CEE Business Services Directory 2019 by BiznesPolska/CEE Business Media

1500+ BSCs

CEE Business Services Directory 2019 USA—Europe Tallinn Business Services Summit & Awards

Riga

Poland

Klaipeda

Vilnius

Lithuania Latvia

Tricity Szczecin

Estonia

Poznań

Warsaw

Wrocław

Łódź

Czechia Prague

Romania

Ukraine

Kiev Lviv

Ostrava Brno

Hungary

Serbia

Rzeszów

Kraków

Slovakia

Bulgaria

Kaunas

Bratislava

Kosice

Miscolc

Budapest Debrecen Subotica

Iasi Cluj Brasov Timisoara

Bucharest

Belgrade Nis

Varna

Sofia Plovdiv

www.EuropeanBusinessServices.com

CEE Business Services 2019 Directory ISSN 1643-4692

BiznesPolska Publisher: CEE Business Media sp. z o.o., sp. K. ul. M. Konopnickiej 6, Warsaw 00-491 Poland Research: Ameya Poyarekar Marketing Executive: Danuta Barnhardt Kasia Michalska (northern Poland and Scandinavia): km@biznespolska.pl President: Thom Barnhardt barnhardt@biznespolska.pl mobile: +48-508-143-963 Graphic Design/DTP: sparfianowicz.wordpress.com

Table of Contents Poland . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Lithuania . . . . . . . . . . . . . . . . . . . . . . . 48 Latvia . . . . . . . . . . . . . . . . . . . . . . . . . 54 Estonia . . . . . . . . . . . . . . . . . . . . . . . . 60 Czech Republic . . . . . . . . . . . . . . . . . . . . 62 Slovakia . . . . . . . . . . . . . . . . . . . . . . . . 71 Hungary . . . . . . . . . . . . . . . . . . . . . . . 75 Romania . . . . . . . . . . . . . . . . . . . . . . . 84 Bulgaria . . . . . . . . . . . . . . . . . . . . . . . . 93 Serbia . . . . . . . . . . . . . . . . . . . . . . . . . 96 Ukraine . . . . . . . . . . . . . . . . . . . . . . . . 97 Other Countries . . . . . . . . . . . . . . . . . . . 98 Kosovo . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98 Egypt . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

30 January 2020 Distribution: USA—Europe Business Services Summit & Awards

EBSA BiznesPolska.pl EUROPEAN BUSINESS SERVICES

ASSOCIATION

20 20 Ja n 0 -3 29

CEE Shared Services & Outsourcing Awards Gala — 31 January 2019

At the 7th annual CEE Business Services Summit and Awards, held on 30-31 January 2019 at Warsaw’s Hotel Intercontinental, 25 companies, cities and individuals were distinguished for their exceptional performance. More than 330 guests from 26 countries attended, which singled out Winners from 175 nominations.

Companies that attended included: 3M Global Service Center Poland, AB/InBev, ABB, Accenture, Adaptive SAG, AGCO Hungary Ltd., Alaris (Kodak), Alliance for Recruitment, allnex, Allnex Latvia, AmCham Slovakia, AmerSports, AON, ARC-Consulting, Arrow Services, ASPIRE, Atea Global Services, ATEA Global Services Riga, ATOS, AVIS BUDGET GROUP BSC KFT, AVON, Avvaneo, Bazaarvoice, BNP Paribas Securities Services, BNY Mellon, Booking.com Customer Service Center Lithuania, BP, Bulgarian Outsourcing Association, Business Link, Business Services Magazine, Capgemini, CBRE, CIMA, Circle K Business Centre Riga, Cisco Systems, Citibank Europe Plc, City of Bydgoszcz, City of Iasi, City of Lodz, City of Lublin, City of Lviv , City of Opole, City of Poznan, City of Riga, Cognizant Technology Solutions, Competence Call Center, Conduent, Connectis, Coty, CPL Jobs Sp, Credit Suisse, Cushman & Wakefield Polska , CzechInvest, Danske Bank, Deloitte, Dentons Business Services EMEA , Dentons/Impact, DFCG, DFDS, Digital StartUp, Digital Teammates, Digital Workforce, DNB ASA Latvijas filiale, DNB Bank ASA Latvia, Eaton Enterprises (Hungary) Kft., Electrolux AB, EPAM Systems, Inc., European Business Services Association, EVRY Latvia, ExxonMobil BSC Hungary LLC, FRISTA, Fujitsu, Gartner, German Trade and Invest, Go Vilnius , GSK Services , GTAI, Hays, Henkel Slovensko, Hitachi Vantara, HL Tech, HOA/Hungarian Outsourcing Association, HR Factory , HSBC Service Delivery (Polska), Hungary/HIPA, Ideal Standard, If P&C Insurance Latvia, Impact Advisory/ Dentons, ING Bank, InnovationDistrict – Lviv, Intetics Inc., Invest Lithuania, Invest Pomerania, IT Services Hungary, JETRO, JLL , Kinnarps, KLM, KMD, Latvia/LIAA, Luxoft, Lviv regional State Administration, Magnetic Latvia, Malecki Recruitment, Mazars, Michael Page, Moldova Investment Agency, Moneygram, MoneyGram Poland , Morgan Stanley Hungary Analytics Ltd, MSC Shared Service Center Riga, Nasdaq, National Instruments, NKT Lithuania, NLMK, Nokia, Orange Polska, Outokumpu Stainless, Page Executive, PAIH, PKP Energetyka, PwC, PwC Advisory, PwC SDC, RBS, Rekruter Magazine, Saint Gobain , SARIO, Schaeffler, SEB AB Vilnius Branch, Sii, Skanska, Softserve, Soitron, Stefanini, Swiss Re, Symphony, TCS, TechMahindra, Tele2 Shared Service Center, Telia, Torus , Transparent, UiPath, UkraineInvest, University of Krakow, Verita HR Polska, Western Union Processing Lithuania UAB, Whirlpool Company Polska, Winshuttle, Wolf Theiss

www.EuropeanBusinessServices.com

Business Centre Manager – SSC – CEE Telia (Marius Ivanauskas) Business Centre Manager – SSC – Poland Cisco Systems Poland (Ramon Tancino) Business Services Firm – the Baltics Circle K Business Centre Business Services Firm – Hungary Morgan Stanley

CSR Initiative – Poland PwC (Business vs smog)

RPA Implementation of the Year Amer Sports

Digital Services Firm – CEE Cognizant Technology Solutions

Unique Services Provider – CEE Tata Consultancy Services Ltd. Hungary Branch

Digital Services Firm – Poland EPAM Systems Dynamically Developing City – CEE Vilnius Dynamically Developing City – Poland Łódz Emerging City – CEE Riga (Latvia) Emerging City – Poland Bydgoszcz

Business Services Firm – CEE Swiss Re

Employer Branding Initiative IBM International Services Centre s.r.o. (IBM FEST Slovakia)

Business Services Firm – Poland 3M GSC Poland

HR Director of the Year Western Union (Zivile Valeisiene)

CSR Initiative – CEE EPAM Systems – eKids Belarus

New Entrant – SSC Booking.com

Unique Services Provider – Poland PwC Financial Crime Unit University–Business Cooperation The Future of Global Business Services ASPIRE & Cracow University of Economics Vibrant Workplace – CEE Danske Bank Lithuania (Danske Campus, MMM Projektai) Vibrant Workplace – Poland Aon Sp. z o.o.

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Business Centre Manager – BPO Tata Consultancy Services (Hungary) (Prabal Datta)

BPO Firm of the Year Tata Consultancy Services (Hungary)

n Ja

Final Winners 2019:

Associate Sponsors:

www.EuropeanBusinessServices.com

Poland Warsaw

General manager: Konrad Rochalski, CEO

CEE Business Services Directory

AbbVie Tel.: 22 372 78 00

BPO Asseco Business Solutions SA

BPO Accenture

Tel.: 22 702 89 00 | Business type: BPO | Services Provided: BPO/ITO | General manager: ,

Tel.: 22 349 70 00 | Business type: BPO | Services Provided: F&A BPO, Marketing BPO, IndustryAccenture Specific BPO, Application Outsourcing, Infrastructure Outsourcing | Global HQ: USA | Full Time Employees – December 2018: 700+ | General manager: Edyta Galaszewska, Managing Director, Accenture Operations Poland

BPO ArchiDoc SA (Grupa OEX) Tel.: 48 22 595 40 45 | Business type: BPO | Services Provided: Sales support, Back office & document management, E-business, Call & contact center, Non-core logistics | Date started in CEE: 1994 | Full Time Employees – December 2018: 1000 |

SSC AstraZeneca Pharma Poland

SSC Bain & Company (EMEA SSC)

Tel.: 22 245 73 00 | Business type: SSC | Global HQ: UK | General manager: Jarek Oleszczuk, CEO

BPO Atos Global Delivery Poland Tel.: +48224446500 | Business type: BPO | Services Provided: BPO:IT Services/Software Development, Data Analytics, Customer Support | Global HQ: France | Date started in CEE: 2000 | Full Time Employees – December 2018: 4614 | General manager: Matthieu Fersing, Head of Infrastructure and Data Management

SSC Avon Global Business Services Tel.: +48 22 335 05 00 | Business type: SSC | Services Provided: F&A, IT Services/Software Development, Data Analytics/Management, Customer Support/Call Centre/ Telemarketing. Global Centre of

Winner

Excellence supervising 7 operational delivery centres located across the Globe. | Global HQ: USA | Date started in CEE: 2005 | Full Time Employees – December 2018: 70+ | General manager: Dominik Kamiński, Global Process Management Lead

| Business type: SSC | Global HQ: USA | General manager: Michal Rutkowski, Manager, Regional Finance Operations

Head of Operations, Asset & Fund Services, Poland

SSC Bruker Business Support Center Tel.: 48 22 470 72 05 | Business type: SSC | Date started in CEE: 2017 | General manager: Aleksandra Stalega, Director

SSC Carlson Wagonlit HR Service Center EMEA | Business type: SSC | Services Provided: HR Services for EMEA | General manager: Krzysztof Mikstacki, Director

Business Centre Manager – SSC – Poland

Cisco Systems Poland (Ramon Tancino)

CEE

Business Services Awards

2019

www.EuropeanBusinessServices.com

2019

Poland Warsaw

Manager’s Profile

it run your tailor-made governance that is appropriately adjusted to your business. Lastly, the cost arbitrage is still a key element of the business case but this won’t last forever so plan ahead of the value proposition to your stakeholders.

Wojciech Tatys

CEE Business Services Directory

Business Excellence & Transformation Lead for EMEA/APAC, Discovery Polska, Warsaw, Poland, Parent Company: Discovery, Inc. (United States)

What is your company doing in CEE? Discovery GBS operations were set up back in 2017 in Warsaw as part of the wider transformation initiative. Having the right people at the right place at that time allowed us to well-define the GBS development roadmap with a focus on making it global, E2E and customer-oriented. It seems that we’ve done quite a good job as for the last two years we are recognized by SSON as one of the Top 20 most admired Shared Services Organizations. Our team is a mix of very talented individuals working in areas like PTP, CTC, RTR, Content Accounting, Payroll, Controllership, Technology and FP&A COE supporting the Discovery EMEA organization. Explain why your company set up operations in CEE. The media environment is a very dynamic one and the understanding of our customer business is critical for our operations. That’s why when setting up Discover GBS in Warsaw we wanted to be close to our core business. On the global Discovery map, Poland is our second biggest market after the US so keeping GBS operations close to it helps us in better understanding current business challenges and needs. At the same time, it’s a great opportunity from the people side as they are able to really “feel” our business which is GBS – the environment is priceless. How has your business changed in CEE over the last 2-3 years? And what do you foresee in the next 2-3 years? When setting up the GBS in 2017 it was all about “doing the right thing” and building the foundations of our future organization. We completed the first transition of our finance processes (PTP/CTC). With the Discovery acquisition of Scripps Networks Interactive business in 2018 we launched our global transformation programme; part of it was further growth of our GBS center. The transition of remaining processes i.e. RTR, Content Accounting or Revenue Accounting was completed in May 2019. With these processes, we may say that all the finance transition that was planned is completed and we can get started with building value to our business on top of just cost saving. We are currently finalizing our proprietary Business Excellence & Transformation methodology based on Design Thinking, TLC (TOC + Lean + Six Sigma) and Agile that will allow us to create an ecosystem for building our future intelligent operations.

RPA/Process Automation – please tell us what your company is doing in this space. What will you be doing in 2019/2020, and what impact do you expect this to have in the next 2-3 years? The RPA topic was initiated in Discovery around two years ago. The main goal was to try out this technology and see what value it may bring to operations. Since that time, we have 12 bots in the production but the further development in this area was slowed down as a conscious decision with further development to be prepared with integrated Business Excellence approach as the core of it. Right now, we have a well-stabilized GBS center so we are coming back to the RPA topic but we rather prefer to call it simply “process automation”. In the coming months it will become an integrated element of our Business Excellence & Transformation agenda, where we enable our service delivery to make the best out of it. 2-3 specific bits of advice to other firms keen to optimize their SSC/ BPO operations in CEE. Or advice to a “newcomer” considering setting up in CEE. Firstly, let’s remember that it’s all about people, no matter how advanced your technology is or will be in the near future! Your main and most important asset will be people. Indeed, the rules of the game are changing as we are currently transitioning from managing only people to the management of people and bots under one roof. We all must prepare for this revolution and with this, we should equip our employees as well. Secondly, one size doesn’t fit it all so don’t look for “copy & paste” solutions. “Best practices” are great but the whole beauty of setting up SSC/BPO operations is to make

www.EuropeanBusinessServices.com

Talent and Employment Issues. We had very dramatic growth in the last six months due to the transition - we hired about 40 people in a very short period. I must admit it was a great success as we recently completed the people placement assessment and all of the positions were filled with the right person. After this transition we grew to over 100 employees, mostly working in the finance area i.e. PTP, RTR, CTC, Content Accounting, Controllership and enabling functions like Financial Compliance or Technology support. People are always at the heart of Discovery, and to better support them we recently initiated a global HR transformation initiative to create a modern, digital workplace to enhance the way we work. Everything started with rebranding our HR to new People & Culture team, then implementing the reimagined ‘Performance Management’ where we have moved away from a year-end assessment program and into a new agile program that focuses on real time feedback. On top of it, as GBS we are working on the methodology that will support the development of the “skills of the future” required to run intelligent operations. From my own perspective I must say that the organizational culture is unique and working here is a real pleasure. Specific cost savings that your firm has achieved (or comment about other efficiencies achieved) by operating in CEE. The cost arbitrage is always at the base of any similar business case but for us it wasn’t the core one. For us it was always about the value that we deliver to the business. A great example from Discovery is that the GBS enabled the synergy between F&A, FP&A and the business that translated directly into positive financial results of the organization. An example of such synergy is the huge impact the GBS had in improving the company’s Cashflow - the key metric for our CFO. Wojtek is an enthusiast of Operational Excellence with the use of such methodologies as Lean, Six Sigma or ToC. Awarded by LEIP for a best case study of Lean Management implementation in Poland. Experienced Project and Programme Manager with a unique skill set based on PMI, Prince2 and Agile/Scrum that allows him delivering strategic transformation initiatives in a pragmatic and outcome-oriented way. Professional experience gathered in global corporations such as Hewlett Packard, Microsoft, CBRE and Discovery. Privately loves challenges and going through life with the rule that there are no limits and everything begins with the first step.

2019

Poland Warsaw

Manager’s Profile

Service and HR Payroll. For Finance alone this has helped us to save 2000 man-hours per month. In next 2-3 years we’re adding more robots and will give opportunity for our employees to focus on more complex tasks.

Artūrs Andžāns

CEE Business Services Directory

Managing Director Circle K Business Centre Riga Parent Company: Circle K Europe What is your company is doing in CEE? Circle K is a Retail company providing fast & friendly service for people on the go – we have more than 2000 stations across Europe that provide our customers with fuel and convenience goods. Circle K has two locations in Europe - in Riga and Warsaw; and five SSC’s in North America. In Riga we are a multifunctional Business Centre, providing services for Finance & Control, Logistics, IT, Customer service, Procurement, HR functions. We started back in 2012 with 35 employees. Currently Riga office has 504 FTE’s, which is the biggest office for the company Globally. For upcoming years we’re planning steady growth. Explain why your company set up operations in CEE. The main 5 reasons why Riga was chosen as Business Centre location: • Accessibility and infrastructure • Availability of skilled local resources • Language capabilities, specially Scandinavian speakers • Scalable platform for growth • Already established TOP employer brand How has your business changed in CEE over the last 2-3 years? And what do you foresee in the next 2-3 years? Circe K Business Centre has grown from a Transactional service Centre to Centre of

Iwona Dudzinska, MD, Head of AML Operations for EMEA

SSC CocaCola Poland Services Tel.: +48-22-579-6868 | Business type: SSC | Global HQ: USA | General manager: Stoyan Ivanov , Director

SSC Colgate Business Services Tel.: 22 441 20 01 | Business type: SSC | Services Provided: F&A, Customer Services, Logistics, Data Management | Global HQ: USA | General manager: Mark Wilson , Finance Director – Business Services

BPO Connectis Sp. z o.o.

2-3 specific bits of advice to other firms keen to optimize their SSC/ BPO operations in CEE. Or advice to a “newcomer” considering setting up in CEE. Advise to newcomer: Change is constant, and you need a team that loves to handle the change.

Excellence. As example: We have enlarged our scope and taken over Financial controlling tasks for all European Business Units. By doing so we have established full ownership and end-to-end responsibility for Finance & Control tasks. This has helped us to become a Centre of Excellence, and we are moving towards the concept of Business Partnering. RPA/Process Automation – please tell us what your company is doing in this space. What will you be doing in 2019/2020, and what impact do you expect this to have in the next 2-3 years? We have Improved our operations through process centralization, standardization and RPA. Currently we have 5 robots working on 31 processes in Finance, Logistics, Customer

SSC COTY POLSKA Tel.: +48 22 162-7700 | Business type: SSC | Global HQ: USA | General manager: Pawel Chroscicki , GM Eatern Europe

SSC CREDIT SUISSE (Poland) (Center of Excellence) | Business type: SSC | Services Provided: 2nd CS office after Wroclaw. F&A, HR, Procurement, Customer Service, Financial Services, Knowledge Process Outsourcing, IT Support, Reporting, Design & Publishing Services | Date started in CEE: 2015 | Full Time Employees – December 2018: 1000+ | General manager: Aneta KocembaMuchowicz , Head of CS Warsaw

SSC Danone IT Competency Center EMEA Tel.: 22 860 85 00

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Talent and Employment Issues. Circle K has 504 employees, we’ve grown steadily adding new tasks to our scope. Last year we were approximately 470 FTE’s. For the future I see it’s going to be a continuous steady growth due to increasing of the scope of activities. Employees in Riga have skills and work discipline. In combination with advanced technologies and infrastructure, this makes it a great combination for further development of GBS sector. Riga is a city yet to be discovered by GBS sector, therefore having a lot of potential. Nevertheless – we’re working hard on retaining our talent and investing a lot in people developme nt. Decrease in workforce availability is a future risk for our region. I am a part of Circle K team since 2016. Before taking the position of Managing Director I had opportunity to lead team of Operational accounting department. As well I have solid background of working for large international corporations in the telecoms and aviation industries. I hold an Executive MBA from Stockholm School of Economics in Riga.

| Business type: SSC | Services Provided: SSC: IT | General manager: Przemek Swietochowski , Director

SSC Deutsche Services Polska Tel.: 48 22 579 8985 | Business type: SSC | Services Provided: F&A | Global HQ: Germany | General manager: Anna Jankowska, Director

Michal Mlynarczyk, Managing Director

Diebold Nixdorf Global Deliver Center EMEA Tel.: +48 22 206 3599 | Services Provided: SSC | General manager: Stanislaw Burcew , IT Service Delivery Manager

DLA Piper Global Service Center Poland Tel.: +48 22 540 6800 | Business type: Other (if so, fill in next box) | Services Provided: Marketing | Global HQ: UK (London) | Date started in CEE:

2019

www.ps-bpo.com

Accounting & Payroll Process Solutions is an ex-Arthur Andersen Business Process Outsourcing (BPO) Group now operating a dynamic and rapidly expanding independent accounting business in the European region, delivering services to some of the largest international corporations in the world.

Services across Europe ■ Bookkeeping and Tax compliance ■ Statutory and International reporting ■ Shared service centre support ■ Payroll ■ Interim CFO, Chief accountant and Loan staff ■ Business planning and modelling

professionals in Central Europe multinational clients industries countries

■ Fast clean-up in accounting and tax

“Process Solutions have been providing the services for the Wizz Air Group from the start and they still do it now, 15 years later, when Wizz Air needs such services in 16 countries, has EUR 2 billion revenues and 3,500 employees, and is part of the LSE FTSE 250 index.”

Poland Warsaw

2015 | General manager: Rafal Drygala , Head of GSC

DSV ISSC

| General manager: Thomas Jansson, Prezes Zarządu DSV ISS. ,

SSC Elekta | Business type: SSC | Services Provided: SSC: F&A, HR, IT and Marketing | Date started in CEE: 2017 | Full Time Employees – December 2018: 130

EY GDS | Services Provided: BPO | General manager:

CEE Business Services Directory

FOSS Service Center

| General manager: Grzegorz Jedynak, Site Manager

SSC Goldman Sachs Technology

SSC Jones Lang LaSalle Group Services

Grant Thornton FPA Outsourcing

| Business type: CoE/GBS | Global HQ: USA | Date started in CEE: 2017 | General manager: Slawomir Soszynski, Director

Tel.: 22 205 48 00 | Business type: Hybrid | General manager: Monika Smulewicz, Managing director

SSC Groupon Shared Services Tel.: 22 397 18 14 | Business type: BSC/SSC/Captive | Services Provided: Content management, Merchant services, Robotics and Automation | Global HQ: USA | Date started in CEE: 20014 | Full Time Employees – December 2018: 964 | General manager: Dagmara Owczarska, Senior Director SSC Operations

Grupa OEX SSC HL Tech | Business type: SSC | Services Provided: SSC: IT/SoftDev | General manager: Matt Bonetti, GM

SSC ING Securities Services | Business type: SSC | General manager: Grzegorz Lisowski , Director, Head of ING Securities Services

BPO IT Kontrakt | Business type: BPO:IT | General manager: Wojciech Mach, Co-CEO

Winner

JPMorgan Poland Services

BPO Lionbridge Poland Tel.: +48 22 397 00 21 | Business type: BPO | Services Provided: IT Services/Software Development, Data Analytics/Management, R&D | Global HQ: USA | Date started in CEE: 1990 | Full Time Employees – December 2018: 665 | General manager: Marek Szul, Country Head, GDC Poland & Slovakia

Mercer Services Tel.: 22 456 40 20 | Business type: Hybrid | Services Provided: SSC | Global HQ: USA | General manager: Alma Jenkins Acosta

SSC Mettler-Toledo Tel.: 22 440 67 00 | Business type: SSC | Services Provided: SSC: F&A | Global HQ: Switzerland | General manager: Malgorzata Awdziejczyk, Head Shared Business Center

SSC MMC Group Services Tel.: | Business type: SSC | Services Provided: SSC: HR | Global HQ: USA | General manager: Marcin Tchorzewski, EMEA Head – MMC Accounting Operations

SSC MoneyGram Tel.: 22 440 6825 | Business type: SSC | Services Provided: F&A, HR, IT | Global HQ: USA | General manager: Andrzej Wilk, Senior Vice President, Shared Services

NatWest Poland | Business type: CoE (Center of Excellence) | Services Provided: AML,

CSR Initiative – Poland

PwC (Business vs smog)

CEE

Business Services Awards

2019

www.EuropeanBusinessServices.com

2019

Warsaw Poland

Radek Mierzejewski Managing Director DFDS Polska, Poznań Parent Company: DFDS A/S, Copenhagen What is your company doing in CEE? Our Poznan office started in 2013 and now employs over 200 staff covering traditional RtR, PtP, OtC and Master Data functions for the DFDS Group in 20 European countries. We also have specialist areas in Indirect Taxation, Cash Management, Self-Billing, Risk Management, Credit Control, Business Intelligence & Analytics and Continuous Improvement. We have recently expanded our Master Data function to include servicing over 10,000 product items for all the goods we sell on our ferry routes such as Copenhagen-Oslo and Newcastle-Amsterdam. Explain why your company set up operations in CEE. Centralizing our back-office operations into one location was a strategic value-add decision allowing us to standardize and harmonize, align our process to best practices and ensure high quality and efficiency. Poznan was chosen for several reasons including high quality of the education system, good level of language skills, availability of talent at competitive market rates, availability of suitable office space and Poland’s EU membership. The short distance between Poznan and Copenhagen also contributed to our decision to be here. How has your business changed in CEE over the last 2-3 years? And what do you foresee in the next 2-3 years? We have just concluded our 2-year Standardization and Harmonization program which consolidated 686 various procedures down to 164 standard operating procedures (SOPs) which are now all loaded into our Knowledge Base for easy reference and ongoing review. While I’m very proud of this result, the biggest change is in our collective mindset where we no longer view ourselves as a “cost centre”

but a “value-add centre” and an integral member of DFDS Group. That mindset has enabled us to partner across the wider group and push ourselves to find better solutions such as our very own award-winning automation and RPA. We are also pushing ahead with our Centre of Excellence mandate with our Quality Assurance drive and Performance Management Framework initiative. RPA/Process Automation – please tell us what your company is doing in this space. What will you be doing in 2019/2020, and what impact do you expect this to have in the next 2-3 years? RPA and Automation is the next value-add phase after standardization and harmonization and naturally will continue to be an area of focus for us. In addition, 2019/2020 will be especially exciting for us as DFDS Group is acquiring a new ERP system and we are playing a central role in both its testing and selection as well as implementation. Poznan office now serves as the ERP project “hub” and a focal point for a significant number of scheduled project activities. Looking at the next 2-3 years, I expect that the new ERP system will further accelerate our RPA and Automation journey and free up time for more business partnering, analysis and controlling activities. 2-3 specific bits of advice to other firms keen to optimize their SSC/ BPO operations in CEE. Or advice to a

SSC Oerlikon Business Services

“newcomer” considering setting up in CEE. SSC/BPO operations need to focus on operational excellence, knowledge hubs and innovation as traditional SSC/BPO concept of labour arbitrage is no longer a compelling business case and will continue to decline as Poland and wider CEE continue towards parity with Western counterparts. Proper strategic roadmaps are therefore critical which clearly identify core areas of competence and how these can be leveraged upon to add value and contribute to wider organizational goals and objectives. Finally, pay particular attention to hiring good leadership that will drive and execute this value-add strategy. Talent and Employment Issues. We have grown slightly in the last two years to cover business growth and acquisitions as well as expanded our Master Data to include product items. However, our actual employment levels have remained relatively stable as we continue to deliver efficiency gains and focus on value-add activities such as RPA and Automation. In terms of talent and employment issues, today’s graduates are tech savvy and are looking to make a difference. To attract, retain and keep your top talent motivated it is important to align roles and responsibilities with employees’ key strengths and interests and to have good career management framework and extensive training and development opportunities in place. Radek has over 20 years’ professional experience in financial leadership, compliance and project management gained in roles such as CFO for Australian listed companies, Founder and Managing Partner of an advisory firm and Director level positions with corporates in Europe, Australia and New Zealand. His experience includes SSC/ BPO feasibility studies and advisory assignments in Europe, a $100 million IPO on ASX and project management of a bid for BP Solar’s manufacturing facility in Sydney. Radek started his career as an auditor with PwC, is a qualified Chartered Accountant and completed his MBA through University of Otago and Copenhagen Business School.

Risk Management, | Global HQ: UK | Date started in CEE: 2007 | Full Time Employees – December 2018: 1500 | General manager: Andrzej Pacek , Head of Technology & Data

| Business type: BSC/SSC/Captive | Global HQ: Switzerland | Date started in CEE: 2019 | General manager: Jacek Bialas, Head of SSC/General Manager

BPO NGL Services

Oliver Wyman

SSC Pandora Jewelry Shared Services

SSC Oriflame Global Shared Services Finance

Tel.: +48 22 378 75 75 | Business type: BPO | Services Provided: BPO Services provider | Date started in CEE: 2018 | General manager: Paulina Bednarczyk, Group Chief Operating Officer

| Global HQ: USA | General manager: Ewa Sinicka-Plech, Human Capital Manager

Tel.: Office: +48 22 3070538

SSC PepsiCo ESSA | Business type: SSC | Services Provided: F&A | Date started in CEE: 2018 | General manager: Monika Stężewska-Kruk , Director

SSC PGNiG Serwis. Tel.: (22) 587 50 35 | Business type: SSC | Services Provided: SSC for this state-controlled energy group | General manager: Jacek Ziebacz, President of the Board

BPO Process Solutions Tel.: 22 630 86 00

2019

CEE Business Services Directory

Manager’s Profile

www.EuropeanBusinessServices.com

Poland Warsaw

| Business type: BPO | Services Provided: BPO: Bookkeeping and Tax Compliance, Statutory and International Reporting, Payroll, Shared service centre support, Interim CFO, Chief Accountant and Loan Staff | Date started in CEE: 2007 | Full Time Employees – December 2018: 50 | General manager: Steven Foster, Country Director

| Business type: BPO | Services Provided: Visual Services – PPT / Graphic Design & Print & Document Management Services | General manager: Joanna Dragun, Country Director

SSC Procter&Gamble Global Business Services

| General manager: Marcin Nowara, CFO General Delegation and Region CP EE and Turkey

Tel.: 22-590-9898 | Business type: SSC | Services Provided: IT, procurement, F&A. Warsaw GBS is 2nd biggest in EMEA region. | Global HQ: USA | Full Time Employees – December 2018: 1300+ | General manager: Emilia Burzyńska , GBS & IT Shared Services Leader for Central Europe

CEE Business Services Directory

SSC PZU Centrum Operacji Tel.: +48 (22) 582 42 28 | Business type: SSC | Services Provided: SSC

Randstad Payroll Solutons Tel.: +48 512 352 179 | Business type: Hybrid | Services Provided: HR or Payroll. Randstad Payroll Solutions (RPS) is a leading provider of payroll calculation and administration of personnel files for Client’s employees. | Full Time Employees – December 2018: 120 | General manager: Katarzyna Plucinska, Managing Director

BPO RRD Polska Tel.: 22 820 93 00

manager: Gregoire Nitot, CEO and founder

SSC SIX Global Business Services

a BPO Service provider specializing in International HR & Payroll and F&A shared services, from 7 service centers in CEE and a Europe wide network of partners | Date started in CEE: 1995 | Full Time Employees – December 2018: over 300 | General manager: Isidre Peralta , Head of Management Corporate Secretarial Services

| Business type: BPO | Services Provided: IT | General manager: Piotr Ciski

Tel.: +48 22 457 75 20 | Business type: SSC | General manager: Kamila Kujawa , Head Shared Services for Financial Reporting & Accounting

Saint Gobain

Sopra Steria

SSC TNT Express WW (Poland)

| Services Provided: BPO: IT | General manager: Marek Andrzejuk , Operations Director

BPO SAGE

SSC Samsung R&D Institute Poland

SSC Standard Chartered Global Business Services Poland

| Business type: SSC | General manager: Rowena Everson , CEO

SSC Schneider Electric – EMEA Finance Shared Services

SSC Stanley Black & Decker Inc

Tel.: +48 (22) 3145519 | Business type: SSC | Services Provided: F&A | Global HQ: Germany | General manager: Teresa Rondomańska , Director, EMEA Finance Shared Services

Tel.: +48 22 46 42 700 | Business type: SSC | Services Provided: F&A,IT | Global HQ: USA | General manager: , EMEA Business Services Director

SSC Velux Global Business Services | Business type: SSC | General manager: Jarek Wojnarowski , SSC Director

SSC Siemens

BPO Teleperformance Polska.

BPO Wipro IT Services Poland.

| Business type: SSC | Global HQ: Germany | Date started in CEE: 2015 | General manager: Piotr Pawlowski, Head of Businees Service Centre

BPO TMF Group

Tel.: 48 22 223 46 00 | Business type: SSC | Global HQ: USA | General manager: Rohit Dhir, Europe Shared Service Center Director

Winner

Tel.: (22) 456 42 00 | Business type: BPO | Services Provided: BPO: F&A, HR or Payroll. UCMS is

SSC Zoetis Polska

Digital Services Firm – Poland

EPAM Systems

CEE

Business Services Awards

2019

www.EuropeanBusinessServices.com

2019

3rd annual

BSC Charity Beach Volleyball Tournament 22 August 2019 Monta Beach Volley Club, Warsaw Charities Supported

Companies Playing

• Limited to 20 teams of 7 players each. • Companies competing must be Business Services ﬁrms (COE, SSC, GBS, BPO, ITOs) operating in Poland. • Prizes for 1st, 2nd and 3rd place winners: Trophies and 15,000pln cash donations to your Charities. Contact for more details: Danuta@biznespolska.pl Organizers

EBSA

EUROPEAN BUSINESS SERVICES

ASSOCIATION

USA—Europe Business Services Summit & Awards

www.SscVolleyball.pl

Poland Białystok

Wojciech Pandel, Shared Services Director

Białystok BIT S.A. Bialystok Branch

SSC Fiat Services Polska

Tel.: 85 875 11 00 | Business type: Hybrid | Services Provided: IT | Date started in CEE: 2010 | General manager: Zdzisław Karwowski, Chairman

Tel.: 33 813 21 00 | Business type: SSC

Quburst Poland

International Deco Logistics

| Business type: Hybrid | Services Provided: IT,BPO | Date started in CEE: 2011 | General manager: Karol Przybyszewski, Chairman

Tel.: 71 392 76 10 | Business type: Hybrid | Global HQ: Poland | General manager: Alex Frank Flamant, Prezes Zarządu

SMT Softaware – Białystok Branch

Bydgoszcz

Tel.: +48 71 769 59 00 | Business type: Hybrid | Services Provided: IT | Date started in CEE: 2000

BPO Transcom Worldwide Poland | Business type: BPO | Services Provided: Contact center | Full Time Employees – December 2018: 55 | General manager: Marek Szul, MD

CEE Business Services Directory

Borek Strzeliński

Bielsko-Biala SSC Avio

Agnat | Business type: ITO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 2001

Asseco Data System | Business type: ITO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 2016

Asseco Poland | Business type: ITO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 2010

Tel.: 33 813 40 12 | Business type: SSC

SSC Centrum Finansowo-Księgowe Grupy Zywiec. Tel.: 33 826 20 00 | Business type: SSC | Services Provided: F&A | Full Time Employees – December 2018: 154

SSC Cooper Standard Automotive Polska Tel.: 33 828 91 01 | Business type: SSC | Services Provided: F&A | Global HQ: USA | General manager:

Atos Global Delivery Center Polska Tel.: 52 589 20 00 | Business type: IT/Digital Services Provider (captive) | Global HQ: France | Date started in CEE: 2001 | Full Time Employees – December 2018: 2000 | General manager: Matthieu Fersing, Head of Global Delivery Center Poland – Infrastructure & Data Management

Winner

SSC Bank Pocztowy – Centrum Operacyjne.

SSC Centralny Ośrodek Rozliczeniowy Poczty Polskiej

| Business type: SSC | Services Provided: F&A | Global HQ: Poland | Date started in CEE: 2000

Bazy i Systemy Bankowe | Business type: ITO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 1994

BPO Bibby Financial Services Tel.: 52 582 22 23 | Business type: BPO | Services Provided: F&A | Date started in CEE: 2012 | Full Time Employees – December 2018: 10

Bonair | Business type: ITO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 2013

Business Consulting Center/SNP Poland | Business type: ITO | Services Provided: IT | Global HQ: Germany | Date started in CEE: 2018

BPO Bydgoska Grupa Telemarketingowa | Business type: BPO | Services Provided: Call Centre | Global HQ: Poland | Date started in CEE: 2007

BPO Catts | Business type: BPO | Services Provided: F&A | Global HQ: Holland | Date started in CEE: 2019

BPO Centrum Obsługi Biznesu | Business type: BPO | Services Provided: Call Centre | Global HQ: Poland | Date started in CEE: 2008

Centrum Wsparcia Innowacji | Business type: ITO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 2010

SSC Contact Centre Banku Pocztowego | Business type: SSC | Services Provided: Call Centre | Global HQ: Poland | Date started in CEE: 2015

BPO CS Group Polska | Business type: BPO | Services Provided: Call Centre | Global HQ: Poland | Date started in CEE: 2006

Deepsense.ai | Business type: ITO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 2019

Emerging City – Poland

Bydgoszcz

CEE

Business Services Awards

2019

www.EuropeanBusinessServices.com

2019

Bydgoszcz Poland

Manager’s Profile

2-3 specific bits of advice to other firms keen to optimize their SSC/ BPO operations in CEE. Or advice to a “newcomer” considering setting up in CEE. • Establish a strong management team early in the process • Hire experienced HR leads to navigate local regulation • Focus on staff engagement

Managing Director – Gdansk Office Site Lead State Street Bank (Krakow & Gdansk) Parent Company: State Street Corporation, Boston, Massachusetts

What is your company doing in CEE? Since our entry into the European market in 1970, State Street has built a strong presence in the region and today has approximately 10,000 employees throughout Europe, the Middle East and Africa. Our local expertise enables us to offer clients a complete range of financial services across the investment spectrum. Since establishing our Kraków operation in 2007, we’ve grown rapidly and now employ more than 5,000 professionals in two locations – Kraków and Gdansk. Our employees provide a range of complex investment servicing solutions including end-to-end investment fund accounting, derivatives processing, securities valuation, financial reporting, hedge fund administration, middle-office support, transfer agency, private equity and real assets, enterprise risk management, anti-money laundering (AML), and investment compliance. Explain why your company set up operations in CEE. In 2007, we established our first office in Kraków, Poland in order to: • Expand support for European-based clients by building scope, scale and revenues outside the US • Implement client service enhancements by standardizing our global operating model In advance of entry to Krakow and the more recent Gdansk office launch, State Street performed an extensive regional analysis of potential locations. Both Poland locations were evaluated against criteria such as real estate, infrastructure, market competition, the availability of potential workforce and access to well-educated university candidates. Political and economic stability were other key factors that influenced the decision making process.

How has your business changed in CEE over the last 2-3 years? And what do you foresee in the next 2-3 years? The range and complexity of services has increased, while low-complexity activities have been transferred to Asia. To highlight the continually increasing complexity of roles in Poland, we welcomed the addition of State Street Global Advisors, the asset management business of State Street Corporation, in 2018. This represents the first front office investment management roles for State Street in Poland. We foresee the trend of increased complexity to continue with more focus on operating model transformation and client facing roles in the coming years. RPA/Process Automation – please tell us what your company is doing in this space. What will you be doing in 2019/2020, and what impact do you expect this to have in the next 2-3 years? State Street has numerous transformation projects being driven from its Poland locations. These initiatives are aimed at identifying and executing opportunities for process improvement through automation and digitization. Robotics is a key element of the transformation exercise and we expect the program to continue for the foreseeable future as we continue to identify new opportunities.

Talent and Employment Issues. In its first 10 years of operation in Poland, State Street has dynamically grown from 72 employees in 2007 to 3500 in 2017. Aided by expansion of the Gdansk office (opened in 2016) and a fourth office in Krakow (opened in 2018), the company currently has more than 5,000 employees in Poland. There are many impressive things about the local workforce including a very strong work ethic, excellent language skills, a desire to succeed, and high levels of education and ambition. Specific cost savings that your firm has achieved (or comment about other efficiencies achieved) by operating in CEE. Aligned with the company value of “Always Finding Better Ways”, State Street in Poland has established a culture of innovation, collaboration and strong change management. This has supported us annually in achieving a 10 percent efficiency target. Additionally, following the introduction of hot-desking and flex-work arrangements, State Street has increased its office capacity by 15 percent in Poland. Alex began his career at State Street in Boston over 20 years ago and has since held managerial and leadership positions in a number of international locations including Cape Town, London and Krakow. After seven years in Krakow, Alex relocated to Gdansk to lead the opening of the new office location in January, 2016. As the general manager in Gdansk, he provides local oversight and governance over the Gdansk management team, support and corporate functions, as well as representing State Street in local market forums, universities and business associations.

