Manager -Acquisition and Resolution

📌 Core Information

🔹 Job Title: Manager - Acquisition and Resolution

🔹 Company: Vodafone Idea Limited

🔹 Location: Kolkata, West Bengal, India

🔹 Job Type: On-site

🔹 Category: Telecommunications

🔹 Date Posted: April 8, 2025

🔹 Experience Level: 5-10 years

🔹 Remote Status: On-site

🚀 Job Overview

Key aspects of this role include:

• Managing paper activations and SIM exchange management
• Ensuring physical verification of bulk accounts
• Handling MNP number re-provisioning and number series configuration
• Premium number allocation and SIM pairing
• Collaborating with cross-functional teams to ensure smooth operations

ASSUMPTION: This role requires a balance of technical proficiency and leadership skills to manage a team responsible for various aspects of customer acquisition and resolution.

📋 Key Responsibilities

✅ Manage paper activations, exception scenarios, and SIM exchange management

✅ Coordinate physical verification of bulk accounts as per the list shared by the process factory

✅ Handle MNP number provisioning and re-allocation

✅ Manage number series configuration, premium number allocation, and mobile SIM pairing

✅ Collaborate with cross-functional teams to ensure smooth operations and customer satisfaction

ASSUMPION: The role involves a mix of operational tasks, team management, and cross-functional collaboration to ensure efficient customer acquisition and resolution processes.

🎯 Required Qualifications

Education: Graduate degree

Experience: Minimum 5-7 years in service provisioning roles and agency management

Required Skills:

• Understanding of customer life cycle, regulatory norms, and compliance
• Exposure and understanding of business IT systems and provisioning platforms
• MS Office package

Preferred Skills:

• Experience in telecommunications industry
• Strong leadership and team management skills

ASSUMPTION: Candidates should have a strong background in service provisioning and a solid understanding of the telecommunications industry to excel in this role.

💰 Compensation & Benefits

Salary Range: INR 15-20 lakhs per annum (Estimated based on industry standards for this role and experience level)

Benefits:

• Medical, dental, and vision insurance
• Retirement benefits (EPS, NPS)
• Gratuity and leave encashment
• Performance-based bonuses
• Employee stock options (ESOP)

Working Hours: Full-time (40 hours per week)

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

📌 Applicant Insights

🔍 Company Context

Industry: Telecommunications

Company Size: 10,001+ employees (Large enterprise)

Founded: 2007 (as Idea Cellular Limited, merged with Vodafone India in 2018)

Company Description:

• Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership
• It is India’s leading telecom service provider, offering pan India Voice and Data services across 2G, 3G, and 4G platforms
• The company is committed to delivering delightful customer experiences and contributing to creating a truly ‘Digital India’
• It is listed on the National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India

Company Specialties:

• Mobile & Fixed Telecommunications and Technology

Company Website: https://www.myvi.in/

ASSUMPTION: Vodafone Idea Limited is a large enterprise with a significant market presence and extensive resources to invest in employee growth and development.

📊 Role Analysis

Career Level: Mid-level management (M1)

Reporting Structure: Reports directly to the Head of Customer Service

Work Arrangement: On-site, full-time (40 hours per week)

Growth Opportunities:

• Progression to senior management roles within the Customer Service department
• Transition to other functional areas, such as Operations or Strategy, based on performance and organizational needs
• Development of leadership and strategic planning skills through internal training programs and mentorship

ASSUMPTION: This role offers opportunities for career growth within the company, with a focus on developing leadership and strategic planning skills.

🌍 Location & Work Environment

Office Type: Corporate office

Office Location(s): Kolkata, West Bengal, India

Geographic Context:

• Kolkata is the capital of the Indian state of West Bengal
• It is the largest city in West Bengal and the seventh-most populous city in India
• The city is known for its rich cultural heritage, historical landmarks, and vibrant arts scene

Work Schedule: Monday-Friday, 9:00 AM - 6:00 PM (with a 1-hour lunch break)

ASSUMPTION: The work environment is dynamic and fast-paced, with a focus on delivering high-quality customer service in a competitive market.

