เงื่อนไขการค้นหา

ประสบการณ์:

5 ปีขึ้นไป

ทักษะ:

Human Resource Management, Project Management, Power point, Leadership Skill, Labor law

ประเภทงาน:

งานประจำ

• Translate business strategy into people priorities (workforce planning, talent, performance, capability, engagement) and drive interventions aligned to outcomes.
• Advise leaders on leadership effectiveness, team performance, employee relations, and people risk; act as a trusted advisor and constructive challenger.
• Use people insights and analytics (HR metrics, dashboards, trends) to diagnose root causes and recommend actions to strengthen human capital.
• Manage complex employee relations issues and conflict resolution.
• Organization Effectiveness & Design.
• Lead strategic workforce planning, manpower planning, and personnel budget management in partnership with business leaders and HR COEs.
• Lead organization design and restructuring in partnership with business leaders and HR COEs.
• Provide HR governance and advisory support to KBank subsidiaries to strengthen HR capability and ensure appropriate policy alignment.
• Program Execution.
• Implement enterprise HR programs, policies, processes, and procedures within assigned business units.
• Partner with COEs and HR Operations to deliver end-to-end people processes (e.g., performance, rewards, promotion, talent, engagement) with strong service quality.
• Build strong working relationships across HR and business stakeholders to align priorities and ensure effective execution.
• Change Management.
• Act as a change leader to support transformation and organizational change, ensuring adoption and effective execution of business strategy.
• Provide coaching, communication, and stakeholder management support to leaders and managers through change impacts (e.g., transformation, organization design, workforce movements, capability building, talent and succession planning, employee relations, and engagement actions).
• Assess change impacts and readiness, define mitigation plans, and track adoption to ensure sustainable outcomes.
• Bachelor's Degree and above in Business Administration, Strategic Management, Human Resource Management, Psychology, or related fields.
• Minimum 5-7 years of experience in HR/HRBP roles (8+ years recommended for Senior HRBP) within a large organization or complex/matrix environment.
• Proven experience partnering with executives and line managers to deliver the people agenda (workforce, capability, talent, performance, engagement,) aligned to business priorities.
• Hands-on experience managing employee relations, complex cases, negotiations, and conflict resolution with sound judgment and confidentiality.
• Demonstrated change leadership and project experience (transformation, restructuring, culture/ways of working) with strong multi-stakeholder engagement.
• Knowledge & Skills.
• Organization effectiveness skills, including organization design, workforce planning, and personnel budget management (preferred).
• Solid understanding of end-to-end HR practices (workforce planning, talent & succession, performance, rewards, engagement) and basic labor law principles (preferred).
• Strong business acumen and consultative skills; able to influence and challenge senior leaders on people and organizational topics.
• Change management capability: stakeholder management, communication planning, coaching, and adoption tracking to ensure sustainable outcomes.
• Strong project management and cross-functional collaboration skills with ownership mindset and service orientation.
• Analytical and problem-solving capability; proficient in using people analytics/HR metrics to diagnose root causes and translate insights into actionable recommendations.
• Excellent communication and presentation skills in Thai and English; effective coaching and conflict-management skills; able to perform under pressure.
• Proficient in MS Excel and PowerPoint; comfortable with HR systems and digital tools to support analysis and reporting.
• This position requires a criminal record information check prior consideration for employment to ensure safety and maintain standards of the organization.

ประเภทงาน:

งานประจำ

• Act as a trusted HR contact for managers and employees, providing guidance on HR policies, processes, and people matters.
• Collaborate with HRBPs in other countries to align HR activities with the global HR calendar.
• Support manpower planning, maintaining an up-to-date organization chart and job descriptions for all business units.
• Manage employee profiles and updates in the HR system, including rotations, promotions, and transfers.
• Collect, analyze, and deliver HR data and reports to stakeholders (e.g., compensation benchmarks, turnover reports, exit interviews, engagement surveys).
• Partner with the recruitment team to attract and assess talent, participate in interviews, and manage hiring administration.
• Prepare and verify compensation and benefits transactions for HR Shared Services (e.g., overtime, allowances, insurance).
• Coordinate with external agencies for visa and work permit requests.
• Propose and implement HR process improvements to enhance efficiency and employee experience.
• Contribute to HR initiatives that promote a happy and engaging workplace culture.
• QualificationsBachelor s or Master s degree in Human Resource Management or related field.
• Minimum 5 years of HR management experience, preferably with exposure to end-to-end HR functions.
• Strong analytical, detail-oriented, and problem-solving skills with a growth mindset.
• Service-minded and able to work effectively in a diverse, multicultural environment.
• Experience in FMCG or fast-paced industries will be an advantage..
• K.Thanakarn - Talent Acquisition & Onboarding.
• Tel: 02----980.
• Company: HAVI Logistics Thailand Limited.
• 989 หมู่ที่ 15 ตำบลบางเสาธง อำเภอบางเสาธง จ.สมุทรปราการ 10570.

