NF Technical Operations Manager - RP TECH

Are you passionate about being part of a team at a Fortune 100 company with nearly $70 billion in annual sales that delivers extraordinary care to help individuals and businesses prepare for and protect their future? If so, then Nationwide Financial could be the place for you! At Nationwide®, “on your side” goes beyond just words. Our customers and partners are at the center of everything we do and we’re looking for associates who are passionate about delivering extraordinary care.

This role is responsible for leading and managing a highly technical operations team to ensure outstanding service for internal and external partners across both the Emerging Markets and Government/Institutional sectors.

Key Responsibilities:

• Manage vendor relationships
• Identify process improvements
• Provide coaching and feedback
• Respond to service issues to maintain high client satisfaction

Ideal Candidate:

• Experience with establishing and maintaining inbound payroll/census files through a secure connection
• Experience with external feedback files to third-party vendors

Compensation Grade: G3

This is a hybrid role based out of the Columbus, Oh office. This team will come into the office 2 days a week.

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.

• 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…