Consultant, Process Management (Office Customer Relations)

Nationwide is a Fortune 100 company focused on innovative product development and strategic partnerships to enhance customer care. They are seeking a seasoned Consultant in Process Management to lead improvements in accuracy, efficiency, and customer experience through the design and optimization of workflows, as well as training execution for teams.

Responsibilities:

• Utilizes expertise in design, development configuration, customization, deployment, maintenance and updating of processes and procedures. Ensures processes are followed within organization and effectively manages customer communication
• Manages day-to-day operations of business and systems processes, including the operation of process-related tools. Runs key process events and the fulfillment of customer requests and process results through all phases of the process life cycle
• Consults and provides expertise to executives, customers and core business functions on process redesign and/or re-engineering initiatives and projects through continuous process improvements
• Consults as a process specialist on process evaluations and develops recommendations by using benchmarks, pilots, prototyping and modeling to assess potential use of new methods and workflows
• Develops and provides recommendations on possible process, tool and control improvements to increase the quality and optimization of business services and resources. Leads ongoing process design activities for a given set of customers
• Provides experienced consultation for sophisticated process tools and methods in order to develop, design, implement, monitor, maintain, operate and improve business and/or system processes
• Mentors, educates and trains others on the use of process design techniques, methods and tools
• Initiates, develops and maintains collaborative relationships with vendors, partners and suppliers to support customer or systems plans. Manages service evaluations on outside consulting service vendors
• Earns recognition across the organization for process design, support and operational expertise and is sought as a resource for resolution of complex design, implementation, support and operational problems
• Serves as consultant for the most complex process design projects involving process subject areas and impacting multiple business units
• 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

Requirements:

• Typically, eight or more years of experience in business process design or operations
• Must have demonstrated expertise in process analysis, process design and process implementation
• Demonstrated knowledge of project management concepts and techniques required
• Proven understanding of customer business environment
• Strong ability to work with process vendors in the delivery of project solutions
• Possess strong communication skills and the ability to make decisions and recommendations on process strategies
• Process-related certifications preferred
• Product-related technical insurance course work, e.g., CPCU, CPU, LOMA, preferred
• Proficiency in process development or process operations preferred
• Proven leadership skills including ability to virtually lead teams