People Matters Senior Specialist

AON IS IN THE BUSINESS OF BETTER DECISIONS

Aon exists to shape decisions for the better — to protect and enrich the lives of people around the world.

As an organization, we are committed as one firm to our purpose, united through trust as one inclusive, diverse team and we are passionate about helping our colleagues and clients succeed.

INFORMATION ABOUT THE BUSINESS:

Aon is a leading global professional services firm providing a broad range of risk, retirement, and health solutions. Our colleagues provide our clients in over 120 countries and sovereignties with advice and solutions that give them the clarity and confidence to make better decisions to protect and grow their business. 

Aon provides equal employment opportunities (EOO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, domestic partner status, or other legally protected status.  Aon is committed to a diverse workforce and is an affirmative action employer.

Role Summary

This People Matters Senior Specialist is responsible for the intake, triage, routing, and resolution of general inquiries, ensuring seamless continuity of support while balancing global policies with local regulatory requirements. Working across multiple functions, the Senior Specialist maintains accurate case management data, escalates issues appropriately, and delivers against service level agreements to enhance the overall colleague experience. This role requires exceptional organizational skills and navigation bringing a high level of confidence to the fundamental aspects of employee relations.

This position reports to the People Matters Manager within People Operations and is a contributor to the overall People Matters support model.

Core Responsibilities

Colleague & Manager Support

• Delivering responsive, high-quality support that promotes a positive and consistent colleague experience.
• Provide guidance and support to colleagues and managers on People policies, absence management, general processes, and available resources.
• Supports administrative tasks and documentation adjacent to employee relations activities.

Intake, Triage & Case Management

• Supports intake, assessment, routing, and resolution of employee concerns, grievances, and requests through case management portals.
• Apply established processes to ensure inquiries are addressed efficiently and escalated appropriately when required.
• Maintains accurate case documentation and governance standards within case management systems.

Policy Interpretation & Compliance

• Interpret and apply People policies consistently while supporting adherence to local employment regulations and global standards.
• Identify policy-related risks, regulatory considerations, and opportunities for process improvement.
• Partner with stakeholders to ensure equitable, compliant, and consistent outcomes.

 Cross-Functional Partnership & Service Excellence

• Collaborate closely with People teams, business leaders, Legal, Compliance, Wellbeing, and other support functions to resolve issues and deliver seamless support.
• Contribute to a highly collaborative operating model that creates continuity of work across teams and functions.
• Consistently meet SLA commitments and service delivery expectations.

Data, Insights & Escalation Management

• Capture and maintain accurate case data to support reporting, trend analysis, and continuous improvement efforts.
• Identify emerging patterns, risks, and opportunities from colleague inquiries and escalate concerns appropriately.
• Support data-driven decision-making that enhances employee relations practices and the overall colleague experience.

Success Measures

• Timely resolution of colleague inquiries and employee relations matters.
• Consistent achievement of service level agreements and quality standards.
• Strong stakeholder partnerships and cross-functional collaboration.
• Accurate case management, compliance, and governance adherence.
• Proactive support of administration and reporting for performance related cycles and actions.
• Positive contribution to colleague experience through responsive, empathetic, and effective support.

HOW WE SUPPORT OUR COLLEAGUES

In addition to our comprehensive benefits package, we encourage a diverse workforce. Plus, our agile, inclusive environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon.

Furthermore, all colleagues enjoy two “Global Wellbeing Days” each year, encouraging you to take time to focus on yourself.  We offer a variety of working style solutions, but we also recognize that flexibility goes beyond just the place of work... and we are all for it. We call this Smart Working!

Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued.

ACCOMMODATION

We provide individuals with disabilities reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment in accordance with applicable law. Applicants may contact us to request an accommodation at [email protected].

AON IS IN THE BUSINESS OF BETTER DECISIONS

Aon exists to shape decisions for the better — to protect and enrich the lives of people around the world.

As an organization, we are committed as one firm to our purpose, united through trust as one inclusive, diverse team and we are passionate about helping our colleagues and clients succeed.

INFORMATION ABOUT THE BUSINESS:

Aon is a leading global professional services firm providing a broad range of risk, retirement, and health solutions. Our colleagues provide our clients in over 120 countries and sovereignties with advice and solutions that give them the clarity and confidence to make better decisions to protect and grow their business. 

Aon provides equal employment opportunities (EOO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, domestic partner status, or other legally protected status.  Aon is committed to a diverse workforce and is an affirmative action employer.

Role Summary

This People Matters Senior Specialist is responsible for the intake, triage, routing, and resolution of general inquiries, ensuring seamless continuity of support while balancing global policies with local regulatory requirements. Working across multiple functions, the Senior Specialist maintains accurate case management data, escalates issues appropriately, and delivers against service level agreements to enhance the overall colleague experience. This role requires exceptional organizational skills and navigation bringing a high level of confidence to the fundamental aspects of employee relations.

This position reports to the People Matters Manager within People Operations and is a contributor to the overall People Matters support model.

Core Responsibilities

Colleague & Manager Support

• Delivering responsive, high-quality support that promotes a positive and consistent colleague experience.
• Provide guidance and support to colleagues and managers on People policies, absence management, general processes, and available resources.
• Supports administrative tasks and documentation adjacent to employee relations activities.

Intake, Triage & Case Management

• Supports intake, assessment, routing, and resolution of employee concerns, grievances, and requests through case management portals.
• Apply established processes to ensure inquiries are addressed efficiently and escalated appropriately when required.
• Maintains accurate case documentation and governance standards within case management systems.

Policy Interpretation & Compliance

• Interpret and apply People policies consistently while supporting adherence to local employment regulations and global standards.
• Identify policy-related risks, regulatory considerations, and opportunities for process improvement.
• Partner with stakeholders to ensure equitable, compliant, and consistent outcomes.

 Cross-Functional Partnership & Service Excellence

• Collaborate closely with People teams, business leaders, Legal, Compliance, Wellbeing, and other support functions to resolve issues and deliver seamless support.
• Contribute to a highly collaborative operating model that creates continuity of work across teams and functions.
• Consistently meet SLA commitments and service delivery expectations.

Data, Insights & Escalation Management

• Capture and maintain accurate case data to support reporting, trend analysis, and continuous improvement efforts.
• Identify emerging patterns, risks, and opportunities from colleague inquiries and escalate concerns appropriately.
• Support data-driven decision-making that enhances employee relations practices and the overall colleague experience.

Success Measures

• Timely resolution of colleague inquiries and employee relations matters.
• Consistent achievement of service level agreements and quality standards.
• Strong stakeholder partnerships and cross-functional collaboration.
• Accurate case management, compliance, and governance adherence.
• Proactive support of administration and reporting for performance related cycles and actions.
• Positive contribution to colleague experience through responsive, empathetic, and effective support.

HOW WE SUPPORT OUR COLLEAGUES

In addition to our comprehensive benefits package, we encourage a diverse workforce. Plus, our agile, inclusive environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon.

Furthermore, all colleagues enjoy two “Global Wellbeing Days” each year, encouraging you to take time to focus on yourself.  We offer a variety of working style solutions, but we also recognize that flexibility goes beyond just the place of work... and we are all for it. We call this Smart Working!

Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued.

ACCOMMODATION

We provide individuals with disabilities reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment in accordance with applicable law. Applicants may contact us to request an accommodation at [email protected].