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About the Role

Manulife Global High Net Worth (GHNW) is a key growth engine for Manulife, targeting US$480 million in annual APE and capitalizing on opportunities within the HNW and UHNW market segment. This role leads Bermuda operations, focusing on operational excellence, customer and distributor outcomes, business growth enablement, risk and regulatory compliance, and colleague engagement.

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.
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.
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.
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.
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.
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.
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.

Skills

Operational Excellence
Customer Experience
Distributor Outcomes
Business Growth Enablement
Risk Management
Regulatory Compliance
Colleague Engagement
Strategic Leadership
Process Optimization
Automation
Digitization
Artificial Intelligence
Generative AI
Change Management
Stakeholder Management
Financial Acumen
Data Analytics

Location

Waterloo, Ontario

Work Type

Hybrid

Experience Level

10+ years of progressive leadership experience

Education Level

Bachelor's degree required
Postgraduate qualifications preferred
Professional designations preferred

Salary/Compensations

118,300.00 CAD - 168,300.00 CAD

Benefits

Opportunity to learn and grow your career
Recognition and support in a flexible environment
Focus on well-being and inclusion
Support in shaping the future
Health, dental, mental health, vision coverage
Short- and long-term disability insurance
Life and AD&D insurance coverage
Adoption/surrogacy and wellness benefits
Employee/family assistance plans
Retirement savings plans (pension and global share ownership plan with employer matching contributions)
Financial education and counseling resources
Generous paid time off program (holidays, vacation, personal, and sick days)
Full range of statutory leaves of absence

About the Company

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

Equal Opportunity

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 hr@manulife.com.