Supplier Service Hub (SSH)

Job Description :

ROLE PROFILE

Supplier Service Hub (SSH) – Senior Associate

Service Hub Team Lead

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.

• 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.

• Position works in the PTP team and teamwork is essential.

• 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.

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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, creating 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 organisation
• Fluent in Spoken and written English
• Query and issues resolution/management
• Queue Management
• Escalation Management
• Customer care and team player
• Conversant with Purchase to Pay SAP application

Essential Skills:

• Excellent 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
• 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, create amazing relationship and network with all the relevant In market companies stakeholders
• Lack of service desk/customer service experience
• Lack of PTP process knowledge

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