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

Agoda

New Delhi

On-site

INR 9,192,768 - 17,236,440

Full time

14 days+

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Job summary

Agoda is seeking an Associate Director, Head of People Services & Help Desk to lead a global employee-facing service delivery model across Tier 1 support, Tier 0 self-service, and People Relations. The role focuses on scalable processes, policy-aligned handling, and high-quality customer experiences.

Based in Bangkok with relocation support, remote work is not offered. You will drive cross-functional collaboration with HR, Legal, Compliance, and Product teams to build AI-enabled, data-driven

Qualifications

Bachelor’s degree in business, Human Resources, Operations, Law, Psychology, or related field.
10+ years of experience across HR shared services, people operations, employee relations, HRBP, or service delivery, with leadership.
Experience leading managers or multiple service teams in a matrixed, fast-paced environment.
Proven track record in running a service function with accountability for quality and stakeholder experience.
Experience with multi-tier service delivery models (Tier 0/1 and Tier 2).
Experience in employee relations or complex issue resolution with governance awareness.
Skills in service design, operating model improvement, and workflow design.
Experience with HR tech platforms, HRIS, case management, knowledge bases, and digital tools.
Analytical mindset with data-driven decision making.
Excellent stakeholder management and communication skills.
Global, evolving, ambiguous environment with bias for execution and scale.

Responsibilities

Lead Agoda’s People Services front door and employee support model.
Define and evolve how employees access support across People topics.
Establish service principles, operating rhythms, and leadership across teams.
Ensure the model scales with growth and global reach.
Deliver high-quality Tier 1 support across HR topics such as policies, onboarding, leaves, mobility, and data.
Set service standards, KPIs, quality expectations, 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, exits.
Partner with HR Business Partners, Legal, Compliance for policy-aligned handling.
Drive standards in case management, risk identification, and decision quality.
Use case trends to inform policy design and processes.
Own interfaces across Tier 1, People Relations, and specialist teams.
Define routing, escalation models, intake criteria, handoffs, and resolution pathways.
Ensure joined-up service across People teams.
Clarify roles 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 resolution of common queries.
Strengthen knowledge ecosystem: FAQs, content, decision trees, and guidance.
Partner with policy owners to simplify topics into scalable content.
Drive case deflection and content governance.
Enable digital, conversational, and AI-supported service delivery.
Partner to improve platforms and workflows; design AI use cases.
Provide leadership input on AI solution rollout and privacy controls.
Drive operational excellence and continuous improvement.
Monitor performance metrics; improve workflows, training, and QA.
Lead transformation with an employee-service perspective.

Skills

People leadership

HR shared services

Service delivery

Tier 1 Help Desk

Knowledge management

Data analytics

Stakeholder management

Global operations

AI-enabled solutions

Education

Bachelor's degree in business, Human Resources, Operations, Law, Psychology, or related field

Advanced degree preferred

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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