Head of Operations (Legal Services)

HEAD OF OPERATIONS (Legal)
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.

Work arrangement
No