Team Manager – Customer & Logistics

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 and Business Partner Enablement

• Lead the end-to-end customer governance process across multiple business entities and sales channels.

• Coordinate with Sales, Marketing, Commercial, Finance, Credit Management, Taxation, and IT teams to resolve customer issues and approval dependencies.

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

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

• Improve 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.

• 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.