# Head of Certificate Operations **Company**: Howden **Location**: Charlotte, NC **Work arrangement**: hybrid **Experience**: senior **Salary**: $170,000 - $200,000 **Category**: Insurance **Industry**: Insurance **Apply**: https://hyperiongrp.wd3.myworkdayjobs.com/en-US/hyperion_external/job/Charlotte--121-West-Trade-Street/Head-of-Certificate-Operations_R0019128-2?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_788034fd-433 ## Description We are seeking a Head of Certificate Operations in Charlotte, NC with a hybrid work schedule. The Head of Certificate Operations is responsible for leading Howden US Certificate and Auto-ID functions, ensuring that client insurance certificates are issued, transferred, and delivered with accuracy, timeliness, and regulatory compliance. **Strategy, Process & Governance** - Define and execute the strategy for proof of insurance issuance across all business units. - Establish governance frameworks, SLAs, and performance metrics to ensure efficiency, consistency, and compliance. - Partner with operational and functional leaders to align proof of insurance delivery with enterprise objectives and service standards. - Develop policies, controls, and audit-ready procedures that ensure compliance with regulatory, carrier, and client requirements. - Provide management reporting on volumes, aging, exceptions, and regulatory metrics. - Present findings and risk exposure updates to senior management and risk committees. - Support internal and external audits, including SOC reports and regulatory examinations. **Regulatory & Compliance Oversight** - Oversee adherence to state, carrier, and regulatory requirements related to proof of insurance documentation. - Maintain enterprise-level visibility into audit trails, exception management, and remediation activities. - Partner with compliance and risk management functions to proactively identify and mitigate operational risks. - Ensure readiness for internal and external audits through standardized documentation and governance. **Service Delivery Leadership** - Oversee end-to-end delivery of Certificates of Insurance and Auto ID issuance through Client Experience Center. - Manage capacity planning, resource allocation, and service scalability across high-volume workflows. - Monitor performance through dashboards and KPIs (e.g., turnaround times, accuracy rates, SLA adherence, client satisfaction). - Serve as an escalation point for critical issues, coordinating with carriers and account teams to ensure resolution. - Ensure quality assurance through proactive review, trend analysis, and root cause resolution. **Team Leadership & People Management** - Oversee talent strategy: hire, train, and develop certificate operations staff across issuance, transfer, and related functions. - Set performance standards and service-level agreements (SLAs) for processing turnaround times. - Manage workflow distribution and staffing across issuance, transfer, and reorganization-adjacent teams. - Foster cross-training between certificate operations and related back-office functions (reorg, dividends, proxy). **Technology & Process Improvement** - Drive automation of manual certificate workflows, including digitization and straight-through processing initiatives. - Active ownership and participation in technology builds and enhancements to support Certificate Operations including testing, capability feedback and future state operating model transformation. - Participate as relates to certificates of insurance in the development of a client portal. **Stakeholder & Client Interaction** - Act as point of escalation for institutional and retail client issues involving certificates. - Interact with clients and prospects on capabilities, strategy and operations related to certificates of insurance as requested. - Coordinate with Legal and Compliance with regard to strategy or issues arising out of certificate issuance. **Qualifications:** - Bachelor’s degree in Business, Operations, or Insurance; MBA or relevant advanced degree preferred. - 8–12 years of experience in insurance operations, shared services, or enterprise process management. - At least 3–5 years in a senior leadership role overseeing certificate process ownership. - Proven success implementing governance, automation, and continuous improvement initiatives. - Experience with insurance systems (e.g., Epic, CSR24, AMS360, or equivalent platforms). - Experience with technology build to support business needs. - Proven people-management experience leading operations teams of 10+ employees. - Strong analytical, organizational, and vendor-management skills. - Excellent written and verbal communication skills, with experience presenting to senior management. The expected base salary range for this role is $170,000 - $200,000; 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 ## Skills ### Required - insurance operations - process management - governance - compliance - risk management - team leadership - technology build - automation - continuous improvement ### Nice to have - MBA - advanced degree - Epic - CSR24 - AMS360 --- Source: [Apply at hyperiongrp.wd3.myworkdayjobs.com](https://hyperiongrp.wd3.myworkdayjobs.com/en-US/hyperion_external/job/Charlotte--121-West-Trade-Street/Head-of-Certificate-Operations_R0019128-2?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)