Job Title

People Services Team Lead, North America

Job Description Summary

This role focuses on managing the delivery of People Services Operations, improving processes, and ensuring smooth and efficient service delivery. It requires a blend of operational excellence, leadership, and strategic planning. Additionally, this role oversees and directs a dedicated team within Manila People Services, providing Tier 1 support through the Contact Center, and other People Services channels.

Job Description

About the Role:

Lead and develop a specialized HR contact center team through recruiting, training, coaching, and succession planning, fostering a positive and collaborative culture.Oversee HR operations across the employee lifecycle, ensuring accurate service delivery via phone, chat, and case management, including bilingual support.Drive operational excellence by managing SLAs/KPIs, handling escalations, maintaining records, and ensuring compliance with legal and data privacy standards.Collaborate with People Services leaders to standardize processes, implement technology, and continuously improve systems, workflows, and service delivery.Provide insights through metrics and analytics, support strategic planning, and act as an escalation point while promoting teamwork and customer-focused service.

About You:

Bachelor’s degree (4+ years) with strong HR knowledge, processes, and transactional expertise.Experienced in HR services across the employee lifecycle, including workflows, policies, and guidance.Proven background in customer-focused environments, meeting SLAs/KPIs, and managing teams for performance improvement.Skilled in communication, critical thinking, problem-solving, and balancing priorities while driving service improvements.Familiar with large, diverse organizations and HR platforms such as ServiceNow, Workday, or 8x8.

Why join Cushman & Wakefield?

As one of the leading global real estate services firms transforming the way people work, shop and live working at Cushman & Wakefield means you will benefit from;

Being part of a growing global company;Career development and a promote from within culture;An organisation committed to Diversity and Inclusion

We're committed to providing work-life balance for our people in an inclusive, rewarding environment.
We achieve this by providing a flexible and agile work environment by focusing on technology and autonomy to help our people achieve their career ambitions. We focus on career progression and foster a promotion from within culture, leveraging global opportunities to ensure we retain our top talent. We encourage continuous learning and development opportunities to develop personal, professional and technical capabilities, and we reward with a comprehensive employee benefits program.

We have a vision of the future, where people simply belong.

 

That's why we support and celebrate inclusive causes, not just on days of recognition throughout the year, but every day. We embrace diversity across race, colour, religion, sex, national origin, sexual orientation, gender identity or persons with disabilities or protected veteran status.

We ensure DEI is part of our DNA as a global community - it means we go way beyond than just talking about it - we live it. If you want to live it too, join us.

INCO: “Cushman & Wakefield”