Worksite Customer Care Account Management Director

Massachusetts Mutual Life Insurance Company (MassMutual) • $121K — $159K *
Springfield, MA 01109In-Person
Finance & Insurance
8 - 10 years of experience
1 week ago
Job Overview by Ladders

Qualifications

  • High School Diploma or GED required
  • 8+ years in financial services customer service
  • 2+ years managing direct reports or informal leadership experience
  • Strong communication skills, both verbal and written
  • Ability to work independently and manage changing priorities

Responsibilities

  • Develop and implement account management strategies
  • Lead and mentor a team of account managers
  • Build trust-based relationships with distribution partners
  • Oversee delivery of high-quality service and enhance processes
  • Analyze performance metrics to inform strategy and improvements
  • Resolve customer issues proactively
  • Represent the company at industry events

Benefits

  • Competitive salary and bonus opportunities
  • Opportunities for professional growth and development
  • Flexible working environment with occasional travel
  • Team-oriented, collaborative culture
  • Focus on continuous process improvement
Full Job Description
The Opportunity

The Worksite Customer Care Account Management Director is a key leadership role within the Worksite Customer Experience organization responsible for developing and executing strategies that ensure a best-in-class service experience and foster enduring, trusted relationships with our distribution partners. This role requires a dynamic, visionary leader who can inspire a team, earn trust with internal stakeholders, and consistently deliver exceptional business results that advance both the company's and organization's objectives.

The Impact
  • Strategic Leadership: Develop, implement, and refine the account management strategy to continuously elevate service standards and optimize producer and client engagement. Uphold a clear vision and set measurable goals for the team, aligning efforts with broader organizational priorities.
  • Team Management: Lead, mentor, and grow a high-performing team of account managers and billing consultants, fostering a culture of excellence, collaboration, and accountability. Oversee hiring, training, coaching, and performance management to ensure the team's professional growth and success.
  • Relationship Stewardship: Serve as the leadership point of contact for service & customer experience related items with key distribution partners and Third Party Administrators, building strong, trust-based relationships. Act as an advocate for customer's needs and priorities, ensuring that service delivery exceeds expectations and aligns with department goals.
  • Service Excellence: Oversee the delivery of best-in-class service, continuously seeking opportunities to enhance processes, resolve challenges, and anticipate needs. Implement feedback mechanisms and performance metrics to monitor and improve service quality.
  • Operational Oversight: Establish and maintain efficient processes, tools, and reporting mechanisms that support consistent, high-quality service. Ensure the team adheres to business unit standards, risk management practices, and internal policies.
  • Data-Driven Insights: Analyze performance metrics, market trends, and firm feedback to inform strategy and drive continuous improvement. Prepare and present regular reports to senior leadership, highlighting successes, opportunities, and risks.
  • Issue Resolution: Proactively uncover potential challenges and swiftly resolve escalations, acting as a trusted problem-solver and assuring firm leadership and staff of the company's commitment to their success.
  • Advocacy and Representation: Represent the company at industry events, conferences and field agency visits, showcasing our values and dedication to excellence.
  • Other duties as assigned


The Minimum Qualifications
  • High School Diploma or GED
  • 8+ years financial services customer service experience
  • 2+ years of experience in a people leadership role managing direct reports, OR 2+ years demonstrating informal leadership by guiding, coaching, and supporting colleagues in their day-to-day work, leading cross-functional initiatives, projects, or workstreams, and driving outcomes
  • Occasional travel as needed


The Ideal Qualifications
  • Bachelor's Degree
  • 5+ years people leadership experience
  • Experience in Group/Voluntary Worksite products preferred
  • Experience managing teams through change
  • Strong communication skills, both verbal and written
  • Ability to work independently, balancing priorities and adjusting throughout the day
  • Experience developing associates at all levels of experience
  • Proven experience driving continuous process improvements and increasing operational efficiencies
  • Strong analytical/problem solving skill solving
  • Strong written, verbal, and interpersonal communication skills
  • Organization navigation skills
  • Continuous improvement mindset


Salary Range:
$121,800-$159,800

At MassMutual, we focus on ensuring fair equitable pay, by providing competitive salaries, along with incentive and bonus opportunities for all employees. Your total compensation package includes either a bonus target or in a sales-focused role a Variable Incentive Compensation component.

About Massachusetts Mutual Life Insurance Company (MassMutual)

Massachusetts Mutual Life Insurance Company (MassMutual) Careers

Joining the team at Massachusetts Mutual Life Insurance Company (MassMutual) offers more than just a job; it opens the door to a world of job opportunities where professional growth and personal development are encouraged and nurtured. Massachusetts Mutual Life Insurance Company (MassMutual) stands as a beacon of innovation, leadership, and diversity in the insurance industry.

Explore Career Opportunities

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Internship Programs

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Employee Benefits and Culture

Massachusetts Mutual Life Insurance Company (MassMutual) is committed to supporting its team members not only in their professional lives but also in their personal growth. The company offers comprehensive benefits designed to nurture the well-being of its employees and their families. The culture at Massachusetts Mutual Life Insurance Company (MassMutual) is built on a foundation of respect, integrity, and diversity, fostering an environment where everyone can thrive.

Professional Development and Growth

Career growth at Massachusetts Mutual Life Insurance Company (MassMutual) is propelled by continuous learning and development opportunities. The company invests in diversity training, leadership programs, and innovation workshops to ensure that every team member has the resources to advance their career. Employees are encouraged to expand their knowledge base and acquire new skills through various training and development programs.

Networking and Innovation

At Massachusetts Mutual Life Insurance Company (MassMutual), networking and innovation go hand in hand. Employees are encouraged to connect with colleagues and industry professionals, enhancing their career prospects and contributing to the company's leadership in the market. The collaborative environment ensures that innovative ideas are shared and celebrated.

Join the Massachusetts Mutual Life Insurance Company (MassMutual) Team

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Explore Jobs and Careers at Massachusetts Mutual Life Insurance Company (MassMutual)

Whether you are seeking a new challenge, a leadership role, or a collaborative team environment, Massachusetts Mutual Life Insurance Company (MassMutual) offers a dynamic and supportive workspace for everyone. Check out the latest job openings and embark on a rewarding career journey with Massachusetts Mutual Life Insurance Company (MassMutual).
Learn more about Massachusetts Mutual Life Insurance Company (MassMutual)
Industry
Finance & Insurance
* Ladders Estimates

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