Responsibilities

• Manage and optimize delivery processes to ensure seamless operations and high-quality outcomes.
• Monitor daily workflow allocation, queue management, operational dashboards, WFM inputs.
• Ensure compliance with licensing restrictions, process controls, QA, audit standards.
• Conduct RCA for quality issues and drive continuous improvement initiatives.
• Provide performance coaching, conduct monthly reviews, and manage skill upgrades.
• Coordinate with PMO, WFM, Training, QA, and Tech teams during transition and steady state..

Required Skills / Experience

• Possess strong analytical skills to evaluate delivery performance and drive improvements.
• Exhibit excellent communication skills to facilitate collaboration and stakeholder engagement.
• 12+years overall, with at least 4-5 years leading insurance broking teams.
• Strong cross‑line expertise in Personal Lines, Commercial Lines, Employee Benefits.
• Ability to manage multi‑location or hybrid ODC models.

• Familiarity with transition metrics, capacity models, and SLA frameworks

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• Display commitment to continuous learning and professional development in delivery management.
• Maintain a proactive approach to problem-solving and innovation in delivery processes.

The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

• Cognizant is a global community with more than 300,000 associates around the world.
• We don’t just dream of a better way – we make it happen.
• We take care of our people, clients, company, communities and climate by doing what’s right.
• We foster an innovative environment where you can build the career path that’s right for you.

About us:
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2025) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.

Disclaimer:
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.