Process Excellence & Continuous Improvement Lead

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.

• 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. 

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.

• Support the design, documentation, and maintenance 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.

• 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.

• 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.

• 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.

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. 

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*.

If you're excited by this role but have some doubts about whether it’s the right fit for you, send us your application – if your profile fits the role’s criteria, we will be in touch to assist in helping to get you set up with any reasonable adjustments you may require.

*Not all positions can accommodate changes to working hours or locations. Reach out to your Recruitment Partner if you want to know more.