Manager, Process Management (Policy Center Application Support)

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:

*Responsible for managing day-to-day activities and critical customer issues ensuring appropriate resources are working to resolve issues and communicating with management and key stakeholders on status and outcomes.

* 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:

-Must have 5+ years of insurance experience.

-Must have 2+ years of experience managing a business application support team specific to underwriting support.

--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 pro