People Matters Senior Specialist
Aon · Kraków
People Matters Senior Specialist (Krakow)
Do you enjoy supporting colleagues and managers through tricky people and policy questions? Are you excited to work in a global HR environment, helping standardise and improve how we support people across countries? This is a hybrid role with the flexibility to work both virtually and from our Krakow office!
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 Senior Specialist, you will be part of Aon Business Services and work under the operational direction of the People Matters Manager. You will provide consistent, scalable support to colleagues and managers on defined people, policy, performance and absence topics, using standard processes, tools and partner concern criteria.
Your day‑to‑day responsibilities will include:
- Acting as an initial point of contact for defined policy, performance‑management, absence, wellbeing and ER operational‑support queries.
- Providing timely, consistent guidance using policies, SOPs, knowledge articles, templates and decision tools, and resolving Tier 1 and approved Tier 2 cases within scope.
- Managing intake and triage of cases: logging, categorising, prioritising, routing and monitoring work in the case‑management system and ensuring accurate, complete documentation.
- Delivering defined service activities such as basic policy consultation, performance‑management process support, absence and wellbeing administration, and standard ER operational tasks.
- Escalating complex, sensitive or regulated matters (e.g. misconduct, discrimination, policy exceptions, high‑risk performance) to People Matters COE, Legal or other specialist teams with clear case summaries and documentation.
- Handling colleague and health‑related information in line with privacy, confidentiality and data‑handling standards, and contributing to quality reviews, calibration, training and continuous improvement.
(This role supports EMEA and requires proficiency in English language)
How this opportunity is different
In this role, you will sit at the heart of Aon’s global People service model, helping colleagues and managers navigate important moments in the employee lifecycle. You will:
- Partner closely with People Matters COE, People Partners, Legal, Compliance, Security, Health, Safety & Wellbeing and external providers to deliver joined‑up support.
- Gain exposure to multiple countries, policies and processes, working across time zones and functions in a truly global environment.
- Play a key role in building consistent, scalable People services by applying standard tools, triage logic and governance.
- Contribute to knowledge management and continuous improvement by flagging recurring questions, unclear guidance and service‑boundary issues.
- Be part of an inclusive, supportive team within Aon Business Services, with opportunities to learn, grow and deepen your expertise in Employee Relations and People Operations.
Skills and experience that will lead to success
- Experience in Employee Relations, People Operations, Human Resources, case management, shared services or a related field, with comfort working in a high‑volume, process‑driven environment.
- Strong case‑management, documentation and organisational skills, with the ability to follow policies, SOPs, controls and critical issue criteria consistently while maintaining confidentiality.
- Clear written and verbal communication skills and the ability to work effectively across countries, functions and time zones; proficiency in [insert required language or languages].
- Familiarity with service levels, quality standards, performance measures and HR case‑management or ticketing tools.
- Relevant knowledge of People practices and documented regulatory requirements for [insert supported countries], appropriate to the assigned tier of work, plus a mindset focused on standardisation and continuous improvement.
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