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Director Customer Support

The Insurance Operations Director for Annuity Customer Care is responsible for leading and directing the activities of a team of 15-20 non-exempt direct reports who handle inbound service requests directed at MassMutual’s Fixed Annuity Customer Care Team from a variety of clients, advisors, and distributors for our Annuity Products. Key success metrics at the team and department level include customer handling time, schedule adherence, meeting service levels (70%-80% of calls answered within SLA), call and transaction quality/compliance, voice of customer (customer satisfaction) and employee satisfaction.

KBSkills

ACTIVE

The OpportunityThe Insurance Operations Director for Annuity Customer Care is responsible for leading and directing the activities of a team of 15-20 non-exempt direct reports who handle inbound service requests directed at MassMutual’s Fixed Annuity Customer Care Team from a variety of clients, advisors, and distributors for our Annuity Products. This position is accountable for all aspects of attracting, retaining and coaching talent, while maintaining daily operational supervision and employee development. This position manages the operation and supports the implementation of both tactical and strategic service and efficiency improvements through people, process and technology. This leader ensures compliance with all policies, procedures, programs, and workflows in the MMUS Insurance Operations Service Center.The TeamThis position will be part of a diverse, collaborative, fun-loving Leadership Team within the Annuity and Pension Risk Transfer Customer Care Organization. The department is experiencing rapid growth, making this an exciting place to lead, experiment with new ideas and grow a career.The ImpactManage a team of employees responsible for fielding incoming 800-line calls within our Annuity Call Center. Create/foster a culture where employees play the role of advocating for our customers by anticipating their needs, meeting them where they are, and innovating to improve their experiences. Manage daily operations including, but not limited to, research, analysis and problem resolution. Ensure customer and field goodwill is maintained and develop knowledge in team to improve processes, streamline work and gain efficiencies. Assess trending of metrics, quality, and resource assignments for required adjustments to be made and ensure daily service levels will be consistently met. Select, train, coach and develop staff, managing team structure, and creating an environment that inspires & motivates employees, leading by example. Invest in and develop critical thinkers who can understand the end-to-end customer experience to be able to make decisions on behalf of the customer. Drive continuous improvement through use of Lean methodologies by implementing new procedures, standard work, workflows, and technology enhancements that improve productivity measures, provide efficient use of resources and reduce overall operational costs. Adhere to both company policy and governmental regulations concerning department. Stay abreast of pertinent business and industry knowledge as well as state and federal regulation.Goals:Key success metrics at the team and department level include customer handling time, schedule adherence, meeting service levels (70%-80% of calls answered within SLA), call and transaction quality/compliance, voice of customer (customer satisfaction) and employee satisfaction.Key Responsibilities Include but not limited to:<ul><li>Lead a team in Annuity Customer Care that works between the hours of 8am to 8pm (EST), Monday – Friday.</li><li>Drives the execution of call center strategy inclusive of People, Process and Technology while fostering a culture of continuous improvement focused on improving customer satisfaction (VOC), employee morale, and operational efficiency.</li><li>Establish and maintain strong relationships with key stakeholders, including senior leadership, to ensure alignment on strategic goals and objectives.</li><li>Lead change management initiatives to ensure smooth transition and adoption of new processes and systems within the call center.</li><li>Accountable for customer/advisor service escalations. Partners with departmental staff, business partners and key customer contacts to identify and resolve service and staffing issues.</li><li>Oversee the recruitment, training, and development of call center staff to ensure a high level of service quality and employee engagement.</li><li>Partner with Workforce Management and manage resource allocation to support the business ensuring cost-effective operations while meeting service level agreements.</li><li>Requires regular interaction with MMSD advisors and support staff as well as engaging with members of MMSD Sales and Distribution and other MMSD Operations Leadership and Teams.</li><li>Fosters a positive team environment and provides ongoing guidance and career development opportunities to direct reports. Motivate staff by driving to high levels of engagement, satisfaction and career growth.</li><li>Ensures compliance with all policies, procedures, programs, and workflows in MMUS Operations.</li><li>Identifies potential risks and develop mitigation strategies to address them.</li><li>Consistently delivers on service commitments and takes ownership for resolving escalated and/or complex requests.</li><li>May participate in the development and administration of the annual department operating plans and budget.</li><li>Lead and/or participate in key initiatives for MMUS Insurance Operations. Maintain competitive awareness through participation in industry events and associations, study groups, etc.</li></ul>The Minimum Qualifications<ul><li>Bachelor’s degree and/or H.S. Diploma or GED with 4+ equivalent work experience</li><li>3+ years’ experience illustrated leadership role either customer facing team and/or call center management</li><li>3+ years of experience in strategic initiatives, customer experience, or continuous improvement</li><li>Candidates residing within a 50-mile radius of the Springfield, MA office will follow a hybrid work schedule, requiring on site three days a week</li></ul>The Ideal Qualifications<ul><li>3+ years of Annuity Knowledge</li><li>3+ years of Operations Leadership Experience</li><li>2+ years of experience interacting with field partners</li><li>Excellent verbal and written communication skills</li><li>Excellent strategic thinking, business judgment, analytical and decision-making skills.</li><li>Excellent communication, collaboration and influencing skills required.</li><li>Ability to identify, develop and retain a diverse pool of talented associates.</li><li>Appreciation of / leveraging diverse backgrounds, ideas, experiences</li><li>Experience and understanding of call center operations and technology strongly preferred</li><li>Bilingual (Spanish)</li><li>Master’s Degree</li></ul>What to Expect as Part of MassMutual and the Team<ul><li>Regular meetings with the Pension Risk Transfer team</li><li>Focused one-on-one meetings with your manager</li><li>Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQ, veteran and disability-focused Business Resource Groups</li><li>Access to learning content on Degreed and other information platforms</li></ul>#LI-RS1MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status. If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.

