People Services Team Lead, North America

Job Title

People Services Team Lead, North America

Job Description Summary

To ensure consistent, efficient, and compliant delivery of People Services across Onboarding/North America, enabling operational excellence and alignment with both global and local standards.

Oversee People Services operations Onboarding across North America, directing a dedicated team of People Services Advisors. Accountable for managing Human Resources Operations, ensuring delivery of customer-focused Tier 1 People processes and achievement of SLAs. Drives continuous improvement initiatives, including process automation—and support the transition of processes from onshore People Teams, Centers of Excellence, and People Services teams.

Job Description

Accountabilities

• Ensure consistent, high-quality delivery of the HR sub-processes across the countries managed
• Work alongside the People Services Manager to continuously develop & improve the shared service team
• Ensuring the effective management of logged cases and ensuring the work of the team meets the required standards and metrics are achieved (SLAs and KPIs)
• Providing input to the HR team and cascading information to the team they manage for updates and upgrades to products and systems
• Maintaining confidential department records and office files in accordance with internal company procedures
• Creating/editing written communications, reports, or other items daily
• Continuously improving processes, conduct audits, manage escalations and prepare metrics reporting for the People Services leaders
• Partner with relevant key HR stakeholders to manage and develop standardized processes and procedures for the sub-process and countries managed, ensuring team compliance with local legislation.
• Effectively dealing with escalated queries, ensuring any issues are dealt with in a prompt and professional manner
• Lead a specialized team through effective recruiting, training, and coaching
• Maintaining a culture that inspires and empowers the team
• Proactively review workplace systems / processes to innovate and continuously improve the business performance and workplace experience
• Performs other duties as requested by your direct manager
• Occasional requirement to work extended hours during peak times or to assist with major functions/events
• Review operational standards / playbooks / operating manuals for all aspects of the business
• Represent HR Shared Services in cross-functional projects and governance forums.
• Articulate and live the Cushman & Wakefield culture, model organizational values and required behavior and hold others (employees and peers) accountable for their actions by identifying and acting on behavior which is inconsistent with agreed standards
• Comply with all Cushman & Wakefield systems that are in place to meet the health and safety obligations of the organization
• Work safely and avoid placing yourself or anyone else’s health and safety at risk by your acts or omissions
• Comply with Cushman & Wakefield Environmental policies and adhere to procedures and work instructions that are relevant to your activities
• Actively participate within a community or practice group by sharing information and strategies that result in the best outcomes for the client and Cushman & Wakefield
• Understand the Cushman & Wakefield brand and expertise of services delivered to ensure all opportunities to provide a full-service offer to clients and staff is available
• Comply with Cushman & Wakefield policy

Background & Experience

• Bachelor’s Degree holder
• >5 years of experience working in HR with at least 2 years as a People Manager
• Advanced understanding of HR issues, processes and procedures
• Advanced knowledge of transactional processes to enable interpretation for policy and guidance to customers
• Knowledge of and experience with HR Services, including workflows / processes for sub-processes and countries managed
• Experience of working in a customer-focused environment, ideally working to SLAs
• Experience of managing a team and ability to demonstrate achievement of performance and efficiency benefits through coaching and people development
• Excellent verbal and written communication skills
• Ability to balance demands and priorities
• Ability to proactively identify opportunities to improve the service
• Experience of working within a large and diverse organization
• Strong customer service skills
• Demonstrates critical thinking
• Effective interpersonal skills and problem-solving ability

Qualifications & Technical Skills

• Intermediate proficiency in an HCM system (e.g. Workday)
• Intermediate proficiency in navigation of case management tools or ticketing system
• Proven track record of analyzing complex datasets to deliver actionable insights and measurable results
• Proven ability to identify variation and gaps, redesign workflows, and drive adoption of best practices and standard work across the team

Occupation specific capabilities:

• Attention to Detail
• Planning & Organization
• Time Management
• Communicate Effectively
• Effective use of technology/AI
• Systems & Data Management

Organizational Core capabilities:

• DRIVEN: We celebrate determination. Our intrinsic motivation, proactiveness, and service attitude outperform expectations for our colleagues, clients, and communities.
• RESILIENT: We tackle challenges with grit. We navigate uncertainty with courage and adapt to deliver impactful outcomes.
• INCLUSIVE: We value curiosity and collaboration. We seek out different perspectives, listen actively and turn feedback into solutions.
• VISIONARY: We foster forward thinking.  Our continuous quest for improvement is guided by our desire to design a better future for our colleagues, clients and communities.
• ENTREPRENEURIAL: We act like owners. We are resourceful, creative, and agile, and we balance competing needs to create impactful solutions for the real estate industry.

Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work. In addition to a comprehensive benefits package, Cushman and Wakefield provide eligible employees with competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements.

The compensation that will be offered to the successful candidate will depend on factors such as whether the position is covered by a collective bargaining agreement, the geographic area in which the work will be performed, market pay rates in that area, and the candidate’s experience and qualifications.

The company will not pay less than minimum wage for this role.

The compensation for the position is: $ 55,250.00 - $65,000.00

Cushman & Wakefield is an Equal Opportunity employer to all protected groups, including protected veterans and individuals with disabilities. Discrimination of any type will not be tolerated.

In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at 1-888-365-5406 or email HRServices@cushwake.com. Please refer to the job title and job location when you contact us.

INCO: “Cushman & Wakefield”