Audit Consultant - Insurance and Financial ServicesCoporate Audit TeamFull TimeBoston, MA or Springfield, MAThe TeamThe MassMutual Corporate Audit Team is located in both Boston and Springfield. If you are a risk professional who is looking to leverage your skills at a company that is focused on transforming the life insurance business while helping people secure financial freedom and protect the ones they love, the below noted role is for you. You will use your skills to partner and collaborate with peers and clients to support an operationally focused audit plan. You will help drive positive change across the organization with opportunities to improve internal controls through value-added recommendations. In this role, you will demonstrate accountability, agility, a dedication to be inclusive, strong business acumen, and will show courage, even in the most difficult situations. We also highly value strong communication skills, a passion for learning, leadership traits, resilience and self-awareness.The Impact:As an Insurance and Financial Services Audit Consultant, you will work with the other in the Corporate Audit Department and be a key player in the execution of a dynamic audit plan. Your responsibilities will include, among others, the following tasks:Conducts audits and advisory services in accordance with professional standards and department policies and procedures, while demonstrating a strong understanding of risk concepts, including inherent and residual risks as well as how to assess the design and effectiveness of internal controls.Delivers medium scale, more complex, risk-based audits, working with business management and other risk/control functions, to ensure that controls are effective in managing risks.Develops and nurtures relationships with business management and other constituencies, focusing on the customer and strengthening business value add.Demonstrates an intense can-do attitude and delivers results on cross-team efforts that increase Corporate Audit's value and effectiveness.Demonstrates accountability, agility, a dedication to be inclusive, a strong business acumen, and will show courage, even in the most difficult situations.Promotes team business knowledge and client relationships, influencing and providing advice, such that the team represents a highly sought after analytic business partner.The Minimum Qualifications4+ years' work experience preferable within the financial services industryBachelor's degreeDue to the nature of this position, as part of our background check process, candidates must be able to pass a non-registered fingerprint background check to qualify as a fingerprint person for FINRAThe Ideal QualificationsMBA, CPA, CIA, CFA or other professional designationExperience using data analytics in auditsDisplays excellent communication skills both orally and writtenDemonstrates versatility in communicating up, down and across the organization by working with others and lead discussions with various levels of management across the enterpriseStrong understanding of risk concepts including inherent and residual risks as well as how to assess the design and effectiveness of internal controlsWorks independently, enthusiastically engaging clients and peers to complete value-added assignments within the defined project scope and timelinesPossesses high integrity, professional skepticism and strong business senseHigh responsiveness and flexibility to changing business priorities and tight deadlinesStrong analytic and problem-solving capabilitiesAbility to identify solutions that effectively address business and control needsWhat to Expect as Part of MassMutual and the TeamRegular meetings with teams across business managementFocused one-on-one meetings with your managerAccess to mentorship opportunitiesNetworking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQ, veteran and disability-focused Business Resource GroupsAccess to learning content on Degreed and other informational platformsYour ethics and integrity will be valued by a company with a strong and stable ethical foundation with industry leading pay and benefitsMassMutual 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.
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. The Team 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. The Impact 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.Drive key sourcing events and negotiations, leveraging the full suite of sourcing capabilities and market analysisResponsible for managing and negotiating deals for select supplier relationships in the organizationCoordinate 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 approachChampion third party risk management process compliancePartner with Procurement to develop and execute supplier negotiations strategies to achieve the best value and least risk for MassMutualCollaborate 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 reviewLead 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 MassMutualDetermine 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.) The Minimum Qualifications 3+ years procurement, sourcing and negotiation experience The Ideal Qualifications B.S. in business or related fieldsExperience in financial or insurance industry desirableExperience in working complex sourcing projectsExperience creating and leading RFI/RFX sourcing activities to realign suppliers in the categoryPossesses a strong understanding and prior working experience in supplier management activities including performance management (SLAs, KPIs etc.), relationship management, contracting and risk managementSeasoned individual capable of handling broad-scope projects with short to medium term focus independentlyTeam player who collaborates with business units and functional partners (i.e., IT, finance, HR, legal)Extensive experience in negotiating agreements and managing complex vendor / client relationships and being creative to structure win-win outcome while optimizing value for MassMutualStrong influencing skills to encourage leaders from across MassMutual towards positive supplier relationships and results deliveryCourage to influence across the organization for compliance with standards and escalate noncompliance when neededDemonstrated verbal and written communication, change management capabilities, business acumen, project management and leadership skillsAbility 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-inAbility to travel 10% annually What to Expect as Part of MassMutual and the Team Regular meetings with the Procurement TeamFocused one-on-one meetings with your managerAccess to mentorship opportunitiesNetworking opportunities participation in Employee Resource GroupsAccess to learning content on Degreed and other informational platformsAccess to industry leading pay and benefitsMassMutual 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.
