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Business Operations Consultant

Springfield, Massachusetts Customer Service Job ID R15713

The Team

The Workforce Management, Reporting & Analytics team, as a part of the larger operations organization, supports its business partners by providing insights through a combination of Data Visualization and Business Analytics. We are a nimble team of Professionals embedded in the organization, supporting real time needs and operational non-standard reporting, in order to drive improvement. We help customers understand their data and make data driven decisions by utilizing technology to blend data into digestible pieces - providing Leaders everything they need to make tactical and actionable strategic business decisions.

The Impact

The MassMutual Operations Workforce Management, Finance and Reporting & Analytics team is seeking a Business Operations Consultant with a focus on supporting daily operational activities and efficiencies within the Life and DI New Business & Underwriting organization. This role is critical to ongoing support of our operations and plays a key part in developing frameworks for innovative solutions allowing our customers to be more effective in their day to day management of our business.

Additional responsibilities include performing complex research and analysis to support business operations, distilling down the insights and presenting findings to manager and operational leaders to provide consultative direction on operational opportunities.

The role also develops recommendations to solve problems and overcome obstacles related to business operations and strategic initiatives.  This individual will be a critical member of the reporting and analytics team which continues to have growing responsibilities to support MassMutual’s digital first mindset and transform our operational landscape.

Minimum Qualifications:

  • 3+ years working experience in operational analysis supporting front line business customers
  • 3+ years' experience in business intelligence technologies and databases used to analyze, manipulate and present data to customers.
  • 3+ years' experience in using tools such as Tableau, Alteryx, Python, SQL, R, Power BI…etc.
  • 3+ years using Excel to provide insights and analysis

Preferred Qualifications:

  • Strong interpersonal communication, conflict management, coordination, and planning skills with cross functional teams
  • Ability to apply judgment to balance process compliance with achievement of business objectives
  • Monitor key business drivers tied to operational effectiveness such as productivity, efficiency, and daily service level results
  • Support monthly business review meetings with senior leadership
  • Analyze, trend and identify problem solving opportunities
  • Establish new ways of monitoring success, which may include KPI creation
  • Identify data and reporting optimization opportunities
  • Works independently and with management on high visible, divisional/cross-divisional complex projects
  • Sought as a key resource for resolution of unique or complex business problems
  • Be self-supportive in collaborating with peers to effectively deliver a robust solution for the business
  • Drive process improvements and highlight strategic gaps and risks
  • Serve as a conduit of knowledge between functional and technical teams as well as within the Workforce Management, Reporting & Advanced Analytics team
  • Act as a champion for analytics capabilities by communicating their benefits and how they can be implemented and leveraged across the organization.
  • Strong organizational skills and detail oriented
  • Insurance operations/Finance Services experience
  • Ability to communicate objectives, plans, status and results clearly
  • Ability to collaborate across diverse teams and organizations
  • Must be a self-starter with the ability to succeed with minimal supervision

What to Expect as Part of MassMutual and the Team

  • Regular collaboration with the Workforce Management, Reporting & Analytics and Finance teams.
  • Focused one-on-one time with your manager
  • Access to mentorship opportunities
  • Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQ, veteran and disability-focused Business Resource Groups
  • Access to learning content on Degreed and other informational platforms


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.
EEO Statement(Opens in new window)

MassMutual will accept applications on an ongoing basis until such time as a candidate has been offered employment.

Salary Range: $78,000.00-$102,400.00 Apply

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About MassMutual®

At MassMutual, we believe in the value of being together in our offices and in personal flexibility.

Our work environment is one where the majority of our team members work a hybrid schedule — working at least three days in the office (Tuesday, Wednesday and a third day) and the rest remotely, balancing flexibility with in-person collaboration. While the majority of our employees follow this hybrid model, some of our roles continue to be 100% on-site and others may be 100% remote, subject to business needs.

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, policyowners and customers, we are defined by mutuality and our vision to put customers first. 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. At MassMutual, we Live Mutual.

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