Bilingual HR Case & Policy Specialist - LA

Aon plc; México; On-site; MXN 450,000 - 600,000; Full time

Job summary

Aon plc is seeking a People Matters Senior Specialist to support the Latin America region from Mexico. This role, part of the People Matters service-delivery team, handles defined policy, absence and wellbeing administration, and performance-management support within Tier 1 and Tier 2 scope.

You will work with cross‑functional partners and ensure accurate case records in a high-volume environment. Proficiency in Spanish and English is required, with the ability to apply policies consistently

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 escalation 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 relevant knowledge of documented country requirements for the assigned scope.
• Proficiency in Spanish & English.
• Relevant knowledge of the People practices and documented regulatory requirements for Latin America appropriate to the assigned tier of work.

Responsibilities

• Serve as initial point of contact for defined policy, absence and wellbeing, performance-management and ER operational-support inquiries.
• Provide timely, consistent guidance using policies, knowledge articles, templates and decision tools.
• Resolve Tier 1 and approved Tier 2 work within documented scope and refer colleagues to the appropriate owner when another team performs the transaction.
• Explain available People resources and self-service channels.
• Receive and document inquiries; assess, categorize, prioritize, assign or route each case using aligned triage logic.
• Identify matters requiring case review or escalation and escalate promptly.
• Maintain accurate Ethics Point or approved case-management records with required fields and handoff notes.
• Monitor assigned work against service levels and follow up on delays.

Skills

Employee Relations

People Operations

Human Resources

Case management

Documentation

Written & verbal communication

Spanish & English

Confidentiality

Job description

Aon plc is seeking a People Matters Senior Specialist to support the Latin America region from Mexico. This role, part of the People Matters service-delivery team, handles defined policy, absence and wellbeing administration, and performance-management support within Tier 1 and Tier 2 scope.

You will work with cross‑functional partners and ensure accurate case records in a high-volume environment. Proficiency in Spanish and English is required, with the ability to apply policies consistently