Head of New Business Operations & Process Excellence

Massmutua; Pittsburgh (Allegheny County); On-site; USD 110,000 - 160,000; Full time

Job summary

MassMutual seeks a Manager, New Business Process to lead end-to-end new business operations across insurance and wealth management products. You will partner with sales, operations, compliance, underwriting, and service teams to drive efficiency, reduce risk, and support growth.

You will oversee performance, implement best practices, and mentor a high-performing team to ensure a seamless advisor and client experience.

Qualifications

• Bachelor's degree in Business, Finance, Operations Management, or related field, or equivalent experience.
• 5+ years of experience in financial services, insurance operations, or wealth management operations.
• 3+ years of people leadership or operational management experience.
• Demonstrated experience managing new business, underwriting support, policy administration, or advisor service functions.
• Strong understanding of insurance and financial services operational processes.

Responsibilities

• Lead the execution and oversight of new business processing for insurance, investment, and wealth management products.
• Ensure the timely, accurate, and compliant submission of new business applications and supporting documentation.
• Monitor operational performance and service-level agreements to identify trends and opportunities for improvement.
• Develop and implement best practices that improve processing efficiency, quality, and customer outcomes.
• Evaluate and redesign workflows to increase productivity, eliminate bottlenecks, and enhance the overall client and advisor experience.
• Establish and monitor KPIs, dashboards, and operational metrics.
• Lead continuous improvement initiatives using data-driven decision-making and change management principles.
• Partner with technology and business stakeholders to identify automation and digital solutions that improve operational effectiveness.
• Serve as a strategic partner to advisors and field leadership regarding new business requirements, processes, and operational support.
• Ensure advisors and support staff are informed of regulatory, procedural, and system changes.
• Drive service excellence by providing proactive guidance and resolving escalated operational issues.
• Lead, coach, and develop a high-performing operations team.
• Foster a culture of accountability, collaboration, continuous learning, and customer focus.
• Manage workforce planning, performance management, employee development, and succession planning activities.
• Promote employee engagement and support organizational change initiatives.
• Champion a Advisor-first mindset throughout the new business process.
• Identify opportunities to improve client onboarding, communication, and service delivery.
• Resolve complex service issues and implement solutions that enhance client satisfaction and retention.

Skills

Leadership

Process improvement

Data-driven decisions

Customer focus

Cross-functional collaboration

Education

Bachelor's degree

Job description

MassMutual seeks a Manager, New Business Process to lead end-to-end new business operations across insurance and wealth management products. You will partner with sales, operations, compliance, underwriting, and service teams to drive efficiency, reduce risk, and support growth.

You will oversee performance, implement best practices, and mentor a high-performing team to ensure a seamless advisor and client experience.