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Nationwide · 1 day ago

Manager, Process Management (NF SBS - Content & Design Solutions) HYBRID

Ohio - Columbus, One Nationwide Plaza

Full-time

Hybrid

Mid, Senior Level

$87K/yr - $162K/yr

8+ years exp

Nationwide is a company that focuses on delivering extraordinary care to help individuals and businesses prepare for their future. The Manager of Process Management will lead a team responsible for overseeing customer communications and ensuring operational excellence through standardized processes and compliance with brand guidelines.

BankingFinancial ServicesInsuranceLife Insurance

No H1B

Responsibilities

Lead and develop a high-performing team that manages end-to-end customer communication processes, including mass, ad hoc, and manual mailings

Ensure brand integrity and sentiment alignment across all communications, leveraging the Inspire platform to deliver consistent, customer-centric messaging

Drive operational excellence by standardizing processes, improving workflows, and ensuring compliance with regulatory and brand guidelines

Collaborate with business partners and stakeholders to align communication strategies with organizational goals and customer needs

Manage timelines and priorities for multiple communication projects in a fast-paced environment

Champion innovation and continuous improvement, identifying opportunities to enhance efficiency and elevate the customer experience

Provide strategic oversight for communication initiatives, ensuring alignment with enterprise standards and objectives

Direct responsibility for people management, including career development, performance management, and engagement

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

Qualification

Process managementCustomer communicationLeadership skillsProcess designProject managementInnovationCollaborationDetail-orientedCommunication skills

Required

Typically, eight or more years of experience in business process design or operations

Demonstrated expertise in process analysis, process design and process implementation

Proven knowledge of project management concepts and techniques required

Strong understanding of customer business environment

Ability to work with process vendors in the delivery of project solutions

Possess strong communication skills and has the ability to make decisions and recommendations on process strategies

Direct responsibility for people management including career development, performance management and pay determination and communication

Preferred

Process-related certifications preferred

Supervisory or management experience preferred

Competency in process development or process operations preferred

Proven leadership skills with the ability to work with business teams, including virtual teams

Benefits

Medical/dental/vision

Life insurance

Short and long term disability coverage

Paid time off with newly hired associates receiving a minimum of 18 days paid time off each full calendar year pro-rated quarterly based on hire date

Nine paid holidays

8 hours of Lifetime paid time off

8 hours of Unity Day paid time off

401(k) with company match

Company-paid pension plan

Business casual attire

Company

Nationwide

Glassdoor3.9

Nationwide, a Fortune 100 company based in Columbus, Ohio, is one of the largest and strongest diversified insurance and financial services organizations in the United States.

Founded in 1925

Columbus, Ohio, USA

10001+ employees