Chief operations officer, bermuda ghnw

Société Financière Manuvie; Southwestern Ontario; Hybrid; CAD 118,000 - 168,000; Full time

Job summary

La Société Financière Manuvie is seeking a seasoned senior leader to drive the Bermuda-based GHNW operations and corporate transformation. You will oversee onboarding, policy servicing, and regulatory compliance while aligning global strategies with growth and profitability goals.

The role emphasizes transforming processes through automation, AI adoption, and data-driven decision-making across multiple jurisdictions, with a focus on strong broker relationships and client outcomes.

Qualifications

• 10+ years of progressive leadership experience within insurance, wealth management, banking, or financial services.
• Proven track record delivering complex projects, transformation initiatives, and operational change programs.
• Strong understanding of the financial services industry, HNW client segment, distribution models, and end-to-end operations.
• Demonstrated success in driving operational excellence through process optimization, automation, and digitization.
• Strong financial acumen with experience developing business cases and strategic investment evaluations.
• Excellent communication, influencing, negotiation, and stakeholder management with senior executives and partners.
• Proven ability to lead cross-functional teams within matrixed, evolving environments and build leadership bench strength.
• Bachelor's degree required; postgraduate qualifications and/or professional designations preferred.

Responsibilities

• Lead Bermuda operations supporting the GHNW business, including onboarding, new business processing, client due diligence, claims, and policy servicing.
• Translate strategic objectives into operational priorities and drive execution against growth, customer, financial, and operational goals.
• Partner with executive leaders globally to align operational strategies and support expansion and profitability.
• Lead transformation initiatives and enterprise projects that enhance customer value, operational effectiveness, and shareholder outcomes.
• Champion a broker-centric culture and strengthen relationships with international brokers and partners to improve service delivery.
• Oversee end-to-end delivery including policy issuance, servicing, billing, claims support, and regulatory data management.
• Scale capabilities to support growth while maintaining high-touch service and disciplined control environment.
• Ensure compliance with regulatory requirements and governance across jurisdictions.
• Drive automation and AI adoption to improve customer journeys and business processes.
• Foster continuous improvement and data-driven decision-making across the organization.

Job description

The Opportunity:

Manulife Global High Net Worth (GHNW) is a leading provider of life insurance solutions for high-net-worth and ultra-high-net-worth clients worldwide. Formed in 2023 through the integration of Manulife Bermuda and the International Brokerage Channel businesses in Hong Kong and Singapore, GHNW now operates across eight countries with more than 100 colleagues and serves clients in over 150 markets globally. Through an integrated operating model, GHNW aligns distribution, underwriting, operations, and service teams across geographies to deliver a seamless client experience and drive profitable growth. Backed by a 20-year track record and targeting US$480 million in annual APE, GHNW is a key growth engine for Manulife and is well positioned to capitalize on the attractive long-term opportunities within the HNW and UHNW market segment.

Responsibilities:

Accountable for delivering operational excellence, customer and distributor outcomes, business growth enablement, risk and regulatory compliance, and colleague engagement across the Bermuda GHNW business.

Strategic Leadership & Business Growth

• Lead Bermuda operations supporting the Global High Net Worth (GHNW) business, including customer onboarding, new business processing, client due diligence, claims, and policy servicing.

• Translate strategic objectives into clear operational priorities and drive execution against growth, customer, financial, and operational goals.

• Partner with executive leaders and stakeholders globally to align operational strategies and support business expansion and profitability.

• Lead strategic initiatives, transformation programs, and enterprise projects that enhance customer value, operational effectiveness, and shareholder outcomes.

Customer & Distribution Excellence

• Champion a customer- and broker-centric culture that delivers differentiated experiences and supports sustainable business growth.

• Build and strengthen relationships with international brokers, distributors, and strategic partners to enhance service delivery and market competitiveness.

• Drive continuous improvement of customer and distributor journeys through service innovation, process optimization, and operational excellence.

• Improve customer satisfaction and Net Promoter Score (NPS) outcomes through high-quality service, proactive relationship management, and delivery against service commitments.

Operations, Risk & Governance

• Oversee end-to-end operational delivery, including policy issuance, in-force servicing, billing and payments, claims support, illustrations, and regulatory data management.

• Scale operational and technology capabilities to support business growth while maintaining a high-touch service model and disciplined control environment.

• Ensure compliance with regulatory requirements, corporate policies, and service standards across multiple jurisdictions.

• Establish and maintain effective governance, risk management, business continuity, and operational resilience frameworks.

Transformation & Operational Excellence

• Lead business transformation initiatives that improve customer experience, productivity, scalability, and operational effectiveness.

• Drive automation, digitization, and adoption of emerging technologies, including Artificial Intelligence and Generative AI.

• Design and implement scalable operating models that balance growth, service excellence, efficiency, compliance, and risk management.

• Foster a culture of continuous improvement, innovation, and data-driven decision-making across the organization.

People Leadership

• Lead and develop a diverse team of leaders and operational professionals, fostering a culture of accountability, collaboration, and service excellence.

• Build organizational capability through talent development, coaching, succession planning, and leadership pipeline management.

• Inspire and engage employees through effective performance management, career development, and recognition of achievement.

• Role model inclusive leadership behaviors that strengthen employee engagement, innovation, and customer outcomes.

