MassMutual Financial Group Head of MMUS Shared Services in Springfield, Massachusetts

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.



The Head of Shared Services has overall responsibility for the delivery of shared capabilities and services that achieves scale, efficiency and delivers results that meet high levels of consistency and quality on behalf of all Insurance Operations. Services delivered include, but not limited to: Business Intelligence, Learning & Performance, Quality Control, Regulatory Control, Regulatory Controls and Business Content Management.


  • Accountable for the delivery of shared capabilities and services the support the broader organization including but not limited to: Business Intelligence, Learning & Performance, Quality Control, Regulatory Controls & Business Content Management.

  • Develop & lead execution of Insurance Operations Shared Services strategy: establish and drive the strategic direction of Shared Services in alignment with the broader Operations strategy. Operationalize the strategy and ensure the achievement of scale and efficiency while driving consistently high quality service that meets or exceeds the needs of internal customers. Develop best practices and/or Center of Excellence (CoE) business model for all services.

  • Understand the impact of shared service on acquisition and in-force unit costs, ensuring the cost and value of services align with industry best practices and Insurance Operations needs.

  • Develop and lead Business Intelligence function including data analysts, technical/report developers and project management staff using Agile project methodology to facilitate business intelligence development and implementation. Responsible for leading the strategic design and maintenance of business intelligence applications, ensuring that the use of business intelligence applications enhances business decision-making capabilities.

  • Lead an operations organization of approximately 100 employees across diverse functions. This includes staffing, developing and retaining a talented, diverse and highly engaged workforce. Provide guidance, coaching and development to direct management team and associates. Ensure demand/capacity model meets variable and growing demands. Strive to improve the organization's proficiency and professionalism through continuing education, and various development efforts.

  • Implement continuous process improvement practices. Use lean business processes to streamline our operations and enhance the customer experience. Foster a culture of innovation and experimentation. Effectively lead the organization through change.

  • Lead and/or participate in key initiatives for MMUS Insurance Operations. Maintain competitive awareness through participation in industry events and associations, study groups, etc.

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)