Legal Grievance Officer

11 hours ago

bangalore, India Hoora Full time

Job Title : Head of Grievance & Preventive Legal / Grievance OfficerCompany: Hoora TechnologiesLocation: Nagpur (In-office)Reports to: CEO Experience: 5+ years in Legal, Compliance, or Grievance ManagementEmployment Type: Full-time (On-Site)Salary: INR 8-15 LPAJob MissionYou will be Hoora's internal expert focused on preventive legal action and grievance resolution. Your primary mission is to establish and lead a specialized function dedicated to resolving disputes and consumer grievances before they escalate to formal court litigation. You will also act as a key advisor, ensuring proactive legal compliance across all hiring, business functions and expansion initiatives.Key Responsibilities1. Grievance Resolution & MediationPre-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 & ComplianceCriminal 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 IntegrationHyper-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 ProfileLegal 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.

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