The 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 transactions, requests, and supplier interactions 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:

• Provide day‑to‑day operational support for Source‑to‑Pay (S2P) processes, serving as a primary contact for end users and suppliers on requisitions, purchase orders, invoicing, onboarding, and payments
• Manage support queues, prioritize and resolve inquiries, and coordinate escalations with procurement, finance, and platform support teams as needed
• Execute end‑to‑end Procure‑to‑Pay (P2P) activities, including converting contracts into requisitions, validating documentation and pricing, creating accurate requisitions, and issuing purchase orders
• Monitor approval workflows, proactively follow up on delays, communicate status and required actions to stakeholders, and ensure high service quality and accuracy throughout execution
• Support goods receipt confirmations and invoice discrepancy resolution by coordinating with relevant internal and external parties
• Enable effective use of S2P systems by guiding users on processes, controls, and approvals, and contributing to process documentation, job aids, and FAQs
• Identify recurring issues and trends, provide feedback on process and system improvements, and support testing, stabilization, and continuous improvement initiatives

Required Qualifications

• 3–5 years of experience in procurement operations, finance operations, or shared services, with working knowledge of Source‑to‑Pay (S2P) processes
• Strong customer service orientation, capable of supporting both internal users and external suppliers in a high‑volume operational environment
• Proven ability to manage multiple requests simultaneously with strong attention to detail and effective problem‑solving skills
• Clear, professional written and verbal communication skills, with sound judgment on when to resolve issues independently vs. escalate
• Experience supporting procurement or P2P systems (e.g., Ivalua or similar), ticketing/workflow tools (e.g., ServiceNow), and large enterprise environments is preferred
• Familiarity with operating in a regulated or controlled environment is an asset
• Reliable, responsive, and team‑oriented professional who is comfortable following defined processes while adapting to changing priorities

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

Working Arrangement

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 .