Director of New Business Onboarding and Implementation

The Opportunity

As the Director of New Business Onboarding and Implementation, you’ll lead a team of New Business Implementation Managers responsible for onboarding new client relationships. You will ensure the team is operating at a high level and delivering a memorable customer experience by establishing clear goals and tracking. You’ll maintain quality metrics and customer satisfaction scores by enabling the team to deliver service in a timely and high-quality fashion.

As we continue to grow, you will scale our customer processes and optimize for efficiency and customer experience. You will participate in developing new strategies to increase enrollment/participation, adoption of self-service tools, and customer advocacy across all customer segments. You will scale team operations by improving the customer experience from initial Implementation contact through the transition to ongoing customer service team. You will provide project support to enhance long-term strategies to support our growing Worksite product portfolio.

The Team

The Worksite Insurance business is growing as we aim to reach middle class workers in support of the company’s vision to provide financial well-being to all Americans. Worksite has achieved success in recent years distributing our Group Voluntary and Executive products through our multi-channel distribution relationships. In addition to your team members, you will work closely with members of the Internal Sales, Enrollment Technology and Account Management teams.

The Impact

As the Director of New Business Onboarding and Implementation, your responsibilities will include but not limited to the following:

• Manage and grow a team of Customer Implementation managers
• Increase customer satisfaction, enrollment rates, and adoption
• Lead team to success through data driven decisions and insight
• Oversee root cause processes to ensure improvements are identified and implemented
• Strategically lead and develop team to enhance performance by setting clear accountable performance measures
• Identify and provide feedback through 1on1s, including the use of personal development plans and coaching, while creating growth and learning opportunities for the team
• Develop procedures and policies to increase the quality and efficiency
• Oversee processes for reporting high value activities and manage team’s capacity to staff individuals to projects and proactively identify staffing needs
• Empower and engage the Implementation Management Team
  
  

The Minimum Qualifications

• 7+ years of experience in the Group or Voluntary Benefits industry
• 3+ years of experience leading onboarding/implementation teams, projects or initiatives
• Bachelor’s degree or a H.S. Diploma with 10+ years of experience in the Group or Voluntary Benefits industry in lieu of a degree
  
  

The Ideal Qualifications

• Demonstrated success in a role requiring strong attention to details, teamwork, and initiative
• Demonstrated capacity management and process improvement capabilities
• Excellent written and verbal communication skills
  
  

What to Expect as Part of MassMutual and the Team

• Regular meetings with the New Business Onboarding and Implementation team
• Focused one-on-one meetings with your manager
• Access to mentorship opportunities
• Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQIA+, 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
  
  

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.

If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.