Associate Director, Global People Services and Help Desk (Bangkok Based -Relocation provided)

Навыки

• Коммуникация
• HR-процессы
• Лидерство
• Ответственность за результат
• Роадмап
• Маршрутизация и NAT
• Работа со стейкхолдерами

О компании и продукте

• At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.
• Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.
• No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us.
• The People Team at Agoda is committed to attracting, developing, and retaining exceptional talent from across the globe. We work to create an inclusive, high-performing, and engaging environment where employees can grow, contribute meaningfully, and do their best work. Through a strong focus on people experience, service quality, and business partnership, we help Agoda scale while preserving what makes our culture distinctive.

Задачи

• Lead Agoda’s People Services front door and employee support model
• Lead Agoda’s employee-facing People Services model across Tier 1 Help Desk support , Tier 0 self-service , and the interface into specialist support teams
• Define and evolve how employees and managers access support across People topics, ensuring a clear, seamless, and trusted experience
• Establish strong service principles, operating rhythms, and leadership across the teams responsible for day-to-day People support and complex employee issue resolution
• Ensure Agoda’s People support model scales effectively with organizational growth, complexity, and global reach
• Lead the People Services & Help Desk team
• Lead, manage, and develop the People Services & Help Desk team to deliver high-quality, consistent, and empathetic Tier 1 support across core HR topics such as policies, processes, employee data, benefits, onboarding, leaves, mobility, and general employee lifecycle support
• Set service standards, KPIs, quality expectations, and operating controls to ensure timely, accurate, and compliant case handling
• Build a strong service culture with clear accountability for employee experience, right-first-time resolution, responsiveness, and professionalism
• Oversee workforce planning, capacity management, and prioritization across service demand, seasonal peaks, and new People initiatives
• Lead Global People Relations Services
• Lead the Global People Relations Services team, ensuring high-quality and well-governed support across complex employee matters such as performance concerns, misconduct, grievances, investigations, disciplinary actions, involuntary exits, and employee matters arising from organizational change
• Ensure clear service ownership, escalation pathways, and governance across People Relations case handling
• Partner closely with HR Business Partners, Legal, Compliance, and other relevant stakeholders to ensure people relations matters are handled fairly, consistently, pragmatically, and in line with internal policies and local legal requirements
• Drive high standards in case management, documentation, risk identification, and decision quality across the People Relations team
• Use case trends and themes to inform improvements in manager guidance, policy design, service processes, and broader practices
• Own the operating interfaces across Tier 1, People Relations, and specialist teams
• Serve as the senior operational owner for how work flows between Help Desk / Tier 1 , People Relations Services , and other Tier 2 / specialist teams across the People organization
• Define and continuously improve routing logic, escalation models, intake criteria, handoffs, service ownership, and resolution pathways
• Ensure employees and managers experience a joined-up service model even when multiple People teams are involved
• Clarify roles and interfaces across Help Desk, People Relations, Payroll, Rewards, Mobility, People Partners, CoEs, and other specialist teams
• Build Tier 0 / self-service and knowledge management foundations
• Develop and execute Agoda’s roadmap for Tier 0 / self-service , moving the organization toward more proactive, intuitive, and self-directed resolution of common People queries
• Own and strengthen the People knowledge ecosystem, including FAQs, help content, decision trees, agent guidance, and employee-facing support materials
• Partner with policy owners and People SMEs to simplify complex topics into clear, scalable, and user-friendly content

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