Associate Director, Global HR Service Delivery (Bangkok Based -Relocation provided)
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Key skills for this role
About the Role
Agoda seeks an Associate Director to lead global HR service delivery, including People Help Desk, self-service foundations, and Global People Relations Services. This role is based in Bangkok with relocation provided.
Key Skills for This Role
Responsibilities
- Lead Agoda's employee facing People Services model across Tier 1 Help Desk, Tier 0 self service, and specialist support teams
- Define and evolve how employees and managers access support across People topics
- Lead, manage, and develop the People Services & Help Desk team to deliver high quality Tier 1 support
- Set service standards, KPIs, quality expectations, and operating controls
- Lead the Global People Relations Services team, ensuring high quality support for complex employee matters
- Own the operating interfaces across Tier 1, People Relations, and specialist teams
- Develop and execute Agoda's roadmap for Tier 0 / self service and knowledge management
- Partner with Product, Tech, Systems, and Data teams to improve People support platforms
- Monitor and improve key service performance metrics
- Act as senior People Services contact for service performance, priorities, risks, and transformation opportunities
Requirements
- Bachelor's degree in business, Human Resources, Operations, Law, Psychology, or related field
- 10+ years of relevant experience across HR shared services, employee services, People operations, employee relations, HRBP, service delivery, or related functions
- Significant leadership experience, including leading managers and/or multiple service teams
- Strong experience running a service or support function with accountability for quality and stakeholder experience
- Strong understanding of multi tier service delivery models (Tier 0, Tier 1, Tier 2)
- Meaningful exposure to employee relations or complex people issue resolution
- Strong skills in service design, operating model improvement, and process improvement
- Experience with HR technology platforms and service tools (HRIS, case management systems, knowledge bases)
- Demonstrated ability to use data and analytics to monitor performance and drive decision making
- Excellent stakeholder management and communication skills
Full Job Posting
About Agoda
- Agoda bridges the world through travel, part of Booking Holdings with over 7,000 people from 90 countries.
- Data and technology are at the heart of our culture.
About The Team
- The People Team is committed to attracting, developing, and retaining exceptional talent globally.
- People Experience and Services function designs and delivers critical people experiences and services.
Opportunity
- We are looking for an Associate Director, Head of People Services & Help Desk to lead employee facing People service delivery.
- This role leads People Help Desk / Tier 1 support, Tier 0 / self service foundations, and Global People Relations Services.
What You’ll Do
- Lead Agoda's employee facing People Services model across Tier 1 Help Desk, Tier 0 self service, and specialist support teams.
- Define and evolve how employees and managers access support across People topics.
- Lead, manage, and develop the People Services & Help Desk team to deliver high quality Tier 1 support.
- Set service standards, KPIs, quality expectations, and operating controls.
- Lead the Global People Relations Services team, ensuring high quality support for complex employee matters.
- Own the operating interfaces across Tier 1, People Relations, and specialist teams.
- Develop and execute Agoda's roadmap for Tier 0 / self service and knowledge management.
- Partner with Product, Tech, Systems, and Data teams to improve People support platforms.
- Monitor and improve key service performance metrics.
- Act as senior People Services contact for service performance, priorities, risks, and transformation opportunities.
What You’ll Need To Succeed
- Bachelor's degree in business, Human Resources, Operations, Law, Psychology, or related field; advanced degree is a plus.
- 10+ years of relevant experience across HR shared services, employee services, People operations, employee relations, HRBP, service delivery, or related functions, including significant leadership experience.
- Demonstrated experience leading managers and/or multiple service teams in a complex, matrixed, and fast paced environment.
- Strong experience running a service or support function with clear accountability for quality, responsiveness, service design, and stakeholder experience.
- Strong understanding of multi tier service delivery models, including Tier 0 / self service, Tier 1 support, and specialist / Tier 2 case management.
- Meaningful exposure to employee relations or complex people issue resolution.
- Strong skills in service design, operating model improvement, process improvement, and cross functional workflow design.
- Experience with HR technology platforms and service tools such as HRIS, case management systems, knowledge bases, and digital support tools.
- Demonstrated ability to use data and analytics to monitor performance, identify themes and root causes, and drive prioritization and decision making.
- Excellent stakeholder management and communication skills.
It’s great if you also have
- Experience in a global or regional HR shared services / People services environment.
- Experience leading both broad employee support teams and specialist employee relations or case management teams.
- Experience in knowledge management, service content strategy, and self service adoption.
- Hands on exposure to conversational AI, chatbots, virtual assistants, or workflow automation in HR or customer support environments.
- Experience improving employee experience through service redesign, process simplification, or digital product thinking.
- Experience in a high growth tech, internet, or digital business.
- Familiarity with global organizations operating across multiple countries, cultures, and regulatory environments.
Why this role matters
- This role is a unique opportunity to shape how Agoda employees and managers experience People support at scale.
- You will help build a more connected, scalable, and future ready support model, improving service quality and strengthening self service.
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