Operations Leader – Deliver of POSH Services to Clients

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

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