As a member of the Enterprise Technology & Experience senior leadership team, the Head of Global Business Services will partner with leaders and team members across the enterprise to execute on MassMutual’s strategic aspirations to delivery best-in-class business capabilities with talent from around the world including our current operations in Romania and India.

The role will lead the implementation and ultimately oversee the enterprise governance principles and processes with executive leadership team participation, ensuring that these organizations are integrated into business and corporate management and oversight processes. The role provides direction and guidance to business partners in enabling the best solutions for global implementation and management of critical business processes.

The successful candidate will be based in Boston, MA, Springfield, MA, India or Romania and will travel globally on a regular cadence (50% travel).

• Collaborate with business leadership to develop a multi-year strategy for transitioning and operating business capabilities to achieve talent, operational, and efficiency goals.
• Oversee and lead integration and transition activities.
• Manage budget, site operations and facilities.
• Enable sustainable enterprise oversight of strategic human resource, regulatory, legal, and compliance matters.
• Work with business leaders and third-party service providers to define and implement new capabilities and corresponding operating performance metrics.
• Track and remediate operating issues and risks across sites and regions.
• Develop and implement a strategy to integrate business capabilities into enterprise financial, regulatory, legal, compliance and human resource processes.
• Participate in the Governance Committee.

Education, Work Experience & Knowledge

• 15 years of progressive, results-oriented leadership, with at least 7+ years in a global environment.
• Demonstrated success as a General Manager, collaborating with diverse partners globally on complex business strategies.
• Experience leading in a matrixed business environment.
• Experience in leading the strategy, planning, and implementation of a target operating model and supporting governance frameworks.
• Ability to organize and work effectively with large teams made up of internal staff and external onshore/offshore vendors. Today, approx. 2,000 individual’s work in our global sites.
• Track record of translating organizational strategy into actionable solutions that drive operational excellence and customer satisfaction.
• Ability to develop, track, and control operating (OPEX) and capital (CAPEX) budgets in partnership with finance.
• Experience in the insurance/financial services industry is preferred.
• BS in a related discipline.

Technical Skills & Competencies

• General Management – ability to lead globally while operating locally.
• Vision & Strategic Orientation – Strong aptitude for short- and long-term planning on integrated basis within & across the enterprise; quickly develops awareness that translates into analysis and action-based plans.
• Change Leadership – Architects and implements complex change initiatives encompassing technology, people, and process across matrixed enterprise.
• Collaboration & Influence – Guidance that spans the enterprise and partnerships reaching beyond its walls.
• Team Leadership – Develops high performing teams recognizing individual contributions, cultural factors, and organizational context; motivates team members to action and accountability; actively anticipates and resolves conflicts by pursuing mutually agreeable solutions.
• People Development – Leverages experience to advance the organization in areas of leadership development, change management, performance management, coaching, diversity, and engagement.
• Customer Experience – Creates value added relationships both within MassMutual and partners internally & externally; proactively shapes the customer value proposition.
• Competitive Knowledge – Understands industry, competition, customer base and governance; anticipates & capitalizes on this data.
• Business Orientation – Identifies business opportunities and capitalizes on them to increase revenue/profits.