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CEE Shared Services & Outsourcing Awards Gala Winners awarded in 22 categories

At the 2nd annual CEE Outsourcing and Shared Services Awards, held on 6 February 2014 at Warsaw’s Hotel Intercontinental, 22 companies, cities and individuals were distinguished for their exceptional performance. More than 280 guests from 21 countries – including Mayors and Vice-Mayors – attended the Awards Gala and Forum, which singled out Winners from 140 nominations.

Companies that attended included: BNY Mellon Poland Global Delivery Centre, WIPRO, Capita Polska, Franklin Templeton Investments Center, Kuehne + Nagel, Lundbeck, RWE Group Business Services GmbH, Kemira, Western Union, Kuehne + Nagel, MANN+HUMMEL Service, SocGen – Bucharest, Hitachi Data, Global Remote (Romania), Opus Capita, Tieto, Olivia Business Centre-Gdansk, Element 14, H-P, Conectys, Arcelor Mittal, Runway BPO (Estonia), NFQ Solutions (Lithuania), CBRE Corporate Outsourcing, UCMS, Cushman Wakefield, Antal, Infosys, Domanski Zakrzewski Palinka, Krakow Business Park, Process Solutions BPO, Kinnarps, UBS, Accent for Professionals, Linkleaders, Chajec, Don-Siemion & Zyto, Stefanini /Tech Team, Goyello, Competence Call Center, Profitia Management Consultants, Luxoft, Devonshire, Multiposting, Colliers, Transparent, ASPIRE, ABSL, IBM, Outsourcing for Professionals (UK), World BPO Forum, EOA, Skanska, Swede Center, Tata (TCS), Jones Lang Lasalle, PAIZ, Alexander Mann, Goldman Sachs, Citi Services, PGNiG Serwis, CPL, Randstad, BNP Paribas, SkyRes Warszawska, AIG Lincoln, CIMA, Accent Business Training, BiznesPolska, GrantThornton, PWC, Hays, Ernst&Young, ING Bank,Test HR, Verita HR, Human Capital Consulting, Barona HR Services, CzechInvest, ANIS (Romanian Outsourcing Association), Hungarian Outsourcing Association, Invest Lithuania, Enterprise Estonia, and the following Cities: Lublin, Poznan, Katowice, Szczecin, Kraków, Łódz, Tallinn, and Vilnius.

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Final Winners : Top CSR initiative of the Year: • Poland Business Run 2013 (UBS, CapGemini, MAN Accounting)

Best Employer of the Year – Shared Services – Rest of CEE: • Western Union Processing (Lithuania)

Best University-Business cooperation of the year: Business Centre Manager of the Year – BPO: • Post-graduate studies „Modern Business Services” at University of • CPL Integrated Services Technology in Radom Business Centre Manager of the Top Public Sector Outsourcing Year – Shared Services: initiative of the year: • CBRE Corporate Outsourcing • SSC model for Voivodship Best Recruitment Firm of the administration (Ministry of Year: Administration and PwC Poland) • Hays Poland and Hays Hungary Best new office development for Best Advisory Services Firm of BPO/SSC sectors: the Year: • Green Day (Skanska, Wroclaw) • PwC Poland Best Employer of the Year – BPO/ Best Real Estae Advisory Services Outsourcing: Firm of the Year: • HP Global e-Business Operations • Jones Lang LaSalle BPO Most unique services provider – Best Employer of the Year – Poland: Shared Services – Poland: • MULTIPOSTING • State Street Most unique services provider – Rest of CEE: • MANN+HUMMEL Service (Czech)

Premier Partners and Sponsors: City of Lublin; Skanska Property Associate Sponsors: City of Katowice, City of Poznan, CPL Integrated Services, Transparent, Randstad.

Top “Newcomer” City of the year – CEE: • Lublin Best City of the Year – Poland: • Krakow Best City of the year – Rest of CEE: • Vilnius Best Shared Services firm of the year – CEE: • Citi Service Center Poland Best BPO firm of the year – Poland: • HP Global e-Business Operations Best BPO firm of the year - Rest of CEE: • Conectys (Romania) Best IT firm of the year – Poland: • Atos IT Services Best IT firm of the year – Rest of CEE: • NFQ Solutions (Lithuania)

Strategic Partners: ABSL, ASPIRE

Media Partners: BiznesPolska.pl, CEE Shared Awards Sponsors: Services & Outsourcing Directory, Swede Center, BNP Paribas Real BizPoland Magazine, Professional Estate, CIMA, SkyRes Warszawska, Outsourcing (UK), Hungarian JLL, AIG/Lincoln, Kinnarps, Accent Outsourcing Association (Hungary), Business Training, City of Szczecin. ANIS (Romania), World BPO Forum (US), EOA (France), Europaproperty Audit Partner: (CEE).

GrantThornton

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CEE Shared Services & Outsourcing Awards Winners

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CEE Outsourcing and Shared Services Awards – Winners – Highlights from their Nominations

CEE Shared Services

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CSR: Poland Business Run A joint initiative of UBS, MAN Accounting, CapGemini, and Jasiek Mela Beyond Horizons Foundation. The Poland Business Run idea is to integrate business and the community for a charitable cause while promoting a healthy life style. The business charity run in the form of a relay was organized for the first time in September 2012 - on Krakow’s market square.. It was initiated, co-organized and co-sponsored by UBS Krakow. The goal was to collect funds for prosthesis for the beneficiaries of Jasiek Melas Beyond Horizons Foundation. Others supporting the concept include City of Krakow, Radisson Blu hotel, and Luxoft.

Best University: Post-grad studiesRadom An initiative led by Łukasz Fijałkowski/PwC Academy, Rafał Grzeszczyk/The City of Radom, Magdalena Jelonkiewicz-Bałdys/AIG Lincoln, and Jadwiga Naduk/Hays.

The post-graduate studies program in Modern Business Services is a joint venture of the public sector: University of Technology and Humanities; The City of Radom; and the private sector: AIG Lincoln; PwC; Hays, and ASPIRE. The project’s goal is twofold: 1) To establish a pipeline of fully trained professionals to fulfill leadership positions within Radom’s growing BPO industry. 2) To attract potential investors to Radom. 80 students currently enrolled in the program.

Public Sector: SSC design In the first quarter of 2013 the Ministry of Administration and Digitization and PwC started a project to validate the concept of establishing Shared Service Centres on a regional level, which would provide support to government authorities. The main goal was to create and analyse the SSC concept for central administration on the regional level, present its benefits, analyse risks and build a high-level transition roadmap. The scope of the SSC would include: F&A; HR; Procurement; Real Estate and asset management; Registry and archive related services; IT services; Health, safety and fire regulations; Legal services. Implementation of the project would impact 1,380 jobs countrywide and is expected to reduce operating costs by 32 million PLN. The result of this work was evaluating the most important opportunities and risks of establishing 16 SSCentres serving Poland’s public administration.

Office Develop: Green Day (Wroclaw) Skanska’s new office development is of approximately 16 000 sqm, and the office space is fully leased to Credit Suisse (Center of Excellence). Thanks to an extensive floor plate (2300 sqm), it can be easily arranged according to the tenants’ preferences and current needs. According to Skanska research, one of the crucial factors for business service centers are flexible office space and an attractive location, close to public transport stops. Green Day fulfills both of the requirements. The building has also solutions increasing the comfort of bike riders, like lock rooms

and showers, which is especially appreciated by young employees. The building was adapted to the specific needs of Credit Suisse regarding uninterrupted business activity.

Two independent power feeds and two power generators ensure business continuity in case of power outrage. Green Day is LEED Gold pre-certified.

ROC is extremely proud of having significantly high recommendation and loyalty rates of employees (compared with global benchmark). 89% would recommend Western Union as a great place to work. 73% of EUROC employees would stay at Western Union if they there were offered a comparable position with similar pay and benefits elsewhere.

Best Employer – BPO: HP Global Benefits include: • Medical package for Employees and their closest family • Multisport card • Life insurance package • Happy Parenting program including childcare support • Employee Assistance program – help in a difficult life situation • Employee Purchase Program – possibility to buy HP product at preferred prices • Free coffee, tea, sandwiches and fruit • Modern offices in the city center • Trainings, opportunity for personal development and advancement within the company • Wellness Program • Tickets to cinema and theatre. Also, portfolio Wellness – a series of initiatives for employees focused on financial matters, stress management and physical fitness.

Typical events include: office massage, cooking days, health awareness days, sport events and tournaments, healthy snacks at preferred prices and many others.

Business Centre Manager BPO: CPL John Paul McGonigle, Site Manager.

Provides service desk and end user support to HP’s multinational customers. John Paul demonstrates a track record of business improvement in areas such as SLA delivery, recruitment efficiency and cost saving. John Paul’s major achievements include the following: the SLA compliance figures increased by 10% from 2011 to 2013: • SLA compliancy 97% based on the last quarter’s result • 260 SLA targets to deliver upon across the business • 2011 SLA compliancy result was 86.94%, the current performance means a 10% increase. CPL IS took over the service from HP in Hungary. During the transition the Centre manager faced the following challenges: • The legal succession of 145 HP Employees • The transition of approx. 420 agency contractors from 3 separate agencies into CPL Integrated Services permanent employees with the loss of just one contractor during the mobilisation phase • Seamless transition into the new model • Ensure supply of necessary resources can be maintained by a single partner and reduce the time to hire • Bring stability to an operations which had multiple Client Escalations ongoing and unstable SLA delivery • Ensure no spike in attrition during transition and a positive trend going forward.

Best Employer – Shared ServicesPoland: State Street Employees projected at December 2014: 2100. State Street Poland is now the 2nd largest office in Europe employing almost 2000 employees and providing the full range of investment servicing products including Investment Fund Accounting, Derivatives, Performance & Analytics and Hedge Fund Administration. The Krakow office administers more than USD 1.2 trillion in assets for 7500 investment funds and 200 clients. In addition to all the usual benefits offered in the local market, State Street has an extensive program of additional benefits including anniversary awards to recognise loyalty, additional vacation days with seniority, time off to participate in volunteering activities (CSR – related) and monthly team building lunches. The organisation promotes healthy living including fresh fruit supplies and an offer of Flex work arrangements including part time, work from home and sabbatical leave. Additionally: • Sponsored language courses •Financial support for further education •Full technical skills training curriculum •A wide range of soft skills trainings •Manager Development Programmes •Mentoring & coaching programmes •Job rotation programme.

Best Employer- Shared Services-Rest of CEE: Western Union Employees at December 2013: 996, including 34 different nationalities supporting 28 foreign languages. Western Union established a European Regional Operations Center (EUROC) in Vilnius in July 2010. It is one of four global operations centers located around the world. The facility, which also serves as a Centre of Excellence, hosts Anti Money Laundering Compliance, Accounting, IT, HR, Marketing and various other functions. Loyalty and engagement: EU-

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Business Centre Manager Shared Services: CBRE Barbara Huss-Kaniewska Barbara Huss-Kaniewska has worked with GCS for many years leading and building Warsaw’s Shared Service Centre into what it is today: a highly efficient platform that has supported growth of the Portfolio Services and Facilities Management businesses. Barbara was the first employee in Warsaw Shared Service Center and her strong leadership ultimately helped grow the team to 254 highly-motivated professionals with a reputation for high-quality work and client satisfaction.

This year Barbara Huss-Kaniewska has been appointed Senior Managing Director, Global Leader of GCS Real Estate Accounting Services.

CBRE Corporate Outsourcing is a Shared Service Centre based in Warsaw and part of the CBRE Global Corporation.

The Company provides outsourced financial and data management services to corporations, for which property is not their core business. CBRE Corporate Outsourcing services include: 1. Portfolio Services Data Management Department - lease documents data management and lease abstraction i.e. extracting key lease terms for proactive management of lease events through reporting and general communications. 2. Portfolio Services Client Accounting Depart-

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CEE Shared Services & Outsourcing Awards Winners ment – consists of four teams: Accounts Payable, Accounts Receivable, Service Charge Analysts and Client Accountants.

specific skills (IT skills for instance) on forums or Facebook communities (French speaking, for instance).

Best Recruitment: Hays Poland and Hays Hungary With over 15 years’ experience of the CEE market, Hays know the growing importance of the Shared Service Centres and Business Process Outsourcing model across Central and Eastern Europe and the difficulties such organizations may face in recruiting the best talent. Hays has a specialist Business Services team employing over 40 multi-lingual consultants based in 11 offices throughout CEE. In 2013, Hays helped to find over 2000 employees for 80 centres including the start-ups of Euroclear, Perkin Elmer, Kemira, Qatar Airways, Systemax and Exxon.

Unique – Rest of CEE: MANN+HUMMEL Richard Auer is Country Director for MANN+HUMMEL Service located in Nová Ves, Czech Republic, which provides shared services for MANN+HUMMEL Group´s entities worldwide for more than six years. M+H provides not just typical shared services in administration but also very special ones such as: Research&Development (R&D) - having own Research Center and Testing Laboratory, as well as Project Management in OEM development projects for the car and truck industry. We just opened our new test laboratory for fuel and air filtration and intake manifold testing. Over 180 qualified people in Accounting, Finance, IT, R&D, HR, Material Data Management, Project Management, Corporate Purchasing, Quality serving our internal customers in 27 entities in 20 countries in 11 different languages.

Best IT – Rest of CEE: NFQ Solutions Based in Kauna, Lithuania, NFQ Solutions provides E-business and software development with major focus on large scale e-commerce platforms, the travel market and meta search solutions. While NFQ receives around 75% of its revenue from services to foreign customers, the company is considered to be the godfather of Lithuanian e-commerce with more than 300 different projects launched in and around the country in the past 10 years. NFQ Academy, our free three month long series of lectures and workshops for students interested in software development, held its fourth semester last year. It was record breaking - more than 400 students applied for some 50 places at the Academy. A Java class was launched in addition to two PHP groups in Vilnius and Kaunas.

Top Newcomer City: Lublin.

New companies in Lublin during 2013: •Sii – expected 105 new jobs •Proama– 50 new jobs in 2013 •Alior Bank – 170 new jobs •Sollers Consulting – 35 new jobs •Soft System- 50 new jobs. New airport opened in early 2013 already having a major impact on inward investment, with direct connections to London and Frankfurt.

Best BPO of year-Poland: HP HP BPO Poland provides wide services from F&A, CRM and HRO areas. Employee rotation program; Talent program; Training program focused on accounting and soft skills; ACCA approved employer status; HP University CIMA courses (open to all HP); Training platform for management; Finance Ambassador program.

Best City of Year: Krakow.

About 5,000 new jobs created in the sector in 2013. New investors: RWE, Zycko, XTRF, Samsung, Accenture, Deutsche Telekom, Anachron Technology, Amada Group, Lundbeck.

Major expansions: ACC Lufthansa, Capita, Heineken, State Street, HSBC, and Motorola. Krakow is actively cooperating with universities, being a kind of intermediary between investors and the academic and scientific units.

Krakow Advisory Board, the Agreement with Universities, Science-Business-Residents-Local Government Krakow Forum are examples of the opening of Krakow to initiatives related to the knowledge and technology transfer. It is also worth highlighting the Krakow Scientific Center, which seeks to identify skills demanded by companies operating in the BPO and IT industry and its secondary priority for such branches as energy, passive and energy-efficient buildings, life sciences, the pharmaceutical industry, and creative industries.

Best BPO - Rest of CEE: Conectys Conectys has a strong Romanian presence. From its Bucharest contact centre, it delivers multicultural business process outsourcing and customer service support in more than 35 languages to more than 45 different global organisations. Conectys expects to employ 450 people by December 2014. The company offers specialist resources and services 24/7, servicing customers in every continent around the world. Conectys has delivery centers in Romania, Belgium and the Philippines. Conectys organises an annual collection amongst its employees, friends and relatives for a local orphanage. Arnold Cobbaert is the founder and CEO.

Real Estate: JonesLangLasalle.

With a nearly 40% market share for the BPO/SSC sector nationwide, JLL’s key assignments in 2013 included Deutsche Bank, IBM, and Credit Suisse. From June 2012 Jones Lang LaSalle has advised BPO/SSC companies in real estate projects totalling ca. 178,000 sq m across CEE. Currently it is assisting companies from modern business services sector totaling further 180,000 sq m (including projects at preliminary stage with selected CEE countries on the shortlist). In period June 2012 – December 2013 Jones Lang LaSalle in CEE provided strategic advisory to key global companies from the BPO/SSC sector, including: Bayer, BNY Mellon, Cisco, Credit Suisse, Euroclear, IBM, ING, Samsung, UBS, WNS, and Itella Information in Toruń.

Unique: MULTIPOSTING. With offices in San Francisco and Paris, the Poland office is run by Jerome Lafuite. Clients include PWC, Accenture, and Michael Page. Multiposting in Poland gives the possibility to cross-post jobs and internships on 30 job boards and 100 universities. With one click, the companies using Multiposting can cross-post their jobs to more than 500 websites, 1,800 school job boards and the major social networks. It enables them to save precious time and widen their candidate sourcing perimeter (in Poland and abroad).

Multiposting also brought innovation in the sourcing by giving its clients the possibility to source candidates with

2014

Best City – CEE: Vilnius.

New Investors in 2013: Swedbank and Cowi. Major expansions by: Western Union and NFQ Solutions. All procedures are simplified for new investors; Tax system privileges; High qualification specialists, especially in the IT sector. Vilnius claims to have the most multilingual people in the EU. Best IT firm – Poland: Atos Clients include the International Olympic Committee and Renault. Atos is an international IT services company with 76000 employees in 47 countries. In Poland Atos employs nearly 2000 people in four cities Bydgoszcz, Warszawa, Wrocław, Gdańsk. It provides services for managing networks, servers, applications, projects and ITIL processes.

Projected employee numbers at December 2014: 2150 - recruiting about 100 new candidates every month. Due

Best Shared Services: Citi.

In Poland, Citi Services is focused on: monitoring anti-money laundering, handling banking, securities and investment funds, settlement of claims and payments, processing control function and service infrastructure.

CSC works with other Citi players from around the world, providing services to over 60 countries in Europe, Asia, Africa, both Americas and Australia. Employees use more than 24 languages every day. CSC Poland operates in three locations: Warsaw, Łódź and Olsztyn. In Poland over 400 technology professionals provide critical technology infrastructure support, development and deployment of strategic software applications to Citi entities across the world. Employees projected at December 2014: 3250.

Various productivity initiatives during the year which brought over 100 headcount saves. Another worth mentioning initiative is CitiWomen Network Poland which is one of our strongest diversity initiatives. During this year they organized over 20 different events, trainings, workshops and meeting with senior managers to create a pipeline of female talent.

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5 CEE Shared Services

Professional Advisory: PWC Team is led by Romek Lubaczewski, SSC/BPO leader for CEE. Companies that PWC has worked with: Multinationals, including: Amway (Russia), Kemira (various European countries), Metsa Group (various European countries), UPM (various European countries), Metinvest (Ukraine), Becton Dickinson (Poland), Akzo Nobel (BPO), Voxpro (Ireland) and BBH (Poland). PWC have also led the projects to design and build solution for PwC’s CEE internal Shared Service Centers. During 2012 – 2013 PWC extended client base with over 15 SSC/BPO-related projects with new clients.

Testimonial: “I feel that without PwC team playing the key role the project would not have been a success it is. If we elect to build another SSC (even outside Eastern Europe) I would not hesitate to engage PwC again, and I can recommend the team of Aleksandra Stelmach-Gryszka, Anna Wojt and Szymon Kogut to any other organization that is looking to build a Shared Services organization” - Ireneusz Truszkowski, SSC Director, Metsa Group.

to excellent performance and quality of services, the Atos Bydgoszcz branch was awarded as the most effective division within the world-wide Atos Group.

AUSTRIA FRANCJA NIEMCY

POLSKA RUMUNIA SŁOWACJA SZWAJCARIA TURCJA

CONTACT CENTER WORLD AWARDS 2013 „BEST CONTACT CENTER“

LIVEPERSON EUROPEAN CUSTOMER AWARDS 2013 „OUTSOURCED CHAT TEAM MANAGER OF THE YEAR“

THE BIZZ AWARD EUROPE 2013 „BUSINESS EXCELLENCE“

STEVIE AWARDS 2013 „FRONT-LINE CUSTOMER SERVICE TEAM OF THE YEAR“

PEOPLE‘S CHOICE STEVIE AWARDS 2013 „FAVORITE CUSTOMER SERVICE“

42 MIĘDZYNARODOWE NAGRODY POTWIERDZAJĄ NASZĄ KOMPETENCJĘ

WWW.YOURCCC.COM I COMPETENCE@YOURCCC.COM

ISSN 1643-4692

Table of Contents Publisher: BiznesPolska Sp.z o.o. ul. Długa 44/50, bud. D, lok 704, 00-241 Warszawa tel./fax: 022 831 7062 Research Director: Magdalena Adamczyk madamczyk@biznespolska.pl Marketing Executive: Wiktor Gliński wglinski@biznespolska.pl President: Thom Barnhardt barnhardt@biznespolska.pl

Cities begin to find their niche in the global Shared Services/BPO industry . . . . . . . . 8 The 2013 Top 100 Outsourcing Destinations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Top Universities in Poland . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Languages and Communication Skills: The Two Most Desired Competencies in Polish Outsourcing Centers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 SSCs/BPOs in Poland................................................................................................................. 18 Warsaw (18), Białystok (26), Bielsko-Biała (28), Bydgoszcz (28), Cracow (29), Dąbrowa Górnicza (34), Gdańsk (34), Gdynia (36), Gliwice (36), Katowice (36), Kielce (41), Lublin (42), Łódź (42), Opole (47), Poznań (47), Radom (49), Rzeszów (49), Szczecin (50), Toruń (50), Wrocław (52), Other (56)

SSCs/BPOs in Czech Republic......................................................................................... 58 SSCs/BPOs in Hungary........................................................................................................... 62 SSCs/BPOs in Romania........................................................................................................... 68 SSCs/BPOs in Slovakia..............................................................................................................78 SSCs/BPOs in Estonia.............................................................................................................. 80 SSCs/BPOs in Latvia................................................................................................................... 81 SSCs/BPOs in Lithuania.......................................................................................................... 82 Map of SSCs/BPOs in Poland . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20-21 Manager’s Profile . . . . . . . 37-38, 44, 46, 51-52, 55, 61, 65, 71 Contact center trends for 2014: Social media comes to customer service . . . . . . . . 40 Czech: Building its complexity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58 Shared Service Centres in Hungary: an ‘untold’ success story . . . . . . . . . . . . . . . . . . . 63 Graphic Design/DTP: sparfianowicz.wordpress.com

Distribution:

HP head in Romania comments on the country’s SSC/BPO sector . . . . . . . . . . . . . . 69 G4S to set up its European shared services centre in Tallinn . . . . . . . . . . . . . . . . . . 80

Strategies

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Cities begin to find their niche in the global Shared Services/BPO industry

CEE Shared Services

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Every consultant worth his salt will preach the gospel of differentiation: “Define your niche”. While Poland and CEE’s Shared Services and BPO sectors continue to grow at a healthy 15-20% clip, cities nevertheless need to fight for new business and new investment. As the sector matures and evolves in CEE, global investors are faced with excellent choices, ranging from the well-established hub of Krakow, tenacious “up-n-comers” like Gdansk and Katowice, to newer players in the sector such as Lublin. Central Europe offers additional options ranging from the Scandinavia-centric Baltic states to the Romance-language focused Romania, with strong and well-established cities in between such as Budapest and Prague.

Yet global foreign investors are still confused and struggle with the choice of location.

The investment officers at these cities can do them a big favor by defining themselves clearly. And early signs are that they are doing exactly that. As young adults grapple with their own self-definition, cities in CEE are similarly going through a period of self-discovery – a necessary prerequisite to publicly defining who you are.

Cities are finding their niches, working on strengthening their offers, and proclaiming their position.

While Krakow has the assistance of ASPIRE in making its case on a global scale, Poznan seems to be emerging as a hub for high-end F&A and hedge-fund accounting, building on the successes of big companies like FranklinTempleton. Smaller hedge-fund accounting and back-office/ mid-office shops like HedgePole, with offices in Switzerland, are serving global

Eastern Europe: The latest ‘go-to location’ for Indian IT firms search for talent and captives Eastern Europe is fast becoming a go-to location for Indian IT players both for talent and for the captives that dot the former Soviet Union territories, as they look to boost growth in that continent. Countries like Poland, Hungary, Romania and the Czech Republic already have centres of multinational outsourcing companies such as IBM, HP and Accenture.

India’s largest IT outsourcing firm TCS also has a centre in Hungary. Other Indian IT firms are exploring the region as a base for talent, as engineering skills are strong in the region. In fact, Wipro board member Jagdish Sheth had warned that India could lose its edge in BPO to countries in Eastern Europe in a recent interview with ET. “While our primary focus continues to be Continental Europe, we are seeing opportunities in Hungary and Poland. These are currently small in scale but hold future potential,” said Ulrich Meister, senior vice-president, Continental Europe, Wipro.

Wipro has delivery centres in Romania and Poland for IT and BPO as well as a presence in Hungary. About

90 per cent of the Europe opportunity comes from Western Europe, while Eastern Europe accounts for the rest.

But Indian IT players are using Eastern Europe as a delivery location to cater to Western European countries because of the favourable time-zone. Also, as some of the Eastern European countries are part of the European Union, data protection rules are not an issue.

“Most of the work Infosys BPO does in Eastern Europe is related to SAP consulting and cost arbitrage. European multinationals are open to outsourcing although it’s becoming more of a trend now. We also advise on how they can set up shared service centres in these markets,” said Abraham Mathews, chief financial officer, Infosys BPO. Infosys has around 2,000 employees in Poland and about 500 in the Czech Republic. While IT firms are looking to expand organically, acquisitions of captive centres in Eastern Europe could also be on the cards. Eastern Europe is growing as destination for captives, according to research by the Loughborough Business School. n

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clients from a base in Poznan. And on the Baltic coast, Gdansk continues to attract new major investments from Scandinavia and Germany, suggesting that their success lies in a return to the past power of the Hanseatic league affiliations.

Smaller Polish cities such as Radom and Kielce are still finding their feet, as a trickle of new investors arrive. Perhaps they’ll find a niche catering to large Polish companies, such as PGNiG and PZU, who are increasingly outsourcing services and even setting up shared services centres in lower-cost locations outside of Warsaw.

Further south, Romania is emerging as a competitor to Poland, particularly in cases where southern European language skills and IT skills are a major factor in the decision.

Well-established cities like Prague and Budapest are keenly aware that competitors are biting at their heels, and consequently the need to continue moving up the “value-chain” by offering higher-value services such as credit analysis and actuarial accounting.

Employment growth leads to greater economic power for the sector In midsize cities like Wroclaw and Gdansk, Poles are doing back-office work for major corporations like IBM and banks including Citigroup and Bank of New York Mellon, but also for Indian outsourcing companies like Infosys, Wipro and Tata Consulting Services.

More than 120,000 people work in what is broadly known as the business services industry in Poland. The category includes BPOs like CapGemini or Genpact that take over such functions as finance and accounting or information technology for customers, as well as Shared Services centres, such as organizations like State Street or P&G that set up in-house operations to do their own back-office work.

At current growth rates, it is likely that in just 1-2 years the “business services sector” in Poland will overtake the auto industry, which employs about 140,000 people, as a leading source of private sector jobs. The SSC/BPO sector has already surpassed employment levels in the politically-untouchable coal sector, which continues to shrink. Poland’s public sector, employing about a quarter of Poland’s 15 million workers, is still the country’s largest source of jobs.

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tancy based in Frankfurt and New York.

“How can I go from basic process management work to more sophisticated creative work?”

Education, education, education replaces … location, location, location In Poland, 39 percent of people 25 to 34 years old have university degrees or the equivalent. This puts the country in second place behind Norway in that category among the nearly three dozen member countries of the Organization for Economic Cooperation and Development. (The United States, at 35 percent, ranks 11th.)

And Poland’s well-regarded universities have been willing to modify their curriculums to produce graduates with the skills sought by SSC and BPO companies. “There is a strong correlation between education and the success of Poland,” said Anurag Srivastava, a New Delhi-based practice director at the Everest Group, which advises corporate clients on managing outsourcing and back-office operations.

With competition for skilled workers rising in major cities like Warsaw and Krakow, companies have been opening business service centers in smaller cities like Poznan, Lublin, and Lodz. That benefits

the Polish economy, because the smaller cities tend to have higher unemployment than big cities like Warsaw, which has a jobless rate of only 4.8 percent compared with Lodz’s 13.7 percent.

Labor costs in Poland for people with the skills needed for business services are about half those of Western Europe, though still roughly double those in India. Even management-level employees in Poland earn substantially less than their counterparts in the United States or Western Europe, while offering comparable levels of competence, analysts say. A Polish accounting manager earns an average of 44 percent of the pay of his American counterpart and 41 percent as much as an accounting manager in Germany, according to the Hackett Group consultancy.

Martijn Geerling, a senior director in London for Hackett, said Poland’s main rivals are neighbors like Romania and Bulgaria, where wages are even lower but education levels are high. “Poland and any country needs to understand competition is mostly with Eastern European countries,” Mr. Geerling said.

Most BPOs and Shared Services centres assume that the wage-differentials will slowly shrink over time, but that timeframe is measured in decades. Neverthe-

9 CEE Shared Services

Politicians have noticed the sector, starting first of all with the mayors in Poland, who recognize the sector’s benefits of attractive employment for young, well-educated graduates, an expanding tax base, and strong development of the modern office space stock.

Economic stability, currency flexibility, and “moving up the value chain” Business services are part of the explanation for Poland’s steady economic growth in recent years, even amid stagnancy in the 17-nation euro zone. Part of Poland’s edge derives from the fact that it has yet to join the euro currency union. The zloty has been relatively stable against the world’s reserve currencies in the last few years, yet zloty-weakness would mostly benefit the entrenched SSC/BPO investors.

But Poland’s enviable perch is nonetheless precarious. It faces rising competition from other countries in Eastern Europe, like Romania. That is why industry specialists say Poland must move into more sophisticated services, like research and development, to continue attracting investment and corporate clients.

“The question for Poland is, ‘How do I move up the value chain?’ ” said Peter Schumacher, chief executive of the Value Leadership Group, a management consul-

and Outsourcing Directory

Strategies

2014

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Trends, shifting sands, and new competitors on the horizon Other trends we see are the emergence of locally-grown business services companies, set up by entrepreneurs or executives with previous SSC/BPO experience, to compete with the global BPOs – or at

least to pick off a substantial amount of their business. Impel, based in Wroclaw, is perhaps the largest local, broadly-defined outsourcing company, with aspirations to move into the more lucrative business services sector.

Another trend are local companies being set up to cater to the services needs of the shared services sector, such as recruitment. The share price of Work Service, for example, is up 88% in the last year, as the company has expanded its HR recruitment efforts from Poland to all of CEE, and attracted further private equity investment.

Enterprise Investors, Poland’s largest private equity investment firm, just last year defined the BPO sector as one of their strategic sectors for investment in the coming years. HR recruitment, training, employee benefits and medical services are just a few of the services that the large SSC/BPO investors are keen to invest in.

So while the SSC/BPO sector has bright growth prospects, from multiple angles, all of the key players within its ecosystem – ranging from cities to SSC centres themselves - are recognising the need to focus on a niche and establish a strong, defensible position, as competitors, on the other side of the world, or just around the corner, sharpen their teeth. n

CEE Shared Services and Outsourcing Awards Gala

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5th February 2015, Intercontinental Hotel, Warsaw

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CEE Shared Services

Generally, the business-services sector has strong growth prospects in CEE and Poland. Associations like the Association of Business Services Leaders (ABSL) are having success in lobbying governments to amend regulations, particularly the labor code and privacy/background checks, to pave the way for a larger wave of investment from banks and investment funds.

While many have already set up in Poland, most of them have complained about the existing labor regulations which hinder further expansion. With that next hurdle set to be cleared in the near future, ABSL expects further investment in financial shared services centres in Poland.

“It’s really a deep pool of highly motivated graduates,” said Martin Ring, managing director Bank of New York Mellon operations in Poland, which has a fast-growing shared services center in Wroclaw with more than 400 employees. “They are able to pick up financial skills very quickly.”

Ser vices

10

less, attracting clients will require doing work for them that is not only cheaper but better. “We believe our value proposition in the long run is about the automation and transformation of the processes — not labor arbitrage,” said Krystian Bestry, head of business outsourcing in Europe for Infosys, based in Lodz.

The Infosys center in Lodz was established by Philips, the Dutch electronics company, to handle mainly basic back-office work like processing invoices. Infosys bought it from Philips in 2007 and shifted to more advanced projects, such as helping companies reorganize functions like internal auditing and tax preparation. In September, for example, AkzoNobel, a Dutch maker of paints and specialty chemicals, hired Infosys in Lodz to centralize its finance and accounting operations.

Not all the Infosys workers in Lodz are Polish, and the operation also serves clients outside Europe, including the United States and Canada. One team, to serve a customer based in Quebec, was training in how to speak with a French Canadian accent. The work, and increasingly the people, go wherever there are good broadband connections. Places like South Africa and Argentina have become major outsourcing centers.

ed

and Outsourcing Directory

Strategies

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2014

Location rankings

Rank Rank 2014 2013

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23

1 3 2 4 5 6 7 8 10 9 11 12 13 15 14 17 16 19 20 18 22 23 25

Movement

- +1 -1 - - - - - +1 -1 - - - +1 -1 +1 -1 +1 +1 -2 +1 +1 +2

Region

Country

City

South Asia Southeast Asia South Asia South Asia South Asia South Asia South Asia Southeast Asia Eastern Europe Western Europe East Asia East Asia Central America East Asia East Asia Eastern Europe Southeast Asia Southeast Asia South Asia South America Middle East and Africa Southeast Asia South Asia

India Philippines India India India India India Philippines Poland Ireland China China Costa Rica China China Czech Republic Vietnam Malaysia Sri Lanka Brazil South Africa Vietnam India

Bangalore Manila (NCR) Mumbai Delhi (NCR) Chennai Hyderabad Pune Cebu City Kraków Dublin Shanghai Beijing San José Dalian (Dairen) Shenzhen Prague Ho Chi Minh City Kuala Lumpur Colombo São Paulo Johannesburg Hanoi Chandigarh

and Outsourcing Directory

The 2013 Top 100 Outsourcing Destinations

CEE Shared Services

11

2014

www.ceeOutsourcingAwards.com

Location rankings

and Outsourcing Directory

Rank Rank 2014 2013

CEE Shared Services

12

24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76

21 26 28 27 24 30 31 29 36 34 32 33 37 35 39 38 44 42 45 40 41 46 48 47 49 43 55 53 50 51 52 54 56 63 61 62 68 57 67 69 64 75 65 73 66 70 72 59 60 71 74 76 58

Movement

-3 +1 +2 - -4 +1 +1 -2 +4 +1 -2 -2 +1 -2 +1 -1 +4 +1 +3 -3 -3 +1 +2 - +1 -6 +5 +2 -2 -2 -2 -1 - +6 +3 +3 +8 -4 +5 +6 - +10 -1 +6 -2 +1 +2 -12 -12 -2 - +1 -18

Region

Country

City

South America South Asia Eastern Europe South America South America Eastern Europe Southeast Asia South Asia Eastern Europe East Asia Eastern Europe North America South America East Asia South Asia South America Eastern Europe North America Middle East and Africa North America Western Europe East Asia North America Eastern Europe South America South America Eastern Europe South America Eastern Europe Eastern Europe Eastern Europe South Asia Eastern Europe South America Southeast Asia Eastern Europe Middle East and Africa Middle East and Africa East Asia South Asia Western Europe Eastern Europe Western Europe Southeast Asia South Asia Southeast Asia North America Central America North America South America Middle East and Africa East Asia Middle East and Africa

Chile India Hungary Brazil Argentina Czech Republic Singapore India Poland China Russia Canada Uruguay China India Brazil Romania Mexico Ghana Mexico U.K. China Mexico Slovakia Colombia Brazil Ukraine Colombia Bulgaria Estonia Slovenia India Russia Peru Indonesia Russia South Africa Morocco China India Ireland Poland U.K. Malaysia India Philippines U.S.A. Puerto Rico Canada Argentina Turkey Taiwan Egypt

Santiago Kolkata Budapest Curitiba Buenos Aires Brno Singapore Coimbatore Warsaw Chengdu St. Petersburg Toronto Montevideo Guangzhou (Canton) Jaipur Rio de Janeiro Bucharest Monterrey Accra Mexico City Belfast Tianjin Guadalajara Bratislava Bogotá Brasília Kyiv Medellin Sofia Tallinn Ljubljana Bhubaneswar Moscow Lima Jakarta Nizhniy Novgorod Cape Town Casablanca (Dar-el-Beida) Xi’an Ahmedabad Cork Wroclaw Glasgow City Penang Thiruvananthapuram Davao City San Antonio, Texas San Juan Halifax Córdoba Istanbul Taipei Cairo

www.ceeOutsourcingAwards.com

2014

Rank Rank 2014 2013

Movement

77 80 78 81 79 79 80 78 81 77 82 84 83 86 84 87 85 83 86 85 87 95 88 91 89 88 90 82 91 92 92 96 93 94 94 90 95 93 96 89 97 97 98 98 99 99 100

+3 +3 - -2 -4 +2 +3 +3 -2 -1 +8 +3 -1 -8 +1 +4 +1 -4 -2 -7 - - - -

Region

Country

City

South America North America North America South America Middle East and Africa Southeast Asia East Asia Australian Southeast Asia South America Central America South America Middle East and Africa Western Europe Eastern Europe Central America Southeast Asia South America Southeast Asia Eastern Europe Middle East and Africa South America Southeast Asia Middle East and Africa

Colombia U.S.A. U.S.A. Brazil Egypt Philippines South Korea Australia Thailand Chile Nicaragua Brazil Mauritius U.K. Russia Guatemala Philippines Paraguay Philippines Ukraine Kenya Colombia Philippines South Africa

Bucaramanga St. Louis, Missouri Birmingham, Alabama Recife Alexandria Santa Rosa, Laguna (or Metro Laguna) Seoul Perth Bangkok Valpara铆so Managua Campinas Port Louis Leeds (Yorkshire & Humber) Novosibirsk Guatemala City Bacolod City Asunci贸n Iloilo City Lviv Nairobi Cali Baguio City Durban

source: Tholons

and Outsourcing Directory

Location rankings

CEE Shared Services

13

2014

www.ceeOutsourcingAwards.com

Prestige (25%)

Innovativeness (5%)

Research Potential (15%)

Study conditions (10%)

Internationalisation (15%)

