NF Tech Operations Manager

This individual will lead and manage the Regulatory Risk Solutions (RRS) team in the Shared Business Solutions (SBS) organization.  They must be a highly motivated, self-directed, results driven individual who is passionate about the business and its rules and regulations.  They will oversee a team of highly engaged associates responsible for risk governance and all phases of successful project delivery (planning, design, development and implementation) including creation of business cases and funding requests.  This individual will also be responsible for the management of their own projects.  While this team’s responsibilities span Nationwide Financial, their focus is the Individual Product & Solutions Operations (IPSO), both life and annuity, line of business. 

This team partners with various Operations areas across NF, Compliance, Office of General Counsel and Information Technology to monitor industry and regulatory development.  One of their critical roles is to consult with business leaders and partners to identify risks / issues and initiate appropriate action.  This may include regulatory inquiries, legislative or regulatory implementations of key initiatives impacting the industry and States, known issues surrounding customer compliance and risk mitigation for Nationwide Financial or specifically, Individual Products and Solutions Operations.  

The team consist of four associates (3-Project Consultants/1-Specialist) on the team.  In addition to normal administration and leadership responsibilities, this individual will be accountable to ensure the efforts of the team align properly with the business strategy and objectives of Nationwide Financial, Shared Business Solutions and Regulatory Risk Solutions (RRS).    Previous Leadership experience preferred.

The ideal candidates will possess strong characteristics of the following skills:

• People Leadership – Proven ability to effectively lead and motivate associates; creates a climate in which people want to learn and grow
• Communication Skills – Strong presentation, verbal, and written communication skills to a variety of audiences
• Drive for Results – Ability to produce tangible results for business and customers; identify performance gaps and consult with business partners for solutions
• Decision Making – Ability to make good decisions, timely, under tight deadline and pressure
• Technical Knowledge – Ability to apply strong project management concepts and techniques
• Business Acumen – Financial industry knowledge strongly preferred
• Relationship Management – Ability to form and maintain relationships, encourage collaboration, and share best practices
• Change Management – Must be a change agent and be able to effectively manage the change management process
• Multitasking – skilled at juggling multiple project under tight deadlines and stressful situations
• Lives the Nationwide Values everyday

Compensation Grade: G3 Payband

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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 opportunities. Leads 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. Identify key process and technology needs within the Operation Center.

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

• Leads staff, as requested, who are 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.

• Leads associates, when requested, to build relationships with advisors, plan sponsors and third-party administrators. Works with plan sponsors, plan auditors and legal teams to ensure plans are being accurately administered and that all elements of internal and external compliance requirements are met.

• Manages and provides oversight for underwriting staff as requested.

May perform other duties as assigned.

Reporting Relationships: Reports to Director or Associate Vice President. Typically, five to 15 associates report to this role.

Typical Skills and Experience:

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

Knowledge, Skills and Abilities: Extensive knowledge of insurance industry concepts including, but not limited to, financial services products, regulations, and guidelines. Retirement plan or COLI expertise preferred. Effective team leadership and management skills. Strong verbal and written communication skills. Ability to present to external audiences. 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 and Guiding Behaviors.

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.

EQUAL OPPORTUNITY EMPLOYER:

Nationwide is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive culture where everyone feels challenged, appreciated, respected and engaged. Nationwide prohibits discrimination and harassment and affords equal employment opportunities to employees and applicants without regard to any characteristic (or classification) protected by applicable law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.