Job Description :
Job Title: Senior Analyst, Commercial Experience Service Delivery
About the Function:
Our Global Business Operations (GBO) team are facilitators, providing strategic, financial, and business services that are critical to the day-to-day performance of our busines s. W ith a team of over 2,000 dedicated and passionate people supporting 21 markets across the world, we have offices in Bangalore, Budapest, Bogota, and Manila.
Our global remit offers huge learning opportunities. We encourage learning and development in skills needed now and in the future across digital, industry, professional, and domain. Wherever you start, you ll be rewarded with a world view and the recognition you deserve in our inclusive and supportive culture.
About the team: (TE)
About the role:
Dimensions
The role is responsible for a specific process across DBSI served markets.
Market Complexity:
This Customer Service role operates within a very sophisticated and evolving network with the following dimensions:
Financial
Cash Cycle deals with some 25.000 customers resulting in some 400.000 orders and collection of around 9 billion GBP an annual base.
Cash Cycle is also interacting with some 55.000 vendors treating some 550.000 invoices per year.
Role Responsibilities:
Purpose of Role:
Key contributor to the effective service delivery by the E2EC processes to its business partners.
Customer Supply Analyst is responsible for entering the orders accurately in the system & ensure the customer s shipment deliveries reaches the customer within the expected time. Co-ordinates pro-actively with the customers, commercial and markets of APAC region. Collaborates within the Plan & Move team to ensure no delays & the customer are highly delighted with the service provided. Documents are sent to the customer s within the stipulated time to avoid any penalties or charges imposed by the customs.
Be the first point of contact for escalations
Be the SPOC for the Customer service team in helping the team to complete the job
Help the Team Lead and Manager with data requirement
Diageo Capabilities:
The role has no direct reports. The role holder should display the appropriate Diageo capabilities, specifically:
Be authentic it is essential that the role holder has the ability to manage and maintain great relationship with a variety of key stakeholders and can adapt their style to suit a diverse customer base.
Find solutions the ability to analyse situations and find solutions to issues is a prerequisite for this role coupled with a deep understanding of how the business operates
Consistently deliver great performance the role holder must be a self-starter and have strong prioritisation skills, staying focused on what business outcomes need to be delivered. They must channel their energy into finding solutions and demonstrate brilliant execution in all aspects of the role
Top 3-5 Accountabilities:
Generate optimal documentation and on time shipment deliveries to meet customer service OTIFNE targets and drive performance to level of top 3 CPG companies SNP brands
Issue/create accurate documents such as; invoices, debit/credit notes, order acknowledgements, etc. to required timescales Support the SNP planning team to close the OTC aspect of the order process for billing
Order validation for Non UK sites. Closing of customer concerns within agreed parameters and create market/hub reports. Co-ordinate with the customer concern team in an accurate and timely manner after completion of customer concerns Resolving shipment delays and all associated communication and documentation with counterparts in supply and the market. Process material and sample orders and ensure markets are kept updated on status. Resolution of GRNI in collaboration with DBSI Intercompany and Billing Controller. High degree of attention to detail and trustworthiness Adherence to laws and best practices in regards to dealing with customers and data Comfortable dealing with numbers and the processing of financial information Reference to role in audit & internal controls
Experience / skills required:
Qualifications and experience:
Basic degree
Qualification in finance or equivalent proven experience
Crucial
Fluent English
Desirable:
-
Order processing, OTC, Customer Service and excel experience
-
Approx 4+ year experience in a relevant field
-
Supply knowledge is an added advantage
1) Proactive
2) Take complete ownership of the process
3) Excellent Communication
4) Stake holder leadership skills
5) Provide speedy resolution to an issue
6) Be flexible
Barriers to Success in Role (Optional):
Flexible Working Options:
-
APAC timings 6:30am 3:30pm (at present) but be flexible for working hours
-
Office based with minimal travel
-
As this role has a strong internal customer focus this cannot be managed successfully on a part-time basis.
Flexible Working Statement: Flexibility is key to our success. From part-time and compressed hours to different locations, our people work flexibly in ways to suit them. Talk to us about what flexibility means to you so that you re supported from day one.
Rewards & Benefits Statement: (TE)
Diversity statement: Our purpose is to celebrate life, every day, everywhere. And creating an inclusive culture, where everyone feels valued and that they can belong, is a crucial part of this.
We embrace diversity in the broadest possible sense. This means that you ll be welcomed and celebrated for who you are just by being you. You ll be part of and help build and champion an inclusive culture that celebrates people of different gender, ethnicity, ability, age, sexual orientation, social class, educational backgrounds, experiences, mindsets, and more.
Our ambition is to create the best performing, most trusted and respected consumer products companies in the world. Join us and help transform our business as we take our brands to the next level and build new ones as part of shaping the next generation of celebrations for consumers around the world.
Feel inspired? Then this may be the opportunity for you.
If you require a reasonable adjustment, please ensure that you capture this information when you submit your application.
Worker Type :
Regular
Primary Location:
Bangalore Karle Town SEZ
Additional Locations :
2025-06-25
