Consultant, Process Management



United States · Remote
Posted on Monday, June 10, 2024
If you’re passionate about helping people protect what matters most to them, as well as innovating and simplifying processes and operations to provide the best customer value, then Nationwide’s Property and Casualty team could be the place for you! At Nationwide®, “on your side” goes beyond just words. Our customers are at the center of everything we do and we’re looking for associates who are passionate about delivering extraordinary care.

This Consultant, Process Management can work from a hybrid (if near an office) or remote environment. The individual in this position will have the following responsibilities:

*Receive tier 1 escalations as tier 2 support and performing a deeper level of analysis to determine root cause.
*Once root cause is determined and further escalation is needed to build/fix IT solutions, submits defect or enterprise intake enhancement including all required information, like business requirements, to allow for the item to flow as smoothly through the process as possible.
*Make more complex business process changes including deliverable creation and communication on changes and workarounds.
*Connect at the seams and navigate the organization to collect inputs to determine root causes of issues and/or create recommendations on how to solve issues. This includes but is not limited to connecting with our partners that support rating, pricing, underwriting, product filings, IT, data, and any other area necessary to drive root cause analysis.
*Bring Tier 1 support along the analysis journey to help grow their skillset, scale, and mature problem-solving methods.
*Partner with Tier 1 on communication back to field.
*Connect at the seams by attending field huddles to keep a pulse on the field around process / tech issues. Uses this connection as an opportunity to provide further communication on issue resolution.

Qualified candidates must have the following:

-Policy center guidewire experience
-Customer service experience
-Experience researching issues to help solve issues
-Advanced communication skills
-Experience creating process/ procedure documentation.
-Experience solving complex business process and technology issues.
-Experience navigating P&C organizations including partners in IT, Product, Actuarial, Underwriting, Operations, etc

Compensation Grade: G2

Job Description Summary

Are you process focused and detail oriented? Do you thrive in a busy, engaging work environment? If so, we want to know more about you!

As a Consultant, you'll provide expertise on business and/or systems processes. You'll work on complex process analysis, design, implementation, execution or operational management. You'll drive analysis of existing processes, procedures and methods to ensure and promote effective business operations through standardization, improvement, simplification or discontinuance.

Job Description

Key Responsibilities:

  • Utilizes expertise in design, development configuration, customization, deployment, maintenance and updating of processes and procedures. Ensures processes are followed within organization and effectively manages customer communication.

  • Manages day-to-day operations of business and systems processes, including the operation of process-related tools. Runs key process events and the fulfillment of customer requests and process results through all phases of the process life cycle.

  • Consults and provides expertise to executives, customers and core business functions on process redesign and/or re-engineering initiatives and projects through continuous process improvements.

  • Consults as a process specialist on process evaluations and develops recommendations by using benchmarks, pilots, prototyping and modeling to assess potential use of new methods and workflows.

  • Develops and provides recommendations on possible process, tool and control improvements to increase the quality and optimization of business services and resources. Leads ongoing process design activities for a given set of customers.

  • Provides experienced consultation for sophisticated process tools and methods in order to develop, design, implement, monitor, maintain, operate and improve business and/or system processes.

  • Mentors, educates and trains others on the use of process design techniques, methods and tools.

  • Initiates, develops and maintains collaborative relationships with vendors, partners and suppliers to support customer or systems plans. Manages service evaluations on outside consulting service vendors.

  • Earns recognition across the organization for process design, support and operational expertise and is sought as a resource for resolution of complex design, implementation, support and operational problems.

  • Serves as consultant for the most complex process design projects involving process subject areas and impacting multiple business units.

  • Contributes to the overall strategic vision and provides a broad range of ideas regarding process design, implementation, support and operation initiatives. May serve in an operational authority or approval role in the execution of processes.

May perform other responsibilities as assigned.

Reporting Relationship: Reports to Manager/Director and does not have direct reports.

Typical Skills and Experiences:

Education: Undergraduate degree in business, mathematics or related field preferred.

License/Certification/Designation: Process-related certifications preferred. Product-related technical insurance course work, e.g., CPCU, CPU, LOMA, preferred.

Experience: Typically, eight or more years of experience in business process design or operations.

Knowledge, Abilities and Skills: Maintains and comprehends business process operations or redesign techniques, methods and tools. Understanding of trends to support process design and operations to improve performance.

Must have demonstrated expertise in process analysis, process design and process implementation. Demonstrated knowledge of project management concepts and techniques required. Proven understanding of customer business environment. Proficiency in process development or process operations preferred. Proven leadership skills including ability to virtually lead teams. Strong ability to work with process vendors in the delivery of project solutions. Possess strong communication skills and the ability to make decisions and recommendations on process strategies.

Other criteria, including leadership skills, competencies and experiences may take precedence.

Staffing exceptions to the above must be approved by the Director and HR Business Officer.

Values: Regularly and consistently demonstrates the Nationwide Values.

Job Conditions:

Overtime Eligibility: Exempt (Not eligible)

Working Conditions: Normal office environment. Occasional travel, non-standard or extended work may be required based on project needs. Must have a valid driver’s license with satisfactory driving record in accordance with Nationwide standards.

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.

We currently anticipate accepting applications until 06/14/2024. However, we encourage early submissions, as the posting may close sooner if a strong candidate slate is identified before the deadline.


We have an array of benefits to fit your needs, including: medical/dental/vision, life insurance, short and long term disability coverage, paid time off with newly hired associates receiving a minimum of 18 days paid time off each full calendar year pro-rated quarterly based on hire date, nine paid holidays, 8 hours of Lifetime paid time off, 8 hours of Unity Day paid time off, 401(k) with company match, company-paid pension plan, business casual attire, and more. To learn more about the benefits we offer, click here.

Nationwide is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive culture where everyone feels challenged, appreciated, respected and engaged. Nationwide prohibits discrimination and harassment and affords equal employment opportunities to employees and applicants without regard to any characteristic (or classification) protected by applicable law.

This position could be filled within any of the lower 48 U.S. states.Smoke-Free Iowa Statement: Nationwide Mutual Insurance Company, its affiliates and subsidiaries comply with the Iowa Smokefree Air Act. Smoking is prohibited in all enclosed areas on or around company premises as well as company issued vehicles. The company offers designated smoking areas in which smoking is permitted at each individual location. The Act prohibits retaliation for reporting complaints or violations. For more information on the Iowa Smokefree Air Act, individuals may contact the Smokefree Air Act Helpline at 888-944-2247.
For NY residents please review the following state law information: Notice of Employee Rights, Protections, and Obligations LS740 (ny.gov) https://dol.ny.gov/system/files/documents/2022/02/ls740_1.pdfNationwide pays on a geographic-specific salary structure and placement within the actual starting salary range for this position will be determined by a number of factors including the skills, education, training, credentials and experience of the candidate; the scope, complexity and location of the role as well as the cost of labor in the market; and other conditions of employment. If a Sales job, Sales Incentives, based on performance goals are possible in addition to this range.The national salary range for Consultant, Process Management : $76,000.00-$156,000.00The expected starting salary range for Consultant, Process Management : $84,000.00 - $126,000.00