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.
Key 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.
Essential Skills
- 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
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
Why Join Us:
At Cognizant, we don't just offer jobs—we build careers that thrive in the digital era.
- Growth That Matters – Clear career paths, continuous learning, and opportunities to move into leadership or specialized roles. You're not just filling a seat—you're building a future.
- Support That Empowers – A collaborative culture where your voice is heard, your ideas matter, and your well-being is prioritized through strong benefits and work-life balance.
- Impact That Inspires – Work on global accounts that shape industries, influence millions of users, and give you a sense of purpose beyond the paycheck.
Your future starts here—grow, thrive, and make an impact with Cognizant.
