Senior Process Excellence Lead — Insurance Operations

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

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.