CEE Shared Services and Outsourcing Directory - 2016

CEE SharedServices & OutsourcingDirectory 2016

Poland

1186 SSCs and BPO centers in CEE

Hungary Czech Slovakia Romania Lithuania Latvia Estonia Bulgaria Serbia

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ENJOY NEW FIELDS OF DEVELOPMENT!

FIELDS - LIMITLESS COLLABORATION Kinnarps’ new modular product series Fields is developed and adapted for active workplaces. With sofas, tables, screens and easy chairs, Fields adapts itself to the user.

Whether you wish to socialise or need to work undisturbed, Fields has a space for you.

„The foundation of Fields is a modular flexible system where it is possible to combine components and add functionality based on needs, context and place. We have created the building blocks and possibilities, from which the architects can continue to create good, functional and stylish environments.” says Olle Gyllang.

Fields is designed by the Swedish designer Olle Gyllang from the Stockholm-based Propeller Design AB. A renowned design agency with extensive experience from the fields of product design, industrial design and design strategy.

Fields’ modular and flexible design erases the boundaries between areas for meetings and working alone and connects the individual with the group, as well as making it possible for all staff to find their own space to work and be happy in.

More at www.kinnarps.com

2 0 CEE SharedServices 1 6 & OutsourcingDirectory ISSN 1643-4692

Publisher: BizPoland Media Group sp. z o.o. ul. DĹ‚uga 44/50, bud. D, lok 704, 00-241 Warszawa tel./fax: 022 831 7062 Research: Maria Ponomareva Armina Starowicz Marketing Executive: Magdalena Jakubowska President: Thom Barnhardt barnhardt@biznespolska.pl Graphic Design/DTP: sparfianowicz.wordpress.com Distribution:

Table of Contents CEE region builds on strength to move up in global rankings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Poland . . . . . . . . . . . . . . . . . . . . . . . . . 8 Hungary . . . . . . . . . . . . . . . . . . . . . . . 54 Czech Republic . . . . . . . . . . . . . . . . . . . . 63 Slovakia . . . . . . . . . . . . . . . . . . . . . . . . 68 Romania . . . . . . . . . . . . . . . . . . . . . . . 72 Lithuania . . . . . . . . . . . . . . . . . . . . . . . 77 Latvia . . . . . . . . . . . . . . . . . . . . . . . . . 83 Estonia . . . . . . . . . . . . . . . . . . . . . . . . 87 Bulgaria . . . . . . . . . . . . . . . . . . . . . . . . 90 Serbia . . . . . . . . . . . . . . . . . . . . . . . . . 92 Tholons 2016 Top 100 Outsourcing Destinations . . . . . . . . . . . . . . . . . . . . . . 94

2 February 2017

CEE Shared Services & Outsourcing Awards Gala Winners awarded in 26 categories

At the 4th annual CEE Shared Services and Outsourcing Awards, held on 4 February 2016 at Warsaw’s Hotel Intercontinental, 26 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 136 nominations.

Companies that attended included:

ACCA, Accent Business Training, Accent for Professionals, Adaptive Solutions, Adecco, Advisory Group Test HR, AIG, AIG Lincoln, Alliance for Recruitment, Allianz, ANIS Romania, ASPIRE, AVON, Barclays Group Ops Lithuania, Barclays Tech Ctr Lithuania, Bard SSC, Barona ICT Services Poland, BiznesPolska, Black&Decker, BNP Paribas Sec. Services, Bonnier Business, BP BSC Kft (GBS Europe), BPCC, BPH TFI, Bulgarian Outsourcing Assoc, Buma, Capgemini Polska, Capita, Capita Poland, CBRE, CBRE Corporate Outsourcing, CenturyLink Poland, CFA, CFA Society, CFA Society Poland, CH2M, Ciklum, Ciklum Poland, Cisco Systems Poland, Citibank, Citibank Europe plc, City of Ketrzyn, City of Lublin, City of Poznan, City of Vilnius, Coca-Cola, Colliers, Coloplast Business Centre, Conectys, CPL Integrated Solutions, CPL Krakow, Credit Suisse, CSC, Cushman&Wakefield, CzechInvest, Danske Bank Global Services Lithuania, Danske Bank Group Services, Danske Bank Group Services Lithuania , Danske Group IT Lithuania, Deloitte, DELTA Capital Group, Deutsche Services, DHL, Dixons Carphone, Electrolux Poland, Enterprise Lithuania, Europaproperty, Finelia- FORUM ONLY, Genpact Romania, Germany Trade (GTAI), Global Remote Services, Goldman Sachs, Grafton, GSK Services, GTC, HB Reavis, HCL, HCL Poland, Hungarian Outsourcing Assoc, Intermedix, Invest Lithuania, JLL, Kinnarps, KMD, Latvia (LIAA), Lexmark, MANN+HUMMEL SERVICE, s.r.o., MAYOR - VILNIUS, Mazars, Mettler-Toledo Sp, MoneyGram, NASDAQ, Newsec, NGA Human Resources, NOA (UK), Nowy Styl, Olivia Business Centre, PAIZ, Philips, PM Group, PM Group-FORUM ONLY, Proservartner, PWC, PWC Shared Delivery Centre Katowice, PWCIB, Randstad, RBS, Reed Hungary, SARIO, Schneider, Siemens, Skanska, Softserve, SSC Exec, SSC Heroes, State Street, Stefanini, Strategic Staffing - Lithuania, Sutherland, Tate & Lyle Global Shared Services, TCS, Tele2 Shared Service Center, Transparent, Trellis (Denmark), Turbine Analytics S.A., UCMS, UM Bydgoszcz, UM Lublin, UM Opole, UPS Global Business Services, Urząd Komisji Nadzoru Finansowy , Vastint, Verita HR, Viessman R&D Wroclaw, WBJ, Western Union, WNS

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Final Winners : Best CSR initiative of the Year 2016 Credit Suisse partnership with Wroclaw Children’s Hospice Foundation

Most Dynamically Developing City – Poland 2016 Tri City

Best Business Centre Manager of the Year – Shared Services 2016 Terri Gerosa, CSC Poland Head, Citi Service Center Poland

Emerging City of the Year – CEE 2016 Kaunas (Lithuania)

Best Real Estate Advisory Firm of Best Employer of the Year – BPO the Year 2016 2016 JLL CPL Integrated Services - Budapest, Best New Office Development Hungary for SSC/BPO Sectors 2016 Best Employer of the Year – Olivia Six (Gdansk) Shared Services – CEE 2016 Best Executive Search Firm of the Danske Bank Group IT Lithuania Year 2016 (DGITL) (Vilnius, Lithuania) Hays Executive Best Employer of the Year – Shared Services – Poland 2016 Best Recruitment Firm of the Year 2016 Credit Suisse Center of Excellence Wroclaw Randstad Polska Sp. z o.o.

Emerging City of the Year – Poland 2016 Bydgoszcz

Best General Advisory Firm of the Year 2016 PwC Poland, SSC/BPO CoE Team

Most Dynamically Developing City – CEE 2016 Vilnius (Lithuania)

Best Business Centre Manager of the Year – BPO 2016 Agnieszka Zygner, Capita Poland General Manager

Best University-Business cooperation of the Year 2016 District Authority of Ketrzyn and Shared Services Center for Ketrzyn District Best Public Sector Project of the Year 2016 Cisco Engineer Incubator Program

Best New-entrant SSC of the Year 2016 NASDAQ Vilnius Services

Premier Sponsors: CPL, VASTINT Supporting Partners and Sponsors: Invest in Poland, ASPIRE, World BPO, NOA, AFI, IAOP, HOA, ANIS, trellis,EOA,SARIO

Awards Sponsors: Kinnarps, HCC, Grafton, GTC, CIMA, abt, TATA CS,Adecco, Opole, Bydgoszcz, Vilnius, softserve, Think Ahead ACCA

Associate Sponsors:

SKANSKA, HB Reavis, Invest Lithuania, Randstad, Process Solutions

Audit Partner: Mazars

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CEE Shared Services and Outsourcing Directory

CEE region builds on strength to move up in global rankings Cities across the central and eastern Europe region continue to improve their stature among global firms looking at nearsourcing, outsourcing or setting up captive business services

Intro

centres.

As one can see from the accompanying Tholons Top 100 locations listings, cities across the CEE region continue to improve. While cities within the region compete aggressively against each other to win new international investment, the region as a whole is firmly planted on the global landscape among multinationals – and continues to attract substantial new business-services projects.

Factors driving growth include sustained ICT adoption rates, strong technical and languages education, and a generally more skilled and mobile workforce.

The ecosystem of support for the SSC/

BPO sector continues to strengthen and the quality of senior-level and mid-level management talent makes it far easier to accelerate a new-entry.

For global corporations, the lure of improved bottom lines is simply too great a reward for service buyers not to explore their options outside of their

Aside from India, which has been an historically important service provider nation, the last five years has seen the inexorable rise of Poland, Lithuania, Romania, Hungary and Czech, which have leveraged on their otherwise more stable, and calculable service delivery ecosystems, to attract service buyers and

“the CEE region is clearly on the “radar screen” in boardrooms across the globe” home-country, higher-cost markets.

Further, the concept itself has become entrenched as a proven method to reduce operational costs and increase efficiencies, and service buyers will continue to look for stable and resilient markets where good governance and sustainability are present.

providers alike.

Cultural proximity to western Europe and the US, physical proximity to Europe, superb European language skills, strong IT and technical backgrounds, and stilllow operating costs mean that the CEE region is clearly on the “radar screen” in boardrooms across the globe.

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2016

CEE Shared Services and Outsourcing Directory Romania, perhaps the only country to rival the scale of Poland, is coming up strong, with Bucharest’s Class A office developments presaging a significant wave of investment in the business services sector. Cluj, Timisora and Iasi are some of the secondary cities in Romania that are keenly-aware of the benefits of more investment from this sector.

Czech and Slovakia have parlayed their early leads in attracting manufac-

reforms and institutional building which aim to bridge the “wealth gap” between western Europe and “eastern” Europe.

The region has benefited from the inflow of European Union (EU) investments to the Eastern & Central European region, which in turn has improved infrastructure – including air connections, which are a key driver for the SSC sector, to not only western Europe both also to the larger commercial markets of US,

“Romania, perhaps the only country to rival the scale of Poland, is coming up strong, with Bucharest’s Class A office developments presaging a significant wave of investment in the business services sector.” turing investments to open the doors to large multinationals expanding their business services operations.

Undoubtedly, the services outsourcing industry has contributed to the reshaping of the CEE region, and in particular Poland. Poland’s GDP per capita has nearly doubled in the last decade. A more dynamic workforce, contributing to a more balanced economic folio, has allowed the country to cultivate fresh opportunities in the services sector. The country has now emerged as a regional leader in the provision of outsourced IT-BPM services – and is keen to attract a next wave of financial services investment.

The CEE region’s recent success has also been attributed to market-oriented

India and Asia.

Poland has taken a pole position (excuse the pun) by parlaying its relative economic and political stability, and large and skilled talent pool – the largest in Central Europe – to attract the lion’s share of investment in the region.

The country has relatively low costs of doing business with wages and rents lower than most EU member countries.

Another obvious draw for Poland with regard to service outsourcing (nearshoring) is its geographical proximity to Western European service buyer markets. Tholons – not alone - remains optimistic on the long-term prospects for Poland, as both a regional and global player. n

Intro

The most dramatic “mover” in the Biggest Movers in the Tholons 2016 Outsourcing Destinations List, are several cities in Poland. Two cities, Warsaw (25th) and Wroclaw (58th), are amongst the Tholons Top 100 biggest movers.

Meanwhile, Kraków is well situated at the 9th spot amongst the Emerged Outsourcing Destinations – and the number one city in Europe. Kraków can boast, once again this year, of some big wins recently: Uber’s CoE, Zurich Financial, and Cathay Pacific are top global brands that have recently set up in Kraków.

Warsaw – without any obvious strategy behind it - seems to be attracting more financial services firms (Goldman Sachs Technology has big expansion plans), while Wroclaw comfortably continues its embrace of IT and technology firms. Not to be overlooked is the city of Gdansk (and adjacent Gdynia), which has a clearly-stated, wise strategy to not focus on any one sector. Poznan – nestled half way between Warsaw and Berlin – is getting its fair-share of new projects. And Poland’s third-tier cities are adjusting their strategies – Rzeszow for example is leveraging on its local aviation strength to build a position in business services.

In the Baltics, Lithuania has emerged as a favorite destination, and is playing to its strengths to attract more Scandinavian firms, as well as high value-add financial services.

Budapest – a delightful city of more than 2 million – continues to see its SSC/ BPO investment numbers grow, and the country aimes to spread the wealth to smaller cities like Debrecen (Flowserve of the US just announced a nearly $20 million investment) and Szeged.

CEE Shared Services & Outsourcing Awards Gala 2017

2 February 2017

www.ceeOutsourcingAwards.com 2016

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CEE Shared Services and Outsourcing Directory

Poland Warsaw SSC ABN Amro Global HQ: Netherlands Number of employees: 300+ Services offered: SSC: IT, F&A, operations

Accenture Services offered: Finance & Accounting BPO, Marketing BPO, Industry Specific BPO, Application Outsourcing, Infrastructure Outsourcing Contact: Wojciech Popławski, Head of BPO Operations, Poland

Poland: Warsaw

Asseco Business Solutions SA Services offered: BPO/ITO Contact: Wojciech Barczentewicz , President of the Board

AstraZeneca Pharma Poland Number of employees: 70+ Services offered: R&D

Atos IT Services Sp. z o.o. tel.: 22 444 6500, 539998100 Year started: 2000 Number of employees: 3531 Services offered: BPO: IT Services/Software Development, Data Analytics/Management, Customer Support/Call Centre/Telemarketing Contact: Katarzyna Walaszczyk

Avon Global Shared Services / Global Centre of Excellence Global HQ: USA tel.: 48 22 335 0501, 48789206090 Year started: 2005

Number of employees: 55 Services offered: F&A, IT Services/Software Development, Data Analytics/Management, Customer Support/Call Centre/Telemarketing.

Global Centre of Excellence supervising 7 operational delivery centres located across the Globe.

Contact: Mariusz Szałaj, GSS Director

Axel Springer Number of employees: 300 Services offered: CC, telemarketing Contact: Edyta Sadowska , President of the Board – Ringier Axel Springer

SSC BNP Paribas Securities Services Global HQ: France tel.: +48 22 38 61 100 Year started: 2010 Number of employees: 531 Services offered: SSC: F&A Contact: Richard Piskorz, Head of AFS Operations

Britenet Sp. z o.o.

Year started: 2006 Number of employees: 130 Services offered: IT(software development, testing) Contact: Tomasz Dziki

Capgemini Polska tel.: 224647132 Year started: 1996 Number of employees: 6370 Services offered: F&A, IT Services/Software Development, HR or Payroll, Data Analytics/ Management, Logistics/Supply Chain, Customer

Support/Call Centre/Telemarketing, R&D, Legal Services Contact: Marek Grodziński, Dyrektor Europejskiej Sieci Centrów Business Services, Capgemini

Cargill HR Shared Services Contact: Katarzyna Wieczorek, EMEA HR Migration Lead

SSC CBRE Corporate Outsourcing Year started: 2008 Number of employees: 500 Services offered: SSC: F&A, IT Services/Software Development, HR or Payroll, Data Analytics/ Management, Pension/Investment fund Accounting/Admin, Legal Services Contact: Maciej Piwowarczyk, Head of EMEA Global Business Services

SSC Citi Service Center Poland Global HQ: USA Year started: 2005 Number of employees: 3545 Services offered: SSC: F&A, IT Services/Software Development, HR or Payroll, Data Analytics/ Management, Logistics/Supply Chain, Customer Support/Call Centre/Telemarketing, Pension/ Investment fund Accounting/Admin, Legal Services Contact: Terri Gerosa, Citi Service Center Poland Head

CocaCola Global Poland Services sp. z o.o.

Global HQ: USA tel.: 22 112 36 40 Contact:

Winner Best Recruitment Firm of the Year CEE

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Shared Services and Outsourcing Awards

Randstad Polska Sp. z o.o.

2016

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2016

CEE Shared Services and Outsourcing Directory Manager’s Profile

mark has also realized that there is a lot of highly educated talent in Poland, which can support the KMD Group in relevant SSC/BPO tasks, which has open up some new possibilities, which we will explore and most probably realize inside Call-center services, finance and administrative services, etc., during the next years.

Poland: Warsaw

Jens Brinksten CEO KMD Poland (Warsaw) Parent Company: KMD A/S, Denmark.

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Please provide a few sentences about what KMD is doing in Warsaw.

KMD Poland was established in December 2014 and is today KMD A/S’s (Denmark’s largest IT company) nearshore headquarters, covering all nearshore activities within CEE, with 275+ people, together with some specialized development units in Ukraine and Russia with 35+ people.

KMD Poland has both high-end developments in e.g. SAP, Xamarin and SAS, among others, together with more standard development in .Net and Java.

The office also performs several SSC activities, with focus on call center tasks and monitoring, plus BPO tasks in finance areas.

The office is built on the philosophy of talent development in an attractive work environment, with focus on the individual person’s needs and competences.

Explain why your company set up operations in Warsaw.

KMD Poland acts as both a captive development center for its mother-company, but also as a SSC and BPO for operational and administrative functions in the KMD Group.

The original Board decision in KMD A/S was founded on the wish to get sourced development closer (nearshore) to Denmark, and the scarcity of IT resources in Denmark. Poland has some excellent clusters of highly-educated IT professionals, which cover the strategic expectations for the future of KMD A/S needs.

both in the public and private sector. The strategy is to consolidate our nearshore operation, where we today operate in 6 locations in three countries. Finally, we want to establish competence centers in the technologies in which we operate most, and we have established competence training/academies for young developers, so we can ensure a strong inflow of highly qualified people internally for the future.

What do you foresee in the next 2-3 years?

The business has changed a lot, because 3 years ago, KMD A/S was not present in CEE, but today KMD A/S has +310 employees in the region and is rapidly increasing this numbers, expected to be +400 in Q4, 2016.

It is also worth mentioning, that the scope has changed from more routine and maintenance related tasks, to highly complicated and sophisticated development tasks.

Advice to other firms considering setting up operations in CEE: Make thorough preparations, especially in the home company, because with resistance and unprepared people in the home company, the journey will be long.

The key preparations are simple, such as a common company language, fully described specifications in the common language and implemented processes and procedures on how to operate in the start-up phase, including communication, clear top management approved strategy, plus openness and honest communication to all involved parties, before the project starts.

Create an attractive work environment, so that you attract the right people to the right jobs, with the right competences at the right time, and ensure the best possible onboarding with involvement from all parties.

Ensure a full understanding of all involved parties’ cultural, human and professional background, because then the parties will better respect and understand each other from the beginning.

Do you provide external services to unrelated companies?

We are currently investigating the Polish market for potential market entry points,

Employee Issues.

We started with zero people two years ago with plans to be around +370 by year-end 2016. KMD Group in Den-

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Biggest surprises about setting up in CEE: Positives: The high level of competences and professional attitude of the staff we have in KMD Poland and the CEE region and extraordinary work ethics and work moral.

Negatives/Improvements needed: How difficult it can be to get our mother company to accept the high level of competences that exist, so they do not just send tedious tasks to the teams in KMD Poland.

Specific cost savings that your firm has achieved: In general we see a saving of between 35 to 50%, which could be higher, if we placed our office outside Warsaw and/or if we had placed the office in a less attractive area and offices.

But seen from a productivity angle, then these extra investments have given better employees and higher productivity, which is why the direct costs may seem high compared with other nearshore countries, but the effective hourly rate (cost per productive unit/hour) shows minimum savings of 50%.

Jens Brinksten has more than 26 years of international experiences in globalization and has established companies in 16 countries. Experiences include: CEO for E&Y in Uzbekistan, Director for KPMG’s Consultancy & Financial Advisory Service in Central Asia, Director for EBRD’s Post-privatization Fund in Uzbekistan, CEO for ScriptServer AB in Sweden and CEO for SimCorp Ukraine Ltd. in Kiev.

Jens has also been advisor for a number of international companies in sourcing questions, and has been teaching in universities in Central Asia, Denmark and Sweden in the subject of globalization and internationalization.

Finally, Jens has founded several advisory and outsourcing companies (ITP4U, TechOutSys and SBAI), with bases in India, Russia and Ukraine, and he still gives speeches and key-notes in different outsourcing events in regard to how to make the successful sourcing and international establishment.

Contacts: +48 669 617 630, jbk@kmd.dk

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CEE Shared Services and Outsourcing Directory

Cofely Services Sp. z o.o.

Global HQ: France tel.: 22 518 01 86 - 88 Services offered: Business services Contact: Krzysztof Grabowski, Site Manager

Commercial Union Call Center Number of employees: 250+ Services offered: CC, telemarketing

Connectis tel.: 225390840, +48 22 222 5000 Year started: 1996 Number of employees: 250 Services offered: IT Services/Software Development, Data Analytics/Management Contact: Dinko Svetopetric, Business Unit Director

Contact: Anna Jankowska, Director

Contact: Łukasz Pietrzak , marketing

Devonshire sp. z o.o.

Grant Thornton FPA Outsourcing sp. z o.o.

Global HQ: UK tel.: 22 820 93 60 Number of employees: 60+ Services offered: BPO Contact: Beata Paszko , Divisional Manager Temporary&Outsourcing

SSC Jones Lang Lasalle Group Services Sp. zoo Year started: 2007 Number of employees: 200 Services offered: SSC: F&A Contact: Bjorn Dumortier, Director Financial Services Group

Extor S.A. Global HQ: France tel.: 22 266 05 50 Services offered: BPO: F&A Contact: Rafał Strzelecki , CEO

SSC Goldman Sachs Technology

tel.: 22 860 8484 Services offered: SSC: IT

Global HQ: USA tel.: 22 449 29 71 Number of employees: 300+ Services offered: SSC for IT development Contact: Michael Kennedy , Executive Director

SSC Deutsche Services Polska

Google Poland

Global HQ: Germany tel.: 48 22 579 8985, 48 22 579 9130 PR Services offered: SSC: F&A

Global HQ: USA tel.: Services offered: Software services

SSC Danone IT Competency Center EMEA

tel.: 22 205 48 00 Contact: Monika Smulewicz, Managing director

SSC Linklaters Poland Sp. z o.o.

Global HQ: UK tel.: 603800903 Year started: 2014 Number of employees: 10+ Services offered: SSC: F&A, Data Analytics/ Management, Customer Support/Call Centre/ Telemarketing, Legal Services Contact: Małgorzata Stachowicz, Shared Service Centre Manager

Poland: Warsaw

Dariusz Szokalski, site manager

11 2016

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CEE Shared Services and Outsourcing Directory Manager’s Profile

and adopt very easily in an international environment. The biggest challenge is to understand requirements for the role you are looking to locate in Poland and hire right people as mismatch between expectations and reality may cost you in high attrition.

Anna Jankowska Head of Deutsche Services Polska Deutsche Services Polska, Warsaw Parent Company: Deutsche Bank

Poland: Warsaw

Deutsche Services Polska is a service centre for Deutsche Bank Group, initially set-up as a nearshore Hub for Finance processes for EMEA region, with focus on Financial Reporting, Analytics and Finance support functions (COO, Project Management, IT Change). Currently Deutsche Services Polska is specializing not only in Finance but also in Vendor Risk Management, Real Estate Service Delivery and P2P Operations. Also the footprint expanded – from initial EMEA focus, the Centre now provides global services for DB internal clients.

Explain why your company set up operations in Warsaw.

DB considered two locations for a nearshore Hub and allowed two countries to onboard Finance processes as a trial. Warsaw team not only transferred all tasks within short period of time, but also improved processes significantly during the migration phase. The success of the Warsaw team was proven and also shown ability for a strong collaboration, partnership and entrepreneurial spirit. Customers value very much that the transfer of processes to Poland is not only about wage arbitrage but brings efficiencies to the process and increases quality of service.

There was also a wide range of other factors that made Poland a perfect choice for a nearshore centre - highly skilled and multi-lingual graduates; same time zone as headquarters that enables immediate response and project-type of work; high people mobility due to EU membership and lastly - cultural alignment with Europe that is very often emphasizes by EMEA customers.

What changes do you foresee in the next 2-3 years?

Initial size of Deutsche Services Polska was planned for 50 employees as

Lionbridge Poland

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tel.: +48 22 397 00 21, 48228659900 Year started: 1990 Number of employees: 665 Services offered: IT Services/Software Development, Data Analytics/Management, R&D Contact:

the Hub was considered as a nearhore EMEA centre, for Finance processes only. Strong reputation in the DB Group attracted other divisions and the planned size of 50 doubled within a year. Currently there are 120 employees in the Hub, with further plans for expansion.

Advice to other firms considering setting up SSC/BPO operations in CEE: The current choice is not only about country but the specific city. Consider carefully complexity of your tasks, skills and languages you require. It may be worth to check tier 2 and tier 3 cities as SSC/BPO became marketable sector that local governments try to attract with incentives.

Biggest surprises about operating SSC centre in CEE: Positives: One of the strongest feedbacks is challenging mindset of our employees – not only performing the process at high level but constantly looking for improvements. Engagement and ambition is also emphasized, as well as education and language fluency.

Negatives/Improvements needed: With the growth of SSC sector in Poland over the last years, many obstacles were removed – e.g. availability of office space that in 1990s was often a showstopper for locating business in tier 2/tier 3 cities, cooperation with local governments has improved, support from PAIZ is available. As always, there are still some elements that could be improved – more flexible labour law or simplified taxation rules but this is true for any other sector and not limited to SSC only.

Specific cost savings: With any transfer to Poland, you can expect 20-30% savings due to centralization of the service and gains from improvements and streamline of the process.

Employee Issues.

Currently there is a wide pool of experienced finance professionals, making the set-up of a new centre relatively easy.

Each year there are new investors deciding on Poland as destiny location for nearhore/offshore centres and existing ones are constantly increasing the scale.

I do not perceive this trend as negative factor and competition that we should be afraid of, as we have constant inflow of well-educated graduates that learn fast

Anna has over 14 years of professional experience gained in international, financial and commercial institutions. Prior to joining DB in 2012, she held various leadership roles in Royal Bank of Scotland, DHL and Siemens (München). As the Head of Management and Analysis department at Royal Bank of Scotland, she was responsible for the set-up of MI department and building operating model. For the last 4 years she has been heading the DB nearshore Centre in Warsaw – Deutsche Services Polska.

She holds a Master in Finance&Banking from Łódź University, MA in European Studies from the Europa Universität Viadrina and ACCA Diploma.

Conacts: + 48 22 579 8985; mobile: +48 784 533 277; email: anna-a.jankowska@ db.com

Jacek Stryczyński, VP, Country Head, GDC Poland & Slovakia

Emilia Biała, Communication & Marketing Division

Mazars Polska Sp. z o.o.

