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 achievingout-of-court settlements and mediation. The key goal is to solve the caseinside 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 inCriminal Lawto anticipate, investigate, and proactively resolve complex issues related to partner conduct, operational safety, and consumer complaints that carry high legal risk. Proactive Vetting:Advise onpreventive 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 ofnew 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 formalLLM and LLB degree. Specialization (Mandatory):Specialized experience or demonstrated expertise inCriminal Lawis essential for managing high-risk operational disputes. Experience:7+ yearsof 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 achievingpre-litigation settlement and resolutionof complex disputes. Leadership:Ability to autonomously build and lead a new strategic function within a fast-paced technology company.

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