The Customer Master Data (MDM) Supervisor is responsible for leading the Customer Master Data team and ensuring the accuracy, completeness, timeliness, and governance of customer master data across ERP and business systems. The role oversees day-to-day operations, drives compliance with internal controls and data governance standards, supports process improvement initiatives, and serves as the primary escalation point for customer master data issues. The Supervisor collaborates closely with Finance, Operations,IT, and Global MDM stakeholders to maintain high-quality master data that supports business operations and financial processes.
Operational Management
- Lead and supervise Customer MDM operations to ensure service delivery meets agreed SLAs and KPIs.
- Review, approve, and monitor customer master data creation, modification, extension, blocking, and deactivation requests.
- Manage workload distribution, resource allocation, and prioritization of activities.
- Act as the first point of escalation for operational and process-related issues.
- Ensure timely completion of daily, weekly, and month-end activities.
- Monitor productivity and quality performance of team members.
Data Quality & Governance
- Ensure customer master records are accurate, complete, standardized, and compliant with global data governance requirements.
- Manage duplicate prevention activities and master data validation controls.
- Conduct regular data quality reviews and coordinate cleansing activities.
- Support implementation of customer data standards, naming conventions, and governance frameworks.
- Ensure audit trails and supporting documentation are properly maintained.
Controls & Compliance
- Ensure adherence to internal control requirements, segregation of duties, approval workflows, and compliance policies.
- Support internal and external audits related to customer master data.
- Monitor compliance with customer onboarding and maintenance procedures.
- Identify process risks and implement corrective and preventive actions.
Continuous Improvement
- Identify opportunities for automation, simplification, and standardization.
- Lead process improvement initiatives to enhance efficiency and data quality.
- Develop and maintain work instructions, SOPs, training materials, and process documentation.
- Participate in system implementations, migrations, and transformation projects related to master data management.
Stakeholder Management
- Build strong relationships with local finance teams, OTC teams, sales organizations, and business stakeholders.
- Provide guidance and support regarding customer master data policies and procedures.
- Coordinate with Global MDM and Data Governance teams on process enhancements and issue resolution.
- Prepare management reports and communicate performance, risks, and key issues to leadership.
People Leadership
- Lead, coach, and develop Customer MDM Specialists and Senior Specialists.
- Conduct performance reviews, coaching sessions, and development planning.
- Support recruitment, onboarding, succession planning, and employee engagement activities.
- Foster a culture of accountability, service excellence, and continuous improvement.
Qualifications
Education
- Bachelor's Degree in Finance, Accounting, Business Administration, Information Management, or related field.
Experience
- 7+ years of experience in Master Data Management, Customer Master Data, OTC, Shared Services, or Finance Operations.
- Minimum 4 years of people leadership or supervisory experience.
- Experience working in a global shared services environment preferred.
- Experience with ERP platforms such as Oracle or equivalent.