Account Management Director

MassMutual; Springfield (IL); Hybrid; USD 150,000 - 210,000; Full time

Job summary

MassMutual is seeking an Account Management Director in Life New Business at the Springfield hybrid office. The role leads a high-performing team, shapes the account management strategy, and partners with General Agents to ensure exceptional service delivery.

You will drive process improvements, oversee reporting, and champion a client-centric culture. Strong leadership, communication, and analytics are essential to advance MassMutual's objectives.

Qualifications

• Bachelor's degree required or equivalent experience in financial services
• Minimum 5 years financial services customer service experience
• Minimum 2 years in a people leader role or equivalent leadership position
• Proven ability to lead teams, develop strategy, and drive process improvements

Responsibilities

• Develop, implement, and refine the account management strategy to elevate service standards
• Lead, mentor, and grow a high-performing team of account managers
• Serve as leadership contact for General Agents and distribution partners
• Oversee delivery of best-in-class service and continuous process improvements
• Establish efficient processes, tools, and reporting to support high-quality service
• Analyze performance metrics and prepare regular reports to senior leadership
• Proactively resolve escalations and advocate for partner needs

Skills

Strategic leadership

Team management

Relationship stewardship

Service excellence

Operational oversight

Data-driven insights

Issue resolution

Advocacy and representation

Communication skills

Education

Bachelor's Degree

5+ years financial services customer service

7+ years customer service leadership

Job description

Account Management Director

Life New Business

MassMutual Operations

Full-Time (Hybrid Office — Springfield, MA)

The Opportunity

The Regional Account Management Director is a key leadership role within Life New Business responsible for developing and executing strategies that ensure a best-in-­class service experience and foster enduring, trusted relationships with our distribution partners. This role requires a dynamic, visionary leader who can inspire a team, earn trust with internal stakeholders, and consistently deliver exceptional business results that advance both the company’s and organization’s objectives.

The Team

This critical role is part of the Life New Business Account Management organization and will report directly to the Head of Account Management. Our teams deliver crisp, clear communication, exemplary service and relationship management for all life new business submissions, shepherding each case through the new business lifecycle from submission to commission. We are collaborative, relentlessly focused on the customer experience and like to have some fun along the way!

The Impact

• Strategic Leadership: Develop, implement, and refine the account management strategy to continuously elevate service standards and optimize field engagement. Uphold a clear vision and set measurable goals for the team, aligning efforts with broader organizational priorities.
• Team Management: Lead, mentor, and grow a high-performing team of account managers, fostering a culture of excellence, collaboration, and accountability. Oversee hiring, training, coaching, and performance management to ensure the team’s professional growth and success.
• Relationship Stewardship: Serve as the leadership point of contact for General Agents and key distribution partners, building strong, trust-based relationships. Act as an advocate for firms’ needs and priorities, ensuring that service delivery exceeds expectations and aligns with department goals.
• Service Excellence: Oversee the delivery of best-in-­class service, continuously seeking opportunities to enhance processes, resolve challenges, and anticipate needs. Implement feedback mechanisms and performance metrics to monitor and improve service quality.
• Operational Oversight: Establish and maintain efficient processes, tools, and reporting mechanisms that support consistent, high-quality service. Ensure the team adheres to business unit standards, risk management practices, and internal policies.
• Data-Driven Insights: Analyze performance metrics, market trends, and firm feedback to inform strategy and drive continuous improvement. Prepare and present regular reports to senior leadership, highlighting successes, opportunities, and risks.
• Issue Resolution: Proactively uncover potential challenges and swiftly resolve escalations, acting as a trusted problem-solver and assuring firm leadership and staff of the company’s commitment to their success.
• Advocacy and Representation: Represent the company at industry events, conferences and field agency visits, showcasing our values and dedication to excellence.

The Minimum Qualifications

• High School Diploma or GED
• 5 years Financial Services customer service experience
• 2 years’ experience in a people leader role, manager or team lead function

The Ideal Qualifications

• Bachelor’s Degree
• 7 years’ experience providing customer/operational service in the financial services industry
• 5 years people leadership experience
• Experience managing teams through change
• Strong communication skills, both verbal and written
• Ability to work independently, balancing priorities and adjusting throughout the day
• Experience developing associates at all levels of experience
• Proven experience driving continuous process improvements and increasing operational efficiencies
• Strong analytical/problem solving skill solving
• Strong written, verbal, and interpersonal communication skills
• Organization navigation skills
• Continuous improvement mindset

What to Expect as Part of MassMutual and the Team

• Regular meetings with the Account Management team
• 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

LI-SB1

MassMutual is an equal employment opportunity employer.

If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.