The Procurement Team Lead role offers an opportunity to lead a high-impact operations team that enables business continuity, strong supplier governance, and compliant procurement practices. In this role, you will directly contribute to our mission by ensuring stable, high-quality procurement services that support our global business partners. You will gain meaningful people leadership experience, ownership of operational performance, and the chance to drive continuous improvement across critical procurement processes. This role provides exposure to senior stakeholders and the opportunity to shape how procurement operations evolve and scale.

Position Responsibilities

Lead day-to-day Procurement Operations support, ensuring effective workload distribution and consistent service delivery.
Own end-to-end SLA performance, including response times, resolution quality, backlog management, and productivity metrics.
Act as the primary escalation point for high-severity, urgent, or business-critical procurement incidents.
Lead, coach, and develop a procurement operations support team through performance management, feedback, and development planning.
Ensure adherence to procurement policies, procedures, controls, and compliance requirements.
Drive root cause analysis and corrective actions to address recurring issues and control gaps.
Lead continuous improvement initiatives to enhance efficiency, quality, and customer experience.
Develop and deliver operational reporting, insights, and performance updates to leadership.

Required Qualifications

Minimum 2 years of people management experience leading an operations or support team in a shared services, BPO, or global support environment.
Minimum 2 years of experience managing service operations, including workload management, escalations, and SLA-driven performance.
Demonstrated experience in continuous improvement, process analysis, or operational excellence.
Bachelor's degree in Business or a related discipline.
Strong analytical, problem-solving, and reporting skills.
Excellent communication and stakeholder management skills.

Preferred Qualifications

Experience supporting procurement systems or platforms (e.g., Ivalua, Fieldglass, Concur, Cvent).
Background in procurement operations, finance operations, or enterprise shared services.
Experience leading quality assurance or control frameworks.
Exposure to global or multi-region support environments.
Change management or transformation experience.

When You Join Our Team

We'll empower you to learn, grow, and build 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.

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