Nationwide Team Lead, Operations - E&S Spec in Scottsdale, Arizona

If you’re passionate about becoming a Nationwide associate and believe you have the potential to be something great, let’s talk.

Number 54 on the Fortune Magazine 100 Best Places to Work.

JOB SUMMARY: Assists the supervisor/manager with managing team and/or process activities, reporting, training, procedures documentation and Quality Assurance. Provides coaching feedback to team members to develop skills, competencies and knowledge to improve overall team performance. Serves as team leader in providing superior service and support. Leads design, development and adherence to complex business processes in accordance with regulations, internal provisions, and internal procedures and controls. Answers questions from internal and external customers. Manages and resolves difficult and unusual problems & issues as a subject matter and process management expert within the unit.

Job Description

REPORTING RELATIONSHIPS: Reports to Manager/Supervisor.


  • Serves as team leader in resolving escalated service and inquiries from internal and/or external customers. Functions as a subject matter expert. Provides guidance on maintaining up-to-date records.

  • Provides day-to-day on the spot coaching and feedback to team members on process, program or work effectiveness. Shares resolution from escalated issues with team members to prevent repeated problems. Guides, mentors and coaches associates continuously.

  • Under minimal guidance, initiates, enables and supports process redesign and/or re-engineering initiatives and projects through continuous process improvements. Identifies and markets new and creative business and systems process redesigns.

  • Resolves difficult and unusual cases with minimal assistance. Researches and corrects the most complex issues. Implements solutions to service issues. Engages administrative and operations support staff where appropriate to assist with issue resolution, and follows-up to ensure completion.

  • Assists the manager/supervisor with all team activities including; assigning and monitoring work, team meetings, reporting, employee engagement, recognition, etc. Assists supervisor/manager in coaching associates on performance development opportunities and monitors progress accordingly. Displays leadership skills by communicating effectively with management, peers and partners and by helping to identify process improvement opportunities.

  • Prepares and delivers ongoing training to team members. Guides new associates into the team after they have completed formal, new employee training. Conducts analysis to identify training opportunities and/or procedural changes, and makes recommendations to team manager and/or training manager as needed.

  • Partners with manager in determining organizational effectiveness. Provides feedback to manager regarding improvement opportunities.

  • Participates in special projects as assigned. Acts on behalf of the team manager as necessary.

  • Conducts quality reviews by analyzing and interpreting documentation against procedures. May conduct re-reviews for the purpose of assessing skill adequacy results. Researches and recommends workable solutions to quality issues and improvement needs. Provides feedback to managers and associates on improvement opportunities.

  • Performs other duties as assigned.


Education: Undergraduate studies in insurance, marketing, business management preferred.

Certifications/Designations: Progress towards completion of business-related designations is desirable.

Experience: Typically 5 or more years experience in business, process design or operations or related industry experience. Prefer some project or lead experience.

Knowledge: Proven knowledge of procedures in business area.

Skills/Competencies: Effective verbal and written communication skills necessary to interact and negotiate with all levels of internal and external contacts. Demonstrated leadership capabilities to effectively train, coach, and provide feedback to less experienced associates. Ability to identify and analyze difficult inquiries, solves problems, and handles sensitive issues. Ability to effectively operate personal computer with related business software.

Values: Regularly and consistently 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. Occasional 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: 10/2013 KLG Edited 9/2015 KMT.

Additional Job Description


Seeking candidates with:

  • Team lead or supervisory work experience

  • Experience monitoring team performance and reporting on metrics

  • Continuous improvement identification and implementation experience

  • Ability to advocate and support change impacting the team

  • Computer skills including Word, Excel and PowerPoint

  • Excellent communication skills

  • Leadership skills

  • Ability to make quick and smart decisions

  • Organizational and time management skills

Job ID: 51751