Start Date: 12/01/2015
End Date: 30/11/2016
Context
The Credit Control Stream of the GDBS Cash Cycle Process entails all credit control and collection activities for GDBS served markets. Significant cross-market and end-to-end functional responsibilities with the aim to continue the great steps forward that have been achieved in FY13 by the OTC community. It ensures proper operation of processes from incoming fund allocation to customer ledger maintenance, outstanding follow up and overdue management, including credit limit control and reporting. Service Delivery entails issue resolution and close business partnering with the customer service and commercial market teams.
Dimensions of the role
The Corporate&Supplymarket is a fast developing area in Diageo. The growth trend is continuous and dynamic – the DBS Teams play a key role in supporting the Sales and Financial agenda of this dynamic growth.
a) Market Complexity
The colourful structure of this area is well represented by our team structure, covering several non-trade functions in Europe like Corporate, Scotland, Bushmills, Baileys and Beer Supply.
b) Leadership Responsibilities
• Works logically and pro-actively toward solutions
• Responds positively to direction and shows energy in delivering what is expected within own area of work.
• Is receptive to feedback and is willing to learn from mistakes
• Ability to effectively priorities customer issues and build on customer knowledge when making decisions
• Understands the need to create high performance teams and supports the actions of others to deliver this.
• Good knowledge of internal and external business partners
• Takes ownership for delivering on promises, speaks up when operational standards are slipping
• Great influencing skills and the ability to find consensus when needed
Top 3-5 accountabilities
• Proactive cash collection
• Handle daily order release
• Handle customer queries and drive issue resolution (e.g. price, delivery issues)
• Manage relationship with customers, with the market (account managers, credit risk manager, customer service team) and internally
• Manage credit risk (monitor payment behaviour of customers and propose credit limit changes)
• Manage customer ledgers (up-to-date information about overdue items) according to KPI's (RC, texting, reconciliation)
• Continuously look for process improvements to drive customer satisfaction and raise service efficiency
• Maintain customer documentation/process documentation
• Reporting (daily, weekly and monthly reports)
• Continuously improve the credit control/A&P/customer spend process
• Actively promote the CARM/Control agenda
• Manage issue resolution for respective sales organisation(s)
• Continuously support system and process improvement initiatives
• Give input to cash forecasting
• Support OTC supporting functions and processing activities (billing, clearing, customer spend processing)
• Input to internal/external audits
• Adhere to controls/compliance environment
Key performance indicators
• DSO / MAT DSO
• 91+ aged debt/7+ aged debt
• Reason codes
• Customer service
• Cash collection
• Unallocated cash
• Direct debit process
• Releasing credit blocked orders
• Discrepancy reports
• Bad debt provision
Qualifications and experience required
• University or College degree and/or 1-2 years relevant experience
• Speaks English fluently (and any other European language/s according to market specifics)
• Has some financial knowledge or willingness to learn financial transactions
• Has strong interpersonal and communication skills
• Is enthusiastic to solve problems
• Is a good team player but able to work individually
• Solid PC literacy, strong Excel skills required (SAP knowledge is an advantage)
• Is self-confident, accurate and pays attention to details
Credit Controller
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