Director, Claims - Centralized Property

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.

The ideal candidate for this role will be located in Des Moines, IA or Columbus, OH with the ability to work a hybrid schedule (in office/WFH), however, a remote opportunity may be considered for qualified candidates.

Relocation assistance may be available for qualified candidates.

Job Description Summary

No two property claims are ever the same and each customer has unique needs. Our team thrives on providing the very best service and building lasting, successful relationships with our customers. If you are confident, curious, driven to learn and grow, and have a desire to help people when they most need it, we want to know more about you!

As a Director, you'll drive claims performance for a centralized property claims unit. We'll count on you to assure compliance and successfully balance adjusted loss expense, loss cost and customer satisfaction.

Job Description

Key Responsibilities:

• Manages the claims processes consistently within centralized property claims. Coordinates efforts with other claims functions such as quality assurance, claims legal, subrogation, fraud, service centers, claims technical and claims staff support.

• Develops and implements new solutions and operational processes to ensure optimization and compliance with established company metrics, government standards and regulations.

• Formulates, communicates and implements quality work standards. Monitors progress and resolves any identified issues. Suggests possible improvements in execution.

• Ensures the best use of organization's resources by assisting with the development and implementation of the organization's strategic plans, projects and initiatives.

• Coordinates cross-claims and cross-functional issues with Claims Directors for other lines of business and leaders. Handles select administrative functions.

• Evaluates existing operational plans to ensure growth and feasibility and makes appropriate adjustments to assist organizational movement toward future success.

• Formulates and coordinates corporate, organizational and regional plans and develops measurable long-range goals and objectives.

• Delivers an outstanding customer service experience to all internal, external, current and prospective Nationwide customers.

• Identifies, develops and retains associates who have the potential for or are ready to fill critical roles in the organization.

• Supervises associate management, including performance, salary planning and administration, training and development, workflow and organizational planning, hiring and placement and disciplinary actions.

May perform other responsibilities as assigned.

Reporting Relationships: Typically reports to Claims Associate Vice President. Direct and indirect reports include Claims Managers, Associate Claims Directors, and/or Claims Specialists.

Typical Skills and Experiences:

Education: Undergraduate degree or post-graduate studies preferred.

License/Certification/Designation: State licensing where required. Successful completion of required/applicable claims certification training/classes.

Experience: Minimum ten years of experience in a claims operation including at least two years in claims management.

Knowledge, Abilities and Skills: Requires extensive knowledge of best claims practices, technical claims operations, procedures and claims performance strategies and day-to-day claims operations. Extensive subject area knowledge desired. Excellent customer service skills to proactively identify and understand customer needs. Ability to effectively connect with individuals and groups and lead an internal staff. Demonstrated decision-making skills, including the ability to recognize, analyze and improve claims performance situations such as loss control, LAE, customer satisfaction, employee development and engagement. Effective listening, verbal and written communication skills vital for customer contact, consultation, presentations, project management and personnel management. Ability to make decisions, priori