HR Service Delivery Specialist

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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.

Role Definition: The HR Operations Specialist is responsible for managing and optimizing assigned HR processes across the employee lifecycle while ensuring operational excellence, compliance, data integrity, and a positive employee experience. This role serves as a subject matter expert (SME) for designated HR operational processes, handling complex cases, analyzing trends and metrics, identifying process improvement opportunities, and partnering with key stakeholders to drive standardization and continuous improvement initiatives. The Specialist plays a critical role in ensuring the consistent delivery of high-quality HR services and operational support across the organization.

What you will do:

• Serve as the primary subject matter expert (SME) for assigned HR operational processes and employee lifecycle activities.
• Manage and oversee complex HR transactions, employee cases, and process exceptions requiring specialized knowledge and judgment.
• Analyze HR operational metrics, trends, and service delivery performance to identify areas for improvement.
• Ensure accurate execution of employee lifecycle processes, including onboarding, employee changes, leave administration support, and terminations.
• Monitor data quality and perform audits to ensure compliance, accuracy, and consistency across HR systems and records.
• Investigate and resolve complex employee and stakeholder inquiries that cannot be addressed through standard procedures.
• Develop, maintain, and continuously improve standard operating procedures (SOPs), process documentation, and knowledge management resources.
• Partner with HR Business Partners, Talent Acquisition, Payroll, Total Rewards, and other stakeholders to ensure seamless HR service delivery.
• Identify process gaps, operational risks, and inefficiencies, proposing and implementing sustainable solutions.
• Support and lead continuous improvement initiatives focused on automation, standardization, and service optimization.
• Participate in system implementations, process transitions, testing activities, and change management initiatives as needed.
• Generate, analyze, and present HR operational reports and insights to support decision-making.
• Ensure compliance with company policies, internal controls, labor requirements, and audit standards.
• Provide guidance, training, and knowledge sharing to HR Operations Coordinators and other team members.

Skills you will have:
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.
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.
Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
Employee Relations: Knowledge of the rights and obligations in the employee relations; ability to adhere to legal requirements when handling employee negotiations.
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.
Human Resources Consulting and Human Resources Operations: Knowledge of HR approaches, tools and techniques; ability to inform, guide and advise managers in HR-related initiatives. 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.

Basic Requirements:

• Bachelor's degree in Human Resources, Business Administration, Psychology, or a related field.
• 4+ years of experience in HR Operations, HR Shared Services, Human Resources Administration, or a related HR function.
• Proven experience managing employee lifecycle processes and complex HR transactions.
• Experience analyzing HR operational data, identifying trends, and recommending process improvements.
• Strong knowledge of HR systems and employee data management practices.
• Experience creating and maintaining process documentation and standard operating procedures.
• Strong analytical and problem-solving skills with the ability to make sound decisions based on available information.
• Ability to manage multiple priorities and work independently in a fast-paced environment.
• Excellent communication and stakeholder management skills.
• Strong attention to detail and commitment to data accuracy and compliance.
• Advanced proficiency in Microsoft Excel and other Microsoft Office applications.
• English High Intermediate

Top candidates will also have:

• Experience working in an HR Shared Services or Global Business Services environment.
• Experience with HRIS platforms such as Workday, SAP SuccessFactors, Oracle HCM, or similar systems.
• Knowledge of HR compliance, audit requirements, and data privacy regulations.
• Experience supporting HR transformation, process optimization, or automation initiatives.
• Familiarity with Lean, Six Sigma, Continuous Improvement, or similar methodologies.
• Experience developing operational dashboards, service metrics, and KPI reporting.
• Experience supporting regional or global HR operations across multiple countries.
• Project management experience or exposure to cross-functional initiatives.
• English Advanced

Additional Information:

Location: Caterpillar Torreón, Planta 1.

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Posting Dates:

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

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