Associate Director, Global HR Shared Services

About the role

Agoda is on the lookout for a strategic leader to take charge of our global People Services and Help Desk operations. This position entails managing the comprehensive employee support framework, which encompasses Tier 0 self-service options, Tier 1 Help Desk assistance, and Global People Relations Services. The successful candidate will play a pivotal role in enhancing the employee experience through effective service delivery.

Key facts

What you'll do

• Lead the People Help Desk and Tier 1 support teams to ensure they provide consistent, high-quality responses to employee lifecycle inquiries.
• Manage Global People Relations Services, addressing complex cases such as investigations, performance-related issues, and disciplinary actions while ensuring adherence to governance protocols.
• Develop and refine the service delivery model to maintain scalability and effectiveness as the organization expands.
• Spearhead the strategy for Tier 0 self-service and knowledge management initiatives to empower employees and minimize the volume of manual queries.
• Collaborate with Product and Technology teams to incorporate AI-driven solutions and digital tools into the support framework.
• Set KPIs and quality benchmarks for case management, ensuring compliance with regulations and data privacy standards across all interactions.
• Serve as the main operational contact for service performance, offering insights on organizational trends to People leadership.
• Work closely with Legal, Compliance, and HR Business Partners to ensure that all employee relations matters are managed consistently and judiciously.
• Analyze service delivery metrics to identify areas for improvement and implement strategies to enhance overall efficiency.
• Foster a culture of continuous improvement within the teams, encouraging innovation and best practices in service delivery.
• Provide mentorship and guidance to managers and team leaders, promoting professional development and team cohesion.

Requirements

• A Bachelor's degree in Human Resources, Business Administration, Operations, Law, or Psychology is required.
• At least 10 years of experience in HR shared services, People operations, or employee relations, with a strong leadership background.
• Demonstrated ability to manage multiple teams and lead managers in a dynamic, matrixed global environment.
• Expertise in designing and implementing service delivery models that prioritize stakeholder experience and operational efficiency.
• In-depth understanding of multi-tiered HR support frameworks and case management governance practices.
• Excellent communication and interpersonal skills, with the ability to influence and collaborate across various levels of the organization.

Nice to have

• An advanced degree in a relevant field, such as an MBA or a Master's in Human Resources.
• Experience with AI-enabled service delivery platforms and digital HR tools.
• Familiarity with global HR compliance and regulatory requirements.

Skills & tools

• Proficient in HR service delivery and operations management.
• Strong background in case management and employee relations governance.
• Knowledgeable in knowledge management and self-service strategy development.
• Capable of making data-driven decisions and generating performance reports.
• Skilled in stakeholder management and cross-functional collaboration.
• Familiarity with AI technologies and digital HR platforms that enhance service delivery.

Practical notes

• Relocation assistance is available for candidates who are not currently residing in Bangkok.
• This position necessitates a physical presence in the Bangkok office, as remote work is not an option.
• The salary for this role is competitive and commensurate with experience, reflecting Agoda's commitment to attracting top talent in the industry.
• Candidates must be prepared to navigate the complexities of a global organization while maintaining a focus on employee satisfaction and operational excellence.

Join Agoda and be a part of a dynamic team that is dedicated to enhancing the employee experience through innovative HR solutions and exceptional service delivery. If you are a strategic thinker with a passion for people operations, we encourage you to apply for this exciting opportunity.