MassMutual

Director, Annuity Customer Care

Analysis Skills

Annuities

Budget Management

Business Support

Calendar Management

Call Center Management

Call Center Operations

Call Centers

Career Counseling

Change Management

Coaching

Communication Skills

Continuous Improvement

Cost Control

Customer Experience

Customer Relations

Customer Satisfaction

Customer Service Operations

Customer Support/Service

Distribution Channel

Employee Retention

Federal Laws and Regulations

Financial Trend Analysis

Government Regulations

Illustrating Ability

Insurance

Leadership

Lean Manufacturing

Maintain Compliance

Maintenance Services

Metrics

Operational Support

Operations

Operations Management

People Management

Presentation/Verbal Skills

Problem Solving Skills

Procedure Implementation

Process Improvement

Product Positioning

Productivity Management

Quality Metrics

Resource Management

Risk

Risk Analysis

Risk Management

Sales

Service Delivery

Service Level Agreement (SLA)

Staff Development

Staff Motivation

State Laws and Regulations

Strategic Planning

Team Lead/Manager

Team Player

Technical Operations

Telephone Skills

Training/Teaching

Workforce Management

Writing Skills

RS-RealJobs2

Head

In this role you will interact mainly with the Annuity product team, distribution (Career Agency and third party), and corporate oversight teams to help us balance competitiveness and profitability. Oversee rate setting and rate implementation process for spot priced products balancing competitive positioning and profitability in accordance with our desired position in the market.

The OpportunityAs the Head of Fixed and Income Annuity Pricing you will manage a $15B annuity business for a top 5 carrier in the retail annuity market. You will work in a collaborative environment partnering with a diverse group of stakeholders representing both the sales and risk management sides of the business. This is a highly visible and strategic role with pricing responsibility for our fixed and income annuities.The TeamThe annuity pricing team is a motivated group focused on maintaining our position as a market leader in the annuity space. In this role you will interact mainly with the Annuity product team, distribution (Career Agency and third party), and corporate oversight teams to help us balance competitiveness and profitability.The Impact:<ul><li>Lead a team of 4 with responsibility for the pricing of new and existing fixed and income products</li><li>Oversee rate setting and rate implementation process for spot priced products balancing competitive positioning and profitability in accordance with our desired position in the market</li><li>Partner with Investment Management and the ALM team to ensure business is appropriately hedged</li><li>Go beyond technical analysis to orchestrate innovative and creative solutions that reflect current market trends while meeting our business objectives</li><li>Take ownership in setting pricing assumptions and performing pricing analysis</li><li>Lead pricing review and approval process with both Corporate Actuarial and Product</li><li>Influence and provide key contributions to ongoing business strategy and growth</li></ul>The Minimum Qualifications<ul><li>Bachelor’s degree in actuarial science, math, statistics, or related discipline</li><li>Fellow of the Society of Actuaries</li><li>Experience with actuarial software such as Prophet, AXIS, or Alpha</li><li>10+ years experience in actuarial roles</li><li>3+ years of experience with pricing OR fixed & income products</li><li>Deep understanding of the retail annuity marketplace and competitive landscape</li><li>Experience leading, developing, and coaching a diverse team</li><li>Ability to manage multiple concurrent deadlines and discern the appropriate level of precision for urgent tasks</li><li>Ability to influence others and drive engagement</li><li>Strong written and verbal communication including presenting results to senior management in Distribution, Product, and Corporate Oversight</li><li>Ability to partner effectively with distribution leadership</li></ul>The Ideal Qualifications<ul><li>ALM or annuity pricing, valuation, and/or modeling experience is preferred</li><li>Experience in Prophet</li><li>12+ years experience in actuarial roles</li><li>3+ years of experience with pricing AND fixed & income products</li><li>Demonstrated success dealing with both complexity and ambiguity, with ability to explore multiple solutions to a problem</li><li>Ability to analyze and comprehend complex information, as well as convey complex materials to non-technical audiences</li><li>Demonstrated approach to execute strategic initiatives, business projects and day-to-day activities simultaneously.</li></ul>#LI-IZ1MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status. If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.

