Job Description :

Job Title: Assistant Manager, Credit Control & Credit Risk Management

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:

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 centres located in Budapest, Bangalore, Bogot, and Manila as well as satellite locations such as Belfast, Madrid, Athens and Turin.

We are passionate about making sure these processes are as standardised, 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 stakeholders 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
Handling, validating, and paying promotional invoices

About the role:

Dimensions of the role

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.

Purpose of Role:

Drive On Time in Full and TAG results by managing excellent business partnering with high profile and strategic Customers as well as with In-Market Supply Chain, Sales, Commercial Finance Teams and 3PL.

Act as team leader's first support and backup from the team, be responsible for superuser tasks within the team.

Co-ordinate, train, empower the team and be a role model for them as well as act as an escalation point within the organization.

Role Responsibilities:

Required Capabilities:

Willingness and ability to build great relationships with Customers
Excellent customer service and customer care mind-set
Excellent interpersonal and communication skills, assertiveness
Ability to take full ownership of order fulfilment
Ability to drive Customer satisfaction
Willingness to gather excellent knowledge of Customers
Ability to effectively prioritise own tasks building on knowledge of Customer business
Ability to deliver on promises
Proactive, solution-focused mind-set and positive can do attitude
Ownership, entrepreneurial attitude - drives issue resolution, escalates where necessary
Self-confidence and ability to work independently without strong line manager support
Looking for and responding to feedback
Active team player

Accountabilities:

Train, coach, motivate and develop skills of others within the team
Train newcomers
Support the Leader (taking part in project, reporting and analysis)
Support the Leader within performance management, give input to setting individual monthly targets
Backup person in the absence of Leader
Update desktop procedure descriptions upon process changes
Ensure operational stability within the team
Liaising with other teams, coordinating issue resolution and ensuring effective WoW
Co-ordinating, training, motivating the team and being a role model
Schedule and lead regular communications with high profile and strategic Customers and Sales to drive customer satisfaction, flag and eliminate reoccurring issues (service, dispute, data or technical related)
Proactive out of stock management, involve Customer to the decision by offering alternatives
Manage phone orders and Customer initiated order amendments in SAP
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, Supply Chain, Commercial Finance, 3PL and Process Excellence Teams
Actively promote the CARM (Sarbanes Oxley) / Control agenda
Reporting to support Customer communication and root cause analysis

Key performance indicators

Customer Satisfaction
Average Order Touches
Touchless orders %
Return and refusal %
Number of disputes and time to resolve
Order Entry Accuracy

Experience / skills required:

Essential

Excellent and proven customer service attitude
Excellent interpersonal and communication skills
Fluent language skills - as required for the specific market
Solid English language skills - company language
STC process knowledge and working experience
Strong MS Office knowledge

Desirable

College or university Degree
Good knowledge of internal and external business partners
Excellent product knowledge

Barriers to Success in Role (Optional):

Insufficient customer service skills
Insufficient language capabilities
Insufficient communication skills (face-to face / phone / written)
Inability to work as a part of a team
Lack of accuracy, attention to details
Difficulties in setting priorities and in working independently
Difficulties with demonstrating ownership

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: (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.

Ourambitionistocreatethebestperforming,mosttrustedandrespectedconsumer 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.

Worker Type :

Regular

Primary Location:

Bangalore Karle Town SEZ

Additional Locations :

Job Posting Start Date :

2025-11-10

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