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Cognizant
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Engagement Delivery Lead

Engagement Delivery Lead

Cognizant

20 years

4 - 5 Lacs

hyderābād

Posted:8 hours ago| Platform: GlassDoor logo

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Skills Required

engagement annuities reporting drive lean automation pipeline governance forecast leadership support reconciliation recordkeeping chat risk azure openai triage summarization retrieval design model stack transitions pricing retention planning compliance payments audit service management negotiation connect sigma certifications

Work Mode

On-site

Job Type

Full Time

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

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Engagement Delivery Lead