MassMutual Financial Group Senior Business Operations Director in Springfield, Massachusetts

Since 1851, MassMutual’s commitment has always been to help people protect their families, support their communities, and help one another. This is why we want to inspire people to Live Mutual. We at MassMutual value diversity and inclusion. We’re people helping people.

A career with us means you will work alongside exceptional people and be empowered to reach your professional and personal goals. Our employees are the foundation of what makes MassMutual a strong, stable and ethical business. We seek and value unique and varied perspectives and experiences because we believe we are stronger when all voices are heard. We invite you to bring your bright, innovative ideas to MassMutual as we continue to help millions of Americans rely on each other.

Together, we’re stronger.



This position will support the MassMutual Direct to Consumer (DTC) Retiree Middle Market (RMM) team. The DTC team overall is responsible for business and model exploration, refinement and evolution. We seek to do this in a high caliber team. We are a flat, cohesive organization exploring and experimenting multiple ideas/pilots and scaling existing businesses at any given time. Culturally, we look for individuals that challenge each other openly, regardless of level or role on the team and focus on data-driven analysis and act on insight for decision making and continuous improvement.

The Senior Business Operations Director is expected to understand the business goals of RMM and how they tie to DTC and the broader organization of MassMutual. The candidate is accountable for setting strategic direction and leading a team focused on strategy execution, implementation, and operational readiness, and measurement of strategic and key projects supporting RMM Operations. This role manages a team of highly skilled associates and is required to work collaboratively with business partners, as well as with colleague within the DTC organization.


  • Develops and executes the Service and Operations strategy aligned to and supporting the achievement of the RMM business and financial goals/metrics.

  • Leads the Service and Operations team to deliver high-quality, timely, and cost-effective service.

  • Collaborates with key business partners including MassMutual Service and Operations, Underwriting, Sales/Distribution, Compliance and Law.

  • Ensures all customer service and underwriting processes are designed to provide the proper controls to mitigate business risks.

  • Monitors industry, business, technical trends and offerings, creates and fosters a culture of continuous improvement and process efficiency while maintaining underwriting integrity and fostering strong customer relationships.

  • Provides operational support in a manner that enhances business decision making and ensures operational readiness.

  • Drive an operational reporting process that allows leadership to gauge the operational readiness of subsidiaries.

  • Directs the development of data and Key Performance Indicators that will define the health and productivity of the business.


  • Authorized to work in the United States without sponsorship now or in the future

  • Requires extensive theoretical, practical and industry knowledge.

  • Advanced knowledge of diverse business operations, processes and Underwriting to understand value impacts.

  • Knowledge and understanding of pricing and general underwriting concepts.

  • Successful track record of product innovation bring customer value and financial results.

  • Versatile, flexible, and displays a willingness to work within changing priorities with enthusiasm, commitment to excellence, and high standards.

  • Exhibits highest level of communication acumen, necessary to interface, provide context and solicit information at all levels the company, and in interactions with partners outside of MassMutual.

  • Demonstrated ability to foster an environment that motivates, inspires and engages.

  • Able to function effectively in a dedicated team based environment.

  • 8 years of related experience.

  • College degree.

Ranked No. 77 in the annual FORTUNE ® 500 Ranking (FORTUNE ® Magazine, June 2017) and recognized as a World’s Most Ethical Company by Ethisphere, MassMutual is guided by a single purpose: We help people secure their future and protect the ones they love. As a company owned by our policyowners, we are defined by mutuality and our vision to put customers first. It’s more than our company structure – it’s our way of life. We are a company of people protecting people. Our company exists because people are willing to share risk and resources, and rely on each other when it counts. At MassMutual, we Live Mutual.


Focus on the Customer: We understand our customers well and look for every opportunity to deliver an experience that is clear, easy, personal, human, empowering and trustworthy.

Act with Integrity: We deliver on our promises by being open, honest and humble and by adhering to the letter and spirit of applicable laws, rules, regulations and company policies.

Value People: We respect and learn from each other’s diverse backgrounds, experiences and ideas. We engage and develop people to their greatest potential.

Work Collaboratively: We work together to achieve results by actively listening, seeking, understanding and creating solutions as a unified team driving toward one company, one culture, one brand.

Achieve Results: We focus on winning by exceeding expectations and getting better – everyone, every day.

For more information, visit or find us on Facebook, Twitter, LinkedIn, YouTube, Google+, Instagram and Pinterest.

MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply.

At MassMutual, we’re fostering an inclusive and dynamic environment where our employees are valued for who they are and can build successful careers. For us, diversity and inclusion is more than a goal, it’s the only way forward.

• 100% rating on the Human Rights Campaign Corporate Equality Index (2018)

• National Association for Female Executives Top Company for Executive Women (2017)

• DiversityInc Noteworthy Company (2017)

• Disability Equality Index® (DEI) Best Place to Work for Disability inclusion (2017)

• Working Mother Media 100 Best Company (2017)

• Military Friendly Employer (2018)