Grievance Officer

Job Title : Grievance Officer

Company:

Location:

Experience:

Employment Type:

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.