• Senior Team Lead - E2E Commercial-3 Jobs in Bangalore,India - 23835175

  • Diageo India Pvt Ltd

Job Description:

Context / Scope 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 youll meet teams of people who are very 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 standardised end-to-end process excellence, Diageo Enterprise Operation is set to drive world class productivity, business agility and growth, liberating and equipping our markets to win

Diageo Enterprise Operations model is based around 5 global locations Budapest, Bogota, Nairobi, Manila, Bangalore Each of these centres has Sell to Cash Service Delivery team focused on delivering the STC Service to specific countries within the E2E Commercial Tower

The Process Excellence Accounts Receivable & Cash Applications Stream is part of the Sell to Cash (STC) process It owns core OTC tasks including billing, clearing, direct debit, outgoing payment, cash allocation within customer accounts, credit blocked order release and write off

Dimensions The role is responsible for Accounts Receivable & Cash Applications of various markets delivering accurate, prompt and stable input to the business day in day out while supporting standardization and automation agenda and ensuring control adherence This role manages 7-13 direct reports

Purpose of Role

This role ensures excellent Accounts Receivable & Cash Applications service delivery to the business within own area, is in charge of continuously delivering agreed KPIs, smooth performance management, knowledge retention, managing, co-ordinating, training, developing, motivating the team and being a role model for them The role is an enabler of delivering standardisation and automation within own process area

Acts as first escalation point in case of operational, technical issues

Customer Experience JM-s and STC Heads are the key stakeholders of this role

The role needs to ensure control and compliance adherence

Required Capabilities Ability to build, manage, motivate a constantly high-performing team
Ability to cope with various shift requirements
Finding solutions to all problems demonstrating rigour and full ownership
Creating possibilities for the team to succeed in a changing environment
Demonstrating deep personal accountability for great performance and performance management
Ability to prioritise effectively and quickly in order to meeting deadlines
Improved risk and control mindset to manage risk and mitigate exposures
Delivering on promises, holding yourself and others to account whenever Diageo control standards are not met, and Diageo values are not lived
Willingness and ability to build great relationships with key stakeholders
Role model of the Diageo Values
Demonstrating self-awareness and knowing strengths and development needs

Top Accountabilities

On time billing and clearing execution with immediate issue escalation
Achieving 0 unallocated cash day in day out exceptions are properly followed up and texted, reason-coded on Customer ledger
Cash allocation prioritization according to market needs
Timely credit blocked order released according to market needs and 3PL order transfer timelines
On time direct debit collections get rejected items immediately escalated
Timely outgoing payment runs according to market needs
Ensuring appropriate time zone coverage shifts according to served markets
Ensuring advanced holiday planning and scheduling within the team according to peak periods, working days according to served markets (including working on local bank holidays, weekend days if required)
Management, assessment and development of a high performing team to consistently achieve green KPIs day in day out even in peak periods
Ensuring deep business, market and customer understanding
Ensuring effective people retention and knowledge retention is in place for the team to ensure continuity of service, all processes mapped and documented, changes followed up and recorded in a coordinated manner People are trained and in place to deliver service
Immediately flagging risks, issues with possible business impact and proposed plan to Customer Experience Team
Ensuring the team contacts Customers only in the pre-defined scenarios by using the given email-template
Acting as first escalation point in case of technical, operational, team and peak management issues
Co-ordinating, coaching, motivating the team and being a role model for them
Ensuring that defined and agreed capabilities are met and constantly evaluated
Sharing best practise across markets to ensure continuous quality and to create possibilities for improvement
Enabling the standardization and automation agenda for the Tower in own area
Review of processes and procedures, identifying improvements to maximize efficiency
Leading & developing robust processes and control environment, driving Diageos controls agenda to 0 PERCENT failures
Partnering with other parts of the Tower (Customer Experience JMs, Governance Teams)
Make sure team is accountable for all issues each one is captured, resolved and followed up and raised in regular service reviews with Customer Experience Team
Make sure that people are valued and motivated in the teams where they can unleash their full potential to deliver exceptional performance
Reporting (daily, weekly and monthly reports)

Measures of Success Unbilled and unaccounted items
Unallocated Cash
Timely credit blocked order release according to market needs and 3PL order transfer timelines
Timely direct debit and outgoing payment runs according to market needs
No hidden operational risks and issues
No control failures
Standardization and automation targets
Retention PERCENT

Qualifications and Experience Required Essential

3 years Credit Control or Cash Applications experience

Strong and visible leader

Ability to work across organizational boundaries

Excellent communications and relationship building skills

Advanced coaching skills and people management skills

Ability to deal with ambiguity

College or university Degree

Speaks fluent English


Change management experience

Standardization experience

Barriers to Success in Role Lack of business focus and understanding

Inability to manage complex multi-functional matrix relationships

Inability to motivate others

Worker Type


Primary Location

Bangalore Karle Town SEZ

Additional Locations

Job Posting Start Date


Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry :
  • Audit & Risk
  • Functional Area : Accounting/Tax/Company Secretary/Audit
    Role :
  • Salary : As per Industry Standards
    Deadline : 15th Apr 2020

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