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Hungary: Solutions Centre Junior Manager

diageo3

The purpose of the role is to lead a cross functional team that encompasses OTC, PTP and Master Data processes in the Cash Cycle Solution centre. On top of the global process focus, the team is fully focused on specific markets and responsible for general issue resolution, problem solving and query management of a given market. The primary aim for the team is to either deliver “first time” issue resolution directly to requestor or liaise with different Cash Cycle resolver groups, the team must act as a first point of contact towards any market user. The Junior Manager needs to coordinate this work, and in addition must take responsibility for ownership of issues and proper follow up of resolution.

Analyze team performance by tracking quality and quantity driven SLA as discussed with Cash Cycle Market Champion. -Analyze query management system and provide proactive support for market FD and Cash Cycle training teams by identifying market and user specific problem areas. -Make sure everyone in the team has solutions mindset and full ownership of the issue raised -Ensure all team members are trained for customer service and they have the necessary process knowledge in all Cash Cycle areas to deliver service -Aim for “first time” issue resolution where possible, assign all other issues to resolver and make sure team fully owns response and follows up requests -Ensure team acts as single point of contact towards markets -Support the successful implementation of the CCD organisational design, ways of working and related processes. Interact with peer team leaders in and outside of CCD -Ensure effective people retention and knowledge retention is in place for the team to ensure continuity of service, all processes mapped and documented, changes followed up and recorded in a coordinated manner. People are trained and in place to deliver service. -Make sure all related controls are adhered to, team costs are managed according to budget -Capture and take forward process improvement ideas and Hate Waste initiatives in CCD.

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Monday, October 23, 6:08 am

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