Process Excellence Continuous Improvement Lead

Howden • Miami, FL

4d

About The Position

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.

Requirements

• 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.

Nice To Haves

• Lean, Six Sigma, or similar continuous improvement training is a plus.
• Experience with process mapping and documentation tools is an advantage.

Responsibilities

• Process Design and Standardization Support the design, documentation, and maintainance 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.

Benefits

• A career that you define.
• Our business succeeds by allowing our people to make a mark in the areas they care about most: personal development, volunteering, and fundraising for charity, or creating new insurance products that address society’s greatest challenges.
• And we know that separate home and work lives don't really exist. If you're happy and healthy at home, you're more likely to be happy and fulfilled at work – and vice versa. That's why we do our best to support our people in every aspect of their lives.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level