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.
We are “mission control” at Nationwide, helping business units put the right amount of people in the right place at the right time. Aligning capacity with work requires an analytical and forward-thinking approach and meaningful collaboration with functional areas across the enterprise. If you are innovative, thrive in a fast-paced, constantly evolving work environment, and are passionate about building trust in data to drive predictive workforce strategies, we want to hear from you!
As Director, Workforce Management, you will provide strategic leadership and execute key business initiatives. You will lead associates responsible for Workforce Management (WFM) across all Nationwide Financial (NF) business units, overseeing solution center and operational functions, including daily operations, scheduling, short- and long-term forecasting, data capture, capacity planning, and service level performance.
Key skills such as influencing, change management, and data management will be critical in this evolving organizational landscape. You will leverage these competencies to drive strategic initiatives, facilitate transitions, and use data-driven insights for informed decision-making. By applying industry best practices in WFM and a continuous improvement approach, you will ensure we have the data, technology, and predictive capabilities needed for confident forecasting and data-driven decisions regarding automation investments and other staffing strategies, preparing the workforce for future shifts.
It is our intention to fill this role in Columbus, Ohio or Scottsdale, Arizona, however, on occasion, applications from internal candidates that are working remotely who bring critical industry skills and relevant experience may be considered.
This role will only support Nationwide Financial and not P&C as stated below.
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Job Description Summary
We are “mission control” at Nationwide, helping business units put the right amount of people in the right place at the right time. Aligning capacity with work requires an analytical and forward-thinking approach and meaningful collaboration with functional areas across the enterprise. If you are innovative, thrive in a fast-paced, constantly evolving work environment, we want to hear from you!
As a Director, you'll lead associates responsible for operations activities related to Workforce Management across all PCCS lines of business including Claims, Personal Lines, Commercial Lines and Specialty Products. This includes overseeing all call center operation activities, such as daily operations, workforce management, short/long term forecasting, capacity modeling and service level management.
Job Description
Key Responsibilities:
May perform other responsibilities as assigned.
Reporting Relationships: Reports to Vice President.
Typical Skills and Experiences:
Education: Undergraduate degree; master's degree preferred.
Experience: Eight years of experience in call center management, operations and project management. Prefer insurance industry work experience.
Knowledge, Abilities and Skills: Knowledge of property/casualty insurance products, insurance processing systems and procedures, Best Practices, state regulations, and customer service practices. Excellent written and verbal communications skills; good understanding of mathematical formulas, statistics; strong computer and technical skills. Possesses strong interpersonal skills and the ability to influence associates at all levels in the organization.
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 HR Business Partner.
Values: Regularly and consistently demonstrates Nationwide Values.
Job Conditions:
Overtime Eligibility: Not Eligible (Exempt)
Working Conditions: Typical office environment and may require non-standard work hours, including weekends.
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.
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