Job Description
Job description
About us:
POSH at Work
(www.poshatwork.com) is a brand
of The Legal Swan (www.thelegalswan.com) and is a
leading consultancy dedicated to building respectful, safe, and inclusive
workplaces in line with the ****** Harassment of Women at Workplace
(Prevention, Prohibition and Redressal) Act, 2013 – commonly known as the POSH
Act. We support over 200 organizations across India with end-to-end compliance
services including:
• External Member services for Internal
Committees (IC)
• Investigation support and legal advisory
in ****** harassment complaints
• Training & sensitization programs
for employees, managers, and IC members
• E-learning tools and technology
solutions to drive awareness and reporting
• Policy development, compliance audits,
and implementation frameworks
Our
multidisciplinary team of lawyers, psychologists, trainers, and compliance
professionals brings both legal rigour and a trauma-informed approach to our
work. Each year, we handle over 100 complaints and conduct 200+ training
programs across sectors.
Requirements
Expectations & Key Responsibilities of
the Operations Leader:
• Client Onboarding & Relationship
Management
• Ensure smooth onboarding of new
clients, aligning them with the right service packages and processes.
• Serve as the operational point of
contact for key accounts, ensuring timely and consistent communication.
• Client Escalations & Issue
Resolution
• Intervene in critical client
escalations and ensure swift and appropriate resolution.
• Maintain professionalism and discretion
in managing sensitive matters.
• Service Delivery Oversight
• Oversee end-to-end execution of
POSH-related services including complaint handling, compliance audits,
trainings, and documentation.
• Ensure quality control and adherence to
timelines and client expectations.
• External Member (EM) & Expert
Network Management
• Build and manage a robust network of
External Members and internal experts (lawyers, psychologists, trainers).
• Assign the right professionals to
client cases based on expertise, geography, and complexity.
• Monitor performance, feedback, and
ongoing engagement with this network.
• Team & Resource Management
• Coordinate with internal legal,
training, and mental health teams to ensure adequate resource allocation.
• Mentor junior operations staff and
build a high-performing delivery support team.
• Compliance & Risk Management
• Ensure all services are aligned with
legal mandates under the POSH Act and internal SOPs.
• Identify risks in service delivery and
develop mitigation strategies in collaboration with management.
• Process Design & Improvement in
collaboration with management
• Create, document, and streamline
processes for scalability and consistency.
• Implement operational KPIs to track
efficiency, quality, and client satisfaction.
• Technology Integration
• Collaborate with tech teams to optimize
use of internal platforms (e.g., e-learning, case management tools).
• Recommend and implement automation
where possible for tracking, reporting, and scheduling.
• Data & Reporting
• Track key service metrics such as
number of cases handled, training sessions delivered, and compliance
milestones.
• Generate reports for internal use and
for client sharing, with insights and action points.
• Strategic Input
• Contribute to strategic decisions
related to service expansion, regional partnerships, and client engagement
models.
Key Criteria
for Hiring:
1.
Experience in Operations Management (8–12 years)
• Proven track record of managing complex,
multi-stakeholder service delivery.
• Prior experience in legal services,
compliance consulting, or HR operations is a strong plus.
• Exposure to professional services, SaaS,
or B2B client-facing roles preferred.
2.
Understanding of POSH Law & Compliance (Mandatory)
• Should have working knowledge of the
POSH Act, 2013 and workplace compliance.
• Experience in handling compliance-driven
service delivery or risk-sensitive domains is essential.
• Ability to ensure ethical, legal, and
confidential conduct of services.
3.
Stakeholder & Client Management Skills
• High emotional intelligence and maturity
to handle sensitive conversations and relationships with clients,
complainants, external members, and internal teams.
• Experience in managing high-value client
accounts and navigating organizational hierarchies.
4. Team
Leadership & Coordination
• Ability to lead internal
cross-functional teams and coordinate with a large network of external
partners (lawyers, psychologists, trainers).
• Skilled in delegation, supervision,
performance tracking, and motivation.
5. Process
Orientation & Execution Excellence
• Strong skills in developing SOPs,
setting up workflows, and monitoring delivery.
• Track record of improving operational
efficiency, meeting deadlines, and scaling service capacity.
6. Strong
Communication & Documentation Skills
• Excellent verbal and written
communication, particularly in client-facing documents, reports, and
escalation handling.
• Clarity and sensitivity in articulating
legal and procedural information.
7. Tech-Savvy
and Systems Thinking
• Comfortable working with digital tools
(CRM, LMS, project management software).
• Ability to work with tech teams to
translate operational needs into product improvements.
8.
Analytical & Problem-Solving Ability
• Adept at using data to generate
insights, spot delivery gaps, and make informed decisions.
• Ability to manage ambiguity and solve
real-time operational issues.
+. Cultural
Fit
• Alignment with the mission of promoting
respectful workplaces and supporting survivors and organizations
ethically.
• Integrity, discretion, and a sense of
accountability are non-negotiable.
10.
Educational Background
• Graduate/Postgraduate in Law, Business,
HR, or Operations Management.
• Certification or training in POSH Law,
Workplace Safety, or Compliance is a bonus.
Note: The Legal Swan
is proud to be an Equal Opportunity Employer. We believe that diversity and
inclusion are critical to our success as a company. We are committed to
building a team that is diverse and inclusive of people of all races,
religions, national origins, genders, and ages, as well as veterans and
individuals with disabilities.
Original job Operations Leader Deliver of POSH Services to Clients posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.
