Disability Income Business Operations Consultant

Disability Income Customer Care Centers

Full-time, Springfield, MA

The Opportunity 

As a Disability Income Business Operations Consultant, you will serve as the primary representative of the DI Customer Care team on both tactical and strategic projects related to Disability Income call infrastructure and post-issue service processing. This includes supporting new initiatives and enhancements to Disability Income products, overseeing system migrations, and leading production support. You will work within a dynamic, innovative, and collaborative environment focused on enhancing tactical and strategic initiatives for DI products, call center operations, and post-issue processing, all aimed at delivering exceptional experience. Additionally, you will act as a key point of contact for projects involving the call center and all post-issue service functions. 

The Team 

You will join a team dedicated to supporting Disability Income Call Centre and Post-Issue service functions through various means, including technical subject matter expertise, system migrations, leadership on projects, DI AAX service improvements, reporting, service escalations, and capturing the voice of the customer. The team's core responsibility is to ensure outstanding experiences for advisors and customers. By consistently seeking opportunities for improvement, the team strives to enhance the overall customer journey. Embodying agility, resilience, accountability, business acumen, and strong communication skills, you will contribute to elevating the experience for customers, field personnel, and internal and external business partners. 

The Impact 

As a key contributor in this position, you will play a pivotal role in driving operational excellence, fostering innovation, and shaping the customer experience. Your work will influence critical decisions and help lead transformative initiatives. 

Key responsibilities include, but are not limited to: 

• Lead with Expertise: Manage senior-level escalations with precision, ensuring timely analysis and resolution. 

• Communicate with Clarity: Deliver complex decisions promptly and accurately to colleagues and stakeholders. 

• Drive Continuous Improvement: Elevate service delivery for customers and advisors by acting on feedback from the AAX Committee. 

• Collaborate for Impact: Partner across teams to solve complex business challenges and spearhead project initiatives. 

• Champion Change: Promote a culture of exceptional customer service, innovation, and adaptability. 

• Shape Strategic Outcomes: Participate in analysis, requirements gathering, testing, and communication for major projects. 

• Maintain Excellence: Keep guidelines and SOPs current and relevant. 

• Identify Opportunities: Spot process gaps and recommend actionable improvements. 

• Think Critically: Apply analytical skills to assess risks and resolve issues effectively. 

• Leverage Data: Use insights to inform decisions and craft impactful communications. 

• Support Growth: Contribute to departmental strategy and continuous process optimization. 

Minimum Qualifications 

• Bachelor’s Degree or Associate’s Degree and 7+ years of business analysis experience 

• 5+ years of experience in business analysis  

• 2+ years of experience in process analysis and continuous improvement 

• 2+ years demonstrated in root cause analysis and pattern identification 

• 2+ demonstrated ability to leading both tactical and strategic projects  

• 2+ years of experience presenting project updates, business recommendations, or operational results to leaders, business partners, or cross-functional stakeholders, with demonstrated verbal and written communication skills. 

Ideal Qualifications 

• Bachelor’s degree in business administration, Information Technology, Engineering, or a related field 

• DI Product knowledge  

• In-depth knowledge of operational management and technical expertise to serve as a decision-maker for DI service and post-issue functions 

• Experience managing complex cases with attention to detail 

• Effective collaboration, negotiation, influence, and relationship-building abilities, with a focus on humility, respect, urgency, curiosity, and courage 

• Exceptional verbal and written communication skills, ability to present project updates to senior leaders and business partners 

• Positive, inclusive, agile, and collaborative approach 

• Commitment to customer focus, innovation, strategic thinking, and influencing outcomes 

• Critical thinking and problem-solving skills, utilizing data for resolutions 

• Ability to independently apply knowledge, address issues, and engage in constructive conversations to improve service 

• Organizational skills to prioritize tasks and manage multiple responsibilities effectively 

• Flexibility to handle changing priorities 

• Enthusiasm to work with a global team 

What You Can Expect at MassMutual 

MassMutual offers the opportunity to do meaningful work within a purpose-driven organization that values long-term impact over short-term outcomes. In this role, you can expect:

• Clear areas of ownership and accountability, with work that connects directly to company and customer outcomes
• A collaborative environment where perspectives are welcomed  
• Access to learning, development, and internal networks that support continuous growth and skill-building over time
• Employee-led communities and forums that foster connection, learning, and inclusion across the organization
• A culture grounded in integrity, responsibility, and stewardship—supported by a company with a strong legacy and a future-focused mindset

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