Manager, Operations

About MassMutual

Since 1851, MassMutual’s commitment has always been to help people protect their families, support their communities, and help one another. Therefore, we want to inspire people to Live Mutual. We at MassMutual value diversity & inclusion. We’re people helping people. A career with us means you will work alongside exceptional people & be empowered to reach your professional & personal goals. Our employees are the foundation of what makes MassMutual a strong, stable, and ethical business. We seek, value unique &varied perspectives &experiences because we believe we are stronger when all voices are heard. We invite you to bring your bright, innovative ideas to MassMutual as we continue to help millions of Americans rely on each other.

Roles & Responsibilities

•  Manage resources at the local level (a team/unit within a department or a small department). Oversee the daily operation of the department. Manage staff in the development and implementation of departmental policies, procedures, and programs. Ensure adherence to company policy and governmental regulations. Assist in managing departmental structure, employee development, training, and planning. 
      People management/ leadership: 30 - 50 persons; Direct reports (if) at Assistant Managers level 
      Help build, monitor, and manage the execution plan for the India Hyderabad Insurance Operations team
      Manage line of business processes (operations) with significant financial and operational risk 
      Develop and manage daily and other periodic key performance metrics and dashboards which include quality, cycle time, service levels and Customer satisfaction
      Create and monitor a robust diversity and inclusion strategy that delivers better business results and imbeds diversity & inclusion into the culture of the team. Engage and inspire others to build a culture of innovation, inclusion, and diverse thought leadership 
      Utilize continuous improvement tools and techniques to constantly check and adjust to ensure we maintain our key metrics and meet the expectations of one of our advisors. 
      Partner with other areas within Insurance Operations to ensure best practices and efficiencies. 
      Assist in managing the annual operating budget for the team and interface with corporate finance partners 
      Identify opportunities to identify strengths of the new organization and leverage them 
      across the broader team 
      Partner closely across the organization to ensure collaboration and connections are made across projects, priorities, and functions 
      Other assignments as needed

Required Skills

• Bachelor’s degree or related extensive business experience required
• Demonstrated abilities and experience in the US Insurance Operations
• 11-14 years of Insurance operations experience in one or more disciplines preferred: Life insurance, annuities, and Retirement Services
• Strong understanding of US Insurance operational platforms and workflows
• Abreast of industry rules and regulations, and ability to balance risk
• Strong analytical and problem-solving skills with superior communication and organizational skills
• Successful experience leading employees including building culture and career development
• Must be a collaborative partner within the broader US and India Insurance Operations team
• Expert at juggling multiple priorities through strong leadership and collaboration skills
• Ability to prioritize complex and competing demands while flexing and adapting to the evolving environment
• Innovative mindset
• Demonstrated decisive decision making
• Experienced with taking complex data and scenarios and developing the story to present to senior leadership
• Strong Proficiency in MS Office
• Sound Reporting / MIS Skills
• Excellent Interpersonal Skills
• Sig Sigma knowledge/ Certified / Trained
• Experience in managing Transition and driving Continuous Improvement
• Exposure to Performance Management, Escalation Management, Change Management, and Stakeholder Management
• Experience in Appraisal Mechanism and Performance Management
• Open to Night Shifts (US Time zone)