Mellon

Global HQ: Poland tel.: 22 255 52 00 Services offered: F&A, HR or Payroll Contact:

Year started: 2006 Number of employees: 834 Services offered: BPO: IT, Call center, Outsourcing Contact:

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2016

CEE Shared Services and Outsourcing Directory

Winner Best CSR initiative of the Year

Credit Suisse partnership with Wroclaw Children’s Hospice Foundation

CEE

Shared Services and Outsourcing Awards

2016

SSC Mettler-Toledo sp. z o.o. tel.: 22 440 67 00 Services offered: SSC: F&A Contact: Mariusz Sej , Head IT Shared Service Center

SSC MMC Eastern Europe Accounting Operations Global HQ: USA tel.: (22) 456 42 00 Year started: 2015 Number of employees: 100+ Services offered: SSC: F&A, HR for EMEA Contact: Agnieszka Wladysiak, Head of Operations

SSC MoneyGram

OpusCapita sp. z o.o.

Global HQ: USA tel.: 22 440 6825 Services offered: SSC: F&A Contact: Andrzej Wilk, Senior Vice President, Shared Services

Global HQ: Finland tel.: 22 868 57 30 Services offered: BPO Contact: Joanna Galuba, PR

SSC Oriflame Global Shared Services Finance

OEX tel.: 22 377 10 00 Year started: 2011 Number of employees: 10000 Services offered: Sales support, Back office & document management, E-business, Call & contact center, Non-core logistics Contact: Konrad Rochalski

Global HQ: Sweden Year started: 2010 Number of employees: 100+ Services offered: SSC: F&A for 19 European subsidiaries.

Contact: Bartek Wieczorek, Director

Poland: Warsaw

Andrzej Kroc, General Manager

13 2016

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CEE Shared Services and Outsourcing Directory SSC Pandora Jewelry Shared Services

SSC PwC Polska sp. z o.o.

Samsung Electronics Poland

tel.: +48 22 206 5800 Year started: 2012 Number of employees: 150 Services offered: SSC: F&A Contact: Robert Schneyder, Head of Shared Services

tel.: +48 22 746 4000, 48519507542 Number of employees: 25 Services offered: PwC provides end-to-end consulting services for SSC/BPO companies. This involves support in building strategy, feasibility analysis, designing and implementing centers, as well as improving performance of already established SSCs. Contact: Romek Lubaczewski, Director

Global HQ: Korea Number of employees: 200 Services offered: Software development for ICT& TV SAT

SSC PGNiG Serwis Sp. z o.o. tel.: 22 589 45 55 Services offered: SSC for this state-controlled energy group Contact: Tomasz Bujak, Członek Zarządu

SSC Primo Polska S.A.

Randstad Payroll Solutons Sp. z o.o.

tel.: 22 852 45 10 Services offered: SSC Contact: Marta Waś, Managing Director

Poland: Warsaw

Process Solutions Sp. z o.o. tel.: 22 630 86 00 Year started: 2007 Number of employees: 22 Services offered: Bookkeeping and Tax Compliance, Statutory and International Reporting, Payroll, Shared service centre support, Interim CFO, Chief Accountant and Loan Staff Contact: Tomasz Tąkiel

SSC Procter&Gamble Global Business Services Global HQ: USA tel.: 22-590-9898 Number of employees: 1200+ Services offered: SSC: IT, procurement, F&A. Warsaw GBS is 2nd biggest in EMEA region.

Contact: Janusz Dziurzynski, Director

Provident Poland Global HQ: UK Number of employees: 600+ Services offered: CC, telemarketing

SSC PZU Centrum Operacji tel.: +48 (22) 582 42 28 Services offered: SSC for this state-controlled insurer

tel.: 48512352179, (22) 274 10 00 Number of employees: 120 Services offered: HR or Payroll. Randstad Payroll Solutions (RPS) is a leading provider of payroll calculation and administration of personnel files for Client’s employees.

Contact: Katarzyna Plucińska, Managing Director

SSC RBS Global Hub Europe Global HQ: UK tel.: +48 22 42272345 Year started: 2007 Number of employees: 1850 Services offered: SSC: IT Services/Software Development, HR or Payroll, Data Analytics/ Management, Logistics/Supply Chain Contact: Calum Cooper, Head of GHE

SSC Roche IT Service Centre Global HQ: Switzerland tel.: 22 345 18 88 Year started: 2009 Number of employees: 100-200 Services offered: SSC: F&A, IT Contact: Pawel Pyszlak, Director

SSC Schneider Electric - EMEA Finance Shared Services Global HQ: Germany tel.: +48 (22) 3145519 Services offered: SSC: F&A Contact: Philip Woodburn, VP Finance Global Shared Services and Operations

Sii Sp. z o.o.

Global HQ: France tel.: 22 486 37 37 Year started: 2006 Number of employees: 2.2999999999999998224 Services offered: IT Services/Software Development, HR or Payroll, Data Analytics/Management, Customer Support/Call Centre/Telemarketing.

With over 2,300 engineers, we execute various technology projects for leading Polish and multinational companies. We support our clients within the scope of software development, IT infrastructure, product engineering, service desk, training and testing.

Contact: Gregoire Nitot, CEO

SSC Stanley Black & Decker Inc tel.: +48 22 46 42 700 Services offered: SSC: F&A Contact: Jacek Bialas, EMEA Business Services Director

SSC Technicolor Polska tel.: 22 702 75 30 Services offered: SSC: F&A

Teleperformance Polska Sp. z o.o.

Global HQ: France tel.: 48 22 4687018 Year started: 1997 Number of employees: 550

Winner Best University-Business cooperation of the Year

District Authority of Kętrzyn and Shared Services Center for Kętrzyn District

14

CEE

Shared Services and Outsourcing Awards

2016

www.ceeOutsourcingAwards.com

2016

CEE Shared Services and Outsourcing Directory

Winner Best Public Sector Project of the Year

Cisco Engineer Incubator Program

CEE

Shared Services and Outsourcing Awards

2016

Tieto Poland Sp.z o. o. tel.: 717740300 Year started: 2006 Number of employees: about 1100 employees Services offered: IT services, R&D services, Industry specific Contact:

Ireneusz Miski, President of the Board,Country Manager Poland

SSC TNT Holdings (Poland) sp. z o.o. tel.: 22 771 70 28 Year started: 2014 Number of employees: 450+ Services offered: SSC: F&A Contact: Iwona Skwarska , Vice-president of the board

UCMS Group tel.: +48 22 329 27 00, +48 223292700 Year started: 1995 Number of employees: over 300

Services offered: BPO: F&A, HR or Payroll. UCMS is a BPO Service provider specializing in International HR & Payroll and F&A shared services, from 7 service centers in CEE and a Europe wide network of partners

SSC Velux Global Business Services tel.: +48 22 33 77 000 Services offered: SSC: GFO organization is spread across 7 countries (Europe and United States), supporting finance and account controlling activities of over 30 VELUX sales and production companies.

Contact:

Poland: Warsaw

Services offered: Customer Support/Call Centre/ Telemarketing, Technical support. Delivers multichannel and multilingual customer service, technical support and customer acquisition to the B2C and B2B markets.

Contact: Mariusz Odkała, CEO

15 2016

www.ceeOutsourcingAwards.com

CEE Shared Services and Outsourcing Directory Manager’s Profile Gregoire Nitot CEO Sii Sp. z o.o., Poland

Poland: Białystok

Background on SII? With over 2,300 engineers, Sii is the top IT and Engineering services provider in Poland. We are operating in 8 cities: Warsaw, Gdansk, Wroclaw, Cracow, Poznan, Lodz, Katowice, Lublin. We execute various technology projects for leading Polish and multinational companies. We support our clients within the scope of software development, IT infrastructure, product engineering, service desk, training and testing. Established in 2006, we grew from a small one-person startup company to a solid enterprise employing more than 2,300 professionals today. And we plan to hire another 1,000 people in 2016.

Explain why your company set up operations in Poland.

Specific factors why we chose Poland as an offshore center: • Stability and neutrality (free of local conflicts, stable political system and healthy economy) • Security (membership with EU, NATO, OECO, WTO, Schengen Zone, UN, OSCE, OCE, ICRC)

Jarosław Wojnarowski, Director, Global Front Office

Wipro IT Services Poland Sp. z o. o. tel.: 22 211 06 16 Year started: 2012 Number of employees: 100 Services offered: Finance, Accounting, IT Services Contact: Ramesh Appadurai Phillips

Xerox Sp. z o.o.

Year started: 2003 Number of employees: 225 Services offered: BPO: IT, Managed Print Services Contact: Kinga Piecuch , President of the Board

Białystok BIT S.A. Białystok Branch

16

Year started: 2010 Services offered: IT Contact: Zdzisław Karwowski, Chairman

• Cost-effective country (competitive prices, labour cost) • Extensive foreign language skills (multicultural work environment) • Easily accessible (located in the heart of Continental Europe with many direct flights through international airports) • High level of education (2 million students including over 225,000 students in engineering, computing, mathematics, statistics)

Centrum Informatyki \"ZETO\" S.A. Number of employees: 200 Services offered: IT Contact: August Kottowicz , Vice President of the Board

INTRATEL sp. z o.o.

Year started: 1997 Number of employees: about 30 Services offered: IT Contact: Dariusz Grzegorz Daniliuk, Chairman

Qburst Poland Sp. z o.o.

What specific services do you provide?

We provide external IT & Engineering services in terms of Application Development, Service Desk, End-User Support, Testing, Engineering Services and Trainings in different cooperation models: Specialists outsourcing, Team Leasing, Managed services or turn-key solutions – depending on our clients needs. Expansion plans include targeting verticals like the Public sector, and international expansion (USA, Canada, Germany, Netherlands, Denmark) Biggest positive surprises (and biggest negative surprises) about setting up or operating SSC centre in CEE: Positives: • Passionate people • Stability and neutrality • Security • Extensive foreign language skills • Easily accessible • High level of education Negatives/Improvements needed: • Tax policy • Salary growth Gregoire is the founder, the owner of 30% shares in Sii Poland and its first employee. He fell in love with Poland in 1999, during his Erasmus Exchange at the Warsaw School of Economics (SGH).

SMT Softaware Sp. z o. o. SKA Białystok Branch tel.: +48 71 769 59 00 Year started: 2000 Services offered: IT

Bielsko-Biała 4CALL.PL Sp. z o.o. – Grupa DataContact SSC Avio tel.: 33 813 40 12 Services offered: SSC

SSC Centrum Finansowo – Księgowe Grupy Żywiec S.A.

Year started: 2011 Number of employees: 26 Services offered: IT Contact: Karol Przybyszewski

tel.: 33 826 20 00 Number of employees: 154 Services offered: SSC

SICC s.c. Marcin Zajkowski, Paweł Breś

SSC Cooper-Standard Automotive Polska Sp. z o.o.

Year started: 2013 Services offered: IT Contact: Paweł Breś

Number of employees: 60 Services offered: SSC Contact: Wojciech Pandel

www.ceeOutsourcingAwards.com

2016

CEE Shared Services and Outsourcing Directory

Winner Emerging City of the Year – Poland

Bydgoszcz

CEE

Shared Services and Outsourcing Awards

2016

Crystall Call Sp. Z o.o. – Grupa Crystal Call a.s. (Słowacja)

Netia S.A. – Centrum Obsługi Technicznej Grupy Netia

Contact: Alex Frank Flamant, Prezes Zarządu

SSC EnerSys Sp. z o.o.

Simio Polska Sp. z o.o. - SIMIO a.s.

(Czechy)

Bydgoszcz

SSC Fiat Services Polska Sp. z o.o. tel.: 33 813 21 00 Services offered: SSC

Universal Agent S.A. – Grupa DataContact

AGNAT Sp. z o.o.

Borek Strzeliński

tel.: 052 366 77 77 Services offered: Call Center Contact: Szczepan Gostomczyk , President of the Board

International Deco Logistics Sp. z o.o.

Alcatel - Lucent Polska Sp. z o.o.

Global HQ: Poland tel.: 71 392 76 10

tel.: 52 349 10 00, 48225155000 Year started: 2006

Poland: Bydgoszcz

Number of employees: 100 Services offered: SSC - usługi księgowe i obsługa klienta EnerSys

17 2016

www.ceeOutsourcingAwards.com

CEE Shared Services and Outsourcing Directory Number of employees: 539 Services offered: IT Contact: Andrzej Dulka , President

Alcatel - Lucent Polska Sp. z o.o. tel.: 52 349 10 00, 48225155000 Year started: 2006 Number of employees: 539 Services offered: IT Contact: Mariusz Kielich, Kierownik ds. komunikacji i PR

Asseco Poland S.A. tel.: 0048 52 327 48 00 Year started: 2012 Number of employees: 330 Services offered: IT Contact: Adam Góral , President of the Board

Astaro

Poland: Bydgoszcz

Atos IT Services Sp. z o.o.

Global HQ: France tel.: 52 589 20 00, Year started: 2008 Number of employees: 200 Services offered: IT Contact: Dariusz Baran , Country Manager

Bank BPH S.A. Centrum Korporacyjne tel.: 80 127 42 74 Services offered: Finance

Bank Pocztowy S.A. - Centrum Operacyjne Sp. z o.o.

Year started: 2010 Number of employees: 250 Services offered: F&A Contact: Robert Ratajczak

Bibby Financial Services tel.: 52 582 22 23 Year started: 2012 Number of employees: 10 Services offered: F&A

SSC Centralny Ośrodek Rozliczeniowy Poczty Polskiej Global HQ: Poland tel.: 523255108, 523255000 Services offered: F$A, SSC

SSC Centrum Operacyjne Grupa Banku Pocztowego Global HQ: Poland tel.: 523499165 Year started: 2010 Number of employees: 101-500 Services offered: SSC, F&A Contact: Grażyna Rucinska

Centrum Operacyjne Sp. z o.o. tel.: 52 349 94 32 Services offered: Finance Contact: Krzysztof Ratajczak , President of the Board

Contact Center Sp. z o.o. tel.: 52 599 12 50 Year started: 1999 Number of employees: in Poland: 5915 Services offered: Call center Contact: Jakub Kłoczewiak , President of the Management Board

Eniro Polska Sp. z o.o.

SSC Banku Pocztowy S.A

tel.: 52 510 54 00 Number of employees: 80 Services offered: IT Contact: Bożena Chmielarczyk – CEO

Global HQ: Poland tel.: (52) 349-91-00 Services offered: SSC, Call Centre

Genesys Telecommunications Laboratories Sp. z o.o.

Bazy i Systemy Bankowe S.A. tel.: 52 325 13 00 Year started: 1994 Number of employees: 60 Services offered: IT Contact: Wiesław Łącki , Vice President of the Board

Bazy i Systemy Bankowe S.A.

18

Contact: Mariusz Tokarski , President of the Board

tel.: 52 325 13 00 Year started: 1994 Number of employees: 60 Services offered: IT

tel.: 51 911 61 60 Year started: 2012 Number of employees: 30 Services offered: IT Contact: Stanton Roger , President of the Board

Grant Thornton FPA Outsourcing Sp. z o.o. tel.: 69 199 87 02 Services offered: Finance Contact: Tomasz Wróblewski , President of the Board

www.ceeOutsourcingAwards.com

Jabil Global Services Poland Sp. z o.o. tel.: 52 525 90 00 Services offered: IT Contact: Bogusław Kardas , President of the Board

Kujawsko - Pomorskie Regionalne Centrum Korporacyjne PEKAO S.A. tel.: 52 325 42 22 Services offered: Finance

Livingston Poland Sp. z o.o. tel.: 52 583 14 04 Year started: 2008 Number of employees: 30 Services offered: Finance Contact: Peter Luit, Member of the Board

Logon S.A. tel.: 52 326 00 00 Services offered: IT

Mobica Limited Sp. z o.o. tel.: +48 52 5225728 Year started: 2011 Number of employees: 60 Services offered: IT Contact: Stammers Nicholas Leet , President of the Board

SSC Oponeo Global HQ: Poland tel.: 52 374 03 00 Services offered: SSC, Call Centre

OPTIMO-INVEST Sp. z o.o. Sp. komandytowo-Akcyjna Global HQ: Poland tel.: 695872000

Orange Number of employees: 100 Services offered: Call Center

Postdata S.A. tel.: 52 370 57 57 Year started: 1995 Number of employees: 30 Services offered: IT Contact: Piotr Zawicki , Vice President of the Board

Przedsiębiorstwo Informatyki ZETO Bydgoszcz S.A. tel.: 52 323 23 00 Services offered: IT Contact: Stanisław Jentczak, President

SSC PZU S.A. Global HQ: Poland

2016

CEE Shared Services and Outsourcing Directory

Winner Best General Advisory Firm of the Year CEE

Shared Services and Outsourcing Awards

PwC Poland, SSC/BPO CoE Team

2016

SDL Poland Sp. z o.o. tel.: 52 582 44 00 Year started: 2012 Number of employees: 190 Services offered: IT Contact: Haeussler Albi Thomas, President

Soft Blue Number of employees: 10 Services offered: IT

Sunrise System Sp. z o.o. tel.: 52 525 25 25 Year started: 2011

Number of employees: About 150 Services offered: IT, Call centre Contact: Paweł Rybak, President of the Board

T Komp Number of employees: 30 Services offered: IT

TEL-DAT tel.: 52 341 97 00 Year started: 1996 Services offered: IT

Teleplan Polska Sp. z o.o. tel.: 52 364 62 00 Year started: 2010 Number of employees: 300

Services offered: IT Contact: Andrzej Klesyk , President PZU

Bytom Contact Center Liberty

Chorzów Biuro Projektowania Systemów Cyfrowych (BPSC) SA BSS Polska Sp. z o.o.

Contact: Karol Ptasznik , President of the Board

Poland: Bydgoszcz

tel.: 52 308 20 14 Services offered: SSC, F&A

19 2016

www.ceeOutsourcingAwards.com

CEE Shared Services and Outsourcing Directory

Winner Most Dynamically Developing City – Poland CEE

Tri City

Shared Services and Outsourcing Awards

2016

OEX/Archidoc Services offered: BPO, ITO Contact: Konrad Rochalski , President of the Board

Ciechanów

Poland: Gdańsk

Contact Center sp. z o.o.

Year started: 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 Contact: Jakub Kłoczewiak , President of the Management Board

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

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

TRW Automotive Year started: 2007 Number of employees: 190 Services offered: Accounting services Contact: Robert Głowacki

20

Contact: Robert Pielka

SSC ArcelorMittal Shared Services Centre Europe Global HQ: India tel.: + 48 327772558, 48668460053 Year started: 2008 Number of employees: 600 Services offered: SSC: F&A, Data Analytics/ Management, Legal Services Contact: Edwin Bennaars, Head of Shared Services Centre Europe

DHL Logistic Number of employees: More than 200 Services offered: Logistic Outsourcing

Wipro Number of employees: 140 Services offered: Finance, Accounting Outsourcing Contact: T K Kurien , CEO &Member of the Board, Wipro Ltd.

Domaniów Palef sp. z o.o.

Global HQ: Poland tel.: 71 301 81 10 Contact: Willem Louis Everaert , Prezes

Elbląg

Dąbrowa Górnicza

Best S. A.

SSC Alba Polska Sp. z o.o

FLSmidth MAAG Gear AG

Number of employees: 50 Services offered: Finance, Accounting SSC Contact: Dorota Dela

tel.: 55 236 47 30 Year started: 199 Number of employees: 65 Services offered: Biuro Techniczne i Logistyczne Contact: Artur Leonowicz

SSC Alba Polska Sp. z o.o Number of employees: 50 Services offered: Finance, Accounting SSC

www.ceeOutsourcingAwards.com

Info Power Sp. z o.o.

Year started: 2000 Number of employees: 42 Contact: Jerzy Olszewski , Vice President of the Board

OPEGIEKA Sp. z o.o.

Year started: 1984 Number of employees: 110 Contact: Beata Górska

Gdańsk Acxiom Global Service Center Polska Global HQ: USA tel.: 58 781 34 00 Year started: 2007 Number of employees: 150 Services offered: BPO: IT. Focus includes Data Center Outsourcing.

SSC Arla Global Financial Service Centre Sp. z.o.o.

Global HQ: Denmark tel.: 58 763 84 00 Year started: 2008 Number of employees: 330+ Services offered: SSC: F&A, HR, Global Master data, procurement, tax, internal control Contact: Anton Blokland, Global Director

SSC Arla Global Financial Service Centre Sp. z.o.o.

Global HQ: Denmark tel.: 58 763 84 00 Year started: 2008 Number of employees: 330+ Services offered: SSC: F&A, HR, Global Master data, procurement, tax, internal control Contact: Marcin Tchorzewski, General Manager - Poland

Asseco Number of employees: 1000

2016

CEE Shared Services and Outsourcing Directory

Winner Best New Office Development for SSC/BPO Sectors CEE

Olivia Six (Gdańsk)

Shared Services and Outsourcing Awards

2016

Services offered: Finance and accounting

Year started: 1991 Number of employees: 500 Services offered: IT

Number of employees: 200+ Services offered: SSC: Software Engineering. Offices in Poland in Gdansk and Krakow.

Contact: Michał Lisiecki, Poland Country Manager at EPAM Systems

Bank BPH/GE Capital

Fineos Software Service Centre

IBM

Year started: 1997 Number of employees: 2900 Services offered: Finance

tel.: 58 881 35 01 Year started: 2009 Number of employees: 60+ Services offered: IT Contact: Lech Babula, Software Service Centre Manager

Year started: 2009 Number of employees: 100 Services offered: Consulting, application services, IT

Atena

SSC Bayer Service Center Gdańsk Global HQ: Germany tel.: 48 58 772 90 00 Year started: 2012 Number of employees: 200 Services offered: SSC: F&A, GL, A/P, A/R, Travel.

Contact: Remigiusz Wojciechowski, Head of Service Center Gdansk

Cognizant Technology Solutions Global HQ: USA Services offered: BPO: provider of consulting, information technology and business process services.

Competence Call Center Global HQ: Austria tel.: 58 882 20 00 Year started: 2014 Number of employees: 500+ Services offered: Call Center

SSC ENERGA Centrum Usług Wspólnych tel.: +48 58 771 86 01 Year started: 2011 Number of employees: 330 Services offered: SSC for this government-controlled energy company, serving 8500 employees and 7 subsidaries: F&A, HR, Procurement Contact: Grzegorz Radwański, Prezes Zarządu

SSC EPAM Systems (Poland) Sp. z o.o. tel.: +48 12 222 02 02

2016

First Data Global Services Ltd tel.: 48 58 763-67-00 Year started: 2007 Number of employees: 130 Services offered: Finance, SCM, IT, PM, HR Contact: Janusz Diemko , President of the Board

Humax Year started: 2005 Number of employees: 10 Services offered: R&D

Implix Year started: 2007 Number of employees: 180 Services offered: IT

Intel Technology Poland Gdansk tel.: 58 766 11 11 Year started: 1998 Number of employees: 1000 Services offered: IT

Goyello

Intitec

Global HQ: Netherlands tel.: 58 732 77 71 Services offered: BPO: IT services Contact: Peter Horsten, Founder

Year started: 2014 Services offered: ITO and IT testing

SSC Jeppesen by Boeing Global HQ: USA tel.: 58 760 61 00 Year started: 1998 Number of employees: 200 Services offered: SSC: IT development Contact: Rafał Stepnowski , President

Gratka Technologie Year started: 2009 Number of employees: 200 Services offered: IT

SSC Hempel A/S tel.: 58 521 89 00 Year started: 2010 Number of employees: 765 Services offered: SSC: F&A, IT Contact: Daria Pawlikowska, Shared Service Center Manager

HK Finance&Accounting Year started: 2005 Number of employees: 50

Poland: Gdańsk

Services offered: IT services

Kainos Software Poland Sp. z o. o. tel.: +48 58 333 7171 Year started: 2008 Number of employees: 90 Services offered: IT Contact: Stephan Sakowicz, Head of Operations, Gdansk

SSC Kemira Gdańsk sp. z o.o.

Global HQ: Finland

www.ceeOutsourcingAwards.com

21

CEE Shared Services and Outsourcing Directory

Winner Best Business Centre Manager of the Year – BPO

Agnieszka Zygner, Capita Poland General Manager

CEE

Shared Services and Outsourcing Awards

2016

tel.: 58 773 60 00 Year started: 2013 Number of employees: 165+ Services offered: SSC: F&A, IT Customer support Contact: Arkadiusz Rochowczyk , Managing director

Poland: Gdańsk

SSC Lufthansa Systems tel.: 58 3265 400 Year started: 1998 Number of employees: 350 Services offered: SSC Contact: Ireneusz Zalewski, CEO

SSC Metsä Group Services Global HQ: Finland Year started: 2012 Number of employees: 150+ Services offered: SSC: F&A ireneusz.truszkowski@metsagroup.com Contact: Ireneusz Truszkowski, General Manager

SSC MOL (Europe) Central Support Unit Sp. z o.o.

Global HQ: Japan tel.: 58 7795810 Number of employees: 2013 Services offered: SSC: F&A Contact: Reiner Zimbalski, General Manager

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

Nearshoring Solutions tel.: 58 341 56 39 Year started: 2012 Number of employees: 75 Services offered: ITO and IT design

22

Nordic Services tel.: 58 341 84 58 Year started: 2012

Number of employees: 30 Services offered: F&A, IT Contact: Berg Geir Utne, president

Contact: Adam Boryniec , Managing Director

OIE Support

tel.: 519506897 Year started: 2015 Number of employees: 150 Services offered: Data Analytics/Management, Legal Services Contact: Damian Kalinowski

Year started: 2012 Number of employees: 130 Services offered: Call center for US group Online Interactive Education. Support functions that operate from Gdańsk include A/R, Collections, Registrar, Product Development, Student Support and Transcript Evaluation.

OKE Software tel.: 58 321 72 46 Year started: 1996 Number of employees: 95+ Services offered: IT. Teams develop and implement innovative IT solutions for our partners in Europe and the United States.

PBP ENAMOR tel.: 58 690 17 00 Year started: 1989 Number of employees: 25 Services offered: R&D

PGS Software Year started: 2014 Services offered: ITO

Playsoft Group Global HQ: France tel.: 58 341 90 45 Year started: 2006 Number of employees: 100+ Services offered: Mobile games, mobile applications for this France-based games developer.

Contact: Pierre Olivier Monteil

Powel Global HQ: Norway tel.: +47 481 64 566 Year started: 2014 Services offered: ITO

www.ceeOutsourcingAwards.com

PwC Polska - Advisory Center of Excellence

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

Qtravel tel.: 58 326-20-00 Year started: 2013 Number of employees: 60 Services offered: CC

Schibsted Tech Global HQ: Norway Year started: 2014 Services offered: ITO with offices in Krakow and Gdansk

Sigarden tel.: +48 58 739 64 88 Year started: 2008 Number of employees: 20 Services offered: R&D. SiGarden is the innovative design house and provider of advanced embedded boards and modules that are used in automation, health care and mission critical applications.

