Head of Certificate Operations & Automation

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

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.