1

Uniwersytet Jagielloński

100

100

59.17

96.36

100

77.89

56.46

2

Uniwersytet Warszawski

99.92

96.90

72.46

100

91.29

73.47

72.79

3

Uniwersytet im. Adama Mickiewicza w Poznaniu

80.08

65.88

52.92

93.73

75.13

66.75

62.21

4

Politechnika Warszawska

79.00

67.93

90.07

82.50

76.63

57.05

54.07

5

Akademia Górniczo-Hutnicza im. Stanisława Staszica w Krakowie

74.40

62.38

92.50

86.39

69.82

51.94

46.90

6

Politechnika Wrocławska

73.35

58.46

100

84.56

64.70

48.97

59.88

7

Uniwersytet Wrocławski

72.31

55.48

39.50

89.88

77.39

59.05

46.27

8

Uniwersytet Medyczny im. Karola Marcinkowskiego w Poznaniu

67.49

24.79

35.16

87.34

82.21

93.53

56.17

9

Uniwersytet Mikołaja Kopernika w Toruniu

66.06

47.49

51.02

81.44

84.95

55.81

17.86

10

Szkoła Główna Handlowa w Warszawie

65.98

50.60

30.21

96.83

51.28

50.33

64.15

11

Warszawski Uniwersytet Medyczny

64.80

38.87

42.67

70.17

78.08

82.78

38.37

12

Gdański Uniwersytet Medyczny

64.69

25.87

25.29

85.17

81.31

85.93

48.66

13

Politechnika Łódzka

63.79

41.44

81.01

77.36

63.66

53.32

50.47

14

Uniwersytet Gdański

63.01

38.17

54.87

80.43

76.62

63.38

28.39

15

Akademia Leona Koźmińskiego w Warszawie

60.88

31.18

27.76

83.61

50.40

42.59

100

16

Uniwersytet Medyczny w Łodzi

60.76

30.13

33.94

84.88

76.19

86.61

18.05

17

Uniwersytet Medyczny im. Piastów Śląskich we Wrocławiu

60.57

32.14

47.54

72.38

55.55

100

48.74

18

Politechnika Śląska w Gliwicach

59.94

50.81

71.61

73.01

58.26

52.08

22.12

19

Uniwersytet Medyczny w Białymstoku

59.33

23.73

17.20

90.42

79.92

78.44

22.81

20

Uniwersytet Śląski w Katowicach

59.30

36.44

64.01

86.02

68.35

60.42

14.50

21

Uniwersytet Ekonomiczny w Poznaniu

59.10

43.65

32.83

84.69

59.57

49.56

33.73

22

Politechnika Poznańska

58.76

49.71

84.68

73.30

52.80

48.30

24.17

23

Uniwersytet Łódzki

58.74

37.11

52.05

81.48

62.07

53.70

35.58

24

Politechnika Gdańska

56.79

32.87

70.61

77.72

65.91

41.01

32.68

25

Szkoła Główna Gospodarstwa Wiejskiego w Warszawie

56.78

46.54

39.28

71.80

58.15

52.37

24.83

26

Śląski Uniwersytet Medyczny w Katowicach

56.76

17.29

15.89

81.36

88.77

69.70

22.92

27

Uniwersytet Medyczny w Lublinie

56.37

10.10

26.18

77.13

77.36

77.90

52.63

28

Katolicki Uniwersytet Lubelski Jana Pawła II

54.42

36.78

15.29

76.76

64.10

57.96

20.32

29

Uniwersytet Warmińsko-Mazurski w Olsztynie

54.24

38.91

61.62

70.55

50.93

55.21

29.60

30

Uniwersytet Marii Curie-Skłodowskiej w Lublinie

53.76

40.86

56.36

70.90

57.61

57.95

9.31

31

Pomorski Uniwersytet Medyczny w Szczecinie

51.30

6.80

30.36

70.66

89.33

49.89

32.43

32

Uniwersytet Przyrodniczy we Wrocławiu

50.34

26.11

77.82

79.18

55.50

49.73

13.04

33

Uniwersytet Przyrodniczy w Poznaniu

50.23

36.35

29.13

73.34

58.89

46.56

10.16

34

Uniwersytet Kardynała Stefana Wyszyńskiego w Warszawie

49.27

28.86

20.45

76.63

70.12

37.53

7.43

35

Wojskowa Akademia Techniczna im. Jarosława Dąbrowskiego w Warszawie

48.86

28.27

37.46

76.41

65.04

44.87

3.37

36

Uniwersytet Rolniczy im. Hugona Kołłątaja w Krakowie

48.46

29.40

33.16

74.91

62.44

41.85

8.45

37

Uniwersytet Ekonomiczny we Wrocławiu

47.91

32.43

38.35

79.31

39.82

42.60

30.41

38

Uniwersytet Papieski Jana Pawła II w Krakowie

46.59

7.50

2.36

83.91

83.48

49.42

4.99

39

Politechnika Krakowska im. Tadeusza Kościuszki

44.40

32.66

46.38

63.96

38.69

45.22

21.73

40

Uniwersytet Ekonomiczny w Krakowie

43.09

29.42

11.33

74.96

36.42

37.21

31.00

and Outsourcing Directory

Rank

Total score

Name

CEE Shared Services

14

Research Efficiency (30%)

Top Universities in Poland

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2014

Top Universities in Poland Innovativeness (5%)

Research Potential (15%)

Research Efficiency (30%)

Study conditions (10%)

Zachodniopomorski Uniwersytet Technologiczny w Szczecinie

42.95

12.17

73.76

67.81

56.22

56.04

5.53

42

Uniwersytet Ekonomiczny w Katowicach

42.92

26.60

29.80

78.46

29.64

51.33

26.72

43

Polsko-Japońska Wyższa Szkoła Technik Komputerowych w Warszawie

42.26

20.25

16.34

88.49

45.62

30.68

17.32

44

Politechnika Częstochowska

42.05

20.58

39.33

64.27

56.22

38.48

10.48

45

Uniwersytet Pedagogiczny im. Komisji Edukacji Narodowej w Krakowie

40.56

17.16

24.24

59.57

59.69

39.44

13.02

46

Politechnika Opolska

39.44

18.33

51.77

68.71

39.10

40.75

17.21

47

Uniwersytet Opolski

39.25

23.70

23.46

71.12

40.70

39.06

9.69

48

Uniwersytet w Białymstoku

39.22

15.49

52.37

59.54

50.22

37.79

15.50

49

Uniwersytet Szczeciński

38.75

19.95

39.81

62.23

37.83

48.37

17.67

50

Politechnika Rzeszowska im. Ignacego Łukasiewicza

38.58

22.58

69.36

60.26

43.00

29.48

6.44

51

Politechnika Lubelska

37.63

14.39

95.16

56.58

38.09

34.54

18.87

52

Uniwersytet Rzeszowski

36.86

21.08

66.34

47.07

38.24

42.87

13.85

53

Politechnika Białostocka

36.69

21.96

51.41

57.13

33.64

37.67

16.47

54

Uniwersytet Technologiczno-Przyrodniczy im. J. i J. Śniadeckich w Bydgoszczy

36.52

15.53

57.26

65.87

36.88

43.04

7.84

55

Szkoła Wyższa Psychologii Społecznej w Warszawie

35.66

19.82

22.00

78.10

28.05

24.99

20.39

56

Politechnika Świętokrzyska w Kielcach

35.21

17.53

70.64

62.80

35.83

30.39

4.45

57

Akademia Obrony Narodowej w Warszawie

35.11

5.23

6.51

60.17

67.55

25.97

6.85

and Outsourcing Directory

Internationalisation (15%)

Prestige (25%)

41

15 CEE Shared Services

Rank

Total score

Name

2014

www.ceeOutsourcingAwards.com

Top Universities in Poland Innovativeness (5%)

Research Potential (15%)

Research Efficiency (30%)

Study conditions (10%)

Uniwersytet Zielonogórski

35.01

18.83

26.46

62.16

35.81

43.63

7.70

59

Uniwersytet Jana Kochanowskiego w Kielcach

34.68

16.32

45.83

56.28

44.34

31.35

5.04

60

Uniwersytet Kazimierza Wielkiego w Bydgoszczy

34.50

20.24

34.23

56.23

36.32

36.16

9.89

61

Akademia Humanistyczna im. Aleksandra Gieysztora w Pułtusku

34.31

5.99

13.27

73.83

48.43

38.83

5.28

62

Politechnika Koszalińska

32.60

18.03

36.52

63.90

30.53

31.72

6.07

63

Akademia Wychowania Fizycznego we Wrocławiu

32.55

9.76

16.30

62.06

36.34

48.71

11.79

64

Społeczna Akademia Nauk (d. SWSPiZ)

31.92

9.13

37.13

47.15

36.97

34.99

28.26

65

Akademia Wychowania Fizycznego im. Bronisława Czecha w Krakowie

31.68

9.46

9.14

64.44

35.88

46.91

8.75

66

Akademia Wychowania Fizycznego Józefa Piłsudskiego w Warszawie 30.47

15.22

18.91

49.47

29.40

43.29

15.69

67

Akademia im. Jana Długosza w Częstochowie

30.34

18.34

23.15

56.94

25.54

42.91

4.13

68

Uniwersytet Przyrodniczo-Humanistyczny w Siedlcach

29.51

15.63

26.46

53.22

26.48

41.41

7.61

69

Akademia Pedagogiki Specjalnej im. Marii Grzegorzewskiej w Warszawie

28.91

9.77

28.46

61.13

36.56

23.62

2.56

70

Akademia Pomorska w Słupsku

28.89

15.02

27.25

50.40

23.67

50.68

5.99

71

Uniwersytet Technologiczno-Humanistyczny im. Kazimierza Pułaskiego w Radomiu (d. PR)

28.35

13.92

21.52

59.85

24.03

38.03

4.77

72

Akademia Wychowania Fizycznego im. Eugeniusza Piaseckiego w Poznaniu

27.46

4.98

4.89

57.11

30.02

44.26

14.01

73

Akademia Techniczno-Humanistyczna w Bielsku-Białej

27.03

11.80

28.30

49.86

27.20

31.10

9.85

and Outsourcing Directory CEE Shared Services

16

74

Krakowska Akademia im. A. Frycza Modrzewskiego

26.82

20.23

21.50

50.64

13.75

25.66

18.54

75

Akademia Morska w Szczecinie

26.52

9.33

32.74

55.62

19.38

33.96

15.56

76

Dolnośląska Szkoła Wyższa we Wrocławiu

25.72

8.98

27.63

62.19

21.71

21.26

10.56

77

Akademia Morska w Gdyni

25.56

8.53

19.84

57.39

24.21

33.44

5.53

78

Wyższa Szkoła Policji w Szczytnie

25.43

6.63

5.17

46.27

43.95

19.26

3.44

79

Akademia Marynarki Wojennej im. Bohaterów Westerplatte w Gdyni

25.35

8.35

18.77

56.90

28.20

29.12

1.65

80

Akademia Ignatianum w Krakowie

22.91

8.27

1.26

52.52

18.60

43.55

3.79

81

Akademia Wychowania Fizycznego i Sportu im. Jędrzeja Śniadeckiego w Gdańsku

21.96

4.66

8.68

54.29

18.84

40.32

2.96

82

Akademia Humanistyczno-Ekonomiczna w Łodzi

21.95

9.44

8.88

50.04

13.63

27.51

15.81

83

Szkoła Główna Służby Pożarniczej w Warszawie

18.13

4.23

22.37

36.81

21.51

23.90

1.78

Internationalisation (15%)

Prestige (25%)

58

Rank

Total score

Name

Source: Rzeczpospolita

Currently-enrolled university student population

Region

Polska

Public Non-public Schools Schools Total

1,217,020 458,795 1,675,815

Łódzkie 77,217 24,515 101,732 Mazowieckie 197,619 114,414 312,033 Małopolskie 164,088 38,890 202,978 Śląskie 114,524 44,254 158,778 Lubelskie 62,574 30,571 93,145 Podkarpackie 48,198 19,337 67,535 Podlaskie 36,531 10,286 46,817

Region

Public Non-public Schools Schools Total

Świętokrzyskie 23,849 14,653 38,502 Lubuskie 20,027 1,257 21,284 Wielkopolskie 112,631 40,403 153,034 Zachodniopomorskie 50,875 11,595 62,470 Dolnośląskie 113,257 41,832 155,089 Opolskie 27,989 6,633 34,622 Kujawsko-Pomorskie 53,809 22,972 76,781 Pomorskie 78,016 28,427 106,443 Warmińsko-Mazurskie 35,816 8,756 44,572 Source: GUS

www.ceeOutsourcingAwards.com

2014

Training

Accent Group, www.accentgroup.pl

While human resources and intellectual potential is one of the main reasons Poland is the fastest growing outsourcing country in Europe, two crucial competencies are still scarce – languages and communication skills. As the market expands and more centers are created across Poland, most of them face the recruitment challenge of finding employees who have the required language level and appropriate communication skills.

There’s a clear gap between the skills university graduates are equipped with in their college years and the skills crucial for a successful career at a business center. This article presents some solutions to this challenge that come from the experience of Accent Group, offering employee development solutions to outsourcing centers for the last 12 years.

Language Assessments It all starts at the recruitment stage, where the language level of candidates is one of the key factors.

It’s crucial to assess the practical usage of the language in a business context, so a standard multiple-choice language test just doesn’t do the job.

Accent provides an online language assessment tool together with speaking assessments conducted over the phone, both tailored for each Client and their core business. It’s grown extremely popular amongbusiness centers and recruitment agencies as it’s accurate, inexpensive and quicke (results guaranteed within 24 hours). Last year the tool was nominated for the CEE Outsourcing and Shared Services Award.

Language Upskilling Here’s some comforting news for the business centers struggling with their recruitment targets of foreign language speakers – it no longer takes 5 years of university education to teach someone a foreign language! The latest methodology combined with tailored business language solutions make this possible in a period of 1-4 months, depending on the entry level and the level required for the job. This is shorter than many on-board-

2014

ing programs, and often turns out to be more cost-effective than relocation or head-hunting. Additionally, it’s a loyalty-building approach that creates a corporate culture of learning and development.

On-boarding Communication defines corporate culture.

Effective communication is also a key success factor for outsourcing centers. In our consulting work we frequently recommend that centers define and implement communication values, derived from core values and desired behaviors in the company.

Communication values are best implanted during one’s first weeks on the job.

Including a communication training in the process of onboarding has tremendous advantages, such as increased service-mindedness or on-the-job efficiency.

Another element that should not be underestimated is cultural sensitivity and awareness. Poland and most CEE countries are highly homogenous and the ability to collaborate with other cultures is rare. This is especially important in the outsourcing sector, where most interactions occur over phone or email, which only increases the risk of cultural clashes.

Our experience with service centers across Poland shows that investing resources in this area at the early transition stages is always less costly than having to react and firefight issues when they arise, or trying to change habits once they’re well-grounded.

Communication Training Communication is sometimes mistakenly catalogued under “soft skills training” and offered as a voluntary development opportunity, while in outsourcing reality, efficient and accurate communication is one of the key success factors.

This is true for basic-level employees, for whom the ability to write clear, precise emails, communicate effectively over the phone or build relationships with clients and colleagues in the so-called “virtual reality” is often a great challenge, just as it is for team leaders and managers.

More advanced skills such as presentations, persuasion, and chairing effective and results-based meetings are still sadly not taught at most universities; yet, they make up a large part of a working day at a typical outsourcing center. Some of our clients make these obligatory as part of on-boarding or first year training. Others turn to us for help, wanting to improve their KPIs, often highly dependent on communication skills.

While there’s little hope for the immediate change of the public education system to answer the needs of the fastest growing business sector, there are other solutions that outsourcing centers can implement, to guarantee the highest level of business delivery. n Accent Group includes 2 sister organizations - Accent for Professionals (www.4professionals.pl) and Accent Business Training (www.accentbusiness.pl), both specializing in training and development for the Shared Services and Outsourcing sector. Accent Group is an active member of ASPIRE and ABSL, contributing to the development of this sector. Accent operates across Poland, but also recently in Romania, Germany and Switzerland.

Client list includes IBM, Shell, State Street, BBH, UBS, Genpact, Heineken, Amway, CAPITA, Motorola, Luxoft, AON Hewitt and many others.

Agata Cielarska is a founder and co-owner of Accent Group. Born in Poland and raised in the US, she has built organizations with western-style customer service and focus on Client success. She has been a consultant and business communication trainer in outsourcing centers for over 12 years.

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17 CEE Shared Services

by Agata Cielarska

and Outsourcing Directory

Languages and Communication Skills: The Two Most Desired Competencies in Polish Outsourcing Centers

SSCs/BPOs in Poland

Poland

BST EURO-CENTRUM C-Land Sp. z o.o.

Services offered: IT Call Center Poland

Warsaw 3MC Poland Sp. z o.o.

Tel.: 22 243 69 75 e-mail: info@3mc-poland.pl 7N Management/Contact: Sebastian Podleśny – Country Manager (tel.: 22 322 87 00; Info.PL@7N.com)

and Outsourcing Directory

ABG SA Services offered: IT

CEE Shared Services

18

ABN Amro Number of employees in Poland: 150 Services offered: F&A, operations Accenture Services offered: Finance & Accounting BPO, Marketing BPO, Industry Specific BPO, Application Outsourcing, Infrastructure Outsourcing Management/Contact: Wojciech Popławski, Head of BPO Operations, Poland (tel.: 22 349 70 00; wojciech. poplawski@accenture.com ) Acxiom Adecco Poland Sp. z o.o.

Management/Contact: tel.: 22 376 09 00 (biuro.hg@ adecco.com) Aegon Year started in Poland: 2008 Services offered: CC Akademia Rozwoju Systemów Sieciowych Sp. z o.o.

Management/Contact: tel.: 22 861 53 41 (biuro@arss.com. pl) Alcatel-Lucent Polska Sp. z o.o.

Year started in Poland: 1995 Services offered: Telecommunication networks maintenance Management/Contact: Andrzej Dulka (tel.: 22 515 50 03)

Atos IT Services Sp. z o.o.

02‑676 Warsaw, Postępu 18 Tel.: 22 444 65 00 e-mail: infopl@atos..net www.pl.atos.net Year started in Poland: 2000 Number of employees in Poland: 2500 Services offered: System integration, Managed Services, IT Consulting, HTTS, Outsourcing IT services Expansion plans in Poland: Intensywny rozwój zwiększania zatrudnienia w obszarze usług off shoringowych Intensive Management/Contact: Dariusz Baran (tel.: 22 444 65 00; infopl@atos.net) Jakub Leśniewski (tel.: 22 444 65 00) Kinga Bloch (tel.: 22 444 65 00) ATT 2000 Sp. z o.o.

Management/Contact: Adam Trzaskowski (tel.: 22 543 30 70; adam.trzaskowski@att2000.pl) Autodesk SA Services offered: IT Avon Number of employees in Poland: 100 Services offered: F&A Management/Contact: Anne Burges Axel Springer Number of employees in Poland: 300 Services offered: CC, telemarketing Management/Contact: Edyta Sadowska – President of the Board – Ringier Axel Springer (tel.: 22 232 00 00/01) BanCom Number of employees in Poland: 180 Services offered: CC, telemarketing Management/Contact: Małgorzata Kęsicka-Rzepecka – President of the Board Betacom SA Services offered: IT Management/Contact: Mirosław Załęsk – President of the Board

Annik Systems Antal International Sp. z o.o.

Management/Contact: Artur Skiba (tel.: 22 483 50 00; poland@antal.com) ARPI & Partners Arteria SA Management/Contact: Marcin Marzec – President of the Board Wojciech Glapa – Vice President of the Board AstraZeneca Pharma Poland Number of employees in Poland: 40 Services offered: R&D Atemis Services offered: IT Athenasoft Sp. z o.o.

Services offered: IT

Bonair SA Services offered: IT BOŚ Number of employees in Poland: 30 Services offered: CC, telemarketing Britenet Sp. z o.o.

Year started in Poland: 2006 Number of employees in Poland: 130 Services offered: IT(software development, testing) Management/Contact: Michał Borny (tel.: 665 512 797; michal.borny@britenet.com.pl) Tomasz Dziki (tel.: 609 742 895; tomasz.dziki@ britenet.com.pl) BSH Year started in Poland: 2007 Number of employees in Poland: 117 Services offered: R&D

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Capgemini Polska Sp. z o.o.

00‑807 Warsaw, Al. Jerozolimskie 96 Tel.: 22 464 71 00 e-mail: office.pl@capgemini.com www.pl.capgemini.com Year started in Poland: 1996 Number of employees in Poland: 5500 Services offered: Finance & Accounting, Financial Services, Human Resources, IT Service Desk (IT SD) and Intelligent Service Centre (ISC), IT Infrastructure Support and Transformation Services Expansion plans in Poland: Our aim is further growth based upon quality and innovation. We will expand both business process outsourcing as well as infrastructure services. Our ambition is to address specific clients needs in the Finance & Accounting space, where we focus on cash collection and credit control in order-to-cash, period close and control in record-to-analyze and advanced service desk.

Management/Contact: Marek Grodziński (marek.grodzinski@capgemini.com) Daniel Habrat (daniel.habrat@capgemini.com) Marcin Nowak (marcin.a.nowak@capgemini.com) Carrywater Group SA Management/Contact: Paweł Biarda -President of the Board (tel.: 22 630 66 55; biuro@carrywater.com) CBRE Corporate Outsourcing 02‑672 Warsaw, Domaniewska 34a Tel.: 22 444 95 00 e-mail: cbressc@cbre.com www.cbre.pl Year started in Poland: 2008 Number of employees in Poland: 275 Services offered: Finance, Accounting, Data administration, Real estate Management/Contact: Barbara Huss-Kaniewska (tel.: 22 444 95 30; barbara.huss-kaniewska@cbre.com) Maciej Piwowarczyk (tel.: 22 417 82 04; maciej. piwowarczyk@cbre.com) Centrum Gospodarczego Doradztwa Strategicznego Sp. z o.o.

Citi Service Center Poland 00‑613 Warsaw, Chałubińskiego 8 Tel.: 22 690 44 00 e-mail: csc.poland@citi.com www.citibank.pl/csc_poland/ Year started in Poland: 2005 Number of employees in Poland: 2567 as at end of February Services offered: Anti Money Laundering, Investor Services and Custody Operations, Technology, Citi Private Bank, Other (Global ID Administration, Product Control, Finance, Loans, Credit Risk Management) Expansion plans in Poland: We expect headcount growth of around 750 in 2014.

Management/Contact: Terri Gerosa Citibank Europe PLC Poland Branch Year started in Poland: 2005 Number of employees in Poland: 240 Services offered: Banking operations, transaction processing, fund services Management/Contact: Beata Skawińska

2014

SSCs/BPOs in Poland

Corporate solutions for personal data processing Personal data protection generates a large number of difficulties in the day-to-day activity of service centres. This results from the complicated processes surrounding the processing of personal data in international corporations and the unique nature of the BPO/SSC industry, but also from the restrictive requirements of Polish law regarding personal data.

A common problem affecting large international service centres is the absence of regulation addressing the processing of personal data in their Polish subsidiaries. The lack of solutions and documents required under Polish regulations, particularly under the Personal Data Protection Act of 29 August 1997 (“PDPA”) and regulations issued pursuant to the Act’s provisions, present a particularly vexing problem.

It is often the case that Polish service centres apply international standards of personal data protection developed by the head office of their parent corporations, unaware that from the perspective of the relevant Polish authority – the Inspector General for Personal Data Protection (“IGPDP”) – these solutions are inadequate.

In spite of the existence and the use of restrictive procedures concerning personal data that are in place in a given corporation, situations can arise in which the requirements set forth under Polish law are not met, even if the corporate solutions are compliant with those effective in other EU Member States and EU law. When this is the case, it is recommended to introduce solutions foreseen under Polish regulations at the Polish centre in conjunction with solutions developed at the corporate level, particularly when the policies and documents in force at the central level ensure a higher level of protection than that provided for under Polish law.

Primary obligations of the personal data controller set forth in Polish regulations

Every such centre processes at a minimum the personal data of its own employees, and the majority process data associated with the centre’s activities (data of suppliers, clients, etc.). In its capacity as a personal data controller, a centre must adhere to the obligation to process personal data in compliance with the general regulations contained in Polish law (this includes the principles of legality, adequacy, substantive accuracy of data, limitation of time and transparency). A controller of personal data is also under a range of detailed obligations related to ensuring the safety of personal data and the obligation to register data filing systems.

2014

Registration of data filing systems Magdalena Walenczak, attorney-at-law

It should also be kept in mind that under Polish law entities comprising elements of a single capital group are treated as separate legal organizations, and thus as individual controllers of personal data. As a consequence, these entities are not permitted to freely transfer personal data within the corporation – there must be a clear legal basis for every such transfer, as established in PDPA. This also concerns the transfer of personal data between a Polish centre and the group’s head office.

Ensuring the security of data

In accordance with PDPA, a controller of personal data is obliged to implement technical and organizational measures ensuring the security of processed personal data adequate to threats and the category of data under protection, and in particular should protect data against being made available to unauthorized persons, against processing in violation of legal regulations, and against alteration, loss, damage or destruction.

The Personal Data Protection Act obliges controllers to maintain documentation describing the manner in which data is processed and measures taken to ensure the protection of data.

Under secondary legislation linked to PDPA, this documentation is composed of the following documents: a) a “security policy”, and b) “instructions for management of computer systems used in the processing of personal data”.

The content of the aforementioned documents is defined in secondary legislation under PDPA, but these provisions are imprecise and give rise to a range of doubts. Not only is the preparation of such documents a complicated procedure from the formal and legal perspective, but it also requires support from the IT department in order to capture the technical information required by the law.

Lastly, unless a given data filing systems is covered by a statutory exemption, a shared service centre as a controller of personal data should register its data filing systems of personal data with the IGPDP. This submission should be made in cases such as data filing systems containing the personal data of clients, or - in some cases - data gathered from CCTV. However, there is no obligation to register data filing systems which contain only personal data of a controller’s employees.

Adherence to obligations associated with the processing of personal data outlined in PDPA and related secondary legislation is monitored by IGPDP. If any violations are ascertained, IGPDP takes legally-defined measures pursuant to administrative procedures.

Serious violations of PDPA provisions may even result in criminal liability.

Having the foregoing in mind, it is worth ensuring that appropriate procedures are developed and implemented before inspectors from the Office of IGPDP come knocking at the door. n

Wiewiórski Law Firm specialises in providing comprehensive legal services to the BPO/SSC sector. Its Clients include the largest service centres operating in Poland. Wiewiórski provides legal advisory services in all areas relevant to the sector such as labour law, personal data protection, state aid, contracts (also those relating to office space) and corporate matters.

In any matters relating to legal advice for the service sector please contact Marek Maciej Wiewiórski – Managing Partner at office@wiewiorski.pl

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19 CEE Shared Services

Corporate solutions regarding personal data processing vs.

Polish law.

and Outsourcing Directory

Apart from developing these documents, a controller should also remember to prepare other documentation associated with processing personal data, such as a register of individuals authorized to participate in such processing and authorizations issued to those persons. It should be kept in mind that the group of individuals processing personal data may be quite large in some centres, making the management of documentation associated with authorizations for employees engaged in processing of personal data a difficult challenge.

SSCs/BPOs in Poland Bydgoszcz

Szczecin

and Outsourcing Directory

arvato Bertelsmann BL Stream Coloplast Shared Services Contact Center Gamelion GaveKal Genpact Metro Services PL Mobica Nordic Consulting & Development Company Object Connect Sonion Stream Global Services Tieto Poland TietoEnator Unicredit Business Partner Unizeto

CEE Shared Services

20

AGNAT Alcatel - Lucent Poland Asseco Poland Astaro Atos Origin IT Services Bank BPH- Centrum Korporacyjne Bank Pocztowy Bazy i Systemy Bankowe Bibby Financial Services Centrum Obsługi Biznesu Centrum Obsługi Klienta PZU CPD – COR Poczty Polskiej Centrum Wsparcia Biznesu Paweł Roman Contact Center CTDP Eniro Polska FPA Group

Poznań arvato services Poland (Bertelsmann) Bridgestone EBS European Business Services Business Consulting Center Carl Zeiss Carlsberg Accounting Service Center Ciber Connectis Contact Center Dalkia Services Deloitte BPO Detica BAE Systems DFDS Seaways Duni European Financial Centre EXIDE Technologies SSC External Services Franklin Templeton Investments Center

GlaxoSmithKline Global IT Centre Grace Grant Thornton Frąckowiak Grupa BCC External Services Hedge Pole Holicon Holiday Check IKEA Shared Services Itella Information itelligence Jeronimo Martins Polska Kennametal Center Service Kleffmann Lorenz Snack-World Services Magellan Software Poland MAN Accounting Center McKinsey&Company Support Services Center Mentor Graphics

Łódź ABB Accenture ACS Solutions Poland/Xerox AMG.lab Atos Origin Bank Pekao BNP Paribas Fujitsu Services Bosch&Siemens BSH BSS - Business Support Solution Cardif Services CERI International Citi Handlowy CitiFinancial Clariant Comarch Contact Center CWS-boco Polska Cybercom Poland

Gdynia

Allegro IT Center Cemtel Contact Center CTDP Cyfrowy Polsat Itella Information Manpower Polska Randstad Polska Telbridge Telmon

Genesys JP Morgan Poland Livingstone Int’l Makromedia Mobica Obsługa Klienta Biznesowego Paweł Cegielnik Orange / TP Postdata Sambora Aleksandra Kaźmierczak SDL Sunrise System TEL-DAT Telenova Polska Teleplan Poland Tm Service Roma Buko Zespół Obsługi Klienta, ZETO Bydgoszcz

A&A Biotechnology ADVA Optical Networking Asseco Poland BEST Det Norske Veritas Geoban Misys Nordea Bank Poland PPG Coating Poland

Lębork

Microsoft Open Text IT Competence Center Q-Partners Randstad Payroll Solutions Roche IT Service Centre Rule Financial Samsung Electronics R&D Center Savvis Sii IT outsourcing Starter Starter Truck Services Talex Telcordia Technologies (part of Ericsson) Unilever W.R.Grace Wikia ZETO

Luxoft McKinsey&Company Minetronics Mphasis Nokia Siemens Networks Opera Software PNC (PFPC) PPG QAD Qatar Airways Qiagen Randstad Payroll Solutions REC Global Redknee Remy International Research & Engineering Center Rinf Ruukki Santander Consumer Bank Siemens AG Sii SMT Techland Tequila Mobile Tieto Poland UPS Viessmann Volvo Wabco Whirlpool Wipro

Calling Poland Orange Sonion

Opole Call Center Inter Galactica Capgemini, Infrastructure Services Future Processing Opta data PZU S.A./PZU Życie R.N.G.

Tarnowskie Góry Sitel

Lębork

Flugger GateGourmet General Electric Geoban Goyello Gratka Technologie Hempel HK Finance&Accounting Humax IBM Implix Intel Technology Poland Jeppesen by Boeing Kainos Lufthansa Systems

Pruszcz Gdański Humax Tczew

Gdynia Sopot Gdańsk

Tczew

Contact Center Eaton Automotive Witax

Elbląg Pruszcz Gd. Olsztyn Mława Toruń

Bydgoszcz

Piła

Poznań Zielona Góra

Ciechanów

Konin

WARSAW Łódź

Grójec

Rawa Mazowiecka Radom Częstochowa Opole Tarnowskie ów Kielce orz Dąbrowa h BytGóry C om Górnicza Gliw ice Sosnowiec

Wrocław

Katowice Bytom Gliwice General Motors Goyello Ista Shared Services Pregis Tenneco

Ericsson GSDC Ernst&Young Eton Park Capital Management/Ruch Grant Thornton International Grupa Żywiec HireRight Poland ING Services Poland Ista Shared Services IT4Q Katowicki Holding Węglowy Kroll Ontrack Maksimum Mentor Graphics Neubloc Northgate Arinso Poland OEX/Archidoc

Kraków

Myślenice

Contact Center Liberty

Katowice 4EverNET Archidoc Arinso People Services Arteria/Gallup Asseco Poland Asseco Systems Barona Bombardier Capgemini, Infrastructure Services Centrum Likwidacji Szkód Masowych Generali Comarch Contact Center CYCLAD Deloitte BPO DisplayLink ENIRO Poland

Gdańsk Acxiom Arla Foods Arla Global Financial Service Centre.

Asseco Bank BPH/GE Capital Bayer w Polsce Service Center Gdańsk Call Center 24 Compuware Contact Center Dom Finansowy QS Energa Fineos First Data Global Services

Mierzyno

Szczecin

PTC Randstad Payroll Solutions Rule Financial SAP Sii SouthWestern BPS Poland T-Mobile Tate&Lyle Teleca TELMON TomTom TP Transition Technologies Unicredito Virtual Viewing Voice Warta Insurance Group

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Atena Blue Media Goyello

Mierzyno

Zielona Góra ABD

Dalkia Services DHL Express Dimar Ericpol Telecom Fujitsu Technology Solution GE Power Controls Hewlett-Packard Indesit Infosys BPO Poland INTERsoft LSI MacoLab Mbank&Mulitbank Mellon Mobica Nordea Nordea Operation Center Philips Polkomtel

Reuters Europe Sony Pictures Global Business Services Speednet Star Reefers Poland Stefanini Telemobile Electronics Thomson Reuters WNS Global Services

Sopot

TIM Outsourcing

Konin arvato services (branch of Bertelsmann Media) Piła Phillips

Wrocław ACN Atos Becton Dickinson BL Stream BNY Mellon Capgemini, Software Solutions Center Casus Finance Catlin Center of Excellence Credit Suisse Central Europe BPO Credit Safe Creditsafe Diehl Controls Dolby Enabledware Ernst&Young Espotel Fagor Mastercook Geoban getsix Global e-Business Operations (HP) Google Hicron IBM Global Services Delivery Centre Poland Impel Infusion Irevna JP Weber KPIT Cummins Kruk

Toruń

Bielsko-Biała

Bielsko-Biała

Oracle Avio Orange CF-K Grupy Żywiec Poczta Polska Cooper-Standard Automotive Polska Proximetry Poland EnerSys PwC SDC Rockwell Automation Fiat Services Polska Ruch Steria Tauron (Vattenfall) Tychy Tele-Fonika Kable Unilever Orange UPC Warta [Alarm Centre Warta] Webanywhere Sosnowiec Wipro Contact Center

Częstochowa TRW Automotive Dąbrowa Górnicza Alba ArcelorMittal Shared Service Center Europe DHL Logistic Wipro

2014

SSCs/BPOs in Poland

Sigarden SII Solwit Sony Pictures Global Business Services Stefanini Synopsys TIM Call Center Transcom UTC Fire& Security Willis Wipro BPO Young Digital Planet Zensar Technologies

Elbląg Alstom Best S. A. Contact Center Info Power Opegieka

Olsztyn Centrum Rozliczeniowe Banku CITI Handlowego Transcom Worldwide Poland France Telecomm

Kętrzyn Philips Mława LG Electronix

Ciechanów

Kętrzyn

Contact Center

Białystok

3MC Poland Warsaw 7N ABG ABN Amro Accenture Acxiom ADDICO J.Górska i E.Szumlak Adecco Poland ADP Poland Aegon Akademia Rozwoju Systemów Sieciowych Alcatel-Lucent Polska Antal International ARPI & Partners Arteria arvato services (branch of Bertelsmann Media) Asseco Business Solutions Asseco Poland Region Rzeszów AstraZeneca Pharma Poland Atemis Athenasoft ATT 2000 Autodesk Avon Axel Springer Baker Tilly Poland BanCom Batex Biuro Rachunkowe Betacom Billennium BLOOMING Technologies Bonair BOŚ Britenet BSH BST EURO-CENTRUM Business Consulting Solutions C-Land Capgemini Polska Carrywater Group Centrum Gospodarczego Doradztwa Strategicznego Citibank Europe PLC Poland Branch

City Group Commercial Union Call center Communication Service Comp Computer Associates Compuware Comtica Contact Center ContactPoint Contract Administration CTM Teleperformance dcs.pl Deloitte Deloitte Audyt DHL Express Diehl Controls Dimar Direct Communication Dynamic Generation Ericsson Esselte Euro-in i Partnerzy Euronet Worldwide Europejski Fundusz Przedsiębiorczości Eurotronic Ever Grupa Evercom Exact Software Poland Exorigo Extor Fingroup Polska First Data (PolCard) FK SERWIS FPA Group GBI Spółka GDF IT Consulting Gemius General Electric GlaxoSmithKline Goldman Sachs Grant Thornton FPA Outsourcing Groupe Laser Grupa Marketingowa TAI Grupa MGI Akcept Audyt Gtech (Lottomatica)

Randstad Payroll Solutions RBS Renault Roche Rodan Systems Roedl Outsourcing RR Donnelley Document Solutions S&T Services Poland Sage Sales Service Samsung Electronics Poland SAS Institute Schneider Electric Sellpoint SERCOM SOLUTIONS Signity Sii Simple Sitel Skyline Investment Softlab Trade Softomasz Softtutor Consulting SR Poland StatConsulting Supremis Sygnity Symantec Synergy Polska Tchibo Technicolor Teleperformance Polska Tieto Poland TIM Outsourcing Piotr Kałużny TMF Polska TNT Express Transcom Transition Technologies Update CRM Wapro Warsaw Software Group Webtel Wipro Poland Xerox Yellow Media Group

Centrum Informatyki “ZETO” INTRATEL Qburst Poland SICC Transition Technologies

Radom

Faurecia

Rawa Mazowiecka Contact Center

21

CPD Ministerstwa Finansów Energetyczne Centrum Europe Calling Idea Call Center Intermedia Consulting M.Gajewski. J.Borek Iron Mountain – CPD Multimedia Interactive SMG/KRC – Call Centre Telbridge Radom TELECENTRUM

Lublin

Lublin

Comarch CompuGroup Medical CRH Żagiel e-court eLeader

Asseco Business Solutions Britenet BZ WBK Centrum Obsługi Klienta Detalicznego PKO BP

Sandomierz Rzeszów Carlson Wagonlit Travel Centrum Usług Finansowych ACP Pharma Centrum Zastosowań Informatycznych Contact Center

Pilkington Automotive ContactPoint Cross Jeans Hamilton Sundstrand ICN Polfa Rzeszów K&K SELECT Orange Costumer Service

Emperia Info Genpact Infinite Kredyt Bank MikroBIT

Orange Costumer Service Orange Polska Accounting Operations Centre PCM PKO Faktoring

Proama Sollers Consulting Syntea Business Solutions Warta 24 Plus Zeto

Kielce

Sandomierz

Krosno

M2 Net Macrologic MAD System D.Dziewanowski, M.Grzybowski Mago Management Data Systems Matrix.pl MC Stone Consulting McKinsey & Company Poland MCX Systems Mellon MGG Microsoft MKJ Mobica NextiraOne Polska Océ Poland Octagonet Omnikom Opera Software Oracle Poland OSG Records Management Outsource Center Poland Outsourcing Experts P.B.A. Doradztwo Personalne Jarosz Bąkiewicz P4 PlayMobile Partner Holding Management PayrollCenter PBS Polska Pharmaceutical Research Associates PLL LOT Process Solutions Procter&Gamble Prodemio Regus Business Center Warszawa Progress Software Prokom Software PROTOSS Provident Poland PTC PTK Centertel / Orange PwC Polska PZU Centrum Operacji Qumak-Sekom R & S LIMIT

Białystok Grójec

Rzeszów

Guest-Tek Healthcare Consultants Poland Heuthes Hewitt Associates Hewlett-Packard Hogart Hudson Humax IBM IDS Scheer Polska IFS IMPAQ Independent Group Inforsys Innovatika Integral Technologies Intelace Research Marcin Mazurek intelligence Intentia Inter Partner Assistance InterGest Poland Intergraph Europe IQFM IT Business Centre IT Business Consulting Group IT Commerce IT ECS Itella Information IWNiSE Instytut Wdrożeń Norm i Standardów Europejskich Javart Jones Lang LaSalle Group Services Kancelaria Podatkowa Beata Kuszewska i Wspólnicy Kid Kloepfel Consulting Koncept 4U Konslanet Holding Korycka, Budziak & Audytorzy Krajowa Izba Gospodarcza Elektroniki i Telekomunikacji Lawson Software Liberty Mutual Linea Directa Communications Lionbridge Logitel

Pratt&Whitney Sanofi Aventis Soft System Systemy Informatyczne Set(h) ZETO-Rzeszów

Albit ALBIT Altar BC&O Polska Biomedic INFO Biurex Call Center Inter Galactica CenterIT CSK ZETO ComplexComputers

Contact Center F.U.H Older (call centre Play) Impel Business Solutions Infonetax Infover Kolporter Info Kophard Software MaN Complex Mansourcing

Medicover MJ Sysems Magdalena Michalska NOM (Niezależny Operator Międzystrefowy) Pctum PKB info Podatki i rachunkowość Rusek PI Prokomp

PT-I “Zubix” PT-I Sotronik PUI “Mario-Soft” Sanek Simple Outsourcing Smartway Telbridge Teledirect UCMS Group

Kraków

Krosno Contact Center

Myślenice Cooper-Standard

2014

7geo ABB CBR & CF Accounting Plaza Central Europe ACS Xerox Affiliated Computer Services of Poland AFS Airline Accounting Center (Lufthansa) Akamai Alexander Mann Solutions Amer Sports Amway European Business Centre Antenna Volantis Sytems Aon Hewitt Apriso AVEREAST GROUP AZSoft Bayer BNP Paribas Brown Brothers Harriman Capgemini, Business Process Outsourcing Capita Capnor Poland

CBB Call Center CCA - Contact Center AZSoft CGI Information Systems and Management Consultants CH2M HILL Chatham Financial CISCO Clifford Thames Comarch Communication Factory Contact Center Deloitte BPO Delphi Centrum Techniczne Delphi SSC Delta Vista Poland Digitland DreamLab Onet.pl Ecolab EDF Electrolux CK-F Element14 Elettric 80 EPAM Systems

Ericpol Telecom ESET Euroclear Euroscript Poland Exult Farnell Element 14 Flying Fish FMC Technologies Fortis Bank FQS Poland (Fujitsu) Genpact Google Operations Centre HCL Poland Heineken Herbalife Hewitt Associates Hitachi Data Systems HSBC Service Delivery (Polska) HTS-Comarch IBM BTO IBM Poland & IBM BTO Business Consulting Services IBM SWG Lab

IFS Iloop Mobile Intelenet European Services International Paper Poland Johnson & Johnson Kenexa Lastminute Lufthansa Airline Accounting Center Lumesse Lurgi Poland Luxoft Metrosoft Poland Modis Motorola GSC Nokia Simens Ocado Oracle Perkin Elmer Philip Morris Int’l Service Center Europe Pliva Cracow PNO Consultants PwC

Quorum International Rolls Royce Marine RR Donnelley Europe RWE Sabre Holdings ECO Sabre SSC Selvita Serco Shell Shared Service Centre Poland Sii Software Mind State Street Services TechTeam Global Teleinvention Tesco Poland UBS Poland Service Centre UPM Kymmene Vesuvius (Cookson) Wyse Technology

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CEE Shared Services

Marine Technology Centre Co. Masterlease (Futura Leasing, Prime Car Management) Meritum Bank Metsa Group Nation-E Ncomputing Nearshoring Solutions Nordea Bank Poland Nordic Services OIE Support OKE Poland PBP ENAMOR Playsoft PZU

and Outsourcing Directory

Warsaw

SSCs/BPOs in Poland Colgate Palmolive Services Commercial Union Call Center Number of employees in Poland: 200 Services offered: CC, telemarketing Communication Service Sp. z o.o.

