Co-Managed Resources Consultant (PL Servicing)

Nationwide•Braddock Hills, PA

5d•Hybrid

About The Position

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 and partners are at the center of everything we do and we’re looking for associates who are passionate about delivering extraordinary care. The Co-Managed Resources Consultant is responsible for overseeing co-sourced vendor governance, ensuring that partners meet contractual obligations, service level agreements, and quality standards. This includes analyzing performance data, conducting audits, and leading regular business reviews to drive accountability. A key aspect of the role is building and maintaining strategic relationships with vendors, acting as a liaison to support training, quality assurance, and workforce alignment between Nationwide and its co-sourcing partners. Leading change management, continuous improvement will be critical to ensure performance excellence and next level customer experience. Operational leadership is also central to the position, requiring close monitoring of vendor practices to ensure compliance with internal policies and industry regulations. The consultant manages access permissions, system updates, and contributes to change management efforts. Additionally, the role supports technology and process integration, including ID reconciliation, system access coordination, and dashboard reporting to maintain seamless operations. Success in this role depends on strong communication and relationship-building skills, analytical thinking, and a deep understanding of vendor lifecycle management. Experience with change management methodologies such as Six Sigma, Lean, or ProSci is highly beneficial. The consultant must also be adept at cross-functional collaboration, working closely with teams across finance, technology, quality assurance, workforce management, and training. Please Note: The position is open to remote and main office-based applicants. With our SuccessFlex model, individuals located within 35 miles of one of our major offices, have flexibility to a hybrid workplace option. #LI-JJ1 #LI-Remote We are a versatile group of individuals, working together to meet the needs of our customers. Are you process focused and detail oriented? If you thrive in a busy, engaging work environment, we want to know more about you! As a Co-Managed Resources Consultant, you will manage co-sourcing vendors to deliver results, improve service experience, and achieve business outcomes through governance and relationship building. You will maintain business relationships with external stakeholders to keep Nationwide’s operations running smoothly and play a pivotal role in developing and maintaining successful vendor relationships. Your responsibilities encompass several key areas. First, you will ensure that vendors consistently meet and exceed quality standards and volume of work standards, promptly addressing any deviations. Second, you will collaborate with vendors during training processes and optimize workforce management interactions. Third, you will vigilantly monitor vendor practices to ensure alignment with company policies and industry regulations, proactively mitigating compliance risks. Finally, you will oversee access permissions for vendor associates and address system updates and issues, contributing to seamless operations.

Requirements

Bachelor’s degree in logistics, marketing, communication, business
8-10 years’ experience in insurance, processing, customer service, operations, marketing, sales, communication
Strong Communication Skills: Effective communication is vital for building and maintaining strong vendor relationships.
Analytical and Problem-Solving Abilities: Analyzing data, identifying trends, and making informed decisions are essential for effective vendor management. Strong problem-solving skills enable addressing challenges and finding innovative solutions.
Vendor Management Best Practices: A solid understanding of principles, methodologies, and best practices is vital. This includes vendor selection, contract management, performance evaluation, and risk mitigation.
Customer Service and Relations: Building positive relationships with vendors requires excellent customer service skills.

Nice To Haves

Change Management experience: ex. Six Sigma/Lean Management/ProSci
Other criteria, including leadership skills, competencies and experiences may take precedence.

Responsibilities

Responsible for oversight of service delivery from co-sourcing vendors
Monitors service level agreements related to financial, operational, and quality deliverables.
Ensures contract obligations and deliverables are managed, tracked, and reported.
Analyzes performance metrics and ensures operational/contractual obligations are met.
Support strategic oversight of co-sourcing vendor operations
Strategic support of Performance Metrics
Develop strategies to address partner needs and/or existing issues
Issue resolution – provide support on processes, reporting, workload
Support operational business reviews
Cultivate valuable relationships with stakeholders with good communication and effective issue resolution
Support operational leadership of co-sourcing vendor
Weekly/Monthly Business Review Touchbases
Support Quality Processes for Vendor with Nationwide Quality Teams
Support Training Processes and Classes for co-sourcing vendor with Nationwide
Support WFM interactions with co-sourcing vendor and Nationwide
Conducts audits to evaluate user satisfaction and vendor delivery and addresses compliance issues
Manage and partner with Change and Communications on product changes, system outages, tool updates, process changes, etc. with co-sourcing vendor
Complaints/Escalations/Compliance – assist with communications as issues resolved
Discuss future capabilities with co-sourcing vendor involvement
Support Business Technology touchbases and system and technology updates
Manage governance forums, calendars, and follow up actions
Oversee transition and transformation planning, monitoring, reporting and change management
Manages outsourcing vendors according to organization’s quality standards and policies
Makes recommendations and provides input on strategy generation or capacity management process based on business needs and vendor results
Provide dashboard reporting
Drive vendor account behaviors in alignment with Nationwide standards and policies
Develop process documents
Technology support of co-sourcing vendor
ID reconciliation, systems access
Finance Touchbase to review ID reconciliation
Performance metrics – review/document
Partner with admins on access and ID requests
May perform other responsibilities as assigned.

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