Process Excellence & Continuous Improvement Lead

3416US00 Howden US Services LLC; United States; Hybrid; USD 125,000 - 175,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) retirement plan

Flexible PTO and paid parental leave

Life and Disability insurance

Job summary

Howden US Services LLC is seeking a Process Excellence & Continuous Improvement Lead to design, govern, and optimize end‑to‑end operational processes for the US Retail business. You will report to the Head of Continuous Improvement & Change and work with Operations, Technology, and L&D to translate strategy into executable processes.

This role emphasizes SOP development, KPI definition, and process controls to enable scalable, compliant operations in a fast‑growing environment.

Qualifications

• 8+ years of experience in process design, governance, or operational excellence within an insurance brokerage or related financial service environment.
• Strong understanding of brokerage operations, systems (e.g., Epic or other AMS), and core workflows (client service, policy administration, certificates, billing).
• Proven ability to design, document, and govern end-to-end operational processes that improve efficiency, consistency, and control.
• Bachelor’s degree in Business, Operations, or related field.
• Lean, Six Sigma, or similar continuous improvement training is a plus.
• Experience with process mapping and documentation tools is an advantage.

Responsibilities

• Design, document, and maintain end-to-end operational processes with SOPs, process maps, and RACI models.
• Govern process ownership, documentation, change control standards, and KPIs; support audit readiness.
• Drive adoption and continuous improvement across Operations, Technology, and Learning & Development.

Skills

Process design

Process governance

Adoption & CI

Analytical skills

Collaboration

Education

Bachelor's degree in Business/Operations

Tools

Epic or other AMS

Job description

Who are we?

Howden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 24,000 employees spanning over 56 countries. People join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities - work / life balance, career progression, sustainability, volunteering - you’ll find like-minded people driving change at Howden.

Why Join Howden US?

At Howden, we’re not just building a business- We’re rewriting the rules of what a global insurance broker can be. And now, it’s your turn to be part of something extraordinary. From three people and a dog to over 22,000 employees across 56 countries, we’ve grown into a $4bn revenue powerhouse with bold ambition: to become a $13bn business with 40,000 people by 2030. We’re launching our US retail platform with the same entrepreneurial spirit that’s driven our success worldwide- and we’re looking for trailblazers to help shape the future.

Why Howden?

You’ll Own It. With 6,000 employee shareholders owning 34% of the company, our unique ownership model means you’re not just joining a team- you’re building a business you truly own. You’ll Be Empowered. We’re a destination for talent where people are trusted to look after their clients and grow together. You’ll have the freedom to lead, backed by global scale and local expertise. You’ll Be Part of Something Bigger. Our integrated platform spans broking, reinsurance, and MGA capabilities - giving you access to everything you need to deliver for clients and build something remarkable. We have always been employee-owned and driven by entrepreneurial spirit. Right from the beginning, we've focused on employing talented individuals and empowering them to make a real difference to the company, whilst building successful and fulfilling careers at the same time. Simply put, we hire talented specialists and give them what they need to make a difference for clients. Always have, always will.

What is the role?

We are seeking a Process Excellence & Continuous Improvement Lead to support the design, documentation, and governance of end-to-end operational processes and target operating model elements across the US Retail business. This role will play a critical part in translating strategic change into clear, executable processes while ensuring appropriate controls are embedded. Reporting to the Head of Continuous Improvement & Change, you will act as a hands-on process and standards leader - driving consistency, enabling scale, and reinforcing operational discipline across teams. This role is an exciting opportunity for a process leader who can translate strategic priorities into clear, governed, and executable ways of working.

What will you be doing?

• Process Design and Standardization - Support the design, documentation, and maintenance of end-to-end operational processes. Develop clear SOPs, process maps, RACI models, and handoffs. Ensure processes are scalable, repeatable, and aligned to business strategy and regulatory requirements. Partner with business and functional leaders to simplify workflows and eliminate inefficiencies.
• Process Governance - Help maintain clear process ownership, documentation, and change control standards. Maintain process documentation and ensure updates are reflected accurately and consistently. Define KPIs and partner with Operations on measurement and reporting. Support audit readiness by ensuring processes are well-documented and consistently executed.
• Adoption and Continuous Improvement - Ensure processes, SOPs, and controls are clear, complete and ready for adoption, partnering with Capability & Change on enablement. Partner with Capability & Change to support enablement where process changes require training or reinforcement. Identify improvement opportunities using operational data, performance metrics, and stakeholder feedback. Partner closely with industry practice groups, Operations, Technology, and Learning & Development to align process designs with day-to-day execution. Provide practical input to leaders and teams on process clarity, consistency, and operational readiness.

Key Skills & Competencies

• Strong experience in process design, documentation, and governance within complex environments.
• Experience in insurance brokerage, with a strong understanding of core brokerage and client service processes.
• Ability to translate complex operations into clear, executable processes.
• Strong analytical and problem-solving skills.
• Highly collaborative, detail-oriented, and execution-focused.

Qualifications

• 8+ years of experience in process design, process governance, or operational excellence roles within an insurance brokerage or related financial service environment.
• Strong understanding of brokerage operations, systems (e.g., Epic or other AMS), and core workflows (e.g., client service, policy administration, certificates, billing).
• Proven ability to design, document, and govern end-to-end operational processes that improve efficiency, consistency, and control.
• Bachelor’s degree in Business, Operations, or related field.
• Lean, Six Sigma, or similar continuous improvement training is a plus.
• Experience with process mapping and documentation tools is an advantage.

What do we offer in return?

A career that you define. Our business succeeds by allowing our people to make a mark in the areas they care about most: personal development, volunteering, and fundraising for charity, or creating new insurance products that address society’s greatest challenges. And we know that separate home and work lives don’t really exist. If you're happy and healthy at home, you're more likely to be happy and fulfilled at work - and vice versa. That's why we do our best to support people in every aspect of their lives.

Compensation and Benefits

The expected base salary range for this role is $125,000 - $175,000; actual base salary will be determined based on factors including candidate experience and work location. This role is classified as exempt under the Fair Labor Standards Act (FLSA). In addition to a competitive base salary, employees are eligible to receive a discretionary bonus.

• 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

Our sustainability promise

We’re on a life-long journey to become an ever-more sustainable group. It's a commitment to taking care of our people and the world we live in, to doing good business, and to making a positive impact wherever we can. Our governance processes, company policies, and review systems are all geared towards our goal of making a positive impact in the world. You can read more about our sustainability work here.

Reasonable adjustments

We’re committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours* or hybrid working*.

*Not all positions can accommodate changes to working hours or locations.

Permanent

Howden began in 1994, as just three people and a dog. Now there are 23,000 of us, and we’re a leading global insurance group, managing $37bn of premiums for our clients. Our largest shareholder group is us – the people who work in the business – supported by three long-term, minority growth-equity partners who share our vision to build a business to last, one that will never be sold. The owner's mindset is something that's embedded in our culture; our people readily take ownership of their decisions, their actions, and their outputs. They’re invested in every sense. And we all know that by working together to drive the business forward, everyone will benefit from the extraordinary results we can achieve.