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

The Director of Medical Services leads a team of medical professionals who provide expert medical guidance and support for life and disability insurance products. This role oversees the completion of medical summaries to support U.S. claims decisions, reviews approved disability claims to determine whether any restrictions or limitations continue to apply and evaluates EKGs and medical referrals submitted by underwriters. The individual in this position will work closely with the U.S. Head of the Medical Department and Disability Claims Leadership and Doctors and reports directly to the Head of Operations at MMI.

Key Responsibilities:

• Lead, coach, and mentor a team of medical professionals, fostering their growth and development.
• Cultivate a positive, inclusive work environment that supports recognition, empowerment, active listening, and diversity.
• Manage remote leadership responsibilities for a team of MBBS Doctors that report into this position.
• Manage departmental structure, employee development, and training plans.
• Oversee daily operations, ensuring efficiency and alignment with business priorities.
• Oversee recruitment, onboarding, and training for medical and support staff.
• Manage daily workloads, assign tasks effectively, and prioritize work to meet defined timelines.
• Anticipate workload changes and allocate resources to meet departmental goals.
• Determine appropriate underwriting outcomes, including standard approval, special class rating, declination, or minimum class rating requirements.
• Analyze medical records, test results, and related information to support accurate risk assessment.
• Provide guidance to underwriters and consulting physicians to facilitate effective decision‑making.
• Oversee the review of complex medical records, ensuring accuracy and compliance with regulatory and industry standards.
• Evaluate team performance, provide constructive feedback, and conduct performance reviews.
• Establish and lead the India medical services function, working closely with U.S. Medical Directors, Disability Claims Leadership, and MMI Operations to ensure high‑quality, compliant medical review support.
• Identify training needs and coordinate development programs to enhance team capabilities.
• Prepare regular reports on team performance, productivity, and quality measures.
• Develop and implement quality assurance protocols to ensure accuracy and completeness in medical record reviews.
• Ensure adherence to privacy and security requirements, including HIPAA compliance.
• Partner with cross‑functional stakeholders to refine processes and improve operational efficiency.
• Develop and maintain standard operating procedures (SOPs) to guide team activities.
• Ensure productivity, engagement, and quality standards for a fully remote medical review team.
• Establish virtual oversight mechanisms including case audits, review protocols, and knowledge‑sharing forums.
• Collaborate with MMI and IT teams to ensure secure remote access and compliance with PHI/HIPAA standards.
• Promote strong communication within the team and across key business partners.

Skills and Competencies

• Leadership: Proven ability to manage diverse, remote teams and foster a culture of safety and professionalism.
• Communication: Exceptional skills to interface with stakeholders, including government agencies and corporate clients.
• Problem-Solving: Decisive judgment in critical, high-pressure situations common to offshore environments.
• Clinical Accuracy: Overseeing the interpretation of medical records by Indian medical professionals for international risk assessment.
• SLA & TAT Management: Ensuring strict Turnaround Times (TAT) for underwriting decisions and claims summaries.
• Compliance: Ensuring all operations adhere to HIPAA (for US clients) and IRDAI (for Indian operations) guidelines.

Required Qualifications

• Education: A recognized MBBS degree included in the Indian Medical Council schedules is mandatory.

• Advanced Degrees: A Master’s in Healthcare Administration (MHA) or an MBA is highly preferred to manage complex business operations.
• Licensure: Valid, current registration with the National Medical Commission (NMC) or a State Medical Council in India.
• Experience: 10+ years in healthcare, with at least 5 years in a senior managerial role.

Qualifications

• MD, MBBS, PhD, PsyD, or other advanced degree in a medically related field; OR equivalent medical training/certification with substantial professional experience.
• For MDs: Board certification in Internal Medicine or Family Practice is preferred.
• Strong knowledge of medical underwriting, insurance medicine, and risk assessment.
• Demonstrated leadership experience within a medical or insurance environment with at least ten years of experience.
• Excellent analytical, communication, and training skills.

Competencies

Medical & Technical Expertise

• Deep understanding of medical conditions, diagnostic testing, and clinical interpretation.
• Strong knowledge of life and disability insurance underwriting principles.
• Ability to translate complex medical information into clear underwriting recommendations.

Leadership & Decision-Making

• Strong ability to lead, mentor, and develop medical and non-medical staff.
• Sound judgment in making high‑impact underwriting and operational decisions.
• Ability to manage competing priorities and uphold quality standards under pressure.

Analytical & Critical Thinking

• Skilled in analyzing medical data and applying evidence-based approaches to risk assessment.
• Ability to identify trends, inconsistencies, and risk factors in medical documentation.

Communication & Collaboration

• Clear and effective communicator across medical, technical, and business audiences.
• Ability to build strong partnerships across internal departments and field teams.
• Skilled at delivering training and education to diverse audiences.

Compliance & Ethical Conduct

• Demonstrates integrity and adherence to regulatory, legal, and company standards.
• Maintains confidentiality, objectivity, and fairness in all medical evaluations.

***Flexibility to work U.S. business hours or overlap periods as needed to support collaboration with U.S. leadership. ***

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 2023 - 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!