Tel.: 22 526 60 00 e-mail: info@communication.com.pl Comp SA Tel.: 22 570 38 00 e-mail: info@comp.com.pl

and Outsourcing Directory

Computer Associates Sp. z o.o.

Services offered: IT

CEE Shared Services

22

Compuware Number of employees in Poland: 160 Services offered: Business support, BI Comtica Sp. z o.o.

Services offered: IT Connectis Sp. z o.o.

00‑807 Warsaw, Al. Jerozolimskie 96 Tel.: 510 162 144 e-mail: paulina.ostrowska@connectis.pl www.connectis.pl Year started in Poland: 1996 Number of employees in Poland: 200 Services offered: IT, Outsourcing Management/Contact: Michał Gierczak

Direct Communication Sp. z o.o.

Services offered: IT

Enigma SOI Sp. z o.o.

Services offered: HR, accounting, tax advisory, consulting Management/Contact: Katarzyna Banach – Vice President of the Management Board (tel.: 605 688 968; katarzyna.banach@pl.gt.com) Monika Smulewicz (tel.: 603 446 692; monika. smulewicz@pl.gt.com)

Euronet Worldwide Number of employees in Poland: 120 Services offered: ATM service

Groupe Laser Number of employees in Poland: 50 Services offered: Contact Centre

Eurotronic Sp. z o.o.

Tel.: 22 666 10 82 e-mail: sales@eurotronic.net.pl

Grupa Marketingowa TAI Sp. z o.o. e-mail: kontakt@tai.com.pl

Dynamic Generation

Ever Grupa Sp. z o.o.

Tel.: 22 864 06 74 e-mail: recepcja@grupaever.com.pl Evercom Tel.: 22 678 01 12 e-mail: evercom@evercom.pl

Guest-Tek Number of employees in Poland: 60 Services offered: ICT management

Exorigo Sp. z o.o.

Tel.: 22 551 45 82 e-mail: sekretariat@exorigo.pl

Healthcare Consultants Poland Sp. z o.o.

Tel.: 22 499 50 50 e-mail: info@healthcare.pl

Extor Sp. z o.o.

Tel.: 22 586 11 86 e-mail: info@extor.pl

Heuthes Sp. z o.o.

Services offered: IT

Fingroup Polska Sp. z.o.o Tel.: 22 895 19 95 e-mail: kontakt@fingroup.com.pl

Covance

FPA Group

CTM Teleperformance Danone IT Competency Center EMEA

GBI Spółka Sp. z o.o.

Tel.: 22 458 66 10 e-mail: info@gbip.com.pl

dcs.pl Sp. z o.o.

Tel.: 22 548 60 00 e-mail: sales@dcs.pl

GDF IT Consulting Sp. z o.o.

Tel.: 22 847 00 91 e-mail: info@gdfit.pl

Deloitte Tel.: 22 511 08 11 e-mail: dpoland@deloitteCE.com

Gemius Number of employees in Poland: 35 Services offered: Insurance software development

Deutsche Services Polska

General Electric Number of employees in Poland: 300 Services offered: R&D, design

Diehl Controls Services offered: F&A

Gtech (Lottomatica) Number of employees in Poland: 94 Services offered: ICT software development

Exact Software Poland Sp. z o.o.

Services offered: IT

Contact Center Sp. z o.o.

Year started in Poland: 1999 Number of employees in Poland: In Poland: 5915 Services offered: Telesales, sales support, databases, call centre, debt recovery, marketing research, office services, voice recordings, business consultancy, handling overflow traffic, contact centre virtualisation Management/Contact: Jakub Kłoczewiak – President of the Management Board

DHL Express Number of employees in Poland: 300 Services offered: CC

Grupa MGI Akcept Audyt Sp. z o.o.

Tel.: 22 654 91 05 e-mail: mgiakcept@mgiakcept.pl

First Data (PolCard) Number of employees in Poland: 180 Services offered: Card transactions FK SERWIS Sp. z o.o. e-mail: i.blachut@fkserwis.pl

GlaxoSmithKline Tel.: 22 576 90 00 Year started in Poland: 2005 Number of employees in Poland: 18 Services offered: IT, CRM systems

Dimar Number of employees in Poland: 60 Services offered: CC, telemarketing, operations

GM

Dimension Data (NextiraOne)

Grant Thornton FPA Outsourcing Sp. z o.o.

Year started in Poland: 2001 Number of employees in Poland: 70

www.ceeOutsourcingAwards.com

Hewitt Associates Sp. z o.o.

Tel.: 22 696 52 20 e-mail: warsaw.crc@hewitt.com Hewlett-Packard Sp. z o.o.

Services offered: IT Hogart Sp. z o.o.

Services offered: IT Hudson Sp. z o.o.

Tel.: 56 621 01 10 e-mail: torun.sekretariat@hudson.com Humax IBM Number of employees in Poland: 340 Services offered: Complex services for business clients Management/Contact: Jolanta Jaworska Idea Call Center Sp. z o.o.

02‑952 Warsaw, Wiertnicza 89 Tel.: 22 292 70 00 e-mail: info@ideacc.pl www.ideacc.pl Year started in Poland: 2012 Number of employees in Poland: 100 Services offered: Contact center Management/Contact: Iwona Bogdanov (tel.: 501 086 348; iwona@ideacc.pl) IDS Scheer Polska Sp. z o.o. e-mail: office@ids-scheer.pl Services offered: 22 318 19 01 IFS Number of employees in Poland: 93 Services offered: IT support, software development

2014

SSCs/BPOs in Poland KONSALNET HOLDING SA Tel.: 22 560 50 00 e-mail: centrala@konsalnet.com.pl

IT ECS Sp. z o.o.

Tel.: 22 652 22 42 e-mail: biuro@itecs.pl

Lawson Software Services offered: IT

Infowide Matrix Innovatika Sp. z o.o. e-mail: info@innovatika.com Integral Technologies Sp. z o.o.

Tel.: 22 583 92 48 e-mail: kontakt@integral-tech.pl Intelace Research Marcin Mazurek Tel.: 22 408 66 20 e-mail: info@intelace.com Intelligence Sp. z o.o.

Tel.: 22 543 19 00 e-mail: itelligence@itelligence.pl Intentia Services offered: IT Inter Partner Assistance Number of employees in Poland: 30 Services offered: CC, telemarketing InterGest Poland Sp. z o.o.

Tel.: 22 653 36 44 e-mail: info@intergest.pl

Itella Information Sp. z o.o.

Year started in Poland: 1997 Number of employees in Poland: 230 Services offered: Finance Management/Contact: Miikka Savolainen – Managing Director (tel.: 512 363 137; miikka.savolainen@itella. com) IWNiSE Sp. z o.o. Instytut Wdrożeń Norm i Standardów Europejskich Tel.: 22 620 30 81 e-mail: iso@iwnise.pl

Liberty Mutual Number of employees in Poland: 70 Services offered: CC, telemarketing Linea Directa Communications Linklaters Lionbridge Number of employees in Poland: 200 Services offered: Testing, location, software development Logitel sp. z o.o.

Tel.: 22 339 38 80 e-mail: logitel@logitelpolska.pl

Javart Sp. z o.o.

Tel.: 22 696 87 00 e-mail: javart@javart.com.pl Jones Lang LaSalle Group Services Sp. z o.o.

Year started in Poland: 2007 Number of employees in Poland: 87 Services offered: Finance Management/Contact: Marta Rejman (tel.: 22 318 00 40; marta.rejman@eu.jll.com) Kloepfel Consulting Sp. z o.o.

Tel.: 22 405 25 10 e-mail: j.markiewicz@kloepfel-consulting.com

Intergraph Europe Services offered: IT

M2 Net SA Services offered: IT Macrologic SA Services offered: IT MAD System Sp.j. D.Dziewanowski, M.Grzybowski Tel.: 22 696 44 77 e-mail: office@madsystem.com.pl Mago Sp. z o.o.

Tel.: 22 654 81 31

Green office complexes Business Garden is an innovative concept of green office complexes located in Warsaw, Poznań and Wrocław in key points of the cities.

In each case these investments offer great flexbility in space adaptation and access to various amenities within the complex.

Leasing:

+48 22 370 14 44 or visit: ww.businessgarden.pl

Business Garden Warszawa

Investor / Developer: SwedeCenter Sp. z o.o., www.swedecenter.pl

- 7 office buildings, 90 000 m2 - First phase completed

2014

www.ceeOutsourcingAwards.com

and Outsourcing Directory

Independent Group Tel.: 22 622 67 09 e-mail: box@independentgroup.pl

IQFM Sp. z o.o.

Tel.: 22 895 26 10 e-mail: iqfm@iqfm.pl

23 CEE Shared Services

IMPAQ Sp. z o.o.

Services offered: IT

SSCs/BPOs in Poland e-mail: mago@biuropl.pl

Orange Customer Services

Management Data Systems Sp. z o.o.

Tel.: 22 571 24 50 e-mail: kontakt@mds.com.pl

Oriflame

Matrix.pl SA Services offered: IT

Outbox

OSG Records Management

Outsource Center Poland McKinsey & Company Poland Sp. z o.o.

Tel.: 22 820 57 00 MCX Systems Sp. z o.o.

Services offered: IT

P.B.A. Doradztwo Personalne Sp.j. Jarosz Bąkiewicz Tel.: 22 869 97 00 e-mail: warszawa@pba.com.pl

PTC Number of employees in Poland: 1650 Services offered: CC PTK Centertel / Orange Number of employees in Poland: 1750 Services offered: CC PwC Polska Sp. z o.o.

Management/Contact: Olga Grygier-Siddons – President of the PwC Poland PZU Centrum Operacji

and Outsourcing Directory

Qumak SA

CEE Shared Services

24

Mellon Year started in Poland: 2006 Number of employees in Poland: 834 Services offered: IT, Call center, Outsourcing Management/Contact: Gregorios Kotoulas (tel.: 22 572 53 00; g.kotoulas@mellon.com.pl)

P4 PlayMobile Number of employees in Poland: 54 Services offered: CC, telemarketing Pandora SSC

PBS Polska Sp. z o.o. e-mail: info@pbspolska.com.pl

Randstad Payroll Solutions Sp. z o.o.

Year started in Poland: 1998 Number of employees in Poland: 100 Services offered: Payroll, HR Management/Contact: Katarzyna Plucińska (tel.: 22 462 25 56; katarzyna.plucinska@pl.randstad.com)

Pharmaceutical Research Associates Number of employees in Poland: 22 Services offered: Clinical research

RBS Number of employees in Poland: 620 Services offered: SSC: F&A+IT

PLL LOT Number of employees in Poland: 60 Services offered: CC

Renault Year started in Poland: 1996 Number of employees in Poland: 28 Services offered: Training, consulting

PayrollCenter Microsoft Sp. z o.o.

Services offered: IT MKJ Sp. z o.o.

Services offered: IT MKS Sp. z o.o.

Services offered: IT Mobica Number of employees in Poland: 70 Services offered: IT Octagonet SA Tel.: 22 330 98 30 e-mail: info@octagonet.com OEX 02‑235 Warsaw, Równoległa 4a Tel.: 22 377 10 00 e-mail: kontakt@oex.pl www.oex.pl Year started in Poland: 2011 Number of employees in Poland: 10000 Services offered: Sales support, Back office & document management, E-business, Call & contact center, Non-core logistics Expansion plans in Poland: Grupa OEX systematycznie rozwija ofertę usług biznesowych, także przez akwizycje. Jednocześnie spółka stale optymalizuje posiadane zaplecze operacyjne.

Management/Contact: Konrad Rochalski Artur Wojtaszek Tomasz Słowiński

Qumak-Sekom SA Services offered: IT

Process Solutions Sp. z o.o.

00‑675 Warsaw, Koszykowa 54 Tel.: 22 630 86 00 e-mail: info-pl@ps-bpo.com www.ps-bpo.com Year started in Poland: 2007 Number of employees in Poland: 22 Services offered: Bookkeeping and Tax Compliance, Statutory and International Reporting, Payroll, Shared service centre support, Interim CFO, Chief Accountant and Loan Staff Expansion plans in Poland: We aim to be the most recognised regional accounting service provider to multi-national companies on Central Europe’s business process outsourcing market, delivering services to our clients through a unified network, building trusted business partnership for the long-term.

Management/Contact: Steven Foster (steven.foster@ ps-bpo.com) Iwona Giza (iwona.giza@ps-bpo.com) Tomasz Tąkiel (tomasz.takiel@ps-bpo.com)

Roche Number of employees in Poland: 220 Services offered: Software development Rodan Systems SA Services offered: IT Roedl Outsourcing RR Donnelley Document Solutions Sp. z o.o.

S&T Services Poland Sp. z o.o.

Services offered: IT Sage Sp. z o.o.

Services offered: IT Sales Service Sp z. o. o.

Tel.: 22 612 30 01 e-mail: biuro@salesservice.pl

OpusCapita (Itella)

Procter&Gamble Number of employees in Poland: 200 Services offered: IT Management/Contact: Piotr Biniewicz

Samsung Electronics Poland Number of employees in Poland: 200 Services offered: Software development for ICT& TV SAT

Oracle Poland Sp.z o.o.

Services offered: IT

Progress Software Sp. z o.o.

Services offered: IT

SAS Institute Number of employees in Poland: 30 Services offered: BI

Opera Software

Prokom Software SA Services offered: IT PROTOSS Sp. z o.o.

Tel.: 22 830 72 40

Sellpoint Sp. z o.o.

Tel.: 22 482 02 86 e-mail: piotr.wojtowski@sellpoint.pl Siemens

Provident Poland Number of employees in Poland: 420 Services offered: CC, telemarketing

www.ceeOutsourcingAwards.com

Signity SA Services offered: IT

2014

SSCs/BPOs in Poland Sii 02‑626 Warsaw, al. Niepodległości 69 Tel.: 22 486 37 37 e-mail: informacja@pl.sii.eu www.pl.sii.eu Year started in Poland: 2006 Number of employees in Poland: 420 Services offered: IT Management/Contact: Krzysztof Krężel (tel.: 22 486 37 37; informacja@pl.sii.eu) Simple SA Services offered: IT

and Outsourcing Directory

Sitel Number of employees in Poland: 450 Services offered: CC, telemarketing

CEE Shared Services

26

Softlab Trade Sp. z o.o.

Services offered: IT Softomasz S.c.

Tel.: 22 576 82 00 e-mail: biuro@softomasz.pl Softtutor Consulting Sp z o.o.

Tel.: 22 643 89 69 e-mail: biuro@softtutor.com.pl Stanley Black & Decker StatConsulting Sp. z o.o.

Tel.: 22 499 45 31 e-mail: info@statconsulting.com.pl Sygnity Number of employees in Poland: 40 Services offered: Management process support Symantec Number of employees in Poland: 13 Services offered: IT tech support Synergy Polska Sp. z o.o.

Tel.: 22 742 12 12 e-mail: office@synergy.pl Tchibo Technicolor Tel.: 22 321 43 43 Management/Contact: Teleperformance Polska 02‑672 Warsaw, Domaniewska 50 Tel.: 22 519 77 00 e-mail: teleperformance@teleperformance.pl www.teleperformancepolska.pl Year started in Poland: 1997 Number of employees in Poland: 350 Services offered: Contact Center, Call Center, BPO Expansion plans in Poland: Development of the multilingual projects for the inbound services.

Development of all communication channels in the customer experience process including social media. Opening of the new sites in Poland for the nearshore function.

Management/Contact: Mariusz Odkała (tel.: 22 519 77 00; m.odkala@teleperformance.pl)

e-mail: info@timoutsourcing.com

Latchorzew

TMF Polska Sp. z o.o.

Tel.: 22 456 45 00 e-mail: poland@tmf-group.com

BLOOMING Technologies Sp. z o.o.

Management/Contact: Jacek Sikora – President of the Board (tel.: 22 571 08 12; jacek.sikora@blooming.pl)

TNT Express

Łomianki

Transcom

Koncept 4U Sp. z o.o.

Tel.: 22 751 84 00 e-mail: biuro@koncept4u.pl

UCMS Group Poland 02‑486 Warsaw, Jerozolimskie Av. 178 Tel.: 22 329 27 00 e-mail: info.pl@ucmsgroup.com www.ucmsgroup.pl Year started in Poland: 2004 Number of employees in Poland: 65 Services offered: Payroll, HR, Accounting, Finance & accounting shared services Management/Contact: Anna Kaczmarska Ludmiła Kobylińska Update CRM Sp. z o.o.

Services offered: IT Wapro Sp. z o.o.

Services offered: IT Warsaw software Group Sp. z o.o.

Services offered: IT Webtel Sp. z o.o.

Services offered: IT

Milanówek Omnikom Sp. z o.o.

Tel.: 22 545 03 70 e-mail: biuro@omnikom.pl Piaseczno Asseco Business Solutions SA Management/Contact: Wojciech Barczentewicz – President of the Board Piotr Masłowski – Vice President of the Board R & S LIMIT Sp. z o.o.

Tel.: 22 737 14 70 e-mail: info@rslimit.pl Supremis Sp. z o.o.

Tel.: 22 292 75 00 e-mail: info@supremis.pl Radzymin

Wipro IT Services Poland Sp. z o. o.

02‑017 Warsaw, Al. Jerozolimskie 123 A Tel.: 22 211 06 16 www.wipro.com Year started in Poland: 2012 Number of employees in Poland: 100 Services offered: Finance, Accounting, IT Services Expansion plans in Poland: Operations Center in Gdańsk – plans of hiring another 100 employees to the end of 2014.

Management/Contact: Ramesh Appadurai Phillips (tel.: 44 207 432 8555; ramesh.phillips@wipro.com) Robert Góra (tel.: 22 211 06 18; robert.gora@wipro. com) Xerox Sp. z o.o.

Year started in Poland: 2003 Number of employees in Poland: 225 Services offered: IT, Managed Print Services Management/Contact: Kinga Piecuch – President of the Board Xplus

Inforsys SA Tel.: 22 545 31 00 e-mail: biuro@inforsys.pl Warsaw Tieto Poland Sp.z o. o.

Year started in Poland: 2006 Number of employees in Poland: about 1100 employees Services offered: IT services, R&D services, Industry specific Management/Contact: Ireneusz Miski – President of the Board,Country Manager Poland Białystok Centrum Informatyki “ZETO” S.A. Number of employees in Poland: 200 Services offered: IT Management/Contact: Ryszard Łuszczewski – President of the Board August Kottowicz – Vice President of the Board (tel.: 85 748 32 00)

Błonie arvato services (branch of Bertelsmann Media Sp. z o.o.)

Year started in Poland: 2005 Services offered: BPO – logistics, back office Sercom Solutions Limited Sp. z o.o. Oddział w Polsce Tel.: 42 203 45 00 e-mail: piotr.ortyl@sercomsolutions.ie

INTRATEL sp. z o.o.

Year started in Poland: 1997 Number of employees in Poland: about 30 Management/Contact: Marcin Klimowicz (tel.: 601 889 900; m.klimowicz@intratel.pl) Qburst Poland Sp. z o.o.

Year started in Poland: 2011 Number of employees in Poland: 26 Services offered: IT Management/Contact: Karol Przybyszewski

Thomson Reuters (Markets) Europe S.A. TIM Outsourcing Piotr Kałużny Sp.k.

Tel.: 22 203 30 00

www.ceeOutsourcingAwards.com

SICC s.c. Marcin Zajkowski, Paweł Breś Year started in Poland: 2013

2014

SSCs/BPOs in Poland Management/Contact: Marcin Zajkowski, Paweł Breś (wspólnicy) Transition Technologies S.A., PSC Validation Center of Excellence Year started in Poland: 2008 Number of employees in Poland: 96 Management/Contact: Świrski Konrad – President of the Board

Asseco Poland S.A. 85‑133 Bydgoszcz, Lenartowicza 33/35 Tel.: 0048 52 327 48 00 Year started in Poland: 2012 Number of employees in Poland: 330 Services offered: IT Management/Contact: Adam Góral – President of the Board Przemysław Borzestowski – Vice President of the Board

Bielsko-Biała Astaro 4CALL.PL Sp. z o.o. – Grupa DataContact 43‑300 Bielsko-Biała, ul. Cieszyńska 365

and Outsourcing Directory

Avio 43‑300 Bielsko-Biała, ul. Grażyńskiego 141 Tel.: 33 813 40 12 Services offered: SSC

CEE Shared Services

28

Centrum Finansowo – Księgowe Grupy Żywiec S.A. 43‑300 Bielsko-Biała, ul. Sukiennicza 8 Tel.: 33 826 20 00 Number of employees in Poland: 154 Services offered: SSC Cooper-Standard Automotive Polska Sp. z o.o.

43‑300 Bielsko-Biała, ul. Piekarska 77 Number of employees in Poland: 60 Services offered: SSC Management/Contact: Wojciech Pandel (tel.: 33 828 91 01) Crystall Call Sp. Z o.o. – Grupa Crystal Call a.s.

(Słowacja) 43‑300 Bielsko-Biała, ul. Cieszyńska 365 EnerSys Sp. z o.o.

43‑301 Bielsko-Biała, ul. Leszczyńska 73 Number of employees in Poland: 100 Services offered: SSC – usługi księgowe i obsługa klienta EnerSys Management/Contact: tel.: 33 822 53 81 Fiat Services Polska Sp. z o.o.

43‑346 Bielsko-Biała, ul. Węglowa 72 Tel.: 33 813 21 00 Services offered: SSC Netia S.A. – Centrum Obsługi Technicznej Grupy Netia 43‑300 Bielsko-Biała, ul. Gałczyńskiego 25 Simio Polska Sp. z o.o. – SIMIO a.s. (Czechy) 43‑300 Bielsko-Biała, ul. Stojałowskiego Universal Agent S.A. – Grupa DataContact 43‑300 Bielsko-Biała, ul. Cieszyńska 365 Bydgoszcz AGNAT Sp. z o.o.

Services offered: Call Center Management/Contact: Szczepan Gostomczyk – President of the Board Alcatel – Lucent Polska Sp. z o.o.

85‑776 Bydgoszcz, Pilicka 6 Tel.: 52 349 10 00 Year started in Poland: 2006 Number of employees in Poland: 539 Services offered: IT Management/Contact: Andrzej Dulka – President

Atos IT Services Sp. z o.o.

85‑240 Bydgoszcz, Kraszewskiego 1 Tel.: 52 589 20 00 Year started in Poland: 2008 Number of employees in Poland: 200 Services offered: IT Management/Contact: Dariusz Baran – Country Manager Bank BPH S.A. Centrum Korporacyjne 85‑746 Bydgoszcz, Towarowa 36 Tel.: 80 127 42 74 Services offered: Finance Bank Pocztowy S.A. – Centrum Operacyjne Sp. z o.o.

Year started in Poland: 2010 Number of employees in Poland: 250 Services offered: F&A Management/Contact: Robert Ratajczak Bazy i Systemy Bankowe S.A. 85‑321 Bydgoszcz, Kasprzaka 3 Tel.: 52 325 13 00 Year started in Poland: 1994 Number of employees in Poland: 60 Services offered: IT Management/Contact: Mariusz Tokarski – President of the Board Wiesław Łącki – Vice President of the Board Bibby Financial Services Tel.: 52 582 22 23 Year started in Poland: 2012 Number of employees in Poland: 10 Services offered: F&A Centralny Ośrodek Rozliczeniowy Poczty Polskiej 85‑940 Bydgoszcz, Bernardyńska 15 Tel.: 52 325 53 24 Year started in Poland: 1991 Number of employees in Poland: 160 Services offered: Finance Centrum Klienta Grupy PZU S.A. 85‑810 Bydgoszcz, Wojska Polskiego 20 C Tel.: 22 582 20 00 Year started in Poland: 2013 Number of employees in Poland: 200 Services offered: Finance Centrum Obsługi Biznesu 85‑109 Bydgoszcz, Grodzka 19 Tel.: 51 919 79 90 Number of employees in Poland: 100 Services offered: Call centre Management/Contact: Daniel Kubiak Robert Mirek Centrum Operacyjne Sp. z o.o.

85‑959 Bydgoszcz, Jagiellońska 17

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Tel.: 52 349 94 32 Services offered: Finance Management/Contact: Krzysztof Ratajczak – President of the Board Centrum Wsparcia Biznesu Paweł Roman Services offered: Call Center Management/Contact: Paweł Roman Contact Center Sp. z o.o.

85‑240 Bydgoszcz, Kraszewskiego 1 Tel.: 52 599 12 50 Year started in Poland: 1999 Number of employees in Poland: in Poland: 5915 Services offered: Call center CTDP Centrum Telemarketingu Dystrybucja Polska Services offered: Call center Eniro Polska Sp. z o.o.

85‑059 Bydgoszcz, Towarowa 36 Tel.: 52 510 54 00 Number of employees in Poland: 80 Services offered: IT Management/Contact: Bożena Chmielarczyk – CEO (tel.: 22 289 20 00) Genesys Telecommunications Laboratories Sp. z o.o.

85‑746 Bydgoszcz, Towarowa 36 Tel.: 51 911 61 60 Year started in Poland: 2012 Number of employees in Poland: 30 Services offered: IT Management/Contact: Stanton Roger – President of the Board Grant Thorton FPA Outsourcing Sp. z o.o.

85‑022 Bydgoszcz, Gdańska 123 Tel.: 69 199 87 02 Services offered: Finance Management/Contact: Tomasz Wróblewski – President of the Board (tomasz.wroblewski@pl.gt.com) Jabil Global Services Poland Sp. z o.o.

85‑766 Bydgoszcz, Fordońska 248 Tel.: 52 525 90 00 Services offered: IT Management/Contact: Bogusław Kardas – President of the Board Kujawsko – Pomorskie Regionalne Centrum Korporacyjne PEKAO S.A. 85‑097 Bydgoszcz, Jagiellońska 34 Tel.: 52 325 42 22 Services offered: Finance Livingston Poland Sp. z o.o.

85‑240 Bydgoszcz, Kraszewskiego 1 Tel.: 52 583 14 04 Year started in Poland: 2008 Number of employees in Poland: 30 Services offered: Finance Management/Contact: Luit Peter – Member of the Board Logon S.A. 85‑098 Bydgoszcz, Piotrowskiego 7 Tel.: 52 326 00 00 Services offered: IT Makromedia Sp. z o.o.

Number of employees in Poland: 12 Services offered: Call Center

2014

SSCs/BPOs in Poland

Mobica Limited Sp. z o.o.

85‑766 Bydgoszcz, Fordońska 353 Tel.: 52 522 57 01 Year started in Poland: 2011 Number of employees in Poland: 60 Services offered: IT Management/Contact: Stammers Nicholas Leet – President of the Board Obsługa Klienta Biznesowego Paweł Cegielnik Services offered: Call Center Management/Contact: Paweł Cegielnik

Przedsiębiorstwo Informatyki ZETO Bydgoszcz S.A. 85‑950 Bydgoszcz, Kurpińskiego 9 Tel.: 52 323 23 00 Services offered: IT Management/Contact: Stanisław Jentczak – President of the Board Lech Szczuka – Vice President of the Board SDL Poland Sp. z o.o.

85‑766 Bydgoszcz, Fordońska 246 Tel.: 52 582 44 00 Year started in Poland: 2012 Number of employees in Poland: 190 Services offered: IT Management/Contact: Haeussler Albi Thomas – President of the Board Soft Blue Number of employees in Poland: 10 Services offered: IT Sunrise System Sp. z o.o.

85‑105 Bydgoszcz, Stary Rynek 20 Tel.: 52 525 25 25 Year started in Poland: 2011 Number of employees in Poland: About 150 Services offered: IT, Call centre Management/Contact: Paweł Rybak – President of the Board T Komp Number of employees in Poland: 30 Services offered: IT TEL-DAT Bydgoszcz, ul. Cicha 19-27

Teleplan Polska Sp. z o.o.

85‑758 Bydgoszcz, Przemysłowa 8 Tel.: 52 364 62 00 Year started in Poland: 2010 Number of employees in Poland: 300 Services offered: IT Management/Contact: Andrzej Klesyk – President PZU Tm Service Roma Buko Services offered: Call Center

7geo Services offered: BPO ABB Centrum Badawczo-Rozwojowe i Centrum Faktury Services offered: BPO, R&D Accounting Plaza Central Europe Services offered: BPO, F&A ACS Xerox Services offered: BPO Affiliated Computer Services of Poland Services offered: BPO, IT, F&A, Contact Centre

29 CEE Shared Services

Postdata S.A. 85‑741 Bydgoszcz, Fabryczna 3 Tel.: 52 370 57 57 Year started in Poland: 1995 Number of employees in Poland: 30 Services offered: IT Management/Contact: Paweł Dewiszek – President of the Board (tel.: 52 370 57 57) Piotr Zawicki – Vice President of the Board

Telenova Polska Services offered: Call Center

Cracow

Opus Capita (Itella) Orange Number of employees in Poland: 100 Services offered: Call Center

Tel.: 52 341 97 00 e-mail: sekretariat@teldat.com.pl Year started in Poland: 1996 Services offered: IT

and Outsourcing Directory

Mediasystem Sp. z o.o.

85‑009 Bydgoszcz, Dworcowa 81B Tel.: 22 462 66 01 Services offered: Call centre Management/Contact: Rafał Rasmus – President of the Board (tel.: 22 462 66 01) Paulina Kaja – Member of the Board

2014

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and Outsourcing Directory

SSCs/BPOs in Poland

CEE Shared Services

30

AFS Services offered: Shared Service Center

CBB Call Center Services offered: BPO, Contact Centre

Elettric 80 Services offered: BPO, R&D

Airline Accounting Center (Lufthansa) Services offered: SSC

CCA – Contact Center AZSoft Services offered: BPO

EPAM Systems Services offered: BPO Management/Contact: Dawid Ostręga

Akamai Services offered: IT

CGI Information Systems and Management Consultants Services offered: BPO, IT

Alexander Mann Solutions Poland Sp. z.o.o.

30‑644 Cracow, Puszkarska 7f Tel.: 12 290 78 00 e-mail: office.krakow@alexmann.com www.alexandermannsolutions.com Year started in Poland: 2004 Number of employees in Poland: 635 Services offered: Integrated Recruitment Process Outsourcing, Permanent and Non-Permanent Hiring, Total Talent Management, Recruitment Administration Expansion plans in Poland: Our business in EMEA contributes over 81% of our global net fee income.

EMEA is a core area of focus for AMS, meaning we are ensuring we have the right resources in place to support significant growth in the region.

Management/Contact: Jolanta Gantkowska (tel.: 512 477 724; jolanta.gantkowska@alexmann.com) Katarzyna Jankowiak (tel.: 785 057 017; katarzyna. jankowiak@alexmann.com) Beata Kruczek (tel.: 512 057 616; beata.kruczek@ alexmann.com) Amer Sports Antenna Volantis Sytems Services offered: IT Aon Hewitt Services offered: BPO Apriso Services offered: BPO, IT AVEREAST GROUP Services offered: IT AZSoft S.A, Contact Center Services offered: BPO, Contact Centre Bayer Number of employees in Poland: 15 Services offered: R&D BNP Paribas Brown Brothers Harriman Services offered: SSC Management/Contact: Michael McDonald Capgemini, Business Process Outsourcing Year started in Poland: 2003 Number of employees in Poland: 2800 Services offered: Finanse, księgowość i usługi dla sektora finansowego, Obsługa klienta i marketing, Zarządzanie dostawami, Zarządzanie zasobami ludzkimi, Usługi prawne Management/Contact: Marek Grodziński (tel.: 12 634 79 73; marek.grodzinski@capgemini.com) Capita Services offered: Pension Fund Acounting

CH2M HILL Services offered: BPO, R&D Chatham Financial Services offered: BPO, Business Analytics CISCO Services offered: IT Clifford Thames Number of employees in Poland: 500 Services offered: BPO, Business Analytics Comarch Number of employees in Poland: 1000 Services offered: IT Communication Factory Number of employees in Poland: 100 Services offered: Call Center Contact Center sp. z o.o.

Year started in Poland: 1999 Number of employees in Poland: In Poland: 5915 Services offered: Telesales, sales support, databases, call centre, debt recovery, marketing research, office services, voice recordings, business consultancy, handling overflow traffic, contact centre virtualisation Management/Contact: Jakub Kłoczewiak – President of the Management Board

Ericpol Telecom Services offered: BPO, IT Management/Contact: Paweł Szczerkowski ESET Services offered: BPO, R&D Euroclear Services offered: SSC Management/Contact: Frederic Dirickx Euroscript Poland Services offered: BPO Exult Services offered: IT, F&A Farnell Element 14 Services offered: SSC Flying Fish Services offered: BPO, IT FMC Technologies Number of employees in Poland: 150 Services offered: R&D engineering Fortis Bank Number of employees in Poland: 50 Services offered: Clearing Center FQS Poland (Fujitsu) Services offered: BPO, R&D

Delphi Centrum Techniczne (TCK) Services offered: BPO, R&D

Genpact PL Sp. z o.o.

30‑134 Cracow, Kołowa 8 Tel.: 12 443 60 00 Year started in Poland: 2005 Acquired 2012 Number of employees in Poland: 370 + Services offered: F&A, OTC, STP, EAS Management/Contact: Calin Avram (tel.: +407 263 455 26; calin.avram@genpact.com) Pascal Henssen (tel.: 44 777 083 2648; pascal.henssen@genpact.com)

Delphi SSC Services offered: SSC

Google Operations Centre Services offered: SSC, R&D

DeltaVista Poland Services offered: SSC, R&D

Hays International Resourcing Centre 31‑503 Cracow, Lubicz 23a Tel.: 12 290 44 60 e-mail: cracow@hays.pl www.hays.pl Year started in Poland: 2011 Number of employees in Poland: 50 Services offered: Recruitment Management/Contact: Michał Młynarczyk (tel.: 22 584 56 50; mlynarczyk@hays.pl) Michał Sokołowski (tel.: 12 290 44 60; sokolowski@ hays.pl)

Deloitte BPO Year started in Poland: 2008 Number of employees in Poland: 13 Services offered: Bookkeeping, accounting, payroll and HR administration Management/Contact: Piotr Żarski – Partner

Digitland Services offered: BPO, IT DreamLab Onet.pl Services offered: SSC, R&D Ecolab Services offered: SSC EDF Services offered: F&A, HRO, CP, ITO, Engineerig Electrolux Centrum Księgowo-Finansowe Services offered: BPO, F&A

Capnor Poland Services offered: BPO, Engineering Services

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HCL Poland Services offered: BPO, IT, F&A Heineken Global Shared Services Services offered: F&A, HR, ITO

2014

and Outsourcing Directory

SSCs/BPOs in Poland

CEE Shared Services

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Herbalife Services offered: SSC

Modis Services offered: BPO

Software Mind Services offered: BPO, IT

Hewitt Associates Services offered: BPO, HR

Motorola GSC Services offered: SSC, R&D, F&A Management/Contact: Andreas Cioska

State Street Bank GmbH Sp. z o.o., Poland Branch 31‑536 Cracow, Podgórska 36 Tel.: 12 399 10 00 www.statestreet.com Year started in Poland: Nov 2007 Number of employees in Poland: Over 1800 Services offered: Fund Accounting, Hedge Funds, Securities Pricing, Derivatives, Financial Reporting Management/Contact: Scott Newman (tel.: 12 399 10 05; snewman@statesteet.com) Simon Baylis (tel.: 12 399 10 15; sbaylis@statestreet. com) Renata Szostak (tel.: 12 399 10 70; rszostak@ statestreet.com)

Hitachi Data Systems 30‑150 Cracow, Armii Krajowej 16 Tel.: 12 383 16 23 Year started in Poland: 2007 Number of employees in Poland: 240 Services offered: Finance, IT, HR, Clients Services, BI Expansion plans in Poland: Continous growth of ca 20-30 heads per year via: – moving other functions (non finance) – moving along the value chain (finance) – expansion of geographical coverage (finance and non-finance) Management/Contact: Tomasz Brzostowski SSC Director (center head) Pawel Sulinski CI & Business Development Director HTS-Comarch Services offered: BPO, IT IBM BTO Services offered: BPO IBM Poland Laboratorium Oprogramowania IBM & IBM BTO Business Consulting Services Year started in Poland: 1996 Services offered: Finance & Accounting Services Management/Contact: Marcin Orłowicz (tel.: 661 304 951; marcin.orlowicz@pl.ibm.com)

(Nokia) Simens Services offered: Hardware and Software Development Ocado Services offered: ITO Management/Contact: Anne Marie Neatham Oracle Services offered: ITO Perkin Elmer Services offered: SSC Philip Morris International Service Center Europe Services offered: BPO, F&A Pliva Cracow Number of employees in Poland: 100 Services offered: R&D PNO Consultants Services offered: BPO, Business Analytics PwC Services offered: SSC

IBM SWG Lab Services offered: ITO

Quorum International Services offered: SSC/R&D

IFS Number of employees in Poland: 50 Services offered: ERP, IT

Rolls Royce Marine Services offered: SSC, R&D

Iloop Mobile Services offered: BPO, call center

RR Donnelley Europe Services offered: SSC, F&A RWE

Intelenet European Services Services offered: BPO, Business Analytics International Paper Poland Services offered: SSC, F&A, IT, Contact Centre Johnson & Johnson Services offered: SSC Kenexa Services offered: BPO Lastminute Services offered: BPO Lufthansa Airline Accounting Center Services offered: BPO, F&A

Stefanini 31‑864 Cracow, Copernicus Building Aleja Jana Pawła II 41C Tel.: 32 2 620 20 20 e-mail: emea@stefanini.com www.stefanini.com Year started in Poland: 2010 Number of employees in Poland: 150 Services offered: ITO Service desk, Life Science Services desk, BPO Services desk Management/Contact: Manuel Frade (tel.: 32 2 620 20 20; emea@stefanini.com) Andreea-Dana Stanescu (tel.: 40 751 18 85 25; Andreea-Dana.Stanescu@stefanini.com) Tania Herrezeel (tel.: 32 2 620 20 20; Tania.

Herrezeel@stefanini.com) TechTeam Global Services offered: BPO Teleinvention Services offered: BPO Tesco Poland Services offered: SSC, F&A

Sabre SSC Services offered: SSC

UBS Poland Service Centre Year started in Poland: 2008 Number of employees in Poland: 300 Services offered: Finance, Legal, Compliance, Risk, IT Development and Corporate Shared Services Management/Contact: Monika Gawinecka

Selvita Services offered: BPO, R&D

UPM Kymmene Services offered: SSC, IT

Serco Services offered: BPO

Vesuvius (Cookson) Services offered: SSC

Shell Shared Service Centre Poland Services offered: SSC, F&A, Contact Centre Management/Contact: Piotr Dziwok

Wyse Technology Services offered: R&D

Sabre Holdings Europejskie Centrum Oprogramowania Services offered: BPO, R&D

Xerox Services Lumesse Services offered: ITO Lundbeck Number of employees in Poland: About 130 Services offered: HR, IT Lurgi Poland Services offered: Engineering Services Metrosoft Poland Services offered: BPO, IT

Sii 31‑123 Cracow, Krupnicza 16 Tel.: 12 390 61 70 e-mail: informacja-krakow@pl.sii.eu www.pl.sii.eu Year started in Poland: 2011 Number of employees in Poland: 120 Services offered: IT, Automatyka Management/Contact: Gregoire Nitot (tel.: 22 486 37 37; informacja@pl.sii.eu) Ryszard Pytko (tel.: 12 390 61 70; informacja-krakow@pl.sii.eu)

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Zabierzów Amway European Business Centre Number of employees in Poland: 200 Services offered: SSC Management/Contact: Przemysław Siuda HSBC Service Delivery (Polska) Sp. z o.o.

Year started in Poland: 2010 Number of employees in Poland: 1000 FTE+/-

2014

SSCs/BPOs in Poland Services offered: Banking (Payments, Global Banking and Markets, Credit Services, Trade Services), IT, Finance, HR Management/Contact: Kevin Kent (tel.: 12 399 30 30; kevin.d.kent@hsbc.com) Magdalena Konopek (tel.: 12 399 37 60; magdalena. konopek@hsbc.com)

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Luxoft Poland 32‑080 Zabierzów, Krakowska 280 Tel.: 22 445 88 00 e-mail: apolak@luxoft.com www.luxoft.com Year started in Poland: 2010 Number of employees in Poland: 400 Services offered: Software Development, Quality assurance, IT Support, Business Analysis, Project Management Management/Contact: Wojciech Mach (tel.: 12 445 88 00)

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Dąbrowa Górnicza Alba Polska Sp. z o.o Number of employees in Poland: 50 Services offered: Finance, Accounting SSC ArcelorMittal Shared Service Center Europe Year started in Poland: 2008 Number of employees in Poland: 300 Services offered: Finance, Payroll, Tax Management/Contact: Edwin Bennaars (tel.: 668 662 129; Edwin.Bennaars@arcelormittal.com) DHL Logistic Number of employees in Poland: More than 200 Services offered: Logistic Outsourcing Wipro Number of employees in Poland: 140 Services offered: Finance, Accounting Outsourcing Management/Contact: T K Kurien – CEO & Member of the Board, Wipro Ltd. Gdańsk Acxiom Year started in Poland: 2007 Number of employees in Poland: 120 Services offered: IT Arla Foods Year started in Poland: 2008 Number of employees in Poland: 120 Services offered: Finance and accounting Arla Global Financial Service Centre Sp. z.o.o.

