Serves as the Retirement Plans Client Services primary liaison to our corporate compliance and legal teams.
Builds and maintains various industry and professional relationships, leveraging those to evolve
our in-house ERISA technical training programs.
Consults with key business partners in assessing suitability, risk and possible acceptance of standard and non-standard ERISA plans.
Must have ERISA knowledge &
JOB SUMMARY: 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.
RELATIONSHIP: Reports to an Director or AVP. 5-15 associates typically at the D-G levels report to this role
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
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.
Partnerships (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
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.
Finance and 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/legislative 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.
Performs other related duties as
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 experience required.
Knowledge: Extensive knowledge of insurance industry concepts including but not limited to: Financial Services products, regulations, and guidelines. Retirement Plan or COLI expertise is
Skills/Competencies: 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 needed.
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.