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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Business Analysis and Transformation within Customer Operations, focusing on credit, claims, and pricing policies. Proficient in designing contracts, managing business requirements, and facilitating process improvements to enhance operational efficiency.
Highest-signal resume keywords
Business AnalysisTransformation ExperienceSAP Pricing ManagementClaims ManagementContract Design
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Business Requirements DocumentationFunctional SpecificationsProcess FlowsUser StoriesClaims AnalysisAccruals ManagementTrade PromotionsTesting and Defect ManagementContinuous ImprovementPolicy Governance
Soft Skills
Stakeholder CoachingFacilitation SkillsDecision Documentation
Tools & Technologies
SAPControl TowerContract Management ToolsTrade Promotion Management Tools
Industry Keywords
FMCGConsumer ProductsOrder-to-CashCommercial TermsDiageo BPQMS StandardsBeerWineSpirits
About the role
Key responsibilities & impact- Act as Business Analyst and SME for the Customer Operations Transformation programme
- Formulate, document and govern commercial policies covering credit, claims, pricing and trade terms
- Design standard customer agreements, contract templates, clause libraries, deal-approval rules and delegation-of-authority frameworks
- Analyse contracts, commercial terms, accruals, claims and deductions to baseline problems and quantify opportunities
- Identify upstream causes of claims and deductions and design preventative fixes in policy, contracts, pricing, promotions, master data and controls
- Prepare business requirements, functional specifications, process flows, business rules and user stories
- Shape SAP pricing, condition contracts and settlement management, Control Tower claims and deduction functionality, and contract/trade promotion management tooling
- Facilitate design workshops and document decisions
- Define measures, monitor post-go-live performance and recommend continuous improvements
- Define test scenarios, support SIT/UAT, manage defects, deployment, hypercare and business readiness
- Own value-drop fragments, backlog, dependencies and risks
- Hand over standards, templates, process documentation, SOPs, controls and training materials to run teams
- Coach stakeholders and enable adjacent workstreams across Customer Operations
Requirements
What you’ll need- Bachelor’s degree or equivalent professional experience in Finance, Business, Commercial, Law, Operations, IT or a related discipline
- 10+ years spanning transformation, business analysis and consultative experience
- Deep functional understanding of credit, claims and pricing policy, commercial terms, customer contracts and agreements, trade promotions, and claims within a Commercial and Order-to-Cash environment
- Experience in business process transformation across current-state assessment, future-state operating model design, testing, deployment and post-go-live stabilisation
- Evidence of reducing claims, deductions, trade-spend leakage, cycle time or manual effort against a defensible baseline
- Experience translating business requirements into functional specifications and solution design with D&T, system integrators and vendors
- Experience with test planning and defect management, including SIT/UAT
- FMCG or Consumer Products experience is essential
- General understanding of Customer Operations end to end, including OTC, Commercial and Supply
- Working knowledge of Diageo BPQMS standards
- SAP pricing, condition contracts or settlement management, Control Tower, or comparable contract, trade promotion or claims platform exposure is advantageous
- Beer, Wine & Spirits experience is strongly preferred
Benefits
Comp & perks- Flexibility supported to help manage wellbeing and balance priorities
- Highly competitive Rewards and Benefits package
- Diversity, inclusion and belonging initiatives
- Reasonable adjustments available during application
- Learning and development through collaboration and continuous improvement