Business Consultant, Operations

MassMutual•Springfield, MA

About The Position

As a Business Consultant, you will support the servicing of advisor and customer requests for our Life products while gaining hands-on experience in operations, digital tools, and customer experience strategy. You will become a key player in transforming how we serve millions of customers and advisors, solving meaningful problems, and improving lives through service excellence. The Team The Life & Annuity In‑Force Services team supports over 2 million active contracts through critical transaction processing, research, and issue resolution. We partner across the business—including MM India, Customer Care, Actuary, Compliance, and more—to ensure smooth, accurate, and customer‑focused operations. As a Business Consultant, you’ll learn our core processes, analyze opportunities for improvement, and help enhance the advisor and customer experience through technology, feedback, and thoughtful process redesign. The Impact In this role, you’ll jump right into learning how our In‑Force processes work and help us uncover new ways to make them better. You’ll use data, technology, and real customer and advisor feedback to spot patterns, solve problems, and recommend improvements. Whether documenting processes, supporting cross‑functional teams, or contributing to agile projects, you’ll play a key part in creating smoother, smarter experiences for both customers and advisors. You’ll thrive in a fast‑paced environment where priorities can shift quickly—and your ability to adapt, collaborate, and think creatively will make a real impact. You’ll also work with insights from resource‑planning models to help optimize workflows and strengthen our service delivery.

Requirements

High School Diploma
2+ years of project management, continuous improvement, consulting, or business analysis experience
1+ year of experience with digital tools and emerging technologies (Copilot/GenAI, Microsoft 365 or similar tools)
1+ years demonstrated experience managing multiple priorities and meeting deadlines

Nice To Haves

Bachelor’s Degree
A passion for helping others and shaping exceptional customer experiences
Comfort working with complex data to inform smart decisions and uncover opportunities
Strong problem-solving ability and analytical skills
Creative, curious, and bold enough to ask the questions that spark innovation and drive progress
Effective communication skills and a team-first mindset
Emotional intelligence and adaptability
Team-oriented with a growth mindset and commitment to continuous learning

Responsibilities

Assessing opportunities to use current and emerging technology to analyze data, streamline workflows, and support decision-making.
Analyzing and conducting trend analysis on customer and advisor feedback to identify pain points and opportunities for improvement.
Documenting and optimizing processes to improve efficiency and reduce friction for advisors and customers.
Supporting cross-functional teams to solve problems and implement customer-centric solutions.
Contributing to agile initiatives, adapting to changing priorities, and supporting continuous improvement efforts.
Navigating a fast-paced environment, adapting to shifting priorities, and supporting team efforts to improve processes and outcomes.
Leveraging insights from demand and capacity models to enhance resource planning, optimize workflows, and support effective service delivery.

Benefits

Regular meetings with the Life & Annuity In‑Force Services 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
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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