Operations Specialist (Bangkok Based - Relocation Provided)

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 experi...

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.

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:
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 
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 
Drive partner profile analysis in efforts to increase positive partner experience through self serve platform (Knowledge base)
Analysis of Partner-facing campaigns and surveys  
Work collaboratively with Business Performance team to align priorities 
Underlying focus on decreasing inbound and increasing automations while simultaneously increasing the positive self serve partner experience 

Operational & project leadership: 3+ years' experience in Global Operations (preferred), with a strong operational mindset and a track record of leading cross-functional initiatives from planning through execution.
Analytical and commercially minded: Results-driven, with strong analytical skills, excellent attention to detail, and a critical mindset.
Organised and adaptable: Able to manage multiple, competing projects to deadlines and thrive in a fast-paced, ambiguous environment, with a high ability to learn quickly.
Excellent communicator and relationship builder: Fluent in spoken and written English, able to explain complex problems simply to senior stakeholders, manage expectations, and secure internal resources, with high integrity and a strong customer service ethos.
Proactive owner: Independent, self-motivated, and willing to "Be Brave and Own It", while holding yourself and your colleagues to high standards.
Analytical & project skills: Able to build, interpret, and act on reports, with good project management skills.
Systems proficiency: Experience with Microsoft Word, Excel, MySQL, and Salesforce or other CRM/ticketing systems.
Technical knowledge: SQL knowledge, particularly valuable for Payments and Product roles, plus product or tech experience for Product.
Function-specific background: A legal background for Contracting, or commercial and analytical skills for Partner roles.

 
#bangkok #thailand #Singapore #KualaLumpur #Malaysia #HoChiMinhCity #Vietnam #Hanoi #Vietnam #Manila #Philippines #Cebu #Philippines #jakarta #indonesia #Bandung #Indonesia #Bengaluru #India #Bangalore #India #Hyderabad #India #Pune #India #Chennai #India #Mumbai #India #Gurugram #India #Noida #India #NewDelhi #India #Ahmedabad #India #Kolkata #India #Taipei #Taiwan #Hsinchu #Taiwan #Taichung #Taiwan #Kaohsiung #Taiwan #HongKong #Tokyo #Japan #Osaka #Japan #Yokohama #Japan #Fukuoka #Japan #Seoul #SouthKorea #Busan #SouthKorea #Cyberjaya #Malaysia #PetalingJaya #Malaysia #DaNang #Vietnam #Makati #Philippines #Taguig #Philippines #Nagoya #Japan #Incheon #SouthKorea #Daejeon #SouthKorea #Tainan #Taiwan
 
 
Please review our Hiring Process Guidelines before your interview — click here to learn how interviewing at Agoda works.
 
 
Discover more about working at Agoda
Agoda Careers https://careersatagoda.com
Facebook https://www.facebook.com/agodacareers/
LinkedIn https://www.linkedin.com/company/agoda
YouTube https://www.youtube.com/agodalife