Mutual Opportunities
Account Management Director – South Central Region
Springfield, Massachusetts
Thank you to our employees for voting us one of the top places to work in Massachusetts for five consecutive years!
Overview
A career with us means you’ll work alongside exceptional people and be empowered to reach your professional and personal goals. Our employees are at the foundation of what enables MassMutual to deliver on our purpose to help people secure their futures and protect the ones they love.
We embrace the idea that we all are stronger and better through our support for one another. We strive to create a culture where employees feel valued and are celebrated for who they are.
“Since our founding in 1851, mutuality has put our policyowners at the center of everything we do. At our core, we’re a company of people helping people in their time of need, and that spirit extends to the culture we’ve built at our company. Our employees support and rely on each other each day, collaborating to deliver the best solutions for our customers and help millions more secure their future and protect the ones they love.”
Job Description
Account Management Director – South Central Region
Life New Business
MassMutual Operations
Full-Time (Hybrid Office – Springfield, MA)
The Opportunity
The Regional Account Management Director is a key leadership role within Life New Business responsible for developing and executing strategies that ensure a best-in-class service experience and foster enduring, trusted relationships with our distribution partners. This role requires a dynamic, visionary leader who can inspire a team, earn trust with internal stakeholders, and consistently deliver exceptional business results that advance both the company’s and organization’s objectives.
The Team
This critical role is part of the Life New Business Account Management organization and will report directly to the Head of Account Management. Our teams deliver crisp, clear communication, exemplary service and relationship management for all life new business submissions, shepherding each case through the new business lifecycle from submission to commission. We are collaborative, relentlessly focused on the customer experience and like to have some fun along the way! If this sounds like an environment where you would thrive, we encourage you to apply.
The Impact
- Strategic Leadership: Develop, implement, and refine the account management strategy to continuously elevate service standards and optimize field engagement. Uphold a clear vision and set measurable goals for the team, aligning efforts with broader organizational priorities.
- Team Management: Lead, mentor, and grow a high-performing team of account managers, fostering a culture of excellence, collaboration, and accountability. Oversee hiring, training, coaching, and performance management to ensure the team’s professional growth and success.
- Relationship Stewardship: Serve as the leadership point of contact for General Agents and key distribution partners, building strong, trust-based relationships. Act as an advocate for firms’ needs and priorities, ensuring that service delivery exceeds expectations and aligns with department goals.
- Service Excellence: Oversee the delivery of best-in-class service, continuously seeking opportunities to enhance processes, resolve challenges, and anticipate needs. Implement feedback mechanisms and performance metrics to monitor and improve service quality.
- Operational Oversight: Establish and maintain efficient processes, tools, and reporting mechanisms that support consistent, high-quality service. Ensure the team adheres to business unit standards, risk management practices, and internal policies.
- Data-Driven Insights: Analyze performance metrics, market trends, and firm feedback to inform strategy and drive continuous improvement. Prepare and present regular reports to senior leadership, highlighting successes, opportunities, and risks.
- Issue Resolution: Proactively uncover potential challenges and swiftly resolve escalations, acting as a trusted problem-solver and assuring firm leadership and staff of the company’s commitment to their success.
- Advocacy and Representation: Represent the company at industry events, conferences and field agency visits, showcasing our values and dedication to excellence.
The Minimum Qualifications
- High School Diploma or GED
- 5+ years Financial Services customer service experience
- 1+ year experience in a people leader role, manager or team lead function or similar role
The Ideal Qualifications
- Bachelor's Degree
- 7+ years' experience providing customer/operational service in the financial services industry
- 5+ years people leadership experience
- Experience managing teams through change
- Strong communication skills, both verbal and written
- Ability to work independently, balancing priorities and adjusting throughout the day
- Experience developing associates at all levels of experience
- Proven experience driving continuous process improvements and increasing operational efficiencies
- Strong analytical/problem solving skill solving
- Strong written, verbal, and interpersonal communication skills
- Organization navigation skills
- Continuous improvement mindset
What to Expect as Part of MassMutual and the Team
- Regular meetings with the Account Management team
- Focused one-on-one meetings with your manager
- Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQIA+, veteran and disability-focused Business Resource Groups
- Access to learning content on Degreed and other informational platforms
#LI-JA1
MassMutual is an equal employment opportunity employer. We welcome all persons to apply.If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.
MassMutual will accept applications on an ongoing basis until such time as a candidate has been offered employment. The job description includes the main duties of this position, which may evolve over time. You may be required to perform other duties not listed.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.
Salary Range: $107,700.00-$141,300.00
Hiring Process
Explore
Explore our open jobs by clicking 'search jobs' to find a position that aligns with your experience and skills. You may also consider joining our Talent Network.
Apply
Click the “apply” button on that job posting to complete and submit your application. Your application will be reviewed by a recruiter, which, due to the volume of applications received, may take some time as we carefully consider each application.
Screen
After your application has been reviewed, if you meet the qualifications for the role, a recruiter will reach out to you to start a conversation.
Interview
If you are invited for an interview, you will be scheduled to meet with the hiring manager and hiring team.
Offer
If you are extended an offer to join MassMutual and accept, your start will be contingent upon a satisfactory background check.
Hire
If you accept the offer, we will be so excited to welcome you to the MassMutual community!
If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.
By the numbers*
- 88% of employee respondents say they are proud to work at MassMutual
-
90
% of employee respondents say they feel encouraged to bring forth new ideas - 86% of employee respondents say MassMutual cares about and supports the well-being of their employees
*Source: 2024 MassMutual employee engagement survey
Award-Winning Culture
MassMutual is guided by a single purpose: We help people secure their future and protect the ones they love. As a company operated for the benefit of our members and participating policyowners, we are defined by mutuality and our vision to provide financial well-being for all Americans. It’s more than our company structure — it’s our way of life. We are a company of people protecting people. Our company exists because people are willing to share risk and resources and rely on each other when it counts.
We strive to build a thriving community where everyone is valued, included, and feels that they belong.
At MassMutual, we Live Mutual.
How We Work
MassMutual’s flexible workplace approach combines the importance of connecting in person and the flexibility of working remotely. Our hybrid model puts collaboration first with employees coming in at least three days per week to our spectacular campus settings and also enjoying the flexibility of remote Fridays, company-wide remote weeks, and a bank of flexible remote weeks to use throughout the year.
Benefits for the whole you (and your loved ones)
There’s more to your life than your job and there’s more to your aspirations than a paycheck. We take a holistic view of compensation and benefits that provides the flexibility to create a healthy balance in your life for work, family, and community. We offer the benefits you’d expect, like medical, dental, 401(k), and generous vacation time, but we also offer ones you might not expect, like three paid days for volunteering, a $1,250 annual Well-Being Wallet, and up to 320 hours of caregiver leave.
Explore some of our offerings below. Benefit details can be found here.
Why MassMutual?
Kevin
Compliance Consultant
Seth
Service Management Consultant
Kymberly
Head of Experience Journey Mapping
where we work
Springfield Office
1295 State Street, Springfield, MA
Boston Office
10 Fan Pier Blvd, Boston, MA
New York Office
2 Park Ave,
New York, NY
Virtual
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