ROLE PROFILE
Job Title:
STP-Supplier Service Hub Team Lead
Reports To:
Context/Scope:
DBSI (Diageo Business Services India) is a multi-functional, multicultural, multi-language Shared Service Centre that handles back office Finance Transactions for DIAGEO-world wide businesses. As such DBSI is playing a key role in ensuring effective operation with minimum disruption to business in the Purchase to Pay Work Stream
This position will work closely within Service desk team and involve in data analytics and quality management of the process. Requirement is to work closely with Data and STP teams to maintain quality on overall aspect of Service desk.
Market Complexity:
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- Over 15000 requests/ queries spread across the Vendor data, Procurement and Accounts Payable
- Requests/ queries are sent by different users (Suppliers and Diageo users) covering various sub processes, regions and languages.
Leadership Responsibilities:
- Position works in the PTP team and partnership crucial.
Purpose of Role:
To review the queries and responses to ensure quality is maintained. The resolutions give are first time right and customer experience is excellent.
TOP
Accountabilities
- Perform audit SSH queries and responses as per set quality framework
- Track and report quality scores
- Work with teams to get the errors resolved to closure and give feedbacks and put controls to ensure errors don't repeat
- L2 issue resolutions for complex and important queries
- Ensure prompt resolution of open issues advanced
- Work on issue report, perform RCA and feedback to teams
- Analysis and action plan of customer feedback survey results
- Knowledge management of the team members, conduct process trainings
- Regular DTP updates
- Interact with vendors/ Diageo Users on call to solve for any complex queries
- Ad hoc analysis
- Think beyond area of responsibility and understand how their area integrates with or impacts the rest of the teams/organization
Qualifications and Experience Required:
Qualifications
- University graduate, BCom, BBA, BBM
Experience
- 7-10 years' experience in Accounts Payable and/or Vendor data
- Should have had hands experience on working in excel, processing of invoices or transactions
- Knowledge of SAP is essential
- An experience in service desk will be great to have
Essential Skills:
- Should be able to communicate and articulate the messages well
- Working with teams is essential
- Understanding of accounting