Job Description :

Diageo is a global leader company in beverage alcohol with an outstanding collection of over 200 brands enjoyed in more than 180 countries. We are home to over 30,000 dedicated people all working together to make Diageo one of the best and most respected consumer product companies. Walk into any Diageo distillery, brewery, or office anywhere in the world and you’ll meet teams of people who are very good at what they do and who enjoy doing it.  

Global Business Operations (GBO) is the architect and driver of processes and business services that are critical to the day-to-day performance of our business. We provide a wide array of standardized financial and business services to Diageo’s markets and functions from our global network of centres in Bangalore, Budapest, Bogota, and Manila. As we continue to evolve to meet the expectations of our partners, we want everyone that receives GBO’s services – customers, suppliers, and employees – to choose Diageo because we are easy to work with. We are also determined to ensure that overall ‘GBO Experience’ of all our clients is a positive one – with timely and accurate solutions as well as effective and positive interaction with our teams.  

The Commercial Experience Tower is all about the processes that allow us to transact with our customers and distributors. We are the second biggest tower in GBO, operating in centres located in Budapest, Bangalore, Bogota, and Manila as well as satellite locations such as Belfast, Madrid, Athens, and Turin.  

We are passionate about making sure these processes are as standardised, smooth, and efficient as possible for our markets and our customers. We feel personally accountable for our debtor’s performance as a business and will make sure we provide our collaborators with the right information, insight, and capability to drive our Debtors as a Percentage of NSV (and Operating Cash Conversion) hard. We provide insight, analysis, and provocation to our markets on our key areas of specialism such as debtors management & credit risk management.  

We offer end-to-end services at a global scale in the following areas: 

Pricing set up to make sure we’re ready to trade Handling credit limit and payment term approval processes Order bring together from customers and between group companies Driving order and invoice issue resolution with 3PLs, Sales and Supply Collecting cash from customers and group companies Leading, validating, and paying promotional invoices 

Dimensions of the role

OTC deals with some 25.000 customers resulting in some 400.000 orders and collection of around 9 billion GBP an annual base.

Market Complexity

Maintain relationship with a range of Diageo internal and external customers/partners.

Leadership ResponsibilitiesWork logically and pro-actively toward solutionsRespond positively to direction and shows energy in delivering what is expected within own area of work.Is receptive to feedback and is willing to learn from mistakesAbility to effectively priorities customer issues and build on customer knowledge when making decisionsUnderstand the need to create high performance teams and supports the actions of others to deliver this.Good knowledge of internal and external business partnersTake ownership for delivering on promises, speaks up when operational standards are slipping

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Purpose of RoleMaximising cash flow and minimising bad & old debt

Provide special back-office support for the customer teams and in market finance teams to ensure customer spend payments are processed on time, customers receive their money back hence paying Diageo on time in return.

Required Capabilities:Excellent interpersonal and communication skills, assertivenessProactive, solution-focused mind-setPositive “can do” attitudeAbility to effectively prioritise customer issues and build on customer knowledge when making decisionsOwnership, entrepreneurial attitude to drive issues towards resolutionAccuracy, attention to detailsDelivers on promisesResponds positively to direction and shows energy in delivering what is expected within own area of work.Receptive to feedback and is willing to learn from mistakesActive team player, always helps othersGood knowledge of internal and external business partnersUnderstands and complies to controls in own area

Accountabilities

Support Credit Control Proactive cash collection tasksHandle queries and drive issue resolution (log, assign, chase)Maintain relationship with customers, with the market (e.g. Account managers, Credit Risk manager, Finance manager) and internally (e.g. Governance Team, Credit Control)Manage customer ledger according to critical metrics (RC, texting, reconciliation) when appliesCoordinate teams, who take care of Customer Spend tasks and create a supportive network between them.Maintain process documentationTrain, coach, motivate and develop skills of others within the teamTrain newcomersReporting (daily, weekly, and monthly reports)Continuously look for process improvement, standardisation to drive customer satisfaction and raise service efficiency for all Credit related processesFind root-causes, prepare analysis and set-up Action PlanActively promote the CARM/Control agendaGive input to Cash ForecastingEnsure A&P or Rebate credit notes are created on a timely manner, RFTActive participation in Customer Spend/Rebate related GBO Lean Projects and System upgrades.Lead Annual Credit Review process for the market supportedAnalyse, clean and match customer ledger items related to promotional activity (A&P) and any retrospective discount documentProvide support for TLs and ManagersPerform all Credit Risk Management activities for new and existing customers adhering to the guidelines defined on the APAC Credit PolicyNegotiate Repayment Plans with Customer if overdue debt arises, and subsequent review of payments; Apply course corrective action when neededaccording to policies and Diageo compliance & ethics agendaWork with co-face and obtaining customer rating.

Key performance indicators

OVDs and Deductions critical metricsCPD/CTT/DPD/WADTC/Credit blocksBad Debts (driven from mislead risk management)Unresolved Agreements

Qualifications and Experience Required

University or College degree and 4 years meaningful experienceSpeaks English fluently.Has significant financial knowledge, willing to improve day-to-day.Has strong interpersonal and communication skillsAbility to analyse measures and to understand business impactsMakes suggestions on improvement actions to achieve business goals and improve business performanceSolution orientedSeen as a strong team player and able to work individuallySolid PC literacy, strong Excel, SAP and Outlook skills required.Is self-confident, accurate and pays attention to details

Barriers to Success in Role (Optional):

Lack of strong interpersonal and communication skills.No team playerLack of accuracy and attention to detailsLack of Customer Spend & Rebate knowledgeLack of Risk Management ConceptsLack of credit control and collections conceptsDifficulties in setting priorities and in working independently

Worker Type :

Regular

Primary Location:

Bangalore Karle Town SEZ

Additional Locations :

Job Posting Start Date :

2024-11-22