**Career Area**:Human Resources**:**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.**Role Definition**Supports the business by executing HR customer service and complex administrative duties.**Responsibilities**:- Contributes to operational excellence in HR by efficiently and accurately executing processes related to employment compliance, payroll, absence management, time tracking, benefits administration, and employee data management.- Provides an excellent service experience when executing employee-facing processes.- Proactively identifies opportunities to improve the employee experience, quality, velocity, and/or cost of HR processes.- Supports the maintenance of an HR Operations knowledge database and the gathering and reporting of HR operational metrics.Skills Descriptors: 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.- Gathers data for use in the analysis of business processes.- Illustrates problems, opportunities and methods for improving existing business processes.- Suggests ways to reduce variation and/or waste in processes.- Helps evaluate what factors should be addressed in the change program.- Participates in requirements analysis for process changes.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.- 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.- 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.Employee Relations: Knowledge of the rights and obligations in the employee relations; ability to adhere to legal requirements when handling employee negotiations.- Assists employees with personal or professional problems.- Conducts employee satisfaction surveys and documents interviewees' concerns and issues.- Explains organizational policies, procedures and processes for dealing with employee relations issues.- Addresses routine problems or disciplinary issues related to employee relations, such as grievances.- Interprets and communicates employee relations policies and procedures at the local level.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 Consulting: Knowledge of HR approaches, tools and techniques; ability to inform, guide and advise managers in HR-related initiatives.- Identifies key roles and responsibilities of the HR consulting function.- Collects information on models for effective consulting of HR related issues.- Do
