Engagement Delivery Lead

Cognizant; Hyderabad; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Cognizant in Hyderabad seeks a Director Level (Global Delivery Leader) for Life Insurance, Annuities & Retirement (LAR). You will lead 800+ FTE multi-site operations, manage $30M+ offshore P&L, and partner with client COOs to drive transformation using Lean, RPA, IDP, and GenAI.

The role covers shaping delivery, governance, RFI/RFP solutioning, risk/compliance, and building a scalable delivery estate with regulatory readiness and strong client outcomes.

Qualifications

• Bachelor’s degree required; MBA preferred.
• LOMA ALMI/FLMI, PMP/PRINCE2, ITIL, and Lean Six Sigma are assets.
• Extensive leadership of large multi-site BFSI delivery.
• Experience with CX tech like Genesys/NICE/Amazon Connect/Five9.
• Strong program management, negotiation and risk/compliance focus.

Responsibilities

• Own revenue, EBITDA, and delivery performance for LAR domain.
• Lead multi-site operations (800+ FTE) and offshore P&L of $30M+.
• Drive transformation using Lean, RPA, IDP, GenAI; lead solutioning.
• Manage client relationships at CXO/COO level and govern contracts.
• Ensure regulatory readiness, risk management, and SOC 2/ISO controls.

Skills

Executive client management

Leadership of 800+ FTE

Transformation leadership

Commercial negotiation

Crisis management

Delivery governance

Strategic program management

Change management

Education

Bachelor’s degree

MBA

LOMA ALMI/FLMI

PMP/PRINCE2

ITIL

Lean Six Sigma Black Belt

Tools

Genesys

NICE

Amazon Connect

Five9

Analytics

Job description

Job Description:

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