Operations Manager - Retirement Plan Solutions Center

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. We're seeking an experienced leader to manage a large, dynamic team of 20+ call center representatives supporting participants for one of our largest retirement plans. This role requires strong leadership skills and proven experience managing people and business processes. You'll guide teams through complex participant interactions, from routine inquiries to sensitive withdrawal requests, ensuring exceptional service and operational excellence.

Ideal candidates will excel in relationship management and strategic thinking. You'll engage regularly with external partners to discuss service levels, navigate challenges, and drive continuous improvement. Strong communication, analytical problem-solving, and the ability to innovate for the future are essential. FINRA SIE, Series 6, Series 26, and Series 63 licenses are required and must be obtained within 120 days of your start date. This position will be hired on a SuccessFlex basis. The hired associate must reside within 35 miles of the following location(s) : Ohio : 1000 Yard St, Grandview Heights, OH, 43212 Arizona : 18700 N Hayden Rd, Scottsdale, AZ, 85255 Work schedule : 2 days in office, 3 days remote This role does not qualify for employer-sponsored work authorization. Nationwide does not participate in the Stem OPT Extension program.

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 Manager, you'll support, implement and manage departmental strategies at the operating level. You will develop and implement individual team strategies that support business unit objectives. You'll lead team activities, addresses crucial or sensitive issues and address improvement opportunities for team.

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. Partners with associates to develop individual objectives and development plans and monitors progress. Addresses and manages crucial and escalated service inquiries.
• 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. Reviews call effectiveness and manages performance.
• Manages a team that understands different product suites, including current lineup and products no longer sold that still require servicing.
• Manages case design, business consultations, product updates, training, product rollouts, education and support. Leads team that identifies the question(s) behind the question to proactively offer consultative expertise.
• Communicates, supports and implements strategies at the operating level. Develops and implements individual team objectives / team strategies that support business unit's 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.

May perform other responsibilities as assigned.

Reporting Relationships : Reports to Director and leads team of Solutions Center associates.

Typical Skills and Experiences :

Education : Undergraduate degree in finance, business administration, insurance, economics or communications preferred.

License / Certification / Designation : SIE, Series 6 and Series 26 required.

Experience : Seven years of experience in customer service and sales including experience in leading / supervising a team of service and / or sales professionals.

Knowledge, Abilities and Skills : In-depth knowledge of products, sales and support techniques, distribution channels, best practices in sales, management and training of sales professionals required. Excellent verbal and written communication skills to connect with customers / producers and lead a team. Supervisory, communications and training skills. Leadership skills to consistently create / contribute to short term and long-term strategies. Knowledgeable about training and motivating associates.

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 Nationwide Values.

Job Conditions :

Overtime Eligibility : Not Eligible (Exempt)

Working Conditions : Call center environment. Extended periods of time sitting in front of a computer and taking phone calls.

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.

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.

NOTE TO EMPLOYMENT AGENCIES : We value the partnerships we have built with our preferred vendors. Nationwide does not accept unsolicited resumes from employment agencies.