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Head of People Services in Springfield, Massachusetts

Do you want to be part of a team that encourages your growth, supports your ambitions and makes it a priority for you to reach your goals? Is helping people part of who you are? At MassMutual, we help millions of people find financial freedom, offer financial protection and plan for the future. We do this by building trust with our customers by being knowledgeable problem solvers and prioritize their needs above all else. We Live Mutual.

If this sounds like a fit, we’re looking to hire our Head of People Services to join our HR Operations team.

This established leader has in-depth experience attracting, managing, developing and evolving a team of professionals; needs to be experienced leading through transformation and change. Experienced with managing a contact center focused on employee services. There will be a keen focus on building a culture of continuous improvement and a strategic roadmap of capabilities and partnerships across the enterprise.

The Team.

Our team is inclusive and welcoming! We provide the service and support needed for every MassMutual associate and beyond when it comes to all things HR. Our “customers” are our employees and we get the pleasure of interfacing with them throughout their entire time with MassMutual. We are in the throws of a transformation setting on eye on the future of the employee experience and need to build on of our already dedicated and talented team with a focus on agility and resiliency and a keen eye on continuous improvement.

Role Overview.

Lead and help build the new People Services team managing our contact center, set and assure KPI’s are set and met with real-time and proactive management; plan, staff and react appropriately to dynamic business changes. Assure all employee issues and questions are handled timely, accurately, with professionalism and empathy adhering to MM and legal practices and in compliance. Provide consultation and work to resolve on first contact. Oversee onboarding/offboarding support (I9’s, benefits etc). Assure collaboration, prevent silos, and drive alignment throughout the organization demonstrating customer centricity and business expertise. Candidate must have experience leading teams through change and transformation with a relentless focus on continuous improvement.


The Head of People Services will hire, train, mentor staff that will lead with customer service and develop significant knowledge across all HR disciplines to provide timely and accurate first contact resolution and anticipate employee/customer/audience needs.

Examples of areas of accountability are:

  • Contact center management: Set and assure KPIs are set and met with real time and proactive management of all contact avenues; plan, staff and react appropriately to dynamic business changes

  • Employee issue and question resolution: Assure all contacts and requests are handled timely, accurately with professionalism and empathy adhering to MM and legal practices and in compliance. Provide consultation and work to address issues and concerns and provide consultation at first contact

  • Oversee Onboarding / Offboarding Assistance: Generate MMIDs, process I-9’s, support job eliminations and involuntary terms to ensure appropriate benefit impact

This leader will have to ensure collaboration and alignment across the organization. Must prevent silos and inconsistent experiences helping to build new standards and improve upon existing. Establish a strategy, expectations, and service level agreements for all services provided. Important for this leader to have experience in establishing unit KPI and be data driven in making course adjustments to the service provided. It is critical for this team to have be extremely customer focused, troubleshooting and consulting prowess and possess deep business expertise and/or the capability to get up to speed quickly.

Provide business direction on tool use improvements and employee experience advancement. Participate in user groups for employee tools such as Workday, ServiceNow, MX etc. Provide input on the strategy of how HR uses technology to drive productivity, experience and collaboration.

Drive adoption, optimization and transformation by ensuring we are fully leveraging Workday and ServiceNow’s HRSD module to meet strategic business needs and pursue continuous improvement in business processes, automation, user experience and integration. Provide input on the overall HR technology product roadmap and vision.

Partner across senior leadership and key stakeholders to support organizational strategic objectives and help ease the administrative burden and build efficient, effective and scalable processes. As an example, this leader may assess information gathered during KPI review that reveals a particular trend that suggests an improvement to a benefit communication; this position will work across the levels of the organization to drive to improve the experience/benefit/communication.

Must have a continuous improvement and customer service mindset with the ability to use metrics, see trends and make necessary improvements to improve overall experience and contain costs. Developing and managing team cross-training plans with input from team, ensuring a minimum of two employees are fully trained on all critical processes. Teamwork across the organization in critical for success.

The focus of the role:

  • Contact Center management - 45%

  • Resource management and planning; financial and metrics oversight - 20%

  • Process Optimization/continuous improvement: Identify, define, streamline and automate processes - 15%

  • Client relationship management; setting expectations and keeping commitments - 15%

  • Interacts regularly with executives and/or key customers to provide consultation to, influence and resolution to complex issues

  • Use considerable judgement and analysis to arrive at recommendations and conclusions

  • Resolves problems which may have significant impact extending beyond department/organization

  • Special projects: Provide subject matter expertise & guidance as needed - 5%

Qualifications and Requirements:

  • Minimum of ten years of organizational leadership

  • Actively participates in industry and brings insights into MM

  • Develop department strategies and roadmaps, mapping to business needs

  • Agile Leadership/Management / Training & Development

  • Problem Solving / Information Privacy / Design Thinking

  • Business Process Automation / Operational Efficiency

  • Knowledge of HR trends, practices/process

  • Accountable for selection and engagement of team members – attract, retain and develop talent

  • Financial acumen; experience with developing and maintaining budgets, business cases

  • Create an environment that is proactive, agile, innovative, economical, collaborative and accountable

  • Coach, mentor and provide career guidance for all team members and build expertise within the team

  • Utilize data to assure functions, platforms, team are operating optimally; adjust and improve as needed

  • Change and project management experience desirable

  • Collaborate within and across organization to ensure all teams are successful

  • Excellent oral and written communication, organizational and interpersonal skills

  • Previous experience supporting human resources and/or employee services preferred

  • Excellent problem-solving & troubleshooting skills required

  • Exceptional customer service skills

  • Strong dedication to maintaining professional relationships with users and outside vendors

  • Deep experience in client relationship management; setting expectations and keeping commitments

  • Ability to work effectively with all organizational levels individually and as part of a team and to communicate effectively with all levels of management and staff

  • Ability to remain calm under pressure and deal with stress associated with a fast-paced work environment

  • Drive the development of functional strategy

  • Interacts regularly with executives and/or key customers to provide consultation to, influence and resolution to complex issues

  • Has wide latitude in decision making

  • Champions innovator opportunities which enhances the business by introducing, developing or offering breakthrough products, services or technology

  • Use considerable judgement and analysis to arrive at recommendations and conclusions

  • Resolves problems which more often than not will significant impact extending beyond department/organization

  • Limited travel may be required


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.

If you need an accommodation to complete the application process, please contact us ( and share the specifics of the assistance you need.

At MassMutual, we focus on ensuring fair, equitable pay by providing competitive salaries, along with incentive and bonus opportunities for all employees. Your total compensation package includes either a bonus target or in a sales-focused role a Variable Incentive Compensation component.