Investment Risk Consultant Model Validations Team, Insurance, Product & Model RiskFull TimeSpringfield, MA, Boston, MA or New York, NY The Opportunity As a member of the Enterprise Risk Management (ERM) organization at MassMutual, you will partner with various business areas to conduct independent model validations for a wide variety of models, integral to critical business decision making, product pricing, financial reporting, risk mitigation activities and business processes. The TeamThe Model Validations team is comprised of seasoned professionals with expertise in actuarial, financial, risk, investment and capital markets models, who are also building knowledge in emerging areas of importance, such as data science, machine learning and artificial intelligence. The team conducts independent validations on a wide variety of models to ensure the company's models are conceptually sound and performing as expected. The Impact You will utilize your actuarial, investment, and capital risk modeling expertise to conduct best-practice model validation activities, helping protect the company's reputation and financial stability through robust management of risks associated with the use of these models.If you are someone that has a passion for complexity, continuous improvement, learning and curiosity about different points of view, this may be the right role for you.Specific expectations from this role:Build relationships, influence, collaborate and learn various aspects of our business from many modelers, data-scientists, actuaries and business leaders at MassMutual.As a risk advisor, participate in the design, development and implementation of new modelsConduct model validations in accordance with corporate model governance policy requirements and timelines, leveraging deep modeling, asset pricing, actuarial and regulatory expertise. Assess model design, theoretical construction, methodology, applicability, and resilience within evolving economic and risk environments, in accordance with corporate, actuarial and/or regulatory standards. Validate accuracy of model calculations, algorithms, and any embedded automation / programming code base. Design and implement tests to ensure model performance and model output are as expected. Prepare and distribute model validation documentation, which meets model governance requirements. Test remediation of validation findings. Continuously research and provide guidance on the use of new and innovative analytical techniques. The Minimum QualificationsBachelor's degree in Actuarial Science, Finance, Econometrics, Statistics, Mathematics, Physics, or another quantitative disciplineAssociate of Society of Actuaries (ASA) or CFA designation5+ years of direct experience in one of the following:Capital markets and/ or investment riskQuantitative asset pricing modelsLiability hedging strategiesStatistical methods of analysis3+ Microsoft Excel, Access, and VBA3+ experience with Python The Ideal QualificationsFellow of Society of Actuaries (FSA) or CFA designation7+ years of direct experience in one of the following:Capital markets and investment riskQuantitative asset pricing modelsInsurance liability hedging strategiesStatistical methods of analysisALM and annuity product pricing experienceKnowledge of commercial software, including Prophet, GGY AXIS and Moody's asset modelsStrong statistical, risk, analytical, modeling, and problem-solving skillsAbility to see the big picture with meticulous attention to detailStrong communication and collaboration skills, both written and verbalDemonstrated accountability and ownership of self-developmentAbility to build and maintain strong working relationships within and across teams, while challenging in a constructive mannerStrong execution and time management skills What to Expect as Part of MassMutual and the TeamRegular meetings with the Model Validations TeamFocused one-on-one meetings with your managerAccess to mentorship opportunitiesNetworking opportunities including the Actuarial Gathering, access to Asian, Hispanic/Latinx, African American, women, LGBTQ, veteran and disability-focused Business Resource GroupsAccess to learning content on Degreed and other informational platformsYour ethics and integrity will be valued by a company with a strong and stable ethical business with industry leading pay and benefitsMassMutual 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.