Head of Fixed & Income Annuity Pricing

Actuarial Skills

Business Growth

Business Strategy

Distribution Management

Investment Management

Market Trend Analysis

Mathematics

Pricing

Product Management

Product Pricing

Profit & Loss

Retail

Statistics

Technical Analysis

Time Management

Actuary

In this role you will interact mainly with the Annuity product team, distribution (Career Agency and third party), and corporate oversight teams to help us balance competitiveness and profitability. You will also help modernize and automate several key processes related to both rate setting and rate implementation to free up time for strategic projects.

Actuary - Annuity PricingFull-TimeSpringfield, MA or Boston, MAThe OpportunityAs a member of the Fixed & Income Annuity Pricing team, you will help support the pricing of a $15B+ fixed and income annuity business. You will work in a collaborative environment partnering with a diverse group of stakeholders representing both the sales and risk management sides of the business. You will also help modernize and automate several key processes related to both rate setting and rate implementation to free up time for strategic projects.The TeamThe annuity pricing team is a motivated group focused on maintaining our position as a market leader in the annuity space. In this role you will interact mainly with the Annuity product team, distribution (Career Agency and third party), and corporate oversight teams to help us balance competitiveness and profitability.The Impact:<ul><li>Support the pricing of new and existing annuity products with a focus on Fixed and Income Annuities</li><li>Automate repetitive tasks to eliminate routine manual work wherever possible</li><li>Create and maintain an efficient process for communicating income and credited rate decisions to key business partners</li><li>Support negotiations with reinsurance partner and corporate oversight to maximize profitability and competitiveness</li><li>Provide actuarial support for policy form and regulatory filings, competitive benchmarking, and industry analysis.</li><li>Work with our business partners to understand the industry, competitive landscape, and be a key player in the design of new products</li><li>Lead pricing review and approval process with Corporate Actuarial, Enterprise Risk Management, and other stakeholders.</li><li>Provide technical guidance, mentoring and training to actuarial students on the Annuity team.</li></ul><ul><li>Gain proficiency and be the subject matter expert in Prophet, the pricing actuarial software.</li></ul>The Minimum Qualifications<ul><li>Bachelor’s degree in actuarial science, math, statistics, or related discipline</li><li>Associate of the Society of Actuaries</li><li>5+ years of actuarial experience</li><li>2+ years Familiarity with fixed annuities, income annuities, and/or Pension Risk Transfer</li><li>1+ year Experience with actuarial software and models such as AXIS, Prophet, or ALFA</li><li>1+ year Experience with automation tools such as Alteryx, Python and/or VBA</li></ul>The Ideal Qualifications<ul><li>Fellow of the Society of Actuaries</li><li>Annuity, ALM or investment experience</li><li>Experience with fixed and income annuities</li><li>Prophet modeling experience</li><li>Ability to build, validate, enhance, and maintain asset share pricing models</li><li>Strong oral and written communication skills</li><li>Ability to interact with technical and non-technical audiences at all levels, within and across organizational boundaries</li><li>Ability to use a disciplined work approach to initiatives, projects, and day-to-day activities</li><li>Inquisitiveness, critical thinking, professional skepticism, and business sense</li></ul>#LI-BO1<ul></ul>MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status. If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.

