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 for suitable candidates. 

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Job Description Summary

We have a versatile team, working together to meet the needs of the business. We value strong business knowledge, interpersonal savvy and contributing to a stellar team environment. If you thrive in an impactful, engaging work environment, we want to know more about you. This role will lead various teams responsible for Underwriting, Commercial Processes, Premium Audit, Vendor and Business Process Management Organization. The position oversees skilled commercial associates that flex to address escalated profit management issues, risk mitigation needs across the portfolio, and work volumes in the greatest areas of demand for the Commercial organization.

The primary focus of this role is strategic and tactical support execution of business processes for profitable underwriting decision making, risk mitigation, premium audit, processes and profit improvement plans for all standard Commercial lines. This includes all components of vendor management for the offshore vendor relationships aligned with commercial processing and premium servicing as well as process management leadership for technology and service enhancements, staffing, budget, plan and build capabilities.

Job Description

Key Responsibilities: 

Develops and executes the Operations Commercial strategy across all territories nationwide. Partners with field and inside underwriting automation, sales, and field product to strategically align book to appropriate risk, growth and profitability and CAT experience, and executes to achieve profitable growth. 

Responsible for the development and implementation of strategic long and short-range plans to best support profitable business opportunities. Develops, sponsors and leads key initiatives to address business strategy and growth and profit objectives. Ensures that initiatives and plans are consistent with the company’s long-term vision and direction. 

Responsible for development of strategic approach for business process outsourcing, vendor management, work complexity assessment, and best practice development with 3rd party vendor partners to include contractual agreement deployment responsibility for all process management, technical ramp, vendor senior leadership coaching, strategic planning, quality and compliance accountability, training roadmap development, training delivery and technical daily coaching to ensure high quality customer experience. Ongoing daily coaching required to deliver a seamless interaction model across the Commercial Lines value chain out into the external market, and effective performance management for offshore vendor associates. 

Responsible for Process leadership and accountable to drive all Commercial Processing functions for all on shore Nationwide teams and offshore vendor teams. 

Strategic leadership for process management across the organization. Improve alignment on process management and efficiency roadmap, recommendations of current and future Commercial Processing technology initiatives, automation/innovation streamlining service, stability for experience for all internal/external partners, development and delivery of service experience control plan to enhance customer experience. 

Drive results, ensuring agent and customer expectations are met. Build and leverage relationships with agents through partnership programs, visiting agencies, and hosting agent visits. Responsible for agency escalation situations and conflict resolution. Responsible for ensuring time service, quality, and customer satisfaction metrics are met. Drive operational change, including technology enhancements, automation, robotics, best practices, and systems implementations in partnership with Shared Services, IT, Staff, and Business Operations. Responsible for implementation of audit findings. 

May perform other responsibilities as assigned. 

 

Reporting Relationships: Reports to VP. 

 

Typical Skills and Experiences: 

 

Education: Bachelor's Degree with Master’s Degree preferred. Additional Industry Certifications such as the CPCU are preferred. 

 

Experience: Typically, ten years’ experience in personal/commercial lines insurance, financial services, marketing or communication, including six years previous product/underwriting, distribution and associate management experience needed.  

 

Knowledge, Abilities and Skills: Knowledge of multi-level leadership of leaders capabilities, commercial underwriting and risk mitigation techniques, and workforce management tools needed. Skills include strategy development, business acumen, financial acumen, command skills, decision quality, developing direct reports and a talent pipeline for the Commercial Lines value chain, strategic agility, process management, relationship management, influencing without authority, project prioritization, data analytics, vendor management, and an aptitude for technology transformation. Demonstrated ability to communicate effectively, both verbally and in writing, with all levels of management; advanced organizational abilities and the capability to manage several diverse tasks concurrently; high levels of credibility and professionalism in dealings with senior executives.  

Effectively integrate and support the Policy Center migration with agile leadership and through unpredictable periods. Leadership for this role will have to display extensive flexibility in their strategic visioning capabilities to develop numerous contingency plans to deliver a customer experience that minimizes all of the disruption of migration. This work must be built out on top of ongoing efforts to upskill and develop our associates and offshore partner organizations. 

 

Other criteria, including leadership skills, competencies and experiences may take precedence.  

 

Staffing exceptions to the above must be approved by the hiring manager’s leader and Human Resource Business Partner. 

 

Values: Regularly and consistently demonstrates Nationwide Values. 

 

Job Conditions: 

 

Overtime Eligibility: Not Eligible (Exempt) 

 

Working Conditions: Managing a team of in-office and remote associates across various states.  Some travel may be required to maintain connections with both on shore Nationwide teams and offshore vendor teams. 

 

ADA: The above statements cover what are generally believed to be principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties. 

We currently anticipate accepting applications until 01/03/2025. However, we encourage early submissions, as the posting may close sooner if a strong candidate slate is identified before the deadline.

Benefits

We have an array of benefits to fit your needs, including: 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, and more. To learn more about the benefits we offer, click here.

Nationwide is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive culture where everyone feels challenged, appreciated, respected and engaged. Nationwide prohibits discrimination and harassment and affords equal employment opportunities to employees and applicants without regard to any characteristic (or classification) protected by applicable law.

This position could be filled within any of the lower 48 U.S. states.

Smoke-Free Iowa Statement: Nationwide Mutual Insurance Company, its affiliates and subsidiaries comply with the Iowa Smokefree Air Act. Smoking is prohibited in all enclosed areas on or around company premises as well as company issued vehicles. The company offers designated smoking areas in which smoking is permitted at each individual location. The Act prohibits retaliation for reporting complaints or violations. For more information on the Iowa Smokefree Air Act, individuals may contact the Smokefree Air Act Helpline at 888-944-2247.

For NY residents please review the following state law information: Notice of Employee Rights, Protections, and Obligations LS740 (ny.gov) https://dol.ny.gov/system/files/documents/2022/02/ls740_1.pdf

Nationwide pays on a geographic-specific salary structure and placement within the actual starting salary range for this position will be determined by a number of factors including the skills, education, training, credentials and experience of the candidate; the scope, complexity and location of the role as well as the cost of labor in the market; and other conditions of employment. If a Sales job, Sales Incentives, based on performance goals are possible in addition to this range.

The national salary range for AVP, Underwriting and Process Operations - Commercial Lines : $127,000.00-$248,000.00

The expected starting salary range for AVP, Underwriting and Process Operations - Commercial Lines : $134,000.00 - $222,000.00