AVP Operations (ID 1319)
Posted
Role Overview
As the Assistant Vice President (Operations), you will play a pivotal role in driving
operational excellence, scaling processes, and delivering seamless dispute resolution experiences on our
tech-driven ODR platform. You will lead cross-functional teams across data management, case
management, enterprise experience and quality assurance, ensuring high standards of efficiency, accuracy,
and stakeholder satisfaction.
The ideal candidate is a strategic thinker with a bias for execution—adept at building scalable systems,
streamlining operations, obsessive adherence to timelines and aligning day-to-day workflows with
organizational goals. This is a mission-critical leadership role requiring a strong grasp of legal-tech
operations, data-driven decision making, and a commitment to service innovation in the justice delivery
ecosystem.
Key responsibilities
o Lead End-to-End Operations: Oversee the full dispute resolution cycle ensuring quality and adherence
to timelines.
o Drive Process Excellence: Build and enforce scalable SOPs; monitor daily / monthly targets and
streamline workflows for efficiency and consistency.
o Cross-Functional Coordination: Collaborate closely with internal teams (Legal, Communications, Key
Accounts and Finance) and external stakeholders (enterprise users, arbitrators, vendors) for smooth
case flow.
o Automation & Systems: Identify process gaps and drive automation; work with Tech / Product teams
to develop tools and dashboards for performance tracking.
o User-centric Approach: Ensure user satisfaction and retention, source constructive feedback,
understand user challenges, gain insights, suggest product and operational process improvements;
o Vendor & Case Management: Develop smart case allocation strategies to vendors, manage those
relationships, and ensure continuity in service delivery.
o Team Leadership: Lead and mentor a high-performance ops team; define KPIs, drive accountability,
and foster a culture of ownership and agility.
o Reporting & Compliance: Ensure timely MIS reporting, billing coordination with Finance, and
continuous performance improvement using data insights.
o Escalations: Take ownership of complex or escalated enterprise concerns, working proactively to
ensure resolution and satisfaction.
Requirements
o Master’s degree in business administration, operations management or a related field from a reputed
institute;
o PQE of 10+ years in complex, high-volume operations, preferably in a startup or high-growth company;
o Experience in legal / financial services / fintech / insurance industry is preferred;
o Demonstrable knowledge and experience of people management;
o Strong analytical, process design, and systems thinking capabilities.
o Hands-on experience in process automation tools, dashboards, and MIS reporting.
o Strong leadership and planning skills and excellent interpersonal, verbal and written communication
skills;
o Ability to design and implement systems that scale with speed and precision;
o Ability to work in an environment with multiple priorities;
o Meticulous with attention to detail;
o Advanced proficiency in MS Office;
o Passionate, enterprising, resilient, persevering and a ‘never give up’ attitude;
o Going beyond the call of duty, willingness to learn and take initiative.