Disability Income Business Operations Consultant

MassMutual • Springfield, MA

9d • Onsite

About The Position

As a Disability Income Business Operations Consultant, you will serve as the primary representative of the DI Customer Care team on both tactical and strategic projects related to Disability Income call infrastructure and post-issue service processing. This includes supporting new initiatives and enhancements to Disability Income products, overseeing system migrations, and leading production support. You will work within a dynamic, innovative, and collaborative environment focused on enhancing tactical and strategic initiatives for DI products, call center operations, and post-issue processing, all aimed at delivering exceptional experience. Additionally, you will act as a key point of contact for projects involving the call center and all post-issue service functions.

Requirements

• Bachelor’s Degree or Associate’s Degree and 7+ years of business analysis experience
• 5+ years of experience in business analysis
• 2+ years of experience in process analysis and continuous improvement
• 2+ years demonstrated in root cause analysis and pattern identification
• 2+ demonstrated ability to lead ing both tactical and strategic projects
• 2+ years of experience presenting project updates, business recommendations, or operational results to leaders, business partners, or cross-functional stakeholders, with demonstrated verbal and written communication skills.

Nice To Haves

• Bachelor’s degree in business administration, Information Technology, Engineering, or a related field
• DI Product knowledge
• In-depth knowledge of operational management and technical expertise to serve as a decision-maker for DI service and post-issue functions
• Experience managing complex cases with attention to detail
• Effective collaboration, negotiation, influence, and relationship-building abilities, with a focus on humility, respect, urgency, curiosity, and courage
• Exceptional verbal and written communication skills, ability to present project updates to senior leaders and business partners
• Positive, inclusive, agile, and collaborative approach
• Commitment to customer focus, innovation, strategic thinking, and influencing outcomes
• Critical thinking and problem-solving skills, utilizing data for resolutions
• Ability to independently apply knowledge, address issues, and engage in constructive conversations to improve service
• Organizational skills to prioritize tasks and manage multiple responsibilities effectively
• Flexibility to handle changing priorities
• Enthusiasm to work with a global team

Responsibilities

• Manage senior-level escalations with precision, ensuring timely analysis and resolution.
• Deliver complex decisions promptly and accurately to colleagues and stakeholders.
• Elevate service delivery for customers and advisors by acting on feedback from the AAX Committee.
• Partner across teams to solve complex business challenges and spearhead project initiatives.
• Promote a culture of exceptional customer service, innovation, and adaptability.
• Participate in analysis, requirements gathering, testing, and communication for major projects.
• Keep guidelines and SOPs current and relevant.
• Spot process gaps and recommend actionable improvements.
• Apply analytical skills to assess risks and resolve issues effectively.
• Use insights to inform decisions and craft impactful communications.
• Contribute to departmental strategy and continuous process optimization.

Benefits

• Competitive salaries
• Incentive and bonus opportunities
• Total compensation package includes either a bonus target or in a sales-focused role a Variable Incentive Compensation component.
• Industry leading pay and benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree