Career Area:

Human Resources

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other.  We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

Your Impact Shapes the World at Caterpillar Inc

When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other. We are the makers, problem solvers and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

Job Summary

We are seeking a skilled Human Resources Operations Coordinator to join our HR Shared Service – In country team.

The incumbent would Provide customer support through phone (voice) and email to Caterpillar employees, the HR community, Regional Centres and Centres of Expertise on human resource related issues.

The preference for this role is to be based out of Whitefield, Bangalore office

What you will do

Job Roles and Responsibilities 

• The incumbent in this job prepares to take on the role of a more senior Customer Support Representative and will begin to gain an understanding of customer needs.  Also becomes increasingly familiar with the company’s processes, systems and methodologies. 
• A more senior Representative and the supervisor/manager typically direct work.  Acts with more independence than the Customer Support Representative I. 
• Duties include meeting expectations in delivering results, learning to consider alternative courses of actions, making timely decisions and developing communication skills, serving as a Subject Matter Expert (SME) for the team’s process, and working with the process owner to update the documentation.
• This role may include some the coordination of non-phone duties, such as the handling of team inboxes, mass update requests, and special business unit requests.
• Serves as initial point of contact for customers by receiving incoming requests via telephone and email for human resource related information including but not limited to: PeopleSoft, ePerformance, Leader Express, E-Learning, CLMS, employment verification and HR policies and procedures.  Requests handled by the incumbent are typically more complex in nature than the requests handled by the Customer Support Representative-I.  Job functions include doing extensive customer follow-up due to the nature of the process, which is interrelated with other processes inside and outside the shared services organization.
• Verifies each request for completeness, tracking and documenting requests and resolving requests through telephone conversation or email communication. Resolves customer requests by use of knowledge, FAQ database, scripts, tools, computer systems and necessary resources (including partners from inside and outside the Services Center). Reviews and researches requests identifying complex or problematic requests and directing appropriate issues to senior level Customer Support team members. 
• Meets established quality and volume goals by gathering complete information, providing accurate information, entering accurate data into required systems, and maintaining prompt response rates.  Participates in quality improvement projects identifying areas for process simplification and efficiency.
• Ensures every customer interaction is positive by providing consistent information in a courteous, friendly demeanour.
• The position manages the completion of its own work assignments and coordinates work with others.  It also trains and mentors new team members.
• Typical internal customers include various contacts throughout the Caterpillar organization. Work generally follows established procedures and patterns with review in progress and at completion.  Impacts key quality goals including Customer Satisfaction, Continuous Improvement, Timeliness, Accuracy, Efficiency, Cost Savings, Process Quality, etc.

What you will get

• Requires a good understanding of human resource related issues with expertise in more than two human resource areas including an understanding of the various human resource policies, procedures and regulations. 
• German Proficiency with certification is mandate
• The incumbent must be familiar with the organization being served and have problem-solving skills to identify solutions. 
• The ability to maintain confidentiality and excellent interpersonal communication and customer service skills, and computer skills are required. 
• The position typically requires a high school diploma with some advanced education preferred.  In addition, one to two years of progressive job-related experience is required.

Skills desired:

Business Process Improvement: Knowledge of business process improvement best practices and ability to use methods for identifying, evaluating, introducing and implementing more efficient approaches to performing business related activities.
Level Basic Understanding:
• Explains the rationale for using BPI methodology.
• Identifies the main steps in a BPI project such as defining the existing structure.
• Describes BPI key considerations such as establishing process owners.
• States the major roles involved in business process management.

Information Capture: Knowledge of the methods, channels and processes to obtain needed information; ability to identify, capture and document relevant business information in an auditable, organized, understandable and easily retrievable manner.
Level Working Knowledge:
• Follows defined procedures to document all routine information.
• Identifies relevant established standards, policies and practices.
• Fulfills routine information capture needs in own area.
• Uses automated tools to capture, organize and archive relevant information.
• Cites examples of different types of relevant information that need to be captured.

Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
Level Working Knowledge:
• Provides a quality of service that customers describe as excellent.
• Resolves common customer problems.
• Responds to unexpected customer requests with a sense of urgency and positive action.
• Provides direct service to internal or external customers.
• Documents customer complaints in a timely manner.

Accuracy and Attention to Detail: Understanding the necessity and value of accuracy; ability to complete tasks with high levels of precision.
Level Working Knowledge:
• Accurately gauges the impact and cost of errors, omissions, and oversights.
• Utilizes specific approaches and tools for checking and cross-checking outputs.
• Processes limited amounts of detailed information with good accuracy.
• Learns from mistakes and applies lessons learned.
• Develops and uses checklists to ensure that information goes out error-free.

HR: Policies, Standards and Procedures: Knowledge of human resource function; ability to uphold the organization's and industry's standards, procedures and policies regarding human resources management.
Level Working Knowledge:
• Analyzes policy and standards documentation and ensures organizational compliance.
• Maintains a specific set of standards and associated HR procedures.
• Communicates and refers potential exceptions upward for review and approval.
• Assists in the development and implementation of specific procedures.
• Provides feedback for the improvement of HR procedures.

Human Resources Operations: Knowledge of human resources (HR) policies, operational processes and considerations; ability to implement HR related tasks, processes, and projects to ensure that day-to-day operations run smoothly.
Level Basic Understanding:
• Compiles a list of major services provided by HR professionals.
• Identifies key policy compliance issues in HR operations.
• Discusses HR processing procedures and administration principles.
• Describes key responsibilities and scopes of the HR operations function.

What you will get:

• Work Life Harmony
• Earned and medical leave.
• Flexible work arrangements
• Relocation assistance

Holistic Development

• Personal and professional development through Caterpillar ‘s employee resource groups across the globe
• Career developments opportunities with global prospects

Health and Wellness

• Medical coverage -Medical, life and personal accident coverage
• Employee mental wellness assistance program

 Financial Wellness

• Employee investment plan
• Pay for performance -Annual incentive Bonus plan.

 Additional Information:

Caterpillar is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status; however, as a global company, Caterpillar offers many job opportunities outside of the U.S. which can be found through our employment website at www.caterpillar.com/careers

Caterpillar is an Equal Opportunity Employer (EEO)

EEO/AA Employer. All qualified individuals, including minorities, females, veterans and individuals with disabilities - are encouraged to apply.

Posting Dates:

September 6, 2024 - September 12, 2024

Caterpillar is an Equal Opportunity Employer (EEO).

Not ready to apply? Join our Talent Community.