Agoda’s Customer Experience Group (CEG) is a large, globally distributed operation serving millions of customers through thousands of agents across owned sites and BPO partners. This role leads the Enablement Team Engine at the heart of CEG, the three interconnected functions that detect performance gaps, build capability, and drive adoption at scale. Talent Development, Quality Assurance and Change & Communications teams are all part of this function. With generative AI reshaping how we learn and work, QA automation raising the bar on insight quality, and major platform migrations underway in 2026, this is a pivotal moment to shape how 3,000+ agents and leaders grow, perform, and change. **What You’ll Do**: **Strategic Leadership** * Set the vision and multi-year roadmap for Talent Development, Quality Assurance, and Change & Communications, ensuring they operate as one integrated Enablement engine aligned to CEG business priorities and OKRs. * Champion the adoption of generative AI across learning, QA, and communications workflows, and lead the function through significant platform migrations and operational transformation. **Talent Development** * Own the end-to-end learning architecture, onboarding, continuous learning, leadership development, and specialised upskilling, and drive measurable capability uplift using data from QA and operations to iterate fast. * Embed coaching frameworks that empower leaders to develop their teams day-to-day, and partner with HR, Operations, and Product to build capability ahead of demand. **Quality Assurance** * Lead a QA function that goes beyond scoring, build frameworks that generate actionable behavioural and performance insights, drive automation at scale, and establish calibration processes that ensure consistency across owned sites and BPO partners. * Use root-cause analysis to influence process, product, and policy decisions upstream, not just to report scores. **Change & Communications** * Lead CEG’s change management capability for major transformations, build structured frameworks covering impact assessment, adoption tracking, and resistance management as standard practice across the organisation. * Own CEG’s internal communications strategy: leadership messaging, channel management, engagement programmes, and knowledge architecture that keeps a distributed global workforce informed and aligned. **People Leadership** * Lead, develop, and inspire a team of 140 across three sub-functions, coaching direct reports to operate with strategic independence and building a high-performance culture with clear accountability at every level. * Drive team engagement and retention; advocate actively for your people’s growth and next career moves. **Stakeholder Engagement** * Act as a trusted partner to CEG Operations, HR, Product, and Technology leadership, translating Enablement outputs into business impact and representing the function at senior leadership level. * Manage BPO partner relationships to ensure Enablement standards are consistently embedded beyond Agoda’s owned sites. **What We’re Looking For:** **Required Experience** * 10+ years of progressive experience in Learning & Development, Quality, or Organisational Effectiveness, with at least 5 years in a senior leadership role managing multi-functional teams. * Demonstrated track record leading at least two of the three disciplines (TD, QA, Change & Communications) in a large, complex, customer-facing environment. * Experience designing and scaling learning programmes, QA frameworks, or change initiatives in a contact centre, BPO-managed, or global operations context. * Strong data orientation, you use metrics to make decisions, evaluate impact, and challenge assumptions, not just to report activity. * Proven ability to lead through ambiguity and deliver in a high-velocity, iterative environment; comfortable with fast change and imperfect information. * Excellent communication and influencing skills, able to engage credibly at C-suite level and on the contact centre floor. * Experience managing or partnering with BPO / outsourced operations is strongly preferred. **Preferred / Nice-to-Haves** * Experience with generative AI tools applied to learning design, QA automation, or communications. * Background in travel tech, e-commerce, or other high-volume digital consumer businesses. * Familiarity with knowledge management systems and content governance in large-scale operations. **Why Agoda** * Scale that matters, your work shapes the capability and performance of thousands of customer-facing professionals across a global operation. * A data-first, fast-iteration culture where ideas are tested, results are measured, and good work is recognized, no politics, no bureaucracy for its own sake. * Access to the resources, best practices, and talent networks of Booking Holdings, one of the world’s leading technology companies. * A genuinely diverse, collaborative team spanning dozens of nationalities, with a Bangkok Operational HQ that is a hub of energy, innovation, and opportunity. * Competitive compensation, comprehensive benefits, and real scope to grow into broader CEG, Agoda or Booking Holdings leadership.
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Service Level Manager at Kyndryl in Bangkok, responsible for managing, monitoring, and continuously improving service performance against agreed SLAs, OLAs, and customer expectations. The role bridges customers, service delivery teams, vendors, and internal stakeholders to keep services aligned with business objectives and contractual commitments. The position defines and manages SLAs/OLAs, monitors service performance metrics, prepares reports, identifies performance gaps, coordinates corrective actions, and facilitates service review meetings. It also supports contract governance, collaborates with Incident/Problem/Change/Capacity/Availability teams, maintains the service level management framework, manages customer expectations, and drives continuous improvement initiatives.
