+ Manages areas responsible for operational support and/or customer services needed by policy owners/clients and the field force that may be complex and/or moderate to high risk service area(s). + Plan, direct, organize and manage one or more service operations functions needed by policy owners/clients, internal business partners and the field to maintain in-force policies and/or new business. + Develop team objectives to align with overall business goals and manage the achievement of those objectives. + Develops knowledge in team to improve processes, streamline work, document procedures and gain efficiencies. + Create/foster a culture that inspires people to achieve our vision and where employees play the role of advocate for our customers by anticipating their needs, meeting them where they are, innovating to improve their experiences,and empowering decision making.+ Invest in and develop critical thinkers who can understand the end-to-end customer experience to be able to make decisions on behalf of the customer. + Select, train, coach and develop staff, manage team structure, and create an environment that inspires & motivates employees, leading by example. + Assess trending of metrics, quality, and resource assignments for required adjustments to be made and ensure service levels will be consistently met. + Adhere to both company policy and governmental regulations concerning department. + Stay abreast of pertinent business and industry knowledge as well as state and federal regulations. Qualifications: + Bachelors degree + Minimum 8 years of related experience + Strong written and verbal communication + Prior leadership experience managing teams _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._