MassMutual · 2 months ago
Business Operations Consultant
SPRINGFIELD, MA
Full-time
Onsite
Senior Level
7+ years expMassMutual is a company focused on delivering exceptional customer experiences, and they are seeking a Disability Income Business Operations Consultant to lead initiatives related to call center operations and service processing. The role involves managing escalations, driving continuous improvement, and collaborating across teams to enhance service delivery and operational excellence.
FinanceFinancial ServicesInsuranceLife InsuranceRetirement
Responsibilities
Manage senior-level escalations with precision, ensuring timely analysis and resolution
Deliver complex decisions promptly and accurately to colleagues and stakeholders
Elevate service delivery for customers and advisors by acting on feedback from the AAX Committee
Partner across teams to solve complex business challenges and spearhead project initiatives
Promote a culture of exceptional customer service, innovation, and adaptability
Participate in analysis, requirements gathering, testing, and communication for major projects
Keep guidelines and SOPs current and relevant
Spot process gaps and recommend actionable improvements
Apply analytical skills to assess risks and resolve issues effectively
Use insights to inform decisions and craft impactful communications
Contribute to departmental strategy and continuous process optimization
Qualification
Required
Bachelor's Degree or Associate's Degree and 7+ years of business analysis experience
5+ years of experience in business analysis
2+ years of experience in process analysis and continuous improvement
2+ years demonstrated in root cause analysis and pattern identification
2+ demonstrated ability to lead both tactical and strategic projects as a business lead
Preferred
Bachelor's degree in business administration, Information Technology, Engineering, or a related field
DI Product knowledge
In-depth knowledge of operational management and technical expertise to serve as a decision-maker for DI service and post-issue functions
Experience managing complex cases with attention to detail
Effective collaboration, negotiation, influence, and relationship-building abilities, with a focus on humility, respect, urgency, curiosity, and courage
Exceptional verbal and written communication skills, ability to present project updates to senior leaders and business partners
Positive, inclusive, agile, and collaborative approach
Commitment to customer focus, innovation, strategic thinking, and influencing outcomes
Critical thinking and problem-solving skills, utilizing data for resolutions
Ability to independently apply knowledge, address issues, and engage in constructive conversations to improve service
Organizational skills to prioritize tasks and manage multiple responsibilities effectively
Flexibility to handle changing priorities
Enthusiasm to work with a global team
Benefits
Access to learning content on Degreed and other information platforms
Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQ, veteran, and disability-focused Business Resource Groups
Company
MassMutual
MassMutual is a mutual life insurance company that provides investment management and trust services.
5001-10000 employees
H1B Sponsorship
MassMutual has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (96)
2024 (94)
2023 (66)
2022 (115)
2021 (121)
2020 (73)
Funding
Current Stage
Late StageLeadership Team
Eddie Ahmed
Chairman, President & CEO
Roger W. Crandall
Chairman, President & CEO
Recent News
2026-01-18
2025-12-25
Company data provided by crunchbase