Disability Income Operations & Service Lead

MassMutual; Springfield (MA); On-site; USD 88,000 - 116,000; Full time

Job summary

MassMutual is seeking a Disability Income Business Operations Consultant in Springfield, MA. You will serve as the primary representative for the DI Customer Care team on tactical and strategic projects involving call infrastructure and post-issue processing, driving operational excellence and innovations.

You will oversee system migrations, lead production support, and partner across teams to improve the customer and advisor experience.

Qualifications

• Bachelor’s degree or higher with 7+ years of business analysis experience
• 5+ years of business analysis experience
• 2+ years in process analysis and continuous improvement
• 2+ years in root cause analysis and pattern identification
• 2+ years leading tactical and strategic projects
• 2+ years presenting updates to leaders and stakeholders with strong communication

Responsibilities

• Lead senior-level escalations with precision and timely resolution
• Communicate complex decisions clearly to colleagues and stakeholders
• Drive continuous improvement by acting on feedback from the AAX Committee
• Collaborate across teams to solve business challenges and spearhead initiatives
• Promote a culture of exceptional customer service, innovation, and adaptability
• Participate in analysis, requirements gathering, testing, and communication for major projects
• Maintain guidelines and SOPs to keep them current
• Identify process gaps and recommend actionable improvements
• Apply critical thinking to assess risks and resolve issues
• Leverage data insights to inform decisions and communications
• Support departmental strategy and ongoing process optimization

Skills

Business analysis

Root cause analysis

Process improvement

Project leadership

Verbal & written comms

Data-driven decisions

Education

Bachelor/Associate degree

BA/IT/Engineering degree

Job description

MassMutual is seeking a Disability Income Business Operations Consultant in Springfield, MA. You will serve as the primary representative for the DI Customer Care team on tactical and strategic projects involving call infrastructure and post-issue processing, driving operational excellence and innovations.

You will oversee system migrations, lead production support, and partner across teams to improve the customer and advisor experience.