Job Description

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!

This position leads a cross-functional team of Retention Specialists who do in-depth analysis of Nationwide retirement plans that are at-risk and Financial Professional Service Analysts who act as issues resolutions representative for Financial Professions and field partners.

FINRA Series 6 and 26 required within 120 days.

This role can be filled at either the Manager, Internal Sales and Service (G2) or Supervisor, Internal Sales and Service (F2) level.

Job Description Summary

Do you love connecting and building new business relationships? If you have a natural curiosity, are excited about helping people and want to accelerate both your personal and professional growth, we want to know more about you!

Our team works with financial professionals to provide the right Nationwide products to people who need and want them. We count on our team members to represent Nationwide well in this important market and have a real desire to connect and help our customers.

As a Manager, youll support, implement and manage departmental strategies at the operating level. You will develop and implement individual team strategies that support business unit objectives. Youll lead team activities, addresses crucial or sensitive issues and address improvement opportunities for team. You will develop and maintain effective relationships with business partners and serve as liaison between department and other business areas.

Job Description

Key Responsibilities:

* Manages all team activities including assigning and monitoring work, leading team meetings, asset retention efforts, etc.
* Coordinates planning, implementation and communication of day-to-day business and technical needs required for processing of business. Partners with associates to develop individual objectives and development plans and monitors progress. Addresses and manages crucial, escalated service inquiries from multiple distribution channels.
* Demonstrates outstanding leadership and manages performance according to Nationwide standards. Provides coaching, feedback and rewards to team members. Acts as a mentor and provides career development assistance to associates. Identifies and addresses improvement opportunities and implements development plans accordingly. Partners with team lead in reviewing call effectiveness and manages/rates performance.
* Develops and maintains effective and positive relationships with other departments including operations, field sales management, plan administrators, marketing, external wholesalers, executives, etc.
* Partners with sales team and other managers to fully understand business goals and needs. Provides advice and technical information to other areas and partners with them to evaluate and implement modifications to existing processes.
* Communicates, supports and implements strategies at the operating level. Develops and implements individual team objectives/team strategies that support business units objectives. Initiates the development, implementation and reporting of service standards consistent with departmental goals.
* Represents area and/or department on different strategic committees/projects. Provides recommendations and advice to other areas, regarding business feasibility of proposed strategies, tactical plans and/or modifications to existing practices.
* Provides input to budget development and manages expenses accordingly.

May perform other duties as assigned.

Reporting Relationships: Reports to Director/Officer/Executive and may manage a variety of positions/associates.

Typical Skills and Experiences:

Education: Undergraduate studies in insurance, marketing, business administration, communication or related field preferred.

License/Certification/Designation: Progress towards insurance designations preferred. Associates must acquire the required federal and/or state licenses/registrations within the time period designated by the business unit. Additional licenses/registrations may be required when new products and services are implemented. If an associate fails or is unable to acquire required licenses/registrations within the designated time period, the associate will be ineligible to continue in the position.

Experience: Seven years of experience in customer service, sales, including management of associates involved in those functions.

Knowledge, Skills and Ability: In-depth knowledge of customer service and sales concepts pertaining to sales of insurance and financial products. Must have excellent knowledge in products sold, the regulatory environments/trends in different states and nationally. In-depth knowledge of the distribution channels required. Must be knowledgeable about the best practices in training and motivating associates. Ability to lead a team in a more effective way by consistently demonstrating superior leadership skills. Must have excellent verbal and written communication skills in order to communicate with customers/producers and to provide clear direction to associates. Leadership skills to consistently create/contribute to short term and long-term strategies. 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 environment. May require some 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.