VP (Operations)

Location: Colaba, Mumbai

Employment type: Full-time - Work from office

Reports to: Company Management

About us:

Presolv360 is an online dispute resolution (ODR) platform that harnesses the power of technology to facilitate quick and effective out-of-court resolution of disputes while drastically reducing the costs and resources involved in resolving them.

The Founders and the team are driven by the vision, 'digital access to justice for all' and are backed by a remarkable set of investors. Presolv360 is empaneled as a Mediation Institution by various Courts in India.

Presolv360's advisory council consists of Justice U U Lalit, former Chief Justice of India, Justice B N Srikrishna, former Judge of the Supreme Court of India and Justice K Kannan, former High Court Judge.

Role Overview:

As the Vice President (Operations) at Presolv360, 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:

- Lead End-to-End Operations: Oversee the full dispute resolution cycle ensuring quality and adherence to timelines.

- Drive Process Excellence: Build and enforce scalable SOPs; monitor daily / monthly targets and streamline workflows for efficiency and consistency.

- 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.

- Automation & Systems: Identify process gaps and drive automation; work with Tech / Product teams to develop tools and dashboards for performance tracking.

- User-centric Approach: Ensure user satisfaction and retention, source constructive feedback, understand user challenges, gain insights, suggest product and operational process improvements.

- Vendor & Case Management: Develop smart case allocation strategies to vendors, manage those relationships, and ensure continuity in service delivery.

- Team Leadership: Lead and mentor a high-performance ops team; define KPIs, drive accountability, and foster a culture of ownership and agility.

- Reporting & Compliance: Ensure timely MIS reporting, billing coordination with Finance, and continuous performance improvement using data insights.

- Escalations: Take ownership of complex or escalated enterprise concerns, working proactively to ensure resolution and satisfaction.

Skills/Qualifications:

- Master's degree in business administration, operations management or a related field from a reputed institute.

- PQE of 12+ years in complex, high-volume operations, preferably in a startup or high-growth company.

- Experience in legal / financial services / fintech / insurance industry is preferred.

- Demonstrable knowledge and experience of people management.

- Strong analytical, process design, and systems thinking capabilities.

- Hands-on experience in process automation tools, dashboards, and MIS reporting.

- Strong leadership and planning skills and excellent interpersonal, verbal and written communication skills.

- Ability to design and implement systems that scale with speed and precision.

- Ability to work in an environment with multiple priorities.

- Meticulous with attention to detail.

- Advanced proficiency in MS Office.

- Passionate, enterprising, resilient, persevering and a 'never give up' attitude.

- Going beyond the call of duty, willingness to learn and take initiative.

What You'll Gain:

- An opportunity to shape the operational backbone of a fast-growing legal-tech company.

- Work with visionary founders and a passionate team driving access to justice at scale.

- A platform to innovate and lead in one of the most disruptive spaces in the legal and financial services ecosystem.