Head of Worksite Service Delivery

Position Summary:

Reporting to the Head of Worksite Customer Experience, the Head of Worksite Service Delivery will lead the strategic transformation of Worksite Voluntary Benefits client service. This role will be responsible for the delivery and direct oversight of the domestic based day-to-day executive benefit products (EGL & DI) operations. Serve as the main point of contact for our TPA relationships. Will work in collaboration with a third-party administrator, including claims and billing processing, call center operations, mailroom management, and policy administration to manage the Voluntary Benefits service delivery for Worksite. Will also work in conjunction with MassMutual’s Global Business Services team to align on strategic initiatives.

Responsibilities:

The successful candidate will be a recognized industry leader with a strong background in technology, operations and a proven track record of leading business transformation, with a focus on customer experience, and optimizing service offerings.​

• Strategy & Execution – Build Worksite Operations & Client Services Technology & Delivery Roadmap, including sourcing and partnerships. Develop Customer journey maps. Define KPIs and SLAs.

• Project Planning and Execution – Develop comprehensive project plans, including timelines, milestones and resource allocation. Coordinate and lead cross-functional teams to execute project deliverables. Ensure projects are completed on time, within scope, and within budget.​

• Financial Acumen- understand and effectively manage financial aspects of the global operations infrastructure and how it supports the overall business profitability

• Strategic direction/governance- critical ability to align business unit objectives with the actions of partners to ensure mutual success. Clear communication of business goals and performance metrics, ensuring that they understand the broader strategy and their role within it. Establishment of governance structure and enforcing contract to manage risks and drive continuous improvement. Foster collaboration and transparency.

• ​Engagement Management – Serves as the primary point of contact between the organization and our third-party administrator(s). Build and maintain strong relationships with key stakeholders, including internal teams (Technology, Operations, Program Management, Business Enablement, Training & Communication) and external partners.

• ​Operational Oversight & Risk Management – Apply operational expertise to implement and monitor quality control measures and risk mitigation strategies to ensure the highest standards of client services and operations delivery. Manage budget and finances for our TPA relationships. Work to streamline processes and improve efficiency. Monitor and analyze project performance, identify areas for improvement, and implement necessary changes.​

• Project Execution- manage projects of various sizes from strategy to execution. Structured approach to planning and oversight achieving designed objectives. Delivery of projects on time, within budget with desired outcomes.

• ​Reporting and Documentation – Facilitate effective communication to ensure alignment and address any issues. Implement key stakeholders’ executive communication.

• ​Vendor Due Diligence and Contract Management- Collaborate with legal and procurement teams to incorporate business & governance requirements into vendor contracts and agreements.

• Executive Level Communication- Ability to communicate effectively with senior leaders within an organization. Concise, data driven focus approach to help influence decisions and secure buy in.

• Leadership –  provides direction, coaches, develops, and retains an engaged, high performing team. Ensures team members have the resources needed to meet business objectives. 

Required Qualifications:

• 15+ years of overall CX/Operations experience in the Financial and Insurance Services Industry.

• MBA or other relevant advanced degree strongly preferred.

• Proven experience working with a third-party administrator​ in a global geographical footprint

• Large scale, cultural, organizational, process and platform transformation experience

• Strong understanding of insurance operations, including claims processing, underwriting and policy administration

• Experience in implementing and managing business engagements, running due diligence, defining terms of relationship, governance structure and continuous improvements expectations.

• Strong understanding of all stakeholders’ roles – Business & Technology Architect, Service Delivery Lead, Digital Lead, Vendor & Project Management,

• Should possess knowledge of advisor/customer experience tools.

Required Skills:

• Strategic thinking and vision with excellent problem-solving abilities

• Customer focused mindset with a lean towards leveraging digital capabilities

• History of building relationships with key stakeholders, engage and influence

• Exceptional communication, influencing and relationship-building skills. Achieves alignment with ability to overcome resistance

• Strong organizational/people leadership experience, leading teams of various sizes through growth and change.

• Talent identification and experience in building effective cross-functional teams

• Ability to work independently in a fast-paced environment as well as lead and manage teams and multiple projects simultaneously, while adapting to changing priorities​

• Detail-oriented with a focus on delivering high-quality results​

• Remain up to date on industry trends and best practices.

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