Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Certification
Timeline
Performance Highlights
Generic

Natalie Hendrickson

Management
Calgary,AB

Summary

Dynamic Business Services Team Manager and Shared Services Leader with 14+ years of experience in operations management, financial management, and enterprise service delivery. Expertise in Accounts Payable, procurement, master data governance, and ERP systems (SAP S/4HANA, Ariba, Fieldglass). Proven record of driving operational excellence, digital transformation, process improvement, and automation to improve SLA performance, strengthen internal controls, and reduce risk.
Experienced in budget management, cost center oversight, workforce planning, compliance management, and governance frameworks within finance and supply chain functions. Skilled in KPI development, strategic planning, vendor management, and leading change initiatives that enhance efficiency and support enterprise objectives.

Overview

1
1
Certification

Work History

Supervisor – Accounts Payable (Business Services Team Manager), Finance

Fortis Alberta
Calgary, AB
2024 - 2025
  • Improved SLA adherence and payment cycle times by optimizing service delivery workflows and implementing automation enhancements, strengthening financial controls and operational efficiency within the shared services model.
  • Increased team engagement and performance consistency by implementing structured performance management, workforce planning, and one-on-one coaching frameworks, resulting in improved productivity and reduced escalations.
  • Reduced payment risk exposure by enhancing internal controls, accrual governance processes, and vendor master data compliance, ensuring audit readiness and financial integrity.
  • Strengthened executive decision-making by developing KPI dashboards and executive reporting packages, providing visibility into backlog trends, risk mitigation efforts, and service performance metrics.
  • Enhanced vendor satisfaction and minimized escalations by leading root cause analysis initiatives and standardizing issue resolution processes, improving cross-functional collaboration with Finance and Operations.
  • Maintained cost discipline and operational alignment by partnering with Finance leadership on forecasting workload volumes and capacity planning, supporting budget management and cost center accountability.

Team Lead – Accounts Payable, SCM Shared Services | Operations & Finance Management

Suncor Energy Services Inc.
Calgary, AB
2022 - 2024
  • Exceeded service level targets by restructuring inquiry triage and escalation governance processes, improving productivity across 3,500+ monthly supplier inquiries.
  • Reduced post–SAP S/4HANA backlog and operational risk by leading process reengineering and automation initiatives, stabilizing enterprise ERP workflows and improving system adoption.
  • Increased cost efficiency by leading outsourcing strategy and vendor performance governance for the AP helpdesk, expanding service coverage while reducing internal operating costs.
  • Strengthened enterprise cash flow management by collaborating with Procurement, Finance, and IT to resolve systemic payment barriers, mitigating financial and operational risk.
  • Improved executive visibility into service performance by delivering trend analysis and KPI reporting, supporting strategic planning and continuous improvement roadmaps.
  • Elevated team capability by implementing structured coaching, succession planning, and capacity modeling, ensuring sustainable workforce performance in a high-volume shared services environment.

Team Lead – SCM Master Data, SCM Shared Services | Operations Management

Suncor Energy Services Inc.
Calgary, AB
2017 - 2022
  • Improved data accuracy and reduced operational risk across 100,000+ records by leading enterprise-wide master data governance and consolidation initiatives within SAP S/4HANA.
  • Accelerated digital transformation readiness by serving as SAP S/4HANA Master Data SME and translating business requirements into system enhancements, aligning enterprise roadmap priorities with operational needs.
  • Reduced compliance gaps by establishing standardized data governance policies, approval workflows, and internal control mechanisms, strengthening audit and regulatory alignment.
  • Increased cross-functional alignment by partnering with senior stakeholders to standardize vendor and material master processes, improving system integration and procurement efficiency.
  • Enhanced team performance by implementing structured workload prioritization and accountability frameworks, supporting continuous improvement and service reliability.

