Senior Analyst - Credit and collections

About us

With over 200 brands sold in nearly 180 countries, Diageo is home to some of the world's most iconic drinks. From Johnnie Walker and Guinness to Tanqueray, Smirnoff and Don Julio, we craft brands chosen for life's moments - from everyday connections to landmark celebrations.

Bring your talent, curiosity and ambition, and strive for your personal best alongside people who challenge, support and learn from each other. Together, as one outstanding team, we keep learning, improving and raising the bar for our brands, our business and each other.

Join us and play your part in making life's moments mean a little more.

About the Function:

About the role:

• 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 act as a single point of contact of own Customers by taking full ownership of order fulfilment, scheduling and cash collection.
• Ability to leverage own role as a single point of contact to influence Customers and drive Diageo cash results as well as 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

• Schedule and lead regular communications with Customers and Sales to drive customer satisfaction, cash collection, flag and eliminate reoccurring issues (service, cash, dispute, data or technical related)
• Proactive cash collection
• Manage credit risk (monitor payment behaviour of customers and propose credit limit changes, make suggestions on order release)
• Manage customer ledger (reason code and text up-to-date information on overdue invoices, rejected and unidentified deductions)
• Give input to cash forecasting
• Review bad debt situation with In-market Commercial Finance, drive decision on provision and write off
• Cash Application for allocated customer portfolio including posting and allocation upto the invoice level
• 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 STC Process Execution Teams
• Actively promote the CARM (Sarbanes Oxley) / Control agenda
• Reporting to support Customer communication and root cause analysis

• Collection Past Due %
• Collected to Term %
• Number of disputes and time to resolve
• Customer Deduction Management (unidentified and rejected deductions)