ประสบการณ์:

12 ปีขึ้นไป

ทักษะ:

Korean

ประเภทงาน:

งานประจำ

• Act as primary HR Business Partner for assigned business units and build trusted relationships with Division Heads, Team Heads and people managers.
• Understand business priorities, workforce structure and operational challenges and translate them into people implications and actions.
• Advise managers on workforce, organization, retention, performance, employee engagement and people-management matters.
• Facilitate regular Business People Reviews and ensure agreed people actions are owned, tracked and closed.
• Proactively identify people risks and recommend preventive actions before issues escalate.
• Workforce & People Risk.
• Review headcount, vacancies, turnover, employee movement, absence, overtime, performance and other workforce indicators for assigned portfolios.
• Identify critical roles, key-person risks, retention concerns and workforce vulnerabilities.
• Develop people-risk assessments and practical action plans with business leaders.
• Partner with HRM on people analytics and reward information and with HR Operations on accurate source data and transactions.
• Employee Relations.
• Lead and advise on complex employee relations cases including performance issues, PIP, disciplinary actions, grievances, misconduct, investigations and separation matters.
• Ensure ER cases are handled consistently, fairly and in accordance with company policy, Thai labor law and appropriate documentation standards.
• Coach managers on difficult people conversations and corrective / preventive actions.
• Identify ER trends, recurring issues and management behaviors that require broader intervention.
• Escalate high-risk, senior, legal-sensitive or reputational matters to Team Head and CHRO as appropriate.
• HRBP Operating Model Setup.
• Support Team Head in establishing HRBP service scope, portfolio governance, escalation rules and interaction model with HR functional teams.
• Develop HRBP tools including Business People Profiles, People Risk Heatmaps, action trackers and Business People Review templates.
• Establish practical weekly / monthly HRBP reporting and business engagement cadence.
• Continuously improve HRBP ways of working using data, technology and AI-enabled tools.
• Associate HRBP Development & Collaboration.
• Coach and develop Associate HRBP to independently manage assigned lower-complexity portfolios and support complex portfolios.
• Review Associate HRBP analysis, recommendations and sensitive cases before escalation when appropriate.
• Coordinate with HRM, HR Operations, TA, L&D and other stakeholders while retaining ownership of the business relationship and issue closure.
• Support cross-functional HR and business projects affecting assigned portfolios.
• Job Qualification.
• Job Qualification.
• Bachelor's degree or higher in Human Resources, Business Administration, Law, Organizational Psychology or related field.
• Minimum 8-12 years of progressive HR experience, ideally in HRBP, HR Generalist or Employee Relations roles.
• Strong experience advising managers and business leaders on workforce, performance and employee relations matters.
• Strong working knowledge of Thai labor law, ER case management, PIP, disciplinary processes and investigations.
• Strong business acumen, problem-solving ability and confidence working with senior stakeholders.
• Ability to interpret people data, identify business implications and provide practical recommendations.
• Demonstrated independence, maturity, integrity and sound judgment in sensitive situations.
• Good command of English and strong presentation / communication skills.
• Experience helping build or improve HRBP practices is an advantage.

ประสบการณ์:

5 ปีขึ้นไป

ทักษะ:

Accounts Receivable, Financial Reporting, Project Management, Accounts Payable, Risk Management

ประเภทงาน:

งานประจำ

• The Senior Manager serves as the regional process owner for Payroll Payment operations, providing leadership over service delivery, governance, controls, compliance, and transformation initiatives. The role is accountable for ensuring effective payment governance, operational excellence, stakeholder satisfaction, and continuous improvement while maintaining strong financial stewardship and risk management practices across Asia Pacific. The role partners closely with the Regional Director, Finance Projects (RDFP) to deliver operational excellence, process standardization, automation ...
• Education and Experience Bachelor's Degree in Finance or Accounting preferred; or related major. 8 -12 years of progressive payroll and accounting experience. Minimum 5 years of leadership experience managing payroll teams. Proven experience in leading Global Business Services organizations is preferred. Experience managing cross-border teams and complex regional operations. Proficiency in reading and writing in English (additional language required for certain positions). Positive, self-starter and highly driven Strong business acumen and strategic thinking Deep understanding of P2P and payroll processes. Working knowledge of payroll tax and statutory requirements across APAC markets. Expertise in process improvement (Lean, Six Sigma, automation) Excellent stakeholder management and influencing skills Strong analytical, problem-solving, and decision-making skills Effective communication and executive presentation skills Experience with ERP systems (e.g., SAP, Oracle) and analytics tools (e.g., Power BI) This role requires flexibility to support business needs across time zones and may involve occasional travel within the region. COMPETENCIES, BASIC SKILLS, PERSONAL CHARACTERISTICS Leadership Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace. Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding. Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions. Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values. Leading Through Vision and Values - Keeps the organization's vision and values at the forefront of decision making and action. Managing Change - Initiates and/or manages the change process and energizes it on an ongoing basis, taking steps to remove barriers or accelerate its pace; serves as role model for how to handle change by maintaining composure and performance under pressure or when experiencing challenges. Strategy Development - Develops business plans by exploring and systematically evaluating opportunities with the greatest potential for producing positive results; ensures successful preparation and execution of business plans through effective planning, organizing, and on-going evaluation processes Managing Execution Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members. Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively acts and goes beyond what is required. Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed. Building Relationships Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships. Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company's service standards. Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential. Strategic Partnerships - Develops collaborative relationships with fellow employees and business partners by making them feel valued, appreciated, and included; explores partnership opportunities with other people in and outside the organization; influences and leverages corporate and continental centralized services and/or discipline leaders (e.g., HR, Sales & Marketing, Finance, Revenue Management) to achieve objectives; maintains effective external relations with government, business and industry in respective countries; performs effectively as a liaison between locations, disciplines, and corporate to ensure needed resources are received and corporate strategies are understood and executed. Generating Talent and Organizational Capability Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit. Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives. Learning and Applying Professional Expertise Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges. Administration and Management - Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership techniques, production methods, and coordination of people and resources. Applied Business Knowledge - Evaluates market conditions, organizational objectives, and important aspects of the business to accurately diagnose market opportunities and threats; anticipates opportunities and threats, identify issues, and develop strategies and plans. Aligning individual and team actions with strategies and plans to drive business results. Management of Financial Resources - Determining how money will be spent to get the work done and accounting for these expenditures. Continuous Learning - Actively identifies new areas for learning; regularly creates and takes advantage of learning opportunities; uses newly gained knowledge and skill on the job and learns through their application. Strategy Knowledge - Understanding and utilizing professional skills and knowledge in a specific functional area to conduct and manage business operations and generate innovative solutions to approach function-specific strategic work challenges. Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges. This includes but not limited to Auditing and Reconciliation, General Finance and Accounting, Analysis, Accounting Knowledge, Auditing Skills and Accounts Payable and Accounts Receivable. Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.

