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Grievance Officer

1 month ago

Nagpur, India Hoora Full time

Job Title : Grievance Officer Company: Hoora Technologies Location: Nagpur (In-office) Experience: 8+ years in Legal, Compliance, or Grievance Management Employment Type: Full-time (On-Site) Key Responsibilities: 1. Grievance Resolution & Meditation - Pre-Litigation Resolution: Build and manage the end-to-end grievance resolution mechanism focused on achieving out-of-court settlements and mediation. The key goal is to solve the case inside the room, not in the courts. - Team Building: Recruit, train, and lead a dedicated team to efficiently handle and track consumer, partner, and vendor grievances across all service verticals (B2C, D2C, Insurance). - Process Ownership: Define clear Standard Operating Procedures (SOPs) for logging, tracking, investigating, and resolving grievances rapidly and effectively. 2. Legal Prevention and Compliance - Criminal Law Focus: Apply expertise in Criminal Law to anticipate, investigate, and proactively resolve complex issues related to partner conduct, operational safety, and consumer complaints that carry high legal risk. - Proactive Vetting: Advise on preventive measures in hiring (e.g., background verification protocols, contractual clauses) for field staff, service partners, and vendors to mitigate fraud and misconduct risk. - Expansion Advisory: Provide immediate legal consultation on regulatory risks and compliance requirements during the launch of new business verticals and expansion projects. 3. Operational Integration - Hyper-local Strategy: Leverage experience or knowledge from large hyper-local or marketplace models (e.g., Zomato, Swiggy, Urban Company, Ola/Uber) to design scalable grievance systems that match Hoora's speed and operational complexity. - Reporting: Maintain detailed documentation of all grievance patterns and outcomes, translating recurring issues into actionable policy changes for the leadership team. Ideal Candidate Profile - Legal Qualification (Mandatory): Must possess a formal LLM and LLB degree. - Specialization (Mandatory): Specialized experience or demonstrated expertise in Criminal Law is essential for managing high-risk operational disputes. - Experience: 7+ years of experience in legal practice, compliance, or grievance management, ideally within a high-volume, customer-facing business. - Hyper-local Acumen: Experience or clear understanding of the operational risks and grievance patterns typical of hyper-local, logistics, or on-demand service platforms. - Resolution Focus: Proven track record in successfully mediating, negotiating, and achieving pre-litigation settlement and resolution of complex disputes. - Leadership: Ability to autonomously build and lead a new strategic function within a fast-paced technology company.