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

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 The Global Service Delivery (GSD) team is responsible for Agoda’s office infrastructure and staff connectivity, providing the hardware, software, and system access that enable employees to work efficiently across our global offices. Operating across multiple countries, the team delivers reliable support to Agoda employees whether they are in the office, working remotely, or traveling. Within GSD, the  People Technology (HR Tech) team manages the systems that power Agoda’s people operations. Our platforms, including Workday, support key HR processes such as employee lifecycle management, performance reviews, and organizational data, helping the company scale efficiently while improving employee experience. The Opportunity Joining our People Technology (HRIS) team is a great opportunity to gain hands-on experience supporting the systems behind Agoda’s global people operations. As Lead, People Technology Operational Excellence, you will help shape how People Technology supports employees across Agoda owning HRIS service operations covering Tier 2+ tickets, change requests, and data access requests. You will turn operational data into clear priorities, build consistent processes, and data to drive improvements that make support faster and more reliable. In this Role you will get to • 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. • 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. What you will Need to Succeed • 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. • 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. • Strong data analytics skills , includi