VP, Small Commercial Operations and Servicing

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.

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Job Description Summary

Accountable for developing and executing operational plans for the Small Commercial business unit, which includes but is not limited to servicing, processing, contact centers, digital, and end-to-end workflow (from submission through quote, bind, book, and issue). Responsible for driving small commercial lines further into automated underwriting and servicing capabilities and ensuring the integrity of those automated outcomes. This position also includes the leadership and day-to-day management of shared servicing and processing for Agribusiness. In addition to the tactical day-to-day execution of a $1B business unit, this position has broad strategic accountabilities, as well as transformation, project management, technology, and thought leadership responsibilities. This role is also responsible for the execution of third-party vendor relationships associated with servicing agents and customers.

Job Description

Key Responsibilities:   

• Responsible for developing short and long-term strategic roadmaps of plans, projects and initiatives to streamline and enhance service and processing operations, build and deepen relationships with key leaders and stakeholders across Small Commercial.  Responsible for the creation of effective change plans for multiple initiatives spanning the entire value chain.  Identifies key technologies, programs, and processes for operational improvements. Provides thought leadership to influence organizational strategy. 

• Exercises fiscal oversight and responsibility for the Small Commercial and Agribusiness servicing and processing.  Develops and implements annual operating plans, with financial objectives consistent with the long-range strategic plans and initiatives to support efficiency, effectiveness, and the attainment of multi-year strategic objectives. Provide leadership to ensure activities meet business unit, function, associate and member needs. 

• Provides leadership, coaching, development, and evaluation of the performance of direct reports; Promotes, fosters, and helps to see through continuous improvement efforts. Drives overall engagement. 

• Responsible for short-term and long-term strategic planning, as well as the implementation and execution of existing strategies for Small Commercial.  Responsible for the design and implementation of the organization and ensuring that it is in alignment with the Small Commercial strategy, as well as, meeting the needs of internal/external customers. 

• Oversees direction of organizational efficiency, engaging a large team, and driving automation of transactional underwriting-based decisions.    

• Responsible for the execution of co-sourced offshoring execution of servicing and processing of Small Commercial business.  Maintains consistent interaction with vendor partner, uniting their execution, goals, and structure with the same servicing and processing functions performed by domestic Nationwide associates under this leader. 

• Responsible for the development and execution of the Small Commercial digital strategy.