The Senior Treasury Manager – Banking and Strategy supports BKNG Treasury dedicated to the Agoda brand, leading the organization and execution of global banking operations across the Americas, EMEA, and APAC.. The role spans bank relationship management (including banking wallet), commercial management (fees and interest), banking infrastructure, and treasury strategy, reporting to Director, Corporate Treasurer dedicated to Agoda brand with a dotted line to Global Head of Banking, Strategy and Technology in Amsterdam. You will develop regulatory-compliant banking solutions and connectivity in collaboration with the Center of Expertise in Amsterdam, elevating capabilities through continuous improvement, AI automation, and robust controls. You will drive strategy execution for complex initiatives (e.g., Connected Trip, regulated payments), through funds flow target operating model design, deliver data-driven recommendations to senior stakeholders, and enable efficient ways of working across Treasury via planning, budgeting, and service management. As a people manager, you will inspire, mentor, and coach a high-performing team, fostering an environment of continuous growth and accountability. By championing their professional development, you will empower your team to navigate complex financial landscapes and collectively deliver high-impact, strategic results for the business. Last but not least, while initially dedicated to Agoda, your scope may expand over time to support other brands within the Booking Holdings portfolio across the region. **What You’ll Do:** * Lead and support global banking operations across Americas, EMEA, and APAC; oversee bank relationship management (wallet, fees), banking infrastructure, and treasury strategy. * Develop fit-for-purpose, regulatory-compliant banking products/solutions; ensure effective banking connectivity is adopted by brands (SWIFT Net, H2H, TMS Payment Hub and API) in partnership with the Center of Expertise. Leveraging latest file format standards. * Contribute in driving high-stakes commercial negotiations with global core and non-core banking partners, focusing on bank fees, credit interest conditions, and advanced cash management techniques (I.e. account balances’ yield enhancement, pooling, FX SWAP, POBO/ ROBO setup and cash repatriation from regulated markets). * Work closely with other BKNG Treasury locations to ensure adherence and compliance within the global Bank Account Management (BAM) and Banking Administration (KYC, signatory management, report and banking platform user access management) processes. * Contribute actively in the development of banking and strategy processes policies, playbooks, procedures, and governance frameworks. * Drive continuous improvement: identify gaps, automate processes, and adopt technology with Treasury Data Science/Analytics and Banking Technology teams based in Amsterdam. * Design, implement, and maintain process and control frameworks to meet SOX/business control requirements and manage banking operational risks; align with banking policies and guidelines. * Own key performance deliverables within established governance; ensure business resilience and continuity for global banking operations. * Plan and deliver complex, cross-functional initiatives across agencies, payments, and new revenue models; align stakeholders and outcomes. * Partner with Treasury SMEs, Finance, and cross-functional teams to communicate findings, blockers, dependencies, and recommendations; influence up to SVP level. * Lead Banking and Strategy advisory for new verticals/products; negotiate with banks/fintechs; run workshops to define target operating models and ensure policy adherence. * Lead annual planning and the design of longer-term banking operating model (people, systems, processes) aligned with company strategy. * Ensure compliance with banking, payments, tax, legal, and AML/sanctions regulations. * Act as an innovation catalyst across Treasury and Finance by exploring opportunities, validating use cases, and supporting implementation of innovative solutions. * Champion process improvement, waste reduction, AI automation, adoption of new technologies, and Six Sigma principles. **Required Qualifications:** * ‘Bachelor’s degree required; Master’s degree in Finance or related field preferred. Professional treasury qualification such as CTP (Certified Treasury Professional) or AMCT (Diploma in Treasury Management, ACT) is advantageous. 12+ years of relevant experience.’ * Proven expertise in bank relationship management (banking wallet), commercial management (fees, interest), and service level management (technical SLAs). * Strong understanding of banking connectivity and technologies (SWIFT/API/H2H, Open Banking), bank account management, treasury management systems, and high-level payments architecture. Experience designing integrations across TMS, ERP, and banking platforms. * Deep experience across banking, treasury, and financial services, including advanced FX, cash management, and risk management techniques. * Advanced analytical skills; able to structure ambiguous problems, decompose into workstreams, and drive data-driven decisions. * Excellent English communication and interpersonal skills; strong stakeholder management up to SVP level, with consensus building and conflict resolution. * Skilled in persuasion and negotiation to drive adoption of policies, target operating models, and solutions; experienced in leading workshops. * Proven ability to lead cross-functional collaboration in a highly matrixed, complex environment; can influence broader strategy and vision. * Sound judgment and trusted advisor to leadership; willingness and ability to mentor, inspire, and coach colleagues to enable One Team success. * Demonstrated end-to-end global project delivery in product and/or commercial initiatives such as safeguarding models and compliance for regulated entities, global banking and payments solutioning, systems and technology enablement, global cash and liquidity management, and/or global risk management. * Lead the design and development of compliant, scalable, and commercially competitive end-to-end fund flow models accounting for evolving business models and cross-brand initiatives involving complex markets such as in Asia regions. * Proven track record of optimizing fund flow costs, in domestic Asian markets, and cross border between domestic Asian markets and G10 markets.