Senior Analyst, Supplier Service Hub

1 month ago

Bengaluru, India Diageo Full time

Description

:

ROLE PROFILE

Job Title:

Supplier Service Hub (SSH) – Analyst

Reports To:

Service Hub Team Lead

Context/Scope:

DBSI (Diageo Business Services India) is a multi-functional, multicultural, multi-language Shared Service Centre that handles back-office Finance Transactions for DIAGEO worldwide businesses. As such DBSI is playing a key role in ensuring effective operation with minimum disruption to business in the Purchase to Pay Work Stream

This position will work closely with In Market Company representatives of different levels and departments as well as relevant third parties.

Market Complexity:

Over 24000-suppliers spread across the world and different tax requirements applicable.

Diageo markets obtains supplies from all over the world and this role is expected to ensure timely payment in various world currencies using various payments methods.

Leadership Responsibilities:

Position works in the PTP team and teamwork is essential.

Purpose of Role:

To ensure accurate and timely resolutions provided on cases received, via phone, email or chat from vendors/internal Diageo employees and ensuring end to end SSH goals/KPI’s are met.

To be the first point of contact for any queries or service requests in Source to Pay.

Top Accountabilities

Ensure timely and accurate resolution are provided to requestors that log cases with SSH. Assist and help vendors/Diageo employees resolve queries. Ensure Quality and accuracy of all responses are of the highest order. Follow up on cases that are pending and require resolution. Coordinate among various teams to ensure resolution is provided in a timely manner. Take complete ownership of cases and ensure KPI’s are met. Ensure all other critical queries are supervised and responded to without delay. Ensure all the relevant SSH controls are operated and adhered to in their area of work. Maintaining and enriching the knowledge base, crafting an active repository of case management resolutions

Qualifications and Experience Required:

Qualifications

University graduate, BCom, BBA, BBM

Experience

4 to 7 years’ experience in a Service desk role in accounting/STP/PTP department of a large, reputable commercial organization

Proficient in Spoken and written English

Query and issues resolution/management

Queue Management

Issue Management

Customer care and teammate

Conversant with Purchase to Pay SAP application

Essential Skills :

Superb Communication skills – Business Communication and Email Etiquette’s (Reading and Written)

Customer Centric Behavior/Customer Focused & Driven

Strong Service Desk Experience

Good understanding of AP process

Understand Invoice processing and Vendor reconciliation process.

Understanding of accounting

Team Player and Ability to think differently.

Email queue management

Barriers to Success in Role (Optional):

Inability to:

Adapt readily to change, multitask and work in a team

Communicate, build outstanding relationship and network with all the relevant In market companies partners

Lack of service desk/customer service experience

Lack of PTP process knowledge

Worker Type :

Regular

Primary Location:

Bangalore Karle Town SEZ

Additional Locations :

Job Posting Start Date :

2024-04-16

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