Head of US Operations

Job Description

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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. And now, it’s your turn to be part of something extraordinary. From three people and a dog to over 22,000 employees across 56 countries, we’ve grown into a $4bn revenue powerhouse with 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 that’s driven our success worldwide- and we’re looking for trailblazers to help shape the future.

Why 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.

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 is integral to the business, enabling scalable growth and delivering on our ambition to achieve exceptional client service. The role will play a critical part in designing and building towards 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 also 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 key requirement is a deep understanding of how to apply modern technology capabilities within operations, which 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 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.

Diversity and Inclusion At Howden we value diversity - there is no one Howden ‘personality type’. Instead, we’re looking for individuals who share the same values as us:

• Our successes have all come from someone brave enough to try something new
• We support each other, in the small everyday moments and the bigger challenges
• We are determined to make a positive difference, at work and beyond

We consider our people our chief competitive advantage and as such we treat colleagues, candidates, clients, and business partners with equality, fairness, and respect – regardless of age, disability, race, religion or belief, gender, sexual orientation, marital status, or family circumstances.

Our sustainability promise

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.

Seniority level

• Director

Employment type

• Full-time

Job function

• General Business
• Insurance

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Inferred from the description for this job

Divisional Vice President of Retail Sales

Nashville, TN $75,000 - $85,000 1 month ago

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