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. 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. ​