Program Specialist

The Manulife Contingent Workforce Program is seeking a Program Specialist who is accountable for the day-to-day activities of the SOW Program. The role is responsible for SOW management from contract intake, ensuring consistency with the SOW contract terms, through to payments and service completion. This role will support the statement of work (SOW) business and assist People Leaders globally with all facets of the process: SOW setup, resource on and offboarding, project and assignment management activities, invoicing, customer support, training, etc. with varying degrees of complexity and/or sensitivity, ensuring quality and delivery terms are adhered to and achieved.

Position Responsibilities:

• Manage complex and high-impact activities related to Statements of Work (SOWs), contracts, system uploads, and invoice processing within the Vendor Management System (VMS), Fieldglass. Exercise sound judgment in decision-making, issue resolution, and operational support.

• Lead cross-functional coordination efforts and process improvement initiatives by partnering with business units, vendors, and subject matter experts (SMEs) to resolve escalations, enhance operational efficiency, and strengthen process documentation.
• Oversee invoice management activities, including validation of invoice approvers, verification of billed amounts, consolidation of invoices within Fieldglass, and preparation of invoice summary files for approval and payment processing.
• Collaborate with the Sourcing Team to identify contractual gaps, inconsistencies, or legal clauses that may conflict with Fieldglass requirements. Recommend and implement appropriate resolutions to address contractual discrepancies and ensure compliance.
• Establish and maintain strong partnerships with internal IT teams and Fieldglass support resources to provide tactical operational support. This includes troubleshooting system issues, testing enhancements and fixes, advising on issue prioritization, and supporting the implementation of low-risk system changes

Required Qualifications:

• 3–5 years of experience in customer support, helpdesk, technical support, vendor management, or related operational support roles.
• Experience with SAP Fieldglass or other Vendor Management Systems (VMS), including contingent worker and professional services processes.
• Knowledge of invoice management, vendor billing, and the onboarding/offboarding lifecycle of contingent workers within a VMS environment.
• Experience handling contracts and Statements of Work (SOWs), with a basic understanding of contractual and legal considerations.
• Strong communication, customer service, analytical, and problem-solving skills, with the ability to manage stakeholder relationships and resolve complex issues.

Preferred Qualifications:

• Working knowledge of SAP Fieldglass, Ivalua, and other procurement or Vendor Management System (VMS) tools; candidates with a background in contract management, contract administration, or legal support are highly preferred.
• Basic understanding of system integrations and troubleshooting, including identifying, analyzing, and escalating integration-related issues.
• Proficiency in Microsoft Office applications and collaboration tools, including Excel, Outlook, and Microsoft Teams.
• Strong verbal and written communication skills, with the ability to effectively collaborate with vendors, stakeholders, and cross-functional teams.
• Demonstrated analytical and problem-solving skills, with flexibility to perform additional procurement-related responsibilities and adapt to changing schedules, priorities, and team assignments.

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.

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 [email protected].

Hybrid