Head of People Services & Help Desk

Agoda; Zürich; Vor Ort; CHF 54.000 - 99.000; Vollzeit

Zusammenfassung

Agoda is seeking an Associate Director, Head of People Services & Help Desk to lead the employee-facing service delivery model across Tier 1 Help Desk, Tier 0 self-service, and Global People Relations Services. This leadership role focuses on scalable, trusted support for employees and managers worldwide.

You will own the operating interfaces among Help Desk, People Relations, and specialist teams, driving governance, routing, and self-service enhancements while partnering with legal,

Qualifikationen

• Bachelor’s degree or higher in business, HR, operations, law, or psychology.
• 10+ years of relevant experience in HR shared services, employee services, or related functions.
• Proven leadership of managers and multiple service teams in a matrixed, fast-paced environment.
• Experience running a service or support function with quality, responsiveness, and governance.
• Strong understanding of Tier 0/1 self-service and Tier 2 case management.
• Exposure to employee relations and complex people issue resolution with governance and risk awareness.
• Excellent stakeholder management and communication skills; ability to influence leaders and partners.
• Experience with HR tech platforms and service tools; data-driven performance monitoring.

Aufgaben

• Lead Agoda’s employee-facing People Services model (Tier 1 Help Desk, Tier 0 self-service).
• Define access to support across People topics with a seamless, trusted experience.
• Set service standards, KPIs, and governance for timely, accurate case handling.
• Build a high-performance culture with accountability for employee experience.
• Oversee Global People Relations Services for complex employee matters with strong governance.

Kenntnisse

Stakeholder management

Communication

People leadership

Cross-functional collaboration

Service design

Operating model improvement

Process improvement

Data analytics

Governance & risk

Global/regional experience

Ausbildung

Bachelor’s degree in business/HR/Operations/Law/Psychology

Tools

HRIS

Case management systems

Knowledge bases

Digital support tools

Jobbeschreibung

Agoda is seeking an Associate Director, Head of People Services & Help Desk to lead the employee-facing service delivery model across Tier 1 Help Desk, Tier 0 self-service, and Global People Relations Services. This leadership role focuses on scalable, trusted support for employees and managers worldwide.

You will own the operating interfaces among Help Desk, People Relations, and specialist teams, driving governance, routing, and self-service enhancements while partnering with legal,