Sii Gdansk Global HQ: France tel.: 58 321 78 00 Services offered: IT development branch

Solwit Global HQ: Poland tel.: 58 770 34 90 Year started: 2012

2016

CEE Shared Services and Outsourcing Directory

Winner Best Business Centre Manager of the Year – Shared Services

Terri Gerosa, CSC Poland Head, Citi Service Center Poland

CEE

Shared Services and Outsourcing Awards

2016

SSC Staples Global HQ: USA tel.: 58 781 52 00 Year started: 2015 Number of employees: 100+ Services offered: SSC: Procurement, IT Contact: Piotr Kiszkis, MD

State Street Bank Global HQ: USA Year started: 2015 Services offered: This is the expansion office of State Street (Krakow).

Contact: Alexander Ticehurst, Director

Synopsys Global HQ: USA tel.: 58 761-40-00 Year started: 2001 Number of employees: 100 Services offered: IT and software development for this US-based firm

SSC ThyssenKrupp Group Services Gdansk Sp. z o.o. tel.: 58 763 0052 Services offered: SSC: F&A Contact: Robert Góra, Manager

TIM Call Center Year started: 2012 Number of employees: 150 Services offered: Call Centre

Unifeeder

BEST

tel.: 58 350 07 10 Year started: 2014 Services offered: Logistics Contact: Michal Wykowski, Country Manager

Year started: 1994 Number of employees: App. 500 (in Gdynia and Elbląg) Services offered: Call center and Outsourcing of debt collection

Global HQ: USA tel.: 58 769 51 61 Year started: 2014 Services offered: SSC Contact: Grzegorz Krzyzanowski, Delivery and Operations Manager

tel.: 58 301 38 31 Year started: 2002 Number of employees: 90+ Services offered: R&D centre for buildings with focus on \"smart\" technology

Willis

Global HQ: USA Year started: 2012 Number of employees: 120 Services offered: ICT. Several offices throughout CEE

Wipro IT Services Gdansk tel.: 784-918-950 Year started: 2012 Number of employees: 200 Services offered: IT services Contact: Fijałkowski Jacek , Country Operation Head

ADVA Optical Networking

Transcom Number of employees: 1000+ Services offered: Call center

Asseco Poland SA Year started: 1991 Services offered: ICT

tel.: 58 340 2800 Year started: 2012 Number of employees: 20 (100) Services offered: F&A, IT, HR, Procurement Contact: Malgorzata Undzillo-Haverberg, Country Manager

Misys

tel.: 58 732 68 00 Year started: 2010 Number of employees: App. 10 currently Services offered: F&A

Gdynia

Global HQ: Norway Year started: 2010 Number of employees: 100 Services offered: R&D Contact: Michał Gronert, Head of Section / Senior Engineer, Maritime and Oil&Gas Section Poland

Flugger

UTC Fire& Security

Year started: 2003 Number of employees: 200 Services offered: R&D

2016

Det Norske Veritas

SSC UST-Global

Poland: Gdynia

Number of employees: 50 Services offered: IT and software development Contact: Leszek Pankiewicz, president

PPG Coating Poland LTD tel.: 58 774 9900 Year started: 2012 Number of employees: 50 Services offered: CC

SSC Sony Pictures Global Business Services Sp. z o.o. tel.: +48 58 667 8200, +48 58 667 8312 Year started: 2009 Number of employees: 195 Services offered: SSC:F&A, HR or Payroll, Data Analytics/Management Contact: Michał Gryglewski, VP - Global Business Services

www.ceeOutsourcingAwards.com

23

CEE Shared Services and Outsourcing Directory

Winner Best Employer of the Year – Shared Services – Poland

Credit Suisse Center of Excellence Wrocław

CEE

Shared Services and Outsourcing Awards

2016

SSC ThomsonReuters Europe SA Year started: 2011 Number of employees: 400 Services offered: SSC: ITO, media Contact: Pawel Szymanski , Service Delivery Management EMEA, Managed Services, TechOps

Poland: Katowice

Young Digital Planet Global HQ: Finland tel.: 58 768 22 22 Year started: 1990 Number of employees: 500 Services offered: IT, R&D Contact: Kuba Pancewicz, CEO

Gliwice Future Processing tel.: 32 461 23 00 Year started: 2000 Number of employees: 550 Services offered: Software Development, Mobile Applications, Web Applications, Desktop Applications, Agile IT Outsourcing Contact: Jarosław Czaja

Future Processing tel.: 32 461 23 00 Year started: 2000 Number of employees: 550 Services offered: Software Development, Mobile Applications, Web Applications, Desktop Applications, Agile IT Outsourcing Contact: Jarosław Kacprzak, PR Manager

SSC General Motors Number of employees: About 100 Services offered: SSC

24

SSC Ista Shared Services tel.: 32 339 71 50 Year started: 2006

Number of employees: 620 Services offered: SSC

Junisoftex Sp. z o. o.

SSC Pregis Year started: 2008 Number of employees: More than 100 Services offered: Finance, Accounting SSC

Tenneco Number of employees: 100 Services offered: R&D

TRW Automotive Contact: John C Plant, President and CEO, TRW Automotive

Wasko Contact: Paweł Kuch , Vice President of the Board

X – solve

Grójec Faurecia Number of employees: 100 Services offered: R&D

Katowice

Alba Polska Contact: Krzysztof Gruszczyński, Country Manager

Aldec ADT SSC Arinso People Services Sp. z o.o.

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

Asseco Systems Year started: 1994 Number of employees: About 44 Services offered: R&D

Bombardier Transportation tel.: 32 730 50 00 Year started: 2001 Number of employees: 100-250 Services offered: R&D Contact: Janusz Kućmin , Chief Country Representative

CapGemini Polska sp.z o.o. tel.: (32) 769 30 00 Services offered: BPO: F&A, IT, etc.

Contact: Marcin Nowak , Delivery Centre Director CEE; Head of Global Distributed Smart Services

4EverNET Sp. z o.o.

COIG S.A

Year started: 2002 Number of employees: under 100 Services offered: CS Contact: Marta Kozakowska-Kędzierska , Managing Director

Contact: Paweł Kuch , President of the Board

Contact Center

Alba Polska

Year started: 1999 Number of employees: 500-1000 Services offered: CS Contact: Jakub Kłoczewiak , President of the Management Board

Contact: Robert Pielka, Member of the Board

Cooper Standard Automotive Polska

Alan Systems

www.ceeOutsourcingAwards.com

Contact:

2016

CEE Shared Services and Outsourcing Directory Wojciech Pandel, Sr. Finance Director, Europe

Jakub Daroń, Shared Service Center Head

FIAT Services Polska

CYCLAD Polska Sp. z o.o.

Enersys

Generali

Eniro Polska

Year started: 2011 Number of employees: under 100 Services offered: CS

Deloitte BPO tel.: 32 508 04 00 Year started: 2008 Number of employees: under 100 Services offered: F&A, HR Contact: Marek Metrycki , Partner Zarządzający

DisplayLink

Year started: 2001 Number of employees: under 100 Services offered: CS Contact: Bożena Chmielarczyk , CEO

Grant Thornton Year started: 2007 Number of employees: under 100 Services offered: F&A Contact: Tomasz Wróblewski , President of the Board

Ericsson GSDC tel.: 22 691 61 68 Year started: 2009 Number of employees: 100-250 Services offered: IT

Grupa Żywiec Year started: 2011 Number of employees: 250-500 Services offered: CS

tel.: 32 721 84 00 Year started: 2008 Number of employees: under 100 Services offered: R&D Contact: Mariusz Tomaka , President of the Board

Ernst&Young

SSC Dunlop Conveyor Belting

SSC Eton Park Capital Management/ Ruch

tel.: +48 32 661 04 80, +48 32 661 04 80 Year started: 2014 Services offered: SSC: F&A, IT Services/Software Development, HR or Payroll, Logistics/Supply Chain, Customer Support/Call Centre/ Telemarketing Contact:

Year started: 1992 Number of employees: under 100 Services offered: BPO, F&A, HR Contact: Jacek Kędzior , Managing partner of the EY

tel.: +48 22 693 70 00 Number of employees: 200-300 Services offered: SSC Contact: Igor Chalupec, Członek Rady Nadzorczej

HireRight Poland Sp. z o.o.

Year started: 2004 Number of employees: 250-500 Services offered: CS, HR, Other

IBM Year started: 2013 Number of employees: 250-500 Services offered: IT, HR, CS Contact: Ales Bartunek , General Director for Poland and Baltic States

Poland: Katowice

tel.: 32 746 30 00 Year started: 2008 Number of employees: under 100 Services offered: IT

25 2016

www.ceeOutsourcingAwards.com

CEE Shared Services and Outsourcing Directory

Winner Most Unique Services Provider – Poland

Capita Polska (Kraków / Łódź, Poland)

CEE

Shared Services and Outsourcing Awards

2016

ING Services Poland

Northgate Arinso

Paweł Mleczko, Managing Director

tel.: 32 357 3019 Year started: 2003 Number of employees: 500-1000 Services offered: IT, CS, R&D

Year started: 2003 Number of employees: under 100 Services offered: HR (payroll process outsourcing)

Rockwell Automation

Poland: Katowice

IT4Q Year started: 2008 Number of employees: 15 Services offered: BPO, ITO Contact: Wojciech Marciniak , Member of the Board

SSC Katowicki Holding Węglowy tel.: 32 420-4090; 32 420 4142 Year started: 2012 Number of employees: 250-500 Services offered: SSC: F&A, HR, IT, CS

Orange

Sii

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

tel.: 32 661 41 91 Year started: 2014 Number of employees: 20 Services offered: IT, Contact: Maciej Topczewski

Oracle

PERFORM MEDIA POLAND Sp z o. o.

Year started: 2004 Number of employees: under 100 Services offered: IT, R&D

tel.: +48 (32) 797 19 48 Year started: 2011 Number of employees: 500 Services offered: IT Software Contact: RICHARD EDWARD MCMORRIS, CZŁONEK ZARZĄDU

LGBS

Poczta Polska

Kroll Ontrack

Year started: 2008 Number of employees: 100-250 Services offered: CS

tel.: 322532154 Year started: 2012 Number of employees: 250-500 Services offered: CS, DM Contact: Jerzy Jóźkowiak , President of the Management Board

Mentor Graphics

Proximetry

tel.: 32-7315320 Year started: 2005 Number of employees: 250-500 Services offered: R&D, F&A Contact: Grzegorz Mrugalski, DFT Software Development Manager

tel.: 32 200 03 33 Year started: 2006 Number of employees: under 100 Services offered: IT, R&D Contact: Mirosław Ossysek , General Manager

Link4 Call Center Maksimum

26

Year started: 2012 Number of employees: under 100 Services offered: IT, CS

Year started: 2006 Number of employees: 250-500 Services offered: F&A, HR, IT, CS, R&D Contact: Sławomir Szpak , Operational Director Rockwell Automation in EMEA Region

Neubloc

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

tel.: 32 201 04 74 Year started: 2009 Number of employees: under 100 Services offered: IT, R&D

tel.: 519507623 Year started: 2009 Number of employees: 950 Contact:

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Sms Metallurgy Polska sp. z o.o.

Year started: 2007 Contact: SMS Siemag Aktiengesellschaft, Wspólnik

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

Sygnity Contact: Krzysztof Ducal , Vice President of the Board

Sygnity Contact: Janusz R. Guy , President of the Board

TELE-FONIKA Kable Year started: 2012 Number of employees: 100-250 Services offered: F&A, CS Contact: Ryszard Pilch , President of the Board

Teleperformance Germany Contact:

2016

CEE Shared Services and Outsourcing Directory growth. The decision to start SSC is now seen as an excellent step. We see however that more an more companies are coming to Katowice and this influences already our attrition rate. Therefore – we put strong emphasis on talent management and retention as well as development of strong leadership.

Jakub Daroń Head of Shared Service Center Dunlop Conveyor Belting – Katowice Parent Company: Fenner Dunlop PLC, Hull, UK What’s Dunlop doing in Katowice?

The Shared Service Center in Katowice was established in 2014 and serves all Dunlop Conveyor Belting loacations in EMEA region. We cover customer service as well as back office activities, IT support, marketing, HR and payroll. We are also preparing to start Account Payable and Accounts Receivable operations this year. Our employees provide service in 11 languages and cooperate with 10 Fenner Dunlop locations across EMEA region.We plan to have over 50 employees this year.

Explain why your company set up operations: Setting up the SSC team in Katowice in Poland was based on the following factors: attractive and diverse labour market and availability of skills, salary arbitrage vs other locations in Poland and CEE, proximity, cultural similarity and prospects of development of the country.

Specific bits of advice to other firms considering setting up SSC/BPO operations in CEE: Be aware that there are more and more players on the market and in some locations the competition is becoming very tight. This impacts already the costs and therefore it is essential to realize what skills are needed and what is expected maximum budget involved. There are still places where cost vs quality ratio is very attractive.

Employee Issues.

We started with 10 people in 2014 and we want to reach 50 this year. We are planning to migrate more and more strategic processes to SSC as the ones already existing are very effective. Availability of skills on the market is sufficient and salary increase pressure is not as big as in main big locations in CEE. We focus on building a “Customer first” mindset within the team.

How has your business changed in CEE over the last 2-3 years?

We have been growing steadily over the last 2 years and plan to continue this

Ewa Wesoly, Contact center Manager

Tenneco Timken SSC Unilever Year started: 2008 Number of employees: 250-500

Biggest positive surprises about operating SSC centre in CEE: Positives: People engagement is something really amazing especially when we manage keep the talents with us. Ability to cooperate with different cultures also helps a lot within our SSC operations.

Negatives/Improvements needed: I still see some possible improvements within the labour law and regulations. Hiring non-EU citizens, contracts flexibility and tax regulations are areas which are still not up to European standards.

Specific cost savings that your firm has achieved: The figures are confidential but we have improved a lot our customer experience by accelerating the enquiry to offer speed and therefore became more competitive.

We also gained the fresh look on all processes by new people and managed to create savings thanks to continuous improvement projects which were started.

Before joining Dunlop Jakub held various positions at Danone, Stanley Black & Decker and Shell. Was responsible mainly for customer operations team management, continuous improvement projects and processes migrations. Graduated from University of Economics in Poznan and Warsaw School of Economics. Has also MBA title from Oxford Brookes University.

Contacts: +48 32 661 04 80, jakub.daron@ dunlopcb.com

Poland: Katowice

Manager’s Profile

Services offered: SSC: F&A, CS, other Contact: Harm Goossen, President of the Unilever CEE, Unilever Poland

SSC Unilever Year started: 2008

Winner Best IT Services Firm of the Year – CEE

SoftServe

CEE

Shared Services and Outsourcing Awards

2016

2016

www.ceeOutsourcingAwards.com

27

CEE Shared Services and Outsourcing Directory Manager’s Profile

with and not against, competitors and similar organizations.

Poland: Kielce

Lalit Kumar Gupta Regional Operations Director & Mgmt.

Board Member NorthgateArinso Poland Sp. z o.o. (NGA HR) – Katowice Parent Company: NGA Human Resources, UK. Background on NGA in Katowice?

NGA HR is based in Katowice, Poland for last 13 years. The organization is a unique service provider in the region which help/support its customers to transform their HR function by providing HR Technology, Outsourcing and Consulting. NGA Poland office has more than 200 employees and concentrates on DACH, EE and Russia region.

NGA is working on building HR related capabilities (COE) within our Poland office i.e. HR experts on several countries (Germany, Switzerland, Austria, Russia etc.) especially complex ones with legislations and legal changes. NGA already has capitalized and plan to achieve, a saving of more than a million GBP in coming FY with few such activities.

Explain why your company set up operations in Katowice: NGA opened its Katowice Deliver center for several reasons:

Number of employees: 250-500 Services offered: SSC: F&A, CS, other Contact: Anthony Natt

UPC Year started: 2008 Number of employees: 100-250 Services offered: CS Contact: Christopher F. Biedermann, , Financial Director UPC Poland

Warta Year started: 2009 Number of employees: under 100 Services offered: CS

Webanywhere

28

tel.: 32 630 41 37 Year started: 2012 Number of employees: under 100 Services offered: IT

Employee Issues.

NGA HR has been growing over the last few years and will continue to do so in Poland. NGA HR growth doesn’t only mean in headcount/FTEs but also the market share in the region. We are definitely looking at opportunities to have more skillbased services in Poland in coming years and expand capabilities. Talent pool in Katowice/Poland is great. It is a place with lots of young and ambitious people. Of course it has to be channelized appropriately way so that everyone can capitalize on existing and upcoming opportunities.

• available talent pool in Silesia region • excellent infrastructure and office space available in the city and growing • very well connected to bigger cities (Krakow, Wroclaw) • to be close to out customer’s local presence where we have lots of customers in Malopolskie region.

Biggest surprises about operating in Katowice: Positives: Excellent and skilled talent pool, support and willingness of government to grow business and opportunities etc.

Negatives/Improvements needed: Educational system needs to come close to this industry to work on demand vs. supply issues.

3 specific bits of advice to other firms considering setting up SSC/BPO operations in CEE: Invest in Talent and local candidate Pool.

Work as close as possible with local educational & government institutions to build a strategy around growth. Work

Lalit Gupta has been working with NGA for over 2 years now and leading Eastern Europe and Russia along with Poland. Lalit has been living in Poland for about 8 years. Lalit has an extensive ITO, BPO experience with focus on Business Management.

Contacts: + 48 887 886 700, Lalit.Gupta@ngahr. com

Wincor Nixdorf Year started: 2011 Number of employees: under 100 Services offered: IT Contact: Mirosław Janik , President of the Board

ZETO Katowice

Kętrzyn

Contact: Dariusz Borek, President

BC&O Polska Year started: 2001 Number of employees: 65 Services offered: Outsourcing of broadly defined administrative services Contact: Mirosław Sroka , President of the Board

Philips

Biurex

Services offered: R&D

Year started: 1991 Number of employees: 40 Services offered: Financial and accounting, HR and payroll services

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

Altar Sp. z o.o.

Year started: 1990 Number of employees: 71 Services offered: IT outsourcing

www.ceeOutsourcingAwards.com

Call Center Inter Galactica Sp. z o.o.

Year started: 2002 Number of employees: 500-1000 Services offered: Outsourcing of sales force and call center services Contact: Pavlo Polishchuk , Project Manager

2016

CEE Shared Services and Outsourcing Directory Centrum Systemów Komputerowych ZETO SA

Impel Business Solutions oddział Kielce

tel.: 41 364 22 00 Year started: 2002 Number of employees: 70 Services offered: IT

Number of employees: 8 (locally in Kielce) Services offered: Financial and accounting, HR and payroll services

tel.: 41 368 06 01 Year started: 1991 Number of employees: 25 Services offered: IT

EduTel tel.: 48 22 610 02 30 Year started: 2013 Services offered: IT

F.U.H Older (usługi Call Centre dla Play) Contact: Dariusz Goch

INFONETAX Sp. z o.o. tel.: 41 344 52 24 Year started: 2007 Number of employees: 20

tel.: 41 367 85 02 Year started: 2001 Number of employees: 123

Year started: 2007 Number of employees: approx. 100 Services offered: Outsourcing of sales force and call center services

Kolporter INFO SA

MJ Sysems Magdalena Michalska

Number of employees: 2009 - 113 Services offered: Helpdesk , Call Center, Oprogramowanie dedykowane realizowane na zamówienie , Outsourcing IT Contact:

Year started: 2011 Number of employees: 2 (additionally people on specific task contracts if necessary) Services offered: IT outsourcing

utation we managed to build are now paying off.

Paweł Mleczko Managing Director PricewaterhouseCoopers Service Delivery Center Poland Sp. z o.o.

What is PwC Service Delivery Center doing?

Why Katowice?

Katowice is the capital of the Silesian region and is one of the major business, industrial and trade centres of Poland. It is also one of the largest university centres and it is ranked very high both in terms of number of students/graduates and quality of education. This includes also availability of language skills necessary for the SDC business. The region proves to be dynamic, vibrant and provides excellent infrastructure. A lot is being done in

2016

tel.: 600955123 Year started: 2012 Number of employees: approx. 50 Services offered: IT outsourcing, HR outsourcing (including recruitment, training, etc.)

Medicover

INFOVER S.A.

Manager’s Profile

PwC Service Delivery Center in Katowice provides professional services for multiple PwC network firms, predominantly in EMEA region. We support engagement teams across two main lines of services: assurance and tax. Recently we have also commenced service delivery related to back office functions (Internal Firm Services). Our scope of work is constantly evolving and expanding both geographically and in terms of complexity. Since our inception in 2009 we have been experiencing a very dynamic growth. Currently the center employs nearly 1,000 staff.

Mansourcing Sp. z o.o.

order to change the image of the region and increase its attractiveness and positive perception. These actions gradually bring positive effects. Over last six years we were able to build a solid, reputable and sustainable organization which proves our choice of Katowice was the right one.

What do you foresee in the next 2-3 years After these six years of constant development and expansion, I still can see a lot of potential for further growth. Recently the pace of growth has been around 2030% on the annual basis and I expect we should be able to keep this pace in the three year horizon. Our customers appreciate the value and quality we bring to their business and are more and more willing to transfer additional activities and services to the delivery center. This was not that obvious at the very beginning and required a significant effort and hard work from both sides. The trust and rep-

Employee Issues Today we have almost 1,000 staff and the number is expected to increase further.

It is quite challenging not only to recruit enough and quality talent but then to effectively onboard, train, retain and keep high quality of delivery at the same time.

We have recently implemented a dedicated people/team focused programs to boost effectiveness, improve communication and increase engagement and ownership. We already see positive changes in teamwork, behaviors and work atmosphere. In my opinion this is very essential in such a quickly growing business.

Poland: Kielce

ComplexComputers sp. zo.o.

Jarosław Ambroziak , President

Biggest surprise The dynamic and power of the SSC/BPO sector in Poland, despite very competitive global market. When I started in the industry several years ago, very few people expected such a scenario. Now such dreams are coming true.

Paweł Mleczko is a Chartered Certified Accountant, member of ACCA (FCCA). He commenced his professional career in 1995 as an auditor in PwC. Since 2003 involved in shared service/outsourcing sector in Poland where he held a variety of high-level positions in a number of organizations. Since 2010 he has been heading the PwC Service Delivery Center in Katowice.

www.ceeOutsourcingAwards.com

29

CEE Shared Services and Outsourcing Directory Pctum Year started: 1996 Number of employees: ok..20-30 Services offered: Financial and accounting, HR and payroll services

Przedsiębiorstwo Techniczno Informatyczne "ZUBIX" Sp. z o.o. tel.: 41 344 44 47, 344 44 48 Number of employees: 20 Services offered: IT outsourcing

SSC Clariant tel.: (42) 279-08-03 Year started: 2013 Services offered: SSC Contact: Agnieszka Olszewska

Kraków

Sanek

ABB IT sp. z o.o

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

Global HQ: Switzerland tel.: +48 22 223 86 00 Year started: 2015 (ABB IT) Services offered: BPO, R&D, IT. ABB Corporate Research develops latest technology for ABB Group.

Contact: Mirosław Marian Mirosławski , CEO

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

Poland: Kraków

Konstantynów Łódzki

Telbridge Sp. z o.o.

Accounting Plaza Central Europe Services offered: BPO, F&A

Affiliated Computer Services of Poland

Antenna Volantis Sytems Number of employees: 2014 Services offered: IT

Aon Hewitt tel.: 48 12 290 97 00 Number of employees: 2014

Apriso Number of employees: 2014 Services offered: BPO, IT

AVEREAST GROUP

Services offered: BPO, IT, F&A, Contact Centre

Year started: 2014 Services offered: IT

AFS

AZSoft S.A, Contact Center

Services offered: Shared Service Center

Services offered: BPO, Contact Centre

SSC Akamai

Capita

Year started: 2014 Services offered: SSC: IT

Year started: 2014 Services offered: BPO: F&A, IT, HR, Data Analytics, Logistics/Supply Chain, Call Center, Pet claims, LPO Contact: Agnieszka Zygner, MD

tel.: 22 420 56 60

Teledirect Sp. z o.o.

Year started: 2007 Number of employees: 25÷35 Services offered: Outsourcing of sales force and call center services Contact: Tomasz Ziemniak , Managing Director

Transition Technologies tel.: +48 41 24 97 880 Year started: 2014 Number of employees: 100 Services offered: IT

UCMS Group Poland tel.: 22 329 29 00 Year started: 2013 Number of employees: 24 Services offered: Payroll, HR, Accounting, BPO Contact: Ludmiła Kobylińska

Alexander Mann Solutions Poland Sp. z.o.o. tel.: 12 290 78 00 Year started: 2004 Number of employees: 635 Services offered: Integrated Recruitment Process Outsourcing, Permanent and Non-Permanent Hiring, Total Talent Management, Recruitment Administration Contact: Jola Gantkowska, Director of Operations

SSC Amer Sports Financial Shared Service

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

Global HQ: USA tel.: (12) 328 39 01 Year started: 2011 Services offered: SSC: F&A for EMEA region Contact: Herve Hachet, CEO

Year started: 2010 Services offered: BPO - telesales

Amplexor

Konin

tel.: +48 12 254 41 00 Services offered: BPO

30

tel.: 48123795400 Year started: 2010 Number of employees: 300 Services offered: SSC: F&A, IT Services/Software Development, HR or Payroll, Data Analytics/ Management, Customer Support/Call Centre/ Telemarketing. ABCE is multifunction captive servicing Europe in Finance, Marketing, IT, Customer Service, and number of other highly specialized services.

Contact: Wojciech Karpinski, Center Head

SSC Amway Business Center Europe Global HQ: USA

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Capnor Poland Year started: 2014 Services offered: BPO, Engineering Services

SSC Cathay Pacific Airways Limited Services offered: SSC Contact: Bill Brooks, Programme Manager - Project Connect

CBB Call Center Year started: 2014 Services offered: BPO, Contact Centre (Call Center)

SSC CH2M HILL SSC Year started: 2014 Services offered: SSC: F&A, IT, R&D Contact: Doug Jones, Director Shared Services Center

Chatham Financial Year started: 2014 Contact:

2016

CEE Shared Services and Outsourcing Directory

Winner Best IT Services Firm of the Year – Poland CEE

Sii Sp. z o.o.

Shared Services and Outsourcing Awards

2016

Magdalena Sokolwska, Finance, HR and Administration

CEZ Polska Shared Service Center tel.: +48 12 277 8325 Contact: Nikola Nagyova, Marketing & Communication Senior Specialist

Poland: Kraków

SSC Cisco Systems Limited tel.: +48 12 321 22 39 Year started: 2012 Number of employees: 1000 Services offered: SSC: F&A, IT Services/Software Development, HR or Payroll, Data Analytics/ Management, Customer Support/Call Centre/ Telemarketing Contact: Ramon Tancinco, Director of IT Services

Clifford Thames Year started: 2014 Number of employees: 500 Services offered: BPO, Business Analytics

Comarch Number of employees: 1000 Services offered: IT Contact: Janusz Filipiak , President of the Board

Services offered: Bookkeeping, accounting, payroll and HR administration Contact: Piotr Żarski , Partner

SSC Delphi SSC

Communication Factory

Services offered: SSC

Number of employees: 100 Services offered: Call Center

Delta Vista Poland Year started: 2014

Contact Center sp. z o.o.