ประสบการณ์:

5 ปีขึ้นไป

ทักษะ:

Accounts Receivable, Financial Reporting, Project Management, Accounts Payable, Problem Solving

ประเภทงาน:

งานประจำ

• The Financial Controller, R2R Shared Services and Projects is responsible for leading Record-to-Report operations across Asia Pacific, ensuring the integrity of financial reporting, accounting compliance, balance sheet governance, internal controls, and statutory reporting. The role partners closely with the Regional Director, Shared Services and Projects to drive operational excellence, standardization, automation, and continuous improvement across accounting and finance processes. The Financial Controller acts as the regional process owner for R2R activities and is accountable fo ...
• Education and Experience Bachelor's Degree in Finance or Accounting preferred; or related major. CPA, CA or equivalent qualifications 8 -12 years of progressive accounting and finance experience. Minimum 5 years of leadership experience managing accounting teams. Proven experience in leading Shared Services or Global Business Services organizations is preferred. Experience managing cross-border teams and complex regional operations. Proficiency in reading and writing in English (additional language required for certain positions). Positive, self-starter and highly driven Strong business acumen and strategic thinking Deep understanding of Record-to-Report processes Expertise in process improvement (Lean, Six Sigma, automation) Excellent stakeholder management and influencing skills Strong analytical, problem-solving, and decision-making skills Effective communication and executive presentation skills Experience with ERP systems (e.g., SAP, Oracle) and analytics tools (e.g., Power BI) This role requires flexibility to support business needs across time zones and may involve occasional travel within the region. COMPETENCIES, BASIC SKILLS, PERSONAL CHARACTERISTICS Leadership Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace. Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding. Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions. Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values. Leading Through Vision and Values - Keeps the organization's vision and values at the forefront of decision making and action. Managing Change - Initiates and/or manages the change process and energizes it on an ongoing basis, taking steps to remove barriers or accelerate its pace; serves as role model for how to handle change by maintaining composure and performance under pressure or when experiencing challenges. Strategy Development - Develops business plans by exploring and systematically evaluating opportunities with the greatest potential for producing positive results; ensures successful preparation and execution of business plans through effective planning, organizing, and on-going evaluation processes Managing Execution Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members. Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively acts and goes beyond what is required. Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed. Building Relationships Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships. Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company's service standards. Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential. Strategic Partnerships - Develops collaborative relationships with fellow employees and business partners by making them feel valued, appreciated, and included; explores partnership opportunities with other people in and outside the organization; influences and leverages corporate and continental shared services and/or discipline leaders (e.g., HR, Sales & Marketing, Finance, Revenue Management) to achieve objectives; maintains effective external relations with government, business and industry in respective countries; performs effectively as a liaison between locations, disciplines, and corporate to ensure needed resources are received and corporate strategies are understood and executed. Generating Talent and Organizational Capability Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit. Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives. Learning and Applying Professional Expertise Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges. Administration and Management - Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership techniques, production methods, and coordination of people and resources. Applied Business Knowledge - Evaluates market conditions, organizational objectives, and important aspects of the business to accurately diagnose market opportunities and threats; anticipates opportunities and threats, identify issues, and develop strategies and plans. Aligning individual and team actions with strategies and plans to drive business results. Management of Financial Resources - Determining how money will be spent to get the work done and accounting for these expenditures. Continuous Learning - Actively identifies new areas for learning; regularly creates and takes advantage of learning opportunities; uses newly gained knowledge and skill on the job and learns through their application. Strategy Knowledge - Understanding and utilizing professional skills and knowledge in a specific functional area to conduct and manage business operations and generate innovative solutions to approach function-specific strategic work challenges. Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges. This includes but not limited to Auditing and Reconciliation, General Finance and Accounting, Analysis, Accounting Knowledge, Auditing Skills and Accounts Payable and Accounts Receivable. Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.

ประสบการณ์:

7 ปีขึ้นไป

ทักษะ:

Financial Analysis, Microsoft Office, Accounting, Automation, Payroll

ประเภทงาน:

