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 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. 

• 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.