Year started: 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 Contact: Jakub Kłoczewiak , President of the Management Board

Digitland

Deloitte BPO

Global HQ: France tel.: 22 556 5368 Services offered: SSC: F&A, HRO, CP, ITO, Engineerig Contact: Marcel Maslej, Finance Director, SSC

Year started: 2008 Number of employees: 13

Services offered: BPO, IT

SSC DreamLab Onet.pl Year started: 2014 Services offered: SSC, R&D

SSC Ecolab Services offered: SSC

SSC EDF

SSC Electrolux Centrum Księgowo-Finansowe tel.: 12 296 9600 Year started: 2006 Services offered: SSC: F&A Contact: Aleksander Rodycz, General Manager

Element14 Elettric 80 Year started: 2014 Services offered: BPO, R&D

EPAM Systems (Poland) Sp. z o. o. tel.: 887499049, 12 222 02 02 Year started: 2011 Services offered: IT Services/Software Development

32 www.ceeOutsourcingAwards.com

2016

CEE Shared Services and Outsourcing Directory Ericpol Telecom

Flying Fish

SSC Google Operations Centre

Year started: 2014 Services offered: BPO, IT Contact: Paweł Szczerkowski

Services offered: BPO, IT

Services offered: SSC, R&D

FMC Technologies

SSC Hays Center Of Excellence

ESET

Year started: 2014 Number of employees: 150 Services offered: R&D engineering

Year started: 2014 Services offered: BPO, R&D

Fortis Bank

SSC Euroclear Bank S.A.

Number of employees: 50 Services offered: Clearing Center

tel.: 48225845695, +48 12 290 4460 Year started: 2011 Number of employees: 65 Services offered: SSC: HR or Payroll Contact: Michał Sokołowski, Director Centre of Excellence

FQS Poland (Fujitsu)

HCL Poland

Year started: 2014 Services offered: BPO, R&D

tel.: +48 12 390 9000 Services offered: BPO, IT, F&A Contact: Beata Kossakowska, Group Manager - HR

Genpact PL Sp. z o.o.

tel.: 600-288-500 mobile Services offered: BPO Contact: Adriana Tynor, Managing Director

tel.: 12 443 60 00 Year started: 2005 Acquired 2012 Number of employees: 370 + Services offered: F&A, OTC, STP, EAS Contact: Calin Avram

Evolving Outsourcing

SSC Getinge Shared Services

Year started: 2014

tel.: 12-363-2292 Services offered: SSC Contact: Agnieszka Obuchowska, Site Manager

Euroscript Poland

Exult Number of employees: 2014 Services offered: IT, F&A

HDI Rathdowney Global HQ: Canada tel.: 32 729 9750 Services offered:

SSC HEINEKEN Global Shared Services Sp. z o.o.

Global HQ: Netherlands tel.: 48 12 298 5000 Year started: 2012 Number of employees: 900 Services offered: SSC: F&A, Data Analytics/ Management.

Poland: Kraków

Global HQ: Belgium tel.: 12-363-9710 Year started: 2013 Services offered: SSC: F&A Contact: Geert Desmedt, GM

Modern office complex

ul. Czerwone Maki Krakow Special Economic Zone

+48 12 295 08 08

2016

www.dotoffice.com.pl

www.ceeOutsourcingAwards.com

33

CEE Shared Services and Outsourcing Directory Manager’s Profile

3 specific bits of advice to other firms considering setting up SSC/BPO operations in CEE: Establishing SSC operations in this part of the globe it is important to consider the following three factors: 1. availability of well educated, multi-language candidates 2. stable working environments (corruption perceptions index, legal and labour regulations) 3. facilities options and reliability of the technology infrastructure

Doug Jones Director Krakow Global Shared Services CH2M Polska, - Poland, Romania, Georgia, Armenia, Kazakhstan Parent Company: CH2M HILL Engineers, CH2M HILL International; Colorado, USA

Poland: Kraków

Please provide a few sentences about what your company is doing in CEE? CH2M’s largest office in the CEE region is based in Kraków. As of September 2015 CH2M employed 280 engineers and professionals including procurement, IT, HR, Finance and Accounting. This number has grown significantly since the company decided to convert Polish operations into a global design and shared services center to support our teams globally. At this point we are one of the largest global centers providing design and business support services to other CH2M offices around the world.

Explain why your company set up operations in Kraków: We wanted to source the best engineering talent whilst continuing to build on our existing team of engineers and professionals based in Kraków, who have already been involved in global projects for the last eight years. High quality of work and excellent education were a strong base to build on.

How will you develop in the next 2-3 years?

Our number of employees in CEE has more than doubled over just the last couple of months and will further increase

by December 2017. More emphasis was put on expanding the potential of the

Contact: John Lyons, Director, Financial Shared Services

Hewitt Associates Services offered: BPO, HR

SSC Hitachi Data Systems

34

tel.: 48 12 3831 623 Year started: 2007 Number of employees: 270 Services offered: SSC: F&A, IT Services/Software Development, HR or Payroll, Data Analytics/ Management Contact: Tomasz Brzostowski, Senior Director, Global Finance Shared Services

team in this region including not only SSC but also engineering in sectors such as industrial and advanced facilities, transportation and water. Thanks to flexible working hours, our Procurement, Finance and Accounting, Inside Sales, HR and IT teams are able to serve internal clients adjusting to their time zones which in turn helps us build a strong brand. This growth and investment will continue over the next seven years with support from the government via a grant which will enable us to maintain stable employment.

Do you provide external services to unrelated companies?

CH2M’s core business is programme management, engineering design and consulting and these are the areas in which we serve external companies. SSC supports internal teams as well as the needs of client projects, and we anticipate that will continue in coming years.

SSC HSBC Service Delivery Year started: 2014 Services offered: SSC: F&A, IT, HR, Data Analytics, Customer Support Contact: Gregory Apostolakis, Site Head

HTS-Comarch Year started: 2014 Services offered: BPO, IT

SSC IAG (International Airlines Group) Year started: 2015 Services offered: SSC: F&A, IT, Procurement. IAG Global Business Services (IAG GBS) is the central business services platform for International Airlines

www.ceeOutsourcingAwards.com

Employee Issues.

In Poland, as of April 2016 we employ 650+ permanent employees and over 50 contractors. The majority of them are Polish nationals, but given the growth opportunity in our sector we are attracting talent from Romania, Portugal, US, Ireland, UK and many other countries. Both in the engineering and SSC areas this enables us to serve national and international clients to the highest level.

Specific cost savings that your firm has achieved: We are still early in the process, but we anticipate meeting our financial goals. We are receiving value from a labor arbitrage standpoint, but also anticipate gains over time from increased capacity.

Doug joined CH2M in 2010, having previously worked at Coca-Cola Enterprises and Diebold. He brings over 20 years of leadership experience in the areas of Manufacturing, Operations, HR, IT, and Finance. Married with two boys, Doug enjoys all sports and family activities.

Contacts: Phone: +1-303-513-6693; douglas. jones@ch2m.com

Group (IAG), one of the world\'s largest airline groups.

Contact: Raghbir Pattar, Director

IBM Poland Laboratorium Oprogr. & BTO Business Consulting Services Year started: 1996 Services offered: Finance & Accounting Services Contact: Marcin Orłowicz

IBM SWG Lab Services offered: ITO

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

2016

CEE Shared Services and Outsourcing Directory Global HQ: UK Year started: 2015 Services offered: IT services and development for this global leader in online trading.

Contact: Eoin McCoy, GM

SSC Lufthansa Global Business Services

Modis Services offered: BPO

Iloop Mobile

Global HQ: Germany tel.: +48 (12) 334 80 00 Number of employees: 500+ Services offered: SSC: F&A, HR, Revenue Accounting, Procurement for whole Lufthansa Group.

Contact: Lars Christophers, General Manager

tel.: 12 297 9587 Year started: 2014 Services offered: SSC, R&D, F&A Contact: Andreas Cioska

Year started: 2014 Services offered: BPO, call center

Lumesse

Nokia Siemens

tel.: 48123421400 Services offered: ITO

Year started: 2014

SSC INTERNATIONAL PAPER - POLAND Global HQ: USA tel.: 12 252 60 00 Services offered: SSC: F&A, IT, Contact Centre Contact: Tomasz Berbeka, President

Oracle

Lurgi Poland

Services offered: ITO

Year started: 2014 Services offered: Engineering Services

SSC Peason

Luxoft Poland sp. z o.o.

Year started: 2014 Services offered: BPO

tel.: 12 445 88 00, 12 445 88 00 Year started: 2010 Number of employees: 1926 Services offered: IT Services/Software Development Contact: Wojciech Mach, Managing Director Luxoft Central Europe

Lastminute

Metrosoft Poland

Services offered: BPO

Year started: 2014 Services offered: BPO, IT

SSC Johnson & Johnson Services offered: SSC

Kenexa

SSC Motorola GSC

Global HQ: UK Year started: 2015 Services offered: SSC: F&A, HR Contact: Anna Smykowska, HR SSC Director

SSC Perkin Elmer Services offered: SSC

Pliva Cracow Number of employees: 100 Services offered: R&D

Poland: Krak贸w

IG Group

35 2016

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CEE Shared Services and Outsourcing Directory

Winner Best Shared Services Firm of the Year – Poland

State Street Bank Poland

CEE

Shared Services and Outsourcing Awards

2016

SSC PMI Service Center Europe

Schibsted Tech Polska

Services offered: SSC: F&A

Global HQ: Norway tel.: 12-222 00 48 Services offered: IT development

PNO Consultants Services offered: BPO, Business Analytics

Poland: Kraków

SSC Premier Farnell (Element 14) tel.: 12 349 7000 Services offered: SSC Contact: Richard Musgrove, General Manager

SSC Quorum International Services offered: SSC/R&D

SSC Rolls Royce Year started: 2014 Services offered: SSC, R&D Contact: Adrianna Cybulska

SSC RWE Group Business Services Sp. z o.o.

Global HQ: Germany tel.: +49 162 284 5145 Year started: 2014 Number of employees: 330 Services offered: SSC: F&A, IT Services/Software Development, HR or Payroll Contact: Andreas Gehrmann, Managing Director

36

Selvita Xerox Business Services

Services offered: IT Services/Software Development, Customer Support/Call Centre/Telemarketing Contact: Andreea-Dana Stanescu, VP Service Delivery EMEA

Year started: 2014 Services offered: BPO, R&D

TechTeam Global

Serco

Teleinvention

Year started: 2014 Services offered: BPO

Services offered: BPO

SSC Shell Shared Service Centre Poland

Year started: 2014 Services offered: SSC, F&A

tel.: 48 22 570 00 00, 12 378 5501 Services offered: SSC, F&A, Contact Centre Contact: Piotr Dziwok, General Director

Sii tel.: 12 390 61 70 Year started: 2011 Number of employees: 120 Services offered: IT, Automatyka

Software Mind Year started: 2014 Services offered: BPO, IT

Services offered: BPO

SSC Tesco Poland

UBS Poland SC tel.: 12 399 7027 Contact: Małgorzata Szoka, Internal and External Communication Director

SSC UPM Kymmene Global HQ: Finland Services offered: SSC: IT Contact: Andre Faust, Direcor, SSC Krakow

SSC Vesuvius (Cookson) Services offered: SSC

SSC Solar Winds

SAB Miller Shared Services

Year started: 2015 Services offered: SSC: R&D centre

SSC Sappi Shared Services

State Street Bank Poland

Global HQ: Finland tel.: 12 363 28 03 Year started: 2012 Services offered: SSC: F&A. Shared Service Center performs various operations, supply chain and finance, divided into five teams, responsible for logistics, systems, procurement and reporting, rough planning and credit control.

Contact: Adrian Marciszewski, Head of SSC

Global HQ: USA tel.: 727004304, 12 399 1000 Year started: 2007 Number of employees: 2800 Services offered: Pension/Investment fund Accounting/ Admin Contact: Scott Newman, Director

Wyse Technology Year started: 2014 Services offered: R&D

Xerox Business Services Number of employees: 2014

Latchorzew BLOOMING Technologies Sp. z o.o.

Contact: Jacek Sikora , President of the Board

Stefanini tel.: 3226202023, 3226202020 Number of employees: 21000

www.ceeOutsourcingAwards.com

2016

CEE Shared Services and Outsourcing Directory

TIM Outsourcing Year started: 2012 Number of employees: 115 Services offered: F&A

Łódź SSC ABB Sp. Z o.o. Oddział w Łodzi tel.: 42 299 30 00 Services offered: SSC Contact: Grzegorz Okrasa, Area Sales Manager

Atos Origin

SSC Cardif Services

Number of employees: 85 Services offered: Finance and accounting

tel.: 42 278 11 23 Services offered: SSC

Bank Pekao SA

CERI International Sp. z o.o.

Number of employees: 300 Services offered: Back-office, call centre

Year started: 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)

SSC Barry Callebaut tel.: 42 683 77 00 Services offered: SSC Contact: Anna Magier, Dyrektor ds. Personalnych

BMS

Accenture

Services offered: IT, R&D

Year started: 2005 Number of employees: 80 Services offered: IT

Accenture Year started: 2013 Number of employees: 100 Services offered: Consulting, IT Contact: Witold Rogowski , Managing Director

SSC Citi Handlowy tel.: 42 6127726 Year started: 2005 Services offered: SSC

SSC Bosch&Siemens

SSC CitiFinancial

tel.: 42 272 86 65 Services offered: SSC Contact: Gerard Mertens, Quality manager

tel.: 42 / 630 74 21 Services offered: SSC

SSC Clariant II

Services offered: SSC Contact: Barbara Tkaczyk, specjalista w firmie BRE Centrum Operacji

Year started: 2014 Number of employees: 30 Services offered: SSC, księgowość AR Contact: Mariusz Kaźmierczak , Head of FSSC AP Lodz

SSC BSH

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

tel.: 60 830 30 02 Services offered: R&D

Year started: 2013 Number of employees: 30 Services offered: R&D, IT, SSC Contact: Oliver Giersberg , Member of the Board

AMG.net

BSS - Business Support Solution S.A.

Year started: 2014 Number of employees: 100 Services offered: IT, Customer Care

Year started: 2010 Number of employees: 332 Services offered: Finanse i księgowość

Arynga

Capita (SouthWestern BPS Poland)

Year started: 2013 Number of employees: 40 Services offered: IT, R&D

tel.: 42 288 07 00 Year started: 2007 Services offered: BPO

ACS Solutions Poland/Xerox Year started: 2001 Number of employees: 150 Services offered: Finance and accounting

Agreeya Mobility Poland Sp. z o.o.

SSC BRE Centrum operacji

Contact Center sp. z o.o.

Poland: Łódź

Lębork

Year started: 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 Contact: Jakub Kłoczewiak , President of the Board

Winner Best BPO Firm of the Year – Poland CEE

Shared Services and Outsourcing Awards

Capita Polska

37

2016

2016

www.ceeOutsourcingAwards.com

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

SSC DHL Express tel.: 42 634 53 45 Year started: 2007 Services offered: SSC

Infosys

tel.: (22) 571 00 00 Year started: 2003 Services offered: SSC

Year started: 2013 Number of employees: 400+ Services offered: F&A/IT/HR/Management Contact: Agnieszka Jackowska , Center Head

INTERsoft

Dimar Number of employees: 100 Services offered: Call centre

LSI Software

tel.: 42 664 25 00 Year started: 2011 Services offered: IT Contact: Marek Wodzisławski, Automotive Sales Lead at Ericpol

Poland: Łódź

Tomasz Zarzycki, Project Manager at PGE Obrot SA

Year started: 1997 Number of employees: 70 Services offered: IT

Ericpol Telecom

tel.: 42 680 80 90 Number of employees: 130 Services offered: IT/software

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

Faurecia

Mbank

Year started: 2014 Number of employees: 50 Services offered: IT help desk

Year started: 2001 Number of employees: 800 Services offered: Call center, Finance and accounting

Fujitsu Technology Solutions

SSC McCormick Shared Services

Global HQ: Japan tel.: +48 42 271 3001 Year started: 2009 Number of employees: 1100 Services offered: F&A, IT Services/Software Development, Customer Support/Call Centre/ Telemarketing, R&D Contact: Piotr Jankowski, Head of GDC

Year started: 2014 Number of employees: 100 Services offered: SSC: F&A Contact: Marta Maruszewska, Site Manager

GE Year started: 2013 Number of employees: 20 Services offered: Energy, Capital, Home & Business Solutions, Healthcare, Aviation, Transportation, Global Growth & Operations Contact: Jan Leśniak , COE Operational Controller

Mobica Year started: 2007 Number of employees: 70 Services offered: IT Contact: Tomasz Krawczynski , Managing Director of Polish Offices

SSC Nordea Bank Polska S.A. tel.: 42 638 01 50 Year started: 2014 Services offered: SSC

SSC GE Power Controls

OSTC

tel.: 42 677 71 03 Year started: 2004 Services offered: SSC

Year started: 2013 Number of employees: 30 Services offered: Banking & Finance Contact: Marcin Kaczmarek , Director

GFT Group (Rule Financial) Year started: 2014 Number of employees: 150 Services offered: IT, Finance

38

Services offered: SSC Contact: Fabio Pommella, Prezes zarządu

SSC Indesit Company Polska Sp. z o.o. tel.: 42 645 50 10,42 645 52 51

SSC PGE Obrót S.A. tel.: 42 675 29 01 Year started: 2014 Services offered: SSC Contact:

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SSC Phillips

Pixel Technology SSC PKO BP Year started: 2014 Number of employees: 200 Services offered: SSC,banking

SSC Polkomtel Year started: 2003 Number of employees: 800+ Services offered: SSC Contact: Jarosław Andrzej Szczepek , Prezes

Poyry tel.: 42 6380400 Services offered: R&D Contact: Dariusz Rogala, Project Manager

Prudential Year started: 2014 Number of employees: 100 Services offered: F&A

SSC PZU Services offered: SSC

Randstad Payroll Solutions Sp. z o.o.

Year started: 1998 Number of employees: 50 Services offered: Payroll and HR file administration Contact: Katarzyna Plucinska , Managing Director

Samsung R&D Year started: 2013 Number of employees: 150 Services offered: IT R&D

SSC Sanitec SSC Year started: 2014 Number of employees: 25 Services offered: SSC: F&A Contact: Marta Zawierucha , President of the Board

Scanaqua Symphony teleca Services offered: IT centre

T-Mobile Number of employees: 700 Services offered: Back-office, contact centre

2016

CEE Shared Services and Outsourcing Directory SSC Takeda SCE Sp. z o.o tel.: 42 273 20 00 Services offered: SSC Contact: Zofia Zakrzewska, HR Specialist

Target BPO tel.: 42 253 77 00 Services offered: BPO Contact: Krzysztof Twardowski , Operations Director

SSC Tate&Lyle tel.: 42 272 46 01 Services offered: SSC Contact: Milosz Aleksander, Head of Global Shared Services

Tax Care tel.: +48 22 262 00 00 Year started: 2013 Number of employees: 700 Services offered: Call center, accounting, sale

SSC UPS Global Business Service Center

SSC Orange Polska Accounting Operations Centre

Year started: 2014 Number of employees: 300 Services offered: SSC: F&A

Services offered: SSC Contact: Michal Wierzbowski, Director

Veolia Environnement - SAP Center of Excellence Year started: 2013 Number of employees: 55 Services offered: SAP Contact: Adam Wiercioch , Service Delivery Manager

SSC Pekao Faktoring tel.: 81 445 20 00 Year started: 2012 Number of employees: 51-100 Services offered: SSC

SSC PKO BP tel.: 815356565 Year started: 2000 Number of employees: 250 Services offered: SSC

Warta Insurance Group Year started: 2004 Number of employees: 60 Services offered: Collections center

Transition Technologies

XEROX

tel.: 81 46 03 470 Year started: 2014 Number of employees: 51-100 Services offered: ITO Contact: Urszula Kwiatkowska

Year started: 2013 Number of employees: 15 Services offered: BPO, F&A

ZETO Services offered: IT centre

Services offered: IT centre

Lublin

Teleca

Asseco Business Solutions

Year started: 1999 Number of employees: 150 Services offered: IT

Services offered: IT

TELMON Year started: 2013 Number of employees: 100 Services offered: Sales & Marketing (Call center) Contact: Artur Kapacki , President of the Board

TomTom I Year started: 2014 Number of employees: 150 Services offered: VP Customer Care, CS Support Services IT Contact: Krzysztof Miksa , Director Engineering

Luboń OEX Business Services Global HQ: Poland tel.: 61 886 25 00 Year started: 2011 Number of employees: under 50 Services offered: BPO, Customer Operations, Document Management, Marketing Contact: Przemysław Bogdański, Managing Director

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

BZ WBK Genpact Poland Sp. z o.o.

Mierzyno

Year started: 2009 Number of employees: 250 Services offered: F&A, OTC, STP Contact: Calin Avram

Calling Poland Services offered: Call Center

Mława

Infinite

LG Electronix

tel.: 81 745 17 50 Number of employees: 101-250 Services offered: R&D

TRADENET

Open Finance CC

Year started: 2013 Services offered: IT

Orange Costumer Service

Services offered: R&D

Nowy Sącz Nexus

Transition Technologies S.A., PSC

SSC Orange Customer Service

tel.: 42 664 97 20 Services offered: IT

Year started: 2010 Number of employees: 250 Services offered: SSC Contact: Irmina Bubałło-Wojciechowska, Director

Unicredito Year started: 2006 Number of employees: 41 Services offered: IT

2016

Poland: Łódź

Technitel

tel.: 534-639-873 Year started: 2013 Services offered: BPO (F&A), IT

Olsztyn SSC Centrum Rozliczeniowe Banku CITI Handlowego Services offered: SSC

www.ceeOutsourcingAwards.com

39

CEE Shared Services and Outsourcing Directory France Telecom Services offered: Call center

Transcom Worldwide Poland Sp. z o.o.

Year started: 1983 Number of employees: 20 Services offered: SSC Contact: Ryszard Wójcik, Prezes

Number of employees: more than 250

Opole Capgemini, Infrastructure Services Global HQ: France Year started: 2013 Number of employees: 166 Services offered: ITO Contact: Gabriela Plencler Borecka

Future Processing Sp. z o.o.

Poznan Arvato services

Administration Personnel Services

Global HQ: Germany tel.: 61 652 88 00 Year started: center- 2005 Number of employees: > 1000 Services offered: BPO/ITO, IT (70), Contact center (600), F&A (50), Debt collection Contact: Malgorzata Różańska, Kierownik ds. PR i Marketingu/Rzecznik Prasowy

Global HQ: Germany tel.: 61 664 74 26 Year started: 2013 Number of employees: 500-1000 Services offered: BPO, Customer Operations, Contact: Janusz Jankowiak, Zarząd

tel.: 32 461 23 00

Poland: Poznań

Ista Global HQ: Germany Year started: 2015 Number of employees: 80 Services offered: BPO Contact: Anna Gładki

SSC Nowa Itaka Global HQ: Poland Year started: 1989 Number of employees: 20 Services offered: SSC Contact: Piotr Henicz, Wiceprezes Zarządu

SSC CEDC International Global HQ: Russia Year started: 2015 Number of employees: 50-100 Services offered: SSC: F&A, SAP,Customer service Contact: Anna Chrobak

SSC John Deere Global HQ: USA tel.: 61 81 15 196 Year started: 2014 Number of employees: under 50 Services offered: SSC, F&A Contact: Ken Golden, Director, Global PR Strategy

Administration Personnel Services Global HQ: Germany tel.: 61 664 74 26 Year started: 2013 Number of employees: 500-1000 Services offered: BPO, Customer Operations, Contact: Tomasz Hadzik, Director

Allegro Global HQ: USA tel.: 22 832 30 47 Year started: 1999 Number of employees: > 1000 Services offered: IT, e-commerce

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

SSC Nutricia

SSC Lorenz

Alphanumeric Systems Europe

Global HQ: Poland tel.: 77 40 22 200 Year started: 1962 Number of employees: 18 Services offered: SSC Contact: Iwona Robak, Office coordinator and CSR

Global HQ: Germany tel.: (61) 86 49 700 Year started: 2008 Number of employees: 50-100 Services offered: SSC,F&A/IT Contact: Carsten Korthaus, Prezes Zarządu

Global HQ: USA Year started: 2015 Number of employees: under 50 Services offered: ITO, IT service desk

Opta data Sp. z o.o.

Contact: Wilfried Engel

SSC PZU S.A./PZU Życie S.A. Global HQ: Poland tel.: 690953093 Number of employees: 50 Services offered: SSC

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

Number of employees: Planned 60 Services offered: Call center Contact: Magdalena Daszkiewicz , Manager

40

SSC ADM Global HQ: USA Year started: 2014 Number of employees: 100-200 Services offered: F&A, SSC Contact: Agnieszka Dąbrowska, Operations Manager

SSC Sindbad

Poznań SSC A. Schulman Global HQ: USA tel.: 61 668 19 00 Year started: 2015 Number of employees: 50-100 Services offered: F&A, IT, HR, SSC Contact: Nico Van Meerbeeck, SSC Finance Manager

Addconnect Contact Center Global HQ: Poland tel.: 61 624 53 33 Year started: 2012 Number of employees: 100-200 Services offered: BPO, Customer Operations

Global HQ: Poland

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Analyx BAE Systems Global HQ: UK Year started: 2012 Number of employees: 50- 100 Services offered: IT Contact: Krzysztof Kuc

Banach Outsourcing Global HQ: Poland Year started: 2014 Number of employees: under 50 Services offered: BPO, F&A, HR, HCM, consulting Contact: Katarzyna Banach, Prezes Zarządu

SSC Bridgestone EBS Global HQ: Japan Year started: 2011

2016

CEE Shared Services and Outsourcing Directory

SSC Carl Zeiss Global HQ: Germany Year started: 2012 Number of employees: 50-100 Services offered: SSC, F&A - AP, AR, FA, GL Contact: Rainer Wegrath, Managing Director

Carlsberg Shared Services Global HQ: Denmark Year started: 2006 Number of employees: 200-500 Services offered: F&A, Non-financial: Master data, Procurment and Suply chain, E-procurment, SAP consulting, Controlling, Business analysis, Statistics, Logistics Contact: Lars Boye Rasmussen, General Manager

CenturyLink Poland Sp. z o.o.

