Operations Leader – Deliver of POSH Services to Clients

About us:

POSH at Work () is a brand of The Legal Swan () and is a leading consultancy dedicated to building respectful, safe, and inclusive workplaces in line with the Sexual 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 sexual 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.

Expectations & Key Responsibilities of the Operations Leader:

1. 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.
  
  
2. Client Escalations & Issue Resolution
   
• Intervene in critical client escalations and ensure swift and appropriate resolution.
  
• Maintain professionalism and discretion in managing sensitive matters.
  
  
3. 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.
  
  
4. 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.
  
  
5. 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.
  
  
6. 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.
  
  
7. 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.
  
  
8. 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.
  
  
9. 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.
  
  
10. 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.
  

9. 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.