BPO Eniro Polska

Eximo Project

Galactica

Huuuge Games

| Business type: ITO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 2005

| Business type: ITO | Services Provided: IT | Global HQ: Germany | Date started in CEE: 2014

Ericsson

SSC Frosta

BPO Great Call

iQor

| Business type: ITO | Services Provided: IT | Global HQ: Sweden | Date started in CEE: 2015

| Business type: SSC | Services Provided: F&A | Global HQ: Germay | Date started in CEE: 2018

| Business type: BPO | Services Provided: Call Centre | Global HQ: Poland | Date started in CEE: 2017

2019

www.EuropeanBusinessServices.com

CEE Business Services Directory

Alex Ticehurst

Poland Bydgoszcz

CEE: 1997 | General manager: Marek Kantowicz,

Macrologic | Business type: ITO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 2013

BPO MakroMedia | Business type: BPO | Services Provided: Call Centre | Global HQ: Poland | Date started in CEE: 2002

CEE Business Services Directory

BPO Mediasystem | Business type: BPO | Services Provided: Call Centre | Global HQ: Poland | Date started in CEE: 2001

MeeLogic | Business type: ITO | Services Provided: IT | Global HQ: Germany | Date started in CEE: 2018

MSG Media

SSC Oponeo

SSC PZU

Sunrise System

Tel.: 52 308 20 14 | Business type: SSC | Services Provided: F&A | Global HQ: Poland | Date started in CEE: 2012

RevDeBug

SSC Oponeo Brandhouse

| Business type: ITO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 1995

| Business type: ITO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 2017

S.O.S. Wesołowscy

| Business type: SSC | Services Provided: Call Centre | Global HQ: Poland | Date started in CEE: 2010

SDL

BPO Ovista Group

SuperControl | Business type: ITO | Services Provided: IT | Global HQ: UK | Date started in CEE: 2015

SSC PGE Systemy

| Business type: SSC | Services Provided: IT | Global HQ: Poland | Date started in CEE: 2017

Sii

Teldat

SSC PKP Cargo Centralne Biuro Rozrachunków

| Business type: ITO | Services Provided: IT | Global HQ: France | Date started in CEE: 2018

Tel.: 52 341 97 00 | Business type: ITO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 1996

| Business type: BPO | Services Provided: Call Centre | Global HQ: Poland | Date started in CEE: 2011

| Business type: SSC | Services Provided: F&A | Global HQ: Poland | Date started in CEE: 2001

Postdata | Business type: ITO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 2002

| Business type: ITO | Services Provided: IT | Global HQ: Poland | Date started in

Winner

Slican | Business type: ITO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 1992

T4 Rafał Kolano | Business type: ITO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 2011

Vibrant Workplace – Poland

Aon Sp. z o.o.

CEE

Business Services Awards

2019

www.EuropeanBusinessServices.com

2019

Chorzów Poland

| Business type: ITO | Services Provided: IT | Global HQ: Germany | Date started in CEE: 2015

BPO Unicall | Business type: BPO | Services Provided: Call Centre | Global HQ: Czech | Date started in CEE: 2010

UniDOC | Business type: ITO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 2011

Dabrowa Górnicza SSC ArcelorMittal Shared Services Centre Europe Tel.: + 48 327772558 | Business type: SSC | Services Provided: F&A, Data Analytics/Management, Legal Services | Global HQ: India | Date started in CEE: 2008 | Full Time Employees – December 2018: 600 | General manager: Edwin Bennaars, Head of Shared Services Centre Europe

Vivid Games

SSC DHL Logistic

| Business type: ITO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 2012

| Business type: SSC | Services Provided: Logistic Outsourcing | Full Time Employees – December 2018: More than 200

Zakład Informatyki Stosowanej

BPO Wipro

| Business type: ITO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 2001

| Business type: BPO | Services Provided: Finance, Accounting Outsourcing | Full Time Employees – December 2018: 140 | General manager: T K Kurien, CEO &Member of the Board, Wipro Ltd.

Chorzów BPSC

Elblag

BPO BSS Polska Sp. z o.o.

BPO Best S. A.

| Business type: BPO | General manager: Karol Ptasznik, President of the Board

| Business type: BPO/Call Center

BPO OEX Group | Business type: BPO

Possible

Ciechanów BPO Contact Center sp. z o.o. | Business type: BPO | Services Provided: Telesales, sales support, databases, call centre, | Date started in CEE: 1999 | Full Time Employees – December 2018: In Poland: 5915 | General manager: Jakub Kłoczewiak, President of the Management Board

Czestochowa

SSC TRW Automotive

ADVA Optical Networking

Czosnów Soudal Sp. z o.o.

SSC AirHelp Poland

Tel.: 22 785 90 40 | Business type: Hybrid | Global HQ: Belgium | General manager: Piotr Drzewowski, Prezes

Tel.: +48 22 307 1042 | Business type: SSC | Global HQ: USA | Date started in CEE: 2013 | General manager: Natalia Laskowska , VP of Operations

BPO Alexander Mann Solutions | Business type: BPO | Global HQ: UK | Date started in CEE: 2015

2019

Amazon Development Center in Gdansk

Atena Usługi Informatyczne i Finansowe

| Business type: R&D | Global HQ: USA | Date started in CEE: 2012

| Business type: IT | Global HQ: Poland | Date started in CEE: 1991

SSC APL Poland

BPO Ausy

| Business type: SSC | Global HQ: SG | Date started in CEE: 2015

SSC Arla Global Financial Service Centre. Tel.: 58 763 84 00 | Business type: SSC | Services Provided: F&A, HR, Global Master data, procurement, tax, internal control | Global HQ: Denmark | Date started in CEE: 2008 | Full Time Employees – December 2018: 330+ | General manager: Artur Swieton, Director, Global Shared Services

SSC Bank BPH/GE Capital | Business type: SSC | Services Provided: Finance | Date started in CEE: 1997 | Full Time Employees – December 2018: 2900

Banqsoft Tel.: 58 683 40 40 | Business type: IT | Global HQ: Norway | Date started in CEE: 2014

Benetel | Business type: R&D | Global HQ: Ireland | Date started in CEE: 2017

Boeing Global Services DS&A Lab Gdansk | Business type: R&D/Hybrid | Services Provided: designing Research Platforms, Product Concepts & New Products. | General manager: Lukasz Stankiewicz , Manager

SSC Arrow Services

BPH

| Business type: Operations | Global HQ: USA | Date started in CEE: 2013

Arrow Services | Services Provided: Tomasz Bortlisz | Global HQ: USA | Date started in CEE: 2017

BPO Asseco Data Systems Tel.: 58 740 40 00 | Business type: BPO | Services Provided: IT services | Date started in CEE: 1991 | Full Time Employees – December 2018: 1000

CEE Business Services Directory

Terra Computer

Ciklum | Business type: IT | Global HQ: Denmark | Date started in CEE: 2015 | General manager: Yana Shaydyuk, Operational Director.

BPO Cognizant Technology Solutions Tel.: 58 585 20 00 | Business type: BPO | Services Provided: provider of consulting, information technology and business process services. | Global HQ: USA | General manager: Dariusz Bazeli

DGC Polska | Business type: IT | Services Provided: Our Clients are mainly Swedish

www.EuropeanBusinessServices.com

Poland Gdańsk/Gdynia

governmental institutions and private businesses. | Global HQ: Sweden | Date started in CEE: 2016

SSC DNV GL – Global Centre Shared Services FIN

SSC Marine Harvest

| Business type: SSC | Global HQ: Norway | Date started in CEE: 2017 | General manager: Ireneusz Truszkowski , General Manager

Intel Technology Poland Gdansk

Evatic | Business type: IT | Global HQ: Norway | Date started in CEE: 2012

SSC Federal Mogul | Business type: SSC | Global HQ: USA | Date started in CEE: 2016

SSC DNVGL Poland Sp z o.o.

Finastra Software Solutions

| Business type: SSC | Global HQ: Norway | Full Time Employees – December 2018: 556 | General manager: Henrik Bach, Director

| Business type: IT | Global HQ: USA | Date started in CEE: 2012 | Full Time Employees – December 2018: 200

BPO Dom Finansowy QS

DXC Technology (formerly Luxoft)

CEE Business Services Directory

IHS Markit

| Business type: IT | Global HQ: BE | Date started in CEE: 2016

| Business type: BPO | Global HQ: France | Date started in CEE: 2012

Tel.: 58 000-00-00 | Business type: IT | Global HQ: USA | Date started in CEE: 2013

Dynatrace Polska | Business type: IT | Global HQ: USA | Date started in CEE: 1998

Eaton Electric | Business type: R&D | Global HQ: USA | Date started in CEE: 2005

SSC Eltel Networks Polska | Business type: SSC | Global HQ: Sweden | Date started in CEE: 2016

SSC Energa Centrum Usług Wspólnych Tel.: +48 58 771 86 01 | Business type: SSC | Services Provided: SSC for this government-controlled energy company, serving 8500 employees and 7 subsidaries: F&A, HR, Procurement | Date started in CEE: 2011 | Full Time Employees – December 2018: 330 | General manager: Katarzyna Dąbrowska, CEO of Energa CUW

Ensono

Fineos Software Service Centre

Gibbs Hybrid | Business type: IT | Global HQ: Ukraine | Date started in CEE: 2005

| Business type: IT | Global HQ: USA | Date started in CEE: 2017

BPO HK Finance

BPO EPAM Systems (Poland) Sp. z o.o.

| Business type: BPO | Global HQ: Poland | Date started in CEE: 2005

Eurofins Digital Testing

SSC HMS Assistance Tel.: 58 742 21 70 | Business type: SSC | Global HQ: Poland | Date started in CEE: 2017

Holte Software | Business type: IT | Global HQ: Norway | Date started in CEE: 2012

SSC Ergo Hestia (Call Center)

Humax

| Business type: SSC | Global HQ: Germany | Date started in CEE: 1998

| Business type: Hybrid | Services Provided: R&D | Date started in CEE: 2005 | Full Time Employees – December 2018:

www.EuropeanBusinessServices.com

BPO Intitek Poland Tel.: 53 689 8878 | Business type: BPO | Services Provided: ITO and IT testing | Global HQ: France | Date started in CEE: 2014

SSC Metsä Group Services

BPO Itmagination

SSC Nordea IT Centre

Tel.: 22 654-40-60, 723-988-881 | Business type: BPO | Services Provided: providing professional software development services, data analytics and outsourcing solutions | Global HQ: Poland | Date started in CEE: 2017

SSC Jeppesen by Boeing

BPO Manpower Group Solutions Tel.: 58 350 61 48 | Business type: BPO | Global HQ: USA | Date started in CEE: 2015

SSC Nordic Services (Vistra)

SSC OIE Support (Laureate Online Education) | Business type: SSC | Services Provided: Call center for US group Online Interactive Education. Support functions that operate from Gdansk include A/R, Collections, Registrar, Product Development, Student Support and Transcript Evaluation. | Global HQ: USA | Date started in CEE: 2012 | Full Time Employees – December 2018: 150

BPO PGS Software Tel.: 71 798 26 92 | Business type: BPO | Services Provided: IT outsourcing | Global HQ: Poland | Date started in CEE: 2014

2019

1st annual

Tricity BSC Charity Beach Volleyball Tournament 29 August 2019, Gdańsk

• Limited to 12 teams of 7 players each. • Companies competing must be Business Services ﬁrms (COE, SSC, GBS, BPO, ITOs) operating in Poland. • Trophies awarded to Top 3 Winners: Trophies and 6,000pln cash donations to Winning Company’s Charity. Contact for more details: Kasia Michalska (km@biznespolska.pl) Organizers

EBSA

EUROPEAN BUSINESS SERVICES

ASSOCIATION

USA—Europe Business Services Summit & Awards

www.SscVolleyball.pl

Poland Gdańsk/Gdynia

Manager’s Profile

Agnieszka Moszyńska

CEE Business Services Directory

Site Manager Groupon Shared Services Katowice Parent Company: Groupon Inc. (USA)

What is your company doing in CEE? Groupon started investments in Poland in 2014, while opening its first SSC site in Warsaw. In 2017 second location was opened in Katowice with its further expansion in 2018. Operations delivered by two centers are highly specialized services supporting Groupon in 15 markets worldwide (EMEA, North America, APAC) including Customer Service, Merchant Services, Editorial (content management), centralized back-office functions for Goods and Getaways business lines, Marketing Support, Accounting, Tech & Automation. In 2019 employment reached over 1000 people for both sites. Explain why your company set up operations in CEE. Among all, primary factors to establish a presence in CEE included access to highly motivated, qualified talent pool with language proficiency, self-development mindset and focus on further expanding areas of competence. Convenient geographical location was also perceived advantageous. Board decision was based on proven track record with the sales teams operating in Poland. How has your business changed in CEE over the last 2-3 years? And what do you foresee in the next 2-3 years? Our area of focus included streamlining and simplifying the business. We were seeking process and operational efficiency improvements but also investments in advanced technology solutions to keep momentum moving. Currently Groupon’s Global Operations is focused on operational excellence utilizing automation technology and identifying opportunities to further engage the customer. These efforts shall lead to a fully optimized customer and merchant experience. RPA/Process Automation – please tell us what your company is doing in

SSC PPG Coatings Poland

Tel.: 5 87 74 99 00 | Business type: SSC | Global HQ: USA | Date started in CEE: 2013 | General manager:

this space. What will you be doing in 2019/2020, and what impact do you expect this to have in the next 2-3 years? Groupon has made a significant investment into RPA by building its own RPA platform instead of investing into COTS solutions. Thanks to that we are offering more flexible and tailored solutions to our internal business partners. Our primary goal is to remove inefficiencies in existing business processes, as well as free up employees time and let them focus on value work. In the next 2-3 years we aim to expand our platform even further to let users decide on certain aspects of automated solutions for the sake of flexibility, but also explore integrating AI capabilities into RPA. 2-3 specific bits of advice to other firms keen to optimize their SSC/ BPO operations in CEE. Or advice to a “newcomer” considering setting up in CEE. • Remember people are the biggest assets, hence take care of employee satisfaction from day 1. Also, engage people and you will see better results. • Proactively seek out opportunities for continuous improvements giving careful consideration to a technology enablers being a pillar of SSC. Talent and Employment Issues. Currently we have more than 1000 people in various roles from specialist through pro-

Darek Winski , Management Board

www.EuropeanBusinessServices.com

fessional to people manager. The number of people hired in the last two years has grown significantly, over 35% while the attrition remains very low. Groupon is focused on driving customer experience by improving its operational efficiency, so looking for new opportunities to increase it GROUPON decided to move some competencies to Poland where the domestic labor market could provide us with highly qualified, educated employees while keeping the competitive costs of hiring. We expect to grow up to 10% of current hiring level until the end of 2019. GRP is the first place of professional work for the majority of our employees. More than 30% of them have changed their roles internally during the year, having great career opportunity to test themselves in various tasks and positions - both horizontally as well as vertically. We have created the effective internal talent marketplace focused on building opportunities to grow and we engaged our employees to own an individual’s career by her/himself as we prefer the ‘grow’ model than ‘buy’ when thinking about the acquisition of competencies from the market. This links greatly with the need of current workers generations who expect the diversity and flexibility at work in a few dimensions, where the individual development is one of the ‘hottest’ pointed out in the research. We want them to ‘think Groupon first’ when considering next move in their career. A somewhat more challenging task is to gain experts for the roles of professionals. in turn, these people are attracted to us with a real opportunity to influence processes and shape the reality of how we want to be perceived by customers and partners. Specific cost savings that your firm has achieved by operating in CEE. The primary focus of Groupon operations is to deliver the highest quality and ensure environment for continuous process improvements. We are therefore proud to have obtained greater transparency across our business lines allowing best solutions and practices to be identified and applied. Strong business expertise in SSC industry; Focused on operational excellence and service enhancements; Professional with +10 years of experience including international assignments.

Qloc

Quad Graphics

| Business type: IT | Services Provided: Polish company supporting game developers and publishers all over the world, such as: Warner Bros. Interactive, Bandai Namco Entertainment, Capcom, Six Foot and IO Interactive | Global HQ: Poland | Date started in CEE: 2018 | General manager: Adam Piesiak , President

Tel.: 665-061-037 | Business type: IT | Global HQ: USA | Date started in CEE: 2016

Renau Business Software Tel.: 58 732 18 37 | Business type: IT | Services Provided: SoftDev | Global HQ: USA | Date started in CEE: 2014

2019

Gliwice Poland

BPO Sutherland Global Services

SSC Unifeeder

| Business type: SC | Services Provided: IT, F&A, PMO, HR, Real Estate | Global HQ: Japan | Date started in CEE: 2017

| Business type: BPO | General manager: Sebastian Kamasz , Manager of Operations

Santander Services (Geoban) | Global HQ: Spain | General manager: Anna Round

Scalac Tel.: 730 030 492 | Business type: IT | Services Provided: Software House specialising in Scala, Akka and Spark technologies. Together with Front-End and Mobile, providing full-stack solutions. | Global HQ: Poland | Date started in CEE: 2014

Schibsted Tech | Business type: IT | Services Provided: teams in Gdansk work mostly with Swedish and Norwegian start-up companies, especially within e-commerce, as well as Scandinavian news media. | Global HQ: Norway | Date started in CEE: 2014 | General manager: Katarzyna Kowalczyk , Country Manager

Signia Media Technologies (former Adtoma) Poland | Business type: IT | Global HQ: Sweden | Date started in CEE: 2015

BPO Sii Gdansk Tel.: 58 321 78 00 | Business type: BPO | Services Provided: IT | Global HQ: France | General manager: Alicja Sawicka , Recruitment & HR Manager

Solwit

SSC Swarovski Global Business Services | Business type: SSC | Services Provided: F&A | Date started in CEE: 2017 | General manager: Wojciech Krygowski, Managing Director

TF Bank Tel.: 58 881 31 01 | Business type: IT | Global HQ: Sweden | Date started in CEE: 2015 | General manager: Wojciech Drozd , Director

BPO thyssenkrupp GdaĹ„sk | Business type: BPO or ITO provider (external services) | Global HQ: Germany | Full Time Employees – December 2018: 420 | General manager: Mirta Hegedusic, CFO

Tel.: 58 770 34 90 | Business type: IT | Services Provided: Solwit develops and tests IT solutions and provides software-related services for clients in various industries. | Global HQ: Poland | Date started in CEE: 2012 | Full Time Employees – December 2018: 50 | General manager: Leszek Pankiewicz, president

SSC Staples Solutions

BPO Transcom Worldwide Poland

2019

SSC thyssenkrupp Group Services Gdansk

Travactory | Business type: IT | Services Provided: developing primary Flight Search products, with compatible, complementary services such as hotel reservations, car rental, tourist guides. | Global HQ: Holland | Date started in CEE: 2010

United Technologies (UTC Fire & Security Polska) Tel.: 58 301 38 31 | Business type: IT | Services Provided: SSC primarily for IT/Digital services | Global HQ: USA | Date started in CEE: 2002

SSC UST-Global

– December 2018: 550 | General manager: Jaroslaw Czaja

Jiffy Packaging Neubloc S&T

SAP

UXPin

TRW Automotive

| Business type: Hybrid | General manager: ,

Wirtualna Polska | Business type: IT | Global HQ: Poland | Date started in CEE: 2001

BPO WNS Global Services (UK) Ltd. Tel.: 58 772 98 02 | Business type: BPO | Global HQ: UK | General manager: Jakub Socała , Managing Director

Gliwice Comarch | Global HQ: Poland

SSC Tenneco | Business type: SSC | Services Provided: R&D | Global HQ: USA | Full Time Employees – December 2018: 100

Vattenfall IT Services Wasko | Business type: Hybrid | General manager: Wojciech Wajda, President of the Board

XSolve

AC Project

CEE Business Services Directory

Ricoh Business Service Centre

BPO Accenture IT | Business type: BPO | Services Provided: IT, SoftDev, system integration. | Global HQ: USA

ADB BPO Alan Systems | Business type: BPO | General manager: Sylvia Mazurek, Marketing Specialist

BPO Alba Polska | Business type: BPO | General manager: Krzysztof Gruszczynski, President of the Board, Country Manager

BPO Aldec ADT | Business type: BPO

Altium IT. | Business type: ITO

www.EuropeanBusinessServices.com

Poland Katowice

Manager’s Profile

“newcomer” considering setting up in CEE. • Make sure you have a mature workplace with mature and outcome driven teams. • You can expect big things, while allowing innovation and ownership space for service/delivery.

Piotr Jankowski Head of Poland GDC (Lodz) Fujitsu Global Delivery Center Poland Parent Company: Fujitsu (Tokyo)

CEE Business Services Directory

Please provide a few sentences about what your company is doing in CEE? The Global Delivery Center (GDC) Poland, located in Lodz and Katowice, employs specialists within seven business lines/hubs: Digital Research & Development and Business Innovation, Application Services, Intelligent Enterprise and ERP, Hybrid Infrastructure, Network and Security Services, Digital Workplace Services, BPO, Service Management Integration Service Desk. Fujitsu started business services operations in CEE in 2009. Explain why your company set up operations in CEE. Launching additional locations for Fujitsu in CEE locations for Fujitsu in CEE is a reflection of the company’s great performance and results delivered in this region. We have analyzed different countries and their sizes, employment markets and business pros and cons sizes -- in CEE we have found highly qualified employees with language and IT/technical skills. Poland, as the biggest economy in the CEE region, combined with the largest talent pool, brings substantial opportunities for further growth of the GDC. The Poland GDC is a strategic business development center in Europe for Fujitsu as a whole. The fundamentals for sustainable growth in CEE are strong. Poland is ultra--competitive due to a combination of 3 factors: high quality of human capital, competitive labor costs, full openness to trade and investment as well as transparency and cultural proximity. How has your business changed in CEE over the last 2-3 years? And what do you foresee in the next 2-3 years? During the last 2-3 years we have matured the whole IT lifecycle of services with R&D at its core, which is being leveraged by global companies and all regions. At Fujitsu, we

BPO Arvato Polska | Business type: BPO

BPO Asseco Systems | Business type: BPO | Services Provided: R&D | Date started in CEE: 1994 | Full Time Employees – December 2018: About 44

Barona

SSC Bombardier Shared Services Tel.: 32 730 50 00

have formed a global hubs organization where Poland leads Service Desk & Service Management Global, and also Digital R&D and Business Innovation Global Hub for the whole organization. In the future, the company plans to move up the maturity scale in terms of employment structure and service delivery. RPA/Process Automation – please tell us what your company is doing in this space. What will you be doing in 2019/2020, and what impact do you expect this to have in the next 2-3 years? We are building up the RPA capability within our GDC focusing on the key technologies focusing on the key technologies available in the market. The main engagement focuses on internal processes and GDC improvement initiatives with a potential growth to our external customers, through our Regions. Internally, the key focus is to elevate staff engagement, allow them to shift responsibilities to more advanced tasks, leaving the repetitive and clickable duties to the robots, independent of the platform on which they are built. For the external customers, we are planning to build a Center of Excellence (CoE) team that is scalable, capable and devoted to deliver consultancy, and end-to-end support outside the company. 2-3 specific bits of advice to other firms keen to optimize their SSC/ BPO operations in CEE. Or advice to a

BPO CapGemini Polska sp.z o.o. Tel.: (32) 769 30 00 | Business type: BPO | Services Provided: F&A, IT Services/Software Development, HR or Payroll, Data

www.EuropeanBusinessServices.com

Talent and Employment Issues. Due to high demand for talent and a number of investors growing YoY, the labor market becomes more and more difficult; employers and employees need to remain at sync in regards to achieving business objectives each year. That is why talent retention is key. These strategies aren’t only related to salary packages but with the type of activities offered to employees such as using top technologies or stimulating and innovative customer projects. Making sure our employees are keen in working with us for a long--term period; it’s also about the work environment and the corporate philosophy. In a fast-paced labor market, the new generations of employees want to know that they create a difference in their companies. That is why we are a people based business with trust at the heart of our value system, using methodologies such as Agile and Sense & Respond to empower our employees to have a say in how we deliver our services. It is also why we’re very much invested in our Responsible Business program, offering our staff the opportunity to contribute to society and have a balanced work life. Graduate of the Technical University of Lodz, International Faculty of Engineering and the School of Economics in Warsaw. I began my career in 2004 and have worked in manufacturing, marketing and IT as Production Director, IT Business Development and IT Project Management. Joined Fujitsu in 2011, from 2013 I was responsible for launching and leading RIM in Poland, from November 2015 -- Head of Poland GDC. In this role I am responsible for 7 different Lines of Business/ Hubs: Service Management, Integration & Service Desk, Workplace Services, Hybrid Infrastructure, Network and SOC Services, Enterprise & ERP Services, Application Services, Digital R&D and Business Process Outsourcing. From 2018 I am leading 2 Global Hubs across our global organization: the Digital R&D and Industry Services Hubs.

Analytics/Management, Logistics/ Supply Chain, Customer Support/ Call Centre/Telemarketing, R&D, Legal Services | Global HQ: USA | General manager: Marcin Nowak, Delivery Centre Director CEE; Head of Global Distributed Smart Services

BPO COIG S.A | Business type: BPO | General manager: Pawel Kuch, President of the Board

Cshark BPO CYCLAD Polska Sp. z o.o. Tel.: 32 746 30 00

2019

Katowice Poland

FlightScope

Keywords Studios

BPO Deloitte BPO

Fujitsu Services

Knauf

| Date started in CEE: 2018

SSC Diebold Nixdorf R&D 2011 250-500 Design and development of applications for payment systems and security technologies.

SSC GDF Suez – Tractebel Engineering S.A. Tel.: 32 358 88 88 | Business type: SSC | Global HQ: France | General manager: Jolanta Okroska, Marketing

Grant Thornton | Date started in CEE: 2018

SSC Guardian

| Business type: SSC | Services Provided: payment systems and security technologies. | Global HQ: USA

| Business type: SSC | Services Provided: F&A, | Global HQ: USA

SSC DisplayLink

HireRight

Kroll Ontrack | Global HQ: USA

SSC Mentor Graphics

Huawei

SSC Dunlop Conveyor Belting

BPO IBM

NetGuru

Tel.: +48 32 661 04 80 | Business type: SSC | Services Provided: F&A, IT Services/Software Development, HR or Payroll, Logistics/Supply Chain, Customer Support/Call Centre/ Telemarketing | Global HQ: USA | Date started in CEE: 2014 | General manager: Maciej Wyrzykowski, Marketing Coordinator

| Business type: BPO | Services Provided: solutions for the ‘hybrid cloud’, mobile services, big data, business analysis, digital security, and cognitive solutions | Global HQ: USA | Date started in CEE: 2013 | Full Time Employees – December 2018: 250500 | General manager: Ales Bartunek, General Director for Poland and Baltic States

Dywidag International Systems EPAM | Date started in CEE: 2018

SSC Eurofins | Business type: SSC | Services Provided: F&A, payment systems and security technologies.

EUVIC SSC FIAT Services Polska | Business type: SSC

2019

Honeywell | Global HQ: USA

SSC ING Services Poland Tel.: 32 357 3019 | Business type: SSC | Services Provided: IT, CS, R&D | Date started in CEE: 2003 | Full Time Employees – December 2018: 500-1000

Neubloc BPO NGA Human Resources BPO 2007 250-500 Services relating to staff and payroll outsourcing, HR advice, and IT system integration for HR. | Business type: BPO | Services Provided: Services relating to staff and payroll outsourcing, HR advice, and IT system integration for HR.

| Full Time Employees – December 2018: 500 | General manager: RICHARD EDWARD MCMORRIS, CZŁONEK ZARZĄDU

SSC PwC Service Delivery Center | Business type: BSC/SSC/ Captive | Services Provided: The company provides support services in the core PwC business areas: assurance (audit) and tax. | Global HQ: N/A | Date started in CEE: 2009 | Full Time Employees – December 2018: December 2018 â€“ 1870 FTE | General manager: PaweĹ‚ Mleczko, Managing Director

Randstad Polska sp. z o.o. (Katowice) | Business type: Hybrid | General manager: Anna Maksymowicz, Professional Branch Manager

relayr (Proximetry Poland) | Business type: ITO | Services Provided: SoftDev, IoT

SSC Northgate Arinso

SSC Rockwell Automation

ista

IT Kontrakt

Onwelo

itelligence

| Business type: ITO | Services Provided: SoftDev

Sapiens International Corporation

ITI Neovision

Oracle

| Business type: ITO | Services Provided: SoftDev, IoT

intive

| Date started in CEE: 2018

Jamf | Date started in CEE: 2018

BPO JCommerce | Business type: BPO | Services Provided: IT | Full Time Employees – December 2018: 400

SSC Katowicki Holding Weglowy Tel.: 32 757 3069 | Business type: SSC | Services Provided: F&A, HR, IT, CS | Date started in CEE: 2012 | Full Time Employees – December 2018: 250-500

CEE Business Services Directory

| Business type: BPO | Services Provided: IT | Date started in CEE: 2008 | Full Time Employees – December 2018: &lt;100

SSC SGS Orange | Date started in CEE: 2018

| Business type: SSC

BPO Sii

| Business type: ITO | Services Provided: SoftDev | Full Time Employees – December 2018: 200

Perform Media Polska Sp z o. o.

SMS Metallurgy

Perform Group

Tel.: +48 (32) 797 19 48 | Business type: Hybrid | Services Provided: IT Software | Date started in CEE: 2011

www.EuropeanBusinessServices.com

Poland Kielce

Senior Finance Operations Manager (R2R)

BPO Sopra Steria IT | Business type: BPO | Services Provided: IT, SoftDev.

BPO Steria

BPO Teleperformance | Business type: BPO | General manager: ,

CEE Business Services Directory

UPC | Date started in CEE: 2018

Vattenfall IT Services

BPO Centrum Systemów Komputerowych ZETO SA

SSC Webanywhere

BPO Comarch S.A.

BPO ACS Xerox

| Business type: BPO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 2015

| Business type: BPO | Services Provided: BPO | Global HQ: USA

BPO ZETO Katowice

Kielce BPO Altar Sp. z o.o.

| Business type: Hybrid | Services Provided: Financial and accounting services, payroll.

TÜV Rheinland

| General manager: Przemyslaw Siuda

SSC Wincor Nixdorf

| Business type: BPO

TMF Group

3di Information Solutions

Tel.: 41 364 22 00 | Business type: BPO | Services Provided: IT | Date started in CEE: 2002 | Full Time Employees – December 2018: 70

| Business type: Hybrid | Global HQ: USA

| Business type: Hybrid

Kraków

Tel.: 32 630 41 37 | Business type: SSC | Services Provided: SoftDev; Elearning | Date started in CEE: 2012 | Full Time Employees – December 2018: &lt;100

Tenneco Timken

BPO Biurex | Business type: BPO | Services Provided: F&A, HR and payroll services | Date started in CEE: 1991 | Full Time Employees – December 2018: 40

| Business type: SSC | Services Provided: Helpdesk , Call Center, Oprogramowanie dedykowane realizowane na zamówienie , Outsourcing IT | Full Time Employees – December 2018: | General manager: Jarosław Ambroziak, President

SSC PKP Informatyka | Business type: SSC | Services Provided: IT | Date started in CEE: 2014

BPO Telbridge Sp. z o.o. Tel.: 22 420 56 60 | Business type: BPO

Winner

SSC Kolporter INFO SA

BPO Transition Technologies – POLAND SOLUTION CENTER Tel.: +48 41 24 97 880 | Business type: BPO | Services Provided: IT | Date started in CEE: 2014 | Full Time Employees – December 2018: 100

BPO Affiliated Computer Services of Poland | Business type: BPO | Services Provided: BPO, IT, F&A, Contact Centre

SSC AFS | Business type: SSC | Services Provided: F&A

SSC Akamai Technologies Tel.: 12 384 70 00 | Business type: SSC | Date started in CEE: 2014 | General manager: Filip Walkowicz, Site Leader & Global Site Governance GREWP Director

BPO Alexander Mann Solutions Poland Tel.: 12 290 78 00 | Business type: BPO | Services Provided: Integrated Recruitment Process Outsourcing, Permanent and Non-Permanent Hiring, Total Talent Management, Recruitment Administration | Date started in CEE: 2004 | Full Time Employees – December 2018: 750+ | General manager: Jola Gantkowska,

University–Business Cooperation

The Future of Global Business Services | ASPIRE & Cracow University of Economics

CEE

Business Services Awards

2019

www.EuropeanBusinessServices.com

2019

Poland Kraków

Director Of Operations/Global Head of Administration

ALK European Accounting Center | Services Provided: SSC: F&A | General manager: Pawel Zawrzykraj , GBSC Director, Finance Director

Amadeus IT Group

| General manager: Iwona Bialobrzycka , Deputy GM

BPO Amplexor

CEE Business Services Directory

Tel.: +48 12 254 41 00 | Business type: BPO | Services Provided: | General manager: Lenka Krajnakova , Deliver Manager

BPO Apriso | Business type: BPO | Services Provided: IT | Full Time Employees – December 2018: 2014 | General manager: ,

SSC Arrow ECS Tel.: 12 616 43 00 | Business type: SSC | Global HQ: USA | Date started in CEE: 2016 | General manager: Marek Janas, Regional Director Poland, Hungary & Czech Republic

ASSA ABLOY | Services Provided: R&D

SSC Brown Brothers Harriman Tel.: 123406000

M O G I LS K A

BPO Capita Polska Sp. z o.o. Tel.: +48 12 629 6060 | Business type: BPO | Services Provided: F&A, IT Services/Software Development, HR/Payroll, Data Analytics, Customer Support | Global HQ: UK | Date started in CEE: 2011 | Full Time Employees – December 2018: 800 | General manager: Jim Lafferty, General Manager

SSC Cathay Pacific Airways Limited (S.A) Oddział II w Polsce Tel.: 0048122950472 | Business type: SSC | Services Provided: Customer Support/Call Centre/ Telemarketing | Global HQ: Hong Kong |

Date started in CEE: 2016 | Full Time Employees – December 2018: 120 | General manager: Magdalena Weiner, Kraków Hub Manager

SSC CGI Information Systems | Business type: SSC | Services Provided: BPO, IT | Date started in CEE: 2014 | General manager: Bartlomiej Niescierowicz , Director

SSC Chatham Financial | Business type: SSC | Services Provided: BPO, Business Analytics

SSC Cisco Systems Poland Tel.: 123214444 | Business type: SSC | Services Provided: Cisco Global Services Center in Kraków including departments like Services (Advanced, Cloud & Managed and Technical), Finance and Operations. | Global HQ: USA | Date started in CEE: 2012 | Full Time Employees – December 2018: 1200 | General manager:

modern office space in Krakow

excellent public transportation

over 12.000 sqm of total area

large glazing and perfect lighting

terraces accessible from the offices

Contact: +48 603 627 474 • www.mogilska-office.com www.EuropeanBusinessServices.com

2019

Poland Kraków

Ramon Tancinco, Director, Cisco Kraków Site lead

BPO Clifford Thames | Business type: BPO | Services Provided: Business Analytics | Date started in CEE: 2014 | Full Time Employees – December 2018: 500

BPO Comarch

EPAM Systems

SSC DELMIA WW at Dassault Systèmes

SSC Ecolab Tel.: 48-12-2616 100 | Business type: SSC | Services Provided: SSC | General manager: Agnieszka Malinowska, Company Manager

SSC EDF Polska Tel.: 22 556 5368 | Business type: SSC | Services Provided: Accounting, Tax, Treasury and Controlling for EDF Polska and 7 companies of EDF Group in Poland. | Global HQ: France | Full Time Employees – December 2018: 120 | General manager: Marcel Maslej, Finance Director, SSC

SSC Ericpol Telecom | Business type: SSC | Services Provided: BPO, IT | Date started in CEE: 2014 | General manager: Pawel Szczerkowski

SSC FQS Poland (Fujitsu) Tel.: (+48 12) 429 43 45 | Business type: SSC | Services Provided: BPO, R&D | Date started in CEE: 2014 | General manager: Jerzy Marek Rudziński , CEO

SSC GE Healthcare IT CoE Kraków | Business type: SSC (CoE) | Services Provided: IT CoE | Global HQ: USA | General manager: Piotr K. Lech , GM, Executive Site Leader

Winner

Krzysztof Jamroz , Engineering Director

BPO Genpact PL

Tel.: 12 296 9600 | Business type: SSC | Services Provided: F&A | Date started in CEE: 2006 | General manager: Justyna Kusmierz, HR Administration and Payroll Manager

| Business type: SSC | General manager: Artur Lukasik, Senior Services Director

CEE Business Services Directory

SSC Electrolux Centrum Ksiegowo-Finansowe

SSC Getinge Shared Services Tel.: 12-363-2292 | Business type: SSC | General manager: Celina Olszyńska , Team Coodinator

SSC Hays Center Of Excellence Tel.: +48225845695 | Business type: SSC | Services Provided: internal SSC for Hays group: HR , talent management and recruitment services in EMEA | Global HQ: USA | Date started in CEE: 2011 | Full Time Employees – December 2018: 200+ | General manager: Michal Sokolowski, Director Centre of Excellence

BPO HCL Poland Tel.: 12 390 90 29 | Business type: BPO | General manager: Beata Kossakowska, Deputy General Manager Human Resources

SSC Herbalife EMEA Finance&Operations Service Centre Tel.: +48 12 349 93 00 | Business type: SSC | Services Provided: F&A | Global HQ: USA | General manager: Andrzej Kolodziej, Director, IS Business Operations EMEA

BPO Hewitt Associates | Business type: BPO | Services Provided: HR | Global HQ: USA

Dynamically Developing City – Poland

Łódź

CEE

Business Services Awards

2019

www.EuropeanBusinessServices.com

2019

Kraków Poland

SSC Lufthansa Global Business Services

Tel.: +48 12 383 16 23 | Business type: BSC/SSC/ Captive | Services Provided: Business Intelligence, Data Analytics, FP&A, Controllership, Cybersecurity, IoT, Devops, | Global HQ: USA | Date started in CEE: 2007 | Full Time Employees – December 2018: 400 | General manager: Tomasz Brzostowski, Senior Director GFSS

SSC Lundbeck Tel.: 12 348 68 88 | Business type: SSC | Services Provided: HR, IT | Full Time Employees – December 2018: 150+ | General manager: Zuzanna Smith (Jawor) , Managing Director of Group Business Services

etc. | Global HQ: USA | General manager: Jeff Azoudis, Senior Manager

Tel.: 12 349 7000 | Business type: SSC | General manager: Sabina Bieszczad, Sales Manager for Eastern Europe

PWC Service Delivery Center

SSC Shell Shared Service Centre Poland

| Business type: Hybrid | Services Provided: Multifunctional | Global HQ: USA | General manager: Pawel Mleczko, Director Service Delivery Center

Tel.: 48 22 570 00 00 | Business type: SSC | Services Provided: F&A, Contact Centre | General manager: Piotr Dziwok, General Director

SSC Premier Farnell (Element 14)

SSC Quorum International

BPO Sii

| Business type: SSC | Services Provided: R&D

Tel.: 12 390 61 70 | Business type: BPO | Services Provided: IT, Automatyka | Date started in CEE: 2011 | Full Time Employees – December 2018: 120

BPO Luxoft Poland sp. z o.o.

