Role Summary

The Senior Procurement Specialist role offers an opportunity to deliver high‑impact support that ensures a seamless and customer‑focused procurement experience for business stakeholders. In this role, you will serve as a key point of contact for complex procurement system and process issues, contributing directly to service stability, user satisfaction, and operational effectiveness.

You will gain exposure to enterprise systems, cross‑functional collaboration, and continuous improvement initiatives while working closely with Procurement, IT, and Process Owners. This role provides the opportunity to strengthen technical and analytical capabilities while influencing how procurement support services evolve and improve.

Position Responsibilities

Serve as a primary point of contact for Procurement system users, delivering responsive, accurate, and service‑oriented support.
Resolve complex and high‑impact issues involving system workflows, integrations, data dependencies, and configuration challenges.
Perform deep diagnostics and root cause analysis (RCA) to address recurring or systemic issues and recommend sustainable solutions.
Manage high‑priority and sensitive concerns with strong ownership, ensuring minimal business disruption.
Partner with Process Owners, IT, and stakeholders to resolve escalations and support process and system improvements.
Participate in system enhancement activities, including UAT, regression testing, and validation to ensure stable releases.
Maintain clear and accurate documentation, including troubleshooting guides, process updates, and ticket records.
Analyze support trends and performance data to identify opportunities to improve service quality, efficiency, and user experience.
Ensure adherence to defined SLA commitments, including responsiveness, resolution timelines, and communication quality.

Required Qualifications

Minimum 2–3 years of experience in technical, systems, or application support roles, preferably in a shared services, help desk, or global support environment.
Strong experience in customer‑facing support, including handling complex issues and escalations.
Proven ability in troubleshooting, root cause analysis, and issue resolution.
Experience working with enterprise systems, workflows, or integrated platforms. Bachelor's degree in Business, Information Systems, Supply Chain, Finance, or a related discipline.
Strong analytical, problem‑solving, and communication skills.
Ability to manage multiple priorities and work independently in a fast‑paced environment.

Preferred Qualifications

Experience supporting procurement systems or platforms (e.g., Ivalua, Fieldglass, Concur, Cvent).
Background in Procurement, Accounts Payable, Supply Chain, or shared services operations.
Experience in User Acceptance Testing (UAT), documentation, and change support.
Exposure to continuous improvement, Lean, or process optimization initiatives.
Experience working in global or multi‑region support environments.

When You Join Our Team

We'll empower you to learn, grow, and build the career you want.
We'll support you in delivering meaningful impact through customer‑focused and high‑quality service.
As part of our global team, you'll gain exposure to cross‑functional collaboration and continuous improvement initiatives that shape the future of procurement operations.

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 [HIDDEN TEXT].

Working Arrangement

Hybrid