Digital Customer Care Director

Company: MassMutual
Location: Boston
Posted on: April 11, 2021

Job Description:

Do you want to be part of a team that encourages your growth, supports your ambitions and makes it a priority for you to reach your goals? Is helping people part of who you are? At MassMutual, we help millions of people find financial freedom, offer financial protection and plan for the future. We do this by building trust with our customers by being knowledgeable problem solvers and prioritize their needs above all else. We Live Mutual. Description ------

• Manages areas responsible for operational support and/or customer services needed by policy owners/clients and the field force that may be complex and/or moderate to high risk service area(s).--
• Plan, direct, organize and manage one or more service operations functions needed by policy owners/clients, internal business partners and the field to maintain in-force policies and/or new business.--
• Develop team objectives to align with overall business goals and manage the achievement of those objectives.--
• Develops knowledge in team to improve processes, streamline work, document procedures and gain efficiencies.
• Create/foster a culture that inspires people to achieve our vision and where employees play the role of advocate for our customers by anticipating their needs, meeting them where they are, innovating to improve their experiences, and empowering decision making.
• Invest in and develop critical thinkers who can understand the end-to-end customer experience to be able to make decisions on behalf of the customer.
• Select, train, coach and develop staff, manage team structure, and create an environment that inspires & motivates employees, leading by example.
• Assess trending of metrics, quality, and resource assignments for required adjustments to be made and ensure service levels will be consistently met.
• Adhere to both company policy and governmental regulations concerning department.
• Stay abreast of pertinent business and industry knowledge as well as state and federal regulations. Qualifications:
  • Minimum 8 years of related experience
  • Strong written and verbal communication
  • Prior leadership experience managing teams Why Join Us. We've been around since 1851. During our history, we've learned a few things about making sure our customers are our top priority. In order to meet and exceed their expectations, we must have the best people providing the best thinking, products and services. To accomplish this, we celebrate an inclusive, vibrant and diverse culture that encourages growth, openness and opportunities for everyone. A career with MassMutual means you will be part of a strong, stable and ethical business with industry leading pay and benefits. And your voice will always be heard. Recognized as a 2020 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. 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.-- Full time R8912 About Us 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. 2020 World's Most Ethical Companies - Ethisphere Institute 100% rating on the Human Rights Campaign Corporate Equality Index Disability Equality Index-- (DEI) Best Place to Work for Disability inclusion (2020) 2020 World's Most Admired Companies - FORTUNE 2020 America's Best Employers for Diversity - Forbes 2020 Military Friendly Employer - Victory Media Recognized as a 2020 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, 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.

Keywords: MassMutual, Boston , Digital Customer Care Director, Executive , Boston, Massachusetts