งานประจำ

• The Senior Payroll Operations Specialist is responsible for managing and coordinating end-to-end payroll operations across multiple countries within the Asia Pacific region. The role acts as a key liaison between internal stakeholders and outsourced payroll service providers to ensure payroll is processed accurately, timely, and in compliance with local statutory requirements and company policies. The incumbent will support payroll governance, compliance activities, data validation, reporting, payroll accounting support, and process improvement initiatives. The role works closely w ...
• Education and Experience Bachelor's Degree in Accounting, Finance, Human Resources, Business Administration, or a related discipline. Minimum 5-7 years of payroll operations experience, including multi-country APAC payroll administration. Experience working with outsourced payroll providers in a regional environment. Strong knowledge of payroll legislation, tax regulations, and statutory requirements across APAC markets. Experience supporting payroll audits, reconciliations, and payroll accounting activities Exposure to payroll system implementations and process improvement projects preferred. Proficient in Microsoft Office, particularly Excel. Effective communication and interpersonal skills. Excellent attention to detail and accuracy. Knowledge of payroll accounting and general ledger reconciliation. High level of integrity and confidentiality. Ability to work independently and collaboratively across regional teams. Ability to manage multiple deadlines in a fast-paced environment. COMPETENCIES, BASIC SKILLS, PERSONAL CHARACTERISTICS Managing Execution Driving for Results - Delivers accurate and timely outputs. Planning and Organizing - Effectively manages priorities during close cycles. Accountability - Takes ownership of assigned processes and deliverables. Building Relationships Collaboration - Works effectively across teams and geographies. Stakeholder Management - Builds productive relationships with internal business partners. Customer Focus - Provides responsive and high-quality support. Learning and Applying Professional Expertise Technical Accounting Knowledge - Applies accounting principles and policies effectively. Financial Analysis - Interprets financial information and identifies key drivers. Governance and Controls - Maintains a strong control and compliance mindset. Continuous Improvement - Identifies and implements operational efficiencies. Business Acumen - Understands business impacts and financial outcomes. Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.

ทักษะ:

Quality Assurance, Recruitment, Automation, Payroll, YouTube

ประเภทงาน:

