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

* People leader providing coaching and development to both Tier 1 and Tier 2 associates.
*Performing quality checks on all associates to make sure they are following procedures. Identify areas for process improvement and optimization, make updates, and implement with the team.
*Monitoring issues reported to ensure SLAs are being met. When SLAs are not being met, works to understand why. Helps move issues along and determines if adjustments need to be made to SLA / staffing recommendations.
*Creating and providing summary of issues reported, resolution timings, SLA compliance, and quality.
*Connecting at the seams by engaging in future projects that might impact the team and determines needs to educate support group to be able to provide the support needed.
-Connecting at the seams with all areas of the organization proactively to maintain relationships, provide updates as needed, and to keep a pulse on the field.

Qualified candidates must have the following:

--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 and building trusted relationships with individuals in P&C organizations including partners in IT, Product, Actuarial, Underwriting, Operations, etc
-Experience running a business application support team within the P&C space.
-Experience coaching and mentoring individuals responsible for problem solving and root cause analysis.
-Experience performing quality checks on documented processes
-Experience monitoring volumes and determining staffing needs.
-Policy center guidewire experience preferred

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 Manager, you'll lead activities and a team responsible for business and/or system process analysis, design, implementation, execution or operational management. You and your team will conduct analyses of existing processes, procedures and methods to ensure and promote effective business operations through standardization, improvement, simplification or discontinuance. We'll count on you to build process change by integrating new processes with existing ones.

Job Description

Key Responsibilities:

  • Leads all activities of staff involved in design, development configuration, customization, deployment, maintenance and updating of business and system processes and procedures. Ensures processes are followed within business organizations. Effectively manages customer communication and the process results.

  • Handles day-to-day staff operations of business and system processes with recognized expertise, including the operation of process-related tools. Leads key process events and the fulfillment of customer requests and deliverables through all phases of the process life cycle.

  • Identifies and implements new and creative business process redesigns and strategies through facilitation and marketing.

  • Leads team of process specialists on evaluations and developing recommendations by utilizing benchmarks, pilots, prototyping and modeling to assess potential use of new methods and workflows within a business process. Participates and leads staff who engage in the evaluation of business processes for design efficiency and resource utilization to ensure process performance meets targeted service levels.

  • Manages and negotiates timelines and process design projects.

  • Initiates, develops and maintains collaborative relationships with vendors, partners and suppliers to support customer plans.

  • Leads awareness campaigns to help customers increase their awareness of process techniques, methods and tools to find opportunities for performance improvements. Advises partners on the issues and problems that they will face as process implementation activities unfold. Selects process design or operations team members. Facilitates the development of office-wide vision and strategies for processes.

  • 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.

  • Direct responsibility for people management including career development, performance management and pay determination and communication.

May perform other responsibilities as assigned.

Reporting Relationships: Reports to Director/Associate Vice President/Vice President and responsible for a team of business process professionals.

Typical Skills and Experiences:

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

License/Certification/Designation: Process-related certifications preferred.

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

Knowledge, Abilities and Skills: Maintains and comprehends business process operations or redesign techniques, methods and tools. Maintains current understanding of business trends to support process design and operations to improve performance. Demonstrated expertise in process analysis, process design and process implementation. Proven knowledge of project management concepts and techniques required. Strong understanding of customer business environment. Competency in process development or process operations preferred. Proven leadership skills with the ability to work with business teams, including virtual teams. Ability to work with process vendors in the delivery of project solutions. Possess strong communication skills and has 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 hiring manager’s leader and Human Resources Business Partner.

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.

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 Manager, Process Management : $76,000.00-$156,000.00The expected starting salary range for Manager, Process Management : $84,000.00 - $126,000.00