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

Agoda
Bangkok
Workplace: OnsiteFull timeFunction: People, HR & TalentExperience: 10+ yearsEducation: bachelorsSkills: ["Service delivery","Operational leadership","Systems thinking","Stakeholder management","People leadership"]

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.

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Agoda
Agoda
1 month ago

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

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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
Glassdoor: 3.8
WebsiteLinkedIn