Analyst- OTC at Guinness Nigeria Plc

  • Full Time
  • Lagos
  • company standard NGN / Month

Website Guinness Nigeria Plc

Guinness Nigeria, a subsidiary of Diageo Plc of the United Kin..

Job Description :

Purpose of Role:

Drive CASH, On Time In Full and TAG results by managing excellent business partnering with Customers as well as with In-Market Supply Chain, Sales, Commercial Finance Teams and 3PL.

Required Capabilities:

  • Willingness and ability to build great relationships with Customers
  • Excellent customer service and customer care mind-set
  • Excellent interpersonal and communication skills, assertiveness
  • Ability to act as a single point of contact of own Customers by taking full ownership of order fulfilment, scheduling and cash collection.
  • Ability to leverage own role as a single point of contact to influence Customers and drive Diageo cash results as well as Customer satisfaction.
  • Willingness to gather excellent knowledge of Customers
  • Ability to effectively prioritise own tasks building on knowledge of Customer’ business
  • Ability to deliver on promises
    Proactive, solution-focused mind-set and positive “can do” attitude
  • Ownership, entrepreneurial attitude – drives issue resolution, escalates where necessary
  • Self-confidence and ability to work independently without strong line manager support
  • Looking for and responding to feedback
    Active team player


  •  Schedule and lead regular communications with Customers and Sales to drive customer satisfaction, cash collection, flag and eliminate reoccurring issues (service, cash, dispute, data or technical related)
  • Proactive out of stock management, involve Customer to the decision by offering alternatives
  • Proactive cash collection
  • Manage credit risk (monitor payment behaviour of customers and propose credit limit changes, make suggestions on order release)
  • Manage phone orders and Customer initiated order amendments in SAP
  • Manage customer ledger (reasoncode and text up-to-date information on overdue invoices, rejected and unidentified deductions)
  • Give input to cash forecasting
  • Review bad debt situation with In-market Commercial Finance, drive decision on provision and write off
  • Take ownership of incoming queries from Customers
  • Raise and respond to Internal Query Management ticket on time as appropriate
  • Update customer contact details and knowledge book regularly
  • Manage strong relationship with Customers, In-Market Sales, Supply Chain, Commercial Finance, 3PL and STC Process Execution Teams
  • Actively promote the CARM (Sarbanes Oxley) / Control agenda
  • Reporting to support Customer communication and root cause analysis

Key performance indicators

  • Collection Past Due %
  • Collected to Term %
  • Number of disputes and time to resolve
  • Customer Deduction Management (unidentified and rejected deductions)
  • Average Order Touches
  • Touchless orders %
  • Return and refusal %
  • OEA
  • Customer satisfaction

Qualifications and Experience Required:

  • Excellent and proven customer service attitude
  • Excellent interpersonal and communication skills
  • Fluent language skills – as required for the specific market
  • Solid English language skills – company language


  • College or university Degree
  • Financial knowledge
  • STC process knowledge and working experience
  • Good knowledge of internal and external business partners
  • Excellent product knowledge
  • Strong MS Office knowledge

Barriers to Success in Role (Optional):

  • Insufficient customer service skills
  • Insufficient language capabilities
  • Insufficient communication skills (face-to face / phone / written)
  • Inability to work as a part of a team
  • Lack of accuracy, attention to details
  • Difficulties in setting priorities
  • Difficulties with demonstrating ownership

Flexible Working Options:

Cover working hours of served market

Worker Type :Regular

Primary Location:Bangalore Karle Town SEZ

To apply for this job please visit

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