Process Design and Governance Specialist

Who are we? 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.

Function:
Operations Excellence / Business Process Management

Reports To:

Head of Business Services

Location:

Remote

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.

• Process Design 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.
• Governance 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 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.
• Continuous Improvement & Change Management 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.
• Stakeholder Engagement & Reporting Act as a subject matter expert and advisor to regional operations…