Year started in Poland: 2008 Number of employees in Poland: 125 Services offered: Finance, corporate shared services Asseco Number of employees in Poland: 1000 Services offered: IT Bank BPH/GE Capital Year started in Poland: 1997 Number of employees in Poland: 2900 Services offered: Finance Barona Year started in Poland: 2014 Management/Contact: Ilkka-Cristian Niemi – Business Development Manager

Bayer Service Center Gdańsk 80‑309 Gdańsk, Al. Grunwaldzka 472 Tel.: 58 772 90 00 www.bayer.com.pl Year started in Poland: 2012 Number of employees in Poland: 200 Services offered: Finance&Accounting Expansion plans in Poland: Target size: ca. 250 jobs.

Geographical scope: central and eastern Europe (from Germany to Russia/Kazakhstan) Management/Contact: Remigiusz, Wojciechowski (tel.: 58 772 90 01; remigiusz.wojciechowski@bayer.com) Call Center 24 Year started in Poland: 2012 Number of employees in Poland: 20 Services offered: CC CCC Year started in Poland: 2014 Number of employees in Poland: 200 Services offered: CC Centrum Obsługi Biznesu Year started in Poland: 2014 Number of employees in Poland: 60 Services offered: CC Competence Call Centerhas Year started in Poland: 2014 Number of employees in Poland: Plenned 400 Management/Contact: Christian Legat CEO Compuware Year started in Poland: 1998 Number of employees in Poland: 180 Services offered: IT Contact Center Sp. z o.o.

Year started in Poland: 1999 Number of employees in Poland: 5915 Services offered: Telesales, sales support, databases, call centre, debt recovery, marketing research, office services, voice recordings, business consultancy, handling overflow traffic, contact centre virtualisation Management/Contact: Jakub Kłoczewiak – President of the Management Board Dom Finansowy QS Year started in Poland: 2012 Number of employees in Poland: 30 Services offered: CC Energa Year started in Poland: 2011 Number of employees in Poland: 330 Services offered: F&A, HR, Procurement Fineos Year started in Poland: 2009 Number of employees in Poland: 30 Services offered: IT First Data Global Services Ltd Year started in Poland: 2007 Number of employees in Poland: 130 Services offered: Finance, SCM, IT, PM, HR Management/Contact: Janusz Diemko – President of the Board Flugger Year started in Poland: 2012 Number of employees in Poland: 20 (100)

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Services offered: F&A, IT, HR, Procurement General Electric Year started in Poland: 1992 Number of employees in Poland: 40 Services offered: R&D Geoban Year started in Poland: 2007 Number of employees in Poland: 500 Services offered: BPO, F&A Goyello Year started in Poland: 2006 Number of employees in Poland: 60 Services offered: IT Gratka Technologie Year started in Poland: 2009 Number of employees in Poland: 200 Services offered: IT Hempel Year started in Poland: 2010 Number of employees in Poland: 50 Services offered: F&A, IT HK Finance&Accounting Year started in Poland: 2005 Number of employees in Poland: 50 Services offered: Finance and accounting Humax Year started in Poland: 2005 Number of employees in Poland: 10 Services offered: R&D IBM Year started in Poland: 2009 Number of employees in Poland: 100 Services offered: Consulting, application services, IT Implix Year started in Poland: 2007 Number of employees in Poland: 180 Services offered: IT Intel Technology Poland Year started in Poland: 1998 Number of employees in Poland: 1000 Services offered: IT Jeppesen by Boeing Year started in Poland: 1998 Number of employees in Poland: 200 Services offered: IT Kainos Year started in Poland: 2008 Number of employees in Poland: 90 Services offered: IT Kemira Year started in Poland: 2013 Number of employees in Poland: 110 Services offered: F&A, IT, Customer Service Lufthansa Systems Year started in Poland: 1998 Number of employees in Poland: 350 Services offered: IT Marine Technology Centre Co. Year started in Poland: 1971

2014

Masterlease (Futura Leasing, Prime Car Management) Year started in Poland: 2006 Number of employees in Poland: 180 Services offered: Finance Meritum Bank Year started in Poland: 2008 Number of employees in Poland: 760 Services offered: Finance Metsa Group Year started in Poland: 2012 Number of employees in Poland: 115 Services offered: F&A Nation-E Year started in Poland: 2012 Number of employees in Poland: 15 Services offered: R&D

Services offered: F&A, IT

Services offered: CC

Nordic Services Year started in Poland: 2012 Number of employees in Poland: 30 Services offered: F&A, IT

Sigarden Year started in Poland: 2008 Number of employees in Poland: 20 Services offered: R&D

OIE Support Year started in Poland: 2012 Number of employees in Poland: 130 Services offered: CC

Sii 80‑309 Gdańsk, al. Grunwaldzka 472 Tel.: 58 32 17 800 e-mail: informacja-gdansk@pl.sii.eu www.pl.sii.eu Year started in Poland: 2008 Number of employees in Poland: 450 Services offered: IT, inżynieria przemysłowa Management/Contact: Gregoire Nitot (tel.: 22 486 37 37; informacja@pl.sii.eu) Michael Desmurs (tel.: 58 32 17 800; informacja-gdansk@pl.sii.eu)

OKE Poland Year started in Poland: 1996 Number of employees in Poland: 70 Services offered: IT PBP ENAMOR Year started in Poland: 1989 Number of employees in Poland: 20 Services offered: R&D

Ncomputing Year started in Poland: 2009 Number of employees in Poland: 50 Services offered: IT

Playsoft Year started in Poland: 2006 Number of employees in Poland: 78 Services offered: Mobile games, mobile applications Management/Contact: Pierre Olivier Monteil (tel.: 519 300 462; pierreolivier.monteil@playsoft.fr)

Nearshoring Solutions Year started in Poland: 2012 Number of employees in Poland: 60 Services offered: IT

PZU Year started in Poland: 2010 Number of employees in Poland: 70 Services offered: F&A

Nordea Bank Poland Year started in Poland: 1991 Number of employees in Poland: 570

Qtravel Year started in Poland: 2013 Number of employees in Poland: 60

Solwit Year started in Poland: 2012 Number of employees in Poland: 30 Services offered: IT Sony Pictures Global Business Services sp. z o. o.

Year started in Poland: 2009 Number of employees in Poland: Over 100 Services offered: SSC – Finance Management/Contact: Michal Gryglewski – Managing Director (michal_gryglewski@spe.sony.com) Stefanini Year started in Poland: 2012 Number of employees in Poland: 30 Services offered: IT

CEE Shared Services and Outsourcing Awards Gala

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www.CEEOutsourcingAwards.com 2014

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35 CEE Shared Services

Number of employees in Poland: 100 Services offered: R&D

and Outsourcing Directory

SSCs/BPOs in Poland

SSCs/BPOs in Poland Synopsys Year started in Poland: 2001 Number of employees in Poland: 100 Services offered: IT TIM Call Center Year started in Poland: 2012 Number of employees in Poland: 100 Services offered: CC Transcom Year started in Poland: 2007 Number of employees in Poland: 800 Services offered: Contact center

and Outsourcing Directory

UTC Fire& Security Year started in Poland: 2002 Number of employees in Poland: 77 Services offered: R&D

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Willis Year started in Poland: 2010 Number of employees in Poland: App. 10 currently Services offered: F&A Wipro BPO Year started in Poland: 2012 Number of employees in Poland: 30 Services offered: IT Young Digital Planet Year started in Poland: 1990 Number of employees in Poland: 500 Services offered: IT, R&D Zensar Technologies Year started in Poland: 2007 Number of employees in Poland: 40 Services offered: IT

Number of employees in Poland: 650 Services offered: Banking operations management Management/Contact: Radosław Krasowski Misys Year started in Poland: 2012 Number of employees in Poland: 120 Services offered: ICT Nordea Bank Poland Year started in Poland: 1991 Number of employees in Poland: 570 Services offered: Operation Centre PPG Coating Poland LTD Year started in Poland: 2012 Number of employees in Poland: 40 Services offered: CC Reuters Europe SA Year started in Poland: 2011 Number of employees in Poland: 40 Services offered: Customer Service Sony Pictures Global Business Services Sp. z o.o.

Year started in Poland: 2009 Number of employees in Poland: 166 Services offered: Finance, SAP support, Payroll Management/Contact: Michal Gryglewski (tel.: 608 457 600; michal_gryglewski@spe.sony.com) Speednet Year started in Poland: 2000 Number of employees in Poland: 100 Services offered: IT

Gdynia

Star Reefers Poland LTD Year started in Poland: 2011 Number of employees in Poland: 30 Services offered: Logistics

A&A Biotechnology Year started in Poland: 1993 Number of employees in Poland: 6 Services offered: R&D

Stefanini Year started in Poland: 2012 Number of employees in Poland: 30 Services offered: ICT

ADVA Optical Networking Year started in Poland: 2003 Number of employees in Poland: 200 Services offered: R&D

Telemobile Electronics Year started in Poland: 2006 Number of employees in Poland: 14 Services offered: IT

Asseco Poland SA Year started in Poland: 1991 Services offered: ICT

Thomson Reuters Year started in Poland: 2005 Number of employees in Poland: 1000 Services offered: Centre of Exellence

BEST Year started in Poland: 1994 Number of employees in Poland: App. 450 (in Gdynia and Elbląg) Services offered: Outsourcing of dept collection

Thomson Reuters Year started in Poland: 2005 Number of employees in Poland: 1000 Services offered: CoE

Det Norske Veritas Year started in Poland: 2010 Number of employees in Poland: 100 Services offered: R&D

WNS Global Services Year started in Poland: 2012 Number of employees in Poland: 54 Services offered: F&A

General Electric Year started in Poland: 1992 Number of employees in Poland: 40 Services offered: R&D

Gliwice

Year started in Poland: 2000 Number of employees in Poland: 550 Services offered: Software Development, Mobile Applications, Web Applications, Desktop Applications, Agile IT Outsourcing Expansion plans in Poland: We plan to continuously expand our development centre in Gliwice. We\’re currently finishing our third office building, and we have started construction of the fourth one. Once completed our technology park will accommodate around 800 people altogether. We\’re constantly building up our clients\’ base by actively seeking new partners interested in developing software using agile methodologies.

Management/Contact: Jarosław Czaja (tel.: 32 461 23 00; jczaja@future-processing.com) General Motors Number of employees in Poland: About 100 Services offered: SSC Goyello Number of employees in Poland: 100 Services offered: BPO, ITO Ista Shared Services 44‑100 Gliwice, ul. Bohaterów Getta Warszawskiego 9 – Gliwice Year started in Poland: 2006 Number of employees in Poland: 500-1000 Services offered: CS, F&A Management/Contact: Tomasz Bazga – President of the Board (tel.: 502 491 700; tomasz.bazga@ista.pl) Ista Shared Services Year started in Poland: 2006 Number of employees in Poland: 620 Services offered: SSC Junisoftex Sp. z o. o.

Pregis Year started in Poland: 2008 Number of employees in Poland: More than 100 Services offered: Finance, Accounting SSC Tauron Year started in Poland: 2008 Number of employees in Poland: 250-500 Services offered: F&A, CS, HR, IT Management/Contact: Dariusz Lubera, President of the Board, TAURON Polska Energia S.A Tenneco Number of employees in Poland: 100 Services offered: R&D TRW Automotive Management/Contact: John C. Plant, President and Chief Executive Officer TRW Automotive Wasko Management/Contact: Wojciech Wajda – President of the Board Paweł Kuch – Vice President of the Board X – solve

Geoban S.A. Spółka Akcyjna Oddział w Polsce Year started in Poland: 2008

Katowice Future Processing 44‑100 Gliwice, Bojkowska 37a Tel.: 32 461 23 00 e-mail: sales@future-processing.com www.future-processing.com

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4EverNET Sp. z o.o.

Year started in Poland: 2002 Number of employees in Poland: <100 Services offered: CS

2014

SSCs/BPOs in Poland Manager’s Profile

Explain why your company set up operations in CEE. The impact on the decision to establish our center in the CEE region had several factors. Firstly, it is a stable region, where the legal and economic risk is limited. Another determining factor was the availability of skilled professionals in the labor market, especially in IT and Economics faculty. Availability of IT infrastructure was the next factor which Citi noted when creating the CSC in Poland.

Citi has its presence in Poland since 1991 and our main franchise in EMEA region is Citi Handlowy. Proven expertise, experienced management and scale of operations provided already out of Poland were also factors taken into consideration. Membership in European Union and NATO are additional benefits. In our case subsidies weren’t determinant of our strategy.

How has your business changed in CEE over the last 2-3 years? And what do you foresee ?

Since 2010 we over doubled our capacity. Building one of the three Global Anti Money Laundering Hubs in Poland was a proof of trust from our mother company. It is one of the largest and fastest growing department in the Citi Service Center Poland. AML in Citi Service Center Poland provide service to over 50

2014

countries. From 90 employees we grew to over 500 covering not only pure operations but also Project Management or PhDs team responsible for building statistical models.

Another big area is Investor Services.

This is a global unit that is responsible for all securities account services and fund accounting related functions. Its goal is to ensure all transactions on a fund are accurate and all fund prices are delivered to our clients in a timely fashion. Since 2003 Citi Transaction Services have engaged in several outsourcing initiatives with Asset Managers and the area is continuing to grow and expand significantly. In example, our Middle Office works closely with the global Asset managers, Brokers, Custodians and Fund Accountants to support the confirmation and settlement of capital/money market transactions of asset managers & ensures that these enter appropriately into fund valuation.

From the other angle we are also supporting Citigroup through our IT services. Citi Technology provides end to end solutions in specialized financial domains. In Poland over 400 technology professionals provide critical technology infrastructure support, development and deployment of strategic software applications to Citi entities across the world.

Our main technology services are: Technology Infrastructure – we are globally operating/managing over 7,000 servers and nearly 9,000 databases on different continents; maintenance of platforms: Unix, Wintel, Linux, VMWare, Oracle, MS SQL; Application Development and Support and among others Technology Control, Information Security, Testing and Parameterization of Systems.

Advice to other firms considering setting up SSC operations in CEE: - Look at the possibilities of setting up your center not only in 7 biggest cities but also in other academic centers.

- Engage employees from the beginning in building your strategy and immersing them in your company culture.

- Work closely with local authorities, regulators and the local Foreign Investment Agency.

Employee Issues.

Citi Service Center have been certified “Top Employers Poland 2014”, and for the fourth time are in the prestigious group of the top employers in Poland.

This is a very important distinction for us, because it confirms our strong market position in regard to human resources management, talent development, and the opportunities offered to our employees. Our employees are our most important asset. It is very young and dynamic population, in average under 30 years of age. Employees in Poland are very ambitious, well-educated and hard working. Close cultural proximity to Western countries helps us to be more involved in interactions with our colleagues from abroad. Our company language is English.

We would like to see more university cooperation with the business and based on our experience changed their curriculums. More business cases and basis project management, and team working skills is something that all companies from business services sector would like to support.

Appointed to role of Citi Service Center Poland Head in 2013. Terri originally joined Citi in 1998 in the Citi Private Bank in Switzerland. She was previously the EMEA Head of CPB operations and the Global Head of Client Reporting for the Private Bank. Prior to joining Citi, she has more than 10 years in general management with Federated Department Stores.

She holds a BA in English Literature from Harvard University and an MBA from Georgetown University.

Terri lives in Warsaw with her husband and four children.

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37 CEE Shared Services

Some background on what Citi Service Center is doing in Poland ?

Citi Service Center Poland was established in 2005. Under Citi Service Center in Poland are two entities: Citibank International Plc and Citibank Europe Plc. Citi Service Center is an initiative to establish a network of service centers providing services to other entities operating within Citi around the world. Citi Service Center Poland employs over 2600 highly qualified staff in three locations: Warsaw, Olsztyn and Lodz. Currently we provide services to over 60 countries in Europe, Asia, Africa, both Americas and Australia. Our employees use over 24 languages every day. Working in our organization involves working on international projects, in dynamic environment.

and Outsourcing Directory

What we can observe is the growing responsibility and importance of our center. Our pipeline for next two years includes over 1000 new positions. We continue to provide more advanced services but we are really becoming an enabler for Citi business.

Terri Gerosa Citi Service Center Poland Head Parent Company: Citigroup

SSCs/BPOs in Poland Manager’s Profile

and Outsourcing Directory

Wojciech Popławski Director | Operations Delivery | Poland Accenture Parent Company: ACCENTURE PLC IRELAND

Explain Accenture’s approach in the region Accenture Operations Delivery Centers in CE create a unique regional network that operates as one regional virtual center and the front office for our global Clients. Cultural proximity to the western countries, diversity of talents and minds, passion to our Clients and ability to challenge the “status quo” made our region the important component of our Global Delivery Model.

How has your business changed in CEE over the last 2-3 years and what do you expect?

Over the last 3 years our Accenture Operations business moved to the next generation BPO. Starting with the lean six sigma discipline, we proved our Clients that we have built the capabilities to find the tangible value in the end to end processes regardless of how many process steps we control on a daily basis. Operational insights and the business analytics shifted the focus to the business outcomes that C-suite executives expect from the High Performance BPO. The next years will run

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What is Accenture doing in CEE? Accenture is one of the world’s leading organizations providing management consulting, technology and outsourcing services, with approximately 289,000 employees; offices and operations in more than 200 cities in 56 countries; and net revenues of $28.6 billion for fiscal 2013.

Our four growth platforms—Accenture Strategy, Accenture Digital, Accenture Technology, Accenture Operations—are the innovation engines through which we build world-class skills and capabilities; develop knowledge capital; and create, acquire and manage key assets central to the development of integrated services and solutions for our clients. Accenture Operations Delivery Centers in Central Europe are located in Prague, Bratislava, Bucharest, Timisoara, Warsaw and Krakow. We deliver full range of services in the region like F&A,

HR, Sourcing, Procurement, Marketing, Insurance, Utilities.

under the headline of automation and robotics that will bring a lot of interesting dynamics into the BPO / SSC industry what will eliminate the most of the low complexity transactional work and shift the focus to the complex processes - excellent opportunity for CE talent pool that will see more opportunities to progress the careers with the increased demand for the functional expertise and high tech literacy in the world driven by mobility, automation powered by the big data.

Specific advice to other firms considering setting up BPO/SSC operations in CEE: CE offers the access to the large talent pool of the multilingual business services professionals who have been developing their professional expertise over the last 10 years. b) There are a lot of Tier 2 cities in the region (especially in Poland) that create very unique environment to support the new investments in the business services sector.

Employee Issues.

Our growth in the region is not about the scale but more about our ability to attract the complex work from our Clients what makes our company much more attractive for the employees and offers multiple career progression opportunities.

Biggest surprises in CEE: Positives: a) Availability and diversity of multilingual talent b) Quality and cultural proximity to the Western Europe brings benefits beyond the labor arbitrage discussion c) Stability of the local economies and the currency systems.

Improvements needed: a) More visibility around what the particular City / Country can offer for the investor that take into account the specific business case and its requirement, b) Labor law amendments enabling criminal and credit checks what will help bringing more investments to the region (especially Poland).

Wojciech Poplawski leads Accenture Operations Delivery Organization in Poland and has been involved in the Business Services sector since 2003.

Wojciech has a significant track record managing Global Business Process Services programs for the leading international corporations. He has gained a lot of experience managing the multicultural teams in India, China and Poland.

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2014

SSCs/BPOs in Poland

Alba Polska Management/Contact: Krzysztof Gruszczyński – President of the Board, Country Manager Robert Pielka – Member of the Board

Contact Center Year started in Poland: 1999 Number of employees in Poland: 500-1000 Services offered: CS Management/Contact: Jakub Kłoczewiak – President of the Management Board

Aldec ADT

Cooper Standard Automotive Polska

Arinso People Services Sp. z o.o.

Year started in Poland: 2006 Number of employees in Poland: 86 Services offered: HR, SSC Management/Contact: Andrzej Gadaj

CYCLAD Polska Sp. z o.o.

Year started in Poland: 2008 Number of employees in Poland: <100 Services offered: IT

Asseco Poland S.A. Year started in Poland: 2007 Number of employees in Poland: 350 Services offered: IT Services Management/Contact: Adam Góral – President of the Board (tel.: 22 574 86 00) Przemysław Borzestowski – Vice President of the Board Asseco Systems Year started in Poland: 1994 Number of employees in Poland: About 44 Services offered: R&D

Delloitte BPO Year started in Poland: 2008 Number of employees in Poland: <100 Services offered: F&A, HR Management/Contact: Maria Rzepnikowska – Chairman Marek Metrycki – Partner Zarządzający DisplayLink Year started in Poland: 2008 Number of employees in Poland: <100 Services offered: R&D Management/Contact: Mariusz Tomaka – President of the Board (tel.: 32 721 84 00; mariusz.tomaka@ displaylink.com)

Barona Katowice, ul. Opolska 22 Year started in Poland: 2012 Number of employees in Poland: <100 Services offered: IT Management/Contact: Ilkka-Cristian Niemi – Business Development Manager (tel.: 502 292 118; ilkka-cristian.niemi@barona.pl)

Enersys

Bombardier Transportation Year started in Poland: 2001 Number of employees in Poland: 100-250 Services offered: R&D Management/Contact: Janusz Kućmin – Chief Country Representative (tel.: 22 596 51 20)

Ericsson GSDC Year started in Poland: 2009 Number of employees in Poland: 100-250 Services offered: IT

Calling Polska Capgemini Year started in Poland: 2006 Number of employees in Poland: >1000 Services offered: IT, F&A, CS, FS Management/Contact: Dariusz Mazurek – CEO Application Services Country Manager (tel.: 32 769 30 00) Marek Grodziński – Vice President Dyrektor Centrum BPO Daniel Habrat – Vice President COIG S.A 40‑065 Katowice, ul. Mikołowska 100 Management/Contact: Paweł Kuch – President of the Board (tel.: 32 757 33 50) Comarch Year started in Poland: 2007 Number of employees in Poland: 170 Services offered: BPO, ITO, Outsourcing IT services, Software & hardware support

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Eniro Polska Year started in Poland: 2001 Number of employees in Poland: <100 Services offered: CS Management/Contact: Bożena Chmielarczyk – CEO (tel.: 22 289 20 00)

Ernst&Young Year started in Poland: 1992 Number of employees in Poland: <100 Services offered: BPO, F&A, HR Management/Contact: Jacek Kędzior – Managing partner of the EY (tel.: 22 557 70 00) Eton Park Capital Management/Ruch Number of employees in Poland: 200-300 Services offered: SSC Management/Contact: Igor Chalupec

Grupa Żywiec Year started in Poland: 2011 Number of employees in Poland: 250-500 Services offered: CS Management/Contact: tel.: 22 537 60 00 HireRight Poland HireRight Poland Sp. z o.o.

Year started in Poland: 2004 Number of employees in Poland: 250-500 Services offered: CS, HR, Other IBM Year started in Poland: 2013 Number of employees in Poland: 250-500 Services offered: IT, HR, CS Management/Contact: Ales Bartunek – General Director for Poland and Baltic States (tel.: 22 366 35 69, 32 357 63 12; bartunek@pl.ibm.com) ING Services Poland 40‑780 Katowice, ul. Owsiana 66 Year started in Poland: 2003 Number of employees in Poland: 500-1000 Services offered: IT, CS, R&D Management/Contact: isp@ingservicespolska.pl IT4Q Year started in Poland: 2008 Number of employees in Poland: 15 Services offered: BPO, ITO Management/Contact: Wojciech Marciniak – Member of the Board (tel.: 32 700 78 00 ) Jcommerce 40‑600 Katowice, ul. Tadeusza Kościuszki 227 Management/Contact: Piotr Zyguła – President of the Board (tel.: 32 201 15 32 ) Kamsoft Management/Contact: Zygmunt Kamiński – President of the Board (tel.: 32 209 07 05) Katowicki Holding Węglowy Year started in Poland: 2012 Number of employees in Poland: 250-500 Services offered: F&A, HR, IT, CS Management/Contact: Roman Łój – President of the Board (tel.: 32 757 30 69; poczta@khw.pl) Kroll Ontrack 40‑082 Katowice, ul. Jana III Sobieskiego 11 Year started in Poland: 2004 Number of employees in Poland: <100 Services offered: IT, R&D LGBS Link4 Call Center

FIAT Services Polska Maksimum Year started in Poland: 2008 Number of employees in Poland: 100-250 Services offered: CS

Generali Year started in Poland: 2011 Number of employees in Poland: <100 Services offered: CS Grant Thornton Year started in Poland: 2007 Number of employees in Poland: <100 Services offered: F&A Management/Contact: Tomasz Wróblewski – President of the Board (tel.: 32 721 37 00 )

Mentor Graphics Year started in Poland: 2005 Number of employees in Poland: 250-500 Services offered: R&D, F&A Neubloc Tel.: 32 201 04 74 e-mail: info@neubloc.pl

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Alan Systems 40‑026 Katowice, ul. Podgórna 1/9

Management/Contact: Janusz Filipiak – President of the Board (tel.: 42 288 30 00 ) Piotr Piątosa – Vice President of the Board Paweł Prokop – Vice President of the Board

39 CEE Shared Services

Management/Contact: Marta Kozakowska-Kędzierska – Managing Director (wspolpraca@4en.com.pl) Sebastian Matysiak – Director of Operations

SSCs/BPOs in Poland Year started in Poland: 2009 Number of employees in Poland: <100 Services offered: IT, R&D

Services offered: CS, DM Management/Contact: Jerzy Jóźkowiak – President of the Management Board

Northgate Arinso Year started in Poland: 2003 Number of employees in Poland: <100 Services offered: HR (payroll process outsourcing)

Possible Polska

Orange Year started in Poland: 2004 Number of employees in Poland: 500-1000 Services offered: CS

PricewaterhouseCoopers Service Delivery Center Poland Sp. z o.o.

40‑001 Katowice, ul. Piotra Ściegiennego 3 Tel.: 32 602 74 00 Year started in Poland: 2009 Number of employees in Poland: 550 Services offered: Finance – other Expansion plans in Poland: Expected growth both geographically and service wise. The pace of the growth is dependent on customer needs and overall economic situation. Until June 2015 expected level of employment is 750.

Management/Contact: Paweł Mleczko (tel.: 519 507 623; pawel.mleczko@pl.pwc.com)

Poczta Polska Year started in Poland: 2012 Number of employees in Poland: 250-500

Prointegra Tel.: 32 730 00 42 e-mail: info@prointegra.com.pl

Open – e

and Outsourcing Directory

Oracle Year started in Poland: 2012 Number of employees in Poland: <100 Services offered: IT, CS

CEE Shared Services

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Proximetry Year started in Poland: 2006 Number of employees in Poland: <100 Services offered: IT, R&D Management/Contact: Mirosław Ossysek – General Manager of Proximetry Poland PwC SDC 40‑001 Katowice, ul. Ściegiennego 3 Year started in Poland: 2009 Number of employees in Poland: 250-500 Management/Contact: Olga Grygier – Siddons, President of the PwC Poland (tel.: 22 746 40 00) Rockwell Automation Year started in Poland: 2006 Number of employees in Poland: 250-500 Services offered: F&A, HR, IT, CS, R&D Management/Contact: Sławomir Szpak – Operational Director Rockwell Automation in EMEA Region Sii 40‑093 Katowice, Słowackiego 13 Tel.: 723 100 752

Contact center trends for 2014: Social media comes to customer service An interview with Mariusz Odkała, CEO of Teleperformance Poland

How does the development of social media fit with the world of customer service?

Social media have become the natural environment for a growing number of people. It is not just entertainment anymore - it is also useful when searching for a job or information about new products. The emergence of new social networking sites and applications also plays an increasingly important role in communication. Consumers spend more time using them, and users of smartphones are online almost all the time. Therefore, it is a natural means of contacting companies when they are interested in their products and services. When searching for answers, and when he is willing to make comments or complaints regarding the purchase, consumers are guided by a natural instinct for company’s fanpage on Facebook or its channel on Twitter.

For many of them, it is simply faster and more convenient. Today, not everyone reaches for the phone to call the hotline, however, this communication channel is still important.

What is your response to this?

Teleperformance Poland is one of the first contact centers in Poland that has implemented this channel of service.

This is another form of support, beside the dominant telephone channel, for our customers. Service consultants of Teleperformance can respond to consumers’ questions by providing them with detailed information and helping solve the problem, but also ensuring a positive brand image. By regularly monitoring forums and sites such as Facebook and Twitter, the consultants also pick up queries, which are not placed directly in the channels of the company or have been published on the private walls of users. Tracking those opinions can pleasantly surprise the consumer when he does not expect the company to react to his social-media post.

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What are the benefits for the customers of the contact center?

The most important benefit is a satisfied final consumer. He receives a quick and convenient answer - and sees that the company cares about the contact.

Additionally, social media also have great potential to build a relationship with the consumer and increase the positive image of the company. Companies simply cannot afford not to be there – because their clients are!

Therefore, social media – when conducted in a skilled, professional manner – can both reliably inform and delight the customer.

Teleperformance Poland belongs to the Teleperformance Group - the world leader in outsourcing services in the field of customer relationship management and call centers. The Group operates 110,000 computerized workstations, with close to 149,000 employees across around 230 contact centers in 62 countries and serving more than 150 markets on behalf of major international companies in a multitude of industries. Teleperformance Poland employs more than 350 people in two locations - Warsaw and Siedlce. As one of the major players in the outsourcing market in Poland, it supports clients - mainly global corporations from many sectors: technical, IT, financial, electrical and direct marketing - in terms of technical support, customer service and sales in more than a dozen languages.

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SSCs/BPOs in Poland e-mail: informacja-katowice@pl.sii.eu www.pl.sii.eu Year started in Poland: 2014 Number of employees in Poland: 20 Services offered: IT, Inżynieria przemysłowa Management/Contact: Gregoire Nitot (tel.: 22 486 37 37; informacja@pl.sii.eu) Krzysztof Danilewicz (tel.: 723 100 752; informacja-katowice@pl.sii.eu)

ZETO Katowice

CenterIT Sp. z o.o.

Year started in Poland: 2007 Number of employees in Poland: 5 Services offered: IT

Chorzów OEX/Archidoc Services offered: BPO, ITO Management/Contact: Konrad Rochalski – President of the Board (tel.: 32 355 68 40) Ruda Śląska

Centrum Systemów Komputerowych ZETO SA Tel.: 41 364 22 00 Year started in Poland: 2002 Number of employees in Poland: 70 Services offered: IT

Sine Qua Non Centrum Telemarketingu

TELE-FONIKA Kable Year started in Poland: 2012 Number of employees in Poland: 100-250 Services offered: F&A, CS Management/Contact: Ryszard Pilch – President of the Board Tenneco Timken Unilever Year started in Poland: 2008 Number of employees in Poland: 250-500 Services offered: F&A, CS, other Management/Contact: Harm Goossens, President of the Unilever CEE, Unilever Poland UPC Year started in Poland: 2008 Number of employees in Poland: 100-250 Services offered: CS Management/Contact: Christopher F. Biedermann, Financial Director UPC Poland Warta Year started in Poland: 2009 Number of employees in Poland: <100 Services offered: CS Webanywhere Tel.: 32 630 41 37 e-mail: biuro@webanywhere.pl Year started in Poland: 2012 Number of employees in Poland: <100 Services offered: IT Wincor Nixdorf Year started in Poland: 2011 Number of employees in Poland: <100 Services offered: IT Management/Contact: Mirosław Janik – President of the Board (tel.: 22 572 42 00/01; Poland@wincor-nixdorf.com)

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ComplexComputers sp. zo.o.

Tel.: 41 368 06 01 Year started in Poland: 1991 Number of employees in Poland: 25 Services offered: IT Contact Center Services offered: Call Center Management/Contact: Jakub Kłoczewiak – President of the Management Board

Gallup Tel.: 32 737 80 01 e-mail: galluppolska@galluppolska.pl Kielce

F.U.H Older (usługi Call Centre dla Play) Management/Contact: Dariusz Goch (tel.: 697 938 491)

Albit Year started in Poland: 1991 Number of employees in Poland: 13 Services offered: IT outsourcing

Impel Business Solutions oddział Kielce Number of employees in Poland: 8 (locally in Kielce) Services offered: Financial and accounting, HR and payroll services

ALBIT Usługi Informatyczne Tel.: 41 368 02 44 Year started in Poland: 1991 Number of employees in Poland: 13 Services offered: IT

INFONETAX Sp. z o.o.

Tel.: 41 344 52 24 Year started in Poland: 2007 Number of employees in Poland: 20

Altar Sp. z o.o.

Year started in Poland: 1990 Number of employees in Poland: 71 Services offered: IT outsourcing Management/Contact: Dariusz Borek – President APR System 26‑052 Kielce, Zgórsko 3, Nowiny k. Kielc Tel.: 41 241 22 42 e-mail: biuro@apr.pl Number of employees in Poland: 10 BC&O Polska Spółka z ograniczoną odpowiedzialnością S.K.A. Year started in Poland: 2001 Number of employees in Poland: 65 Services offered: Outsourcing of broadly defined administrative services Management/Contact: Mirosław Sroka – President of the Board (tel.: 41 367 80 03 ) Biomedic INFO Sp. z o.o.

Year started in Poland: 2002 Number of employees in Poland: 10 Services offered: IT outsourcing Biurex Year started in Poland: 1991 Number of employees in Poland: 40 Services offered: Financial and accounting, HR and payroll services Call Center Inter Galactica Sp. z o.o.

Year started in Poland: 2002 Number of employees in Poland: 500÷1000 Services offered: Outsourcing of sales force and call center services Management/Contact: Pavlo Polishchuk – Project Manager (tel.: 514 222 201; pavlo.polishchuk@ccig.pl)

INFOVER S.A. Tel.: 41 367 85 02 Year started in Poland: 2001 Number of employees in Poland: 123 Kolporter INFO SA Number of employees in Poland: 2009 – 113 Services offered: Helpdesk , Call Center, Oprogramowanie dedykowane realizowane na zamówienie , Outsourcing IT Management/Contact: Jarosław Ambroziak – President Kophard Software MaN Complex Tel.: 41 332 74 00, 331 56 27 Mansourcing Sp. z o.o.

Year started in Poland: 2012 Number of employees in Poland: approx. 50 Services offered: IT outsourcing, HR outsourcing (including recruitment, training, etc.)

Medicover oddział Kielce Year started in Poland: 2007 Number of employees in Poland: approx. 100 Services offered: Outsourcing of sales force and call center services MJ Sysems Magdalena Michalska Year started in Poland: 2011 Number of employees in Poland: 2 (additionally people on specific task contracts if necessary) Services offered: IT outsourcing NOM (Niezależny Operator Międzystrefowy) Pctum Year started in Poland: 1996

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Sygnity Management/Contact: Janusz R. Guy – President of the Board (tel.: 22 290 88 00) Krzysztof Ducal – Vice President of the Board

Arteria SA Number of employees in Poland: 300-500 Services offered: BPO, ITO Management/Contact: Marcin Marzec – President of the Board (tel.: 22 482 02 00) Wojciech Glapa – Vice President of the Board

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Steria Year started in Poland: 2007 Number of employees in Poland: 500-1000 Services offered: IT Management/Contact: Bruno Boquet, Dierctor Steria Polska

SSCs/BPOs in Poland Number of employees in Poland: ok..20-30 Services offered: Financial and accounting, HR and payroll services

and Outsourcing Directory

PKB info Tel.: 41 243 50 92 Year started in Poland: 2007 Number of employees in Poland: 5 Services offered: IT outsourcing

CEE Shared Services

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Kielce/siedziba firmy Cracow Smartway Management/Contact: Jacek Batóg (tel.: 509 676 520) Lublin Asseco Business Solutions Services offered: IT

Podatki i rachunkowość Rusek Sp. z o.o.

Year started in Poland: 1991 Number of employees in Poland: 10 Services offered: Financial and accounting, HR and payroll services

Billenium

Przedsiębiorstwo Informatyczne PROKOMP Tel.: 41 362 92 44 Year started in Poland: 1994 Number of employees in Poland: 4 Services offered: IT outsourcing

BZ WBK

Przedsiębiorstwo Techniczno – Informatyczne “ZUBIX” Sp. z o.o.

Tel.: 41 344 44 47, 344 44 48 Number of employees in Poland: 20 Services offered: IT outsourcing

Britenet Tel.: 81 527 86 75 Services offered: IT

ABB Services offered: IT centre Accenture Year started in Poland: 2005 Number of employees in Poland: 80 Services offered: IT Accenture Services offered: IT centre ACS Solutions Poland/Xerox Year started in Poland: 2001 Number of employees in Poland: 150 Services offered: Finance and accounting AgreeYa Mobility Services offered: IT centre

Centrum Obsługi Klienta Detalicznego PKO BP Comarch Services offered: IT Convergys

AMG.lab Sp. z o.o.

Year started in Poland: 2011 Number of employees in Poland: 150 Services offered: IT, Oprogramowanie dedykowane, usługi dla technologii High Performance Computing

Genpact Poland Sp. z o.o.

20‑315 Lublin, Witosa 16-18, Ground and First Floor, Lublin Year started in Poland: 2008 Number of employees in Poland: 200+ Services offered: F&A, OTC, STP Management/Contact: Calin Avram (tel.: +407 263 455 26; calin.avram@genpact.com) Pascal Henssen (tel.: 44 777 083 2648; pascal.henssen@genpact.com)

AMG.net Services offered: Design & development of IT solutions

Sanek Year started in Poland: 2009 Number of employees in Poland: 90 (countrywide) Services offered: Outsourcing of sales force and call center services

Netia

BMS Services offered: IT, R&D

Simple Outsourcing Year started in Poland: 2009 Number of employees in Poland: 20 (out of which 4 in Kielce) Services offered: IT outsourcing, HR outsourcing (including recruitment, training, etc.)

Orange Polska Accounting Operations Centre

Przedsiębiorstwo Teleinformatyczne SOTRONIK Tel.: 41 242 16 67 Przedsiębiortwo Usług Informatycznych “Mario-Soft” Management/Contact: Mariusz Ciepluch (tel.: 605 350 264)

Atos Origin Number of employees in Poland: 85 Services offered: Finance and accounting Bank Pekao SA Number of employees in Poland: 300 Services offered: Back-office, call centre

Open Finance CC BNP Paribas Fujitsu Services Orange Costumer Service Bosch&Siemens

Teledirect Sp. z o.o.

Year started in Poland: 2007 Number of employees in Poland: 25÷35 Services offered: Outsourcing of sales force and call center services Management/Contact: Tomasz Ziemniak – Managing Director (tel.: 533 300 403 ) UCMS Group Poland 25‑323 Kielce, Solidarności Av. 34 Tel.: 22 329 29 00 e-mail: info.pl@ucmsgroup.com www.ucmsgroup.pl Year started in Poland: 2013 Number of employees in Poland: 24 Services offered: Payroll, HR, Accounting Management/Contact: Anna Kaczmarska Ludmiła Kobylińska

BRE Centrum operacji Proama Sii 20‑883 Lublin, Szeligowskiego 8 Tel.: 76 745 01 10 e-mail: informacja-lublin@pl.sii.eu www.pl.sii.eu Year started in Poland: 2013 Number of employees in Poland: 40 Services offered: IT, inżynieria przemysłowa Management/Contact: Gregoire Nitot (tel.: 22 486 37 37; informacja@pl.sii.eu) Artur Palac (tel.: 76 745 01 10; informacja-lublin@ pl.sii.eu)

Telbridge Sp. z o.o.

Tel.: 22 420 56 60

BSS – Business Support Solution S.A. Year started in Poland: 2010 Number of employees in Poland: 332 Services offered: Finanse i księgowość Cardif Services Year started in Poland: 2007 Number of employees in Poland: 170 Services offered: Finance, accounting, call centre

Softsystem Centrum Bankowości Bezpośredniej Sollers Consulting Syntea Business Solutions Warta 24 Plus Łódź

Kielce siedziba firmy/call center w Warszawie

BSH Year started in Poland: 2007 Number of employees in Poland: 50 Services offered: R&D, IT

ABB Year started in Poland: 2008 Number of employees in Poland: 20 Services offered: IT

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CERI International Sp. z o.o.

Year started in Poland: 2003 Services offered: Business process outsourcing (BPO), Customer support services (contact center, claims), Services activation and administration, Receivables and payments services, Document management (scanning, archiving) Citi Handlowy Year started in Poland: 2005 Number of employees in Poland: 370 Services offered: Finance, accounting

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SSCs/BPOs in Poland Manager’s Profile

very well and allow us to stay optimistic in terms of keeping these trends in the coming years.

and Outsourcing Directory

Dariusz Baran Country Manager Atos IT Services Sp. z. o. o.

