MassMutual Financial Group Director of Operations in Enfield, Connecticut

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.

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.

Together, we’re stronger.




MassMutual is seeking an accomplished operational leader to join the Defined Benefit (DB) team within MassMutual Institutional Solutions. The individual will have accountability for the ongoing service of Defined Benefit clients including delivering a differentiated customer experience. They will be required to use leadership, influence, and business acumen to create, drive, and execute an operational strategy. This strategy centers on the participant and plan sponsor. The individual is required to engage, lead, and inspire a team of 20 and is accountable for creating scale and improving the customer experience.


The role requires an understanding of how operational functions can and will influence the customer experience. This includes understanding workforce management (staff model), staff development, and the critical role procedures play in operational environments. They must also demonstrate a continuous improvement mindset that orients outside-in and through the lens of our customers.

The role is also a key component of Institutional Solution’s broader succession strategy and therefore the individual is required to influence, collaborate, and effectively communicate with other units within Defined Benefit. This is a customer-facing role which will interact with plan sponsors, intermediaries, and participants. Therefore, the individual must demonstrate strong business acumen and the ability to take the complex and simplify it.

Lead the Defined Benefit Operations Organization

  • Manage a diverse team of service professionals in the day-to-day operations of the Defined Benefit business. This entails the serving of approximately 200 DB plans and 200,000 participants through an engaged workforce.

  • The individual is responsible for creating scale and operational efficiencies and do so in a way that takes the complex and makes it simple for participants and plan sponsors.

Define and Drive the Customer Experience

  • Using analytics and customer insights, create a plan to differentiate MassMutual’s service offering through the lens of participants and plan sponsors.

Sponsor Improvement Initiatives

  • Serve as business sponsor for key initiatives aimed at creating a differentiated customer experience and driving scale. Sample initiatives include system enhancements and operational improvements.


  • College Degree Required

  • Ability to engage a workforce through inspirational leadership

  • Continuous improvement mindset

  • Strong analytical skills

  • Work in Enfield/Springfield

  • Authorized to work in the United States without sponsorship now or in the future


  • 5+ years of career progression preferred

  • 2+ year of people management experience desired

  • True desire to lead a team and manage by example

Ranked No. 93 in the annual FORTUNE ® 500 Ranking (FORTUNE ® Magazine, June 2018) and recognized as a World’s Most Ethical Company by Ethisphere, MassMutual is guided by a single purpose: We help people secure their future and protect the ones they love. As a company owned by our policyowners, we are defined by mutuality and our vision to put customers first. It’s more than our company structure – it’s our way of life. We are a company of people protecting people. Our company exists because people are willing to share risk and resources, and rely on each other when it counts. At MassMutual, we Live Mutual.


Focus on the Customer: We understand our customers well and look for every opportunity to deliver an experience that is clear, easy, personal, human, empowering and trustworthy.

Act with Integrity: We deliver on our promises by being open, honest and humble and by adhering to the letter and spirit of applicable laws, rules, regulations and company policies.

Value People: We respect and learn from each other’s diverse backgrounds, experiences and ideas. We engage and develop people to their greatest potential.

Work Collaboratively: We work together to achieve results by actively listening, seeking, understanding and creating solutions as a unified team driving toward one company, one culture, one brand.

Achieve Results: We focus on winning by exceeding expectations and getting better – everyone, every day.

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MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.

At MassMutual, we’re fostering an inclusive and dynamic environment where our employees are valued for who they are and can build successful careers. For us, diversity and inclusion is more than a goal, it’s the only way forward.

• 100% rating on the Human Rights Campaign Corporate Equality Index (2018)

• National Association for Female Executives Top Company for Executive Women (2018)

• Disability Equality Index® (DEI) Best Place to Work for Disability inclusion (2018)

• Working Mother Media 100 Best Company (2017)

• Military Friendly Employer (2018)