Investment Risk Consultant Model Validations Team, Insurance, Product & Model RiskFull TimeSpringfield, MA, Boston, MA or New York, NY The Opportunity As a member of the Enterprise Risk Management (ERM) organization at MassMutual, you will partner with various business areas to conduct independent model validations for a wide variety of models, integral to critical business decision making, product pricing, financial reporting, risk mitigation activities and business processes. The TeamThe Model Validations team is comprised of seasoned professionals with expertise in actuarial, financial, risk, investment and capital markets models, who are also building knowledge in emerging areas of importance, such as data science, machine learning and artificial intelligence. The team conducts independent validations on a wide variety of models to ensure the company's models are conceptually sound and performing as expected. The Impact You will utilize your actuarial, investment, and capital risk modeling expertise to conduct best-practice model validation activities, helping protect the company's reputation and financial stability through robust management of risks associated with the use of these models.If you are someone that has a passion for complexity, continuous improvement, learning and curiosity about different points of view, this may be the right role for you.Specific expectations from this role:Build relationships, influence, collaborate and learn various aspects of our business from many modelers, data-scientists, actuaries and business leaders at MassMutual.As a risk advisor, participate in the design, development and implementation of new modelsConduct model validations in accordance with corporate model governance policy requirements and timelines, leveraging deep modeling, asset pricing, actuarial and regulatory expertise. Assess model design, theoretical construction, methodology, applicability, and resilience within evolving economic and risk environments, in accordance with corporate, actuarial and/or regulatory standards. Validate accuracy of model calculations, algorithms, and any embedded automation / programming code base. Design and implement tests to ensure model performance and model output are as expected. Prepare and distribute model validation documentation, which meets model governance requirements. Test remediation of validation findings. Continuously research and provide guidance on the use of new and innovative analytical techniques. The Minimum QualificationsBachelor's degree in Actuarial Science, Finance, Econometrics, Statistics, Mathematics, Physics, or another quantitative disciplineAssociate of Society of Actuaries (ASA) or CFA designation5+ years of direct experience in one of the following:Capital markets and/ or investment riskQuantitative asset pricing modelsLiability hedging strategiesStatistical methods of analysis3+ Microsoft Excel, Access, and VBA3+ experience with Python The Ideal QualificationsFellow of Society of Actuaries (FSA) or CFA designation7+ years of direct experience in one of the following:Capital markets and investment riskQuantitative asset pricing modelsInsurance liability hedging strategiesStatistical methods of analysisALM and annuity product pricing experienceKnowledge of commercial software, including Prophet, GGY AXIS and Moody's asset modelsStrong statistical, risk, analytical, modeling, and problem-solving skillsAbility to see the big picture with meticulous attention to detailStrong communication and collaboration skills, both written and verbalDemonstrated accountability and ownership of self-developmentAbility to build and maintain strong working relationships within and across teams, while challenging in a constructive mannerStrong execution and time management skills What to Expect as Part of MassMutual and the TeamRegular meetings with the Model Validations TeamFocused one-on-one meetings with your managerAccess to mentorship opportunitiesNetworking opportunities including the Actuarial Gathering, access to Asian, Hispanic/Latinx, African American, women, LGBTQ, veteran and disability-focused Business Resource GroupsAccess to learning content on Degreed and other informational platformsYour ethics and integrity will be valued by a company with a strong and stable ethical business with industry leading pay and benefitsMassMutual 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.
Investment Risk Consultant Model Validations Team, Insurance, Product & Model RiskFull TimeSpringfield, MA, Boston, MA or New York, NY The Opportunity As a member of the Enterprise Risk Management (ERM) organization at MassMutual, you will partner with various business areas to conduct independent model validations for a wide variety of models, integral to critical business decision making, product pricing, financial reporting, risk mitigation activities and business processes. The TeamThe Model Validations team is comprised of seasoned professionals with expertise in actuarial, financial, risk, investment and capital markets models, who are also building knowledge in emerging areas of importance, such as data science, machine learning and artificial intelligence. The team conducts independent validations on a wide variety of models to ensure the company's models are conceptually sound and performing as expected. The Impact You will utilize your actuarial, investment, and capital risk modeling expertise to conduct best-practice model validation activities, helping protect the company's reputation and financial stability through robust management of risks associated with the use of these models.If you are someone that has a passion for complexity, continuous improvement, learning and curiosity about different points of view, this may be the right role for you.Specific expectations from this role:Build relationships, influence, collaborate and learn various aspects of our business from many modelers, data-scientists, actuaries and business