About the Organisation
Hoora provides affordable autocare with doorstep convenience through its technology and business model. We have developed an innovative bag-pack that has high-powered service tools and comes with its own power source. This enables waterless or pressure-wash and vacuum car cleaning as opposed to the current industry standards that rely on cleaning vans or asset-heavy car wash centers. Our mobile app allows for easy booking and scheduling of on-demand professional services as per requirement.
Role description
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:
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.
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