Parent Company: Atos SE, Bezons, France

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What is Atos doing in Poland?

Atos is an international information technology services company. Atos is serving a global client base, delivering IT services through consulting & systems integration, managed operations and transactional services through Worldline, the European leader and a global player in the payments services industry. With its deep technology expertise and industry knowledge, it works with clients across different business sectors: Manufacturing, Retail & Transportation, Public Sector & Health, Financial Services; Telecommunication, Media, Energy & Utilities. In Poland Atos is based in locations: Warsaw, Bydgoszcz, Gdańsk and Wrocław.

Since 2002 it is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and is listed on the NYSE Euronext Paris market.

Atos operates under the brands Atos, Atos Consulting, Worldline and Atos Worldgrid.

Atos has been operating in Poland since 2000. Thanks to the acquisition of Siemens IT Solutions and Services in 2011 Atos acquired its present shape.

Throughout the recent 3 years the dynamic growth of the company developed its resources from 500 employees into an entity with over 2500 employees. As for now, Atos in Poland is present in 4 locations: Poland Managed Services Offshore Center in Bydgoszcz, Global Delivery Center Europe in Wrocław, local Systems Integration Office in Gdańsk and Headquarters Office in Warsaw.

The expansion plans go towards constant adjustment of company’s portfolio reflecting the changing needs of our customers. Atos will continue to strengthen the existing business within TMU, E&U, PHT and FS sectors at the same time looking for new opportunities like in national defense area and answering market needs for IT security services.

Explain why your company set up operations in Bydgoszcz.

Location of Atos in Bydgoszcz is a result of the consistent policy of supporting investments and entrepreneurs by the lo-

cal municipality. Atos had the opportunity to take advantage of two grants within projects „Support center of IT processes in Bydgoszcz”. Bydgoszcz has long term tradition related to the electronics and telecommunication industries. The city has a developed technical infrastructure, while thanks to active cooperation between local communities and universities there are also young and skilled workforce available in the region. Taking advantage of this potential there is an emphasis on development of BPO service sector, which serves as a strong support for economic growth in the area. Bydgoszcz is a stable, business-friendly community offering great support for companies investing there, what makes it more attractive than other cities in Poland.

Do you provide external services to unrelated companies?

Managed Services is key area of Atos in Poland development scope. Within the last three years Atos in Poland, out of company with just 500 employees, turned into one of the four main outsourcing centers within the Atos organization worldwide. For the time being Atos in Poland employs more than 2500 employees and keeps on growing. The mentioned numbers show the tendency

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Please provide your opinions about employee skills and capabilities – and shortcomings that need to be improved: Atos SE employs over 77,100 employees worldwide, out of that 2500 in Poland. We observe a constant growth of employment in Poland, resulting in majority from huge expansion of our offshore centers (in 2010 Atos in Poland employed ca. 500 people). The dynamic upward trend reflects the huge demand for IT skills needed on the job market. Answering growing and changing needs of our customers, Atos constantly searches and employs specialists with highly developed analytical, management, operational and language skills. The needs of our customers reflect the changing IT trends in the markets. In order to be always ahead of any change as well as to shape the IT trends, Atos constantly develops variety of competence centers, like Competence Center for Security Services, Global Competence Center for Application Hosting Services, Workplace & Service Desk tooling Competence Center, Cross Functional Services Competence Center or Network, Data Center & Communication Services Competence Center - operating within our offshore center in Bydgoszcz.

Biggest surprises about operating BPO/Outsourcing/SSC centre in CEE? We observe a constant positive support from local government in Bydgoszcz, where Atos located its offshore center being at the same time the biggest Atos office in Poland. We also see the potential of Polish graduates to become IT specialists within Atos. We organize numerous Employer Branding initiatives aiming to attract young talented people – not only from Technology Universities.

As an example of such good practices is the “BPO School,” which has launched its operations as a joint undertaking of companies like Atos. Considering the international scope of our customers we also search for people with well-founded language skills and build programs to let them become specialists within specific IT areas. It shows the great potential of local market to deliver people with the right focus and ready to gain knowledge according to Atos needs.

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SSCs/BPOs in Poland CitiFinancial Number of employees in Poland: 10 Services offered: Debt collection centre Clariant

Infosys BPO Poland Year started in Poland: 2007 Number of employees in Poland: ca. 1700 Services offered: Finance, accounting and procurement services, Database management, SAP services, Risk management, tax management, Consulting

Clariant Services offered: SSC

Intergraph

Comarch S.A. Year started in Poland: 2006 Number of employees in Poland: 200 Services offered: IT

INTERsoft Year started in Poland: 1997 Number of employees in Poland: 70 Services offered: IT

Contact Center sp. z o.o.

Year started in Poland: 1999 Number of employees in Poland: In Poland: 5915 Services offered: Telesales, sales support, databases, call centre, debt recovery, marketing research, office services, voice recordings, business consultancy, handling overflow traffic, contact centre virtualisation

LSI Year started in Poland: 1991 Number of employees in Poland: 130 Services offered: IT

Randstad Payroll Solutions Sp. z o.o.

Year started in Poland: 1998 Number of employees in Poland: 50 Services offered: Payroll and HR file administration Rule Financial Year started in Poland: 2007 Number of employees in Poland: 50 Services offered: IT Samsung Services offered: IT R&D SAP

Cybercom Poland Dalkia Services Sp. z o.o. (Łódź Office) Year started in Poland: 2006 Number of employees in Poland: 220 (both offices Łódź & Poznań) Services offered: Finances (AP, AR), Invoicing, HR&payroll, IT, Risk Management & Insurance

Mbank Year started in Poland: 2001 Number of employees in Poland: 800 Services offered: Call center, Finance and accounting McCormick& Company Mellon

DHL Express Year started in Poland: 2007 Number of employees in Poland: 300 Services offered: Call centre Dimar Number of employees in Poland: 100 Services offered: Call centre Ericpol Telecom Year started in Poland: 2011 Number of employees in Poland: 135 Services offered: IT Fujitsu 90‑344 Łódź, Fabryczna 17 Tel.: 665 404 310 e-mail: Dave.Deane@ts.fujitsu.com www.fujitsu.com/pl Year started in Poland: 2009 Number of employees in Poland: 750 Services offered: Service Desk, Remote Infrastructure Management, R&D, BPO – finance Expansion plans in Poland: Fujitsu will continue to grow its numbers and services over the coming years: currently 750 people with growth anticipated to reach 1000+ over the next 2 – 3 years.

Management/Contact: David Deane (tel.: 665 404 310; Dave.Deane@ts.fujitsu.com)

Mobica Year started in Poland: 2007 Number of employees in Poland: 70 Services offered: IT Nordea Year started in Poland: 2001 Number of employees in Poland: 250 Services offered: Finance and accounting Nordea Operation Center Number of employees in Poland: 100 Services offered: SSC Orange Year started in Poland: 2003 Number of employees in Poland: 300 Services offered: IT Philips Year started in Poland: 2003 Number of employees in Poland: 70 Services offered: Purchase Center Pixel Technology PKO BP Services offered: SSC

GE Power Controls Year started in Poland: 2004 Number of employees in Poland: 55 Services offered: Finance, accounting

Polkomtel Year started in Poland: 2003 Number of employees in Poland: 370 Services offered: Call Centre

Hewlett-Packard

PTC Year started in Poland: 2006 Number of employees in Poland: 700 Services offered: Call centre

Indesit Year started in Poland: 2006 Number of employees in Poland: 65 Services offered: Finance and accounting

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PZU Services offered: SSC

SouthWestern BPS Poland Sp. z o.o.

Year started in Poland: 2007 Number of employees in Poland: 150 Services offered: Finance, Accounting, Administration, CRM, Call Center Symphony teleca Services offered: IT centre T-Mobile Number of employees in Poland: 700 Services offered: Back-office, contact centre Takeda (Nycomed) Services offered: SSC Target BPO Services offered: BPO Tate&Lyle Technitel Services offered: IT centre Teleca Year started in Poland: 1999 Number of employees in Poland: 150 Services offered: IT TELMON TELMON Services offered: BPO TomTom Year started in Poland: 2007 Number of employees in Poland: 205 Services offered: Centrum Przetwarzania Obrazu Transition Technologies Year started in Poland: 2006 Number of employees in Poland: 130 Services offered: IT

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Makolab Year started in Poland: 1993 Number of employees in Poland: 50 Services offered: IT

Sii 90 ‑ 423 Łódź, ul. Piotrkowska 89 Tel.: 42 239 29 60 e-mail: informacja-lodz@pl.sii.eu www.pl.sii.eu Year started in Poland: 2012 Number of employees in Poland: 50 Services offered: IT, inżynieria przemysłowa Management/Contact: Gregoire Nitot (tel.: 22 486 37 37; informacja@pl.sii.eu) Maciej Topczewski (tel.: 42 239 29 60; informacja-lodz@pl.sii.eu)

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Scanaqua

SSCs/BPOs in Poland Manager’s Profile

and Outsourcing Directory

Piotr Kania Country Manager Rule Financial Parent Company: Rule Financial Ltd., London

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What is Rule Financial doing? And particularly in Poland?

Rule Financial is a leading IT services provider for the investment banking sector and our main customers are financial institutions such as banks, brokerage houses, investment funds or insurance companies. Rule Financial Solutions are designed to increase the efficiency of business processes and to optimize existing IT systems. Rule Financial opened an office in Lodz, Poland in 2007 to provide near-shore software engineering services for our global clients. Given the unprecedented demand for our services, in May 2013 we opened a second development centre in Poznań. We employ more than 900 people in offices located in Lodz, Poznan, London, New York, Barcelona, Toronto, Boston and Costa Rica.

Explain why your company set up operations in Poland.

Poland is considered to be a ‘low-risk’ location, with its long-term political stability, membership of NATO and the EU, and particularly the EU legal provisions for strong data privacy and intellectual property protection - all combining to make it an excellent nearshore location, offering a highly skilled talent pool. High educational standards, a European culture, strong work ethic, large IT-skilled population and geographic accessibility enables us to develop effective and efficient services for our clients. Our nearshore centres in Łódz and Poznań are located in cities that were selected for their high concentration of technical universities, established IT sector, excellent transport links and well-founded industrial and commercial cultures.

How has your business changed in CEE recently, and what do you foresee in the next 2-3 years?

Our clients are increasingly entrusting us with more complex, time and business-critical engagements. We are able to leverage our knowledge of financial markets and complex IT systems to deliver combined onshore and nearshore

services within the required cost parameters. With high demand for technology services, our clients need to demonstrate cost savings, value-for-money while ensuring the highest quality of service delivery. This means clients are seeking an innovative approach that requires solutions designed for the many new regulations being imposed on the global financial community. Clients benefit from our exclusive focus on financial markets, which enables team structures to be flexed with experienced personnel according to the needs of the project.

Do you provide external services to unrelated companies?

No, we do not provide external services to unrelated companies.

Any specific advice to companies considering setting up in CEE? CEE is a fast-growing labour market with highly skilled pool of people. It’s a natural choice for work requiring data and intellectual property protection. And time zone is a key factor – time zone alignment with all of Europe enables ongoing interactive feedback between end users and development teams.

Employee Issues ?

Rule Financial employs more than 900 people in 8 offices across 6 countries.

With the high demand for our services we have been systematically recruiting new talent since the very beginning.

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Just within the last three years we have employed more than 350 consultants.

The IT sector in Poland employs an estimated 107,000 people, the third largest IT workforce in the Central European region. The quality of resources is remarkable. The local market offers technical expertise and a deep pool of English-speaking specialists.

What are the negative and positive surprises about setting up operations in CEE: Positives have been: a) Quality of IT development, b) Culture of innovation and high-end engineering, c) Better timezone alignment that enables agile software development, and d) Real – time collaboration.

Improvements needed: a) With 12 international airports, Poland is well connected to all the major cities in Europe in just two or three hours – but the airlines do not always provide flights connections with respect to business operating hours, b) complicated labour laws and tax procedures.

Piotr Kania joined Rule in 2011 to help grow the competence pool for solution development, QA and Testing, as well as application support practices. He brought experience from customer service engagements, project management and the management of offshore organizations delivering global projects.

Piotr has 15 years of experience in consulting, service delivery and offshore management working with CGI, Nokia and Teleca across the EMEA region.

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SSCs/BPOs in Poland Unicredito Year started in Poland: 2006 Number of employees in Poland: 41 Services offered: IT Veolia Services offered: SSC, SAP Services Virtual Viewing

Future Processing Sp. z o.o.

Tel.: 32 461 23 00

BRIDGESTONE EBS Sp. z o.o. European Business Services Year started in Poland: 2011 Number of employees in Poland: 110 Services offered: Finance, Accounting, Tax Management/Contact: Karol Wawrzynowski – Director

Opta data Sp. z o.o.

Management/Contact: Wilfried Engel PZU S.A./PZU Życie S.A. Number of employees in Poland: 140 Services offered: Accounting Management/Contact: Andrzej Klesyk – President

BZ WBK Obszar Direct Banking Call4You

Voice Warta Insurance Group Year started in Poland: 2004 Number of employees in Poland: 60 Services offered: Vindication centre

R.N.G. Sp. z o.o.

Number of employees in Poland: Planned 60 Services offered: Call center Management/Contact: Magdalena Daszkiewicz – Manager

Carl Zeiss Year started in Poland: 2012 Services offered: SSC Management/Contact: Andreas Mohr – Chairman of the Board (tel.: 61 820 93 60)

Allegro (QXL) Dział Badań i Rozwoju

ZETO Services offered: IT centre

Alma (Systemy Informatyczne) Tel.: 61 646 09 81

Opole

Analyx

Call Center Inter Galactica Sp. z o.o.

Services offered: Call center – english, german, russian, ukrainian, czech, italian, spanish Management/Contact: Pavlo Polishchuk – Project Manager

arvato services Poland (branch of Bertelsmann Media Sp. z o.o.) – 4 centers in Poznań and close to the city Year started in Poland: 1994 Number of employees in Poland: In Poland: 2350 Services offered: BPO – IT, lettershop, logistics, loyalty programs, back office, financial services (financial BPO, debt recovery, factoring) Management/Contact: Janusz Jankowiak – General director, 61 652 88 00, arvato@arvato.pl

CenturyLink Year started in Poland: 2012 Services offered: ITO Ciber Year started in Poland: 2010 Number of employees in Poland: 80 Services offered: Managing technical support, IT infrastructure, Monitoring, Web operations, Application services Management/Contact: Piotr Sawiński – Poznań Center Manager (office.poznan@ciber.com)

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Green office complexes Business Garden is an innovative concept of green office complexes located in Warsaw, Poznań and Wrocław in key points of the cities.

In each case these investments offer great flexbility in space adaptation and access to various amenities within the complex.

Leasing:

+48 61 639 75 75 or visit: ww.businessgarden.pl

Business Garden Poznań

Investor / Developer: SwedeCenter Sp. z o.o., www.swedecenter.pl

- 9 office buildings, 80 000 m2 - First phase completion 2015

2014

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CEE Shared Services

Capgemini, Infrastructure Services Year started in Poland: 2012 Number of employees in Poland: 70 Services offered: Service desk, Zarządzanie procesami ITIL Management/Contact: Daniel Habrat (Daniel.habrat@ capgemini.com)

Carlsberg Accounting Service Center Year started in Poland: 2006 Number of employees in Poland: 200 Services offered: SSC, Accounts in the three processes, ie receivables, liabilities and general ledger

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Poznań XEROX Services offered: BPO

SSCs/BPOs in Poland Connectis Dalkia Services Sp. z o.o. Poznan office Year started in Poland: 2006 Number of employees in Poland: 220 (in both offices – Poznan & Lodz) Services offered: Finance (FA, GL&Reporting), Tax & Legal, IT & SAP Deloitte BPO Year started in Poland: 2008 Number of employees in Poland: 13 Services offered: Bookkeeping, Accounting, Payroll and HR administration Detica BAE Systems Year started in Poland: 2012

and Outsourcing Directory

DFDS Seaways

CEE Shared Services

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Directan DomData Duni European Financial Centre, shared service center of finance and accounting Year started in Poland: 2005 Number of employees in Poland: about 40 Services offered: Finance Shared Services Management/Contact: Krister Gullstrom – European Finance Manager (tel.: 61 656 07 11; krister.gullstrom@duni.com) Elavon Merchant Services EXIDE Technologies SSC Sp. z o.o.

Year started in Poland: 2012 Services offered: SSC Management/Contact: Roman Urbaniak – President of the Board Franklin Templeton Investments Center specialist services in the field of investment management Year started in Poland: 2007 Number of employees in Poland: 300 Services offered: SSC, Transfer agent, Fund accounting and back office services for the operation of investment Management/Contact: Krzysztof Bronisz – Vice President Operations (tel.: 61 667 90 16; Kbronis@franklintempleton.de) GlaxoSmithKline Global IT Centre Year started in Poland: 2007 Number of employees in Poland: 200 Services offered: SSC, Providing IT services for all branches of GSK in the world. Center serves more than 100 countries within the corporation to manage the remote services and IT infrastructure company Management/Contact: Jerzy Toczyski, President of the Board Grace Year started in Poland: 2007 Services offered: R&D Grant Thornton Frąckowiak sp. z o.o. sp. k Year started in Poland: 1993 Number of employees in Poland: 300 Services offered: Business Process Outsourcing (BPO) działów finansowo – księgowych, , Centrum Usług

Współnych (SSC), Outsourcing Rachunkowości, Outsourcing Płac i Kadr Management/Contact: Katarzyna Banach (tel.: 605 688 968; katarzyna.banach@pl.gt.com) Magdalena Marcinowska (tel.: 607 665 729; magdalena.marcinowska@pl.gt.com ) Grupa BCC External Services Year started in Poland: 1999 Number of employees in Poland: 30 Services offered: A comprehensive range of outsourcing, including both business processes and IT tools.

Management/Contact: Bartłomiej Buszczak Chairman of the Board (tel.: 61 827 70 00) HedgePole (Polska) Sp. z o. o.

60‑523 Poznań, Dąbrowskiego 75/92 Tel.: 61 841 00 80 e-mail: info@hedgepole.com www.hedgepole.com Year started in Poland: 2006 Number of employees in Poland: 20 Services offered: Price and data collection for hedge funds, Middle office solutions for hedge funds and fund of hedge funds investors, Swiss tax income reporting and audit support, Operational hedge funds due diligence, AIFMD Service Providers monitoring Expansion plans in Poland: HedgePole, with ten years of experience, intends to remain the leading independent service provider for hedge fund industry.

The most important growth area will remain Europe with expansion plans aimed at international financial institutions and BPO centres located in Poland.

Management/Contact: Dominika Melon (tel.: 61 841 00 81; dominika.melon@hedgepole.com) Holicon Sp. z o.o.

Year started in Poland: 2004 Number of employees in Poland: 900 Services offered: Call Center, Sales center, IT solutions, Personalized marketing Management/Contact: Marcin Pankau (tel.: 61 664 32 00; marcin.pankau@holicon.pl) Holiday Check Year started in Poland: 2011 Services offered: R&D IKEA Shared Services Sp z o.o.

Year started in Poland: 2010 Number of employees in Poland: planned 300 Services offered: Service accounting and payroll processes for companies IKEA Itelligence Year started in Poland: 1995 Services offered: BPO, ITO

sales, operational expenses and EBIT result) for the region, Upholding all laws and regulations – compliance priority 1, Regional LEAN coordination, Finance, Human Resources, Engineered Solutions, Business support and management reporting for the region, Management/Contact: Robert Damaschek – President of the Board (robert.damaschek@kennametal.com) Kleffmann Number of employees in Poland: 20 Services offered: BPO MAN Accounting Center Sp. z o.o.

60‑324 Poznań, Marcelińska 90 Tel.: 61 886 70 00 www.mantruckandbus.com Year started in Poland: 2006 Number of employees in Poland: 330 Services offered: Finance and accounting, Procurement, HR Expansion plans in Poland: Confidential Management/Contact: Wojciech Skrudlik (tel.: 61 886 72 00; wojciech.skrudlik@man.eu) McKinsey&Company Support Services Center Year started in Poland: 2011 Number of employees in Poland: Planned employment 250 Services offered: Support agencies and departments operating in Europe Mentor Graphics Number of employees in Poland: 20 Services offered: R&D Management/Contact: Grzegorz Mrugalski Microsoft Number of employees in Poland: 20 Services offered: IT Newell Rubbermaid Year started in Poland: 2013 Services offered: SSC O-I Business Service Center Year started in Poland: 2014 Services offered: SSC Open Text Tel.: 61 858 00 12 Year started in Poland: 2009 Services offered: R&D Open Text IT Competence Center Year started in Poland: 2009 Number of employees in Poland: 20 Services offered: Technical support and customer implementation, training Opera Software (d. BenQ) OS ASA

Jeronimo Martins Polska S.A. Year started in Poland: 2011 Services offered: SSC Kennametal Center Services Year started in Poland: 2010 Number of employees in Poland: 35 Services offered: Customer Service, Sales. Business partnership for operational management, Credit management (cash collection, customer risk evaluation, payment terms coordination) for regional countries as well as for Benelux countries, Capital expenditures coordination, Managing company financial indicators (including cost of

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OpusCapita Year started in Poland: 2005 Number of employees in Poland: 15 Services offered: Finance Management/Contact: Miikka Savolainen – Managing Director (tel.: 512 363 137; miikka.savolainen@itella. com) Pactor Call Center Propex Services Group Year started in Poland: 2013 Services offered: SSC

2014

SSCs/BPOs in Poland

Randstad Payroll Solutions Sp. z o.o.

Year started in Poland: 1998 Number of employees in Poland: 50 Services offered: Payroll and HR file administration Management/Contact: Katarzyna Plucinska – Managing Director (tel.: 512 352 179; katarzyna.plucinska@ pl.randstad.com) Roche IT Service Centre Year started in Poland: 2009 Number of employees in Poland: 200 Services offered: Creating and maintaining systems for clinical research, modern websites and programs to support internal processes within the company Rule Financial Tel.: 61 880 09 01 Year started in Poland: 2013 Services offered: ITO Samsung Electronics Polska Sp.z o.o. Poland R&D Center Year started in Poland: 2011 Services offered: R&D Savvis Year started in Poland: 2012 Services offered: ITO

Wikia Year started in Poland: 2007 Number of employees in Poland: 20 Services offered: R&D Management/Contact: Emil Podlaszewski – Member of the Board

Contact Center sp. z o.o.

Year started in Poland: 1999 Number of employees in Poland: In Poland: 5915 Services offered: Telesales, , databases, Sales support, Call centre, Office services, Contact centre virtualisation Management/Contact: Jakub Kłoczewiak – President of the Board

Business Consulting Center sp. z o.o.

Year started in Poland: 1995 Number of employees in Poland: Over 200 Services offered: IT outsourcing, SAP offshoring, SAP bodyleasing, SAP outsourcing Management/Contact: Bartłomiej Buszczak, Piotr Rogala, Piotr Brzoskowski

Starter Sp. z o.o.

Year started in Poland: 2000 Services offered: BPO Management/Contact: Marek Zefirian – President of the Board

Magellan Software Poland S.A. Tel.: 61 840 36 01 Year started in Poland: 2002 Number of employees in Poland: 30 Services offered: Cyfrowa archiwizacja, Skanowanie dokumentów, Profesjonalne niszczenie, Elektroniczne obiegi, Archiwum tradycyjne

Telcordia Technologies (part of Ericsson) Services offered: R&D Management/Contact: Michał Wodczak Unilever Number of employees in Poland: 70 Services offered: R&D Management/Contact: Anthony Natt

2014

Intermedia Consulting S.C. M.Gajewski. J.Borek Management/Contact: mgajewski@inconsulting.pl (tel.: 22 613 61 35) Iron Mountain – Centrum Przetwarzania Danych Year started in Poland: 2009 Number of employees in Poland: 250 Management/Contact: Iwona Wałach (tel.: 48 345 06 02)

Poznań Złotniki Suchy Las

Lorenz Snack-World Services Sp. z o.o. Spółka Komandytowa Year started in Poland: 2008 Number of employees in Poland: 63 Services offered: Accounting Management/Contact:

Talex Services offered: BPO, ITO Management/Contact: Janusz Gocałek – President of the Board (tel.: 61 827 55 00)

Europe Calling Sp. z o. o.

26‑604 Radom, Graniczna 17 Tel.: 48 368 24 55 e-mail: info@europecalling.pl www.europecalling.pl Year started in Poland: 2007 Number of employees in Poland: 96 Services offered: Call Centre, Back Office Service Management/Contact: Grzegorz Bruski (tel.: 48 368 24 55) Idea Call Center Year started in Poland: 2013 Number of employees in Poland: 150 Management/Contact: Vlado Bogdanov

ZETO Year started in Poland: 1965 Services offered: BPO, ITO

Sii 60‑702 Poznań, Głogowska 31/33 Tel.: 61 639 76 80 e-mail: informacja-poznan@pl.sii.eu www.pl.sii.eu Year started in Poland: 2010 Number of employees in Poland: 100 Services offered: IT, Inżynieria przemysłowa Management/Contact: Gregoire Nitot (tel.: 22 486 37 37; informacja@pl.sii.eu) Natalia Buczel (tel.: 61 639 76 80; informacja-poznan@pl.sii.eu)

Starter Truck Services Number of employees in Poland: 35 Services offered: Call Center – road assistance service in five languages (English, German, French, Italian and Russian

Management/Contact: Dariusz Chlastawa

Poznań, Sady, Tarnowo Podgórne

Poznań, Suchy Las

Poznań, Złotniki Suchy Las External Services sp. z o.o.

Year started in Poland: 2007 Number of employees in Poland: Over 30 Services offered: Payroll outsourcing, HR administration outsourcing Management/Contact: Piotr Rogala – President of the Board (tel.: 61 827 78 00) Michał Szymaczek – Member of the Board Radom Centrum Przetwarzania Danych Ministerstwa Finansów Energetyczne Centrum S.A. Year started in Poland: 2010 Number of employees in Poland: 100

Multimedia Interactive Sp. z o.o.

Year started in Poland: 2012 Number of employees in Poland: 300 Management/Contact: Kamal Sitkowski – Attun SMG/KRC – Call Centre Year started in Poland: 2008 Number of employees in Poland: 500 Management/Contact: Wojciech Hołdakowski (tel.: 48 382 80 20) Telbridge Radom Year started in Poland: 2007 Number of employees in Poland: 200 Management/Contact: Artur Bakuła (tel.: 22 420 56 77) Telecentrum Year started in Poland: 2003 Number of employees in Poland: 40 Management/Contact: Marcin Dygas (tel.: 48 361 97 28) Rzeszów Asseco Poland Region Rzeszów Tel.: 17 852 31 53 e-mail: sekretariat@s2.pl Centrum Usług Finansowych ACP Pharma S.A. Year started in Poland: 2010 Number of employees in Poland: About 80 Services offered: Finance, service ACP PHARMA Group Management/Contact: Daniel Pitrus – Director CUF Centrum Zastosowań Informatycznych ContactPoint Year started in Poland: 2003 Poland, 2006 Rzeszów Number of employees in Poland: About 600 Services offered: Call center, CATI, BPO Management/Contact: Jarosław Szpryngwald – President of the Board Cross Jeans Number of employees in Poland: 20 Services offered: R&D software

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and Outsourcing Directory

Q-Partners Services offered: R&D

W.R.Grace Number of employees in Poland: 20 Services offered: Research Laboratory Management/Contact: Jacek Walkowiak (jacek.walkowiak@grace.com)

49 CEE Shared Services

Management/Contact: Gorey Michael Kevin – President of the Board

SSCs/BPOs in Poland Hamilton Sundstrand Number of employees in Poland: 150 Services offered: R&D ICN Polfa Rzeszów Year started in Poland: 1997 Services offered: Call centre Management/Contact: Mariusz Gajowniczek – President Alicja Syrek (Alicja.Syrek@valeant.com) K&K SELECT Sp. z o.o

BL Stream Sp. z o.o Year started in Poland: 1999 Number of employees in Poland: 147 Services offered: IT Management/Contact: Jacek Lisowski – Regional Manager

Mobica Year started in Poland: 2013 Services offered: IT Management/Contact: Tomasz Krawczynski – Managing Director of Polish Offices

brightONE Year started in Poland: 2013 Number of employees in Poland: 115 Services offered: IT Management/Contact: Daniel Jabłoński – President of the Board (tel.: 91 814 45 55 )

Netto Year started in Poland: 2013 Number of employees in Poland: 114 Services offered: F&A

OPTeam S.A.

and Outsourcing Directory

Orange Costumer Service Year started in Poland: 2010 Number of employees in Poland: 5000 Services offered: Call center – TP S.A., PTK Centertel

CEE Shared Services

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PKO BP Services offered: Call Center Pratt&Whitney Sanofi Aventis Year started in Poland: 2006 Number of employees in Poland: 190 Services offered: Call centre Management/Contact: Marynika Woroszylska-Sapieha – President, General Manager Wiesław Karpowicz – Member of the Board and Finance Director Soft System Year started in Poland: 1990 Number of employees in Poland: About 300 Services offered: Call centre Management/Contact: Liliane Saberin – President Marek Konrad Słoniewski – Vice President Waldemar Waligóra – Vice President Systemy Informatyczne Set(h) Sp. z o.o.

Services offered: IT Management/Contact: Krzysztof Bobran – President (tel.: 17 852 47 90; info@seth.pl) ZETO-RZESZÓW Sp. z o.o Contact Center sp. z o.o.

Year started in Poland: 1999 Number of employees in Poland: In Poland: 5915 Services offered: Telesales, sales support, databases, call centre, debt recovery, marketing research, office services, voice recordings, business consultancy, handling overflow traffic, contact centre virtualisation Management/Contact: Jakub Kłoczewiak – President of the Management Board

Coloplast Shared Services Sp. z o.o.

Year started in Poland: 2009 Number of employees in Poland: 90 Services offered: Finance and Accounting Contact Center Sp. z o.o.

Year started in Poland: 1999 Number of employees in Poland: In Poland: 5915 Services offered: Telesales, sales support, databases, call centre, debt recovery, marketing research, office services, voice recordings, business consultancy, handling overflow traffic, contact centre virtualisation Management/Contact: Jakub Kłoczewiak – President of the Management Board CSP Customer Services Polska Year started in Poland: Number of employees in Poland: 116 Services offered: F&A DGS (Sonion) Year started in Poland: 2003 Services offered: Process developping Euro Punkt Gamelion Sp. z o.o Year started in Poland: 2002 Number of employees in Poland: 85 Services offered: IT GaveKal Year started in Poland: 2008 Services offered: BPO Genpact Year started in Poland: 2013 Number of employees in Poland: 113 Services offered: F&A

Carlson Wagonlit Travel Year started in Poland: 2008 Number of employees in Poland: 140 (Rzeszów) Services offered: Call center (business travel)

Genpact PL Sp. z o.o.

0 Szczecin, Brama Portowa I, ul. Wyszyńskiego 1, 70-200 Szczecin Year started in Poland: 2013 Number of employees in Poland: 100+ Services offered: F&A, Procurement, Banking Services, Customer Services Management/Contact: tel.: 40726345526 (calin.avram@ genpact.com) Pascal Henssen (tel.: 44 777 083 2648; pascal.henssen@genpact.com)

Szczecin

Heuthes

arvato Bertelsmann Year started in Poland: 2004 Number of employees in Poland: 270 Services offered: IT, lettershop, logistic conract center & back office, loyalty programs, financila services Management/Contact: Tomasz Wasikowski

Metro Services PL Tel.: 91 486 66 00 Number of employees in Poland: 45 (200 planned) Services offered: Finance and accounting

Świlcza near Rzeszów

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Nordic Consulting & Development Company Number of employees in Poland: 58 Services offered: IT Management/Contact: Paweł Finkielman – President of the Board (tel.: 91 88 19 600) Object Connect Year started in Poland: 2008 Number of employees in Poland: 25 Services offered: IT Stream Global Services Year started in Poland: 2005 Number of employees in Poland: 280 Services offered: Call center Sunrise finance Year started in Poland: Number of employees in Poland: 117 Services offered: CC TietoEnator Sp. z o.o.

Year started in Poland: 1999 Number of employees in Poland: 500 Services offered: IT Management/Contact: Michał Szostkowski Unicredit Business Partner Year started in Poland: 2008 Number of employees in Poland: 350 Services offered: Finance and Accounting Unizeto Number of employees in Poland: 204 Services offered: IT Management/Contact: Andrzej Bendig-Wielowiejski – President of the Board Szczecin Tieto Poland Sp. z o. o.

Year started in Poland: 2006 Number of employees in Poland: May 2011- 1100 employees Services offered: IT services, R&D services, Industry specific Management/Contact: Ireneusz Miski – Prezes Zarządu,Country Manager Poland, Finance Partner Tieto New Markets Toruń Allegro IT Center Year started in Poland: 1999 (since 2008 in Toruń) Number of employees in Poland: ca 50 (in Toruń) Services offered: IT Cemtel Year started in Poland: 2000 Number of employees in Poland: 70 Services offered: Customer support Contact Center Year started in Poland: 1999

2014

SSCs/BPOs in Poland Manager’s Profile

Why Gdansk?

The location in Gdansk was selected because of a) the existing business service center infrastructure, b) the cost level and c) availability of skilled workforce.

Kemira Business Center is a new unit starting back in spring 2013, growing rapidly toward 180 team members by Q3 2014. The focus in this period has been very much on the organizational set-up, recruitment, process transfer and its stabilization. We are a “captive” business unit, and as such providing services exclusively to Kemira entities across EMEA region.

Specific advice to other firms considering setting up BPO/SSC operations in CEE/Poland: Poland offers great availability of skilled and ambitious workforce which is one of the key factors for success (though long-term strategy can help in managing expectations). The right governance and positioning of the business services within your broader organizational structure

2014

will limit change-management pain (coming naturally as you develop).

Tell us about employee issues and observations.

We started the journey back in July 2013 as a “greenfield”. After just 8 months we have become a strong team with 120 members (as of April 2014), with plans to reach 180 by the end of 2014. Our project has been a multifunctional start up, establishing 4 different functions: customer service, finance, procurement and IT. Services have been transferred from 6 smaller European locations. As per our internal design principle while recruiting we are addressing primarily people with relevant business experience (not graduates). Great “soft” profile including problem solving skills, goal orientation and abilities to virtually communicate was an important building block. The necessity to be native (or close to) in the languages of our customers was a final key requirement. In order to achieve/meet our recruitment plan we “cast the net” broadly: searching for candidates Europe-wide.

Now almost 20% of our team are foreigners and some 25% of our Polish-speaking team is comes from outside the local Pomerania Region. Combined with a healthy, nearly 50:50 male/female ratio and average age of 33, it makes us a very vibrant team and an appealing place to work. On the challenges side, it was

surprisingly fast completion of the entire Leadership Team (Managers + Team Leaders) particularly within the finance and logistics sectors.

What surprise you in the “set-up” process?

The Kemira project did not deliver many surprises, since its my fourth greenfield location set-up. But a few observations: Positives: • cooperation with local authorities and institutions has been excellent.

• rich availability of right quality office space Negatives/Improvements needed: • Lower than expected availability of right candidates for Leadership positions.

Tell us about cost savings Kemira has achieved through this move.

The annual cost savings target for the planned support functions reorganization in EMEA is expected to be close to EUR 10 million and so far we are well aligned in realization.

Arek Rochowczyk has some 15+ years of experience in regional & global leadership positions primarily within the Shared Services sector. A “builder” with strong greenfield projects track record executed on key continents. Hands-on experience in customer-oriented global shared services and outsourcing relationships.

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51 CEE Shared Services

What is Kemira doing in Poland?

Kemira Business Service Center is a new greenfield and captive business service unit located in Gdansk. We are a subsidiary of Kemira Oyj, the global chemicals company serving customers in water-intensive industries. We started the journey in Poland back in spring 2013 aiming to centralize customer service, finance, procurement and IT services for EMEA region by the end of Q3 2014.

We are well on-track to making the entire transition successful, and we are already providing independent services in all the above-mentioned functions. The success in our current activities enabled us to take the next-step decision of centralizing complex logistics processes as well as building full scope of SAP Competence Center (CoE).

We are aiming to become a “Consistent, Sustainable and Successful Business Partner” rooted in our Scandinavian culture and values, as cornerstones for our current and future successes.

and Outsourcing Directory

Arek Rochowczyk Managing Director & Head Business Service Center Kemira Business Service Center Kemira Oyj (Finland)

SSCs/BPOs in Poland Manager’s Profile

your organization does not have experience of setting up service operations, or experience of the region.

and Outsourcing Directory

Eoin McCoy Solutions Delivery Leader and Site Leader GE Healthcare – LifeSciences (Krakow) Parent Company: GE Healthcare

CEE Shared Services

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GE Healthcare is new in Krakow. Why Krakow and why now?

Our centre was set up to support GE Healthcare’s business across the globe, with opportunities for developers, system analysts, application consultants, application architects and senior-level leaders. The goal is for the positions to launch long-term careers within GE Healthcare’s IT organization. GE Healthcare chose Poland as the location for this Global Centre not only due to the region’s pool of skilled technology experts, but also following the company’s long term commitment as an investor and supplier of new technologies in Central and Eastern Europe. GE Healthcare has seen firsthand this market’s highly valuable expertise and now this Global Centre of Excellence allows us to further grow our talent base here, bringing outstanding people and knowledge into our business.

How has your business changed in CEE over the last 2-3 years? And what do you foresee in the next 2-3 years?

As a new centre, the next 2-3 years are the key focus. Last year we announced that 150 highly skilled jobs are expected to be created at the centre during 2014. Based on early successes with the location and calibre of talent we have been able to bring into the centre, we also see an opportunity for long-term careers with GE Healthcare’s IT organization and other areas of GE.

Employment issues?

In 2013, we announced that 150 highly skilled jobs are expected to be created at the centre throughout 2014. The core engineering, problem solving and analytical competencies are very strong in this region – likely partly a result of a very focused academic environment. That skill-set translates very well into building a technical competency centre. Organisations should recognise an ongoing need to invest in developing talent. The market development over the last 15 years has helped identify and nurture the talent pool.

Do you provide external services ?

Service scope for the centre is internal to GE Healthcare IT only.

Any specific advice to other firms considering setting up SSC/BPO operations in CEE: 1. Be clear about the business drivers for your centre. Is it cost or quality?

The region is quickly moving along the curve going from a “low cost” location to a “value add” location that can provide valuable expertise and experience.

2. Consider your vision rather than immediate needs. Think and plan for what your centre capability should look like in 3-5 years.

3. Identify your core leadership team immediately, recognizing that an experienced team can provide a strong guarantee for success, especially if

What has surprised you about the greenfield start-up?

On the positive side, the speed at which the talent we have brought into the organization has been able to integrate into our global teams, develop productive relationships and establish a positive reputation.

On the “improvement” side, we are striving to continue to prove why GE is an employer of choice for talent in this local market.

Eoin McCoy is the Site Leader for GE Healthcare in Krakow. This role is combined with a technology delivery role as Solutions Delivery Leader for GE Healthcare Life Sciences IT. This GE centre is Eoin’s third green-field operation setup in Krakow, having previously set up and run centres for Sabre Holdings (2000) and AonHewitt (2005).

Number of employees in Poland: ca 1000 Services offered: Customer support

OpusCapita Services offered: F&A, HR, IT

CTDP Year started in Poland: 1999 Number of employees in Poland: ca 1000 (in 2008) Services offered: Customer support

Randstad Polska Year started in Poland: 1994 Number of employees in Poland: Unknown Services offered: HR

Cyfrowy Polsat Year started in Poland: 1992 (since 2010 in Toruń) Number of employees in Poland: ca 300 (in Toruń) Services offered: Customer support

Telbridge Year started in Poland: 2002 Number of employees in Poland: ca 540 (in 2012) Services offered: Customer support

Itella Information Year started in Poland: 2007 (since 2011 in Toruń) Number of employees in Poland: ca 280 (in Toruń) Services offered: F&A, HR, IT

Telmon Year started in Poland: 2011 Number of employees in Poland: ca 350 Services offered: Customer support

Manpower Polska Year started in Poland: 2001 Number of employees in Poland: Unknown Services offered: HR

Wrocław

ACN Year started in Poland: 2006 Services offered: BPO (contact centre)

Geoban SA Oddział w Polsce Year started in Poland: 2008

Acturis Services offered: R&D

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Number of employees in Poland: 600 Services offered: Banking operations – Santander group shared services Management/Contact: Raimo Kesti – General Manager (tel.: 519 517 574; rkesti@geoban.es) Randstad Payroll Solutions Sp. z o.o.

