Process Design and Governance Specialist

Howden•Rayne Township, PA

8d•Remote

About The Position

The Process Design and Governance Specialist is responsible for designing, documenting, and governing end-to-end business processes across the brokerage's global operations. This role ensures that processes supporting placement, claims, underwriting support, compliance, and client servicing are standardized, efficient, well-controlled, and compliant with regulatory requirements across the jurisdictions in which the firm operates. The role acts as a bridge between operations, technology, risk/compliance, and regional leadership to embed consistent, scalable, and auditable ways of working.

Requirements

Bachelor's degree in Business Administration, Operations Management, Insurance, Risk Management, or related field.
5+ years of experience in process design, business process management, or operational governance, ideally within insurance, reinsurance, brokerage, or financial services.
Strong understanding of insurance brokerage operations (placement, claims, accounting/settlement, compliance) is highly preferred.
Demonstrated experience developing SOPs, process maps (e.g., BPMN, Visio, Lucidchart), and governance frameworks.
Familiarity with regulatory and control requirements relevant to global insurance operations (e.g., E&O risk, data privacy, anti-bribery/corruption, sanctions screening).

Nice To Haves

Experience with workflow/automation platforms (e.g., Appian, Pega, UiPath, Power Automate) and insurance placement/policy management systems.
Experience working in a global or matrixed organization spanning multiple regulatory jurisdictions.
Project management certification (PMP, PRINCE2, or Agile/Scrum) a plus.

Responsibilities

Lead the design and redesign of core operational processes (new business placement, renewals, mid-term adjustments, claims handling, endorsements, certificate issuance, accounting/settlement) to improve efficiency, consistency, and client experience.
Develop process maps, standard operating procedures (SOPs), workflow documentation, and RACI models for global and regional teams.
Partner with technology and digital teams to translate process requirements into system workflows, automation opportunities (RPA, workflow tools), and platform configurations.
Facilitate process design workshops with stakeholders across broking, claims, compliance, finance, and regional offices.
Identify opportunities for process simplification, standardization, and harmonization across regions and business lines while accommodating local regulatory nuances.
Establish and maintain a process governance framework, including process ownership, version control, review cadence, and change management protocols.
Define and monitor key process controls, ensuring alignment with internal audit, regulatory, and E&O (errors & omissions) risk requirements.
Maintain a central repository/inventory of approved processes and SOPs, ensuring documentation is current, accessible, and consistently formatted.
Support internal and external audits by providing process documentation, evidence of controls, and gap remediation plans.
Chair or support process governance committees/forums; track and report on process exceptions, control breaches, and remediation actions.
Ensure new products, regulatory changes, or M&A integrations are assessed for process impact and appropriately governed before go-live.
Monitor process performance using KPIs/metrics (cycle time, error rates, rework, compliance exceptions) and drive corrective action plans.
Apply Lean, Six Sigma, or equivalent methodologies to identify root causes of inefficiency and control failures.
Manage change control for process updates, including impact assessment, stakeholder sign-off, training material updates, and communication plans.
Support integration of acquired entities or new business lines into standardized global process frameworks.
Act as a subject matter expert and advisor to regional operations leaders on process design and control matters.
Prepare governance reporting for senior leadership, risk committees, and regulators as required.
Build strong working relationships with Compliance, Risk, Internal Audit, IT, and regional Operations teams to ensure alignment on process and control expectations.