Director, Global People Services & Help Desk

Agoda; Kuala Lumpur; On-site; MYR 366,151 - 528,885; Full time

Job summary

Agoda is seeking an Associate Director, Head of People Services & Help Desk in Kuala Lumpur to lead the employee-facing People service delivery model.

This key leadership role involves shaping how employees access support on HR topics, striving for a high-quality, responsive service experience.

The ideal candidate will have significant experience in HR operations, service design, and leadership.

Qualifications

• Typically 10+ years of HR shared services or employee relations experience.
• Experience leading multiple service teams in a complex, fast-paced environment.
• Strong understanding of multi-tier service delivery models.

Responsibilities

• Lead Agoda’s employee-facing People Services model.
• Establish strong service principles and operating rhythms.
• Drive operational excellence and continuous improvement.

Skills

Leadership

Service Design

Stakeholder Management

Process Improvement

Data Analytics

Education

Bachelor’s degree in business, Human Resources, Operations, or related field

Tools

HRIS

Case Management Systems

Knowledge Bases

Job description

Agoda is seeking an Associate Director, Head of People Services & Help Desk in Kuala Lumpur to lead the employee-facing People service delivery model.

This key leadership role involves shaping how employees access support on HR topics, striving for a high-quality, responsive service experience.

The ideal candidate will have significant experience in HR operations, service design, and leadership.