SSC QVC Global Business Services

| Business type: SSC | Services Provided: F&A, IT, Procurement. | Date started in CEE: 2015 | General manager: Przemysław Roth , Director

BPO IBM

Metrosoft Poland

| Business type: SSC | Services Provided: provides HR advisory and transactional services to Rolls-Royce EMEA employees (30,000+) | Global HQ: UK | Date started in CEE: 2014 | General manager: Sylwia Natkaniec , HR Service Delivery Manager

SSC IAG (International Airlines Group) GBS

| Business type: Hybrid | Services Provided: BPO, IT | Date started in CEE: 2014 | General manager: Mateusz Derejski , Country Head Poland

SSC Ocado Technology Poland | Business type: SSC | Global HQ: UK | General manager: Grzegorz Cempla , General Manager

SSC International Paper

SSC Perkin Elmer

Tel.: 12 252 60 00 | Business type: SSC | Services Provided: F&A, IT, Contact Centre | Global HQ: USA | General manager: Joanna Brunarska , Head of IP Polska GBSC Lead Team

| Business type: SSC | Services Provided: F&A | Global HQ: UK | General manager: Iwona Noskowicz , Service Operations Director

SSC Kimberly-Clark

| Business type: SSC | Services Provided: R&D | Full Time Employees – December 2018: 100 | General manager: Ivica Rajkovic , Finance Director.

| Business type: SSC: F&A | Global HQ: USA | Date started in CEE: 2018 | General manager: Gabriela Stanakova , GBS Center Lead

SSC Pliva Cracow

SSC Lastminute

SSC PMI Finance Service Centre Europe

| Business type: SSC | Services Provided: BPO | Global HQ: USA

| Business type: SSC | Services Provided: F&A, HR, Logistics,

2019

SSC Rolls Royce HR Service Delivery

SSC Saba-Lumesse Tel.: 12 342 15 27 | Business type: SSC | Services Provided: BPO: IT, HR | General manager: Jaroslaw Arendarczyk , Service Delivery Manager

SSC Sabre Global Development Center Tel.: 12 296 70 00 | Business type: SSC | General manager: Sebastian Drzewiecki , Site Director

SSC Sappi Shared Services Tel.: 12 363 28 03 | Business type: SSC | Services Provided: F&A. Shared Service Center performs various operations, supply chain and finance, divided into five teams, responsible for logistics, systems, procurement and reporting, rough planning and credit control. | Global HQ: Finland | Date started in CEE: 2012 | General manager: Bartosz Dyrkacz, Finance Shared Service Center Manager

SSC State Street | Business type: SSC | Global HQ: USA | Full Time Employees – December 2018: 2000 | General manager: Scott Newman, Director

BPO Sterling Outsourcing | Business type: BPO | General manager: Jeremy Milligan , Director

SSC Tesco CE Innovation Centre Tel.: 12 255 21 00 | Business type: SSC | Services Provided: F&A, R&D | Date started in CEE: 2014 | General manager: Krzysztof Burgieł , Senior Manager

CEE Business Services Directory

SSC Hitachi Vantara

SSC Uber – Center of Excellence | Business type: SSC | Services Provided: customer services | Global HQ: USA | General manager: Daniel Habrat , Site Director

SSC UPM – Kymmene | Business type: SSC | Services Provided: IT | Global HQ: Finland | General manager: Andre Faust, Director Global Service Centre Kraków, HR Services

SSC Walstead Tel.: 12 888 71 00

www.EuropeanBusinessServices.com

Poland Łódź

| Business type: SSC | Global HQ: USA | General manager: Magdalena Swat, Vice President of European Shared Services Center

SSC WilsonHCG Tel.: +48 12 88 111 32 | Business type: SSC | Services Provided: Recruitment Process Outsourcing (RPO), Talent Consulting, Executive Search, and Blended Talent Solutions | Global HQ: USA | General manager: Anna Stewart, Center Manager WilsonHCG Krakow

CEE Business Services Directory

Xceedance Consulting Polska Sp. z o.o. | Business type: Other (if so, fill in next box) | Services Provided: Process Excellence & Automation, Catastrophe & Exposure Management, Claims Management, Underwriting | Global HQ: USA (Ma.) | Date started in CEE: 2017 | Full Time Employees – December 2018: 34 | General manager: Marek Kaszczyc, Vice President, Country Head Poland

SSC Zeitmann Tel.: 12 262 67 32 | Business type: SSC | General manager: Mariusz Michura, CEO

zooplus Poland

| General manager: Barbara Sadowska , Managing Director

Łódź SSC ABB Tel.: 42 299 30 00 | Business type: SSC | Services Provided: SSC

Agreeya Mobility Poland Sp. z o.o.

SSC Bank Pekao SA

Tel.: 60 830 30 02 | Business type: Hybrid | Services Provided: R&D

| Business type: SSC | Services Provided: Back-office, call centre | Full Time Employees – December 2018: 300

AMG.net

SSC Barry Callebaut Group

| Business type: Hybrid | Services Provided: IT, Customer Care | Date started in CEE: 2014 | Full Time Employees – December 2018: 100

Tel.: 42 683 77 00 | Business type: SSC | General manager: Justyna Kierska , SSC Transformation Office Manager

SSC Arynga

BPO Business Support Solutions S.A.

Tel.: 42 200 70 00 | Business type: BPO | Services Provided: Multifunctional | Date started in CEE: 2010 | Full Time Employees – December 2018: 332

BPO Accenture

BPO Atos Origin

| Business type: BPO | Services Provided: Finance and accounting | Full Time Employees – December 2018: 85

ACS Solutions Poland/Xerox | Business type: Hybrid | Services Provided: F&A | Date started in CEE: 2001 | Full Time Employees – December 2018: 150

SSC B/S/H Group Tel.: 801 191 534 | Business type: SSC | Services Provided: R&D, IT | Date started in CEE: 2007 | General manager: Ewa Kolodziejczyk, Transition Manager

BPO Capita Tel.: 42 288 07 00 | Business type: BPO | Global HQ: Ireland | Date started in CEE: 2007

Cardif Services Tel.: 225290123 | Business type: Call Center | Global HQ: Francja | Date started in CEE: 2010

BPO CERI International Sp. z o.o. | Business type: BPO | Services Provided: BPO, Customer support services (contact center, claims), Services activation and administration, Receivables and payments services,

prime offices in the heart of Łódź excellent public transportation high quality office space over 28.000 sqm of total area attractive retail and services outlets BREEAM “Very Good” certificate

Contact: +48 603 627 474 • www.ogrodowa-office.com www.EuropeanBusinessServices.com

2019

Łódź Poland

Manager’s Profile

Lion Paauwe Head of Finance Services Center Signify Poland, Łódź Parent Company: Signify NV (The Netherlands)

What is your company doing in CEE? Our Finance Services Center (FSC) is positioned right at the heart of our Finance organization in Signify. The activities being performed are all non-transactional of nature as the transactional work is being executed by our BPO provider. The activities performed in our center focus primarily on Finance, but also include Procurement, Supply Chain and IT Order Desk. The focus in the activities is on managing and controlling the end-to-end processes, driving process improvements, managing the BPO provider, performing decision-based, judgmental processes, and providing forward-looking business insights. The FSC was created in December 2017 and currently employs around 110 FTEs. Within Finance we have 3 Centers of Excellence (CoE) delivering accounting operations services in Europe: Purchase to Pay, Order to Cash and Record to Report. On top of that we have 3 CoEs delivering FP&A (Financial Planning and Analysis) services: focusing on sales and margin in Europe, and globally on functional costs and on R&D). Explain why your company set up operations in CEE. In October 2017 the decision was made to centralize all European activities for beforementioned Finance processes in Łódź, Poland. Poland was chosen as we have a big industrial footprint as well as the biggest commercial activities in Eastern Europe, in combination with a well-developed infrastructure and dynamic business services industry. The decision for Łódź was made due to its workforce potential, our good experience from the past (we created our own transactional shared service center more than 15 years ago in Łódź, which we later outsourced to our BPO provider), the friendly climate for investments as well as the availability of high-class offices. How has your business changed in CEE over the last 2-3 years? And what do you foresee in the next 2-3 years? In the first year our organization has seen a rapid inflow of employees (all people have been recruited, as it was a greenfield approach) in combination with a quite aggressive approach of incoming transitions in terms of speed and at the same time standardizing while transitioning. We have created a bestin-class FSC and our successful journey has been noticed throughout the company. In

2019

that sense we have created the foundation for further successes from which the business will benefit beyond what has already been achieved. RPA/Process Automation – please tell us what your company is doing in this space. What will you be doing in 2019/2020, and what impact do you expect this to have in the next 2-3 years? Together with our BPO provider we have implemented several robots in the transactional processes which are performed by them, as most of the benefits from RPA can be achieved in the area of transactional activities. We are planning to start the implementation of our first robot for activities done in-house. Important step is to have a fully standardized process prior to the automation. For the robotization we are currently in the phase of selecting the right partner. We expect substantial benefits in terms of process efficiency and quality of work. On top of robots, we are further optimizing our processes by focusing on making them touchless which will increase the first-time right level as well as by reducing queries with the implementation of chatbots. 2-3 specific bits of advice to other firms keen to optimize their SSC/ BPO operations in CEE. Or advice to a “newcomer” considering setting up in CEE. Dare to think bold! With the creation of a high value shared service organization, strategic value is unlocked in terms of process control, standardization & efficiency, labor arbitrage and end-to-end process ownership. If a company considers outsourcing of activities, make sure to strike the right balance between captive and outsourced. High value activities

Talent and Employment Issues. As our center is now operational for 18 months, we have now reached a stable level in terms of number of employees. In traditional shared service centers, you will see a big change in required skill levels of people as robotization will take over many basic activities, while in our center the expectations on impact of automation are much smaller. In Łódź we see the job market slowly changing and becoming more competitive, but the job market still offers opportunities. Our approach towards engaging our people, our well-established development programs and the vibrant workplace we offer, all contribute to retention of our talents. Specific cost savings that your firm has achieved (or comment about other efficiencies achieved) by operating in CEE. Our main goal of setting up the center was to centralize activities, standardize processes, drive process improvements, improve quality and increase automation levels. With our transition approach “transform while moving” we offset additional risk by increasing speed in bringing value. We delivered operational excellence beyond expectations. Since October 2017 Lion has been responsible for the establishment of Signify’s center in Łódź and more recently increased his scope with a global process responsibility. Lion joined Philips (Signify was formerly known as Philips Lighting) in 2005 and has been instrumental in the development of finance shared services since 2007. He contributed to the outsourcing of its transactional Shared Service Centers, designing, and subsequently optimizing, the process blueprint between captive and outsourced centers. Since the split from Philips, he designed and improved the service delivery model and the finance footprint strategy. He has over 25 years of experience, and has worked in various senior roles (Operations, Transformation, Controlling, Contract/Partnership Management) within the Shared Services and Outsourcing Industry, in captive as well as FAO, HRO and ITO environments.

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CEE Business Services Directory

require difference skill sets and interpersonal skills compared to transactional activities and in the long run a big part of these transactional activities will be robotized. Attract and retain high caliber talents is paramount to success as well as to build high performance teams. Strive for the right balance in terms of diversity as bringing different cultures together delivers greater value. Take ownership for high value processes (and therefore go beyond transactional activities) and go for speed in transition and implement a performance culture. Lean thinking including visual boards should become an integral element of the operations. Embrace risk as every challenge is an opportunity.

Poland Łódź

Document management | Date started in CEE: 2003 | General manager: Tomasz Kwiatek, Service Manager.

SSC Citi Handlowy Tel.: 42 6127726 | Business type: SSC | Global HQ: USA | Date started in CEE: 2005 | General manager: ,

Comarch S.A. | Business type: ITO | Global HQ: Poland | Date started in CEE: 2007

SSC Commerzbank

CEE Business Services Directory

| Business type: SSC | Global HQ: Germany | Date started in CEE: 2016

BPO Conduent Tel.: 422917000 | Business type: BPO | Global HQ: USA | Date started in CEE: 2010

BPO Cybercom Poland | Business type: BPO | General manager: Marzena Tyran, Head Of HR Department

BPO Deloitte Digital

SSC Faurecia

Tel.: 426771477 | Business type: BPO | Services Provided: BPO: Digital Services | Global HQ: Poland | Date started in CEE: 1999

SSC DHL Express

SSC FlintGroup

Tel.: 42 634 53 45 | Business type: SSC, Call Center | Global HQ: USA | Date started in CEE: 2007 | General manager: Marta Wojewnik, Head of Customer Service

Fujitsu Global Delivery Center Poland

Dimar

| Business type: IT/Digital Services Provider (captive) | Global HQ: Japan | Date started in CEE: 2009 | Full Time Employees – December 2018: 2455 | General manager: Piotr Jankowski, Head of Poland Global Delivery Center

CEE: 2014 | Full Time Employees – December 2018: 250 | General manager: Marika Lulay, CEO

SSC Harman Tel.: 422881500 | Business type: SSC | Services Provided: developing automotive solutions including the company's summit car audio platform, Ignite platform, OTA software management and maps services. | Global HQ: USA | Date started in CEE: 2018 | Full Time Employees – December 2018: 350

SSC GE Power Controls

BPO Infosys BPO

Tel.: 42 677 71 03 | Business type: SSC | Global HQ: USA | Date started in CEE: 2004 | General manager: ,

BPO DXC Technology

GFT

| Business type: BPO | Global HQ: USA | Date started in CEE: 2012

Tel.: 422781500 | Business type: BPO | Services Provided: Finance, accounting and procurement services, Database management, SAP services, Risk management, tax management, Consulting | Global HQ: India | Date started in CEE: 2007 | Full Time Employees – December 2018: 700 | General manager: Agnieszka Jackowska , Center Head

Ericsson

SSC GFT Polska (formerly Rule Financial)

| Business type: ITO | Global HQ: Poland | Date started in CEE: 1991

| Business type: SSC | Services Provided: IT, Finance | Global HQ: USA | Date started in

Winner

SSC LSI Software Tel.: 42 680 80 90 | Business type: SSC | Services Provided: IT

Magellan | Global HQ: Poland | Date started in CEE: 1999

Business Services Firm – CEE

Swiss Re

CEE

Business Services Awards

2019

www.EuropeanBusinessServices.com

2019

Lublin Poland

MakoLab

SSC PZU

SSC UPS Global Business Services

SSC Cushman&Wakefield

| Business type: ITO | Global HQ: Poland | Date started in CEE: 1989

| Business type: SSC | Global HQ: Poland | Date started in CEE: 2010

| Business type: SSC/BPO | Global HQ: USA | Full Time Employees – December 2018: &lt;10

SSC Veolia Energia Łódź

Mellon

SSC Samsung Poland R&D Center | Business type: SSC | Services Provided: IT R&D | Date started in CEE: 2013 | Full Time Employees – December 2018: 250

SSC Signify

| Business type: Call Center | Services Provided: Offices in Lodz and Warsaw | Global HQ: Greece | Date started in CEE: 2011

SSC Mobica

T-mobile

| Business type: Call Center | Global HQ: Poland | Date started in CEE: 2000

SSC Takeda SCE

Tel.: 42 638 01 50 | Business type: SSC | Date started in CEE: 2014 | General manager: Mikolaj Lugowski, Head of Nordea Operations Centre

SSC PGE Obrót

BPO Target Pro

| Business type: SSC | Global HQ: Poland | Date started in CEE: 2014 | General manager:

SSC Nordea Operation Center

SSC PKO BP | Business type: SSC | Global HQ: Poland | Date started in CEE: 2006

SSC Prudential | Business type: SSC | Services Provided: F&A | Date started in CEE: 2014 | Full Time Employees – December 2018: 100

Transition Technologies S.A., PSC Tel.: 42 664 97 20 | Business type: Hybrid | Services Provided: IT | General manager: Szymon Bartkowiak , CEO

SSC Unicredit Business Integrated Solutions | Business type: SSC | Services Provided: IT | Date started in CEE: 2006 | Full Time Employees – December 2018: 100

2019

Vistex Tel.: 42 206 74 77 | Business type: IT | Services Provided: IT | Global HQ: USA | Date started in CEE: 2008

SSC Warta insurance | Business type: SSC | Global HQ: Poland | Date started in CEE: 2001

ZETO | Business type: Hybrid | Services Provided: IT centre

Lublin Asseco Business Solutions S.A. Tel.: 81 535 30 00 | Business type: ITO | Services Provided: IT | Full Time Employees – December 2018: &gt;250

Britenet Sp. z o.o. (oddział Lublin) Tel.: 81 527 86 75 | Business type: ITO | Services Provided: IT | Full Time Employees – December 2018: 200-250

Codete | Business type: ITO | Full Time Employees – December 2018: 10-50

Compugroup Medical Sp. z o.o. Tel.: 81 444 20 15 | Business type: ITO | Full Time Employees – December 2018: 150-200

SSC Convergys Corporation Tel.: 81 458 10 54 | Business type: SSC/BPO | Full Time Employees – December 2018: 200-250

Edge One Solutions | Business type: ITO | Full Time Employees – December 2018: 50-100

BPO Genpact Poland

SSC Kredyt Inkaso Centrum Operacyjne w Lublinie Tel.: 81 464 85 99 | Business type: SSC/BPO | Full Time Employees – December 2018: 50-100

Mobica Limited Tel.: 81 464 16 51 | Business type: ITO | Full Time Employees – December 2018: 50-100

SSC Mobile Knights (formerly SST) Tel.: 48506785565 | Business type: SSC/BPO | Full Time Employees – December 2018: 50-100

SSC OEX Voice CC | Business type: SSC/BPO | Full Time Employees – December 2018: &gt;250

SSC Open Finance S.A. | Business type: SSC/BPO | Services Provided: Call Center. | Full Time Employees – December 2018: 100-150

OPTeam S.A. | Business type: ITO | Full Time Employees – December 2018: 10-50

CEE Business Services Directory

SSC mBank | Business type: SSC | Services Provided: Call center, Finance and accounting | Date started in CEE: 2001 | Full Time Employees – December 2018: 800

Optronik Sp. z o.o. Przedsiębiorstwo Innowacji Technicznych Tel.: 81 743 85 15 81 743 85 15 | Business type: ITO | Full Time Employees – December 2018: 10-50

SSC Pekao Faktoring Sp. z o.o. | Business type: SSC/BPO | Full Time Employees – December 2018: 50-100

www.EuropeanBusinessServices.com

Poland Luboń

Kucharczyk-Biernacka, Site Manager

SSC Poltel Sp. z o.o. (formerly Coltel) Tel.: 81 531 08 41 | Business type: SSC/BPO | Full Time Employees – December 2018: 150-200

SSC Proama Tel.: 81 460 72 07 | Business type: SSC | Services Provided: SSC | Date started in CEE: 2011 | Full Time Employees – December 2018: 250

CEE Business Services Directory

Olsztyn Citi | Global HQ: USA

BPO Transcom Worldwide Poland. | Business type: BPO | Full Time Employees – December 2018: 500+

Opole Axxiome Polska Sp. z o.o. Tel.: + 48 71 750 40 50 | Business type: Hybrid | Services Provided: IT | General manager: Roland Szymik, Senior Technical Consultant

SSC Bright Coders' Factory

SSC Randstad Payroll Solutions

| Business type: SSC/BPO | Full Time Employees – December 2018: 50-100

BPO Capgemini, Infrastructure Services

SSC Quad Graphics | Business type: SSC/BPO | Full Time Employees – December 2018: 10-50

Transition Technologies Sp. z o.o. Tel.: 81 46 03 470 | Business type: ITO | Services Provided: ITO | Full Time Employees – December 2018: 50-100 | General manager: Urszula Kwiatkowska

Voice Contact Center Sp.zo.o. (Lublin, Lodz) ZETO Tel.: 81 718 42 00 | Business type: ITO | Full Time Employees – December 2018: 10-50

Luboń BPO OEX Business Services Tel.: 61 886 25 00 | Business type: BPO | Services Provided: BPO, Customer Operations, Document Management, Marketing | Global HQ: Poland | Date started in CEE: 2011 | Full Time Employees – December 2018: &lt; 50 | General manager: Przemyslaw Bogdanski, Managing Director field marketing

Mława SSC LG Electronix | Business type: SSC | Services Provided: R&D | General manager: Ewa Lis, PR Manager

| Business type: SSC | Global HQ: Germany | General manager: Marta Stefanska, PR & Communication Manger

Nadarzyn SSC MAN Truck & Bus Polska. Tel.: 22 738 69 00

BPO Opta data Sp. z o.o. | Business type: BPO | General manager: Wilfried Engel,

BPO PwC Service Delivery Center (Opole) | Business type: BPO | Global HQ: USA

SSC PZU S.A Tel.: 690953093 | Business type: SSC | Services Provided: SSC | Global HQ: Poland | Full Time Employees – December 2018: 50

Stefanini | Date started in CEE: 2017 | General manager: Marek Dlugosz, Service Delivery Manager

Poznań SSC A. Schulman Tel.: 61 668 19 00 | Business type: SSC | Services Provided: F&A, IT, HR, SSC | Global HQ: USA

www.EuropeanBusinessServices.com

| Date started in CEE: 2015 | Full Time Employees – December 2018: 100+ | General manager: Magdalena Dzikowska, HR Director

Allegro | Business type: IT | Global HQ: UK | Date started in CEE: 1999 | Full Time Employees – December 2018: &gt;1000

Alphanumeric Systems Europe | Business type: ITO | Services Provided: IT service desk | Global HQ: USA | Date started in CEE: 2016

General manager: Katarzyna Banach, Prezes Zarzadu

SSC BZ WBK Obszar Direct Banking | Business type: SSC | Services Provided: Finance | Full Time Employees – December 2018: 50-100

BPO Call4You | Business type: BPO | Services Provided: Customer Service, Data & Document Management, | Global HQ: Poland | Date started in CEE: 2003

Capgemini Software Solution Center | Business type: IT R&D | Global HQ: France | Date started in CEE: 2015 | Full Time Employees – December 2018: 200-500

Analyx

SSC Carlsberg Shared Services

| Business type: KPO | Services Provided: business analysis | Global HQ: Germany | Date started in CEE: 2005

BPO Arvato Polska | Business type: BPO | Services Provided: Customer Service, Financial Services, Supply Chain Management | Global HQ: Germany | Date started in CEE: 1994

2019

Poznań Poland

Manager’s Profile

automation we will significantly minimize the amount of repetitive work in the next 2-3 years. However, I wouldn’t expect a negative impact on employment. It will free up our teams’ potential to do more creative work with usage of new technologies like AI, edge computing, Data & Analytics, as I presume these areas will be growing in the very near future.

Director of Business Service Center GSK Poland, Poznan Parent Company: GSK London

What is your company doing in CEE? GSK Business Service Center in Poznan was established in 2005 and since then has been constantly developing and growing, both in human capital numbers and services provided. Today we employ almost 800 experts. BSC consists of Tech Center and Finance Hub. Tech Center is the part of global IT organization, managing worldwide services supporting our three business. Poznan tech teams contribute to a medicine lifecycle from research and development through production to sales. Each team member’s efforts bring differentiated, high-quality and needed healthcare products to people. Our engineers and experts specialize in the areas like: cyber security, research & development (R&D IT), manufacturing, monitoring and management systems, operations, data base and data warehouse, group cooperation tools, CRM applications, mobile applications and Multi Channel Marketing Services. In early 2019, BSC in Poznan, as a internally-trusted business partner with proven record of managing advanced services, opened Regional Finance Hub and have started creation of 200-300 Finance jobs. GSK Finance Hub is part of GSK’s new Global Finance Operating model. Our Regional Finance Hubs are not managing transactional, repetitive activities. Instead, we are bringing together GSK’s end-to-end Finance processes of Planning & Forecasting and Close & Control, as well as other specialist accounting activities. Explain why your company set up operations in CEE. • Macroeconomy in Poland • Talent pool in Poznan – (100,000 students every year + top IT brands in Poznan) • Close proximity to London headquarters and European time zone were also important factors. Ongoing growth of the GSK Poznan center is a result of successful work of our teams, who proved that they can build, release and maintain most of IT services with the highest quality. Teams’ maturity brought to Poznan more advanced processes and e2e product management. Also senior leadership roles as well as key roles are more and more often located in our BSC. Ability to learn quickly and proactiveness and creativity in finding solutions are our hallmark in GSK. We value diversity and 50% of our site leadership team are women.

2019

It won’t be a surprise that Finance Hub is following the path started by IT teams! How has your business changed in CEE over the last 2-3 years? And what do you foresee in the next 2-3 years? Over last 3 years we almost doubled the number of employees in Tech (IT) part of the Center. Tech Center in Poznan is now contributing to allstages of GSK product development from R&D, through manufacturing to sales. The profile of tech services provided from Poznan is switching from 2nd and 3rd line of support to end-to-end product management. The Center has shifted from waterfall management into agile ways of working which have become an important paradigm in our business. Second part of BSC – the European Finance Hub - is part of our vision for the Future of GSK Finance. We’re investing around £6 million one-time cost & creating 200-300 new experienced Finance jobs. This is a twoyear programme and by the end of 2020 we expect over a quarter of GSK global sales will be supported in Poznan. Above mentioned facts give me confidence to say that we will be expanding and growing. It will be not only growth of number of employees but especially development of competencies required to provide sophisticated services - both tech and financials. RPA/Process Automation – please tell us what your company is doing in this space. What will you be doing in 2019/2020, and what impact do you expect this to have in the next 2-3 years? RPA and Automation are within top priorities for Tech and Finance teams. We are already investing in Automation technology, such as Virtual Assistants or ChatBots to improve the productivity of the workforce. The digital wave will accelerate in the healthcare industry, so I expect that due to

2-3 specific bits of advice to other firms keen to optimize their SSC/ BPO operations in CEE. Or advice to a “newcomer” considering setting up in CEE. People follow good leaders – do not hesitate to invest time and energy to find the best ones. Take care of the company culture with the respect of local characteristics. Keep looking for talents – provide them the best environment to let them spread the wings. Share successes and failures and value courage as this is the fuel to innovation. Talent and Employment Issues. Almost 800 experts work in GSK Business Service Center in Poznan. We are still growing – especially in the finance area. It is obvious that in the near future we all will be taking part in the open challenge for attracting and keeping talents. Every company taking part in it should consider three important aspects – Culture, Purpose of Work and Development possibilities. Every growth on this scale requires special focus on building the right culture. Transparency, respect, teamwork, accountability and courage play a critical role in digital transformation era. The second aspect is the purpose of work – it is becoming nowadays a paradigm especially for the newly graduated people joining work market. It is also something that can distinguish company against others and help organization to stand out from the competitors. Digital transformation requires from all professionals that they double their efforts to follow the trends and be on the edge of change. The constant learning of adults is not any more wishful thinking, but rather a habit that we all shall start implementing. Every employee needs to have several opportunities for development: through trainings, on the job or through interesting assignments. In my opinion it is crucial to build the learning organization with the environment supporting employees’ own development path. Manager with 15 years of experience in IT, e-commerce and management consulting. Prior to joining GSK, Tomasz worked for Naspers, where he was responsible for delivery of IT services in CEE region. Tomasz has experience in consulting industry where he lead a variety of projects across many industries including public health, financial services, banking and telecommunication.

www.EuropeanBusinessServices.com

CEE Business Services Directory

Tomasz Mechelewski

Poland Poznań

Cleeng

Etteplan

| Business type: R&D | Services Provided: IT video solutions | Global HQ: Netherlands | Date started in CEE: 2015

| Business type: R&D | Services Provided: IT software development | Global HQ: Finnland | Date started in CEE: 2017

Cognifide

SSC Euroflorist

| Business type: SSC | Services Provided: F&A | Global HQ: Netherlands | Date started in CEE: 2015

Computacenter | Business type: ITO | Services Provided: IT customer service | Global HQ: UK | Date started in CEE: 2018

Conectys

BPO External Services sp. z o.o.

| Date started in CEE: 2018 | General manager: Arnold Cobbaert, CEO

CEE Business Services Directory

SSC Elavon Merchant Services | Business type: SSC

SSC Enea S.A.

Fandom powered by Wikia | Business type: R&D | Services Provided: IT | Global HQ: USA | Date started in CEE: 2007

BPO Finnchat

| General manager: Jacek Walkowiak, HR Director

SSC GSK Finance Hub | Business type: SSC | Services Provided: CoE | Global HQ: UK | Date started in CEE: 2019

SSC John Deere

| Business type: ITO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 2016

BPO Holicon | Business type: BPO | Services Provided: Call Center, Sales center, IT solutions, Personalized marketing | Date started in CEE: 2004 | Full Time Employees – December 2018: 900

| Business type: R&D | Services Provided: IT | Global HQ: Switzerland | Date started in CEE: 2011

| Business type: R&D | Services Provided: engineering, IT | Global HQ: Germany | Date started in CEE: 2018

Huawei | Business type: R&D | Services Provided: IT, mobile technologies | Global HQ: China | Date started in CEE: 2016

BPO Genpact PL

SSC IKEA Shared Services Sp z o.o.

SSC Grace

www.EuropeanBusinessServices.com

SSC Jeronimo Martins Polska S.A.

Hicron

Homag

| Business type: SSC | Services Provided: R&D | Global HQ: UK | Date started in CEE: 2007

itelligence

SSC GSK Services

SSC Franklin Templeton Investments Center

Holiday Check

GFT Poland

IT Kontrakt

| Business type: ITO | Services Provided: IT | Global HQ: Japan/Germany | Date started in CEE: 1995

| Business type: BPO | Services Provided: online chat | Date started in CEE: 2014 | Full Time Employees – December 2018: 50

SSC INGKA Business Service Center (Ikea Business Service Center) | Business type: SSC | Services Provided: F&A/ HR/database administration | Global HQ: Sweden | Date started in CEE: 2010

SSC Kerry Logistics Services (Europe) | Business type: SSC | Services Provided: F&A, Logistics | General manager: Rafal Przychodzien, Shared Services Manager

SSC LiNA Medical Polska Tel.: 61 222 2121 | Business type: SSC | Services Provided: customer service, F&A, IT, procurement, quality control, development, logistics, marketing | Global HQ: Denmark | Date started in CEE: 2005 | General manager: Danuta Kordylewska, Head of SSC

SSC Lorenz Services Tel.: (61) 86 49 700

2019

Poznań Poland

Manager’s Profile

Highest priority: make it a business strategic initiative with clear responsibility between units and the SSC. Choose the city based on the talent pool you want, and then be creative in recruitment.

Monica Prati Shared Services Director Mars Global Shared Services – Poznań Parent Company: Mars Inc. (Virginia, USA)

What is your company doing in CEE? A dynamic, fast growing shared service center for finance, commercial and HR operations serving internal operations from all countries in Europe and some extra EU countries. Total associate base 310, 250 in Poznan, 60 in Warsaw. Explain why your company set up operations in CEE. Shared services in Poznan was set up 5 years ago, with the idea of creating prime financial operation at a competitive cost ratio. Now we see it as an important governance and risk management functions. And we see expansion of our services into analytics. How has your business changed in CEE over the last 2-3 years? And what do you foresee in the next 2-3 years? We’ve reached a significant scale of operations and in the next stage it will be critical for us to expand into more complex end-to-end processes. We’ll need to continue to upskill our associates getting them ready for the future. RPA/Process Automation – please tell us what your company is doing in this space. What will you be doing in 2019/2020, and what impact do you expect this to have in the next 2-3 years?

BPO Majorel+ Administration Personnel Services | Business type: BPO | Services Provided: customer operations (usługi CRM – contact center) | Global HQ: Germany | Date started in CEE: 2013

2019

We are driving automation, partly using external providers, like Highradius in the sales deduction area, Blackline and as well developing internal RPA. I expect a lot of transactional work to be automated, while I see strong needs for problem solvers, analysts, and a flexible work force that will drive critical business initiatives. 2-3 specific bits of advice to other firms keen to optimize their SSC/ BPO operations in CEE. Or advice to a “newcomer” considering setting up in CEE.

SSC McKinsey EMEA Shared Services | Business type: SSC | Services Provided: Assistant Services, Business Administration, Finance and Reporting, HR, Visual Communication | Global HQ: USA | Date started in CEE: 2011 | General manager: Hubert Skotkowski, Site Leader -EMEA Shared Services

SSC Mexichem Shared Services Europe Tel.: 48 61 62225479 | Business type: SSC | Services Provided: F&A, Reporting, Procurement, IT, Master Data, Projects | Global HQ: The Netherlands | Date started in CEE:

Specific cost savings that your firm has achieved (or comment about other efficiencies achieved) by operating in CEE: We see about 45% labour arbitrage vs. other countries in western Europe, and parity in central Europe. The savings we see though are beyond labour, while in efficiency (scale) and surely cost avoidance in governance. I am Italian, after graduating as accountant, spent the first 5 years of my career in Italy, moved then to Germany for a European project as power user for an SAP project. After finishing the project with WhiteCap, I joined Wrigley, in 2002 as SAP specialist, had different role in IT as fimance business partner. Lead IT integration for finance with Mars, continued as CFO in Hungary, then CZ/SK and ultimately CFO Germany always for Wrigley. 2017 took over the role of Shared Services Director for Mars

2013 | Full Time Employees – December 2018: 50-100 | General manager: Łukasz Grygorczuk , Head of SSC Design

Mobica | Business type: IT | Services Provided: IT, software development | Global HQ: UK | Date started in CEE: 2017

NEXT: IT | Business type: IT | Services Provided: .net developerów, senior .net developerów, scrum mastera oraz testera – QA. | Global HQ: UK | Date started in CEE: 2019

CEE Business Services Directory

Talent and Employment Issues. Skills needed are changing a lot quicker then formal education supplies, so companies have the responsibility to create formal training plans and to define initiatives to train on the job. Talent crunch is a real thing, language requirements a business need and not easy to recruit for. We will be testing different models to rebalance the recruitment challenges, like teleworking from different locations. We believe we offer more then just good pay, we offer growth opportunities – both professionally and for the individual.

BPO OEX Business Services | Business type: BPO | Global HQ: Poland | Date started in CEE: 2011 | Full Time Employees – December 2018: &lt;50

www.EuropeanBusinessServices.com

Poland Radom

SSC Opera Software (d. BenQ) OS ASA | Business type: SSC

SSC Osram | Business type: SSC | Services Provided: HR,customer service, travel&expances, controlling, credit analysis | Global HQ: Germany | Date started in CEE: 2015

Paymentwall | Business type: ITO | Services Provided: IT, digital commerce, online payments security | Global HQ: USA | Date started in CEE: 2016

Payworks | Business type: IT | Services Provided: IT | Global HQ: Germany | Date started in CEE: 2018

CEE Business Services Directory

Pekabex | Business type: R&D | Services Provided: R&D in industry | Global HQ: Poland | Date started in CEE: 2017

Pepco Tel.: 61 668 43 00 | Business type: HQ | Services Provided: management and administration, strategic decisions, back office, customer service, marketing, logistics, Procurement | Global HQ: South Africa | Date started in CEE: 2015 | General manager: Lukasz Owczarek, International Finance & Business Development Manager

Polaris Laboratories Tel.: 61 627 21 90 | Business type: R&D | Services Provided: chemical analysis | Global HQ: USA | Date started in CEE: 2014

SSC Rehau | Business type: SSC | Services Provided: F&A, marketing services, translation services | Global HQ: Germany | Date started in CEE: 2015

SSC Roche IT Service Centre

TomTom

BPO Telbridge Radom

| Business type: R&D IT | Services Provided: R&D IT, GPS, digital maps, AI, machine learning, IoT, BigData | Global HQ: Netherlands | Date started in CEE: 2017

| Business type: BPO | Date started in CEE: 2007 | Full Time Employees – December 2018: 200 | General manager: Artur Bakula

Ruda Śląska

SSC Santander (BZ WBK)

BPO transcosmos, inc.

BPO Arteria SA

| Business type: SSC | Services Provided: Banking operations | Global HQ: Spain | Date started in CEE: 2007

| Business type: BPO or ITO provider (external services) | Services Provided: BPO | Global HQ: Japan

| Business type: BPO | Services Provided: ITO | Full Time Employees – December 2018: 300-500 | General manager: Marcin Marzec, President of the Board

Selvita

| Business type: R&D | Services Provided: FMCG | Global HQ: UK/The Netherlands | Date started in CEE: 2007

| Business type: R&D | Services Provided: biotechnology, pharmaceutics | Global HQ: Poland | Date started in CEE: 2016

Unilever Polska Sp. z o.o.

Sii

SSC Veolia Centrum Usług Wspólnych.

Tel.: +48 61 8299210 | Business type: BSC/SSC/Captive | Global HQ: France | General manager: Jowita Mytnik-SkaĹ‚a, General Director

SNP Poland (formerly BCC) | Business type: ITO | Services Provided: IT | Global HQ: Germany | Date started in CEE: 1995

| Business type: BPO/ITO | Services Provided: call center, help desk, chat, video contact center | Global HQ: Poland | Date started in CEE: 2004

Sollers Consulting

SSC Volkswagen Group Services

| Business type: IT | Services Provided: IT | Global HQ: Poland | Date started in CEE: 2016

Sonalake | Business type: IT | Services Provided: IT, software development | Global HQ: Ireland | Date started in CEE: 2016

BPO Telcordia Technologies (Ericsson) | Business type: BPO | Services Provided: R&D | General manager: Michal Wodczak

www.EuropeanBusinessServices.com

BPO ViaVox Call Contact Center

SSC W.R.Grace | Business type: SSC | Services Provided: Research Laboratory | Full Time Employees – December 2018: 20 | General manager: Jacek Walkowiak

Radom SSC Centrum Przetwarzania Danych Ministerstwa Finansów | Business type: SSC | Services Provided: Public sector. Ministry of Finance consolidated some F&A functions.

Call Center Poland | Business type: CC/CS | Services Provided: Telemarketing, Customer Service | Global HQ: POL | Full Time Employees – December 2018: 150

CI Games | Business type: IT | Services Provided: Software Development | Global HQ:

2019

Sandomierz Poland

SSC Deloitte CE Business Services Center | Business type: SSC | Services Provided: IT helpdesk/ Application Administration, Software Development, Financial Services, Finance & Accounting, Legal Services | Global HQ: GB | Date started in CEE: 2015 | Full Time Employees – December 2018: 420 | General manager: Jakub Lubelski, Marketing & PR Coordinator

SSC Deloitte Central Europe Business Services Center Tel.: +48 (0) 17 220 91 00 | Business type: SSC | Services Provided: IT Services/Software Development, Pension/Investment fund Accounting/ Admin | Global HQ: USA | Date started in CEE: 2015 | Full Time Employees – December 2018: &gt;200

Ideo Sp. z o.o.

SSC PGE Obrót S.A.

Tel.: 422 222 222 | Business type: SSC | Services Provided: | Date started in CEE: 2014 | General manager: ,

IT Works S.A.

PGS Software S.A.

JCommerce Sp. z o.o.

Pratt & Whitney Rzeszów S.A.

MTU AeroEngines Poland Sp. z o.o.

Fibrain Sp. z o.o.

BPO G2A.com

Nestlé Quality Assurance Center

BPO Grupa Call Center Poland

2019

OPTeam S.A.

BPO PCG Academia Sp. z o.o. | Business type: BPO | Services Provided: Finance & Accounting, Research and Analysis | Date started in CEE: 2015 | Full Time Employees – December 2018: 45

Sandomierz SSC NSG | Business type: SSC | Services Provided: F&A | General manager: Dominik Rykowski, Site Director

Skawina SSC CEZ Polska Shared Service Center Tel.: +48 12 277 8325 | Business type: SSC | General manager: Nikola Nagyova, Marketing & Communication Senior Specialist

Sosnowiec BPO Argus Tel.: 32 291 85 24 | Business type: BPO | Services Provided: BPO | Global HQ: Poland

Timken

Szczecin

Sanofi

SSC 3Shape

SI Set(h) Sp. z o.o.

