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 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. Robust 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.

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📌 Operations Leader – Deliver of POSH Services to Clients (Mumbai)
🏢 The Legal Swan
📍 Mumbai