[Hiring] Process Excellence & Continuous Improvement Lead @Howden

Role Description

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.

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.

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.