Rachel D. Mendoza

Service Delivery Lead

Current Position: Service Delivery Lead (March 2020 – August 2020)

Reviews performance against targets through governance meetings.

Report performance against plans to the Unit Lead and Clients.

Provide approvals and guidance as needed for the appropriate improvement plans.

Manage business meetings (new business meetings/strategy reviews) for the entity

Responsible for managing a group of Operations Managers/ Senior Team Leads.

Ensures that contractual SLAs and KPIs are achieved while providing the Operations Managers/ Senior Team Leads and staff with operational support.

Procure To Pay Global Process Owner (April 2019 – February 2020)

Drive standardization, simplification and automation initiatives globally

Works in collaboration with client and PTP Process Owners to define and develop strategic roadmap

Manages improvement initiatives and tracks delivery of measurable business benefit

Provides oversight in design and development of leading practices and standard tools

Ensure that any process changes do not violate any control and has a proper documentation and sign off from authorized signatories.

Maintains Global Work Instructions for PTP Operations which is updated annually or as necessary includes obtaining sign offs from client’s authorized representatives.

PTP Global Capability Manager (March 2015 – March 2019)

Help define and maintain Accenture’s PTP Standard Delivery Service (SDS) in Accounts Payable Service Components such as: Invoice Processing, Payment and Vendor Statement Reconciliation.

Support Solutioning and Mobilization colleagues to sell and onboard F&A and Procurement PTP BPO service as well as drive our Next Generation BPO agenda through promoting innovation and the use of analytics in our services.

Accenture, Procure To Pay Manager (October 2009 – February 2015)

Responsible for Procure to Pay management and performance of all employees.

Manages the location while providing excellent customer service and meeting the goals and metrics of the unit in relation to Procure to Pay process.

Serves as the primary Client and Accenture contact for Procure to Pay process.

Responsible for approving new hire in Procure to Pay Team, assisting in interview and hiring process as well as monitoring and management of the team’s attrition.

Performs and/or manages special projects as approved for the client, under the direction of the Service Delivery Lead

Accenture, Senior Accounts Payable Lead (September 2007 – September 2009)

Provide leadership and direction to all staff associated with the processing of Problematic transactions or documents with "at source" issues and verification of invoices posted by driving project specific strategies and initiatives.

Ensure all processes, systems & resource controls required to meet client service delivery expectations are in place and is managed in accordance with approved Accenture HR Processes & Policies.

Identify internal & external risks associated with Exceptions processing and initiate process, people and system changes to mitigate identified risks.

Display commercial acumen and financial management in managing resource / labor and processing costs in accordance with approved budget.

Review & implement required process changes designed to enhance client perception by managing and escalating client related disputes in a timely and professional manner.

Accenture, Accounts Payable Team Lead (November 2005 – September 2007)

Responsible for activities assigned by the Delivery Lead and Invoice Processing Lead

Ensures both contractual and operational KPIs are met (responsibility of delivering the service within agreed deadlines and at the required quality)

Oversees receipt, investigation and processing of all invoices parked by the Payables Processing team. This includes all pre-coded invoices, with or without a purchase order, which have remained unresolved following the initial payment attempt by the Payables Processors.

Oversees receipt, investigation and processing of all vendor or employee questions that have not been resolved.

Good knowledge of the client’s procure to pay processes, policies, procedures and internal control standards.

Oversees analysis of vendor statements to ensure invoices are paid within contractual terms. Actions are taken on discrepant invoices to successfully resolve payment anomalies. Results are communicated to the client representative and vendor.

Develops good client relationships as well as with colleagues

Ability to provide needed support to the staff

Actively seeks opportunities for Continuous Improvement initiatives in cooperation with Delivery Lead/Invoice Processing Lead

Complies with all client published policies and procedures and any legal and regulatory requirements that the company is obliged to adhere to.

Shell Shared Services Center Asia, B.V., Accounts Payable Team Lead (August 2004 – October 2005)

Ensure that the AP Invoice Processor Representatives provide excellent service that meets customer business needs and expectations.

Develops implements, maintains, and ensures adherence to AP Invoice Processor Representative’s policies and procedures. Identifies and organizes ongoing improvement activities and projects for the AP Invoice Processor Team.

Supervise AP Invoice Processor Representatives. Perform high-level problem tracking and ensure that issues are properly documented, prioritized, tracked, and resolved within the service level agreements.

Ensure proper escalation of issues within the Invoice Processor group, and to other areas of Accounts

Payable to ensure issues are resolved to meet customer expectations.

Work with the AP Transactions Supervisors to set goals and objectives for the AP Invoice Processor Representatives, including development and coordination of incident management procedures.

Monitor and evaluate AP Invoice Processor metrics against established service level agreements for the Invoice Processor team and work with teams to eliminate any discrepancies between service levels and current performance.

Provide reports to the AP Supervisor of Transactions. Make staffing and scheduling decisions based on Invoice Processor metrics.

Provide leadership and direction to the AP Invoice Processor teams. Clearly define and communicate roles and expectations to AP Invoice Processor personnel.

Recognize and value the contributions of all team members, and recommends promotions or terminations as appropriate.

Lead regularly scheduled full team meetings.

American Express Int’l., Inc., Associate Accountant (September 2002 – August 2004)

Manages the Accounts Payable process of American Express Offshore Team

Assist in processing vendor payables including issuance of checks

Performs statement reconciliations

Equitable PCI Bank – Binondo, CA/SA Reconciler (July 2000 – September 2002)

Performs cash reconciliations of bank branches

Identifies discrepancies and coordinates with bank branches to sort out differences

Provide necessary adjustment entry in order to correct resolved discrepancies

Equitable PCI Bank – Paseo, Makati, Junior Audit Examiner (November 1998 – July 2000)

Performs bank audit of different branches under the supervision of a Senior Audit Examiner

Provides analysis and report of branch’s performance against controls in place

Contact No: 091*-*******

Address: 25B Administration St., Brgy. Bahay Toro, GSIS Village, Project 8, Quezon City 1106

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