Human Resources Coach I

Overview

Human Resources Coach I (Human Resources Operations Coordinator) role at Caterpillar's IND-India HR Service Center, providing HR customer support to employees, managers, the HR community, In-Country teams and Centres of Expertise.

What you'll do

• Serve as initial point of contact for customers by receiving incoming HR requests via multiple methods.
• Verify each request for completeness based on agreed SLAs, tracking and documenting requests and resolving them through various communication methods.
• Resolve customer requests using knowledge, FAQ database, scripts, tools, computer systems and necessary resources.
• Review, research and follow up on requests, identifying complex or problematic requests and directing them to the appropriate HR groups, such as In-Country/BU HR.
• Meet established quality and volume goals (SLAs) by gathering complete information, providing accurate information, entering accurate data into required systems, and maintaining prompt response rates.
• Participate in continuous improvement activities identifying areas for process simplification and efficiency.
• Ensure every customer interaction is positive by providing consistent information in a courteous, friendly demeanour.

What you'll need

• Working experience in HR Shared Service, minimum 2 years (mandatory).
• Knowledge of Workday and Service Now tools (must possess).
• Advanced proficiency in MS Word, Excel and PowerPoint.
• Ability to manage completion of own work assignments and coordinate work with others.
• Support in the development of Standard Work documentation.
• Experience in developing standard work process documentation.
• Willingness to work from office and to work in shifts.

Nice to have

• Interest in learning one international language; German or Spanish language capability.
• Experience in Power BI.

Details

• Location: Whitefield Office, Bangalore, India (preferred base).
• Work mode: 5 days work from office.
• Shift-based working.
• Caterpillar is not currently hiring for this position for candidates who now or in the future require visa sponsorship.