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.
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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 trade
- Managing credit limit and payment term approval processes
- Order capture from customers and between group companies
- Driving order and invoice issue resolution with 3PLs, Sales and Supply
- Collecting cash from customers and group companies
- Managing, 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 skills
- Excellent customer service and customer care mind-set
- Willingness and ability to build great relationships with customers across several markets and senior collaborators
- Demonstrated positive "can do" attitude
- Ability to effectively prioritise customer issues and build on customer knowledge when making decisions
- Able to take full ownership to drive issues towards resolution, call out where vital
- Willingness to gather excellent knowledge of Customers and Market specifics
- Looking for and responding to feedback
- Continuously driving issue resolution and service improvement
- Active great teammate, always there to help others
- Understand and align with the controls in own area, ensures the team is fully aware of the requirements
- Short and mid-term planning for resourcing and business operation (including peak periods), development in performance for the entire customer service process within own markets
- Ability to effectively prioritize incoming issues and build on acquired knowledge when making decisions in own area of responsibility
- Role model the Diageo Values and Leadership Standards
- Ability 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 performance
- Move effectively between strategy and operational details
- Demonstrates unwavering accountability for Diageo's total success - we are ‘one Diageo'
- Demonstrate self-awareness and know strengths and development needs
- Commit to grow own capability and experience to the benefit of him/herself, our people and Diageo
- End-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 Force
- 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) results
- Deeply understanding of customers' and markets' needs and fully support successful business operation within own area
- Maximising customer satisfaction level, reducing the cost of returns and refusals
- Continuously improving service levels in cooperation with the internal teams and other parts of the business to strive for excellence in a highly competitive environment
- Ensuring that Diageo is considered the best Customer Service provider of our partners
- Building strong relationship with collaborators, customers, finance, sales and logistics functions with special focus Sales and Supply Leadership
- Reporting towards key collaborators with deep insight generation
- Proactively notifying management and the market where early warning signs of potential issues are seen, driving the resolution with the market collaborators
- Crisis management in peak periods if needed - mitigate the risk related to capacity and delivery issues and out of stock situations
- Hiring, training, motivating and constantly developing the right people within their team to build an excellent, hard-working team with a robust succession plan
- Coaching newcomers and ensure knowledge management and retention
- Partnering with other parts of the business - both externally and internally
- Playing an active part in Diageo's control agenda
- Support other Commercial Experience functions and processing activities
- Ensuring 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 procedures
- Approver in line with authorisation matrices
Measures of Success:
- Customer satisfaction, outstanding TAG survey results
- AOT reduction till target is reached
- Number of disputes and time to resolve
- Continuous aim to improve OEA
- Ongoing satisfactory CARM rating ( as well as internal/external audit results)
Qualifications and Experience Required:
Essential
- Solid English language skills - company language
- 7+ years of Customer Service or Supply experience
- Ability to negotiate and persuade clients and colleagues at all levels
- Excellent communication and influencing skills
- Aim to solve problems
- Strong MS Office knowledge
- Good great teammate and also able to work individually
- Excellent people management
- Self-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 languages
- Inability to work assertively and proactively
- Lack of accuracy and attention to detail
- Closed attitude, resistance to change
- Difficulties in setting priorities and in working independently
- Inability to work as a part of a team
- Inability to influence (senior) collaborators
- Inability to co-ordinate, energise, motivate a team and hold others to account
- Lack of positive demeanor