งานประจำ

• 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. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.
• No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you're ready to begin your best journey and help build travel for the world, join us.
• 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. Through a strong focus on people experience, service quality, and business partnership, we help Agoda scale while preserving what makes our culture distinctive.
• Within the People Team, the.
• People Experience and Services.
• function is responsible for designing and delivering critical people experiences, services, and operating foundations that support employees and managers across the employee lifecycle. This includes enabling smooth onboarding and mobility experiences, delivering effective workplace and office services, and ensuring employees have access to timely, trusted, and high-quality support when they need it.
• At the center of this model sits.
• People Services & Help Desk.
• Agoda's front door for People support supported by specialist service teams such as.
• People Relations Services. Together, these teams play a critical role in how employees and managers experience the People function day to day: through clear guidance, responsive support, effective issue resolution, and trusted handling of sensitive people matters.
• Opportunity.
• 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.
• This is a key leadership role within People Experience and Services, responsible for shaping how employees and managers access support across a wide range of People topics from day-to-day HR questions and lifecycle support to more complex and sensitive employee matters requiring specialist intervention.
• People Help Desk / Tier 1 services.
• Tier 0 / self-service and knowledge foundations.
• Global People Relations Services., including case governance and specialist support for complex employee relations matters.
• You will own the effectiveness of Agoda's People support model from the employee and manager perspective, ensuring it is clear, trusted, scalable, and increasingly insight-driven. This includes strengthening service standards, improving routing and handoffs across teams, enabling greater self-service, and ensuring sensitive employee matters are handled with appropriate quality, consistency, and governance.
• This role is ideal for a leader who combines strong service delivery and operational leadership with sound judgment, systems thinking, and the ability to build a modern, scalable People support model in a global, fast-moving organization.
• This position is based in.
• Bangkok. Agoda provides relocation support for successful candidates who are not currently located in Bangkok. Please note that we are.
• not open to remote work.
• or the possibility of being based in other locations.
• Lead Agoda's People Services front door and employee support model.
• 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.
• Define and evolve how employees and managers access support across People topics, ensuring a clear, seamless, and trusted experience.
• Establish strong service principles, operating rhythms, and leadership across the teams responsible for day-to-day People support and complex employee issue resolution.
• Ensure Agoda's People support model scales effectively with organizational growth, complexity, and global reach.
• Lead the People Services & Help Desk team.
• Lead, manage, and develop the.
• People Services & Help Desk.
• team to deliver high-quality, consistent, and empathetic Tier 1 support across core HR topics such as policies, processes, employee data, benefits, onboarding, leaves, mobility, and general employee lifecycle support.
• Set service standards, KPIs, quality expectations, and operating controls to ensure timely, accurate, and compliant case handling.
• Build a strong service culture with clear accountability for employee experience, right-first-time resolution, responsiveness, and professionalism.
• Oversee workforce planning, capacity management, and prioritization across service demand, seasonal peaks, and new People initiatives.
• Lead Global People Relations Services.
• Lead the.
• Global People Relations Services.
• team, ensuring high-quality and well-governed support across complex employee matters such as performance concerns, misconduct, grievances, investigations, disciplinary actions, involuntary exits, and employee matters arising from organizational change.
• Ensure clear service ownership, escalation pathways, and governance across People Relations case handling.
• Partner closely with HR Business Partners, Legal, Compliance, and other relevant stakeholders to ensure people relations matters are handled fairly, consistently, pragmatically, and in line with internal policies and local legal requirements.
• Drive high standards in case management, documentation, risk identification, and decision quality across the People Relations team.
• Use case trends and themes to inform improvements in manager guidance, policy design, service processes, and broader practices.
• Own the operating interfaces across Tier 1, People Relations, and specialist teams.
• Serve as the senior operational owner for how work flows between.
• Help Desk / Tier 1.
• People Relations Services., and other Tier 2 / specialist teams across the People organization.
• Define and continuously improve routing logic, escalation models, intake criteria, handoffs, service ownership, and resolution pathways.
• Ensure employees and managers experience a joined-up service model even when multiple People teams are involved.
• Clarify roles and interfaces across Help Desk, People Relations, Payroll, Rewards, Mobility, People Partners, CoEs, and other specialist teams.
• Build Tier 0 / self-service and knowledge management foundations.
• Develop and execute Agoda's roadmap for.
• Tier 0 / self-service., moving the organization toward more proactive, intuitive, and self-directed resolution of common People queries.
