Senior Analyst, Commercial Experience Service Delivery

Senior Analyst, Commercial Experience Service Delivery

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 Gurugram, 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.

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.

Global Business Operations (GBO) is the architect and driver of processes and business services that are critical to the day-to-day performance of our business. We provide a wide array of standardized financial and business services to Diageo's markets and functions from our global network of centers in Gurugram, Bangalore, Budapest, Bogota, and Manila.

As we continue to evolve to meet the expectations of our customers, we want everyone that receives GBO's services – customers, suppliers, and employees – to choose Diageo because we are easy to work with. We are also determined to ensure that overall 'GBO Experience' of all our clients is a positive one – with timely and accurate solutions as well as effective and positive interaction with our teams.

The Commercial Experience Tower is all about the processes that allow us to transact with our customers and distributors. We are the second biggest tower in GBO, operating in centers located in Gurugram, Budapest, Bangalore, Bogota, and Manila as well as satellite locations such as Belfast, Madrid, Athens, and Turin.

We are passionate about making sure these processes are as standardized, smooth, and efficient as possible for our markets and our customers. We feel personally accountable for our debtor's performance as a business and will make sure we provide our collaborators with the right information, insight, and capability to drive our Debtors as a Percentage of NSV (and Operating Cash Conversion) hard.

We provide insight, analysis, and provocation to our markets on our key areas of specialism such as debtors management & credit risk management.

We offer end-to-end services at a global scale in the following areas:

• Pricing set up to make sure we're ready to trade
• Handling credit limit and payment term approval processes
• Order collection from customers and between group companies
• Driving order and invoice issue resolution with 3PLs, Sales and Supply
• Collecting cash from customers and group companies
• Leading, validating, and paying promotional invoices

Commercial Experience deals with approx. 25,000 customers resulting in some 400,000 orders and collection of around 9 billion GBP an annual base. The role drives Customer satisfaction through service excellence.

Drive CASH and TAG results by handling excellent business partnering with Customers as well as with Sales and Commercial Finance Teams.

Required Capabilities:

• Willingness and ability to build great relationships with Customers
• Excellent interpersonal and communication skills, assertiveness
• Ability to take full ownership of cash collection
• Ability to drive Diageo cash results as well as Customer satisfaction
• Willingness to gather excellent knowledge of Customers
• Ability to effectively prioritize own tasks building on knowledge of Customer's business
• Ability to deliver on promises
• Proactive, solution-focused mindset and positive "can do" attitude
• Ownership, entrepreneurial attitude – drives issue resolution, escalates where vital
• Self-confidence and ability to work independently without strong line manager support
• Looking for and responding to feedback
• Active team player

Accountabilities:

• Schedule and lead regular communications with Customers and Sales to drive cash collection, flag and eliminate recurring issues (cash, dispute, data or technical related)
• Proactive cash collection
• Manage credit risk (monitor payment behavior of customers and propose credit limit changes, make suggestions or give approval to order release based on SoA)
• Manage customer ledger (reasoncode and text up-to-date information on overdue invoices, rejected and unidentified deductions)
• Give input to cash forecasting
• Validate and approve outgoing payment proposal
• Review bad debt situation with In-market Commercial Finance, drive decision on provision and write off
• Perform annual credit limit review
• Take ownership of incoming queries from Customers
• Raise and respond to Internal Query Management ticket on time as appropriate
• Update customer contact details and knowledge book regularly
• Manage strong relationship with Customers, In-Market Sales, Commercial Finance, Process Excellence Teams
• Actively promote the CARM (Sarbanes Oxley) / Control agenda
• Reporting to support root cause analysis

Key Performance Indicators:

• Collection Past Due %
• Collected to Term %
• Number of disputes and time to resolve
• Customer Deduction Management (unidentified and rejected deductions)
• Customer satisfaction

Qualifications and Experience Required:

Crucial:

• Excellent interpersonal and communication skills
• Fluent language skills – as required for the specific market
• Solid English language skills – company language

Desirable:

• College or university Degree
• Financial knowledge
• Commercial Experience process knowledge and working experience
• Good knowledge of internal and external business partners
• Strong MS Office knowledge

Barriers to Success in Role (Optional):

• Insufficient language capabilities
• Insufficient communication skills (face-to-face / phone / written)
• Inability to work as a part of a team
• Lack of drive
• Difficulties in setting priorities
• Difficulties with demonstrating ownership

Flexible Working Options:

Cover working hours of served market

Experience / skills required:

Flexible Working Statement:

Flexibility is key to our success. From part-time and compressed hours to different locations, our people work flexibly in ways to suit them. Talk to us about what flexibility means to you so that you're supported from day one.

Rewards & Benefits Statement:

Diversity statement:

Our purpose is to celebrate life, every day, everywhere. And creating an inclusive culture, where everyone feels valued and that they can belong, is a crucial part of this. We embrace diversity in the broadest possible sense. This means that you'll be welcomed and celebrated for who you are just by being you. You'll be part of and help build and champion an inclusive culture that celebrates people of different gender, ethnicity, ability, age, sexual orientation, social class, educational backgrounds, experiences, mindsets, and more.

Our ambition is to create the best performing, most trusted and respected consumer products companies in the world. Join us and help transform our business as we take our brands to the next level and build new ones as part of shaping the next generation of celebrations for consumers around the world.

Feel inspired? Then this may be the opportunity for you.

If you require a reasonable adjustment, please ensure that you capture this information when you submit your application.

Worker Type:

Primary Location: Gurugram

Additional Locations:

Job Posting Start Date: 2025-07-29