People Matters Senior Specialist
Aon · Mexico
People Matters Senior Specialist
Aon is in the business of better decisions
At Aon, we shape decisions for the better to protect and enrich the lives of people around the world.
As an organization, we are united through trust as one inclusive team, and we are passionate about helping our colleagues and clients succeed.
What the day will look like
The People Matters Senior Specialist is part of Aon Business Services and works under the operational direction of the People Matters Manager. The role provides consistent, scalable support for defined colleague and manager services across Aon and helps progress high-volume work by leveraging the Global Capability Center model.
As part of the People Matters service-delivery team, the role consists of defined performance-management support, absence and wellbeing administration, and policy consultation that falls within Tier 1 and approved Tier 2 scope. The role uses policies, SOPs, templates, decision tools, service standards, and defined escalation criteria.
This role supports the Latin America region and requires Spanish & English proficiency.
Core Responsibilities
Colleague and manager support
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 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 escalate promptly.
Maintain accurate Ethics Point or approved case-management records, including required fields, related cases, attachments, actions, status and handoff notes.
Monitor assigned work against service levels and follow up on delayed or incomplete activity.
Defined service delivery
Policy consultation: locate policies, explain what generally applies, direct colleagues to self-service resources or the correct owner/vendor, and route case-specific decisions or transactions to People Matters COE 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 to People Matters COE.
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
Escalate 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 designated 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, escalation and resolution data accurately.
Participate in quality reviews, calibration, training and knowledge-management activities.
Log recurring questions, unclear guidance and service-boundary issues and raise them through the People Matters Manager or governance process.
Skills and experience that will lead to success
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.
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