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.

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.

• 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…