Job Description

The Opportunity

Do you want to be part of a team that encourages your growth, supports your ambitions and makes it a priority for you to reach your goals? Is helping people part of who you are? At MassMutual, we help millions of people find financial freedom, offer financial protection and plan for the future. We do this by building trust with our customers by being knowledgeable problem solvers and prioritize their needs above all else. Join the MMSD Client Experience and Service team in the new role of Life/DI Service Director. This is a great opportunity to join a growing team that is focused on our customers. This role will shape, implement, and enable processes that improve the client experience.

The Team

MassMutual Strategic Distributors:

MassMutual Strategic Distributors (MMSD) sits within MassMutual 3rd Party and New Markets business. MMSD has significantly grown top line sales by expanding existing and establishing new partnerships with IMOs, BGAs and financial institutions (wire houses, banks, broker-dealers) while making significant investments in technology, sales, operations, marketing, and product development. Our strategy is enabled by the dedicated teams across the enterprise where we will prioritize a dynamic, agile, and entrepreneurial culture. We provide financial professionals with consumer insights, research, comprehensive solutions and marketing support. Our goal in working with financial professionals is to help people secure their future and protect the ones they love.

We are looking for someone with a wealth of experience in Life and Disability Income operations, who can effectively lead and develop the team of relationship managers focused on supporting our customers post-issue. Candidates must have demonstrated experience making data-driven decisions in a fast-paced environment with a proven ability to quickly adjust in delivering a best-in-class experience. The role will be heavily involved in the day-to-day inforce operations and will drive the team to provide world class service to our distribution partners as they manage escalations and inforce requests.

The Impact:

Supporting the team by managing and tracking escalated post-issue cases that require intervention to better understand how we can improve the customer and advisor experience.

Support organization in building and executing strategy to optimize customer experience.

Build, coach, mentor and retain an effective team aligning skills to roles and aggressively managing to optimize employee performance.

Partnering closely with our internal sales leadership teams to position the team and the organization to support sales growth throughout the various channels.

Develop cross-functional relationships with leaders in sales, new business, post issue, advisor operations, compliance, product, training, and various firms.

Represent the client services organization in various cross department/organization meetings.

Represent the client services organization in various department and cross departmental projects

Advocate for the team of relationship managers, ensuring they are always set up for success.

Building relationships and partner with our technology teams to prioritize enhancements and tools needed to be successful.

Assess trending of metrics, quality, and resource assignments for required adjustments to be made and ensure daily service levels will be consistently met.

Assist in the development of analytics and key performance indicators for not only the client services organization.

Improving the team\xe2\x80\x99s proficiency, keeping abreast of latest industry development through continuing education, conferences, and industry events.

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:

5+ years prior leadership experience

3+ years 3rd Party Distribution Life and Disability Insurance industry experience

Ability to travel to various firms located across the country (estimated 25% travel)

The Ideal Qualifications

Undergraduate degree

Team leadership experience

Proficient experience & proven track record of managing relationships with firms and business partners

Knowledge of regulatory issues surrounding ownership of insurance products

Proven track record of managing escalated and high priority cases, ensuring solutions are provided in a timely manner

Proven track record of managing relationships with firms and business partners

Experience with building relationships with business partners and firm partners.

Position Location

You will be required to work from either our Springfield, MA or Boston office 3 days a week

#LI-RS1

What to Expect as Part of MassMutual and the Team?

Regular meetings with the MMSD team

Focused one-on-one meetings with your manager and your direct reports (4-5)

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

Salary Range: $104,900.00-$137,700.00

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\xe2\x80\x99ve been around since 1851. During our history, we\xe2\x80\x99ve 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\xe2\x80\x99s more than our company structure \xe2\x80\x93 it\xe2\x80\x99s 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 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

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