Diageo Enterprise Customer Service Representative Jobs in Kenya

Diageo Enterprise Customer Service Representative Jobs in Kenya

Job Description :

Context / Scope:

Diageo Enterprise Operations is part of the Diageo Business Service Organization that is a global multi-functional business that provides shared service offering across DIAGEO globally. It provides services in the scope of Order to Cash, Source to Pay, Record to Report, Financial Controllership and Data Management.

The Credit Control Stream is part of the Sell To Cash process of the DBS that entails all credit control and collection activities for DBS served markets.

Significant cross-market functional responsibilities with the aim to deliver a seamless end-to-end OTC service. It ensures proper operation of processes from incoming fund allocation to customer ledger maintenance, order release, outstanding follow-up and overdue management, including credit limit control and reporting.
Service Delivery entails issue resolution and close business partnering with the credit risk, customer service and commercial market teams.

Dimensions

The role is responsible for Customer Service Management across a number of markets within the Africa region served by the Diageo Enterprise Operations.

Market Complexity:

The role would entail responsibility for step-change, standardization and process harmonization of Customer Service Management across Enterprise Operations served countries.
Africa Region comprises various markets. Current markets supported within Enterprise Operations include: Nigeria, Ghana, Cameroon, Reunion, Tanzania, Uganda, Ethiopia and Kenya incl. EAML.
Each market has specific nuances including: Market-specific Ways of Working, government regulations, different currencies, infrastructure challenges, local language requirements.

a) Financial

OTC deals with some 25.000 customers resulting in some 400.000 orders and collection of around 9 billion GBP an annual base.
Cash Cycle is also interacting with some 55.000 vendors treating some 550.000 invoices per year.

Purpose of Role