Must accommodate our HYBRID work model if within 50 miles of our Springfield location (3 days a week in office) ​

The Opportunity
The Insurance Operations Senior Director Helpline Services is responsible for leading and directing the activities of a team of 15-20 non-exempt direct reports who handle inbound, internet, and processing service requests supporting Specialty Services and Core Life while ensuring delivery of a best-in-class service experience. These teams work directly with our policyholders, advisors, and field personnel and customer care associates to respond to complex service inquiries and provide mentorship to new hires and ensure servicing needs are fulfilled accurately and timely.

The Team
This position is responsible for leading the Specialty and Support Services team. The team is comprised of Customer Care Associates and a Business Consultant.

The Impact:

• Provide primary support of our internal Help Line team assisting Customer Care Associates with their questions
• Oversee call escalations protocol
• Collaborate with Fraud Department to support fraud impersonation cases
• Ability to prioritize, manage and execute projects for helpline optimization
• Processing service requests and providing coaching with a high degree of accuracy
• Communicate effectively and demonstrates the ability to anticipate needs of all associates
• Works closely with the leadership team to identify/address trends and offer potential solutions
• Assumes ownership of team’s call work inventory ensuring timely and accurate resolution
• Ability to multi-task utilizing multiple systems for processing/coaching and communications
• Strong business acumen demonstrating the ability to work together to ensure team meets/exceed business metrics with consistency
• Actively engaged in continuous improvement service for internal and external customers that align with strategic milestones
• Evaluate business processes, identify areas for improvement, and support the development/implementation of strategic initiatives in partnership with peers and key business partners.

Minimum Qualifications

• High School Diploma
• 3+ years experience in insurance operations
• 3+ years experience in people management

Preferred Qualifications

• 7+ years experience in insurance operations
• 5+ years experience in people management
• Exhibit strong call handling skills and Quest proficiency
• Operational experience in a leadership role
• College Degree or equivalent work experience
• Lean@MassMutual Bronze certified
• Have an active development plan in Workday
• Dynamic and proactive; flexible, resilient and comfortable with ambiguity. Adapts quickly to changing business priorities; is open to new ideas and continuous learning.
• Strong written and verbal communication skills; adapts communication to meet the needs of the audience.

What to Expect as Part of MassMutual and the Team

• Regular meetings with the Specialty and Support team
• 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

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Salary Range:

At MassMutual, we focus on ensuring fair equitable pay, by providing competitive salaries, along with incentive and bonus opportunities for all employees. Your total compensation package includes either a bonus target or in a sales-focused role a Variable Incentive Compensation component.

Why Join Us.

We’ve been around since 1851. During our history, we’ve learned a few things about making sure our customers are our top priority. In order to meet and exceed their expectations, we must have the best people providing the best thinking, products and services. To accomplish this, we celebrate an inclusive, vibrant and diverse culture that encourages growth, openness and opportunities for everyone. A career with MassMutual means you will be part of a strong, stable and ethical business with industry leading pay and benefits. And your voice will always be heard.

We help people secure their future and protect the ones they love. As a company owned by our policyowners, 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.

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.

At MassMutual, we focus on ensuring fair, equitable pay by providing competitive salaries, along with incentive and bonus opportunities for all employees. Your total compensation package includes either a bonus target or in a sales-focused role a Variable Incentive Compensation component. For more information about our extensive benefits offerings please check out our Total Rewards at a Glance.