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Come Grow With Us

Director of New Business Onboarding and Implementation

Springfield, Massachusetts; Boston, Massachusetts

Job ID: R15971

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 help our customers secure their future and protect the ones they love. It also 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 makes MassMutual a strong, stable, and ethical business.

Our culture embodies the idea that we all are stronger and better through our support for one another. By valuing people for who they are, how they think, and what they bring to the table, we’ve become a better, more innovative company.

We invite you to explore the possibilities.

What our employees say

Roger Crandall
Roger CrandallCEO
“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

The Opportunity 

As the Director of New Business Onboarding and Implementation, you’ll lead a team of New Business Implementation Managers responsible for onboarding new client relationships. You will ensure the team is operating at a high level and delivering a memorable customer experience by establishing clear goals and tracking. You’ll maintain quality metrics and customer satisfaction scores by enabling the team to deliver service in a timely and high-quality fashion.

As we continue to grow, you will scale our customer processes and optimize for efficiency and customer experience. You will participate in developing new strategies to increase enrollment/participation, adoption of self-service tools, and customer advocacy across all customer segments. You will scale team operations by improving the customer experience from initial Implementation contact through the transition to ongoing customer service team. You will provide project support to enhance long-term strategies to support our growing Worksite product portfolio. 

The Team 

The Worksite Insurance business is growing as we aim to reach middle class workers in support of the company’s vision to provide financial well-being to all Americans. Worksite has achieved success in recent years distributing our Group Voluntary and Executive products through our multi-channel distribution relationships. In addition to your team members, you will work closely with members of the Internal Sales, Enrollment Technology and Account Management teams.

The Impact

As the Director of New Business Onboarding and Implementation, your responsibilities will include but not limited to the following:

  • Manage and grow a team of Customer Implementation managers
  • Increase customer satisfaction, enrollment rates, and adoption
  • Lead team to success through data driven decisions and insight
  • Oversee root cause processes to ensure improvements are identified and implemented
  • Strategically lead and develop team to enhance performance by setting clear accountable performance measures
  • Identify and provide feedback through 1on1s, including the use of personal development plans and coaching, while creating growth and learning opportunities for the team
  • Develop procedures and policies to increase the quality and efficiency
  • Oversee processes for reporting high value activities and manage team’s capacity to staff individuals to projects and proactively identify staffing needs
  • Empower and engage the Implementation Management Team 

The Minimum Qualifications 

  • 7+ years of experience in the Group or Voluntary Benefits industry
  • 3+ years of experience leading onboarding/implementation teams, projects or initiatives
  • Bachelor’s degree or a H.S. Diploma with 10+ years of experience in the Group or Voluntary Benefits industry in lieu of a degree

The Ideal Qualifications 

  • Demonstrated success in a role requiring strong attention to details, teamwork, and initiative
  • Demonstrated capacity management and process improvement capabilities
  • Excellent written and verbal communication skills

What to Expect as Part of MassMutual and the Team 

  • Regular meetings with the New Business Onboarding and Implementation team
  • Focused one-on-one meetings with your manager 
  • Access to mentorship opportunities  
  • 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 
  • Your ethics and integrity will be valued by a company with a strong and stable ethical business with industry leading pay and benefits 

#LI-BC1

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: $110,400.00-$144,900.00

Hiring Process

  • Explore

    To get started, 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 to receive information on jobs that may interest you and stay up-to-date with the latest MassMutual news.

  • Apply

    To apply for a specific position, please 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. Coordinating calendars for interview schedules can take time, so your patience and flexibility is appreciated.

  • 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!

Recruitment Fraud Awareness

Job recruiter fraud is a scam by impostors posing as recruiters or representatives of a company promoting fake job opportunities to job seekers.

MassMutual will never ask job candidates to pay any kind of fee, make cash or check advancements, cash checks or make an investment in any product or service or provide information such as credit card numbers or banking PIN numbers as part of our hiring process.

If you are contacted by anyone asking for information outlined above it is likely fraudulent. If you have any concerns about the veracity of a request, please contact us directly to verify its legitimacy.

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

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 embrace diversity in every sense, focusing on building a thriving community where everyone is valued, included, and feels that they belong.

At MassMutual, we Live Mutual.

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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 $1250 annual wellness wallet, and up to 320 hours of caregiver leave.

Explore some of our offerings below. Full benefits details can be found here

  • In addition to generous vacation time, paid holidays, and flexible holidays, MassMutual offers 'take care' time to take care of yourself or someone you love—whether for physical illness or mental health.
  • Medical and dental insurance
  • Life, disability short-term and long-term insurance
  • Well-being wallet: $1,250 per year for a wide range of qualifying wellness expenses
  • Well-being support: Mindfulness, nutrition, fitness
  • Personalized mental health solutions
  • Adoption and surrogacy reimbursement programs
  • Competitive salary and bonuses
  • 401(k): Up to 10% total benefit, consisting of a 5% company match and a 5% annual contribution
  • Educational assistance program
  • Childcare support
  • Financial counseling
  • Caregiver Leave (up to 320 hours)
  • Maternity Leave (a total of 18 weeks, 10 maternity + 8 parental)
  • Parental Leave (8 weeks for all parents, birth or adoption, continuous or intermittent)
  • Bereavement Leave: Up to 15 days to mourn the loss of a loved one, and you define 'loved one'
  • Matching Gift: 100% match on employees’ charitable contributions to non-profits up to $5,000
  • Volunteering: Three paid days for employees to volunteer with eligible nonprofits of their choice
  • Matching time: MassMutual Foundation awards dollars to organizations for which employees volunteer
  • Qualified Commuter Program through which eligible employees can pay qualified workplace commuting expenses with before-tax dollars
  • Commuter wallet option for employees based at Boston and NYC campuses

Why MassMutual?

Kevin
Compliance Consultant
Seth
Service Management Consultant
Kymberly
Head of Experience Journey Mapping

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.

   

  

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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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