MDM- Operations Manager

Job Description

Job Title - Data Domain Lead - MM
Preferred Location - Hyderabad, India Full time/Part Time - Full Time

About the role

Key Responsibilities:

Being part of an enthusiastic and dynamic team, your responsibilities include:

• Managing a 20 to 30 FTEs MDM Operations team, consisting of Master Data Analysts/Operators, located in multiple CBS delivery centres
• Responsible for all activities falling under the MDM Operations team scope for the Business Partner domain, i.e., service performance (SLAs), End-to-End Master Data process timelines, controls, continuous improvements, cost-to-serve, service introduction, point of contact for MDM CoE, IT, audit, internal controls and business
• MDM processes performance monitoring, including supporting the KPIs definition and their development
• Supporting the Implementation of proper (preventive/detective) controls for the MDM Operations
• Ability to utilize metrics to identify opportunities for service improvement
• Supporting the operations lead with issues fixing related to MDM Operations, including escalation management and root cause analysis. This includes interacting with the MDM CoE who will act as second line support, as well as with IT and Internal Controls
• Being a member of the MDM Operations leadership, supporting the implementation of the MDM operations improvement roadmap
• Supporting the operations lead with a continued focus on standardization and optimisation to drive down total cost to serve and enhance customer satisfaction through improved quality of processes and optimised service placement
• Overseeing the Creation, review and delivery of end-user documentation (user guide, process flow charts, training materials) and training
• For the Business Partner domain, building working relationships and fostering communication with internal customers within and across organizational and geographic boundaries
• Managing teams of employees including the ability to plan, assign and direct work; develop and appraise employees; ability to address employee needs and resolve problems
• Review performance of GBS MDM Operations staff, provide performance feedback and coaching
• Understanding change management and human resource issues to drive to resolution

Requirements

• Graduation/Post-Graduation in Business Administration, Accounting, Finance, Economics, IT or equivalent work experience
• Minimum 11+ years overall experience with 8+ years’ experience in MDM related function and/or service industry/shared services
• Experience in managing operations teams (e.g., delivery within SLAs, controls) and demonstrated leadership skills
• Working experience supporting MDM operational processes preferred
• Experience in interfacing with business operational customers, IT, Audit teams and Internal Controls in defining, implementing, managing and monitoring MDM service requirements
• Experience to manage shared services, in particular escalations, issues management and root cause analysis
• Experience in ERP and Data Management systems as key user (preferably SAP and SAP MDG)
• Experience in complex IT system environments as key user
• Experience in complex business environments with multiple stakeholders, including multiple service providers
• Understanding of external factors influencing master data management such as competitors, regulatory requirements, best in class practices, etc.
• Change management experience in large company and in a complex and international environment
• Continuous Improvement certification preferred
• Project Management certification preferred
• Leverages business understanding and its requirements to run MDM operations
• Keeps deadlines and produces high quality output
• Fosters a constructive dialogue with support functions and key stakeholders
• Customer service mind-set with excellent customer service skills
• Strong communicator
• Recognise as a reliable partner for issue management/escalation

International mind-set – sensible to cultural differences