Chief Operations Officer, Bermuda GHNW

Manulife Financial; Waterloo; Hybrid; CAD 118,000 - 168,000; Full time

Job summary

Manulife Financial invites a senior leader to helm Global High Net Worth operations from Waterloo, driving transformation, client service excellence, and cross‑jurisdictional governance. You will oversee onboarding, servicing, and regulatory compliance while partnering with global executives to scale the business and enhance broker relationships.

The role demands 10+ years in financial services leadership, strong strategic and financial acumen, and a proven track record of delivering complex

Qualifications

• 10+ years of progressive leadership experience within insurance, wealth management, banking, or financial services.
• Proven track record of executing complex projects and transformational initiatives.
• Strong understanding of HNW client segment, distribution models, and end-to-end operations.
• Experience driving process optimization, automation, and digitization in regulated environments.

Responsibilities

• Lead Bermuda operations supporting the Global High Net Worth business, including onboarding, new business processing, client due diligence, claims, and servicing.
• Translate strategic objectives into operational priorities and drive execution for growth, customer, financial, and operational goals.
• Partner with global executives to align operational strategies and support expansion and profitability.
• Lead transformation programs and enterprise projects that enhance customer value and operational resilience.
• Foster a customer- and broker-centric culture and strengthen relationships with international partners.

Skills

Leadership

Strategic thinking

Stakeholder management

Change management

Operational excellence

Education

Bachelor’s degree in related field

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.

• We'll support you in shaping the future you want to see.

The role being advertised is an existing vacancy.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [e-mail].

Referenced Salary Location

Waterloo, Ontario

Working Arrangement

Hybrid

Salary range is expected to be between

$118,300.00 CAD - $168,300.00 CAD

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact [e-mail] for the salary range for your location.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact [e-mail] for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.