Full Description

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.