About MassMutual Strategic Distributors

We have had great success in recent years distributing our annuity and life-LTC combination products through our financial institution relationships. To further this success we must evolve our strategy to reach more customers where they are, on their terms, with the products they need. For that reason, we are pleased to announce that MassMutual will be forming a dedicated third-party distribution channel, MassMutual Strategic Distributors (MMSD). MMSD will continue to build on the annuity and life-LTC combination strategy and expand the product solution offering to include life and disability insurance.

MMSD?s strategy is to aggressively grow top line sales by expanding existing and establishing new partnerships with financial institutions (wire houses, banks, broker-dealers) and making significant investments in technology, sales, operations, marketing and product development. Our strategy will be driven by dedicated teams across the enterprise where we will prioritize a dynamic, agile, and entrepreneurial culture.

Summary

The Head of Client Service (HCS) will be a member of the senior leadership team of MassMutual Strategic Distributors and they will contribute to the development of the overall strategic vision, execution plan, KPIs and goals of the business. This leader will develop and implement the strategy for the client service organization to achieve top quartile satisfaction scores among our distribution partners and support the broad strategy of MassMutual Strategic Distributors. The HCS will develop and manage demand capacity models to support the overall growing volume of business, while driving continuous improvement and efficiencies. This individual will build the MassMutual Strategic Distributors brand in the operations segment of the marketplace as a true partner, resource and innovator.

Key Responsibilities

The Head of Client Services will report to the Head of MassMutual Strategic Distributors and will be responsible for several critical functions. These functions and key responsibilities include:

• Represent client services to senior leaders at our third-party distribution partners
• Lead a team of associates that will effectively and efficiently handle all escalated operation and service issues from our distribution partners
• Develop strong internal relationships and network to assist with rapid issue resolution
• Gain deep understanding of distribution partners? operational processes, systems and workflow to effectively resolve escalated issues
• Develop a team culture around ease of doing business with MMSD
• Help drive overall strategy, execution and achievement of MMSD goals
• Manage communications to leaders in our distribution firms? operation teams across multiple product lines
• Partnering with new business, underwriting and service operations across all product lines to meet and exceed the expectations of our distribution partners, their financial professionals and our wholesaling/BGA partners
• Represent client services in key projects, onboarding and technology roadmap execution impacting MMSD
• Manage key third party relationship, including external resources, for new business processing, operations and process improvements
• Build, develop and manage a diverse team of associates focused on supporting third party individual life, annuities, hybrid and disability income business processing
• Drive process improvements and advisor experience
• Focus on talent development and creating and leading an inclusive environment
• Be an industry operations expert in the eyes of our distribution partners

Skills and Qualifications

• 8+ years of annuity or life operations industry experience with prior experience leading a direct team
• Strong working knowledge of financial services industry and third-party distribution
• Experience with leveraging technology to improve customer experience, issue resolution and improving processes
• Strong organizational, project management, detail orientation?and problem-solving skills
• Excellent written and verbal communication skills
• Travel required, estimated 15%
• Must be eligible to work in the US without sponsorship now or in the future

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