Head of Account Management New Business

Position Description:

The Account Management New Business leader is a leadership role requiring experience and understanding of the Life new business and underwriting processes and contractual expertise and understanding of Life applications and policies. Incumbents are responsible for working closely with the General Agents/Brokerage Agencies, Agency New Business Coordinators/BGA Case Managers, and Life and MMSD Producing Agents/Brokers through the Life application acquisition process, underwriting of the applications, issuance and placement of the contracts.  This role is responsible for building out and developing the teams that support our various sales channels and are engaged in proactive management of customer and advisor experience.  The New Business leader will build and maintain a culture of outstanding, proactive customer experience and continuous improvement throughout the New Business acquisition process which is critical to the success of our Sales channels and the New Business Customer Experience and directly impacts our sales creating opportunity to generate business. The leader in this role must be data driven, understand metrics, staffing models while being strategic and outcomes focused.

The New Business Lead will lead a team of Account Managers who are committed to driving strong business results and exemplary customer experience to our Distribution partners and their clients through our various sales channels. It will also be important to have a working knowledge of our underwriting process and life products portfolio to understand the advisor journey. This individual will be responsible for leading the department that has 5-6 Directors, and 96 Account Managers.

• Account Managers are the primary point of contact for aligned agency partnerships for all onboarding, service and support issues across distribution channels for all new business. They proactively own and manage an assigned agency’s business of business exceeding client expectations. This role is a true extension of our distribution partners; focused on creating a small company feel by reducing complexity and noise in the new business process, while insuring proactive placement of business.
• The leader will be accountable for setting the Account Manager strategy and engagement model including standard operating procedures, working norms, team engagement, and consulting with the field.  This will also include defining the approach to field travel and presentations as well as connecting on a regular cadence as an Account Management team both virtually and in person.  The leader will work closely with the Head of DI to ensure there is alignment in these practices.
• Advisor Experience is our ops strategy and central to the success of the overall program and the right leader will help tailor, measure and ensure success. Collaborating with MMI leadership and staff as well as workforce management, the Account Manager New Business leader will also help prioritize and coordinate daily production of work assigned to MMI and expert Case Managers ensuring service and quality standards are met.

As an Account Manager New Business leader you will be accountable for: 

• Setting the strategy and roadmap for the Account Management team and motivating leaders and employees around it.
• Effectively communicating the strategy, engagement model and expectations of the organization including regularly bringing together the Account Management team virtually and in person.
• Effectively managing escalations, regulatory exception requests and making key business decisions.
• Driving key metrics and measures of success.
• Partnering closely with our internal sales leadership teams to position the team and organization to support sales growth.
• Supporting firm relationships and representing team and organization at field office presentations and industry conferences presenting to large audiences and soliciting feedback for customer experience improvement.
• Providing coaching and guidance to Directors and Account Managers on field visits, presentations and problem solving.
• Developing strategies for the larger organization, understanding unit cost drivers and accountable for driving workflow consistency, innovation and discipline to ensure unit cost measures are met.
• Identifying process improvements, make business decisions on changes/improvements, collaborating to implement, track impacts and check and adjust as needed.
• Demonstrated strength and ability to interface with and influence key decision makers/clients through use of negotiation skills, dealing with ambiguity and conflict management.
• Demonstrated strength and understanding of customer expectations and "sense of urgency" resulting in the ability to influence the organization to meet and exceed customer expectations. 
• Developing cross-functional relationships with leaders in sales, compliance, product, training, scheduling, workforce Management (WFM), Quality Assurance (QA) and Case Management (CM) and Underwriting.
• Partnering with our technology teams to prioritize enhancements and tools ensuring resources are aligned to implement successfully.
• Identifying developmental strengths and weaknesses of assigned areas/teams and ensuring necessary programs and resources are made available to support development needs. 
• Developing and leveraging analytics and key performance indicators and hold staff accountable to those measures.
• Improving the team’s proficiency, keeping abreast of latest industry development through continuing education, conferences, and industry events.
• Responsible for synching up the experience to Underwriting as well as DI to create a seamless and consistent Agency experience.
• Identify success measures for the Account Manager program and monitor progress/digression against goals.
• Help check and adjust feedback of the performance of the account manager program. 
• Work with Client Advisor Experience team to adjust to feedback that lift overall NPS for life.
• Ensure Synchronization of case managers both onshore and offshore with Account managers to insure seamless experience.
• Work with our various field advisory groups to adjust the program to feedback, while also implementing agency advisory groups of a select few within the agencies that will rely on this program.

Qualifications

• Bachelor’s degree preferred. or equivalent experience.
• 10+ years of experience working in operations, program management or a related field.
• At least 5+ years of experience directly managing teams.
• 5+ years Life or MMSD Insurance industry experience including Brokerage General Agency and Third-Party Brokerage relationships.
• Understanding of the Life or DI new business and underwriting process, and/or contractual expertise on Life and DI applications.
• Demonstrated ability to define and successfully execute on a strategy
• Highly organized and detail oriented, ideally with an Agile or Continuous Improvement background, strong analytical and problem-solving skills.
• Ability to collaborate, negotiate, influence, build trust and maintain strong working relationships. 
• Candidates must have demonstrated experience making data-driven decisions in a fast-paced environment with a proven ability to quickly adjust to deliver a best-in-class customer experience. 
• Exceptional verbal and written communication skills. 
• Experience managing remote workforce ensuring collaboration, engagement and productivity.
• Experience documenting processes and developing new policies and procedures.
• Critical thinking skills to make business decisions impacting internal and external stakeholders. 
• Demonstrated ability to effectively navigate and successfully lead teams through an ever-changing environment.  
• Demonstrates strong energy level and a passion for service and performance excellence. Provides and promotes a best-in-class service experience.  
• Ability to communicate difficult decisions or negotiate with others to reach mutually beneficial solutions; seeks win-win.

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MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.

If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.