Senior Analyst, Operations Voice Process

MassMutual Global Business Services India LLP; Hyderabad; On-site; INR 240,000 - 360,000; Full time

Job summary

MassMutual Global Business Services India LLP is hiring for an Operations (Voice) role based in Hyderabad, India. The position involves verifying asset transfer packets and coordinating with advisors and third-party vendors to secure funds for new policy issues.

The ideal candidate will have 1-3 years in operations, strong communication, and the ability to thrive in a fast-paced, high-volume environment, including night shifts.

Qualifications

• 1-3 years of experience in Operations (Voice Process).
• Excellent communication with neutral accent.
• Able to work in fast-paced high-volume environment.
• Proven relationship management and service delivery.
• Open to night shifts.

Responsibilities

• Review and validate Transfer of Assets Packet for accuracy and timeliness.
• Call external carriers and financial institutions every 5 days to request funds for new business policy issue.
• Document results in administrative systems.
• Communicate status of funds to advisors and staff.
• Identify when additional communications are needed to overcome roadblocks.
• Coordinate with Financial Advisors and staff to obtain corrected forms for funding.
• Liaise with third-party vendors for new fund requests and to move applications forward.
• Identify funding receipt and advance pending applications to policy issue.

Skills

Operations (Voice) experience

Strong communication

MS Office

Team coordination

Education

Bachelor’s degree (Non – Technical)

Tools

MS Office

Job description

Roles and Responsibilities:

• Review and validate for accuracy that the Transfer of Assets Packet was mailed/e-mailed/faxed correctly and timely.
• Call outs to external carriers and financial institutions every 5 days requesting funds required for new business policy issue.
• Documentation of various administrative systems on results of each call
• Requires detailed communication to advisors and their staff on status of receipt of funds.
• Proactively identifies when additional communications (phone call or email) to the advisor are needed when the transfer hits a roadblock.
• Working with Financial Advisors and their Staff, knowing when to request corrected forms to secure funding.
• Partner with 3rd party vendor to know when new requests for additional funds are required.
• Identify when funding is received. Work with third party to move pending application to policy issue.

Requirements Qualifications:

• 1-3 years of experience in Operations (Voice Process)
• Good communication skills with a neutral accent
• Strong verbal & written communication skills
• Must be able to work in a fast‑paced high‑volume environment without sacrificing the quality of work.
• Proven relationship management/outstanding service delivery
• High energy level
• Good Knowledge of MS office tools
• Bachelor’s degree (Non – Technical)
• Experience in US Insurance Domain, preferably Life insurance, annuities, and Retirement
• Critical thinking, Quick Learner, Flexible
• Open to Night Shifts

Preferred Skillsets:

• Strong analytical skills/demonstrates problem‑resolution skills.
• Strong Customer Service orientation/proven relationship‑building skills
• Experience in using Microsoft Excel
• Strong understanding of Annuity products and procedures

Location: Hyderabad, India

Time Type: Full time

Shift Timings: Night Shifts (US Time Zone) 10:30 PM IST to 7:30 AM IST