Operations Specialist (Bangkok Based - Relocation Provided)

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About the role

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. Get To Know Our Team: As an Operations Specialist you will be responsible for processing and coordinating operational requests and projects to support our B2B partners (Managed and/or Self Serve) during the different parts of their partner journey - from sign-up, on-boarding and payouts to optimizing our internal and external partner Knowledge Center. You will be responsible for driving innovation and quality improvement projects and are expected to be an expert in one or more of the operations area: • Managed partners- contracting, payments, system administration • Self Serve - partner analysis & experience, products, system administration You are expected to lead by example by showing a positive can-do attitude and role modeling the principle of taking ownership. Excellent communication and organizational skills are required in this role. Location: This role requires you to be based in Bangkok, Thailand (with relocation support provide) In this Role, you'll get to: • Support: Handling of operations ticket inbound from our Commercial team and Partners and other internal stakeholders" (can include Tech/Product, Finance and CEG teams, etc) • Projects: Innovate the existing processes by initiating and driving medium sized* projects to improve efficiency, quality and/or Partner experience • Coordinate with the Legal, Privacy and Fraud, Finance and/or Accounts Payables departments to ensure smooth contractual or financial facilitation • Apply critical thinking and independently drive improvements across the team • Share knowledge and best practices across teams, both centrally and in the regions • Creating and documenting the processes to be followed by the commercial teams and operational teams • Handling of ticket inbound from Partners (Self Serve) • Maintaining high service levels according to set SLAs • Provide peer training and support to newly onboarded members of the team Handles tickets and projects in one or more areas of expertise: Managed Partners: Contracting: • Draft contracts using guidance & legal playbook for Central teams (ranging from regular to complex requested changes) and approve or reject proposed changes from partners • Leading medium sized* projects (eg. on process innovation, legal templates and / or optimizing our tools) • Train and support account managers in the processing and coordination of all Contracting requests Payments: • Coordinate creation of credit slips and payment batches for all Partners • Investigate payment issues and/or commission errors and come up with innovative, scalable solutions • Dispute management • Perform pre-emptive account maintenance to prevent failed payments • Using SQL queries combining tables, perform commission errors or data discrepancy investigations • Train and support account managers and partners on all Financial and Payment requests Self Serve: Partner experience: • Drive partner profile analysis in efforts to increase positive partner experience through self serve

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