Agoda

4 days ago

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

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 15 hours agoStatus: Live

Job Summary

Lead Agoda’s People Services front door, owning a multi-tier support model that spans Tier 1 Help Desk, Tier 0 self-service and knowledge, and Global People Relations Services. You’ll drive service standards, KPIs, routing, escalation, and governance; manage Help Desk and People Relations teams; partner across HR, Legal, Compliance, and stakeholders; and advance digital, conversational, and AI-supported service delivery to improve employee and manager experiences globally.

Location: Bangkok

Workplace: Onsite

Employment Type: Full time

Job Function: People, HR & Talent

Seniority: Director level

Key Responsibilities

•Lead Agoda’s employee-facing People Services model across Tier 1 Help Desk support, Tier 0 self-service, and the interface into specialist support teams.
•Lead, manage, and develop the People Services & Help Desk team to deliver Tier 1 support across core HR topics (policies, processes, employee data, benefits, onboarding, leaves, mobility, and lifecycle support).
•Set service standards, KPIs, quality expectations, and operating controls to ensure timely, accurate, and compliant case handling.
•Lead the Global People Relations Services team for complex employee matters (performance concerns, misconduct, grievances, investigations, disciplinary actions, involuntary exits, and organizational-change matters).
•Own operating interfaces across Tier 1, People Relations, and specialist teams; improve routing/escalation/handoffs; build Tier 0 knowledge management and enable digital, conversational, and AI-supported service delivery.

Pay and Benefits

Perks:RelocationVisa Sponsorship

Key Requirements

•Bachelor’s degree in business, Human Resources, Operations, Law, Psychology, or a related field; advanced degree is a plus.
•Typically 10+ years of relevant experience across HR shared services, employee services, People operations, employee relations, HRBP, or service delivery, including significant leadership experience.
•Demonstrated experience leading managers and/or multiple service teams in a complex, matrixed, fast-paced environment.
•Strong experience running a service/support function with accountability for quality, responsiveness, service design, and stakeholder experience.
•Strong understanding of multi-tier service delivery models (Tier 0 self-service, Tier 1 support, and specialist/Tier 2 case management).

Experience:10+ yearsHR shared servicesEmployee servicesPeople operationsEmployee relationsService delivery

Education:Bachelor's in business, Human Resources, Operations, Law, Psychology, or a related field

Skills:Service deliveryOperational leadershipSystems thinkingStakeholder managementPeople leadership

Languages:English

Tech Stack:HRISCase management systemsKnowledge basesDigital support toolsAIConversational AIChatbotsWorkflow automation

Eligibility

Work Authorization:Sponsorship available.

Company Brief

Agoda

Agoda operates a global online travel booking platform offering hotels, vacation rentals, flights, and other travel services. It provides price comparison, deals, and booking management for leisure and business travelers worldwide.

Industry: TravelTech

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Headquarters: Singapore, Singapore

Founded: 2005

Glassdoor: 3.8

Website LinkedIn

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Agoda

4 days ago

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

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 15 hours agoStatus: Live

Job Summary

Location: Bangkok

Workplace: Onsite

Employment Type: Full time

Job Function: People, HR & Talent

Seniority: Director level

Key Responsibilities

•Lead Agoda’s employee-facing People Services model across Tier 1 Help Desk support, Tier 0 self-service, and the interface into specialist support teams.
•Lead, manage, and develop the People Services & Help Desk team to deliver Tier 1 support across core HR topics (policies, processes, employee data, benefits, onboarding, leaves, mobility, and lifecycle support).
•Set service standards, KPIs, quality expectations, and operating controls to ensure timely, accurate, and compliant case handling.
•Lead the Global People Relations Services team for complex employee matters (performance concerns, misconduct, grievances, investigations, disciplinary actions, involuntary exits, and organizational-change matters).
•Own operating interfaces across Tier 1, People Relations, and specialist teams; improve routing/escalation/handoffs; build Tier 0 knowledge management and enable digital, conversational, and AI-supported service delivery.

Pay and Benefits

Perks:RelocationVisa Sponsorship

Key Requirements

•Bachelor’s degree in business, Human Resources, Operations, Law, Psychology, or a related field; advanced degree is a plus.
•Typically 10+ years of relevant experience across HR shared services, employee services, People operations, employee relations, HRBP, or service delivery, including significant leadership experience.
•Demonstrated experience leading managers and/or multiple service teams in a complex, matrixed, fast-paced environment.
•Strong experience running a service/support function with accountability for quality, responsiveness, service design, and stakeholder experience.
•Strong understanding of multi-tier service delivery models (Tier 0 self-service, Tier 1 support, and specialist/Tier 2 case management).

Experience:10+ yearsHR shared servicesEmployee servicesPeople operationsEmployee relationsService delivery

Education:Bachelor's in business, Human Resources, Operations, Law, Psychology, or a related field

Skills:Service deliveryOperational leadershipSystems thinkingStakeholder managementPeople leadership

Languages:English

Tech Stack:HRISCase management systemsKnowledge basesDigital support toolsAIConversational AIChatbotsWorkflow automation

Eligibility

Work Authorization:Sponsorship available.

Company Brief

Agoda

Industry: TravelTech

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Headquarters: Singapore, Singapore

Founded: 2005

Glassdoor: 3.8

Website LinkedIn