Certificate Operations Leader: Automation & Compliance

Howden; Charlotte (NC); Hybrid; USD 170,000 - 200,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) retirement plan

Flexible Paid Time Off and paid Paren-

Life and Disability insurance

Job summary

Howden in Charlotte, NC is seeking a Head of Certificate Operations to lead COI and Auto ID issuance, ensuring accuracy, timeliness and regulatory compliance in a hybrid work environment.

You will build governance, drive automation, manage a multi-site team of managers and analysts, and partner with technology, compliance and client services to deliver scalable, risk-aware certificate operations.

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.

Responsibilities

• 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.

Skills

Leadership

Governance & Automation

Insurance systems

People management

Analytical skills

Communication skills

Education

Bachelor’s degree in Business/Operations/Insurance

MBA or advanced degree

Tools

Epic

CSR24

AMS360

Job description

Howden in Charlotte, NC is seeking a Head of Certificate Operations to lead COI and Auto ID issuance, ensuring accuracy, timeliness and regulatory compliance in a hybrid work environment.

You will build governance, drive automation, manage a multi-site team of managers and analysts, and partner with technology, compliance and client services to deliver scalable, risk-aware certificate operations.