Job highlights

- Required years of experience: 7+ years of proven experience. . Job Type. Full Time.

- Shift Time. 5 PM to 2 AM IST.

Disclaimer: This job posting has been aggregated from external source

- These tasks fall under first-level and validated Tier 2 categories

- Required education and certifications: Bachelor s degree or equivalent years of proven experience

Job Summary

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

- 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.

- Colleague and manager support: Provide timely, consistent guidance using policies, knowledge articles, templates and decision tools.

- Colleague and manager support: 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.

- Colleague and manager support: 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.

- Intake, triage and case management: Identify matters requiring colleague-record review, a requested exception, individual judgment, a regulated decision or specialist expertise and advance promptly.

- Intake, triage and case management: Maintain accurate Ethics Point or approved case-management records, including required fields, related cases, attachments, actions, status and handoff notes.

- Intake, triage and case management:



Supervise assigned work against service levels and follow up on delayed or incomplete activity.

- Policy consultation: Defined service delivery policy involves locating policies and explaining applicable rules; guiding colleagues to self-service resources or the accurate owner or vendor; 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.

- Performance management: 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.

- Escalation and expert partnership: Route local-law interpretation, regulatory decisions and policy exceptions to the relevant People Matters COE or Legal owner.

- Escalation and expert partnership: Collaborate with People Matters, Legal, Compliance, Security, Health, Safety & Wellbeing, People Partners and service providers to support effective handoffs.

- Escalation and expert partnership: 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.

- Quality,



privacy and continuous improvement: Record case category, complexity, disposition, routing, issue and resolution data accurately.

- Quality, privacy and continuous improvement: Participate in quality reviews, calibration, training and knowledge-management activities.

- Quality, privacy and continuous improvement: Log recurring questions, unclear support and service-boundary issues and raise them through the Human Resources Manager or governance process.

- Skills/competencies: Experience in Employee Relations, People Operations, Human Resources, case management, shared services or a related field.

- Skills/competencies: Strong case-management, documentation, organization and follow-through skills in a high-volume environment.

- Skills/competencies: Ability to apply policies, SOPs, controls and issue criteria consistently while maintaining confidentiality.

- Skills/competencies: Solid written and verbal communication and the ability to work across countries, functions and time zones.

- Skills/competencies: Experience with service levels, quality standards, performance measures and HR case-management technology.

- Skills/competencies: Required language capability and appropriate understanding of country requirements provided in detail for the assigned scope.

- Skills/competencies: 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.

- Success measures: Accurate routing and timely escalation of complex, sensitive, and regulated matters.

- Success measures: Compliance with privacy, confidentiality, governance and data-handling requirements.

- Success measures: Positive colleague, manager and stakeholder experience and contribution to standardization and continuous improvement.

Qualifications

Required education and certifications: Bachelor s degree or equivalent years of proven experience.

Required years of experience: 7+ years of proven experience.

Job Type

Full Time

Locations

Noida/Bangalore

Working Style

Hybrid

Shift Time

5.30 PM to 2.30 AM IST

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 People Matters Senior Specialist (Bengaluru)
🏢 Aon
📍 Bengaluru