Stp Customer Excellence Lead-1

3 weeks ago

Bengaluru, India Diageo Full time

Job Description:
The Supplier Experience Tower is responsible for ensuring that the Source To Pay processes - spanning Sourcing, Ordering, Invoicing and Payment activities, across Tactical Procurement, PTP, and T&E process areas - are operating effectively & efficiently, are effectively led and drive value for Diageo, as well as ensuring the control agenda (SOX compliance) across all areas.

The Process Lead is part of this team and is responsible for providing Business Analysis and Domain Expertise to deliver against Diageo’s Project Portfolio - typically through analyse and design.

The role requires good system and E2E STP process understanding, Governance/critical metric framework requisite for STP, Compliance, SOX controls and will work closely with the Supplier Experience management team. The Lead will also be a business partner with STP Service Delivery and STP Systems teams. The role will also require good partner relationship across the globe at all levels.

The role requires good leadership capabilities in the field of taking ownership, motivating changes, visibility and partner management due to the nature of the supported categories.

Organizational Context

Global Business Operations is a multi-functional shared service centre that is leading DIAGEO-wide transactions across various regions. Processes in scope are: Consumer to Cash, Source to Pay, Financial Control, Planning & Reporting, and Treasury. Business Services is a multicultural, multi-language environment.

Market Complexity

The Supplier Experience Strategy & Enablement team has a global remit across STP Systems & Processes servicing most of Diageo’s markets and users across all regions including Europe, NAM, LAC, Africa and APAC.

Relationships:

- Cross Business: Regional and In-market Teams, Global IS Community including Programme/Project teams, Project partners as well as other Process teams
- Internal: STP Service Delivery, STP Governance, STP Systems Admin teams across Diageo India
- External: 3rd Party IS Service providers (eg.Accenture, Deloitte)

These relationships will encompass people based in a variety of locations and categories

Leadership Responsibilities

The role is responsible for supporting the efficient delivery of Diageo’s Project Portfolio & internal Improvement Pipeline.

The following leadership standards apply:

- Lead people for success - provide support to colleagues
- Be authentic - build good relationships across the STP landscape at all levels
- Find Solutions - Be imaginative in finding solutions to issues & move them to action
- Connect to the Diageo Purpose - Show pride in Diageo; act as a positive representative of the company and our reputation.
- Consistently Deliver great Performance - Work with your Manager to define clear priorities & objectives. Demonstrate brilliant execution

**Responsibilities**:
The Customer Excellence Process Lead is responsible for:

- Design, Implementation, and improvement requirements for centralized service desk for source to Pay
- Evaluation & Implementation of customer requirements considering the underlying business processes and interfaces
- Planning of the relevant system UI changes as well as presentation and execution of internal workshops to finalize the scope alignment
- Prepare technical and functional specification and estimations for groundbreaking technology like AI Chatbots
- Work with IT teams to craft the flow for chatbots thereby reducing the query volume and enabling a self serve model for our service desk
- Ensure project meet it’s financial and operational goals (KPIs)
- Drive customer engagement by meeting expectations and needs, analysing needs /data gaps, understanding VoC via frequent interaction
- Champion continuous Improvement Culture through Kaizen, Process Improvement and standardization
- Flexible in attitude and approach in all the tasks assigned to the position and willingness to learn new skills as required
- The job holder may be instructed by their immediate outstanding to perform all tasks directly or indirectly related, additional or supplementary to the scope of duties defined in this role profile_

Qualifications and Experience Required
- Minimum 10-12 years of experience in customer service role with hands on experience in enabling chatbots and other advanced features
- Experience with source to pay Processes and driving continuous improvement is a must
- Expertise in MS Tools - Excel, PPT, Word, Visio. Power BI is a add on.
- Competent in End user System experience - Salesforce, Service Now
- Graduate or PG degree in finance or Business
- Six Sigma Belt Certified is an add on.
- Knowledge of STP Governance framework, Controls and Key performance indicators
- Proficient in leading Analyse & Design phases of a project
- Basic People and Project Management skills
- Proficient in working with remote teams. Good experience of building, developing and sustaining relationships with key partners
- Able to work proactively and o

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