PRO Unlimited is a leading, global professional services and technology company. We have been a leader in contingent workforce management since 1991 and work with leading Fortune 500 companies and other large organizations across numerous verticals including consumer electronics, research and development, pharmaceuticals, health services, and many more. To do our best work we need different viewpoints. Therefore, we celebrate diversity and embrace inclusion. As an equal opportunity employer, we are dedicated to building a team that represents a variety of backgrounds, perspectives, and skills. We strive to ensure that we maintain a positive and enriching work environment for all
Purpose of Role:
To ensure accurate and timely resolutions provided on cases received, via phone, email or chat from vendors/internal Diageo employees and ensuring end to end SSH goals/KPI’s are met.
· To be the first point of contact for any queries or service requests in Source to Pay.
TOP Accountabilities:
1. Ensure timely and accurate resolution are provided to requestors that log cases with SSH.
2. Assist and help vendors/Diageo employees resolve queries.
3. Ensure Quality and accuracy of all responses are of the highest order.
4. Follow up on cases that are pending and require resolution.
5. Coordinate among various teams to ensure resolution is provided in a timely manner.
6. Take complete ownership of cases and ensure KPI’s are met.
7. Ensure all other critical queries are monitored and responded to without delay.
8. Ensure all the relevant SSH controls are operated and adhered to in their area of work.
9. Maintaining and enriching the knowledge base, creating an active repository of case management resolutions
Qualifications and Experience Required:
Qualifications
· University graduate, BCom, BBA, BBM
Experience
· 4 to 7 years’ experience in a Service desk role in accounting/STP/PTP department of a large, reputable commercial organisation
· Fluent in Spoken and written English
· Query and issues resolution/management
· Queue Management
· Escalation Management
· Customer care and team player
· Conversant with Purchase to Pay SAP application
Essential Skills:
· Excellent Communication skills – Business Communication and Email Etiquette’s (Reading and Written)
· Customer Centric Behaviour/Customer Focused & Driven
· Strong Service Desk Experience
· Good understanding of AP process
· Understand Invoice processing and Vendor reconciliation process.
· Understanding of accounting
· Team Player and Ability to think differently.
· Email queue management
Barriers to Success in Role (Optional):
Inability to:
· Adapt readily to change, multitask and work in a team
· Communicate, create amazing relationship and network with all the relevant In market companies stakeholders
· Lack of service desk/customer service experience
· Lack of PTP process knowledge
Temporary work opportunities align well with people who are looking for career flexibility and less traditional ways of working, but at the same time are people driven to deliver amazing work in high-profile situations. DirectSource PRO is a service offered by PRO Unlimited that provides top talent directly to industry leading clients who have flexible temporary assignments that work on a variety of projects and unlock opportunities for exciting work. As a temporary contractor, you’ll be employed by our Managed Service Provider, PRO Unlimited, who manages most of our temporary contract hiring. You will not be employed by Diageo
This temporary assignment will be working with Diageo. Diageo India is the country’s leading beverage alcohol company and a subsidiary of global leader Diageo plc. The company manufactures, sells, and distributes an outstanding portfolio of premium brands such as Johnnie Walker, Black Dog, Black & White, VAT 69, Antiquity, Signature, Royal Challenge, McDowell’s No.1, Smirnoff, and Captain Morgan. Visit Diageo’s global responsible drinking resource, Drink IQ, for information, initiatives, and ways to share best practices. Celebrating life, every day, everywhere
