Key Accountabilities
Master Data Management & Governance

• Own and oversee the creation, maintenance, and governance of Customer Development master data.
• Ensure master data accuracy, completeness, consistency, and compliance with company standards.
• Develop and maintain master data policies, procedures, and controls.
• Work closely with the U2K2 Master Data Management Team to ensure seamless integration and quality of master data across systems.
• Systems Support & Operations
• Lead the management of the Service Desk and Lever Edge Support Team.
• Ensure timely resolution of system incidents, user queries, and technical issues.
• Monitor system performance and implement corrective actions to minimize downtime.
• Serve as the primary escalation point for Customer Development systems-related issues.

IT Projects & Continuous Improvement

• Manage the deployment of new IT solutions, enhancements, and change requests.
• Coordinate system testing, user acceptance testing (UAT), deployment, and post-implementation support.
• Drive continuous improvement initiatives to enhance system effectiveness and user experience.
• Support digital transformation projects within Customer Development.

Reporting & Analytics

• Develop, maintain, and automate business reporting templates and dashboards.
• Generate and distribute key LeverEdge reports, including:
• Perfect Store Reports
• EFOS Reports
• FCS Reports
• COTC Reports by FSR
• Outlet Detail Reports
• Provide insights and analysis to support business decision-making and performance improvement.

Stakeholder Management

• Act as the key liaison between Field Sales Teams and Head Office.
• Represent Customer Development in regional LeverEdge and systems governance meetings.
• Collaborate with internal and external stakeholders to improve business processes and technology solutions.
• Process Governance & Compliance
• Serve as the custodian of LeverEdge Standard Operating Procedures (SOPs) and business processes.
• Ensure adherence to IT governance, data management, and system control requirements.
• Act as the primary contact for LeverEdge and Customer Development systems audits.
• Implement corrective actions arising from audit findings.

Team Leadership

• Lead and manage the CD IT team, ensuring effective resource allocation and performance management.
• Build team capabilities through coaching, training, and development.
• Establish clear objectives and performance expectations for team members.
• Field Sales Payments Administration
• Oversee the accurate calculation and processing of field sales allowances and incentive payments, including:
• Lunch Allowance
• Car Running Allowance
• Sales Force Incentive (SFI)
• Distributor Sales Incentive (DSI)
• Ensure timely payment processing and compliance with established policies.

Key Performance Indicators (KPIs)

• Master data accuracy and completeness.
• Service Desk SLA compliance.
• Systems uptime and availability.
• Timeliness and accuracy of business reports.
• Successful delivery of IT projects and enhancements.
• Audit compliance and closure of action items.
• User satisfaction with CD systems and support services.
• Accuracy and timeliness of field sales incentive and allowance payments.

Qualifications & Experience

• Bachelor’s degree in information technology, Computer Science, Information Systems, Business Information Technology, or a related field.
• 5+ years’ experience in IT systems management, sales systems support, or master data management.
• Experience managing business applications and reporting platforms.
• Experience leading teams and managing stakeholders across functions.
• Experience with field sales automation systems (LeverEdge experience preferred).