Director, Global People Services & Help Desk

Agoda; Hong Kong; On-site; HKD 100,000 - 150,000; Full time

Job summary

Agoda is seeking an Associate Director, Head of People Services & Help Desk to lead employee support delivery. The role involves overseeing Tier 1 help desk, self-service foundations, and complex employee relations.

With a focus on delivering high-quality support, you will ensure a seamless experience for employees and shape how they access People topics. Ideal candidates should have over 10 years of experience in HR operations, strong leadership skills, and a commitment to service excellence.

Qualifications

• 10+ years of relevant experience in HR shared services or related functions.
• Demonstrated experience leading managers and service teams in a complex environment.
• Strong background in handling HR queries and complex employee matters.

Responsibilities

• Lead Agoda’s People Services model across Tier 1 Help Desk support.
• Establish service standards and KPIs to ensure quality support.
• Oversee management of the Global People Relations Service team.

Skills

Leadership

Stakeholder management

Service design

Risk management

Process improvement

Education

Bachelor’s degree in business or related field

Advanced degree (preferred)

Tools

HRIS

Case management systems

Job description

Agoda is seeking an Associate Director, Head of People Services & Help Desk to lead employee support delivery. The role involves overseeing Tier 1 help desk, self-service foundations, and complex employee relations.

With a focus on delivering high-quality support, you will ensure a seamless experience for employees and shape how they access People topics. Ideal candidates should have over 10 years of experience in HR operations, strong leadership skills, and a commitment to service excellence.