About us:
POSH at Work
(www.poshatwork.com) is a brand
of The Legal Swan (www.thelegalswan.com) and is a
leading consultancy dedicated to building respectful, safe, and inclusive
workplaces in line with the ****** Harassment of Women at Workplace
(Prevention, Prohibition and Redressal) Act, 2013 – commonly known as the POSH
Act. We support over 200 organizations across India with end-to-end compliance
services including:
• External Member services for Internal
Committees (IC)
• Investigation support and legal advisory
in ****** harassment complaints
• Training & sensitization programs
for employees, managers, and IC members
• E-learning tools and technology
solutions to drive awareness and reporting
• Policy development, compliance audits,
and implementation frameworks
Our
multidisciplinary team of lawyers, psychologists, trainers, and compliance
professionals brings both legal rigour and a trauma-informed approach to our
work. Each year, we handle over 100 complaints and conduct 200+ training
programs across sectors.
Requirements
Expectations & Key Responsibilities of
the Operations Leader:
• Client Onboarding & Relationship
Management
• Ensure smooth onboarding of new
clients, aligning them with the right service packages and processes.
• Serve as the operational point of
contact for key accounts, ensuring timely and consistent communication.
• Client Escalations & Issue
Resolution
• Intervene in critical client
escalations and ensure swift and appropriate resolution.
• Maintain professionalism and discretion
in managing sensitive matters.
• Service Delivery Oversight
• Oversee end-to-end execution of
POSH-related services including complaint handling, compliance audits,
trainings, and documentation.
• Ensure quality control and adherence to
timelines and client expectations.
• External Member (EM) & Expert
Network Management
• Build and manage a robust network of
External Members and internal experts (lawyers, psychologists, trainers).
• Assign the right professionals to
client cases based on expertise, geography, and complexity.
• Monitor performance, feedback, and
ongoing engagement with this network.
• Team & Resource Management
• Coordinate with internal legal,
training, and mental health teams to ensure adequate resource allocation.
• Mentor junior operations staff and
build a high-performing delivery support team.
• Compliance & Risk Management
• Ensure all services are aligned with
legal mandates under the POSH Act and internal SOPs.
• Identify risks in service delivery and
develop mitigation strategies in collaboration with management.
• Process Design & Improvement in
collaboration with management
• Create, document, and streamline
processes for scalability and consistency.
• Implement operational KPIs to track
efficiency, quality, and client satisfaction.
• Technology Integration
• Collaborate with tech teams to optimize
use of internal platforms (e.g., e-learning, case management tools).
• Recommend and implement automation
where possible for tracking, reporting, and scheduling.
• Data & Reporting
• Track key service metrics such as
number of cases handled, training sessions delivered, and compliance
milestones.
• Generate reports for internal use and
for client sharing, with insights and action points.
• Strategic Input
• Contribute to strategic decisions
related to service expansion, regional partnerships, and client engagement
models.
Key Criteria
for Hiring:
1.
Experience in Operations Management (8–12 years)
• Proven track record of managing complex,
multi-stakeholder service delivery.
• Prior experience in legal services,
compliance consulting, or HR operations is a strong plus.
• Exposure to professional services, SaaS,
or B2B client-facing roles preferred.
2.
Understanding of POSH Law & Compliance (Mandatory)
• Should have working knowledge of the
POSH Act, 2013 and workplace compliance.
• Experience in handling compliance-driven
service delivery or risk-sensitive domains is essential.
• Ability to ensure ethical, legal, and
confidential conduct of services.
3.
Stakeholder & Client Management Skills
• High emotional intelligence and maturity
to handle sensitive conversations and relationships with clients,
complainants, external members, and internal teams.
• Experience in managing high-value client
accounts and navigating organizational hierarchies.
4. Team
Leadership & Coordination
• Ability to lead internal
cross-functional teams and coordinate with a large network of external
partners (lawyers, psychologists, trainers).
• Skilled in delegation, supervision,
performance tracking, and motivation.
5. Process
Orientation & Execution Excellence
• Strong skills in developing SOPs,
setting up workflows, and monitoring delivery.
• Track record of improving operational
efficiency, meeting deadlines, and scaling service capacity.
6. Strong
Communication & Documentation Skills
• Excellent verbal and written
communication, particularly in client-facing documents, reports, and
escalation handling.
• Clarity and sensitivity in articulating
legal and procedural information.
7. Tech-Savvy
and Systems Thinking
• Comfortable working with digital tools
(CRM, LMS, project management software).
• Ability to work with tech teams to
translate operational needs into product improvements.
8.
Analytical & Problem-Solving Ability
• Adept at using data to generate
insights, spot delivery gaps, and make informed decisions.
• Ability to manage ambiguity and solve
real-time operational issues.
+. Cultural
Fit
• Alignment with the mission of promoting
respectful workplaces and supporting survivors and organizations
ethically.
• Integrity, discretion, and a sense of
accountability are non-negotiable.
10.
Educational Background
• Graduate/Postgraduate in Law, Business,
HR, or Operations Management.
• Certification or training in POSH Law,
Workplace Safety, or Compliance is a bonus.
Note: The Legal Swan
is proud to be an Equal Opportunity Employer. We believe that diversity and
inclusion are critical to our success as a company. We are committed to
building a team that is diverse and inclusive of people of all races,
religions, national origins, genders, and ages, as well as veterans and
individuals with disabilities.
Original job Operations Leader Deliver of POSH Services to Clients posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.
💡 Quick Summary
Seeking a career-building opportunity? The Operations Leader Deliver of POSH Services to Clients position is now open for candidates interested in the Legal Jobs sector. This role in Mumbai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Legal Jobs is a plus.
