Director Process Management
CurrentLead ten analysts/specialists supporting Farm, Small Market, and Middle Market CL processing operations; team holds accountability for problem-solving, eliminating non-value-add work, deepening associate knowledge, representing business units on various projects, developing new and redesigned procedures, and maintaining knowledge management content.Manage compliance with contract results for quality, service levels, training plans, and process improvement efforts, along with day-to-day activities, for a Co-Sourcing partner with 600+ associates located in India.Grow depth of knowledge for Co-Sourcing staff; reduced questions to Nationwide staff by 77% in 2023.Build and maintain collaboration across business unit partners.Leadership Matters facilitatorWomen Empowered (Nationwide National Associate Resource Group) Programming Committee