Specialist, Process Management (Agency Appointment Support Personal Lines)

If you’re passionate about helping people protect what matters most to them at a Fortune 100 company with nearly $70 billion in annual sales, 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 Onboarding Specialist- Agency Appointment Support delivers a best-in-class experience for newly appointed personal lines agencies, serving as a dedicated agency contact during the first 60-90 days. This role owns the onboarding journey end-to-end, ensuring agencies are set up for success and positioned to achieve early production goals.   Key responsibilities include: Lead the onboarding experience from appointment through graduation, ensuring a smooth and efficient transition Partner closely with territory managers and underwriting team to drive engagement and align on appetite and expectations Deliver virtual training on core platforms (Agent Center, PolicyCenter) and educating agents on coverages, discounts, and processes Ensure agencies are fully established across all systems and equipped to quote and bind successfully Monitor agency quoting and binding activity to track progress, identify gaps, and provide proactive support Act as a trusted advisor to agencies, reinforcing Nationwide’s value and strengthening early relationships Re-engage existing agents with performance gaps, providing guidance and support to help them reach their full potential.   What we’re looking for: A highly service-oriented professional who thrives on creating exceptional partner experiences Strong training and facilitation skills, with confidence delivering virtual instruction Comfort working directly with external agents and influencing without authority Ability to manage multiple priorities independently while maintaining accuracy and quality A proactive, solutions-focused mindset with a focus on continuous improvement Preferred experience in personal lines insurance and agency systems, including familiarity with quoting and binding workflows, coverages, and underwriting principles   This role does not qualify for employer-sponsored work authorization. Nationwide does not participate in the Stem OPT Extension program.#LI-TH1 Job Description SummaryAre 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 Specialist, you'll work on complex business and/or system process analysis, design, implementation and operations. We'll count on you to competently analyze existing processes, procedures and methods to ensure and promote effective business and systems operations through standardization, improvement, simplification or discontinuance. In addition, you'll have opportunities to create process change by integrating new processes with existing ones.Job DescriptionKey Responsibilities:Designs, develops, customizes, documents, deploys, maintains and updates business and system processes and procedures.Performs day-to-day operations of business and systems processes, including the operation of process-related tools. Facilitates key process events and fulfills customer requests and process deliverables through all phases of the process lifecycle.Initiates, enables and supports process redesign and/or re-engineering initiatives and projects through continues process improvements. Identifies, facilitates, markets and implements new and creative business process redesigns.Performs process evaluations and develops recommendations utilizing benchmarks, pilots, prototyping and modeling to assess potential use of new methods and workflows within a business process. Develops and provides recommendations on possible process, tool and control improvements to increase the quality and optimization of business services and resources. Facilitates ongoing process design activities for a given set of customers or organization as a team member and advisor.Works and consults with customers and project teams to develop business cases and comprehensive project plans to identify, quantify and deliver process design efforts in support of business objectives. Monitors and manages process design project plans.Serves as subject matter expert on project team involved with development, implementation, administration and operation of new processes, which may include multiple functions, product lines and business activities. Facilitates post-implementation and conformance reviews for complex processes to ensure conformance to process requirements.Maintains and operates moderately complex process designs, operational and measurement tools and methods to improve business and/or system processes. Mentors, educates and trains others on the use of process design techniques, methods and tools.Maintains collaborative relationships with vendors, partners and suppliers to support customer plans. Facilitates service evaluations regarding outside consulting service vendors.Coordinates activities for a process project team and helps monitor project schedules and costs.May perform other responsibilities as assigned.Reporting Relationships: Reports to Manager/Director and does not have direct reports. Typical Skills and Experiences:Education: Undergraduate degree in business, mathematics or related field preferred.License/Certification/Designation: Process-related certifications preferred. Product-related technical insurance course work, e.g., CPCU, CPU, LOMA, preferred.Experience: Typically, six or more years of experience in business process design or operations.Knowledge, Abilities and Skills: Maintains and comprehends business process operations or redesign techniques, methods and tools. Understanding of business trends to support process design and oper