Sr. Team Lead- Commercial Experience Service Delivery

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 really good at what they do and who enjoy doing it.

Diageo Enterprise Operations provides a wide array of both financial and business services to Diageo markets and functions around the world.  Over the years the services offered have grown rapidly in terms of scale and scope, gradually moving toward higher value and more complex activities. Now, with an increased focus on standardized end-to-end process excellence, Diageo Enterprise Operation is set to drive premier efficiency, business agility and growth, liberating and equipping our markets to win.

The Process Excellence Order to cash is a part of the Commercial Experience process. It ensures accurate business processes arperformeded which involves receiving and fulfilling customer requests for goods or services.

Commercial Experience deals with some 25,000 customers resulting in some 400.000 orders and collection of around 9 billion GBP on an annual base.

Purpose of Role:

We seek a highly motivated and experienced individual to lead our Order to Cash/ vendor management/Pricing and Customer Service teams. The Team Leader will be crucial in coordinating the order processing and customer service functions, ensuring timely and on-time collection of cash, and maintaining exceptional customer satisfaction levels with great partner management.

The role involves delivering trainings, driving standardization and automation, and leading order to cash related tasks starting from order fulfilment to cash application for one or more markets. The ideal candidate will have a strong background in order management, vendor management, inventory & pricing of products and a deep understanding of customer service standard methodologies with excellent leadership skills to guide and inspire thecustomerkeholder management.

The role involves delivering trainings to skills & create an individual development plans for the team members so that they can also grow as a professional & , driving standardization and automation, and looking at process gaps and flows.     

Top Accountabilities:

• Responsible for people management in Operations team
• Mitigating risk of attrition by providing a consistent and vocal management point of contact to the team and the internal partners
• Responsible for quality assurance for in Operational activities

• Ensure to run process related refresher trainings

• Oversee the day-to-day Cash/Order/credit management/cash application/billing/pricing/trade spent activities.
• Lead the team service levels and develop robust controls.
• Coordinating and facilitating the identification of simplification and efficiency improvements for the relevant processes
• Support and assist in handling partner concerns
• Promotes Inclusion & Diversity
• Ensure DTP’s are reviewed, updated and approved from governance
• Ensure that the team is trained on new / changed process steps
• Responsible to ensure that SLA’s are met
• Flag out hidden operational risks and issues

Required Capabilities:

• Ability to resolve issues
• Excellent Business English and interpersonal skills
• Ability to drive technical issues towards resolution      
• Understands and ensures team’s compliance to controls in own area
• Ability to effectively prioritize and deliver on promises
• Entrepreneurial attitude to drive issues towards resolution
• Ability to work in often pressurized environment
• Receptive to take and give feedback
• Support operations by changing the priorities of incidents raised.  Change the priorities as per request from team, supervise and communicate the issues and its impact on operations
• Support CARM (Sarbanes Oxley) / GAR audits
• Ownership of GL reconciliations
• Acting as a role model
• Supports Manager (taking part in project, reporting and analysis)
• Manage relationship with STC Customer Facing Team
• Execute Anti-Money Laundering and OFAC checks as appropriate
• Ensuring that reports are published as per timelines (daily, weekly and monthly reports)
• Adhoc requests from managers are to be delivered on time
• No control failures
• Standardization and automation targets

Essential

• Excellent Business English
• Demonstrate strong leadership skills, including team management and motivation, and general interpersonal skills
• Possess Finance operations background with high level of numeracy and precision, with robust analytical skills
• Posses Credit Control/Inventory management/pricing or relevant Order Management experience and has a clear understanding of the market dynamics.
• Nurture and develop people talent, through providing the right opportunities, coaching and performance management
• Result oriented, strong drive and urgency

• Able to work to tight deadlines
• Awareness of controls and risk management
• Strong problem identifying and problem-solving skills
• Build and sustain excellent relationships with multiple stakeholders

Barriers to Success in Role:

• Inability to quickly assimilate information and flex style in response
• Unable to learn the different types of customer and markets serviced by Diageo
• Lack of drive and pro-activity
• Lack of influencing skills
• Lack of decision making and conflict resolution skills
• Inability to adapt to change management

This is a Full time role, flexibility is something non-negotiable according to time zone of serviced market