6,085 jobs for "Manager, Customer Support"

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 role:

Global HR Operations is Diageo's HR Shared Service organization, providing services through First Point centres located in Budapest, Nairobi and Bangalore. The Global Reward Operations (GRO) team partners with Global Reward COEs, HR Business Partners, Executive Reward, Technology and HR Operations to deliver operational excellence across the Annual Reward Cycle (ARC), Global Employee Recognition programme, and other global reward processes. The role is responsible for leading operational delivery, process governance, Tier 2 support, customer engagement, and continuous improvement to ensure compliant, efficient, and seamless global reward and recognition operation

a) Financial Provide data and logistical processes which enable the business to effectively manage salary, stock and bonus budgets which are multi-million-pound investments.

b) Market Complexity Engage Globally with HR BPs, Reward teams, Executive Reward, senior Line Managers, Diageo IS and HR Process Governance, People Data Governance

Drive/lead a process improvement and simplification agenda for Reward processes and technologies. Responsible for handling the daily operation of the team. Deputise for the Global Reward Operations Manager.

Purpose of Role :The purpose of the role is to enable the critical reports and processes of Salary Review, Bonus and Long-Term Incentives for the Global Diageo population that use the Workday platform, also delivering offline reports to support Leads/managers.

Top Accountabilities :

Process and Engagements Data Enables processes to ensure there are accurate data, effectively supporting the Annual Reward Cycle.

Delivers solutions to eradicate poor data quality issues that are barriers to the brilliant execution of reward processes.

Partners effectively with other stakeholders to ensure they can effectively deliver on their responsibilities with regard to data quality.

Controls & Compliance: Ensure relevant data and processes are handled in line with Diageo Controls and Risk Management expectations (100% compliant) as well as GDPR requirements.

Process Management Annual Reward Cycle

• Mapping of market specific corrections

• Data quality - reports: focal point between Data Governance and Reward for corrections

• Engagement with First Point teams & Trainings for First Point teams (reward DQ): focus on JML to implement control points where they can detect data errors

• Mass uploads: provides support to Reward, reviews mass upload data, engagement with Tech CoE

• Creates and drives new template where Reward Managers can submit corrections

• Assigns relevant WD accesses and receives training on using the same

• Design of new correction process: ARC related data corrections in WD, statement corrections (replacing INT files) Preparation for unknown ARC corrections:

• Tracker is built to gain all corrections needed after ARC closure and used and rigorously maintained to track all corrections globally. The tracker provides base for all analysis.

• New 'correction request' template is implemented and communicated Preparation for known corrections (market variations):

• All known corrections are prepared, templates to be used (if offline), step-by-step process / timelines / R&R is signed off by applicable markets and GRO Leadership Page 2 ARC manual adjustments - globally:

• Responsible to own the known and unknown manual correction process (based on the previously signed off new process)

• Maintains tracker and Service now queues • reports on correction statuses to both GRO and Reward

• Correct & Load Reward Statements • Known correction

• Including MIP corrections Customer Engagement Partners with and delivers appropriate interventions for first point, HR Business Partners, Reward Managers, Executive Reward for the successful completion of the Annual Reward Cycle.

Skills, qualifications and experience required

• A good understanding of guideline HR processes & data.

• Strong analytical/numerical and problem-solving skills.

• Methodical, logical, organised and flexible approach to work.

• High level of attention to detail.

• Advanced MS Excel Skills

• Data and Process mapping skills and experience.

• Experience of extracting and manipulating data from different data sources and reconciling that data.

• Excellent communication, influencing & customer leadership skills.

• Ability to meet deadlines, work under pressure, prioritise own workload and take ownership of problems.

• Significant work-related experience in gathering, tracking, manipulating and analysing data.

• Experience in use of following systems a bonus: Workday People Management

• Monitor process adherence and ensure compliance with interpersonal policies, controls, and service-level agreements (SLAs).

• Analyze recognition data and trends to identify process improvement opportunities and enhance the employee experience.

• Maintain accurate records, case documentation, and audit trails for all inquiries and resolutions.

• Assist in creating and maintaining process documentation, standard operating procedures (SOPs), and knowledge articles.

Work in close partnership with the Global Reward Operations Manager to further standardise processes and policies

Barriers to Success in Role

• Inability to work under tight schedule and pressure

• Inflexibility on role and responsibilities

• Ineffective planning and prioritization of activities (considering the breadth of the scope and the relatively limited resources we have)

• Lack of attention to detail

• Ineffective customer engagement and management of relationships

• Inability to transform analyses into benefit insights related to our business priorities

Flexible Working Options based on ops need, this role is Bangalore based and normal flexible working arrangements and policies will apply.

Working with us
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. We recognise and value performance, offering our people a highly competitive Rewards and Benefits package including:

Our purpose is crafting iconic drinks chosen for life's moments. And it's our people, with their different experiences, perspectives and talents, who make that possible.

We value diversity in its broadest sense and want everyone to feel they can belong, give and strive for their personal best. You'll work alongside people with different backgrounds, experiences and perspectives - challenging, supporting and learning from one another as one outstanding team.

Together, we're constantly learning and improving, combining the strength of our people, capabilities and iconic brands to improve, grow and win. Wherever you join us, you'll have the opportunity to give, make an impact and play your part in making life's moments mean a little more.

Ready to bring your best? This could be your opportunity.

If you require a reasonable adjustment, please ensure that you gain this information when you submit your application.

About Diageo

With over 200 brands, from Johnnie Walker to Casamigos to Bulleit, sold in more than 180 countries, we’re the world’s leading premium drinks company.

Size: 10,000+ employees
Industry: Food & Beverage

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