Business Operations Consultant

The Opportunity

As an Disability Income Business Operations Consultant, you will serve as the primary representative of the DI Customer Care team on both tactical and strategic projects related to Disability Income call infrastructure and post-issue service processing. This includes supporting new initiatives and enhancements to Disability Income products, overseeing system migrations, and leading production support. You will work within a dynamic, innovative, and collaborative environment focused on enhancing tactical and strategic initiatives for DI products, call center operations, and post-issue processing, all aimed at delivering exceptional experience. Additionally, you will act as a key point of contact for projects involving the call center and all post-issue service functions.

The Team

You will join a team dedicated to supporting Disability Income Call Centre and Post-Issue service functions through various means, including technical subject matter expertise, system migrations, leadership on projects, DI AAX service improvements, reporting, service escalations, and capturing the voice of the customer. The team's core responsibility is to ensure outstanding experiences for advisors and customers. By consistently seeking opportunities for improvement, the team strives to enhance the overall customer journey. Embodying agility, resilience, accountability, business acumen, and strong communication skills, you will contribute to elevating the experience for customers, field personnel, and internal and external business partners.

The Impact

As a key contributor in this position, you will play a pivotal role in driving operational excellence, fostering innovation, and shaping the customer experience. Your work will influence critical decisions and help lead transformative initiatives.

Key responsibilities include, but are not limited to:

• Lead with Expertise: Manage senior-level escalations with precision, ensuring timely analysis and resolution.

• Communicate with Clarity: Deliver complex decisions promptly and accurately to colleagues and stakeholders.

• Drive Continuous Improvement: Elevate service delivery for customers and advisors by acting on feedback from the AAX Committee.

• Collaborate for Impact: Partner across teams to solve complex business challenges and spearhead project initiatives.

• Champion Change: Promote a culture of exceptional customer service, innovation, and adaptability.

• Shape Strategic Outcomes: Participate in analysis, requirements gathering, testing, and communication for major projects.

• Maintain Excellence: Keep guidelines and SOPs current and relevant.

• Identify Opportunities: Spot process gaps and recommend actionable improvements.

• Think Critically: Apply analytical skills to assess risks and resolve issues effectively.

• Leverage Data: Use insights to inform decisions and craft impactful communications.

• Support Growth: Contribute to departmental strategy and continuous process optimization.

Minimum Qualifications

• 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

Ideal Qualifications

• 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

What to Expect as Part of MassMutual and the Team

• Regular meetings with the Disability Income Customer Care Team, Operations Support, Shared Services, ETX/vendors, Product and New Business and Underwriting.

• Focused one-on-one meetings with your manager

• 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 information platforms

• Your ethics and integrity will be valued by a company with a strong and stable ethical business with industry leading pay and benefits

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