leaders at MassMutual.As a risk advisor, participate in the design, development and implementation of new modelsConduct model validations in accordance with corporate model governance policy requirements and timelines, leveraging deep modeling, asset pricing, actuarial and regulatory expertise. Assess model design, theoretical construction, methodology, applicability, and resilience within evolving economic and risk environments, in accordance with corporate, actuarial and/or regulatory standards. Validate accuracy of model calculations, algorithms, and any embedded automation / programming code base. Design and implement tests to ensure model performance and model output are as expected. Prepare and distribute model validation documentation, which meets model governance requirements. Test remediation of validation findings. Continuously research and provide guidance on the use of new and innovative analytical techniques. The Minimum QualificationsBachelor's degree in Actuarial Science, Finance, Econometrics, Statistics, Mathematics, Physics, or another quantitative disciplineAssociate of Society of Actuaries (ASA) or CFA designation5+ years of direct experience in one of the following:Capital markets and/ or investment riskQuantitative asset pricing modelsLiability hedging strategiesStatistical methods of analysis3+ Microsoft Excel, Access, and VBA3+ experience with Python The Ideal QualificationsFellow of Society of Actuaries (FSA) or CFA designation7+ years of direct experience in one of the following:Capital markets and investment riskQuantitative asset pricing modelsInsurance liability hedging strategiesStatistical methods of analysisALM and annuity product pricing experienceKnowledge of commercial software, including Prophet, GGY AXIS and Moody's asset modelsStrong statistical, risk, analytical, modeling, and problem-solving skillsAbility to see the big picture with meticulous attention to detailStrong communication and collaboration skills, both written and verbalDemonstrated accountability and ownership of self-developmentAbility to build and maintain strong working relationships within and across teams, while challenging in a constructive mannerStrong execution and time management skills What to Expect as Part of MassMutual and the TeamRegular meetings with the Model Validations TeamFocused one-on-one meetings with your managerAccess to mentorship opportunitiesNetworking opportunities including the Actuarial Gathering, access to Asian, Hispanic/Latinx, African American, women, LGBTQ, veteran and disability-focused Business Resource GroupsAccess to learning content on Degreed and other informational platformsYour ethics and integrity will be valued by a company with a strong and stable ethical business with industry leading pay and benefitsMassMutual 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.
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:Lead a team in Annuity Customer Care that works between the hours of 8am to 8pm (EST), Monday - Friday.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.Establish and maintain strong relationships with key stakeholders, including senior leadership, to ensure alignment on strategic goals and objectives.Lead change management initiatives to ensure smooth transition and adoption of new processes and systems within the call center.Accountable for customer/advisor service escalations. Partners with departmental staff, business partners and key customer contacts to identify and resolve service and staffing issues.Oversee the recruitment, training, and development of call center staff to ensure a high level of service quality and employee engagement.Partner with Workforce Management and manage resource allocation to support the business ensuring cost-effective operations while meeting service level agreements.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.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.Ensures compliance with all policies, procedures, programs, and workflows in MMUS Operations.Identifies potential risks and develop mitigation strategies to address them.Consistently delivers on service commitments and takes ownership for resolving escalated and/or complex requests.May participate in the development and administration of the annual department operating plans and budget.Lead and/or participate in key initiatives for MMUS Insurance Operations. Maintain competitive awareness through participation in industry events and associations, study groups, etc.The Minimum QualificationsBachelor's degree and/or H.S. Diploma or GED with 4+ equivalent work experience3+ years' experience illustrated leadership role either customer facing team and/or call center management3+ years of experience in strategic initiatives, customer experience, or continuous improvementCandidates residing within a 50-mile radius of the Springfield, MA office will follow a hybrid work schedule, requiring on site three days a weekThe Ideal Qualifications3+ years of Annuity Knowledge3+ years of Operations Leadership Experience2+ years of experience interacting with field partnersExcellent verbal and written communication skillsExcellent strategic thinking, business judgment, analytical and decision-making skills.Excellent communication, collaboration and influencing skills required.Ability to identify, develop and retain a diverse pool of talented associates.Appreciation of / leveraging diverse backgrounds, ideas, experiencesExperience and understanding of call center operations and technology strongly preferredBilingual (Spanish)Master's DegreeWhat to Expect as Part of MassMutual and the TeamRegular meetings with the Pension Risk Transfer teamFocused one-on-one meetings with your managerNetworking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQ, veteran and disability-focused Business Resource GroupsAccess to learning content on Degreed and other information platformsMassMutual 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.