Team Lead - Procurement - E&I, SCM Materials Operations & Finance Management

Suncor Energy Services Inc.
Calgary, AB
2014 - 2016
  • Improved sourcing effectiveness and reduced supply chain risk by leading a 15-member procurement team aligned to enterprise strategy and plant-level operational priorities.
  • Increased commercial value and compliance by partnering with Category Management to execute strategic sourcing and contract governance frameworks, optimizing supplier performance.
  • Strengthened budget alignment and cost control by supporting forecasting, spend analysis, and purchasing oversight, ensuring responsible cost center management.
  • Supported organizational transformation by leading the transition from centralized to decentralized procurement operations, aligning service delivery models with business unit needs.

Team Lead of Travel Service

Suncor Energy Services Inc.
Calgary, AB
2010 - 2014
  • Improved service efficiency and stakeholder satisfaction by redesigning the centralized travel service delivery model, supporting 5,000+ monthly reservations.
  • Increased vendor accountability and cost transparency by establishing performance metrics, reporting cadence, and governance oversight, enhancing compliance and budget visibility.
  • Built scalable team capability by implementing workforce planning and performance management processes, supporting sustainable service growth.

Education

Bachelor of Arts - Fine Arts

Alberta University of The Arts
Calgary

Skills

  • Leadership development
  • Proven customer service excellence
  • Project management expertise
  • Interpersonal skills
  • Microsoft Office proficiency
  • SAP S/4HANA expertise
  • Task organization and prioritization
  • Ability to align business objectives with actionable strategies
  • Effective communication
  • Staff development
  • Complex Problem-solving

Accomplishments

    Directed the implementation of the ACH payment system, migrating 75% of payments from checks to ACH within 4 months, resulting in $45,000 in annual savings, faster customer payment delivery, and the elimination of stale dated checks.

    Led the outsourcing of the Accounts Payable helpdesk (3,500+ payment inquiries/month) to an outsourcing company, enhancing customer experience through increased contact coverage and generating significant cost savings.

    Managed cross‑functional collaboration on enterprise master data initiatives and served as the key decision‑maker for SAP S/4HANA enhancement requirements and functionality.

    Steered multiple Supply Chain Management teams to coordinate material mobilization for the Fort Hills start‑up and commissioning, while steering the transition from centralized to decentralized procurement operations.

    Supported the development of a centralized Travel team, improving service delivery for 5,000+ monthly reservations.

    Provided leadership in launching the company’s first Diversity and Inclusion Network, shaping the strategic framework for organization wide inclusion efforts.

Languages

English

Certification

Scrum Alliance Scrum Master Certified

Timeline

Supervisor – Accounts Payable (Business Services Team Manager), Finance

Fortis Alberta
2024 - 2025

Team Lead – Accounts Payable, SCM Shared Services | Operations & Finance Management

Suncor Energy Services Inc.
2022 - 2024

Team Lead – SCM Master Data, SCM Shared Services | Operations Management

Suncor Energy Services Inc.
2017 - 2022

Team Lead - Procurement - E&I, SCM Materials Operations & Finance Management

Suncor Energy Services Inc.
2014 - 2016

Team Lead of Travel Service

Suncor Energy Services Inc.
2010 - 2014

Bachelor of Arts - Fine Arts

Alberta University of The Arts

Performance Highlights

  • Directed the implementation of the ACH payment system, migrating 75% of payments from checks to ACH within 4 months, resulting in $45,000 in annual savings, faster customer payment delivery, and the elimination of stale dated checks.
  • Led the outsourcing of the Accounts Payable helpdesk (3,500+ payment inquiries/month) to an outsourcing company, enhancing customer experience through increased contact coverage and generating significant cost savings.
  • Managed cross-functional collaboration on enterprise master data initiatives and served as the key decision-maker for SAP S/4HANA enhancement requirements and functionality.
  • Steered multiple Supply Chain Management teams to coordinate material mobilization for the Fort Hills start-up and commissioning, while steering the transition from centralized to decentralized procurement operations.
  • Supported the development of a centralized Travel team, improving service delivery for 5,000+ monthly reservations.
  • Provided leadership in launching the company’s first Diversity and Inclusion Network, shaping the strategic framework for organization wide inclusion efforts.
Natalie HendricksonManagement