Director - Advisor360 Support & Service Operations

MassMutual

Director - Advisor360 Support & Service Operations

Posted 4 Hours Ago

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Springfield MA USA

Hybrid

138K-181K Annually

Senior level

Big Data • Fintech • Information Technology • Insurance • Financial Services

We help people secure their future and protect the ones they love.

The Role

The Director of A360 Support & Service Operations leads the service team at MassMutual focusing on strategy performance and operational excellence across the A360 platform while managing service delivery and partnerships effectively.

Summary Generated by Built In

The Opportunity
The Director of A360 Support & Service Operations is a senior leadership role responsible for shaping the strategy performance and future of MassMutual's Advisor360 support organization. This role leads a high-impact service team that delivers a scalable reliable and advisor-focused support experience across the A360 platform. Reporting to the Head of A360 Operations you will own end-to-end service delivery escalation governance workforce strategy and operational readiness for platform enhancements-while partnering closely with Advisor360 Distribution Technology Compliance and Operations.
The Team
The MassMutual A360 Support Center team is made up of a group of consultants with a mission to provide best-in-class support and platform expertise throughout the Advisor360 software suite. As the leader of this team you will balance operational rigor with forward-looking innovation-driving stability today while building a scalable resilient support model for the future.
The Impact

Set the vision and strategy for A360 Support defining service standards escalation models and performance expectations that scale with platform growth.
Lead and develop a high-performing organization building leadership depth workforce capacity and a resilient operating model.
Own service delivery and operational excellence including ticket management SLAs backlog health advisor experience and readiness for releases integrations and enhancements.
Partner across the enterprise acting as a senior liaison to Advisor360 and internal leaders to resolve complex issues manage risk and inform platform and investment decisions.

The Minimum Qualifications

HS Diploma or equivalent
7+ year's experience in operations
3+ year's of leadership experience
2+ year's experience in change management
3+ year's experience with Advisor 360
Due to the nature of this position as a part of our background check process candidates must be able to pass a non-registered fingerprint background check to qualify as a fingerprinted person under FINRA.

The Ideal Qualifications

Bachelor's degree
5+ Experience supporting large-scale CRM digital or advisor-facing platforms (e.g. Advisor360 Salesforce financial services technology)
10+ years financial services wealth management or distribution-centric organizations
Demonstrated success driving operational transformation workforce evolution or service modernization initiatives
Familiarity with ServiceNow or similar enterprise service management platforms
Excellent interpersonal skills; team player self-motivated; patient demeanor; approachable style
Strong organizational and time management skills are essential
Ability to lead and motivate a large team while meeting operational and financial objectives
High aptitude for effective problem resolution
Must be able to think independently and tactfully challenge the opinions of others

What to Expect as Part of MassMutual and the Team

Regular meetings with the Society 1851 team
Focused one-on-one meetings with your manager
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

#LI-DK1
MassMutual is an equal employment opportunity employer. We welcome all persons to apply.
If you need an accommodation to complete the application process please contact us and share the specifics of the assistance you need.
California residents: For detailed information about your rights under the California Consumer Privacy Act (CCPA) please visit our California Consumer Privacy Act Disclosures page.
Salary Range: $137800-$180800

Skills Required

7+ years experience in operations
3+ years of leadership experience
2+ years experience in change management
3+ years experience with Advisor 360
HS Diploma or equivalent

What the Team is Saying

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The Company

HQ: Springfield MA

6000 Employees

Year Founded: 1851

What We Do

Since 1851 MassMutual’s commitment has always been to help people protect their families support their communities and help one another. This is why we want to inspire people to Live Mutual. We’re people helping people. Together we’re stronger.

Why Work With Us

MassMutual has the financial security and stability of a 170+ year old company with the culture and energy of a startup. We work every day with the customer front of mind to build the best digital experience in the industry.

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Hybrid Workspace

Employees engage in a combination of remote and on-site work.

We believe in capitalizing on the best of being together in our offices as well as personal flexibility. Our workplace philosophy puts office collaboration first combined with flexibility to work remotely.

Typical time on-site: 3 days a week