Blaise Francisco

Oversee business-critical commercial and financial systems across 12 countries, supporting PostNL’s international logistics operations.

• Spearhead modernization of legacy IT platforms into modular, service-oriented architecture to enhance agility and system performance.
• Manage and mentor a cross-functional IT department of 27 employees, emphasizing career development, quality standards, and process documentation.
• Drive vendor collaboration, procurement, and multimillion-euro budget oversight.
• Instill a documentation-first culture to improve onboarding, support, and transparency across systems.

Partnered with top leadership to define and execute long-term corporate strategies across operational, IT, and customer experience domains.

• Founded the company’s first corporate foresight practice to proactively address risks and opportunities.
• Delivered critical insights into IT architecture, influencing compliance and transformation efforts.
• Advised director-level leaders on strategic messaging, change initiatives, and investment prioritization.
• Delivered multi-year strategies and investment pitches, which resulted to business expansion.

Reported directly to the COO; led operations transformation across global logistics, billing, support, and customer experience teams.

• Designed and delivered a global operations reorganization and outsourcing strategy, achieving $3M in projected OpEx savings.
• Managed customer escalations, root cause analysis, and internal quality control processes.
• Built and managed the company-wide Voice of the Customer program and launched a centralized Knowledge Base.
• Collaborated across functional groups (Customer Support, Technical Services, Billing, Logistics) to elevate client experience standards.

Led global billing and customer administration across EMEA and North America, servicing 4,000+ enterprise accounts.

• Directed a multinational team of 23 staff across 4 countries; ensured billing accuracy for $500M in annual revenue.
• Maintained business continuity through multiple acquisitions, integrating 20+ global entities.
• Migrated complex billing from Navision to Microsoft Dynamics.
• Partnered with CIO/CFO to evaluate and implement enterprise billing tools, restructure departments, and introduce clear career tracks.