About Agoda

At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by

their passion for travel, launched Agoda to make it easier for everyone to explore the world.

Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working

together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across

our millions of hotels and holiday properties, flights, and experiences worldwide.

No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If

you’re ready to begin your best journey and help build travel for the world, join us.

About the Team

The People Team at Agoda is committed to attracting, developing, and retaining exceptional talent from across the globe. We work

to create an inclusive, high-performing, and engaging environment where employees can grow, contribute meaningfully, and do their

best work. Through a strong focus on people experience, service quality, and business partnership, we help Agoda scale while

preserving what makes our culture distinctive.

Within the People Team, the People Experience and Services function is responsible for designing and delivering critical people

experiences, services, and operating foundations that support employees and managers across the employee lifecycle. This includes

enabling smooth onboarding and mobility experiences, delivering effective workplace and office services, and ensuring employees

have access to timely, trusted, and high-quality support when they need it.

At the center of this model sits People Services & Help Desk — Agoda’s front door for People support — supported by specialist

service teams such as People Relations Services. Together, these teams play a critical role in how employees and managers

experience the People function day to day: through clear guidance, responsive support, effective issue resolution, and trusted

handling of sensitive people matters.

Opportunity

We are looking for an Associate Director, Head of People Services & Help Desk to 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 within People Experience and Services, 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.

In this role, you will lead the teams responsible for:

People Help Desk / Tier 1 services

Tier 0 / self-service and knowledge foundations

Global People Relations Services, including case governance and specialist support for complex employee relations matters

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 includes strengthening service standards, improving routing and handoffs

across teams, enabling greater self-service, and ensuring sensitive employee matters are handled with appropriate quality,

consistency, and governance.

This role is ideal for a leader who combines strong service delivery and operational leadership with sound judgment, systems

thinking, and the ability to build a modern, scalable People support model in a global, fast-moving organization.

This position is based in Bangkok. Agoda provides relocation support for successful candidates who are not currently located in

Bangkok. Please note that we are not open to remote work or the possibility of being based in other locations.

What you’ll do

Lead Agoda’s People Services front door and employee support model

Lead Agoda’s employee-facing People Services model across Tier 1 Help Desk support, Tier 0 self-service, and the interface into

specialist support teams.

Define and evolve how employees and managers access support across People topics, ensuring a clear, seamless, and trusted

experience.

Establish strong service principles, operating rhythms, and leadership across the teams responsible for day-to-day People

support and complex employee issue resolution.

Ensure Agoda’s People support model scales effectively with organizational growth, complexity, and global reach.

Lead the People Services & Help Desk team

Lead, manage, and develop 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.

Set service standards, KPIs, quality expectations, and operating controls to ensure timely, accurate, and compliant case

handling.

Build a strong service culture with clear accountability for employee experience, right-first-time resolution, responsiveness,

and professionalism.

Oversee workforce planning, capacity management, and prioritization across service demand, seasonal peaks, and new People

initiatives.

Lead Global People Relations Services

Lead the Global People Relations Services team, ensuring high-quality and well-governed support across complex employee matters

such as performance concerns, misconduct, grievances, investigations, disciplinary actions, involuntary exits, and employee

matters arising from organizational change.

Ensure clear service ownership, escalation pathways, and governance across People Relations case handling.
Partner closely with HR Business Partners, Legal, Compliance, and other relevant stakeholders to ensure people relations

matters are handled fairly, consistently, pragmatically, and in line with internal policies and local legal requirements.

Drive high standards in case management, documentation, risk identification, and decision quality across the People Relations

team.

Use case trends and themes to inform improvements in manager guidance, policy design, service processes, and

broader practices.

Own the operating interfaces across Tier 1, People Relations, and specialist teams

Serve as the senior operational owner for how work flows between Help Desk / Tier 1, People Relations Services, and other Tier

2 / specialist teams across the People organization.

Define and continuously improve routing logic, escalation models, intake criteria, handoffs, service ownership, and resolution

pathways.

Ensure employees and managers experience a joined-up service model even when multiple People teams are involved.
Clarify roles and interfaces across Help Desk, People Relations, Payroll, Rewards, Mobility, People Partners, CoEs, and other

specialist teams.

