Specialist- OTC

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.

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

• Work logically and pro-actively toward solutions
• Respond 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 mistakes
• Ability to effectively priorities customer issues and build on customer knowledge when making decisions
• Understand the need to create high performance teams and supports the actions of others to deliver this.
• Good knowledge of internal and external business partners
• Take ownership for delivering on promises, speaks up when operational standards are slipping

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• Maximising 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.

• Excellent interpersonal and communication skills, assertiveness
• Proactive, solution-focused mind-set
• Positive can do attitude
• Ability to effectively prioritise customer issues and build on customer knowledge when making decisions
• Ownership, entrepreneurial attitude to drive issues towards resolution
• Accuracy, attention to details
• Delivers on promises
• Responds 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 mistakes
• Active team player, always helps others
• Good knowledge of internal and external business partners
• Understands and complies to controls in own area

Accountabilities

• Support Credit Control Proactive cash collection tasks
• Handle 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 applies
• Coordinate teams, who take care of Customer Spend tasks and create a supportive network between them.
• Maintain process documentation
• Train, coach, motivate and develop skills of others within the team
• Train newcomers
• Reporting (daily, weekly, and monthly reports)
• Continuously look for process improvement, standardisation to drive customer satisfaction and raise service efficiency for all Credit related processes
• Find root-causes, prepare analysis and set-up Action Plan
• Actively promote the CARM/Control agenda
• Give input to Cash Forecasting
• Ensure A&P or Rebate credit notes are created on a timely manner, RFT
• Active participation in Customer Spend/Rebate related GBO Lean Projects and System upgrades.
• Lead Annual Credit Review process for the market supported
• Analyse, clean and match customer ledger items related to promotional activity (A&P) and any retrospective discount document
• Provide support for TLs and Managers
• Perform all Credit Risk Management activities for new and existing customers adhering to the guidelines defined on the APAC Credit Policy
• Negotiate Repayment Plans with Customer if overdue debt arises, and subsequent review of payments; Apply course corrective action when needed
• according to policies and Diageo compliance & ethics agenda
• Work with co-face and obtaining customer rating.

Key performance indicators

• OVDs and Deductions critical metrics
• CPD/CTT/DPD/WADTC/Credit blocks
• Bad Debts (driven from mislead risk management)
• Unresolved Agreements

Qualifications and Experience Required

• University or College degree and 4 years meaningful experience
• Speaks English fluently.
• Has significant financial knowledge, willing to improve day-to-day.
• Has strong interpersonal and communication skills
• Ability to analyse measures and to understand business impacts
• Makes suggestions on improvement actions to achieve business goals and improve business performance
• Solution oriented
• Seen as a strong team player and able to work individually
• Solid 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 player
• Lack of accuracy and attention to details
• Lack of Customer Spend & Rebate knowledge
• Lack of Risk Management Concepts
• Lack of credit control and collections concepts
• Difficulties in setting priorities and in working independently