Nationwide Supervisor IV - Brokerage in Columbus, Ohio

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JOB SUMMARY: Responsible for leading, planning and organizing work of associates within multiple locations, multiple functions, and units performing highly complex work which may include tasks in areas such as medical, compliance, and legal. Responsible for the development, coaching, training and mentoring of individual team members. Functions as the expert in the application of established policies and complex procedures to resolve problems. Analyzes the research and development of new policies/procedures and makes recommendations. Works closely with unit management to implement changes to existing work policies and procedures. Functions as a back up to manager.

Job Description

Reports to: Manager / Director.

Key Responsibilities:

  • Supervises, coordinates and provides leadership to unit/team associates. Ensures all highly complex processing and customer service needs are addressed and resolved in a timely manner and within standards/guidelines. Interacts with other internal/external personnel as necessary to achieve objectives.

  • Assigns work, monitors, evaluates, recommends, and implements changes/improvements to existing processing procedures; establishes standards, specifications, methods and recommends equipment usage as requested/assigned.

  • Supervises the resolution of highly complex problems in technical, system or production aspects of the section/team responsibilities. Maintains status and provides management with updated reports as required.

  • Leads task or project teams as assigned and recommendations regarding subject; keeps management updated regarding status as requested. Implements and monitors progress of final determination. Conducts regular follow up to track the effectiveness of the implemented changes.

    • Proactively initiates analysis to study system changes applicable to unit and its functions. Responsible for analyzing recommendations for updating systems/software for unit(s). Makes recommendations and ensures follow up on system/software updates.
  • Assists departmental management in the development of the departmental budget; is held accountable for performance against individual unit/team budget. Analyzes data that may impact overall operating results.

  • Analyzes the need for training in specific subjects within unit; with input from internal team members and other units within the department designs and recommends the overall training program for the unit.

  • Performs all duties relating to supervision/leadership of assigned associates including the development of performance evaluation assessments and any salary administration duties. Functions as first level of communication regarding production and/or personnel problems.

  • Creates an environment which fosters technical competency and professionalism.

  • Responsible for the management of associates including: performance management, salary planning and administration, training and development, workflow planning, hiring and placement, and disciplinary actions.

  • Performs other related duties as assigned.


Education: Undergraduate studies and/or studies toward related insurance designation preferred.

License/Certification/Designation: None

Experience: Seven years experience in insurance, or other technical functions of the unit in a supervisory/lead capacity. Five years experience with undergraduate studies.

Knowledge: Knowledge of applicable processing systems and procedures; customer service philosophy, and in-depth knowledge of related products, functions of the supervised unit and corporate organizational structure.

Skills/Competencies: Verbal and written communication skills used to interact with all levels of internal/external contact. Ability to analyze problem situations, make recommendations, and coordinate implementation/resolution activities. Ability to be flexible and adaptable to changing situations. Ability to supervise/lead, train, and counsel employees in all aspects of business activities. Must be able to operate personal computer and applicable business/process software.

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

Staffing Exceptions to the above Minimum Job Requirements must be approved by the: hiring manager’s leader and HRBP.


Overtime Eligibility: Not Eligible (Exempt).

Working Conditions: Normal office environment. Non-standard or extended work hours and some travel as needed.

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.

Additional Job Description


Supervises associates, functions, and activities associated with a Brokerage Placement Unit. Responsible for the development, coaching, training, and mentoring of individual team members. Supervises/leads the application of established policies and complex processing procedures to resolve service problems. Supervises the interactive processes between unit/team and customers to ensure outstanding customer service. Supervises, leads, and/or assists with the research and development of new policies/procedures; submits and reports to management for final approval.

Job ID: 52088

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