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MassMutual Field Service Director in Springfield, Massachusetts

The Opportunity

Responsible for tactical and short-term strategic Team and direct people leadership responsibilities, with span of control of 8 to 14 Associates (exempt and non-exempt). Independent judgment and decision-making authority for Advisor Operation’s assigned Team ownership across Onboarding, Offboarding, Relationship Maintenance, Credentialing, and Compensation functions. Collaborate with leadership peers to drive options and solutions that are critical to business integrity and reach decision-making of escalated problem resolution through interpretation and application of regulating bodies’ rules, guidelines, and regulations; as well as internal Compliance and Legal guidelines. Responsible for daily people leadership including engagement, recognition, performance objectives, hiring, salary recommendation, Lean / problem solving principles and methodologies, and performance management. Sets aggressive direction and service levels to be met based on business line strategy and objectives. Represent Advisor Operations in direct engagement with Field and Company leaders in varying business discussions and initiatives.

  • This role will be supporting our MassMutual Strategic Distribution Third Party Channel.

  • Leads a team performing service and production functions with direct Field contact. Span of control may include both exempt and non-exempt employees, which involve multiple service functions, and a dotted line reporting relationship into the MMSD channel leadership.

  • Has latitude in decision-making impacting operations

  • Establishes, directs, and implements medium range work plans or goals for Teams leading

  • Individual typically has 2 to 4 years of leadership experience

  • Participates as member of the organization’s leadership team contributing to the development of strategies and business goals

The Team

Advisor Operations strives to continuously improve upon the trust and confidence of our Business Partners by demonstrating accountability, ownership, innovation, and transparency in support of MassMutual’s Contracting, Credentialing, Compensation, and Payroll services. We support distribution and sales through the MMFA, MMSD, and Worksite channels. We work with Brokerage General Agents, Third Party Firm back offices, Career Agencies, Regulators, States, and our internal business partners in assessing the business repute and credential validation of our selling producers and firms. We support the relationship lifecycle of producers and entities contracting with MassMutual and facilitating the accurate payment of compensation.

The Impact:

  • Responsibility for day-to-day results and tactical execution

  • Build, coach, mentor and retain an effective team aligning skills to roles and aggressively managing to optimize employee performance.

  • Aggressively manage and address Associate performance to maximize resource capabilities

  • Ensure daily metric, resource, and project reporting and trending analysis

  • Report metrics of department projects or initiatives

  • Assess trending of metrics, quality, and resource assignments for required adjustments to be made to ensure daily service levels will be met consistently

  • Identification and coordination of training needs for various functions supported within the team (group or individual)

  • Establish daily goals within Team functional areas through thoughtful assignment of work to Associates, including daily huddle facilitation and planning

  • Daily oversight of service level / target adherence including checkpoints and reporting throughout the day

  • Availability to Team staff for process and business expertise questions and interaction

  • Effectively prepare for and facilitate Team problem solving activities

  • Communicate clear vision; supporting strategy and objectives for team and build specific measures and metrics from which to track and report progress and results. Primary process ownership for key business application(s) and/or vendor(s).

  • Effectively collaborate with peers to actively contribute to development and delivery of strategies, service standards, and objectives for overall department.

  • Drive continuous improvement through use of Lean methodologies by implementing new procedures, standard work, workflows, and technologies that improve productivity measures, provide efficient use of resources, and reduce overall operational costs.

The Minimum Qualifications

  • At least 2 years of prior people leadership experience

  • Associate Degree

  • Due to the nature of this position, as a part of our background check process, candidates must be able to pass a non-registered fingerprint background check to qualify as a fingerprinted person under FINRA

The Ideal Qualifications

  • Bachelor’s degree or equivalent work experience

  • Individual typically has 2 to 4 years of leadership experience

  • Prior experience working in a Third-Party Distribution channel

  • Prior operational leadership experience

Salary: $65,000-$85,000 + Annual Bonus

MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.

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