Manager -Acquisition and Resolution

📌 Core Information

- Job Title: Manager - Acquisition and Resolution
- Company: Vodafone Idea Limited
- Location: Ahmedabad, Gujarat, India
- Job Type: On-site
- Category: Telecommunications
- Date Posted: April 22, 2025
- Experience Level: 2-5 years
- Remote Status: On-site

🚀 Job Overview

Key aspects of this role include:

- Managing the closure of customer issues referred from partner teams.
- Executing circle-specific issues and regulatory compliance.
- Coordinating with various verticals and functions to ensure timely issue resolution.
- Identifying large customer impact issues and conducting root cause analysis.
- Supporting IVR local activities and customer communication.

ASSUMPTION: This role requires strong coordination, analytical, and influencing skills to manage multiple stakeholders and ensure timely issue resolution.

📋 Key Responsibilities

- 🔑 Issue Management: Coordinate and manage the closure of customer issues referred from partner teams. Ensure timely resolution in coordination with other verticals and functions.
- 🔑 Issue Resolution: Identify large customer impact issues, conduct root cause analysis, and escalate to the CoE for centrally managed issues and multi-circle issues.
- 🔑 Regulatory Compliance: Manage circle-specific regulatory compliances pertaining to customer care and back office operations.
- 🔑 Customer Communication: Support IVR local activities and customer communication from time to time.
- 🔑 Reporting: Maintain necessary reports and compliance on all regulatory issues relevant to customer care and back office operations.

ASSUMPTION: The role involves a high degree of coordination and issue resolution, requiring strong analytical and influencing skills.

🎯 Required Qualifications

- Education: Graduate with 4-5 years of experience in various roles of customer operations and resolution.
- Experience: 2-3 years of work experience with at least 1 year in the telecom domain.
- Required Skills:
- Knowledge and subject matter expertise around VIL processes and systems.
- Excellent analytical skills to identify process/product gaps and provide resolution.
- Good coordination and influencing skills.
- Preferred Skills:
- Familiarity with regulatory compliance processes.
- Experience in managing teams.

ASSUMPTION: Candidates with relevant experience in customer operations and resolution, strong analytical skills, and excellent coordination skills are ideal for this role.

💰 Compensation & Benefits

- Salary Range: INR 12-15 lakhs per annum (based on industry standards for 2-5 years of experience in the telecom domain in Ahmedabad).
- Benefits:
- Medical, dental, and vision insurance.
- Retirement benefits (EPS, NPS).
- Employee stock options.
- Performance-based bonuses.
- Working Hours: Full-time (40 hours/week) with flexible work arrangements.

ASSUMPTION: The salary range is estimated based on industry standards for the role, experience level, and location. Actual compensation may vary based on the candidate's qualifications and the company's internal policies.

📌 Applicant Insights

🔍 Company Context

- Industry: Telecommunications, with a focus on mobile and fixed telecommunications and technology.
- Company Size: 10,001+ employees.
- Founded: Vodafone Idea Limited was founded in 2018 through the merger of Vodafone India and Idea Cellular.
- Company Description: Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership, providing pan India Voice and Data services across 2G, 3G, and 4G platforms. It is committed to delivering delightful customer experiences and contributing to creating a truly 'Digital India' by enabling millions of citizens to connect and build a better tomorrow.
- Company Specialties: Mobile & Fixed Telecommunications and Technology.

📊 Role Analysis

- Career Level: Mid-level management role with potential for growth in the customer operations and resolution domain.
- Reporting Structure: Reports directly to the Head of Customer Service - Acquisition & Resolution.
- Work Arrangement: On-site, full-time (40 hours/week) with flexible work arrangements.
- Growth Opportunities: Potential career growth in customer operations, resolution management, or related fields within the telecommunications industry.

ASSUMPTION: This role offers opportunities for career growth within the customer operations and resolution domain, as well as potential exposure to other areas of the telecommunications industry.

🌍 Location & Work Environment

- Office Type: On-site, with a hybrid work arrangement available.
- Office Location: Ahmedabad, Gujarat, India.
- Geographic Context: Ahmedabad is the largest city in Gujarat, with a population of over 6 million. It is a major industrial and commercial hub, with a thriving telecommunications sector.
- Work Schedule: Full-time (40 hours/week) with flexible work arrangements, including remote work options.

ASSUMPTION: The role may require occasional travel to other locations within Gujarat or India, depending on business needs.

