Bien Landicho

Experience

• 

  Citi

  Aug 2009 - Jun 2012

  As a Project Manager, I managed function migration across the region as well as system standardization initiatives in APAC. Some of my key achievements include:1. Setting up the call desk function in the Philippines pioneering with Australia followed by the rest of APAC (Singapore, Malaysia, Hong Kong, and Taiwan). This implementation saved the enterprise ~200k USD in cost savings annually.2. Implemented the eInvoice function for Australia and Hong Kong. This system upgrade lessened the Data Entry hours for our analysts and lessened error risks in our systems. Show less As an Accounting Analyst, I was responsible for performing Data Entry and Quality Control functions in Accounts Payable. Our team was responsible for accurate and timely processing of vendor invoices and employee reimbursements. I handled the transactions in Australia and the Philippines.I also performed UAT during the Oracle 11 to Oracle 12 system migration. This successfully aligned the Philippines to the enterprise-wide standard version for our Procure-to-Pay system.As a stretch role, I also drove Employee Engagement initiatives as part of the Voice of the Employee committee. Our team gathered information from team members, planned for, and executed engagement programs to make the workplace more enjoyable. This helped the enterprise with talent engagement and retention. Show less

  • Project Manager for APAC

    Jun 2011 - Jun 2012

  • Accounting Analyst

    Aug 2009 - May 2011
• 

  S&P Global Market Intelligence

  Jun 2012 - now

  The Global Operations Leadership Team takes care of the operational activities of Desktop & Channels, Sales and Marketing, and other Allied Teams in the Global Centers – Argentina, India, Pakistan, and the Philippines. We have four Global Operations Leaders in the Philippines supporting 250+ team members. At its core function, we are the eyes and ears on the ground. We partner with the functional leads during team setup, onboarding, talent management, engagement, and some of the administrative work that comes with running the business. We also partner with the Site Operations, People Partner, IT, and the People Movement teams to make sure our operations comply with local policies. We support the business in rolling out Business Continuity Plans, Talent Sourcing, People Enrichment, Retention, and Engagement. Lastly, we work with the Department Leads from other functions to explore inter-department collaboration and skills enrichment for our teams. Show less On top of Client Operations, I extended my remit to the rest of the commercial organization. In this capacity, I helped build teams for Prospecting, Events Marketing, and Education. With an expanded remit of diverse groups, I worked with our People Partner to perform salary benchmarking to ensure our pay parity across the same job levels and maintain our competitiveness in the market.I also ensured we transitioned to WFH properly during the pandemic. We had close to a 97% success rate in getting our team members up and running with zero downtime during the transition. The remaining 3% were up and running within 3 weeks.Our teams have grown to 200 FTEs by this time. Show less I led the Manila Client Operations team and helped scale our operations beyond my initial remit with the Financial Institutions Group. My main responsibility is to properly source, hire, develop, engage, and retain talent for our department. I developed the Employee Development Program to scale our onboarding programs and ensure that our Early Career team members are integrated properly into our company.I started expanding my remit and led new teams such as Energy, Technology Media and Telecommunications, Real Estate, GIS Mapping, Metals & Mining, and Investor Relations.Our team has grown to over 80 FTEs by this time. Show less When the FIG Client Services team scaled supporting clients in the APAC, EMEA, and US Hours, I was promoted to Assistant Manager to manage our operations in Manila. As a People Leader, I ensured my team delivered the same best-in-class service we are known to deliver to our clients. Our team consistently exceeded our CSAT scores YoY.I also created the Onboarding Program for our team to ensure that our team members remain knowledgeable about our product offerings as well as the industry knowledge required to properly support our clients.I also volunteered to create the Client Services training for the entire department in Manila. I was also given the opportunity to train some of our new hires in Islamabad, Pakistan.As a stretch assignment, I built our Financial Modeling and FIG Editorial Teams in Manila. Show less I was the pioneer employee for the Client Operations department in the Philippines. After graduating from the Analyst Training Program (ATP), I was successfully chosen to become part of the Financial Institutions Group, the highest revenue group at that time supporting our clients in Banking, Insurance, and Financial Services.I was responsible for ensuring customers are satisfied with our service and product offerings. As an associate, I take pride in delivering an average of 98.5%+ CSAT scores from my customers. I also helped drive client usage of the platform by performing introductory demos and coordinating with our Account Managers when there is an opportunity to perform a deeper dive with our clients. I also created user enhancement requests to address any customer dissatisfaction and escalate accordingly through the proper internal channels. Show less

  • Senior Manager - Global Operations

    Mar 2022 - now

  • Senior Manager, Commercial

    Jul 2019 - Mar 2022

  • Manager, Client Operations

    Jul 2016 - Jun 2019

  • Assistant Manager for Financial Institutions, Client Operations

    Jan 2014 - Jul 2016

  • Client Support Associate for Financial Institutions, Client Operations

    Jun 2012 - Dec 2013