Job Description : Context/Scope DBS (Diageo Business Services) is a multi-functional, multicultural, multi-language Shared Service Centre that handles DIAGEO-wide transactions across various world regions. DBS is playing a key role in ensuring effective operation of the core business of DIAGEO. The OTC Service Delivery serves around 25 markets/countries and accepts end-to-end processes. The Credit Control stream entails various credit control and cash collection activities for DBS served markets. Dimensions of the role OTC 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. Purpose of Role: CS entails Customer Service and is depending on market logistics advisor activities for E2EC served countries. Significant cross-market and end-to-end functional responsibilities with the aim to continue the great steps forward that have been achieved in FY18 by the OTC community. . The OTC Team Leader is the OTC senior manager’s first support and backup, their main task is to deliver the services requested by the markets, has various line management, reporting and analytical tasks, is responsible for leading, co-ordinating, training, developing, motivating the team and being a role model for them, and responsible for leading the various high levelspartners within the geographic region their team is responsible for. Required Capabilities: Excellent interpersonal and communication skills, assertiveness Proactive, solution-focused mind-set Excellent customer service and customer care mind-set Willingness and ability to build great relationships with customers Positive “can do” attitude Ability to effectively prioritise customer issues and build on customer knowledge when making decisions Ownership, entrepreneurial attitude to drive issues towards resolution, bring up where vital Accuracy, attention to details Delivers on promises Willingness to gather excellent knowledge of customers and market specifics Looking for and responding to feedback Always looking for issue resolution and service improvement Active teammate, always there to help others Understand and follow the controls in own area Strong analytical skills Structural thinking Ability to effectively prioritize incoming issues and build on acquired knowledge when making decisions in own area of responsibility. Self-confidence Role model of the Diageo Values Ability to develop, empower and energise a team Model great people management Demonstrates deep personal accountability for great performance Moves effectively between strategy and operational detail Demonstrates unwavering accountability for Diageo’s total success – we are ‘one Diageo’ Demonstrates self-awareness and knows strengths and development needs Contributes to grow own capability and experience to the benefit of him/herself, our people and Diageo Top Accountabilities Hiring, training and constantly developing the right people within their team to build and excellent, hard-working team with a robust succession plan Leading a team of up to 10 people to reach the best customer service and TAG survey (or similar customer satisfaction) results Coaching newcomers and ensure knowledge management and retention Proactively notifying management and the market where early warning signs of potential issues are seen Understanding customers’ needs Partnering with other parts of the business Maintaining all customer-, process documentation Sharing the best practise between CC teams globally to ensure continuous quality and to create possibilities for improvement Giving to standardisation initiatives Playing an active part in Diageo’s control’s agenda Building collaborations, customers, sales and finance functions Timely handling all incoming customer queries and requests Continuously improving service levels in partnership 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 Reporting (daily, weekly and monthly reports) Continuously improve the processes Lead issue resolution for respective sales organisation(s) Continuously support system and process improvement initiatives Support other OTC functions and processing activities (billing, clearing, customer spend processing, credit control and collections) Finding solutions for all incoming queries – investigate, monitor, follow-up issues and provide information on progress Monitor deductions being taken by customers Ensure monthly payment confirmations are available Provide support on key Credit Projects Understand customers’ needs and ensure that the team meets these Partner with other parts of the business to drive the “Cash every day” agenda Lead customer/channel specific credit risk Co-ordinating, training, motivating the team and being a role model for them Any other tasks requested by line manager Key performance indicators OTIF ATO Customer Deduction Management Credit/Debit Notes, Pricing, payment terms Overdue% (both team and individual targets) Cash collection (meeting target) 91+ aged debt Unallocated cash Ledger Quality Revenue Recognition Customer service – Excellence in Customer communication Qualifications and Experience Required Essential Excellent, tried customer service attitude Proven English language skills – company language Excellent interpersonal and communication skills Strong MS Office knowledge Line management experience is desirable, but not a must, however experience with people co-ordination and tried communication skills are a must Critical thinking Desirable Prior experience in Customer Service and Accounts Receivable College or University degree System skills (SAP knowledge) Tried line management experience Barriers to Success in Role (Optional): Insufficient customer service skills / mindset Not interested in customer service, sales or logistics Lack of accuracy, attention to details Insufficient language capabilities Inability to work as a part of a team Insufficient communication skills (face-to face / phone / written) Inability to co-ordinate, energise, motivate a team Worker Type :Regular Primary Location:Bangalore Karle Town SEZ Additional Locations : Job Posting Start Date : 2023-01-25-08:00 With over 200 brands sold in more than 180 countries, we’re the world’s leading premium drinks company. Every day, over 27,000 talented people come together at Diageo to create the magic behind our much-loved brands. From iconic names to innovative newcomers – the brands we’re building are rooted in culture and local communities. Our ambition is to be one of the best performing, most trusted and most respected consumer products companies in the world. Our founders, such as Arthur Guinness, John Walker, and Charles Tanqueray, were visionary entrepreneurs whose brilliant minds helped shape the alcohol industry. And through our people, their legacy lives on. Join us, and you’ll collaborate with talented people from all corners of the world. Together, you’ll innovate and push boundaries, shaping a more inclusive and sustainable future that we can all be proud of. With diversity at our core, we celebrate our people's unique passions, commitments and specialist skills. Because when varied voices, mindsets, and personalities come together, great ideas are born. In our supportive culture, your voice will be heard and you’ll be empowered to be you. Just bring your ambition, curiosity and ideas, and we’ll celebrate your work and help you reach your fullest potential. DRINKiQ What's your DRINKiQ? Take our quiz to understand how alcohol is made and explore the effects of drinking. You can discover everything you need to know at DRINKiQ