Process Excellence & Continuous Improvement Lead

About the role

Howden is 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. Reporting to the Head of Continuous Improvement & Change, the role turns strategic change into clear, executable processes with embedded controls. The expected base salary is $125,000-$175,000, depending on experience and location; the role is exempt under the FLSA.

Key responsibilities

• Design, document and maintain end-to-end operational processes, including SOPs, process maps, RACI models and handoffs, so they are scalable, repeatable and aligned with strategy and regulatory requirements
• Partner with business and functional leaders to simplify workflows and remove inefficiencies
• Maintain process ownership, documentation and change control standards, and keep documentation accurate and up to date
• Define KPIs and work with Operations on measurement and reporting, and support audit readiness
• Work with Capability & Change on enablement and training where process changes require it, and identify improvement opportunities from operational data, metrics and stakeholder feedback
• Align process designs with day-to-day execution through close partnership with industry practice groups, Operations, Technology and Learning & Development

Required profile

• 8+ years of experience in process design, process governance or operational excellence in an insurance brokerage or related financial services environment
• Bachelor's degree in Business, Operations or a related field
• Experience designing, documenting and governing end-to-end processes that improve efficiency, consistency and control
• Lean, Six Sigma or similar continuous improvement training is a plus

Required skills

• Strong understanding of brokerage operations, systems (e.g. Epic or other AMS) and core workflows such as client service, policy administration, certificates and billing
• Ability to translate complex operations into clear, executable processes
• Experience with process mapping and documentation tools is an advantage

What we offer

• Discretionary bonus
• Medical, dental and vision insurance, with healthcare savings and reimbursement accounts
• 401(k) retirement plan
• Flexible paid time off and paid parental leave
• Life and disability insurance
• Reasonable accommodations, including flexible hours or hybrid working