Associate Director, Global HR Shared Services

You will 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 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. 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 role involves leading teams responsible for Tier 1 Help Desk services, Tier 0 self-service and knowledge foundations, and Global People Relations Services. You will establish strong service principles, operating rhythms, and leadership across the teams responsible for day-to-day People support and complex employee issue resolution. This position is based in Bangkok, and Agoda provides relocation support for successful candidates who are not currently located in Bangkok.

• Lead Agoda’s People Services front door and employee support model across Tier 1 Help Desk support, Tier 0 self-service, and the interface into specialist support teams.
• Lead 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.
• Lead Global People Relations Services, ensuring high-quality and well-governed support across complex employee matters such as performance concerns, misconduct, grievances, investigations, disciplinary actions, and involuntary exits.
• Own the operating interfaces across Tier 1, People Relations, and specialist teams to define and continuously improve routing logic, escalation models, intake criteria, handoffs, service ownership, and resolution pathways.
• Build Tier 0 / self-service and knowledge management foundations by developing and executing Agoda’s roadmap for self-service and strengthening the People knowledge ecosystem.
• Enable digital, conversational, and AI-supported service delivery by partnering with Product, Tech, Systems, and Data teams to improve People support platforms and workflows.
• Drive operational excellence and continuous improvement by monitoring and improving key service performance metrics such as case volume, first contact resolution, time to resolution, and customer satisfaction.
• Lead through insight, stakeholder partnership, and change by acting as the senior People Services contact for service performance, priorities, risks, and transformation opportunities.

• 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.