Guinness Ghana Customer Service Jobs in Accra
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The Customer Collaboration Manager at Guinness Ghana is to support the E2EC Africa Lead and the local Finance & Sales Directors in the continuous improvement of the end to end OTC process in order to drive further value for the business. This role also escalates and find solutions to risk exposures. This will be achieved by developing a world class OTC process, with robust controls, the minimum manual intervention and transactions processed right first time
Top Accountabilities
Commercial Strategic Projects - Work closely with commercial on trade route to market strategies and implementation. Process Improvements
- Monitoring of mandatory OTC’s KPI’s and trends to maximise the market performance & course correct where necessary to ensure best possible performance.
- Identification & implementation of OTC process enhancements & improvements in support of the business’s continuous improvement agenda towards world class process execution.
- Takes ownership for delivering on promises, speaks up when operational standards are slipping
- Monitor the Sales Ledger balance and aged debt profile and pro-actively manage timely cash receipts and the DSO target achievement, working through the Credit team in SSC and markets to achieve this. Supports with cash steering committee prep and attendance where relevant.
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Compliance and Risk Management
- Review of sales invoiced to physical goods dispatched, Shipments vs Depletions to define what credible SIT levels for full and empties should be in other to minimise credit exposure but maximise growth potential.
- Provision of OTC financial information on adhoc basis to senior management and ensuring a CARM compliant Order Management control environment for GGB plc
- Providing guidance regarding OTC processes & execution queries to senior management and internal/external auditors.
- Management of reclamation of goods in the event of account closure, own the interaction with customers for settlements as required
Customer interactions:
- End to End oversight of customer issue resolution and escalation point for order and returns management etc to ensure customer satisfaction and excellent service level
- Ad hoc customer visits to offer training support for process and compliance policy adherence
- Monthly customer performance deep dive and engagement on sales, payment & default patterns and empties management patterns with the priority being any distressed, high risk customers and high growth potential customers.
Investing Talent
- Provision of coaching & support to build a high performing OTC in market specialists through capability development, mentoring, establishing the staircase of talent & effective succession planning
Qualifications and Experience Required
- Demonstrated experience in FMCG environment
- Strong customer handling skills and service-oriented
- Proven ability to develop & lead teams
- Demonstrated stakeholder management
- Demonstrated ability to stand up for business principals
- Minimum of 3+ years in PQE commercial environment, supporting the delivery of business improvement
- 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
Barriers to Success in Role
- Inability to connect & build positive relationships
- Lack of understanding of the commercial & demand agenda within Guinness Ghana Breweries Ltd.
- Lack of demonstrated leadership qualities
- Lack of demonstrated skills regarding stakeholder engagement & management
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