Build Tier 0 / self-service and knowledge management foundations

Develop and execute Agoda’s roadmap for Tier 0 / self-service, moving the organization toward more proactive, intuitive, and

self-directed resolution of common People queries.

Own and strengthen the People knowledge ecosystem, including FAQs, help content, decision trees, agent guidance, and

employee-facing support materials.

Partner with policy owners and People SMEs to simplify complex topics into clear, scalable, and user-friendly content.
Drive case deflection, knowledge reuse, content governance, and self-service adoption through disciplined measurement and

continuous improvement.

Enable digital, conversational, and AI-supported service delivery

Partner with Product, Tech, Systems, and Data teams to improve People support platforms, workflows, and user journeys across

self-service and case management.

Identify and help shape practical use cases for conversational and agentic AI within People Services, ensuring they enhance

employee experience and complement human support.

Provide leadership input into the design, testing, rollout, and continuous refinement of AI-enabled and digital service

solutions.

Ensure appropriate controls, privacy, escalation paths, and trust mechanisms are in place for all digital and AI-supported

support channels.

Drive operational excellence and continuous improvement

Monitor and improve key service performance metrics across Help Desk and People Relations Services, such as case volume, first

contact resolution, time to resolution, service quality, customer satisfaction, escalation rates, re-open rates, and

self-service deflection.

Lead ongoing improvements in workflows, playbooks, standard responses, training, quality assurance, and reporting.
Partner with People Service Excellence and other stakeholders to simplify processes, remove friction, and improve end-to-end

employee and manager experiences.

Ensure effective controls, compliance, documentation standards, and data privacy practices are embedded across service

operations.

Lead through insight, stakeholder partnership, and change

Act as the senior People Services contact for service performance, priorities, risks, and transformation opportunities.
Provide regular insight and reporting to People leaders on service trends, root causes, organizational pain points, and

improvement opportunities.

Partner with Communications and relevant People teams to coordinate messaging around policy changes, process updates, and new

tools or services.

Support broader People transformation by bringing an employee-service lens to operating model design, simplification, and

capability building across the function.

What you’ll need to succeed

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.

It’s great if you also have

Experience in a global or regional HR shared services / People services environment.
Experience leading both broad employee support teams and specialist employee relations or case management teams.
Experience in knowledge management, service content strategy, and self-service adoption.
Hands-on exposure to conversational AI, chatbots, virtual assistants, or workflow automation in HR or customer support

environments.

Experience improving employee experience through service redesign, process simplification, or digital product thinking.
Experience in a high-growth tech, internet, or digital business.
Familiarity with global organizations operating across multiple countries, cultures, and regulatory environments.

Why this role matters

This role is a unique opportunity to shape how Agoda employees and managers experience People support at scale. From everyday HR

queries to more complex and sensitive employee matters, the teams in this scope play an important role in making sure our people

feel supported, informed, and able to navigate key moments in their Agoda journey with confidence.

As Associate Director, Head of People Services & Help Desk, you will help build a more connected, scalable, and future-ready

support model, improving service quality, strengthening self-service, and ensuring complex cases are handled with care and

consistency. Your work will directly influence employee experience, manager effectiveness, and how the People function continues

to evolve as Agoda grows globally.

#PeopleServices #HRSharedServices #Singapore #Singapore #London #England #HongKong #HongKong #Berlin #Germany #Paris #France

#Tokyo #Japan #Shanghai #China #Beijing #China #Sydney #Australia #KualaLumpur #Malaysia #Bangkok #Thailand #Seoul #SouthKorea

#Amsterdam #Netherlands #Dublin #Ireland #Barcelona #Spain #Madrid #Spain #Warsaw #Poland #Prague #CzechRepublic #Budapest

#Hungary #Dubai #UnitedArabEmirates #Bangalore #India #Bengaluru #India #Hyderabad #India #NewDelhi #India #Delhi #India #Gurgaon

#India #Gurugram #India #Noida #India #Mumbai #India #Pune #India #Chennai #India #Jakarta #Indonesia #Manila #Philippines

#HoChiMinhCity #Vietnam #Hanoi #Vietnam #Taipei #Taiwan #Shenzhen #China #Munich #Germany #Zurich #Switzerland

PLEASE REVIEW OUR HIRING PROCESS GUIDELINES BEFORE YOUR INTERVIEW — CLICK HERE TO LEARN HOW INTERVIEWING AT AGODA WORKS.

