MassMutual Financial Group Field Service Director 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 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.

Description

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POSITION SUMMARY

Lead a small team or work group of employees responsible for providing relationship management and services needed by and on behalf of field producers. Work with team to ensure goodwill is maintained by supporting prompt and accurate processing of transactions and inquires. Has decision-making authority. Demonstrate understanding of MM Way foundations. Maintain and follow MM Way Leader Standard work. Lead and ensure Gap-Cause Action problem solving. Lead department daily huddles and coaches others to lead as well. Demonstrate skilled change agent leadership

RESPONSIBILITIES

Responsible for tactical and short-term strategic Team leadership and direct people management responsibilities, with span of control of 10 to 14 Associates (exempt and non-exempt). Use Independent judgment and decision-making authority for Wealth Management’s Registration Team. Collaborate with peers to drive options and solutions that are critical to business integrity and reach decision-making of escalated problem resolution through interpretation and application of regulating bodies’ rules, guidelines, and regulations; as well as internal Compliance and Legal guidelines. Responsible for daily people management including: engagement, recognition, performance objectives, hiring, salary recommendation, Lean / Problem Solving principles and methodologies, and performance management. Sets aggressive direction and service levels to be met based on business line strategy and objectives. Represent Wealth Management in direct engagement with Field and Company Leaders in varying business discussions and initiatives.

  • Responsibility for day-to-day results and tactical execution

  • Build, coach, mentor and retain an effective team aligning skills to roles and aggressively managing to optimize employee performance.

  • Aggressively manage and address Associate performance to maximize resource capabilities

  • Ensure daily metric, resource, and project reporting and trending analysis

  • Report metrics of department projects or initiatives

  • Assess trending of metrics, quality, and resource assignments for required adjustments to be made to ensure daily service levels will be met consistently

  • Identification and coordination of training needs for various functions supported within the team (group or individual)

  • Establish daily goals within Team functional areas through thoughtful assignment of work to Associates

  • Daily oversight of service level / target adherence including checkpoints and reporting throughout the day

  • Availability to Team staff for process and business expertise questions and interaction

  • Utilize and lead Team Visual Management, including huddle facilitation

  • Effectively prepare for and facilitate Team problem solving activities

  • Communicate clear vision; supporting strategy and objectives for team and build specific measures and metrics from which to track and report progress and results. Primary process ownership for key business application(s) and/or vendor(s).

  • Effectively collaborate with peers to actively contribute in development and delivery of strategies, service standards, and objectives for overall department.

  • Drive continuous improvement through use of Lean methodologies by implementing new procedures, standard work, workflows, and technologies that improve productivity measures, provide efficient use of resources and reduce overall operational costs.

BASIC QUALIFICATIONS:

  • Manages a team/unit performing service and production functions with direct Field contact. Span of control may include both exempt and non-exempt employees, which involve multiple service functions.

  • Has latitude in decision making affecting operations

  • Establishes, directs and implements medium range work plans or goals for specific work groups managed

  • Individual typically has 2 to 4 years of management experience

  • Participates as member of the organization’s management team contributing to the development of strategies and business goals

  • Authorized to work in the US without sponsorship

PREFERRED QUALIFICATIONS

  • FINRA licenses a plus

  • Process Improvement background

Ranked No. 77 in the annual FORTUNE ® 500 Ranking (FORTUNE ® Magazine, June 2017) 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.

CORE VALUES

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 www.massmutual.com 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.

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 (2017)

• DiversityInc Noteworthy Company (2017)

• Disability Equality Index® (DEI) Best Place to Work for Disability inclusion (2017)

• Working Mother Media 100 Best Company (2017)

• Military Friendly Employer (2018)