Manager - SOP, Service Quality & Training

Hiring for Manager — SOP, Service Quality & Training Location: Chennai, with regular travel to Hosur, Coimbatore, and Bangalore campusesExperience Required: 6–10 years • 6 –10 years in operations, quality assurance, training, or hospitality service delivery• Prior experience in hospitality, healthcare, or senior living service standards strongly preferred• Demonstrated experience designing SOPs and training programs from scratch• Experience running audits and driving corrective action across multiple sites/locationsRole SummaryOwns the design, rollout, and monitoring of Standard Operating Procedures and training across the entire Senior Living vertical, and runs the service quality audit function to ensure what is trained is what is practiced on the ground.Key Responsibilities• Design, document, and maintain SOPs across all functions — Sales, Presales, CRM, Hospitality, Health & Wellness, and others• Build and maintain the organisation's training manual and certification framework• Organise and run training programs across all campuses to ensure consistent service delivery• Conduct regular service quality audits against SOP standards and publish findings• Close the loop between audit findings and SOP/training updates• Train local trainers/campus leads to sustain training delivery independentlyEducation• Bachelor's degree mandatory; postgraduate qualification in Hospitality Management, Operations, or HR preferred• Certification in Quality Management (e.g. Six Sigma, ISO) an advantageSkills & Competencies• Strong process documentation and instructional design ability• Confident, evidence-based auditor — comfortable giving direct feedback• Multi-site coordination and follow-through discipline• Facilitation and training delivery skills• Field-oriented — willing to be present at campuses regularly, not deskboundDeliverables (First 6 Months)• Completed SOP documentation for at least 3 core functions• First version of the organization-wide training manual• First round of training delivered and certified across all live campuses• First service quality audit report with a gap-closure action plan