Manager, Commercial Experience Service Delivery

Job Title: Manager, Commercial Experience Service Delivery About us: With over 200 brands sold in nearly 180 countries, we’re the world’s leading premium drinks company. Bring your passion and use your curiosity as you explore, collaborate, and innovate to build brands consumers love. Together with passionate people from all over the world, you’ll test new ideas, learn and grow, and unlock a brighter, more exciting future. Join us to create a career worth celebrating. 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 business. With 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: About the role: (TE) 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 talented 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. Diageo Global Business 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 standardised end-to-end process excellence, Diageo Global Business Operation is set to drive world class productivity, business agility and growth, liberating and equipping our markets to win.Diageo Global Business Enterprise Operations model is based around 4 global locations: Budapest, Bogota, Manila, Bangalore. Each of these centres has Sell to Cash Service Delivery team focused on delivering the STC Service to specific countries within the Commercial Experience Tower.The Customer Experience Stream is part of the Sell to Cash (STC) process. It actualizes the “one face to the Customer”. Dimensions of the role Global Markets Purpose of Role: The Customer Experience team is the first point of contact and “one face” to customers and is responsible for delivering excellent customer service and ensuring all customer orders are delivered as requested (on time, in full). The Customer Service Manager will support and enable the delivery of our Performance Promise within own area, and will indirectly oversight and improve any supporting activities that relate to order management, customer services and logistics of order fulfilment to customers. The Customer Experience Manager's 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 stakeholders within the geographic region his / her team is responsible for. The Customer Experience Manager is also responsible for the Performance Management of Customer Service team linked to the geographic region his / her team is responsible for. The role will be a critical support to the GB Customer Experience Manager to monitor KPI performance, ensure the delivery of efficiency programmes and enable the smooth and coherent operation of the overall department, as well as managing the Customer Experience and Logistics team. The GB Customer Service Team Leader will engage with both Process Excellence and Credit Controlling teams. Required capabilities · Mastery level interpersonal and communication skills, assertiveness · Excellent customer service and customer care mind-set · Willingness and ability to build great relationships with customers across several markets and senior stakeholders · 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, escalate where necessary · Willingness to gather excellent knowledge of Customers and Market specifics · Looking for and responding to feedback · Continuously driving issue resolution and service improvement · Active team player, always there to help others · Understand and comply with the controls in own area, ensures the team is fully aware of the requirements · Structural and strategic thinking, short and mid-term planning for resourcing and business operation (including peak periods), search for opportunities and execute migrations from the markets to Bangalore, productivity saving generation and realisation, long-term process improvement delivering saving or development in performance not just for own area but for a wider scope · 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, motivate 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 Top Accountabilities: · Managing a team of 8-10 to reach best-in-class customer service and order fulfilment. Ensure that Diageo is considered the best Customer Service provider of our partners · Act as the key operational support to the Customer Experience Manager, monitoring STC KPI performance and identifying opportunities to increase efficiency · Deep understanding of customers’ and markets’ needs and fully support successful business operation within own area · Build brilliant working relationships within the Commercial Experience department to support the area · Support wider Commercial Experience Team with deep dive analysis on key KPIs – AOT, Touchless Orders%, Disputes%, CFR, OTIF. · Prepare input material for the Market Performance Review calls, including KPI performance commentary · Maximising customer satisfaction level, support reduction of the cost of returns and refusals by implementing reviews and controls · 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 · Building strong relationship with stakeholders, customers, sales and logistics functions with special focus on L2 and L3 stakeholders, such as Sales, Finance and Supply Chain Directors · Reporting towards key stakeholders with deep insight generation and early risk flagging · Hiring, training, motivating and constantly developing the right people within his/her team to build an excellent, high performing team with a robust succession plan · Coaching newcomers and ensure knowledge management and retention · Act as first escalation point for team members for day-to-day issues on behalf of the GB Customer Experience Manager · Partnering with other parts of the business – both externally and internally · Sharing best practise between STC teams to ensure continuous quality and to create possibilities for improvement · Playing an active part in Diageo’s control agenda · Support other STC functions and processing activities · Ensure that there is good communication and feedback with ‘enabling’ teams such as STC Process Excellence, STC Governance, Financial Control, Information Systems and Facilities Measures of Success: · Average Order Touches (AOT) · Touchless Orders% · Return and refusal % · Order Entry Accuracy% (OEA) · Number of disputes and Time to resolve · Customer Deduction Management (unidentified and rejected deductions) · Customer satisfaction Qualifications and Experience Required: Essential · Excellent, proven customer service attitude · Fluent language skills – as required for the specific markets · Solid English language skills – company language · Outstanding interpersonal and communication skills · Strategic thinking and long-term planning Desirable · Prior experience in Customer Service and Logistics · College or University degree · System skills (SAP knowledge) Barriers to Success in Role (Optional): Job Description • Works on the compliant, efficient and effective management of financial assets and resources in line with business strategy and operational requirements.• Focuses on monitoring, reporting and management of financial processes and specialist administration services.• Provides advice and guidance as well as ensuring appropriate financial governance and controls are in place.• Brings strong knowledge of end-to-end business processes, applications and systems, Enterprise Resource Planning e.g. S4, digital innovation in respective area of expertise that facilitates transformation to groundbreaking capability building.• Plan and manage core financial processes.• May be involved in processes such as credit control, cash management and the management of banking operations, as well as incoming and outgoing payments and internal allocations.• Supervises the daily activities of business support, technicians and/or production teams, but typically does not perform the work supervised.• Understands how the team relates to other closely related teams, and will set priorities to ensure task completion and coordinate work with other supervisors.• Uses judgement to identify and resolve day-to-day problems with decisions guided by policies, procedures and local business plans.• Receives guidance and oversight from own manager, but is responsible for their own team’s quality, volume and timeliness objectives within their area.• Expected to exchange information and address sensitive issues, exhibiting a good level of tact and diplomacy.When creating job descriptions the Leadership Standard should also be incorporated/referenced as it sets the expectation of the behaviours and standards that leaders need to demonstrate at Diageo.**The following sections are from Diageo's global job advert guide and should be included in all job descriptions (internal and external)**Flexibility is key to success in our business and many of our people work flexibly in many different ways, including part-time, compressed hours, flexible location. Please talk to us about what flexibility means to you and don’t let anything stop you from applying.Our purpose is to celebrate life, every day, everywhere. And creating an inclusive culture, where everyone feels valued and listened to, is a crucial part of this.We believe the most inclusive and diverse culture makes for a better business and a better world. We know that for our business to thrive and for Diageo to realize its ambition, we depend on having diverse talent with a range of backgrounds, skills and capabilities in each of the 180 countries in which we operate and to reflect our broad consumer base. Experience / skills required: (TE) 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.