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:Lead a team in Annuity Customer Care that works between the hours of 8am to 8pm (EST), Monday - Friday.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.Establish and maintain strong relationships with key stakeholders, including senior leadership, to ensure alignment on strategic goals and objectives.Lead change management initiatives to ensure smooth transition and adoption of new processes and systems within the call center.Accountable for customer/advisor service escalations. Partners with departmental staff, business partners and key customer contacts to identify and resolve service and staffing issues.Oversee the recruitment, training, and development of call center staff to ensure a high level of service quality and employee engagement.Partner with Workforce Management and manage resource allocation to support the business ensuring cost-effective operations while meeting service level agreements.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.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.Ensures compliance with all policies, procedures, programs, and workflows in MMUS Operations.Identifies potential risks and develop mitigation strategies to address them.Consistently delivers on service commitments and takes ownership for resolving escalated and/or complex requests.May participate in the development and administration of the annual department operating plans and budget.Lead and/or participate in key initiatives for MMUS Insurance Operations. Maintain competitive awareness through participation in industry events and associations, study groups, etc.The Minimum QualificationsBachelor's degree and/or H.S. Diploma or GED with 4+ equivalent work experience3+ years' experience illustrated leadership role either customer facing team and/or call center management3+ years of experience in strategic initiatives, customer experience, or continuous improvementCandidates residing within a 50-mile radius of the Springfield, MA office will follow a hybrid work schedule, requiring on site three days a weekThe Ideal Qualifications3+ years of Annuity Knowledge3+ years of Operations Leadership Experience2+ years of experience interacting with field partnersExcellent verbal and written communication skillsExcellent strategic thinking, business judgment, analytical and decision-making skills.Excellent communication, collaboration and influencing skills required.Ability to identify, develop and retain a diverse pool of talented associates.Appreciation of / leveraging diverse backgrounds, ideas, experiencesExperience and understanding of call center operations and technology strongly preferredBilingual (Spanish)Master's DegreeWhat to Expect as Part of MassMutual and the TeamRegular meetings with the Pension Risk Transfer teamFocused one-on-one meetings with your managerNetworking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQ, veteran and disability-focused Business Resource GroupsAccess to learning content on Degreed and other information platformsMassMutual 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.
The OpportunityThe Strategic Consultant will be responsible for developing, leading, and executing the Global Workforce Management strategic roadmap and initiatives for Operations to deliver the highest impact to customers while achieving expected business results. As a Strategic Consultant, you will leverage operational data, customer experience insights (VOC), and subject matter experts to identify opportunities to enhance Operations global operating model and establish standards. This role will drive program, strategic vision and initiatives, direction and coordination on specific efforts. They will identify opportunities and work with stakeholders.
For this role we are searching for candidates with skillsets consisting of customer centricity, stakeholder management, global operations and standards, and change management. The ideal candidate must be experienced in managing cross-functional initiatives and partnering with business partners. Candidates will also need to be able to proactively plan while being comfortable in adjusting quickly as needs change. Ideal candidates will be able to both dive into details while keeping the big picture in mind. The Strategic Consultant will also serve as the Supplier Engagement Manager to Operations global vendors.
Finally, in this role as with all roles within MassMutual, you will demonstrate accountability, agility, a dedication to be inclusive, a strong business acumen, and will show courage, even in the most difficult situations. We also highly value strong communication skills, a passion for learning, leadership traits, resilience, and self-awareness.The ImpactDevelop and drive execution of Operations Global Workforce StrategyCreate and establish workforce management standards and governance across OperationsPartner with business stakeholders in achieving global workforce deliverables and roadmapProvide consultation to business partners on how to optimize their staffing, processes, and operating modelServe as the Supplier Engagement Manager with global vendorsMinimum QualificationsBachelor's degree required5+ years of overall industry experience5+ years of experience in planning and managing strategic initiativesPreferred QualificationsStrong strategic management and planning skillsetDemonstrated ability to problem solveStrong history of sound decision making and leveraging dataAdvanced experience with Excel and developing presentationsSelf-driven, extremely energetic individual who has the vision of enhancing Operations global operating model and standardsExperience in balancing a wide variety of prioritiesExcellent communication, presentation, influencing and reasoning skillsMassMutual 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.