Global HQ: USA tel.: 61 641 41 80 Year started: 2012 Number of employees: 50- 100 Services offered: ITO, IT Contact:

Tim Oldenburg, Operations Director

SSC Ciber Global HQ: USA tel.: 61 622 73 81 Year started: 2010, 2014 Number of employees: 200- 500 Services offered: ITO, SSC, F&A, HR (recruitment, payroll) Contact: Jarosz Krzysztof , Managing Director

Cleeng Global HQ: Netherlands Year started: 2015 Number of employees: under 50 Services offered: R&D, IT video solutions Contact: Tomasz Szadkowski, Services Lead @Cleeng

Cognifide Global HQ: UK Year started: 2005 Number of employees: 200- 500 Services offered: IT, Software development Contact: Marcin Stańczyk, Managing Director

Contact Center Global HQ: France Year started: 1999

Number of employees: 500- 1000 Services offered: BPO, Contact center, sales, Marketing research Contact: Dariusz Sawiński

Dalkia Services Sp. z o.o. Poznan office tel.: 61 829 92 10 Year started: 2006 Number of employees: 220 (in both offices - Poznan & Lodz) Services offered: Finance (FA, GL&Reporting), Tax & Legal, IT & SAP Contact: Agata Mazurek-Bąk, Prezes Zarządu

Deloitte BPO Year started: 2008 Number of employees: 13 Services offered: Bookkeeping, Accounting, Payroll and HR administration

SSC DFDS Global HQ: Denmark Year started: 2013 Number of employees: 200- 500 Services offered: SSC: F&A Contact: Krzysztof Luty , Dyrektor

Poland: Poznań

Number of employees: 100-200 Services offered: SSC: F&A, Legal, HR, Controlling, SSC Contact: Marzena Bobryk

41 2016

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CEE Shared Services and Outsourcing Directory Manager’s Profile

Employee Issues.

No turnover yet! However, it is to be expected. One way to mitigate this is to offer employees “end-to-end” accountability of what they are doing. This is a stronger driver than just the benefits package.

Nico Van Meerbeeck SSC Manager A.Schulman Poznan Sp. z.o.o.

Parent Company: A.Schulman Inc, Ohio, US Background: In Poznan, A.Schulman runs a SSC for the EMEA region, covering back office end-to-end processes for 30 legal entities: OTC: credit, collection, A/R; PTP: from PO thru payment; RTR: closing, B/S reviews, Corporate reporting, consolidation, audit (financial en SOX). The SSC started in 2016 and are still in ramp-up stage. The goal is to expand our services, covering other areas such as HR, procurement, and customer services.

Poland: Poznań

Explain why your company set up operations in Poznan: • university-skilled people, and strong language skills • close to the German border

Duni EFF SP.z o.o.

Global HQ: Sweden tel.: 48616560701 Year started: 2005 Number of employees: 50 Services offered: F&A, HR or Payroll Contact: Krister Gullstrom, General Manager

Egnyte Global HQ: USA Year started: 2014 Number of employees: 50 -100 Services offered: R&D,IT Contact: Piotr Maliński , Managing Director

Elavon Merchant Services SSC Enea S.A. Global HQ: Poland tel.: 61 856 11 36 Year started: 2014 Number of employees: > 1000 Services offered: SSC: F&A, HR, IT, Customer service Contact: Krzysztof Kierzkowski, President

SSC EXIDE Technologies SSC Sp. z o.o.

42

Global HQ: USA tel.: 61 87 86 311 Year started: 2012 Number of employees: under 50 Services offered: SSC, F&A Contact:

Biggest positive surprisesabout setting up in CEE: We have had good support from the City Hall during implementation.

• smaller town, therefore we are more visible Which parts of your operation are possible to be outsourced in the coming 1-2 years?

There is no intention to outsource. Endto-end process responsibility is key to be a differentiator in the market.

Specific cost savings that your firm has achieved: Cost was not the main driver for setting up the SSC. We are more focused on increasing the quality and processes in a company having continuous growth.

Senior professional with 20+ years of international experience in building and running Back-office organizations, especially SSC’s.

Contacts: Nico.van.meerbeeck@aschulman.com; +48 505 453 497

Marcin Glogowski, European Project Manager - Finance

Finnchat Year started: 2014 Number of employees: 50 Services offered: online chat Contact: Kasia Antkowiak, HR manager

SSC Franklin Templeton Investments Center Global HQ: USA Year started: 2007 Number of employees: 500- 1000 Services offered: SSC: Transfer agent/ back office services/ fund accounting, SSC Contact: Krzysztof Bronisz , Vice President Operations

Genpact PL Sp. z o.o.

Global HQ: India Year started: 2016 Number of employees: 100- 200 Services offered: BPO, F&A

GFT Poland Global HQ: Germany tel.: 61 880 09 01 Year started: 2013 Number of employees: 200- 500 Services offered: ITO, IT Contact: Marek Bartosik , Site Manager

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SSC GlaxoSmithKline Global IT Centre Year started: 2007 Number of employees: 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 Contact: Jerzy Toczyski, President of the Board

Grace Year started: 2007 Services offered: R&D

Grant Thornton Frąckowiak so. Z o.o. sp. k.

Global HQ: UK tel.: 61 625 11 00 Year started: 1993 Number of employees: 200- 500 Services offered: F&A, Payroll, Consulting, Audit Contact: Edward Nieboj, Managing Partner

HedgePole (Polska) Sp. z o. o. tel.: 61 841 00 80 Year started: 2006 Number of employees: 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

2016

CEE Shared Services and Outsourcing Directory

Holicon Sp. z o.o.

Year started: 2004 Number of employees: 900 Services offered: Call Center, Sales center, IT solutions, Personalized marketing Contact: Marcin Pankau

Holiday Check Global HQ: Switzerland Year started: 2011 Number of employees: under 50 Services offered: R&D, IT Contact: Przemysław Skiba, Director IT International

Huawei Global HQ: China Year started: 2016 Number of employees: under 50 Services offered: IT, Mobile technologies, R&D

SSC Ikea Shared Services Global HQ: Sweden tel.: 61 650 71 00 Year started: 2010 Number of employees: 200- 500 Services offered: SSC: F&A /HR / IT Contact: Jon Parton

Intitek Global HQ: France Year started: 2014 Number of employees: under 50 Services offered: Engineering, R&D, IT, BPO Contact: Frederick Schellenberg, Regional Director

Itelligence Year started: 1995 Services offered: BPO, ITO

SSC Jeronimo Martins Polska S.A. Global HQ: Portugal Year started: 2011 Number of employees: 200-500 Services offered: SSC, F&A, HR Contact: Kinga Kurlit, SSC Director

SSC Kennametal Services Global HQ: USA tel.: 61 665 65 00 Year started: 2010 Number of employees: 50-100 Services offered: SSC, Customer service Contact: Robert Mazurek , Finance Manager Central Eastern Europe

2016

Kleffmann Global HQ: Germany tel.: (61) 647-39-74 Year started: 1993 Number of employees: under 50 Services offered: BPO, Call Center- marketing research

tel.: 61 858 00 12 Year started: 2009 Number of employees: under 50 Services offered: R&D, IT Contact: Zbigniew Cieluba, General Manager Poland

SSC MAN Accounting Center sp. z o.o.

Opera Software (d. BenQ) OS ASA

Global HQ: Germany tel.: 61 886 72 00 Year started: 2006 Number of employees: 200-500 Services offered: SSC: F&A, HR or Payroll, Logistics/ Supply Chain Contact: Karol Wawrzynowski, Head of SSC, Management Board Member

Global HQ: Germany tel.: 22 550 23 00 Year started: 2015 Number of employees: under 50 Services offered: HR, SSC

SSC MARS FINANCIAL SERVICES Global HQ: USA tel.: 797 856 318 Services offered: SSC: F&A, IT Contact: Wojciech Skrudlik, Director of Mars Financial Service Center Europe

SSC McKinsey EMEA Global HQ: USA tel.: 61 842 1000 Year started: 2011 Number of employees: 500-1000 Services offered: Support for European offices, SSC Contact: Monika Stachowiak, GM

Mentor Graphics Global HQ: USA Year started: 2009 Number of employees: under 50 Services offered: R&D, IT Contact: Grzegorz Mrugalski, Development Engineering Manager

SSC Newell Rubbermaid Global HQ: USA Year started: 2013 Number of employees: 200-500 Services offered: Customer service, HR, SSC Contact: Tomasz Tomowiak , Senior Regional Manager

SSC Osram

SSC Pepco Global HQ: USA tel.: 61 668 43 00 Year started: 2015 Number of employees: under 50 Services offered: SSC, Customer service, Marketing, Logistics, procurement

Polaris Global HQ: USA tel.: 60 800 60 08 Year started: 2014 Number of employees: under 50 Services offered: Chemical analysis, R&D

SSC Propex Services Group Year started: 2013 Services offered: SSC Contact: Michael Kevin Gorey , President of the Board

Q-Partners Services offered: R&D

Rule Financial tel.: 61 880 09 01 Year started: 2013 Number of employees: 100-250 Services offered: ITO Contact: Piotr Kania, Country Manager

Savvis Year started: 2012 Services offered: ITO

SSC O-I Business Service Center

Selvita

Global HQ: USA tel.: 61 2710 601 Year started: 2014 Number of employees: under 50 Services offered: SSC, Management, Marketing F&A Contact: Moreno Garavaglia, European BSC Director

Global HQ: Poland Year started: 2016 Number of employees: under 50 Services offered: Biotechnology, Pharmaceutics, R&D

Open Text Global HQ: Canada

Poland: Poznań

Contact: Dominika Melon

Sii Global HQ: France tel.: 61 639 76 80 Year started: 2010 Number of employees: 100 - 200

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43

CEE Shared Services and Outsourcing Directory Services offered: IT, ITO Contact: Natalia Buczel , Regional Director

Starter Sp. z o.o.

Global HQ: Germany Year started: 2000 Number of employees: 50 -100 Services offered: BPO, Contact center Contact: Marek Zefirian , President of the Board

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

Poland: Poznań

Sysnet Global Solutions Global HQ: Ireland Year started: 2015 Number of employees: under 50 Services offered: Cyber security, Compliance management, IT Contact: Krzysztof Olejniczak, Central and Eastern Europe Team Leader

Talex Global HQ: Poland tel.: 61 827 55 00 Year started: 1989 Number of employees: 200- 500 Services offered: IT, ITO Contact: Janusz Gocałek , President of the Board

Telcordia Technologies (part of Ericsson) Services offered: R&D Contact: Michał Wodczak

Unilever Polska Global HQ: UK Year started: 2007 Number of employees: under 50 Services offered: R&D, FMCG Contact: Sabine Tandela, Director

SSC Veolia Centrum Usług Wspólnych Global HQ: France tel.: 61 829 92 60 Year started: 2006 Number of employees: 50-100 Services offered: SSC: IT/F&A/Risk management Contact: Agata Bąk-Mazurek, Prezes Zarządu

44

ViaVox Call Contact Center Global HQ: Poland Year started: 2004

Number of employees: 500 -1000 Services offered: IT/contact center, BPO/ITO Contact: Marcin Pankau, CEO

Services offered: Payroll outsourcing, HR administration outsourcing Contact: Michał Szymaczek, Board member

SSC Volkswagen Poznań

Poznań, Suchy Las

Global HQ: Germany tel.: 61 876 18 36 Year started: 2015 Number of employees: under 50 Services offered: SSC, F&A Contact: Patrycja Kasprzyk, Koordynator ds. Public Relations

W.R.Grace Number of employees: 20 Services offered: Research Laboratory Contact: Jacek Walkowiak

SSC Wavin Polska S.A. tel.: 48616225479, 48616225479 Year started: October 2013 Number of employees: 60 Services offered: SSC: F&A, IT Services/Software Development Contact: Izabella Maczkowska-Ciborowska, CEE Finance Director/SSC Director

Wikia Global HQ: USA Year started: 2007 Number of employees: under 50 Services offered: R&D, IT Contact: Andrzej Swędrzyński, Director, Programming

ZETO S.A. Global HQ: Poland tel.: 61 854 02 00 Year started: 1965 Number of employees: 50 -100 Services offered: IT, ITO Contact: Marek Majewski , Prezes Zarządu

Poznań Złotniki Business Consulting Center sp. z o.o.

Global HQ: Poland tel.: 61 827 70 00 Year started: 1995 Number of employees: 100- 200 Services offered: IT, ITO Contact: Bartłomiej Buszczak, Prezes

External Services sp. z o.o.

Year started: 2007 Number of employees: Over 30

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Magellan Software Poland S.A. tel.: 61 840 36 01 Year started: 2002 Number of employees: 30 Services offered: Digital Archiving

Radom Centrum Przetwarzania Danych Ministerstwa Finansów Energetyczne Centrum S.A. Year started: 2010 Number of employees: 100 Contact: Dariusz Chlastawa

Europe Calling Sp. z o. o. tel.: 48 368 24 55 Year started: 2007 Number of employees: 96 Services offered: Call Centre, Back Office Service Contact: Grzegorz Bruski

Idea Call Center Year started: 2013 Number of employees: 150 Contact: Vlado Bogdanov

Iron Mountain – Centrum Przetwarzania Danych Year started: 2009 Number of employees: 250 Contact: Iwona Wałach

Multimedia Interactive Sp. z o.o.

Year started: 2012 Number of employees: 300 Contact: Kamal Sitkowski , Attun

SMG/KRC – Call Centre Year started: 2008 Number of employees: 500 Contact: Wojciech Hołdakowski

Telbridge Radom Year started: 2007 Number of employees: 200 Contact: Artur Bakuła

2016

CEE Shared Services and Outsourcing Directory Year started: 2015 Services offered: SSC: IT Services/Software Development, Pension/Investment fund Accounting/Admin Contact: Jakub Lubelski

Unicall Communication

Hamilton Sundstrand

ZETO-RZESZÓW Sp. z o.o

Number of employees: 300-500 Services offered: BPO, ITO Contact: Marcin Marzec , President of the Board

tel.: 17 888 20 00 Number of employees: 200 Services offered: R&D Contact: Raul Tapesko

tel.: 17 852 13 55 Number of employees: 100 Services offered: IT Contact: Adam Jan Żarnowski , Członek Rady

Gallup

ICN Polfa Rzeszów

tel.: 32 737 80 01

Year started: 1997 Services offered: Call centre Contact: Alicja Syrek

Sandomierz

Year started: 2003 Number of employees: 40 Contact: Marcin Dygas

Ruda Śląska Arteria SA

Rybnik SARE Sp.z o.o Global HQ: Poland tel.: 22 401-37-36 Contact: Magdalena Mendrak

Rzeszów Asseco Poland Region Rzeszów tel.: 17 852 31 53

Carlson Wagonlit Travel Year started: 2008 Number of employees: 300 Services offered: Call center (business travel) Contact: Małgorzata Kędzierska-Czapla

Centrum Usług Finansowych ACP Pharma S.A. Year started: 2010 Number of employees: About 80 Services offered: Finance, service ACP PHARMA Group Contact: Daniel Pitrus , Director CUF

Centrum Zastosowań Informatycznych ContactPoint Year started: 2003 Poland, 2006 Rzeszów Number of employees: About 600 Services offered: Call center, CATI, BPO Contact: Jarosław Szpryngwald , President of the Board

Cross Jeans Number of employees: 20 Services offered: R&D software

SSC Deloitte Central Europe Business Services Center tel.: +48 (0) 17 220 91 00

2016

tel.: 734167777 Number of employees: 90 Services offered: BPO/CC Contact: Marcin Łukaszik, sales manager

Pilkington Automotive

Szczecin

ICN Polfa Rzeszów

arvato Bertelsmann

Year started: 1997 Services offered: Call centre Contact: Mariusz Gajowniczek, President

Global HQ: Germany tel.: 91 351 85 00 Year started: 2004 Number of employees: 290 Services offered: IT, lettershop, logistic conract center & back office, loyalty programs, financila services Contact: Tomasz Wasikowski, Contact Center Manager

Mobica Ltd tel.: 17 717 65 38 Year started: 2015 Number of employees: 130 Services offered: IT (software engineering)

BL Stream Sp. z o.o

OPTeam S.A. Year started: 2015 Number of employees: 150-250 Services offered: Call Center SSC : Banking March 2015

Global HQ: Finland tel.: (71) 723-21-80 Year started: 1999 Number of employees: 220 Services offered: IT Contact: Jacek Lisowski , Członek Zarządu

Pratt&Whitney

brightONE

SSC PKO BP

Reslogistic tel.: 17 772 58 00, 661617652 Year started: 2014 Services offered: TSL (Logistics, Transport)

Sanofi Aventis Year started: 2006 Number of employees: 190 Services offered: Call centre Contact: Marynika Woroszylska-Sapieha , President, General Manager

Soft System Year started: 1990 Number of employees: About 300 Services offered: Call centre Contact: Liliane Saberin – President

Poland: Szczecin

Telecentrum

tel.: 91 814 45 55 Year started: 2013 Number of employees: 140 Services offered: IT Contact: Daniel Jabłoński , President of the Board

SSC Coloplast Shared Services Sp. z o.o.

Global HQ: Denmark tel.: 91 881 7500 Year started: 2009 Number of employees: 175 Services offered: SSC: F&A Contact: Wojciech Faszczewski, General Manager

Contact Center Sp. z o.o.

Year started: 1999 Number of employees: In Poland: 5915 Services offered: Telesales, sales support, databases, call centre, debt recovery, marketing research,

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45

CEE Shared Services and Outsourcing Directory General landscape on employment market is changing over time. I have people from generations X, Y, Z, C that have a different approach toward work. Each of my leaders needs to know how to work with teams with such diversity, and focus them on the same goals.

Manager’s Profile Wojciech Faszczewski Vice President Coloplast Business Centre, Szczecin Parent Company: Coloplast A/B, Denmark

Biggest surprises about operating SSC centre in CEE: Positives: I believe Poland has the most talented, brilliant people and when you match them with proper jobs and create a work atmosphere, they will do an extraordinary job with passion. Coloplast knew that at the beginning but over years this was proven beyond expectations.

Negatives/Improvements needed: Being located in Szczecin, it requires lots of effort from local companies to attract top candidates from other parts of Poland.

Especially that this region is fantastic for work-life balance. It has everything that young people could dream of. I would expect more creative, continuous initiatives to promote this region and the city of Szczecin.

Poland: Szczecin

Background on Coloplast operations.

We support Coloplast worldwide within areas of Finance/Accounting/Controlling, Customer Administration, Sales Administration, Procurement, IT, Digital Marketing, Global HR, Masterdata, Intellectual Property. Our journey began in late 2009 and since then we have grown to approximately 280 employees.

46

Explain why your company set up operations in Szczecin: During feasibility studies we focused on selective criteria such as access to the talent pool, proximity to our key markets (Denmark, Germany), general infrastructure - and Szczecin came out as our top choice. Additional advantage was that at that time competition from other SSC-type of companies was limited which made the start-up phase relatively smooth. On the other hand, know-how in the market re SSC was very limited so quite challenging to attract employees and to build up an expertise.

How will your business change in the next 2-3 years?

We have doubled our business in terms of numbers of employees, we have added new areas that we support and spread our geographic coverage that today accounts for around 80-90% of Coloplast business. Looking forward, our main focus will be on unlocking additional values from the setup that we have and diversity of processes under one roof.

We will also continue to standardize and make processes more efficient.

Do you provide external services to unrelated companies, and which parts of your operation are possible to be outsourced?

From the very beginning we are working with external service providers in the areas of local VAT/Intrastat/CIT and other local taxes. We need to be compliant all the time and frequencies of changes across different countries require specific expertise to follow and properly apply to our business. Therefore, we had decided to outsource this area. As of today, outsourcing is not on my agenda, however,

from time to time we test different solutions which are coming to the market.

Specific bits of advice to other firms considering setting up SSC/BPO operations in CEE: • Choose location wisely based on your strengths, weaknesses and needs.

• Find your own way and setup that fits your company culture, model etc.

Build your own opinion how to do this based on different inputs but don’t rely solely on consultants.

• Invest in people from day one. They will drive your business above expectations.

• (bonus one) Give the mandate to SSC leaders to make changes, to run the business and to make an impact on your company. Support them.

Employee Issues.

Over the last 1-2 years we have doubled our team and today we employ approx.

280 people. I don’t expect similar level of growth going forward but rather focusing on developing our people. Our development index shows that approx.

30% of our people either move to take interesting jobs in other areas or are internally promoted to more senior roles.

I also have several cases when people moved to take up senior positions at another Coloplast subsidiary.

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Specific cost savings that your firm has achieved: We are an owner of processes that we perform. For instance, when we started with moving accounting/finance activities to the Business Centre, we have done it 100% so no people have been kept locally to do this job. Today, we have a full accountability for accounting in Coloplast which brings lots of benefits such as transparency, standard quality, and faster integration of changes across the whole Coloplast or improving ERP system to list just few of them. We can take up projects together with procurement or Corp Finance related to improving Working Capital or with commercial side on improving DSO. Our CFO is visiting the Business Centre about once per month and within two hours we provide him with update on all countries.

Currently Vice President/Managing Director at Coloplast Business Centre. Member of CFO management team. Previously held senior management position at Electrolux CEE and various finance roles at Delphi Corporation in USA and Magna International in Austria/Canada. MBA from Walsh College, School of Business, USA and BA from Saint Mary’s College, Mi, USA. Married to Anna and father to 2 years old Maria.

Contacts: +48785015605, plwofa@coloplast.com

2016

CEE Shared Services and Outsourcing Directory

Convergys Global HQ: USA tel.: 91 488 13 23 Year started: 2005 Number of employees: 270 Services offered: CC Contact: Ewa Dąbrowska, Site Director at Convergys

CSP Customer Services Polska Year started: Number of employees: 116 Services offered: F&A

SSC Dansk Supermarked Global HQ: Finland Year started: 2013 Number of employees: 140 Services offered: SSC: F&A Contact: Marcin Kowalczyk, IT Operator

DGS Business Services Sp. z o.o.

Global HQ: Denmark tel.: 91 441-7700 Year started: 2003 Number of employees: 172 n/a Contact: Maciej Prusinowski , board member

GaveKal Year started: 2008 Services offered: BPO

Genpact PL Sp. z o.o.

Year started: 2013 Number of employees: 100+ Services offered: F&A, Procurement, Banking Services, Customer Services Contact: Pascal Henssen

Huuugegames Global HQ: Finland tel.: 91 455 31 50 Year started: 2002 Number of employees: 85 Services offered: IT Contact: Małgorzata Juzefowicz

Marine Technology Centre Co. tel.: 918310935 Year started: 1971 Number of employees: 100 Services offered: R&D

2016

SSC Metro Services PL

Maria Cristina Molinari

Global HQ: Germany tel.: 91 486 66 00 Year started: 2012 Number of employees: 95 Services offered: SSC: F&A Contact: Maria Antoniewska, HR Manager

Mobica Global HQ: UK Year started: 2013 Number of employees: 70 (100 plan) Services offered: IT Contact: Marek Gaborski , Site Manager

Global HQ: Poland tel.: 91480 1201 Year started: 2006 Number of employees: 470 n/ a Services offered: IT Contact: Andrzej Bendig-Wielowiejski, President of the Board

Tarnowskie Góry Sitel

Nordic Consulting & Development Company Number of employees: 58 Services offered: IT Contact: Paweł Finkielman , President of the Board

REC Global Year started: 2014 Number of employees: 50 Services offered: R&D Contact: Daniel Jabłoński , Chief Operating Officer

Stream Global Services

Number of employees: 11 Services offered: BPO Call Centre Contact: Danuta Paruzel , President

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

Witax Year started: 2010 Number of employees: 20 Services offered: F&A

Toruń

Year started: 2005 Number of employees: 280 Services offered: Call center

Allegro IT Center

Sunrise finance Global HQ: Poland tel.: 66 408 02 20 Year started: 2012 Number of employees: 120 Services offered: BPO/IT Contact: WOJCIECH KRZYSZTOF KARBOWSKI , PREZES ZARZĄDU

Tieto Poland Sp. z o. o.

Global HQ: Finland tel.: 918144555 Year started: 2006 Number of employees: 300 Services offered: IT services, R&D services Contact: Artur Perwenis , Director

SSC Unicredit Business Integrated Solutions Global HQ: Italy tel.: 91 430 2394 Year started: 2008 Number of employees: 350 Services offered: SSC: F&A Contact:

Unizeto

Year started: 1999 (since 2008 in Toruń) Number of employees: ca 50 (in Toruń) Services offered: IT

Poland: Szczecin

office services, voice recordings, business consultancy, handling overflow traffic, contact centre virtualisation Contact: Jakub Kłoczewiak , President of the Management Board

Cemtel Year started: 2000 Number of employees: 70 Services offered: Customer support

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

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

Grant Thornton tel.: 56 663 7041 Number of employees: 18 Services offered: BPO, Outsourcing finansowo-księgowy, Outsourcing kadr i płac Contact: Przemysław Polaczek, Managing Partner, International business centre Director

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CEE Shared Services and Outsourcing Directory OpusCapita Sp. z o.o. tel.: 48502777411 Year started: 2008 Number of employees: 700 Services offered: BPO: F&A, IT Services/Software Development, HR or Payroll Contact: Jarosław Tkaczyk, Managing Director

SMT Software

brightONE

tel.: 71 769 59 00 Year started: 2014 Services offered: IT. Customized software development

tel.: 91 814 45 55 Number of employees: 250 Services offered: R&D Contact: Jakub Borowczyk, Head of Business Development

SSC XL Catlin

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

tel.: +48 71 756 47 00, +48 71 756 47 00 Year started: 2013 Number of employees: 250 Services offered: SSC: F&A, IT Services/Software Development, HR or Payroll, Legal Services Contact: Adrian Copland, Head Of European Shared Services

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

Wroclaw SSC BD (Becton Dickinson) Shared Services

Poland: Wrocław

Services offered: SSC:F&A Contact: Martin Ring, MD

Telbridge

Telmon

tel.: 48717576000 Year started: 2010 Number of employees: 250+ Services offered: SSC: F&A, IT Services/Software Development, HR or Payroll, Data Analytics/ Management, Logistics/Supply Chain, Customer Support/Call Centre/Telemarketing. Becton Dickinson is a global medical technology company creating specialized devices, solutions and systems for different needs across the healthcare continuum.

Contact: Sudheer Kaavil Valappil, Center Director

Geoban S.A. tel.: 58-760-6872 Year started: 2008 Number of employees: 600 Services offered: Banking operations - Santander group shared services Contact: Dariusz Bazeli, General Manager

getsix tel.: +48 71 388 13 01 Year started: 2007 Number of employees: 90 Services offered: BPO: F&A, IT Services/Software Development, HR or Payroll Contact: Claus Frank, Partner

QIAGEN Business Services Sp. z o.o.

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Contact: Malgorzata Karpinska, Senior Director Head of Business Service Center

tel.: 71 710 75, 887333104 Year started: 2012 Number of employees: 166 Services offered: IT Services/Software Development, HR or Payroll, Data Analytics/Management, Logistics/Supply Chain, Customer Support/Call Centre/Telemarketing

SSC 3M tel.: 71 395 96 00 Year started: 2014 Services offered: SSC: ITO,HR, F&A

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

Acturis Poland Sp. z o.o. tel.: 71 330 65 75 Year started: 2013 Services offered: R&D ,IT

Capgemini, Software Solutions Center tel.: +48 (71) 756 00 01 Year started: 2004 Number of employees: 500 Services offered: Systemy IT, SAP Contact: Piotr Poprawski

Casus Finance Year started: 1997 Services offered: BPO (HR, IT, F&A) Contact: Adrian Marszałek

Center of Excellence CREDIT SUISSE (Poland) Sp. z o.o.

tel.: +48 71 738 3400 Year started: 2014 Services offered: legal advisory Contact: Kamila Leszczyńska, Office Manager

tel.: +48 71 388 38 71 Year started: 2007 Number of employees: 564 Services offered: Finance & Accounting, HR, Procurement, Customer Service, Financial Services, Knowledge Process Outsourcing, IT Support, Reporting, Design & Publishing Services Contact: Arthur Baenziger

Balluff

Central Europe BPO

tel.: +48 71 382 09 00 Services offered: R&D

Ciklum

Axiom Law

Becton Dickinson Year started: 2012 Services offered: BPO (HR) Contact: Wim De Jonge

Birlasoft

Contact: Alexandre Yakovlev, Ciklum Poland Branch Director

Cogniance Year started: 2014 Services offered: IT

Services offered: IT

Credit Safe

BL Stream

Number of employees: 50 Services offered: R&D in Financial

Year started: 1999 Services offered: IT Contact: Piotr Anioła

SSC BNY Mellon tel.: 71 734 64 02 Year started: 2008 Number of employees: 400+

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Crisil Irevna Services offered: KPO

CSS Corp Services offered: IT

Diehl Controls tel.: +48 71 7749-765

2016

CEE Shared Services and Outsourcing Directory

Dolby Poland Sp. z.o.o. tel.: +48-71-7352-300 Year started: 2012 Services offered: R&D Contact: Łukasz Bratek

Enabledware Services offered: BPO

Espotel Poland Sp. z o.o.

Year started: 2010 Number of employees: 75 Services offered: IT Services/Software Development, R&D. Espotel is R&D design house specialized in Embedded Systems incl. Internet of Things and Production Testing.

Contact: Maciej Sibiński, President

EY Global Services Poland Sp. z o.o. tel.: +48 71 7143000 Year started: 2011 Number of employees: 560+ Services offered: F&A, IT Services/Software Development, HR or Payroll, Knowledge

management, Project management, Executive Assistants, Procurement, Creative services Contact: Dariusz Sus, Global Delivery Services Poland Leader

Services offered: BPO (marketing) Contact: Radosław Kokot

Gorilla Group Year started: 2014 Services offered: IT/help desk,software development Contact: Yevgeniy Shevchenko, MD, CEE Region

Fagor Mastercook Services offered: R&D (Whitegoods) Contact: Ireneusz Bartnikowski

Fresenius Kabi Business Services Sp. z o.o. tel.: +48 71 756 4201 Year started: 2014 Services offered: Medical (BPO F&A,IT) Contact: Agnieszka Ewa Kuzmicka, SSC Manager

Global e-Business Operations Sp. z o.o. (HP) tel.: 22 777 96 33 Year started: 2005 Services offered: Finance and Accounting, Human Resources, Payroll, Customer Service, Marketing Contact: Agnieszka Orłowska, MD

Hicron Year started: 2006 Services offered: ITO Contact: Bartosz Fudala

SSC IBM Global Services Delivery Centre Poland Sp. z o.o.

Year started: 2010 Number of employees: 2000 Services offered: SSC IT Contact: Stefan Stangret

Impel Year started: 1991 Services offered: BPO (HR, IT, F&A) Contact: Konrad Korczak, Drektor, Accounting Services

Google Year started: 2007

Poland: Wrocław

Number of employees: 65 Services offered: R&D (Whitegoods) Contact: Juergen Hirath

49 2016

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Poland: Wrocław

CEE Shared Services and Outsourcing Directory

Irevna

knowledge professionals work together across industries and functions to develop, maintain, and disseminate knowledge, deliver custom analytics, and provide diagnostics, benchmarking, and data-management services.

Contact: Mark Lobo

Number of employees: Planned 100 Services offered: KPO Center (Mathematics)

Medserve

Infusion tel.: (+48) 12 341 9730 Year started: 2012 Services offered: ITO

Global HQ: Ireland

SSC JP Weber Year started: 2004 Services offered: SSC: F&A Contact: Marcin Dudarski

KPIT Cummins Number of employees: 40 Services offered: Accounting Center

Kruk Year started: 1998 Services offered: BPO (F&A) Contact: Piotr Krupa

Luxoft tel.: 12 445 88 00 Contact: Bartosz Strożek, Regional Director

McKinsey & Company Konowledge Center Poland

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tel.: +48 71 393 71 00 Number of employees: Planned 100 Services offered: The Poland Knowledge Center (PKC) in Wroclaw is one of the fastest-growing Knowledge Centers at McKinsey. More than 120

SSC Merck Year started: 2014 Services offered: SSC: HR Contact: Magdalena Bystranowska, HR SSC Head

Contact: Paweł Grundys, Head of Project Management

Ocado Technology Global HQ: UK Contact: Lukasz Brzezowski, Head of Ocado Technology Wrocław

Opera Software Global HQ: Norway tel.: 71 719 60 00 Number of employees: 150 Services offered: IT R&D Contact: Erik Harrell, President

Minetronics

SSC Parker Hannifin

Year started: 2008 Services offered: R&D Contact: Christoph Müller

tel.: 71 38 20 100 Year started: 2013 Services offered: SSC: F&A

Mphasis Global HQ: India Services offered: HR, Accounting

Nokia Solutions and Network Global HQ: Finland tel.: 71 777 41 30 Number of employees: 900 Services offered: IT R&D

Piekielnik Business Consulting Global HQ: Poland tel.: 691370590 Contact: Tomasz Piekielnik, CEO, Partner

PPG Year started: 2010 Services offered: R&D Contact: Anna Łatoszyńska

Objectivity Bespoke Software Specialists Sp. z o.o.

QAD

Global HQ: UK tel.: +48 71 7494 000 Services offered: IT

Number of employees: 50 Services offered: R&D Contact:

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2016

CEE Shared Services and Outsourcing Directory Jarosław Jaśkiewicz

Sebastian Łękawa, President

SSC Qatar Airways

Softserve

Year started: 2012 Services offered: SSC: contact centre Contact: Dorota Kowalewska, Customer Contact Centre Manager

Global HQ: Ukraine tel.: 71 382 28 00 Year started: 2014 Number of employees: 150-200 Contact: Valentine Dembicki, Business Development Manager

tel.: 71 711 8011 Year started: 2007 Number of employees: 260 Services offered: ICT, software engineering services Contact: Krzysztof Kuliński

Techland Year started: 1991 Services offered: IT Contact: Paweł Marchewka

Red Embeded Group

Tequila Mobile

Global HQ: UK Contact: Chris Thornborrow, General Manager

Year started: 2008 Services offered: IT Contact: Wojciech Woziwodzki

Remy International Services offered: R&D (Automotive)

Research & Engineering Center Sp. z o.o.

Year started: 2007 Number of employees: 222 Services offered: IT, Software development services Contact: Krzysztof Kuliński

Rinf Year started: 2003 Services offered: ITO Contact: Aleksander Lewicki

SSC UBS Business Solution Center

UNIT 4 TETA tel.: +48 71 323 40 00 Year started: 2014 Services offered: IT

tel.: 32 354 9426 (717695917) Year started: 2002 Services offered: IT Contact:

2016

Number of employees: 150 Services offered: HR Service Center

SSC Toyota Motor Europe

SSC Santander Consumer Bank

SMT Software

Wipro

Global HQ: Japan tel.: (71) 359 85 90 Year started: 2015 Services offered: SSC

Number of employees: Planned 300 Services offered: SSC Contact: Sebastian Łękawa

Global HQ: Canada tel.: 71 777 15 42 Number of employees: 50 Services offered: R&D IT(Software) Contact: Robert Góral , Director

Global HQ: USA tel.: 22 212 02 00 Contact: Eduard Horbal, Site Leader / President of Management Board

Year started: 2008 Number of employees: May 2011- 1100 employees Services offered: IT services, R&D services, Industry specific Contact: Ireneusz Miski , Country Manager Poland

Year started: 2005 Number of employees: 50 Services offered: SSC: F&A

Siemens AG

Global HQ: USA tel.: 71 782 18 88 Number of employees: 40 Services offered: R&D (Automotive) Contact: Sean Brown, Lean Supplier Development

Whirpool

Tieto Poland Sp.z o. o.

Global HQ: Switzerland Year started: 2015 Services offered: SSC: F&A Contact: Grzegorz Pabian, Director

SSC Ruukki

Wabco

Poland: Wrocław

REC Global

Year started: 2004 Number of employees: 500 (100 in IT) Services offered: Accounting, administration, IT Contact: Bengt Lundström

UTC Aerospace Systems Global HQ: USA tel.: 71 714 80 09

Viessmann Global HQ: Germany tel.: 71/ 36 07 100 Contact: Tomasz Wronski, Head of Research and Development

Volvo

51

Global HQ: Sweden tel.: +48 71 302 17 00, 302 17 06

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CEE Shared Services and Outsourcing Directory Bydgoszcz

Szczecin arvato Bertelsmann BL Stream Sp. z o.o brightONE Coloplast Shared Services Contact Center Convergys CSP Customer Services Polska Dansk Supermarked DGS Business Services GaveKal Genpact PL Sp. z o.o.

Huuugegames Marine Technology Centre Co. Metro Services PL Mobica Nordic Consulting & Development Company REC Global Stream Global Services Sunrise finance Tieto Poland Sp. z o. o.

Unicredit Business Integrated Solutions Unizeto

AGNAT Sp. z o.o.

Alcatel - Lucent Polska Asseco Poland S.A. Astaro Atos IT Services Sp. z o.o.

Bank BPH S.A. Centrum Korporacyjne Bank Pocztowy S.A. - Centrum Operacyjne Sp. z o.o.

Banku Pocztowy S.A Bazy i Systemy Bankowe S.A. Bibby Financial Services Centralny Ośrodek Rozliczeniowy Poczty Polskiej Centrum Operacyjne Grupa Banku Pocztowego

Poland: CityName

Poznań Arvato services CEDC International John Deere Lorenz A. Schulman Addconnect Contact Center ADM Allegro Alma (Systemy Informatyczne) Alphanumeric Systems Europe Analyx BAE Systems Banach Outsourcing Bridgestone EBS Carl Zeiss Carlsberg Shared Services CenturyLink Poland Sp. z o.o.

Ciber Cleeng Cognifide Contact Center Dalkia Services Deloitte BPO DFDS Duni EFF SP.z o.o.

Egnyte

Elavon Merchant Services Enea S.A. EXIDE Technologies SSC Finnchat Franklin Templeton Investments Center Genpact PL Sp. z o.o.

GFT Poland GlaxoSmithKline Global IT Grace Grant Thornton Frąckowiak HedgePole (Polska) Holicon Sp. z o.o.

Holiday Check Huawei Ikea Shared Services Intitek Itelligence Jeronimo Martins Polska S.A. Kennametal Services Kleffmann MAN Accounting Center MARS FINANCIAL SERVICES McKinsey EMEA Mentor Graphics Newell Rubbermaid

Łódź

ABB Accenture ACS Solutions Poland/Xerox Agreeya Mobility Poland AMG.net Arynga Atos Origin Bank Pekao SA Barry Callebaut BMS Bosch&Siemens BRE Centrum operacji BSH BSS - Business Support Solution Capita (SouthWestern BPS Poland) Cardif Services CERI International Sp. z o.o.

Citi Handlowy CitiFinancial Clariant II Comarch S.A. Contact Center sp. z o.o.

Cybercom Poland Dalkia Services DHL Express Dimar

Wrocław

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IBM Global Services Delivery Centre Poland Sp. z o.o.

Impel Infusion Irevna JP Weber KPIT Cummins Kruk Luxoft McKinsey & Company Konowledge Center Poland Medserve Merck Minetronics Mphasis Nokia Solutions and Network Objectivity Bespoke Software Specialists Sp. z o.o.

Ocado Technology Opera Software Parker Hannifin Piekielnik Business Consulting PPG

O-I Business Service Center Open Text Opera Software Osram Pepco Polaris Propex Services Group Q-Partners Rule Financial Savvis Selvita Sii Starter Starter Truck Services Sysnet Global Solutions Talex Telcordia Technologies Unilever Polska Veolia CUW ViaVox Call Contact Center Volkswagen Poznań W.R.Grace Wavin Polska S.A. Wikia ZETO S.A.

Ericpol Telecom Faurecia Fujitsu Technology Solutions GE GFT Group (Rule Financial) Indesit Company Polska Sp. z o.o.

Infosys INTERsoft LSI Software Makolab Mbank McCormick Shared Services Mobica Nordea Bank Polska S.A. OSTC PGE Obrót S.A. Phillips Pixel Technology PKO BP Polkomtel Poyry Prudential PZU Randstad Payroll Solutions Samsung R&D Sanitec SSC QAD Qatar Airways REC Global Red Embeded Group Remy International Research & Engineering CenterRinf Ruukki Santander Consumer Bank Siemens AG SMT Software Softserve Techland Tequila Mobile Tieto Poland Sp.z o. o.

Toyota Motor Europe UBS Business Solution Center UNIT 4 TETA UTC Aerospace Systems Viessmann Volvo Wabco Whirpool Wipro

Orange Postdata S.A. Przedsiębiorstwo Informatyki ZETO Bydgoszcz S.A. PZU S.A. SDL Poland Soft Blue Sunrise System T Komp TEL-DAT Teleplan Polska

Centrum Operacyjne Sp. z o.o.

Contact Center Sp. z o.o.

Eniro Polska Sp. z o.o.

Genesys Telecommunications Laboratories Sp. z o.o.

Grant Thornton FPA Outsourcing Sp. z o.o.

Jabil Global Services Poland Sp. z o.o.

Kujawsko - Pomorskie Regionalne Centrum Korporacyjne PEKAO S.A. Livingston Poland Sp. z o.o.

Logon S.A. Mobica Limited Sp. z o.o.

Oponeo OPTIMO-INVEST

Allegro IT Center Cemtel CTDP Cyfrowy Polsat Grant Thornton OpusCapita Sp. z o.o.

Telbridge Telmon

PPG Coating Poland LTD Sony Pictures Global Business Services Sp. z o.o.

ThomsonReuters Europe SA Young Digital Planet

ADVA Optical Networking Asseco Poland SA BEST Det Norske Veritas Flugger Misys

Sopot Atena

Piła Phillips

Gdynia Sopot Gdańsk

Ci

Cont

Toruń

Bydgoszcz

Piła

Poznań

Tarnowo Podgórne

Łódź Wrocław Opole

ice

Eton Park Capital Management FIAT Services Polska Generali Grant Thornton Grupa Żywiec HireRight Poland IBM ING Services Poland IT4Q Katowicki Holding Węglowy Kroll Ontrack LGBS Link4 Call Center Maksimum Mentor Graphics Neubloc Northgate Arinso Oracle Orange

Zgierz

w Kielce ó z r Cho Dąbrowa Górnicza Sosnowiec

Katowice

Capgemini, Infrastructure Services Future Processing Gliwice Ista Bytom Future Processing Nowa Itaka General Motors Nutricia Contact Center Liberty Ista Shared Services Opta data Chorzów Junisoftex PZU/PZU Życie Biuro Projektowania R.N.G. Systemów Cyfrowych (BPSC) Pregis Tenneco Sindbad BSS Polska TRW Automotive OEX/Archidoc Wasko Katowice X – solve

WARSAW

Radom Częstochowa

Gliw

Opole

4EverNET Alan Systems Alba Polska Aldec ADT Arinso People Services Sp. z o.o.

Asseco Systems Bombardier Transportation CapGemini Polska sp.z o.o.

COIG S.A Contact Center Cooper Standard Automotive Polska CYCLAD Polska Sp. z o.o.

Deloitte BPO DisplayLink Dunlop Conveyor Belting Enersys Eniro Polska Ericsson GSDC Ernst&Young

Elbląg Olsztyn

Tczew

Szczecin

Scanaqua Symphony teleca T-Mobile Takeda SCE Sp. z o.o Target BPO Tate&Lyle Tax Care Technitel Teleca TELMON TomTom I TRADENET Transition Technologies Unicredito UPS Global Business Service Center Veolia Environnement - SAP Center of Excellence Warta Insurance Group XEROX ZETO

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Gdynia

Toruń

Cracow

Bielsko-Biała Ruda Śląska Arteria

Perform Media Poland Bielsko-Biała Poczta Polska 4CALL.PL Proximetry Avio PwC Service Delivery Centrum Finansowo Rockwell Automation – Księgowe Grupy Żywiec Sii Cooper-Standard Automotive Polska Sms Metallurgy Polska Crystall Call Steria EnerSys Sygnity Fiat Services Polska TELE-FONIKA Kable Netia Teleperformance GermanySimio Polska Tenneco Universal Agent – Grupa DataContact Timken Unilever Sosnowiec UPC Warta Contact Center Webanywhere Wincor Nixdorf ZETO Katowice

Częstochowa Call Center Inter Galactica (branch) Telbridge (branch) TRW Automotive

Dąbrowa Górnicza Alba Polska Sp. z o.o ArcelorMittal Shared Services Centre Europe DHL Logistic Wipro

2016

P

e

CEE Shared Services and Outsourcing Directory

Gdańsk Acxiom Global Service Center Polska Arla Global Financial Service Centre Sp. z.o.o.

Arla Global Financial Service Centre Sp. z.o.o.

Asseco Atena Bank BPH/GE Capital Bayer Service Center Gdańsk Cognizant Technology Solutions

Elbląg

Tczew

Best S. A. FLSmidth MAAG Gear AG Info Power Sp. z o.o.

OPEGIEKA Sp. z o.o.

Eaton Automotive

Competence Call Center ENERGA Centrum Usług Wspólnych EPAM Systems (Poland) Sp. z o.o.

Fineos Software Service Centre First Data Global Services Ltd Goyello Gratka Technologie Hempel A/S HK Finance&Accounting

Humax IBM Implix Intel Technology Poland Gdansk Intitec Jeppesen by Boeing Kainos Software Poland Sp. z o. o.

Kemira Gdańsk sp. z o.o.

Lufthansa Systems Metsä Group Services MOL (Europe) Central

Support Unit Sp. z o.o.

Ncomputing Nearshoring Solutions Nordic Services OIE Support OKE Software PBP ENAMOR PGS Software Playsoft Group Powel PwC Polska - Advisory Center of Excellence PZU

Qtravel Schibsted Tech Sigarden Sii Gdansk Solwit Staples State Street Bank Synopsys ThyssenKrupp Group Services Gdansk Sp. z o.o.

TIM Call Center Transcom

Warsaw

Olsztyn Centrum Rozliczeniowe Banku CITI Handlowego France Telecom Transcom Worldwide Poland Sp. z o.o.

Ciechanów Contact Center sp. z o.o.

ABN Amro Accenture Asseco Business Solutions SA AstraZeneca Pharma Poland Atos IT Services Sp. z o.o.

Avon Global Shared Services / Global Centre of Excellence Axel Springer BNP Paribas Securities Services Britenet Sp. z o.o.

Capgemini Polska Cargill HR Shared Services CBRE Corporate Outsourcing Citi Service Center Poland CocaCola Global Poland Services sp. z o.o.

Cofely Services Sp. z o.o.

Commercial Union Call Center Connectis Danone IT Competency Center EMEA Deutsche Services Polska Devonshire sp. z o.o.

Extor S.A. Goldman Sachs Technology Google Poland Grant Thornton FPA Outsourcing sp. z o.o.

Jones Lang Lasalle Group Services Sp. zoo Linklaters Poland Sp. z o.o.

Lionbridge Poland Mazars Polska Sp. z o.o.

Mellon

Mettler-Toledo sp. z o.o.

MMC Eastern Europe Accounting Operations MoneyGram OEX OpusCapita sp. z o.o.

Oriflame Global Shared Services Finance Pandora Jewelry Shared Services PGNiG Serwis Sp. z o.o.

Primo Polska S.A. Process Solutions Sp. z o.o.

Procter&Gamble Global Business Services Provident Poland PwC Polska sp. z o.o.

PZU Centrum Operacji

Randstad Payroll Solutons RBS Global Hub Europe Roche IT Service Centre Samsung Electronics Poland Schneider Electric - EMEA Finance Shared Services Sii Sp. z o.o.

Stanley Black & Decker Inc Technicolor Polska Teleperformance Polska Sp. z o.o.

Tieto Poland Sp.z o. o.

TNT Holdings (Poland) sp. z o.o.

UCMS Group Velux Global Business Services Wipro IT Services Poland Xerox Sp. z o.o.

Białystok

Radom

Piaseczno

Centrum Przetwarzania Danych Ministerstwa Finansów Energetyczne Centrum S.A. Europe Calling Sp. z o. o.

Idea Call Center Iron Mountain – Centrum Przetwarzania Danych Multimedia Interactive Sp. z o.o.

SMG/KRC – Call Centre Telbridge Radom Telecentrum

Tieto Poland

Piaseczno

Poland: CityName

Białystok

BIT S.A. Białystok Branch Centrum Informatyki \"ZETO\" S.A. INTRATEL sp. z o.o.

Qburst Poland Sp. z o.o.

SICC s.c. Marcin Zajkowski, Paweł Breś SMT Softaware Sp. z o. o. SKA Białystok Branch

Zgierz Clariant

Lublin Asseco Business Solutions Britenet BZ WBK Genpact Poland Sp. z o.o.

Infinite Open Finance CC Orange Costumer Service

Lublin Sandomierz Rzeszów

Cracow

Asseco Poland Region Rzeszów Carlson Wagonlit Travel Centrum Usług Finansowych ACP Pharma S.A. Centrum Zastosowań Informatycznych ContactPoint

CEZ Polska Shared Service Center Kraków ABB IT sp. z o.o Accounting Plaza Central Europe Affiliated Computer Services of Poland AFS Akamai Alexander Mann Solutions Poland Sp. z.o.o.

Amer Sports Financial Shared Service Amplexor Amway Business Center Europe Antenna Volantis Sytems Aon Hewitt Apriso AVEREAST GROUP AZSoft S.A, Contact Center Capita Capnor Poland Cathay Pacific Airways Limited CBB Call Center CH2M HILL SSC Chatham Financial

2016

Kielce

Sandomierz

Rzeszów

e

Orange Customer Service Orange Polska Accounting Operations Centre Pekao Faktoring PKO BP Transition Technologies

Albit Altar BC&O Polska Biurex Call Center Inter Galactica Centrum Systemów Komputerowych ZETO ComplexComputers EduTel F.U.H Older (usługi Call Centre dla Play)

Pilkington Automotive Cross Jeans Deloitte Central Europe Business Services Center Hamilton Sundstrand ICN Polfa Rzeszów ICN Polfa Rzeszów Mobica Ltd OPTeam S.A.

Cisco Systems Limited Clifford Thames Comarch Communication Factory Contact Center sp. z o.o.

Deloitte BPO Delphi SSC Delta Vista Poland Digitland DreamLab Onet.pl Ecolab EDF Electrolux Centrum Księgowo-Finansowe Element14 Elettric 80 EPAM Systems (Poland) Sp. z o. o.

Ericpol Telecom ESET Euroclear Bank S.A. Euroscript Poland Evolving Outsourcing Exult

PKO BP Pratt&Whitney Reslogistic Sanofi Aventis Soft System Unicall Communication ZETO-RZESZÓW Sp. z o.o

Flying Fish FMC Technologies Fortis Bank FQS Poland (Fujitsu) Genpact PL Sp. z o.o.

Getinge Shared Services Google Operations Centre Hays Center Of Excellence HCL Poland HDI Rathdowney HEINEKEN Global Shared Services Sp. z o.o.

Hewitt Associates Hitachi Data Systems HSBC Service Delivery HTS-Comarch IAG (International Airlines Group) IBM Poland Laboratorium Oprogr. & BTO Business Consulting Services IBM SWG Lab IFS IG Group Iloop Mobile

Impel Business Solutions INFONETAX Sp. z o.o.

INFOVER S.A. Kolporter INFO SA Mansourcing Sp. z o.o.

Medicover MJ Sysems Magdalena Michalska Pctum

INTERNATIONAL PAPER - POLAND Johnson & Johnson Kenexa Lastminute Lufthansa Global Business Services Lumesse Lurgi Poland Luxoft Poland sp. z o.o.

Metrosoft Poland Modis Motorola GSC Nokia Siemens Oracle Peason Perkin Elmer Pliva Cracow PMI Service Center Europe PNO Consultants Premier Farnell (Element 14) Quorum International Rolls Royce RWE Group Business Services Sp. z o.o.

Przedsiębiorstwo Techniczno Informatyczne "ZUBIX" Sanek Simple Outsourcing Telbridge Sp. z o.o.

Teledirect Sp. z o.o.

Transition Technologies UCMS Group Poland

SAB Miller Shared Services Sappi Shared Services Schibsted Tech Polska Selvita Xerox Business Services Serco Shell Shared Service Centre Poland Sii Software Mind Solar Winds State Street Bank Poland Stefanini TechTeam Global Teleinvention Tesco Poland UBS Poland SC UPM Kymmene Vesuvius (Cookson) Wyse Technology Xerox Business Services

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CEE Shared Services and Outsourcing Directory

Hungary Budapest SSC AB InBev

SSC Agco Hungary Kft.

Global HQ: USA Year started: 2006 Number of employees: 150 Services offered: SSC: F&A, HR, IT, Logistics

Global HQ: USA tel.: +361-882-8300 Year started: 2011 Number of employees: 115+ Services offered: SSC Centre of Excellence: F&A, IT, HR Contact: Emese Szakacs, Director

Accenture tel.: 3613273700 Year started: 1992 Number of employees: 260 Services offered: BPO: F&A, etc.

Agoda

SSC Acelity Global HQ: USA tel.: 36-1-880-2501 Year started: 2010 Number of employees: 250+ Services offered: SSC for this medical services firm: F&A Contact:

Hungary

SSC Albemarle

Adriano Cito, VP Finance EMEA - General Manager Global SSC Budapest

Year started: 2011 Number of employees: 148 Services offered: Customer Service Centre Contact: Zsuzsanna Vary, Regional Manager

Global HQ: USA tel.: +361-883-9600, 36 1 883 9602 Year started: 2009 Number of employees: 100+ Services offered: SSC: F&A Contact: Duncan Johnson, Managing Director

Avaya tel.: +36 1 238 8200 Year started: 2001 Number of employees: 150 Services offered: global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services.

Contact: György Gombár, Country Manager

Budapest AB InBev Accenture Acelity Agco Hungary Kft. Agoda Albemarle Avaya Avis Budget Group BSC Kft. BP European Business Service Centre Celanese BBSC Celergo Cemex SSC

Citi Service Center CloudAgents (COMFORCE Zrt.) Cognizant Delivery Center Computacenter Hungary Corning CPL Integrated Services Budapest Cushman & Wakefield Shared Service Center DHL Diageo Business Services Docler SSC E-Sense

Eaton - EMEA Business Service Center Ellerton Call Centers Emirates SSC ESAB ExxonMobil BSC FAO (UN) Regional Office for Europe and Central Asia GE Global Operations Center Genpact Hungary Process Kft. Getronics Hungary

Givaudan Finance Services Greif BSC Europe Kft. Grundfos Hellmann Shared Service Center Kft. HP Enterprise Services IBM International Shared Service Center Intercomp Global Services IT Services Hungary Kft. Johnson Controls KBC Global Services KLM Financial SSC Lexmark International

Technology Hungary, Ltd Media Services Group Merlin MOL Group Morgan Stalnley MVM Group (Hungarian Power Companies) Mylan European GBS Center Nalco Hungary BSSC (Ecolab) Nokia Networks NXP

Nyíregyháza

Pactera Development Center Photel Zrt. Process Solutions Roche SSC Budapest SAP Global Support Center Sapa Shared Services Sykes Hungary Systema

Lego Raiffeisen Bank

Debrecen British Telecom Concentrix Flowserve Hungary Services Merlin National Instruments

Nyíregyháza

Budaörs TetraPak

[118]

Budaörs

BUDAPEST

Debrecen

[208]

[1,740]

Székesfehérvár Szolnok

[102]

[74]

Békéscsaba [64]

Székesfehérvár Alcoa Global Business Services (GBS) Emerson Process Management Harman Visteon

54

Pécs [157]

Population: 9,849 Population figures in thousands

www.ceeOutsourcingAwards.com

2016

CEE Shared Services and Outsourcing Directory Manager’s Profile

dermine the region’s competitiveness in the longer run.

Hungary

Soma Demény HR Manager Global Operations and Corporate CEE GE Global Operations (Hungary, Poland, Romania, Czech) Parent Company: General Electric, USA

56

A few words about GE’s operations in CEE: GE has 5 Regional business HQs, 21 Manufacturing facilities, 6 R&D centers and 1 Global Operations Center in CEE, which provides integrated shared services to GE businesses across Europe and beyond.

GE has a long history and strong experience of developing centers of excellence and shared services in the country. Skilled workforce with good language skills, developed infrastructure and central location/ time-zone along with a rich cultural background and stable economic environment further justify the preference for Hungary.

The country is well positioned in international comparison for the development of CoEs and Shared Services.

From being primarily finance-focused initially, the Center now provides multifunctional captive shared services to GE businesses in over 35 countries throughout Europe, Russia and CIS countries. As the scope of the Center expands and we become more multifunctional, our focus will now broaden from Finance, IT, and HR to hire skilled people in Legal, Tax, Commercial and Supply Chain.

• Key functions include: • Commercial Services

Employee Issues.

From less than 200 people on two floors in one building and being primarily finance focused, Global Operations today occupies three buildings in an environment-friendly office in Vaci Greens, Budapest.

The campus houses 1,600+ Global Operations employees of which 63% are women. The multicultural staff speaks 37 different languages comprising 80% Hungarians and 20% from 51 other nationalities. Our plan is to increase the number of employees to 2000 by 2017.

• • • • • • • •

Financial Services Taxation (VAT and CIT) Supply chain management Services HR Services Legal Environment, Health & Safety Data management

Some advice to other firms considering setting up SSC/BPO operations in CEE: Talent is abundant and the SSC market creates a fast moving and hyper-modern working environment in the region. Our responsibility lies with growing talent internally and avoiding competing by paying higher. As this is a growing industry and CEE offers a cost arbitrage even at inflated compensation levels, the lack of focus and shared responsibility could un-

SSC Avis Budget Group BSC Kft.

SSC Celanese BBSC

Global HQ: USA tel.: +36 (1) 887 1401 Year started: 2003 Number of employees: 1000+ Services offered: SSC: F&A, IT services, HR, Data analytics.

Contact: Rahul Malhotra, Head of Service Delivery

Global HQ: USA tel.: +361-627-7400 Year started: 2007 Number of employees: 450+ Services offered: SSC: Finance, treasury, Global AP, AR, GL, Customer Service, Logistics for EU and US Contact: Petra Czugler, Media

SSC BP European Business Service Centre

Celergo

Global HQ: UK tel.: 361-866-6300 Year started: 2009 Number of employees: 900 Services offered: SSC: F&A Contact: Balazs Fertig, Talent Engagement Manager

tel.: +361-235-3746 Year started: 2012 Number of employees: 8 Services offered: Payroll services provider: Accounting, Tax compliance, Payroll

SSC Cemex SSC Global HQ: Mexico

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Biggest positive surprises (and biggest negative surprises) about setting up or operating SSC centre in CEE: The publicity and attractiveness of SSC’s have started to attract a large number of talents from around the world. Our career prospects make people relocate even from Western Europe, which is something we didn’t expect. The market is volatile and therefore somewhat unpredictable, despite the general rapid growth of the SSC market. I’ve seen many SSC’s moving out, changing location or closing down in the region.

Soma Demény. Hungarian, degree in Business Studies and HR from Oxford Brookes University. Started career in Deutsche Telekom and moved to GE in 2002 where I worked at various HR roles in various GE businesses also having participated in GE’s HR Leadership Program. I assumed my current role in 2014 as the HRM for CEE. Contacts: +36309305888 soma.demeny@ge.com

tel.: 361 215 0874 Year started: 2005 Number of employees: 300 Services offered: SSC: F&A, HR, IT. Mainly support the European subsidaries of CEMEX in Germany, France, England, Ireland, Poland and Croatia.

Contact: Kis Csaba , General Manager

SSC Citi Service Center Global HQ: USA tel.: +361-374-5000 Year started: 2005 Number of employees: 1200 Services offered: SSC: Information Technology, Security, Technology Engineering and Markets Quantitative Analysis.

Contact: Bea Elod, Director

2016

CEE Shared Services and Outsourcing Directory tel.: 3619995300, 3619995300 Year started: 2008 Number of employees: 400 Services offered: Customer Support/Call Centre/ Telemarketing. Provides a global solution for multilingual customer service in a pay-per-use model with home-based agents around the globe.

Contact: David Papp, CEO

Cognizant Delivery Center Global HQ: USA tel.: 361-456-7000 Year started: 2008 Number of employees: 440 Services offered: BPO: Budapest center provides near-shore IT Development, IT Infrastructure Services and BPO support for global customers in sectors Pharma, Banking, Consumer Goods and Telecom.

Contact: Kornél Csajtai, Center Head

Computacenter Hungary Year started: 2014 Number of employees: 200+ Services offered: Captive: an extension of our main Barcelona Multilingual Service Centre, expand our European language capability and provide a skills pool for the wider Computacenter business.

SSC Cushman & Wakefield Shared Service Center tel.: +36 1 268 1288 Services offered: previously DTZ SSC.Services include Accounts Payable, Accounts Receivables and Data management.

Contact: ORSOLYA NÉMETH, Marketing Manager

DHL Year started: 2011 Number of employees: 150+ Services offered: Contact center: Logistics/supply chain

Diageo Business Services Global HQ: UK tel.: +361-412-9511, 36308169478 Year started: 2002 Number of employees: 1200 Services offered: Finance, administration, billing services Contact: Ulrica Fearn, GM, GBS

SSC Docler SSC tel.: 36-1-432-3000 Services offered: BPO/SSC.

SSC Corning Global HQ: USA tel.: +361-481-2300 Year started: 2006 Number of employees: 60 Services offered: SSC: F&A. Corning in Hungary is part of the global finance function.

Contact: Zsuzsanna Tolgyesi, HR manager

CPL Integrated Services - Budapest Global HQ: Ireland Year started: 2011

Number of employees: 770 Services offered: Cpl Integrated Services offer a full suite of solutions for Recruitment Process Outsourcing (RPO), Contingent Workforce Solutions (CWS), Managed Service Provider (MSP) programs and Consultancy.

Contact: John Paul McGonigle

E-Sense

Ellerton Call Centers tel.: +3630 870 8080 Year started: 2012 Services offered: Call Center Contact: Laszlo George

SSC Emirates SSC Year started: 2014 Number of employees: 300+ Services offered: SSC: Customer service Contact: Gabor Horvath , Country Manager

ESAB Global HQ: UK tel.: +361-382-1200 Year started: 2010 Number of employees: 140 Services offered: Finance, IT outsourcing, service desk, logistics, procurement

SSC ExxonMobil BSC Global HQ: USA tel.: +36 1 298 5000 Year started: 2004 Number of employees: 1400 Services offered: SSC: F&A, IT services, administrative, logistics

FAO (UN) Regional Office for Europe and Central Asia

Year started: 2001 Number of employees: 570 Services offered: manpower leasing

Eaton - EMEA Business Service Center tel.: 3614999015 Year started: EMEA BSC: July 2015 Number of employees: 150+

Services offered: Eaton’s EMEA Business Service Centre (BSC) is the newest addition to the company’s EMEA regional capability, helping to manage operations across the region.

Contact: Csaba Szende, HR Director

Hungary

CloudAgents (COMFORCE Zrt.)

Year started: 2007 Number of employees: 125 Services offered: Regional Centre: F&A, HR

SSC GE Global Operations Center Global HQ: USA Year started: 2014 Number of employees: 1600

Winner Best Employer of the Year – Shared Services – CEE

Danske Bank Group IT Lithuania (DGITL) (Vilnius, Lithuania)

CEE

Shared Services and Outsourcing Awards

2016

2016

www.ceeOutsourcingAwards.com

57

CEE Shared Services and Outsourcing Directory

Winner Best Shared Services Firm of the Year – CEE

BT Regional Operations Centre (Hungary)

CEE

Shared Services and Outsourcing Awards

2016

Services offered: SSC: provides multifunctional integrated shared services to GE businesses in over 35+ countries throughout Europe and beyond. Staff speaking a total of 37 languages. 80% of the staff is Hungarian and the other 20% comprises 50 nationalities.

Contact: Peter Molnar, CIO, Global Operations & Leader of the Hungary IT Center

Hungary

Genpact Hungary Process Kft. tel.: :+36 1 330 8915 Year started: 2002 Number of employees: 300 Services offered: BPO: F&A, Customer Service, Supply Chain &Procurement, Sales & Marketing Analytics, Financial Services Collections/Ops, Information Technology Services, Enterprise Application Services.

Getronics Hungary tel.: +36 1 371 7500 Year started: 2004 Number of employees: 140 Services offered: BPO/Call center: Customer Support, IT support

SSC Givaudan Finance Services tel.: +361-880-5000, 36 1 880 5003 Year started: 2011 Number of employees: 131 Services offered: SSC: F&A, HR, Data management Contact: Lóránt Kádár, Finance Manager

SSC Greif BSC Europe Kft. Global HQ: USA tel.: 36 1 580 8000 Year started: 2013 Number of employees: 15 Services offered: SSC: F&A, IT Contact: Sandor Orban, Business Unit Manager

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Grundfos

Year started: 2010 Number of employees: 165 Services offered: Finance Contact: Flora Kovacs, SSC Director

Hellmann Shared Service Center Kft. Year started: 2016 Contact: Eloed Sata, Managing Director

HP Enterprise Services Global HQ: USA Year started: 1991/96 Number of employees: 1650+ Services offered: BPO services: F&A, IT and Data-processing services, document-management

SSC IBM International Shared Service Center Global HQ: USA tel.: +36-1-777-1055 Year started: 2004 Number of employees: 2300 Services offered: SSC: F&A, HR, Customer Support, Call Center for IBM\'s own operations

Intercomp Global Services tel.: 36-21-380-1913 Services offered: BPO: F&A, Payroll processing

IT Services Hungary Kft. Global HQ: Germany tel.: 361-456-5400 Contact: Christopher Wilson, CEO

SSC Johnson Controls Global HQ: USA tel.: 36 1 459 3700 Services offered: SSC tied to manufacturing operations Contact: Balint Bacso, Director of Enterprise HR Operation - APAC & EMEA

Global HQ: Denmark tel.: +361-272-4115

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SSC KBC Global Services Global HQ: Belgium tel.: 36 1 465 4500 Year started: 2008 Number of employees: 350 Services offered: SSC: IT services

SSC KLM Financial SSC Global HQ: Netherlands Year started: 2006 Number of employees: 120 Services offered: SSC: F&A

SSC Lexmark International Technology Hungary, Ltd tel.: +36-1-501-7228, +36-1-501-7300 Year started: 2008 Number of employees: 350+ Services offered: Captive SSC: F&A, IT Services/ Software Development, HR or Payroll, Data Analytics/Management, Logistics/Supply Chain, Customer Support/Call Centre/Telemarketing Contact: Peter Csucska, Managing Director

SSC Media Services Group Global HQ: Germany tel.: 36 (1) 270 20 40 Year started: 1997 Number of employees: 40+ Services offered: BPO: IT services and customer support; Virtual SSC, digitalization and document support for media companies (with focus on DACH countries) Contact: Mark Pinter, Managing Director

Merlin tel.: +36 1 815 4500, +36 1 815 5800 Year started: 2010 Number of employees: 315 Services offered: ITO: IT Service Desk, Customer Service Centres, Infrastructure & Data Centre Support. Merlin operates from centres in the UK, Hungary (Budapest and Debrecen) and Manila.

Contact:

2016

CEE Shared Services and Outsourcing Directory

SSC MOL Group Global HQ: Hungary tel.: +361-371-9536 Number of employees: 450 Services offered: SSC: F&A, IT services. For 50+ subsidiaries Contact: Anita Horváth, Process Development Expert

SSC Morgan Stalnley Global HQ: USA tel.: +36 1 881 4000 Year started: 2005 Number of employees: 800 Services offered: SSC: F&A, Data Analytics, provides support across variety of services including IT, Financial Control, Operations, Credit Risk and Documentation.

Contact: Adam Dobbie, Program Manager

Manager’s Profile

How did Mylan decide on Budapest?

The European GBS Center in Budapest is one of several GBS centers at Mylan.

We also have centers in Hyderabad, India, Morgantown, West Virginia, and Canonsburg, Pennsylvania. Budapest was chosen as the location for our European center due to its central location to our company’s operations in the region. Budapest also is renowned for being unconventional and innovative, which are core characteristics of Mylan. Further, Budapest is highly regarded as a regional hub for shared services professionals, many of whom are fluent in multiple languages. This is critical to supporting a global company.

How will your business change in the next 2-3 years?

Mylan’s GBS function was established in mid-2014, and our European GBS Center opened in October 2015. Since that time, we’ve primarily focused on building our team, optimizing our existing processes and establishing our professional en-

2016

Global HQ: Hungary Number of employees: 60 Services offered: Largest state-owned company in Hungary. SSC: Treasury, Controlling, Accounting and Tax and CAPEX Allocation activities of the MVM Group, Contact: Laszlo Szabo, Finance Director

migration management during the implementation phase. Contractors also can help support some of the daily operational work for a fixed time period while a process is being stabilized. Interns and student workers can be another great way to augment your staff.

Biggest positive surprises (and biggest negative surprises) about setting up or operating SSC centre in CEE: For me, the biggest positive surprise was seeing how developed the CEE region is in terms of technology, real estate and other aspects of the economy. On the other hand, I think there is a huge opportunity for people outside of the region to better understand the opportunities and career paths available in the shared services industry here in Budapest.

Gabriella Kokai Director, European HR Shared Services Mylan Global HR Shared Services Budapest Parent Company: Mylan, US Background on Mylan and operations in CEE: Mylan is a global pharmaceutical company with Mylan’s European Global Business Services (GBS) Center ocated in Budapest. The GBS Budapest team supports transactional services performed by our company’s Finance, Human Relations and Information Technology functions.

We are growing our team in Budapest and currently employ approximately 70 employees – 85% of whom are focused on Finance activities and the rest are focused on Human Relations activities.

SSC MVM Group (Hungarian Power Companies)

vironment. The next two to three years will be about building upon the base we’ve established, growing our team, expanding the services we provide and driving even greater efficiencies in how we operate.

Our team is a captive shared services organization – we support only Mylan. We have a strong global operations team that we rely on to drive efficiencies across our entire organization.

Specific advice to other firms considering setting up SSC/BPO operations in CEE: When determining a location for a shared services center, it’s important to really get to know the area, its culture and its people. Make sure you work closely with your local government and maintain a good relationship with them.

Choose the right leaders to set up your new organization.

At times, it can be beneficial to bring in external support when you are first standing up your shared services organization. Additional support can be used to help cover the temporary increased workload in areas such as project and

Specific cost savings that your firm has achieved.

As you know, the goal of any shared service organization is to improve services while reducing overhead costs. One area where we’ve realized significant cost savings is derived from the location of our European shared service center. The relatively low costs to operate here is one of the many reasons why Budapest is such a popular shared services hub within Europe.

Another factor that drives cost savings and efficiency is the process-oriented mindset that is typical in a shared services environment. Even though we’re a young shared services team, we now support more than 20 significant global processes across Finance, HR and Information Technology, such as Accounts Payable, Application Support and Talent Administration.

Gabriella Kokai has been working in shared services for more than 10 years. I built my career from being a call center agent to director level through various roles, such as implementation trainer, project manager and operations manager. My main focus area is Human Relations, but I also have experience working within Finance and Supply Chain.

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Hungary

Zsolt Szmolinka, Head of Service Delivery Europe

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CEE Shared Services and Outsourcing Directory Manager’s Profile

with the MVM Group being one of its largest Clients”.

Zsuzsanna Gombkötő CEO MVM CONTO Financial and Accounting Service Centre Ltd. (Hungary) Parent Company: MVM Hungarian Electricity Ltd., Budapest, Hungary

Hungary

Please provide a few comments about what your company.

The main function of MVM CONTO Financial and Accounting Service Centre Ltd., a subsidiary owned 100% by MVM Ltd., is to provide financial, accounting and HR administration services for the companies of the MVM Group, which we have done since 2007.

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

MVM CONTO Ltd. has developed constantly during the last two-three years.

It has assisted the introduction of a new version of a single, transparent, modern enterprise resource planning system, covering the entire corporate group.

SAP 6.0 has started live operation in 2013, in order to improve the transparency of processes and to optimise costs.

In the same year, in an effort coordinated

by MVM CONTO, the corporate group introduced the unified management of invoices issued by vendors in the SAP VIM (Vendor Invoice Management) system. In 2015 the first workflow system of the HR service field has been intro-

duced, which improved the security of data flow between the Service Centre and its clients, also ensuring that the data supplies of the clients are logged, can be retrieved and checked rapidly.

Six months ago we launched a new service package under the summary name “Creating transfer pricing documentation”. This means the creation of a new service package, which (based on demand) can include the survey of the contracts, the creation of transfer pricing documentation, as well as targeted database research.

For the 2016-2020 period, MVM CONTO Ltd. established a strategy which transforms the Service Centre, in order to become suitable for providing an extended range of services, providing a higher added value, to a wider range of clients, thus implementing the vision of MVM KONTÓ:“2020 Professional SSC,

SSC Mylan European GBS Center

Nokia Networks

Global HQ: USA Year started: 2015 Number of employees: 75 Services offered: SSC for this large generics and specialist pharmaceutical firm: F&A, HR Contact: Gabriella Kokai, Director, European HR Shared Services at Mylan

tel.: +36-20-9777-797 Year started: 2006 Number of employees: 160 Services offered: Technology centre in Budapest

SSC Nalco Hungary BSSC (Ecolab)

60

Employee Issues.

The Company has a headcount of 150, which has not changed significantly in the past two years. A significant change is expected in 2016, when the headcount is expected to increase by 175. In the following year, 2017, we reckon with an additional staff of 70, thus our headcount will reach 395 in 2018.’

tel.: + 36-1-880-5610; +36 1 880 5601 Year started: 2006 Number of employees: 250 Services offered: BSSC is a Centre of Excellence for Order to Cash and Procure to Pay services for Ecolab Contact: Gabor Masat, Director, SSC

NXP Global HQ: Netherlands tel.: +36 1 382 1900 Year started: 2005 Number of employees: 110 Services offered: customer service, supply chain management

Pactera Development Center Year started: 2014 Services offered: BPO/ITO: IT services, R&D services, and BPO services. Its IT services include consulting and packaged software services (CPS services), and application development, testing

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Biggest positive surprises (and biggest negative surprises) about setting up or operating SSC centre in CEE. The price/value ratio is high in Hungary, considering that fact that European values and work ethics are present at an appropriate cost level. In Hungary currently the rapid changes of regulations and the laws on local taxation pose a major challenge.

As Controlling Director at the Wallis Group, Zsuzsa Gombkötő directed the involvement of 160 companies in a controlling system and performed the duties of Business Director and Managing Director at certain Wallis subsidiaries, such as Business Director of the solar cell factory Dunasolar and Managing Director of the IT company Navigátor. She worked on real estate projects like the Corvin promenade as Business Director of the Futureal Group for two years. She joined MVM Group in November 2007 to direct the accounting functions. She has been performing the CEO’s duties at MVM CONTO Ltd. since December 2010.

Contacts: zsgombkoto@mvm-konto.hu

and maintenance services for custom applications (ADM services).

Contact: Antonio Montomoli, GM

Photel Zrt. tel.: 36305632322, 3614535300 Year started: 2006 Number of employees: 200 Services offered: Customer Support/Call Centre/ Telemarketing Contact: Zsolt Lakatos, CEO

Process Solutions Global HQ: Hungary tel.: +361-451-7100 Year started: 2002 Number of employees: 250+ Services offered: payroll, accounting, business administration Contact:

2016

CEE Shared Services and Outsourcing Directory

SSC Roche SSC Budapest Global HQ: Switzerland tel.: 36 1 461 8900 Year started: 2006 Number of employees: 352 Services offered: SSC: Finance, HR

SSC SAP Global Support Center Year started: 2005 Number of employees: 550+ Services offered: SSC: supporting services mainly to European SAP clients and SAP division and daughter companies.

Sapa Shared Services tel.: +36 1 287 8109 Contact: Tamás Szabó, Global Business & Financial Controller

Sykes Hungary tel.: 36 1 382 1000 Year started: 1999 Number of employees: 300+ Services offered: BPO: F&A, Call-centre.

Systemax Business Services Global HQ: USA Year started: 2013 Number of employees: 400

Services offered: IT, HR, marketing, finance, sales Contact: Tamas Tiborcz, Systemax Finance Operations Director

SSC T-Systems Global HQ: Germany tel.: +361-452-1400, :+36 1 470 6400 Year started: 2005 Services offered: SSC: F&A. Owned by Magyar Telekom.

Contact: Tibor Rékasi , CEO

Tata Consultancy Services Global HQ: India Year started: 2001 Number of employees: 1300+ Services offered: BPO: Data analytics, logistics/supply chain, customer support, F&A Contact: Prabal Datta, General Manager and Delivery Center Head

Transcom tel.: 36 1 336 5000 Year started: 2004 Number of employees: 350+ Services offered: BPO: customer support, call center.

In addition to the Operations area, Budapest is also one of Transcom’s global IT Support centers.

Contact:

Gordon Camenzuli, Operations Manager

UCMS Group tel.: +36-20-77-55-888 Year started: 1995 Number of employees: 101 Services offered: BPO: Accounting, Payroll, HR Contact: Kakuk Bela , CEO

SSC UNHCR tel.: 36 1 336 3060 Year started: 2008 Number of employees: 250 Services offered: SSC: F&A, supply management. The center in Budapest operates as the most important administration unit of UNHCR in Europe and provides financial and accounting, payroll, HR, logistics and communication services to the organization.

UNICEF Global SSC Year started: 2015 Number of employees: planned 300 Services offered: The Global Shared Services Centre will serve the entire organization, employing over 300 staff and operating in multiple languages. It will deliver a range of administrative services to all UNICEF offices, including payments and invoice processing, payroll, some human resources functions, and the Information Technology helpdesk.

Hungary

Andras Szalai

61 2016

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CEE Shared Services and Outsourcing Directory Contact: Mark Beatty, Global Director

Unisys Global Services tel.: 361-801-0300 Year started: 2006 Number of employees: 700+ Services offered: ITO: provides outsourcing services, system integration and consulting services, infrastructure services, maintenance services and high-end server technology.

Contact: Peter Paal, General Manager

Viacom International Hungary Kft. Year started: 2010 Number of employees: 10

Hungary

SSC Vodafone Shared Services B-pest Global HQ: UK tel.: 361-882-1000 Year started: 2014 Number of employees: 1500+ Services offered: SSC: provides finance, accounting, payroll, procurement, helpdesk, technical support IT and HR services to the European subsidiaries of Vodafone Group.

Contact: Dénes Láng, Head of Shared Services, Vodafone Hungary

Budaors TetraPark Global HQ: Sweden Year started: 2012

Debrecen

Nyiregyhaza SSC Lego Global HQ: Denmark Number of employees: 50+ Services offered: SSC: IT services

SSC Raiffeisen Bank Global HQ: Austria Number of employees: 115 Services offered: SSC: F&A, Customer Support, IT

Székesfehérvár Alcoa Global Business Services (GBS) Global HQ: USA Number of employees: 250 Services offered: Captive: Procurement, F&A. GBS covers European and some North-American Financial and Administrative issues as well, while the Central Support Services provide the conditions of operation.

Contact: Graeme Bottger, EVP and President of Global Business Services

Emerson Process Management tel.: 36 22 543 600 Year started: 2010 Number of employees: 50 Services offered: European Sales Center; process automation technologies,

British Telecom

SSC Harman

tel.: +36-8-0201-396 Year started: 2007 Number of employees: 350 Services offered: Regional Center of Excellence

Year started: 2010 Services offered: SSC: F&A

Concentrix Services offered: BPO: Outsourcing contact center

SSC Flowserve Hungary Services Global HQ: USA Year started: 2016 Services offered: Plans to open SSC in 2016: F&A in 10 languages.

Contact: Rory Carrick, Managing Director

Merlin Global HQ: UK Number of employees: 80 Services offered: IT Services, Customer Support,BPO

62

Year started: 2006 Number of employees: 120 Services offered: SSC: F&A Contact: Alex Davern, CFO, EVP, National Instruments

SSC Visteon tel.: 36 22 530 300 Year started: 2005 Number of employees: 223 Services offered: SSC: F&A, Logistics/Supply Chain, Customer Support. Provides centralized support to the European subsidiaries of Visteon.

SSC BT Global Services Global HQ: UK tel.: +36 1 7770600 Year started: 2001 Number of employees: 1150 Services offered: SSC + CoE: F&A, IT Services, HR, Data Analytics, Customer support Contact: Fabrice Duquesne, General Manager

SSC National Instruments tel.: +36 52 515 400

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2016

CEE Shared Services and Outsourcing Directory

Czech Republic Prague

Ota Kulhánek, SSC Head

SSC AB InBev Business Centre

ADP Employer Services

SSC Atlas Copco

Global HQ: Belgium tel.: 4202-7207-8763 Year started: 2006 Number of employees: 300 Services offered: SSC: Sales and transactional support for operations across Europe. Performs select activities within Export, Finance and Procurement functions.

Global HQ: USA tel.: +420 257 107 511 Year started: 2005 Number of employees: 650 Services offered: BPO: HR and employer services.

Additional office in Plzen.

Global HQ: Sweden tel.: :+420 225 434 000 Year started: 2006 Number of employees: 75 Services offered: SSC: F&A, IT, projects, purchasing Contact: Jan Krejčí, Business Line Manager - CEE

Services offered: BPO:

Amazon Logistics Prague

AXA Assistance

Contact: Pavel Ondroušek, Operations Manager

Global HQ: USA tel.: 420221984545 Number of employees: 1700 Services offered: BPO: F&A, purchasing, customer support, HR, etc.

