# [GSD] Lead, People Tech Operation Excellence (Bangkok Based, relocation provided)

**Company**: Agoda
**Location**: Bangkok, Thailand
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Human Resources
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/agoda/jobs/8302957?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_7145f7da-bb5

## Description

The Global Service Delivery (GSD) team at Agoda is responsible for office infrastructure and staff connectivity, providing hardware, software, and system access to enable employees to work efficiently across global offices.

The People Technology (HR Tech) team manages systems that power Agoda's people operations, including Workday, supporting key HR processes such as employee lifecycle management, performance reviews, and organisational data.

As Lead, People Technology Operational Excellence, you will help shape how People Technology supports employees across Agoda, owning HRIS service operations covering Tier 2+ tickets, change requests, and data access requests.

Responsibilities:

- Lead HRIS operations at Tier 2 and above process, including change requests and data access requests, with clear prioritisation, routing, escalation, and ownership through resolution.

- Lead operational reviews, track corrective actions, and measure improvement against agreed baselines and targets for efficiency, quality, and employee experience.

- Monitor service level agreements (SLAs), workload, and aging tickets; coordinate timely action to maintain service quality.

- Build dashboards and analyse ticket trends, resolution times, customer satisfaction (CSAT), and reopen rates to guide operational decisions.

- Validate ticket data and standardise metric definitions so performance reporting is accurate, consistent, and actionable.

- Create and maintain SOPs, process maps, and knowledge articles, including approval and access controls for change requests and data access requests.

- Investigate recurring issues and prioritise process improvements, self-service, and automation based on employee impact, risk, and effort.

- Coordinate change requests with HRIS specialists and project managers, including requirements, approvals, testing, support handovers, and process adoption.

Requirements:

- 8+ years of experience in HRIS or IT service operations, or HR Technology, shared services, or operational excellence, with hands-on responsibility for ticket management and process improvement.

- Hands-on experience with ticketing tools such as Jira Service Management, ServiceNow, or Zendesk, managing queues, priorities, SLAs, and escalations for support tickets, change requests, and data access requests.

- Strong data analytics skills, including Excel or Google Sheets and reporting tools, with the ability to validate data, identify root causes, and translate insights into practical improvements.

- Experience creating SOPs and process maps, standardising workflows, and helping teams adopt consistent ways of working.

- Experience defining service metrics and KPIs, establishing baselines and targets, and building dashboards that balance efficiency, quality, and customer satisfaction.

- Strong stakeholder management skills, with the ability to align technical and business teams, manage expectations, and drive action through clear written and spoken English.

- A proactive approach and strong ownership, with sound prioritisation and judgment when handling confidential employee data and access controls.

Nice to Have:

- Hands-on Workday experience, including HRIS support, business processes, reporting, or security and access management.

- SQL skills or experience with Power BI, Tableau, or Zendesk Explore.

- Practical knowledge of ITIL, Lean, Six Sigma, self-service, or workflow automation.

- Experience working across regions in an international technology company.

## Skills

### Required
- HRIS
- IT service operations
- Operational Excellence
- Ticketing tools
- Data analytics
- SOP creation
- Process mapping
- Stakeholder management

### Nice to have
- Workday
- SQL
- Power BI
- Tableau
- Zendesk Explore
- ITIL
- Lean
- Six Sigma

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/agoda/jobs/8302957?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)