Mutual Opportunities
Insurance Operations Director
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 a Senior Director of Annuity In-force Services, you will be a critical member of the Life & Annuity In-Force leadership team, tasked with supporting customer and agent submitted transactions for Annuity products. This role will work closely with other service leaders, technology teams, legal, compliance and audit to ensure our products, processes and systems operate as designed, in a highly regulated environment, in support of our customers and advisors.
The Team
The Annuity In-force Services team is comprised of policyholder specialists, tech specialists and consultants with a variety of tenure in Operations. The team is responsible for complex transaction processing, research, and error corrections on active Annuity contracts. The team also works closely with our business partners in MM India, who support standard In-force workflows. Collaboration with Life In-force, Annuity Service Center, Actuary, Compliance, Law, Internal Audit, Shared Services and Business Support/BAU teams is critical for ongoing success of the department.
The Impact:
Participate actively as a senior member of the leadership team to achieve department specific goals and drive organizational performance. Demonstrate agility and resilience in a complex, evolving environment.
Lead individual development of team members by identifying opportunities for growth in both soft skills and technical skills. Provide a variety of opportunities to challenge and inspire team agility; mentor and empower associates to make sound decisions and take appropriate risks.
Evaluate business processes, optimizing workflows, offering feedback on requirements, identifying areas for improvement, and support the development/implementation of strategic initiatives including system enhancements and migrations.
Leverage data to understand team performance and adherence to KPI’s, and influence changes to processes, training, coaching models, to improve advisor, customer, and associate experiences.
Support MMUS strategic initiatives by leading the team in the transition of standard work to MM India teams – this includes updating procedures, monitoring trends and identifying process improvements. Act as a mentor to MM India leadership and encourage teams to establish ongoing communications with MM India business partners to provide constructive feedback, ensure alignment of customer/agent experience, and high standard of quality.
Partner with legal and compliance to execute new regulatory changes that impact internal business processes including changes to systems, controls and other processes. Advocate for our customers/advisors while balancing the needs of the business in all projects, as appropriate.
The Minimum Qualifications
4+ years' experience leading or managing people or teams
3+ years' experience demonstrating leadership capabilities via project work or strategic initiatives
Associate or Bachelor’s Degree
The Ideal Qualifications
5+ years' experience leading people/teams in Insurance Operations or Financial Services Industry
Experience working with Annuity or Life Insurance products
Experience as a change leader / navigating a team through organizational change and ambiguity
Big picture, critical thinker with the ability to identify & relate to business problems
Demonstrates maturity, professionalism, commitment, and passion
Ability to navigate the business environment, work with senior leaders and work cross-functionally with various organizations
Dynamic and proactive; flexible, resilient, and comfortable with ambiguity. Adapts quickly to changing business priorities; is open to new ideas and continuous learning
Demonstrates accountability by clearly conveying expectations; earns confidence and trust through ownership, commitment and follow-through
Strong written and verbal communication skills; adapts communication to meet the needs of the audience
Possesses high business acumen and emotional intelligence to build and sustain effective relationships
What to Expect as Part of MassMutual and the Team
Regular meetings with In-force Services leadership
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
Your ethics and integrity will be valued by a company with a strong and stable ethical business with industry leading pay and benefits
#LI-CR41
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: $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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