Human Resources Operations Coordinator

Career Area:

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 team who will have the opportunity to champion our IND-India HR Service Center

The incumbent would be providing customer support through various communication methods to Caterpillar employees, Managers, the HR community, In-Country teams and Centres of Expertise on human resource related issues.  This is the first Customer Services assignment followed by a position with more Human Resource exposure.

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

  What you will do

Job Roles and Responsibilities

• Serves as initial point of contact for customers by receiving incoming requests via multiple methods for human resource related information.

• Verifies each request for completeness based on agreed SLAs, tracking and documenting requests and resolving requests through various communication methods.

• Resolves customer requests by use of knowledge, FAQ database, scripts, tools, computer systems and necessary resources.

• Reviews and research and follow up requests identifying complex or problematic requests and directing appropriate issues to appropriate HR groups i.e. In-Country/BU HR etc.

• Meets established quality and volume goals (SLAs) by gathering complete information, providing accurate information, entering accurate data into required systems, and maintaining prompt response rates.

• Must posses knowledge in Workday and Service Now tool.

• Participates in continuous improvement activities identifying areas for process simplification and efficiency. Ensures every customer interaction is positive by providing consistent information in a courteous, friendly demeanour.

What you will have 

• The position manages the completion of its own work assignments and coordinates work with others.

• Support in the development of Standard Work documentation

• Advanced proficiency in MS Word, Excel and Power Point Presentation.

• Working experience in HR Shared Service is mandatory with minimum 2 years (mandatory)

• Should be willing to Work from Office

• Experience in developing standard work process documentation

• 5 Days work from office

Desired:  Candidates must possess interest in learning one international language.

• Language capability: German or Spanish

• Experience in Power BI

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.

• 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

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:

Caterpillar is an Equal Opportunity Employer.  Qualified applicants of any age are encouraged to apply

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