AVP, Underwriting and Process Operations - Commercial Lines

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.

Please Note: This position is open to working remotely in the United States for suitable candidates. 

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Job Description Summary

We have a versatile team, working together to meet the needs of the business. We value strong business knowledge, interpersonal savvy and contributing to a stellar team environment. If you thrive in an impactful, engaging work environment, we want to know more about you. This role will lead various teams responsible for Underwriting, Commercial Processes, Premium Audit, Vendor and Business Process Management Organization. The position oversees skilled commercial associates that flex to address escalated profit management issues, risk mitigation needs across the portfolio, and work volumes in the greatest areas of demand for the Commercial organization.

The primary focus of this role is strategic and tactical support execution of business processes for profitable underwriting decision making, risk mitigation, premium audit, processes and profit improvement plans for all standard Commercial lines. This includes all components of vendor management for the offshore vendor relationships aligned with commercial processing and premium servicing as well as process management leadership for technology and service enhancements, staffing, budget, plan and build capabilities.

Job Description

Key Responsibilities: 

• Develops and executes the Operations Commercial strategy across all territories nationwide. Partners with field and inside underwriting automation, sales, and field product to strategically align book to appropriate risk, growth and profitability and CAT experience, and executes to achieve profitable growth. 

• Responsible for the development and implementation of strategic long and short-range plans to best support profitable business opportunities. Develops, sponsors and leads key initiatives to address business strategy and growth and profit objectives. Ensures that initiatives and plans are consistent with the company’s long-term vision and direction. 

• Responsible for development of strategic approach for business process outsourcing, vendor management, work complexity assessment, and best practice development with 3rd party vendor partners to include contractual agreement deployment responsibility for all process management, technical ramp, vendor senior leadership coaching, strategic planning, quality and compliance accountability, training roadmap development, training delivery and technical daily coaching to ensure high quality customer experience. Ongoing daily coaching required to deliver a seamless interaction model across the Commercial Lines value chain out into the external market, and effective performance management for offshore vendor associates. 

• Responsible for Process leadership and accountable to drive all Commercial Processing functions for all on shore Nationwide teams and offshore vendor teams. 

• Strategic leadership for process management across the organization. Improve alignment on process management and efficiency roadmap, recommendations of current and future Commercial Processing technology initiatives, automation/innovation streamlining service, stability for experience for all internal/external partners, development and delivery of service experience control plan to enhance customer experience. 

• Drive results, ensuring agent and customer expectations are met. Build and leverage relationships with agents through partnership programs, visiting agencies, and hosting agent visits. Responsible for agency escalation situations and conflict resolution. Responsible for ensuring time service, quality, and customer satisfaction metrics are met. Drive operational change, including technology enhancements, automation, robotics, best practices, and systems implementations in partnership with Shared Services, IT, Staff, and Busine