People Matters Manager

Aon; Bengaluru; Hybrid; INR 1,800,000 - 3,200,000; Full time

Job summary

Aon is seeking a People Matters Manager to lead the GCC service-delivery team within our People Matters and People Organisation function. You will drive operational excellence, governance, and high-quality case progression across markets while mentoring Senior Specialists.

You will coordinate performance-management support, absence and wellbeing administration, and policy mentorship to ensure consistent service delivery across regions.

Qualifications

• Bachelor's degree or equivalent years of industry experience.
• 10+ years of relevant experience in People Matters/HR operations.
• Experience leading employee relations and HR shared services teams.

Responsibilities

• Lead, mentor and develop a team of People Matters Senior Specialists with clear expectations for service and quality.
• Allocate work based on volume, geography, and capacity; manage workflows and demand fluctuations.
• Conduct coaching, case reviews, and capability-building activities.
• Oversee policy consultation and service catalogue awareness for Tier 1/2 support.
• Manage performance against customer experience benchmarks and efficiency standards.
• Lead governance and escalation processes for sensitive or high-risk matters.
• Provide reliable performance reporting and drive process improvements.

Skills

People management

HR operations

Employee relations

Policy interpretation

Coaching

Education

Bachelor's degree

Tools

HRIS

Job description

Job Title- People Matters Manager

Solution Line-People Matters, People Organisation

Position type- Full Time

Work Location- Gurgaon/Bangalore

Working style- Hybrid

GCF Level- M40

Shift Time- 8AM to 5 PM

People Manager role: Yes

Required Education And Certifications Critical For The Role-Bachelor's degree or equivalent years of industry experience.

Required Years Of Experience –10+ years of relevant experience.

Aon is in the business of better decisions

At Aon, our goal is to invent decisions for the better to defend and enrich the lives of people around the world.

As an organization, we are committed as one firm to our purpose and united through trust as one inclusive, diverse team. We are driven by passion to help our colleagues and clients succeed.

Information About The Business

Aon is a leading global professional services firm providing a broad range of risk, retirement, and health solutions. Our colleagues offer advice and solutions to clients in more than 120 countries and sovereignties. This gives clients clarity and confidence. They can make better decisions that protect and expand their business.

General Description Of Role

The People Matters Manager leads the People Matters service delivery group and belongs to Aon Business Services. The role is accountable for operational excellence, team capability, service quality, governance, and effective case progression across approved markets and service tiers.

The role is responsible for coordinating the review, assignment, and delegation of performance-management support. It also covers managing time-off and health support along with offering policy mentorship to the People Matters Global Capability Center (GCC) service-delivery team. This will consist of case tracking, reporting, documentation standards and problem management nd escalation coordination.

The Manager serves as the main operational link with People Matters COE service ownership. They convert approved requirements into scalable procedures and keep clear handoffs, governance, controls, and accountability.

Job Responsibilities

• Lead, mentor and develop a team of People Matters Senior Specialists in the GCC with clear expectations for service, quality, controls and colleague experience.


• Allocate work based on volume, vitality, complexity, language, geography and capacity; manage workflows and demand fluctuations.


• Conduct coaching, case reviews, quality calibration and capability-building activities.


• Ensure each team member understands decision authority, escalation requirements and the current GCC service catalogue.

• Review, assign, and delegate defined performance-management support, paid leave and medical benefits coordination, and policy consultation for Tier 1 or approved Tier 2 support.


• Manage performance against agreed customer experience benchmarks, quality criteria, efficiency standards, workflow objectives and colleague outcomes.


• Oversee informal and formal coaching support, including process navigation, template use, draft-quality review, milestone tracking and documentation; ensure Performance improvement plans (PIPs), mutual agreements, termination decisions, disputes and exceptions are routed to People Matters COE.


• Oversee approved absence and wellbeing administration, workplace-adjustment and return-to-work support, provider coordination and country-specific routing.


• Prevent informal scope expansion into conduct, investigations, locally retained or expert-level work.

• Ensure allegations, discrimination or harassment, misconduct, retaliation, workplace violence, litigation, potential illegal activity, organizational change, high-risk performance matters and other retained work are escalated promptly.


• Maintain quality controls, privacy safeguards, case documentation criteria, and country-specific procedures for sensitive colleague and health data.


• Raise material operational, capacity, privacy, control or compliance concerns through established governance channels.

• Serve as the primary operational contact between the GCC team, ABS leadership and designated ASC/People Matters regional leads.


• Participate in service reviews, governance forums, scope discussions, capacity planning, solution-identification workshops and operational planning.

• Monitor case volumes, aging, backlog, customer happiness, outcome standards, partner concern patterns and capacity.


• Provide reliable performance reporting and use trends to identify training needs, process gaps and standardization opportunities.


• Maintain consistent reporting definitions and data-quality expectations across the team.


• Lead corrective actions and service improvements within GCC authority and coordinate changes affecting retained regional responsibilities.


• Maintain an accurate service catalogue and communicate how colleagues access GCC support and when cases transfer to retained experts.

Skills/competencies Required

• Experience leading Employee Relations support, People Operations, HR shared services, case management or a comparable service-delivery team.


• Demonstrated experience handling high-volume operational work, challenging priorities, workflows and multi-market coverage.


• Strong people leadership, coaching, workforce management and capability-development skills.


• Excellent judgment and experience applying risk-based criteria for partner concerns, customer expectations, quality standards, and controls.


• Ability to translate service requirements into clear procedures, responsibilities, process maps, controls and measures.


• Experience handling confidential and sensitive colleague information and partnering across global, regional and local teams.


• Preferred: GCC/shared-services leadership, transition experience, HR case-management systems, operational reporting and process or quality improvement.

Success Measures

• Consistent achievement of service-level, quality, productivity and workflow objectives.


• Reliable delivery across approved policy, performance, absence and ER operational-support services.


• Accurate, timely escalation and clear handoffs for complex, sensitive, regulated or retained matters.


• Clear accountability across GCC, ABS and ASC’s People Matters team, along with shared adoption of new scope.


• Strong team capability, engagement, data quality, privacy compliance and measurable service improvement.


• Stakeholder relationship management and shared ownership in outcomes for colleagues and the company.

How We Support Our Colleagues

In addition to our comprehensive benefits package, we are proud to be an equal opportunity workforce. At Aon, we believe a workforce made up of different perspectives is an innovative workforce. Our agile, inclusive environment allows colleagues to manage their wellbeing and work/life balance while empowering you to be your authentic self. Furthermore, all colleagues enjoy two "Global Wellbeing Days" each year, encouraging them to take time to focus on themselves. We offer a variety of workstyle options through our Smart Working model, but we also recognize that flexibility goes beyond just the place of work... and we are all for it! Our continuous learning culture inspires and equips colleagues to learn, share and grow, helping them achieve their fullest potential. As a result, Aon colleagues are more connected, more relevant, and more valued.