Training & Development Manager (Hospitality & Coliving)

Uniliv; Delhi; On-site; INR 800,000 - 1,200,000; Full time

Job summary

A fast-growing managed living brand is seeking a Training & Development Manager (Female) in Delhi. The role focuses on creating a high-impact training ecosystem, conducting training sessions, and connecting training to performance metrics. Candidates should have 3–6 years of experience in training and a background in hospitality or service operations. The company values operational consistency and aims for measurable improvements in training outcomes.

Qualifications

• 3–6 years of experience in Training & Development or Learning & Development.
• Strong ability to connect training with measurable performance outcomes.
• Experience in on-ground training and real-time coaching.

Responsibilities

• Build and own a training ecosystem across the company.
• Conduct on-ground and classroom training sessions.
• Continuously improve training based on feedback and performance data.

Skills

Training & Development

Communication skills

Coaching

Operational discipline

Job description

Training & Development Manager (Female) | UniLiv

About UniLiv

UniLiv 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 Overview

We 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 ground
• Designing SOP-driven, role-specific training programs
• Driving measurable improvement in operations and customer experience
• Building a scalable training system across properties and teams

You 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 Own

• Build structured training frameworks for:
• Property Managers
• Customer Support Associates (CSA)
• Design role-based learning journeys (onboarding + ongoing training)

2. SOP & Operations Training

• Translate operational SOPs into practical, easy-to-execute training modules
• Ensure consistency in:
• Daily operational discipline
• Drive standardization across all properties

3. Customer Experience & Soft Skills Training

• Train teams on:
• Empathy + professionalism
• Improve first-response quality and resolution experience

4. Onboarding & Induction

• Build a structured onboarding program for all new hires
• Ensure new joiners become performance-ready within defined timelines
• Reduce ramp-up time and early-stage errors

5. Performance Improvement Programs

• Identify low-performing teams/individuals using data
• Work with managers to drive visible performance uplift

6. Training Effectiveness & Analytics

• Track training impact using real metrics:
• Complaint reduction
• Resolution timelines
• SOP adherence
• Audit scores
• Build dashboards/reports to measure:
• Completion rates
• Performance improvement

7. Stakeholder Collaboration

• Work closely with:
• Operations (Cluster & Property Managers)
• Customer Support teams
• HR & leadership
• Align training with business priorities and operational challenges

Key Responsibilities

• Conduct on-ground and classroom training sessions across properties
• Design and update training content, SOP manuals, and playbooks
• Build a monthly/quarterly training calendar
• Continuously improve training based on feedback and performance data
• Ensure every team member is trained, tracked, and accountable
• Drive a culture of discipline, consistency, and continuous improvement

Must-Have (Strict Filter)

• 3–6 years of experience in Training & Development / L&D
• Background in hospitality / BPO / service operations training
• Proven experience in training frontline teams (Ops / CSA / field roles)
• Strong ability to connect training with measurable performance outcomes
• Excellent communication, facilitation, and presentation skills
• Experience in on-ground training and real-time coaching
• High ownership mindset — execution-focused, not theoretical

Nice to Have

• Experience in co-living / student housing / real estate operations
• Exposure to SOP creation and process standardization
• Understanding of CX metrics (NPS, retention, complaints)
• Experience in startup / high-growth environments

First 90 Days Success Metrics

• Complete understanding of operational gaps across teams
• Structured onboarding and training programs implemented
• Visible improvement in:
• SOP adherence
• Reduction in:
• Repeat complaints
• Escalations
• Operational errors
• Strong training tracking and reporting system in place

What We’re Looking For

• Someone who can identify real problems on ground and fix them through training
• Someone who builds systems, not one-time sessions
• Someone who can influence teams and drive behavior change
• Someone who balances discipline + empathy + execution

Why This Role Matters

At UniLiv, training directly impacts:

• Operational consistency
• Team productivity
• Business performance

If training does not improve execution — it has no value.

We are hiring someone who ensures it does.