Year started in Poland: 1998 Number of employees in Poland: 50 Services offered: Payroll and HR file administration Management/Contact: Katarzyna Plucinska – Managing Director (tel.: 512 352 179; katarzyna.plucinska@ pl.randstad.com) 3M

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SSCs/BPOs in Poland

Becton Dickinson Year started in Poland: 2012 Services offered: BPO (HR) Management/Contact: Wim De Jonge Birlasoft Services offered: IT BL Stream Year started in Poland: 1999 Services offered: IT Management/Contact: Piotr Anioła BNY Mellon Year started in Poland: 2008 Services offered: BPO (F&A) Management/Contact: Martin Ring

Dolby Year started in Poland: 2012 Services offered: R&D Management/Contact: Łukasz Bratek

Catlin Year started in Poland: 2013 Services offered: BPO (F&A)

Eagle (BNY)

Center of Excellence CREDIT SUISSE (Poland) Year started in Poland: 2007 Number of employees in Poland: 564 Services offered: Finance & Accounting, HR, Procurement, Customer Service, Financial Services, Knowledge Process Outsourcing, IT Support, Reporting, Design & Publishing Services Management/Contact: Arthur Baenziger

Enabledware Services offered: BPO

Central Europe BPO

Espotel Year started in Poland: 2010 Services offered: R&D Management/Contact: Maciej Sibiński (tel.: 668 181 511; maciej.sibinski@espotel.com)

Credit Safe Number of employees in Poland: 50 Services offered: R&D in Financial Creditsafe Services offered: BPO

brightONE Services offered: R&D

Crisil Irevna Services offered: KPO

Capgemini, Software Solutions Center Year started in Poland: 2004 Number of employees in Poland: 500 Services offered: Systemy IT, SAP Management/Contact: Piotr Poprawski (piotr.poprawski@ capgemini.com)

CSS Corp Services offered: IT

Ernst&Young Year started in Poland: 2011 Number of employees in Poland: 200 Services offered: Finance Management/Contact: Dariusz Sus (tel.: 883 326 888)

Fagor Mastercook Services offered: R&D (Whitegoods) Management/Contact: Ireneusz Bartnikowski Fresenius Kabi Services offered: BPO (F&A) Global e-Business Operations Sp. z o.o.

50‑024 Wrocław, Świdnicka 40 Tel.: 22 777 96 33 Year started in Poland: 2005 Services offered: Finance and Accounting, Human Resources, Payroll, Customer Service, Marketing Expansion plans in Poland: We plan to extend the portfolio of our services and grow our business. We

Diehl Controls Number of employees in Poland: 65 Services offered: R&D (Whitegoods) Management/Contact: Juergen Hirath

Casus Finance Year started in Poland: 1997

Green office complexes Business Garden is an innovative concept of green office complexes located in Warsaw, Poznań and Wrocław in key points of the cities.

In each case these investments offer great flexbility in space adaptation and access to various amenities within the complex.

Leasing:

+48 22 370 14 44 or visit: ww.businessgarden.pl

Business Garden Wrocław

Investor / Developer: SwedeCenter Sp. z o.o., www.swedecenter.pl

- 8 office buildings, 110 000 m2 - First phase completion 2016

2014

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and Outsourcing Directory

Balluff Services offered: R&D

Services offered: BPO (HR, IT, F&A) Management/Contact: Adrian Marszałek

53 CEE Shared Services

Atos Year started in Poland: 2009 Services offered: R&D IT

SSCs/BPOs in Poland wish to deliver even more advanced processes to our internal and external clients and continue the employment growth.

Management/Contact: Agnieszka Orłowska (agnieszka. orlowska@hp.com) Globalne Centrum Biznesowe HP (Global e-Business Operations sp. z o.o.)

Year started in Poland: 2005 Number of employees in Poland: 2500 Services offered: Finance and accounting, HR Management/Contact: Agnieszka Orłowska

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Google Year started in Poland: 2007 Services offered: BPO (marketing) Management/Contact: Radosław Kokot

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Hamilton Sundstrand Services offered: R&D Hicron Year started in Poland: 2006 Services offered: ITO Management/Contact: Bartosz Fudala IBM Services offered: IT IBM Global Services Delivery Centre Poland Sp. z o.o.

Year started in Poland: 2010 Number of employees in Poland: 2000 Services offered: SSC IT Management/Contact: Stefan Stangret Impel Year started in Poland: 1991 Services offered: BPO (HR, IT, F&A) Management/Contact: Grzegorz Dzik Infusion Year started in Poland: 2012 Services offered: ITO Irevna Number of employees in Poland: Planned 100 Services offered: KPO Center (Mathematics) JP Weber Year started in Poland: 2004 Services offered: BPO (F&A) Management/Contact: Marcin Dudarski KPIT Cummins Number of employees in Poland: 40 Services offered: Accounting Center Kruk Year started in Poland: 1998 Services offered: BPO (F&A) Management/Contact: Piotr Krupa Luxoft Year started in Poland: 2013 Services offered: ITO Management/Contact: Przemek Berendt – Vice President McKinsey&Company Number of employees in Poland: Planned 100 Services offered: KPO Management/Contact: Mark Lobo

Merck Services offered: BPO (HR) Minetronics Year started in Poland: 2008 Services offered: R&D Management/Contact: Christoph Müller Mphasis Services offered: HR, Accounting (Nokia Solutions and Network) Number of employees in Poland: 900 Services offered: IT R&D Objectivity Services offered: IT Opera Software Number of employees in Poland: 150 Services offered: IT R&D Management/Contact: Erik Harrell Parker Hannifin Services offered: BPO (F&A) PNC (PFPC) Number of employees in Poland: 200 Services offered: BPO (Finance) PPG Year started in Poland: 2010 Services offered: R&D Management/Contact: Anna Łatoszyńska QAD Number of employees in Poland: 50 Services offered: R&D Management/Contact: Jarosław Jaśkiewicz Qatar Airways Year started in Poland: 2012 Services offered: BPO (contact centre) Management/Contact: Dorota Kowalewska Qiagen Year started in Poland: 2012 Services offered: BPO (F&A) Management/Contact: Małgorzata Karpińska REC Global 53‑611 Wrocław, Strzegomska 46B Tel.: 71 711 8011 e-mail: biuro@rec-global.com www.rec-global.com Year started in Poland: 2007 Number of employees in Poland: 260 Services offered: ICT, software engineering services Expansion plans in Poland: REC Global provides software engineering services worldwide. The group sales primarily to foreign markets – more than 95% of revenues comes from international projects.

Management/Contact: Krzysztof Kuliński (tel.: 71 711 80 11) Radomir Grucza (tel.: 71 711 80 11) Małgorzata Rak (tel.: 71 711 80 11) Redknee Year started in Poland: 2013 Services offered: R&D IT Management/Contact: Józef Augustynów Remy International Services offered: R&D (Automotive)

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Research & Engineering Center Sp. z o.o.

Year started in Poland: 2007 Number of employees in Poland: 222 Services offered: IT, Software development services Management/Contact: Krzysztof Kuliński Rinf Year started in Poland: 2003 Services offered: ITO Management/Contact: Aleksander Lewicki Ruukki Year started in Poland: 2005 Number of employees in Poland: 50 Services offered: BPO (F&A) Santander Consumer Bank Number of employees in Poland: Planned 300 Services offered: BPO Management/Contact: Sebastian Łękawa Siemens AG Number of employees in Poland: 50 Services offered: R&D IT(Software) Management/Contact: Henryk Wójcik Sii 53‑413 Wrocław, Gwiaździsta 66 Tel.: 71 758 22 90 e-mail: informacja-wroclaw@pl.sii.eu www.pl.sii.eu Year started in Poland: 2009 Number of employees in Poland: 240 Services offered: IT, inżynieria przemysłowa Expansion plans in Poland: Sii Wrocław w 2014 roku planuje rozwinąć współpracę z klientami zarówno na rynku lokalnym, jak również za granicą.

Planujemy silną ekspansję zagraniczną w modelach offshoring i nearshoring. Rozwijamy także usługi w obszarach konsultingu, integracji systemów i aplikacji IT, budowy aplikacji dedykowanych dla klientów (w tym aplikacji mobilnych) dla sektorów: motoryzacyjnego, bankowego, produkcyjnego, telekomunikacyjnego i innych. W kolejnym roku Sii, które w 2013 przeniosło się do najwyższego biurowca w Polsce, Sky Tower, planuje dalszą rozbudowę powierzchni biurowej w tym budynku.

Management/Contact: Gregoire Nitot (tel.: 22 486 37 37; informacja@pl.sii.eu) Paweł Maksymczak (tel.: 71 758 22 90; informacja-wroclaw@pl.sii.eu) SMT Year started in Poland: 2002 Services offered: IT Management/Contact: Sebastian Łękawa Synexus Services offered: BPO (F&A), IT Techland Year started in Poland: 1991 Services offered: IT Management/Contact: Paweł Marchewka Tequila Mobile Year started in Poland: 2008 Services offered: IT Management/Contact: Wojciech Woziwodzki Tieto Poland Sp.z o. o.

Year started in Poland: 2008 Number of employees in Poland: May 2011- 1100 employees

2014

SSCs/BPOs in Poland Manager’s Profile

Explain why your company set up operations in CEE. In March 2013 Convergys acquired Stream Global Services. A major factor that influenced this acquisition was Stream’s well established pan European footprint, consisting of 24 contact centre operations in 11 European countries. CEE has emerged as an attractive outsourcing region, offering a cost-competitive environment, along with a highly educated workforce, making it ideal for delivering contact centre service solutions.

The geographical and cultural proximity of CEE countries to the rest of Europe makes it an attractive destination for all types of outsourcing activities. The fact that the local infrastructure allows major cities in the region to be reached quite easily is an important factor too, particularly when you consider the increasing need for client management to visit BPO contact centres as the complexity and scope of these operations become more integral with the clients’ businesses.

2014

In addition, CEE has proved to be a competent BPO destination due to other factors, such as high quality educational structures; positive work cultures; favourable investment climates; solid infrastructures; diverse range of language skills; and the availability of suitable, cost efficient and modern office accommodation.

How do you expect the business to develop in CEE ?

Our presence in the CEE region extends to more than a decade. In mid 2014 we opened our second Polish contact centre in Lublin, creating 250 new jobs. This investment was triggered by the need to deploy a range of scalable and innovative multichannel contact solutions to service the German market, for a new client, a major European mobile telecommunications provider.

By offering a close cultural alignment to many parts of the European Union, lower cost base, and a vast pool of highly educated, skilled and multilingual workforce, the CEE region provides an ideal location.

Therefore we anticipate that more of our clients will begin to choose CEE locations to service their customers in Europe (including Russia) and also the Middle East.

Advice to other firms considering setting up BPO/SSC operations in CEE?

1. Don’t underestimate the importance of culture. Choose a location which offers the best cultural fit with the customers you are engaging with.

2. Choose a location that is scalable, that offers a sustainable supply of talent; a highly educated and skilled workforce with a demographic that matches your customers.

3. Ensure that you have a local management team in place that is continuously seeking new ways to innovate your business, to drive efficiencies and the desired outcomes.

Specific cost savings that your firm has achieved?

By deploying CEE near-shore BPO solutions as an alternative to onshore operations in Northern, Western and many parts of Southern Europe, businesses can expect to achieve cost savings in the region of 15-25%.

Cormac Twomey brings over 20 years’ experience at a senior level to Convergys, 15 of which have been in the BPO sector. Based in Manchester (UK), he is responsible for the continued success and further development of Convergys EMEA overseeing 27 sites in 12 countries. He has previously held positions with PricewaterhouseCoopers, O2, TeleTech and Ventura prior to joining Stream Global Services in 2011 which was then acquired by Convergys in 2014.

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55 CEE Shared Services

What is Convergys doing in CEE? Through our Central and Eastern European (CEE) contact centres in Szczecin (Poland), Sofia (Bulgaria) and Berlin (Germany) we provide a mix of multilingual onshore and near-shore BPO solutions to service Europe and the Middle Eastern markets. We are continuing to grow and invest in CEE, most notably with the recent opening of our fourth contact centre based in Lublin, Poland.

On a global basis, Convergys delivers consistent, quality customer experiences in 47 languages and from more than 150 locations around the globe. We partner with our clients to improve customer loyalty, reduce costs, and generate revenue through an extensive portfolio of capabilities, including customer care, analytics, tech support, collections, home agent, and end-to-end selling. We are committed to delighting our clients and their customers, delivering value to our shareholders, and creating opportunities for our talented, caring employees, 125,000-strong in 31 countries around the world.

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Cormac Twomey Managing Director EMEA Convergys Parent Company: Convergys Corporation

SSCs/BPOs in Poland Services offered: IT services, R&D services, Industry specific Management/Contact: Ireneusz Miski – Prezes Zarządu,Country Manager Poland Transition Technologies UPS Number of employees in Poland: 316 Services offered: Accounting Management/Contact: Joerg Keitel UTC Aerospace Systems

and Outsourcing Directory

Viessmann Year started in Poland: 2012 Services offered: R&D Management/Contact: Łukasz Wierzchowski

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Volvo Year started in Poland: 2004 Number of employees in Poland: 500 (100 in IT) Services offered: Accounting, administration, IT Management/Contact: Bengt Lundström Wabco Number of employees in Poland: 40 Services offered: R&D (Automotive) Management/Contact: Sean Brown Whirlpool Number of employees in Poland: 100 Services offered: R&D (Whitegoods) Management/Contact: Marian Sepesi Wipro Number of employees in Poland: 150 Services offered: HR Service Center Bielany Wrocławskie getsix Holding Sp. z o.o.

55‑040 Bielany Wrocławskie, Szwedzka 5 Tel.: 71 388 13 00 e-mail: marlena.stilger@getsix.pl www.getsix.eu Year started in Poland: 2006 Number of employees in Poland: 66 Services offered: Accounting & Payroll, Tax & Legal, Business Services & Consulting, IT Sales & Services Management/Contact: Monika Martynkiewicz-Frank (tel.: 71 388 13 00; wroclaw@getsix.pl) Claus Frank Other Bytom Contact Center Liberty

Number of employees in Poland: In Poland: 5915 Services offered: Telesales, sales support, databases, call centre, debt recovery, marketing research, office services, voice recordings, business consultancy, handling overflow traffic, contact centre virtualisation Management/Contact: Jakub Kłoczewiak – President of the Management Board

BSS Polska Sp. z o.o.

Management/Contact: Karol Ptasznik – President of the Board Liberty Poland Ciechanów Contact Center sp. z o.o.

Year started in Poland: 1999

Grójec

Częstochowa

Faurecia Number of employees in Poland: 100 Services offered: R&D

Call Center Inter Galactica (branch) Year started in Poland: 2002 Services offered: Call Center, research

Kętrzyn

Telbridge (branch) Year started in Poland: 2007 Services offered: Call Center

Philips Services offered: R&D Konin

TRW Automotive Year started in Poland: 2007 Number of employees in Poland: 190 Services offered: Accounting services Management/Contact: Robert Głowacki (tel.: 34 390 26 00; robert.glowacki@trw.com)

arvato services (branch of Bertelsmann Media Sp. z o.o.)

Year started in Poland: 2010 Services offered: BPO – telesales

Elbląg

Contact Center sp. z o.o.

Year started in Poland: 1999 Number of employees in Poland: In Poland: 5915 Services offered: Telesales, sales support, databases, call centre, debt recovery, marketing research, office services, voice recordings, business consultancy, handling overflow traffic, contact centre virtualisation Management/Contact: Jakub Kłoczewiak – President of the Management Board

Alstom Best S. A. Contact Center sp. z o.o.

Year started in Poland: 1999 Number of employees in Poland: In Poland: 5915 Services offered: Telesales, sales support, databases, call centre, debt recovery, marketing research, office services, voice recordings, business consultancy, handling overflow traffic, contact centre virtualisation Management/Contact: Jakub Kłoczewiak – President of the Management Board FLSmidth MAAG Gear AG 82‑300 Elbląg, Stoczniowa 2 Tel.: 55 236 47 30 e-mail: mge@flsmidthmaaggear.com www.flsmidth.com Year started in Poland: 199 Number of employees in Poland: 65 Services offered: Biuro Techniczne i Logistyczne Management/Contact: Artur Leonowicz (tel.: 55 236 47 30; mge@flsmidthmaaggear.com) Info Power Sp. z o.o.

Year started in Poland: 2000 Number of employees in Poland: 42 Management/Contact: Jacek Makarewicz – President of the Board Jerzy Olszewski – Vice President of the Board

Krosno

Lębork TIM Outsourcing Year started in Poland: 2012 Number of employees in Poland: 115 Services offered: F&A Mierzyno Calling Poland Services offered: Call Center Orange Services offered: Call Center Sonion Services offered: F&A Mława LG Electronix Services offered: R&D Myślenice

Chorzów Biuro Projektowania Systemów Cyfrowych (BPSC) SA

OPEGIEKA Sp. z o.o.

82‑300 Elbląg, al. Tysiąclecia 11 Year started in Poland: 1984 Number of employees in Poland: 110 Management/Contact: Beata Górska (tel.: 55 237 60 19)

InfoPower Sp.z o.o.

82‑300 Elbląg, Stoczniowa 2 Tel.: 55 236 46 04 e-mail: infopower@infopower.pl www.infopower.pl Year started in Poland: 2000 Number of employees in Poland: 40 Services offered: IT, IT – ERP Center, HR – personal services, Finance Management/Contact: Jacek Makarewicz (tel.: 55 236 46 49; infopower@infopower.pl) Jerzy Olszewski (tel.: 55 236 46 11; infopower@ infopower.pl)

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Cooper-Standard Services offered: R&D Olsztyn Centrum Rozliczeniowe Banku CITI Handlowego Transcom Worldwide Poland Sp. z o.o.

Number of employees in Poland: more than 250

2014

SSCs/BPOs in Poland Olsztyn

Services offered: IT

France Telecom Services offered: Call center

Blue Media Year started in Poland: 1999 Number of employees in Poland: 300 Services offered: IT

Piła Phillips Services offered: R&D

Services offered: Telesales, sales support, databases, call centre, debt recovery, marketing research, office services, voice recordings, business consultancy, handling overflow traffic, contact centre virtualisation Management/Contact: Jakub Kłoczewiak – President of the Management Board

Goyello Number of employees in Poland: 40 Services offered: IT Management/Contact: Peter Horsten – CEO

Pruszcz Gdański

EATON AUTOMOTIVE Year started in Poland: 2005 Number of employees in Poland: 10 Services offered: R&D

Sosnowiec

Contact Center sp. z o.o.

Year started in Poland: 1999 Number of employees in Poland: In Poland: 5915 Services offered: Telesales, sales support, databases, call centre, debt recovery, marketing research, office services, voice recordings, business consultancy, handling overflow traffic, contact centre virtualisation Management/Contact: Jakub Kłoczewiak – President of the Management Board

Tarnowskie Góry

Pilkington Automotive

Sitel Number of employees in Poland: 11 Services offered: BPO Call Centre Management/Contact: Danuta Paruzel – President

Sopot

Tczew

Atena Year started in Poland: 1991 Number of employees in Poland: 500

Contact Center sp. z o.o.

Year started in Poland: 1999 Number of employees in Poland: In Poland: 5915

Sandomierz

Witax Year started in Poland: 2010 Number of employees in Poland: 20 Services offered: F&A OpusCapita Year started in Poland: 2005 Number of employees in Poland: 100 Services offered: Finance, IT Management/Contact: Miikka Savolainen – Managing Director (tel.: 512 363 137; miikka.savolainen@itella. com) Tychy Orange Number of employees in Poland: 100-200 Services offered: SSC Zielona Góra ABD

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2014

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Rawa Mazowiecka

Contact Center sp. z o.o.

Year started in Poland: 1999 Number of employees in Poland: In Poland: 5915 Services offered: Telesales, sales support, databases, call centre, debt recovery, marketing research, office services, voice recordings, business consultancy, handling overflow traffic, contact centre virtualisation Management/Contact: Jakub Kłoczewiak – President of the Management Board

57 CEE Shared Services

Humax Services offered: R&D

SSCs/BPOs in Czech Republic

Czech Republic

and Outsourcing Directory

Accenture Services s.r.o.

Prague Tel.: +420 221 984 545 e-mail: prague@accenture.com www.accenture.cz Number of employees: 1300 Services offered: Financial services, accounting, purchasing, customer support, HR

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Ariba Czech s.r.o.

Prague Tel.: +420 225 372 600 www.ariba.com Number of employees: 66 Services offered: Commodity purchasing, cost-management support Barclays Prague Tel.: +420 261 097 800 e-mail: corporate.communications@barclays.com www.barclays.co.uk Services offered: Financial and accounting services in European languages Clearstream Operations Prague s.r.o.

Prague Tel.: +420 296 429 111 www.clearstream.com Number of employees: 185 Services offered: Financial services and accounting

Covidien AG, organizacni slozka Prague Tel.: +420 236 073 100 e-mail: reception.prague@covidien.com www.covidien.com Number of employees: 150 Services offered: Fin. operations, account. and other strategic services for the company network in EMEA. CSC Prague Tel.: 703 876 1000 www.csc.com Number of employees: 400 Services offered: Fin/acc/IT/CCC, EMEA region coverage DHL Prague Tel.: +420 736 532 860 Number of employees: 1300 Services offered: SSC (IT) DSGI Brno Number of employees: 400 Services offered: SSC (fin/acc),CCC eBay Prague

www.ebay.com Number of employees: 100 Services offered: Analysis and marketing Edwards Services Brno Tel.: +420 776 793 732 Number of employees: 100 Services offered: SSC (fin/acc) / CCC ExlService (Schneider Logistics) Olomouc Tel.: +420 585 577 111 Number of employees: 173 Services offered: SSC (fin/acc/CCC) ExxonMobil Business Support Centre Czechia s.r.o.

Prague Tel.: +420 221 457 385 www.exxonmobil.com Number of employees: 1100 Services offered: Customer services, procurement, credit, accounts payables Foxconn Pardubice,Kutna Hora Tel.: +420 466 057 200 www.foxconn.cz Number of employees: 260 Services offered: Financial and accounting services in European languages Grupo Atento Prague, Brno, Liberec Tel.: +420 234 600 111 Number of employees: 1000

Czech: Building its complexity In Czech Republic approximately nearly 80% of the whole industry are captive Shared Services Centers and the rest is run by third-party outsourcing providers (BPOs). In both cases services are often delivered as a part of a Global Delivery Model.

From that perspective the Czech Republic landscape seems to be conservative. The center of gravity is on the side of traditional outsourcing areas, mainly Finance & Accounting, IT Service and Customer Service. The trend over previous years shows that Finance and Accounting services has stayed strong.

Over the last 3 years the headcount in this area has grown by 24% and in terms of absolute numbers F&A is by far the strongest field. At the same time IT Services and Customer Services grew respectively 3.7 and 2.2 times. This shows that activities are shifting steadily towards processes requiring engineering knowledge and high fluency of European languages.

We can also observe a big qualitative change with regards to the processes which were moved to the centers in previous years. Such processes are becoming more mature, with a common strategy of process development, unified targets and high level of process harmonization, optimization and automation.

More and more often growth in areas like Finance and Accounting or IT is not only related to the mere addition of volumes of the same work, but is the result of the transition of processes which are

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more complex and where expert knowledge is required. Financial Reporting and Analysis, Consolidation of Financial Statements, SOX services, Business Transformation consulting, 2nd and 3rd line technical support or Software Maintenance & Development are some of the examples of increasing complexity within traditional areas.

Another observation is that Czech SSC/BPO centers are taking over complex processes which are outside of the traditional scope of industry activities.

Among the examples are marketing activities, underwriting support or the preparation of legal documents. The members of the industry are learning from each other. The examples of successful implementations of complex process in near-shore locations within the Czech Republic is a strong argument for other centers to go beyond their initially- agreed scope of activities. n

2014

SSCs/BPOs in Czech Republic

HAVI Logistic Shared Services s.r.o.

Prague Tel.: +420 312 709 011 www.havilog.com Number of employees: 100 Services offered: Financial services, accounting Honeywell Prague Tel.: +420 242 442 111 www.honeywell.cz Number of employees: 500 Services offered: Financial and accounting services, call centre HSBC Service Delivery (Czech Republic) s.r.o.

Ostrava Tel.: +420 225 024 555 www.hsbc.com Number of employees: 440 Services offered: Customer centre IBM Brno Tel.: +420 272 131 177 Number of employees: 2600 Services offered: BPO (IT)

InBev Business Services Czech s.r.o.

Prague Tel.: +1 212 573 9281 www.inbev.com Number of employees: 260 Services offered: Financial and export services for both external partners as well as company subsidiaries in various European countries Infosys BPO s.r.o.

Brno Tel.: +420 542 212406 e-mail: infosysbpo@infosys.com www.infosys.com Number of employees: 400 Services offered: Sales Order Management, Finance and Accounting, Insurance Services, Banking International SOS Assistance Prague Tel.: +420 222 111 111 Number of employees: 100 Services offered: SSC (fin/acc) Interoute Czech s.r.o.

Prague Tel.: +420 225 353 111 www.interoute.cz

Number of employees: 300 Services offered: Customer support in European languages Johnson & Johnson Prague Number of employees: 400 Services offered: Global financial services for Johnson & Johnson (J&J) affiliates throughout Western Europe operating in eight languages.

Johnson Controls Ceska Lipa Tel.: +420 567 322 883-5 www.johnsoncontrols.com Number of employees: 90 Services offered: Accounting, HR, IT services in European languages LAPP KABEL s.r.o.

Otrokovice Tel.: 420 573 501 000 e-mail: info@lappgroup.cz www.lappgroup.cz Number of employees: 55 Services offered: Financial services, accounting Lufthansa Brno Number of employees: 300 Services offered: SSC/CCC MANN HUMMEL Trebic Tel.: +420 568 898 111 e-mail: cz.info@mann-hummel.com www.mann-hummel.com

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Icon Communication Center Prague, Olomouc, Brno Tel.: +420 221 709 201 Number of employees: 300 Services offered: BPO (CCC)

IDS Scheer Brno Tel.: +420 235 517 860 e-mail: info-cz@softwareag.com www.ids-scheer.com Number of employees: 30 Services offered: Financial and accounting services in European languages

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Services offered: BPO (CCC)

2014

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SSCs/BPOs in Czech Republic Number of employees: 40 Services offered: SSC (fin/IT) Mediclinic a.s.

Brno Tel.: +420 549 121 548 e-mail: info@mediclinic.cz www.mediclinic.cz Number of employees: 70 Services offered: Finance, accounting,services in European Languages

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Monster Prague, Brno www.monster.com Number of employees: 800 Services offered: Finance, accounting in 14 European languages

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Motorola Brno Number of employees: 260 Services offered: SSC, CCC, repair centre NonStop s.r.o Pardubice Tel.: +420 466 266 720 e-mail: info@nonstop-pharma.com www.nonstop-sro.cz Number of employees: 40 Services offered: Recruitment Norgren Brno Tel.: +420 532 278 111 www.norgren.cz Number of employees: 30 Services offered: Financial and accounting services OKIN GROUP, a.s.

Prague Tel.: +420 724 614 658 e-mail: bpo.praha@okin.eu www.okin.eu Number of employees: 400 Services offered: Building management ON Semiconductor Roznov pod Radhostem

Number of employees: 94 Services offered: SSC (finance, accounting, supply mng, logistics, HR) Oracle Prague Tel.: +420 221 438 150 e-mail: info_cz@oracle.com Number of employees: 650 Services offered: SSC PPG Industries Czech Republic, s.r.o.

Tel.: +420 371 791 081 www.ppg.com Number of employees: 120 Services offered: Financial services and accounting Regus EMEA FSC s.r.o.

Prague Tel.: +420 222 191 100 www.regus.com Number of employees: 200 Services offered: Workplace outsourcing Salmon Software Olomouc Tel.: +420 775 995 661 www.salmonsoftware.ie

SITA Prague Tel.: +420 221 180 111 e-mail: info@sita.cz www.sita.cz Number of employees: 100 Services offered: Finance, accounting, IT, CCC, English French, Arabic, CEE TESCO STORES Prague, Brno Tel.: +420 272 087 111 e-mail: info@cz.tesco-europe.com www.tesco.com Number of employees: 500 Services offered: Financial and accounting services Unicredit Group Prague Tel.: +420 221 112 111 e-mail: info@unicreditgroup.cz www.unicreditbank.cz Number of employees: 120 Services offered: Transaction services in English and German

SAP Business Services Centre Europe s.r.o Prague Tel.: +420 257 118 111 www.sap.com Number of employees: 450 Services offered: Financial services, accounting Schneider Logistics Olomouc Tel.: +420 281 088 111 www.schneider.com Number of employees: 230 Services offered: Financial and accounting services Siemens Shared Accounting Services Prague, Frenstat p. Rad., Ostrava www.siemens.cz Number of employees: 850 Services offered: Procurement sourcing, accounting, financial services

Top Universities in Czech Republic Charles University Prague Masaryk University Brno Czech Technical University Prague Palacky University Olomouc University of South Bohemia České Budějovice Institute of Chemical Technology Prague Prague University of Technology Brno Brno Technical University Ostrava Ostrava University of Pardubice Pardubice University of Veterinary and Pharmaceutical Sciences Brno Brno University of Veterinary and Pharmaceutical Sciences Brno Mendel University of Agriculture and Forestry Brno Brno University of West Bohemia Pilsen Czech University of Agriculture Prague Mendelova univerzita v Brne Brno number of students academic year 2012/2013 – 341 599 (public education – 302 317) Source of University : URAP (University Ranking according to the Academic Performance)

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SSCs/BPOs in Czech Republic Manager’s Profile

How has your business changed in CEE over the last 2-3 years?

CEE region follows the global trend of moving back-office processes to a centralized environment and in particular to BPO providers who – due to scale and experience– are able to deliver expected results fast. Infosys BPO, being one of the leaders on the market, benefits from this trend. In last couple of years we grew significantly. The portfolio of services being delivered from CEE region moved towards more specialized, high-end and language- dependent processes. We foresee that this trend will continue in following years. Thanks to physical proximity, cultural fit and highly experienced labor force, outsourcing in EMEA region will be delivering more and more highend business functions like financial controlling or legal support.

Suggestions for other firm considering expansion in CEE? The CEE region offers very skilled labor pool but also labor market is com-

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petitive. It is very important to properly present value that your company will be able to give to employees not only in form of monetary compensation but mainly in terms of growth opportunities.

When choosing a location, the comparison should be done between particular cities rather than countries. Of course there are some slight differences between cultures or economic climate in CEE countries but ultimately your delivery center will strongly depend on very local employment market and infrastructure.

Employee Issues?

The employees in CEE region are skilled, very ambitious and hungry for growth opportunities. This gives companies opportunity to inject a lot of great ideas into the system and to improve their processes. The natural drive for innovation and transformation is well visible among employees. The market in Europe moves toward more high-end services. And this is in line with employees’ aspirations. As the overall experience of labor pool grows, employees look for roles where they can be more creative and use their experience in more flexible way. Transactional types of services are being accepted mainly by fresh graduates or employees without university degrees.

Ambition and dynamism of current CEE workforce allows companies to move quickly in their outsourcing programs but it also requires innovative human resources strategies which very quickly adapt to changing situation.

Biggest surprises about operating in CEE: Positives: Not sure if surprise, but definitely dynamism and drive for results of CEE workforce is one of the best advantages of the region.

Negatives/Improvements needed: There are significant differences in abilities to sell various CEE locations to potential investors. It is easy to cross out very good locations just because the local investment agency was not strong enough. While choosing right location for your delivery center it is very important to do diligent comparison based on data and feedback from other companies.

Specific cost savings that your firm achieves for clients?

Hard monetary savings are part of every contract Infosys BPO signs with its clients.

They are one of the main decision factors when our clients decide to partner with us. The overall savings reach tens of millions of dollars during last 10 years of Infosys BPO presence in Europe. There are many case studies available on InfosysBPO.com webpage which show how we were successful having number of our strategic delivery centers located in CEE region.

Drygala is responsible for Infosys transition programs in EMEA region. For 5 years he headed Infosys BPO delivery from two centers located in Brno and Prague in the Czech Republic. Earlier part of a management team that built the captive Shared Service Center of Philips employing over 600 people.

Financial background gained during first years of his career in Deloitte.

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61 CEE Shared Services

Tell us what an Indian BPO firm is doing in Czech Republic.

Infosys BPO has now delivery centers in multiple EMEA locations. The biggest being in Lodz in Poland and Brno in Czech Republic. While various grants and subsidies are being used, they were not the deciding factor to locate our operations there. Both locations were chosen because they allow Infosys BPO to deliver full portfolio of services with best talent at competitive prices.

Infosys BPO is an end-to-end outsourcing services provider. Infosys BPO addresses business challenges by applying proven process methodologies with integrated IT and business process outsourcing solutions. The company focuses on integrated end-to-end outsourcing and delivery of result-oriented benefits to our clients through reduced costs, ongoing productivity improvements, and process reengineering. Today it employs over 2600 people in EMEA region.

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Rafal Drygala EMEA Senior Program Manager – Transitions Infosys BPO Parent Company: Infosys BPO (HQ in Bangalore, India)

SSCs/BPOs in Hungary

Hungary

and Outsourcing Directory

Accenture Location: Budapest Year started in Hungary: 1992 Number of employees: 260 Center type: SSC Services: BPO services: accounting & finance Country of origin/HQs: Ireland Original profile: global management consulting, technology services and outsourcing company Captive BPO: BPO

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Adminex Company Location: Budapest Year started in Hungary: 2011 Number of employees: 200 Center type: SSC Services: Administration outsourcing Country of origin/HQs: UK Original profile: local solutions for administration Captive BPO: BPO Agco Location: Budapest Year started in Hungary: 2011 Center type: SSC, Center of Excellence Languages: English, German, French Services: Finance Country of origin/HQs: USA (Georgia) Original profile: farm equipment manufacturer Captive BPO: Captive Agoda Location: Budapest Year started in Hungary: 2011 Number of employees: 148 Center type: SSC Services: Customer Service Centre Country of origin/HQs: Singapore Original profile: hotel reservation company Captive BPO: Captive Albemarle Location: Budapest Year started in Hungary: 2009 Number of employees: 76 Center type: SSC, Center of Excellence Languages: English, German, Spanish, Italian, Dutch, French, Arabic, Polish, Russian,

Original profile: producer and marketer of oil and gas Captive BPO: Captive

Services: Finance Country of origin/HQs: USA (Lousiana) Original profile: chemical company Captive BPO: Captive Alcoa Location: Szekesfehervar Year started in Hungary: 2001 Center type: SSC Languages: English, German, Hungarian, French, Spanish, Italian, Dutch, Russian Services: Finance, Accounting, Billing services, Backoffice, Data-centre Country of origin/HQs: USA (Pannsylvania) Original profile: aluminium producer Captive BPO: Captive Avaya Location: Budapest Year started in Hungary: 2003 Number of employees: 80 Center type: CC Services: IT services Country of origin/HQs: USA (New Jersey) Original profile: provider of customer relationship management solutions Captive BPO: Captive Avis Europe Location: Budapest Year started in Hungary: 2003 Number of employees: 800 Center type: SSC Languages: 10 languages Services: Financial, Customer Services, Database, PtoP Country of origin/HQs: USA (New York) Original profile: car rental company Captive BPO: Captive BP Location: Budapest Year started in Hungary: 2009 Number of employees: 900 Center type: SSC (fully integrated business and decision support centre) Languages: 14 languages Services: Finance Country of origin/HQs: UK

Top Hungarian Universities Eotvos Lorand University (University of Budapest) Budapest University of Debrecen Debrecen Semmelweis University Budapest University of Szeged Szeged Budapest University of Technology and Economics Budapest University of Pecs Pecs Pannon Egyetem Veszprém Szent Istvan University Gödöllő Corvinus University of Budapest Budapest Central European University Budapest University of Miskolc Miskolc Number of students academic year 2013/2014 – 282 296 (full time students – 209 208) (Source: Hungarian Central Statistics Office)

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British Telecom Location: Budapest Year started in Hungary: 2001 Number of employees: 650 Center type: SSC+Centre of Excellence Languages: 19 languages Services: customer service, finance, commercial and business process support Country of origin/HQs: UK Original profile: telecommunication s provider Captive BPO: Captive British Telecom Location: Debrecen Year started in Hungary: 2007 Number of employees: 250 Center type: SSC+Centre of Excellence Languages: 19 languages Services: Regional Center of Excellence Country of origin/HQs: UK Original profile: telecommunications provider Captive BPO: Captive Budapest Bank/ GE Location: Bekescsaba Year started in Hungary: 2007 Number of employees: 600 Center type: CC Languages: Hungarian, English Services: Finance Country of origin/HQs: USA (Connecticut) Original profile: bank Captive BPO: Captive BUW Location: Pecs Year started in Hungary: 2006 Number of employees: 187 Center type: CC Languages: German Services: Call center Country of origin/HQs: Germany Captive BPO: Captive Celanese Location: Budapest Year started in Hungary: 2007 Number of employees: 400 Center type: SSC Languages: English, German, French, Spanish, Dutch, Swedish, Russian, Hungarian + other Services: Finance, treasury, Global AP, AR, GL, Customer Service, Logistics for EU and US Country of origin/HQs: USA (Texas) Original profile: chemicals, technology and specialty materials Captive BPO: Captive Celergo Location: Budapest Year started in Hungary: 2012 Number of employees: 8 Center type: SSC Services: Accounting, Tax compliance, Payroll Original profile: payroll service provider Captive BPO: BPO Cemex Location: Budapest Year started in Hungary: 2005 Number of employees: 208

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SSCs/BPOs in Hungary

The report, Stepping up to the next level, confirms that Hungary's SSC leaders are pleased with the operation of their centres: the initial targets have been met and setting up the centre in Hungary proved to be the right decision.

The past view that SSCs mainly provide simple and standardised low value, transactional level services is no longer true for Central and Eastern European (CEE) countries like Hungary. The centres, which used to offer mainly relatively simple financial services, such as accounts payable and general ledger accounting, now manage many complex processes such as group treasury, external reporting, IT, HR, financial modelling functions.

“Regarding skilled workforce, the country is still among the best in the region and IT, telecommunication, lo-

Services: Finance Country of origin/HQs: Mexico Original profile: building materials Captive BPO: Captive Citigroup Location: Budapest Year started in Hungary: 2005 Number of employees: 800 Center type: SSC

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gistics and transport infrastructure is excellent,” said András Loós, Director at PwC Hungary. “We see a clear tendency that quality improvement became almost as important an objective as maintaining costs for the SSCs. Therefore labour cost and the availability of workforce with the right skills will determine the future of the sector. While Hungary can still offer excellent opportunities, both for setting up new centres and for further growth of existing SSCs, the country has to find a way to better position itself within the region and identify how to become distinctive within CEE.” The vast majority of the Hungary-based SSCs are continuously seeking potential optimisation for processes that are the responsibility of the centre, and even for those processes that are not. All survey participants noted at least some or even major improvements for cost, quality and time regarding inscope functions. Business processes are one of the areas with the highest optimisation potential for existing Hungarian SSCs. SSC leaders expect further process standardisation and automation in the near future especially for upstream and downstream processes outside of the centres’ responsibility.

Based on the survey results, none of the SSCs performed on the highest maturity level for criterion organisations, governance and compliance, which is very similar to the global results. The SSCs tend to stick to the “cost centre” concept, although the “profit centre” concept can provide some potential benefits. Moving from the multiple process owner concept to having single end-toend process owner structure (42% of the local companies surveyed) offers the

Languages: English, French, Polish, German, Italian, Russian, Spanish Services: Business Services Centre, IT support, finance Country of origin/HQs: USA (New York) Original profile: financial services Captive BPO: Captive Cognizant Location: Budapest Year started in Hungary: 2007 Number of employees: 70

possibility to achieve high levels in standardisation, automation and quality improvements for all countries or parties serviced by the SSC. The survey results show that companies are largely satisfied with the SSC concept. More than 60% of the Hungarian participants have implemented new or additional SSCs, an additional 6% are currently in the implementation phase, which is very impressive. The Hungarian SSC leaders identified the three most important challenges in the next two years for their centre: • keeping their centre competitive from a cost perspective, • finding, retaining, motivating and developing their people, especially key talents; and • volatile business environment, including future government decisions impacting the education system and foreign language skills.

According to András Loós it is reassuring that none of the participating centres are planning to relocate their operation to another country at the moment and most participating centres are planning further growth and are very much focused on further improving their delivery: process and documentation improvements, further increase of quality and productivity.

The development of the SSC industry in Hungary is still an “untold success story”, he said.

Improved visibility of the current market players, their challenges and success stories and improved transparency of Hungary’s competitive position in the sector would benefit all parties in the industry and also the Hungarian economy.

