Engagement Delivery Lead

Job Title: Director Level (Global Delivery Leader) – Life Insurance, Annuities & Retirement (LAR)
Location: Hyderabad
Reporting To: Sr. Director/AVP – Global Delivery Head
Employment Type: Full-time

Role Purpose

Lead and scale newly won LAR middle-/back-office and contact center operations, stewarding $30M+ offshore P&L with a span of control 800+ FTE across multi-site delivery. Drive client outcomes, transformation (Lean, RPA, IDP), GenAI-enabled operating model, and new business sales & solutioning (RFI/RFP). Serve as the executive face to client COOs/Operations Heads and build a resilient, compliant delivery estate.

Core Responsibilities

P&L & Growth

• Own revenue ($30M+), EBITDA, margin improvement, and AOP delivery.
• Shape commercial constructs: FTE/Txn/Outcome/Gainshare; drive unit economics (productivity, automation, right-shoring).
• Pipeline governance with Sales/Solutions; forecast ramps, seasonality, attrition, cost-to-serve.

Operations Leadership (800+ FTE)

• Run multi-site middle/back-office for Life & Annuities (new business, U/W support, policy admin/servicing, claims, commissions, reconciliation) and Retirement support (recordkeeping ops), plus omnichannel contact center (voice/email/chat/social).
• SLA rigor: accuracy, TAT, AHT, FCR, CSAT/NPS, QA, backlog/RTE, shrinkage, WFM capacity models, manage delivery penalty and earn back regimes.
• Business continuity/DR, change & incident management.

Client Leadership & Governance

• Executive sponsor for CXO/COO-level stakeholders; run QBRs/MBRs, contract adherence, scope/change control.
• Proactive risk registers; regulatory readiness; expansion roadmaps and upsell/cross-sell motions.

Transformation, Automation & GenAI

• Roadmap across value chain: Lean Six Sigma, RPA (UiPath/AA/Blue Prism), IDP (ABBYY/Hyperscience), GenAI (Azure OpenAI/Bedrock/Vertex).
• Use cases:
  • Underwriting: requirements triage, medical/APS summarization, decision support.
  • Claims: adjudication assistance, fraud flags, FNOL ingestion.
  • Servicing: STP uplift, premium/commission reconciliation automation.
  • Contact Center: agent assist, knowledge retrieval, QA automation, sentiment/NBA.
• Instrument benefits: STP%, automation rate, NIGO reduction, cycle time, $ savings.

New Business & Solutioning (RFI/RFP)

• Lead RFI/RFP responses; design operating model, SLAs, tech stack, locations, transitions, pricing, risk mitigations.
• Conduct due diligence; build transformation-backed TCO/ROI narratives; executive orals & site tours.

People & Culture

• Build leadership bench (GM/DGM/SDM); scale competency academies (LOMA ALMI/FLMI, COPC).
• Engagement & retention at scale; succession planning; DE&I; performance & rewards architecture.

Risk, Compliance & Controls

• Ensure GLBA, HIPAA/PHI (if applicable), AML/KYC, OFAC, state DOI compliance; for Retirement, align to ERISA/DOL expectations.
• Maintain SOC 2, ISO 27001, PCI DSS (payments), ISO 9001/COPC QMS; audit readiness.

Required Qualifications

• 20+ years BFSI operations; 10+ years in Life, Annuities & Retirement.
• Proven leadership of ≥800 FTE multi-site delivery and $30M+ offshore P&L.
• Deep domain across L&A middle/back-office + contact center; strong WFM and service design.
• Hands-on transformation (Lean SS, RPA/IDP, GenAI) with quantified outcomes.
• Deal solutioning with authored RFI/RFP wins; transitions to steady-state at scale.
• Executive client management; commercial negotiation; crisis management.
• Familiar with policy admin platforms (ALIP/VPAS/LifePro), CX tech (Genesys/NICE/Amazon Connect/Five9), analytics.

Preferred Certifications: LOMA ALMI/FLMI, Lean Six Sigma Black Belt, COPC, PMP/PRINCE2, RPA vendor certs, ITIL.

KPIs

• Financial: Revenue growth, EBITDA, cost-to-serve, transformation savings ($).
• Ops: SLA attainment, accuracy, TAT, AHT/FCR, backlog, rework, STP%.
• Digital: Automation rate, IDP accuracy, GenAI adoption & benefits.
• Client: CSAT/NPS, renewals/expansions, governance health.
• People: Attrition, engagement, leadership bench, time-to-proficiency.

Education

• Bachelor’s degree required; MBA preferred.
• LOMA certifications will provide an edge

La Comunidad Cognizant:
Somos un equipo que se aprecia y apoya mutuamente. Nuestros asociados trabajan en un entorno colaborativo e integrador en el que todos pueden prosperar.

• Cognizant es una comunidad global con más de 300.000+ asociados en todo el mundo.
• No solo soñamos con un mundo mejor, sino que trabajamos para hacerlo realidad.
• Cuidamos de nuestros asociados, clientes, socios, comunidades y entorno haciendo lo correcto.
• Fomentamos un entorno innovador en el que puedes desarrollar tu carrera profesional.

Acerca de nosotros
Cognizant (NASDAQ: CTSH) es arquitecto de soluciones de IA y proveedor de servicios tecnológicos que traduce la inversión en inteligencia artificial en valor empresarial real mediante soluciones de IA de stack completo adaptadas a cada cliente. Su profundo conocimiento de la industria, los procesos y la ingeniería le permite integrar el contexto único de cada organización en sistemas tecnológicos que amplifican el potencial humano, generan un impacto real en el negocio y mantienen a las grandes empresas globales un paso adelante en un mundo en constante cambio. Para más información, visita www.cognizant.es o síguenos en @cognizant.

Cognizant es un empleador que ofrece igualdad de oportunidades. Tu solicitud y candidatura no serán consideradas en base a raza, color, sexo, religión, credo, orientación sexual, identidad de género, origen nacional, discapacidad, información genética, embarazo, condición de veterano o cualquier otra característica protegida por las leyes federales, estatales o locales.

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