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 dependencies.

- Ensure customer onboarding controls are standardized across cement, manufacturing, infrastructure, and conglomerate businesses.

- Support customer onboarding for dealers, distributors, project customers, institutional customers, government customers, export customers, and strategic accounts.

- Improve onboarding cycle time by identifying process bottlenecks, automating validations, and strengthening first-time-right data submission by business users.

D. Credit, Finance, and Compliance Integration

- Partner with Credit Control and Finance teams to govern customer credit attributes, reconciliation-relevant fields, payment terms, risk categories, taxation fields, and business partner classifications.

- Support customer block/unblock governance in alignment with credit, legal,



commercial, and compliance requirements.

- Ensure master data quality supports billing accuracy, collections, statutory reporting, credit exposure monitoring, and financial controls.

- Provide first-level functional advisory to business users on Customer Master data dependencies across O2C processes.

E. SAP MDG, S/4HANA, and Transformation Leadership

- Act as Customer Master SME for SAP MDG & SAP SD processes.

- Participate in SAP rollout, acquisition integration, divestiture support, business restructuring, and data migration programs.

- Define business requirements for MDG workflow optimization, role-based approvals, validations, derivations, duplicate checks, and governance controls.

- Work with IT and implementation partners to test, validate, and deploy Customer Master process enhancements.

- Support cutover, mock load validation, user acceptance testing, defect resolution, post-go-live stabilization, and hypercare for Customer Master workstreams.

F. Data Quality, Cleansing, and Harmonization

- Define and execute Customer Master data quality roadmap covering completeness, uniqueness, consistency, validity, accuracy, and compliance dimensions.

- Identify and remediate duplicate, obsolete, incomplete, inconsistent, invalid, and non-compliant customer records.

- Lead periodic cleansing and enrichment programs in partnership with business users and data owners.

- Perform root cause analysis for recurring data-quality issues and implement preventive controls at source.

- Maintain governance dashboards covering duplicate index, incomplete records, quality score, exception ageing, cleansing progress, and policy compliance.

G. Automation, Analytics, and Continuous Improvement

- Identify and deliver automation opportunities using SAP MDG workflow enhancements, RPA, AI-based validations, rule engines, and Excel/Power BI automation.

- Drive Lean, Six Sigma, simplification, and standardization initiatives to improve productivity, SLA compliance, quality, and business-user experience.

- Develop dashboards and analytics for SLA, productivity, accuracy, backlog, business satisfaction, data quality, and operational trends.

- Create management insights and recommendations for governance councils and leadership reviews.

H. Stakeholder Management and Governance Forums

- Engage with Sales Heads, Commercial Heads, Business CFOs, Credit Control leaders,



Taxation teams, IT leadership, auditors, and governance councils.

- Conduct periodic service reviews, governance reviews, escalation discussions, and data quality review meetings with business stakeholders.

- Present performance trends, risks, control gaps, data quality insights, and improvement actions to senior stakeholders.

- Build strong business partnerships while ensuring governance discipline and policy adherence.

I. Team Leadership and Capability Building

- Lead, mentor, and develop a team of Customer Master professionals, senior processors, SMEs, and quality reviewers.

- Plan capacity, allocate workload, manage cross-training, maintain backup coverage, and ensure business continuity after transition from the outgoing team member.

- Define individual KPIs, performance scorecards, role clarity, training plans, and succession pipelines for the team.

- Conduct quality reviews, coaching discussions, knowledge-sharing sessions, and monthly performance reviews.

- Build a high-performance culture focused on accuracy, accountability, stakeholder service, compliance, and continuous improvement.

J. Knowledge Management and Transition Ownership

- Prepare and maintain standard operating procedures, work instructions, process maps, control checklists, exception logs, training materials, and knowledge repositories.

- Ensure no single-person dependency remains for critical Customer Master processes, reports, governance meetings, or project deliverables.

- Institutionalize learnings and establish maker-checker controls for high-risk or business-critical Customer Master activities.

Qualifications

- Graduate in Engineering, Commerce, Business Administration, Information Systems, or a related discipline.

- MBA or postgraduate qualification preferred.

- SAP SD / SAP MDG / SAP S/4HANA certification preferred.

- Data Governance, Data Quality, Lean Six Sigma, or Project Management certification will be an added advantage.

- 12-15 years of experience in Customer Master, SAP SD, Master Data Management, Data Governance, Shared Services, or GCC operations.

- Minimum 5 years of team-handling, service-delivery, governance, or process-leadership experience.

- Prior exposure to cement, building materials, manufacturing, infrastructure, metals, mining, power, ports, logistics, or large diversified conglomerate workplace.

- Hands-on experience in SAP MDG, SAP ECC/S4HANA customer master/business partner processes, workflow governance, and data-quality controls.

- Experience supporting SAP rollouts, migrations, acquisitions, business integrations, or transformation programs.

- Ability to manage both operational execution and senior stakeholder-facing governance responsibilities.

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