• Own and strengthen the People knowledge ecosystem, including FAQs, help content, decision trees, agent guidance, and employee-facing support materials.
• Partner with policy owners and People SMEs to simplify complex topics into clear, scalable, and user-friendly content.
• Drive case deflection, knowledge reuse, content governance, and self-service adoption through disciplined measurement and continuous improvement.
• Enable digital, conversational, and AI-supported service delivery.
• Partner with Product, Tech, Systems, and Data teams to improve People support platforms, workflows, and user journeys across self-service and case management.
• Identify and help shape practical use cases for conversational and agentic AI within People Services, ensuring they enhance employee experience and complement human support.
• Provide leadership input into the design, testing, rollout, and continuous refinement of AI-enabled and digital service solutions.
• Ensure appropriate controls, privacy, escalation paths, and trust mechanisms are in place for all digital and AI-supported support channels.
• Drive operational excellence and continuous improvement.
• Monitor and improve key service performance metrics across Help Desk and People Relations Services, such as case volume, first contact resolution, time to resolution, service quality, customer satisfaction, escalation rates, re-open rates, and self-service deflection.
• Lead ongoing improvements in workflows, playbooks, standard responses, training, quality assurance, and reporting.
• Partner with People Service Excellence and other stakeholders to simplify processes, remove friction, and improve end-to-end employee and manager experiences.
• Ensure effective controls, compliance, documentation standards, and data privacy practices are embedded across service operations.
• Lead through insight, stakeholder partnership, and change.
• Act as the senior People Services contact for service performance, priorities, risks, and transformation opportunities.
• Provide regular insight and reporting to People leaders on service trends, root causes, organizational pain points, and improvement opportunities.
• Partner with Communications and relevant People teams to coordinate messaging around policy changes, process updates, and new tools or services.
• Support broader People transformation by bringing an employee-service lens to operating model design, simplification, and capability building across the function.
• What you'll need to succeed.
• 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, including significant leadership experience.
• 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, including Tier 0 / self-service, Tier 1 support, and specialist / Tier 2 case management.
• Meaningful exposure to employee relations or complex people issue resolution, with sound judgment on sensitive matters and a strong appreciation for governance, risk, and consistency.
• Strong skills in service design, operating model improvement, process improvement, and cross-functional workflow design.
• Experience with HR technology platforms and service tools such as HRIS, case management systems, knowledge bases, and digital support tools.
• Demonstrated ability to use data and analytics to monitor performance, identify themes and root causes, and drive prioritization and decision-making.
• Excellent stakeholder management and communication skills, with the ability to build trust and influence across leaders, specialist teams, and cross-functional partners.
• Strong people leadership capability, including coaching leaders and managers, building team capability, and creating a high-performance, service-oriented culture.
• Comfort operating in a global, evolving, and ambiguous environment, with a strong bias for execution, improvement, and scale.
• It's great if you also 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.
• Hands-on exposure to conversational AI, chatbots, virtual assistants, or workflow automation in HR or customer support environments.
• Experience improving employee experience through service redesign, process simplification, or digital product thinking.
• Experience in a high-growth tech, internet, or digital business.
• Familiarity with global organizations operating across multiple countries, cultures, and regulatory environments.
• Why this role matters.
• This role is a unique opportunity to shape how Agoda employees and managers experience People support at scale. From everyday HR queries to more complex and sensitive employee matters, the teams in this scope play an important role in making sure our people feel supported, informed, and able to navigate key moments in their Agoda journey with confidence.
• As.
• Associate Director, Head of People Services & Help Desk., you will help build a more connected, scalable, and future-ready support model, improving service quality, strengthening self-service, and ensuring complex cases are handled with care and consistency. Your work will directly influence employee experience, manager effectiveness, and how the People function continues to evolve as Agoda grows globally.
• PeopleServices.
• Please review our Hiring Process Guidelines before your interview click.
• here.
• to learn how interviewing at Agoda works.
• Discover more about working at Agoda.
• Agoda Careers.
• https://careersatagoda.com.
• Facebook.
• https://www.facebook.com/agodacareers/.
• LinkedIn.
• https://www.linkedin.com/company/agoda.
• YouTube.
• https://www.youtube.com/agodalife.
• Equal Opportunity Employer.
• At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person's merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.
• We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.
• Disclaimer.
• We do not accept any terms or conditions, nor do we recognize any agency's representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.

ทักษะ:

Quality Assurance, Recruitment, Automation, Payroll, YouTube

ประเภทงาน:

