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 ap

📌 Team Manager – Customer (Sarkhej)
🏢 Adani Group
📍 Sarkhej