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Job Description & How to Apply Below
Location: Bengaluru
Job Description :
Job Title
Assistant Manager, 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 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 Role
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 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 sophisticated activities. Now, with an increased focus on standardised end-to-end process excellence, Diageo Global Business Operation is set to premier 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 Junior 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 JM'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 JM 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 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.
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 Budapest, 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…
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