BPO arvato Bertelsmann

Tel.: 91 351 85 00 | Business type: BPO | Services Provided: IT, lettershop, logistic conract center & back office, loyalty programs, financila services | Global HQ: Germany | Date started in CEE: 2004 | Full Time Employees – December 2018: 290 | General manager: Tomasz Wasikowski, Contact Center Manager

Unicall Communication Group Poland

BPO BL Stream Sp. z o.o

| Business type: CC/CS | Services Provided: Telemarketing, Customer Service | Global HQ: NOR | Full Time Employees – December 2018: 85

CEE Business Services Directory

PL | Date started in CEE: 2007 | Full Time Employees – December 2018: 19

SSC Coloplast Business Centre Tel.: +48 91 881 75 00

www.EuropeanBusinessServices.com

Poland Tczew

| Business type: SSC | Services Provided: F&A, IT Services/Software Development, HR, Data Analytics, Customer Support, Legal Services | Global HQ: Denmark | Date started in CEE: 2009 | Full Time Employees – December 2018: 250-500 | General manager: Wojciech Faszczewski, Vice President

BPO Contact Center Sp. z o.o. | Business type: BPO | Services Provided: Telesales, sales support, databases, call centre, debt recovery, marketing research, office services, voice recordings, business consultancy, handling overflow traffic, contact centre virtualisation | Date started in CEE: 1999 | Full Time Employees – December 2018: In Poland: 5915 | General manager: Jakub Kłoczewiak, President of the Management Board

CEE Business Services Directory

BPO Convergys/ now Concentrix

InfinIT Codelab

BPO CSP Customer Services Polska

Intive

| Business type: IT | Services Provided: Creation and development of software for the Auto, Telecoms, Financial, Media and E-Commerce Industries. | Global HQ: Poland | Date started in CEE: 2016 | Full Time Employees – December 2018: 250-500

SSC DGS Business Services Sp. z o.o. Tel.: 91 441-7700 | Business type: SSC | Services Provided: IT, HR, SoftDev, quality assurance, legal, F&A, Logistics | Global HQ: Denmark | Date started in CEE: 2015 | Full Time Employees – December 2018: 400+ | General manager: Maciej Marcin Prusinowski, Board member

GaveKal | Business type: Hybrid | Services Provided: BPO | Date started in CEE: 2008

for German-speaking customers, in scope of F&A, Logistics, Back-office bank processes. | Date started in CEE: 2013 | Full Time Employees – December 2018: 100-250 | General manager: Pascal Henssen

BPO Genpact PL | Business type: BPO | Services Provided: Services

BPO Magemar Polska Sp. z o.o. Tel.: 91 430 88 91 | Business type: BPO | General manager: Philippe Mairlot, Prezes

SSC Marine Technology Centre Co. Tel.: 918310935

www.EuropeanBusinessServices.com

| Business type: SSC | Services Provided: R&D | Date started in CEE: 1971 | Full Time Employees – December 2018: 100

SSC Unicredit Business Integrated Solutions Tel.: 91 430 2394 | Business type: SSC | Services Provided: Banking support processes related to bank accounts and loans. | Global HQ: Italy | Date started in CEE: 2008 | Full Time Employees – December 2018: 500 | General manager: Karol Tymoszynski, Head of Global Competence Center

SSC Netto

BPO Unizeto

Nordic Consulting and Development Company | Business type: IT | Services Provided: Implementation, development and automation of Software systems for the Insurance industry in Europe and South America. | Global HQ: Poland | Date started in CEE: 2002 | Full Time Employees – December 2018: 250-500

SSC PJM – Shipping & Trading Tel.: 91 488 23 88 | Business type: SSC | Global HQ: Poland | General manager: Piotr Jerzy Mechowski, CEO

SSC Salling Group Shared Service Center | Business type: SSC | Services Provided: HR, IT, Master Data, Control | Date started in CEE: 2013 | Full Time Employees – December 2018: 250-500

Sapiens International Corporation | Business type: IT | Services Provided: Creation and development of software for the insurance industry and financial services sector. | Global HQ: Israel | Date started in CEE: 2015 | Full Time Employees – December 2018: &lt;100

Tczew BPO Vitax | Business type: BPO | Services Provided: F&A | Date started in CEE: 2010 | Full Time Employees – December 2018: 20

Toruń SSC Allegro IT Center | Business type: SSC | Services Provided: IT | Date started in CEE: 1999 (since 2008 in Toruń) | Full Time Employees – December 2018:

BPO Cemtel | Business type: BPO | Services Provided: Customer support | Date started in CEE: 2000 | Full Time Employees – December 2018: 70

2019

Tychy Poland

SSC AXA XL

| Business type: SSC | Services Provided: Customer support | Date started in CEE: 2010 | Full Time Employees – December 2018: 300

BPO Grant Thornton Tel.: 56 663 7041 | Business type: BPO | Services Provided: BPO, Outsourcing finansowoksięgowy, Outsourcing kadr i płac | Full Time Employees – December 2018: 18 | General manager: Przemyslaw Polaczek, Managing Partner, International business centre Director

BPO OpusCapita Sp. z o.o. Tel.: + 48 22 461 25 00 | Business type: BPO | Services Provided: BPO: F&A, IT Services/Software Development, HR or Payroll | Date started in CEE: 2008 | Full Time Employees – December 2018: 700 | General manager: Jaroslaw Tkaczyk, Managing Director

BPO Telbridge | Business type: BPO | Services Provided: Customer support | Date started in CEE: 2002 | Full Time Employees – December 2018:

Telmon | Business type: Hybrid | Services Provided: Customer support | Date started in CEE: 2011 | Full Time Employees – December 2018:

Tychy Opel / Vauxhall Shared Services Center | Global HQ: USA

Wagrowiec SSC BENECKE KALIKO S A Tel.: 67 268 54 90; 262 49 83 | Business type: SSC | Global HQ: Belgium | General manager: Ryszard Wozniak, Board member

Wrocław SSC 3M Global Service Center Poland Tel.: +48 71 3776202 | Business type: BSC/SSC/Captive | Services Provided: Intercompany, Master Data Management, Marketing & Sales Operations | Global HQ: USA (MI) | Date started in CEE: 2015 | Full Time Employees – December 2018: 850 | General manager: Rafal Olejniczak, General Manager/Board Member

Acturis Poland Sp. z o.o. Tel.: 71 330 65 75 | Business type: Hybrid | Services Provided: R&D ,IT | Global HQ: UK | Date started in CEE: 2013

2019

SSC Axion Center of Excellence (Law)

BPO Ciklum

Tel.: +48 71 738 3400 | Business type: SSC | Services Provided: legal advisory | Date started in CEE: 2014 | General manager: Kamila Leszczynska, Office Manager

| Business type: BPO/ITO | Global HQ: Ukraine | General manager: ,

Balluff Tel.: +48 71 382 09 00 | Business type: Hybrid | Services Provided: R&D

SSC BD Tel.: 0048 71157-6420 | Business type: SSC | Services Provided: GBS/CoE: F&A, HR, Data Analytics, Logistics, Customer Support | Global HQ: USA | Full Time Employees – December 2018: 490 | General manager: Grzegorz Pabian, European Shared Service Center Director

BPO Birlasoft | Business type: BPO | Services Provided: IT

BPO BL Stream | Business type: BPO | Services Provided: IT | Date started in CEE: 1999 | General manager: Piotr Aniola

BPO brightONE Tel.: 91 814 45 55 | Business type: BPO | Services Provided: R&D | Full Time Employees – December 2018: 250 | General manager: Jakub Borowczyk, Head of Business Development

SSC C.H.Robinson Poland Tel.: 71 719 23 00 | Business type: SSC | Services Provided: SSC: F&A | Global HQ: USA | General manager: Aneta Czarnocka, SSC Manager

BPO Cogniance | Business type: BPO | Services Provided: IT | Date started in CEE: 2014

SSC Collins Aerospace Tel.: 71 714 80 09 | Business type: SSC | Global HQ: USA | General manager: Radek Majda, Sr. Director, Board President for Wroclaw Site

BPO CORE Services Tel.: 71 300 14 86 | Business type: BPO | Services Provided: outsourcing of IT staff.

SSC CREDIT SUISSE (Poland) (Center of Excellence) | Business type: SSC | Services Provided: F&A, HR, Procurement, Customer Service, Financial Services, Knowledge Process Outsourcing, IT Support, Reporting, Design & Publishing Services | Date started in CEE: 2015 | Full Time Employees – December 2018: 1000+ | General manager: Katarzyna Jozefowicz , Head of CS Wroclaw

SSC CRISIL Global Research & Analytics (GR&A) | Business type: SSC | Services Provided: KPO Center (Mathematics) | Global HQ: USA | Full Time Employees – December 2018: Planned 100 | General manager: Monika Radomska, HR Manager at Crisil Global Research & Analytics-Standard & Poor\\'s company

SSC DeLaval Operations Tel.: 71 774 85 00 | Business type: SSC: Logistics & IT | General manager: Maciej Miaczynski , General Director

SSC Diehl Controls Tel.: 71 774 97 39 | Business type: SSC | Services Provided: R&D (Whitegoods) | Full Time Employees – December 2018: 100 | General manager: Juergen Hirath, CEO, Diehl Metal Applications

SSC Dolby Poland Tel.: +48-71-7352-300 | Business type: SSC | Services Provided: R&D | Global HQ: USA | Date started in CEE: 2012

| General manager: Lukasz Bratek, Director

SSC Espotel Poland Sp. z o.o. | Business type: SSC | Services Provided: IT Services/Software Development, R&D. Espotel is R&D design house specialized in Embedded Systems incl. Internet of Things and Production Testing. | Date started in CEE: 2010 | Full Time Employees – December 2018: 75

SSC EY Global Services Poland. Tel.: +48 71 7143000 | Business type: SSC | Services Provided: F&A, IT Services/Software Development, HR or Payroll, Knowledge management, Project management, Executive Assistants, Procurement, Creative services | Global HQ: USA | Date started in CEE: 2011 | Full Time Employees – December 2018: 700+ | General manager: Dariusz Sus, Global Delivery Services Poland Leader

SSC Fresenius Kabi Business Services. Tel.: +48 71 756 4201 | Business type: SSC | Services Provided: Medical (BPO F&A,IT) | Date started in CEE: 2014 | General manager: Agnieszka Kuźmicka , VP, Head of SSC

CEE Business Services Directory

SSC Cyfrowy Polsat

www.EuropeanBusinessServices.com

Poland Wrocław

Hicron | Business type: Hybrid | Services Provided: ITO | Date started in CEE: 2006 | General manager: Bartosz Fudala

CEE Business Services Directory

BPO Impel Business Solutions

SSC Nokia Solutions and Network Tel.: 71 777 41 30 | Business type: SSC | Services Provided: IT R&D | Global HQ: Finland | Full Time Employees – December 2018: 1000

BPO Objectivity Bespoke Software Specialists.

Tel.: +48 71 784 63 70 | Business type: BPO | Services Provided: BPO (HR, IT, F&A) | Date started in CEE: 1991 | General manager: Nina Twardowska , Director, Shared Services Center

Tel.: +48 71 7494 000 | Business type: BPO | Services Provided: IT | Global HQ: UK | General manager: Pawel Grundys, Head of Project Management

SSC Infor Center of Excellence

| Business type: SSC | Global HQ: UK | General manager: Lukasz Brzezowski, Head of Ocado Technology Wroclaw

SSC Infusion Tel.: (+48) 12 341 9730 | Business type: SSC | Services Provided: ITO | Date started in CEE: 2012 | General manager: Ewelina Dolata, HR Business Partner at Infusion

intive | Services Provided: SoftDev

SSC JP Weber Tel.: 71 369 96 30 | Business type: SSC | Services Provided: BPO (F&A) | Date started in CEE: 2004 | General manager: Marcin Dudarski, GM

SSC KPIT Cummins | Business type: SSC | Services Provided: Accounting Center | Global HQ: India | Full Time Employees – December 2018: 100

BPO Luxoft Tel.: 12 445 88 00 | Business type: BPO | General manager: Bartosz Strozek, Regional Director

SSC Mahle Shared Services Poland

SSC McKinsey & Company Poland Knowledge Centre

| Business type: SSC | General manager: Daniel Seeger , Site Director

SSC Ocado Technology

QIAGEN Business Services

BPO Sii

Tel.: 71 710 75 | Services Provided: IT Services/Software Development, Data Analytics/ Management, Logistics/Supply Chain, Customer Support | Date started in CEE: 2012 | Full Time Employees – December 2018: 200 | General manager: Malgorzata Karpinska , Senior Director Head of Business Service Center

SSC QIAGEN HR Shared Services | Business type: SSC | Services Provided: HR Service Center | Full Time Employees – December 2018: | General manager: Marta Olejniczak , Director

SSC Remy International | Business type: SSC | Services Provided: R&D (Automotive) | General manager: Bartosz Skrent, Project Manager

SSC Ryanair Labs Poland Tel.: 71 747 66 18 | Business type: SSC | Services Provided: software testing and application quality assurance

BPO OpsTalent

| Business type: SSC | Services Provided: BPO | Full Time Employees – December 2018: 400+ | General manager: ,

SSC Parker Hannifin

BPO Qatar Airways European Customer Contact Center | Business type: BPO | Services Provided: BPO (contact centre) | Date started in CEE: 2012 | General manager: Marta Karolina Czos , HR Manager, CEE

www.EuropeanBusinessServices.com

SSC SSAB | Business type: SSC | Services Provided: finance, accounting ,Travel Management, master data services | General manager: Anna Barnowska, Site Manager

SSC Red Embedded Group

SSC Opera Software

| Business type: SSC | Global HQ: UK | General manager: Chris Thornborrow, General Manager

SoftServe

SSC Santander Consumer Bank

SSC Schaeffler Global Services Europe Tel.: +48 532 745 263 | Business type: BSC/SSC/Captive | Services Provided: RPA, Transition & Transformation | Global HQ: Germany | Date started in CEE: 2018 | Full Time Employees – December 2018: 110 | General manager: Anna Berczynska, Managing Director, Board Member

SSC Toyota Motor Europe Shared Services Center | Business type: SSC | Global HQ: Japan | General manager: Piotr Greszta , Site Director

SSC UPS Global Business Services Polska Sp. z o.o. Tel.: +48 (0) 71 335 83 00 | Business type: SSC | Services Provided: F&A, Brokerage, Marketing, Business Development, Contract Logistics | Global HQ: USA | Date started in CEE: 2006 | Full Time Employees – December 2018: 800+ | General manager: Magdalena Wierzbicka, GBS Senior Manager

SSC Viessmann R&D Tel.: 71/ 36 07 100 | Business type: SSC | Global HQ: Germany | General manager: Łukasz Wierzchowski, Site Director

2019

Zabrze Poland

BPO Wipro

SSC Xylem Shared Services

Tel.: | Business type: BPO | Services Provided: HR Service Center | Full Time Employees â&#x20AC;&#x201C; December 2018: 250 | General manager: Aashish Shrivastava , Global Lead, RPA

Tel.: 71 749 79 00 | Business type: SSC | Global HQ: USA | General manager: Paolo Bortolotto , Site Director

Zabrze

Zielona GĂłra

SSC NMC Polska Sp. z o.o.

BPO ABD

Tel.: 32 373 24 40 | Business type: SSC | Services Provided: | Global HQ: Belgium | General manager: Joseph Burtscheidt, Prokurent

| Business type: BPO

Join us 29-30 January 2019 in Warsaw

CEE Business Services Summit & Awards

CEE Business Services Directory

for the 8th annual

45 2019

www.EuropeanBusinessServices.com

Poland Map

CEE Business Services Directory

Warsaw

AbbVie Accenture Aon ArchiDoc (Grupa OEX) Asseco Business Solutions AstraZeneca Pharma Poland Atos Global Delivery Poland Avon Global Business Services Bain & Company (EMEA SSC) Biogen BNP Paribas Securities Services Poland Bruker Business Support Center Carlson Wagonlit HR Service Center EMEA CBRE Corporate Outsourcing Citi Service Center Poland CocaCola Poland Services Colgate Business Services Connectis Coty Polska Credit Suisse (Poland) (Center of Excellence) Danone IT Competency Center EMEA Dentons Business Services EMEA Deutsche Services Polska Devire Diebold Nixdorf Global Deliver Center EMEA Discovery Polska DLA Piper Global Service Center Poland DSV ISSC Elekta EY GDS First Data Polska FOSS Service Center Franke Polska ESSC Frista Goldman Sachs Technology Grant Thornton FPA Outsourcing Groupon Shared Services Grupa OEX HL Tech ING Securities Services IT Kontrakt Jones Lang LaSalle Group Services JPMorgan Poland Services KMD Poland Linklaters Poland Lionbridge Poland Malteurop Mellon Poland Mercer Services Mettler-Toledo MMC Group Services MoneyGram NatWest Poland NGL Services Oerlikon Business Services Oliver Wyman Oriflame Global Shared Services Finance Pandora Jewelry Shared Services PepsiCo ESSA PGNiG Serwis Process Solutions Procter&Gamble Global Business Services PZU Centrum Operacji Randstad Payroll Solutons RRD Polska SAGE Saint Gobain Samsung R&D Institute Poland Schneider Electric – EMEA Finance Shared Services Siemens Sii Poland SIX Global Business Services Sopra Steria Standard Chartered Global Business Services Poland Stanley Black & Decker Inc Teleperformance Polska TMF Group TNT Express WW (Poland)

Velux Global Business Services Voice Contact Center Wipro IT Services Poland Zoetis Polska

Chorzów

Białystok

BSS Polska

BIT Bialystok Branch Quburst Poland SMT Softaware SKA Białystok Branch Transcom Worldwide Poland

Bielsko-Biała

Avio Centrum Finansowo – Księgowe Grupy Żywiec Cooper Standard Automotive Polska Fiat Services Polska

Borek Strzeliński

International Deco Logistics

Bydgoszcz

Agnat Asseco Data System Asseco Poland Atos Global Delivery Center Polska Bank Pocztowy – Centrum Operacyjne Bazy i Systemy Bankowe Bibby Financial Services Bonair Business Consulting Center/ SNP Poland Bydgoska Grupa Telemarketingowa Catts Centralny Ośrodek Rozliczeniowy Poczty Polskiej Centrum Obsługi Biznesu Centrum Wsparcia Innowacji Cognifide Contact Centre Banku Pocztowego CS Group Polska Cybercom Deepsense.ai Eniro Polska Ericsson Eximo Project Frosta Galactica Great Call Huuuge Games iQor Livingston Logon Macrologic MakroMedia Mediasystem MeeLogic Mobica MSG Media Nokia Corporation Oponeo Oponeo Brandhouse Ovista Group PGE Systemy PKP Cargo Centralne Biuro Rozrachunków Postdata PZU QuadGraphics RevDeBug S.O.S. Wesołowscy SDL Sii Slican Soft Blue Sunrise System SuperControl Syneo T Komp T4 Rafał Kolano Teldat Teleplan Terra Computer Unicall UniDOC Vivid Games Zakład Informatyki Stosowanej

BPSC OEX Group Possible

Chorzów Ciechanów Contact Center

Częstochowa TRW Automotive

Czosnów Soudal

Dąbrowa Górnicza

Lufthansa Systems Manpower Group Solutions Marine Harvest Metsä Group Services Nearshoring Solutions Nordea IT Centre Nordic Services (Vistra) Ocean Network Express OIE Support (Laureate Online Education) PGS Software Playsoft Group Powel AS PPG Coatings Poland PwC Advisory Centre of Excellence Qloc Quad Graphics

Swarovski Global Business Services Synopsys TF Bank ThomsonReuters Europe SA thyssenkrupp Gdańsk thyssenkrupp Group Services Gdansk Transcom Worldwide Poland Travactory Unifeeder United Technologies (UTC Fire & Security Polska) UST-Global UXPin Wipro IT Services Poland Wirtualna Polska WNS Global Services

Alba ArcelorMittal Saint-Gobain Wipro

4EverNET AC Project Accenture IT ADB Alan Systems Alba Polska Aldec ADT Altium IT. Arvato Polska Asseco Systems Barona Bombardier Shared Services CapGemini Polska COIG

Gdynia Sopot Gdańsk

Best InfoPower

Acxiom Global Service Center Polska ADVA Optical Networking AirHelp Poland Alexander Mann Solutions Amazon Development Center in Gdansk APL Poland Arla Foods Arla Global Financial Service Centre Arrow Services Aspire Systems (former Goyello) Asseco Data Systems Atena Usługi Informatyczne i Finansowe Ausy Bank BPH/GE Capital Banqsoft Bayer Service Center Gdańsk Benetel Boeing Global Services DS&A Lab Gdansk BPH CCC – Competence Call Center AG Ciklum Cognizant Technology Solutions DGC Polska DNV GL – Global Centre Shared Services FIN Dom Finansowy QS DXC Technology (formerly Luxoft) Dynatrace Polska Eaton Electric Eltel Networks Polska Energa Centrum Usług Wspólnych Ensono EPAM Systems (Poland) Ergo Hestia (Call Center) Eurofins Digital Testing Evatic Federal Mogul Finastra Software Solutions Fineos Software Service Centre Flugger FujiFilm Europe Business Service Gibbs Hybrid Hempel A/S HK Finance HMS Assistance Holte Software Humax IHS Markit Intel Technology Poland Gdansk Intitek Poland Itmagination Jeppesen by Boeing Kainos Software Poland Kemira Business Service Center Gdańsk

Katowice

Orange Perform Group Perform Media Polska Proximetry PwC Service Delivery Center Randstad Polska (Katowice) relayr (Proximetry Poland) Rockwell Automation Sapiens International Corporation SGS Sii SMS Metallurgy Sopra Steria IT Steria TELE-FONIKA Kable Teleperformance Tenneco

Lębork

Elbląg Gdańsk/Gdynia

FIAT Services Polska FlightScope Fujitsu Services GDF Suez – Tractebel Engineering Grant Thornton Guardian HireRight Honeywell Huawei IBM ING Services Poland intive ista IT Kontrakt itelligence ITI Neovision Jamf

Wasko XSolve

Szczecin

Elbląg

Tczew

Ciechanów Toruń

Bydgoszcz Kostrzyń Wlkp.

Olsztyn

Mława

Wągrowiec

Robakowo Złotniki

Poznań

Czosnów

Luboń

WARSAW

Zielona Góra

Nadarzyn

Łódź

Konstantynów Radom

Legnica

Wrocław Opole

Częstochowa Chorzów Bytom Gliwice

Kielce Dąbrowa Górnicza Sosnowiec

Katowice

Cracow

Oświęcim Bielsko-Biała

Renau Business Software Ricoh Business Service Centre Santander Services (Geoban) Scalac Schibsted Tech Signia Media Technologies (former Adtoma) Poland Sii Gdansk Solwit Staples Solutions State Street Bank Sutherland Global Services

www.EuropeanBusinessServices.com

WTW Services

Gliwice

Comarch EUVIC Future Processing Ista Shared Services Jiffy Packaging Neubloc S&T SAP Tenneco TRW Automotive Vattenfall IT Services

Contact Center Cshark CYCLAD Polska Deloitte BPO Diebold Nixdorf R&D DisplayLink Dunlop Conveyor Belting Dywidag International Systems EPAM Ericsson GSDC Ernst&Young Eurofins EUVIC

JCommerce Katowicki Holding Weglowy Keywords Studios Knauf Koch Business Solutions Kotrak Kroll Ontrack Mentor Graphics NetGuru Neubloc NGA Human Resources Northgate Arinso Onwelo Oracle

Timken TMF Group TÜV Rheinland Unilever UPC Vattenfall IT Services Webanywhere Wincor Nixdorf ZETO Katowice

Kielce

Altar BC&O Polska Biurex

2019

Map Poland

Capita Polska Cathay Pacific Airways Limited Oddział II w Polsce CGI Information Systems CH2M HILL/ Jacobs Chatham Financial Cisco Systems Poland Clifford Thames Kraków Comarch 3di Information Solutions DELMIA WW at Dassault ABB IT Systèmes ACS Xerox DreamLab Affiliated Computer Services Ecolab of Poland EDF Polska AFS Electrolux Centrum Akamai Technologies Ksiegowo-Finansowe Alexander Mann Solutions EPAM Systems Ericpol Telecom Euroclear Bank FQS Poland (Fujitsu) GE Healthcare IT CoE Kraków Genpact PL Getinge Shared Services Google Operations Centre Grid Dynamics Guidewire Software Hays Center Of Excellence HCL Poland HEINEKEN Global Shared Services Herbalife EMEA Finance&Operations Service Centre Hewitt Associates Hitachi Vantara HSBC Service Delivery IAG (International Airlines Group) GBS IBM IG Group innogy Business Services Polska International Paper Kimberly-Clark Lastminute Lufthansa Global Business Services Lundbeck Luxoft Poland Metrosoft Poland Motorola GSC Ocado Technology Poland Pearson Perkin Elmer Pliva Cracow PMI Finance Service Centre Europe Premier Farnell (Element 14) PWC Service Delivery Center Quorum International QVC Global Business Services Rolls Royce HR Service Delivery Saba-Lumesse Sabre Global Development Center Sappi Shared Services Schibsted Tech Polska Sefanini EMEA Shell Shared Service Centre Poland Sii SolarWinds State Street Sterling Outsourcing Tesco CE Innovation Centre Uber – Center of Excellence UBS Service Centre (Poland) UPM – Kymmene ALK European Accounting Walstead Center WilsonHCG Amadeus IT Group Xceedance Consulting Polska Amer Sports Shared Services Zeitmann Amplexor zooplus Poland Amway Business CentreZurich Insurance Group Europe Aon Hewitt Łódź APPLY Capnor Poland ABB Apriso Accenture Arrow ECS ACS Solutions Poland/Xerox ASSA ABLOY Agreeya Mobility Poland Brown Brothers Harriman AMG.net Capgemini Polska Arynga

Białystok

Lublin

Sandomierz

Rzeszów

2019

Atos Origin B/S/H Group Bank Pekao SA Barry Callebaut Group Business Support Solutions Capita Cardif Services CERI International Citi Handlowy Clariant Polska Comarch Commerzbank Conduent Contact Center Cybercom Poland Deloitte Digital DHL Express Digital Workforce Dimar DXC Technology Ericpol Telecom Ericsson Faurecia FlintGroup Fujitsu Global Delivery Center Poland GE Power Controls GFT GFT Polska (formerly Rule Financial) Harman Hexagon Infosys BPO LSI Software Magellan MakoLab mBank McCormick Shared Services Mellon Mobica Nordea Operation Center PGE Obrót Philips PKO BP PKP Energetyka CUW Prudential PZU Randstad Payroll Solutions Samsung Poland R&D Center Signify T-mobile Takeda SCE Target Pro Tate&Lyle Global Shared Services Centre TomTom Transition Technologies, PSC Unicredit Business Integrated Solutions UPS Global Business Services Veolia Energia Łódź Vistex Warta insurance Whirpool EMEA S.p.A. ZETO ZF Group Engineering Centres

Lublin

Asseco Business Solutions Britenet (oddział Lublin) Codete Compugroup Medical Convergys Corporation Cushman&Wakefield Edge One Solutions Genpact Poland Kredyt InkasoCentrum Operacyjne w Lublinie Mobica Limited Mobile Knights (formerly SST) OEX Voice CC Open Finance OPTeam Optronik Przedsiębiorstwo Innowacji Technicznych ORANGE Polska Pekao Faktoring PhlexGlobal PKO BP Poltel(formerly Coltel) Proama Quad Graphics Randstad Payroll Solutions Transition Technologies

LiNA Medical Polska Lorenz Services Majorel+ AdministrationPersonnel Luboń Services OEX Business Services MAN Accounting Center Mars Financial Services Mława McKinsey EMEA Shared LG Electronix Services Mentor Graphics Nadarzyn Mexichem Shared Services MAN Truck & Bus Polska Europe Mobica Olsztyn Newell Poland Services Citi NEXT: IT Transcom Worldwide Poland Nordcloud O-I Business Service Center Opole OEX BusinessServices Axxiome Polska Open Text Bright Coders’ Factory Opera Software (d. BenQ) Capgemini, Infrastructure OS ASA Services Osram Ista (ISS Poland) Paymentwall Opta data Payworks PwC Service Delivery Center Pekabex (Opole) Pepco PZU Polaris Laboratories Stefanini Propex Services Group Raben Management Services Poznań Rehau A. Schulman Roche IT Service Centre AddconnectContact Center ROCKWOOL Global Business ADM Service Center AdministrationPersonnel Santander (BZ WBK) Services Selvita Allegro Sii Alphanumeric Systems SNP Poland (formerly BCC) Europe Sollers Consulting Analyx Sonalake Arvato Polska Starter Services arvato services Sysnet Global Solutions BAE Systems Talex Banach Outsourcing Telcordia Technologies Bridgestone EBS (Ericsson) BZ WBK Obszar Direct TomTom Banking transcosmos, inc. Call4You Unilever Polska Capgemini Software Solution Veolia Centrum Usług Center Wspólnych Carl Zeiss ViaVox Call Contact Center Carlsberg Shared Services Volkswagen Group Services CEDC International W.R.Grace CenturyLink Poland Wavin Polska Ciber ZETO Cleeng Cognifide Radom Computacenter Centrum Przetwarzania Conectys Danych Ministerstwa Contact Center Finansów Deloitte BPO Telbridge Radom DFDS Duni EFF Ruda Śląska Egnyte Arteria SA Elavon Merchant Services Enea Rzeszów Etteplan Ailleron Euroflorist Alumeco Service EXIDE Technologies SSC Asseco Poland External Services Availo Fabres Borg Warner Poland Fandom powered by Wikia Call Center Poland Finnchat Carlson Wagonlit Travel Franklin Templeton Centrum Zastosowań Investments Center Informatycznych Genpact PL CI Games GFT Poland Comarch Grace Concise Software Grant Thornton Frackowiak D.A. Glass GSK Finance Hub Deloitte CE Business GSK Services Services Center Hicron Deloitte Central Europe Holicon Business Services Center Holiday Check Fibrain Homag G2A.com Huawei Grupa Call Center Poland IKEA Shared Services Hamilton Sundstrand INGKA Business Service Ideo Center (Ikea Business IT Works Service Center) JCommerce Intitek Jeppesen a Boeing Company IT Kontrakt ML-System itelligence Mobica Ltd. Jeronimo Martins Polska Modules Garden John Deere MTU AeroEngines Poland Kennametal Nestlé Quality Assurance Kerry Logistics Services Center (Europe) OPTeam Kleffmann PCG Academia

Voice Contact Center (Lublin, Lodz) ZETO

PGE Obrót PGS Software Pratt & Whitney Rzeszów PrimeBit Studio Sanofi SI Set(h) Sii Polska SoftSystem Unicall Communication Group Poland ZETO Rzeszów

Balluff BD Birlasoft BL Stream BNY Mellon Bright Coders’ Factory (BCF Software) brightONE C.H.Robinson Poland Capgemini, Software Solutions Center Ciklum Sandomierz Cogniance NSG Collins Aerospace CORE Services Skawina CREDIT SUISSE (Poland) CEZ Polska Shared Service (Center of Excellence) Center CRISIL Global Research & Analytics (GR&A) Sosnowiec DeLaval Operations Argus Diehl Controls Timken Dolby Poland Espotel Poland Szczecin Etteplan Poland 3Shape EY Global Services Poland arvato Bertelsmann Fresenius Kabi Business Avid Technology Services BL Stream Geoban (Santander) brightONE Global Logic Coloplast Business Centre Google Contact Center Gorilla Group Convergys/ now Concentrix Hicron CSP Customer Services HP GBC Polska IBM Global Services Delivery Dansk Supermarked Group Centre Poland DGS Business Services Impel Business Solutions Diebold Nixdorf Global Infor Center of Excellence Deliver Center EMEA Infusion GaveKal intive Genpact PL JP Weber GlobalLogic KPIT Cummins Huuugegames Luxoft InfinIT Codelab Mahle Shared Services Intive Poland Kongsberg Maritime Poland McKinsey & Company Poland Macrobond Financial Knowledge Centre Magemar Polska Merck Majorel (formerly Nokia Solutions and Bertelsmann) Network Marine Technology Objectivity Bespoke Software Centre Co. Specialists Meelogic Ocado Technology Metro Services PL Olympus Mobica Opera Software Netto OpsTalent Nordic Consulting and Parker Hannifin Development Company Qatar Airways European PJM – Shipping & Trading Customer Contact REC Global Center Salling Group Shared QIAGEN Business Services Service Center QIAGEN HR Shared Services Sapiens International REC Global Corporation Red Embedded Group Tieto Poland Redknee Poland TietoEnator Remy International Unicredit Business Ryanair Labs Poland Integrated Solutions Santander Consumer Bank Unizeto Schaeffler Global Services Wilhelmsen Business Service Europe Center Siemens AG Sii Tczew SoftServe Vitax SSAB Tieto Support Services Toruń Toyota Motor Europe Shared Allegro IT Center Services Center Cemtel UPS Global Business CTDP Services Polska Cyfrowy Polsat Viessmann R&D Grant Thornton Volvo Group IT Polska OpusCapita Wabco Telbridge Wipro Telmon Xylem Shared Services

Tychy

Opel / Vauxhall Shared Services Center

Wągrowiec

BENECKE KALIKO S A

CEE Business Services Directory

Centrum Systemów Komputerowych ZETO Comarch Kolporter INFO PKP Informatyka Telbridge Transition Technologies – Poland Solution Center

Zabrze NMC Polska

Zielona Góra ABD

Wrocław

3M Global Service Center Poland Acturis Poland AXA XL Axion Center of Excellence (Law)

www.EuropeanBusinessServices.com

Lithuania Vilnius

SSC Ahlstrom Munksjo

SSC Affecto

Arctic Adventures

| Business type: Multifunction | Services Provided: Hotels, Tourism & Recreation | Global HQ: Iceland

CEE Business Services Directory

Adform

SSC Asseco Lietuva, UAB Tel.: 370 5 210 2400

Bazaarvoice

SSC Barclays Technology Centre Limited

Tel.: +370-5-251-1532

| Business type: Multifunction | Services Provided: Information Technology and Hardware | Global HQ: USA | General manager: Grazina Mainele, International Finance Controller

SSC Benify

Population: 2,898

Blockchain | Business type: Call Centre | Services Provided: Financial & insurance services | Global HQ: UK

Klaipeda Exadel LT GreenCarrier Omega technology Panevezys Royal Unibrew Services

Klaipėda [159]

Kaunas

Adform Adform AL-KO Vehicle Technology Bentley Systems Callcredit Centric DAT Dematic Limited Devbridge

Vilnius

Adform Affecto Ahlstrom Munksjo Arctic Adventures Asseco Lietuva, UAB Atea Barclays Technology Centre Limited Bazaarvoice Benify Bentley Systems Blockchain Booking.com British Foreign and

Devbridge Festo GeoPhy Hyarchis Intermedix Micro Matic SSC NFQ Technologies NKT holding Nortal

Runway International TGW Timetravels Transcom Worldwide TransUnion Unicall Virtustream Visma

Kaunas [307]

VILNIUS

SSC British Foreign and Common Wealth

[528]

Catalyst Common Wealth Catalyst Citco Clarivate (ex. MarkMonitor) Cognizant Technology Solutions Lithuania Cowi CSC Telecom CSD Engineers Dana Danske DGITL Danske GSL Devbridge

DXC (CSC+HP) EIS Group Eisfeld Ingenieure Euromonitor International Exadel LT EY HCL IBM Lithuania Inwido Support Leinonen Lithuania Lindorff (formerly Intrum) Matrix Software Baltic

McKesson Moody's Nasdaq (Nasdaq Vilnius Services UAB) Nielsen & Nielsen Nokia Networks Norian Accounting Norian Accounting Nortal OpusCapita Accounting Outokumpu PandaConnect Paroc Oy Ab Payobin

Primo Interactive PWC Revel Systems Salomon Securities Schüco International KG SEB Shared Service Center SERMO (ex. WorldOne) Sinectra Skandia Operations Center Superoffice Swedbank Global Services Teleperformance

Telia TIA Technology Tieto Transcom SSC Transcom Worldwide Turkish Airlines UBER Visma West Corp. Western Union Processing Lithuania WIX World Courier Yara

Population figures in thousands

www.EuropeanBusinessServices.com

| Business type: F&A | Services Provided: Financial & insurance services | Global HQ: UK

2019

Vilnius Lithuania

Dana

Eisfeld Ingenieure

| Business type: F&A | Services Provided: Manufacturing & Engineering | Global HQ: USA

| Business type: Engineering | Services Provided: Construction Engineering | Global HQ: Germany

BPO Cognizant Technology Solutions Lithuania Tel.: +370 601 91187 | Business type: BPO | Services Provided: F&A, IT, Client ServicesRobotics, Big Data Analytics | Global HQ: Norway | Date started in CEE: 2007 | Full Time Employees – December 2018: 592 | General manager: Edwin Creyghton, Vilnius Center Head

Danske DGITL

Euromonitor International

Employees – December 2018: 57 | General manager: Julija Adomavičienė, Director

SSC Lindorff (formerly Intrum)

Danske GSL

Exadel LT

| Business type: CoE | Services Provided: F&A, HR, Client Services, Procurement, Legal, Robotics, Big Data Analytics | Global HQ: Denmark | Date started in CEE: 2012 | Full Time Employees – December 2018: 1516 | General manager: Rosita Vasilkeviciute, SVP, Head of Global Utilities and GSL (Global Services Lithuania)

Devbridge | Business type: IT | Services Provided: Information Technology and Hardware | Global HQ: USA

Winner

SSC EY

Matrix Software Baltic

BPO HCL | Business type: BPO | Services Provided: | Global HQ: India

| Business type: Multifunction | Services Provided: Transportation & Logistics | Global HQ: USA

IBM Lithuania«

Moody's

| Business type: Multifunction | Services Provided: Financial & insurance services | Global HQ: USA | Date started in CEE: 2018

McKesson

CEE Business Services Directory

SSC Clarivate (ex. MarkMonitor)

Dynamically Developing City – CEE

Vilnius

CEE

Business Services Awards

2019

49 www.EuropeanBusinessServices.com

Lithuania Vilnius

Arminta Saladziene, VP, Nasdaq and GM, Nasdaq Vilnius Services

Norian Accounting

CEE Business Services Directory

| Business type: F&A | Services Provided: Financial & insurance services | Global HQ: Norway

SSC Outokumpu

SSC Revel Systems

SSC PandaConnect

| Business type: Multifunction | Services Provided: Financial & insurance services | Global HQ: UK

Norian Accounting

SSC Payobin

| Services Provided: BPO F&A | General manager: Lina Maroščikienė, General Manager

Primo Interactive

BPO OpusCapita Accounting

PWC

| Business type: Multifunction | Services Provided: Hotels, Tourism & Recreation | Global HQ: UK

Winner

Salomon Securities

SSC SEB Shared Service Center | Business type: SSC/BSC | Services Provided: F&A, IT, Client ServicesProcurement, Big Data Analytics | Global HQ: Sweden | Date started in CEE: 2008 | Full Time Employees – December 2018: 924 | General manager: Rūta Jasiulionienė, Head of SEB Shared Service Centers in Vilnius (Lithuania) and Riga (Latvia)

SSC Sinectra | Business type: SSC | Services Provided: IT, F&A, Engineering. Sinectra is Italy-based company active in areas of technological systems, industrial automation, renewable energy and

building automation. | Global HQ: Italy | Date started in CEE: 2015 | Full Time Employees – December 2018: 15

Business Centre Manager – SSC – CEE

Telia (Marius Ivanauskas)

CEE

Business Services Awards

2019

www.EuropeanBusinessServices.com

2019

BOSNIEN & HERZEGOVINA

DEUTSCHLAND FRANKREICH LETTLAND ÖSTERREICH POLEN RUMÄNIEN SCHWEIZ SLOWAKEI SPANIEN TÜRKEI

Lithuania Kaunas

TIA Technology

Visma

BPO Tieto

West Corp.

| Business type: Multifunction | Services Provided: Financial & insurance services | Global HQ: USA

SSC Transcom SSC

CEE Business Services Directory

SSC Western Union Processing Lithuania

BPO Transcom Worldwide

WIX

SSC Turkish Airlines

| Business type: SSC/BSC | Services Provided: F&A | Global HQ: USA | Date started in CEE: 2017

SSC World Courier

Yara | Business type: Multifunction | Services Provided: Manufacturing & Engineering | Global HQ: Norway

Winner

Centric | Business type: Hybrid | Services Provided: IT, Client Services | Global HQ: Holland | Date started in CEE: 2017

SSC DAT | Business type: SSC/BSC | Services Provided: Client Services | Global HQ: Denmark | Date started in CEE: 2017

Adform

SSC Dematic Limited

AL-KO Vehicle Technology

Devbridge

Devbridge | Business type: IT | Services Provided: Information Technology and Hardware | Global HQ: USA

HR Director of the Year

Western Union (Zivile Valeisiene)

CEE

Business Services Awards

2019

www.EuropeanBusinessServices.com

2019

Klaipeda Lithuania

BPO Runway International

| Business type: IT | Services Provided: Information Technology and Hardware | Global HQ: Netherlands

manager: Neringa Sidaraviciute, Country Manager

Klaipeda

SSC Micro Matic SSC

SSC Timetravels

Exadel LT

SSC NKT holding Tel.: | Business type: SSC/BSC | Services Provided: F&A | Global HQ: Denmark | Date started in CEE: 2017

BPO Transcom Worldwide

SSC GreenCarrier

TransUnion | Business type: IT | Services Provided: Financial & insurance services | Global HQ: UK

Winner

in CEE: 2008 | Full Time Employees – December 2018: 16

Panevezys SSC Royal Unibrew Services Tel.: 370-45-505-219 | Business type: SSC/BSC | Services Provided: F&A | Global HQ: Denmark | Date started

CEE Business Services Directory

Hyarchis

Vibrant Workplace – CEE

Danske Bank Lithuania (Danske Campus, MMM Projektai)

CEE

Business Services Awards

2019

53 www.EuropeanBusinessServices.com

Latvia Riga

CEE Business Services Directory

BPO BPO Services

SSC ATEA Global Services

BPO C.T.CO

Baltic Technology Group

Riga

Population: 1,979

Arvato Systems Latvia

Baltijas Datoru Akadēmija | Business type: ITO | Global HQ: Latvia | Date started in CEE: 2003 | Full Time Employees – December 2018: 31

Accenture Latvijas filiāle allnex Amplexor Latvia (former Euroscript Baltic) Arvato Systems Latvia ATEA Global Services Baltic Technology Group Baltijas Datoru Akadēmija BPO Services C.T.CO Cabot Latvia CCC Riga digital services Circle K Business Centre Citadele Banka Cognizant Containerships Cytec Latvia, Ltd

Danfoss Danfoss DATA Factories DATA Factories DEAC DNB Bank ASA DNB Bank ASA Dynatech Latvia Elfa Distrelec Elva Baltic Elva Baltic Evry Latvia Exigen Services Latvia FactSet Fitek (former OpusCapita) Genpact Latvia Idea Port Riga

BPO CCC Riga digital services | Business type: BPO | Services Provided: monitoring Facebook content | Global HQ: Austria | Full Time Employees – December 2018: 50

SSC Citadele Banka | Business type: SSC | Services Provided: IT, Finances | Global HQ: USA | General manager: Santa Purgaile

Cognizant | Business type: ITO | Services Provided: IT, automation, robotics | Global HQ: USA | Full Time Employees – December 2018: 300

SSC Cytec Latvia, Ltd

If Insurance Intrum Global Technologies Lattelecom Technology Latvijas Tālrunis Lufthansa (Airo Catering Services Latvija SIA) Maxima Shared Service Center Latvia MSC Shared Service Center Riga MSC Shared Service Center Riga Nordic Backoffice PrimeraAir Nordic Proof IT PwC Riga Accounting Hub

Runway Group SEB Shared Service Center Riga SERGEL, Ltd Simplika Solvay Latvia (Cytec) Swedbank Taxi Kurir Tele2 Shared Service Center Tieto Global Shared Service Centre Tieto Latvia, Ltd Transcom Worldwide Latvia Visma Enterprise, Ltd Webhelp (incl. Runway) Zalaris HR Services Latvia, Ltd

Tel.: 371 6 7118977 | Business type: SSC | Services Provided: Multifunctional SSC in Riga provides finance, human resource, information technology and procurement services to Cytec facilities in the European and North American regions. | Global HQ: USA | Full Time Employees – December 2018: 198 | General manager: Valdislavs Sorokins, Continuous Improvement Manager

SSC Danfoss

RIGA [735]

Liepaja Baltik IT

Liepāja [86]

Daugavapils LatInSoft

Daugavpils [111]

| Business type: SSC | Services Provided: Customer Care centre | Global HQ: Denmark | Full Time Employees – December 2018: 7

Population figures in thousands

www.EuropeanBusinessServices.com

2019

Latvia Riga

Manager’s Profile

BPO operations in CEE. Or advice to a “newcomer” considering setting up in CEE. The Aging population results in a ferocious fight for talent all across Europe. For a “newcomer” I would suggest not only to look at the size of a country in terms of labor force in absolute numbers, as usually those markets also have a higher concentration of GBS companies - which means higher competition for talents and as an investor you get less attention! Smaller and developing markets - even though they sometimes can be seen as less attractive “on paper” - can bring significant benefits.

