Operations Manager, Retirement Solutions - Processing Money In (NIGO)
National Black MBA Association, Raleigh, NC, United States
Role & Department Overview
The Manager, Processing Money In (NIGO) plays a critical leadership role within Nationwide’s Retirement Solutions Operations organization. This team is responsible for resolving Not In Good Order (NIGO) retirement plan enrollment & beneficiary forms, rollovers, and contributions—funds that cannot be processed due to missing, inaccurate, or incomplete information—and ensuring they are researched, corrected, and applied accurately and timely. As a leader on this team, you will oversee daily operations 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 high‑dollar transactions across Nationwide Financial. This role is well‑suited for a people leader energized by change, continuous improvement, and finding smarter, more automated ways to deliver excellent service in a highly regulated environment.
Key Focus Areas & Responsibilities
Lead and develop a team responsible for resolving NIGO retirement plan contributions, rollovers, and enrollments ensuring accuracy, timeliness, and adherence to regulatory and internal control requirements.
Drive operational excellence by partnering with technical and peer leaders to improve workflows, service‑level adherence, and end‑to‑end resolution of suspended items, including sensitive payroll and large‑dollar transactions.
Champion change management, continuous improvement, and automation efforts—helping the team adapt to evolving processes while maintaining a strong customer and associate experience.
Serve as an escalation point for complex issues, audits, and service concerns, collaborating with internal sales teams, client services, and other operational partners.
Foster a coaching‑focused team culture that prioritizes engagement, accountability, skill development, and readiness for future leadership opportunities.
Required Experience & Qualifications
Demonstrated leadership experience in financial services, operations, or retirement‑related environments, with the ability to guide teams through change and evolving priorities.
Strong working knowledge of operational controls, compliance expectations, and service delivery within a regulated financial services setting; retirement plan experience preferred.
Ability to analyze processes, identify improvement opportunities, and partner effectively with technical resources to enhance efficiency and customer outcomes.
Clear, confident communication and relationship‑building skills, with comfort engaging internal partners and leading teams through ambiguity.
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 one of the following locations: Ohio: Three Nationwide Plaza, Columbus OH, 43215; Arizona: 18700 N Hayden Rd, Scottsdale, AZ, 85255. Work schedule: 2 days in office, 3 days remote.
Note: This role does not qualify for employer-sponsored work authorization. Nationwide does not participate in the Stem OPT Extension program.
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The Manager, Processing Money In (NIGO) plays a critical leadership role within Nationwide’s Retirement Solutions Operations organization. This team is responsible for resolving Not In Good Order (NIGO) retirement plan enrollment & beneficiary forms, rollovers, and contributions—funds that cannot be processed due to missing, inaccurate, or incomplete information—and ensuring they are researched, corrected, and applied accurately and timely. As a leader on this team, you will oversee daily operations 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 high‑dollar transactions across Nationwide Financial. This role is well‑suited for a people leader energized by change, continuous improvement, and finding smarter, more automated ways to deliver excellent service in a highly regulated environment.
Key Focus Areas & Responsibilities
Lead and develop a team responsible for resolving NIGO retirement plan contributions, rollovers, and enrollments ensuring accuracy, timeliness, and adherence to regulatory and internal control requirements.
Drive operational excellence by partnering with technical and peer leaders to improve workflows, service‑level adherence, and end‑to‑end resolution of suspended items, including sensitive payroll and large‑dollar transactions.
Champion change management, continuous improvement, and automation efforts—helping the team adapt to evolving processes while maintaining a strong customer and associate experience.
Serve as an escalation point for complex issues, audits, and service concerns, collaborating with internal sales teams, client services, and other operational partners.
Foster a coaching‑focused team culture that prioritizes engagement, accountability, skill development, and readiness for future leadership opportunities.
Required Experience & Qualifications
Demonstrated leadership experience in financial services, operations, or retirement‑related environments, with the ability to guide teams through change and evolving priorities.
Strong working knowledge of operational controls, compliance expectations, and service delivery within a regulated financial services setting; retirement plan experience preferred.
Ability to analyze processes, identify improvement opportunities, and partner effectively with technical resources to enhance efficiency and customer outcomes.
Clear, confident communication and relationship‑building skills, with comfort engaging internal partners and leading teams through ambiguity.
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 one of the following locations: Ohio: Three Nationwide Plaza, Columbus OH, 43215; Arizona: 18700 N Hayden Rd, Scottsdale, AZ, 85255. Work schedule: 2 days in office, 3 days remote.
Note: This role does not qualify for employer-sponsored work authorization. Nationwide does not participate in the Stem OPT Extension program.
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