Audit Consultant - Insurance and Financial ServicesCoporate Audit TeamFull TimeBoston, MA or Springfield, MAThe TeamThe MassMutual Corporate Audit Team is located in both Boston and Springfield. If you are a risk professional who is looking to leverage your skills at a company that is focused on transforming the life insurance business while helping people secure financial freedom and protect the ones they love, the below noted role is for you. You will use your skills to partner and collaborate with peers and clients to support an operationally focused audit plan. You will help drive positive change across the organization with opportunities to improve internal controls through value-added recommendations. In this role, you will demonstrate accountability, agility, a dedication to be inclusive, strong business acumen, and will show courage, even in the most difficult situations. We also highly value strong communication skills, a passion for learning, leadership traits, resilience and self-awareness.The Impact:As an Insurance and Financial Services Audit Consultant, you will work with the other in the Corporate Audit Department and be a key player in the execution of a dynamic audit plan. Your responsibilities will include, among others, the following tasks:Conducts audits and advisory services in accordance with professional standards and department policies and procedures, while demonstrating a strong understanding of risk concepts, including inherent and residual risks as well as how to assess the design and effectiveness of internal controls.Delivers medium scale, more complex, risk-based audits, working with business management and other risk/control functions, to ensure that controls are effective in managing risks.Develops and nurtures relationships with business management and other constituencies, focusing on the customer and strengthening business value add.Demonstrates an intense can-do attitude and delivers results on cross-team efforts that increase Corporate Audit's value and effectiveness.Demonstrates accountability, agility, a dedication to be inclusive, a strong business acumen, and will show courage, even in the most difficult situations.Promotes team business knowledge and client relationships, influencing and providing advice, such that the team represents a highly sought after analytic business partner.The Minimum Qualifications4+ years' work experience preferable within the financial services industryBachelor's degreeDue to the nature of this position, as part of our background check process, candidates must be able to pass a non-registered fingerprint background check to qualify as a fingerprint person for FINRAThe Ideal QualificationsMBA, CPA, CIA, CFA or other professional designationExperience using data analytics in auditsDisplays excellent communication skills both orally and writtenDemonstrates versatility in communicating up, down and across the organization by working with others and lead discussions with various levels of management across the enterpriseStrong understanding of risk concepts including inherent and residual risks as well as how to assess the design and effectiveness of internal controlsWorks independently, enthusiastically engaging clients and peers to complete value-added assignments within the defined project scope and timelinesPossesses high integrity, professional skepticism and strong business senseHigh responsiveness and flexibility to changing business priorities and tight deadlinesStrong analytic and problem-solving capabilitiesAbility to identify solutions that effectively address business and control needsWhat to Expect as Part of MassMutual and the TeamRegular meetings with teams across business managementFocused one-on-one meetings with your managerAccess to mentorship opportunitiesNetworking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQ, veteran and disability-focused Business Resource GroupsAccess to learning content on Degreed and other informational platformsYour ethics and integrity will be valued by a company with a strong and stable ethical foundation with industry leading pay and benefitsMassMutual 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.
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The Opportunity
MassMutual is seeking an experienced finance executive to spearhead a multi-year transformation of the finance organization by standing up and leading a newly established Finance Transformation team, delivering transformation outcomes as quickly as possible while minimizing risk and disruptions, and driving sustained behavioral change. Reporting directly to the CFO, this mission-critical leader will be key in enabling Finance's ability to achieve its long-term ambition of becoming a trusted business partner and steward of long-term value creation for policyowners.The Team
This leader will be accountable for building and leading a Transformation team that can execute on a multi-year transformation journey. This team will include direct and indirect reports who are the business line experts, managing and/or supporting significant financial applications, technology and financial data domains used within Corporate Finance. In addition to focus on transformative technology, this team will enable Corporate Finance's transformation by maintaining relationships with key partners in ETX/SP&D and leveraging the project management expertise of the Corporate Function's PMO (CFPMO); by managing our outsourcing/offshoring strategy; and by providing critical support of the CFO and the Corporate Finance organization (e.g. departmental effectiveness, strategic planning and communication, etc.)ImpactKey accountabilities for this role include:
