Agoda - [GSD] Lead, People Tech Operation Excellence (Bangkok Based, relocation provided)
Requirements
• Experience creating SOPs and process maps, standardizing workflows, and helping teams adopt consistent ways of working. • Experience creating SOPs and process maps, standardizing workflows • Experience defining service metrics and KPIs, establishing baselines and targets, and building dashboards that balance efficiency, quality, and customer satisfaction. • Experience defining service metrics and KPIs, establishing baselines and targets • Strong stakeholder management skills, with the ability to align technical and business teams, manage expectations, and drive action through clear written and spoken English. • A proactive approach and strong ownership, with sound prioritization and judgment when handling confidential employee data and access controls. • proactive approach and strong ownership • Hands-on Workday experience, including HRIS support, business processes, reporting, or security and access management. • Workday • SQL skills or experience with Power BI, Tableau, or Zendesk Explore. • Practical knowledge of ITIL, Lean, Six Sigma, self-service, or workflow automation. • ITIL, Lean, Six Sigma, self-service, or workflow • Experience working across regions in an international technology company. • #telaviv #jerusalem #LI-SK1 #IT #ENG #4 #LI-PS4 #sanfrancisco #sanjose #losangeles #sandiego #oakland #denver #miami #orlando #atlanta #chicago #boston #detroit #newyork #portland #philadelphia #dallas #houston #austin #seattle #sydney #melbourne #perth #toronto #vancouver #montreal #shanghai #beijing #shenzhen #prague #Brno #Ostrava #cairo #alexandria #giza #estonia #paris #berlin #munich #hamburg #stuttgart #cologne #frankfurt #hongkong #budapest #jakarta #bali #dublin #telaviv #milan #rome #venice #florence #naples #turin #palermo #bologna #tokyo #osaka #kualalumpur #malta #amsterdam #oslo #manila #warsaw #krakow #doha #alrayyan #riyadh #jeddah #mecca #medina #singapore #seoul #barcelona #madrid #stockholm #zurich #taipei #tainan #taichung #kaohsiung #bangkok #Phuket #istanbul #london #manchester #liverpool #edinburgh #hcmc #hanoi #lodz #wroclaw #poznan #katowice #rio #salvador #newdelhi #bangalore #bandung #yokohama #nagoya #okinawa #fukuoka #jerusalem #IT #4 #LI-RS1 #newdelhi #Pune #Hyderabad #Bangalore #Mumbai #Bengaluru #Chennai #Kolkata #Lucknow #sanfrancisco #sanjose #losangeles #sandiego #oakland #denver #miami #orlando #atlanta #chicago #boston #detroit #newyork #portland #philadelphia #dallas #houston #austin #seattle #sydney #melbourne #perth #toronto #vancouver #montreal #shanghai #beijing #shenzhen #prague #Brno #Ostrava #cairo #alexandria #giza #estonia #paris #berlin #munich #hamburg #stuttgart #cologne #frankfurt #hongkong #budapest #jakarta #bali #dublin #telaviv #milan #rome #tokyo #osaka #kualalumpur #amsterdam #oslo #manila #warsaw #krakow #bucharest #moscow #saintpetersburg #capetown #johannesburg #seoul #barcelona #madrid #stockholm #zurich #taipei #bangkok #Phuket #istanbul #london #manchester #liverpool #edinburgh #kiev #hcmc #hanoi #wroclaw #poznan #katowice #rio #salvador #IT #4 #5 #LI-Hybrid • Please review our Hiring Process Guidelines before your interview — click here to learn how interviewing at Agoda works.
Responsibilities
• Lead HRIS operations at Tier 2 and above process, including change requests and data access requests, with clear prioritization, routing, escalation, and ownership through resolution. • HRIS operations • Lead operational reviews, track corrective actions, and measure improvement against agreed baselines and targets for efficiency, quality, and employee experience. • Monitor service level agreements (SLAs), workload, and aging tickets; coordinate timely action to maintain service quality. • Build dashboards and analyze ticket trends, resolution times, customer satisfaction (CSAT), and reopen rates to guide operational decisions. • Validate ticket data and standardize metric definitions so performance reporting is accurate, consistent, and actionable. • Create and maintain SOPs, process maps, and knowledge articles, including approval and access controls for change requests and data access requests. • Investigate recurring issues and prioritize process improvements, self-service, and automation based on employee impact, risk, and effort. • Coordinate change requests with HRIS specialists and project managers, including requirements, approvals, testing, support handovers, and process adoption. • 8+ years of experience in HRIS or IT service operations, or HR Technology, shared services, or operational excellence, with hands-on responsibility for ticket management and process improvement. • HRIS or IT service operations, or HR Technology • Hands-on experience with ticketing tools such as Jira Service Management, ServiceNow, or Zendesk, managing queues, priorities, SLAs, and escalations for support tickets, change requests, and data access requests. • Hands-on experience with ticketing tools • Strong data analytics skills, including Excel or Google Sheets and reporting tools, with the ability to validate data, identify root causes, and translate insights into practical improvements.
Apply in one click
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT