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Form of workAre 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!
Job Description Summary
Executive leadership position responsible for delivering extraordinary care for NF Retirement Solutions business unit. Accountable for elevating customer service and increasing efficiency for multi-billion-dollar unit. Provides vision, direction, and leadership for Operations with responsibility for the performance of over 50 teams and 600+ associates who deliver the service experience for our members and partners. This leader is at the forefront of elevating the customer experience while also identifying and implementing more efficient ways of delivering exceptional service.
Role is an active leader on the Retirement Solutions Leadership Team and builder of servicing strategies across the business unit, Nationwide Financial, and Enterprise to support service, capability transformation, and growth. Accountable for industry leading on-boarding of new plan acquisitions and implementation of additional capabilities from plan expansions. Represents Nationwide with prospective customers at finalist presentations, due diligence visits, partner advisory boards, and Plan Sponsor governance meetings to win and retain plans.
Responsible for leading the risk mitigation strategies to ensure compliance with all regulatory bodies (Department of Labor, Internal Revenue Service, the Securities Exchange Commission, and others) across the various business functions including plan administration, loans, distributions, anti-fraud and cyber security. Assures consistent operational practices and process management across Retirement Solutions to support growth and long-term success. This individual develops and implements processes that employ effective use of technology and continuous improvement techniques, drives self-service adoption, and improved unit cost efficiency. Builds and maintain strong business partnerships and connectivity of all initiatives with external business partners and clients as well as internal partners and participates in any related project team.
Job Description
Key Responsibilities:
- Strategic Vision: Delivering superior care for members and partners; evolves the service model in alignment with business strategic objectives and customer priorities.
- Leading Change & Selling Vision: Develop and implement processes that employ effective use of technology, continuous improvement, and support business strategies to drive efficiencies across all aspects of Operations. Leverages Lean management system to continually improve value delivery.
- Service Delivery: Leads team accountable for service delivery with hours of Operation Manages and meets plan service level requirements for multi-billion contracts including call center, processing, and plan administration requirements. Teams are accountable for approximately 1.5 million calls annually. Serves as Executive Sponsor for retention of key large plans.
- Service Remediation: Partners with Technology and cross functional leaders on customer and associate incidents and service disruption. Promotes prevention, early detection, and restoration of service. Executive accountable for service remediation and formal customer complaints.
- Leadership/Talent Development: Lead a culture of engaged associates with a focus on enhancing our diversity and inclusion effectiveness. Provides inspiration, direction, and recognition for department of 600+ associates in multiple locations (Columbus, Scottsdale, and hybrid work model.) Recruits and develops talent to support business needs today and for future.
- Driving Transformation: Accountable for the successful execution of strategies to support key Retirement Solutions objectives, including platform transformation initiatives.
- Continuous Progress on Efficiency Gains: Recordkeeping and plan administration industry is highly price competitive. A relentless focus to identify and implement more efficient ways of service delivery.
- Risk Mitigation: Lead a culture of compliance to support all Department of Labor, Internal Revenue Service, Office of the Comptroller of the Currency, and the Securities Exchange Commission regulations, including plan document requirements. Accountable to protect participant and plan data against cyber threats and fraud. Serves as voting member on Nationwide Trust Committee. Meets with regulator and plan auditors as needed.
- Sales & Retention: Deliver our service vision and story in large account finalist presentations or due diligence visits. Also, participate in strategy work and lead execution to meet sales, retention, and financial goals.
- Governance Committees & Councils: Serves as leadership representative in Office of Chief Customer Officer Experience Council (COE), Third Party Administrator Advisory Board, and appropriate industry committees (ASPPA, LOMA/LIMRA). Key leader in NF COE Service Council, Retirement Solutions Portfolio decisioning, and Shared Service Post Service Portfolios to determine business priorities to meet sales and financial objectives.
- Business Continuity: Accountable for Retirement Solutions Operations Business Continuity Plan, including epidemics/pandemics, business interruption, ransomware, and catastrophe recovery.
- Process Management: Accountable for new business, distribution, in-force, and SOC1/SOC2 internal audit controls and requirements. Accountable for key performance indicators across new business, call center, processing, plan administration, fraud, relationship consulting, lean/automation, client services, incident management, and customer complaints.
- Budget & Financial Management: Manage direct budget of approximately $65 million and influence broader RS spending priorities to advance strategy. Sponsor business cases that support accelerating investments needed to support the department goals. Accountable for business case commitments that improve efficiency and unit cost.
Reporting Relationships: Reports to President/COO Retirement Plans. Leads team of eight direct reports and approximately 600+ indirect reports.
Typical Skills and Experiences:
Education: Undergraduate degree in Business, Management, Marketing, Technology, Finance or other related areas. Graduate degree preferred.
Licenses and Certifications: FINRA Series 6 & 26 required.
Experience/Skills: 15+ Years' experience with retirement plans (457, 401(k), 403(b)) with a broad set of experiences across operations, sales, finance, and technology.
Knowledge, Abilities, and Skills: Expert knowledge of retirement plans, operations, and regulatory environment. Expertly demonstrates skills in the following competencies: delivering customer service, driving execution and organizational agility, process management and problem solving, leading change, establishing strategic direction, delivering results through strong collaboration, and innovation.
Values: Regularly and consistently demonstrates Nationwide Values.
Job conditions:
Overtime Eligibility: Not Eligible (Exempt)
Working Conditions: Normal office environment; some travel required (20-30%)
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, paid time off plus nine paid holidays, 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.
