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.
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.
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.
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.
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 environment.
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.
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