Operations Leader Deliver of POSH Services to Clients

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 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.

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.

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