Senior Associate - Worksite Operations

Who We Are - MassMutual India
Since 1851, MassMutual's commitment has always been to help people protect their families, support their communities, and help one another. Therefore, we want to inspire people to Live Mutual. We at MassMutual value diversity and inclusion. We're people helping people
A career with us means you will work alongside exceptional people and be empowered to reach your professional and personal goals. Our employees are the foundation of what makes MassMutual a strong, stable, and ethical business. We seek and value unique and varied perspectives and experiences because we believe we are stronger when all voices are heard. We invite you to bring your bright, innovative ideas to MassMutual as we continue to help millions of Americans rely on each other.
Roles and Responsibilities:

• Prepares the service quality plan, manages team, ensures process compliances, resolution of escalations, KM compliances with the objective to sustain delivery predictability and meet client and internal commitments on a continuous basis for the specific processes under purview within the guidelines, policies, and norms of company
• Sets challenging goals for own self, demonstrates a sense of urgency to deliver on these goals in a timely and efficient manner. Has attention for details and focuses on delivering first time right out puts in a timely manner
• Comes up with new ideas to improve in own work area. Identifies personal learning goals, leverages formal as well as informal learning mechanisms and prioritizes learning. Experiments with new way in own area of work of doing things, extracts appropriate learning from a failure. Constantly looks at doing things better to enhance own output Handles/helps resolve escalations at the process level to ensure high customer satisfaction
• Participate in the ideation process and produces the documentation and trains the team on the reengineered process to meet client and internal commitments on a continuous basis
• Exhibits working knowledge of complaint handling procedures adequate to understand when to escalate matters and to whom. Shows basic awareness of the client business and key processes to relate own area of work to client outcomes
• Shows working knowledge of the various reporting requirements (templates/frequency etc.) sufficient to generate accurate reports and highlight issues, train team members, and proactively identify and communicate risk in meeting SLAs/ reporting requirements. Exhibits sound understanding of process performance measurement and tracking requirements used in day-to-day operations (quality/turnaround time/productivity) needed to provide the required data on performance
• Applies working knowledge of risk mitigation practices to identify and manage the risk and liabilities associated with own process.
• Participates as a part of the transition team to prepare/review the process definition & documentation for the specific process within his/her purview to enable the manager to finalize the To-Be process

Requirements Qualifications:

• Bachelor's degree (Non - Technical)
• 5-8 years of experience in Operations
• Rich experience in US Insurance platform Usage
• Hands-on experience in US Insurance Domain, preferably Life insurance, annuities, and Retirement
• Critical thinking, Logical approach, Flexible
• Willing to work in US shifts

Preferred Skillsets:

• Training & Transition Experience
• Good English written & listening skills
• Analytical skills

Why Join Us?
We've been around since 1851. During our history, we've learned a few things about making sure our customers our top priority. In order to meet and exceed their expectations, we must have the best people providing the best thinking, products, and services. To accomplish this, we celebrate an inclusive, vibrant, and diverse culture that encourages growth, openness, and opportunities for everyone. A career with MassMutual, Great Place to Work® certified and India's Best Workplaces in BFSI 2023 - Top 50 organization means you will be part of a strong, stable, and ethical business with industry leading pay and benefits. And your voice will always be heard.
Does this sound like a great fit? Apply today!