Sr. Analyst, Source to Pay Operations

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
- 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. 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
- 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. elevate 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. 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