งานประจำ

• 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. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.
• No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you're ready to begin your best journey and help build travel for the world, join us.
• 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. Through a strong focus on people experience, service quality, and business partnership, we help Agoda scale while preserving what makes our culture distinctive.
• Within the People Team, the.
• People Experience and Services.
• function is responsible for designing and delivering critical people experiences, services, and operating foundations that support employees and managers across the employee lifecycle. This includes enabling smooth onboarding and mobility experiences, delivering effective workplace and office services, and ensuring employees have access to timely, trusted, and high-quality support when they need it.
• At the center of this model sits.
• People Services & Help Desk.
• Agoda's front door for People support supported by specialist service teams such as.
• People Relations Services. Together, these teams play a critical role in how employees and managers experience the People function day to day: through clear guidance, responsive support, effective issue resolution, and trusted handling of sensitive people matters.
• Opportunity.
• 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.
• This is a key leadership role within People Experience and Services, responsible for shaping how employees and managers access support across a wide range of People topics from day-to-day HR questions and lifecycle support to more complex and sensitive employee matters requiring specialist intervention.
• People Help Desk / Tier 1 services.
• Tier 0 / self-service and knowledge foundations.
• Global People Relations Services., including case governance and specialist support for complex employee relations matters.
• You will own the effectiveness of Agoda's People support model from the employee and manager perspective, ensuring it is clear, trusted, scalable, and increasingly insight-driven. This includes strengthening service standards, improving routing and handoffs across teams, enabling greater self-service, and ensuring sensitive employee matters are handled with appropriate quality, consistency, and governance.
• This role is ideal for a leader who combines strong service delivery and operational leadership with sound judgment, systems thinking, and the ability to build a modern, scalable People support model in a global, fast-moving organization.
• This position is based in.
• Bangkok. Agoda provides relocation support for successful candidates who are not currently located in Bangkok. Please note that we are.
• not open to remote work.
• or the possibility of being based in other locations.
• Lead Agoda's People Services front door and employee support model.
• 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.
• Define and evolve how employees and managers access support across People topics, ensuring a clear, seamless, and trusted experience.
• Establish strong service principles, operating rhythms, and leadership across the teams responsible for day-to-day People support and complex employee issue resolution.
• Ensure Agoda's People support model scales effectively with organizational growth, complexity, and global reach.
• Lead the People Services & Help Desk team.
• Lead, manage, and develop the.
• People Services & Help Desk.
• team to deliver high-quality, consistent, and empathetic Tier 1 support across core HR topics such as policies, processes, employee data, benefits, onboarding, leaves, mobility, and general employee lifecycle support.
• Set service standards, KPIs, quality expectations, and operating controls to ensure timely, accurate, and compliant case handling.
• Build a strong service culture with clear accountability for employee experience, right-first-time resolution, responsiveness, and professionalism.
• Oversee workforce planning, capacity management, and prioritization across service demand, seasonal peaks, and new People initiatives.
• Lead Global People Relations Services.
• Lead the.
• Global People Relations Services.
• team, ensuring high-quality and well-governed support across complex employee matters such as performance concerns, misconduct, grievances, investigations, disciplinary actions, involuntary exits, and employee matters arising from organizational change.
• Ensure clear service ownership, escalation pathways, and governance across People Relations case handling.
• Partner closely with HR Business Partners, Legal, Compliance, and other relevant stakeholders to ensure people relations matters are handled fairly, consistently, pragmatically, and in line with internal policies and local legal requirements.
• Drive high standards in case management, documentation, risk identification, and decision quality across the People Relations team.
• Use case trends and themes to inform improvements in manager guidance, policy design, service processes, and broader practices.
• Own the operating interfaces across Tier 1, People Relations, and specialist teams.
• Serve as the senior operational owner for how work flows between.
• Help Desk / Tier 1.
• People Relations Services., and other Tier 2 / specialist teams across the People organization.
• Define and continuously improve routing logic, escalation models, intake criteria, handoffs, service ownership, and resolution pathways.
• Ensure employees and managers experience a joined-up service model even when multiple People teams are involved.
• Clarify roles and interfaces across Help Desk, People Relations, Payroll, Rewards, Mobility, People Partners, CoEs, and other specialist teams.
• Build Tier 0 / self-service and knowledge management foundations.
• Develop and execute Agoda's roadmap for.
• Tier 0 / self-service., moving the organization toward more proactive, intuitive, and self-directed resolution of common People queries.
• Own and strengthen the People knowledge ecosystem, including FAQs, help content, decision trees, agent guidance, and employee-facing support materials.
• Partner with policy owners and People SMEs to simplify complex topics into clear, scalable, and user-friendly content.
• Drive case deflection, knowledge reuse, content governance, and self-service adoption through disciplined measurement and continuous improvement.
• Enable digital, conversational, and AI-supported service delivery.
• Partner with Product, Tech, Systems, and Data teams to improve People support platforms, workflows, and user journeys across self-service and case management.
• Identify and help shape practical use cases for conversational and agentic AI within People Services, ensuring they enhance employee experience and complement human support.
• Provide leadership input into the design, testing, rollout, and continuous refinement of AI-enabled and digital service solutions.
• Ensure appropriate controls, privacy, escalation paths, and trust mechanisms are in place for all digital and AI-supported support channels.
• Drive operational excellence and continuous improvement.
• Monitor and improve key service performance metrics across Help Desk and People Relations Services, such as case volume, first contact resolution, time to resolution, service quality, customer satisfaction, escalation rates, re-open rates, and self-service deflection.
• Lead ongoing improvements in workflows, playbooks, standard responses, training, quality assurance, and reporting.
• Partner with People Service Excellence and other stakeholders to simplify processes, remove friction, and improve end-to-end employee and manager experiences.
• Ensure effective controls, compliance, documentation standards, and data privacy practices are embedded across service operations.
• Lead through insight, stakeholder partnership, and change.
• Act as the senior People Services contact for service performance, priorities, risks, and transformation opportunities.
• Provide regular insight and reporting to People leaders on service trends, root causes, organizational pain points, and improvement opportunities.
• Partner with Communications and relevant People teams to coordinate messaging around policy changes, process updates, and new tools or services.
• Support broader People transformation by bringing an employee-service lens to operating model design, simplification, and capability building across the function.
• What you'll need to succeed.
• 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, including significant leadership experience.
• 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, including Tier 0 / self-service, Tier 1 support, and specialist / Tier 2 case management.
• Meaningful exposure to employee relations or complex people issue resolution, with sound judgment on sensitive matters and a strong appreciation for governance, risk, and consistency.
• Strong skills in service design, operating model improvement, process improvement, and cross-functional workflow design.
• Experience with HR technology platforms and service tools such as HRIS, case management systems, knowledge bases, and digital support tools.
• Demonstrated ability to use data and analytics to monitor performance, identify themes and root causes, and drive prioritization and decision-making.
• Excellent stakeholder management and communication skills, with the ability to build trust and influence across leaders, specialist teams, and cross-functional partners.
• Strong people leadership capability, including coaching leaders and managers, building team capability, and creating a high-performance, service-oriented culture.
• Comfort operating in a global, evolving, and ambiguous environment, with a strong bias for execution, improvement, and scale.
• It's great if you also 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.
• Hands-on exposure to conversational AI, chatbots, virtual assistants, or workflow automation in HR or customer support environments.
• Experience improving employee experience through service redesign, process simplification, or digital product thinking.
• Experience in a high-growth tech, internet, or digital business.
• Familiarity with global organizations operating across multiple countries, cultures, and regulatory environments.
• Why this role matters.
• This role is a unique opportunity to shape how Agoda employees and managers experience People support at scale. From everyday HR queries to more complex and sensitive employee matters, the teams in this scope play an important role in making sure our people feel supported, informed, and able to navigate key moments in their Agoda journey with confidence.
• As.
• Associate Director, Head of People Services & Help Desk., you will help build a more connected, scalable, and future-ready support model, improving service quality, strengthening self-service, and ensuring complex cases are handled with care and consistency. Your work will directly influence employee experience, manager effectiveness, and how the People function continues to evolve as Agoda grows globally.
• PeopleServices.
• Please review our Hiring Process Guidelines before your interview click.
• here.
• to learn how interviewing at Agoda works.
• Discover more about working at Agoda.
• Agoda Careers.
• https://careersatagoda.com.
• Facebook.
• https://www.facebook.com/agodacareers/.
• LinkedIn.
• https://www.linkedin.com/company/agoda.
• YouTube.
• https://www.youtube.com/agodalife.
• Equal Opportunity Employer.
• At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person's merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.
• We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.
• Disclaimer.
• We do not accept any terms or conditions, nor do we recognize any agency's representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.

