**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 transparent 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 setting.

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.

The role being advertised is an existing vacancy.
**Acerca de Manulife y John Hancock**
Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor.

Para obtener más información acerca de nosotros, visite
http://www.manulife.com .
**Manulife es un empleador que ofrece igualdad de oportunidades**
En Manulife/John Hancock, valoramos nuestra diversidad.

Nos esforzamos por atraer,



formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas.

Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.

Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo.

Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud.

Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes.

Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a
[email protected] .
**Referenced Salary Location**
Waterloo, Ontario
**Modalidades de Trabajo**
Híbrido
**Salary range is expected to be between**
$118,300.00 CAD - $168,300.00 CAD
Los empleados también tienen la oportunidad de participar en programas de incentivos y recibir una compensación vinculada al rendimiento empresarial e individual.

El salario real variará según las condiciones del mercado local, la geografía y factores relacionados con el puesto como conocimientos, habilidades, requerimientos, experiencia y educación/formación.

Si solicitas este puesto fuera de tu ubicación principal, por favor escríbenos a
[email protected]
para conocer el rango salarial correspondiente a tu ubicación.

Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar.

También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera.

Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria.

Si se está postulando para este puesto en los EE. UU., póngase en contacto con
[email protected]
para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.

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 (https://careers.manulife.com/global/en/talentacquisitionprivacystatement) .

📌 Chief Operations Officer, Bermuda GHNW (Waterloo)
🏢 Manulife
📍 Waterloo