Description
We are seeking a Process Excellence & Continuous Improvement Lead to support the design, documentation, and governance of end-to-end operational processes and target operating model elements across the US Retail business.
Reporting to the Head of Continuous Improvement & Change, you will act as a hands-on process and standards leader – driving consistency, enabling scale, and reinforcing operational discipline across teams.
Responsibilities:
Process Design and Standardization
- Support the design, documentation, and maintenance end-to-end operational processes.
- Develop clear SOPs, process maps, RACI models, and handoffs.
- Ensure processes are scalable, repeatable, and aligned to business strategy and regulatory requirements.
- Partner with business and functional leaders to simplify workflows and eliminate inefficiencies.
Process Governance
- Help maintain clear process ownership, documentation, and change control standards.
- Maintain process documentation and ensure updates are reflected accurately and consistently.
- Define KPIs and partner with Operations on measurement and reporting.
- Support audit readiness by ensuring processes are well-documented and consistently executed.
Adoption and Continuous Improvement
- Ensure processes, SOPs, and controls are clear, complete and ready for adoption, partnering with Capability & Change on enablement.
- Partner with Capability & Change to support enablement where process changes require training or reinforcement.
- Identify improvement opportunities using operational data, performance metrics, and stakeholder feedback.
- Partner closely with industry practice groups, Operations, Technology, and Learning & Development to align process designs with day-to-day execution.
- Provide practical input to leaders and teams on process clarity, consistency, and operational readiness.
Requirements:
- 8+ years of experience in process design, process governance, or operational excellence roles within an insurance brokerage or related financial service environment.
- Strong understanding of brokerage operations, systems (e.g., Epic or other AMS), and core workflows (e.g., client service, policy administration, certificates, billing).
- Proven ability to design, document, and govern end-to-end operational processes that improve efficiency, consistency, and control.
- Bachelor’s degree in Business, Operations, or related field.
- Lean, Six Sigma, or similar continuous improvement training is a plus.
- Experience with process mapping and documentation tools is an advantage.
What we offer:
- The expected base salary range for this role is $125,000 - $175,000; actual base salary will be determined based on factors including candidate experience and work location.
- In addition to a competitive base salary, employees are eligible to receive a discretionary bonus.
- Howden also offers a variety of benefits and programs, subject to eligibility, including:
- Medical, dental, and vision insurance, including healthcare savings and reimbursement accounts
- 401(k) retirement plan
- Flexible Paid Time Off and paid parental leave
- Life and Disability insurance