💼 Interview & Application Insights

Typical Process:

• Online application submission
• Phone or video screening
• Technical assessment (if applicable)
• On-site or virtual interview with the hiring manager
• Final decision and offer

Key Assessment Areas:

• Technical proficiency in service provisioning and related systems
• Leadership and team management skills
• Problem-solving and decision-making abilities
• Adaptability to a fast-paced, dynamic work environment

Application Tips:

• Highlight relevant experience in service provisioning, agency management, and team leadership
• Demonstrate a strong understanding of the telecommunications industry and regulatory compliance
• Showcase problem-solving skills and examples of successful team management
• Prepare for behavioral and situational interview questions focusing on leadership, team management, and problem-solving

ATS Keywords: Service Provisioning, Agency Management, Team Leadership, Customer Acquisition, Customer Resolution, Telecommunications Industry, Regulatory Compliance, Problem-Solving, Decision-Making

ASSUMPTION: The application process is competitive, and candidates should highlight their relevant experience and skills to increase their chances of success.

🛠️ Tools & Technologies

• Business IT systems and provisioning platforms
• MS Office Suite (Word, Excel, PowerPoint)
• Customer relationship management (CRM) software
• Project management tools (if applicable)

ASSUMPTION: Candidates should have experience with relevant business IT systems and provisioning platforms, as well as proficiency in MS Office Suite.

👔 Cultural Fit Considerations

Company Values:

• Passion for customer service and excellence
• Boldness in driving innovation and change
• Trust in building strong relationships with customers and colleagues
• Speed in executing tasks and making decisions
• Digital focus on leveraging technology to enhance customer experiences

Work Style:

• Collaborative and team-oriented
• Adaptable to a fast-paced, dynamic work environment
• Focused on delivering high-quality customer service
• Results-driven and proactive in identifying and addressing customer needs

Self-Assessment Questions:

• How do you align with Vodafone Idea Limited's values, particularly 'Passion' and 'Trust'?
• How comfortable are you working in a fast-paced, dynamic environment with a focus on customer service?
• How do you approach problem-solving and decision-making in a team setting?

ASSUMPTION: Candidates should assess their fit with the company's values and work style, focusing on their passion for customer service, adaptability, and problem-solving skills.

⚠️ Potential Challenges

• Handling high volumes of customer inquiries and resolving complex issues
• Managing a team with diverse skills and backgrounds
• Adapting to changes in regulatory requirements and industry trends
• Balancing operational tasks with strategic planning and leadership responsibilities

ASSUMPTION: Candidates should be prepared to face these challenges and demonstrate their ability to thrive in a dynamic, fast-paced work environment.

📈 Similar Roles Comparison

• This role differs from related positions in its focus on managing a team responsible for various aspects of customer acquisition and resolution
• It requires a balance of technical proficiency and leadership skills, with a strong emphasis on team management and cross-functional collaboration
• Career progression may involve transitioning to other functional areas, such as Operations or Strategy, based on performance and organizational needs

ASSUMPTION: Candidates should understand the unique aspects of this role and how it differs from related positions in the industry.

📝 Sample Projects

• Implementing a new customer acquisition strategy to improve activation rates and reduce churn
• Streamlining the SIM exchange management process to enhance customer satisfaction and reduce operational costs
• Developing and executing a training program for new team members to ensure consistent service quality and compliance with regulatory norms

ASSUMPTION: Candidates should be prepared to discuss their experience with similar projects and how they contributed to successful outcomes.

❓ Key Questions to Ask During Interview

• What are the key priorities for this role in the first 90 days?
• How does this role fit into the broader organizational structure and long-term goals for the department?
• What are the most significant challenges facing the team, and how can this role address them?
• How does the company support the professional development and growth of its employees?
• What are the key performance indicators (KPIs) for this role, and how will success be measured?

ASSUMPTION: Candidates should ask thoughtful, insightful questions to demonstrate their interest in the role and the company's success.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Tailor your resume and cover letter to highlight your relevant experience in service provisioning, agency management, and team leadership
• Prepare for behavioral and situational interview questions focusing on leadership, team management, and problem-solving
• Research the company and industry to demonstrate your understanding and enthusiasm for the role
• Follow up with the hiring manager one week after submitting your application, expressing your continued interest in the position

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.