Associate Director, Global HR Shared Services (Bangkok Based -Relocation provided)

Agoda

Jakarta Pusat

On-site

IDR 809,061,495 - 1,132,686,093

Full time

14 days+

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Job summary

Agoda seeks an Associate Director, Head of People Services & Help Desk to lead employee-facing service delivery across global teams. Based in Bangkok with relocation support, this role drives Tier 1/0 support, People Relations, and cross-functional interfaces to ensure policy-aligned, high-quality service.

You will shape knowledge management, self-service roadmaps, and AI-enabled support while building a high-performance, global service culture in a fast-growing tech environment.

Qualifications

Bachelor’s degree in business, HR, operations, law, psychology, or related field.
10+ years in HR shared services, people operations, employee relations, HRBP, or service delivery.
Experience leading managers or multiple service teams in a complex, matrixed environment.
Experience running a service or support function with quality and stakeholder focus.
Proficiency in multi-tier service delivery models (Tier 0, Tier 1, and Tier 2).

Responsibilities

Lead the People Services front door and employee support model across Tier 1 and Tier 0.
Set service standards, KPIs, and operating controls for case handling.
Build a strong service culture with accountability for employee experience.
Oversee workforce planning and capacity management.
Lead Global People Relations Services for performance, misconduct, grievances, investigations.
Own interfaces across Tier 1, People Relations, and specialist teams.

Skills

Strategic leadership

Stakeholder management

Service design

Data-driven decision making

Global program management

Education

Bachelor’s degree in business, HR, operations, law, psychology, or related field

Advanced degree is a plus

Tools

HRIS

Case management systems

Knowledge bases

Digital support tools

Job description

About Agoda

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.

About The Team

The People Team at Agoda is committed to attracting, developing, and retaining exceptional talent from across the globe. Through a strong focus on people experience, service quality, and business partnership, we help Agoda scale while preserving what makes our culture distinctive. Within the People Team, the People Experience and Services function designs and delivers critical people experiences, services, and operating foundations that support employees and managers across the employee lifecycle.

Opportunity

We are looking for an Associate Director, Head of People Services & Help Desk to lead Agoda’s employee‑facing People service delivery model across People Help Desk / Tier 1 support, Tier 0 / self‑service foundations, and Global People Relations Services. This key leadership role is based in Bangkok (relocation supported). We are not open to remote work.

What You’ll Do

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 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 teams responsible for day‑to‑day People support and complex employee issue resolution.
- Ensure the model scales effectively with organizational growth and global reach.
Lead the People Services & Help Desk team
- 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 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 accountability for employee experience and responsiveness.
- Oversee workforce planning, capacity management, and prioritization across demand peaks and new initiatives.
Lead Global People Relations Services
- Ensure high‑quality, well‑governed support across complex employee matters such as performance, misconduct, grievances, investigations, disciplinary actions, involuntary exits, and changes.
- Partner with HR Business Partners, Legal, Compliance, and other stakeholders to ensure fair, consistent, and policy‑aligned handling.
- Drive high standards in case management, documentation, risk identification, and decision quality.
- Use case trends to inform service improvements in policy design and processes.
Own the operating interfaces across Tier 1, People Relations, and specialist teams
- Serve as senior operational owner for cross‑team workflows.
- Define and improve routing logic, escalation models, intake criteria, handoffs, and resolution pathways.
- Ensure joined‑up service model across all People teams.
- Clarify roles and interfaces with Payroll, Rewards, Mobility, Partners, CoEs, and others.
Build Tier 0 / self‑service and knowledge management foundations
- Execute roadmap for Tier 0 self‑service and proactive, intuitive resolution of common queries.
- Strengthen the People knowledge ecosystem: FAQs, help content, decision trees, agent guidance, and employee‑facing materials.
- Partner with policy owners and SMEs to simplify complex topics into clear, scalable content.
- Drive case deflection, content governance, and adoption through measurement and improvement.
Enable digital, conversational, and AI‑supported service delivery
- Partner with Product, Tech, Systems, and Data teams to improve support platforms and workflows.
- Shape practical use cases for conversational and AI solutions to enhance employee experience.
- Provide leadership input into design, testing, rollout, and refinement of AI‑enabled solutions.
- Ensure appropriate controls, privacy, and trust mechanisms for digital channels.
Drive operational excellence and continuous improvement
- Monitor and improve key performance metrics across Help Desk and People Relations Services.
- Lead improvements in workflows, playbooks, standard responses, training, QA, and reporting.
- Partner with Service Excellence and stakeholders to simplify processes and improve experiences.
- Embed controls, compliance, and data privacy across operations.
Lead through insight, stakeholder partnership, and change
- Act as senior contact for performance, priorities, risks, and transformation opportunities.
- Provide regular insight and reporting to leaders on trends and improvement opportunities.
- Coordinate messaging around policy changes and new tools.
- Support broader transformation with an employee‑service perspective.

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 experience across HR shared services, people operations, employee relations, HRBP, or service delivery, with significant leadership experience.
Demonstrated experience leading managers or multiple service teams in a complex, matrixed, fast‑paced environment.
Strong experience running a service or support function with accountability for quality, responsiveness, design, and stakeholder experience.
Proficiency in multi‑tier service delivery models (Tier 0, Tier 1, and specialist/Tier 2).
Experience in employee relations or complex issue resolution, with sound judgment and governance awareness.
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 for monitoring performance, identifying themes, and driving decisions.
Excellent stakeholder management and communication skills to build trust and influence across leaders and partners.
Strong people leadership capability, coaching, building team capability, and creating a high‑performance, service‑oriented culture.
Comfort operating in a global, evolving, and ambiguous environment with a bias for execution, improvement, and scale.

It’s great if you also have

Experience in global or regional HR shared services / people services environment.
Experience leading broad employee support teams and specialist employee relations teams.
Experience in knowledge management, service content strategy, and self‑service adoption.
Hands‑on exposure to conversational AI, chatbots, virtual assistants, or workflow automation.
Experience improving employee experience through service redesign and digital product thinking.
Experience in a high‑growth tech, internet, or digital business.
Familiarity with global organizations across multiple countries 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. By building a connected, scalable, and future‑ready support model, you will improve service quality, strengthen self‑service, and ensure complex cases are handled with care and consistency. Your work will directly influence employee experience, manager effectiveness, and the evolution of the People function as Agoda grows globally.

Equal Opportunity Employer

At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics. We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.

Disclaimer

We do not accept any terms or conditions, nor do we recognize any agency’s representation of a candidate, from unsolicited third‑party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.

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