(Source: PwC)

Services: BPO, IT support Country of origin/HQs: USA (New Jersey) Original profile: IT services Captive BPO: BPO Comforce Location: Budapest Year started in Hungary: 2008 Number of employees: 50 Center type: CC

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63 CEE Shared Services

According to the recently published survey by PwC Hungary and AmCham (American Chamber of Commerce in Hungary), SSCs shouls deserve more recognition, as they have created thousands of new jobs and attracted high-value added projects to Hungary. More importantly, most of the existing centres are planning further growth in the near future.

and Outsourcing Directory

Shared Service Centres in Hungary: an ‘untold’ success story

SSCs/BPOs in Hungary Services: customer care,sales support, marketing support Captive BPO: BPO

and Outsourcing Directory

Concentrix Location: Debrecen Year started in Hungary: 2007 Center type: CC Services: Outsourcing: Contact center Country of origin/HQs: Ireland Captive BPO: BPO

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Corning Location: Budapest Year started in Hungary: 2006 Number of employees: 60 Services: Finance Country of origin/HQs: USA (New York) Original profile: specialty glass and ceramics company Captive BPO: Captive DHL Location: Budapest Year started in Hungary: 2011 Number of employees: 100 Center type: CC Languages: Hungarian, English, German, Spanish, Portuguese, Czech, Polish Services: Order management Country of origin/HQs: Germany Original profile: logistics company Captive BPO: Captive Diageo Location: Budapest Year started in Hungary: 2001 Number of employees: 800 Center type: SSC Languages: English, German, Frech, Russian, Spanish, Portuguese, Danish, Dutch, Flamand, Swedish Services: Finance, administration, billing services Country of origin/HQs: UK Original profile: beer, wine and spirits company Captive BPO: Captive E-Sense Location: Budapest Year started in Hungary: 2001 Number of employees: 570 Center type: CC Languages: Hungarian, Slovak, Polish, Russian, English Services: manpower leasing Captive BPO: Captive Ellerton Call Centers Location: Budapest Year started in Hungary: 2012 Center type: CC Captive BPO: BPO Emerson Location: Szekesfehervar Year started in Hungary: 2010 Number of employees: 50 Center type: nincs Services: European Sales Center Country of origin/HQs: USA (Missouri) Original profile: electronic parts maker Captive BPO: Captive Emirates Location: Budapest Year started in Hungary: 2014 Number of employees: up to 300

Center type: CC Services: customer services Country of origin/HQs: UAE Original profile: air transport Captive BPO: Captive Erste Bank Location: Budapest Year started in Hungary: 2006 Center type: CC Languages: English, Hungarian Services: Finance Country of origin/HQs: Austria Original profile: financial services Captive BPO: Captive ESAB Location: Budapest Year started in Hungary: 2010 Number of employees: 140 Services: Finance, IT outsourcing, service desk, logistics, procurement Country of origin/HQs: UK Original profile: producer of welding consumables and equipment Captive BPO: Captive Exxon Mobil Location: Budapest Year started in Hungary: 2003 Number of employees: 1300 Center type: SSC Services: Accounting, IT services, administrative, logistics Country of origin/HQs: USA (Texas) Original profile: producer of petroleum and petrochemicals Captive BPO: Captive FAO Location: Budapest Year started in Hungary: 2007 Number of employees: 90 Center type: SSC Languages: English Services: Regional Centre: administrative, finance & HR services Country of origin/HQs: United Nations Captive BPO: Captive GE Location: Budapest Year started in Hungary: 2014 Number of employees: up to 1300 Center type: SSC Country of origin/HQs: USA Captive BPO: Captive Genpact Location: Budapest Year started in Hungary: 2002 Number of employees: 300 Center type: SSC Services: Finance and accounting, customer service Country of origin/HQs: India Original profile: technology, engineering, media and financial services company Captive BPO: BPO Getronics-> Emea Távolsági Szolgáltató Zrt Location: Budapest Year started in Hungary: 2004 Number of employees: 140 Center type: CC

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Languages: English, German, French, Dutch, Spanish Services: Support and global system and network integrator, IT support Country of origin/HQs: The Netherlands Original profile: information and communications technology (ICT) company Captive BPO: BPO Givaudan Location: Budapest Year started in Hungary: 2010 Number of employees: 101 Center type: SSC Languages: English, German, French, Italian, Spanish, Russian, Dutch Services: Finance Country of origin/HQs: Switzerland Original profile: fragrance and flavours maker Captive BPO: Captive Greif Location: Budapest Year started in Hungary: 2013 Number of employees: 15 Center type: SSC Services: Finance Country of origin/HQs: USA Original profile: industrial packaging products Captive BPO: Captive Grundfos Location: Budapest Year started in Hungary: 2010 Number of employees: 144 Center type: SSC Languages: 22 languages Services: Finance Country of origin/HQs: Denmark Original profile: pump manufacturer Captive BPO: Captive Harman Location: Székesfehérvár Year started in Hungary: 2010 Services: Finance Country of origin/HQs: USA Original profile: audio and infotainment system provider Captive BPO: Captive HP Location: Budapest Year started in Hungary: 1991/96 Number of employees: 1500 Center type: CC+SSC Services: BPO services: accounting & finance, IT and Data-processing services, document- management Country of origin/HQs: USA (California) Original profile: computer and business services firm Captive BPO: BPO IBM Location: Budapest Year started in Hungary: 1998 Number of employees: 2300 Center type: CC Languages: Every EU language (25 +) + Arabic, Hebrew Services: Finance & HR, customer service centre Country of origin/HQs: USA (New York) Original profile: IT services and software firm Captive BPO: BPO

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Employee Issues.

BT has close to 1,000 employees in Hungary. In the past 2-3 years the Hungarian centre has been growing dynamically and achieved a net growth of 150-200 employees per year. BT’s European Operations Centre has developed to become one of the biggest and most complex SSCs in Hungary. More than 85% of our employees have a high level degree; they speak at least two foreign languages and their average age is less than 30. In order to remain competitive in the region, especially in the shared services sector, Hungary should maintain and further improve the high quality of education, with a special focus on foreign language skills. As the SSCs represent the best performing sector of Hungary in terms of generating employment, it would also be favourable to extend the available government incentives/subsidies to both existing and new players in the market.

Andor Faragó General Manager Regional Operations Centre Europe BT Global Services Parent company: British Telecommunications Plc., London, UK What’s BT doing in CEE ?

BT’s office in Budapest, opened in 1999, marked the company’s first foray into the rapidly growing markets of Central and Eastern Europe. In 2007 the company further enhanced its presence by opening its European Operations Centre, now employing close to 1,000 employees, in Budapest and Debrecen.

The centre supports more than 3,000 customers in 12 countries across Europe, and focuses on customer services, financial services, service delivery and various commercial and business support services.

Explain why your company set up operations in Hungary.

Although we looked at various options in the region, our existing footprint in Hungary – as the headquarters of our Central and Eastern European business operations – was an important factor in making the decision on the location of our shared service centre.

It is fair to say that the capabilities here had already been proven by a limited number of near-shore activities performed from Budapest before BT’s senior management took the strategic decision in 2007 to implement the European Operations Centre in Hungary.

From day one we have considered the importance of service and business continuity; this is the main reason why we implemented offices in two locations and started operations in Budapest and Debrecen at almost the same time. We signed an incentive agreement with the Hungarian Government in 2008 for the first 320 positions created, which made the investment even more favourable for our company.

What do you foresee in the next 2-3 years?

The scope and complexity of the activities, as well as the number of employees, has been growing dynamically in the past 2-3 years. We plan to continue growing in Hungary and aim to recruit a further

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150-200 talented Hungarian professionals in the next 12 months.

Do you provide external services to unrelated companies?

No: we currently provide services to BT customers and internal business partners only.

Any advice to other firms considering setting up operations in Hungary or CEE? • Trust the quality and capabilities of the workforce in CEE and do not hesitate to implement more complex and higher value add activities in the region.

• Select your location carefully! Extend your focus and consider university cities in the countryside as a great source of talented, multi-lingual professionals.

• The quality of knowledge transfer will define the quality of your services. Do not try to save time and costs on the initial implementation and transition phases.

Biggest surprises about operating a SSC centre in CEE: Positives: a) skills and capabilities of the people, b) co-operative and supportive environment (central and local government, universities, industry associations, NGOs, etc.)

Improvements needed: a) lack of quality office space in the countryside, b) huge administrative burden associated with government incentives.

Specific cost savings that your firm has achieved: As a general statement we can say the achievable savings are in the range of 4060% compared to the employment costs in Western European countries.

Farago has been working in the telecommunications sector for 16 years. After six years in the mobile telecommunications sector, he joined BT in 2004 as Head of Contract Management, CEE. From 2007-2011, as Implementation and Transition Director, he was responsible for the implementation of BT’s European Operations Centre in Hungary and led the transition of various customer and business support functions.

Since 2011 he has been the General Manager of the centre – meanwhile also a member of the Executive Board of the Hungarian Outsourcing Association (HOA) and the Hungarian European Business Council (HEBC).

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65 CEE Shared Services

Manager’s Profile

and Outsourcing Directory

SSCs/BPOs in Hungary

SSCs/BPOs in Hungary IBM Location: Szekesfehervar Year started in Hungary: 2007 Number of employees: 1500 Services: Finance Country of origin/HQs: USA (New York) Original profile: IT services and software firm Captive BPO: BPO

and Outsourcing Directory

INBev Location: Budapest Year started in Hungary: 2006 Number of employees: 290 Center type: SSC Services: Finance Country of origin/HQs: Belgien Original profile: beer producer Captive BPO: Captive

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Intercomp Number of employees: 20 Services: Payroll IT Services Location: Budapest (+PĂŠcs/Szeged) Year started in Hungary: 2006 Number of employees: 1650 Center type: CC+high value added IT services Languages: German, English, Italian, Dutch, French Services: IT outsourcing services, system integration Country of origin/HQs: Germany Original profile: Telecommunication services Captive BPO: BPO IT Services Location: Debrecen Year started in Hungary: 2007 Number of employees: 1300 Center type: CC+high value added IT services Languages: German, English, Italian, Dutch, French Services: IT support Country of origin/HQs: Germany Original profile: Telecommunication services Captive BPO: BPO KCI Location: Budapest Year started in Hungary: 2010 Number of employees: 200 Center type: SSC Languages: English, German, French, Italian Services: Finance Country of origin/HQs: USA (Texas) Original profile: medical technology business Captive BPO: Captive KLM Location: Budapest Year started in Hungary: 2006 Number of employees: 110 Center type: SSC Languages: English, German, Italian, Spanish, Dutch, French, Russian, Ivrit,Polish, Catalan, Latin Services: Accounting Country of origin/HQs: The Netherlands Captive BPO: Captive KPMG Location: Budapest Year started in Hungary: 2010 Center type: SSC Services: Tax Country of origin/HQs: The Netherlands Captive BPO: BPO

Lego Captive BPO: Captive Lexmark Location: Budapest Year started in Hungary: 2007 Number of employees: 250 Services: Center of Excellence Country of origin/HQs: USA (Kentucky) Original profile: computer printer maker Captive BPO: Captive Liferay Location: Budapest Year started in Hungary: 2011 Number of employees: 44 Center type: SSC Services: Supoort Center Country of origin/HQs: USA Original profile: software solutions provider Captive BPO: Captive MĂ V Location: Szolnok Year started in Hungary: 2014 Number of employees: 34 Center type: CC Languages: Hungarian Services: call center Country of origin/HQs: Hungary Original profile: rail service Captive BPO: Captive Medea Location: Budapest Year started in Hungary: 1997 Number of employees: 23 Services: IT, Sales Country of origin/HQs: Germany Original profile: service provider Captive BPO: Captive Merlin Location: Debrecen Number of employees: 80 Services: IT help-desk, customer service Country of origin/HQs: UK Original profile: delivering support services, technology solutions Captive BPO: BPO MOL Group Location: Budapest Number of employees: 450 Center type: SSC Services: finance Country of origin/HQs: Hungary Original profile: producer of petroleum and petrochemicals Captive BPO: Captive Morgan Stalnley Location: Budapest Year started in Hungary: 2006 Number of employees: 800 Center type: SSC Services: Finance Country of origin/HQs: USA Original profile: finacial services firm Captive BPO: Captive MPSGI (Adecco) Location: Budapest

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Nalco Location: Budapest Year started in Hungary: 2006 Number of employees: 120 Services: Finance Country of origin/HQs: USA (Illinois) Original profile: provider of integrated water treatment and process improvement services, chemicals and equipment programmes Captive BPO: Captive National Instruments Location: Debrecen Year started in Hungary: 2006 Number of employees: 100 Center type: SSC Languages: Every EU (for example Polish, Serbian etc.)

Services: Finance Country of origin/HQs: USA (Texas) Original profile: software and hardware manufacturer Captive BPO: Captive NCR Location: Budapest Year started in Hungary: 2007 Number of employees: 90 Center type: SSC Services: Services Center of Excellence (Customer Care Center and Customer Services University) Country of origin/HQs: USA (Ohio) Original profile: Automated teller machine maker Nokia Solutions and Networks Location: Budapest Year started in Hungary: N/A Number of employees: 250 Center type: SSC Services: Finance Country of origin/HQs: Finnland Original profile: maker of mobile phone network equipment Captive BPO: Captive Northgate Arinso Location: Budapest Year started in Hungary: 2003 Number of employees: 37 Center type: SSC Country of origin/HQs: UK Original profile: Human Resources software and services provider Captive BPO: BPO NXP Location: Budapset Year started in Hungary: 2005 Number of employees: 110 Center type: SSC Services: customer service, supply chain management Country of origin/HQs: The Netherlands Original profile: Costumer service center Photel Location: Budapest Year started in Hungary: 2006 Number of employees: 250 Center type: CC Languages: Hungarian, German, Slovak, Croatian, Slovenian, Romanian, English Services: Full-service inbound and outbound teleservices Country of origin/HQs: Hungary Original profile: call centre operatorv Captive BPO: BPO

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SSCs/BPOs in Hungary

Raiffeisen Location: Nyíregyháza Year started in Hungary: 2012 Number of employees: 120 Center type: SSC Services: Finance Original profile: financial services Captive BPO: Captive Roche Location: Budapest Year started in Hungary: 2006 Number of employees: 200 Center type: SSC Languages: All European languages Services: Finance, HR Country of origin/HQs: Switzerland Original profile: pharmaceutical company Captive BPO: Captive SAP Location: Budapest Year started in Hungary: 2005 Number of employees: 500 Center type: SSC Services: R&D Centre, software development Country of origin/HQs: Germany Original profile: business management software company Captive BPO: Captive Sapa Location: Szekesfehervar Year started in Hungary: 2008 Number of employees: 150 Center type: SSC Services: Back office, Finance services Country of origin/HQs: Sweden Original profile: provider of aluminium profiles Captive BPO: Captive Sykes Location: Budapest Year started in Hungary: 1999 Number of employees: 281 Center type: CC Languages: Portuguese, English, Italian, German, French, Dutch, Greek, Turkish, Hebrew, Norwegian+ all East-EU Services: Finance & administrative services, IT helpdesk, Call- centre Country of origin/HQs: USA (Florida) Original profile: provider of outsourced customer management solutions and services Captive BPO: BPO

T-Systems Location: Budapest Year started in Hungary: 2005 Services: Accounting, finance Country of origin/HQs: Germany Original profile: information and communications technology (ICT) company Captive BPO: Captive Tata Location: Budapest Year started in Hungary: 2001 Number of employees: 900 Center type: SSC Languages: 32 languages: All EU + Mandarin, Arabic, Slav, Services: IT outsourcing services Country of origin/HQs: India Original profile: IT provider Captive BPO: Captive Telenor Location: Törökbálint Year started in Hungary: 2013 Center type: SSC Services: Network and IT constraction and implementation Country of origin/HQs: Norway Original profile: communications, IT and media company Captive BPO: Captive TetraPak Location: Budaörs Year started in Hungary: 2012 Center type: SSC Country of origin/HQs: Sweden Original profile: food packaging company Captive BPO: Captive The Gem Location: Debrecen Year started in Hungary: 2007 Number of employees: 30 Center type: SSC Services: contact center Transcom Location: Budapest Year started in Hungary: 2004 Number of employees: 466 Center type: CC Languages: English, German, French, Italian, Spanish, Portuguese, Dutch, Danish, Norwegian, Swedish, Finnish,Russian, Romanian, Czech, Slovak,Croatian, Serbian, Polish, Arabic, Hungarian, Turkish Services: CRM services Country of origin/HQs: Luxembourg Original profile: provider of outsourced services Captive BPO: Captive

UCMS Group Location: Budapest Year started in Hungary: 1995 Number of employees: 101 Center type: SSC Services: Accounting, Payroll, HR Original profile: Payroll, HR Administration and Accounting service provider company Captive BPO: BPO UNHCR Location: Budapest Year started in Hungary: 2007 Number of employees: 200 Center type: SSC Services: Finance & HR services, supply management Country of origin/HQs: United Nations Captive BPO: Captive Unisys Location: Budapest Year started in Hungary: 2006 Number of employees: 650 Services: Finance, IT, Business support Country of origin/HQs: USA (Pennsylvania) Original profile: technology services and solutions company Captive BPO: BPO Viacom International Hungary Kft. Location: Budapest Year started in Hungary: 2010 Number of employees: 10 Center type: SSC Languages: English, Country of origin/HQs: USA Original profile: entertainment Captive BPO: Captive Visteon Location: Szekesfehervar Year started in Hungary: 2005 Number of employees: 150 Center type: SSC Services: Accounting, Administrative Country of origin/HQs: USA (Michigan) Original profile: automotive part firm Captive BPO: Captive Vodafone Location: Budapest(1: Vodafone Magyarország Zrt; 2: Vodafone Operation Centre) Year started in Hungary: 2007 Number of employees: 900 Center type: CC Services: Finance, Supply Chain, HR, IT and commercial areas Country of origin/HQs: UK Original profile: mobile communications company Captive BPO: Captive Vodafone Location: Miskolc Year started in Hungary: 2009 Number of employees: 200 Services: contact center Country of origin/HQs: UK Original profile: mobile communications company Captive BPO: Captive

Systemax Location: Budapest

2014

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and Outsourcing Directory

Procter&Gamble Location: Budapest Year started in Hungary: 1991 Number of employees: 198 Services: Regional Support Center Country of origin/HQs: USA (Ohio) Original profile: consumer products manufacturer Captive BPO: Captive

Year started in Hungary: 2013 Number of employees: 330 (up to 505 Center type: SSC Services: IT, HR, marketing, finance, sales Country of origin/HQs: USA Original profile: provider of personal computers, notebook computers, consumer electronics, computer-related accessories, technology supplies and industrial products.

Captive BPO: Captive

67 CEE Shared Services

Process Solution Location: Budapest Number of employees: 200 Center type: SSC Services: payroll, accounting, business administration Captive BPO: BPO

SSCs/BPOs in Romania

Romania ACCA Global Services offered: Accountancy Manager/Contact: Giles Joyce

and Outsourcing Directory

Accace www.accace.com Manager/Contact: Bogdan Badea Tel.: +403 140 504 40 e-mail: bogdan.badea@accace.com

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Accedio este marca sc Emcer Consult srl www.accedio.ro Services offered: Business Services Manager/Contact: Stefan Badescu Tel.: +407 588 885 42 e-mail: stefan.badescu@accedio.ro Accenture www.accenture.com Services offered: ABSL Manager/Contact: Razvan Patrunoiu Tel.: +403 722 860 00 e-mail: razvan.patrunoiu@accenture.com AchieveGlobal www.achieveglobal.ro Manager/Contact: Diana Rosetka Tel.: +402 131 190 84 e-mail: diana.rosetka@achieveglobal.ro

Alstom Finance Shared Services Services offered: SSC Manager/Contact: Mihai Badescu e-mail: mihai.badescu@chq.alstom.com Amazon Development Center romania.amazon.com/contact/ Services offered: SSC Manager/Contact: Lucian Vornicu Tel.: +402 324 065 33 e-mail: iasi-contact@amazon.com anis – asociatia patronala a industriei de software si servicii www.anis.ro Services offered: Association Manager/Contact: Valerica Dragomir Tel.: +402 131 213 97 e-mail: v.dragomir@anis.ro ARCHIBUS Solution Center Romania www.asc-ro.com Services offered: ITO Manager/Contact: Tel.: +402 131 188 39 Architected Business Solutions Services offered: Consulting Manager/Contact: Gorkem Tursucu

Tiberiu Stoicescu Tel.: +402 364 700 00 e-mail: t.stoicescu@attosoft.ro Auchan www.auchan.ro Services offered: FMCG Manager/Contact: Patrick Espassa Automobile Dacia www.daciagroup.com Services offered: Automotive Manager/Contact: Jerome Olive Avaya Services offered: IT Axway Romania www.axway.com Services offered: Education Manager/Contact: Laurentiu Spermezan Tel.: +407 582 455 64 BIT Software Services offered: Software Manager/Contact: Tel.: +403 684 121 21 Bitdefender www.bitdefender.ro Services offered: Software Manager/Contact: Florin Talpes Tel.: +402 120 634 70 e-mail: office@bitdefender.ro BitSolutions Services offered: Software Manager/Contact: Florin Scarlat Tel.: +402 142 332 96

ACS

ARISTON www.ariston.com.ro Services offered: SSC Manager/Contact: Simona Vasilescu e-mail: simona.vasilescu@aristonthermo.com

Active Power Solutions www.aps.ro Manager/Contact: Iulia Balcanu e-mail: iulia.balcanu@aps.ro

Aristonthermo Shared Service Center Services offered: SSC Manager/Contact: Sebastiana Stoica e-mail: sebastiana.stoica@aristonthermo.com

Bombardier Shared Services Center www.bombardier.com Services offered: SSC Manager/Contact: Eva Elges Tel.: +402 140 344 25 e-mail: eva.p.elges@ro.transport.bombardier.com

Adobe Systems www.adobe.com Services offered: ITO

Arobs Transilvania Software www.arobs.ro Services offered: ITO Manager/Contact: Voicu Oprean Tel.: +402 644 067 00 e-mail: vo@arobs.com

Bosch Communications Center www.boschcommunicationcenter.com Services offered: SSC Manager/Contact: Raluca Vasiu Partenie Tel.: +402 562 000 00 e-mail: Raluca.Partenie@ro.bosch.com

Ascendis ascendis.ro Services offered: Business Services Manager/Contact: Mariana Movila Tel.: +402 120 664 29 e-mail: mariana.movila@ascendis.ro

British Petrolium Services offered: Energy Manager/Contact: Tel.: +402 120 147 48

Acollada – member of TotalSoft SA Manager/Contact: Tel.: +402 133 517 09

Advantage Software Factory AK Jensen Ltd. www.akj.com Manager/Contact: Tel.: +407 220 492 20 Alcatel Lucent www.alcatel-lucent.com Manager/Contact: Florin Petolea Tel.: +402 563 031 00 e-mail: maria.golescu@alcatel-lucent.com Allianz Managed Services & Operations SE (AMOS) Services offered: SSC

Attosoft SRL www.attosoft.ro Services offered: Computer Software, Business Intelligence Software Manager/Contact:

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Business Ideas Provider Group Manager/Contact: Tel.: +402 122 405 20 Business Information Systems ( Allevo ) S.R.L www.allevo.ro Services offered: ITO Manager/Contact:

2014

SSCs/BPOs in Romania

Alexander Weigl, president of the Association of Business Service Leaders in Romania, and head of marketing transformation with HP. Weigl speaks about opportunities and threats for Shared Service Centers (SSC), Information Technology Outsourcing (ITO) and Business Process Outsourcing (BPO) in Romania.

What is the brief history of shared service centers and business process outsourcing in Romania and what is their contribution to the labor market?

Genpact was the first company to break the ice back in 2005, and the industry increased each year, as new companies launched operations locally. Big names such as Adobe, HP, Intel, IBM, Oracle or Accenture have opened at least one business center in Romania, employing from 100 to 500 and there are companies with a headcount of 3,000 employees.

Our figures show that the local BPO industry generated more than 25,000 jobs so far, and the number is expected to increase. Of course, we continue to see new openings but at a slower pace than 3-4 years ago. The most important thing, in my opinion, is that there is room for growth because cities such as Targu Mures, Sibiu or Craiova are well-established university centers, with a high untapped potential in terms of the labor force we are looking for.

There are many companies that have opened business centers in Romania. Is there any potential for new comers, or has the ‘mirage’ vanished?

There are companies assessing to enter Romania and we have some recent “new-

2014

comers”. Especially the banking sector is expanding in the shared service center environment but there are also new entries from other industries such as retail and the energy sector.

I believe “the mirage”, as you call it, is far from over. Important elements such as people skills, their availability, language proficiency, cultural compatibility and the overall business environment are backed up by the financial attractiveness of Romania.

We should look at this potential from two points of view. Firstly, many of the companies that initially entered the market limited themselves to single-function units and as they started to trust and develop in the local business environment, there is a strong potential for them to add new services. Secondly, there is room for the acquisition of local companies and newcomers could use this lever to enter the SSC/BPO market. So there is room for new entries, yet at a slower pace then what we have seen in the years of economic boom.

How attractive does Romania look from the BPO / SSC global perspective?

From the BPO industry point of view, Romania remains a top destination, as it offers a competitive business environment and highly skilled force at low costs. In this respect, I should mention that financial remuneration is still decisive, yet professionals are also interested in non-monetary benefits and rewards, such as career development opportunities, relocation options or medical packages. The adequate quality of the Romanian education system and sound knowledge of foreign languages continues to act as a strong trigger for the companies in the SSC/BPO area.

Various studies place Romania among the top 5 European destinations for all types of global services activities so, as SSC/ BPO locations become more and more popular and competition for skilled labor intensifies, Romania will continue to hold a seat at the global services table.

According to the latest data provided by Jones Lang LaSalle Romania, over the past few years, Romania has been steadily growing in popularity for the

business services sector and increasingly continues to attract new interest compared to its peers in some of the more developed markets in CEE such as Poland, the Czech Republic and Hungary. Romania has also broadened its appeal from a pure call centre location, into a higher value add destination for the business services sector. Consequently, both demand and supply have undergone significant changes over the last 5-7 years.

Are there any threats that this particular industry is facing in Romania? Do the main players search for business and cost optimization in other places?

The investment incentives offered by the Government in the past years to attract foreign direct investments, including real estate tax exemptions, as well as preferential tax deductions for the purchase of new technology and R&D centers continue to catch the eye of any investor who keeps Romania on his radar. Nevertheless, there is room for improvement. We believe that a reduction of the administrative burden together with the further support of innovation and research would be a major plus for the overall SSC/BPO industry. Also, the ongoing improvement of the education system will contribute to Romania’s medium and long-term economic development and will continue to keep Romania on the foreign investor’s map.

Which are the weak points perceived by companies that have already invested in this business in Romania? What about those seen by potential new investors that are in the feasibility study stage?

Apart from what I have mentioned already, I believe Romania continues to over regulate the business sector, which represents a threat for all those who want to invest here. There is a specific need within the SSC/BPO industry for the Government to improve the quality of regulations through the use of impact assessments and systematic evaluations. As this issue translates in high costs for all the companies in this area and one should not forget that cost cutting is on everybody’s lips these days. n

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69 CEE Shared Services

A brief interview with

and Outsourcing Directory

HP head in Romania comments on the country's SSC/BPO sector

SSCs/BPOs in Romania Dorina Preotu Tel.: +402 125 545 77 e-mail: dorina.preotu@allevo.ro C-soft Manager/Contact: Tel.: +402 663 722 29 C&A www.c-and-a.com/ro/ro/corporate/fashion/ Manager/Contact: Cristian Codrea

and Outsourcing Directory

CAFR Manager/Contact: Marius Burduşel

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Call Point www.callpoint-group.com Services offered: BPO Manager/Contact: Yann Bidan Tel.: +403 142 302 95 e-mail: Yann.BIDAN@callpoint-group.com Call Point Group Services offered: BPO Manager/Contact: Xavier Marcenac e-mail: Xavier.Marcenac@callpoint-group.com Camera de Comert si Industrie a Municipiului Bucuresti www.ccib.ro Services offered: State Administration Manager/Contact: Sorin Dimitriu Tel.: +402 131 901 28 e-mail: serban.dimitriu@ccib.ro Cameron Romania www.c-a-m.com Services offered: Industry Manager/Contact: Lewis Eric Tel.: +402 443 066 00 e-mail: nicoleta.badila@c-a-m.com catalina.neicu@ca-m.com Capgemini www.capgemini.com Services offered: ITO Manager/Contact: Marek Grodzinski Tel.: 48 12 634 76 34 e-mail: marek.grodzinski@capgemini.com Carestream – EAMER Shared Service Center www.carestream.com Services offered: SSC Manager/Contact: Adriana Raducu Tel.: +402 153 971 00 e-mail: office.bucharest@carestream.com Carestream Health Romania www.carestream.com Services offered: SSC Manager/Contact: Cristina Sabina Chivu Tel.: +402 153 971 00 Centric IT Solutions Services offered: Software

Manager/Contact: Karim Henkens CEZ Romania www.cez.ro Services offered: Energy Manager/Contact: Jan Veskrna e-mail: jan.veskrna@cez.ro Cisco Services offered: IT Class IT Outsourcing Services offered: ITO Manager/Contact: Bogdan Tudor Codespring Services offered: ITO Manager/Contact: Tel.: +403 641 131 10 Competence Call Center (CCC) www.yourccc.com Services offered: BPO Manager/Contact: Tel.: +402 140 590 00 Computaris Romania www.computaris.com Services offered: IT&C Manager/Contact: Tel.: +403 180 566 94 Computer Generated Solutions Services offered: BPO Manager/Contact: Mihail Mihailovici e-mail: mihail.mihailovici@cgsinc.com Concept24 Manager/Contact: Andrei Manea e-mail: andrei.manea@concept24.ro Conectys www.conectys.com Consiliul de Supraveghere Publica a Activitatii de Audit Statutar Manager/Contact: Laurentiu Dobroteanu Continental Automotive www.continental-corporation.com Manager/Contact: Pedro Carreira & Christian von Albrichsfeld Tel.: +402 562 517 13 e-mail: alina.bratu@continental-corporation.com Corporate Office Solutions Services offered: Office Furniture Manager/Contact: Ana Maria Gavril Cosmote www.cosmote.ro Services offered: Telecom Manager/Contact: Nikolai Beckers Tel.: +402 140 052 00 e-mail: nbeckers@cosmote.ro

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CRIsoft – Christian Gavrila SRL www.crisoft.ro Manager/Contact: Tel.: +402 120 452 00 CS Communication & Systems www.c-s.fr Services offered: ITO Manager/Contact: Michel Manuel Tel.: 331 412 840 00 e-mail: manuel.michel@c-s.fr CS Romania www.c-s.ro Services offered: ITO Manager/Contact: Tel.: +402 684 716 70 CS VISION SRL www.csvision.ro Manager/Contact: Oana Chetves Tel.: +402 514 128 50 e-mail: oana.chetves@csvision.ro Cybercom Romania www.cybercom.com Services offered: ITO DCS FAST LINK SRL www.dcsplus.net Services offered: Computer Services, Information Technology Services Manager/Contact: Loredana Cornea Tel.: +402 130 231 32 Deloitte www.deloitte.com Services offered: Consulting Manager/Contact: Ahmed Hassan e-mail: ahassan@deloitte.com Deutsche Telekom www.cosmote.ro Services offered: SSC Manager/Contact: Nikolai Beckers e-mail: nikolai.beckers@cosmote.ro DHL INTL. Romania www.dhl.ro Services offered: Logistics Manager/Contact: Daniel Kearvell Duncea, Stefanescu & Associates Services offered: Law Manager/Contact: Elena Ichimescu e-mail: elena.ichimescu@mazars.ro E.ON Romania www.eon-energie-romania.ro Services offered: Energy Manager/Contact: Frank Hajdianjak Tel.: +402 120 31 725 e-mail: frank.hajdianjak@eon-romania.ro E&Y www.ey.com

2014

SSCs/BPOs in Romania Manager’s Profile

Explain why you set up operations in Romania.

GRS based its operations in Romania for three key reasons: a) Second largest base (after Poland) of skilled resources (for service quality), b) Highly cost competitive location and c) Political and social stability (EU, NATO). GRS based its main operational sites in Bucharest because of the large pool of university students within the country, and easy and wide international travel connections. GRS did not choose Romania as a location based on subsidies/grants at all, whilst the clarity, simplicity and fairness of the labor regulations did play a relevant role in the decision making.

What do you foresee in the next 2-3 years ?

GRS has continued to flourish and expand since setting up its operation in CEE, and is extremely positive about its future prospects within CEE. GRS is a ‘pure outsourced service provider’, of-

2014

fering high quality solutions on behalf of external and unrelated client companies.

Building strong partnerships with our clients is really central in GRS’s strategy.

GRS is proud of its record of developing long-term relationships, based on mutual trust and high level of client satisfaction.

Advice to other firms considering setting up operations in CEE: a) Consider and assess the availability of local resource capabilities and skills within your chosen location; not just production costs/overheads, b) Focus on managerial growth of top/middle levels, c) Ensure that effective service quality delivery processes and controls are in place.

Employee Issues.

We have nearly 450 people, and have approximately doubled over the past 3 years. Local resources are of an extremely high calibre and the level of motivation to succeed is impressive, however a focus on the following has been necessary: a) Intensive training at all levels (agents, supervision, management) to ensure client (and country) culture is reflected throughout the organisation, b) Development of strict and defined quality management internal processes.

Surprises about setting up or operating in CEE: Positives: GRS was set-up with the key objective of delivering same/better

service quality levels than in-country ‘domestic’ providers (i.e. Italian providers for Italy, French providers for France, etc..) at a lower price. The most impressive lesson learned over our ten years in Romania is that higher quality of service can be and is being delivered, at much lower prices. This has been possible due to quality and motivation/commitment level of available resources, coupled with the flexibility and fairness of the labour regulatory environment.

Specific cost savings that your firm offers: GRS is an outsourced service provider and was specifically set-up in CEE to deliver costs savings on behalf of its clients.

Part of GRS’ key strategy is to consistently seek and deliver continuous internal improvement processes and drive efficiencies across the entire operation.

P&L savings obtained by our clients by switching their processes to us are in the region of approximately 50% when compared with other outsourced ‘domestic’ providers.

Paolo Marcattilj is a 57-year old Italian, who spent five years at McKinsey, and 10 years at KraftFoods as Vice-president. He is a trained engineer and holds an MBA. Giuseppe Deregibus is a 53-year old Italian, and spent 10 years at FIAT Group in the HR and Finance departments, as well as serving as CEO of Kelly Services Italia. Trained as lawyer and MBA.

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71 CEE Shared Services

What is GRS doing in Romania?

We founded the company in 2004, and GRS is now the oldest and leading independent Romanian Business Process Outsourced (BPO) service provider.

Based in Bucharest, with 2 operational sites, which are independent, but fully interconnected and interchangeable to deliver- service continuity assurance.

With cutting edge ICT infrastructure, GR provides a comprehensive range of multilingual and multichannel contact centre and back-office services to organisations across Europe. High level capability, experience and expertise encompasses multichannel customer care, publishing and media backoffice processes, technical help desk, to database qualification and commercial outbound campaigns.

GRS is a rapidly growing service company, with over 25% CAGR between 2009-2013. Currently operating with approximately 260 workstations and nearly 450 employees, GRS continues to expand its capacity in Romania.

and Outsourcing Directory

Paolo Marcattilj Global Remote Services, Shareholder, Administrator and UK Director Giuseppe Deregibus Global Remote Services, Shareholder, Administrator and France Director

SSCs/BPOs in Romania Services offered: Consulting Manager/Contact: Tel.: +402 140 240 00

Evalueserve Manager/Contact: Tel.: +403 647 303 00

EEU Software www.eeusoft.ro Services offered: Software

evoline www.evoline.ro Services offered: ITO Manager/Contact: Tel.: +403 726 648 00

and Outsourcing Directory

Endava www.endava.com Services offered: ITO Manager/Contact: Radu Grosu Tel.: +37 2 363 291, intr. 3557 e-mail: radu.grosu@endava.com

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ENEA SERVICES ROMANIA www.enea.ro Services offered: ITO Manager/Contact: Tel.: +402 131 143 00 Enel www.enel.ro Services offered: Energy Manager/Contact: Luca D’Agnese e-mail: oana-alexandra.gherasim@enel.com (communicate presa) Entelion Software www.entelion.ro Manager/Contact: Tel.: +402 130 515 00 Enterprise Concept www.enterprise-concept.com Manager/Contact: Tel.: +400 312 282 888 EPIC Business Human Strategy Manager/Contact: Alina Bebia e-mail: alina.bebia@epic.com.ro ERB IT SHARED SERVICES SA Services offered: SSC Ericsson www.ericsson.com Manager/Contact: Michele Gressani Tel.: +402 140 103 19 Ernst & Young www.ey.com Services offered: Consulting Manager/Contact: Bogdan Ion Euro-Testing Software Solutions Srl www.euro-testing.ro Services offered: Consulting Manager/Contact: Silviu Racuciu Tel.: +407 222 301 27 e-mail: silviu.racuciu@euro-testing.ro European Project Consulting www.edu.eupc.ro Services offered: Consulting Manager/Contact: Tel.: +402 131 112 01

Evoline SRL www.evoline.ro Services offered: IT&C Manager/Contact: Bajko Judit Tel.: +403 726 648 00 e-mail: bajko.judit@evoline.ro EXCELO SOFT SRL www.excelo.ro Services offered: IT Manager/Contact: Tel.: +402 655 136 09 e-mail: claudiu@excelo.ro EXEC-EDU www.exec-edu.ro Services offered: Education Manager/Contact: Lavinia Rosca Tel.: +402 131 964 40 e-mail: laviniar@asebuss.ro Eximbank Services offered: Banking Manager/Contact: Ovidiu Coca ExP Group www.theexpgroup.com Services offered: Education, Education & Training Services Manager/Contact: Marc Cannizzo Tel.: +402 131 131 58 e-mail: marccannizzo@theexpgroup.com FIDES www.fidescentre.ro Services offered: Education Manager/Contact: Tel.: +402 131 347 45 FITS www.fits.ro Manager/Contact: Tel.: +403 726 648 00 Fleming Europe www.flemingeurope.com Services offered: Consultancy Manager/Contact: Martin Valovsky e-mail: martin.valovsky@financefe.com FM Logistic www.fmlogistic.com Manager/Contact: Catalin Olteanu Ford Romania www.ford.ro Services offered: Automotive Manager/Contact:

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Jan Gijsen Foreign Investors Council Services offered: Association Manager/Contact: Mihai BOGZA e-mail: mihai.bogza@fic.ro Fortech www.fortech.ro Services offered: ITO Manager/Contact: Călin Văduva Tel.: +402 644 533 03 Freescale Semiconductor România www.freescale.com/romania Manager/Contact: Adrian Purcarea Tel.: +402 322 065 75 e-mail: adrian.purcarea@freescale.com Fujitsu Services offered: IT&C GDF Suez Energy Romania www.gdfsuez.ro Services offered: Energy Manager/Contact: Eric Stab GECAD Software SRL www.gecad.com Services offered: Software Manager/Contact: Tel.: +402 130 524 00 Gemini Solutions www.geminisols.com Genersys Services offered: Software Manager/Contact: Diana Ojica Tel.: +402 124 205 42 Genpact Services offered: BPO Manager/Contact: Pascal Henssen Geo Strategies SA www.geo-strategies.com Services offered: Computer Services, Information Technology Services Manager/Contact: Dorin Rusu Tel.: +402 692 108 32 e-mail: dorin.rusu@geo.strategies.ro Gersim www.gsm.ro Manager/Contact: Daniel Stefanescu Tel.: e-mail: dan.stefanescu@gsm.ro Getronics Gi Group www.gigroup.com.ro/ Services offered: HR Manager/Contact: Daniele Merlerati

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SSCs/BPOs in Romania e-mail: daniele.merlerati@gigroup.com.ro

Services offered: ITO

Glencore www.glencorexstrata.com Manager/Contact: Andrei Solomon e-mail: andrei.solomon@glencore.co.uk

Heineken heinekenromania.ro/about/contact Services offered: FMCG Manager/Contact: Tel.: +402 120 277 00

Global Logic

HELLA Romania Manager/Contact: Gelu Murariu Henkel Hidroelectrica www.hidroelectrica.ro Services offered: Energy Manager/Contact: Mihail Stanculescu Tel.: +402 130 325 78 e-mail: mihail.stanculescu@hidroelectrica.ro Hitachi

GM EON Services Services offered: SSC Manager/Contact: Dragos Barbulescu Google www.atlasnet.ro Services offered: Software Manager/Contact: Tel.: +403 729 944 15 e-mail: dan.bulucea@atlasnet.ro Green Gate green-gate.info Services offered: Real Estate Manager/Contact: Vladimíra Nováková e-mail: novakova@green-gate.info Grup Servicii Petroliere www.gspoffshore.com Services offered: Energy Manager/Contact: Gabriel Comanescu HART Consulting www.hart.ro Services offered: Consulting Manager/Contact: Alexandra (Urşeanu) Ionescu Tel.: +402 131 054 57 e-mail: Alexandra.Urseanu@hart.ro HART Consulting SRL www.hart.ro Services offered: Consulting Manager/Contact: Alexandru Bob Tel.: +402 131 054 57 e-mail: alexandru.bob@hart.ro Haufe-Lexware GmbH & Company KG www.haufe-lexware.com Services offered: ITO Manager/Contact: Juergen Thoma Tel.: 49 761 898 3990 e-mail: juergen.thoma@haufe-lexware.com HAUFE-LEXWARE SRL www.haufe-lexware.ro

