Head of Worksite Service Delivery

MassMutual • Springfield, MA

296d • $163,900 - $215,000 • Remote

About The Position

Reporting to the Head of Worksite Customer Experience, the Head of Worksite Service Delivery will lead the strategic transformation of Worksite Voluntary Benefits client service. This role will be responsible for the delivery and direct oversight of the domestic based day-to-day executive benefit products (EGL & DI) operations. Serve as the main point of contact for our TPA relationships. Will work in collaboration with a third-party administrator, including claims and billing processing, call center operations, mailroom management, and policy administration to manage the Voluntary Benefits service delivery for Worksite. Will also work in conjunction with MassMutual's Global Business Services team to align on strategic initiatives.

Requirements

• 15+ years of overall CX/Operations experience in the Financial and Insurance Services Industry.
• MBA or other relevant advanced degree strongly preferred.
• Proven experience working with a third-party administrator in a global geographical footprint.
• Large scale, cultural, organizational, process and platform transformation experience.
• Strong understanding of insurance operations, including claims processing, underwriting and policy administration.
• Experience in implementing and managing business engagements, running due diligence, defining terms of relationship, governance structure and continuous improvements expectations.
• Strong understanding of all stakeholders' roles - Business & Technology Architect, Service Delivery Lead, Digital Lead, Vendor & Project Management.
• Knowledge of advisor/customer experience tools.

Nice To Haves

• Strategic thinking and vision with excellent problem-solving abilities.
• Customer focused mindset with a lean towards leveraging digital capabilities.
• History of building relationships with key stakeholders, engage and influence.
• Exceptional communication, influencing and relationship-building skills.
• Strong organizational/people leadership experience, leading teams of various sizes through growth and change.
• Talent identification and experience in building effective cross-functional teams.
• Ability to work independently in a fast-paced environment as well as lead and manage teams and multiple projects simultaneously, while adapting to changing priorities.
• Detail-oriented with a focus on delivering high-quality results.
• Remain up to date on industry trends and best practices.

Responsibilities

• Build Worksite Operations & Client Services Technology & Delivery Roadmap, including sourcing and partnerships.
• Develop Customer journey maps.
• Define KPIs and SLAs.
• Develop comprehensive project plans, including timelines, milestones and resource allocation.
• Coordinate and lead cross-functional teams to execute project deliverables.
• Ensure projects are completed on time, within scope, and within budget.
• Understand and effectively manage financial aspects of the global operations infrastructure and how it supports the overall business profitability.
• Align business unit objectives with the actions of partners to ensure mutual success.
• Establish governance structure and enforce contracts to manage risks and drive continuous improvement.
• Build and maintain strong relationships with key stakeholders, including internal teams and external partners.
• Implement and monitor quality control measures and risk mitigation strategies to ensure the highest standards of client services and operations delivery.
• Manage budget and finances for our TPA relationships.
• Monitor and analyze project performance, identify areas for improvement, and implement necessary changes.
• Manage projects of various sizes from strategy to execution.
• Facilitate effective communication to ensure alignment and address any issues.
• Collaborate with legal and procurement teams to incorporate business & governance requirements into vendor contracts and agreements.
• Communicate effectively with senior leaders within an organization.
• Provide direction, coach, develop, and retain an engaged, high performing team.

Benefits

• Competitive salaries, along with incentive and bonus opportunities.
• Total compensation package includes either a bonus target or in a sales-focused role a Variable Incentive Compensation component.
• Inclusive, vibrant and diverse culture that encourages growth, openness and opportunities for everyone.
• Strong, stable and ethical business with industry leading pay and benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Insurance Carriers and Related Activities
• Education Level: Master's degree