DISCOVER MORE ABOUT WORKING AT AGODA

Agoda Careers https://careersatagoda.com
Facebook https://www.facebook.com/agodacareers/
LinkedIn https://www.linkedin.com/company/agoda
YouTube https://www.youtube.com/agodalife

Equal Opportunity Employer

At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize

attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at

Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity

regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity,

disability, citizenship, veteran or military status, and other legally protected characteristics.

We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details

removed from the file. For more details please read our privacy policy.

Disclaimer

We do not accept any terms or conditions, nor do we recognize any agency’s representation of a candidate, from unsolicited

third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the

candidate directly without any obligation to pay a recruitment fee.

Roll

Associate Director, Global HR Service Delivery (Bangkok Based -Relocation provided)

Kategori

Administration, ekonomi, juridik

Plats

Bangkok

Publicerad

17 juli

Sista ansökningsdag

17 augusti

Källa

Arbetsgivarens hemsida

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Solution Architecture & Design • Lead the functional design and architecture of the D365 F&O solution across key modules (Finance, Supply Chain, Manufacturing, Procurement, Inventory, Quality, etc.). • Translate complex business requirements into clear, scalable, and compliant functional solutions. • Emphasizes proactive, holistic leadership in solution architecture. • Focuses on aligning solutions with business goals, value streams, and enterprise architecture governance. • Define data flows, integrations, and system interactions between D365 and other enterprise systems & interfaces (e.g., LIMS, MES, 3PL Partners, External Finance Systems, and Cloud systems). • Ensure alignment with Microsoft’s Dynamics 365 roadmap and best practices. 2. Implementation & Configuration • Perform and lead the setup, configuration, and deployment of D365 F&O modules. • End to end management of project/solution management by using tools like Azure Boards for planning and tracking work, Azure Repos for code versioning, and Azure Pipelines for automating build and deployment. Perform all activities from initial user stories and tasks to code, testing, and deployment through integrations with tools like Lifecycle Services (LCS). • Drive fit-gap analysis and functional documentation. Develop User/Functional Requirements, Functional/Technical Design, System/Business process architecture diagrams. • Collaborate with development/vendor/managed service teams to define functional specifications for enhancements, bug/fix, customizations, reports, and interfaces. Co-develop or individually develop code/configurations required and coordinate internal development and user acceptance testing of the solution. • Participate in system validation activities, including IQ/OQ/PQ documentation for regulated environments. 3. Governance & Compliance • Ensure the ERP system design complies with GAMP 5, SOX, and GxP regulatory requirements. • Develop and maintain master data governance, change management, and configuration control processes. • Support audits and inspections through proper documentation and traceability. • Develop current and future state roadmaps and architecture. • Assess and align system release plan with Microsoft Dynamics 365 roadmap 4. Stakeholder Collaboration • Partner with business process owners to define best practices, continuous improvement opportunities, and confirm desired solution to fix the support/bug-fix items raised. Support communities of practice and collaborative development methodology. • Work independently to perform required fix within the D365 framework. Test and confirm the developed fix with business process owners. • Work closely with IT, OT, and cloud teams to ensure integrated digital architecture. • Provide subject matter expertise and training for internal business process owners and super users. 5. Project & Vendor Management • Support ERP implementation and upgrade projects through all phases — initiation, design, testing, go-live, and hypercare. • Manage and coordinate external implementation partners and vendors. • Define KPIs and monitor system performance, adoption, and ROI. Requirements: Education Bachelor’s degree or equivalent experience in computer science, information systems, engineering, supply chain, or related fields required. Microsoft D365 F&O Certification preferred. Experience • 8+ years of experience implementing or supporting Microsoft Dynamics AX / D365 F&O. • Proven expertise across multiple functional domains (Finance, Manufacturing, Supply Chain, Procurement). • Experience designing integrations between ERP and external systems (LIMS, MES, Payment interface with Bank, External Finance Systems, etc.). • Strong understanding of ERP data models, workflows, and reporting. • Strong understanding of functional and solution architecture of, and experience performing code and configuration updates within the following Dynamics 365 modules: o Finance: General ledger, Cash and bank management, Accounts payable, Accounts receivable. Budgeting, Fixed assets, Cost accounting, PR/PO process, Vendor Management, Cost Accounting and Management o SCM: Inventory management, Master planning, Procurement and sourcing, Product information management, Production control, Warehouse management, Cost accounting, Cost management, Asset management, including scheduled maintenance and repair tasks Technical Skills • Proficient in MS Office Suite. Experience with technology delivery applications across solutions such as (ERP, Manufacturing Execution Systems, Finance Systems, Control Tower). • Microsoft Certified: Dynamics 365: Finance and Operations Apps Solution Architect Expert certification preferred. • Experience with emerging technologies (AI/ML, cloud, etc.) as relevant to ERP. Working Conditions: Requires up to 10 % domestic and international travel The anticipated salary for this position will be $165,000 to $190,000. The actual salary offered for this role at commencement of employment may vary based on several factors including but not limited to relevant experience, skill set, qualifications, education (including applicable licenses and certifications, job-based knowledge, location, and other business and organizational needs. The listed salary is just one component of the overall compensation package. At Kyowa Kirin North America we provide a comprehensive range of benefits including: * 401K with company match * Annual Bonus Program (Sales Bonus for Sales Jobs) * Generous PTO and Holiday Schedule which includes Summer and Winter Shut-Downs, Sick Days and, Volunteer Days * Healthcare Benefits (Medical, Dental, Prescription Drugs and Vision) * HSA & FSA Programs * Well-Being and Work/Life Programs * Life & Disability Insurance * Concierge Services * Long Term Incentive Program (subject to job level and performance) * Pet Insurance * Tuition Assistance * Employee Referral Awards The compensation and benefits information set forth in this posting applies to candidates hired in the United States. Candidates hired outside the United States will be eligible for compensation and benefits in accordance with their local market. KKNA and all of its employees have an obligation to act in accordance with the law and with integrity in all our operations and interactions It is the policy of Kyowa Kirin North America, Inc. to provide equal employment opportunity to all qualified persons without regard to race, religion, creed, color, pregnancy, sex, age, national origin, disability, genetic trait or predisposition, veteran status, marital status, sexual orientation or affection preference or citizenship status or any other category protected by law. When you apply to a job on this site, the personal data contained in your application will be collected and stored by Kyowa Kirin, Inc. (“Controller”), which is located at 510 Carnegie Center Dr. Princeton, NJ 08540 USA and can be contacted by emailing kkus.talentacquisition.8h@kyowakirin.com. Controller’s data protection officer can be contacted at usprivacyoffice@kyowakirin.com. Your personal data will be processed for the purposes of managing Controller’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of General Data Protection Regulation (EU) 2016/679 (“GDPR”) as necessary for the purposes of the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of applicants for employment. Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller’s behalf. Accordingly, if you are located outside of the United States, your personal data will be transferred to the United States once you submit it through this site. The transfer will be made using appropriate additional safeguards under the standard contractual clauses approved by regulators for transfers of personal data outside the European Union. Your personal data will be retained by Controller as long as Controller determines it is necessary to evaluate your application for employment. Under the GDPR, if you are located in the European Union, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted. You also have the right to data portability, and to lodge a complaint with an EU supervisory authority. If you have any questions about our use of your data, you may contact us by email at usprivacyoffice@kyowakirin.com. RECRUITMENT & STAFFING AGENCIES Kyowa Kirin does not accept agency resumes unless contacted directly by internal Kyowa Kirin Talent Acquisition. Please do not forward resumes to Kyowa Kirin employees or any other company location; Kyowa Kirin is not responsible for any fees related to unsolicited resumes. #LI-TT1 #Hybrid #Princeton

Sista ansökan: 16 aug.Publicerad: 8 juni

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