Senior Program Associate

The Senior Program Associate 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: 

Operational Excellence:

• Successful achievement of all service level agreements
• SOW Intake: Complete a detailed Intake for all requirements with accuracy
• SOW Fulfilment & Management: Manage requirements that are released to ensure timely action
• Requirement Feedback/Communication: Communicate updates on the status of all open requirements by providing detailed feedback to internal partners and suppliers regarding requisition priority, submittal/feedback status, and next steps.

Resource On/Offboarding:

• Completes onboarding Checklist for all new assignments
• Confirms all onboarding requirements are completed per policy prior to worker starting assignment
• Ensures all positions details (assignment details, start date, etc.) are documented in VMS
• Executes end-to-end activation of standard SOW Worker profiles with accuracy and efficiency
• Completes Off-boarding Checklist
• Ensures end of assignment reason code is accurate and updated accordingly in VMS
• Ensure all assets are secured, and final time and expense is approved in VMS prior to next invoicing cycle

Resource Assignment Management:

• Leverages reporting to proactively reach out to People Leader and Supplier on SOWs and assignments approaching end dates and budget thresholds
• Responds to People Leader requests for assignment updates
• Conduct revisions review and approval
• Ensures all assignment data is maintained and updated as needed in VMS
• Perform HCT upload activities by validating upload data and ensuring all system prerequisites are completed.
• Handle high‑level invoice management by validating invoice approver details and billed amounts
• Voice of the Customer (VoC): Accountable for VoC goals
• Voice of the Supplier (VoS): Accountable for VoS goals

• Ability to handle multiple projects and tasks concurrently
• High degree of attention to detail
• Proven ability to manage competing deliverables on-time and on-quality
• Assure Program Processes and Procedures Adherence by ensuring Proper Documentation\
• Problem analyzer with attention to details; evaluates feasibility and practicality of ideas and options; takes ownership and makes informed and timely decisions.
• Problem solver with the ability to solve problems and present comprehensive solutions
• Responsible for using independent judgment and making decisions that require a great degree of creative, analytical, and problem-solving ability
• Identify risk situations and coordinate solutions with management

Relationship Management:

• Tier 1 support Training and Subject Matter Support
• Strong customer service orientation
• Maintain, influence and develop relationships with People Leaders, Internal Stakeholders and Partners as well as Third-Party Vendors
• Manage expectations through timely feedback and proactive communication

Qualifications

• At least three (3) years of experience in staffing/recruiting, procurement, or sourcing
• Working and demonstrable knowledge of procurement, souring or contingent workforce
• Detailed experience and knowledge of the strategic sourcing process lifecycle would be beneficial
• Working knowledge of procurement practices and vendor management would be beneficial
• Experience in an environment with high volume
• Experience managing high-level customer and VMS or other vendor relationships
• Solid communication skills (both written and verbal)
• Self-starter who is comfortable working with remote teams with little supervision and/or guidance
• Ability to adapt quickly and possess flexibility with working in a constantly evolving field
• Solid analytical skills, including use of Excel
• Working knowledge of Microsoft Word, PowerPoint, Visio, and related computer skills
• Experience with a Vendor Management System (Fieldglass, Beeline or equivalent)

Preferred Qualifications:

• Working knowledge of SAP Fieldglass modules (Contingent Workforce, Services Procurement).
• Basic troubleshooting and issue resolution skills.
• Proficiency in MS Office and collaboration tools (e.g., Teams, Outlook)
• Clear and effective verbal and written communication.
• Ability to explain technical concepts in simple terms.
• Analytical thinking to identify root causes.
• Resourceful in finding solutions or workarounds.
• Takes initiative and can work independently.
• Perform other procurement duties as may be assigned.
• Flexibility to shift schedules.

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].