Responsibilities

A. Customer Master Governance and Policy Control
- Define, implement, and sustain enterprise-wide Customer Master data standards, policies, naming conventions, field-level controls, approval matrices, SOPs, and governance procedures.
- Ensure standardization of customer creation, extension, modification, blocking, unblocking, and archival processes across legal entities and business units.
- Govern Customer Master records for B2B customers, dealers, distributors, channel partners, institutional customers, government customers, export customers, intercompany customers, and group companies.
- Ensure compliance with internal controls, audit requirements, GST/TDS/PAN/CIN/MSME validations, taxation rules, and applicable business policies.
- Drive governance adherence through periodic reviews, compliance checks, issue logs, exception management, and preventive controls.

B. Customer Master Operations and SLA Delivery
- Lead daily Customer Master Data operations and ensure timely processing of creation, change, extension, block, unblock,



and mass maintenance requests in SAP MDG/SAP ERP.
- Monitor volumes, ageing, backlog, workload distribution, escalations, and turnaround time across business units.
- Ensure strict adherence to SLA, First Time Right, accuracy, productivity, and quality targets.
- Review complex or high-impact Customer Master requests and provide guidance to the processing team on fit, form, mandatory checks, and compliance requirements.
- Publish daily/weekly/monthly operational performance reports covering ticket volumes, CRUD activity, ageing, backlog, SLA adherence, accuracy, and business-wise request distribution.

C. Customer Onboarding and Business Partner Enablement
- Lead the end-to-end customer onboarding governance process across multiple business entities and sales channels.
- Coordinate with Sales, Marketing, Commercial, Finance, Credit Management, Taxation, and IT teams to resolve customer onboarding issues and approval depen

📌 Team Manager – Customer (Ahmedabad)
🏢 Adani
📍 Ahmedabad