Actuary - Annuity Pricing and Profitability

Automation

Benchmarking

Industry/Trade Analysis

Mentoring

Microsoft Visual Basic for Applications (VBA)

Negotiation Skills

Product Design

Python Programming/Scripting Language

Regulatory Submissions

Reinsurance

Technical Leadership

Work with our business partners to understand the industry competitive landscape and be a key player in the design of new products to balance competitiveness and profitability. Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQ, veteran and disability-focused Business Resource Groups.

Actuary – Variable Annuity PricingFull-TimeSpringfield, MA or Boston, MAThe OpportunityThe Variable Annuity Pricing Actuary will be an integral part of the Annuity Pricing team and will use business and technical knowledge to expand and enhance MassMutual’s position in the annuity marketplace.The TeamThe position is part of the Product department within MassMutual’s Brand, Product, and Affiliated Distribution organization.The Annuity Pricing team is responsible for the pricing and profitability of all MassMutual Annuities. In addition to Annuity pricing, the team is also expected to support, as necessary, all other actuarial aspects of Annuity product management, operations support and distribution interaction. This potentially means active involvement with experience studies, competitive analysis, and other actuarial functions.The Impact:<ul><li>Lead the pricing of new and existing annuity products with a focus on Variable Annuities.</li><li>Provide actuarial support for policy form and regulatory filings, competitive benchmarking, and industry analysis.</li><li>Work with our business partners to understand the industry competitive landscape and be a key player in the design of new products to balance competitiveness and profitability.</li><li>Take ownership in setting pricing assumptions and performing pricing analysis.</li><li>Lead pricing review and approval process with Corporate Actuarial, Enterprise Risk Management, and other stakeholders.</li><li>Provide technical guidance, mentoring and training to actuarial students on the Annuity team.</li></ul><ul><li>Gain proficiency and be the subject matter expert in Prophet, the pricing actuarial software.</li><li>Take ownership of pricing models and lead model development for new products.</li><li>Drive continuous improvement and efficiencies beyond own scope of responsibility.</li></ul>The Minimum Qualifications<ul><li>Associate of the Society of Actuaries</li><li>5+ years’ experience with actuarial software and models</li><li>Bachelor’s degree in actuarial science, math, statistics, or related discipline</li></ul>The Ideal Qualifications<ul><li>Fellow of the Society of Actuaries</li><li>Annuity, ALM or investment experience</li><li>Prophet modeling experience</li><li>Ability to build, validate, enhance, and maintain asset share pricing models</li><li>Strong oral and written communication skills</li><li>Ability to interact with technical and non-technical audiences at all levels, within and across organizational boundaries</li><li>Ability to use a disciplined work approach to initiatives, projects, and day-to-day activities</li><li>Inquisitiveness, critical thinking, professional skepticism, and business sense</li></ul>What to Expect as Part of MassMutual and the Team<ul><li>Regular meetings with the Annuity Pricing team</li><li>Focused one-on-one meetings with your manager</li><li>Access to mentorship opportunities</li><li>Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQ, veteran and disability-focused Business Resource Groups</li><li>Access to learning content on Degreed and other informational platforms</li><li>Your ethics and integrity will be valued by a company with a strong and stable ethical business with industry leading pay and benefits</li></ul>#LI-BO1<ul></ul>MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status. If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.

Competitive Analysis/Strategy

Distribution Operations

Variable Annuities

Procurement Consultant

Coordinate with Procurement, Contracting, Spend Analytics, Risk, Responsible Sourcing, Accounts Payable, Enterprise Risk Management, Enterprise Technology etc. to ensure an effective sourcing process and end-to-end supplier management approach. Determine and lead appropriate supplier specific ongoing monitoring plan (operational business review meetings, executive oversight meetings, issue management reviews, performance monitoring, contract management reviews, risk management reviews etc.).

