The Opportunity

As a Director in Life In-force Services, you will be a critical member of the Life In-Force leadership team, tasked with supporting customer and agent submitted transactions for Life 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 Life 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 transaction processing, research, and error corrections on active Life Insurance contracts. Additionally, the team works closely with our business partners in MM India, who support the standard In-force workflows. Collaboration with Life In-force, Life Service Center, Actuary, Compliance, Law, Internal Audit, Shared Services and Business Support/BAU teams is critical for ongoing success of the department.

The Impact:

• Lead a team of associates and business consultants responsible for processing financial and non-financial transactions for Life contracts/products and providing ongoing communication to impacted customers/agents.

• Participate actively as a 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; empower associates to make decisions and take appropriate risks.

• Motivate team members to exert the necessary effort to attain organizational goals; lead by example and promote positive performance, while providing constructive feedback.

• Participate in various projects and strategic initiatives including business requirements gathering, design efforts and testing of key systems changes / migrations.

• Evaluate business processes, optimize workflows, offer feedback on requirements, identify areas for improvement, and support the development/implementation of strategic initiatives in partnership with peers and key business partners.

• 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.

• Work collaboratively across In-force Operations with leaders, consultants and staff. Encourage open communication and strong working relationships with all business partners including but not limited to Life In-force teams, ASC, LSC, Claims, Payment Services, Business Support and Shared Services.

• 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

• 3+ years of experience leading or mentoring people/peers

• 3+ years experience participating in projects or strategic initiatives

• High School Diploma

• Due to the nature of this position, as a part of our background check process, candidates must be able to pass a non-registered fingerprint background check to qualify as a fingerprinted person under FINRA

The Ideal Qualifications

• 1+ years experience in an operational management position or managing direct reports

• Experience in an operations service center

• Bachelor's Degree

• 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.

• Encourages direct and open discussions about important issues; fosters trust and confidence by being inclusive of others’ ideas and opinions.

• Possesses high business acumen and emotional intelligence to build and sustain effective relationships

• Be a change leader that is confident with navigating a team through organizational change and ambiguity.

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

• 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

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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.