Chief Operations Officer, Bermuda GHNW

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; Bachelors degree required with postgraduate qualifications and/or professional designations preferred

When you join our team:

• Well empower you to learn and grow the career you want.

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

• As part of our global team well 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 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 .

Referenced Salary Location

Salary range is expected to be between

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 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 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.