Job Description

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Job Title
Senior Analyst, Commercial Experience Service Delivery
About the Function:
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 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.
About the team:
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 versatile 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.
Diageo Enterprise Operations provides a wide array of both financial and business services to Diageo markets and functions around the world. Over the years the services offered have grown rapidly in terms of scale and scope, gradually moving toward higher value and more sophisticated activities. Now, with an increased focus on standardised end-to-end process excellence, Diageo Enterprise Operation is set to drive world-class productivity, business agility and growth, liberating and equipping our markets to win.
Diageo Enterprise Operations model is based around 5 global locations: Budapest, Bogota, Nairobi, Manila, Bangalore. Each of these centres has Sell to Cash Service Delivery team focused on delivering the STC Service to specific countries within the E2E Commercial Tower.
The Process Excellence Accounts Receivable and Cash Applications Stream is part of the Sell to Cash (STC) process. It ensures proper operation of processes from incoming fund allocation on customer ledger, customer ledger maintenance, credit blocked order release to dispute management and reporting.
About the role:
Dimensions of the role
STC deals with some 25.000 customers resulting in some 400.000 orders and collection of around 9 billion GBP an annual base
The role involves performing credit release, accounts receivable, clearing and billing tasks for one or more markets.
Purpose of Role:
Provide world-class support for the Customer Experience Team to ensure all orders, credit and debit notes are billed in time, incoming cash is timely allocated from bank account to customer ledger and within customer ledger, credit blocked orders are released with appropriate approvals, write offs and GL reconciliations happen in a timely manner with appropriate approvals.
Role Responsibilities:
Required Capabilities:

• Accuracy, attention to detail
• Ability to communicate clearly in English
• Knowledge of or ability to learn STC process and systems
• Understands and complies to controls in own area
• Ability to effectively prioritise and deliver on promises
• Proactive, solution-focused mind-set and positive "can do" attitude
• Ability to take ownership for standardization, automation
• Ability to work in often pressurized environment
• Receptive to feedback and is willing to learn from mistakes
• Active great teammate

Accountabilities:

• Handle all Clearing and Billing tasks, immediately call out issues
• Handle customer ledger (cash and credit note allocation, up-to-date information about disputes, write offs, reconciliation)
• Ensure all SAP documents (invoices, credit and debit notes) are billed and delivered to customers
• Monitor interfaces, resolve all interface and EDI related issues
• Raise and respond to Internal Query Management ticket on time as appropriate in order to drive customer queries towards resolution (e.g. price, delivery, A&P, rebate related deductions)
• Manage relationship with STC Customer Experience Team
• Maintain Desktop Training Procedures
• Continuously support standardization and automation, system and process improvement initiatives
• Actively promote the CARM (Sarbanes Oxley)/Control agenda
• Support other STC processing activities (customer data, order entry, price and delivery credit note creation, customer spend, rebate processing)
• Complete Anti-Money Laundering and OFAC checks as appropriate
• Reporting (daily, weekly and monthly reports)
• Any other tasks requested by line manager

Key performance indicators

• Unallocated Cash
• Ledger Quality - untexted, unreasoncoded items
• Timely credit blocked order release according to market needs and 3PL order transfer timelines
• Timely direct debit and outgoing payment runs according to market needs
• SLAs
• No hidden operational risks and issues
• No control failures

Experience / skills required:
Essential

• High accuracy
• Fluent English language skills - company language
• Solid PC literacy, strong Excel skills

Desirable

• College or university Degree
• Experience in a Finance / Accounts Receivable role
• STC process knowledge and working experience
• System skills (SAP Order to Cash knowledge)

Barriers to Success in Role (Optional):

• Lack of English language knowledge
• Lack of accuracy, attention to details
• Difficulties in setting priorities and in working independently
• Difficulties with demonstrating ownership
• Not a team player

Flexible Working Statement:
Flexibility is key to our success. Talk to us about what flexibility means to you so that you're supported to manage your wellbeing and balance your priorities from day one.
Rewards & Benefits Statement: (TE)
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 : Regular
Primary Location: Bangalore Karle Town SEZ
Additional Locations :
Job Posting Start Date : 2025-10-06

Skills Required