The Opportunity

The Service Delivery Manager – Learning & Development Leader will oversee both Training and Quality functions, ensuring alignment with Cognizant's scale and performance requirements. This role is critical in shaping the L&D capabilities of the team and driving operational excellence across multiple lines of business.

The SDM will lead the design and delivery of training programs, manage performance recovery initiatives, and implement quality assurance frameworks. The role also involves developing SOPs and auditing processes to ensure consistent application and effectiveness across business units.

Basic Qualifications

Minimum of 6 years BPO experience in L&D leadership or people management
Bachelor's degree in communication, Linguistics, Education, or equivalent experience
Strong understanding of baselining analytics and call quality audit & processes and calibration
Familiarity with call monitoring tools, learning platforms, and coaching frameworks
Proven experience in end-to-end and Agile training design
Preferably with Greenbelt Six Sigma Training/Certification focused on Training & Quality improvement and/ or Operational Metric Improvement
Bachelor's degree in communication/ Linguistics, Education, or a related field (or equivalent experience)
Willing to work onsite and on night shifts as required

Essential Skills/Personality Traits

Experience in US Insurance and/or Retirement industry (LOMA, FINRA, or INS certifications an advantage)
Strong client management, leadership, and communication skills
Proficient in project management practices, data analysis, and process documentation
Advanced skills in MS Word, Excel, and PowerPoint
Highly creative in developing learning experiences and coaching frameworks
Strong collaboration, interpersonal, and stakeholder management skills
Excellent written and verbal communication skills
Strong collaborative & interpersonal skills
Strong attention to detail, sound judgment, and ability to work under pressure
Able to manage large-scale operations and handle multiple challenges with agility and swift problem-solving
Demonstrates agility, ownership, and a customer-focused mindset to inspire performance excellence.
Good understanding of the operational drivers behind what drives great customer experience
Strong retention and Employee engagement strategies

Scope of Responsibilities

Lead and develop high-performing L&D (Training & Quality) teams across multiple business lines
Ensure training effectiveness, quality performance, and process improvement aligned with client and organizational goals
Develop and implement SOPs, auditing frameworks, and calibration processes to maintain consistency and compliance
Analyze Training and Quality data to identify gaps and improvement opportunities
Plan, execute, and monitor training programs for new hires and existing staff to enhance skills and operational performance
Govern and maintain compliance with client and quality standards
Collaborate with internal and external stakeholders to deliver customer-focused and scalable L&D solutions
Drive engagement, retention, and leadership development strategies within the team
Review and enhance hiring, onboarding, and development processes for new team members
Manage team performance, provide coaching, and oversee appraisals and career development
Optimize resource planning, capacity management, and travel readiness for offshore training
Align L&D goals with organizational objectives and maintain training records, QA reports, and performance dashboards
Assist in preparation of offshore training strategy in terms of training methodology, duration and desirable outcomes
Partner with Engagement Center Shared Services for smooth transition
Remain flexible and responsive to evolving business needs and client requirements
Participate in New BU Transitions and help design Training/Deployment Execution plan.
Promote continuous learning by encouraging the adoption of innovative training technologies and fostering a culture of knowledge sharing across departments.
Develop feedback mechanisms to assess training effectiveness and support ongoing improvement initiatives.

Why Join Us

Competitive Salary & Benefits – Earn well while enjoying great perks
Career Growth – Clear paths for promotions and skill development
Supportive Work Environment – Join a team that values you
Comprehensive Training – No experience No problem! We've got you covered
Exciting Opportunities – Be part of a dynamic and growing industry

Ready to take the next step Apply today!

Learning & Development & QA Manager