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.

Internal Compensation Grade: H3
Location: This position can be filled as Hybrid or Remote in Ohio.

Series 26 will be required

This role will be responsible for leading the Columbus based Retirement Solutions Operations Solution Center teams. This fast-paced role will help set and execute on the evolving strategy for the organization while continuing to deliver on the expectations of our plans, participants and regulatory agencies. Key functions of the area include:

• Taking a high volume of participant and plan sponsor phone calls to answers questions, resolve customer complaints, and provide superior customer service
• Identifying areas of improvement to mitigate risk create efficiency, and improve customer outcomes.

Candidates for this position should demonstrate strength in the following areas:

• Knowledge of retirement plans and the applicable laws and regulations
• Proven track record of people leadership in an operations environment
• Problem solving, continuous improvement and execution skills
• The ability to build successful relationships and collaborate across value streams

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!

As a Director, Nationwide Financial (NF) Solution Center, you’ll provide strategic leadership to the Center’s front line leadership to facilitate and enhance the process of providing exceptional sales and service support to Nationwide customers and partners. You’ll be responsible for the implementation, performance and execution of strategic objectives. Your work will help drives profitable sales growth and customer retention for NF through superior service interactions that acquire, grow and retain profitable business relationships.

Job Description

Key Responsibilities:

• Provides strategic direction and guidance to build, sustain and grow a culture of coaching and development that leads to high performance and engagement, where associates are inspired to provide superior sales and service experiences to Nationwide customers and partners.

• Partners with operations, home office and field sales leadership in developing sales and service strategy for assigned business unit products and services.

• Collaborates with other sales and service directors to develop and execute on a recruiting strategy to attract, develop and retain a high-performing and culturally diverse workforce.

• Establishes, maintains and grows relationships with internal and external business partners in support of Nationwide strategic initiatives.

• Ensures operational excellence and efficient staff management with the goal of providing easy and cost-effective service support to Nationwide customers and partners.

• Provides the strategic direction and framework for front line leaders to successfully create and execute on critical associate management objectives including: talent management, performance management, FINRA licensing, salary planning and administration, training and development, industry and competitive knowledge, workflow and organizational planning, hiring and placement and disciplinary actions.

• Partners with Finance to create, administer and monitor an annual operation budget, which includes preparing staffing projections and ensuring that budget request aligns with NF objectives.

• Directs expense management practices and leads development of solutions to streamline processes and reduce operating expenses.

• Identifies and implements new strategies, technologies and processes in support of continuous improvement and innovation to add further value to the Nationwide customer and partner experience.

• Represents the assigned business unit and makes strategic decisions on various business management teams including: product development, continuous improvement, information technology, external business partners, enterprise-wide committees, etc. Drives the creative and decision-making process when necessary.

• Executes strategic plan initiatives, customer and partner enthusiasm, sales effectiveness and operating plan objectives to meet profitable sales growth goals, customer and partner service metrics.

• Lead a culture of compliance and adherence to all company policies.

• Fosters and champions a culture of diversity and inclusion.

• Manages associates, including performance, salary planning and administration, training and development, workflow and organization planning, day-to-day management, hiring and placement and disciplinary actions for direct and possibly indirect reports.

May perform other responsibilities as assigned.

Reporting Relationships: Reports to Associate Vice President/Vice President. Typically, three to 10 associates report to this role. May have Senior Consultant direct reports.

Typical Skills and Experiences:

Education: Undergraduate degree in business, marketing, economics, insurance or related field. Graduate studies preferred in business, marketing or related discipline.

License/Certification/Designation: Associates must obtain the required federal and/or state licenses/registrations within the time 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 obtain required licenses/registrations within the time period designated by the business unit, the associate will be ineligible to continue in the position. NOTE: A credit check may be required if a license is required for this position.

Experience: Ten years of experience in managing sales and service programs within a call center, sales support, marketing or direct selling environment. Five years of customer sales and service management experience with a minimum of three years solutions center experience preferred.

Knowledge, Abilities and Skills: Knowledge of sales management, call center, and/or sales support practices and procedures, and assigned business unit products and distribution relationships. Excellent verbal and written communication skills. Effective team leadership and management skills. Must be able to deliver external presentations.

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.

Job Conditions:

Overtime Eligibility: Exempt (Not Eligible)

Working Conditions: Normal office environment.

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.

Credit/Background Check: A credit check may be required for this position.

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Benefits

We have an array of benefits to fit your needs, including: medical/dental/vision, life insurance, short and long term disability coverage, paid time off with newly hired associates receiving a minimum of 18 days paid time off each full calendar year pro-rated quarterly based on hire date, nine paid holidays, 8 hours of Lifetime paid time off, 8 hours of Unity Day paid time off, 401(k) with company match, company-paid pension plan, business casual attire, and more. To learn more about the benefits we offer, click here.

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.