Fredis Bikovs

CEE Business Services Directory

General Manager EVRY Latvia Parent Company: EVRY ASA, Oslo, Norway What is your company doing in CEE? EVRY is a leading Nordic Tech and consulting company with Global Delivery organization currently based in Latvia, Ukraine and India. EVRY Latvia is a multi-functional business services center which perform various levels of IT services, F&A, HR, Legal, Marketing, Sales and Back-office services, employing more than 200 people. We started in Latvia by outsourcing IT support to a BPO company, but around 6 years ago established a separate subsidiary and significantly expanded from IT support to being a multi-functional GBS company. During the next few years we will expand in terms of FTEs, but we have also high ambitions for centralizing endto-end processes, increasing automation and efficiency. Explain why your company set up operations in CEE. There are several aspects. Apart of prerequisites which many countries have, like being an EU country with stable economy and transparent business environment we also needed language capabilities, specifically Nordic languages, and Latvia has the highest pool of employees speaking Nordic languages in Baltics. Secondly, both cultural and distance proximity plays an important role. Nordic countries historically have been the largest foreign investors in the economy of Latvia and we see whole generations of young talents that developed their careers in Nordic companies and are familiar with Nordic corporate culture. Thirdly, an important factor is what Latvians call Riga „a small big city”, on one hand Riga is not a huge city and it’s easy to solve day-to-day challenges, get attention from government on GBS sector and investors with few hundred FTEs are important; on the other hand, it’s big enough to provide educated talent and great quality of life which further attracts people, and good infrastructure. How has your business changed in CEE over the last 2-3 years? And what do you foresee in the next 2-3 years?

We see significant changes externally that triggers us to change how we operate. First, there is even higher fight for talent in the market, which makes HR to expand their scope to include marketing the company as a product. Secondly, push for automation and efficiency, especially in the transactional part of the business. Thirdly, GBS needs to focus more on the value it delivers to organizations apart of just labor arbitrage. Considering the decrease in transactional services and increase in more complex solutions it requires growth in employee competences, even higher pressure in fights for talents, and better integration with core business. We also see more focus on data protection and from this point of view, both the EU and Latvia have great potential for growing their GBS operations. RPA/Process Automation – please tell us what your company is doing in this space. What will you be doing in 2019/2020, and what impact do you expect this to have in the next 2-3 years? We have ambitious plans in terms of automation using RPA and AI. In the next two years, we plan to consolidate different systems and platforms we are using across the Group, increase level of automation using mainly internally-developed solutions as EVRY is providing RPA and AI as a service to our external customers. This of course requires a lot of work in standardizing and centralizing processes across the group, and the benefit is that some areas of deliveries can achieve up to 50% of automation. As for employees in Latvia, we plan to have a steady growth of 10%-20% per year. This will be achieved together with the automation through the increase in scope of tasks. 2-3 specific bits of advice to other firms keen to optimize their SSC/

Talent and Employment Issues. Currently we have more than 200 employees in Latvia; average growth rate in past two years was about 20% per year and even with automation plans it will be around same level of FTE growth in next 1-2 years. I believe that one of the most crucial skills that employees need is the ability to work in a constantly changing and learning environment. To stay competitive, we always need to challenge “status-quo” and I can see that in EVRY we are constantly in a change process. At the same time employees require much higher flexibility from the employer, in terms of when and where they can work. For example, we see a new trend that employees decide to take summer off and get back to the labor market in September. Specific cost savings that your firm has achieved (or comment about other efficiencies achieved) by operating in CEE. Labor arbitrage savings are individual, based on tasks near-shored and countries you nearshore from and to, and the difference might be quite significant. Apart of that, we see that in some deliveries, thanks to centralizing and changing processes we can save 20-30%. For example, in Customer service operations we target to double our efficiency through both unifying processes, governance structure and automation projects. My main experience comes from the outsourcing sector, where I have worked both for BPO and GBS companies and clients from Europe and US. At the end of 2017, I joined EVRY as General Manager, and since May 2019 I also serve as the Chairman of the Board of ABSL Latvia (Association of Business Service Leaders).

BPO DATA Factories

BPO DEAC

SSC DNB Bank ASA

| Business type: BPO | Services Provided: Data processing, quality management | Global HQ: Germany | Full Time Employees – December 2018: 20

Tel.: +371 67072100 | Business type: ITO/BPO | Global HQ: Latvia | Date started in CEE: 2009 | Full Time Employees – December 2018: 100

| Business type: SSC | Services Provided: Payments, accounts, credit | Global HQ: Norway | Full Time Employees – December 2018: 300

www.EuropeanBusinessServices.com

2019

Manager’s Profile

Alise Vilka Atea Global Services, Latvia Parent Company Name and parent company headquarters: Atea ASA, Norway What is your company is doing in CEE? Atea Business Services Center in Riga has been established in 2012 and started its operations with a bit more than 50 employees providing Financial, Procurement, Licensing specific, Sales support, Customer care operations. Today we are close to 200 employees providing services also within controlling, Software Asset Management, Microsoft Operations areas and as well as have Center of Excellence for Robotic Process Automation and Business Intelligence analytics. Services are provided mainly towards Atea Group companies in Sweden, Norway, Finland and Denmark. Explain why your company set up operations in CEE. Atea has established one central organization providing Application Packaging services back in 2006 which over time started to provide not only IT services but also support to business process (official SSC, today called Atea Business Services Center has been established around 2012). The main reasons for choosing Latvia back in 2006 was the infrastructure (direct flights to Nordic countries, internet availability) and good resource coverage with high level of education and English language skills. As for the establishment of Business Services Center, two main reason have been: already existing operations in Riga and EU funding (Job creation grant) support where also the Government of Latvia has been officially inviting Atea ASA to continue its investments in Latvia. How has your business changed in CEE over the last 2-3 years? And what do you foresee in the next 2-3 years? The change has not been very much different from what we see across the industry: higher level of complexity within provided services, more services that are also part of the delivery towards the End-customer (it’s been quite a significant change in terms of language barrier in Nordics where back in 2012 there has been significantly higher resistance to communication in English compared to today) and more services that we provided on behalf of the whole Atea Group. Also Robotic Process Automation has been increasing its visibility and volumes that has been like a “new” thing for the Business Services Center. Looking forward we see more involvement in data analytics and data visualization using business intelligence solutions. We see Business Process improvement & automation

2019

as one of the key areas where Business Center will be a great contributor. And we would like to be the Business Partner for Business Process Transformation and Digitalization. RPA/Process Automation – please tell us what your company is doing in this space. What will you be doing in 2019/2020, and what impact do you expect this to have in the next 2-3 years? We have established a Center of Excellence that works with process automation and RPA (as well as process analytics and business intelligence) – one central place for RPA (currently working mainly with UiPath) with support teams across Atea countries. Main projects have been across the business processes automation ensuring time saving and/or higher processing per one resource. Moving forward we expect to see more of endto-end process automations and less one-off, easy ideas therefore we have been increasing our process and RPA analytic capabilities. Regarding resources in next 2-3 years – I would assume that the team might be increasing by some 30-50% vs today continuing the shift that there are less people processing the operations and more working on/with technology. 2-3 specific bits of advice to other firms keen to optimize their SSC/ BPO operations in CEE. Or advice to a “newcomer” considering setting up in CEE. 1) Environment is important – SSC/BPO operations involve mainly younger generation where from our expereicne we see that „all doors shall be open” as much as the company can ensure it. We have amazing examples of people starting in one area/ position but having the environment where they are safe to say, do, play & apply for positions that they want to „try out” and they’ve turned out as our best shining talents! 2) People first – one of our company values is People. We do all we can think of (within our budgets) to ensure that our employees feel good and enjoy what they do! As for advice – perhaps the productivity will not reach the sky highs that soon, but if you are starting up, I would suggest to have a „People person” on board that would care about everyone on board no matter whether they reach the targets today or not. As we all have the capabilities to overperform, we just need the right support.

since we see the language barrier shrinking, which gives us the possibility to support not only the back-office functions but provide also customer-facing services. I think some of the functions will reduce people -count due to automation, but the shift will be also towards increasing the amount of “technology people”. Latvia has a very high share of labor with higher education which is an advantage. At the same time, there is a shift needed for the education system to have more attention towards the Global Business Services/Shared Services industry so that there would be more professionals who could continue and drive the business process transformation Today we find that people know one skill well; but we want them to cross over and integrate with other skills. I do believe that we have managed to create a good ground for finding talent, talent leadership and retention. As for the motivation part – I would say that there is no “one size fits all” solution; it is ongoing work with each person being individual and having his own challenges, her own views and dreams. There must be a good leadership team that knows how to ask, how to listen and how to make the craziest ideas and dreams happen! Specific cost savings that your firm has achieved (or comment about other efficiencies achieved) by operating in CEE. One great example we have form the past year: the volume of processed transactions in Accounts Payable increased by 15% where the total costs paid per year have reduced by 0,5%. This has been achieved via multiple components: process improvements, process automation both: ERP system and RPA and recourse management (who does what at what timings).

CEE Business Services Directory

Riga Latvia

I joined the company back in 2008 when we were a team of 43 employees and have been providing Application Packaging and Service Desk services. I had the great possibility to lead 3 out of our 4 ISO certifications and be part of close to all service offerings (both IT and business processes) and team setups we have built over these years reaching more than 400 employees in Atea Global Services. I am certified coach and the two coaching principles: its shall always be positive and forward looking are the ones I bring to myself and my teams life on day-to-day basis! I love the feeling when unbelievable has been achieved and even more I love to see my team members succeeding and living their dreams!

Talent and Employment Issues. Today we have close to 200 employees and the growth has been quite steady yearover-year for the past few years (by 10% from January 2018 to January 2019). For the next 2-3 years I would expect that the number of employees will continue to grow,

www.EuropeanBusinessServices.com

Latvia Riga

USA | Full Time Employees – December 2018: 63 | General manager: Frode Aasheim

SSC Dynatech Latvia | Business type: SSC | Services Provided: IT | Full Time Employees – December 2018: 350

Elva Baltic | Business type: ITO | Services Provided: Business managment, accounting software | Global HQ: Latvia | Full Time Employees – December 2018: 67

CEE Business Services Directory

BPO FactSet | Business type: BPO/ITO | Services Provided: IT, financial data software | Global HQ:

BPO Genpact Latvia | Business type: BPO | Services Provided: Call Center | Global HQ: Luxembourg | Full Time Employees – December 2018: 30

| Date started in CEE: 2003 | Full Time Employees – December 2018: 105 | General manager: Agnese Paegle, Director

Time Employees – December 2018: 84 | General manager: Hrafn Thorgeirsson

BPO Latvijas Tālrunis

| Business type: BPO | Global HQ: Germany | Date started in CEE: 2003 | Full Time Employees – December 2018: 49

SSC Lufthansa (Airo Catering Services Latvija SIA) | Business type: SSC | Services Provided: IT | Global HQ: Germany | Full Time Employees – December 2018: 50

SSC If Insurance

SSC MSC Shared Service Center Riga

Lattelecom Technology

SSC PrimeraAir Nordic

| Business type: ITO | Services Provided: IT; data center services, IT services, IT system integration | Global HQ: Latvia

Winner

Proof IT

PwC | Global HQ: USA

BPO Riga Accounting Hub | Business type: BPO | Services Provided: F&A: ship accounting, marine payroll, accounting | Global HQ: Latvia | Full Time Employees – December 2018: 40

Business Services Firm – the Baltics

Circle K Business Centre

CEE

Business Services Awards

2019

www.EuropeanBusinessServices.com

2019

Daugavpils Latvia

BPO Tieto Global Shared Service Centre Tieto Latvia, Tel.: +371 671 165 65

| Business type: BPO | Services Provided: In Riga, the company has a full-cycle financial SSC for Oracle-based global Tieto operations: accounting, master data, controlling, process design, ERP support. | Global HQ: Finland | Date started in CEE: 2006 | Full Time Employees – December 2018: 160 | General manager: Elmars Gengers, Director

Leipaja

Visma Enterprise, Ltd

BPO Baltik IT

Tel.: +371 67116211 | Business type: ITO/Hybrid | Services Provided: Visma Enterprse develops, implements and supports the ERP system Horizon. Visma Enterprise also provides IT system integration, contract-based development services and works with an extensive range of business analytics and financial planning solutions. | Global HQ: Norway | Date started in CEE: 2014 | Full Time Employees – December 2018: 145 | General manager: Antra Zalite, Director

CEE Business Services Directory

BPO Simplika

BPO Webhelp (incl. Runway) | Business type: BPO | Services Provided: Call center and telemarketing / tech helpdesk, bookings, information, market researh, surveys | Global HQ: France | Full Time Employees – December 2018: 324

BPO Zalaris HR Services Latvia, Ltd Tel.: +371 27 525 742

Winner

Emerging City – CEE

Riga (Latvia)

CEE

Business Services Awards

2019

59 www.EuropeanBusinessServices.com

Estonia Tallinn

| Services Provided: BPO: Customer services | Global HQ: France

BPO Arvato Services Estonia OU (Bertelsmann)

Euro Live Technologies, Ltd

Tel.: +372 610 03 00 | Business type: BPO | Services Provided: Customer Services, Call Center | Global HQ: Germany

SSC Blue Travel Services (SAS) Tel.: +372 6677 873 | Business type: SSC | Services Provided: SAS Group subsidiary Blue Travel Services | Global HQ: Sweden

CEE Business Services Directory

projects for Estonian as well as European customers. Fujitsu Estonia has also been a major player in Estonian public sector’s IT sphere development. | Global HQ: Japan | General manager: Susanna Malja, Head of EMEIA Finance Services

BPO CGI Estonia | Business type: BPO | Services Provided: 90% of CGI Estonia’s business is based on software development. | Global HQ: USA | Full Time Employees – December 2018: 200

Tel.: +371 66010660 | Services Provided: Euro Live Properties is a subsidiary of Playtech – the world's largest supplier of online gaming and sports betting software. | Global HQ: Estonia | Date started in CEE: 2008 | Full Time Employees – December 2018: 502

H1 Communications | Services Provided: Customer service, Technical support, Telemarketing, Switchboard and CRM services. | Global HQ: Sweden | General manager: Mona Rydén, COO (Sweden)

SSC Fujitsu Nordic Shared Services Tel.: +372 627 2300 | Business type: SSC | Services Provided: F&A, ITO, HR. Software development

CWT Estonia (Carlson Wagonlit) Tel.: +372 6407770

SSC Kuehne+Nagel Tel.: 327 261 045 67 | Business type: SSC | Global HQ: Germany | General manager: Mart Ambur, Head of IT Centre Tallin/ Member of the Board

SSC NATO Cooperative Cyber Defense COE | Business type: SSC hybrid | Services Provided: | Global HQ: USA

Nortal Tel.: +372 610 1990 | Services Provided: ITO. international high-end software development solutions provider in public and private sector.

SSC Hurtigruten Estonia | Business type: SSC | General manager: Angel Moledo, Director

SSC Konecranes

SSC Orkla Accounting Centre

Tel.: +372 611 27 95 | Business type: SSC | Services Provided: Multi-functional: F&A, IT Services, HR | Global HQ: Finland

Tel.: +372 621 90 02 | Business type: SSC | Services Provided: Finance/F&A for 13 Orkla businesses in Norway and Denmark | Global HQ:

Tallinn Arvato Services Estonia OU (Bertelsmann) Blue Travel Services (SAS) CGI Estonia CWT Estonia (Carlson Wagonlit) Euro Live Technologies, Ltd

Fortum CFS Eesti OU Fujitsu Nordic Shared Services H1 Communications Hurtigruten Estonia Konecranes Kuehne+Nagel

Population: 1,330

Stora Enso Sunny Business Services Sutherland Estonia Symantec Transcom Viking Line

NATO Cooperative Cyber Defense COE Nortal Orkla Accounting Centre Ramirent Baltics AS Runway Estonia Statoil Fuel & Retail

TALLINN Narva [67] [400]

Jõgeva

Jõgeva [6]

Backoffice Services

Tartu Finnair Shared Services Fortumo

Parnu [46]

Tartu

Võru Danpower

[101]

Võru [13]

Population figures in thousands

www.EuropeanBusinessServices.com

2019

Jõgeva Estonia

Ramirent Baltics AS Tel.: +372 650 1060 | Services Provided: SSC-Multifunctional: F&A, IT Services | Global HQ: Finland

Statoil Fuel & Retail Tel.: +372 675 77 00 | Services Provided: SSC: regional treasury in Tallinn providing liquidity, funding, risk services to subsidiaries in NO, SE, DK, LT, LV, EE, PL and RU | Global HQ: Norway | Date started in CEE: 2010 | General manager: Kai Realo, head of Statoil Fuel & Retail Eesti

localization, Legal, IT maintenance and web, Marketing, Property cleaning and management. | Full Time Employees – December 2018: 85 | General manager: Mati Annus, Managing Director

Sutherland Estonia | Services Provided: BPO: Customer Support | Global HQ: USA | General manager: Diana Rästas, Talent Acquisition Manager

SSC Symantec Tel.: 372 6 390 800 | Business type: SSC | Services Provided: Captive: software development for US parent | Global HQ: USA

Transcom

Fortumo Tel.: +372 682 7500 | Services Provided: Lading global provider of direct carrier billing.

Voru Danpower Tel.: +372 786 41 52 | Business type: Captive | Services Provided: Parent company Statwerker Hannover operates call center services for its utilities customers. | Global HQ: Germany | General manager: Manfred Schüle, Group MD

Tel.: +372 673 72 00 | Services Provided: BPO: Customer care | Global HQ: Germany | General manager: Katrin Holst, Country Manager

SSC Viking Line Tel.: + 372 666 3966 | Business type: SSC | General manager: Andreas Remmer, Group CFO

Jõgeva

SSC Stora Enso

BPO Backoffice Services

Tel.: +372 714 00 00 | Business type: SSC | Services Provided: SSC Multi-functional: F&A, IT Services, HR; help desk, IT services, and internal training team. | Global HQ: Sweden | Date started in CEE: 2010

Tel.: +372 776 0244 | Business type: BPO | Services Provided: Accounting, Hosting, Freeware

BPO Sunny Business Services

Tel.: +372 56 656 706 | Business type: SSC | Services Provided: data management, data processing and accounting services within the group.

Tel.: +372 684 14 00 | Business type: BPO | Services Provided: Accounting, Translation and

| Global HQ: Finland | Full Time Employees – December 2018: 150 | General manager: Leela Lepik, Managing Director

CEE Business Services Directory

Norway | Date started in CEE: 2014 | Full Time Employees – December 2018: 60+ | General manager: Kristiina Koel, Manager

Tartu SSC Finnair Shared Services

Winner

New Entrant – SSC

Booking.com

CEE

Business Services Awards

2019

61 www.EuropeanBusinessServices.com

Czech Republic Prague

Czech Republic Prague SSC AB InBev Business Centre Tel.: +4202-7207-8763 | Business type: SSC | Services Provided: Sales and transactional support for operations across Europe. Performs select activities within Export, Finance and Procurement functions. | Global HQ: Belgium | Date started in CEE: 2006

| Full Time Employees â&#x20AC;&#x201C; December 2018: 550 | General manager: Jakub Novotny, Robotics Automation Deployment Lead (RPA project manager)

BPO Abra Software | Business type: BPO/ITO

BPO Accace

Hradec KrĂĄlovĂŠ

CEE Business Services Directory

Johnson Control KomerÄ?nĂ banka

PlzeĹ&#x2C6;

Ä&#x152;eskĂĄ LĂpa

[95]

Johnson Controls

Pardubice

PRAHA

[171]

Foxconn NonStop s.r.o

[1,238]

BPO Adecco | Business type: BPO/ITO

SSC Adobe Systems | Business type: SSC

Ä&#x152;eskĂŠ BudÄ&#x203A;jovice, [96]

[91]

ExlService (Schneider Logistics) Salmon Software Schneider Logistics

Bosch KomerÄ?nĂ banka Minerva E.ON

OkĹ&#x2122;ĂĹĄky OkĹ&#x2122;ĂĹĄky

IT4 Innovations K2 ATMITEC KomerÄ?nĂ banka Kvados Moneta MoneyÂ Bank NESS NetDirect O2 OKIN Business Process Services PrvnĂ VĂtkovickĂĄ PersonĂĄlnĂ Â Â Â Railsformers RWE ZĂĄkaznickĂŠ sluĹžby, SIEMENS Stora Enso Wood Products TIETO Czech VĂtkovice Accounting VĂtkovice IT Solutions Xerox

Pardubice

Olomouc

Ä&#x152;eskĂŠ BudÄ&#x203A;jovice

PlzeĹ&#x2C6;

AB InBev Business Centre Abra Software Accace Accenture Services s.r.o. Adastra Adecco Adobe Systems ADP Employer Services Alpiq Amazon Logistics Prague Anect Anheuser-Busch InBev Aon Benfield Arbes Technologies Ariba Czech s.r.o. Asseco Central Europe Asseco Solutions Atlas Copco Services s.r.o. Avast AXA Assistance Barclays Biocev blue-infinity Bluelink International CZ Bodycote SSC BSC Praha CA Technologies - Prague Technology Center CAD Studio Canon Carrier CDK CDK Global Ä&#x152;EZ KorporĂĄtnĂ sluĹžby

ABB (CZOPC) Â Â Â AutoCont CZ AxaÂ Assistance Canon Ä&#x152;EZÂ KorporĂĄtnĂ sluĹžby CGI IT Czech Republic ComData Czech D-Ploy DHL Express (Czech Republic) DSV ROAD EmbedIT GMC Software Technology Gordic IBA CZ IBM Ä&#x152;eskĂĄ republika IETECH Innogy

Liberec [106] Ä&#x152;eskĂĄ LĂpa [39] Ă&#x161;stĂ nad Labem Hradec KrĂĄlovĂŠ [92]

Ă&#x161;stĂ nad Labem

Prague

Ostrava

Ä&#x152;EZ KorporĂĄtnĂ sluĹžby Comdata Ella CS GMC Software Technology Kingspan KomerÄ?nĂ banka Lion Teleservices

Ä&#x152;EZ KorporĂĄtnĂ sluĹžby Comdata Knorr-Bremse Czech Republic KomerÄ?nĂ banka Laird Technologies

ADP Aimtec Ä&#x152;EZ KorporĂĄtnĂ sluĹžby Hay Group (Korn Ferry) Kerio KomerÄ?nĂ banka NTIS PDM Technology Sony DADC

BPO Adastra | Business type: BPO/ITO

| Business type: BPO/ITO

Liberec

Population: 10,541

BPO Accenture Services s.r.o. Tel.: +420 221 984 545 | Business type: BPO | Services Provided: BPO: F&A, purchasing, customer support, HR, etc. | Global HQ: USA | Full Time Employees â&#x20AC;&#x201C; December 2018: 1700 | General manager: Ota KulhĂĄnek, Director, Accenture Business Services

Ostrava

Olomouc

[316]

[102]

RoĹžnov pod RadhoĹĄtÄ&#x203A;m

Brno [404]

MANN+HUMMEL

Otrokovice [18]

RoĹžnov pod RadhoĹĄtÄ&#x203A;m ON Semiconductor

Otrokovice LAPP KABEL s.r.o.

CGI Cigler software Clearstream Operations Prague s.r.o. (Deutsche Borse) Cleverlance Enterprise CN Group Cognizant Technology COM PLUS Comdata Commerz Systems Commerzbank Concur Covidien AG Crown Worldwide Movers CSC D-Ploy Deutsche BĂśrse Services DHL IT Services Diebold Nixdorf Dimension Data DXC Technology eBay EDITEL Edwards Lifesciences Eli Beamlines Eman EmbedIT EPAM Systems Epiroc ESET Etnetera EUC Premium Expedia

ExxonMobil Business Support Centre Czechia Fleetcor Foxconn Development GE Aviation Czech GEM System Gemalto GEP GoodData Google Guerbet Hay Group (Korn Ferry) HCL Technologies Hewlett Packard Hoerbiger Honeywell International (SSC) HSBC IBA Group IBM Ä&#x152;eskĂĄ Republika ICON Communication Centres ICZ Information Systems Infosys BPO ING Group International SOS Assistance Interoute Czech s.r.o. Inventi Development IXPERTA J&T Services Jarden Business Services Group JATO JNJ Global Business Services, s.r.o.

Kiwi.com Knorr-Bremse Services Europe s.r.o. KomerÄ?nĂ banka Konica Minolta Business Landis+Gyr s.r.o. Logan SSC Lukoil Accounting & Finance Europe Mallinckrodt / Curium Manpower Group Medtronic Merck Sharp & Dohme Microsoft Monster Worldwide Morosystems MSD IT Global Innovation Center NESS NNIT Novartis Novell OKsystem Operations Prague Oracle Ortho Clinical Diagnostics Panalpina Business Services (Prague), s.r.o. Pfizer Global Financial Solutions Centre Process Solutions, s.r.o. Profinit Regus EMEA Financial Services Center

Research Centre RR Donnelley S&T CZ Sabris CZ SAP Business Services Centre Europe s.r.o Savencia Fromage & Dairy Scanservice Servodata Siemens s.r.o. Sirva SITA Information Networking Computing B.V. Skype Software602 Solar Turbines EAME Solutions Czech SONY DADC Steelcase T-Systems TMF Group Transcom Worldwide Trask Solutions TTC Marconi Unicorn Unicredit Group Valeo Veeam Vema Vodafone Webcom Your System Zebra Technologies

Brno

ABB ACER Admas Apprise Software AT&T Atlas Copco Services Avast AVG Ceitec Ceplant Ä&#x152;EZ KorporĂĄtnĂ sluĹžby CGI Comdata CzechGlobe Delivery Centre Deloitte Deutsche Telekom Dixons Carphone CoE, s.r.o. Edwards Group - Finance Shared Services EmbedIT Fabory CZ Holding, s.r.o. FEI (Thermo Fisher Scientific) Financial Express FNZ Gardner Denver CZ + SK, s.r.o. GoodData HeidelbergCement Honeywell Technology Solutions IBM Global Services Delivery Centre IMI International (Norgren)

IMI Precision Engineering IMTM Infosys (Czech Republic) Limited, s.r.o. Itself KBC Group Kiwi.com KomerÄ?nĂ banka Konica Minolta Business Lear Corporation Lufthansa InTouch Group Telesales Mediclinic a.s. Monster Worldwide CZ, s.r.o. Motorola Solutions CZ NESS NetSuite / Oracle Pixmania PPG Industries Czech Republic, s.r.o. Red Hat SAP Services Services Europe CZ Seznam.cz Software AG SolarWinds Solitea Ä&#x152;eskĂĄ republika Solutions Czech Tescan Orsay Holding TESCO Service Center Xura Y Soft Solutions Zebra Technologies

Population figures in thousands

www.EuropeanBusinessServices.com

2019

14 - 17 OCTOBER 2019 | PRAGUE

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Czech Republic Prague

BPO ADP Employer Services

BPO blue-infinity

BPO CN Group

SSC eBay

| Business type: BPO/ITO

SSC Alpiq | Business type: SSC

SSC Amazon Logistics Prague | Business type: SSC | Services Provided: Logistics | Global HQ: USA | General manager: Jonathan Martin Bisek, Operations Manager

BPO Anect | Business type: BPO/ITO

SSC Anheuser-Busch InBev | Business type: SSC

CEE Business Services Directory

BPO Aon Benfield | Business type: BPO/ITO

BPO Arbes Technologies | Business type: BPO/ITO

BPO Asseco Central Europe | Business type: BPO/ITO

BPO Asseco Solutions | Business type: BPO/ITO

BPO Avast | Business type: BPO/ITO

SSC Barclays Tel.: +420 261 097 800 | Business type: SSC | Services Provided: F&A | Global HQ: UK

SSC Biocev

| Business type: SSC

BPO Bluelink International CZ

BPO Cognizant Technology

| Business type: BPO/ITO

BPO COM PLUS

BPO EDITEL

| Business type: BPO/ITO

BPO Comdata

SSC Edwards Lifesciences

| Business type: BPO/ITO

| Business type: SSC | Services Provided: F&A | Global HQ: USA | General manager: Petr Vašek, Finance Director EMEA / CM Czech Rep

SSC Bodycote SSC

BPO Commerz Systems

| Business type: BPO/ITO

SSC Commerzbank

BPO Eli Beamlines

| Business type: SSC

| Business type: BPO/ITO

BPO BSC Praha

BPO Concur

BPO Eman

| Business type: BPO/ITO

CA Technologies – Prague Technology Center Tel.: +420 226 205 800 | Business type: Hybrid | Services Provided: F&A, IT, Customer support, and Inside Sales. PTC has become one of CA\\'s key offices in EMEA. | Global HQ: USA | Date started in CEE: 2005 | Full Time Employees – December 2018: 400+

SSC CAD Studio | Business type: SSC

SSC Canon | Business type: SSC

BPO Carrier | Business type: BPO/ITO

BPO CDK | Business type: BPO/ITO

SSC Covidien AG

BPO EmbedIT

Tel.: +420 236 073 100 | Business type: SSC | Services Provided: F&A, operations, and other strategic services for the company network in EMEA. | Full Time Employees – December 2018: 150 | General manager: Olga Bartonova

| Business type: BPO/ITO

SSC Crown Worldwide Movers

BPO ESET | Business type: BPO/ITO

CSC

BPO Etnetera

| Business type: BPO/ITO

SSC CDK Global

BPO D-Ploy | Business type: BPO/ITO

SSC ČEZ Korporátní služby

| Business type: SSC

BPO CGI | Business type: BPO/ITO

BPO Cigler software | Business type: BPO/ITO

SSC Deutsche Börse Services SSC DHL IT Services Tel.: 420 288 800 000 | Business type: SSC | Services Provided: SSC for IT operations. Belongs to the Global Business Services division of DP DHL which bundles all common and non-business-specific services and provides them at cost and at world-class service levels to the entire DP DHL group. | Global HQ: Holland | Date started in CEE: 2004 | Full Time Employees – December 2018: 1300

SSC Diebold Nixdorf | Business type: SSC

SSC Cleverlance Enterprise

BPO Dimension Data

Tel.: +420 266 177 166 | Business type: SSC | Services Provided: BPO | General manager: Jiri Kostlan, Project Manager

| Business type: BPO/ITO

www.EuropeanBusinessServices.com

BPO Epiroc | Business type: BPO/ITO

| Business type: SSC

| Business type: SSC | Services Provided: IT services

| Business type: SSC

BPO EPAM Systems | Business type: BPO/ITO

BPO DXC Technology

BPO EUC Premium | Business type: BPO/ITO

SSC Fleetcor | Business type: SSC

SSC Foxconn Development | Business type: SSC

SSC GE Aviation Czech | Business type: SSC

BPO GEM System | Business type: BPO/ITO

BPO Gemalto | Business type: BPO/ITO

| Business type: BPO/ITO

2019

Prague Czech Republic

BPO GEP

BPO Infosys BPO

| Business type: BPO/ITO

SSC Knorr-Bremse Services Europe s.r.o.

| Business type: BPO/ITO

| Business type: SSC | General manager: David Bohm, Head of Regional Businesss Service Europe

| Business type: BPO/ITO

SSC ING Group

SSC Komerční banka

SSC Oracle

| Business type: SSC

| Business type: BPO/ITO

BPO Google | Business type: BPO/ITO

BPO Guerbet | Business type: BPO/ITO

SSC Hay Group (Korn Ferry) | Business type: SSC

BPO Hewlett Packard | Business type: BPO/ITO

| Business type: SSC

BPO Hoerbiger

SSC Inventi Development

| Business type: BPO/ITO

| Business type: SSC

SSC Honeywell International (SSC)

BPO IXPERTA

| Business type: BPO/ITO

BPO HSBC | Business type: BPO/ITO

BPO IBA Group | Business type: BPO | Services Provided: IT service provider with offices in 11 countries. Focus areas: mainframe systems; enterprise, web, and mobile applications; SAP solutions; business analytics; and Big Data. Serves clients in 40+ countries across banking, transport, manufacturing, telecom, oil&gas, and other industries. Top 5 clients: IBM, Goodyear, Fujitsu Technology Solutions, Gazprom, and Rockwell Automation | Global HQ: Belarus | Date started in CEE: 1999 | Full Time Employees – December 2018: 2600+ | General manager: Sergei Levteev, Group Chairman

BPO IBM Česká Republika | Business type: BPO/ITO

BPO ICON Communication Centres | Business type: BPO/ITO

BPO ICZ | Business type: BPO/ITO

BPO Information Systems | Business type: BPO/ITO

SSC J&T Services | Business type: SSC

SSC Jarden Business Services Group Tel.: +420 284814250 | Business type: SSC | Services Provided: F&A. Services nearly 30 different Jarden affiliates operating in more than 20 countries in EMEA. Services: A/P, A/R, GL, Treasury and Customer Service areas. | Global HQ: USA | Date started in CEE: 2015 | Full Time Employees – December 2018: 100+ | General manager: Radka Bellissimo, Head of SSC

BPO JATO | Business type: BPO/ITO

SSC JNJ Global Business Services, s.r.o. Tel.: +420 227 012 111 | Business type: SSC | Services Provided: GFS EMEA is one of 5 Johnson & Johnson Global Financial Services organizations supporting the major financial processes of Johnson & Johnson EMEA Operating Companies. Processes include: P2P, A/P (N.America), AtR (Reporting, VAT, FA,Inv) as well as Invoice to Cash for the MD&D EMEA business. | Global HQ: USA | Date started in CEE: 2006 | Full Time Employees – December 2018: 300+ | General manager: David Mansfeld, Managing Director, Global Services, EMEA

SSC Kiwi.com | Business type: SSC

2019

SSC Konica Minolta Business | Business type: SSC

SSC Landis+Gyr s.r.o. | Business type: SSC

SSC Logan SSC | Business type: SSC

BPO Mallinckrodt / Curium | Business type: BPO/ITO

SSC Manpower Group | Business type: SSC

SSC Medtronic Tel.: +420 236 073 100 | Business type: SSC | Global HQ: USA

BPO Operations Prague

Ortho Clinical Diagnostics | Business type: R&D

SSC Pfizer Global Financial Solutions Centre Tel.: 420 283 004 111 | Business type: SSC | Services Provided: F&A. Supports the Russian market and 9 CEE markets. | Global HQ: USA | Date started in CEE: 2015 | Full Time Employees – December 2018: 150 | General manager: Mark McWalter, GFS Executive Manager (Ireland)

SSC Merck Sharp & Dohme

BPO Process Solutions, s.r.o.

| Business type: SSC

Tel.: +420 222 740 000 | Business type: BPO | Services Provided: F&A | General manager: Tomas Frkal

SSC Microsoft | Business type: SSC

SSC Monster Worldwide | Business type: SSC

BPO Morosystems | Business type: BPO/ITO

SSC MSD IT Global Innovation Center Tel.: 420 277 026 000 | Business type: SSC | Services Provided: IT specialists. | Global HQ: USA | Full Time Employees – December 2018: 200+

SSC NESS | Business type: SSC

BPO NNIT | Business type: BPO/ITO

SSC Novartis | Business type: SSC

SSC Novell | Business type: SSC | Services Provided: BPO/IT services | General manager: Maros Mihalič, Country Manager

BPO Profinit

CEE Business Services Directory

BPO GoodData

BPO OKsystem

| Business type: BPO/ITO

BPO Research Centre | Business type: BPO/ITO

SSC RR Donnelley Tel.: +420-257-409-011 | Business type: SSC | Services Provided: F&A | Global HQ: USA | General manager: Soňa Houtová, HR Manager

BPO S&T CZ | Business type: BPO/ITO

BPO Sabris CZ | Business type: BPO/ITO

www.EuropeanBusinessServices.com

A 3r n d n u al

USA–Europe

“Connecting ‘mid-market’ US firms with experienced SSC investors in Central-Eastern Europe”

www.SharedServicesEurope.com

Business Services Summit & Awards Harvard Club of New York 19 September 2019

Nominated Companies

Awards audited by

www.SharedServicesEurope.com

Czech Republic Brno

SSC Savencia Fromage & Dairy | Business type: SSC

SSC Scanservice | Business type: SSC

BPO Servodata

CEE Business Services Directory

| Business type: BPO/ITO

BPO Trask Solutions | Business type: BPO/ITO

BPO TTC Marconi | Business type: BPO/ITO

BPO Unicorn | Business type: BPO/ITO

BPO Ceplant

BPO HeidelbergCement

| Business type: BPO/ITO

BPO ČEZ Korporátní služby

SSC Honeywell Technology Solutions

| Business type: BPO/ITO

| Business type: SSC | Services Provided: R&D center. The largest research and innovation centre in Central Europe, working on Aircraft Technologies and Automotive Systems | Global HQ: USA

BPO CGI | Business type: BPO/ITO

BPO Comdata | Business type: BPO/ITO

BPO CzechGlobe | Business type: BPO/ITO

BPO Delivery Centre | Business type: BPO/ITO

SSC Siemens s.r.o.