💼 Interview & Application Insights

- Typical Process:
1. Online application submission.
2. Phone/Video screening.
3. Technical assessment (if applicable).
4. On-site or virtual interview with the hiring manager and relevant team members.
5. Final round interview with senior leadership.
- Key Assessment Areas:
1. Analytical skills and problem-solving abilities.
2. Coordination and influencing skills.
3. Domain knowledge in customer operations and resolution.
4. Cultural fit with the company's values and work environment.
- Application Tips:
1. Tailor your resume to highlight relevant experience and skills for this role.
2. Prepare for behavioral and situational interview questions focused on problem-solving, coordination, and issue resolution.
3. Research the company and its competitors to demonstrate industry awareness.

ASSUMPTION: The interview process may vary based on the candidate's qualifications and the company's specific needs.

🛠️ Tools & Technologies

- Customer Relationship Management (CRM) software (e.g., Salesforce, Zendesk).
- Issue tracking and resolution tools (e.g., JIRA, ServiceNow).
- Microsoft Office Suite (Word, Excel, PowerPoint).
- Collaboration tools (e.g., Microsoft Teams, Slack).

ASSUMPTION: The specific tools and technologies used may vary based on the company's internal systems and processes.

👔 Cultural Fit Considerations

- Company Values: Passion, Boldness, Trust, Speed, Digital.
- Work Style: Collaborative, fast-paced, data-driven, and customer-centric.
- Self-Assessment Questions:
1. How do you handle high-pressure situations and ensure timely issue resolution?
2. Can you provide an example of a time when you identified a process gap and implemented a successful resolution?
3. How do you prioritize and manage multiple stakeholders with competing priorities?

ASSUMPTION: Candidates who align with the company's values and work style, and can provide concrete examples of their problem-solving skills and stakeholder management, will be strong fits for this role.

⚠️ Potential Challenges

- Managing a high volume of customer issues and ensuring timely resolution.
- Coordinating with multiple stakeholders, including partner teams, internal departments, and external vendors.
- Keeping up-to-date with regulatory compliance requirements and industry trends.
- Maintaining work-life balance in a fast-paced, on-site work environment.

ASSUMPTION: Candidates should be prepared to manage a high workload, coordinate effectively with multiple stakeholders, and maintain a strong focus on regulatory compliance and issue resolution.

📈 Similar Roles Comparison

- Manager - Customer Operations: Focuses on day-to-day operations, process improvement, and team management. Requires strong process management and team leadership skills.
- Senior Resolution Specialist: Specializes in issue resolution, requiring deep technical knowledge and strong problem-solving skills. Typically has less responsibility for stakeholder coordination and regulatory compliance.
- Customer Experience Manager: Focuses on enhancing customer interactions and satisfaction, requiring strong customer-centric mindset and data analysis skills. May have less involvement in issue resolution and regulatory compliance.

ASSUMPTION: This role combines elements of customer operations, issue resolution, and regulatory compliance, requiring a unique blend of skills and experience.

📝 Sample Projects

- Developing and implementing a new issue tracking system to improve resolution efficiency.
- Conducting a root cause analysis on a recurring customer issue and implementing a permanent solution.
- Coordinating with external vendors to resolve network-related customer issues and improve service quality.

ASSUMPTION: Sample projects should demonstrate the candidate's ability to analyze complex issues, develop effective solutions, and coordinate with multiple stakeholders to achieve successful outcomes.

❓ Key Questions to Ask During Interview

- What are the most significant challenges facing the customer service team currently, and how can this role contribute to addressing them?
- How does the company support the professional development and growth of its employees?
- What are the key priorities for this role in the first 90 days?
- How does the company measure the success of the customer service team, and how can this role contribute to improving those metrics?
- What are the most important qualities the company looks for in a candidate for this role?

ASSUMPTION: Asking insightful questions demonstrates the candidate's interest in the role and the company, and provides valuable information to help them make an informed decision.

📝 Next Steps for Applicants

- To apply for this position:
1. Submit your application through this link: [Application URL]
2. Tailor your resume to highlight relevant experience and skills for this role.
3. Prepare a cover letter explaining your interest in the role and the company.
4. Prepare for a phone or video screening, focusing on your analytical, coordination, and problem-solving skills.
5. Follow up with the hiring manager one week after submitting your application to express your continued interest in the role.
- ⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.

📌 Disclaimer

This job description was generated using AI and may contain inaccuracies or omissions. Always verify the information with the employer before making any decisions.