Director, Global People Services & Help Desk

Agoda; Manila; On-site; PHP 4,910,988 - 7,366,482; Full time

Job summary

Agoda is looking for an Associate Director, Head of People Services & Help Desk to shape employee service delivery across HR topics. This role is key to ensuring high-quality support for complex employee matters, guiding a team that handles critical employee services.

You will lead, develop, and manage the People Services team, focusing on operational excellence, service design, and enhancing the employee experience. Candidates should possess a strong HR background with demonstrated leadership capability and exceed 10 years of experience.

Qualifications

• Typically 10+ years of relevant experience in HR shared services or related functions.
• Demonstrated experience leading multiple service teams in a fast-paced environment.
• Strong understanding of multi-tier service delivery models.

Responsibilities

• Lead the People Services model for employee-facing support.
• Ensure effective service delivery and issue resolution.
• Monitor service performance metrics and drive improvements.

Skills

Leadership

Human Resources Expertise

Service Design

Data Analytics

Stakeholder Management

Education

Bachelor's degree in business or related field

Advanced degree

Tools

HRIS

Case management systems

Job description

Agoda is looking for an Associate Director, Head of People Services & Help Desk to shape employee service delivery across HR topics. This role is key to ensuring high-quality support for complex employee matters, guiding a team that handles critical employee services.

You will lead, develop, and manage the People Services team, focusing on operational excellence, service design, and enhancing the employee experience. Candidates should possess a strong HR background with demonstrated leadership capability and exceed 10 years of experience.