The Sr. Analyst, Source to Pay (S2P) Operations is responsible for providing day to day operational support across the S2P lifecycle to ensure a smooth and efficient experience for end users and suppliers.
This role acts as a first point of contact for S2P related questions, issues, and process guidance, helping resolve operational inquiries and escalating more complex issues as required.
The role supports business continuity by ensuring order and invoice requests are handled accurately, consistently, and in accordance with established processes and controls. One of the focuses is delivering white glove Procure to Pay (P2P) service, creating and managing requisitions, approvals, purchase orders, receipts, and invoicing end to end while proactively resolving roadblocks, guiding stakeholders, and ensuring a smooth, accurate, and compliant experience.
Position Responsibilities:
S2P Operational Support
- Manage day‑to‑day operational inquiries related to Source‑to‑Pay processes (e.g., requisitions, purchase orders, invoicing, supplier onboarding, payments)
- Serve as a primary contact for end‑user, providing guidance on processes, system navigation, and policy adherence
- Support supplier inquiries, helping resolve transactional issues and ensuring timely responses
- Monitor and manage support queues, ensuring timely resolution and appropriate prioritization of requests
- Identify when issues require escalation and coordinate with appropriate teams (e.g., platform support, procurement, finance)
P2P execution
- Receive finalized contracts or sourcing outputs and convert them into requisitions on behalf of stakeholders.
- Validate contract terms and details, required documentation, pricing, and category alignment prior to submitting the requisition.
- Create accurate purchase requisitions and ensure proper accounting, cost centers, tax treatment, and supplier information.
- Monitor approval workflows end-to-end, proactively nudging approvers and escalating delays to keep requests moving.
- Communicate status updates to requesters, including roadblocks, missing information, or required corrections.
- Issue purchase orders once approved and notify stakeholders and suppliers accordingly.
- Maintain a high level of service quality and accuracy throughout the process.
- Initiate and manage email confirmations for goods receipts or invoice validation.
- Validate invoice discrepancies by coordinating with required parties to resolve issues.
- Provide clear summaries of approval decisions, outstanding actions, and final outcomes (I think this one can be removed)
Process & System Enablement
- Support users in navigating procurement systems and tools used across the S2P process
- Ensure requests and transactions follow standard processes, controls, and approval requirements
- Assist with basic data validation and issue resolution to minimize rework and delays
- Contribute to the maintenance of process documentation, job aids, and FAQs
Stakeholder Collaboration
- Work closely with procurement, finance, and platform support teams to resolve issues and improve outcomes
- Provide feedback on recurring issues, pain points, and opportunities to improve processes or user experience
- Support testing, cutover, or stabilization activities as required during system or process changes
Continuous Improvement
- Identify trends in operational issues and recommend process or communication improvements
- Support initiatives aimed at improving efficiency, consistency, and user satisfaction across S2P operations
Additional Responsibilities
- Perform additional duties as assigned to support evolving operational and business needs
Required Qualifications
- 3-5 years of experience in procurement operations, finance operations, or shared services roles
- Working knowledge of Source‑to‑Pay processes
- Strong customer service orientation with the ability to support both internal users and external suppliers
- Ability to manage multiple requests simultaneously in a high‑volume operational environment
- Strong attention to detail and problem‑solving skills
- Clear and professional written and verbal communication skills
Preferred Experience
- Experience supporting procurement or P2P systems (e.g., Ivalua or similar platforms)
- Experience working in a large, enterprise environment
- Familiarity with ticketing or workflow tools (e.g., ServiceNow or similar)
- Experience supporting operations in a regulated environment
Success Profile
- Reliable, responsive, and service‑oriented
- Comfortable working with defined processes while handling day‑to‑day variability
- Able to exercise judgment on when to resolve vs. escalate issues
- Team‑oriented and adaptable as priorities evolve
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.
About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.
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.
Referenced Salary Location
Toronto, Ontario
Hybrid
Salary range is expected to be between
$62,850.00 CAD - $104,750.00 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 hr@manulife.com 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 hr@manulife.com 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.