Head of Process Re-Engineering, MassMutual Global Business Services

MassMutual - Hartford, WI

Full-time - Senior

Hartford, WI

Insurance Carriers and Related Activities

About the position

The Head of Process Re-Engineering at MassMutual is a leadership role focused on optimizing and re-engineering processes within the Global Business Services (GBS) organization. This position is responsible for driving operational efficiency, effectiveness, and innovation, while enhancing service delivery and quality, reducing operational costs, and improving process efficiencies. The role requires collaboration with senior leadership to align operations with strategic goals and foster a culture of continuous improvement.

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.