ทักษะ:

Quality Assurance, Recruitment, Automation, Payroll, YouTube

ประเภทงาน:

งานประจำ

• 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. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.
• No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you're ready to begin your best journey and help build travel for the world, join us.
• 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. Through a strong focus on people experience, service quality, and business partnership, we help Agoda scale while preserving what makes our culture distinctive.
• Within the People Team, the.
• People Experience and Services.
• function is responsible for designing and delivering critical people experiences, services, and operating foundations that support employees and managers across the employee lifecycle. This includes enabling smooth onboarding and mobility experiences, delivering effective workplace and office services, and ensuring employees have access to timely, trusted, and high-quality support when they need it.
• At the center of this model sits.
• People Services & Help Desk.
• Agoda's front door for People support supported by specialist service teams such as.
• People Relations Services. Together, these teams play a critical role in how employees and managers experience the People function day to day: through clear guidance, responsive support, effective issue resolution, and trusted handling of sensitive people matters.
• Opportunity.
• 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.
• This is a key leadership role within People Experience and Services, responsible for shaping how employees and managers access support across a wide range of People topics from day-to-day HR questions and lifecycle support to more complex and sensitive employee matters requiring specialist intervention.
• People Help Desk / Tier 1 services.
• Tier 0 / self-service and knowledge foundations.
• Global People Relations Services., including case governance and specialist support for complex employee relations matters.
• You will own the effectiveness of Agoda's People support model from the employee and manager perspective, ensuring it is clear, trusted, scalable, and increasingly insight-driven. This includes strengthening service standards, improving routing and handoffs across teams, enabling greater self-service, and ensuring sensitive employee matters are handled with appropriate quality, consistency, and governance.
• This role is ideal for a leader who combines strong service delivery and operational leadership with sound judgment, systems thinking, and the ability to build a modern, scalable People support model in a global, fast-moving organization.
• This position is based in.
• Bangkok. Agoda provides relocation support for successful candidates who are not currently located in Bangkok. Please note that we are.
• not open to remote work.
• or the possibility of being based in other locations.
• Lead Agoda's People Services front door and employee support model.
• 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.
• Define and evolve how employees and managers access support across People topics, ensuring a clear, seamless, and trusted experience.
• Establish strong service principles, operating rhythms, and leadership across the teams responsible for day-to-day People support and complex employee issue resolution.
• Ensure Agoda's People support model scales effectively with organizational growth, complexity, and global reach.
• Lead the People Services & Help Desk team.
• Lead, manage, and develop the.
• People Services & Help Desk.
• team to deliver high-quality, consistent, and empathetic Tier 1 support across core HR topics such as policies, processes, employee data, benefits, onboarding, leaves, mobility, and general employee lifecycle support.
• Set service standards, KPIs, quality expectations, and operating controls to ensure timely, accurate, and compliant case handling.
• Build a strong service culture with clear accountability for employee experience, right-first-time resolution, responsiveness, and professionalism.
• Oversee workforce planning, capacity management, and prioritization across service demand, seasonal peaks, and new People initiatives.
• Lead Global People Relations Services.
• Lead the.
• Global People Relations Services.
• team, ensuring high-quality and well-governed support across complex employee matters such as performance concerns, misconduct, grievances, investigations, disciplinary actions, involuntary exits, and employee matters arising from organizational change.
• Ensure clear service ownership, escalation pathways, and governance across People Relations case handling.
• Partner closely with HR Business Partners, Legal, Compliance, and other relevant stakeholders to ensure people relations matters are handled fairly, consistently, pragmatically, and in line with internal policies and local legal requirements.
• Drive high standards in case management, documentation, risk identification, and decision quality across the People Relations team.
• Use case trends and themes to inform improvements in manager guidance, policy design, service processes, and broader practices.
• Own the operating interfaces across Tier 1, People Relations, and specialist teams.
• Serve as the senior operational owner for how work flows between.
• Help Desk / Tier 1.
• People Relations Services., and other Tier 2 / specialist teams across the People organization.
• Define and continuously improve routing logic, escalation models, intake criteria, handoffs, service ownership, and resolution pathways.
• Ensure employees and managers experience a joined-up service model even when multiple People teams are involved.
• Clarify roles and interfaces across Help Desk, People Relations, Payroll, Rewards, Mobility, People Partners, CoEs, and other specialist teams.
• Build Tier 0 / self-service and knowledge management foundations.
• Develop and execute Agoda's roadmap for.
• Tier 0 / self-service., moving the organization toward more proactive, intuitive, and self-directed resolution of common People queries.
• Own and strengthen the People knowledge ecosystem, including FAQs, help content, decision trees, agent guidance, and employee-facing support materials.
• Partner with policy owners and People SMEs to simplify complex topics into clear, scalable, and user-friendly content.
• Drive case deflection, knowledge reuse, content governance, and self-service adoption through disciplined measurement and continuous improvement.
• Enable digital, conversational, and AI-supported service delivery.
• Partner with Product, Tech, Systems, and Data teams to improve People support platforms, workflows, and user journeys across self-service and case management.
• Identify and help shape practical use cases for conversational and agentic AI within People Services, ensuring they enhance employee experience and complement human support.
• Provide leadership input into the design, testing, rollout, and continuous refinement of AI-enabled and digital service solutions.
• Ensure appropriate controls, privacy, escalation paths, and trust mechanisms are in place for all digital and AI-supported support channels.
• Drive operational excellence and continuous improvement.
• Monitor and improve key service performance metrics across Help Desk and People Relations Services, such as case volume, first contact resolution, time to resolution, service quality, customer satisfaction, escalation rates, re-open rates, and self-service deflection.
• Lead ongoing improvements in workflows, playbooks, standard responses, training, quality assurance, and reporting.
• Partner with People Service Excellence and other stakeholders to simplify processes, remove friction, and improve end-to-end employee and manager experiences.
• Ensure effective controls, compliance, documentation standards, and data privacy practices are embedded across service operations.
• Lead through insight, stakeholder partnership, and change.
• Act as the senior People Services contact for service performance, priorities, risks, and transformation opportunities.
• Provide regular insight and reporting to People leaders on service trends, root causes, organizational pain points, and improvement opportunities.
• Partner with Communications and relevant People teams to coordinate messaging around policy changes, process updates, and new tools or services.
• Support broader People transformation by bringing an employee-service lens to operating model design, simplification, and capability building across the function.
• What you'll need to succeed.
• 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, including significant leadership experience.
• 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, including Tier 0 / self-service, Tier 1 support, and specialist / Tier 2 case management.
• Meaningful exposure to employee relations or complex people issue resolution, with sound judgment on sensitive matters and a strong appreciation for governance, risk, and consistency.
• Strong skills in service design, operating model improvement, process improvement, and cross-functional workflow design.
• Experience with HR technology platforms and service tools such as HRIS, case management systems, knowledge bases, and digital support tools.
• Demonstrated ability to use data and analytics to monitor performance, identify themes and root causes, and drive prioritization and decision-making.
• Excellent stakeholder management and communication skills, with the ability to build trust and influence across leaders, specialist teams, and cross-functional partners.
• Strong people leadership capability, including coaching leaders and managers, building team capability, and creating a high-performance, service-oriented culture.
• Comfort operating in a global, evolving, and ambiguous environment, with a strong bias for execution, improvement, and scale.
• It's great if you also 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.
• Hands-on exposure to conversational AI, chatbots, virtual assistants, or workflow automation in HR or customer support environments.
• Experience improving employee experience through service redesign, process simplification, or digital product thinking.
• Experience in a high-growth tech, internet, or digital business.
• Familiarity with global organizations operating across multiple countries, cultures, and regulatory environments.
• Why this role matters.
• This role is a unique opportunity to shape how Agoda employees and managers experience People support at scale. From everyday HR queries to more complex and sensitive employee matters, the teams in this scope play an important role in making sure our people feel supported, informed, and able to navigate key moments in their Agoda journey with confidence.
• As.
• Associate Director, Head of People Services & Help Desk., you will help build a more connected, scalable, and future-ready support model, improving service quality, strengthening self-service, and ensuring complex cases are handled with care and consistency. Your work will directly influence employee experience, manager effectiveness, and how the People function continues to evolve as Agoda grows globally.
• PeopleServices.
• Please review our Hiring Process Guidelines before your interview click.
• here.
• to learn how interviewing at Agoda works.
• Discover more about working at Agoda.
• Agoda Careers.
• https://careersatagoda.com.
• Facebook.
• https://www.facebook.com/agodacareers/.
• LinkedIn.
• https://www.linkedin.com/company/agoda.
• YouTube.
• https://www.youtube.com/agodalife.
• Equal Opportunity Employer.
• At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person's merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.
• We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.
• Disclaimer.
• We do not accept any terms or conditions, nor do we recognize any agency's representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.