Manager, Global People Relations Services

 

Get To Know Our Team:

The People team at Agoda exists to help our business and employees thrive. We design and deliver people programs, practices, and services that enable Agoda to attract, develop, support, and retain exceptional talent in a high-performance, diverse, and fast-moving environment. 

Within the People organization, Global People Relations Services plays a critical role in supporting managers, employees, and People partners on complex employee matters. The team provides trusted guidance, case management, and operational support across a broad range of topics including performance concerns, misconduct, grievances, investigations, disciplinary actions, terminations, and other sensitive workplace matters. 

This team is not only responsible for resolving cases well. It also helps Agoda strengthen manager decision-making, improve risk management, identify patterns and systemic issues, and continuously enhance our people practices, service delivery, and employee experience. 

The Opportunity:

We are looking for a Manager, Global People Relations Services to lead and evolve our Global Employee Relations Services team based in Bangkok, with scope across Agoda’s international offices. 

This role is critical in ensuring Agoda has a trusted, scalable, and high-quality employee relations service that supports business leaders and managers through complex employee situations while safeguarding fairness, consistency, compliance, and employee experience. 

The successful candidate will lead a team handling a broad range of employee relations matters, including performance concerns, misconduct, grievances, workplace issues, investigations, disciplinary actions, terminations, and change-related people matters. Beyond case management, this person will help shape how Agoda builds manager capability, improves decision quality, strengthens process discipline, and uses data and trends to continuously improve people practices. 

This is an ideal role for someone who brings strong employee relations depth, people leadership capability, operational rigor, and the ability to balance business pragmatism with sound judgment in a fast-paced, multicultural organization.

What You’ll Do:

Lead and develop a global People Relations services team 

• Manage, coach, and develop a team of People Relations consultants based in Bangkok and supporting Agoda’s key office locations globally. 

• Create a high-performing team environment with clear expectations for quality, responsiveness, professionalism, stakeholder experience, judgment, and documentation. 

• Build team capability in case management, investigations, stakeholder advisory, process discipline, and risk identification. 

• Allocate resources effectively across priorities and ensure service levels are met across varying case complexity and geographies. 

Deliver high-quality support on complex employee matters 

• Oversee and advise on complex people relations cases across Agoda, including performance concerns, misconduct, grievances, disciplinary actions, investigations, involuntary exits, and employee matters arising from organizational change. 

• Ensure cases are handled fairly, consistently, pragmatically, and with appropriate sensitivity to business context, legal considerations, employee experience, and Agoda values. 

• Provide guidance on case approach, documentation standards, risk areas, recommendations, and escalation points. 

Strengthen case governance, consistency, and risk management 

• Partner closely with Legal, Compliance, HR Business Partners, People leaders, and other specialist teams to ensure robust handling of sensitive and high-risk matters. 

• Establish and maintain strong case governance practices, including intake, triage, ownership, escalation, documentation, and closure standards. 

• Ensure globally consistent principles and quality standards while allowing for local legal and cultural requirements. 

• Partner with Booking Holdings Global Investigation Services and internal stakeholders to ensure investigations are impartial, well-governed, and executed to a high standard. 

Enable better manager decisions and people management practices 

• Coach and support managers in handling difficult employee situations early, effectively, and constructively. 

• Help improve manager effectiveness in performance conversations, conduct management, feedback, documentation, and decision quality. 

• Identify recurring capability gaps, patterns of poor practice, or policy/process confusion and translate them into practical improvement opportunities for the broader People team and the business. 

Use data and insight to improve outcomes 

• Analyze case trends and adjacent people data to identify themes, root causes, risk areas, and opportunities for intervention. 

• Translate insights into clear recommendations for policy updates, manager enablement, training, process improvements, or changes to service delivery. 

• Connect people relations insights to broader organizational themes such as employee experience, attrition, engagement, organizational health, and leadership effectiveness. 

Help build a scalable and effective People Services model 

• Contribute to the design and continuous improvement of Agoda’s global People Services operating model by strengthening how complex employee matters are managed end-to-end. 

• Improve workflows, templates, reporting, knowledge management, service standards, and interfaces with other People teams. 

• Help clarify roles and handoffs across People Relations Services, HRBPs, COEs, Legal/Compliance, and shared People operations teams to improve effectiveness and employee/manager experience. 

Required Qualifications:

• Bachelor’s degree in human resources, Law, Business, Psychology, or a related field. 

• Typically, 7–10+ years of relevant experience in employee relations, HR business partnering, labor/employment advisory, investigations, or related People functions. 

• Strong hands-on experience managing complex and sensitive employee matters with sound judgment and strong attention to quality and risk. 

• Demonstrated experience leading, coaching, or developing others, with the ability to build team capability and performance. 

• Strong understanding of employment law concepts, case management principles, disciplinary approaches, investigations, and performance-related processes. 

• Experience working across multiple countries, cultures, and stakeholder groups in a global and fast-paced organization. 

• Ability to balance consistency and compliance with pragmatism, employee experience, and business needs. 

• Strong analytical and critical thinking skills, including the ability to identify trends, connect issues, and turn insights into practical action. 

• Excellent communication, influencing, and stakeholder management skills, with the ability to build trust and challenge constructively. 

• Strong operating discipline, attention to detail, and ability to manage ambiguity, pace, and competing priorities. 

• High levels of discretion, confidentiality, and professionalism. 

• Fluency in written and spoken English. 

Preferred Qualifications:

• Experience in a centralized, regional, or global People Services / HR operations environment. 

• Experience in a technology, internet, digital, or other high-growth international business. 

• Familiarity with restructuring, organizational change, or workforce transition support. 

• Experience improving service delivery models, case management frameworks, governance, or reporting. 

• Strong curiosity and a willingness to challenge existing practices to improve outcomes. 

• Multicultural experience and the ability to work effectively across diverse environments and management styles.