Job Description

Summary

The Head of MMSD Client Experience and Service (HCES) will be a member of the senior leadership team of MassMutual Strategic Distributors and they will contribute to the development of the overall strategic vision, execution plan, KPIs and goals of the business. This leader will be responsible for four main areas of MMSD’s business including:

Client Experience

Develop and oversee the execution of a strategic plan to create an industry leading client experience for MMSD distribution partners including broker-dealers, BGAs, banks and other financial institutions. Work entails improving processes, aligning culture to new vision, developing and enhancing technology functionality and features tools, improving speed to resolution, enhancing communication and reporting and building metrics. Will need to collaborate, lead and influence across a matrixed organization.

Client Services

Develop and implement the strategy for MMSD to achieve top satisfaction scores among our distribution partners. The HCES will develop and manage demand capacity models to support the growing volume of business across annuities, life, disability and hybrid products, while enhancing our customer experience and driving continuous improvement and efficiencies. This individual will build the MassMutual Strategic Distributors brand in the operations segment of the marketplace as a true partner, resource and innovator.

Process Improvement

Responsible for overseeing, enhancing and continuously improving the end-to-end MMSD client journey.  Identify and execute initiatives to improve efficiency, transparency and overall client experience including improving speed to delivery, communications and transparency.  Create a continuous improvement mindset and culture of MMSD associates.

Innovation

Oversee the design, development, planning and execution of new strategic initiatives designed to create an industry leading client experience for MMSD distribution partners. Will work closely with technology, sales, new business and operation teams to develop new approaches to exceed customer expectations.

Key Responsibilities

The Head of MMSD Client Experience and Services will report to the Head of Third Party and Direct to Consumer and will be responsible for several critical functions to drive and support sales of individual life, annuities, hybrid and disability income products through strategic third party distribution partners. These functions and key responsibilities include:

Represent MMSD to senior leaders at our third-party distribution partners on matters related to client experience, issue resolution, operations and process improvement

Lead and develop a diverse team of associates that will effectively and efficiently handle all escalated operation and service issues from our distribution partners; conduct root cause analysis; and develop and execute remediation plan to resolve material issues

Work closely with technology, sales, new business and operation teams to develop new and innovative approaches to exceed customer expectations

Identify and execute initiatives to improve efficiency, transparency and overall client experience including improving speed to delivery, communications and transparency

Collaborate, lead and influence across a matrixed organization to achieve results

Develop strong internal relationships and network to drive critical issue resolution

Gain deep understanding of distribution partners’ operational processes, systems and workflow to effectively resolve escalated issues

Develop a team culture around ease of doing business with MMSD and exceeding the expectations of our distribution partners

Help drive overall strategy, execution and achievement of MMSD goals

Manage communications to leaders in our distribution firms’ operation teams across multiple product lines

Responsible for MMSD end-to-end customer experience and processes, including developing and implanting initiatives to improve the client experience and drive process improvement

Represent MMSD in key projects and technology planning that impact MMSD’s client experience

Manage key third-party vendor relationships for new business processing, operation and process improvements

Focus on talent development and creating and leading an inclusive environment

Be an industry operations and process expert in the eyes of our distribution partners

Must be eligible to work in the US without sponsorship

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