Head of A360 Operations

The Opportunity

As Head of A360 Operations, you be responsible for managing a team of people who manage and execute on various operational plans and responsibilities for A360 including the Support Center, Field Relationship Management as well as various business/operational functions that support the A360 platform.

The Team

As part of Brand, Product and Affiliated Distribution, the Distribution Platforms, Readiness and Strategy team is responsible for driving strategy and execution related to technology, governance, reporting, readiness and change management to support MassMutual’s product, marketing, and distribution organizations. Within our organization, we place a premium on creating a diverse and inclusive team, aligning priorities with key markets and distribution channels, while nurturing partnerships with key stakeholders based in transparency and accountability.

The Impact

This role requires broad partnership throughout the MassMutual Enterprise; you will be regularly collaborating with home office and field leaders to understand platform needs, incidents, and opportunities to improve and lead resources toward resolution. This role requires consistently acting in accordance with best practices and committing to exceeding our internal and external customers’ expectations in support of MassMutual’s strategic vision through strategic management of the operations of the Advisor360 platform.

You Will Lead a Team Charged With Responsibility For Servicing The Needs Of Our Field And Home Office Platform Users Through The A360 Support Center. This Includes Several Areas Of Support - Including But Not Limited To

• first line of defense to assist our Practice Development Specialist when they run into an issue with the platform or have a field user that needs support
• assist home office users who run into an issue with the platform or have questions and/or need data
• work with the A360 vendor to resolve and prioritize open tickets (incidents, defects, questions, requests)
• support CRM conversions into the A360 CRM
• test and become a subject matter expert on new functionality in the platform
• identify support trends and partner with our home office teams and the A360 vendor to implement solutions to reduce ticket volume
  
  

Responsibilities

You will have oversight responsibility for the A360 Relationship Managers. These Relationship Managers are aligned regionally to the MMFA distribution channel and are responsible for a number of areas of support - including but not limited to:

• recruiting assistance through platform demos, etc.
• proactive work with our field partners for growing platform engagement through training, awareness, and trouble shooting
• handling escalated requests from our field partners
• operating as SMEs for the platform and presenting as such in a variety of forums
• test new functionality in the platform
• representing the platform and/or providing training and best practices in a number of venues such as MassMutual Academy
  
  

Duties

Additionally, you will lead associates responsible for various operational duties that inform the A360 platform. These area include but not limited to:

• liaison for the Digital Experience AAX and GAX
• pulling various metrics and results for a number of publications and sharing with leadership
• preparing presentations
• handling escalated requests from our field partners
  
  

The Minimum Qualifications

• Bachelor’s Degree or equivalent work experience.
• 10+ years of experience managing multiple, complex projects/programs.
• 7+ years managing people/teams.
• Strong communication skills including the ability to communicate clearly and effectively with individuals across the organization and at all levels across all mediums (verbal, written, presentation).
• Strong analytical, problem-solving skills and data-driven mindset that translates into leadership skills.
• Strong presentation skills; track record of developing and delivering high- impact presentations; effective public speaking.
• Sound business judgment in an environment of rapid change – ability to respond to changes in direction, tight deadlines, and high-pressure situations.
• Comfortable dealing with both complexity and ambiguity, and able to explore multiple solutions to a problem.
• Strong analytical, problem-solving skills and data-driven mindset that translates into leadership skills.
• Broadly recognized as an effective, strong collaborator.
  
  

Ideal Qualifications Include

• 10+ years of experience managing enterprise-level initiatives.
• 5+ years of experience with insurance/investment distribution channels and/or operational/service capabilities.
• Familiarity with MassMutual affiliated and third-party distribution systems.
• Strong financial acumen including distribution/advisor knowledge.
  
  

Additional Critical Competencies Include

• Excellent negotiation skills.
• Strong interpersonal skills.
• Attention to detail.
• Ability to act courageously and with confidence.
• Interact with all levels of leadership.
• Demonstrating agility; effectively manage in a changing environment.
• Exceptional analytical, problem-solving and decision-making skills.
  
  

What to Expect as Part of MassMutual and the Team

• Regular meetings with the Distribution Platforms and Readiness team.
• Focused one-on-one meetings with your manager.
• Access to mentorship opportunities.
• 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 informational platforms.
• Your ethics and integrity will be valued by a company with a strong and stable ethical business with industry leading pay and benefits.
  
  

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.

If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.