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Manager – Order Enquiries/ Resolution

Diageo Business Services·Bengaluru

Pay not stated10–12 yrsFull-time

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About the role

Global Business Services | Order-to-Cash (O2C) As Manager – Customer Experience (Queries), you are the expert owner of customer query, orders, dispute and claim resolution across your markets, and a driving force behind improving and transforming how that work is done.

What you'll do

Lead the end-to-end transformation of Order-to-Cash and customer service across people, process
Own process and technology solution transformation from design and business case through build, deployment and adoption, ensuring measurable service and efficiency gains
Drive continuous-improvement initiatives that embed a culture of ongoing improvement across query, dispute and claim resolution
Identify and eliminate the root causes of recurring queries, partnering with upstream O2C, master data and commercial teams to fix them at source
Use data and insight to track performance, prioritise improvements and report to senior stakeholders