Chief Operations Officer

Manulife

. Lead Bermuda operations supporting Manulife Global High Net Worth, including customer onboarding, new business processing, client due diligence, claims, and policy servicing .

Posted 9/21/2026full-timeWaterloo • CanadaLead💰 CA$118,300 - CA$168,300 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive leadership in operational management within the financial services sector, focusing on customer experience, process optimization, and compliance across multiple jurisdictions. Proven ability to drive strategic initiatives, foster innovation, and develop organizational capabilities while ensuring alignment with corporate goals.

Highest-signal resume keywords

10+ Years Leadership ExperienceOperational ManagementProcess OptimizationChange ManagementFinancial Services Expertise

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Business TransformationProject ExecutionService DeliveryFinancial AcumenProcess Re-engineeringAutomationDigitizationRegulatory ComplianceData-Driven Decision-MakingGovernance Frameworks

Soft Skills

Exceptional CommunicationInfluencing SkillsNegotiation SkillsStakeholder ManagementStrategic Thinking

Tools & Technologies

Artificial IntelligenceGenerative AI

Certifications & Qualifications

Bachelor's DegreePostgraduate Qualifications

Industry Keywords

InsuranceWealth ManagementBankingFinancial ServicesHigh Net Worth Client Segment

About the role

Key responsibilities & impact

Lead Bermuda operations supporting Manulife Global High Net Worth, including customer onboarding, new business processing, client due diligence, claims, and policy servicing
Translate strategic objectives into operational priorities and drive execution against growth, customer, financial, and operational goals
Partner with global executive leaders and stakeholders to align operational strategies and support expansion and profitability
Lead strategic initiatives, transformation programs, and enterprise projects
Champion a customer- and broker-centric culture
Build relationships with international brokers, distributors, and strategic partners
Improve customer and distributor journeys through service innovation, process optimization, and operational excellence
Improve customer satisfaction and Net Promoter Score outcomes
Oversee policy issuance, in-force servicing, billing and payments, claims support, illustrations, and regulatory data management
Scale operational and technology capabilities while maintaining high-touch service and disciplined controls
Ensure compliance with regulatory requirements, corporate policies, and service standards across multiple jurisdictions
Establish governance, risk management, business continuity, and operational resilience frameworks
Lead transformation initiatives improving customer experience, productivity, scalability, and operational effectiveness
Drive automation, digitization, and adoption of Artificial Intelligence and Generative AI
Design scalable operating models balancing growth, service, efficiency, compliance, and risk management
Foster continuous improvement, innovation, and data-driven decision-making
Lead and develop diverse operational leaders and professionals
Build capability through talent development, coaching, succession planning, and leadership pipeline management
Inspire and engage employees through performance management, career development, and recognition
Model inclusive leadership behaviors

Requirements

What you’ll need

10+ years of progressive leadership experience within insurance, wealth management, banking, or financial services
Experience leading operational, administration, and service delivery functions
Proven track record executing complex projects, business transformation initiatives, and operational change programs
Strong understanding of financial services, the High Net Worth client segment, distribution models, and end-to-end business operations
Demonstrated success in process optimization, automation, digitization, and service improvement
Strong financial acumen, including developing business cases and evaluating investments
Exceptional communication, influencing, negotiation, and stakeholder management skills
Ability to engage senior executives, regulators, distributors, and external partners
Ability to lead and influence cross-functional teams in complex, matrixed, and evolving environments
Experience building organizational capability, leadership bench strength, and succession pipelines
Strong strategic thinking, analytical, problem-solving, and decision-making capabilities
Expertise in change management, business modernization, process re-engineering, and continuous improvement within regulated environments
Experience across multiple jurisdictions, cultures, time zones, and regulatory frameworks
Bachelor's degree required
Postgraduate qualifications and/or professional designations preferred

Benefits

Comp & perks

Flexible work environment
Health insurance
Dental insurance
Mental health benefits
Vision insurance
Short- and long-term disability insurance
Life and AD&D insurance coverage
Adoption/surrogacy benefits
Wellness benefits
Employee/family assistance plans
Retirement savings plans
Pension
Global share ownership plan with employer matching contributions
Financial education and counseling resources
Paid holidays, vacation, personal, and sick days in Canada
Statutory leaves of absence
Incentive programs and incentive compensation tied to business and individual performance
Learning and career growth support
Employee recognition and inclusion support