2014

Hochland Romania www.hochland.ro Manager/Contact: Sergiu Mititelu Hoffmann La Roche www.roche.ro/portal/roche_romania/roche Manager/Contact: Dan Zamonea Tel.: +402 120 647 01

Ikea www.ikea.ro Manager/Contact: Cornel Oprisan Imperial Tobacco Group PLC www.imperial-tobacco.com Manager/Contact: Robert Dyrbus Tel.: 44 117 963 6636 e-mail: robert.dyrbus@uk.imptob.com Imprezzio Global SRL www.imprezzioglobal.com InCrys www.incrys.ro Services offered: ITO Manager/Contact: Tel.: +403 648 813 55

Holcim www.holcim.ro Services offered: Construction Manager/Contact: Daniel Bach Tel.: +402 123 177 08 e-mail: daniel.bach@holcim.com Honeywell www.honeywell.com Services offered: SSC Manager/Contact: Mircea Tarta-Arsene Tel.: +402 120 481 61 e-mail: Mircea.Tarta-Arsene@Honeywell.com HP GeBOC Services offered: SSC Manager/Contact: Andrei Romanescu e-mail: andrei.romanescu@hp.com

Indaco Systems www.indaco.ro Manager/Contact: Tel.: +402 134 434 10 INDACO SYSTEMS SRL www.indaco.ro Services offered: Computer Services, Information Technology Services Manager/Contact: Valentin Iordan Tel.: +402 131 197 11 e-mail: valentin.iordan@indaco.ro Inditex www.inditex.com Manager/Contact: Paul Cuza

Huawei www.huawei.com Manager/Contact: Jeff Wang Tel.: +403 122 602 00 e-mail: janet.zhu@huawei.com Human Capital Consulting Manager/Contact: Lucian Stancu e-mail: lucian.stancu@humancapitalconsulting.ro HyperCubic IT Outsourcing Manager/Contact: Rohan Bogdan e-mail: bogdan@hypercubic.ro

ID Grup www.idgrup.ro Manager/Contact: Liviu Tudor e-mail: ltudor@idgrup.ro

Infineon Technologies www.infineon.com Manager/Contact: Reinhard Ploss Tel.: +403 186 077 01 e-mail: reinhard.ploss@infineon.com Infopulse Inform Lykos Services offered: BPO Manager/Contact: Ana Maria Gergely

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and Outsourcing Directory

Globalworth Real Estate Investments www.globalworth.com/ Manager/Contact: Ioannis Papalekas Tel.: +402 131 935 66 e-mail: Papalekas@upground.ro

IBM Global Business Services www.ibm.com/ro Services offered: SSC Manager/Contact: Hary Olaru Tel.: +402 140 542 68 e-mail: hary.olaru@ro.ibm.com

73 CEE Shared Services

Global Remote Services www.globalremoteservices.com/ Manager/Contact: Cosmin Raducu Efrim e-mail: cosminraducu@globalremoteservices.com

I FUTURE Manager/Contact: Ramesh Koka e-mail: r.koka@ifuture.eu

SSCs/BPOs in Romania Infosys

Rand Sherif

ING Bank www.ingbank.ro Services offered: Banking Manager/Contact: Iosefina Frolu Tel.: +402 120 911 39 e-mail: iosefina.frolu@ing.ro

Intercollege IBS Romania www.intercollegeibs.ro Manager/Contact: Tel.: +403 142 536 63

and Outsourcing Directory

ING NV www.ing.ro Services offered: Banking Manager/Contact: Bas Van Beurden Tel.: +402 122 216 00 e-mail: bas.van-beurden@ing.ro

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InnerLook www.innerlook.ro Manager/Contact: Georgiana Dragomir Tel.: +402 131 533 19 e-mail: georgiana.dragomir@innerlook.ro INOTEC PLUS www.inotec.ro Manager/Contact: Tel.: +402 131 197 11 Inotec Plus SRL www.inotec.ro Services offered: Computer Software, Business Intelligence Software Manager/Contact: Sorin Stefan Tel.: +407 450 563 34 e-mail: sorin.stefan@inotec.ro Inside Software www.insidesoftware.ro Manager/Contact: Tel.: +407 450 563 34 INSOFT Development & Consulting www.insoft-dc.ro Manager/Contact: Cristian Aciubotaritei Tel.: +403 749 053 08 Institutul Bancar Roman www.ibr-rbi.ro Manager/Contact: Gabi Hartescu INTEL ROMANIA www.intel.com Manager/Contact: Tel.: +403 740 232 55 Intel Romania Software Development Center www.intel.com Manager/Contact: Monica Ene-Pietrosanu Tel.: +403 184 510 29 e-mail: monica.ene-pietrosanu@intel.com Interactive Intelligence Group Manager/Contact: Marcin Grygielski Interbrands www.sarkisgroup.com Manager/Contact:

International Association of Microsoft Channel Partners – Romania Chapter Services offered: Association Manager/Contact: George Dobrea e-mail: gdobrea@intelprof.com Intrarom www.intrarom.ro Manager/Contact: Nikos Doukakis Ipsos Research www.ipsos.ro Services offered: Market Research Manager/Contact: Alina (Baciu) Stepan Tel.: +403 122 040 00 e-mail: alina.stepan@ipsos.com iQuest Technologies www.iquestint.com Services offered: ITO Manager/Contact: Cornelius Brody Tel.: +403 184 510 00 e-mail: cornelius.brody@iquestgroup.com ISDC Romania www.isdc.eu Manager/Contact: Eddy Vermeire, Anca Borodoi Tel.: +403 723 434 00 IT SIX GLOBAL SERVICES www.itsix.com Services offered: Software Manager/Contact: Sorin Gavanescu Tel.: +403 644 039 00 e-mail: sorin.gavanescu@itsix.com It Six Global Services SRL www.itsix.com Services offered: Computer Services, Information Technology Services Manager/Contact: Serban Ionescu Tel.: +403 518 049 49 e-mail: serban.ionescu@itsix.com IXIA www.ixiacom.com/rojobs/ Services offered: Software Japan Tobacco International www.jti.com Services offered: Tabaco Manager/Contact: Charlie Cunningham-Reid Tel.: +402 120 431 11 e-mail: oanaclaudia.iacob@jti.com

Dan Roman Tel.: +402 140 873 73 e-mail: dan.roman@kapsch.net Kapsch Traffi cCom AG www.kapsch.net Services offered: Software Manager/Contact: Franz Semmernegg Tel.: +435 081 121 09 e-mail: franz.semmernegg@kapsch.net Kathrein Romani www.kathrein.ro Manager/Contact: Dan Tomin Kaufland www.kaufland.ro Services offered: FMCG Manager/Contact: Adrian Viman KBRE Manager/Contact: Alina Calciu KEPLER-ROMINFO S.A. www.kepler-rominfo.com Manager/Contact: Petrisor Guta Tel.: +402 140 873 73 e-mail: pguta@kepler-rominfo.com Lateral Inc www.lateral-inc.com Services offered: Software Manager/Contact: Tibi Laszlo Lenovo Services offered: IT&C Manager/Contact: Aurel Netin Liberty Aerospace LIDL Romania www.lidl.ro Services offered: FMCG Manager/Contact: Maksymilian Braniecki Tel.: +402 140 713 00 e-mail: Maksymilian.Braniecki@lidl.ro LightSpeed www.europages.ro Linde Gaz Romania www.linde-gaz.ro Services offered: Energy Manager/Contact: Oliver Christian Pfann Tel.: +407 405 821 27 e-mail: oliver.pfann@ro.linde-gas.com LLP DYNAMICS-SERVICII INFORMATICE S.R.L. www.llpdynamics.com Manager/Contact: Tel.: +402 123 310 80

Kapsch Romania www.kapsch.ro Services offered: Software Manager/Contact:

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2014

SSCs/BPOs in Romania

Luxoft Services offered: ITO Manager/Contact: Bogdan Pelinescu Makita EU Branesti www.makita.ro Manager/Contact: Koji Akashi Tel.: +402 135 113 87 Manpower Romania www.manpower.ro Services offered: HR Manager/Contact: Valentin Petrof Microsoft www.microsoft.com/ro-ro/default.aspx Services offered: Software Manager/Contact: Kostas Loukas Microsoft Services offered: Software Manager/Contact: Toni Pruteanu Mind Treat Studios www.mindtreatstudios.com Services offered: IT Manager/Contact: Tel.: +402 122 455 16 Misoft Systems www.misoft-systems.net Manager/Contact: Iulian Iuga e-mail: iulian.iuga@misoft-systems.net Mobile Distribution www.mobile-distribution.ro Manager/Contact: Zsolt Fodor Monsanto www.monsanto.ro Manager/Contact: Cosmin Chioreanu Tel.: +402 130 571 40 e-mail: cosmin.chioreanu@monsanto.com Montana Motorola www.motorola.ro Manager/Contact: Aurelian Sima Tel.: +402 130 763 00 e-mail: office@motorola.ro MyVideo www.myvideo.ro Manager/Contact: Tel.: +403 141 019 11

2014

Manager/Contact: Daniel Mereuta Tel.: +402 130 019 45 e-mail: daniel.mereuta@optimacall.ro

Navigator

Oracle www.oracle.ro Services offered: SSC Manager/Contact: Sorin Mandrutescu Tel.: +402 130 396 39

Navigon www.navigon.com Ness Romania www.ness.com Manager/Contact: Tel.: +402 130 055 18 e-mail: investor@ness.com

Orange www.orange.ro Services offered: Telecom Manager/Contact: Jean Francois Fallacher Tel.: +402 120 334 10

Nestle Romania www.nestle.ro Services offered: FMCG Manager/Contact: Herve de Froment

OSF Global Services www.osf-global.com Manager/Contact: Tel.: +403 644 101 11

Network ONE D. www.nod.ro Manager/Contact: Razvan Ziemba

Outsourcing Advisiors www.outsourcingadvisors.ro Services offered: Consulting Manager/Contact: Amalia Sterescu

Neusoft www.neusoft.com/en/ Manager/Contact: Rares Grecu Tel.: +403 644 101 11 e-mail: raresgrecu@neusoft.com

Parsing Media Manager/Contact: Cristian Gorie e-mail: cristian.gorie@parsing.ro

NOVARTIS www.novartisoncology.com Services offered: Medical Manager/Contact: Elena Mitova Tel.: +402 131 299 01 e-mail: elena.mitova@novartis.com

PayPal Services offered: Banking Manager/Contact: Damien Perillat Pentalog www.pentalog.fr Manager/Contact: Monica Jiman Tel.: +402 131 007 80 e-mail: mjiman@pentalog.fr

Office Depot Service Center S.R.L. www.officedepot.com Services offered: BPO Manager/Contact: Lavinia Florea Tel.: +403 647 115 18 e-mail: lavinia.florea@officedepot.com

Pfizer www.pfizer.eu Manager/Contact: Gregory Reeder Tel.: +402 120 728 00 e-mail: GregoryReeder@pfizer.com

OMV Petrom S.A. www.petrom.com Services offered: Energy Manager/Contact: Mariana Gheorge Tel.: +402 140 600 40 OMV Petrom S.A. – Petrom Solutions www.omv.com Services offered: SSC Manager/Contact: Oana Andreea Bucur (Pelea) e-mail: Oana.Bucur@petrom.com OMV Solutions GmbH www.omv.com Services offered: SSC Manager/Contact: Christian Benda e-mail: Christian.Benda@omv.com Optima Solutions Services www.optimacall.ro Services offered: BPO

Pierre Audoin Consultants Services offered: Market Research Manager/Contact: Eugen Schwab-Chesaru Process Solutions Services offered: BPO Manager/Contact: Ferenc Gabor e-mail: ferenc.gabor@ps-bpo.com Procter & Gamble GBS www.pg.com Services offered: SSC Manager/Contact: Hans Dewaele Tel.: +402 130 111 10 e-mail: hans.dewaele@pg.com

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and Outsourcing Directory

Lugera & Makler www.lugerarepublic.ro Services offered: HR Manager/Contact: Cristina Savuica

Napoca Software Services offered: Software Manager/Contact: Tel.: +403 641 014 24

75 CEE Shared Services

Logica CMG

SSCs/BPOs in Romania Qubiz www.qubiz.com Services offered: Computer Services, Information Technology Services Manager/Contact: Iona Anghel Tel.: +403 594 022 67 e-mail: iona.anghel@qubiz.ro

and Outsourcing Directory

Raiffeisen www.raiffeisen.ro Services offered: Banking Manager/Contact: Steven van Groningen Tel.: +402 130 630 02

CEE Shared Services

76

RDS&RCS www.rcs-rds.ro Services offered: Telecom Manager/Contact: Alexandru Oprea Tel.: +403 140 065 00 e-mail: alex.oprea@rcs-rds.ro Real www.real-hypermarket.ro Services offered: FMCG Manager/Contact: Michel Lamoot Regina Maria www.reginamaria.ro Services offered: Medical Manager/Contact: Fady Chreih Renovatio IT Solutions www.renovatio-solutions.ro Manager/Contact: Tel.: +403 594 022 67 e-mail: marcel.anghel@qubiz.ro Rewe România SRL www.penny.ro Manager/Contact: Christian Beck RHS Company www.rhs.ro Services offered: IT solutions Manager/Contact: Dragos Popescu Tel.: +402 133 100 67 e-mail: dragospopescu@rhs.ro Ring Business Development Services offered: Education Manager/Contact: Keith Parker e-mail: keithparker.training@gmail.com RomSoft www.rms.ro Services offered: Software Manager/Contact: Tel.: +403 684 536 92 Romsys www.romsys.ro Services offered: Software Manager/Contact: Horatiu Berdila Romtelecom www.romtelecom.ro Services offered: Telecom Manager/Contact: Nikolai Beckers e-mail: roxana.mihul@romtelecom.ro Rosegur Services offered: Security Manager/Contact: Daniel Timofei

Rosko Textil Manager/Contact: Marcel Nardelli Tel.: +402 572 086 00 e-mail: alucaci@eu.saralee.com Rue de la Paye www.myrdlp.com Services offered: BPO Manager/Contact: Irina Stoenescu Tel.: +403 143 270 26 e-mail: irina.stoenescu@ruedelapaye.com S Immo www.simmoag.ro Manager/Contact: Daniela Badulescu e-mail: daniela.badulescu@simmoag.ro S.C.SYKES ENTERPRISES EASTERN EUROPE S.R.L. www.sykes.com Services offered: BPO Manager/Contact: Pop Raluca Tel.: +403 741 650 00 e-mail: raluca.pop@sykes.com S&T Romania www.snt.ro Manager/Contact: Mircea Neagu Saint Gobain www.saint-gobain.com Manager/Contact: Wojciech Krygowski e-mail: Wojciech.Krygowski@saint-gobain.com Sandofi en.sanofi.com Services offered: Pharma Manager/Contact: Christophe Gourlet Tel.: +402 131 731 36 e-mail: christophe.gourlet@sanofi-aventis.com SAP Romania www.sap.ro Services offered: Software Manager/Contact: Valentin Tomsa SC FITS SRL www.fits.ro Services offered: IT Manager/Contact: Ovidiu Diaconu Tel.: +402 322 065 75 e-mail: ovidiu.diaconu@fits.ro Schneider Electric www.schneider-electric.com Services offered: SSC Manager/Contact: Saulo Spaolanse Tel.: +402 120 306 06 Scop Computers www.scop.ro Services offered: IT Manager/Contact: Artur Czupyt Tel.: +402 130 157 00 Scop Computers Services offered: IT Manager/Contact: Doina Ilie Tel.: +402 123 165 95 Siemens Romania www.siemens.com Services offered: Industrial Manufacturing Manager/Contact: Laurentiu Nedu Tel.: +402 162 964 00

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e-mail: laurentiu.nedu@siemens.com SII Romania Manager/Contact: Ionela Dumitrascu e-mail: ionela.dumitrascu@siiromania.ro SII Romania CVT www.siiromania.ro Services offered: ITO Manager/Contact: Ionela Dumitrascu Tel.: +402 132 023 10 e-mail: ionela.dumitrascu@siiromania.ro Silicon Service www.siliconservice.ro Manager/Contact: Tel.: +402 322 668 31 SIVECO Romania www.siveco.ro Services offered: IT Manager/Contact: Irina Socol Tel.: +402 322 270 03 e-mail: irina.socol@siveco.com Skanska Property Romania www.skanska.ro/en/About-us/ Services offered: RealEstate Manager/Contact: Marcin Łapiński e-mail: marcin.lapinski@skanska.ro SmartTel www.smarttel.ro Services offered: Software Manager/Contact: Rodica Pavaloaia Tel.: +407 235 095 09 Societe Generale European Business Services www.socgen.com Services offered: SSC Manager/Contact: Maurice Caulliez Tel.: +403 741 675 77 e-mail: maurice.caulliez@socgen.com Softserve Services offered: ITO Softvision www.softvision.ro Services offered: ITO Manager/Contact: George Stan Tel.: +403 644 014 00 e-mail: george.stan@softvision.ro Star Storage www.star-storage.ro Services offered: ITO Manager/Contact: Catalin Paunescu e-mail: catalin.paunescu@star-storage.ro StarFoods www.pepsico.ro Services offered: FMCG Manager/Contact: Michalis Orfanoudakis e-mail: michalis.orfanoudakis@pepsico.com Steelcase www.steelcase.com Manager/Contact: Bettina Plassmann e-mail: bplassma@steelcase.com Stefanini Services offered: BPO Manager/Contact: Manuel Frade

2014

SSCs/BPOs in Romania

Sysgenic Group www.sysgenic.com Manager/Contact: Tel.: +402 130 233 00 e-mail: communication@siveco.ro Sysmex www.sysmex-europe.com Manager/Contact: Tel.: +402 131 007 74 T-com

Wind Technologies

Trenkwalder www.trenkwalder.ro Manager/Contact: Bogdan Florea e-mail: inforomania@trenkwalder.com

Wipro www.wipro.com Services offered: ABSL Manager/Contact: Vivek Bakshi Tel.: +402 131 181 10 e-mail: vivek.bakshi@wipro.com

Trilex www.trilex.ro Services offered: Education Manager/Contact: Hilde Corbu e-mail: hilde.corbu@trilex.ro

WISE Finance Solutions Manager/Contact: Bogdan Hossu e-mail: bogdan.hossu@wfs.eu

Trust Corporation Manager/Contact: Lalit Narayan Jha e-mail: lalit.jha@thakral.ro TUV Austria Romania www.tuv-austria.ro Manager/Contact: Doru Fulga Tel.: +402 131 532 95

T-systems

Wizrom Manager/Contact: Zemy Apfelbaum Tel.: +407 420 354 96 e-mail: office@wizrom.ro WIZROM SOFTWARE www.wizrom.ro Manager/Contact: Adrian Bodomoiu Tel.: +407 412 056 02 e-mail: office@wizrom.ro

Ubisoft Teamnet www.teamnet.ro Services offered: ITO Manager/Contact: Bogdan Padiu Teleperformance www.teleperformance.ro Services offered: BPO Manager/Contact: Edmona Popescu Tel.: +402 140 108 00 e-mail: edmona.popescu@teleperformance.com Top Brands Distribution www.tbd.ro Services offered: FMCG Manager/Contact: Wael El Ghadban TOTALSOFT www.totalsoft.ro Services offered: ITO Manager/Contact: Dan Liviu Dragan Tel.: +402 133 517 09 TRANSART www.transart.ro Manager/Contact: Tel.: +402 652 183 97 Transart SRL www.transart.ro Services offered: Computer Services, Information Technology Services Manager/Contact: Marius Iurian Tel.: +402 644 405 00 e-mail: marius.iurian@transart.ro Transelectrica www.transelectrica.ro Services offered: Energy Manager/Contact: Gheorghe Stefan Transgaz www.transgaz.ro Services offered: Energy Manager/Contact: Petru Vaduva

UCMS Group Romania www.ucmsgroup.com Services offered: BPO Manager/Contact: Alice TĂŽrĹ&#x;ea e-mail: alice.tirsea@ucmsgroup.com Unicredit www.unicredit.ro Services offered: Banking Manager/Contact: Rasvan Radu Tel.: +402 120 020 20 Unilever www.unilever.ro Services offered: FMCG Manager/Contact: Jarek Malinowski Tel.: +402 130 348 00 United Business Development www.ubd.ro Manager/Contact: Dan Berteanu Tel.: +403 171 003 60 e-mail: dan.berteanu@ubd.ro

WNS Global Services Services offered: BPO Manager/Contact: Lucian Vintu e-mail: Lucian.Vintu@wns.com Xerox Services Europe www.xerox.ro Services offered: SSC Manager/Contact: Gabriel Pantelimon Tel.: +402 130 335 00 XL World www.xlworld.eu/ro/ Services offered: ITO Manager/Contact: Roberto Montandon Tel.: +403 324 030 01 e-mail: info@xlworld.eu, george.iancu@xerox.com Ymens www.ymens.ro Services offered: Cloud Manager/Contact: Bogdan Balaci

UPC www.upc.ro Services offered: Telecom Manager/Contact: Severina Pascu

Zitec www.zitec.com Services offered: ITO Manager/Contact: Ionut Voda Tel.: +403 171 001 14 e-mail: ionut.voda@zitec.com

Walter Services Services offered: BPO Manager/Contact: Mihai Ilie-Goga Tel.: +402 152 994 00 e-mail: mihai.ilie-goga@gmail.com

ZTE Romania www.zte.ro Services offered: ITC Manager/Contact: Lorian Vintila e-mail: janina.budreala@zte.ro

Waters Romania www.waters.com Services offered: BPO Manager/Contact: Gheorghe Neagu

Zurich Insurance

Webhelp www.webhelp.fr/en Services offered: SSC Manager/Contact: Mihaela Rusu e-mail: mrusu@webhelp.ro

Transmec www.transmecgroup.it Manager/Contact: Massimo Montecchi

2014

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and Outsourcing Directory

Syngenta www.syngenta.com Services offered: chemicals Manager/Contact: George Dragan Tel.: +402 152 812 00 e-mail: george.dragan@syngenta.com

Tremend Software Consulting www.tremend.ro

77 CEE Shared Services

e-mail: manuel.frade@stefanini.com

SSCs/BPOs in Slovakia

Slovakia

and Outsourcing Directory

Accenture Outsourcing Location: Bratislava Key Sector: IT Main services provided: Finance, Supply Chain & Logistics No. of employees (approx.): 600 Year started in Slovakia: 1992

CEE Shared Services

78

Key Sector: IT Main services provided: IT – Antivirus SW Development No. of employees (approx.): 350 Year started in Slovakia: 1992

Austrian Airlines Location: Bratislava Key Sector: Other Main services provided: CC for Customer Service, Reservation No. of employees (approx.): 50 + expansion planned Year started in Slovakia: 2005

Accenture Technology Solutions Location: Bratislava Key Sector: IT Main services provided: Technical Support & Centre for Technology Solutions No. of employees (approx.): 600 Year started in Slovakia: 1992

BASF Location: Bratislava Key Sector: Other Main services provided: SSC for Accounting, IT, HR No. of employees (approx.): 45 Year started in Slovakia: 1993

Ajilon Location: Bratislava Key Sector: IT Main services provided: IT Networks Monitoring Centre No. of employees (approx.): 270 Year started in Slovakia: 2003

Crystal Call Location: Bratislava, Nitra, Trenčín , Topoľčany Key Sector: Other Main services provided: CC for Telemarketing Services No. of employees (approx.): 630 Year started in Slovakia: 2004

Alcatel/Lucent Location: Bratislava Key Sector: IT Main services provided: IT & Telecom Development No. of employees (approx.): 100 Year started in Slovakia: 1991

Danisco Location: Bratislava Key Sector: Financial/Accounting Main services provided: SSC for Accounting No. of employees (approx.): 100 Year started in Slovakia: 2008

Allianz Business Services Location: Bratislava Key Sector: Financial/Accounting Main services provided: SSC for Finance, IT No. of employees (approx.): 106 + expansion planned Year started in Slovakia: 2006

Datalan Location: Bratislava Key Sector: Other Main services provided: ICT Service Centre & Outsourcing No. of employees (approx.): 66 Year started in Slovakia: 1990

Amazon Location: Bratislava Key Sector: Other Main services provided: Technical Helpdesk & Service Support No. of employees (approx.): 200 (400 end of 2012) Year started in Slovakia: 2011 Ariba Location: Kosice Key Sector: IT Main services provided: IT No. of employees (approx.): 25 Year started in Slovakia: 2005 Asseco Central Europe Location: Bratislava Key Sector: IT Main services provided: SW Development No. of employees (approx.): 800 Year started in Slovakia: 1999 AT&T Global Network Services Slovakia Location: Bratislava, Košice Key Sector: Other Main services provided: CC for Sales, Technical Support, Customer Service, SSC for Finance, Accounting, Billing No. of employees (approx.): 2200 + expansion planned Year started in Slovakia: 1999

DELL European Business Centre Location: Bratislava Key Sector: Financial/Accounting Main services provided: Finance, Accounting, Marketing, Sales, Technical Support, Customer Service No. of employees (approx.): 1900 + expansion planned Year started in Slovakia: 2001 Deutsche Telekom Location: Bratislava Key Sector: IT Main services provided: Telecom Support No. of employees (approx.): 211 + expansion planned Year started in Slovakia: 2009 Emerson Network Power Location: Nové mesto nad Váhom Key Sector: Other Main services provided: Technical Helpdesk No. of employees (approx.): 130 + expansion planned Year started in Slovakia: 2004 Erni Slovakia Location: Bratislava Key Sector: IT Main services provided: IT Services No. of employees (approx.): 30 Year started in Slovakia: 2007 ESET Location: Kosice, Bratislava

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First Data Location: Bratislava Key Sector: IT Main services provided: IT Services No. of employees (approx.): 410 + expansion planned Year started in Slovakia: 1994 Henkel Location: Bratislava Key Sector: Financial/Accounting Main services provided: SSC for Accounting No. of employees (approx.): 472 Year started in Slovakia: 1991 Hewlett-Packard Slovakia Location: Bratislava Key Sector: IT Main services provided: Hardware B2B Support, Application Management No. of employees (approx.): 1600 Year started in Slovakia: 2000 IBM (ISC) Location: Bratislava, Košice, Banská Bystrica Key Sector: Financial/Accounting Main services provided: Accounting, Financing, B2B Support, Customer Service No. of employees (approx.): 4000 Year started in Slovakia: 1992 InsData Location: Nitra Key Sector: IT Main services provided: Software & Cross Border Service No. of employees (approx.): 251 Year started in Slovakia: 1996 InsData Location: Nitra Key Sector: Financial/Accounting Main services provided: Software & Cross Border Service No. of employees (approx.): 251 Year started in Slovakia: 1996 Johnson Controls International Bratislava Location: Bratislava Key Sector: Financial/Accounting Main services provided: Finance, Accounting, HR, IT, Sales No. of employees (approx.): 1500 Year started in Slovakia: 2004 KONE Location: Bratislava Key Sector: Financial/Accounting Main services provided: Accounting, Finance No. of employees (approx.): 150 + expansion planned Year started in Slovakia: 2004 LENOVO European Global Supply Chain Centre Location: Bratislava Key Sector: Financial/Accounting Main services provided: Customer, Technical Assistance Centre No. of employees (approx.): 600 Year started in Slovakia: 2005 Mondelez International Location: Bratislava Key Sector: Financial/Accounting

2014

SSCs/BPOs in Slovakia Main services provided: Customer Service Call Centre No. of employees (approx.): 353 Year started in Slovakia: 1996

NESS Slovakia Location: Bratislava Key Sector: IT Main services provided: IT Solutions, Technical Support No. of employees (approx.): 411 Year started in Slovakia: 2004

Sauer-Danfoss Location: Považská Bystrica Key Sector: Financial/Accounting Main services provided: European Finance Centre No. of employees (approx.): 50 Year started in Slovakia: 2007

NESS Slovakia Location: Bratislava Key Sector: Other Main services provided: IT Solutions, Technical Support No. of employees (approx.): 411 Year started in Slovakia: 2004

Siemens Location: Bratislava Key Sector: IT Main services provided: IT Solutions, Technical Support No. of employees (approx.): 1059 Year started in Slovakia: 1993

O2 Telefonica Location: Banská Bystrica Key Sector: Other Main services provided: Customer Service Call centre No. of employees (approx.): 95 Year started in Slovakia: 2002

Soitron Location: Bratislava Key Sector: Other Main services provided: IT services, outsourcing No. of employees (approx.): 590 Year started in Slovakia: 2005

ON Semiconductor Location: Piešťany Key Sector: Other Main services provided: EMEA & AMR Customers Service Centre No. of employees (approx.): 240 Year started in Slovakia: 1998

SwissRe Business Services Location: Bratislava Key Sector: Financial/Accounting Main services provided: Finance, IT No. of employees (approx.): 600 Year started in Slovakia: 2006

T-Com Location: Kosice, Prešov, Banská Bystrica, Žilina, Bratislava Key Sector: Other Main services provided: Multimedia Services No. of employees (approx.): 500 T-Systems Slovakia Location: Kosice Key Sector: IT Main services provided: IT, Technical Support & Centre for Technology Solutions No. of employees (approx.): 3000 Year started in Slovakia: 2006 Zurich Insurance Ireland Location: Bratislava Key Sector: Other Main services provided: CC, Sales Support No. of employees (approx.): 53

Sykes Location: Kosice Key Sector: Other

79

CEE Shared Services & Outsourcing Awards Gala 2014

2014

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CEE Shared Services

Orange Location: Bratislava, Banská Bystrica Key Sector: Other

Main services provided: Customer Service & Support, Telemarketing No. of employees (approx.): 7 Year started in Slovakia: 2004

and Outsourcing Directory

Main services provided: Accounting, Financial Services No. of employees (approx.): 500 Year started in Slovakia: 2004

SSCs/BPOs in Estonia

Estonia AGA, Linde Group Tel.: +372 650 45 00 e-mail: info@tallink.ee Arvato Tel.: +372 610 03 00 Blue Travel Services (SAS) Tel.: +372 668 01 30

and Outsourcing Directory

Danpower Tel.: +372 786 41 52

CEE Shared Services

80

Finnair Tel.: +372 744 03 09 Fortum Tel.: +372 682 75 00 e-mail: info@bluetravelservices.com Hurtigruten Itella (now OpusCapita) Tel.: +372 651 90 00 Konecranes Tel.: +372 611 27 95

Kühne+Nagel Tel.: +372 660 09 66 Manpower Kft. Tel.: +372 630 65 65 Orkla Tel.: +372 621 90 02 Runway Tel.: +372 668 10 60 Statoil Tel.: +372 675 77 00 Stora Enso Tel.: +372 714 00 00 e-mail: info@sunnybusiness.ee Sunny Business Services Tel.: +372 684 14 00 Tallink Transcom Tel.: +372 673 72 00 e-mail: info@itella.ee

G4S to set up its European shared services centre in Tallinn Global security services provider G4S is following in the steps of several other multinationals such as Statoil Fuel & Retail or Kühne + Nagel and has decided to set up its panEuropean shared services centre in Estonia, as of May 2014.

The move is expected to create about 100 jobs and bring the state up to one million euros in additional taxes a year. The new shared services centre will serve all European countries where G4S has business and will be housed in the new G4S building in Tallinn.

Unitl now the group had separate accounting units in all countries where it operates in Europe, but will now concentrate its shared services such as accounting, IT support, procurement and personnel accounting in Tallinn. „The strategic decision has been made on the Group level to bring its pan-European shared services centre to Tallinn,” said Artjom Sokolov, board member of G4S Estonia. The new centre will be providing services to 26 countries in Europe.

Sokolov said that Estonia was competing with Poland for the right to house the shared services centre, and its main benefits were transparency, investor protection, stable business and political environment including tax enviroment and good knowledge of foreign languages.

He added that the Group aims to achieve cost-cutting effect from transferring the centre to a cheaper country

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such as Estonia. „We have plenty of competitive labour force and Estonia could attract more such centres in the future,” he said, adding that the centre will have about 100 employees.

Sokolov explained that, before, G4S did not have a shared service centre and all the local functions were handled individually. „It means we are now creating a new business model,” he said.

Speaking of finances that will be administered by the centre, Sokolov said that they will amount to about 2 billion euros. G4S is already seeking a managing director for the new centre which is expected to start at full capacity in two years. One important stepis to harmonise IT solutions and create a joint IT platform.

G4S operates in 125 countries worldwide and has about 650,000 employees.

In 2013, the Group made an operating profit of 537 million euros. n

2014

SSCs/BPOs in Latvia

Latvia

ALD Automotive, Ltd K. Ulmaņa gatve 119, LV-2167 Riga Tel.: +371 67 783 377 e-mail: info.lv@aldautomotive.com www.aldautomotive.lv Number of employees: 13 Services offered: BPO Atea Global Services, Ltd Skanstes iela 50, LV-1013 Riga Tel.: +371 673 596 00 e-mail: nicolas.albana@atea.com services.atea.com Number of employees: 220 Services offered: BPO/SSC Baltic Computer Academy, Ltd Lattelecom group* Tallinas iela 4, LV-1001 Rīga Tel.: +371 675 050 90 e-mail: educ@bda.lv, bda@bda.lv www.bda.lv Number of employees: 31 Services offered: BPO BALTIK IT,Ltd 11/13 Zivju street, LV-3401 Liepaja Tel.: +371 634 222 30 e-mail: baltikit@gmail.com Number of employees: 109 Services offered: BPO C.T.CO, Ltd 15/25 Jurkalnes St., LV-1046 Riga Tel.: +371 677 963 23 e-mail: company@ctco.lv www.ctco.lv Number of employees: 300 Services offered: IT BPO Citrus Solutions, Ltd Lattelecom group* Ūnijas iela 52, LV-1084 Rīga Tel.: + 371 670 560 11 e-mail: info@citrus.lv www.citrus.lv Number of employees: 257 Services offered: BPO Cytec Latvia, Ltd Ropazu street 10 Block B, 7th floor, LV-1039 Riga Tel.: 371 6 7118977 e-mail: custinfo@cytec.com, gbsoffice@cytec.com www.cytec.com

2014

Number of employees: 194 Services offered: Multifunctional SSC DATA-Factories, Ltd 11-112 Ausekla street, LV-1010 Riga Tel.: +371 67 279 491 e-mail: office@data-factories.com www.data-factories.com Number of employees: 13 Services offered: BPO

SEB Service Centre Skandinaviska Enskilda Banken AB, Riga branch Ķekava County,Valdlauči, Meistaru Street 1 LV-1076 Valdlauči Tel.: +371 277 787 77 e-mail: info@seb.lv www.seb.lv Number of employees: 280 Services offered: SSC

DEAC, Ltd Maskavas street 459, LV-1063 Riga Tel.: +371 670 721 00 e-mail: office@deac.lv www.deac.lv Number of employees: 45 Services offered: IT BPO

SERGEL, Ltd Lielvardes street 8a, LV-1006 Riga Tel.: +371 676 303 03 e-mail: Info@sergel.lv www.sergel.lv Services offered: BPO

DNB Bank ASA Latvijas Filiāle Skanstes Street 12, LV-1013 Riga Tel.: +371 670 771 17 e-mail: info@dnb.lv Number of employees: 52 Services offered: Financial SSC

Statoil Fuel & Retail Business Centre Duntes iela 6 LV-1013 Rīga Tel.: +371 670 881 00 e-mail: latvija@statoilfuelretail.com www.statoil.lv Number of employees: 169

DYNA IT,Ltd Brīvības street 37-7, LV-1010 Riga Tel.: +371 672 431 13 e-mail: office@dyna-it.com www.dyna-it.com Number of employees: 10

Tele2 Shared Service Center, Ltd Tele 2 Shared Service Center, Ltd Mūkusalas iela 41b, LV-1067 Riga Tel.: + 371 670 607 64 e-mail: contact_rigabilling@tele2.com www.tele2.com Number of employees: 254 Services offered: IT SSC

Evry Latvia Skanstes iela 54A, LV-1013 Rīga www.evry.com Number of employees: 60 Services offered: IT SSC

Tieto Global Shared Service Centre Tieto Latvia, Ltd Ūnijas iela 8 k.9, LV-1084 Riga Tel.: +371 671 165 65 e-mail: latvia@tieto.com www.tieto.lv Number of employees: 180 Services offered: Financial SSC

Exigen Services Latvia, Jsc S.Eizenšteina street 29a, LV-1079 Riga Tel.: +371 670 677 77 e-mail: market@exigenservices.com www.exigenservices.lv Number of employees: 330 Services offered: IT BPO Intrum Justitia Software Development Centre Brīvības gatve 214M— 2, LV-1039 Rīga Tel.: +371 261 773 11 www.intrum.com Number of employees: 45 Services offered: IT SSC LatInSoft.Ltd Mihoelsa street 56, LV-5401 Daugavpils Tel.: +371 654 232 88 e-mail: info@latinsoft.lv www.latinsoft.lv Number of employees: 39 Services offered: Multifunctional BPO

Transporent, Ltd Vangažu iela 2, LV-1024 Riga Tel.: +371 800 099 99 e-mail: info@sixt.lv www.transporent.lv Number of employees: 17 Services offered: BPO Zalaris HR Services Latvia, Ltd Duntes 6, LV-1013 Riga Tel.: +371 255 487 39 Number of employees: 24 Services offered: BPO

Lattelecom Technology, Ltd Lattelecom group* Skanstes iela 13 LV-1013 Rīga Tel.: +371 670 200 00 e-mail: sales.technology@lattelecom.lv www.lattelecom.lv

www.ceeOutsourcingAwards.com

and Outsourcing Directory

AGA, Ltd. Katrīnas iela 5, LV1045 Rīga Tel.: 371 80005005 e-mail: aga.ksc@lv.aga.com, aga@lv.aga.com www.aga.lv Number of employees: 77 Services offered: SSC

Proof IT, Ltd Blaumana street 5a-8, LV-1011 Riga Tel.: +371 673 314 33 e-mail: proofit@proofit.lv www.proofit.lv Number of employees: 22

81 CEE Shared Services

Accenture Technology Solutions, Latvian branch Brīvības gatve 214 – 3.floor, LV-1039 Riga Tel.: +371 670 197 00 www.accenture.lv Number of employees: 425 Services offered: IT BPO

Number of employees: 232 Services offered: IT BPO

SSCs/BPOs in Lithuania

Lithuania Atea e-mail: info@atea.com Services offered: IT

and Outsourcing Directory

Baltic Data Center (TEO Group/TeliaSonera) e-mail: info@bdc.lt Services offered: IT

CEE Shared Services

82

Services offered: IT Mirror Accounting e-mail: marked@dkr.no Services offered: F&A

Danske Services offered: F&A

Nielsen Services offered: F&A

Dematic Limited e-mail: info.lt@dematic.com Services offered: IT

Omega Technologies Services offered: IT Paroc Oy Ab e-mail: Services offered: F&A

Barclays Bank Services offered: IT

Euromonitor International e-mail: info@euromonitor.lt Services offered: Analytics

Callcredit e-mail: press@callcreditgroup.com Services offered: IT

Festo e-mail: info_lt@festo.com Services offered: IT

Citco e-mail: vilnius-trust@citco.com Services offered: F&A

GreenCarrier e-mail: info@greencarrier.lt Services offered: F&A

Storebrand Group Services offered: F&A

Computer Sciences Corporation (CSC) e-mail: investorrelations@csc.com Services offered: IT

HP Services offered: IT

Swedbank Services offered: IT

IBM Services offered: IT

Western Union Services offered: Multifunction

Cowi e-mail: info@cowi.lt Services offered: Multifunction

Royal unibrew Services Services offered: F&A Skandinaviska Enskilda banken (SEB) Services offered: Multifunction

Inwido Support Services offered: Engineering

CSC Telecom e-mail: info@csc.lt Services offered: Call Centre

Matrix Software Baltic e-mail: info@matrix-software.nl

CEE Shared Services & Outsourcing Awards Winners 2014 Best City - CEE: Vilnius

New Investors in 2013: Swedbank and Cowi. Major expansions by: Western Union and NFQ Solutions. All procedures are simplified for new investors; Tax system privileges; High qualification specialists, especially in the IT sector.

Vilnius claims to have the most multilingual people in the EU.

www.ceeOutsourcingAwards.com

Best IT- Rest of CEE: NFQ Solutions

Based in Kauna, Lithuania, NFQ Solutions provides E-business and software development with major focus on large scale e-commerce platforms, the travel market and meta search solutions. While NFQ receives around 75% of its revenue from services to foreign customers, the company is considered to be the godfather of Lithuanian e-commerce with more than 300 different projects launched in and around the country in the past 10 years. NFQ Academy, our free three month long series of lectures and workshops for students interested in software development, held its fourth semester last year. It was record breaking - more than 400 students applied for some 50 places at the Academy. A Java class was launched in addition to two PHP groups in Vilnius and Kaunas.

2014

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