BPO Valeo

BPO Deloitte

| Business type: BPO/ITO

BPO Veeam

SSC Deutsche Telekom

| Business type: BPO/ITO

| Business type: SSC

BPO Vema

SSC Dixons Carphone CoE, s.r.o.

| Business type: BPO/ITO

Tel.: +420 724 173 085 | Business type: SSC | Services Provided: F&A, IT Services/Software Development, HR or Payroll, Data Analytics/ Management, Logistics/Supply Chain, Customer Support/Call Centre/ Telemarketing | Global HQ: UK | Date started in CEE: 2007 | Full Time Employees – December 2018: 520 | General manager: Olga Pavlikova, Director of Centre of Excellence

BPO Sirva

SSC Vodafone

| Business type: BPO/ITO

| Business type: SSC

SSC SITA Information Networking Computing B.V.

| Business type: BPO/ITO

SSC Skype | Business type: SSC

BPO Software602 | Business type: BPO/ITO

SSC Solar Turbines EAME | Business type: SSC

BPO Solutions Czech | Business type: BPO/ITO

SSC SONY DADC | Business type: SSC

SSC Steelcase | Business type: SSC

SSC T-Systems | Business type: SSC

BPO TMF Group | Business type: BPO/ITO

BPO Transcom Worldwide

| General manager: Zbyněk Kadidlo, General Manager, Czech and Slovakia

Tel.: 420 221507811 | Business type: BPO | Services Provided: Call Centre | Date started in CEE: 2006 | Full Time Employees – December 2018: 100

BPO Webcom BPO Your System | Business type: BPO/ITO

BPO Zebra Technologies | Business type: BPO/ITO

Brno SSC ABB | Business type: SSC

SSC Edwards Group – Finance Shared Services Tel.: +420 776 793 732 | Business type: SSC | Services Provided: F&A (also oversees S. Korea) | Global HQ: USA | Full Time Employees – December 2018: 145

BPO EmbedIT | Business type: BPO/ITO

BPO Fabory CZ Holding, s.r.o. | Business type: BPO/ITO

BPO Admas

SSC FEI (Thermo Fisher Scientific)

| Business type: BPO/ITO

| Business type: SSC | Global HQ: USA

BPO Apprise Software

BPO Financial Express

| Business type: BPO/ITO

BPO AT&T

BPO FNZ

| Business type: BPO/ITO

SSC Atlas Copco Services

SSC Gardner Denver CZ + SK, s.r.o.

| Business type: SSC

BPO Avast | Business type: BPO/ITO

AVG BPO Ceitec | Business type: BPO/ITO

www.EuropeanBusinessServices.com

BPO GoodData | Business type: BPO/ITO

BPO IMI International (Norgren) | Business type: BPO/ITO

SSC IMI Precision Engineering Tel.: +420 532 278 111 | Business type: SSC | Services Provided: F&A | Full Time Employees – December 2018: 30 | General manager: Vlasta Svitakova, HR Manager Eastern Europe

BPO IMTM | Business type: BPO/ITO

BPO Infosys (Czech Republic) Limited, s.r.o. Tel.: +420 542 212406 | Business type: BPO | Services Provided: BPO: Sales Order Management, F&A, Insurance Services, Banking | Global HQ: India | Date started in CEE: 2004 | Full Time Employees – December 2018: 450 | General manager: Jan Skoták, Infosys BPO Regional Center Head

BPO Itself | Business type: BPO/ITO

BPO KBC Group | Business type: BPO/ITO

BPO Kiwi.com | Business type: BPO/ITO

SSC Komerční banka | Business type: SSC

SSC Konica Minolta Business | Business type: SSC

SSC Lear Corporation | Business type: SSC

SSC Lufthansa InTouch Group Telesales Tel.: +420 515 503 160 | Business type: SSC | Services Provided: BPO: Customer Support/Call Centre/ Telemarketing. Lufthansa InTouch is a worldwide network of Lufthansa Service Centers with headquarters in Berlin. We assist Lufthansa

2019

Ceska Lipa Czech Republic

BPO Solitea Česká republika | Business type: BPO/ITO

BPO Solutions Czech | Business type: BPO/ITO

SSC Mediclinic a.s.

BPO Tescan Orsay Holding

| Business type: BPO/ITO

BPO NESS | Business type: BPO/ITO

BPO NetSuite / Oracle

SAP Services BPO Services Europe CZ | Business type: BPO/ITO

BPO Seznam.cz | Business type: BPO/ITO

SSC Software AG Tel.: +420 543 524 666 | Business type: SSC | Services Provided: IT and F&A. In Germany, IDS Scheer is among the top 10 IT service providers. | Global HQ: Germany | Full Time Employees – December 2018: 30

BPO SolarWinds | Business type: BPO/ITO | Global HQ: USA

BPO Xura | Business type: BPO/ITO

SSC Knorr-Bremse Czech Republic SSC Komerční banka

BPO D-Ploy | Business type: BPO/ITO

Okříšky u Jihlavy SSC MANN+HUMMEL Service s.r.o. Tel.: +420 568 898 181 | Business type: SSC | Services Provided: F&A, IT Services/Software Development, HR, Data Analytics, R&D, Pension/ Investment fund Accounting/Admin | Global HQ: Germany | Full Time Employees – December 2018: 292 | General manager: Bernd Boketta, Vice President and Managing Director

BPO Zebra Technologies

Ceska Lipa SSC Johnson Controls Tel.: +420 567 322 883-5 | Business type: SSC | Services Provided: F&A, HR, IT services in European languages | Global HQ: USA | Full Time Employees – December 2018: 110+

| Business type: SSC

SSC E.ON | Business type: SSC

SSC Komerční banka | Business type: SSC

BPO Minerva | Business type: BPO/ITO

Hradec Králové SSC ČEZ Korporátní služby | Business type: SSC

BPO Comdata | Business type: BPO/ITO

BPO Laird Technologies

BPO Y Soft Solutions

| Business type: BPO/ITO

ComData Czech

| Business type: BPO/ITO

Olomouc

SSC DHL Express (Czech Republic) | Business type: SSC | Services Provided: accounting, tax accounting, consulting, marketing, road transport, trade and services

SSC DSV ROAD | Business type: SSC | Services Provided: International and domestic transportation

EmbedIT | Business type: ITO | Services Provided: IT Services

SSC ExlService (Schneider Logistics)

BPO GMC Software Technology

Tel.: +420 585 577 111 | Business type: SSC | Services Provided: SSC (fin/acc/CCC) | Global HQ: USA | Full Time Employees – December 2018: 173

| Business type: BPO/ITO

SSC Salmon Software Tel.: +420 775 995 661 | Business type: SSC | General manager: Gary Thomas, Managing Director

SSC Gordic | Business type: SSC | Services Provided: IT and accounting methodology

BPO IBA CZ | Business type: BPO/ITO | Services Provided: IT, Mobile application

SSC Schneider Logistics

BPO IBM Česká republika, spol. s r.o

Tel.: +420 281 088 111 | Business type: SSC | Services Provided: Financial and accounting services | Full Time Employees – December 2018: 230

| Business type: BPO/ITO | Services Provided: IT Services | Global HQ: USA

Ostrava SSC ABB (Operační centrum Česká republika (CZOPC) | Business type: SSC | Services Provided: process automation, IT

BPO IETECH | Business type: BPO/ITO

BPO Innogy | Business type: BPO/ITO

BPO IT4 Innovations | Business type: BPO/ITO

BPO Ella CS

SSC AutoCont CZ

BPO K2 ATMITEC

| Business type: BPO/ITO

| Business type: SSC

BPO GMC Software Technology

Axa Assistance

| Business type: BPO/ITO | Services Provided: IT Services

| Business type: BPO/ITO

| Services Provided: providing assistance insurance products

BPO Kingspan | Business type: BPO/ITO

BPO Komerční banka

SSC Komerční banka | Business type: SSC

SSC Canon

BPO Kvados

| Business type: SSC

| Business type: BPO/ITO

ČEZ Korporátní služby, s.r.o.

SSC MONETA MONEY BANK

BPO Lion Teleservices

| Services Provided: transport services, management of movable and immovable property, administrative

| Business type: SSC | Services Provided: support staff, offering products,

| Business type: BPO/ITO

2019

BPO Comdata | Business type: BPO/ITO

| Business type: SSC

SSC Bosch

| Business type: BPO/ITO

| Business type: Hybrid | Services Provided: BPO: IT services | Date started in CEE: 2015

Pixmania

BPO Red Hat

CGI IT Czech Republic s.r.o.

| Business type: SSC

České Budějovice

SSC ČEZ Korporátní služby | Business type: SSC

SSC TESCO Service Center

| Business type: BPO/ITO

SSC PPG Industries Czech Republic.

Liberec

support services, accounting, payroll calculation and personnel

CEE Business Services Directory

customers, along with the customers of other companies within the Lufthansa Group | Global HQ: Germany | Date started in CEE: 2005 | Full Time Employees – December 2018: 300 | General manager: Roman Tesar, MD

www.EuropeanBusinessServices.com

Czech Republic Otrokovice

approval of loan products, support staff outlets, answering questions

RWE Zákaznické služby, s. r. o.

SSC NESS

| Services Provided: matters related to the collection of gas and electricity

| Business type: SSC

BPO NetDirect, s.r.o. | Business type: BPO/ITO | Services Provided: providing software, consultancy in hardware and software, technical consultancy, professional courses, advertising and commercial activities

SSC O2 | Business type: SSC | Services Provided: clearance of private and corporate customers, call customer care, handling reklepmací, offering products and services company

CEE Business Services Directory

BPO OKIN Business Process Services Tel.: +420 724 614 658 | Business type: BPO | Services Provided: BPO: sales support, project management and coordination of deliveries, technical and customer support | Global HQ: Czech | Full Time Employees – December 2018: 1500 | General manager: Smith Daniel (dan.smith@okinbps.com), Stefańská Sylvie (Sylvie. Stefanska@okinbps.com), Bureš Vít (Vit.Bures@okin.eu) +420 266 055 635

BPO První Vítkovická Personální | Business type: BPO/ITO | Services Provided: HR services

BPO Railsformers | Business type: BPO/ITO | Services Provided: development of internet and intranet systems and web applications

SSC SIEMENS | Business type: SSC | Services Provided: services in accounting, purchasing and HR for other countries of Siemens

Stora Enso Wood Products | Business type: Hybrid | Services Provided: ITO: IT services and software development | Global HQ: Finland | Full Time Employees – December 2018: 120+

SSC VÍTKOVICE ACCOUNTING a.s. | Business type: SSC | Services Provided: accounting

SSC Vítkovice IT Solutions | Business type: SSC | Services Provided: logistics

SSC VÍTKOVICE IT SOLUTIONS a. s., | Business type: SSC | Services Provided: IT services

BPO XEROX | Business type: BPO/ITO | Services Provided: customer care, telesales, administration, technical support | Global HQ: USA

Otrokovice

SSC Komerční banka | Business type: SSC

SSC LAPP KABEL s.r.o. Tel.: 420 573 501 000 | Business type: SSC | Services Provided: F&A. Lapp Systems GmbH is owned by the Lapp Group specialising in customised cable and line system assemblies. | Global HQ: Germany | Full Time Employees – December 2018: 55

BPO NTIS | Business type: BPO/ITO

BPO PDM Technology | Business type: BPO/ITO

SSC Sony DADC Tel.: 420-377-169-240 | Business type: SSC | Services Provided: F&A, procurement, call centre | Global HQ: Japan

NonStop s.r.o Tel.: +420 466 266 720 | Business type: Hybrid | Services Provided: BPO: Recruitment and training | Full Time Employees – December 2018: 40 | General manager: Kevin Smith, Founder

Plzen

Roznov pod Radhostem SSC ON Semiconductor Tel.: 420 571 753 111 | Business type: SSC | Services Provided: F&A, supply mng, logistics, HR and Design center ( Computing, Consumer, Power Supply, LED Lighting, Portable) | Full Time Employees – December 2018: 94

Ústí nad Labem SSC Johnson Control | Business type: SSC

SSC ADP

SSC Komerční banka

| Business type: SSC

SSC Aimtec | Business type: SSC

SSC ČEZ Korporátní služby | Business type: SSC

SSC Hay Group (Korn Ferry) | Business type: SSC

BPO Kerio | Business type: BPO/ITO

EBSA

EUROPEAN BUSINESS SERVICES ASSOCIATION

70 www.EuropeanBusinessServices.com

2019

Bratislava Slovakia

Project Management, Analytics | Global HQ: USA | Date started in CEE: 2016 | Full Time Employees – December 2018: 930

| Global HQ: Germany | Date started in CEE: 2003 | Full Time Employees – December 2018: 165

SSC Air Dispatch

Amazon

| Business type: SSC | Services Provided: Air Dispatch CLC opened a centralised load control (CLC) centre in January 2016. The company is the world’s leading provider of specialist load control services to airlines. | Global HQ: UK | General manager: Nick Yeadon, Managing Director, Air Dispatch CLC

Tel.: 421-2-32324012 | Services Provided: F&A, Vendor Quality Management, Payroll, Customer Service, Sales, Analytics, Support | Global HQ: USA | Date started in CEE: 2011 | Full Time Employees – December 2018: 977

Arval Slovakia | Services Provided: Car and Vehicle Leasing Fleet Management, Contract Hire and Leasing | Global HQ: France | Date started in CEE: 2004 | Full Time Employees – December 2018: 98

Adient

Allianz Technologies

| Business type: | Services Provided: F&A, IT, Purchasing, Logistics, Sales, HR,

| Services Provided: F&A,, IT, Data Management, Business Consultancy

AT&T Global Network Services Slovakia Tel.: 421-2-69257211 | Services Provided: Customer Service Management, Sales, Billing & Accounting, Reporting, Service

Delivery, Assurance, Network Engineering, Supply Management | Global HQ: USA | Date started in CEE: 2002 (2006 Kosice) | Full Time Employees – December 2018: 3577 | General manager: Gabriel Galgoci, Slovakia Country General Manager & Director Client Network Operations Management

SSC Austrian Airlines SSC Tel.: 421-2-49402100 | Business type: SSC | Global HQ: Austria

Trnava Peikko Business Shared Service PSA Services Centre Europe ZF

Prešov

Piešťany ON Semiconductor

Žilina

Považská Bystrica

Považská Bystrica [42]

Púchov

Senica

[30]

Nitra [90]

Nové Zámky [46]

Bratislava

Accenture Services Achilles Information Slovakia Adient Air Dispatch Allianz Business Services Allianz Technologies Amazon Arval Slovakia AT&T Global Network Services Slovakia Austrian Airlines SSC BASF CAPCO

2019

Košice [233]

O2 Telefonica Gemerska Horka SCA Hygiene Products Slovakia Essity Slovakia

[66]

BRATISLAVA

[79]

Banská Bystrica

Trnava [433]

Banská Bystrica

Piešťany

[20]

[89]

Danfoss Power Solutions a.s.

[18]

Senica

Prešov

Považská Bystrica

Púchov

Continental

Maccafferi Central Europe

Population: 5,421

Schaeffler Slovensko Siemens

[81]

Danfoss Power Solutions a.s.

Gebrüder Weiss Raiffeisen Informatik

Zilina

CEE Business Services Directory

Bratislava

CBRE Corporate Outsourcing Covestro DELL Deutsche Telekom Services Europe DuPont Slovakia (Danisco Slovakia) DXC Technology (former HP Enterprise Services Slovakia) Emerson Network Power/Vertiv Erste Group IT International Faurecia Slovakia SSC First Data Genpact GEODIS Calberson Slovensko

Košice

Nitra INS Data Ledvance UNIQA Group Service Center

Global Blue Henkel Slovensko, spol. s r.o. Hewlett-Packard Slovakia IBM (ISC) ING Business Shared Services Insignia Lifestyle Services Europe Slovakia IQVIA RDS Slovakia Johnson Controls International KONE Shared Service Centre LENOVO European Global Supply Chain Centre Mondelez European BSC

Nové Zámky Osram NESS Slovensko OMV Orange Business Services PricewaterhouseCoopers CEE Firm Services (PwC) Quintiles Slovakia Regional Card Processing Centre RSC Raiffeisen Service Center SIA Slovakia (former First Data) Siemens Siemens Healthcare s.r.o. Siemens PSE s.r.o., Slovakia Soitron

Spin Master Sutherland Global Services Swiss Post Solutions Swiss Re Swiss Re UNIQA 4WARD UNIQA Group Service Center Slovakia Vertiv WMD CEE s.r.o. Yanfeng Automotive Interiors Zurich Insurance Company

Holcim Business Services AT&T Global Network Services Slovakia Diebold Nixdorf Global IT Operations Center Embraco Global Business Support Fpt Slovakia LafargeHolcim European Business Services Siemens T-Systems (Deutsche Telekom) Lednické Rovne Yura Corporation

Population figures in thousands

www.EuropeanBusinessServices.com

Slovakia Bratislava

CAPCO | Services Provided: SSC – Finance, HR ; BPO- Business Analysis, Technical Consulting, Project Management | Global HQ: Belgium | Date started in CEE: 2013 | Full Time Employees – December 2018: 158

SSC First Data

Tel.: 421-2 32252200 | Business type: SSC | Global HQ: USA | Full Time Employees – December 2018: 103

DXC Technology

Genpact

CBRE Corporate Outsourcing

(former HP Enterprise Services Slovakia)

| Services Provided: Enterprise Facilities Management, Advisory & Transaction Services, Project Management, Management Consulting, Etc. | Global HQ: USA | Date started in CEE: 2016 | Full Time Employees – December 2018: 109

| Services Provided: Cloud Engineering, Application Development & Services, Solutioning, Global Engineering, Process Optimalization, IT Operations, IT Infrastructure Management, Supply Chain, Server Management, Data Administration, Support Services | Global HQ: USA | Date started in CEE: 2004 | Full Time Employees – December 2018: 1352

| Services Provided: F&A | Global HQ: USA | Date started in CEE: 2015 | Full Time Employees – December 2018: 100

Covestro | Services Provided: F&A, Payment Processes, Reporting | Global HQ: Germany | Date started in CEE: 2016 | Full Time Employees – December 2018: 217

DELL

CEE Business Services Directory

SSC DuPont Slovakia (Danisco Slovakia)

Tel.: 421-2-57508040 | Services Provided: F&A, Customer Service, Sales, Marketing, HR, IT, Software Solutions, Digital, Procurement | Global HQ: USA | Date started in CEE: 2002 | Full Time Employees – December 2018: 1974 | General manager: Silvia Jelenikova, Co-Site Lead of Dell GBC & HR Director CEE Region

Deutsche Telekom Services Europe Tel.: 421-2-55640130 | Services Provided: F&A, Procurement, IT | Global HQ: Germany | Date started in CEE: 2009 | Full Time Employees – December 2018: 625

Global Blue

Erste Group IT International | Services Provided: Information Technology, Information Systems, Hardware (HW) and Software (SW) | Global HQ: Austria | Date started in CEE: 2016 | Full Time Employees – December 2018: 250

Tel.: +421 232 222 514 | Services Provided: F&A, Customer Service, IT, Tax Free Shopping and Currency Processing Services | Global HQ: Switzerland | Date started in CEE: 1995 | Full Time Employees – December 2018: 258

manager: Hardware B2B Support, Application Management, Martin Sura

BPO IBM (ISC) | Business type: BPO | Global HQ: USA (NY) | Date started in CEE: 2000 | General manager: Paul Burt, IBM ISC Managing Director and Location Leader

ING Business Shared Services | Services Provided: Risk Management & Analytics, Finance & Accounting, Retail Banking Operations, Security Administration, Payments Processing, IT support, Customer Support | Global HQ: Netherlands | Date started in CEE: 2015 | Full Time Employees – December 2018: 400 | General manager: Gyorgy Orlov, General Manager

Insignia Lifestyle Services Europe Slovakia | Services Provided: Customer support and customer care services for premium credit card holders, Concierge services and lifestyle management | Global HQ: United Kingdom | Date started in CEE: 2016 | Full Time Employees – December 2018: 50

IQVIA RDS Slovakia | Services Provided: Clinical Monitoring and Site Management, Medical and Scientific Services, Health Technology Assessment, Data Analytics, IT & Development, Finance & Accounting, HR, Payroll, Market Research, Procurement | Global HQ: USA | Date started in CEE: 2002 | Full Time Employees – December 2018: 435

Winner Employer Branding Initiative

IBM International Services Centre s.r.o. (IBM FEST Slovakia)

CEE

Business Services Awards

2019

www.EuropeanBusinessServices.com

2019

Banská Bystrica Slovakia

support in projects in the area, Sven Rossbach

PricewaterhouseCoopers CEE Firm Services (PwC)

Tel.: +421 2 5728 5000 | Business type: SSC | Services Provided: F&A, Purchasing, IT, Analytics, HR, Administration, Legal, Marketing, Sales | Global HQ: USA | Date started in CEE: 2007 | Full Time Employees – December 2018: 1613 | General manager: Kristina Drobcova, Vice President Finance Operations EMEA

Tel.: +421 904 941 500 | Services Provided: F&A Invoicing, Banking Operations, Customers Billing, Billing Support, Financial Analysis & Financial Statements Preparation, Reporting, Budgeting | Global HQ: United Kingdom | Date started in CEE: 2008 | Full Time Employees – December 2018: 102 | General manager: Mária Jančovičová, SSC Leader – PwC CEE Firm Services

Soitron

SSC Yanfeng Automotive Interiors

| Services Provided: IT Outsourcing – Managed Network Services, Managed Data Centre Services, Service Desk Services, Desktop Management, Process Outsourcing, Monitoring | Global HQ: Slovak Republic | Date started in CEE: 2005 | Full Time Employees – December 2018: 372 | General manager: Bartosz Skalski

Quintiles Slovakia

Spin Master

Tel.: +421 2 68 201 611 | Business type: Hybrid | Global HQ: USA | General manager: providing expert clinical services and innovative solutions for pharmaceutical companies, Our office houses highly trained clinical monitors.

| Services Provided: Finance, Supply Chain Management, Procurement | Global HQ: Canada | Date started in CEE: 2016 | Full Time Employees – December 2018: n/a

LENOVO European Global Supply Chain Centre

Regional Card Processing Centre

KONE Shared Service Centre

Tel.: 421-2-68688001 | Services Provided: F&A, ales, Customer Service, IT & Software Development, Technical Support, HR, Business Operations, Procurement | Global HQ: China | Date started in CEE: 2005 | Full Time Employees – December 2018: 805 | General manager: Breffni O'Donovan, Lenovo Bratislava Site Leader and Executive Director of EMEA Customer Fulfillment

Mondelez European Business Services Centre Tel.: 421-2-49401104 | Services Provided: F&A,HR, Procurement, Logistics, IT | Global HQ: USA | Date started in CEE: 2004 | Full Time Employees – December 2018: 600 | General manager: Holly Ferreira, Strategic Vendor Delivery Lead and EBSC Lead

NESS Slovensko | Services Provided: IT System Integration, SoftDev, Tech Infrastructure | Global HQ: Israel | Date started in CEE: 1991 | Full Time Employees – December 2018: 80

OMV | Services Provided: F&A HR, Product Supply & Sales, Card Sales, Pricing | Global HQ: Austria | Date started in CEE: 1991 | Full Time Employees – December 2018: 160

Orange Business Services Tel.: 421-2-38190684 | Services Provided: Analytics, Customer Service, Sales, IT, Systems Engineering, Technology Development (ICT) | Global HQ: France | Date started in CEE: 2001 | Full Time Employees – December 2018: 356 | General manager: Dana Prekopova, Head Customer Services and Operations Europe

2019

| Services Provided: Payment cards issuing, payment cards maintenance and transactions processing, Merchant acquiring (akceptácia platobných kariet u obchodníkov), Fraud Risk monitoring (monitoring podvodných transakcií) | Global HQ: Austria | Date started in CEE: 2000 | Full Time Employees – December 2018: 147

Sutherland Global Services | Services Provided: Business Process Outsourcing, Technology Management Services, Process Transformation Services, Back Office Support, Customer Service, Order Processing, Technical Support | Global HQ: USA | Date started in CEE: 2014 | Full Time Employees – December 2018: 31

Swiss Post Solutions Swiss Re

RSC Raiffeisen Service Center

SSC Swiss Re

| Services Provided: F&A,Treasury & Securities services, Customer Care, Accounting | Global HQ: Austria | Date started in CEE: 2014 | Full Time Employees – December 2018: 150

Tel.: +421 2 5831 5400 | Business type: SSC | Services Provided: Finance, IT, Business Services, Technical Accounting, Asset Management, Human Resources, Legal & Compliance, Audit, Facility Management | Global HQ: Switzerland | Date started in CEE: 2007 | Full Time Employees – December 2018: 1350 | General manager: Finance, IT, Peter Hämmerli

SIA Slovakia (former First Data) | Services Provided: Support Functions related to Payment Transactions, Customer Service, Logistics, Finances | Global HQ: USA | Date started in CEE: 1994 | Full Time Employees – December 2018: 488

Siemens | Services Provided: Software Development in the Area of Industry Automation and Intelligent Trasportation Systems, Finance & Accounting | Global HQ: Germany | Date started in CEE: 1993 | Full Time Employees – December 2018: 656

Siemens Healthcare s.r.o. | Services Provided: IT Development in the area of healthcare solutions, diagnostics and customer support | Global HQ: Germany | Date started in CEE: 2015 | Full Time Employees – December 2018: 309

SSC Siemens PSE s.r.o., Slovakia Tel.: 421-2-59704701 | Business type: SSC | Global HQ: Germany | Date started in CEE: 1993 | Full Time

UNIQA 4WARD | Services Provided: Risk management, Actuary services, | Global HQ: Austria | Date started in CEE: 2018 | Full Time Employees – December 2018: 15

UNIQA Group Service Center Slovakia Vertiv | Services Provided: Finance Analytics & Controlling, Technical Support, Contract Management & Administration, Data, IT, Customer Service, Sales, Procurement, Logistics | Global HQ: USA | Date started in CEE: 2004 | Full Time Employees – December 2018: 160

WMD CEE s.r.o. Tel.: +421 2 37700940 | Business type: Hybrid | Global HQ: Germany | Date started in CEE: 2016 | General manager: coordination of WMD sales activities and offer

Zurich Insurance Company | Services Provided: Accounting, Actuarial Reporting, Financial Analysis and Planning, Risk Estimation, Modeling, Development of Software Applicationand Applications, Business Intelligence, Project Management, Process Management, Change Management | Global HQ: Switzerland | Date started in CEE: 2006 | Full Time Employees – December 2018: 180 | General manager: Wolfgang Fischer, CEO

Gemerska Horka SSC SCA Hygiene Products Slovakia Tel.: 421 5 87860200 | Business type: SSC | Global HQ: Sweden | Full Time Employees – December 2018: 30

Essity Slovakia | Services Provided: F&A, Purchase to Pay, Order to Cash, Record to Reports, HR Transactional | Global HQ: Sweden | Date started in CEE: 2007 | Full Time Employees – December 2018: 30

CEE Business Services Directory

Employees – December 2018: 1058 | General manager: , Jozef Hruska

SSC Johnson Controls International spol. s r.o.

Košice SSC Holcim Business Services Tel.: +421 911 051 078 | Business type: SSC | Global HQ: Switzerland | Full Time Employees – December 2018: 75 | General manager: F&A: B2R, O2C and HRM services. , Laszlo Mocsy

AT&T Global Network Services Slovakia Tel.: 421-2-69257211 | Services Provided: Customer Service Management, Sales, Billing & Accounting, Reporting, Service Delivery, Assurance, Network Engineering, Supply Management | Global HQ: USA | Date started in CEE: 2002 (2006 Kosice) | Full Time Employees – December 2018: 3577 | General manager: Gabriel Galgoci, Slovakia Country General Manager & Director Client Network Operations Management

www.EuropeanBusinessServices.com

Slovakia Lednické Rovne

Diebold Nixdorf Global IT Operations Center | Services Provided: Security & Finance, Project & Process & IT Architecture, Storage & Backup, Linux-based Support, Client-oriented Administration, Technical Support, Process Coordinations, Control Center Operations | Global HQ: USA | Date started in CEE: 2017 | Full Time Employees – December 2018: 91

Embraco Global Business Support | Services Provided: F&A, HR | Global HQ: Brazil | Date started in CEE: 2016 | Full Time Employees – December 2018: 100

CEE Business Services Directory

Fpt Slovakia | Services Provided: Software Development, Implementation and Maintenance of SAP Solutions, Independent Testing, Cloud Services, Custom Applications | Global HQ: Vietnam | Date started in CEE: 2004 | Full Time Employees – December 2018: 215

LafargeHolcim European Business Services s.r.o. | Services Provided: Financial Transactions, Accounting, Invoicing, Master Data Maintenance to HR | Global HQ: Switzerland | Date started in CEE: 2014 | Full Time Employees – December 2018: 377 | General manager: Júlia Kočišová, Internal Communication Specialist

T-Systems (Deutsche Telekom)T-Systems (Deutsche Telekom) Tel.: +421-911-724-408 | Services Provided: Technology, Data Management, Analytics, Software Development, IT, HR, Customer Service, Finance & Accounting, Reporting | Global HQ: Germany | Date started in CEE: 2006 | Full Time Employees – December 2018: 3918 | General manager: Martin Džbor, Head of Strategic Development

Lednické Rovne

Ledvance | Services Provided: F&A, Controlling, Customer Service, Procurement, HR, IT, Marketing | Global HQ: Germany | Date started in CEE: 2016 | Full Time Employees – December 2018: 258

SSC UNIQA Group Service Center Slovakia

Senica SSC Maccafferi Central Europe Tel.: +421 2 20 24 00 56 | Business type: SSC | Global HQ: Italy | General manager: Antonio Canfora, Managing Director

Nové Zámky

Trnava

Osram

SSC Peikko Business Shared Service

Piešťany ON Semiconductor | Services Provided: Sales & Marketing, Customer Service & Support Center, IT center, Quality, Finance | Global HQ: USA | Date started in CEE: 2001 | Full Time Employees – December 2018: 323

Považská Bystrica Danfoss Power Solutions a.s. Tel.: +421424301108 | Services Provided: Finance & Accounting, Invoicing, Financial Analytics, Sales, Marketing, Procurement | Global HQ: Denmark | Date started in CEE: 2007 | Full Time Employees – December 2018: 80 | General manager: Jana Briffa, Director, European Service Center

Prešov Gebrüder WeissGebrüder WeissGebrüder WeissGebrüder Weiss | Services Provided: administrative support | Global HQ: Rakúsko | Date started in CEE: 2016 | Full Time Employees – December 2018: 20

SSC Raiffeisen Informatik

| Services Provided: Planning | Global HQ: South Korea | Date started in CEE: 2006 | Full Time Employees – December 2018: 20

INS Data

Púchov

Yura Corporation

Nitra

| Business type: Hybrid | Services Provided: Part of UNIQA Group Austria. | Global HQ: Austria | General manager:

ZF | Services Provided: F&A, HR, support of indirect purchasing, salees | Global HQ: Germany | Date started in CEE: 2006 | Full Time Employees – December 2018: 60

Žilina SSC Schaeffler Slovensko Tel.: +421 4 14205911 | Business type: SSC | Services Provided: Finance & Accounting, Sales, Procurement, Customer Service, Credit Risk Management Services, Internal audit, Cash flow management | Global HQ: Germany | Date started in CEE: 2014 | Full Time Employees – December 2018: 84

Tel.: 421 3 77760100

www.EuropeanBusinessServices.com

2019

Budapest Hungary

SSC Acelity Tel.: 36-1-880-2501 | Business type: SSC | Services Provided: F&A for this medical services firm. | Global

Budapest

Accenture Kft. Acelity Agco Hungary Kft. Agoda International Hungary Kft. Albemarle Magyarország Kft. Avaya Avis Budget Group Business Support Center, Budapest B. Braun Medical zrt. BDO Hungary BlackRock Hungary Kft BP BSC Kft. BT (British Telecommunications) in Hungary Celanese BBSC Celergo Hungary Kft. Citibank Europe Plc. Magyarországi Fióktelepe CloudAgents Zrt. Cognizant Technology Solutions Hungary Kft.

Computacenter Services Hungary Corning Hungary Kft. CPL Integrated Services CRH (Holcim) Cushman & Wakefield Shared Service Center DHL Supply Chain Hungary Ltd. Diageo Business Services Docler SSC DXC Technology E-Sense E.ON Ügyfélszolgálati Kft. Eaton - EMEA Business Service Center ECOLAB Ellerton Call Centers Kft. Emirates (SSC) Magyarországi Fióktelepe Enterprise Services Hungary Enterprise Services Magyarország kft. EPAM System Kft.

HQ: USA | Date started in CEE: 2010 | Full Time Employees – December 2018: 250+ | General manager: Peter Fazekas, General Manager

Employees – December 2018: 115+ | General manager: Emese Szakacs, Managing Director

Acelity

BPO Agoda International Hungary Kft.

Tel.: +36 1 880 2100 | Global HQ: USA

ESAB ExxonMobil BSC Hungary FAO (UN) FrieslandCampina Service Centre EMEA Kft. GE Global Operations Center Getronics EMEA Távolsági Szolgáltató Zrt. Givaudan Finance Services Kft. Greif BSC Europe Kft. Grundfos Financial Shared Services Szolgáltató Kft. Hellmann Shared Service Center Kft. IBM Capital (Hungary Kft.) IBM International Shared Service Center IFRC IT Services Hungary Kft. KBC Global Services KLM Financial SSC KPMG Global Services Hungary

FORD

SSC Albemarle Magyarország Kft.

Nokia Solutions and Networks Kft. Nu Skin Eastern Europe Kft. NXP Pactera Technology Hungary Kft. Photel Kommunikációs Zrt. Process Solutions Randstad Sourceright Kft. Roche (SSC) Szolgáltató (Európa) Kft. RSM DTM Hungary (BPO Hungary) Safeguard World Hungary Kft. SAP Global Support Center SAPA Profiles Kft. Sykes Közép-Európa Kft. Syngenta Services Magyarország Kft. T-Systems Tata Consultancy Services Ltd. Tech Mahindra Tesco Service Center

Thermo Fisher SC TMF Group Transcom Transcom Hungary Kft. Trenkwalder Ubiquity Global Services Hungary UNHCR United Nations High Commissioner for Refugees Unicall Communication Group Kft. UNICEF Global SSC Unisys Global Services Viacom International Hungary Kft. Vodafone (VSSB Vodafone Szolgáltató Központ Budapest Zrt.) WHO World Health Organization

Szentendre

Budaörs BUDAPEST [1,740] Törökbálint Törökbálint Telenor Common Operation Székesfehérvár [102] Szolnok Vasvár Székesfehérvár TetraPak

[4]

Vasvár Enterprise Services Magyarország

Hódmezővásárhely Villeroy & Boch

Paks Aldi Magyarország Élelmiszer Bt. Convergys Hungary Kft E.ON Ügyfélszolgálati Kft. Unisys Global Services

Pécs [157]

Miskolc 112 Call Factory Enterprise Services Magyarország kft. United Call Centers Vodafone (VSSB Vodafone Szolgáltató Központ Budapest Zrt.)

Miskolc

Nyíregyháza Lego Hungaria Kft. Raiffeisen

Nyíregyháza

[118]

Debrecen

[208]

Cloudagents E.ON Ügyfélszolgálati Kft. Flowserve Hungary Services Kft. Merlin National Instruments Transcosmos Informatikai Rendszer Támogató Szolgáltató

[74]

Arconic Global Business Services (GBS) Emerson Process Management Kft. Harman International IBM DSS Kft. SAPA Profiles Kft. Visteon

Pécs

BPO Avaya Tel.: +36 1 238 8200 | Business type: BPO | Services Provided: global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services.

Tel.: +361-883-9600

Lexmark International Technology Hungary, Ltd Liferay Hungary Kft. LogMeIn Lufthansa Technik Budapest Kft. MÁV Szolgáltató Központ Zrt. Merlin Misco Business Services Kft. Misco Business Services Kft. MOL Magyarorszag pénzügyi Szolgáltató Kft. Morgan Stanley Morgan Stanley Magyarország Elemző Kft. MVM Group (Hungarian Power Companies) Mylan European GBS Center Nissan

Szentendre Budaörs

CEE Business Services Directory

Budapest

[20]

Békéscsaba

Hódmezővásárhely [47] Szeged

[64]

Bekescsaba Budapest Bank Zrt.

[162]

Szeged Paks

Provident Pénzügyi

Nemzeti Üzleti Szolgáltató

Population: 9,849

Population figures in thousands

2019

www.EuropeanBusinessServices.com

Hungary Budapest

Manager’s Profile

2-3 specific bits of advice to other firms keen to optimize their SSC/ BPO operations in CEE. Or advice to a “newcomer” considering setting up in CEE. • Brand and employer branding has become very important, it is crucial to communicate how a company is positioned on the market. • Digital capability and capacity for innovation can result in a competitive advantage • Be ready to stabilize processes, but at the same time keep developing service offerings and level of expertise

Romke Noordhuis

CEE Business Services Directory

Managing Director Exxon Mobil Business Support Center, Budapest. Parent Company: Exxon Mobil Corporation

What is your company doing in CEE? The ExxonMobil Business Support Center Hungary was established in 2004 and has expanded rapidly to become one of the biggest support centers in Budapest. This year we are proudly celebrating our 15 year anniversary. We employ more than 1700 professionals, working in one of our functions: Finance, IT, Upstream Commercial, and Customer Service. Our center provides a wide range of services to ExxonMobil businesses regionally in Europe, Africa and the Middle East, while some services are provided across the globe. Through the years our office has been continuously expanding, with incoming new functions and activities, and in 2019 we are continuing the trend with additional Controllers, Upstream and IT positions. With over 80 nationalities present in our office, we enjoy an open, inclusive and supportive work environment and we are aiming to provide an exciting, long term career to our employees. How has your business changed in CEE over the last 2-3 years? And what do you foresee in the next 2-3 years? In the early 2000s, ExxonMobil developed the BSC model globally, and decided to establish 2 centers in Europe; Prague and Budapest were selected and both locations were established in 2004. The region and specifically Budapest was chosen because of the business-friendly

| Date started in CEE: 2001 | Full Time Employees – December 2018: 150 | General manager: György Gombár, Country Manager

SSC Avis Budget Group Business Support Center, Budapest Tel.: +36 (1) 887 1401 | Business type: SSC | Services Provided: F&A, IT services, HR, Data analytics. | Global HQ: USA | Date started in CEE: 2003 | Full Time Employees – December 2018: 1000+ | General manager: Rahul Malhotra, Director of Commercial Support Services

B. Braun Medical zrt.

| General manager: András Csató , CFO

environment and the availability of strong talent, which has enabled us to deliver very strong business results from Hungary. We have started up as a Business Support Center to provide support for EAME business operations. During the years the complexity and scope of the positions have increased, and Budapest is now clearly established as a strategic location in ExxonMobil’s global network. RPA/Process Automation – please tell us what your company is doing in this space. What will you be doing in 2019/2020, and what impact do you expect this to have in the next 2-3 years? We have certain automation and robotics initiatives in progress, others already in place. In the upcoming few years we will continue to work on reducing the transactional type of activities, mostly in the field of accounting, reporting and customer services, to replace them with more complex, strategic, value added ones.

BDO Hungary

| General manager: Péter Hajnal , Managing director, Partner

SSC BlackRock Hungary Kft Tel.: +36 1 686 0000 | Business type: SSC | Global HQ: USA | Date started in CEE: 2017 | General manager: Melanie Seymour, Managing Director

www.EuropeanBusinessServices.com

Talent and Employment Issues. We started up with 400 employees in 2004 and this year we will reach the level of 1700 employees, who are highly talented professionals with university degrees, speaking foreign languages. We have an amazing diversity in the office, both as nationalities, and diversity of skills. We hire them for a career, not for a position, and with a great range of initiatives we help them to reach their full potential. We are recognized as a family friendly company with a great track record of reintegrating parents after parental leave. Our employer branding initiatives are very popular both internally and externally, the established strategy helps to retain top talent, and also to make sure that our candidate pipeline is always full. Originally from the Netherlands. After getting my Master’s Degree in economics from the Erasmus University in Rotterdam, I started my career at ExxonMobil, working in multiple assignments in the field of Treasury and Controlling in various locations, including Singapore, Prague, the United States and Qatar. I arrived to Budapest in 2016, becoming the Managing Director, Lead Country Manager and Lead Controller for the Budapest Affiliate.

SSC Celanese BBSC

SSC Citibank Europe Plc. Magyarországi Fióktelepe

BPO Celergo Hungary Kft.

BPO CloudAgents Zrt.

