Manulife
SeniorProgramSpecialist
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“Senior Program Specialist at Manulife. Skills: SOW management, Vendor management, Relationship management, Process adherence. Manage day-to-day activities of the SOW Program. Manage SOW from contract intake to payments”
What You'll Achieve.
Successful achievement of all service level agreements; Accountable for VoC goals; Accountable for VoS goals; Minimize aging of invoices
Industry & Context.
Issue resolution across high impact work; Basic troubleshooting and issue resolution skills; Analytical thinking to identify root causes; Resourceful in finding solutions or workarounds; Resolve discrepancies to ensure timely and accurate billing; Research and conduct basic troubleshooting on technology incidents; Present possible containment plans
What They're Looking For.
Must Have
3-5 years of experience in staffing/recruiting, procurement, or sourcing, Excellent communication skills, customer service skills, MS Office proficiency, Experience in an environment with high volume, Experience managing high-level customer and VMS or other vendor relationships
Nice to Have
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
What You'll Do.
Manage day-to-day activities of the SOW Program
Manage SOW from contract intake to payments
Support SOW business globally
Assist People Leaders with SOW process
Ensure quality and delivery terms are achieved
Build relationships with key members
Consult with third party vendors
Achieve all service level agreements
Complete detailed SOW Intake
Manage SOW requirements for timely action
Communicate requirement status updates
Complete onboarding Checklist
Confirm onboarding requirements completion
Document position details in VMS
Execute worker profile activation
Complete Off-boarding Checklist
Update end of assignment reason code
Approve final time and expense
Maintain and update assignment data in VMS
Conduct revisions review and approval
Respond to People Leader requests
Proactively reach out on SOWs
Perform HCT upload activities
Handle high-level invoice management
Serve as primary expert for complex scenarios
Own and improve standardized processes
Lead training and knowledge sharing
Act as escalation point for complex cases
Oversee high level invoice validation
Resolve invoice discrepancies
Ensure Program Processes and Procedures Adherence
Provide Tier 1 support Training
Provide Subject Matter Support
influence and develop relationships
Manage expectations through feedback
Manage timely invoicing of milestones
time and expenses are approved
Consolidate invoice in VMS
Prepare invoice file summary
Provide Tier 1 support for technology issues
diagnose and respond to questions
Manage day-to-day VMS Technology health
Provide superior customer service
Become knowledgeable in integration strategy
Research and conduct basic troubleshooting
Identify trends from day-to-day issues
Present possible containment plans
Develop partnership with internal IT teams
Provide tactical support for Operations
How You'll Work.
Team & Collaboration
Work collaboratively with global partners and stakeholders; Build relationships with People Leaders, Procurement, Legal, Human Resources, Finance; Consult with third party vendors; Collaborate with internal partners and suppliers; Own and improve standardized processes through cross functional collaboration; Develop a partnership with internal IT teams and our VMS partner
Communication Scope
Excellent communication skills; Communicate updates on the status of all open requirements; Providing detailed feedback to internal partners and suppliers; Clear and effective verbal and written communication; Ability to explain technical concepts in simple terms
Process & Methodology
Manage multiple projects and tasks concurrently, Manage competing deliverables on-time and on-quality
Full Job Description
The Manulife Contingent Workforce Program is seeking a **Senior 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. The **Senior Program Specialist** is a key resource, responsible for building relationships with key members within the organization including People Leaders, Procurement, Legal, Human Resources, Finance, etc. In addition, the Specialist will be consulting with third party vendors in relation to service deliverables and contract management activities. In this role, you will work collaboratively with your global partners and stakeholders, reporting to the Program Lead. **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 activ
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