Head of Operations (Legal Tech company)

HEAD OF OPERATIONS

ContractBazaar | Noida / Delhi NCR

Experience: 6–10 years

Education: MBA / CS / Law / BBA / Operations or relevant experience

Reports to: Founder

THE ROLE

As Head of Operations, you will be responsible for the end-to-end operational efficiency of the legal services function.

You will ensure:

Right person → Right work → Right process → Right timeline → Right client experience

You will work closely with the Founder, lawyers and cross-functional teams to create a legal services operation that is scalable, measurable, technology-enabled and less dependent on individual intervention.

KEY RESPONSIBILITIES

1. Run Day-to-Day Operations

• Own the daily functioning of the legal services operation.
• Ensure all matters/tasks have clear ownership and deadlines.
• Monitor work allocation across the team.
• Ensure priorities are clearly communicated.
• Identify bottlenecks and resolve them proactively.
• Conduct regular operational reviews.
• Ensure the team operates with discipline and accountability.

2. Drive Team Efficiency & Productivity

• Monitor individual and team productivity.
• Track workload, capacity and utilisation.
• Identify overloading, under-utilisation and inefficiencies.
• Establish measurable performance standards.
• Create dashboards and performance reports.
• Work with team leads to improve productivity.
• Ensure team members are accountable for their deliverables.

3. Own Timely Delivery

This will be one of your most important responsibilities.

• Establish and monitor TATs and SLAs.
• Track every active matter and its status.
• Identify upcoming deadlines and delayed matters.
• Ensure proactive follow-ups.
• Escalate internally before issues reach the client.
• Analyse reasons for delays and eliminate recurring causes.
• Continuously improve turnaround time.

Our clients should not have to chase us for work that we have committed to deliver.

4. Build Processes & SOPs

You will be expected to build the operating system, not simply manage an existing one.

• Map existing workflows.
• Identify process gaps.
• Design and implement SOPs.
• Create checklists and standard workflows.
• Standardise repetitive activities.
• Define ownership at every stage.
• Build escalation mechanisms.
• Continuously improve processes based on data and feedback.

You should naturally look at a messy process and think:

How do we make this simpler, faster and more reliable

5. Manage Client Escalations

• Own operational/service-related client escalations.
• Coordinate with lawyers and internal teams to resolve issues.
• Ensure timely communication with clients.
• Handle difficult conversations professionally.
• Track escalation resolution time.
• Identify root causes of recurring escalations.
• Implement corrective processes to prevent recurrence.

The objective is not merely to solve the escalation.

It is to ensure the same escalation doesn't happen again.

6. People Management

• Set clear expectations and responsibilities.
• Monitor team performance.
• Conduct regular reviews.
• Identify performance gaps.
• Drive accountability.
• Improve coordination between team members.
• Support hiring and onboarding where required.
• Build a culture of ownership and execution.

You should be comfortable managing strong professionals and having difficult performance conversations when necessary.

7. MIS & Management Reporting

Own the operations dashboard and provide management with clear visibility on:

• Active matters
• Completed matters
• Pending matters
• Ageing
• TAT/SLA performance
• Team productivity
• Capacity/utilisation
• Client escalations
• Rework
• Bottlenecks
• Pending client actions
• Other operational KPIs

Your reporting should answer:

What is happening Why is it happening What needs to be done

Not simply provide numbers.

8. Cross-Functional Coordination

Work closely with:

• Legal Team
• Sales
• Customer Success
• Accounts
• Technology/Product
• HR
• Founder/Management

WHAT WE EXPECT YOU TO BUILD

We are looking for someone who can eventually create an operation where:

• Every matter has an owner.
• Every task has a deadline.
• Every deadline is tracked.
• Every delay has a reason.
• Every escalation has an owner.
• Every process is documented.
• Every team member knows their KPIs.
• Management has real-time visibility.
• Technology reduces manual intervention.
• The Founder doesn't need to chase execution.

The ultimate goal:

Build an operation that runs efficiently without constant Founder intervention.

SUCCESS METRICS

Your performance will primarily be measured on:

Delivery

• SLA/TAT adherence
• Reduction in delayed matters
• Reduction in ageing matters

Efficiency

• Team productivity
• Lawyer utilisation
• Work allocation efficiency

Client Experience

• Number of escalations
• Escalation resolution TAT
• Repeat complaints

Process

• SOP implementation
• SOP adherence
• Process improvement initiatives

People

• Team accountability
• Performance management
• Employee productivity

Technology

• CRM/platform adoption
• Automation of manual processes
• Data accuracy

Management

• Quality and timeliness of MIS
• Ability to identify and solve operational bottlenecks

WHO ARE WE LOOKING FOR

We are looking for an operator, not necessarily a lawyer.

Preferred backgrounds

• MBA
• Company Secretary
• Law
• Business Operations
• Service Delivery
• Professional Services
• Legal Operations
• Startup Operations
• SaaS Operations
• Consulting

Experience

6–10 years of relevant experience, preferably with experience managing teams and running a service-oriented operation.

Experience in legal services, legal-tech, professional services, SaaS, consulting or other high-touch businesses will be an advantage.

MUST-HAVE QUALITIES

Ownership

You don't wait to be told what needs to be done.

Execution

You get things done and follow through.

Process Thinking

You don't repeatedly solve the same problem manually. You build a system.

People Management

You know how to hold people accountable while keeping the team motivated.

Problem Solving

You identify the root cause rather than treating symptoms.

Client Orientation

You understand that delays and communication gaps directly impact customer trust.

Data Orientation

You use numbers to understand and improve operations.

Technology Orientation

You look for ways to use technology to make the operation faster and more scalable.