Manager of business services

Job Description

MassMutual is seeking a results-driven Manager, New Business Process to lead and optimize new business operations across insurance and wealth management products. This role is responsible for overseeing end-to-end new business processing, driving operational excellence, enhancing advisor support, and ensuring a seamless customer experience. The Manager will partner with sales, operations, compliance, underwriting, and service teams to improve efficiency, reduce risk, and support business growth. The ideal candidate combines strong leadership capabilities with a deep understanding of financial services operations, process improvement, and client-centric service delivery.

Key Responsibilities

• New Business Operations Leadership
  • Lead the execution and oversight of new business processing for insurance, investment, and wealth management products.
  • Ensure the timely, accurate, and compliant submission of new business applications and supporting documentation.
  • Monitor operational performance and service-level agreements to identify trends and opportunities for improvement.
  • Develop and implement best practices that improve processing efficiency, quality, and customer outcomes.
• Process Improvement & Operational Excellence
  • Evaluate and redesign workflows to increase productivity, eliminate bottlenecks, and enhance the overall client and advisor experience.
  • Establish and monitor key performance indicators (KPIs), dashboards, and operational metrics.
  • Lead continuous improvement initiatives using data-driven decision-making and change management principles.
  • Partner with technology and business stakeholders to identify automation and digital solutions that improve operational effectiveness.
• Advisor & Field Support
  • Serve as a strategic partner to advisors and field leadership regarding new business requirements, processes, and operational support.
  • Ensure advisors and support staff are informed of regulatory, procedural, and system changes.
  • Drive service excellence by providing proactive guidance and resolving escalated operational issues.
• Team Leadership & Talent Development
  • Lead, coach, and develop a high-performing operations team.
  • Foster a culture of accountability, collaboration, continuous learning, and customer focus.
  • Manage workforce planning, performance management, employee development, and succession planning activities.
  • Promote employee engagement and support organizational change initiatives.
• Client Experience
  • Champion a Advisor-first mindset throughout the new business process.
  • Identify opportunities to improve client onboarding, communication, and service delivery.
  • Resolve complex service issues and implement solutions that enhance client satisfaction and retention.

Qualifications

Required

• Bachelor's degree in Business, Finance, Operations Management, or a related field, or equivalent experience.
• 5+ years of experience in financial services, insurance operations, or wealth management operations.
• 3+ years of people leadership or operational management experience.
• Demonstrated experience managing new business, underwriting support, policy administration, or advisor service functions.
• Strong understanding of insurance and financial services operational processes.

Preferred

• Experience with life insurance, annuities, wealth management, or retirement products.
• Knowledge of regulatory and compliance requirements within the financial services industry.
• Experience leading process improvement, business transformation, or operational excellence initiatives.

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