Head of Certificate Operations - Hybrid & Automation Leader

3416US00 Howden US Services LLC; 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 PTO and parental leave

Life and Disability insurance

Job summary

Howden seeks a Head of Certificate Operations in Charlotte, NC with a hybrid work schedule. You will lead the Certificate and Auto ID issuance functions, ensuring accuracy, timeliness, and regulatory compliance while shaping the future state through automation.

You will oversee managers and analysts, drive governance, improve processes, and collaborate with carriers, client service executives, and risk/compliance teams to deliver exceptional client experiences at scale.

Qualifications

• Bachelor’s degree in Business, Operations, or Insurance; MBA 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 (Epic, CSR24, AMS360).
• Proven people-management experience leading operations teams of 10+ employees.

Responsibilities

• Define and execute the strategy for proof of insurance issuance across all business units; establish governance frameworks, SLAs, and metrics.
• Oversee end-to-end delivery of Certificates of Insurance and Auto ID issuance; manage capacity and service scalability.
• Lead talent strategy, hiring, training, and development for certificate operations staff.
• Drive automation and digitization of certificate workflows; participate in technology builds and future-state operating model changes.
• Coordinate with carriers, account teams, and compliance to ensure quality and regulatory adherence.

Skills

Enterprise Leadership

Process Ownership

Risk & Compliance

Strategic Partnership

Analytical Skills

Change Leadership

Education

Bachelor’s degree

MBA preferred

Tools

Epic

CSR24

AMS360

Job description

Howden seeks a Head of Certificate Operations in Charlotte, NC with a hybrid work schedule. You will lead the Certificate and Auto ID issuance functions, ensuring accuracy, timeliness, and regulatory compliance while shaping the future state through automation.

You will oversee managers and analysts, drive governance, improve processes, and collaborate with carriers, client service executives, and risk/compliance teams to deliver exceptional client experiences at scale.