Who We Are – MassMutual India
Since 1851, MassMutual’s commitment has always been to help people protect their families, support their communities, and help one another. Therefore, we want to inspire people to Live Mutual. We at MassMutual value diversity and inclusion. 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
Job / Business Title Organization
Assistant Manager, Operation MM Operations
Employment Type Location
Regular Full-time Hyderabad, India
Job Position (MMI)
Assistant Manager
Job Level MMI Hiring Manager
Operation Management Sanjay Kumar
Company Department
MassMutual India GBS Shared Services & Enablement
Job Summary
As the Assistant Manager, you will lead a team of 13–15 professionals, overseeing day-to-day operations and ensuring the delivery of core performance metrics including Turnaround Time (TAT), Quality, and other KPIs. You will partner with leadership to drive productivity, maintain client satisfaction, and support strategic business objectives.
Key Responsibilities:
- Lead and manage the US Insurance Operations team to meet and exceed performance targets.
- Monitor and review KPI metrics periodically; proactively address gaps.
- Analyze quality results and identify error trends for continuous improvement.
- Supervise, mentor, and develop team members to enhance performance and engagement.
- Identify root causes of defects and implement corrective actions.
- Develop and execute department-level and individual performance plans.
- Handle administrative responsibilities as assigned.
- Ensure effective inventory management during staffing fluctuations.
- Support business continuity planning and execution.
- Maintain high client satisfaction through consistent delivery of quality services.
- Collaborate with business owners to capture and understand process requirements.
- Maintain and update Standard Operating Procedures (SOPs) for all processes.
- Prepare and review daily, weekly, and monthly quality dashboards with onshore and offshore stakeholders.
- Adhere to company policies, employment terms, and directives related to work shifts, flexibility, and evolving business needs.
Skills & Competencies
- Strong leadership and team management skills.
- Deep understanding of US Insurance platforms (Lifecomm, Vantage, Cyberlife).
- Expertise in Life Insurance, Annuities, and Retirement products.
- Proficiency in MS Office and advanced reporting/MIS capabilities.
- Excellent interpersonal and stakeholder management skills.
- Knowledge of Six Sigma methodologies (certified/trained preferred).
- Experience in performance appraisal and management systems.
- Skilled in escalation handling, change management, and transition planning.
- Familiarity with process consulting and operational excellence practices.
- Ability to manage operations during staffing challenges and ensure continuity.
- Open to working night shifts(US Time Zone).
Qualifications
- Bachelor’s degree (non-technical).
- 8–11 years of experience in Operations, preferably in the US Insurance domain.
- Hands-on experience with insurance platforms and workflows.
- Exposure to all facets of operations management.
- Six Sigma certification or training preferred.
- Experience in transition management and process consulting is a plus.
Why Join Us?
We’ve been around since 1851. During our history, we’ve learned a few things about making sure our customers 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, Great Place to Work® certified and India's Best Workplaces in BFSI 2023 - Top 50 organization 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.
Does this sound like a great fit? Apply today!
Skills Required
- Bachelor's degree in a non-technical field
- 8-11 years of experience in operations, preferably in the US insurance domain
- Hands-on experience with insurance platforms and workflows
- Experience across facets of operations management
- Strong leadership and team management skills
- Deep understanding of US insurance platforms, including Lifecomm, Vantage, and Cyberlife
- Expertise in life insurance, annuities, and retirement products
- Proficiency in Microsoft Office and advanced reporting/MIS
- Interpersonal and stakeholder management skills
- Open to working night shifts aligned with US time zones
- Six Sigma certification or training
- Experience in transition management and process consulting
What the Team is Saying
What We Do
With our world class Global Capability Centre (GCC) in the heart of Hyderabad, we at MassMutual are extending a nearly 170-year legacy of securing futures and protecting loved ones to Telangana, India in 2020. The Hyderabad GCC has been established to explore the global talent pool with an in-house team of experts in full-stack Development & Support, DevOps, Quality Assurance, Security & Cloud Engineering, Data Science and several other areas such as insurance, business, security, and operations. Living Mutual has always been at the core of MassMutual’s purpose. Since 1851, MassMutual’s mutual way of life has been reflected in its various initiatives, be it Social Responsibility, Corporate Governance, or Diversity & Inclusion. With the opening of our Hyderabad facility, you’ll not only get to work in our innovative, state-of-the-art Global Capability Centre, you’ll also be supported by colleagues in our global MassMutual community. Spread across 73000+ square feet facility on the 7th floor of BSR IT SEZ, the Global Capability Center in Hyderabad can house more than 600 employees. Located at the heart of Financial District, the facility boasts of work class infrastructure and amenities, enabled by state-of-the-art technology and security systems. In-house gymnasium / aerobics center, yoga room, indoor games room, mothers’ / wellness room, 200+ seater cafeteria, high-rise & lounge seating are some of the amenities available for the employees. The SEZ facility will also provide common creche and eat-out restaurants in the building premises, once operational. Join us now to collaborate with teams across the world on projects and initiatives that will contribute to the growth of MassMutual as a global financial services leader.
Why Work With Us
MassMutual is leading the financial services industry in digital enablement, and the new MassMutual India Global Capability Center is a result of this effort. We are here to empower careers and help people secure their futures through innovation and technology.
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