Elite Services Program Director



Springfield, MA, USA
Posted on Thursday, September 14, 2023

Elite Services Program Director

Springfield, Massachusetts Investment Management Job ID R14356

The Opportunity

As a dynamic leader and broker dealer operational veteran who understands the needs of advisors and their staff, the Elite Services Program Director will help to further enhance the Elite Services Group’s value proposition. You will be laser focused on identifying and executing on Ease of Doing Business opportunities while guiding a team of skilled professionals responsible for delivering value to advisors via near to intermediate term initiatives.

The Team

As the Broker-Dealer (BD) and Registered Investment Advisor (RIA) arm of MassMutual’s Wealth Management organization, we have grown significantly over recent years. As part of that growth, we have segmented the service and operations facets to our top-tier advisors.

Branded the Elite Services Group, our strategy includes growing and retaining our experienced advisor population through MassMutual agencies across the country and supporting them with a “white glove” service experience.

We’re a new organization that was stood up in late 2021, and feedback from advisors regarding the service and support we deliver has been overwhelmingly positive. We’re looking to build upon this early momentum by raising the organization’s profile with the Field and encouraging our valued advisors to set aspirational goals in order to qualify for future Program years. Our culture embraces a team mentality and strives on effective Collaboration, strong Business Acumen, and a laser focus on eloquent and detailed Communication.

The Impact:

  • Lead specialized team of Investment Operations Consultants; prioritize short to intermediate term projects/initiatives all with the advisor experience front of mind. Own and manage program level projects and initiatives.

  • Represent and advocate the program at conferences, events, and exclusive elite qualifier calls.

  • Develop and execute the annual Program rollout which includes program marketing, communication, and systems access. Execute annual qualification analysis. Identify and develop future opportunities for automation.

  • Demonstrate laser focus on Ease of Doing Business for qualifiers.

  • Drive creation of strategic communications for qualifiers i.e. monthly newsletter or customized by qualifier/team.

  • Document qualifier business models inclusive of support staff; how do they support their team and determine how elite can better support them.

  • Create and distribute qualifier reporting. Includes but not limited to NIGO trending, weekly/monthly progress towards requalification, and net AUM inflows/outflows.

  • Partner with peers and leaders throughout MassMutual Wealth Management and MassMutual Financial Advisors to ensure delivery of a cohesive ‘Concierge’ experience.

  • Enhance the elite services group digital presence including but not limited to ensuring a dynamic, value-add FieldNet page.

  • Create and/or curate field facing training materials for qualifiers.

  • Develop and introduce Key Performance Metrics to quantify and measure the success of the service model. Obtain feedback and leverage Voice of the Customer to foster continuous improvement opportunities.

  • Articulate and execute our cross-training strategy among the various operations disciplines i.e. New Business, Cashiering, Transfer of Assets, Advisory Operations, and Account Maintenance.

  • Identify value add opportunities within the elite services model that are scalable across the larger Operations organization.

The Minimum Qualifications

  • FINRA Series 7 and 24 at time of application

  • 5+ years’ experience in the securities industry

  • 2+ years' experience leading people or managing projects

  • Associates degree

The Ideal Qualifications

  • Bachelor’s degree

  • Project management skills

  • Knowledge of the MassMutual career agency system and sales process

  • Superior written & verbal communication skills; ability to interact, partner, and negotiate with all levels within MMWM and the Field

  • Well organized “planner” who has a reputation for delivering high quality results on time while being able to multitask and shift work efforts as business needs require

  • Expertise in quickly establishing credibility and developing strong working relationships with internal and external constituents

  • Successful at delivering presentations/messaging that influences others, including General Agents, top advisors, executives, and business partners

  • High degree of ownership, attention to detail, willingness to embrace continuous improvement opportunities and challenge the status quo

  • Strong understanding of BD/RIA operational platforms and workflows.

  • Abreast of industry rules and regulations and ability to make prudent, risk-based decisions.

What to Expect as Part of MassMutual and the Team

  • Regular meetings with the Elite Services Team

  • Focused one-on-one meetings with your manager

  • Access to mentorship opportunities.

  • Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQ, veteran, and disability-focused Business Resource Groups

  • Access to learning content on Degreed and other informational platforms

  • Your ethics and integrity will be valued by a company with a strong and stable ethical business with industry leading pay and benefits


MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.

If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.
Salary Range: $84,100.00-$110,300.00 Apply