ISHA SINHA

Key Achievements.

• 16x volume, 97% TAT reduction: Scaled processing from 18,000 to 300,000+ cases/month while compressing TAT from 30 hours to under 1 hour through AI-led automation and SOP redesign.

• Record single-day closure: over 10,000 cases closed in a single day — the highest in company history.

• Team throughput: Increased per-agent monthly output from 7,500 to 10,000+ cases by identifying automation candidates and eliminating manual steps.

• “Idea Magician” Award: Recognized for re-engineering the legal workflow (3 hrs → 1 hr TAT) by defining automation scope and producing PRDs for the tech team.

Crisis leadership — Sept 2025: During a peak spike with partial leave, I personally processed 1,100–1,200 cases per day (the team averaged 500–600) to prevent burnout and maintain zero SLA breaches.

• Team built from the ground up: Scaled Bangalore from 3 members to 20+ (2 leads, 2 seniors, 15 associates); extended oversight to a 9-member Mumbai team.

Core Responsibilities.

Lead end-to-end legal operations across Bangalore and Mumbai for 50+ clients in the BFSI, NBFC, BGV, and e-commerce sectors, managing over 300,000 monthly cases with strict SLA adherence.

Provide legal advisory and support for credit underwriting decisions for banks and NBFCs, including case analysis, risk classification, and high-value disbursement review.

• Oversee due diligence operations for major e-commerce and gig platforms (Zomato, Blinkit, Amazon, and Porter) — covering legal verification, background checks, and compliance reviews.

• Primary escalation point for client issues; liaise with CAs and legal teams for DRHP/IPO documentation; lead MBRs, QBRs, and POC onboarding.

• Built all SOPs, QC frameworks, and training materials from scratch; managed the full team lifecycle: hiring, onboarding, and performance management.

• Led the OneTMS platform transition as the ops-side lead, co-designed workflows with the tech team, ensuring a zero-disruption migration.

Partner with product and tech teams to identify gaps, define automation opportunities, and write PRDs based on operational insights.

Track MIS, KPIs, and SLA metrics; forecast volume patterns, and plan automation vs. Manual capacity thresholds proactively.

• Mentored junior staff members by sharing knowledge and expertise, contributing to their professional growth and enhancing the overall capabilities of the team.

• Managed 1.6 lakh+ monthly case volumes with a 3-hour TAT target across the Bangalore team while beginning oversight of Mumbai operations
• Drove automation and process improvements that reduced TAT from 3 hours to 1 hour — outcomes that directly led to the “Idea Magician” recognition and subsequent promotion to Legal Manager within 12 months
• Expanded team capacity and strengthened QC frameworks to sustain SLA compliance at higher volumes

• Led a team of 17 associates managing 95,000+ monthly requests at an 8-hour TAT, maintaining 99% SLA compliance across all tracked months
• Provided legal guidance and advisory to 20+ BFSI and BGV clients; contributed to a 15% improvement in client satisfaction ratings
• Reduced P90 document completion time to 4 hours through streamlined drafting processes and multi-level QC
• Managed workload planning, demand forecasting, and team performance to handle seasonal volume fluctuations

• One of three founding members of the Bangalore legal operations team; drafted 1,000+ legal reports per month and managed case tracking, e-discovery, and filing processes
• Developed early-stage workflows and process habits that became the foundation of the team’s operational discipline

Conducted legal research, contract abstraction, and e-discovery management for litigation support engagements.

Performed contract billing assessments and deadline tracking for multi-matter legal workflows.