Nationwide Financial Technical Operations Manager

Are you passionate about being part of a team that delivers extraordinary care to help individuals and businesses prepare for and protect their retirement? If so, then Nationwide Financial could be the place for you! At Nationwide®, “on your side” goes beyond just words. Our customers are at the center of everything we do and we’re looking for associates who are passionate about delivering extraordinary care.

Experience leading a pooled service team preferred for this role, with skills including (but not limited to) phone queue set-up and monitoring, ensuring full coverage for all hours of operation, and managing a full spectrum of experience and skill levels regarding retirement plan operations.

This role does not qualify for employer-sponsored work authorization.  Nationwide does not participate in the Stem OPT Extension program.

It is our intention to fill this role in Columbus, Ohio or Scottsdale, Arizona, however, on occasion, applications from internal candidates that are working remotely who bring critical industry skills and relevant experience may considered.

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(Internal Use Only: G3 Pay Band)

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 of highly technical operations ensuring that an outstanding service experience is provided to our internal and external sales partners, firms, third-party administrators, producers and customers. You’ll be responsible for adhering to and enforcing all financial controls, as well as legal and regulatory guidelines and regulations.

Job Description

Key Responsibilities:

• Manages and provides oversight to team roles and responsibilities. Handles performance of customers satisfaction, interaction quality and relationships. Clear focus on maintaining relationships. Establishes practices for quality, production standards, relationship management, delivering on customer requests and schedule to adhere to compliance guidelines.

• Participates in, sponsors and leads major projects, supervises the activities and staff providing guidance to supporting departments on team - assists in identifying and establishing relationship management guidelines and operational improvements that enhance 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 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.

• Responsible for the service relationships requiring a high level of technical expertise. Helps build and strengthen relationships through presentations, intermediaries and/or direct contact. 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.

• Supervises activities to ensure clients are served timely and meets/exceeds quality standards. Responds to service issues and calls from sales partners, firms, producers, and customers. Works closely with partners to ensure resolution. Works with various back office and internal departments to advocate for their relationships.

• Leads 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 manner. Partners with appropriate teams or individuals for the coordination of responses to audits. Leads staff responsible for drafting regulatory agency reports and findings and works closely with Compliance to resolve any issues.

• Drives improvement opp