People Matters Senior Specialist

Aon; Bengaluru; Hybrid; INR 1,800,000 - 2,400,000; Full time

Benefits offered by this job

Global Wellbeing Days

Smart Working model

Learning & development

Job summary

Aon is seeking a People Matters Senior Specialist to support People Matters functions within the North America scope, delivered globally from the Business Services unit.

Role focuses on policy guidance, case management, attendance and health support, and escalations, handling high-volume HR services with accuracy and confidentiality.

Qualifications

• Experience in Employee Relations, People Operations, Human Resources, case management, shared services or a related field.
• Strong case-management, documentation, organization and follow-through skills in a high-volume environment.
• Ability to apply policies, SOPs, controls and issue criteria consistently while maintaining confidentiality.

Responsibilities

• Colleague and manager support across defined policy and health areas.
• Intake, triage and case management for inquiries and escalations.
• Defined service delivery including policy consultation and performance management support.
• ER operational support with standardized administrative activities.
• Quality, privacy and continuous improvement through documentation and reviews.

Skills

Employee Relations

People Operations

HR case-management

High-volume environment

Policy application

Communication

Cross-country coordination

Education

Bachelor’s degree or equivalent

Job description

Job Title

People Matters Senior Specialist

Solution Line

People Matters, People Organisation

Position type

Full Time

Work Location

Noida/Bangalore

Working style

Hybrid

GCF Level

P35

Shift Time

5.30 PM to 2.30 AM IST

People Manager role

No

Required Education And Certifications Critical For The Role

Bachelor’s degree or equivalent years of proven experience.

Required Years Of Experience

7+ years of proven experience.

Aon is in the business of better decisions

At Aon, we invent decisions for the better to safeguard and enrich the lives of people around the world.

As an organization, we are committed as one firm to our purpose, united through trust as one inclusive, diverse team and we are passionate about helping 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 provide clients in over 120 countries and sovereignties with advice and solutions that give them the clarity and confidence to make better decisions to protect and grow their business.

General Description Of Role

Part of Aon Business Services, the Senior Specialist engaged in People Matters functions under the operational direction of the manager responsible for People Matters. The role offers consistent and scalable support for defined employee and supervisor services at Aon. It supports high-volume work by applying the Global Capability Center model.

Being part of the workforce solutions service-delivery team, the role includes performance-management support, leave and health support administration, and policy consultation. These tasks fall under first-level and validated Tier 2 categories. The role uses policies, SOPs, templates, decision tools, service standards, and defined criteria for customer concerns.

This role supports North America.

Job Responsibilities

Core Responsibilities

Colleague and manager support

• Serve as an initial point of contact for defined policy, attendance and employee health, performance-management and ER operational-support inquiries.
• Provide timely, consistent guidance using policies, knowledge articles, templates and decision tools.
• Resolve primary and approved secondary work within a clearly detailed scope and refer colleagues to the appropriate internal or external owner when another team performs the transaction.
• Explain available People resources and self-service channels.

Intake, triage and case management

• Receive and document inquiries through designated channels; assess, categorize, prioritize, assign or route each case using aligned triage logic.
• Identify matters requiring colleague-record review, a requested exception, individual judgment, a regulated decision or specialist expertise and advance promptly.
• Maintain accurate Ethics Point or approved case-management records, including required fields, related cases, attachments, actions, status and handoff notes.
• Supervise assigned work against service levels and follow up on delayed or incomplete activity.

Defined service delivery

• Policy consultation involves locating policies and explaining applicable rules. It also includes guiding colleagues to self-service resources or the accurate owner or vendor. Additionally, it involves routing case-specific decisions or transactions to the designated People Matters Center of Excellence as defined.
• Performance management: support informal and formal coaching through process navigation, templates, draft review for completeness and clarity, delivery confirmation and documentation. Route PIPs, mutual agreements, termination decisions, disputes, appeals and exceptions with assistance from the People Matters support unit.
• Absence and wellbeing: deliver approved Tier 1 and Tier 2 administration, workplace-adjustment and return-to-work support, provider coordination, documentation and routing in line with the established process flow.
• ER operational support: complete standardized administrative activities for service delivery, including permitted document retrieval, non-regulatory Ethics Point processing and case-related invoice support.

Escalation and expert partnership

• Call out allegations, discrimination or harassment, misconduct, retaliation, workplace violence, litigation, potential illegal activity, organizational change, high-risk performance matters as defined by policy.
• Route local-law interpretation, regulatory decisions and policy exceptions to the relevant People Matters COE or Legal owner.
• Collaborate with People Matters, Legal, Compliance, Security, Health, Safety & Wellbeing, People Partners and service providers to support effective handoffs.
• Provide complete documentation, a concise case summary and the reason for escalation.

Quality, privacy and continuous improvement

• Handle colleague and health-related information in accordance with confidentiality, privacy, access, retention and country-specific requirements.
• Record case category, complexity, disposition, routing, issue and resolution data accurately.
• Participate in quality reviews, calibration, training and knowledge-management activities.
• Log recurring questions, unclear support and service-boundary issues and raise them through the Human Resources Manager or governance process.

Skills/competencies Required

• Experience in Employee Relations, People Operations, Human Resources, case management, shared services or a related field.
• Strong case-management, documentation, organization and follow-through skills in a high-volume environment.
• Ability to apply policies, SOPs, controls and issue criteria consistently while maintaining confidentiality.
• Strong written and verbal communication and the ability to work across countries, functions and time zones.
• Experience with service levels, quality standards, performance measures and HR case-management technology.
• Required language capability and appropriate understanding of country requirements provided in detail for the assigned scope.
• Relevant knowledge of the People practices and documented regulatory requirements for North America, appropriate to the assigned tier of work.

Success Measures

• Consistent achievement of service-level, quality and documentation standards.
• Accurate routing and timely escalation of complex, sensitive, and regulated matters.
• Compliance with privacy, confidentiality, governance and data-handling requirements.
• Positive colleague, manager and stakeholder experience and contribution to standardization and continuous improvement.

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 diverse workforce 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.

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