Howden
Overview
At Howden, we’re not just building a business—we’re rewriting the rules of what a global insurance broker can be. From three people and a dog to over 22,000 employees across 56 countries, we’ve grown into a $4bn revenue powerhouse with a bold ambition: to become a $13bn business with 40,000 people by 2030. We’re launching our US retail platform with the same entrepreneurial spirit and we’re looking for trailblazers to help shape the future. You’ll Own It
— With 6,000 employee shareholders owning 34% of the company, our ownership model means 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, with 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 entrepreneurial. We hire talented specialists and empower them to make a difference for clients—Always have, always will. What is the role?
We are seeking a dynamic and experienced
Head of US Operations
to establish and lead our Operations function in the US. This strategic role enables scalable growth and exceptional client service. The role will design and build toward our
Target Operating Model , and will be responsible for building and growing talent, teams, and capabilities to support a high-growth business. The Head of US Operations will primarily focus on
Commercial Lines , while identifying opportunities to apply best practices across
Health and Benefits
and
Personal Lines . The ideal candidate will have a strong background in operations management, transformation, and project delivery, with a proven track record of delivering tangible results. A deep understanding of applying
modern technology capabilities within operations
is essential to the design and execution of our Target Operating Model. In this role, you will act as a strategic business partner, working closely with international COOs and global heads of process to drive operational excellence across Howden. What will you be doing?
Operational Leadership Oversee end-to-end insurance operations including policy administration, certificate issuance, trade accounting, claims, etc. Develop and implement operational strategies, policies, and procedures to ensure efficiency and scalability. Develop and manage operational KPIs and drive continuous improvement initiatives. Enable leading client retention and service delivery standards People & Team Management Develop, lead and mentor operational teams to foster a culture of high performance and accountability. Define clear goals and performance metrics within operations Customer Experience & Service Delivery Ensure prompt, accurate, and customer-centric handling of policies, claims, and inquiries. Implement feedback loops to continuously improve customer satisfaction. Process & Technology Optimization Define and build out Target Operating Model Drive automation and digital transformation initiatives to streamline workflows and reduce costs. Partner with IT to enhance system capabilities and operational reporting tools. Risk, Compliance & Quality Control Ensure adherence to regulatory requirements, internal controls, and company policies. Maintain a strong operational risk management framework and oversee audits or reviews. Strong leadership and people management skills. In-depth knowledge of insurance operations, regulations, and industry best practices. Analytical and data-driven decision-making abilities. Excellent communication and stakeholder management skills. Change management and process improvement expertise Strategic problem solving skills Client-centric and scalable growth mindset Key Performance Indicators (KPIs) Operational efficiency (turnaround times, error rates, cost-to-serve). Customer satisfaction and retention rates. Regulatory compliance metrics and audit outcomes. Employee engagement and retention within operational teams. Achievement of operational cost and productivity targets. Qualifications
Bachelor’s degree in Business, Finance, Insurance, or related field 10+ years of experience in insurance operations, with at least 5 years in a management role. Proven track record of operational transformation and team leadership. Familiarity with insurance systems, digital platforms, and regulatory frameworks. What do we offer in return?
A career that you define. Our business succeeds by enabling our people to grow in personal development, volunteering, charitable fundraising, and creating new insurance products that address societal challenges. We support our people’s work-life balance to help them stay happy and fulfilled. Diversity and Inclusion
We value diversity and seek individuals who share our values: bravery to try new things, mutual support, and a determination to make a positive difference at work and beyond. We treat everyone with equality, fairness, and respect. Our sustainability promise We are on a life-long journey to become a more sustainable group, focused on taking care of our people and the world. Our governance, policies, and reviews support this goal. You can read more about our sustainability work here. Additional details
Seniority level: Director Employment type: Full-time Job function: General Business Industries: Insurance
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At Howden, we’re not just building a business—we’re rewriting the rules of what a global insurance broker can be. From three people and a dog to over 22,000 employees across 56 countries, we’ve grown into a $4bn revenue powerhouse with a bold ambition: to become a $13bn business with 40,000 people by 2030. We’re launching our US retail platform with the same entrepreneurial spirit and we’re looking for trailblazers to help shape the future. You’ll Own It
— With 6,000 employee shareholders owning 34% of the company, our ownership model means 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, with 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 entrepreneurial. We hire talented specialists and empower them to make a difference for clients—Always have, always will. What is the role?
We are seeking a dynamic and experienced
Head of US Operations
to establish and lead our Operations function in the US. This strategic role enables scalable growth and exceptional client service. The role will design and build toward our
Target Operating Model , and will be responsible for building and growing talent, teams, and capabilities to support a high-growth business. The Head of US Operations will primarily focus on
Commercial Lines , while identifying opportunities to apply best practices across
Health and Benefits
and
Personal Lines . The ideal candidate will have a strong background in operations management, transformation, and project delivery, with a proven track record of delivering tangible results. A deep understanding of applying
modern technology capabilities within operations
is essential to the design and execution of our Target Operating Model. In this role, you will act as a strategic business partner, working closely with international COOs and global heads of process to drive operational excellence across Howden. What will you be doing?
Operational Leadership Oversee end-to-end insurance operations including policy administration, certificate issuance, trade accounting, claims, etc. Develop and implement operational strategies, policies, and procedures to ensure efficiency and scalability. Develop and manage operational KPIs and drive continuous improvement initiatives. Enable leading client retention and service delivery standards People & Team Management Develop, lead and mentor operational teams to foster a culture of high performance and accountability. Define clear goals and performance metrics within operations Customer Experience & Service Delivery Ensure prompt, accurate, and customer-centric handling of policies, claims, and inquiries. Implement feedback loops to continuously improve customer satisfaction. Process & Technology Optimization Define and build out Target Operating Model Drive automation and digital transformation initiatives to streamline workflows and reduce costs. Partner with IT to enhance system capabilities and operational reporting tools. Risk, Compliance & Quality Control Ensure adherence to regulatory requirements, internal controls, and company policies. Maintain a strong operational risk management framework and oversee audits or reviews. Strong leadership and people management skills. In-depth knowledge of insurance operations, regulations, and industry best practices. Analytical and data-driven decision-making abilities. Excellent communication and stakeholder management skills. Change management and process improvement expertise Strategic problem solving skills Client-centric and scalable growth mindset Key Performance Indicators (KPIs) Operational efficiency (turnaround times, error rates, cost-to-serve). Customer satisfaction and retention rates. Regulatory compliance metrics and audit outcomes. Employee engagement and retention within operational teams. Achievement of operational cost and productivity targets. Qualifications
Bachelor’s degree in Business, Finance, Insurance, or related field 10+ years of experience in insurance operations, with at least 5 years in a management role. Proven track record of operational transformation and team leadership. Familiarity with insurance systems, digital platforms, and regulatory frameworks. What do we offer in return?
A career that you define. Our business succeeds by enabling our people to grow in personal development, volunteering, charitable fundraising, and creating new insurance products that address societal challenges. We support our people’s work-life balance to help them stay happy and fulfilled. Diversity and Inclusion
We value diversity and seek individuals who share our values: bravery to try new things, mutual support, and a determination to make a positive difference at work and beyond. We treat everyone with equality, fairness, and respect. Our sustainability promise We are on a life-long journey to become a more sustainable group, focused on taking care of our people and the world. Our governance, policies, and reviews support this goal. You can read more about our sustainability work here. Additional details
Seniority level: Director Employment type: Full-time Job function: General Business Industries: Insurance
#J-18808-Ljbffr