Process Excellence Lead: Scale & Standardize Operations

Howden Group; United States; Hybrid; USD 125,000 - 175,000; Full time

Benefits offered by this job

Discretionary bonus

Health insurance

401(k) retirement plan

Flexible PTO

Parental leave

Job summary

Howden Group seeks a Process Excellence & Continuous Improvement Lead to govern end-to-end operational processes across the US Retail business. You will translate strategy into clear, executable processes, embedding controls and driving scale.

Reporting to the Head of Continuous Improvement & Change, you will lead process standards, adoption, and measurable improvements in collaboration with Operations, Technology, and Learning & Development.

Qualifications

• 8+ years in process design, governance, or operational excellence in insurance brokerage or related financial services.
• Strong understanding of brokerage operations, systems (Epic/AMS) and core workflows (client service, policy administration, certificates, billing).
• Proven ability to design, document, and govern end-to-end processes for efficiency and control.
• Lean, Six Sigma or similar continuous improvement training is a plus.
• Experience with process mapping and documentation tools is advantageous.

Responsibilities

• Design, document, and govern end-to-end operational processes; develop SOPs and process maps.
• Maintain process ownership, documentation, and change control; define KPIs and enable audit readiness.
• Identify improvement opportunities using data and stakeholder feedback; align with operations and tech teams.

Skills

Process design

Process governance

Operational excellence

Analytical thinking

Collaboration

Education

Bachelor’s degree in Business/Operations

Tools

Epic/AMS

Process mapping tools

Job description

Howden Group seeks a Process Excellence & Continuous Improvement Lead to govern end-to-end operational processes across the US Retail business. You will translate strategy into clear, executable processes, embedding controls and driving scale.

Reporting to the Head of Continuous Improvement & Change, you will lead process standards, adoption, and measurable improvements in collaboration with Operations, Technology, and Learning & Development.