Grievance OfficerHoora • navi mumbai, India
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Grievance Officer
Hoora • navi mumbai, India
12 hours ago
Job descriptionCriminal 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 . 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. 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.
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
3. Operational Integration
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Officer • navi mumbai, India
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