Job Description
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 various 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 acquires supplies from all over the world and this role isencouragedd to ensure timely payment in various world currencies using various payments methods.
Leadership Responsibilities
- Position works in the PTP team and teamwork is critical.
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 monitored 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
Qualifications and Experience Required:
- 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 organisation
- Proficient in Spoken and written English
- Query and issues resolution/management
- Queue Management
- Critical 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 Behaviour/Customer Focused & Driven
- Strong Service Desk Experience
- Good understanding of AP process
- Understand Invoice processing and Vendor reconciliation process.
- Understanding of accounting
- Teammate and Ability to think differently.
- Email queue management
Inability To
Barriers to Success in Role (Optional):
- Adapt readily to change, multitask and work in a team
- Communicate, create amazing 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:
Gurugram
Additional Locations :
Job Posting Start Date
2024-07-16
