Job Description :

For Gurgaon location

ROLE PROFILE

Job Title:

GT Customer Supply- Assistant Manager

Level:

L5B

Reports To:

Commercial Experience- Manager Global Travel

Department:

Commercial Experience- Gurgaon.

Context/Scope:

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 collaborators, 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 tradeManaging credit limit and payment term approval processesOrder capture from customers and between group companiesDriving order and invoice issue resolution with 3PLs, Sales and SupplyCollecting cash from customers and group companiesManaging, validating, and paying promotional invoices

Purpose of the role:

The purpose of this role is to manage the Primary Distribution Customer Supply and Secondary Distribution Customer Service activities for GT customers in GBO, and support a sophisticated and geographically multi-structured area.

The GT Customer Supply Team serves several independent areas in GT MENA,  Americas and Europe regions.

The Team is the first point of contact and “one face” to customers and collaborators and is responsible for delivering excellent customer service and ensuring all customer orders are delivered as requested (on time, in full).

GT Customer Supply assistant manager is the CE Global Travel Manager’s first support and backup, their main task is to deliver the services requested by the markets and the targets agreed, has various line management, reporting and analytical tasks, is responsible for managing, co-ordinating, training, developing, motivating the team and being a role model for them, and responsible for managing the various high level collaborators within the geographic region his / her team is responsible for.

This is a sophisticated role which will require strong cross functteamworkration across Customer Supply/Logistics, Finance, Sales, Planning, Production, as well as working on process improvements.  

Market Complexity:

The GT Supply Market takes care a sophisticated lex structure of collaboratorss from a number of separate areas.

Required capabilities and Leadership skills:

Mastery level interpersonal and communication skillsExcellent customer service and customer care mind-setWillingness and ability to build great relationships with customers across several markets and senior collaboratorsDemonstrated positive “can do” attitudeAbility to effectively prioritise customer issues and build on customer knowledge when making decisionsAble to take full ownership to drive issues towards resolution, call out where vitalWillingness to gather excellent knowledge of Customers and Market specificsLooking for and responding to feedbackContinuously driving issue resolution and service improvementActive great teammate, always there to help othersUnderstand and align with the controls in own area, ensures the team is fully aware of the requirementsShort and mid-term planning for resourcing and business operation (including peak periods), development in performance for the entire customer service process within own marketsAbility to effectively prioritize incoming issues and build on acquired knowledge when making decisions in own area of responsibilityRole model the Diageo Values and Leadership StandardsAbility to develop, empower and energise a team even in difficult and workload heavy periods (4-5 months a year)Demonstrate deep personal accountability for great performanceMove effectively between strategy and operational detailsDemonstrates unwavering accountability for Diageo’s total success – we are ‘one Diageo’Demonstrate self-awareness and know strengths and development needsCommit to grow own capability and experience to the benefit of him/herself, our people and DiageoEnd-to-end performance reporting of their own area towards markets, risk management, insight generation about OTC performance focusing on Service KPIs and Customer’s expectations, evaluation of performance, CARM reporting, system used: ARIS, DORA/Cash Cube, SAP, Sales ForceTop Accountabilities:

Manage a team of Senior and Junior customer service colleagues.Guarantee that customer service execution is aligned with ‘cash every day’Managing a team to reach the best customer service and TAG survey (or similar customer satisfaction) resultsDeeply understanding of customers’ and markets’ needs and fully support successful business operation within own areaMaximising customer satisfaction level, reducing the cost of returns and refusalsContinuously improving service levels in cooperation with the internal teams and other parts of the business to strive for excellence in a highly competitive environmentEnsuring that Diageo is considered the best Customer Service provider of our partnersBuilding strong relationship with collaborators, customers, finance, sales and logistics functions with special focus Sales and Supply LeadershipReporting towards key collaborators with deep insight generationProactively notifying management and the market where early warning signs of potential issues are seen, driving the resolution with the market collaboratorsCrisis management in peak periods if needed – mitigate the risk related to capacity and delivery issues and out of stock situationsHiring, training, motivating and constantly developing the right people within their team to build an excellent, hard-working team with a robust succession planCoaching newcomers and ensure knowledge management and retentionPartnering with other parts of the business – both externally and internallyPlaying an active part in Diageo’s control agendaSupport other Commercial Experience functions and processing activitiesEnsuring maintenance of customer, process documentation (ensure changes are followed up and recorded in a coordinated manner)Resolution of major demand exceptions, establish and monitor critical issue proceduresApprover in line with authorisation matrices

Measures of Success:Customer satisfaction, outstanding TAG survey resultsAOT reduction till target is reachedNumber of disputes and time to resolveContinuous aim to improve OEAOngoing satisfactory CARM rating ( as well as internal/external audit results)

Qualifications and Experience Required:

Essential

Solid English language skills – company language7+ years of Customer Service or Supply experienceAbility to negotiate and persuade clients and colleagues at all levelsExcellent communication and influencing skillsAim to solve problemsStrong MS Office knowledgeGood great teammate and also able to work individuallyExcellent people managementSelf-confident, outspoken, accurate and pays attention to details

Desirable

College or University degree(Min Grads)System skills (SAP knowledge)

Barriers to Success in Role (Optional):Lack of English fluency or other market-specific languagesInability to work assertively and proactivelyLack of accuracy and attention to detailClosed attitude, resistance to changeDifficulties in setting priorities and in working independentlyInability to work as a part of a teamInability to influence (senior) collaboratorsInability to co-ordinate, energise, motivate a team and hold others to accountLack of positive demeanor

Worker Type :

Regular

Primary Location:

Gurugram

Additional Locations :

Job Posting Start Date :

2024-09-05