Institutional Insurance Head of Client

Head Of Client Experience - Institutional Insurance

As the Head of Client Experience for Institutional Insurance, help shape and execute the vision for Mass Mutual's Bank-Owned Life Insurance (BOLI), Corporate-Owned Life Insurance (COLI), and Insurance Company-Owned Life Insurance (ICOLI) businesses. Lead the strategic direction for Operations, Quantitative Consulting, and Business Systems Consulting, while advancing enterprise priorities that drive sustainable growth, operational excellence, client value, and market leadership.

In this highly visible leadership role, you will influence and collaborate across Sales, Product, Operations, Compliance, Legal, Underwriting, Technology, and Finance to develop and execute strategic priorities. You will drive conservation efforts, manage the institutional insurance initiatives roadmap, and champion enhancements that strengthen advisor and client experiences throughout the lifecycle of our solutions.

You will leverage operational insights, competitive intelligence, and business analytics to identify opportunities, prioritize investments, and drive outcomes that support long-term growth and client satisfaction. This role offers significant autonomy, broad organizational influence, and responsibility for shaping the future of the advisor and client experience in Institutional Insurance at Mass Mutual.

The Institutional Insurance team supports one of the industry's leading providers of BOLI, COLI, and ICOLI solutions. We partner closely consultants, brokers, and advisors to deliver innovative insurance solutions that help financial institutions, corporations and insurance company clients meet their long-term financial objectives.

Our team includes professionals across sales, client service, operations, strategy, product, finance, underwriting, compliance, and actuarial disciplines. We are driven by collaboration, innovation, client focus, and a commitment to delivering exceptional outcomes for our clients and partners. The team works across the enterprise and plays a critical role in advancing Mass Mutual's growth and leadership in the institutional insurance marketplace.

Strategic Leadership & Business Planning

• Evaluate and evolve the Institutional Insurance operating model, organizational capabilities, and service delivery framework to support growth, scalability, risk management, and changing market demands.
• Lead the strategy, performance, and evolution of the end-to-end operational capabilities for Institutional Insurance, including oversight of New Business and Post Issue Services, Quantitative Consulting, and Business Systems Consulting teams, ensuring scalable solutions that drive growth, operational effectiveness, and a differentiated client experience.
• Facilitate effective communication and coordination across Operations, Quantitative Consulting, Business Systems Consulting, Sales, and Investment Product Consulting to ensure alignment of priorities, visibility into key issues, and cohesive execution across teams.
• Identify and sponsor automation, reporting, and capability enhancement initiatives that improve scalability, strengthen client outcomes, and support business growth.

Initiatives & Innovation

• Partner with Product, Legal, Compliance, Investment Product Consulting and Sales teams to identify, design, prioritize, and implement enhancements, and service capabilities.
• Champion innovation initiatives that improve efficiency, drive profitable growth, and strengthen client value propositions.
• Oversee New Sale & In force Illustration tools and functions to ensure growth as well as accurate and timely projections required in the administration of our business.

Client Experience & Advisor Experience

• Lead the development and execution of a comprehensive Institutional Insurance client and advisor experience strategy including oversight of our Agency Agreements, Commissions and production reporting.
• Identify opportunities to enhance engagement, simplify processes, improve communications, and strengthen service delivery across key client touchpoints.
• Establish and monitor experience metrics to measure success and drive continuous improvement.
• Stay abreast of…