Associate Director, Global HR Operations (Bangkok Based -Relocation provided)
Core
Leading Agoda's employee-facing People service delivery model across Tier 1 Help Desk, Tier 0 self-service, and Global People Relations Services.
Role type
Associate Director, Head of People Services & Help Desk
Builds
A scalable, insight-driven People support model for employees and managers globally
Domain
Global HR Operations / People Experience
Deliverable
client delivery
Required skills
Operational leadership, service design, workforce planning, case governance, stakeholder management, process improvement, knowledge management, digital transformation
Preferred skills
Systems thinking, change management, data-driven decision making
Technologies
AI-supported service tools, knowledge management systems, case management platforms
Responsibilities
Lead Tier 1 Help Desk and Tier 0 self-service initiatives; Govern complex employee relations cases including grievances and investigations; Optimize routing and handoffs between support teams; Develop self-service knowledge ecosystems; Partner with Legal, Compliance, and HR Business Partners
Seniority
Senior, hands-on IC with leadership scope