- Identify, prioritize, mobilize against and oversee results delivery of Finance Transformation initiativesPartner with FP&A, Controllership, Treasury, Actuarial and other Finance sub-functions to define strategies that maximize the impact of technology on business operations; this includes identifying transformation initiatives and creating detailed business plans, including developing success KPIs, budgeting, coordinating approvals, and determining scope and timelinesDevelop an integrated view of investment requirements for transformation initiatives and support ROI analysis and financial decisionsOversee overall results delivery by surfacing interdependencies across finance teams and teams outside finance, designing and executing delivery risk mitigation plans, and proactively reporting on initiative progress to the CFO and other overseeing stakeholders. Leverage the CFPMO/SP&D cross-organization process when required.- Drive buy-in for transformation initiatives across key stakeholdersLead and influence strategic and operational planning to achieve accounting and finance digitization goals for process innovation and finance system modernization, including the implementation of solutions that meet business objectives, fulfill data governance requirements, and satisfy internal financial controlsManage a two-way feedback loop with both peers within finance and stakeholders outside of financeCreate alignment across key stakeholders with competing priorities to ensure shared understanding and mutual collaboration- Lead change management and continuous improvement efforts supporting transformation in the Corporate Finance organizationPermeate a culture of change management and adaptability to achieve sustained behavior; providing support to the organization through all phases of transition (engagement, design, monitor, feedback, etc.)Build and enable/execute our change agenda across the Corporate Finance organization and other key stakeholders as appropriate, including the establishment and measurement of continuous improvement goals and the communication in place to supportOversee the team that works across Corporate Finance to map current processes/documentation. and facilities redesign efforts. Ensure continuous improvements best practices and proper change management is in place to support efforts- Serve as Finance's primary liaison with Enterprise Technology and Experience (ETX), Corporate Function's PMO, and Strategic Planning & Delivery (SP&D) to ensure budget requirements are validated/met, and for technical and PMO resourcing and enablementOversee and support the creation of a holistic Finance technology architecture vision and roadmap that is fully integrated across enterprise systems, with the support of ETXPartner with ETX to integrate finance system target state architecture within overall MassMutual technology roadmapDrive centralization of finance technology decision-making, spend and value trackingDrive Finance alignment with enterprise project management standards- Lead Finance's outsourcing/offshoring strategyDefine and execute a long-term target operating model for outsourcing and offshoring within Finance, aligned with cost efficiency, controls, and performance requirementsEstablish robust SLAs, KPIs, and governance processes to monitor outsourcing partner performance and enforce accountability across processesPartner with internal process owners to ensure outsourcing needs are met and seamless coordination between internal teams and external vendorsInfluence transformation decisions at the enterprise level to deploy best in class processes and systems across Finance.Lead process mapping/documentation and operational redesign efforts across core Finance processes to identify incremental improvement opportunities- Act as a strategic right hand to the CFO, coordinating critical internal leadership communications, activities, and eventsCoordinate Corporate Finance Leadership Team priorities to ensure consistent communication and alignment across Finance functions, support the CFO with preparations for key meetings and events, and lead ad-hoc strategic efforts on behalf of the CFO, aligning closely with key partners such as Strategic Communications- Build and lead a Finance Transformation teamDesign and build a transformation team that can execute on a multi-year transformation journeyTeam includes direct reports as well as matrixed reports who drive transformation within their respective areas of Corporate Finance (e.g. Controllers, Treasury, Actuarial, etc.)Work with HR to ensure critical talent needs are met, supporting the staffing, onboarding, and coaching of Finance Transformation working team membersExpected leadership behaviors:- Lead both direct and indirect reports, focused on talent development, building an inclusive team and environment, and role modeling an agile mindset through change and ambiguity.- Inspire others and drive culture of continuous improvement, curiosity, open communication, feedback, and accountability- Develop the next generation of leaders who can build strategic partnerships with internal and external stakeholders to facilitate knowledge transfer and talent mobility
- Create structures and processes for enterprise mindset
- Promote collaboration and an enterprise mindsetMINIMUM REQUIREMENTS15+ years of leadership experience as a finance or accounting leader at a major financial institutionDeep working knowledge of accounting, finance, and treasury operations, commercial banking products, and finance technology needs for large financial institutions.Distinguished record of standing up and leading/overseeing the successful implementation of large scale finance transformation projectsProven and demonstrated leadership skills including relationship building, change management, and collaboration skills with a clear ability to influence, gain buy-in and negotiate with partners and peersStrong strategic and execution skills with ability to influence, collaborate, and work across the organizationUndergraduate degree in business administration or related field including finance and accounting.IDEAL REQUIREMENTSPrior leadership experience in driving transformation - preferably within in a Finance OrganizationPrior leadership within FP&A, Treasury, or Controllership, ideally within an insurance company or financial services organizationPrior experience leading a matrixed organizationOutstanding written and verbal communication skillsMaster's degree and CPA designation or Actuarial background preferrableMassMutual 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.
