Senior People Matters Specialist (Bilingual)

Aon plc; Ciudad de México; Hybrid; MXN 450,000 - 650,000; Full time

Job summary

Aon plc in Mexico City seeks a People Matters Senior Specialist to support defined colleague and manager services across the region. You will handle policy guidance, absence and wellbeing administration, and Tier 1/2 case work within established processes.

You will use SOPs, templates and escalation criteria to deliver consistent service. Fluency in Spanish and English is required to operate across LATAM and coordinate with COE and Legal teams.

Qualifications

• Experience in Employee Relations, People Operations, HR case management, shared services or 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 knowledge of country requirements for the assigned scope.
• Proficiency in Spanish & English.
• Knowledge of People practices and regulatory requirements for Latin America relevant to assigned tier.

Responsibilities

• Serve as an 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 when another team performs the transaction.
• Explain available People resources and self-service channels.
• Intake, triage and case management for inquiries through designated channels, including categorization and prioritization.
• Maintain accurate case-management records with required fields, attachments, actions and handoff notes.
• Monitor assigned work against service levels and follow up on delays or incomplete activity.
• Escalation and collaboration with People Matters COE, Legal and other partners as needed.

Job description

Aon plc in Mexico City seeks a People Matters Senior Specialist to support defined colleague and manager services across the region. You will handle policy guidance, absence and wellbeing administration, and Tier 1/2 case work within established processes.

You will use SOPs, templates and escalation criteria to deliver consistent service. Fluency in Spanish and English is required to operate across LATAM and coordinate with COE and Legal teams.