Business Operations Director

MassMutual•Springfield, MA

About The Position

The Opportunity As a Director within Annuity New Business, you will be a critical member of the Annuity New Business leadership team, tasked with supporting field partners on new business applications. This role will work closely with other service leaders, third party administrators and a variety of field partners, to ensure we deliver a high-quality service experience. The Team This position leads the Variable Annuity New Business team, a group of highly skilled Case Managers responsible for delivering a top-tier service experience to MMFA and Third-Party Distribution partners. The team is cross trained across multiple new business functions, allowing them to provide flexible support as sales volumes shift. To support our strategic goal of expanding in the Variable Annuity market, we are advancing technology, product, and customer experience improvements. This role offers an exciting opportunity to guide the team through new developments while supporting continued sales growth. The Impact: Lead a team of associates responsible for providing exceptional service to field partners. 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 and creating a culture that inspires and motivates the team. Evaluate business processes, 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, to improve advisor, customer, and associate experiences. Work collaboratively with business partners across Operations, Third Party Distribution and New Markets, and Third party administrator staff to achieve goals that improve the advisor experience, gain operational efficiencies, and reduce unit cost.

Requirements

High School Diploma
3+ years of annuity operations, life insurance operations, brokerage operations or new business processing experience
2+ years of experience as a people leader, responsible for managing direct reports OR 2+ years demonstrating informal leadership by guiding, coaching, and supporting colleagues in their day-to-day work.
2+ years demonstrated experience analyzing business processes and implementing process improvements to improve efficiency, quality, or customer experience
2+ years demonstrated experience prioritizing work, managing competing priorities, and working effectively in a fast-paced environment

Nice To Haves

2+ years' experience with Annuity products
Operational experience in a leadership role
College Degree
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.

Responsibilities

Lead a team of associates responsible for providing exceptional service to field partners.
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 and creating a culture that inspires and motivates the team.
Evaluate business processes, 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, to improve advisor, customer, and associate experiences.
Work collaboratively with business partners across Operations, Third Party Distribution and New Markets, and Third party administrator staff to achieve goals that improve the advisor experience, gain operational efficiencies, and reduce unit cost.