People Matters Manager
Aon · Kraków
People Matters Manager
Do you enjoy leading high‑performing HR service teams and shaping how colleagues experience performance, absence and wellbeing support? Are you ready to build and scale a global People Matters service hub in Krakow? This is a hybrid role with the flexibility to work both virtually and from our Krakow office, in line with our smart working policy!
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
As a People Matters Manager, you will own the People Matters service delivery team within Aon Business Services, accountable for operational perfection, team capability, service quality, controls and effective case progression across approved markets and service tiers. You will coordinate the review, assignment and delegation of defined performance‑management support, absence and wellbeing administration, and policy consultation for the People Matters Global Capability Center (GCC) service‑delivery team, including case tracking, reporting, documentation quality and partner concern coordination. You will act as the primary operational bridge with People Matters COE service owners, translating approved requirements into scalable procedures while maintaining clear handoffs, governance, controls and accountability. Your day may include:
- Leading, mentoring and developing a team of People Matters Senior Specialists in the GCC, setting clear expectations for service, quality, controls and colleague experience, and ensuring understanding of decision authority, partner concern requirements and the GCC service catalogue
- Allocating and supervising work based on volume, urgency, complexity, language, geography and capacity, conducting coaching, case reviews, quality calibration and capability‑building activities
- Supervising performance‑management support, absence and wellbeing administration, and policy consultation for Tier 1 and approved Tier 2 support, ensuring adherence to service levels, quality standards, productivity measures and workflow objectives
- Ensuring Performance Improvement Plans (PIPs), mutual agreements, termination decisions, disputes and exceptions are routed to People Matters COE, and preventing informal scope expansion into conduct, investigations, locally retained or expert‑level work
- Maintaining quality controls, privacy safeguards, case documentation standards and country‑specific procedures for critical colleague and health data, and promptly raising high‑risk or critical matters
- Serving as the primary operational contact between the GCC team, ABS leadership and ASC/People Matters regional leads, participating in service reviews, governance forums, scope discussions, capacity planning and solution‑identification workshops
- Supervising case volumes, aging, backlog, service levels, quality outcomes, partner concern patterns and capacity, providing reliable reporting, driving corrective actions and continuous improvement, and maintaining an accurate GCC service catalogue and communication on how colleagues access support
How this opportunity is different
This role places you at the heart of Aon’s People Matters operating model and our growing Global Capability Center in Krakow. You will:
- Lead a specialized GCC‑based People Matters team that supports performance management, absence and wellbeing administration, and policy consultation across multiple markets and service tiers
- Act as the key operational link between People Matters COE service owners, ABS leadership and ASC/People Matters regional leads, turning strategic requirements into scalable procedures with clear handoffs and robust controls
- Shape how colleagues and managers access People Matters support by maintaining a clear, well‑communicated service catalogue and ensuring accurate routing of sophisticated, sensitive or retained cases
- Use data, reporting and case insights to identify trends, risks and standardization opportunities, driving measurable service improvements and influencing how retained and GCC responsibilities evolve
- Collaborate closely with global, regional and local partners, building a culture of accountability, continuous improvement and exceptional colleague experience within People Operations
Skills and experience that will lead to success
- Experience leading Employee Relations support, People Operations, HR shared services, case management or a comparable service‑delivery team, including high‑volume, multi‑market operational work and challenging priorities
- Strong people leadership, coaching and workforce‑management skills, with a track record of forming team capability, engagement and consistent service quality
- Demonstrated ability to apply risk‑based partner concern criteria, service levels, quality standards and controls, and to prevent scope creep into retained or expert‑level work
- Proven capability to translate service requirements into clear procedures, responsibilities, process maps, controls and measures, while handling confidential and sensitive colleague information
- Preferred: GCC/shared‑services leadership and transition experience, familiarity with HR case‑management systems, operational reporting, and process or quality‑improvement methodologies
#LI-AM7
#businessupport
#LI-Hybrid
2587380