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

Nationwide Mutual Insurance•Columbus, OH

2d•$87,000 - $162,000•Hybrid

About The Position

Are you passionate about being part of a team that delivers extraordinary care to help individuals and businesses prepare for and protect their future? If so, then Nationwide Financial 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. Manager, Customer Communications Team 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 a dynamic team responsible for delivering exceptional customer communications across Nationwide Financial. This team manages mass mailings, ad hoc mailings, and manual mailings , ensuring accuracy, timeliness, and compliance for all NF lines of business. You’ll oversee operations that support the Inspire tool , bringing brand standards and sentiment to life in every communication. Your leadership will ensure that every message reflects our commitment to clarity, consistency, and customer experience. 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.

Requirements

Undergraduate degree in business, mathematics or related field preferred.
Typically, eight or more years of experience in business process design or operations.
Supervisory or management experience preferred.
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 knowledge of project management concepts and techniques required.
Strong understanding of customer business environment.
Proven leadership skills with the ability to work with business teams, including virtual teams.
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.

Nice To Haves

Process-related certifications preferred.
Competency in process development or process operations preferred.

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