Business Consultant

MassMutual • Springfield, MA

2d

About The Position

As a Business Consultant you’ll serve as a subject matter expert, coordinating a variety of initiatives. From deploying new product features and streamlining internal workflows, to identifying opportunities for operational improvements, you will help ensure that strategic improvements are executed successfully on behalf of our Life & Annuity In-Force Services team. This position is ideal for someone who excels at cross-functional collaboration, is passionate about innovation in operational processes, and thrives on driving meaningful change in a dynamic environment. The Team The Life & Annuity In-Force Services team plays a critical role in transaction processing, research, and error resolution on over 2 million active Life & Annuity contracts on behalf of our advisors and customers. Additionally, the team works closely with our global business partners, who support standard processing. Collaboration with the Customer Care Centers, Actuary, Compliance, Law, Internal Audit, Shared Services, and Business Support teams is critical to ensure operational excellence across lines of business. The Impact In this role, you will be instrumental in driving operational excellence across the Life & Annuity In-Force Services organization. You will work to operationalize various efforts spanning product deployment, problem-solving, continuous improvement, process design, and customer experience – all within the context of In‑Force Services. Your role is about translating business strategy into effective operational execution that benefits our advisors and customers. Your key contributions will include: Strategic Initiative Execution & Stakeholder Engagement: Support and operationalize cross-functional initiatives (such as new product launches and process improvements) from planning through successful deployment. You will collaborate across the organization to implement improvements that align with our team’s strategic goals, ensuring that high-level plans are translated into tangible results. Customer Experience Enhancement: Champion advisor and customer-focused improvements by identifying pain points in our functions and processes. Implement practical solutions that elevate the service experience and enhance both advisor and client satisfaction. Data-Driven Problem Solving: Leverage data insights and digital tools to address complex operational challenges. Provide measurable, data-informed solutions to improve performance, and stay current on relevant emerging technologies to continuously inform and enhance our operational practices. Process Optimization & Innovation: Develop a deep understanding of our cross-functional workflows and serve as a key subject matter. Design scalable, efficient processes (with clear documentation) tailored to our business needs. Apply digital innovation to streamline operations, improve efficiency, and reduce errors in day-to-day service delivery. Agile Leadership & Adaptability: Lead and support projects and continuous improvement efforts within the In-Force Services team. Adapt swiftly to changing business priorities and foster an agile, improvement-focused culture in our fast-paced environment. This role is centered on operationalizing strategy and driving improvements within the Life & Annuity In-Force Services business unit. If you are an execution-focused team member who excels at cross-functional collaboration and is passionate about optimizing operations to better serve customers and advisors, this opportunity offers a chance to make a significant impact on our organization’s success while working at the heart of our in-force services team.

Requirements

• 4+ years of experience leading medium+ scale initiatives, with demonstrated ownership of scope, stakeholder engagement, and execution in a cross-functional environment OR 4+ years of experience in initiative or project management, business consulting, technical or operational delivery, or related experience
• High School Diploma

Nice To Haves

• Strategic Vision and Execution: Strategic, big-picture mindset focused on business outcomes; broad cross-functional perspective; able to translate strategy into structured, actionable plans and drive execution.
• Data and Analytical Experience: Demonstrated experience with data analysis and/or business intelligence tools; comfortable interpreting data and identifying trends to inform decision-making; ability to translate insights into practical strategies; working knowledge of key data concepts (e.g., KPIs vs. metrics).
• Collaboration and Communication: Excellent interpersonal and communication skills; approachable and collaborative across all levels; able to synthesize complex information and present it clearly; shares knowledge and mentors others; strong stakeholder engagement skills; high emotional intelligence and team leadership potential.
• Adaptability and Resilience: Resilient and calm under pressure; comfortable with ambiguity and change; effectively manages multiple priorities in a fast-paced environment; demonstrates a growth mindset with commitment to continuous learning.
• Industry and Technical Acumen: In-depth knowledge of life and/or annuity insurance products; familiarity with agile methodologies and change management principles; tech-savvy (leverages automation and artificial intelligence to enhance customer experience and operational efficiency); experience in customer experience design and journey mapping.

Responsibilities

• Strategic Initiative Execution & Stakeholder Engagement: Support and operationalize cross-functional initiatives (such as new product launches and process improvements) from planning through successful deployment. You will collaborate across the organization to implement improvements that align with our team’s strategic goals, ensuring that high-level plans are translated into tangible results.
• Customer Experience Enhancement: Champion advisor and customer-focused improvements by identifying pain points in our functions and processes. Implement practical solutions that elevate the service experience and enhance both advisor and client satisfaction.
• Data-Driven Problem Solving: Leverage data insights and digital tools to address complex operational challenges. Provide measurable, data-informed solutions to improve performance, and stay current on relevant emerging technologies to continuously inform and enhance our operational practices.
• Process Optimization & Innovation: Develop a deep understanding of our cross-functional workflows and serve as a key subject matter. Design scalable, efficient processes (with clear documentation) tailored to our business needs. Apply digital innovation to streamline operations, improve efficiency, and reduce errors in day-to-day service delivery.
• Agile Leadership & Adaptability: Lead and support projects and continuous improvement efforts within the In-Force Services team. Adapt swiftly to changing business priorities and foster an agile, improvement-focused culture in our fast-paced environment.

Benefits

• Regular meetings and working session with the Life & Annuity In-Force Services team, business and vendor partners
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees