Role & Department Overview
The Manager, Processing Money In (NIGO) plays a critical leadership role within Nationwideâs Retirement Solutions Operations organization. This team is responsible for resolving âNot In Good Orderâ (NIGO) retirement plan enrollment & beneficiary forms, rollovers, and contributionsâfunds that cannot be processed due to missing, inaccurate, or incomplete informationâand ensuring they are researched, corrected, and applied accurately and timely.
As a leader on this team, you will oversee daily operations that sit at the intersection of financial accuracy, regulatory compliance, customer experience, and operational efficiency. You will lead a tenured team of associates who partner closely with internal sales, client services and external plan contacts to resolve complex contribution issues, reduce suspense, and support payrolls, rollovers, enrollments, and highâdollar transactions across Nationwide Financial. This role is wellâsuited for a people leader who is energized by change, continuous improvement, and finding smarter, more automated ways to deliver excellent service in a highly regulated environment.
Key Focus Areas & Responsibilities
Required Experience & Qualifications
FINRA Series 6 and/or Series 26 licenses are not required for this role but may be supported if needed.
This position will be hired on a hybrid, SuccessFlex basis.
The hired associate must reside within 35 miles of the following location(s):
Ohio: Three Nationwide Plaza, Columbus OH, 43215
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.
Internal Compensation Grade: G2
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Job Description Summary
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, weâd like to know more about you!Job Description
Key Responsibilities:
Provides oversight to team roles and responsibilities. Manages performance of customer's satisfaction, interaction quality and relationships. Focuses on maintaining relationships, internally and externally.
Participates in, sponsors and/or owns major projects, leads the activities and provides guidance. Assists in identifying and establishing operational improvements that improve 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 for succession planning and handles all performance management tasks and related functions for team. Ensures associates are current and knowledgeable about the industry, competition and regulatory environment.
Drives education about current processes and procedures with internal/external customers. Leads the service relationships and helps build and strengthen relationships through presentations and direct contact.
Supervises workflow to ensure that all functions are completed and meet time and meet quality standards. Responds to and resolves escalated service issues and calls from our sales partners, producers, firms and customers. Monitors team/client relationships to ensure call teams and client service groups are achieving service expectations.
Coordinates 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 fashion. Partners with appropriate teams or individuals for coordination of responses to audits, including system partners for data requests.
Leads associates that take audit recommendations and calibration sessions through the continuous improvement model. Identifies key opportunities for improving procedures and processes, ensuring consistency and adherence to regulatory requirements. Uses findings to identify process and/or technology needs within the Operation Center.
Handles expenses to the established budget and finds opportunities and implements solutions to streamline processes and reduce operating expenses. Participates in annual budget process to ensure adequate staffing and funding to provide outstanding levels of service.
May perform other responsibilities as assigned.
Reporting Relationships: Reports to a Director or Associate Vice President. Leads five to 15 associates at various levels.
Typical Skills and Experiences:
Education: Undergraduate studies in business administration, management, finance, pre-law or related field and/or technical insurance coursework preferred.
License/Certification/Designation: FINRA Series 6 and 26 licenses may be required.
Experience: Seven years of financial services experiences in a customer service, quality control or operations environment. Supervisory experience preferred.
Knowledge, Abilities and Skills: Extensive knowledge of insurance industry concepts including, but not limited to, financial services products, regulations and guidelines. Effective team leadership skills and management skills. Strong communication skills. Ability to present to external individuals and organizations. Relationship-building skills.
Other criteria, including leadership skills, competencies and experiences may take precedence.
Staffing exceptions to the above must be approved by the hiring managerâs leader and Human Resources Bu
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