Payment & Social Media Service Delivery Manager

Jobinhalt

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 more than 2.5 million accommodations globally. Based in Asia and part of Booking Holdings, our 4,000+ employees representing 90+ nationalities 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.

• Relocation/ visa support to Bangkok, Thai office will be provided **
  

PURPOSE OF THE ROLE

The Service Delivery Manger enables the team of Team Managers to be successful by active performance management, coaching and feedback to improve individual and teams` performance. SDMs build good relationships with the Team Mangers in their team to understand their motivations and aspirations. SDMs are usually leading up a Language within the organization and are responsible for planning and delivery within their area.

As a leader the SDM keeps constant communication flow with the team by keeping the Team Managers & their teams up to date with changes, managing change and keeping them connected to our strategy. SDMs are the ones defining their teams` culture and environment, supporting and encouraging their team members by driving rewards and recognition within their teams.

SDMs are active contributors to the site`s leadership, they collaborate with their peers to find points to improve across & beyond the site.

ACTIVITIES PERFORMED ON THE JOB

People enablement:

• Develop talent and assess succession to ensure continuity and build future capability
• Consistent and timely communication to Team Managers and Agents on Agoda strategy, business updates, performance vs. goals, etc.
• Skip level 1:1 with agents
• Engagement activities including internal communications
• HR matters: probations, escalations, interviews / recruitment
• Learning & development – knowledge transfer to others, training sessions, NHT, coaching
• Mentoring / meeting / coaching Team Managers and Team Captains 1:1
• Analyze Team Managers and build action plans to improve and enable leadership, ensure tracking and follow-up
• L&D – self development
• Educate, communicate and embody compliance and integrity. Address issues and escalations.
  

Performance leadership:

• Team performance weekly / bi-weekly reviews
• KPI related meetings, review, action planning, SLA monitoring
• Reporting and analysis
• Assess and mitigate risks
  

Operational planning and coordination:

• Strategy planning: monthly and quarterly, KPIs, fun activities, product launches and alignments
• Operational team meetings with TMs, TCs, to assign tasks, give operational updates on projects usually on a weekly basis
• Work with WFM – check schedules, forecast, optimize agent occupancy
• Cross functional meetings – support functions, attend meetings, regular and ad-hoc meetings with other department local leaders, get & share updates, product launches
• Escalations – customer related, review / approve, define process improvement opportunities
• Project related activities – rollouts, active participation in meetings, own projects
• Administrative tasks: Vacation leaves, expense approvals
  

What you’ll Need to Succeed and Eligibility to Apply:

• Minimum 1+ years of managing manager level experience
• Excellent verbal and written communication skills in English
• Prefer someone who has experience managing a multi-channel environment and fiance field
• Knowledge of PC applications / tech savvy
• Excellent personal and interpersonal skills to interact with a variety of individuals, including building strong partnerships with other departments
• Assertive team player with high energy to work in fast-paced environment
  

Welcome application from people with finance/fraud back ground as well.

Relocation/ visa support to Bangkok, Thai office will be provided and selected employees will be based in Bangkok location (All Seasons).

Working Days:Monday-Friday, 9am-6pm Bangkok Time, Public Holiday off

#CUST #FIN #PRDM #5 #bangkok #hcmc #jakarta #kualalumpur #sydney #taipei #singapore #bucharest

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.