People Help Desk Team Lead (Bangkok-based/relocation provided)

About Agoda

Agoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting-edge technology that connects travelers with a global network of 4.7M hotels and holiday properties worldwide, plus flights, activities, and more. Based in Asia and part of Booking Holdings, our 7,100+ employees representing 95+ nationalities in 27 markets foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership, enhancing the ability for our customers to experience the world.

Our Purpose – Bridging the World Through Travel

We believe travel allows people to enjoy, learn and experience more of the amazing world we live in. It brings individuals and cultures closer together, fostering empathy, understanding and happiness.

We are a skillful, driven and diverse team from across the globe, united by a passion to make an impact. Harnessing our innovative technologies and strong partnerships, we aim to make travel easy and rewarding for everyone.

About the Role:

We are seeking a dynamic and experienced Team Lead to oversee a team of 4-5 analysts within our People Help Desk (PHD) function. This role is pivotal as the first line of contact for our People Team, ensuring that employee queries are handled efficiently and empathetically. The ideal candidate will possess strong leadership skills, a knack for developing team capabilities, a continuous improvement mindset, and the ability to manage and motivate a high-volume operational team.

Key Responsibilities:

Team Leadership and Development:

1. Lead, mentor, and develop a team of 4-5 analysts
2. Foster a collaborative and supportive team environment
3. Enhance team skills in communication, critical thinking, and project management
4. Conduct regular performance reviews and provide timely and constructive feedback
5. Encourage an empathetic, service minded, international culture in the ways in which we think and communicate
6. Show a genuine interest in developing people and helping them grow professionally
7. Management and accountability of team against OKRs and SLAs

Operational Management:

1. Oversee the triaging of employee tickets across all functions of the People Team
2. Ensure effective and empathetic communication in resolving employee queries
3. Manage the escalation of complex queries to level 2 teams as necessary
4. Supervise reimbursement operations and data management for new employee information for payroll
5. Prioritize operational tasks and resolve escalations to ensure smooth day-to-day operations

Process Improvement:

1. Identify and implement process improvements to enhance team efficiency and service quality
2. Develop and maintain standard operating procedures for the team
3. Utilize proficiency in Excel to analyze data and derive actionable insights for process enhancements
4. Must be able to balance improvement initiatives with core operational responsibilities

Engagement and Motivation:

1. Keep the team engaged and motivated, especially during peak periods
2. Create a positive and inclusive work environment that encourages team members to excel

Project Management:

1. Allocate 10-20% of resources, when possible, to work on strategic projects that improve the PHD function
2. Collaborate with other departments to drive initiatives that enhance employee experience

Stakeholder Management:

1. Build and maintain strong relationships with key stakeholders to ensure alignment and support for PHD initiatives
2. Communicate effectively with stakeholders to manage expectations and provide regular updates on project progress and team performance

Qualifications:

1. Degree from an accredited university and/or equivalent experience in a leadership role, preferably within a help desk or customer service environment
2. Strong English communication and interpersonal skills
3. Excellent critical thinking and problem-solving abilities to resolve employee issues
4. Experience in process improvement and leveraging project management methodologies
5. Empathetic, customer-first approach to employee interactions and conflict resolution
6. Ability to manage and motivate a team performing operational tasks

Preferred Skills:

1. Experience with HR systems and ticketing software
2. Experience with PowerPlatforms and PowerAutomate for building advanced lists and flows
3. Knowledge of payroll and reimbursement processes
4. Familiarity with data management and reporting tools
5. An international outlook and experience working in a multicultural environment

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.

To all recruitment agencies: Agoda does not accept third party resumes. Please do not send resumes to our jobs alias, Agoda employees or any other organization location. Agoda is not responsible for any fees related to unsolicited resumes.