Job Title

Training & Development Manager (Female) | UniLivAbout UniLivUniLiv is a fast-growing, tech-enabled managed living brand delivering premium PG and co-living experiences for students and working professionals.We operate at the intersection of hospitality, real estate, and operations excellence, building standardized, scalable systems that ensure consistency, efficiency, and high customer satisfaction across all properties.At UniLiv, success is driven by on-ground execution, operational discipline, and customer experience. Training is not a support function here — it is a core lever for performance, retention, and scale.Role OverviewWe are hiring a Training & Development Manager (Female) to build and own a high-impact, execution-driven training ecosystem across UniLiv.This role goes beyond conducting sessions. You will be responsible for:Identifying real performance gaps on groundDesigning SOP-driven, role-specific training programsDriving measurable improvement in operations and customer experienceBuilding a scalable training system across properties and teamsYou will work closely with Cluster Managers, Property Managers, and Customer Support teams to ensure that training directly translates into better execution, stronger discipline, and improved business outcomes.What You’ll Own1. Training Strategy & ExecutionOwn the complete training lifecycle (TNA → design → delivery → evaluation → improvement)Build structured training frameworks for:Property ManagersCluster ManagersCustomer Support Associates (CSA)Design role-based learning journeys (onboarding + ongoing training)2. SOP & Operations TrainingTranslate operational SOPs into practical, easy-to-execute training modulesEnsure consistency in:Housekeeping standardsCustomer handlingEscalation managementDaily operational disciplineDrive standardization across all properties3. Customer Experience & Soft Skills TrainingTrain teams on:Communication (Hindi + basic English clarity)Handling difficult customersComplaint resolutionEmpathy + professionalismImprove first-response quality and resolution experience4. Onboarding & InductionBuild a structured onboarding program for all new hiresEnsure new joiners become performance-ready within defined timelinesReduce ramp-up time and early-stage errors5. Performance Improvement ProgramsIdentify low-performing teams/individuals using dataDesign targeted performance improvement plans (PIPs)Work with managers to drive visible performance uplift6. Training Effectiveness & AnalyticsTrack training impact using real metrics:Complaint reductionResolution timelinesSOP adherenceAudit scoresBuild dashboards/reports to measure:Training effectivenessCompletion ratesPerformance improvement7. Stakeholder CollaborationWork closely with:Operations (Cluster & Property Managers)Customer Support teamsHR & leadershipAlign training with business priorities and operational challengesKey ResponsibilitiesConduct on-ground and classroom training sessions across propertiesDesign and update training content, SOP manuals, and playbooksBuild a monthly/quarterly training calendarStandardize training delivery across locationsContinuously improve training based on feedback and performance dataEnsure every team member is trained, tracked, and accountableDrive a culture of discipline, consistency, and continuous improvementMust-Have (Strict Filter)3–6 years of experience in Training & Development / L&DBackground in hospitality / BPO / service operations trainingProven experience in training frontline teams (Ops / CSA / field roles)Strong ability to connect training with measurable performance outcomesExcellent communication, facilitation, and presentation skillsExperience in on-ground training and real-time coachingHigh ownership mindset — execution-focused, not theoreticalNice to HaveExperience in co-living / student housing / real estate operationsExposure to SOP creation and process standardizationUnderstanding of CX metrics (NPS, retention, complaints)Experience in startup / high-growth environmentsFirst 90 Days Success MetricsComplete understanding of operational gaps across teamsStructured onboarding and training programs implementedVisible improvement in:Customer communication qualityComplaint handlingSOP adherenceReduction in:Repeat complaintsEscalationsOperational errorsStrong training tracking and reporting system in placeWhat We’re Looking ForSomeone who can identify real problems on ground and fix them through trainingSomeone who builds systems, not one-time sessionsSomeone who can influence teams and drive behavior changeSomeone who balances discipline + empathy + executionWhy This Role MattersAt UniLiv, training directly impacts:Customer experienceOperational consistencyTeam productivityBusiness performanceIf training does not improve execution — it has no value.We are hiring someone who ensures it does.Work SetupField + office-based roleTravel across properties required