Senior Manager, Business Operations

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.

• Oversee day-to-day business operations and ensure timely follow-up and resolution of outstanding accounts.
• Deep-dive into dispute and operational data to identify trends and root causes, track productivity KPIs, and turn findings into clear, actionable insights.
• Drive initiatives to automate manual workflows and optimize processes for scale.
• Support issue resolution by partnering with internal stakeholders across functions.
• Drive operational excellence standards across PCRC operations, as needed.

• Lead, mentor, and develop officers/analysts to improve capability, performance, and productivity.
• Run regular 1:1s, team meetings, and training sessions to reinforce operational standards, boost team engagement, communicate SOP updates, and address other business needs.
• Set clear performance targets and support the team in achieving monthly, quarterly, and annual KPIs and OKRs.
• Provide ongoing coaching and timely feedback to support development and accountability.
• Foster a results-driven, customer-focused, and data-oriented team culture.
• Ensure team members follow consistent processes, share knowledge effectively, and stay aligned with updated policies and standards.

• Partner with internal teams on behalf of PCRC to support business needs and deliverables.
• Proactively communicate with internal stakeholders and establish governance forums to track issues and improvement initiatives, reviewing progress on a regular cadence.
• Engage external stakeholders as needed, including intercompany partners and group companies.
• Escalate critical issues to management with a clear summary of root cause, impact, and recommended actions.

• Prepare regular reports on performance, aging, dispute trends, and key risk areas.
• Analyze operational and dispute data to identify patterns and root causes, and translate insights into process improvements.
• Support audits by ensuring documentation is complete and operations remain compliant with internal controls.

• Ensure PCRC operations comply with company policies, internal controls, and applicable financial regulations.
• Own and support updates to SOPs and workflows, and contribute to system enhancements with product and tech teams.
• Drive automation initiatives to reduce manual effort and improve efficiency and accuracy.
• Maintain clear, up-to-date documentation aligned with Agoda’s financial and compliance standards.

• 8+ years of experience in business operations within a global organization, including 5+ years in a leadership role; experience across multiple geographies is a plus.
• Lean Six Sigma (or related) certification is an advantage.
• Strong leadership and people-management skills.
• Strong analytical skills with high attention to detail.
• Ability to prioritize and manage multiple workstreams in a fast-paced environment.
• Experience operating in high-volume environments with well-defined KPIs.
• Solid understanding of payment operations, banking/credit processes, and accounting principles.
• Strong communication and stakeholder-management skills, supported by an analytical mindset.

• Experience in travel, fintech, e-commerce, logistics, or other high-velocity receivables environments.

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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.

We do not accept any terms or conditions, nor do we recognize any agency’s representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.