Lead end-to-end dispute resolution operations on a tech-driven ODR platform. Build scalable SOPs, drive process automation, manage vendors and cross-functional stakeholders, define KPIs, mentor the ops team, ensure MIS reporting, billing coordination, and resolve escalations to maintain high service quality and user satisfaction.
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.
Similar Jobs
Fintech • Information Technology • Financial Services
Support private credit valuations by onboarding investments, performing monthly and independent valuations, maintaining financial models, preparing portfolio review materials, and liaising with internal and external stakeholders.
Top Skills:
Capital IqExcelFactset
Cloud • Computer Vision • Information Technology • Sales • Security • Cybersecurity
Own and operate virtualized IaaS platforms (KVM, VMware, OpenStack, public cloud). Lead IaC (Terraform, Packer, Ansible) and automation, maintain R&D environments, perform incident RCA, participate in on-call rotation, document processes, and improve developer experience and reliability.
Top Skills:
AIAnsibleAWSAzureBitbucketGCPGitGitlabLinuxmacOSOpenstackPackerPythonQemu/KvmTerraformVmware VcenterWindowsXen
Fintech • Professional Services • Consulting • Energy • Financial Services • Cybersecurity • Generative AI
Lead business analysis for Risk Weighted Assets (RWA) and Counterparty Credit Risk (CCR) initiatives. Translate Basel III/IV and SA-CCR/IMM/EAD regulatory requirements into BRDs, FRDs, user stories, process flows and data mappings. Liaise with Market Risk, CCR, Regulatory Reporting, Finance, Quant and Technology teams to support capital calculations, RWA optimization and regulatory reporting for transformation programs.
What you need to know about the Mumbai Tech Scene
From haggling for the best price at Chor Bazaar to the bustle of Crawford Market, the energy of Mumbai's traditional markets is a key part of the city's charm. And while these markets will always have their place, the city also boasts a thriving e-commerce scene, ranking among the largest in the region. Driven by online sales in everything from snacks to licensed sports merchandise to children's apparel, the local industry is worth billions, with companies actively recruiting to meet the demands of continued growth.
