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People Care Specialist - Mandarin Speaker

People Care Specialist - Mandarin Speaker

  • Location Malaysia - Central - Kuala Lumpur
  • Travel required No
  • Job category HR Group
  • Relocation available No
  • Job type Professionals
  • Job code 136453BR
  • Experience level Entry
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Job summary

Services & Solutions is an internal global HR shared services organisation, responsible for delivering centralised and standardised HR services for bp from a number of geographical delivery centres. Services & Solutions - People Care Advisors are the first point of contact for HR related matters; the team are policy and process experts, dedicated to delivering the best experience.

The purpose of this role is to provide guidance and support to colleagues related to People & Culture policies and processes. The role holder will also perform people and culture transactions and contribute to continuous improvement activities.


  • First point of contact for employees, line managers and people advisors. Supporting full employee life cycle query resolution via live channels e.g. chat and case management. Examples queries include:
    • Life event queries (how to, when, where)
    • Time and attendance queries (how to, what type, when)
    • Reward, performance and compensation queries
    • Coaching line managers through employee relations queries
    • Providing exit guidance
  • Use our operating framework and service enabling technologies to manage queries.
    • Create, update, triage and/or resolve cases according to our services commitment
    • Follow defined problem and incident management processes, escalate where necessary
    • Proactively seek advice on unclear processes and suggest solutions to problems
    • Evaluate high risk cases/trends and deliver regular updates to leads
    • Execute in-scope transactions in people and culture applications
  • Support basic people and culture system(s) navigation
    • Promote the use of self-service
    • Diagnose individual system queries and seek resolution
    • Perform initial investigation for technical issues and triage them to the centralized application support team
  • Support proactive project activities
    • Support new joiners, movers and leavers by providing enhanced care services
    • Identify and execute continuous improvements opportunities
    • Support knowledge creation and maintenance
    • Support global change and implementation projects
    • Support cyclical people and culture activities

  • This is an open position for Mandarin speaker, able to read and speak.
  • Actively working to develop capability in line with the people and culture capability framework, with an equal blend of EQ, IQ and drive.

Technical Capability
  • HR generalist/practitioner or related/equivalent experience
  • Problem solving skills demonstrated through experience in case management
  • Numeracy & analytical thinking – able to quickly and effectively analyse data to provide business insights
  • Risk Management – able to manage ER/IR cases responsibly, identifying, pre-empting and mitigating risk
Business Capability
  • Customer focus – Puts the customer at the heart of decision making
  • Solution focus – applies judgement and common sense and seeks to identify solutions which will add value
  • Business acumen – ability to manage the needs of our colleagues in the context of business strategy. Keeps up to date with internal and external context, seeks to understand the relationship between their activity and the bp business strategy
Leadership & EQ Capability
  • Acts with integrity - demonstrating the bp values and behaviours.
  • Inclusion and working together – proactively builds and maintains inclusive relationships with a diverse set of stakeholders.
  • Group mind set - remembers to look beyond individual performance to consider the bigger picture and the team perspective.
  • Calm under pressure and able to work in ambiguous environments.
  • Demonstrates curiosity, resilience and openness to new experiences.

Desirable Criteria
  • Foundation knowledge of CRM tools
  • Foundation knowledge of Microsoft 365
  • Foundation knowledge of Workday or other HR Data management system
  • Bachelor’s degree in HR/relevant business field required
  • 3 years experience in a HR or other shared services environment is preferred

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