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 qualified 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.

マニュライフとジョン・ハンコックについて





マニュライフ・ファイナンシャル・コーポレーションは、「あなたの未来に、わかりやすさを」を提供する、国際的な大手金融サービスプロバイダーです。当社について詳しくは、 https://www.manulife.co.jp/をご覧ください。

マニュライフは機会均等を是とする雇用主です

マニュライフ/ジョン・ハンコックでは、多様性を受け入れます。私たちは、サービス提供先であるお客さまと同様に、多様な人材を引きつけ、育成し、定着させ、文化や個人の力を受け入れる包括的な職場環境を促進するよう努めています。当社は公正な採用、定着、昇進、報酬に努めています。当社のすべての慣行およびプログラムは、人種、祖先、出身地、肌の色、民族的出自、市民権、宗教または宗教的信念、信条、性別（妊娠および妊娠関連の状態を含む）、性的指向、遺伝的特徴、退役軍人としての地位、性自認、性に関する表明、年齢、婚姻状況、家族状況、障害、または適用法で保護されるその他の要因に対する一切の差別を行うことなく管理されます。

雇用への平等なアクセスを提供するために、障壁を取り除くことが当社の優先事項です。人事担当者は、応募者が応募プロセス中に合理的配慮を要求する場合に協力します。配慮要求のプロセス中に共有されるすべての情報は、適用される法律およびマニュライフ/ジョン・ハンコックのポリシーに準拠した方法で保存および使用されます。申請プロセスにおいて合理的配慮を要求するには、[email protected]までご連絡をお願いします。

Referenced Salary Location

Waterloo, Ontario

Working Arrangement

ハイブリッド勤務

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 [email protected] 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 [email protected] 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.

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