People Matters Manager

Job Summary

The People Matters Manager leads the People Matters service delivery group and belongs to Aon Business Services. The role is accountable for operational excellence, team capability, service quality, governance, and effective case progression across approved markets and service tiers. The role is responsible for coordinating the review, assignment, and delegation of performance-management support. It also covers managing time-off and health support along with offering policy mentorship to the People Matters Global Capability Center (GCC) service-delivery team. This will consist of case tracking, reporting, documentation standards and problem management and escalation coordination. The Manager serves as the main operational link with People Matters COE service ownership. They convert approved requirements into scalable procedures and keep clear handoffs, governance, controls, and accountability.

Job Responsibilities

• Lead, mentor and develop a team of People Matters Senior Specialists in the GCC with clear expectations for service, quality, controls and colleague experience.
• Allocate work based on volume, vitality, complexity, language, geography and capacity; manage workflows and demand fluctuations.
• Conduct coaching, case reviews, quality calibration and capability-building activities.
• Ensure each team member understands decision authority, escalation requirements and the current GCC service catalogue.
• Review, assign, and delegate defined performance-management support, paid leave and medical benefits coordination, and policy consultation for Tier 1 or approved Tier 2 support.
• Manage performance against agreed customer experience benchmarks, quality criteria, efficiency standards, workflow objectives and colleague outcomes.
• Oversee informal and formal coaching support, including process navigation, template use, draft-quality review, milestone tracking and documentation; ensure Performance improvement plans (PIPs), mutual agreements, termination decisions, disputes and exceptions are routed to People Matters COE.
• Oversee approved absence and wellbeing administration, workplace-adjustment and return-to-work support, provider coordination and country-specific routing.
• Prevent informal scope expansion into conduct, investigations, locally retained or expert-level work.
• Governance, quality and escalation: Ensure allegations, discrimination or harassment, misconduct, retaliation, workplace violence, litigation, potential illegal activity, organizational change, high-risk performance matters and other retained work are escalated promptly.
• Maintain quality controls, privacy safeguards, case documentation criteria, and country-specific procedures for sensitive colleague and health data.
• Raise material operational, capacity, privacy, control or compliance concerns through established governance channels.
• ABS, ASC and People Matters partnership: Serve as the primary operational contact between the GCC team, ABS leadership and designated ASC/People Matters regional leads.
• Participate in service reviews, governance forums, scope discussions, capacity planning, solution-identification workshops and operational planning.
• Data, reporting and continuous improvement: Monitor case volumes, aging, backlog, customer happiness, outcome standards, partner concern patterns and capacity.
• Provide reliable performance reporting and use trends to identify training needs, process gaps and standardization opportunities.
• Maintain consistent reporting definitions and data-quality expectations across the team.
• Lead corrective actions and service improvements within GCC authority and coordinate changes affecting retained regional responsibilities.
• Maintain an accurate service catalogue and communicate how colleagues access GCC support and when cases transfer to retained experts.

Skills / Competencies

• Experience leading Employee Relations support, People Operations, HR shared services, case management or a comparable service-delivery team.
• Demonstrated experience handling high-volume operational work, challenging priorities, workflows and multi-market coverage.
• Strong people leadership, coaching, workforce management and capability-development skills.
• Excellent judgment and experience applying risk-based criteria for partner concerns, customer expectations, quality standards, and controls.
• Ability to translate service requirements into clear procedures, responsibilities, process maps, controls and measures.
• Experience handling confidential and sensitive colleague information and partnering across global, regional and local teams.
• Preferred: GCC/shared-services leadership, transition experience, HR case-management systems, operational reporting and process or quality improvement.

Qualifications

• Required education and certifications critical for the role: Bachelor s degree or equivalent years of industry experience.
• Required years of experience - 10+ years of relevant experience.

Job Details

• Job Title- People Matters Manager Solution Line-People Matters, People Organisation
• Position type- Full Time
• Work Location- Gurgaon/Bangalore
• Working style- Hybrid
• GCF Level- M40
• Shift Time- 8AM to 5 PM

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.