MassMutual Financial Group Organizational Efficiency and Continuous Improvement Consultant 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.



Job Description:

Opportunity to join MassMutual’s new Enterprise Service organization. A team focused on providing a common, accommodating service and support experience that is client centric to all consumers of technology in order to improve their satisfaction and productivity with technology tools and applications. Help transform and shape the formation and direction of the function and play a critical role in the success of MassMutual.

Working independently and directly for Head of Operational Productivity this position will be responsible for coaching, mentoring, conducting continuous improvement and root cause analysis driving solutions and recommendations for the efficient running of the organization working across the entire department. While each team of enterprise service will have its own focus on continuous improvement, this individual will look to drive improvements and solutions across the organization and/or provide support for their partner teams sharing improvement opportunities and process innovation.

Research, analyze, and evaluate data to identify patterns and validate accuracy and process performance. Establish appropriate KPIs, improvement milestones, and project deliverables in order to direct investigation into problems and potential solutions. Identify key issues, trends, and potential root causes that point to improvement opportunities. Provide explanations, interpretations, and recommendations for process improvements. Leads and participates in projects as well as proactive in driving solutions across partner teams and delivering improved service to Mass Mutual. Must have a continuous improvement and customer service mindset with the ability to recommend improvements to the end user experience. Teamwork and communication across the organization is critical for success. Accountable to drive continuous improvement initiatives, recommendations, and communicate effectively across with business consumers of technology both the field and home office.


  • Job-related experience in continuous improvement and operational support required

  • Excellent oral and written communication, organizational and interpersonal skills

  • Excellent problem-solving, troubleshooting, and project management skills required

  • Exceptional customer service skills

  • Strong dedication to maintaining professional relationships with team and users

  • Ability to work effectively with all organizational levels individually and as part of a team and to communicate effectively with all levels of management and staff

  • Ability to remain calm under pressure, deal with stress associated with a fast-paced work environment, and remain flexible and adaptable in changing situations

  • Ability to learn quickly (e.g., new technology)

  • Ability to take the lead on projects and problems when requested or as appropriate, to make sound decisions and take the initiative to anticipate user needs

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


  • 5+ Years of preferred experience

  • Previous experience supporting technology customers preferred

  • Professional Certification - PMP

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.

For more information, visit or find us on Facebook, Twitter, LinkedIn, YouTube, Google+, Instagram and Pinterest.

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)