Specialist -OTC at Diageo October, 2022

Diageo Enterprise Operations – Nairobi is part of the Diageo Business Service Organization that is a global multi-functional business that provides shared service offering across DIAGEO globally. It provides services in the scope of Order to Cash, Source to Pay, Record to Report, Financial Controllership and Data Management.

The Credit Control Stream is part of the Order To Cash (OTC) process of the DBS that entails all credit control and collection activities for DBS served markets.

Significant cross-market functional responsibilities with the aim to deliver a seamless end-to-end OTC service. It ensures proper operation of processes from incoming fund allocation to customer ledger maintenance, order release, outstanding follow-up and overdue management, including credit limit control and reporting.

Service Delivery entails issue resolution and close business partnering with the credit risk, customer service and commercial market teams.

The role is responsible for a credit control across a number of DBS served markets within the Africa market.

The role is a critical NSV influencer driving market daily NSV

It is also key in managing business risk related to stock, debtors and creditors that drive Working Capital


Cash Cycle deals with some 25.000 customers resulting in some 400.000 orders and collection of around 9 billion GBP an annual base.

Cash Cycle is also interacting with some 55.000 vendors treating some 550.000 invoices per year.

Africa Region comprises various markets.  Current markets supported within Enterprise Operations include: Nigeria, Ghana, Cameroon, Reunion, Tanzania, Uganda, Ethiopia, Seychelles and Kenya incl. EAML.

Each market has specific nuances including: Market-specific Ways of Working, government regulations, different currencies, infrastructure challenges, local language requirements.

  • Sees the bigger picture and understands the detail
  • Works logically and pro-actively towards solutions
  • Ability to effectively priorities team work and issues
  • Balanced in decision making
  • Understands the need to be part of a high performance team and supports the actions of others to deliver this
  • Good knowledge of internal and external business partners
  • Takes ownership for delivering on promise
  • Drives process improvement and speaks up when operational standards are slipping

The Senior Credit controller position is accountable for supporting the Team Lead with process improvement, projects, skills development for the team, reporting & analysis for improved service delivery.

This role supports the STC Manager Africa by using financial knowledge and understanding of the business to contribute to the decision making process in delivering a seamless end to end OTC service to the markets.

  • Works logically and pro-actively toward solutions
  • Constructively challenges ways of working
  • Responds positively to direction and shows energy in delivering what is expected within own area of work
  • Effectively prioritises customer issues and builds on customer knowledge when making decisions
  • Good knowledge of internal and external business partners
  • Takes ownership for delivering on promises, speaks up when operational standards are slipping
  • Not afraid to hold others to account
  • Receptive to feedback and is willing to learn from mistakes
  • Understands the need to create high performance teams
  • Continuously looks for process improvements to drive customer satisfaction and raise service efficiency
  • Train, coach, motivate and develop skills of others within the team including new joiners
  • Support TL and STC Africa Manager in the broader STC Strategy
  • DSO
  • 91+ aged debt/7+ aged debt
  • Cash collection (meeting target – overdue debt 2%)
  • Texting and reason coding
  • Customer service
  • Releasing credit blocked orders
  • Bad debt provision
  • University or College degree and 3 years relevant experience
  • Communicates in English fluently (spoken & written)
  • Has significant financial knowledge and willingness to improve day-to-day
  • Has strong interpersonal and communication skills
  • Ability to analyse measures and to understand business impact
  • Makes suggestions on improvement actions to achieve business goals and improve business performance
  • Solution-oriented
  • Seen as a strong team player and able to work individually
  • Solid PC literacy, strong Excel, SAP and Outlook skills required
  • Is self-confident, accurate and pays attention to detail
  • Capability on Macro development
  • Excellent Stake holder Management
  • Control Mind-set
  • Driving standardization across all Africa markets
  • Create possibilities to optimise , simplify and automate end to end Credit and collection process and cross functional processes impacting Credit and collections
  • Deliver the Credit control process control agenda
  • 5-8 yrs experience in finance , reporting activities
  • Finance/Accounting graduate or MBA
  • Strong Credit collection process understanding and experience process management both at Operational and leadership level
  • Inspirational and Motivational Leadership Style
  • Strong business partnering skills with desire to make a difference beyond the own team, function and Enterprise operations
  • Knowledge of how to apply appropriate models, frameworks and best practise.
  • Ability to drive performance through others, supporting colleagues in pursuit of the team goal and ensuring focus on deliverables


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