Manager – Business Delivery Quality

Are you passionate about being part of a team that delivers extraordinary care to help individuals and businesses prepare for and protect their retirement? If so, then Nationwide Financial 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.

Reporting to Director, Business Delivery with 1-2 immediate Direct Reports upon hire.

•Will lead the discipline and practice of ensuring that initiatives are delivered with consistency, accuracy, and alignment to intended business outcomes (e.g. UAT, testing best practice).

•Areas of focus/opportunity include, but aren’t limited to:

•Defect management process end-to-end

•Production incident business prioritization and management

•Test case and test data management

•Optimizing testing processes end-to-end, with an eye towards automating as much as possible

•Establishing value-added services and processes that Business Delivery will own to shift rote/routine testing away from business users

•Reimagining production post-release support  

•Establishing big and visible quality-related metrics for team and leadership management

This role does not qualify for employer sponsored work authorization. Nationwide does not participate in the STEM OPT extension program.

It is our intention to fill this role in Columbus, Ohio or Scottsdale, Arizona. However, on occasion, applications from internal candidates working remotely who bring critical industry skills and relevant experience may be considered.

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Job Description Summary

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.

Job Description

Key Responsibilities:

• 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.

Reporting Relationships: Reports to Director/Associate Vice President/Vice President and responsible for a team of business process professionals.

Typical Skills and Experiences: 

Education: Undergraduate degree in business, mathematics or related field preferred.

License/Certification/Designation: Process-related certifications preferred. 

Experience: Typically, eight or more years of experience in business process design or operations. Supervisory or management experience preferred.

Knowledge, Abilities and Skills: 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. Competency in process development or process operations preferred. 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. 

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 Resources Business Partner.

Values: Regularly and consistently demonstrates the Nationwide Values.
 

Job Conditions:
 

Overtime Eligibility: Exempt (Not eligible)

Working Conditions: Normal office environment. Occasional travel. Non-standard or extended work may be required based on project needs.

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.

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.

NOTE TO EMPLOYMENT AGENCIES:

We value the partnerships we have built with our preferred vendors. Nationwide does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any Nationwide employee or hiring manager in any form without a signed Nationwide Client Services Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.

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. Note on Compensation for Part-Time Roles: Please be aware that the salary ranges listed below reflect full-time compensation. Actual compensation may be prorated based on the number of hours worked relative to a full-time schedule.The national salary range for Manager, Process Management : $77,000.00-$159,000.00The expected starting salary range for Manager, Process Management : $86,000.00 - $128,000.00