Employee Relations Operations Manager

Aon Corporation•Chicago, IL

16d•Hybrid

About The Position

Are you looking to make an impact within an HR organization? As the Employee Relations Operations Manager, you'll navigate complex employee challenges, mitigate risk, and help shape a culture where colleagues can thrive. This role is hybrid out of our Chicago, IL 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.

Requirements

Experience leading Employee Relations support, People Operations, HR shared services, case management or a comparable service-delivery team.
Demonstrated experience managing high-volume operational work, competing priorities, workflows and multi-market coverage.
Strong people leadership, coaching, workforce management and capability-development skills.
Strong judgment and experience applying risk-based escalation criteria, service levels, 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.
Bachelor’s degree or equivalent years of industry experience.

Nice To Haves

GCC/shared-services leadership, transition experience, HR case-management systems, operational reporting and process or quality improvement.
Consistent achievement of service-level, quality, productivity and workflow objectives.
Accurate, timely escalation and clear handoffs for complex, sensitive, regulated or retained matters.
Clear accountability across GCC, ABS and ASC/People Matters and shared adoption of new scope.
Strong team capability, engagement, data quality, privacy compliance and measurable service improvement.
Stakeholder relationship management and shared ownership in outcomes for colleagues and the company.

Responsibilities

Lead, mentor and develop a team of Senior Specialists in the Global Capability Centers (GCC).
Allocate work based on volume, urgency, complexity, language, geography and capacity; manage workflows and demand fluctuations.
Conduct coaching, case reviews, quality calibration and capability-building activities.
Manage performance against agreed service levels, quality standards, productivity measures, 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 (Employee Relations).
Supervise approved absence and wellbeing admin, 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.
Ensure allegations, discrimination or harassment, misconduct, retaliation, workplace violence, litigation, potential illegal activity, organizational change, high-risk performance matters and other retained work are raised promptly.
Maintain quality controls, privacy safeguards, case documentation standards and country-specific procedures for critical colleague and health data.
Raise material operational, capacity, privacy, control or compliance concerns through established governance channels.
Participate in service reviews, governance forums, scope discussions, capacity planning, solution-identification workshops and operational planning.
Monitor case volumes, aging, backlog, service levels, quality outcomes, issue patterns and capacity.
Provide reliable performance reporting and use trends to identify training needs, process gaps and standardization opportunities.
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.