Head of Certificate Operations

DUAL North America, Inc.; Charlotte, Northern (NC, KY); Hybrid; USD 170,000 - 200,000; Full time

Benefits offered by this job

Medical, dental and vision insurance

Healthcare savings accounts

Discretionary bonus

Job summary

Howden in Charlotte, NC is seeking a Head of Certificate Operations to lead the US Certificate and Auto-ID functions, ensuring COIs and Auto ID cards are issued accurately and on time. This role defines strategic direction and governance for COI issuance, and leads future-state automation initiatives.

You will partner with operations, technology, transfer agents, DTC, and client service teams to drive efficiency and an exceptional client experience at scale.

Qualifications

• 8-12 years of experience in insurance operations, shared services, or enterprise process management.
• 3-5 years in a senior leadership role overseeing certificate process ownership.
• Experience with insurance systems (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

• Lead Howden US Certificate and Auto-ID operations to issue COIs and Auto ID cards accurately and timely.
• Set strategic direction and governance for COI issuance, driving future-state automation.
• Collaborate with operational leaders, technology teams, transfer agents, DTC, clearing firms, and client service executives to improve processes and client experience at scale.
• Develop policies, controls, and audit-ready procedures ensuring regulatory compliance.
• Oversee adherence to state, carrier, and regulatory requirements for proof of insurance documentation.
• Oversee end-to-end delivery of COIs and Auto ID issuance through Client Experience Center.
• Drive process efficiency and continuous improvement via data-driven decision-making.

Skills

Leadership

Process ownership

Regulatory/compliance

Data-driven decision making

Change management

Communication to senior leadership

Vendor-management

Tools

Epic

CSR24

AMS360

Job description

We are seeking a Head of Certificate Operations in Charlotte, NC with a **ROLE SUMMARY**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. This role sets the strategic direction and governance standards for the issuance of Certificates of Insurance (COIs) and Auto ID cards, as well as steering the future state process to be enabled through automation. The Head of Certificate Operations partners closely with operational leaders, technology teams, transfer agents, DTC, clearing firms, and client service executives to drive process efficiency, automation, and exceptional client experience at scale.Develop policies, controls, and audit-ready procedures that ensure compliance with regulatory, carrier, and client requirements.Oversee adherence to state, carrier, and regulatory requirements related to proof of insurance documentation.Oversee end-to-end delivery of Certificates of Insurance and Auto ID issuance through Client Experience Center.**Key Skills & Competencies****Enterprise Leadership:** Proven ability to lead large-scale operations teams, across multiple regions and verticals.**Process Ownership & Operational Excellence:** Ability to define, standardize, elevate, and govern scalable end-to-end processes, driving sustainable solutions across people, process, and technology while ensuring operational efficiency and continuous improvement.**Risk & Compliance Awareness:** Strong understanding of carrier, regulatory, and documentation requirements as they relate to Certificates.**Strategic Partnership:** Ability to collaborate effectively with business, compliance, and technology stakeholders.Proficiency in using performance data to drive decision-making and process optimization.**Change Leadership:** Experience leading transformation within shared service or COE environments.**Qualifications:**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.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.Compensation and Benefitsrole is $170,000 - $200,000; actual base salary will be determined based on factors including candidate experience and work location. This role is classified asIn 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