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:

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.

- 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 robust 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.

​

📌 Operations Leader Deliver of POSH Services to Clients (Mumbai)
🏢 Important Company of the Sector
📍 Mumbai