Overtime required. Restricted vacation days during seasonal times.

Compensation Grade: G2

Scheduling considerations:

• Ability to work 9:30 – 6 pm Monday – Friday with flexibility to flex schedule to 10:30 - 7 pm if needed. 
• Ability to work Holidays where the NYSE is open (work market hours)

Additional Skills that would be a plus:

• The role will oversee case managers who take inbound calls from agents. Call center supervisory experience strongly preferred.

Job Description Summary

Are you fascinated by every aspect of the financial services business and committed to providing the most outstanding service in the industry? Has your education, skill and professional experience prepared you to lead and contribute crucial work that delivers high quality service in collaboration with partners from multiple distribution channels? If you are passionate about putting your higher-level thinking to work in financial operations, we’d like to know more about you!

As a Manager, you’ll lead the day-to-day operations and administration ensuring that an outstanding service experience is provided to our internal and external sales partners, firms, third-party administrators, producers and customers. We'll count on you to adhere and enforce all financial controls, as well as legal and regulatory guidelines and regulations set forth by IRS, state insurance and securities departments, FINRA, ERISA, Securities and Exchange Commission (SEC), Nationwide Financial (NF) Compliance and the NF Anti-Money Laundering Steering Committee.

Job Description

Key Responsibilities:

• Provides oversight to team roles and responsibilities. Manages performance of customer's satisfaction, interaction quality and relationships. Focuses on maintaining relationships, internally and externally.

• Participates in, sponsors and/or owns major projects, leads the activities and provides guidance. Assists in identifying and establishing operational improvements that improve delivery of services to customers aligned with industry and regulatory requirements.

• Drives a culture of coaching and feedback for personal and professional guidance. Develops talent in the organization for succession planning and handles all performance management tasks and related functions for team. Ensures associates are current and knowledgeable about the industry, competition and regulatory environment.

• Drives education about current processes and procedures with internal/external customers. Leads the service relationships and helps build and strengthen relationships through presentations and direct contact.

• Supervises workflow to ensure that all functions are completed and meet time and meet quality standards. Responds to and resolves escalated service issues and calls from our sales partners, producers, firms and customers. Monitors team/client relationships to ensure call teams and client service groups are achieving service expectations.

• Coordinates the implementation of all enacted state and federal regulations for products and procedures, ensuring Operations is prepared and advised of audits/regulatory/legislative changes in a timely fashion. Partners with appropriate teams or individuals for coordination of responses to audits, including system partners for data requests.

• Leads associates that take audit recommendations and calibration sessions through the continuous improvement model. Identifies key opportunities for improving procedures and processes, ensuring consistency and adherence to regulatory requirements. Uses findings to identify process and/or technology needs within the Operation Center.

• Handles expenses to the established budget and finds opportunities and implements solutions to streamline processes and reduce operating expenses. Participates in annual budget process to ensure adequate staffing and funding to provide outstanding levels of service.

• Leads staff responsible for conducting producer screening and background investigation reviews to ensure producer candidates are of good character; prepares case files to be reviewed by the Licensing & Appointment Review Committee and communicates with candidates who have been denied appointment with the Nationwide Life Companies and/or Nationwide-affiliated broker-dealers.

May perform other responsibilities as assigned.

Reporting Relationships: Reports to a Director or Associate Vice President. Leads five to 15 associates at various levels.

Typical Skills and Experiences:

Education: Undergraduate studies in business administration, management, finance, pre-law or related field and/or technical insurance coursework preferred.

License/Certification/Designation: FINRA Series 6 and 26 licenses may be required.

Experience: Seven years of financial services experiences in a customer service, quality control or operations environment. Supervisory experience preferred.

Knowledge, Abilities and Skills: Extensive knowledge of insurance industry concepts including, but not limited to, financial services products, regulations and guidelines. Effective team leadership skills and management skills. Strong communication skills. Ability to present to external individuals and organizations. Relationship-building skills.

Other criteria, including leadership skills, competencies and experiences may take precedence.

Staffing exceptions to the above must be approved by the hiring manager’s leader and Human Resources Business Partner.

Values: Regularly and consistently demonstrates the Nationwide Values.

Job Conditions:

Overtime Eligibility: Not eligible (Exempt)

Working Conditions: Normal Office Conditions. May require infrequent travel.

ADA: The above statements cover what are generally believed to be principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.