Government Affairs Manager

Company: Zepto
Function: Legal & External Affairs (LEA)
Location: As per business requirement

Role Overview

Zepto is looking for a proactive, hands-on professional to manage field-level incidents, liaise with government and law enforcement authorities, and build strong relationships with external stakeholders. The role will act as a key link between Zeptos on-ground operations, internal teams, and government authorities to ensure timely resolution of incidents, minimize operational disruptions, and strengthen the company’s external relationships.

Key Responsibilities

1. Field Incident Management

• Manage and resolve on-ground incidents involving dark stores, delivery partners, employees, and other operational stakeholders.
• Handle escalations involving local disputes, police interventions, public complaints, and operational disruptions.
• Coordinate with internal teams to investigate incidents, drive timely resolution, and ensure business continuity.
• Identify recurring issues, maintain incident trackers, and implement preventive measures.

2. Government & Law Enforcement Liaisoning

• Build and maintain effective working relationships with police, local administration, municipal bodies, and other relevant government authorities.
• Act as the primary point of contact for authority-related escalations and operational issues.
• Facilitate communication and resolution of matters involving local authorities.
• Monitor local developments and enforcement activities that may impact business operations.

3. Corporate Affairs & Stakeholder Management

• Develop and nurture relationships with government officials, community representatives, resident associations, industry bodies, and other relevant stakeholders.
• Represent Zepto in external meetings and discussions relating to operational matters and local concerns.
• Proactively identify stakeholder sensitivities and address potential issues before they escalate.
• Support new store launches and business expansion through appropriate local stakeholder engagement.

4. Internal Coordination & Risk Management

• Work closely with Operations, Security, HR, Compliance, PR, and Legal teams to resolve escalations.
• Identify potential operational, regulatory, and reputational risks and escalate critical matters to senior management.
• Maintain records of incidents, authority interactions, and resolution outcomes.
• Develop standard processes for incident response and external stakeholder engagement.

Candidate Profile

• Experience in government relations, corporate affairs, external affairs, field operations, incident management, or stakeholder management.
• Prior experience engaging with police, government officials, and local administration.
• Strong on-ground execution, negotiation, communication, and conflict-resolution skills.
• Ability to manage sensitive situations calmly and effectively under pressure.
• Strong coordination and relationship-building skills, with a high degree of ownership and accountability.
• Willingness to travel extensively within the assigned geography.
• Experience in quick commerce, e-commerce, logistics, retail, or other field-intensive industries is preferred.

Key Success Metrics

• Timely and effective resolution of field incidents and escalations.
• Reduction in recurring incidents and operational disruptions.
• Effectiveness of engagement with government and law enforcement authorities.
• Strength of external stakeholder relationships.
• Proactive identification and mitigation of operational risks.

Role Clarification: This is an operationally focused Legal & External Affairs role, centred on incident management, government liaisoning, and external stakeholder relations. It is not a traditional legal advisory role; formal legal matters will be handled in coordination with Zepto’s Legal team.