As the Broker-Dealer (BD) and Registered Investment Advisor (RIA) arm of MassMutual's Wealth Management organization supporting MassMutual Financial Advisors (MMFA), we have grown significantly over the past few years. That growth positions MMLIS within the top 10 BDs in the country. That growth has not only attracted top tier advisors and teams, but it has also allowed expanded growth and sophistication of our existing advisor population. Our strategy includes significant investment, recruitment and growth in our MMFA channel, specifically with our Wealth Management business. As part of that growth, MMLIS is segmenting the operational service and processing facets to our top-tier advisors. Our strategy includes growing and retaining our experienced advisor population through MassMutual agencies across the country and supporting them with a “white-glove” operational experience that is focused around the ease of doing business.

The Impact

MMLIS is looking for a highly skilled Investment Operations Director who understands the needs of the advisors and their staff. The leader will build the Elite Services team from the ground-up including phone support, new business principal review and approval, cashiering, transfer of assets, account maintenance, etc. for our top-tier advisors (currently ~175). In addition, strong relationship management skills are critical with advisors, agency leadership and MMFA leadership to ensure two-way feedback, ease of doing business, and communication. The director will be responsible and accountable for developing and delivering world class, exceptional service to our top-tier advisors and their clients. 

The Team

The MML Investors Services (MMLIS) Elite Services Team provides white glove, concierge level operational support and service to our Top-Tier Wealth Management advisors. We review and process all of their MMLIS New Business in addition to facilitating post new account functions including Advisory Operations, Cashiering, Transfer of Assets, and Account Maintenance. Our strategy includes growing and retaining our most successful and influential advisor population across the country and supporting them with an operational experience that is laser focused on the ease of doing business. We provide tailored telephony support and partner closely with all Service and Operations areas within MMLIS including MMLIS Product, MMFA leadership, Legal, and Compliance.

Daily and monthly responsibilities - What your days and weeks will include.

• Help build, monitor and manage the execution plan for the Elite Services team support model

• Understand advisor sales processes, home office submission processes, compliance and regulatory landscape and implications, understand and balance multiple risks.

• Build processes, procedures, workflows, and communication standards that display a concierge model which is founded on advisor ease of doing business

• Lead a team of hourly and salaried employees in order to reach the full potential and shared goals consistent with the strong culture already present

• Develop and manage daily and other periodic key performance metrics and dashboards which include quality, cycle time, service levels and advisor satisfaction and net promoter scores

• Create and monitor a robust diversity and inclusion strategy that delivers better business results and imbeds diversity & inclusion into the culture of the team. Engage and inspire others to build a culture of innovation, inclusion, and diverse thought leadership

• Utilize continuous improvement tools and techniques to constantly check and adjust to ensure we maintain our key metrics and meet expectations of our advisors.

• Partner with other areas within MMLIS to ensure best practices and efficiencies.

• High visibility, include some travel, to our top-tier advisors and General Agents

• Assist in managing annual operating budget for the team and interface with corporate finance partners

• Identify opportunities to identify strengths of the new organization and leverage across the broader team

• Partner closely across the organization to ensure collaboration and connections are made across projects, priorities, and functions

• Other assignments as needed

The MINIMUM Qualifications

• Bachelor's degree or 10 years related extensive business experience required

• FINRA licenses required at time of application: 7 & 24

• Series 4, 52 and/or 53 to be obtained within one year

• 5+ years of operational experience in one or more disciplines: service, new business, cashiering, TOA, maintenance

• Strong understanding of BD/RIA operational platforms and workflows

• Experienced with taking complex data and scenarios developing the story to present to senior leadership

• Demonstrated ability to develop and provide stellar service to our top advisors and their clients

• Abreast of industry rules and regulations, and ability to balance risk

• Strong analytical and problem-solving skills with superior communication and organizational skills

• Extensive relationship management experience

• Successful experience leading hourly and salaried employees including building culture and career development

• Must be collaborative partner within the broader MMLIS and Wealth Management teams

• Expert at juggling multiple priorities through strong leadership and collaboration skills

• Ability to prioritize complex and competing demands while flexing and adapting to evolving environment

• Innovative mindset

• Demonstrated decisive decision making

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The IDEAL Qualifications:

• FINRA licenses at time of application: 7, 24, 4, 52, 53