Business Operations Director

MassMutual; Springfield (MA); On-site; USD 150,000 - 230,000; Full time

Job summary

MassMutual seeks a Director in Annuity New Business to support field partners on new business applications and coordinate with service leaders, TPAs, and distribution to ensure high-quality service. The role leads the Variable Annuity New Business team, enabling flexible support as sales volumes shift and guiding technology, product, and customer experience improvements to drive growth.

This leadership position offers exposure to executives, cross-functional collaboration, and opportunities for

Qualifications

• High School Diploma
• 3+ years of annuity operations, life insurance operations, brokerage operations or new business processing experience
• 2+ years of people leadership or informal leadership
• 2+ years analyzing business processes and implementing improvements
• 2+ years prioritizing work in a fast-paced environment

Responsibilities

• Lead a team of associates providing exceptional service to field partners.
• Participate actively as a member of the leadership team to achieve department goals and drive performance.
• Lead individual development of team members and create a motivating culture.
• Evaluate business processes and support strategic initiatives in partnership with peers and key business partners.
• Leverage data to understand team performance and influence process improvements.
• Collaborate with Operations, Third Party Distribution and New Markets staff to improve advisor experience and reduce costs.

Skills

People leadership

Change management

Data-driven decisions

Cross-functional collaboration

Education

Bachelor's degree

Job description

The Opportunity

As a Director within Annuity New Business, you will be a critical member of the Annuity New Business leadership team, tasked with supporting field partners on new business applications. This role will work closely with other service leaders, third party administrators and a variety of field partners, to ensure we deliver a high-quality service experience.

The Team

This position leads the Variable Annuity New Business team, a group of highly skilled Case Managers responsible for delivering a top-tier service experience to MMFA and Third-Party Distribution partners. The team is cross trained across multiple new business functions, allowing them to provide flexible support as sales volumes shift. To support our strategic goal of expanding in the Variable Annuity market, we are advancing technology, product, and customer experience improvements. This role offers an exciting opportunity to guide the team through new developments while supporting continued sales growth.

The Impact

• Lead a team of associates responsible for providing exceptional service to field partners.

• Participate actively as a member of the leadership team to achieve department specific goals and drive organizational performance. Demonstrate agility and resilience in a complex, evolving environment.

• Lead individual development of team members by identifying opportunities for growth and creating a culture that inspires and motivates the team.

• Evaluate business processes, identify areas for improvement, and support the development/implementation of strategic initiatives in partnership with peers and key business partners.

• Leverage data to understand team performance and adherence to KPI's, and influence changes to processes, to improve advisor, customer, and associate experiences.

• Work collaboratively with business partners across Operations, Third Party Distribution and New Markets, and Third party administrator staff to achieve goals that improve the advisor experience, gain operational efficiencies, and reduce unit cost.

The Minimum Qualifications

• High School Diploma

• 3+ years of annuity operations, life insurance operations, brokerage operations or new business processing experience

• 2+ years of experience as a people leader, responsible for managing direct reports OR 2+ years demonstrating informal leadership by guiding, coaching, and supporting colleagues in their day-to-day work.

• 2+ years demonstrated experience analyzing business processes and implementing process improvements to improve efficiency, quality, or customer experience

• 2+ years demonstrated experience prioritizing work, managing competing priorities, and working effectively in a fast-paced environment

The Ideal Qualifications

• 2+ years' experience with Annuity products

• Operational experience in a leadership role

• College Degree

• Dynamic and proactive; flexible, resilient and comfortable with ambiguity. Adapts quickly to changing business priorities; is open to new ideas and continuous learning.

• Strong written and verbal communication skills; adapts communication to meet the needs of the audience.

What You Can Expect at MassMutual

MassMutual offers the opportunity to do meaningful work within a purpose-driven organization that values long-term impact over short-term outcomes. In this role, you can expect:

• Clear areas of ownership and accountability, with work that connects directly to company and customer outcomes

• A collaborative environment where perspectives are welcomed

• Access to learning, development, and internal networks that support continuous growth and skill-building over time

• Employee-led communities and forums that foster connection, learning, and inclusion across the organization

• A culture grounded in integrity, responsibility, and stewardship - supported by a company with a strong legacy and a future-focused mindset

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MassMutual is an equal employment opportunity employer. We welcome all persons to apply.
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