Job DescriptionProcurement ConsultantFull-TimeBoston, MA or Springfield, MAThe Opportunity At MassMutual, we’re passionate about helping millions of people find financial freedom and this passion has driven our approach to developing highly interactive digital experiences for our customers. As aProcurement Consultant, you will be responsible for managing supplier relationships, negotiating deals, facilitating sourcing events, and providing directed and independent analytical support for the assigned categories.To help us achieve our mission, we are hiring aProcurement Consultantsupporting our Marketing and Annuities Business to join our team.<h4>The Team</h4>Our ideal Procurement Consultant candidate will serve as a procurement subject matter expert for your category, partnering across the business and with other procurement functional areas including responsible sourcing, and procurement operations. A strong mix of analytic, strategic negotiation, creativity, strategic vision, and communication skills will ensure your success in this role.<h4>The Impact</h4>This role focuses on being a subject matter expert (SME) to assigned business groups. The Procurement Consultant partners with business leaders/internal procurement group to meet expectations to make sure that all purchases are smart,timely, cost-effective,and aligned with MassMutual Procurement policies.<ul><li>Drive key sourcing events and negotiations, leveraging the full suite of sourcing capabilities and market analysis</li><li>Responsible for managing and negotiating deals for select supplier relationships in the organization</li><li>Coordinate with Procurement, Contracting, Spend Analytics, Risk, Responsible Sourcing, Accounts Payable, Enterprise Risk Management, Enterprise Technology etc. to ensure an effective sourcing process and end-to-end supplier management approach</li><li>Champion third party risk management process compliance</li><li>Partner with Procurement to develop and execute supplier negotiations strategies to achieve the best value and least risk for MassMutual</li><li>Collaborate with cross-functional teams to ensure key contracting elements, including service level agreement components and evaluation process are aligned and included in the draft contract before passing to Legal for review</li><li>Lead supplier onboarding and offboarding activities, including, but not limited to, coordinating supplier training, granting system access and ensuring that the supplier is familiar with their main contacts within MassMutual</li><li>Determine and lead appropriate supplier specific ongoing monitoring plan (operational business review meetings, executive oversight meetings, issue management reviews, performance monitoring, contract management reviews, risk management reviews etc.)</li></ul><h4>The Minimum Qualifications</h4><ul><li>3+ years procurement, sourcing and negotiation experience</li></ul><h4></h4><h4>The Ideal Qualifications</h4><ul><li>B.S. in business or related fields</li><li>Experience in financial or insurance industry desirable</li><li>Experience in working complex sourcing projects</li><li>Experience creating and leading RFI/RFX sourcing activities to realign suppliers in the category</li><li>Possesses a strong understanding and prior working experience in supplier management activities including performance management (SLAs, KPIs etc.), relationship management, contracting and risk management</li><li>Seasoned individual capable of handling broad-scope projects with short to medium term focus independently</li><li>Team player who collaborates with business units and functional partners (i.e., IT, finance, HR, legal)</li><li>Extensive experience in negotiating agreements and managing complex vendor / client relationships and being creative to structure win-win outcome while optimizing value for MassMutual</li><li>Strong influencing skills to encourage leaders from across MassMutual towards positive supplier relationships and results delivery</li><li>Courage to influence across the organization for compliance with standards and escalate noncompliance when needed</li><li>Demonstrated verbal and written communication, change management capabilities, business acumen, project management and leadership skills</li><li>Ability to lead through transition; Communicate the vision for the future and provide motivation for people to change; Address questions and resistance to change with confidence and an understanding of what is needed for buy-in</li><li>Ability to travel 10% annually</li></ul><h4>What to Expect as Part of MassMutual and the Team</h4><ul><li>Regular meetings with the Procurement Team</li><li>Focused one-on-one meetings with your manager</li><li>Access to mentorship opportunities</li><li>Networking opportunities participation in Employee Resource Groups</li><li>Access to learning content on Degreed and other informational platforms</li><li>Access to industry leading pay and benefits</li></ul>#LI-MM1MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status. If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.

Procurement Consultant - Marketing and Annuities Business

Accounts Payable

Business Skills

Consulting

Contract Analysis

Contract Creation

Contract Management

Contract Negotiation

Contract Review

Cross-Functional

Expense Analysis

Finance

Legal

Market Analysis

Marketing

Onboarding

Operational Audit

Operations Planning

Performance Analysis

Performance Management

Performance Metrics

Project Estimates

Project/Program Management

Purchasing/Procurement

Regulatory Compliance

Relationship Management

Request for Information (RFI)

Sales Management

Supplier Relationship Management (SRM)

Vendor/Supplier Management

Vendor/Supplier Planning

Vendor/Supplier Relations

Vendor/Supplier Selection

Willing to Travel

eSourcing

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