Manager, Business Delivery Quality - Pet

Are you passionate about being part of a team that delivers extraordinary care to help individuals and businesses prepare for and protect their retirement? If so, then Nationwide Financial 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 role does not qualify for employer sponsored work authorization. Nationwide does not participate in the STEM OPT extension program.

It is our intention to fill this role in Columbus, Ohio or Scottsdale, Arizona. However, on occasion, applications from internal candidates working remotely who bring critical industry skills and relevant experience may be considered.

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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 kno