Assistant Manager, Operations

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 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 (Life comm, 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 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