Grievance Officer

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 :

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.