Manager, Client Services - Brokerage

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.

This Columbus based hybrid position is compensation grade G3.

Are you passionate about helping a team that helps our clients achieve better financial outcomes? Do you excel at building strong client relationships and solving challenges with exceptional service? If so, we want to hear from you!

We are seeking a Manager to lead a team of Financial Advisors. This role will require FINRA Series 7, Series 24 and Series 63 required, Life & Health and Series 65/66 preferred. The selected candidate must also obtain a life and health insurance license within 120 days of hire. In this role, you will retain and grow our current clients, provide investment solutions and advice tailored to client needs and offer market insights, education, and advice across our product offerings.

Job Description Summary

Success on our team is directly related to embracing change, providing exceptional customer service and having a passion for getting things done right. We work together to build our business and grow profitably, with unwavering attention to detail. If you are naturally curious, want to grow and learn and develop your expertise in financial services, we want to know more about you!

As a sales manager, you will lead a dynamic team focused on retaining and growing client assets. Your responsibilities include developing and implementing strategic initiatives to enhancing client experiences, analyzing client trends, and ensuring the team meets sales targets. You will drive performance to ensure all client interactions reflect Nationwide’s outstanding level of service and care. You will partner with the Operations Director and other broker-dealer leaders to provide feedback recommendations and suggestions for process and strategy improvements based on client feedback and trends. You will play an integral part in developing the strategy to retain clients and increase revenue for the firm. As a manager of registered financial advisors, you will also be responsible for mitigating overall risk for the firm and supervising the securities activities. Strong communication, analytical skills and a deep understanding of financial products are essential for success in this role.

Job Description

Key Responsibilities:   

• Leads day-to-day support, coaching, feedback and training for team members. Ensures adequate coverage for the phone queues. Leads a team of registered financial professionals who provide exceptional level service to broker-dealer clients through inbound and outbound phone calls. Responsible for coordinating client issue escalations and working with the Business Processing Team and others to help resolve client issues and concerns.  

• Responsible for supervisory oversight of the regulated activities in client services.

• Creates and maintains procedures.  

• Drives performance of the team to ensure all client interactions reflect Nationwide’s outstanding level of service and care. Instills a “client first” attitude in the team.

• Works actively to maintain and improve associate and team engagement.  

• Creates and analyzes reports that provide sales metrics and details around associate performance and client experience.

• Monitors service levels and produces detailed reports for leadership team.

• Ensures team has the technological resources in place to adequately service clients and monitor call metrics including, but not limited to, call volumes, hold times, call times, down time, etc.  

• Provides recommendations for enhanced technological resources to handle client calls and increase sales for the firm more efficiently.

• Develops and administers a quality control program to help develop associates and ensure clients are consistently receiving outstanding service.  

• Ensures the development and training program is in place for both new