The Opportunity

The New Business Director will lead a team of Account Managers and Case Managers who are committed to driving strong business results and exemplary customer experience to our Distribution partners and their clients through our various sales channels.
• Account Managers are the primary point of contact for aligned agency partnerships for all onboarding, service and support issues across distribution channels for all new business. They proactively own and manage an assigned book of business exceeding client expectations. This role is a true extension of our distribution partners; focused on creating a small company feel by reducing complexity and noise in the new business process.
• Case Managers are responsible for processing new business applications, completing contractual requirements and following various state regulations. This role maintains specialty knowledge and experience in advanced processes assisting in complex case resolution.

The Team

It is an exciting time in Underwriting at MassMutual!  MassMutual is going through a digital transformation while continuing to be a leading customer-centric company.  The team supports our MassMutual Financial Advisors (MMFA) distribution channel. We support MassMutual career agents, individual brokers, and the consumers they serve. The team culture is collaborative, cross-functional, and uses legacy and new technologies combined with a work/life balance. 

The Impact

Supporting startup and development of our improved New Business operating model servicing a growing number of Distributors.

• Effectively managing escalations, regulatory requests and making key business decisions.
• Partnering closely with our internal sales leadership teams to position your team and the organization to support sales growth.
• Supporting firm relationships and representing team and organization at field office presentations and industry conferences presenting to large audiences and soliciting feedback for customer experience improvement.
• Developing strategies for the larger organization, understanding unit cost drivers and accountable for driving workflow consistency, innovation and discipline to ensure unit cost measures are met.
• Identifying process improvements, make business decisions on changes/improvements, collaborating to implement, track impacts and check and adjust as needed.

• Demonstrated strength and understanding of customer expectations with a sense of urgency resulting in the ability to influence the organization to meet and exceed customer expectations.

• Demonstrated strength and ability to interface with and influence key decision makers/clients through use of negotiation skills, dealing with ambiguity and conflict management.

• Developing cross-functional relationships with leaders in sales, compliance, product, training, scheduling, workforce Management (WFM), Quality Assurance (QA).
• Partnering with our technology teams to prioritize enhancements and tools ensuring resources are aligned to implement successfully.
• Identifying developmental strengths and weaknesses of assigned areas/teams and ensuring necessary programs and resources are made available to support development needs.
• Leveraging analytics and key performance indicators, holding staff accountable to those measures.
• Improving the team’s proficiency, keeping abreast of latest industry development through continuing education, conferences, and industry events.
• Mentor and/or direct less experienced employees.

Minimum Qualifications:

• 5+ years Life or DI Insurance industry experience; Career Agency or Brokerage General Agency and Third-Party Brokerage relationships.

• 5+ years of experience directly managing teams.
• Bachelor’s degree or 10+ years of DI Insurance industry experience. 

Preferred Qualifications:

 • 10+ years Life or DI Insurance industry experience; Career Agency or Brokerage General Agency and Third-Party Brokerage relationships.

• Understanding of the Life or DI new business and underwriting process, and/or contractual expertise on Life and DI applications.
• Highly organized and detail oriented, ideally with an Agile or Continuous Improvement background, strong analytical and problem-solving skills.
• Ability to develop and focus on strategic goals while not losing sight of day-to-day needs and complexities.
• Ability to collaborate, negotiate, influence, build trust and maintain strong working relationships.
• Candidates must have demonstrated experience making data-driven decisions in a fast-paced environment with a proven ability to quickly adjust to deliver a best-in-class customer experience.
• Experience managing remote workforce ensuring collaboration, engagement and productivity.
• Experience documenting processes and developing new policies and procedures.
• Critical thinking skills to make business decisions impacting internal and external stakeholders.
• Demonstrated ability to effectively navigate and successfully lead teams through an ever-changing environment.
• Demonstrates strong energy level and a passion for service and performance excellence.
• Provides and promotes a best-in-class service experience.

• Ability to communicate difficult decisions or negotiate with others to reach mutually beneficial solutions

What to Expect as Part of MassMutual and the Team

• Regular collaboration with the Workforce Management, Reporting & Analytics and Finance teams.

• Focused one-on-one time 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

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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.