Manages a team's day-to-day operations, administration and relationships with stakeholders. Ensures that an On Your Side service experience is provided and relationships are
managed with our sales partners, firms, third-party administrators, producers, agents, and customers. Responsible for client satisfaction and retention, CEM results, deepening NF relationships and strict adherence to and enforcement of all financial
controls as well as legal and regulatory guidelines and regulations set forth by state insurance and securities departments, FINRA, SEC, NF Compliance, and the NF Anti-Money Laundering Steering Committee. Responsible for high level, specialized, technical
expertise related to financial services products including but not limited to: research, consulting and providing recommendations.
Reports to an Director or AVP. 5-15 associates typically at the D-G levels report to
Performance (Team) - Manages and provides oversight to team roles and responsibilities. Forward facing; manages performance of customers satisfaction, interaction quality and relationships. Clear
focus on managing relationships both internally and externally. Establishes best practices for quality, production standards, relationship management, delivering on customer requests and schedule to adhere to compliance guidelines. Uses quantitative
and qualitative metrics to ensure high client satisfaction.
Planning (Projects) - participates in, sponsors and/or owns major projects, manages the activities and staff providing guidance to supporting departments on team - assists in identifying
and establishing best practice relationship management guidelines and process improvements that enhances delivery of services to customers aligned with industry and regulatory requirements. Projects often include industry wide committees and involvement of
key internal and external partners.
People (Performance Management) - 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 of the industry, competition and regulatory environment. Promotes industry training and involvement in related organizations.
(Relationship Management) - Owns the service relationships requiring a high level of technical expertise, and high touch, highly satisfied relationships are crucial for client and asset retention. Helps build and strengthen relationships through
presentations, intermediaries and/or direct contact. Some travel is often necessary. Partners closely with Sales partners to ensure overall satisfaction with Nationwide. Develops staff to find ways to deepen Nationwide relationships and create additional
sales opportunities for our Sales partners.
Customer Service - monitors activities (phone, email, in person visits) to ensure clients are served timely and meets/exceeds quality standards. Responds to escalated service issues and calls from our
internal and external sales partners, firms, producers, and customers. Works closely internal/external partners to ensure resolution. Works with various back office and internal departments to advocate for their relationships.
Regulatory Oversight - Manages the implementation of all enacted state and federal regulations for products and procedures; ensuring Operations (an other impacted) is prepared and informed of audits/regulatory/legistive changes in a timely manner.
Partners with appropriate teams or individuals for the coordination of responses to audits (or other regulatory matters), including system partners for data requests. Manages staff responsible for drafting regulatory agency reports and findings and
works closely with the office of Corporate Compliance to resolve any issues.
Continuous/Change Management - uses outside-in approach and services as the "voice of the customer" in driving improvement opportunities. Manages the staff that
takes audit recommendations and calibration sessions through the continuous improvement model. Identify key opportunities for processes and procedures to be enhanced and aligned to ensure consistency and adherence to regulatory requirements including
improvements outside of their own teams that would benefit their relationships. Utilize findings to identify key process and/or technology needs within the Operation Center.
Budget - Manages expenses to the established budget and identifies
opportunities and implements solutions to streamline process and reduce operating expenses. Participates in annual budget process to ensure adequate staffing and funding for providing OYS levels of service.
Licensing & Commissions
roles: Manages a staff responsible for conduct 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.
NBSG and RP Roles: Manages a staff to build relationships with Advisors, Plan Sponsors and Third-party
Administrators. Managers need to have 401(k), 457, COLI, ERISA expertise, plan administration, Pension Protection Act, plan compliance testing and plan design knowledge to lead their groups performing these tasks. Need to work with Plan Sponsors, plan
auditors and legal teams to ensure plans are being accurately administered and that all elements of ERISA or COLI/BOLI compliance are upheld as appropriate.
May provide management and oversight for underwriting staff.
related duties as assigned.
Education: Undergraduate degree in business administration, management, finance, pre-law or related field and/or technical insurance coursework preferred.
Licenses/Registrations/Designations: FINRA Series 6 and 26 licenses are typically required.
Experience: Minimum 7 years financial services experiences in a customer service, quality control or operations environment. Supervisory
Knowledge: Extensive knowledge of insurance industry concepts including but not limited to: Financial Services products, regulations, and guidelines. Retirement Plan or COLI expertise is
Effective team leadership and management skills. Strong verbal and written communication skills. Must be able to present outside Nationwide walls. Relationship building people skills are
Values: Regularly and consistently demonstrates the Nationwide Values and Guiding Behaviors.
Exceptions to the above minimum job requirements must be approved by the department VP and HR consultant.
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.