Member Services Director

The individual in this role will lead the Member Services operations area supporting individual life insurance and annuity lines of business including the following teams: Life Disbursements, Annuity Disbursements, Policy Administration, Contract Changes, Billing and Payments, and Policy Distribution. The leader is accountable for the activities and team handling day-to-day operations for these functions ensuring an On Your Side service experience is provided to members, internal and external sales partners, firms, and producers. Providing sponsorship of various projects will be a key component of the role. The leader will serve on the IPS Operations Cabinet as a strategic thought leader regarding various strategic and operational topics.

In addition to the experience, skills, and competencies highlighted in the job description, following are additional details related to the successful candidate:

Experience:

• Experience leading larger teams with front-line leaders

Skills/Competencies

• Passion for providing extraordinary care for members
• Track record of success related to driving culture of being a best place to work
• Ability to strongly support development of associates and leaders
• Demonstrated ability to manage day-to-day service levels and operational metrics
• Strong ability to build relationships and partnerships
• Able to effectively communicate verbally and in writing, leveraging storytelling skills
• Capacity to develop strategic direction and lead through transformation work
• Effective at leveraging industry experience and relationships to continually improve the member experience

This position is an H2 band role.

Job Description Summary

Summary: Directs the activities and staff responsible for day-to-day operations ensuring that an On Your Side service experience is provided to our internal and external sales partners, firms, producers, and customers. Provides strategic oversight to staff responsible for strict adherence to and enforcement of all financial controls as well as legal and regulatory guidelines and regulations set forth by state insurance and securities departments, FINRA, SEC, NF Compliance, and the NF Anti-Money Laundering Steering Committee. Provides executive sponsorship and oversight on people management, technology and process improvement projects.

Job Description

Reporting Relationships: Reports to AVP or VP. Typically 3-10 F-G level associates report to this role. May have Sr Consultant H band direct reports.

Core Duties and Responsibilities:

1. Performance (Team) – Directs departmental roles and responsibilities. Responsible for the day-to-day operational and staff management of process programs. Provides overall direction to and guidance to strategic operational activities while ensuring all projects, tasks and activities are aligned with the company standards and strategies, as well as adhering to compliance guidelines.

2. Planning (Projects) – Directs all aspects of staff participation in major projects and task teams. Oversees and the development and establishment of process improvements that enhance delivery of services to customers aligned with industry and regulatory requirements.

3. People (Performance Management) – 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.

4. Partnerships (Relationship Management) – directs the development and delivery of education of current processes and procedures with internal/external customers. Provides staff leadership to build and strengthen relationships through presentations, firm and/or direct advisor contact.

5. Customer Service – Directs the activities and staff responsible for monitoring work flow to ensure all functions are completed in a timely manner and meet quality standards. Directs a staff who responds to escalated service issues and calls from our internal and external sales partners, firms, producers, and customers. Directs call team and client relationship activities to ensure On Your Side service. May coordinate customer satisfaction survey, and interpret results to implement change.

6. Finance and Regulatory Oversight – Directs a staff responsible for all aspects of implementing enacted state and federal regulations for products and procedures; ensuring Operations (an other impacted) is prepared and informed of audits/regulatory/legislative changes in a timely manner. Mentors, educates and trains others on partnering with appropriate teams or individuals for the coordination of responses to audits (or other regulatory matters), including system partners for data requests. Serves as top level consultant for leaders, peers and team members on regulatory matters. Provides highest level of subject matter expertise related to responses to regulatory agency reports and findings and works closely with the office of Corporate Compliance to resolve any issues.

7. Continuous/Change Management -directs all activities and functions of a staff involved in the design, development, configuration, customization, deployment, maintenance and upgrading of a wide variety of business processes and procedures using the continuous improvement model. Provides overall direction and strategic guidance regarding identification of key opportunities for processes and procedures to be enhanced and aligned to ensure consistency and adherence to regulatory requirements. Provides mentoring and leads a staff who devise and/or modify procedures and technology needs within the Operation Center.

8. Budget – Directs expense management and leads development of solutions to streamline process and reduce operating expenses.

9. Licensing & Commissions roles: Provides strategic oversight to a staff responsible for providing accurate and timely producer onboarding or compensation payment processing, as well as strict adherence to financial controls and regulatory requirements. Responsible for compliance control and testing.

10. May serve as strategic oversight for an underwriting staff to ensure underwriting practices and procedures in order to achieve satisfactory experience and acceptable administrative results.

11. Performs other related duties as assigned.

Typical Skills and Experiences:

Education: Undergraduate degree in business administration, management, finance, pre-law or related field and/or technical insurance coursework preferred.

Licenses/Registrations/Designations: FINRA Series 6 and 26 licenses may be required.

Experience: Minimum 10 years financial services experiences in a customer service, quality control or operations environment. Supervisory experience required.

Knowledge: Extensive knowledge of insurance industry concepts including but not limited to: Financial Services products, regulations, and guidelines.

Skills/Competencies: Effective team leadership and management skills. Strong verbal and written communication skills. Must be able to present outside Nationwide walls. Relationship building people skills are needed.

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 HR Business Partner.

Values: Regularly and consistently demonstrates the Nationwide Values and Guiding Behaviors.

Job Conditions:

Overtime Eligibility: Not eligible (exempt)

Working Conditions: Normal Office Conditions. May require infrequent travel.

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.

Job Evaluation Activity: 01/2012 CB, PYC