# Associate Director, Global HR Service Delivery (Bangkok Based -Relocation provided)

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

**Apply**: https://job-boards.greenhouse.io/agoda/jobs/8070837?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_78511451-73c

## Description

At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world. Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe.

The People Team at Agoda is committed to attracting, developing, and retaining exceptional talent from across the globe. We work to create an inclusive, high-performing, and engaging environment where employees can grow, contribute meaningfully, and do their best work.

We are looking for an Associate Director, Head of People Services & Help Desk to lead Agoda’s employee-facing People service delivery model across People Help Desk / Tier 1 support, Tier 0 / self-service foundations, and Global People Relations Services.

Responsibilities:

- Lead Agoda’s People Services front door and employee support model

- Lead the People Services & Help Desk team to deliver high-quality, consistent, and empathetic Tier 1 support

- Lead Global People Relations Services, ensuring high-quality and well-governed support across complex employee matters

- Own the operating interfaces across Tier 1, People Relations, and specialist teams

- Build Tier 0 / self-service and knowledge management foundations

- Enable digital, conversational, and AI-supported service delivery

- Drive operational excellence and continuous improvement

- Lead through insight, stakeholder partnership, and change

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, service delivery, or related functions

- Demonstrated experience leading managers and/or multiple service teams in a complex, matrixed, and fast-paced environment

- Strong experience running a service or support function with clear accountability for quality, responsiveness, service design, and stakeholder experience

- Strong understanding of multi-tier service delivery models

- Meaningful exposure to employee relations or complex people issue resolution

- Strong skills in service design, operating model improvement, process improvement, and cross-functional workflow design

- Experience with HR technology platforms and service tools

- Demonstrated ability to use data and analytics to monitor performance and drive decision-making

- Excellent stakeholder management and communication skills

Nice to Have:

- Experience in a global or regional HR shared services / People services environment

- Experience leading both broad employee support teams and specialist employee relations or case management teams

- Experience in knowledge management, service content strategy, and self-service adoption

## Skills

### Required
- HR shared services
- employee services
- People operations
- employee relations
- service delivery
- HRBP
- service design
- operating model improvement
- process improvement
- cross-functional workflow design
- HR technology platforms
- service tools
- data and analytics
- stakeholder management
- communication skills

### Nice to have
- global or regional HR shared services
- knowledge management
- service content strategy
- self-service adoption
- conversational AI

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/agoda/jobs/8070837?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)