Insurance Operations Director

The Opportunity 
As a Senior Director of Annuity In-force Services, you will be a critical member of the Life & Annuity In-Force leadership team, tasked with supporting customer and agent submitted transactions for Annuity products. This role will work closely with other service leaders, technology teams, legal, compliance and audit to ensure our products, processes and systems operate as designed, in a highly regulated environment, in support of our customers and advisors.

The Team 
The Annuity In-force Services team is comprised of policyholder specialists, tech specialists and consultants with a variety of tenure in Operations. The team is responsible for complex transaction processing, research, and error corrections on active Annuity contracts. The team also works closely with our business partners in MM India, who support standard In-force workflows. Collaboration with Life In-force, Annuity Service Center, Actuary, Compliance, Law, Internal Audit, Shared Services and Business Support/BAU teams is critical for ongoing success of the department.

The Impact: 

• Participate actively as a senior 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 in both soft skills and technical skills. Provide a variety of opportunities to challenge and inspire team agility; mentor and empower associates to make sound decisions and take appropriate risks.

• Evaluate business processes, optimizing workflows, offering feedback on requirements, identifying areas for improvement, and support the development/implementation of strategic initiatives including system enhancements and migrations.

• Leverage data to understand team performance and adherence to KPI’s, and influence changes to processes, training, coaching models, to improve advisor, customer, and associate experiences.

• Support MMUS strategic initiatives by leading the team in the transition of standard work to MM India teams – this includes updating procedures, monitoring trends and identifying process improvements. Act as a mentor to MM India leadership and encourage teams to establish ongoing communications with MM India business partners to provide constructive feedback, ensure alignment of customer/agent experience, and high standard of quality.

• Partner with legal and compliance to execute new regulatory changes that impact internal business processes including changes to systems, controls and other processes. Advocate for our customers/advisors while balancing the needs of the business in all projects, as appropriate.

The Minimum Qualifications

• 4+ years' experience leading or managing people or teams

• 3+ years' experience demonstrating leadership capabilities via project work or strategic initiatives

• Associate or Bachelor’s Degree

The Ideal Qualifications 

• 5+ years' experience leading people/teams in Insurance Operations or Financial Services Industry

• Experience working with Annuity or Life Insurance products

• Experience as a change leader / navigating a team through organizational change and ambiguity

• Big picture, critical thinker with the ability to identify & relate to business problems

• Demonstrates maturity, professionalism, commitment, and passion

• Ability to navigate the business environment, work with senior leaders and work cross-functionally with various organizations

• Dynamic and proactive; flexible, resilient, and comfortable with ambiguity. Adapts quickly to changing business priorities; is open to new ideas and continuous learning

• Demonstrates accountability by clearly conveying expectations; earns confidence and trust through ownership, commitment and follow-through

• Strong written and verbal communication skills; adapts communication to meet the needs of the audience

• Possesses high business acumen and emotional intelligence to build and sustain effective relationships

What to Expect as Part of MassMutual and the Team 

• Regular meetings with In-force Services leadership

• 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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