Mutual Opportunities
Head of A360 Operations
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
The Opportunity
As Head of A360 Operations, you be responsible for managing a team of people who manage and execute on various operational plans and responsibilities for A360 including the Support Center, Field Relationship Management as well as various business/operational functions that support the A360 platform.
The Team
As part of Brand, Product and Affiliated Distribution, the Distribution Platforms, Readiness and Strategy team is responsible for driving strategy and execution related to technology, governance, reporting, readiness and change management to support MassMutual’s product, marketing, and distribution organizations. Within our organization, we place a premium on creating a diverse and inclusive team, aligning priorities with key markets and distribution channels, while nurturing partnerships with key stakeholders based in transparency and accountability.
The Impact:
This role requires broad partnership throughout the MassMutual Enterprise; you will be regularly collaborating with home office and field leaders to understand platform needs, incidents, and opportunities to improve and lead resources toward resolution. This role requires consistently acting in accordance with best practices and committing to exceeding our internal and external customers’ expectations in support of MassMutual’s strategic vision through strategic management of the operations of the Advisor360 platform.
You will lead a team charged with responsibility for servicing the needs of our field and home office platform users through the A360 Support Center. This includes several areas of support - including but not limited to:
first line of defense to assist our Practice Development Specialist when they run into an issue with the platform or have a field user that needs support
assist home office users who run into an issue with the platform or have questions and/or need data
work with the A360 vendor to resolve and prioritize open tickets (incidents, defects, questions, requests)
support CRM conversions into the A360 CRM
test and become a subject matter expert on new functionality in the platform
identify support trends and partner with our home office teams and the A360 vendor to implement solutions to reduce ticket volume
You will have oversight responsibility for the A360 Relationship Managers. These Relationship Managers are aligned regionally to the MMFA distribution channel and are responsible for a number of areas of support - including but not limited to:
recruiting assistance through platform demos, etc.
proactive work with our field partners for growing platform engagement through training, awareness, and trouble shooting
handling escalated requests from our field partners
operating as SMEs for the platform and presenting as such in a variety of forums
test new functionality in the platform
representing the platform and/or providing training and best practices in a number of venues such as MassMutual Academy
Additionally, you will lead associates responsible for various operational duties that inform the A360 platform. These area include but not limited to:
liaison for the Digital Experience AAX and GAX
pulling various metrics and results for a number of publications and sharing with leadership
preparing presentations
handling escalated requests from our field partners
The Minimum Qualifications
Bachelor’s Degree or equivalent work experience.
10+ years of experience managing multiple, complex projects/programs.
7+ years managing people/teams.
Strong communication skills including the ability to communicate clearly and effectively with individuals across the organization and at all levels across all mediums (verbal, written, presentation).
Strong analytical, problem-solving skills and data-driven mindset that translates into leadership skills.
Strong presentation skills; track record of developing and delivering high- impact presentations; effective public speaking.
Sound business judgment in an environment of rapid change – ability to respond to changes in direction, tight deadlines, and high-pressure situations.
Comfortable dealing with both complexity and ambiguity, and able to explore multiple solutions to a problem.
Strong analytical, problem-solving skills and data-driven mindset that translates into leadership skills.
Broadly recognized as an effective, strong collaborator.
Ideal qualifications include:
10+ years of experience managing enterprise-level initiatives.
5+ years of experience with insurance/investment distribution channels and/or operational/service capabilities.
Familiarity with MassMutual affiliated and third-party distribution systems.
Strong financial acumen including distribution/advisor knowledge.
Additional critical competencies include:
Excellent negotiation skills.
Strong interpersonal skills.
Attention to detail.
Ability to act courageously and with confidence.
Interact with all levels of leadership.
Demonstrating agility; effectively manage in a changing environment.
Exceptional analytical, problem-solving and decision-making skills.
What to Expect as Part of MassMutual and the Team
Regular meetings with the Distribution Platforms and Readiness 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.
#LI-LS1
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.
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: $156,000.00-$204,700.00
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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