Head of Process Re-Engineering, MassMutual Global Business Services

MassMutual - Springfield, MA

Full-time - Senior

Springfield, MA

Insurance Carriers and Related Activities

About the position

The Head of Process Re-Engineering at MassMutual Global Business Services is a leadership role focused on optimizing and re-engineering processes to enhance operational efficiency and effectiveness. This position is responsible for driving initiatives that improve service delivery, reduce costs, and foster a culture of continuous improvement within the organization. The ideal candidate will leverage Six Sigma methodologies and have extensive experience in process improvements to align operations with strategic goals.

Responsibilities

• Develop and implement a comprehensive Operational Excellence strategy that aligns with business objectives.
• Lead the execution of key operational initiatives, ensuring they meet financial targets and quality standards.
• Collaborate with senior management to define and prioritize process improvement projects across the organization.
• Utilize Six Sigma methodologies (DMAIC, Lean, etc.) to analyze existing processes, identify inefficiencies, and implement data-driven solutions.
• Lead and mentor teams in the application of Six Sigma tools and techniques, including training and certifying team members in Lean Six Sigma principles.
• Oversee the execution of Six Sigma projects to deliver measurable improvements in quality, efficiency, and cost.
• Champion a culture of continuous improvement and operational excellence within the organization.
• Influence change management initiatives to ensure successful adoption of new processes and technologies.
• Provide guidance and support to teams during transitions to new operational models.
• Establish key performance indicators (KPIs) to measure the effectiveness of operational processes and track progress against business objectives.
• Provide regular reports to senior management on the status of operational excellence initiatives, including progress, risks, and recommendations.
• Assess operational risks and implement strategies to mitigate them, ensuring compliance with regulatory requirements and industry best practices.
• Work closely with risk management and compliance teams to ensure operational processes are aligned with regulatory standards.
• Collaborate with ETX to leverage technology in improving operational processes and service delivery.
• Stay abreast of industry trends and emerging technologies that can enhance operational efficiency.
• Lead the implementation of automation and digital transformation initiatives to streamline operations.
• Build and lead a high-performing Operational Excellence team, providing mentorship, guidance, and career development opportunities.
• Foster a collaborative and results-driven work environment that encourages innovation and accountability.
• Set clear goals and expectations for the team, ensuring alignment with the company's objectives.
• Drive cost reduction initiatives without compromising service quality.
• Lead a small team against a portfolio of initiatives across MassMutual.
• Partner with process owners to identify and implement opportunities for process improvements to enhance efficiency, improve experience and reduce costs.
• Utilize Six Sigma and Lean Manufacturing methodologies as well as other quality tools and methods to streamline processes.
• Collaborate with cross-functional teams to ensure seamless integration of re-engineered processes.
• Partner with process owners to develop and maintain process documentation and standard operating procedures.
• Monitor and report on the effectiveness of re-engineered processes.
• Provide leadership and guidance to the process re-engineering team.
• Develop and manage the budget, ensuring optimal allocation of resources.
• Monitor financial performance against budget, identifying and addressing variances as needed.

Requirements

• Bachelor's degree in engineering, Business Administration, or a related field; a master's degree is preferred.
• Over 10 years of experience in process improvements, End-to-End process, re-engineering, Six Sigma, and Lean Manufacturing; experience in operational excellence, process improvement, or a related role in fintech, financial services, insurance or call center environment.
• Six Sigma Black Belt or Master Black Belt certification required.
• Proven record of accomplishment of leading successful Six Sigma projects with tangible results.
• Strong leadership skills with the ability to influence and drive change across a large organization.
• Exceptional analytical and problem-solving skills, with a strong focus on data-driven decision-making.
• Excellent communication and interpersonal skills, with the ability to work effectively with stakeholders at all levels.
• Experience with change management and leading large-scale transformation initiatives.
• Ability to deal with ambiguity and navigate uncertain situations to drive for clarity.
• Ability to work across cultures effectively, valuing diversity.
• Proven track record of leading successful process re-engineering projects.
• Strong analytical and problem-solving skills.
• In-depth knowledge of the financial services industry, including regulatory requirements and best practices highly preferred.