People Service Excellence Analyst

Position Overview

We are looking for an Analyst to support the analysis, improvement, and standardization of people and organization development processes across Agoda. The successful candidate will work closely with stakeholders within the people and organization development team, Centres of Expertise, and people technology partners to document process, translate business needs into clear requirements, and support the implementation of continuous improvements project and technology implementation.

This role is suited to someone with experience in HR operations and process improvement, as well as a foundational understanding of technology implementation in an HR environment (e.g. workday, Oracle HCM, SAP SuccessFactors, or ServiceNow HRSD).

Key Competencies

• Business and HR Acumen: Understands HR processes and connects them to business needs.
• Continuous Improvement Mindset: Proactively identifies opportunities to simplify, standardise, and improve ways of working.
• Analytical Thinking: Uses data, evidence, and structured analysis to develop recommendations.
• Stakeholder Collaboration: Builds effective working relationships with HR, business, technology, and vendor teams.
• Requirements Management: Captures and communicates requirements accurately and clearly.
• Technology Adaptability: Comfortable learning and supporting HR systems without needing to be a technology specialist.

Key Responsibilities

• Analyse existing HR processes, workflows, services, and procedures to identify inefficiencies and improvement opportunities.
• Document current-state and future-state processes using process maps, workflow diagrams, and standard operating procedures.
• Recommend improvements that enhance operational efficiency, service quality, compliance, and employee experience.
• Support the development and maintenance of HR process documentation, guidelines, and knowledge materials.

Business Requirements and Stakeholder Management

• Engage with stakeholders and business users to understand their needs, challenges, and objectives.
• Gather, analyse, and document user stories, business, and functional requirements.
• Translate business needs into clear, structured requirements
• Facilitate workshops, interviews, and requirement eliciation sessions.
• Validate requirements with relevant stakeholders and ensure alignment with business priorities.
• Manage stakeholder expectations and communicate project updates, risks, dependencies, and decisions clearly.

HR Technology Implementation Support

• Provide basic business analysis support for HR technology initiatives, system enhancements, and process automation projects.

Reporting and Governance

• Prepare analysis, recommendations, status updates, and project status reports.
• Track process improvement actions, project deliverables, risks, issues, and dependencies.
• Support the creation of process performance measures and service-level indicators.
• Ensuring process changes are appropriately documented, communicated, and embedded.
• Contribute to continuous improvement governance, standards, and best practices.

Required Qualifications and Experience

• Bachelor’s degree in business administration, Human Resources, Information Systems, Operations, or a related discipline.
• 2–5 years of experience in business analysis, HR operations, HR process improvement, HR transformation, or a related role.
• Practical experience working with HR processes and understanding of the employee lifecycle.
• Experience analyzing and documenting business processes, workflows, and operating procedures.
• Experience gathering requirements and working with multiple stakeholders.
• Strong analytical, problem-solving, and organisational skills.
• Ability to translate complex business needs into clear and practical requirements.
• Strong written and verbal communication skills.
• Proficiency in Microsoft Office or equivalent tools, particularly Excel, PowerPoint, and process documentation tools.

Preferred Qualifications

• Experience working with Human Capital solutions, case management, or other HR applications.
• Familiarity with business analysis techniques such as:
  • Process mapping
  • Root-cause analysis
  • Gap analysis
  • Stakeholder analysis
  • Requirements traceability
  • Impact assessment
• Exposure to Agile, Waterfall, or hybrid project delivery methodologies desired.
• Familiarity with tools such as Jira, Confluence, Visio, Lucidchart, Miro, or similar platforms.
• Knowledge of HR policies, controls, data privacy, and compliance considerations.
• Relevant certification in business analysis, project management, HR, Lean, or process improvement is an advantage.

• Adoption and sustainability of improved HR processes.