Tel.: +361-235-3746

Tel.: +3619995300

2019

Budapest Hungary

General manager: Gill Trbovic, General Manager

SSC Docler SSC

BPO CPL Integrated Services

Tel.: 36-1-432-3000 | Business type: SSC | Global HQ: USA

BPO Cognizant Technology Solutions Hungary Kft.

| General manager: Ágoston Papp , Managing Director

Tel.: 361-456-7000 | Business type: BPO | Services Provided: Budapest center provides near-shore IT Development, IT Infrastructure Services and BPO support for global customers in sectors Pharma, Banking, Consumer Goods and Telecom. | Global HQ: USA | Date started in CEE: 2008 | Full Time Employees – December 2018: 440 | General manager: Kornél Csajtai, Center Head

SSC Computacenter Services Hungary | Business type: SSC | Services Provided: an extension of our main Barcelona Multilingual Service Centre, expand our European language capability and provide a skills pool for the wider Computacenter business. | Global HQ: USA | Date started in CEE: 2014 | Full Time Employees – December 2018: 200+ | General manager: James Nelson, BSC Leader

| Business type: BPO or ITO provider (external services) | Global HQ: Ireland | Date started in CEE: 2006 | General manager: Simone Olivo, Managing Director Hungary

CRH (Holcim)

SSC Cushman & Wakefield Shared Service Center Tel.: +36 1 268 1288 | Business type: SSC | Services Provided: Accounts Payable, Accounts Receivables and Data management. | Global HQ: USA | General manager: Tamás Polster, Head of Strategic Consulting EMEA

Winner

DXC Technology E-Sense

| General manager: Dénes Osztroluczky , Managing Director

E.ON Ügyfélszolgálati Kft.

| General manager: Béla Tóth , Managing Director

SSC Eaton – EMEA Business Service Center Tel.: +3614991000 | Business type: SSC | Services Provided: EMEA Services: HR, SCM, IT, Finance, Customer Care, Sales support, Commercial management as well as internal functional support (Audit, Compliance, Data protection). | Global HQ: USA | Date started in CEE: 2015 | Full Time Employees – December 2018: 400 | General manager: Csaba Szende, Human Resources Leader – EMEA BSC

SSC ECOLAB Tel.: + 36-1-880-5610; +36 1 880 5601 | Business type: SSC | Services Provided: BSSC is a Centre of Excellence for Order to Cash and Procure to Pay services for Ecolab | Date started in CEE: 2006 | Full Time Employees – December 2018: 250 | General manager: Gabor Masat, Director, SSC

BPO Ellerton Call Centers Kft. Tel.: +3630 870 8080

| Business type: BPO | Services Provided: Call Center | Date started in CEE: 2012 | General manager: László György, Managing Director

Enterprise Services Magyarország kft. | General manager: Zoltán Czibók , Managing Director

BPO EPAM System Kft. Tel.: +36-1-327-7400 | Business type: BPO | Global HQ: USA | General manager: Bence Vinko, Managing Director – CEE region

CEE Business Services Directory

| Business type: BPO | Services Provided: Customer Support/Call Centre/ Telemarketing. Provides a global solution for multilingual customer service in a pay-per-use model with home-based agents around the globe. | Global HQ: Hungary | Date started in CEE: 2008 | Full Time Employees – December 2018: 400 | General manager: Szmolinka Zsolt, CEO

BPO Firm of the Year

Tata Consultancy Services (Hungary)

CEE

Business Services Awards

2019

77 www.EuropeanBusinessServices.com

Hungary Budapest

ExxonMobil BSC Hungary Tel.: =36-1-344-3400 | Business type: Hybrid | Services Provided: Controllers, IT CoEs, Upstream Commercial, Integrated Solutions, Upstream BAR, Fuels&Lubes Business Operations, Customer Services, Tax. | Global HQ: USA | Date started in CEE: 2004 | Full Time Employees – December 2018: 1500+ | General manager: Romke Noordhuis, Director

FrieslandCampina Service Centre EMEA Kft.

CEE Business Services Directory

| General manager: Pieter van der Velden, CFO

SSC GE Global Operations Center | Business type: SSC | Services Provided: provides multifunctional integrated shared services to GE businesses in over 35+ countries throughout Europe and beyond. Staff speaking a total of 37 languages. 80% of the staff is Hungarian and the other 20% comprises 50 nationalities. | Global HQ: USA | Date started in CEE: 2014 | Full Time Employees – December 2018: 1600 | General manager: Björn Bergabo, General Manager

SSC Getronics EMEA Távolsági Szolgáltató Zrt.

SSC IBM International Shared Service Center Tel.: +36-1-777-1055 | Business type: SSC | Services Provided: F&A, HR, Customer Support, Call Center for IBM\\'s own operations | Global HQ: USA | Date started in CEE: 2004 | Full Time Employees – December 2018: 2300 | General manager: Edina Drabik , Managing Director

IFRC

| General manager: Elias Ghanem, Director

SSC Greif BSC Europe Kft.

SSC IT Services Hungary Kft.

SSC Grundfos Financial Shared Services Szolgáltató Kft.

SSC KBC Global Services

SSC Hellmann Shared Service Center Kft.

SSC KLM Financial SSC

| Business type: SSC | Global HQ: USA | Date started in CEE: 2016 | General manager: Eloed Sata, Managing Director

IBM Capital (Hungary Kft.)

| Global HQ: USA | General manager: Alan Knight, Budapest CoE Site Executive

Tel.: +36 1 371 7500

Winner

KPMG Global Services Hungary

| General manager: Michael Krell, Partner

SSC Lexmark International Technology Hungary, Ltd Tel.: +36-1-501-7228 | Business type: SSC | Services Provided: F&A, IT Services/Software Development, HR or Payroll, Data Analytics/ Management, Logistics/Supply Chain, Customer Support/Call Centre/ Telemarketing | Global HQ: USA | Date started in CEE: 2008 | Full Time Employees – December 2018: 350+ | General manager: Péter Csucska , Managing Director

Liferay Hungary Kft.

| General manager: Zsolt Balogh , General Manager

LogMeIn | Global HQ: USA | General manager: Zoltán Szegedi, Finance Manager

Lufthansa Technik Budapest Kft. | Global HQ: Germany | General manager: Sándor Szomora , CEO

MÁV Szolgáltató Központ Zrt.

| General manager: Viktor Zala , Managing Director

SSC Merlin Tel.: +36 1 815 4500 | Business type: SSC | Services Provided: ITO: IT Service Desk, Customer Service Centres, Infrastructure & Data Centre Support. Merlin operates from centres in the UK, Hungary (Budapest and Debrecen) and Manila. | Date started in CEE: 2010 | Full Time

Business Centre Manager – BPO

Tata Consultancy Services (Hungary) (Prabal Datta)

CEE

Business Services Awards

2019

www.EuropeanBusinessServices.com

2019

Budapest Hungary

Manager’s Profile

RPA/Process Automation – please tell us what your company is doing in this space. What will you be doing in 2019/2020, and what impact do you expect this to have in the next 2-3 years? Automation is part of our Strategy to improve Customer Interaction and Efficiency. We are planning to automate the simplest processes we have in the next 12 months. We are following a step by step approach to validate the effectiveness of this solution. We are not planning to automate bigger operational processes as of now, but this is the long-term plan.

Róbert Hosszu EMEIA Core Customer Operations Manager NI Hungary Kft, Debrecen Parent Company: National Instruments, Austin,TX

Explain why your company set up operations in CEE. • available talent pull (high quality of knowledge – low cost) • business friendly tax environment

Employees – December 2018: 315 | General manager: Zsolt Szmolinka, Head of Service Delivery Europe

Misco Business Services Kft.

| General manager: Alan Cantwell, CEO

2019

2-3 specific bits of advice to other firms keen to optimize their SSC/ BPO operations in CEE. Or advice to a “newcomer” considering setting up in CEE. Cooperation with Universities to help increase the talent pull. If we fight over the same number of talent what we have today, we will fail. We have to make this ocean more blue. • access to government and EU grants How has your business changed in CEE over the last 2-3 years? And what do you foresee in the next 2-3 years? Our FTEs and number of functions at the site has been growing continuously in the last 2-3 years. Especially the Customer Operations after the centralization of all of these activities in the EMEIA region. In 2017 we increased the employment in the Customer Operations by 50% within 6 months. In the next 2-3 years the growth in employment is expected to be lower but the complexity and the value add functions will grow significantly. Customer Operations is now a strategic department and the second largest department at the site.

SSC Morgan Stanley | Business type: BSC/SSC/Captive | Services Provided: Finance and accounting, Data and Analytics, Risk Management, Technology application development and engineering, mathematical modelling, client documentation, internal audit | Global HQ: USA (NY) | Full Time Employees – December 2018: 1600 | General manager: Norbert Fogarasi, Managing Director

Talent and Employment Issues. The site in Debrecen has around 1500 employees. I think the following are universal problems now in this region. • number of talent available • level of competencies (soft skills) vs. knowledge problems • retention is key • I think the company culture (at the site) is the number one differentiator as an employee. Today, I am responsible for all Core Customer Operations functions in the Shared Service Center in Debrecen and smaller functions in Bangalore (India), Yerevan (Armenia), Israel, Russia, Lebanon, Czech, Italy, France, and Germany.

László Hajdu-Németh , Executive Director

CEE Business Services Directory

What is your company doing in CEE? For more than 40 years, NI has developed high-performance automated test and automated measurement systems to help you solve your engineering challenges now and into the future. Our open, software-defined platform uses modular hardware and an expansive ecosystem to help you turn powerful possibilities into real solutions. NI is present in Hungary in two locations: Debrecen and Budapest. Budapest is a Sales Office supporting Eastern European region. In Debrecen we have the second largest site after the headquarters in Austin. This site was established in 2001 as the first manufacturing site outside of the US. In the last 18 years this site grew significantly in number of functions and headcount. Our headcount today is about 1500. Main functions at Debrecen are: Manufacturing; Global IT Support; Global Finance and Financial Shared Services; R&D; EMEIA Legal Department; HR and Global HR Shared Services; Customer Operations Shared Services.

SSC Nissan

SSC MVM Group (Hungarian Power Companies)

SSC Morgan Stanley Magyarország Elemző Kft.

| Business type: SSC | Services Provided: Largest state-owned company in Hungary. SSC: Treasury, Controlling, Accounting and Tax and CAPEX Allocation activities of the MVM Group, | Global HQ: Hungary | Full Time Employees – December 2018: 60 | General manager: Laszlo Szabo, Finance Director

Tel.: +36 1 881 4000 | Business type: SSC | Services Provided: SSC: F&A, Data Analytics, provides support across variety of services including IT, Financial Control, Operations, Credit Risk and Documentation. | Global HQ: USA | Date started in CEE: 2006 | Full Time Employees – December 2018: 1500+ | General manager:

SSC Mylan European GBS Center

Nu Skin Eastern Europe Kft.

NXP

SSC Nokia Solutions and Networks Kft.

| Global HQ: USA | General manager: Lilla Szerencsi , HR Manager

Tel.: +36 1 382 1900 | Business type: Hybrid | Services Provided: customer service, supply chain management | Global HQ: Holland | Date

www.EuropeanBusinessServices.com

Hungary Budapest

started in CEE: 2005 | Full Time Employees – December 2018: 110 | General manager: Attila Isco, Managing Director

BPO Pactera Technology Hungary Kft.

CEE Business Services Directory

| Business type: BPO | Services Provided: BPO/ITO: IT services, R&D services, and BPO services. Its IT services include consulting and packaged software services (CPS services), and application development, testing and maintenance services for custom applications (ADM services). | Date started in CEE: 2014 | Full Time Employees – December 2018: 230 | General manager: Antonio Montomoli, Vice President

RSM DTM Hungary (BPO Hungary)

| General manager: Balázs Horváth , Client Relations

BPO Safeguard World Hungary Kft. Tel.: +36 1 444 0700 | Business type: BPO | General manager: Szilveszter Bujdosó , Budapest Service Center Leader

BPO Photel Kommunikációs Zrt.

SSC SAP Global Support Center

| Business type: SSC | Services Provided: supporting services mainly to European SAP clients and SAP division and daughter companies. | Global HQ: Germany | Date started in CEE: 2001 | Full Time Employees – December 2018: 445 | General manager: Balázs Ablonczy , Managing Director

Randstad Sourceright Kft.

| General manager: Sándor Baja , Managing Director

SSC Roche (SSC) Szolgáltató (Európa) Kft. Tel.: 36 1 461 8900

SAPA Profiles Kft. Tel.: +36 1 287 8109 | Business type: Hybrid | General manager: Tamás Sipics , Finance Director

Chris Langley, Head of Finance SSC

Tata Consultancy Services Ltd. Tel.: 36 1 886 8000 | Business type: GBS/CoE | Services Provided: F&A, IT Services/Software Development, HR, Data Analytics, Customer Support | Global HQ: India | Date started in CEE: 2001 | Full Time Employees – December 2018: 1800 | General manager: Prabal Datta, General Manager

Tech Mahindra | Business type: Hybrid | Services Provided: Application Support, Infrastructure Support, Human Judgement, PharmaCo Vigilance, IT Service Desk | Global HQ: India | Full Time Employees – December 2018: 40500 | General manager: Prem Rawat, Group Manager-Service Delivery

SSC Tesco Service Center | Business type: SSC | Date started in CEE: 2019. | General manager: Rob Graham

Syngenta Services Magyarország Kft.

SSC Thermo Fisher SC | Business type: SSC

BPO TMF Group | Business type: BPO | General manager: Orsolya Ignácz , Director Client Services

BPO Transcom Tel.: 36 1 336 5000 | Business type: BPO | Services Provided: BPO: customer support, call center. In addition to the Operations area, Budapest is also one of Transcom’s global IT Support centers. | Date started in CEE: 2005 | Full Time Employees – December 2018: 350+ | General manager: Tamas Gabor, Country Manager

BPO Transcom Hungary Kft. | Business type: BPO | General manager: Jolanta Budzinska, Contact centre manager

SSC Trenkwalder | Business type: SSC

SSC Ubiquity Global Services Hungary | Business type: SSC | Global HQ: USA | General manager: Sagar Rajgopal, Managing Director

SSC UNHCR United Nations High Commissioner for Refugees Tel.: 36 1 336 3060 | Business type: SSC | Services Provided: F&A, supply management, HR, logistics | Global HQ: Switzerland | Date started in CEE: 2008 | Full Time Employees – December 2018: 476 | General manager: Ms. Shoko Shimozawa , Head of Global Service Center, Head of Global Learning and Development Center

Unicall Communication Group Kft. | General manager: Jan Koncsol , Country General Manager

| General manager:

Winner

Business Centre Manager – SSC – CEE

Telia (Marius Ivanauskas)

CEE

Business Services Awards

2019

www.EuropeanBusinessServices.com

2019

• • • •

scan & capture automation solutions and outsourcing services AP, P2P automation SaaS cloud solutions Sourcing, contract management SaaS cloud solutions accounting BPO

www.doqsys.com Budapest, Poznan, Manila, Dulles (VA)

Hungary Bekescsaba

Réka Juhász , Business Manager

SSC UNICEF Global SSC

CEE Business Services Directory

| Business type: SSC | Services Provided: The Global Shared Services Centre serves the entire organization, employing over 300 staff and operating in multiple languages; delivers a range of administrative services to all UNICEF offices, including payments and invoice processing, payroll, some hum | Global HQ: USA | Date started in CEE: 2016 | Full Time Employees – December 2018: 350 | General manager: Mark Beatty, Director, Global Shared Services Center

SSC WHO World Health Organization | Business type: SSC | Global HQ: USA | General manager: Franceso Moneta, Head of World Health Organization Budapest Centre

Bekescsaba Budapest Bank Zrt.

| General manager: Nikolett Bohus , Communications Manager

Budaors

Unisys Global Services

SSC TetraPak Hungaria Zrt.

Tel.: 361-801-0300 | Business type: Hybrid | Services Provided: ITO: provides outsourcing services, system integration and consulting services, infrastructure services, maintenance services and highend server technology. | Global HQ: USA | Date started in CEE: 2006 | Full Time Employees – December 2018: 700+ | General manager: Éva Bancze , Office Manager

Debrecen

SSC Merlin

Call Factory

| Business type: SSC | Services Provided: IT Services, Customer Support,BPO | Global HQ: UK | Full Time Employees – December 2018: 80

| Business type: Call Center | Services Provided: customer service | Full Time Employees – December 2018: 60

SSC National Instruments

| General manager: Zoltán Czibók , Managing Director

BPO Transcosmos Informatikai Rendszer Támogató Szolgáltató Kft. | Business type: BPO | General manager: Norbert Kovács , Office Manager

Hódmezővásárhely

BPO Cloudagents

SSC Villeroy & Boch

Tel.: +36 62 530530 | Business type: SSC | General manager: Annamária Szabó, SSC Head

E.ON Ügyfélszolgálati Kft.

| Business type: Contact Center | Services Provided: pre-screening of emergency requests. Both data sheets and voice are forwarded  to the ambulance, disaster recovery and police | Date started in CEE: 2012 | Full Time Employees – December 2018: 350

| General manager: Béla Tóth , Managing Director

Winner

Miskolc 112

Enterprise Services Magyarország kft.

United Call Centers | Business type: Call Center | Services Provided: customer service, customer management, sales and related business activities | Date started in CEE: 2009 | Full Time Employees – December 2018: 220 | General manager: Richárd Kozma , Operations Leader

Vodafone (VSSB Vodafone Szolgáltató Központ Budapest Zrt.) | Date started in CEE: 2009 | Full Time Employees – December 2018: 600 | General manager: Péter Major , Office Manager

Unique Services Provider – CEE

Tata Consultancy Services Ltd. Hungary Branch

CEE

Business Services Awards

2019

www.EuropeanBusinessServices.com

2019

Paks Hungary

Nemzeti Üzleti Szolgáltató Zrt.

| General manager: Zsuzsanna Gombkötő , Managing Director

Pécs Aldi Magyarország Élelmiszer Bt.

| General manager: Zoltán Hidvéghy , Director International IT

Convergys Hungary Kft

| General manager: Andrea Osztóx , Site Director

E.ON Ügyfélszolgálati Kft.

| General manager: Béla Tóth , Managing Director

Unisys Global Services Tel.: 361-801-0300 | Business type: Hybrid | Services Provided: ITO: provides outsourcing services, system integration and consulting services, infrastructure services, maintenance services and highend server technology. | Global HQ: USA | Date started in CEE: 2006 | Full

Vízkeleti Ágota, European Hub Manager

Szeged

Provident Pénzügyi Zrt.

| General manager: Levente Nemcsók , SSC Manager

Székely BPO ATALIAN Global Services Tel.: +36 1 887 3890 | Business type: BPO | Services Provided: Various | General manager: ,

Székesfehérvár SSC Arconic Global Business Services (GBS) | Business type: SSC | Services Provided: Captive: Procurement, F&A. GBS covers European and some North-American Financial and Administrative issues as well, while the Central Support Services provide the conditions of operation. | Global HQ: USA | Full Time Employees – December 2018: 250 | General manager:

SSC Emerson Process Management Kft.

SSC Harman International

| Business type: SSC | Services Provided: F&A, Logistics/Supply Chain, Customer Support. | Date started in CEE: 2000 | Full Time Employees – December 2018: 200

Szentendre FORD | Global HQ: USA | General manager: Viktor Molnár , Regional Director

Törökbálint Telenor Common Operation Zrt.

| General manager: dr. Gábor Kőrösi , Director Regulatory Affairs and Government Relations

IBM DSS Kft.

Vasvár

| Global HQ: USA | General manager: Zoltán Zerényi , Client Innovation Centre Executive

SAPA Profiles Kft.

Enterprise Services Magyarország kft. | General manager: Zoltán Czibók , Managing Director

Tel.: +36 1 287 8109 | Business type: Hybrid | General manager: Tamás Sipics , Finance Director

SSC Visteon Tel.: 36 22 530 300

CEE Business Services Directory

Paks

Time Employees – December 2018: 700+ | General manager: Éva Bancze , Office Manager

83 2019

www.EuropeanBusinessServices.com

Romania Bucharest

Active Power Solutions

Accace

| General manager: Mateen Memon, +40730339555

Adobe Systems

| General manager: Bogdan Badea

| Global HQ: USA | General manager: David Nuescheler

Accedio (Emcer Consult)

| General manager: Stefan Badescu

BPO ADP Centre of Excellence

SSC Accenture Services

Tel.: (4037) 228 – 6000 | Business type: BPO/SSC: F&A, HR | Global HQ: USA | Full Time Employees – December 2018: 983 | General manager: Razvan Patrunoiu, Managing Director

CEE Business Services Directory

Alexa Data Services at Amazon

| General manager: Iulia Balcanu

Advantage Software Factory SRL

| General manager: Vali Dragnuta

Acollada (TotalSoft SA) | Global HQ: | Full Time Employees – December 2018:

SSC Allianz Technology SE Munchen Sucursala Bucuresti

| Full Time Employees – December 2018:

Arvato Bertelsman

Aristonthermo Shared Service Center | Business type: F&A | General manager: Simona Vasilescu, Head of SSC

Arobs Transilvania Software

| General manager: Voicu Oprean

Ascendis

| General manager: Mariana Movila

BPO Atalian Global Services Tel.: +36 1 887 3890

LARGEST IT&OUTSOURCING COMPANIES IN ROMANIA -2018 IASI has won the "Emerging City of the Year CEE - ex Poland" at CEE Outsourcing Awards 2018 in Warsaw 3Pillar Global Emerson 8x8 Research and Innovations Endava Romania Expert Network Ness Romania Accenture - Energyquote Capgemini Softvision Accesa IT Consulting Evozon Systems NTT DATA Romania Almaviva Cegeka Fire Credit Sonovision Romania Accesa IT Systems Fortech Amazon Centric IT Solutions Focality OM Iaşi Tata Consultancy Services Altran Romania Frequentis Romania Arcadis Code 40 Development Gemini CAD Systems Oracle TEC Telecom Arobs Transilvania Software Genpact Asset Portofolio Romania Conduent Business Services GFK OSF Global Thinslices Development Imprezzio Global Artsoft Consult Go Daddy Pentalog Atexis Continental Unicredit B.I.S. Betfair Romania Development iquest Technologies Autoliv Distribution Toiture Mauricienne Iasi Security Software Preh Veo Bombardier Transportation SSC ISDC Romania Romsoft Basware E.ON Business Services Levi 9 VS Comunication Bosch R&D Language Weaver Beenear Endava Mind Software SCC Services Romania Webhelp Montran RBH Consulting Bitdefender EOS KSI MIOS Romania Silicon Service Xerox Romania Moonwalk Solutions Recognos Romania MSG Systems România Ria Solutions Cernăuţi National Instruments Small Footprint Neusoft EDC Softech Nordlogic Software Softvision NTT DATA Romania S.A. Stratec Biomedical Office Depot Service Center Thomsons Online Suceava Property Shark Benefits Quantic Lab Tora Trading Services CHIŞINĂU Ullink Uniqa Raiffeisen Software Oradea Nb. of Inhabitants: 445 thousands (Metropolitan Area); VE Interactive Students: 54,0 thousands; Wolters Kluwer Financial Services Emplozees in IT&Outsourcing domains: 18,4 thousands ; Yonder Nb. of Inhabitants: 450 thousands (Metropolitan Area); Arvato Services Stock Office: 260 thousands sq meters Târgu Mureş Students: 68,0 thousands; Nb. of coworking places:Bacău 8 Autoliv Romania Emplozees in IT&Outsourcing domains: 24 thousands ; Cerner Stock Office: 320 thousands sq meters Continental Nb. of coworking places: 13 Elektrobit Automotive Iquest Technologies Sibiu Kronsoft Development Nb. of Inhabitants: 445 thousands (Metropolitan Area); Galaţi NTT DATA Romania S.A. Students: 41,0 thousands; Emplozees in IT&Outsourcing domains: 17,0 thousands ; No. of Inhabitants: 406 thousands (Metropolitan Area); Pentalog romania Stock Office: 250 thousands sq meters Students: 21,0 thousands; Preh Nb. of coworking places: 7 Emplozees in IT&Outsourcing domains: 7,6 thousands ; Siemens Industry Software Stock Office: 110 thousands sq meters Stabiplan ACI Worldwide ISB Rom Nb. of coworking places: 7 Synertrade Alcatel Lucent NTT DATA Romania S.A. Tata Technologies Atoss Software Saguaro Print Waters Romania Berg Computers Sphinx IT Bosch Communication Center SSI Schaefer Continental Automotive Survey Sampling Ro Nb. of Inhabitants: 2 .3 mollions (Metropolitan Area); Craiova Students: 176,0 thousands; Datagroup-INT Syonic Emplozees in IT&Outsourcing domains: 94 thousands ; Infobest Romania Toluna Romania Stock Office: 2 700 thousands sq meters Intel Software Development Wipro Technologies Romania Nb. of coworking places: 52 Intelligent Software Systems ZTE Services Romania 0 100 km

Iaşi

Cluj-Napoca

Timişoara

Braşov

BUCHAREST

Architected Business Solutions

Alstom Finance Shared Services

| Global HQ: USA | General manager: Ioana Enache, GM, Romania, Bulgaria, Greece

ACS

| General manager: Lucian Darie

| Full Time Employees – December 2018:

Amway Romania

| Full Time Employees – December 2018:

ARCHIBUS Solution Center Romania

| Business type: SSC | Services Provided: Actuarial Services, Business Services, Time and Access Management Services, Personal Assistants Services | Global HQ: Germany | Date started in CEE: 2013 | Full Time Employees – December 2018: 386 | General manager: Alina Ionescu, Head of Branch

| General manager: Mihai Badescu

AK Jensen Ltd.

APT (Or ATP)

Bucharest

1&1 Internet Development Accenture ADP Centre of Excellence Alten Si-Techno Romania Amber Studio Arezzo Sky Ariston Thermo Atalian Global Services Avira Soft Axway Romania s.r.l. Carestream EMEA SSC Cegeka Romania Class IT Outsourcing Computaris Romania Computer Generated Slutions Conectys Crys Computers DB GlobalTechnology Center DB Schenker DB Schenker Services Europe Deutsche Telekom B.S. Ericsson Global Services Center Ericsson Telecommunications Everymatrix Gameloft Romania Global Remote Services High-Tech Systems & Software Homerun Ciero HP GeBOC IBM Global Business Services Info World Informatica Feroviara SA ING Services Romania Ingenio Software SA Ixia Kellog Kepler - Rominfo SA

Luxoft Professional Mellon Romania Mood Media Romania Nobug Consulting NTT DATA Romania S.A. OMV Petrom Sollutions Optaros Oracle Premium IT Technologies Printec Group Romania Procter&Gamble GBS Qualitance QBS S&T Romania Samsung Shared Services Siemens Romania Siveco Romania Societe Generale European B.S. Softvision Sparkware Technologies Stefanini Teamnet Solutions Internaţional Teleperformance Tellence Technologies TELUS International Temenos SSC TMF Group Romania Ubisoft Vauban IT RO Veeam Software Vodaphone Shared Services Walter Services Wipro Technologies WNS Global Services Xerox Yokogawa Europe B.V. Zitec Com

Sources: topfirme.com, Chamber of Commerce and Industry Iaşi, Cuguat-TIGRIS Database, Extind Database

www.EuropeanBusinessServices.com

2019

Romania Bucharest

Manager’s Profile

the investment to automatize or the run costs seem too high, the process and/or IT should be involved to address the need at a higher level.

Jean-Pierre Brouste Head of IT Services SG EBS, Bucharest, Romania Parent Company: Societe Generale, France

CEE Business Services Directory

What is your company doing in CEE? SGEBS started in Bucharest in 2014, primarily to propose BPO on finance and HR. We are now 2000 and ITO is 700 FTEs, mainly on development (all platforms) & support activities, with a pretty good business knowledge. Thanks to our Business Analysts, Security operations is also one of our strength. We have a strong relationship with the other captive of the group in India. As a Societe Generale group captive, our aim is to deliver services to SG headquarter and subsidiaries, to help them to reach their commitments at the right cost. Explain why your company set up operations in CEE. Bucharest is definitely a great place to work and to be for SocGen: close to Paris, a member of EU, strong French knowledge and culture, ability to challenge and to transform. We are focused on Bucharest right now but could envisage to open an office in another location if and when it makes sense. How has your business changed in CEE over the last 2-3 years? And what do you foresee in the next 2-3 years? The business changed in a tremendous way as we were less than 500 in 2016. Bucharest

| Business type: BPO | General manager: Yves d'Arfeuille, Director South Eastern Europe

Attosoft SRL

| General manager: Tiberiu Stoicescu

Auchan

| General manager: Patrick Espassa

RPA/Process Automation – please tell us what your company is doing in this space. What will you be doing in 2019/2020, and what impact do you expect this to have in the next 2-3 years? As a BPO and ITO entity, we are indeed very interested in RPA. In our huge group, we still have IT applications not linked together or even not fully adapted to the new ways of working. It is part of our mandate and objectives to transform and/or optimize what we’re doing in EBS after the transition phase from Paris to Bucharest. RPA and Smart Automation are definitely part of our strategy. We have a team here dedicated to this. But we take care not to create a “Shadow IT” with a new layer of complexity. If something can to be automated, this should be done quickly, with a limited effort (man-days, costs …). If

SSC British American Shared Services Europe | Business type: SSC; F&A, Legal | Full Time Employees – December 2018: Raluca Costea

British Petroleum | Full Time Employees – December 2018:

Business Information Systems ( Allevo ) S.R.L

Specific cost savings that your firm has achieved (or comment about other efficiencies achieved) by operating in CEE. We do not communicate about figures out of the official communication of the group. I can only say that what you call „cost savings” have 2 aspects : quantity and quality. For quality, SGEBS brought a lot of improvements in all processes and operations which have been transfered to Bucharest. I’m working for SOCIETE GENERALE since 2005. I have been in charge of various entities and large teams including SG desktops environments, production of infrastructures and applications for Retail Banking and Corporate Functions activities. I’m now in charge of IT services, delivering added value for all IT entities of the group.

Cameron Romania

Cisco

| Full Time Employees – December 2018: Eric Lewis

| Global HQ: USA | Full Time Employees – December 2018:

BPO Capgemini

Class IT Outsourcing

| Business type: BPO: IT | Global HQ: France

| Full Time Employees – December 2018: Bogdan Tudor

Carestream – EMEA Shared Service Center

| General manager: Jerome Olive

| Full Time Employees – December 2018: Dorina Preotu

Avaya

C&A

Tel.: +402-1539-7100 | Business type: F&A, IT, etc. | Full Time Employees – December 2018: Alexandra Parascan | General manager: Site coordinator

| Full Time Employees – December 2018:

| Full Time Employees – December 2018: Cristian Codrea

Central Europe Technologies

| Full Time Employees – December 2018:

CAFR

Centric IT Solutions

| Full Time Employees – December 2018: Marius Burduşel

| Full Time Employees – December 2018: Karim Henkens

SSC BearingPoint

Call Point Group

CEZ Romania

| Business type: SSC: Finance and Consulting | Global HQ: USA | Full Time Employees – December 2018: 192

| Full Time Employees – December 2018: Xavier Marcenac

| Full Time Employees – December 2018: Jan Veskrna

Automobile Dacia

Axway Romania

also changed a lot in some areas (population, density, …)

Talent and Employment Issues. We grew a lot in two years time. Difficulty to recruit and attrition are two attention points. About attrition, we work to decrease attrition rate but also to minimize the impact of attrition. In both, HR and management are fully involved. From a recruitment perspective, our brand needs to be better known on the market and especially in the IT community as we propose projects in all business lines of the bank (retail banking, investment banking, central functions, etc.)

www.EuropeanBusinessServices.com

CodeSphere | Full Time Employees – December 2018: Dan Damian

Colt Technology Services | Full Time Employees – December 2018: Anca Tiberiu

Competence Call Center (CCC) | Full Time Employees – December 2018: Veronika Weiss

SSC Computaris Romania | Business type: BPO/SSC | Global HQ: UK | Full Time Employees – December 2018: 104 | General manager: Bogdal Danila

2019

Bucharest Romania

Connections partnership with UiPath yields strong results Active in the digital transformation market in Romania, Bulgaria and Serbia, Connections has signed a partnership with UiPath, Romania’s only unicorn company, to create the Enterprise Robotic Process Automation (RPA) platform that will help Romanian companies and global customers implement and benefit from RPA technology.

CEE Business Services Directory

The automation of repetitive business processes brings many benefits to organizations, most notably by increasing workflow, operational efficiency, improving customer service, and reducing costs. Since 2017, Connections, the business consultancy services company based in Romania, has been focusing on expanding, consolidating and certifying the company’s team of professionals and RPA capabilities, exclusively on UiPath solutions. “The partnership with the Connections team is a guarantee to their customers that they start on time on the road to digital transformation. Automating repetitive administrative processes, financial, human resources or contact center, will significantly improve productivity, the level of employee satisfaction that will be promoted for strategic activities, and the degree of compliance”, said Daniel Dines, co-founder and CEO of UiPath. Connections has already successfully implemented robot automation processes in various industries ranging from FMCG and banking companies to accounting firms, BPOs, healthcare companies and laboratory tests.

RPA technology

“This year we want to ensure visibility as a trusted UiPath implementation partner in Romania and we estimate a potential of several hundreds of thousands of euros. We focus on the implementation of software robots and excellence centers in various industries, especially in the banking and oil & gas area, where processes are standardized and repetitive. Starting next year, we are targeting the expansion of capabilities to the EMEA and the US,

2019

and we estimate revenues between 2 and 5 million euros. At the service level, the goal is to also launch a Software as a Service (SaaS) platform next year for the SME area,“ said Bogdan Florea, founder and CEO of Connections.

Most companies that want to adopt this technology are in the financial, banking, insurance, telecommunications and retail sectors. Some of the major banks and insurance companies in the local market have already begun implementing RPA technology to automate certain processes.

RPA technology can be deployed in any industry, because software robots automate “Robots can work 24 hours a day, 365 the actions a person would undertake days a year, and achieve an accuracy of while working on a computer. At present, nearly 100 percent, and companies can many large companies in Romania have quickly see the effects of an automation either an ongoing RPA project or are plan- project. For example, following the autoning to implement such a project. There mation of processes, there is a drop of up is an increase in interest in RPA on the to 80 percent in their execution time and market, an indication being the increasing a return on investment in less than a year,” number of positions available in the field. adds Florea.

www.EuropeanBusinessServices.com

Romania Bucharest

Computer Generated Solutions, Inc. (CGS) Tel.: +40-21-527-0000 | Business type: Hybrid | Global HQ: USA | Full Time Employees – December 2018: 2600 | General manager: Vladimir Sterescu, Country Manager

Concept24 | Full Time Employees – December 2018: Andrei Manea

BPO Conectys

CEE Business Services Directory

Tel.: +40 213 177 000 | Business type: BPO or ITO provider (external services) | Services Provided: Multilingual User Generated (UG) Content Moderation – 24x7 NOC (Network Operations Center) | Global HQ: Romania | Date started in CEE: 2004 | Full Time Employees – December 2018: 1000 | General manager: Arnold Cobbaert, CEO

Cosmote | Full Time Employees – December 2018: Nikolai Beckers

CRH | Full Time Employees – December 2018:

SSC DB Global Technology Center Tel.: +40 (31) 222-4000 | Business type: SSC: Global Tech & IT Centre | Global HQ: Germany | Full Time Employees – December 2018: Iulia Cirmaciu | General manager: Head of HR

DB Schenker GBS Bucharest Tel.: +40 31 6303100 | Business type: F&A, Logistics/Supply Chain. The center in Bucharest is an internal service provider of Deutsche Bahn serving all international companies of DB Schenker, DB Cargo and DB Arriva in Europe. | Global HQ: Germany | Date started in CEE: PAN – EUROPE | Full Time Employees – December 2018: Preslav Pavlov, Managing Director | General manager: Managing Director

DCS FAST LINK SRL | Full Time Employees – December 2018: Loredana Cornea

BPO Deloitte | Business type: BPO: F&A | Global HQ: USA | Full Time Employees – December 2018: 500

CS Communication & Systems

SSC Deutsche Telekom Business Services SRL

| Full Time Employees – December 2018: Michel Manuel

| Business type: SSC | Full Time Employees – December 2018: Nikolai Beckers

CS VISION SRL

DHL INTL. Romania

| Full Time Employees – December 2018: Oana Chetves

| Full Time Employees – December 2018:

Cybercom Group AB

SSC DRiV (former Federal-Mogul Motorparts)

| Full Time Employees – December 2018: Camilla Oberg

| Business type: BSC/SSC/Captive | Global HQ: USA (Illinois) | Date started in

CEE: 2014 | Full Time Employees – December 2018: 160 | General manager: SIMONA SCUTARU, SITE LEADER

DXC Technology | Global HQ: USA

SSC E.ON Business Services Cluj

SSC Ericsson – Global Services Centre Tel.: +40 21 4015 152 | Business type: SSC | Global HQ: Sweden | Full Time Employees – December 2018: Liam Coffey | General manager: Head of GSC Romania

| Business type: SSC | Global HQ: Germany | Full Time Employees – December 2018: Frank Hajdianjak

evoline

EEU Software

EXL SERVICE

| Full Time Employees – December 2018: | General manager:

| Full Time Employees – December 2018: Radu Rahovan

Electronic Arts Romania

ExP Group

| Global HQ: USA | Full Time Employees – December 2018:

| Full Time Employees – December 2018: Marc Cannizzo

| Full Time Employees – December 2018: Bajko Judit

SSC ENEA Services Romania

BPO EY Romania

| Business type: BPO/SSC | Global HQ: Sweden | Full Time Employees – December 2018: 236

| Business type: BPO: F&A | Full Time Employees – December 2018: Aurelia Costache | General manager:

Enel

FM Logistic

| Full Time Employees – December 2018: | General manager:

| Full Time Employees – December 2018:

Entelion Software

| Global HQ: USA | Full Time Employees – December 2018:

| Full Time Employees – December 2018: | General manager:

Enterprise Concept | Full Time Employees – December 2018: George Berghe | General manager:

EOS KSI

Ford Romania

Freescale Semiconductor România | Full Time Employees – December 2018: Adrian Purcarea

Fujitsu

| Services Provided:

| Full Time Employees – December 2018: | General manager:

ERB IT SHARED SERVICES SA

GDF Suez Energy Romania

| Full Time Employees – December 2018: | General manager:

| Full Time Employees – December 2018: Eric Stab | General manager:

Winner Digital Services Firm – CEE

Cognizant Technology Solutions

CEE

Business Services Awards

2019

www.EuropeanBusinessServices.com

2019

Bucharest Romania

Geo Strategies SA

Hidroelectrica

Ipsos Research

SSC London Stock Exchange

| Full Time Employees – December 2018: Dorin Rusu

| Full Time Employees – December 2018: Mihail Stanculescu | General manager:

| Full Time Employees – December 2018: Alina (Baciu) Stepan

| Business type: SSC: F&A | General manager: Andreea Stanescu

Gersim

Hitachi

ISDC Romania

SSC Luxoft Romania

| Full Time Employees – December 2018: Daniel Stefanescu

| Full Time Employees – December 2018: | General manager:

| Full Time Employees – December 2018: Eddy Vermeire

Getronics

Hochland Romania

IT SIX GLOBAL SERVICES SRL

| Business type: BPO/SSC | Full Time Employees – December 2018: 1326 | General manager: Bogdan Pelinescu

| Full Time Employees – December 2018: | General manager:

| Full Time Employees – December 2018:

| Full Time Employees – December 2018: Sorin Gavanescu

GFK

| Full Time Employees – December 2018: Dan Zamonea

| Full Time Employees – December 2018: Daniele Merlerati

Glencore | Full Time Employees – December 2018: Andrei Solomon

Global Remote Services Tel.: +40-215.280.482 | Business type: Customer Support/Call Centre/Telemarketing | Global HQ: Italy | Date started in CEE: PAN – EUROPE | Full Time Employees – December 2018: HoriaPopovici@globalremoteservices. com; Operational Director | General manager: Director

GM EON Services | Full Time Employees – December 2018: Dragos Barbulescu

Goodyear

Japan Tobacco International

Michelin

Holcim Lafarge

| Full Time Employees – December 2018: Oana Claudia Iacob | General manager: Government relations manager

| Full Time Employees – December 2018: Daniel Bach

Kapsch Romania

| Business type: SSC/BPO hybrid: IT & Customer Support | Global HQ: USA | Full Time Employees – December 2018: 430 | General manager:

| Global HQ: USA | General manager: Mircea Tarta-Arsene

| Business type: IT/Digital Services Provider (captive) | Global HQ: Austria | General manager: Liviu Bozga, General Manager

SSC HP GeBOC

Kaufland

| Full Time Employees – December 2018: Adrian Viman

Honeywell International Services

SSC Huawei | Business type: SSC: F&A | Global HQ: China | Full Time Employees – December 2018: Alina Raducan

HyperCubic IT Outsourcing

Kellogg European Services | Business type: F&A | Full Time Employees – December 2018: Kim Karstensen | General manager: GBS EMEA Center Lead

| Global HQ: France

SSC Microsoft

Molson Coors GBS

| Global HQ: USA | General manager: Willy Dicu, General Manager

Monsanto | Global HQ: USA | General manager: Cosmin Chioreanu

Motorola | Global HQ: USA | Full Time Employees – December 2018:

Nestle Romania | Full Time Employees – December 2018:

| Global HQ: USA

| Full Time Employees – December 2018: Rohan Bogdan

Google

SSC IBM Global Business Services

| Global HQ: USA | Full Time Employees – December 2018: | General manager:

KEPLER-ROMINFO S.A.

