Head of Global People Services & Help Desk

Agoda Company Pte. Ltd.; Metro Manila; Presencial; PHP 7.582.000 - 11.372.000; Jornada completa

Descripción de la vacante

Agoda is seeking an Associate Director, Head of People Services & Help Desk to lead our employee-facing service delivery model across Help Desk, self-service, and Global People Relations Services. You will shape how employees access support on a wide range of People topics, from everyday HR questions to sensitive matters requiring expert intervention.

Based in Bangkok with relocation support, this senior role demands strong service leadership, governance, data-driven decision making, and a

Formación

• Bachelor’s degree in business, HR, operations, law, psychology.
• 10+ years in HR shared services, employee services, People operations, employee relations, HRBP, service delivery or related functions.
• Experience leading managers in a complex, matrixed, fast-paced environment.

Responsabilidades

• Lead Tier 1 Help Desk and Tier 0 self-service across People topics.
• Define seamless, trusted employee support experiences.
• Set service standards, KPIs, and governance across teams.
• Scale the People support model with growth and global reach.
• Oversee Global People Relations Services for complex matters.
• Partner with HR, Legal, Compliance on policy and governance.
• Drive self-service, knowledge management, and AI-enabled support.
• Monitor KPIs and drive continuous improvement.

Conocimientos

People leadership

HR shared services

Service delivery

Stakeholder management

Policy design

Data analytics

Educación

Bachelor's degree (HR / Operations)

Herramientas

HRIS

Case management

Knowledge base

Digital tools

Descripción del empleo

Agoda is seeking an Associate Director, Head of People Services & Help Desk to lead our employee-facing service delivery model across Help Desk, self-service, and Global People Relations Services. You will shape how employees access support on a wide range of People topics, from everyday HR questions to sensitive matters requiring expert intervention.

Based in Bangkok with relocation support, this senior role demands strong service leadership, governance, data-driven decision making, and a