Job Description

The Opportunity

The Business Operations Director manages a team of business operations specialists and consultants responsible for providing operational support to Pension Risk Transfer Operations. The Director and by extension the team is accountable for ensuring timely and accurate transaction processing to ensure service levels are consistently maintained.

The Team

Pension risk transfer is a growing business within MassMutual. The PRT Inforce Administration Team provides administration of pension plans and services more than 420k PRT annuitants. The team supports transaction processing for PRT Operations and provides support to longer term strategy and critical initiatives. The ideal candidate for this role must strongly demonstrate MassMutual’s Core Values and contribute to a strong culture, operational effectiveness, agility, and ability to lead with data, learn, adapt, and implement continuous improvement in support of a growing business and platform conversion.

The Impact

Communication and leading others are critical in this role. Must collaborate with the team to establish clear goals, provide feedback and development opportunities, and be inclusive. Support strategic vision and growth of the business by providing transparent communication, sharing the drivers and narrative for change, working with the team to ensure readiness, and identifying opportunities to improve ease of doing business and client experience.

Key Responsibilities include:

Build a strong culture and model behaviors rooted in MassMutual’s Core Values.
Prioritize work and manage inventory based on SLAs and timing expectations, delegate and provide oversight to business operations specialists/consultants for day-to-day operations.
Create and maintain effective demand / capacity model to manage the work.
Manage staff in the development and implementation of departmental policies, procedures, and programs.
Drive standardization and consistency of policies and procedures across processes.
Focus on continuous improvement through identifying and improving workflows and procedures.
Address and resolve escalated issues as they arise.
Develop team objectives to align with overall business direction.
Provide support, coaching, training and development of associates on team.
Assign representation for department projects and special initiatives.
Applies product knowledge and critical thinking skills to handle problems independently but can discern and seek guidance in highly complex situations.
Partner with external stakeholders as applicable (Call Center, GCC/Hyderabad, Actuarial, etc.)
Partner with New Business teams for transition and onboarding of new contracts.
Lead staff responsible for administration of PRT cases and oversee:

Processes including but not limited to data, forms, benefit calculations, payment reconciliations, periodic and non-periodic participant distributions, retirements, death claims, indicative data changes, medical premium deductions, federal and state tax withholding, annuitant account updates and annuitant research.
Coverage by SME for reviews and interprets plan documents, multiple forms of contract level data and may perform complex benefit calculations.
Documentation of findings using established quality tools and methodologies, communicate with participants and internal clients for missing data, not-in-good- order forms or inquiries.
Understanding of regulatory items that affect an annuitant's account/calculation.

The Minimum Qualifications

Associate’s degree
3+ years operational, service, or related experience
2+ years of experience in leading teams or projects, as a team lead, subject matter expert or related role
2+ years of experience in driving continuous improvements and increasing operational efficiencies
1+ year experience with Microsoft excel, word, data/metrics

The Ideal Qualifications

Bachelor’s degree
Strong analytical/problem solving skill solving
Strong written, verbal, and interpersonal communication skills
Ability to engage, inspire and build a strong team culture
Strong attention to detail and ability to comprehend contract language
Effective time management with the ability to prioritize multiple projects
Proficient in Microsoft Office suite (Word, Excel, SharePoint, Teams)

What to Expect as Part of the MassMutual PRT Inforce Administration Team

Regular meetings with the team
Focused one-on-one meetings with your manager
Access to mentorship opportunities
Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQ, veteran and disability-focused Business Resource Groups
Access to learning content on Degreed and other informational platforms
Your ethics and integrity will be valued by a company with a strong and stable ethical business with industry leading pay and benefits

#LI-DK1