Consultant, Process Management (Office Customer Relations)

Nationwide•Grandview Heights, OH

20h•$87,000 - $162,000•Hybrid

About The Position

If you're passionate about helping a Fortune 100 company with nearly $70 billion in annual sales drive their strategy forward through innovative product development and advancing strategic partnerships to protect customers, then Nationwide is 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. We’re seeking a seasoned consultant in process management to lead measurable improvements in accuracy, efficiency, and customer experience. As an OCR Process Management Consultant, you will be responsible for designing, optimizing, and governing end‑to-end OCR-enabled workflows. You will also lead the design and execution of training to ensure teams can effectively operate, manage, and continuously improve OCR processes. You will partner with business, IT, operations, and vendor teams to: Assess current OCR processes and performance Identify and prioritize improvement opportunities Design and execute training programs for associates and stakeholders on OCR processes, controls, and technology tools Implement best practices, controls, and metrics for OCR operations Ensure that OCR solutions align with regulatory, risk, and customer experience expectations This is a highly visible role for someone who combines strong process management expertise with a practical understanding of technologies, a passion for continuous improvement, and the ability to build capability through effective training. Due to the nature of this role, is preferred to work hybrid at the Columbus, OH offices in the Grandview Yard. Remote work arrangements will be considered for candidates located outside the Columbus area. This role does not qualify for employer-sponsored work authorization. Nationwide does not participate in the Stem OPT Extension program. #LI-MS2 #LI-HYBRID 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 Consultant, you'll provide expertise on business and/or systems processes. You'll work on complex process analysis, design, implementation, execution or operational management. You'll drive analysis of existing processes, procedures and methods to ensure and promote effective business operations through standardization, improvement, simplification or discontinuance.

Requirements

Typically, eight or more years of experience in business process design or operations.
Maintains and comprehends business process operations or redesign techniques, methods and tools.
Understanding of trends to support process design and operations to improve performance.
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.
Possess strong communication skills and the ability to make decisions and recommendations on process strategies.

Nice To Haves

Undergraduate degree in business, mathematics or related field preferred.
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.
Strong ability to work with process vendors in the delivery of project solutions.
Other criteria, including leadership skills, competencies and experiences may take precedence.
Staffing exceptions to the above must be approved by the Director and HR Business Officer.

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.
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