Requirements

• 10+ years of progressive leadership experience within insurance, wealth management, banking, or financial services, including leading operational, administration, and service delivery functions.

• With a proven track record of executing complex projects, business transformation initiatives, and operational change programs.

• Strong understanding of the financial services industry, High Net Worth (HNW) client segment, distribution models, and end-to-end business operations.

• Demonstrated success in driving operational excellence through process optimization, automation, digitization, and service improvement initiatives.

• Strong financial acumen with experience developing business cases, evaluating investments, and supporting strategic decision-making.

• Exceptional communication, influencing, negotiation, and stakeholder management skills, with the ability to engage effectively with senior executives, regulators, distributors, and external partners.

• Proven ability to lead and influence cross-functional teams within complex, matrixed, and evolving environments, while building organizational capability, leadership bench strength, and succession pipelines.

• Strong strategic thinking, analytical, problem-solving, and decision-making capabilities, with the ability to align operational priorities to business growth ambitions and customer outcomes.

• Demonstrated expertise in change management, business modernization, process re-engineering, and continuous improvement within regulated environments.

• Experience working across multiple jurisdictions, cultures, time zones, and regulatory frameworks; Bachelor's degree required, with postgraduate qualifications and/or professional designations preferred.

When you join our team:

• We’ll empower you to learn and grow the career you want.

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we’ll support you in shaping the future you want to see.

Le poste annoncé correspond à une vacance existante.

À propos de Manuvie et de John Hancock

La Société Financière Manuvie est un chef de file mondial des services financiers qui aide les gens à prendre leurs décisions plus facilement et à vivre mieux. Pour en apprendre plus à notre sujet, rendez vous à l’adresse www.manuvie.com.

Manuvie est un employeur qui souscrit au principe de l’égalité d’accès à l’emploi

Chez Manulife/John Hancock nous valorisons notre diversité. Nous nous efforçons d’attirer, de perfectionner et de maintenir une main d'oeuvre qui est aussi diversifiée que nos clients, et de favoriser la création d’un milieu de travail inclusif qui met à profit la diversité de nos employés et les compétences de chacun. Nous nous engageons à assurer un recrutement, une fidélisation, une promotion et une rémunération équitables, et nous administrons toutes nos pratiques et tous nos programmes sans discrimination en raison de la race, de l’ascendance, du lieu d’origine, de la couleur, de l’origine ethnique, de la citoyenneté, de la religion ou des convictions religieuses, du genre (y compris grossesse et affection liée à une grossesse), de l’orientation sexuelle, des caractéristiques génétiques, du statut d’ancien combattant, de l’identité de genre, de l’expression de genre, de l’âge, de l’état matrimonial, de la situation de famille, d’une invalidité ou de tout autre motif protégé par la loi applicable.

Nous nous sommes donné comme priorité d’éliminer les obstacles à l’accès égalitaire à l’emploi. C’est pourquoi un représentant des Ressources humaines collaborera avec les candidats qui demandent accommodement raisonnable pendant le recrutement. Tous les renseignements communiqués pendant le processus de demande d'accommodement seront stockés et utilisés conformément aux lois et aux politiques applicables de Manuvie. Pour demander une mesure d’accommodement raisonnable dans le cadre du recrutement, écrivez à [e-mail].

Région de référence du salaire

Waterloo, Ontario

Modalités de travail

Hybride

L’échelle salariale devrait se situer entre

$118,300.00 CAD - $168,300.00 CAD

Les employés ont également la possibilité de participer à des programmes incitatifs et de recevoir une rémunération liée à la performance de l’entreprise et des individus. Le salaire réel variera selon les conditions du marché local, la région géographique et les facteurs propres au poste, tels que les connaissances, les compétences, les qualifications, l’expérience et la formation. Si vous postulez à ce poste en dehors de votre lieu principal, veuillez contacter [e-mail] pour connaître la fourchette salariale applicable à votre région.

Manuvie offre aux employés admissibles une vaste gamme d’avantages sociaux personnalisables, notamment une assurance soins médicaux, soins dentaires, santé mentale, soins de la vue, invalidité de courte et de longue durée, assurance vie et assurance DMA, assurance adoption, de maternité de substitution et de soins médicaux non urgents ainsi que des programmes d’aide aux employés et leur famille. Nous proposons également aux employés admissibles différents régimes d’épargne-retraite (y compris des régimes de rente et un programme international d’actionnariat assortie de cotisations patronales de contrepartie) ainsi que des ressources en matière d’éducation et de conseils financiers. Notre généreux programme de congés rémunérés au Canada comprend les jours fériés, les congés annuels, les congés personnels et les congés de maladie, et nous offrons toute la gamme des congés autorisés prévus par la loi. Si vous posez votre candidature à ce poste aux États-Unis, veuillez écrire à [e-mail] pour obtenir de plus amples renseignements sur les dispositions relatives aux congés rémunérés spécifiques aux États-Unis.

Nous utilisons des technologies de données et d’analytique, telles que l’intelligence artificielle (IA), ainsi que des outils de traitement automatisé pour analyser et traiter les renseignements que vous nous fournissez ou que des tiers nous transmettent dans le cadre du processus de demande. Pour en savoir plus, veuillez consulter notre énoncé sur la collecte de renseignements personnels.