Head of Global People Services & Help Desk

Agoda; Singapore; On-site; SGD 57,000 - 80,000; Full time

Benefits offered by this job

Relocation support

Job summary

Agoda is seeking an Associate Director, Head of People Services & Help Desk to lead the employee support model across Tier 1 Help Desk, Tier 0 self-service, and Global People Relations Services. This role drives service standards, governance, and scalable processes for a global workforce.

Based in Bangkok with relocation support, you will build a high-performing, data-driven team, own operating interfaces, and partner with Legal, Compliance, and HRBPs to ensure compliant, empathetic, and

Qualifications

• 10+ years of experience in HR shared services, People operations, or related fields.
• Proven track record leading managers and multiple service teams in a fast-paced, matrixed environment.
• Strong experience running a service or support function with clear accountability for quality and user experience.
• Experience with HR technology platforms and service tools such as HRIS and knowledge bases.

Responsibilities

• Lead Agoda’s People Services front door across Tier 1, Tier 0, and Global People Relations Services.
• Define and evolve how employees access support across People topics with a seamless, trusted experience.
• Establish service principles, KPIs, and operating controls for timely, accurate case handling.
• Own and improve routing, escalation, and governance across service interfaces.

Skills

People leadership

HR service delivery

Stakeholder management

Process improvement

Education

Bachelor's degree in business or HR

Tools

HRIS

Case management systems

Knowledge bases

Job description

Agoda is seeking an Associate Director, Head of People Services & Help Desk to lead the employee support model across Tier 1 Help Desk, Tier 0 self-service, and Global People Relations Services. This role drives service standards, governance, and scalable processes for a global workforce.

Based in Bangkok with relocation support, you will build a high-performing, data-driven team, own operating interfaces, and partner with Legal, Compliance, and HRBPs to ensure compliant, empathetic, and