Field Service DirectorSpringfield, Massachusetts Customer Service Job ID R14145
Field Service Director, Advisor Operations
Full-Time, Hybrid, Springfield, MA
As a Field Service Director, you will be Responsible for tactical and short-term strategic Team leadership and direct people management responsibilities. You will use independent judgment and decision-making authority for Advisor Operation’s assigned Team ownership across Onboarding, Offboarding, Relationship Maintenance, Credentialing, Benefits, or Compensation functions. You will collaborate with management peers to drive options and solutions that are critical to business integrity and reach decision-making of escalated problem resolution through interpretation and application of regulating bodies’ rules; as well as internal Compliance and Legal guidelines. You will be responsible for daily people management including engagement, recognition, performance objectives, hiring, salary recommendation, Lean / Problem Solving principles and methodologies, and performance management; setting aggressive direction and service levels to be met based on business line strategy and objectives. You will represent Advisor Operations in direct engagement with Field and Company Leaders in varying business discussions and initiatives.
Advisor Operations strives to continuously improve upon the trust and confidence of our Business Partners by demonstrating accountability, ownership, innovation, and transparency across the functions Advisor Operations supports. We work with Career Agencies, Brokerage General Agents, Third Party Firm back offices, Regulators, States, and our internal business partners in assessing the business repute and credential validation of our selling producers and firms, and support the relationship lifecycle of producers and entities contracting with MassMutual and facilitating the accurate payment of compensation and reporting.
Responsibility for day-to-day results and tactical execution.
Build, coach, mentor and retain an effective team aligning skills to roles and aggressively managing to optimize employee performance.
Assess trending of metrics, quality, and resource assignments for required adjustments to be made to ensure daily service levels are met consistently.
Identification and coordination of training needs for various functions supported within the team (group or individual)
Utilize and lead Team Visual Management, including daily huddle facilitation and planning.
Effectively prepare for and facilitate Team problem solving activities.
Communicate clear vision; supporting strategy and objectives for team and build specific measures and metrics from which to track and report progress and results. Primary process ownership for key business application(s) and/or vendor(s).
Effectively collaborate with peers to actively contribute to development and delivery of strategies, service standards, and objectives for overall department.
Drive continuous improvement through use of Lean methodologies by implementing new procedures, standard work, workflows, and technologies that improve productivity measures, provide efficient use of resources, and reduce overall operational costs.
The Minimum Qualifications
2+ years of prior People Leadership experience
Due to the nature of this position, as a part of our background check process, candidates must be able to pass a non-registered background check to qualify as a fingerprinted person under FINRA.
The Ideal Qualifications
3+ years of People Leadership experience
Prior Financial Services Industry experience
What to Expect as Part of MassMutual and the Team
Regular meetings with your direct reports and the Advisor Operations Leadership Team
Focused one-on-one meetings 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
Your ethics and integrity will be valued by a company with a strong and stable ethical business with industry leading pay and benefits
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.
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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.