Head of Certificate Operations

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