[GSD] Lead, People Tech Operation Excellence (Bangkok Based, relocation provided)

Agoda is hiring a Lead for People Technology Operational Excellence within its Global Service Delivery (GSD) team in Bangkok, with relocation provided. The role owns HRIS service operations covering Tier 2+ tickets, change requests, and data access requests, turning operational data into priorities and driving process improvements. Responsibilities include monitoring SLAs, building dashboards, standardizing SOPs, and coordinating change requests with HRIS specialists and project managers.

The position requires 8+ years of experience in HRIS or IT service operations, hands-on ticketing tool experience (Jira Service Management, ServiceNow, or Zendesk), strong data analytics skills, and experience creating SOPs and defining service metrics. Workday experience, SQL, and ITIL/Lean/Six Sigma knowledge are nice to have.

Lead HRIS operations at Tier 2 and above, including change requests and data access requests, with prioritization, routing, escalation, and ownership through resolution

Lead operational reviews, track corrective actions, and measure improvement against baselines and targets for efficiency, quality, and employee experience

Monitor SLAs, workload, and aging tickets; coordinate timely action to maintain service quality

Build dashboards and analyze ticket trends, resolution times, CSAT, and reopen rates to guide operational decisions

Create and maintain SOPs, process maps, and knowledge articles, including approval and access controls for change requests and data access requests

8+ years of experience in HRIS or IT service operations, HR Technology, shared services, or operational excellence, with hands-on responsibility for ticket management and process improvement

Hands-on experience with ticketing tools such as Jira Service Management, ServiceNow, or Zendesk, managing queues, priorities, SLAs, and escalations

Strong data analytics skills, including Excel or Google Sheets and reporting tools, with ability to validate data and identify root causes

Experience creating SOPs and process maps, standardizing workflows, and helping teams adopt consistent ways of working

Experience defining service metrics and KPIs, establishing baselines and targets, and building dashboards; strong stakeholder management and English communication skills