Junior Manager- OM&CS

Job Title-

Junior Manager- OM&CS

About us-

With over 200 brands sold in nearly 180 countries, we're the world's leading premium drinks company. Bring your passion and use your curiosity as you explore, collaborate, and innovate to build brands consumers love. Together with passionate people from all over the world, you'll test new ideas, learn and grow, and unlock a brighter, more exciting future.

Join us to create a career worth celebrating

About the Function:

Global Business Operations keeps our business moving, connecting markets, streamlining processes and keeping everything running smoothly at scale.

With teams across Bangalore, Budapest, Bogotá, Gurugram, and Manila, GBO delivers the essential services that support our day-to-day performance, from finance to operations and beyond. It's a truly global environment, where collaboration across time zones and cultures is part of everyday life.

You'll gain exposure to different markets, build skills for the future and develop a broad understanding of how a business operates at scale. It's a great place to learn, grow and see the bigger picture.

About the team: (TE)

About the role:

Context / Scope

DBSI (Diageo Business Services India) is a multi-functional, multicultural, multi-language Shared Service Centre that manages Diageo-wide transactions across multiple global markets.

Over the past decade, DBSI has grown rapidly, driving significant changes to global operating practices and supporting Diageo markets with minimal disruption to core business operations.

The Customer Service stream within the DBSI Cash Cycle process manages Customer Service activities and, depending on the market, Logistics Advisor activities across DBSI-supported countries. The function has significant cross-market and end-to-end responsibilities, continuing to build on the operational improvements achieved by the OTC community.

The role is responsible for ensuring accurate execution of the end-to-end Order-to-Ship process, from customer order receipt through to final delivery, including proactive issue resolution. Service delivery requires close partnership with Market Logistics, Sales and Customer Service teams.

The OTC process supports markets across multiple geographies globally.

Dimensions

The role is responsible for delivering a defined Customer Service process across DBSI-supported markets.

Market Complexity

• Supports a complex and evolving supply network.
• Manages 60M+ customer cases annually.
• Supports 7 in-house manufacturing plants, 45 packaging lines, and multiple external manufacturing sites.

Financial

The Cash Cycle function supports:

• Approximately 25,000 customers
• Around 400,000 customer orders annually
• Collection of approximately £9 billion annually

The function also interacts with:

• Approximately 55,000 vendors
• Around 550,000 invoices processed annually

Purpose of the Role

To enable effective end-to-end service delivery across the Customer Service process by providing high-quality operational support to internal and external business partners.

The Customer Supply Specialist is responsible for:

• Accurately processing customer orders within the system.
• Ensuring timely customer shipments and deliveries.
• Proactively coordinating with customers, Commercial teams and APAC markets.
• Partnering with the Plan & Move team to minimise delays and deliver an excellent customer experience.
• Ensuring customer documentation is issued within agreed timelines to avoid customs penalties and delays.
• Acting as the first point of contact for critical customer issues.
• Supporting the Customer Service team as a Subject Matter Expert (SPOC).
• Supporting the Team Lead and Manager with reporting and data requirements.

Diageo Capabilities

The role has no direct reports.

The role holder is expected to demonstrate the following Diageo capabilities:

Be Authentic

Build and maintain strong relationships with a broad range of stakeholders while adapting communication style to meet diverse customer needs.

Find Solutions

Analyse situations, resolve operational issues and apply a strong understanding of business processes to deliver effective outcomes.

Consistently Deliver Great Performance

Demonstrate ownership, prioritisation and execution excellence while remaining focused on delivering business outcomes.

Key Accountabilities

• Deliver accurate customer documentation and ensure on-time shipment deliveries to achieve customer service OTIFNE targets.
• Generate accurate customer documentation including invoices, debit notes, credit notes and order acknowledgements within agreed timelines.
• Support the SNP Planning team to complete the OTC process through to billing.
• Validate orders for Non-UK sites.
• Resolve customer queries within agreed service levels and prepare market and hub reporting.
• Coordinate with Customer Concern teams to ensure timely issue resolution.
• Manage shipment delays, associated customer communications and supporting documentation.
• Process material and sample orders while keeping markets informed of delivery status.
• Resolve GRNI issues in partnership with DBSI Intercompany and Billing Controllers.
• Maintain high standards of accuracy, confidentiality and attention to detail.
• Ensure compliance with audit requirements, internal controls and relevant legal standards relating to customer and financial data.

Qualifications & Experience

Qualifications

• Bachelor's degree.
• Finance qualification or equivalent relevant experience.

Essential

• Fluent English.
• Experience in Order Processing, OTC and Customer Service.
• Strong Excel skills.
• Approximately 4-8 years of relevant experience.

Desirable

• Supply Chain knowledge.

Key Skills

• Proactive mindset.
• Strong ownership and accountability.
• Excellent communication skills.
• Stakeholder management.
• Ability to resolve issues quickly.
• Flexibility and adaptability.

Barriers to Success

• Inability to build strong relationships.
• Inability to work collaboratively.
• Poor stakeholder engagement.
• Ineffective communication.
• Lack of attention to detail.

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 accept 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, approaches, 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 bring together this information when you submit your application.