Neusoft

Groupe Renault

| Business type: SSC/BPO hybrid | Global HQ: USA | Full Time Employees – December 2018: 2172 | General manager: Bogdan Balaci

| Full Time Employees – December 2018: Petrisor Guta

Tel.: + 40 (0)364-410.111 | Business type: IT Development | General manager: Rares Grecu

Grup Servicii Petroliere

Imperial Tobacco Group PLC

| Business type: BPO:F&A

| Full Time Employees – December 2018: Gabriel Comanescu

| Full Time Employees – December 2018: Robert Dyrbus

Lenovo

Haufe-Lexware GmbH & Company KG

Infineon Technologies

| Global HQ: USA | General manager: Aurel Netin

| Full Time Employees – December 2018: Juergen Thoma | General manager:

| Full Time Employees – December 2018: Reinhard Ploss

Liberty Aerospace

Heineken

Infosys

| Full Time Employees – December 2018: | General manager:

Henkel

ING Bank

| Full Time Employees – December 2018: | General manager:

| Full Time Employees – December 2018: Iosefina Frolu

Hewlett Packard Enterprise Bucharest Centre

Inotec Plus SRL

| General manager: Ecaterina Ion, VP, General Manager

BPO Hexaware | Business type: BPO:IT | Global HQ: India

2019

| Full Time Employees – December 2018: Sorin Stefan

Intel Romania Software Development Center | Full Time Employees – December 2018: Monica Ene-Pietrosanu

BPO KPMG

| Global HQ: USA | General manager:

LIDL Romania | Full Time Employees – December 2018: Maksymilian Braniecki

Linde Gaz Romania | Full Time Employees – December 2018: Oliver Christian Pfann

LLP Dynamics-Servicii Informatice S.r.l. | Full Time Employees – December 2018: | General manager:

Logica CMG | Full Time Employees – December 2018: | General manager:

Network ONE D.

| General manager: Razvan Ziemba

CEE Business Services Directory

Gi Group

Hoffmann La Roche

BPO Mellon Romania Tel.: + 4 021 408 88 88 | Business type: BPO | Global HQ: Greece

Novartis

| General manager: Elena Mitova, Managing Director of Novartis Romania, UKR and CIS Countries

OMV Petrom S.A. – Petrom Solutions | General manager: Oana Andreea Bucur (Pelea), Process &Commercial

SSC Oracle Tel.: +40213039639 | Business type: SSC: Tech Support | Full Time Employees – December 2018: 3040 | General manager: Sorin Mandrutescu, General manager

www.EuropeanBusinessServices.com

Romania Bucharest

Orange | Full Time Employees – December 2018:

OSF Global Services | Business type: cloud technology consultant and technology integrator serving retail, healthcare, finance, enterprise HR | General manager: Ion Georgeta, Financial Manager

P4 Cards PayPal | Global HQ: USA | General manager: Damien Perillat, Sr Manager, Southern Europe

Pentalog Software Factory | Full Time Employees – December 2018: 200 | General manager: Monica Jiman, CEO

SSC Petrom SSC

CEE Business Services Directory

| Business type: SSC: IT, F&A | Global HQ: Austria

Pfizer | Global HQ: USA | Full Time Employees – December 2018:

Process Solutions

| General manager: Ferenc Gabor

SSC Procter & Gamble GBS | Business type: SSC: Procurement | Global HQ: USA | Full Time Employees – December 2018: 298 | General manager: Oana Laza, P& Balkans Global Business Leader

Profidata Development România SRL | Business type: IT Development | Global HQ: France | Full Time Employees – December 2018:

BPO PWC | Business type: BPO: F&A | Global HQ: USA | Full Time Employees – December 2018: 263

Raiffeisen International Sevices & Payments (CRISP) | General manager: Steven van Groningen

RHS Company

| General manager: Dragos Popescu

Rompetrol RomSoft

SSC Saint Gobain

| Business type: HR, F&A | Global HQ: USA | General manager: Bettina Plassmann , Managing Director, Global Business Center

| Business type: SSC | Full Time Employees – December 2018:

BPO Stefanini

SSC Samsung Shared Services | Business type: SSC | General manager: Catalin Iorgulescu, General Manager

Sanofi Tel.: (+40) 21 317 31 36 | Business type: | Full Time Employees – December 2018: | General manager: ,

Schlumberger (Shared Services) | Global HQ: USA | Date started in CEE:

Schneider Electric

| General manager: Marius Persinaru

SSC Siemens IT Romania | Business type: SSC: R&D | Full Time Employees – December 2018: 600

SII RomaniaCVT

| General manager: Ionela Dumitrascu

Silicon Service | Full Time Employees – December 2018:

SIVECO Romania

| General manager: Irina Socol

SmartTel | Full Time Employees – December 2018: | General manager:

Softserve | Full Time Employees – December 2018: | General manager:

Softvision Tel.: +40 364 401 400 | Business type: ITO | Full Time Employees – December 2018: George Stan | General manager: Director General ...

| Business type: BPO:Customer Support & IT | General manager: Dragoș Ștefan, VP, Head of Transition

Syngenta | Full Time Employees – December 2018: George Dragan

Syntech Global Services Sysgenic Romania

| Full Time Employees – December 2018:

Valoris Tel.: +40 21 529 9929 | Business type: Call Center – Outbound | Full Time Employees – December 2018: Alexandra Fus | General manager: Operations Manager

BPO Vauban Tel.: +40 21 316 4041 | Business type: BPO/ITO

TCS

| Business type: IT/ContactCtr | Full Time Employees – December 2018:

Teamnet | Full Time Employees – December 2018: Bogdan Padiu

BPO Teleperformance Tel.: +40214010800 | Business type: BPO | Full Time Employees – December 2018: Edmona Popescu | General manager: CEO

Tel.: +40 372 821 700 | Business type: Software Dev

Vodafone Shared Services

BPO Walter Services | Business type: BPO | Full Time Employees – December 2018: Mihai Ilie-Goga | General manager: General Manager

Waters Romania | Full Time Employees – December 2018: Gheorghe Neagu

TELUS International

Waters S.A.S.

Tel.: +40743027006 | Business type: IT Services/Software Development, Customer Support/ Call Centre/Telemarketing | Full Time Employees – December 2018: Gregoire Vigroux | General manager: Marketing Director

| Full Time Employees – December 2018: Colm Omahony

SSC Temenos SSC

| Global HQ: USA | Full Time Employees – December 2018: | General manager:

| Business type: SSC | Full Time Employees – December 2018: Adina Fotachi | General manager: Head of Bucharest Shared Services Center

BPO TMF Group Romania Tel.: +40 21 316 6848 | Business type: BPO | Full Time Employees – December 2018: Camelia Nita | General manager: Country Director

SSC Total Global Services

Webhelp | Full Time Employees – December 2018: Mihaela Rusu

Wind Technologies

BPO Wipro Technologies Romania Tel.: +40-312-261-300 | Business type: BPO | Full Time Employees – December 2018: | General manager: Ciprian Dan, VP, Operations Head

WISE Finance Solutions | Full Time Employees – December 2018: Bogdan Hossu

| Business type: SSC

WIZROM Software

SSC TotalSoft

| Full Time Employees – December 2018: Zemy Apfelbaum

| Business type: BPO/SSC: SoftDev

Romsys

| Full Time Employees – December 2018: Catalin Paunescu

Transelectrica

StarFoods

Transgaz | Full Time Employees – December 2018:

| General manager: Nikolai Beckers

| Full Time Employees – December 2018: Michalis Orfanoudakis

S&T Romania

Steelcase Global Business Centre

Tel.: +40 21 208 5800

Tel.: +40 364 71 03 81

www.EuropeanBusinessServices.com

Unilever

Veeam Software

Star Storage

Romtelecom

Cristian Cilibiu, VP, Operations Capacity Management

Tel.: +40 265 218397 | Business type: Software/IT | Full Time Employees – December 2018: Dragos Pahont | General manager: CEO

| Full Time Employees – December 2018:

| General manager: Horatiu Berdila

| Business type: Hybrid | General manager: Mircea Neagu, Country Manager

| Full Time Employees – December 2018:

SSC UniCredit Business Integrated Solutions (UBIS)

BPO WNS Global Services Tel.: +912240952223 | Business type: BPO | Global HQ: India | Full Time Employees – December 2018: Szasz Lorad | General manager: Operations

Ymens | Full Time Employees – December 2018: Bogdan Balaci

| Business type: SSC | Full Time Employees – December 2018: 1500 | General manager:

2019

Brasov Romania

| Full Time Employees – December 2018: Ionut Voda

ZTE Romania | Full Time Employees – December 2018: Lorian Vintila

Zurich Insurance | Full Time Employees – December 2018: | General manager:

Brasov Arvato Services Autoliv Romania

– December 2018: +40 264 502 919, Mobile:+40 734 221 329; andreea. van_den_bosch@rail.bombardier.com

Bosch R&D Cluj Tel.: + 40 372 544 253 | Business type: R&D | Full Time Employees – December 2018: Carmen Alexandra Ranca | General manager: HR Business Partner

SSC EMERSON Tel.: +40 (364) 731000 | Business type: SSC | Global HQ: USA | Full Time Employees – December 2018: Calin Banciu | General manager: General Manager

SSC Endava Romania

MSG Systems România

Wolters Kluwer Financial Services

Napoca Software

Yardi Romania

| Business type: SoftDev | Full Time Employees – December 2018: 22

National Instruments

Tel.: +40 264 595 091 | Business type: IT/SoftDev/ContactCtr | Full Time Employees – December 2018: Ruxandra Padure

Neusoft EDC

Yonder

Nordlogic Software

Galati

NTT DATA Romania S.A.

SSC Selir

Oce Depot Service Center

| Business type: SSC – IT and Contact Centre | Global HQ: Italy

SSC Office Depot Service Center S.R.L.

Elektrobit Automotive

| Business type: SSC: F&A, IT, Procurement, Travel | Full Time Employees – December 2018: Andreea Apostu | General manager: Head of Finance SSC

Tel.: 004 0364 711 490 | Business type: SSC: IT, F&A | Global HQ: USA | Full Time Employees – December 2018: Giulio Medda | General manager: Director Share Service Center Europe

Iquest Technologies

Evalueserve

Property Shark

Cerner Continental

Kronsoft Development NTT DATA Romania S.A. Pentalog romania Preh Siemens Industry Software Stabiplan Synertrade Tata Technologies Waters Romania

Cluj 3Pillar Global 8x8 Research and Innovations

| Business type: IT | Global HQ: Switzerland

Quantic Lab

Iasi Accenture – Energyquote Almaviva Amazon SSC Amazon Development Center Romania

| Business type: SoftDev | Full Time Employees – December 2018: Călin Văduva

Recognos Romania | Business type: SoftDev | Global HQ: USA

Tel.: (4023)2406518 | Business type: SSC | Global HQ: USA | Full Time Employees – December 2018: Lucian Vornicu | General manager: Managing Director Amazon Development Center

Frequentis Romania

Ria Solutions

Arcadis Project Engineering SA

BPO Genpact

Small Footprint

Asset Portofolio Romania

Softech

ATEXIS SRL

Softvision

Autoliv

Stratec Biomedical

Basware

SSC HP GeBOC

BPO Sykes Enterprises Eastern Europe

Beenear

| Business type: SSC/BPO hybrid | Global HQ: USA

Tel.: +40 374 165 000 | Business type: BPO | Global HQ: USA | Full Time Employees – December 2018: Bogdan Surdea-Blaga | General manager: Country Director

Evozon Systems Fortech

Tel.: +40 372 066 6686 | Business type: BPO: Customer Service, Call Ctr, IT | Global HQ: USA | Full Time Employees – December 2018: Pascal Henssen | General manager: Senior Vice President

Ikon Soft | Business type: SoftDev | Global HQ: USA

RBH Consulting

Bitdefender BPO Capgemini | Business type: BPO

Accesa IT Consulting

Imprezzio Global SRL

BPO Thomsons Online Benefits

Cegeka

Altran Romania

| Business type: SoftDev | Global HQ: USA | Full Time Employees – December 2018: Tudor Ciuleanu

Tel.: 40-0364 730 110 | Business type: BPO | Full Time Employees – December 2018: | General manager:

Centric IT Solutions

iQuest Technologies

Tora Trading Services

| Business type: SoftDev | Full Time Employees – December 2018: Cornelius Brody

Ullink

Arobs Transilvania Software Artsoft Consult Arvato Bertelsmann | Business type: IT | Global HQ: Germany

Benets Betfair Romania Development Bombardier Transportation Shared Services Center Romania Tel.: +40 21 403 44 25 | Business type: F&A, Ops, Procurement | Global HQ: USA | Full Time Employees

2019

Code 40 Development BPO Conduent Business Services

VE Interactive

| Business type: SoftDev

Wayfare

Continental

Language Weaver

| Business type: SoftDev | Global HQ: Holland

Distribution Toiture Mauricienne

ISDC Romania KL Software

Uniqa Raieisen Software

CEE Business Services Directory

Zitec

Montran

E.ON Business Services

Moonwalk Solutions

Endava

www.EuropeanBusinessServices.com

Romania Timisoara

CEE Business Services Directory

EOS KSI

OSF Global

XL World

Intel Software Development

Expert Network

Pentalog

Intelligent Software Systems

Fire Credit

Preh

Tel.: +40 232 206 317 | Business type: Hybrid: ITO and software development

Focality

Romsoft

Gemini CAD Systems

SCC Services Romania

GFK

Tel.: +40 33 24 03 030 | Full Time Employees – December 2018: 925

Go Daddy

Silicon Service

Iasi Security Software

Softvision

Levi 9

Sonovision Romania

Mind Software

Tata Consultancy Services

MIOS Romania

TEC Telecom

SSC Ness Iasi Technology Innovation Center

Thinslices Development

Tel.: +40 372 805 800 | Business type: SSC | Full Time Employees – December 2018: 298 | General manager: Stefan Rusu, Chief Delivery Officer

NTT DATA Romania OM Iasi Oracle

Unicredit B.I.S. Veo VS Comunication Webhelp Xerox Romania

Timisoara ACI Worldwide SSC Alcatel Lucent Tel.: +40 256 303 100 | Business type: SSC/BPO hybrid | Global HQ: USA | Full Time Employees – December 2018: Florin Petolea

Atoss Software Berg Computers SSC Bosch Communications Center Tel.: +4025-620-0000 | Business type: SSC: IT Support | Full Time Employees – December 2018: Raluca Vasiu Partenie | General manager: CEO

ISB Rom NTT DATA Romania S.A. Saguaro Print Sphinx IT SSI Schaefer Survey Sampling Ro Syonic Toluna Romania Wipro Technologies Romania ZTE Services Romania

SSC Continental Automotive Tel.: 40-256-25-15-05 | Business type: SSC | Full Time Employees – December 2018: Alina Bratu | General manager: Public Relations Officer

Datagroup-INT Infobest Romania

92 www.EuropeanBusinessServices.com

2019

Sofia Bulgaria

Bulgaria BPO Atos IT Solutions and Services EOOD

SSC AES Europe Services EOOD Tel.: +359 2 988 12 75 | Business type: SSC | Services Provided: Financial, accounting and reporting services to core operational businesses of AES in Europe and Asia; Supply Chain Management; IT Business Analysis; Operational IT services; Networks and cyber-security | Global HQ: USA | Date started in CEE: 2013 | Full Time Employees – December 2018: 89 | General manager: Ivan Mihailov Tsankov, Olivier Robert Jean Marquette

BPO AIG Europe SA (Bulgaria Branch) Tel.: +359 2 800 33 00 | Business type: BPO | Services Provided: Claims and Claims Operations, Policy Servicing, Travel Guard and Multinational Network Partner Practice. | Global HQ: USA | Date started in CEE: 1979 in Hungary (2008 in Bulgaria) | Full Time Employees – December 2018: 471 | General manager: Christina Lucas

SSC Cargotec Bulgaria EOOD

Tel.: +359 882362297 | Business type: SSC | Services Provided: Global business services in Finance, Human Resources and Indirect Procurement. | Global HQ: Finland | Date started in CEE: 2010 in Poland (2017 in Bulgaria) | Full Time Employees – December 2018: 299 | General manager: Maya Hristova Milanova, Sanni Maarit Kotamäki

SSC Cargill Bulgaria (Business Services Center) EOOD

SSC Coca-Cola Hellenic Business Services Organization EOOD

SSC Cargill HR Shared Services

Tel.: +359 2 92 14 600 | Business type: SSC | Services Provided: Financial, human resources and IT services to other European CocaCola entities. | Global HQ: USA | Date started in CEE: BSC entity since 2011 | Full Time Employees – December 2018: 672 | General manager: Vanya Slavchova Gotseva, Desislava Yordanova Todorova, Desislava Simeonova Strumenlieva, Oya Gür

Tel.: | Business type: SSC | Services Provided: HR | Global HQ: USA

BPO Hewlett-Packard Global Delivery Bulgaria Center EOOD Tel.: +359 2 969 8952

Population: 7,202

Tel.: +359 2 489 76 00 | Business type: BPO | Services Provided: Customer Relationship Management, Finance & Administration; Solution Design; Transition Management; Procurement Contact Center; Technical support for the different IBM procurement systems; Client Services Procurement; Procurement Sourcing; Consulting Services. | Global HQ: USA | Date started in CEE: 2007 | Full Time Employees – December 2018: 311 | General manager: Galin Ivanov Gerasimov

SSC Ingram Micro GBS EOOD Tel.: +359 2 804 9010 | Business type: SSC | Services Provided: Administrative services; Finance and

Cargill – Ocean Transportation Organization EOOD Hewlett-Packard Global Delivery Bulgaria Center EOOD IBM Global Delivery Center Bulgaria EOOD Ingram Micro GBS EOOD Louis Dreyfus Company Services Bulgaria EOOD

SOFIA

Sandvik-Bulgaria EOOD Sutherland Global Services Bulgaria EOOD The World Bank Group Xerox Business Services Bulgaria EOOD

Varna [321]

Plovdiv

[1,166]

Plovdiv [348]

2019

BPO IBM Global Delivery Center Bulgaria EOOD

Varna

Sofia AES Europe Services EOOD AIG Europe SA (Bulgaria Branch) Atos IT Solutions and Services EOOD Cargill Bulgaria (Business Services Center) EOOD Cargill HR Shared Services Cargotec Bulgaria EOOD Coca-Cola Hellenic Business Services

Population figures in thousands

| Business type: BPO | Services Provided: IT customer support | Global HQ: USA | Date started in CEE: 1991 in Poland and Hungary (1997 in Bulgaria) | Full Time Employees – December 2018: 1290 | General manager: Mario Vladimirov Garbeshkov, Tsveta Savova Kazakova – Hristova

CEE Business Services Directory

Sofia

60K Actsoft Aii Angelsoft ASIC Depot BankSoft Ltd. BC Technologies BGO Software Bisoft Brosix Bulanet Bulkomp Engineering Ltd. Bulpros CNsys ConsultCommerce Ltd. Data Pro DATA+ DeskGod Digistore24 DNH Soft Enigma Software Group

Epic Devs ETN Host Euroweb FastComet Football Radar GISmo BG Ltd. Goodlife Solutions Gv Solutions Heisenberg Online Marketing Hemisphere Commerce ICYGEN IKOM Javelin Group/Part of Accenture Kodar Lirex m+w Media Networks MentorMate New Era Ideas Novarto Ltd. OptiCentre

Orak Engineering PODIX Polos Prime Holding JSC Programista PROXIAD Redcorp/Bluecorp Reward Gateway SBND Technologies SBTech Global Limited ScaleFocus Seeburger SelMatic Ltd. SIBIZ SIS Technology AD SiteGround Speedflow Communications StangaOne1 Stemo Taros Trade BG TeleTech

www.EuropeanBusinessServices.com

Bulgaria Plovdiv

Manager’s Profile

“newcomer” considering setting up in CEE. • Strong support from top management is crucial for the SSC/BPO to be successful. • People, especially lower and mid-level managers and team leaders are the backbone of each SSC/BPO organization, especially if there is a high risk of staff rotation. • Constant communication with partner departments and supported/partner locations is of utmost importance.

Karolina Sredkov Financial Services Group Director Ideal Standard International Parent Company : Ideal Standard International NV

CEE Business Services Directory

What is your company doing in CEE? We are based in the center of Bulgaria, where company’s largest factories are located. Focused on finance & accounting activities, both transactional and more complex, including Accounts Payable, Accounts Receivable, Treasury, General ledger & tax and FP&A for the whole Group (EMEA). FTE employees: 49. Explain why your company set up operations in CEE. The decision was dictated by the goal of rationalizing and reorganization of the finance function in the Group; the location was selected mainly because of the following factors: existing infrastructure & admin/HR support; existence of a SAP competence center in the same location; low cost. How has your business changed in CEE over the last 2-3 years? And what do you foresee in the next 2-3 years? Ideal Standard International Group is following a new business strategy since 2017; the change in management and implementation of the new strategy has resulted in many

Accounting; Marketing; Data analysis | Global HQ: USA | Date started in CEE: 2011 in Bulgaria | Full Time Employees – December 2018: 1111 | General manager: Karel Everaet, Kris Mees, Tony McMurray, Jana Vondran

SSC Louis Dreyfus Company Services Bulgaria EOOD Tel.: +359 2 491 94 02 | Business type: SSC | Services Provided: Administrative and financial services to other entities in the Louis Dreyfus group. | Global HQ: Netherlands | Date started in CEE: 2014 | Full Time Employees – December 2018: 160 | General manager: Vladimir Nikolaev Neykov, Hervé Alain Jean Saore, Olivier François Marie Canton Hamie, Prateek Bhardwaj, Robert Alan Serpole

SSC Sandvik-Bulgaria EOOD

changes across different functional areas in the company, including finance. Financial Services Group is constantly adjusting its services in order to support the strategy as best as possible RPA/Process Automation – please tell us what your company is doing in this space. What will you be doing in 2019/2020, and what impact do you expect this to have in the next 2-3 years? We develop mainly our own solutions, capitalizing on the on-site IT&SAP Group Support Teams. 2-3 specific bits of advice to other firms keen to optimize their SSC/ BPO operations in CEE. Or advice to a

Talent and Employment Issues. We are a small organization, but a smart one. Every process we have taken over was either “lift and improve” or “lift and shift” with immediate reorganization right afterwards. This allowed us to expand massively in the number of processes we support, while at the same time keeping the number of employees low. Also, we used opportunities in new areas to grow the individuals, both in terms of hierarchy, and skills. We learned that the best place to find great talent is our Summer Internship Program. Certified Chartered Accountant (FCCA). Experienced in leading multi-function shared service departments in multi-country environment, with sound business understanding and education; expertise in project management and process improvement. Specialties: Shared services, Business Services, Organizational development, Talent management, Change management, Cultural transformation, Systems and Processes Optimisation, Finance & Accounting Controllership, SAP.

General manager: Veselin Venelinov Kandarashev, Vladimir Karninchich, Georgi Yotov Menev, Magdalena Nikolova Stefanova

2019 – to be launched in July | Full Time Employees – December 2018: 300 – planned by 2024

BPO Sutherland Global Services Bulgaria EOOD

Tel.: +359 2 815 78 55 | Business type: BPO | Services Provided: Internal back-office administrative, accounting and financial services. | Global HQ: USA | Date started in CEE: 2016 | Full Time Employees – December 2018: 422 | General manager: Alan Davis, David Jonathan Hughes, David Nelson Campbell, Emmanuel Jean Bernard Shakhtar

Tel.: +359 2 892 68 69 | Business type: BPO | Services Provided: Business/Process Consulting / Performance Optimization/ Transformation; Business & Financial Research / Analytics/Analyticsenabled Services; Industry-specific Services/ Finance & Accounting/ HRO; Customer Lifecycle Services/ Technical / Customer Support Services | Global HQ: USA | Date started in CEE: 2008 in Bulgaria | Full Time Employees – December 2018: 2570 | General manager: Ashok Gain, Satish Ramachandran

SSC The World Bank Group | Business type: SSC | Services Provided: Responsible for the World Bank's internal corporate and IT operations; administrative and financial services | Global HQ: USA | Date started in CEE:

www.EuropeanBusinessServices.com

BPO Xerox Business Services Bulgaria EOOD

Plovdiv BPO 60K | Business type: BPO/ITO

BPO Actsoft | Business type: BPO/ITO

BPO Aii | Business type: BPO/ITO

BPO Angelsoft

BPO ASIC Depot | Business type: BPO/ITO

BPO BankSoft Ltd. | Business type: BPO/ITO

BPO BC Technologies | Business type: BPO/ITO

BPO BGO Software | Business type: BPO/ITO

BPO Bisoft Brosix | Business type: BPO/ITO

BPO Bulanet | Business type: BPO/ITO

BPO Bulkomp Engineering Ltd. | Business type: BPO/ITO

BPO Bulpros | Business type: BPO/ITO

BPO CNsys | Business type: BPO/ITO

BPO ConsultCommerce Ltd. | Business type: BPO/ITO

| Business type: BPO/ITO

2019

Sevlievo Bulgaria

BPO Data Pro

BPO Heisenberg Online Marketing

BPO Polos Prime Holding JSC

BPO StangaOne1

| Business type: BPO/ITO

BPO DATA+

BPO Hemisphere Commerce

BPO Programista

BPO Stemo Taros Trade BG

| Business type: BPO/ITO

BPO DeskGod

BPO ICYGEN

BPO PROXIAD

BPO TeleTech

| Business type: BPO/ITO

Sevlievo

BPO IKOM

BPO Redcorp/Bluecorp

| Business type: BPO/ITO

BPO DNH Soft

BPO Javelin Group/Part of Accenture

BPO Reward Gateway

| Business type: BPO/ITO

| Business type: BPO/ITO | Global HQ: USA

| Business type: BPO/ITO

BPO Enigma Software Group

BPO Kodar

BPO SBND Technologies

| Business type: BPO/ITO

BPO Epic Devs

BPO Lirex

BPO SBTech Global Limited

| Business type: BPO/ITO

BPO ETN Host

BPO m+w Media Networks

BPO ScaleFocus

| Business type: BPO/ITO

BPO Euroweb

BPO MentorMate

BPO Seeburger

| Business type: BPO/ITO

BPO FastComet

BPO New Era Ideas

BPO SelMatic Ltd.

| Business type: BPO/ITO

BPO Football Radar

BPO Novarto Ltd.

BPO SIBIZ

| Business type: BPO/ITO

BPO GISmo BG Ltd.

BPO OptiCentre

BPO SIS Technology AD

| Business type: BPO/ITO

BPO Goodlife Solutions

BPO Orak Engineering

BPO SiteGround

| Business type: BPO/ITO

| Business type: BPO/ITO | Global HQ: USA

BPO Gv Solutions

BPO PODIX

BPO Speedflow Communications

| Business type: BPO/ITO

Varna Cargill – Ocean Transportation | Services Provided: execution of Cargill’s global trade of physical vessel voyages and time charters | Global HQ: USA | Date started in CEE: 2013 | Full Time Employees – December 2018: 30

CEE Business Services Directory

BPO Digistore24 | Business type: BPO/ITO

Winner CSR Initiative – CEE

EPAM Systems – eKids Belarus

CEE

Business Services Awards

2019

95 www.EuropeanBusinessServices.com

Serbia Belgrade

Serbia Belgrade BPO Biters Service Tel.: 38-111-41-41-142 | Business type: BPO/Call Centre | Global HQ: Italy | Date started in CEE: 2012 | General manager: Milica Savic , Team Leader

Seavus

| Business type: BPO/Call Centre | General manager:

Tel.: +381 11 2289453 | Business type: Hybrid | Global HQ: Sweden | General manager: Kristina Cvetanov , COO

BPO Cubes

BPO Silver Bell Group

| Business type: BPO/Call Centre

| Business type: BPO/Call Centre | Global HQ: | General manager: Marko Dubocanin , Founder, Co-CEO

BPO Contact service

CEE Business Services Directory

BPO RHEIN SOLUTIONS DOO Tel.: +381 11 424 0930 | Business type: BPO/Call Centre | General manager: Lars Hopmans , Office Manager

Performance Director Germany & Eastern Europe

SSC Telesign Tel.: +381-11-785-7500 | Business type: SSC | Full Time Employees – December 2018: 2013 | General manager: Maja Radovanovic, Operations Manager

BPO Sitel SBA Tel.: +381-11-414-2211 | Business type: BPO | Full Time Employees – December 2018: 900 | General manager: Aleksandra Petrovic , Regional

BPO Tnation Tel.: +381 11 6557581 | Business type: BPO | General manager: Sinisa Medic , CTO/Co-owner

Novi Sad SSC NIS Gazprom Tel.: 381-64-888-6227 | Business type: SSC | Global HQ: Russia | General manager: Goran Lazarevic , Head of Financial Reporting

BPO Europ assistance

Subotica [142]

Novi Sad NIS Gazprom

| Business type: BPO/Call Centre | Date started in CEE: 2012 | General manager: Laszlo Kalmar, Head of CEE

Novi Sad

Population: 7,147

[381]

BELGRADE

BPO First data Tel.: +381-11-20-71-100 | Business type: BPO | Global HQ: USA | Full Time Employees – December 2018: 100 | General manager: Olja Dakic, Managing Director

Belgrade Biters SerBiters Service Contact service Cubes Etihad Airlines (EAP Shared Services) Euronet Europ assistance First data Kuehne+Nagel EMEA Shared Services LOUIS BERGER NCR RHEIN SOLUTIONS DOO Seavus Silver Bell Group Sitel SBA SR Technics (HNA Aviation) Telesign Tnation Transcom Trizma Smart Sourcing

SSC Kuehne+Nagel EMEA Shared Services | Business type: SSC | Full Time Employees – December 2018: | General manager: Radmila Marić, HR Manager

LOUIS BERGER Tel.: +381 11 4040710 | Global HQ: USA | Date started in CEE: 2017 | General manager: Slav Marjanovic , VP, Eastern Europe

[1,762]

Kragujevac [212] Kragujevac

Niš

[260]

SSC NCR

Population figures in thousands

www.EuropeanBusinessServices.com

2019

Kiev Ukraine

Ukraine Lviv

SSC Acino Pharmastart

SSC Austrian Airlines

| Business type: SSC | Services Provided: F&A | Global HQ: Switzerland | General manager: Oleksandr Yablunovskyi, CFO

BPO RunwayBPO Tel.: +4790846766 | Business type: BPO | Services Provided: Call Center Outsourcing, accounting services, telemarketing, it outsourcing, HR outsourcing, tailor made solutions, back office services, data entry, market surveys. | Global HQ: Norway | Date started in CEE: 2017 | Full Time Employees – December 2018: 150 | General manager: Yuriy Semenov, Managing Director Ukraine

Kharkiv SSC AB InBev | Business type: SSC | Services Provided: F&A | Global HQ: USA | General manager: Stanislav Udovichenko, Finance Director

IT Cluster Tel.: +3800300331 | Business type: ITO | Services Provided: Implementation of projects that help to develop the IT industry and promote the image of the city as the city with favorable business development conditions, career development and life conditions is the most important task for the Cluster team. Cluster works in main areas: promotion, education (human capital), infrustructure (quality of life), business suport and development. | Global HQ: Lviv | Date started in CEE: 2012 | Full Time Employees – December 2018: 15 |

SSC Lufthansa Global Business Services | Business type: SSC | Services Provided: F&A | Global HQ: Germany | General manager: Lyubomyr Zubrytskyy, Service Manager

SSC Nestle Tel.: +41219241111 | Business type: SSC | Services Provided: Payroll, data administration and accounting operations | Global HQ: Switzerland | Date started in CEE: 1994 | Full Time Employees – December 2018: 800 | General manager: Olha Marchuk, Nestlé Public Relations Manager in Ukraine and Moldova

Kiev

| Business type: ITO | General manager: Roman Trukhin, Head of Delivery

SSC Veon Global Services Ukraine

SSC PwC

Kharkiv

KIEV

Austrian Airlines IT Cluster Lufthansa Global Business Services Nestle PwC Soft Serve Underdefense Veon Global Services Ukraine

Tel.: +380-32-240-9999 | Business type: ITO/BPO | Services Provided: Big Data and AI, devops, consulting, enterprise digital, digital marketing, quality engineering, internet of things, core engineering and experience design | Global HQ: Lviv | Date started in CEE: 1993 | Full Time Employees – December 2018: 5000 | General manager: Taras Kytsmey, СEO

Underdefense

Population: 42,482

Lviv

BPO Soft Serve

General manager: Stepan Veselovskyi, CEO

CEE Business Services Directory

Kiev

[1,439]

[2,900]

Kharkiv

Acino Pharmastart RunwayBPO

AB InBev

Lviv [728]

Odessa [1,017]

Population figures in thousands

2019

www.EuropeanBusinessServices.com

Other Countries

Kosovo Pristina Kosbit

Crossover

| Business type: ITO | Global HQ: USA

CrossWorkers

IOTBLUE

| Business type: ITO | Global HQ: Spain

BPO ISON BPO

QIQ (Qcentris Intelligent Quality)

ITS

DXC Technology (formerly HP Enterprise Services)

SSC Jumia

BPO Dyninno

Alexandria

| Business type: BPO | Global HQ: USA

BPO EastNets

| Business type: ITO | Global HQ: Kuwait | Business type: SSC | Global HQ: Germany

LevelSet

| Business type: ITO | Global HQ: USA

Logica

| Business type: ITO | Global HQ: UK

SSC Majid Al Futtaim

| Business type: SSC | Global HQ: UAE

| Business type: ITO | Global HQ: KSA

SSC Emaar

Ibtikar

Equinox

BPO Majorel (previously Ecco Outsourcing)

Pharos Solutions

Ericsson

| Business type: ITO | Global HQ: Germany

Poet Egypt LLC

| Business type: ITO | Global HQ: Germany

| Business type: ITO | Global HQ: USA

Mentor Graphics

| Business type: R&D | Global HQ: USA

SSC Etisalat

Microsoft

SSC Unilever

Evolvice

Mixel

Cairo

Expleo ( acquired SQS)

BPO Amadeus

| Business type: BPO | Global HQ: Spain

Analog Devices

| Business type: R&D | Global HQ: USA

Andela

| Business type: ITO | Global HQ: USA

| Business type: ITO | Global HQ: France

SSC Fujitsu

| Business type: SSC | Global HQ: Japan

SSC General Electric

| Business type: SSC | Global HQ: USA

Gigaaa

RSA Security

| Business type: ITO | Global HQ: USA

SAP

| Business type: ITO | Global HQ: Germany

SSC SC Johnson

| Business type: SSC | Global HQ: USA

Schneider Electric

| Business type: R&D | Global HQ: France

SSC Seal Software

Si-Vision (exclusive Partner for Synopsis)

BPO Etisal International

| Business type: ITO | Global HQ: Germany

| Business type: ITO | Global HQ: Canada

SSC Mars

| Business type: SSC | Global HQ: USA

| Business type: SSC | Global HQ: UAE

| Business type: SSC | Global HQ: UK

Quad Solutions

| Business type: SSC | Global HQ: USA

| Business type: BPO | Global HQ: USA

BPO Sutherland Global Services

| Business type: ITO | Global HQ: Switzerland

| Business type: BPO | Global HQ: UK

| Business type: ITO | Global HQ: Sweden | Business type: BPO | Global HQ: Saudi

SSC PWC

BPO IST

SSC Dell EMC

| Business type: ITO | Global HQ: USA

| Business type: SSC | Global HQ: USA | Business type: SSC | Global HQ: UK

| Business type: BPO | Global HQ: Bahrain

| Business type: SSC | Global HQ: USA

SSC Pfizer

| Business type: BPO | Global HQ: India

| Business type: ITO | Global HQ: Denmark

Egypt | Business type: ITO | Global HQ: KSA

CEE Business Services Directory

| Business type: BPO | Global HQ: USA

| Business type: BPO | Global HQ: Malta

10 Degrees

| Business type: ITO | Global HQ: USA | Business type: R&D | Global HQ: USA

BPO Mobasher

| Business type: R&D | Global HQ: USA

SSC Siemens Healthcare

| Business type: SSC | Global HQ: Germany

SSC Simon Kucher

| Business type: SSC | Global HQ: Germany

BPO Sykes

| Business type: BPO | Global HQ: USA

BPO Teleperformance

| Business type: BPO | Global HQ: KSA

| Business type: BPO | Global HQ: France

SSC Mondia Media

Teradata

| Business type: SSC | Global HQ: Germany

SSC NCR

| Business type: SSC | Global HQ: USA

SSC Nestle Business Services

BPO TravelStart

| Business type: BPO | Global HQ: South Africa

Trend Micro

Appenza

Aria Systems

| Business type: SSC | Global HQ: Germany

| Business type: BPO | Global HQ: UAE

| Business type: SSC | Global HQ: USA

SSC Atlas Copco

| Business type: SSC | Global HQ: USA

SSC Hilton

Nokia Centers of Excellence

Valeo

Axxcelera

| Business type: SSC | Global HQ: UK

SSC novartis

Vmware

NTG

| Business type: SSC | Global HQ: UK

Barq Systems

| Business type: ITO | Global HQ: UAE

SSC Bayt

| Business type: SSC | Global HQ: UAE

SSC Henkel

SSC HSBC

Huawei

| Business type: ITO | Global HQ: China

IBM

| Business type: ITO | Global HQ: USA

SSC IDC

BPO BDO

| Business type: SSC | Global HQ: USA

SSC Bupa

| Business type: BPO | Global HQ: USA

| Business type: BPO | Global HQ: Belgium | Business type: SSC | Global HQ: UK

SSC Careem

| Business type: SSC | Global HQ: UAE

BPO Centro

| Business type: BPO | Global HQ: USA

Cisco

| Business type: ITO | Global HQ: USA

BPO Incorta

Infor

| Business type: ITO | Global HQ: USA

SSC Ingram Micro

| Business type: SSC | Global HQ: USA

Integrant

| Business type: ITO | Global HQ: USA

www.EuropeanBusinessServices.com

| Business type: SSC | Global HQ: Switzerland

| Business type: ITO | Global HQ: USA

| Business type: ITO | Global HQ: Luxembourg

| Business type: ITO | Global HQ: UK

BPO Concentrix

BPO Network International

| Business type: ITO | Global HQ: Japan

SSC UBER

| Business type: R&D | Global HQ: France | Business type: ITO | Global HQ: USA

SSC Vodafone Shared Services

One Global

| Business type: ITO | Global HQ: Kuwait

SSC Oracle

| Business type: SSC | Global HQ: USA

Orange Business Services

| Business type: ITO | Global HQ: France

SSC Otlob

| Business type: SSC | Global HQ: UAE

SSC P&G

| Business type: SSC | Global HQ: USA

SSC PepsiCo

| Business type: SSC | Global HQ: USA

2019

Other Countries

Kosovo: Southeast Europe’s Promising Outsourcing Hub Southeast Europe, and specifically Kosovo, has rapidly gained recognition as a top location for outsourcing. There are several reasons why, and it is worth looking at Kosovo as a model for growth Outsourcing was originally for saving money and resources. Times have changed, and the reasons to outsource have become numerous. Companies demand more from outsourcing companies; they want quality and value-added services from a trusted partner.

CEE Business Services Directory

At the centre of outsourcing changes is Kosovo. The country has emerged as an outsourcing leader, offering companies professionals with multilingual skills; a young, energetic and highly educated work force; and competitive pricing. Kosovo is becoming the choice for IT services and business processes. Kosovo has already attracted multinationals like AT&T, Vodafone, DHL, Teleperformance and Sutherland. At the forefront of local outsourcing companies is Kosbit, which has gone global as a preferred vendor for AT&T and other managed services. Kosbit has received several awards, including the top 100 Best Outsourcing Providers by IAOP 2018, the Technology Leaders Award 2019, the SSON European Impact Award 2019; and the European IT & Software Excellence Award in 2019. Kosovo has a lot to offer multinational companies, including: • Internet Connectivity – 95% of households in Kosovo have the highest internet penetration, ranking among the highest of EU countries based on Eurostat, 2019; • Education – Kosovo has the youngest, highly-educated population in Europe, with undergraduate and post-graduate degrees. • Communication – Citizens have excellent language skills, including many who can speak English and German.

2019

Kosovo has the largest number of German speakers in this region after Romania. • Culture - Kosovo is culturally aligned with Europe. This helps companies reduce issues by work with citizens with similar cultural backgrounds. • Location – Kosovo is located in Southeastern Europe, only two hours from many European destinations.

• Legislation – The country has reformed its legal system, and the Euro is the official currency. More ITOs and BPOs, are recognising the inherent benefits of Kosovo each year, and appreciating the high-value services. As this happens, Kosovo’s reputation as a preferred outsourcing partner will continue to grow.