Contact:

Global HQ: France tel.: 420272099990 Year started: 1999 Number of employees: 160 Services offered: Call Center

Ariba Czech s.r.o.

Global HQ: USA tel.: 420225372600 Year started: 2004 Number of employees: 200

Česká Lípa Johnson Controls

Kutna Hora Foxconn

Pardubice Foxconn NonStop s.r.o

Olomouc

Česká Lípa

ExlService (Schneider Logistics) Salmon Software Schneider Logistics

[39]

Population: 10,541

Czech Republic

Accenture Services s.r.o.

Kutná Hora

PRAHA Plzeň

[1,238]

[21]

Chrudim

Pardubice [91]

[23]

[171]

Ostrava

Olomouc

[316]

[102]

Rožnov pod Radhoštěm Otrokovice

Okříšky

Pilsen

Brno

[18]

[404]

Sony DADC Czech Republic – European Service Centre

Rožnov pod Radhoštěm

AB InBev Business Centre Accenture Services s.r.o.

ADP Employer Services Amazon Logistics Prague Ariba Czech s.r.o.

Atlas Copco AXA Assistance Barclays BlueLink International Bodycote SSC CA Technologies - Prague Technology Center CDK Global CEZ Group

ON Semiconductor

Okříšky

Prague

Otrokovice

MANN+HUMMEL Clearstream Operations Prague s.r.o. (Deutsche Borse) Cleverlance Covidien AG, organizacni slozka CSC DHL IT Services eBay Edwards Lifesciences Expedia ExxonMobil Business Support Centre Czechia HCL Technologies Honeywell International (SSC)

Icon Communication Center Infosys BPO International SOS Assistance Interoute Czech s.r.o.

Jarden BSG Johnson & Johnson Global Business Services Lukoil Accounting & Finance Europe Medtronic Monster MSD IT Global Innovation Center Novell Oracle

Panalpina Czech Pfizer Global Financial Solutions centre Process Solutions Regus EMEA Financial Services Center RR Donnelley SAP Business Services Centre Europe s.r.o Siemens s.r.o.

SITA Global Services TESCO Service Center Transcom Worldwide Unicredit Group

LAPP KABEL s.r.o.

Brno ACER Dixons Retail SSC Edwards Group - Finance Shared Services Gardner Denver Honeywell Technology Solutions

IBM Global Services Delivery Centre IMI Precision Engineering Infosys BPO s.r.o.

Lufthansa InTouch Group Telesales

Mediclinic a.s.

Monster Motorola Solutions CZ PPG Industries Czech Republic, s.r.o.

Software AG

Population figures in thousands

2016

www.ceeOutsourcingAwards.com

63

CEE Shared Services and Outsourcing Directory Barclays tel.: 420261097800 Services offered: Financial and accounting services in European languages

BlueLink International Global HQ: France tel.: 420296341311 Year started: 2003 Number of employees: 500 Services offered: Call Center Contact: Simona Benešová, Site Manager

SSC Bodycote SSC Global HQ: UK tel.: 420-2-2888-1328 Year started: 2012 Number of employees: 65 Services offered: SSC: F&A Contact: Bernd Boketta, Head of SSC, Prague

Czech Republic

SSC CA Technologies - Prague Technology Center Global HQ: USA tel.: :+420 226 205 800 Year started: 2005 Services offered: SSC Hybrid: F&A, IT, Customer support, and Inside Sales. PTC has become one of CA\'s key offices in EMEA.

SSC CDK Global Services offered: SSC: IT services

SSC CEZ Group Global HQ: Czech Number of employees: 300+ Services offered: SSC for this large Czech energy group Contact: Petr Podlipný , Director

SSC Clearstream Operations Prague s.r.o. (Deutsche Borse) Global HQ: Germany tel.: 420296429111 Year started: 2008 Number of employees: 185 Services offered: SSC: F&A Contact: Borries Armin, General Manager

Cleverlance tel.: 420266177166 Services offered: BPO Contact: Drotarova Zuzana, Project Manager

Covidien AG, organizacni slozka

64

tel.: 420236073100 Number of employees: 150

Services offered: Fin. operations, account. and other strategic services for the company network in EMEA.

SSC CSC Global HQ: USA tel.: +420.234.707.211 Year started: 2006 Number of employees: 800 Services offered: SSC: F&A, IT, CCC. EMEA regional coverage Contact: Tony Ramsden, Location Operations Manager Prague and Erfurt Service Desk at CSC

SSC DHL IT Services tel.: 420 288 800 000 Year started: 2004 Number of employees: 1300 Services offered: SSC for IT operations. Belongs to the Global Business Services division of DP DHL which bundles all common and non-business-specific services and provides them at cost and at world-class service levels to the entire DP DHL group.

Operates a state-of-the-art data center housing hundreds of servers.

SSC eBay Year started: 2008 Number of employees: 45 Services offered: SSC: Analysis and marketing

SSC Edwards Lifesciences Global HQ: USA Services offered: SSC: F&A Contact: Petr Vašek, Finance Director, EMEA

SSC Expedia Global HQ: USA tel.: 420226256800 Year started: 2014 Number of employees: 200 Services offered: SSC: F&A, CSC

SSC ExxonMobil Business Support Centre Czechia Global HQ: USA tel.: 420221457000, +420 221457041 Year started: 2003 Number of employees: 1200 Services offered: SSC: Customer services, procurement, credit, accounts payables

HCL Technologies Global HQ: India Year started: 2015 Number of employees: 130 Services offered: BPO (IT)

SSC Honeywell International (SSC) Global HQ: USA

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tel.: 420242442111 Number of employees: 500 Services offered: SSC: F&A, R&D, Supply Chain management, customer support

Icon Communication Center Global HQ: UK tel.: 420221709201 Number of employees: 300 Services offered: BPO (CCC). Also offices in Olomouc and Brno Contact: Helen Hickin, Managing Director

Infosys BPO Services offered: BPO Contact: Petra Ševčíková, Operations manager

SSC International SOS Assistance Global HQ: UK tel.: 420222111111 Year started: 2009 Number of employees: 100 Services offered: SSC: F&A

SSC Interoute Czech s.r.o.

Global HQ: UK tel.: 420225353111 Year started: 2005 Number of employees: 300 Services offered: SSC: Call center/Customer support for European languages.

SSC Jarden BSG Global HQ: USA tel.: +420 284814250 Year started: 2015 Number of employees: 100+ Services offered: SSC: F&A. Services nearly 30 different Jarden affiliates operating in more than 20 countries in EMEA. Core scope is related to transactional back-office activities in A/P, A/R, GL, Treasury and Customer Service areas.

Contact: Daniela Pavova, SSC Manager

Johnson & Johnson Global Business Services Global HQ: USA tel.: 420227012111 Number of employees: 300+ Services offered: GFS EMEA is one of 5 Johnson & Johnson Global Financial Services organizations supporting the major financial processes of Johnson & Johnson EMEA Operating Companies. Processes include: P2P, A/P (N.America), AtR (Reporting, VAT, FA,Inv) as well as Invoice to Cash for the MD&D EMEA business. Also have Vision Care Accounts Payables, Invoice to Cash and Bank / Intercompany back in house from an outsourcing partner.

2016

CEE Shared Services and Outsourcing Directory

SSC Lukoil Accounting & Finance Europe Global HQ: Russia tel.: 420-257-414-444 Services offered: SSC: F&A. Lukoil relocated this SSC from Finland to Prague.

Contact: Petr Pruner, Director of Operations

Medtronic tel.: 420236073100 Services offered: BPO Contact: Marketa Kolačkovská, Learning &Development Manager, Customer Care & Supply Chain

SSC Monster Global HQ: USA tel.: 420234775000 Year started: 2004, 2008 Number of employees: 400 Services offered: SSC: F&A Contact: Jiri Klimas, Vice President, EU Finance and Accounting

MSD IT Global Innovation Center Global HQ: USA tel.: 420277026000 Number of employees: 100+ Services offered: Center mostly employs IT specialists; plans to hire another 100. Total investment exceeds 30 million USD. Contact: John Westby, AVP, IT Global Innovation Center

Novell Services offered: BPO/IT services Contact: Maros Mihalič, Country Manager

SSC Oracle Global HQ: USA tel.: 420221438150 Year started: 2006 Number of employees: 700 Services offered: SSC: F&A Contact: Zuzana Stihlova, Head of Marketing

SSC Panalpina Czech Global HQ: Germany tel.: :+420 235 031 111 Year started: 2013 Number of employees: 160 Services offered: SSC: F&A Contact: Jan Beck, Country Head of Finance

2016

SSC Pfizer Global Financial Solutions centre Global HQ: USA tel.: 420283004111 Year started: 2015 Number of employees: 150 Services offered: SSC: F&A. The new centre currently supports the Russian market and 9 Central and Eastern European markets.

Contact: Mark McWalter, GFS Executive Manager

Process Solutions tel.: 420222740000 Services offered: BPO: F&A Contact: Tomas Frkal, Country Manager, Czech

SSC Regus EMEA Financial Services Center tel.: 420222191100 Year started: 2008 Number of employees: 215 Services offered: SSC: F&A, HR

SSC TESCO Service Center Global HQ: UK tel.: 420272087111 Year started: 1999 Number of employees: 250+ Services offered: SSC: F&A, IT Services

Transcom Worldwide tel.: 420 221507811 Year started: 2006 Number of employees: 100 Services offered: Call Centre Contact: Zbyněk Kadidlo, General Manager, Czech and Slovakia

SSC Unicredit Group Global HQ: Italy tel.: 420221112111 Year started: 2005 Number of employees: 260 Services offered: SSC: Transaction services

Brno

RR Donnelley

ACER

tel.: +420-257-409-011 Contact: Soňa Houtová, HR Manager

Global HQ: ROC Taiwan tel.: 420531027777 Year started: 2005 Number of employees: 100 Services offered: Call Centre: Service and support

SSC SAP Business Services Centre Europe s.r.o Global HQ: USA tel.: 420257118111 Year started: 2005 Number of employees: 750 Services offered: SSC: F&A Contact: Andrea Hepnerova, Global Head of Data Management, HR at SAP & MD of SAP Business Services

SSC Siemens s.r.o.

Global HQ: Germany tel.: 420 734265646 Year started: 2003 Number of employees: 1200 Services offered: SSC: F&A, HR or Payroll, Logistics/ Supply Chain, Customer Support/Call Centre/ Telemarketing Contact: Adam Kiwalski, Head Business Shared Services

Dixons Retail SSC tel.: 420724173085, 420543123142 Year started: 2007 Number of employees: 520 Services offered: F&A, IT Services/Software Development, HR or Payroll, Data Analytics/ Management, Logistics/Supply Chain, Customer Support/Call Centre/Telemarketing Contact: Petter Frisell, GM

Czech Republic

Contact: Petr Jelinek, Director GFS EMEA at Johnson & Johnson

SSC Edwards Group - Finance Shared Services Global HQ: USA tel.: 420776793732 Number of employees: 100 Services offered: SSC: F&A, Call center Contact: Roman Pavloušek, Global Finance SSC Head

SSC Gardner Denver

SSC SITA Global Services Global HQ: Switzerland tel.: 420221180111 Year started: 2006 Number of employees: 2000 Services offered: SSC: F&A, IT, CC Gustavo Romero Contact: Gustavo Romero, Director of Service Operations

Global HQ: USA tel.: 420548211685, +420 725336417 Year started: 2011 Services offered: SSC: F&A Contact: Jan Pokorný, Director SSC

Honeywell Technology Solutions Services offered: R&D center. The largest research and innovation centre in Central Europe, working

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65

CEE Shared Services and Outsourcing Directory Services offered: SSC: IT and F&A. In Germany, IDS Scheer is among the top 10 IT service providers.

SSC TESCO Service Center Global HQ: UK tel.: 420272087111 Year started: 1999 Number of employees: 250+ Services offered: SSC: F&A, IT Services

Ceska Lipa SSC Johnson Controls tel.: +420 567 322 883-5 Number of employees: 90 Services offered: SSC: F&A, HR, IT services in European languages

Kutna Hora on Aircraft Technologies and Automotive Systems

Czech Republic

IBM Global Services Delivery Centre tel.: 420272131111 Year started: 2001 Number of employees: 3700 Services offered: BPO: F&A, ITO, Contact: Vladislav Doktor, Corporate Communications

SSC IMI Precision Engineering tel.: 420532278111 Number of employees: 30 Services offered: SSC: F&A Contact: Vlasta Svitakova, HR Manager Eastern Europe

Infosys BPO s.r.o.

Global HQ: India tel.: +420 542 212406 Year started: 2004 Number of employees: 450 Services offered: BPO: Sales Order Management, F&A, Insurance Services, Banking Contact: Jan Skoták, Infosys BPO Regional Center Head

Lufthansa InTouch Group Telesales

66

tel.: 420515503160, 420515503100 Year started: 2005 Number of employees: 300 Services offered: BPO: Customer Support/Call Centre/ Telemarketing. Lufthansa InTouch is a worldwide network of Lufthansa Service Centers with headquarters in Berlin. We assist Lufthansa customers, along with the customers of other companies within the Lufthansa Group Contact: Roman Tesar, MD

SSC Mediclinic a.s. tel.: 420549121548 Year started: 2008 Number of employees: 360 Services offered: SSC:F&A Contact: Ondrej Merta, Marketing manager

SSC Monster Global HQ: USA tel.: 420234775000 Year started: 2004, 2008 Number of employees: 400 Services offered: SSC: F&A Contact: Jiri Klimas, Vice President, EU Finance and Accounting

SSC Motorola Solutions CZ Global HQ: USA tel.: +420 5 3333 6000 Year started: 2003 Number of employees: 260 Services offered: SSC: F&A, CCC, repair centre Contact: Petr Spinar, Country Manager, Czech Republic

SSC PPG Industries Czech Republic, s.r.o.

Global HQ: USA tel.: 420371791081, :+420 543 552 111 Year started: 2005 Number of employees: 300 Services offered: SSC: F&A Contact: Eva Drgacova, HR

SSC Software AG Global HQ: Germany tel.: 420543524666 Number of employees: 30

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SSC Foxconn tel.: 420466057200 Year started: 2006 Number of employees: 60 Services offered: SSC: F&A Contact: Jitka Kratochvílová , HR Director EMEA

Okříšky SSC MANN+HUMMEL Service s. r. o. tel.: 420568898135, 420568898181 Year started: 2007 Number of employees: 280 Services offered: SSC: F&A, IT Services/Software Development, HR or Payroll, Data Analytics/ Management, R&D, Pension/Investment fund Accounting/Admin. The MANN+HUMMEL Shared Service Centre provides services for the other branches of the MANN+HUMMEL Group.

Contact: Richard Auer, Managing Director & Vice President

Olomouc SSC ExlService (Schneider Logistics) tel.: 420585577111 Number of employees: 173 Services offered: SSC (fin/acc/CCC)

Salmon Software tel.: 420775995661 Contact: Gary Thomas, Managing Director

Schneider Logistics tel.: 420281088111 Number of employees: 230 Services offered: Financial and accounting services

2016

CEE Shared Services and Outsourcing Directory

CGI IT Czech Year started: 2015 Services offered: BPO: IT services

ComData Global HQ: Italy Year started: 2012 Number of employees: 900+ Services offered: Call centre, especially focused on telecom sector, in particular for Vodafone Czech

GE Money Global HQ: USA Year started: 2006 Number of employees: 750 Services offered: Call center

OKIN Business Process Services Global HQ: Czech tel.: 420724614658 Number of employees: 1500 Services offered: BPO: Order processing and management, Invoicing, Technical support and supervision, Customer support, Customer Support Centre Contact: Martina Němcová, Director of Operations

Contact: Jitka Kratochvílová , HR Director EMEA

NonStop s.r.o tel.: 420466266720 Number of employees: 40 Services offered: BPO: Recruitment and training Contact: Kevin Smith , Founder

Pilsen SSC Sony DADC Czech Republic European Service Centre Global HQ: Japan tel.: 420-377-169-240 Services offered: SSC: F&A, procurement, call centre

Roznov p/Radhostem SSC ON Semiconductor tel.: 420571753111 Number of employees: 94 Services offered: SSC (F&A, supply mng, logistics, HR) and Design center ( Computing, Consumer, Power Supply, LED Lighting, Portable)

Czech Republic

Ostrava

Stora Enso Wood Products Global HQ: Finland Number of employees: 120+ Services offered: ITO: IT services and software development

Tieto Global HQ: Finland tel.: 420597159900 Year started: 2004 Number of employees: 2000 Services offered: BPO: IT development and customer support Contact: Petr Lukasik, VP, MD Tieto Czech

Otrokovice SSC LAPP KABEL s.r.o.

Global HQ: Germany tel.: 420573501000, 420 573 501 011 Number of employees: 55 Services offered: SSC: F&A. Lapp Systems GmbH is owned by the Lapp Group specialising in customised cable and line system assemblies.

Pardubice SSC Foxconn tel.: 420466057200 Year started: 2006 Number of employees: 60 Services offered: SSC: F&A

2016

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CEE Shared Services and Outsourcing Directory

Slovakia Bratislava

The company is the world’s leading provider of specialist load control services to airlines.

Contact: Nick Yeadon, Managing Director, Air Dispatch CLC

Accenture Services Global HQ: UK tel.: 421-2-59290290 Year started: 1992 Number of employees: 600 Services offered: Technical Support & Centre for Technology Solutions Contact: Peter Škodný, Country Managing Director

SSC Allianz Business Services Global HQ: Germany tel.: +421 2 6929 4442 Year started: 2006 Number of employees: 168 Services offered: SSC for Finance, IT Contact: Sven Rossbach

SSC Achilles Information Slovakia Global HQ: UK tel.: +421-2-54640770 Number of employees: 40+ Services offered: SSC Contact: Lucya Kovacikova, site manager

Slovakia

Global HQ: UK Services offered: Air Dispatch CLC opened a centralised load control (CLC) centre in January 2016.

Global HQ: USA tel.: 421-2-32324012 Year started: 2011 Number of employees: 483 Services offered: Technical Helpdesk & Service Support Contact: Amanda King

Považská Bystrica

Global HQ: USA tel.: 421-2-69257211 Year started: 1999 Number of employees: 2716 Services offered: CC for Sales, Technical Support, Customer Service, SSC for Finance, Accounting, Billing Contact: Gabriel Galgoci

Austrian Airlines SSC

Amazon

Air Dispatch

SSC AT&T Global Network Services Slovakia

Global HQ: Austria tel.: 421-2-49402100 Contact: Peter Polak, Country Manager

SSC BASF Global HQ: Germany tel.: 421-2-58266111 Year started: 1993 Number of employees: 50 Services offered: SSC for Accounting, IT, HR Contact:

Zilina

Danfoss Power Solutions a.s.

Schaeffler Slovensko

Trnava Peikko Business Shared Services ZF

Piešťany ON Semiconductor

Population: 5,421

Žilina [81]

Považská Bystrica

Senica Maccaferi Central Europe

[42]

Nové Mesto nad Váhom Banská Bystrica [21] [79] Piešťany Gemerska Horka

Senica [20]

Trnava

[30]

[433]

Gemerska Horka

Nitra

SCA Hygiene Products Slovakia

[90]

Banská Bystrica O2 Telefonica Orange Business Services

Nové Zámky

Nitra

[42]

Nové Zámky Osram

Bratislava

68

Accenture Services Achilles Information Slovakia Air Dispatch Allianz Business Services Amazon AT&T Global Network Services Slovakia Austrian Airlines SSC

[233]

[1.3]

[66]

BRATISLAVA

Košice

BASF DELL European Business Centre Deutsche Telekom SSC DuPont Slovakia (Danisco Slovakia) Emerson Network Power Faurecia Slovakia SSC First Data Geodis Calberson Slovensko

Global Blue Henkel Hewlett-Packard Slovakia IBM (ISC) ING Global Services and Operations, Bratislava Johnson Controls International Bratislava

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AT&T Global Network Services Slovakia Embraco Holcim Business Services T-Systems Slovakia

INS Data InsData Osram

KONE LENOVO European Global Supply Chain Centre Mondelez European Business Services Centre O2 Business Services Orange Business Services PWC Shared Services Centre

Kosice

Quintiles Slovakia Siemens PSE s.r.o., Slovakia Sutherland Global Services SwissRe Business Services WMD CEE s.r.o.

Yanfeng Automotive Interiors Zurich Insurance Company SSC

Population figures in thousands

2016

CEE Shared Services and Outsourcing Directory SSC Mondelez European Business Services Centre

Edita Hippova, Managing Director

Christian Schulz , Head of SSC

DELL European Business Centre

Hewlett-Packard Slovakia

Global HQ: USA tel.: 421-2-57508040 Year started: 2001 Number of employees: 1856 Services offered: Finance, Accounting, Marketing, Sales, Technical Support, Customer Service Contact: Silvia Jelenikova, Co-Site Lead of Dell GBC & HR Director CEE Region

Global HQ: USA tel.: 421-2-57525111 Year started: 2000 Number of employees: 1800 Services offered: Hardware B2B Support, Application Management Contact: Martin Sura

Global HQ: Germany tel.: 421-2-55640130 Year started: 2009 Number of employees: 361 Services offered: SSC: Telecom Support Contact: Sven Erdmann, General Director

DuPont Slovakia (Danisco Slovakia) tel.: 421-2 32252200 Number of employees: 103

Emerson Network Power Global HQ: USA Year started: 2004 Number of employees: 130 Services offered: Technical Helpdesk

Faurecia Slovakia SSC Global HQ: France tel.: 421-2-68286469 Contact: Daniel Placek , Country Manaager

First Data Global HQ: USA Year started: 1994 Number of employees: 452 Services offered: IT Services

Geodis Calberson Slovensko Global HQ: France tel.: +421 2 4025 5111 Number of employees: 75 Contact: Nicolas Mialon, General Manager

Global Blue Global HQ: Switzerland tel.: 421232222514 Number of employees: 200

SSC Henkel Global HQ: Germany tel.: 421-2-50246111 Year started: 1991 Number of employees: 1300 Services offered: SSC for Accounting Contact:

2016

O2 Business Services

IBM (ISC) Global HQ: USA tel.: 421-2-49541111 Year started: 1992 Number of employees: 4108 Services offered: Accounting, Financing, B2B Support, Customer Service Contact: Branislav Sebo, CGM IBM Czech republic, Central EBU Leader

ING Global Services and Operations, Bratislava Global HQ: Netherlands tel.: 421-2-59346498 Contact: Gyorgy Orlov, General Manager

Global HQ: Spain tel.: 421 2 2211 2212, 421 2 2211 2211 Services offered: Telecoms

Orange Business Services Global HQ: France tel.: 421-2-38190684 Year started: 1996 Number of employees: 280 Services offered: Customer Service Call Centre Contact: Dana Prekopova, Head Customer Services and Operations Europe

SSC PWC Shared Services Centre

SSC Johnson Controls International Bratislava Global HQ: USA tel.: 421-2-57271111 Year started: 2004 Number of employees: 1700 Services offered: SSC: Finance, Accounting, HR, IT, Sales Contact: Kristina Drobcova, Global Director Procurement Finance

SSC KONE Global HQ: Finland tel.: 421-2-59221010 Year started: 2004 Number of employees: 400 Services offered: SSC: Accounting, Finance Contact: Poelmans Jean Marc, VP Shared Services

LENOVO European Global Supply Chain Centre Global HQ: China tel.: 421-2-68688001 Year started: 2005 Number of employees: 600 Services offered: Customer, Technical Assistance Centre Contact: Breffni O\'Donovan, Lenovo Bratislava Site Leader and Executive Director of EMEA Customer Fulfillment

Global HQ: UK tel.: 421904941500 Number of employees: 75 Services offered: SSC/Captive for PWC Contact: Adriana Jonasova, SSC Head

Slovakia

SSC Deutsche Telekom SSC

Global HQ: USA tel.: 421-2-49401104 Year started: 2004 Number of employees: 600 Services offered: SSC: Accounting, Financial Services Contact: Victor Susman, Global Operations Leader Employee and Finance Services

Quintiles Slovakia Global HQ: USA tel.: +421 2 68 201 611 Services offered: providing expert clinical services and innovative solutions for pharmaceutical companies, Our office houses highly trained clinical monitors.

Siemens PSE s.r.o., Slovakia Global HQ: Germany tel.: 421-2-59704701 Year started: 1993 Number of employees: 1058 Services offered: IT Solutions, Technical Support Contact: Miroslav UrĂ­Ä?ek, CEO

Sutherland Global Services Global HQ: USA Services offered: Sutherland Slovakia began operations in 2014 and is a global provider of business process and technology management services.

We are one of the largest, independent BPO companies in the world.

SSC SwissRe Business Services Global HQ: Switzerland tel.: +421 2 5831 5400 Year started: 2006

www.ceeOutsourcingAwards.com

69

Slovakia

CEE Shared Services and Outsourcing Directory

Number of employees: 700 Services offered: SSC: Finance, IT Contact: Peter Hämmerli, Head Global Services Delivery at Swiss Re

WMD CEE s.r.o.

Global HQ: Germany tel.: +421 2 37700940 Year started: 2016 Services offered: coordination of WMD sales activities and offer support in projects in the area Contact: Sven Rossbach, Managing Director

SSC Yanfeng Automotive Interiors Global HQ: China tel.: 421248298111 Number of employees: 70 Services offered: SSC: F&A. On July 2, 2015 the Interiors product group of Johnson Controls’ Automotive Experience business unit became part of the joint venture company Yanfeng Automotive Interiors

Zurich Insurance Company SSC

70

Global HQ: Switzerland Number of employees: 53 Services offered: Zurich Captive Slovakian branch supports functional service delivery leaders to support delivery of compliant Business Operations and local compliance to Zurich Management

Banská Bystrica

Kosice

O2 Telefonica

SSC AT&T Global Network Services Slovakia

Global HQ: Czech tel.: 421-2-62020100 Year started: 2002 Number of employees: 95 Services offered: Customer Service Call centre

Orange Business Services Global HQ: France tel.: 421-2-38190684 Year started: 1996 Number of employees: 280 Services offered: Customer Service Call Centre Contact: Dana Prekopova, Head Customer Services and Operations Europe

Gemerska Horka SCA Hygiene Products Slovakia Global HQ: Sweden tel.: 421 5 87860200 Number of employees: 30 Contact: Vladimír Veselý , Country Manager

www.ceeOutsourcingAwards.com

Global HQ: USA tel.: 421-2-69257211 Year started: 1999 Number of employees: 2716 Services offered: CC for Sales, Technical Support, Customer Service, SSC for Finance, Accounting, Billing Contact: Gabriel Galgoci

Embraco Global HQ: Brazil Number of employees: 100

Holcim Business Services Global HQ: Switzerland tel.: 421911051078 Number of employees: 75 Services offered: supporting Holcim’s CEE cluster with Book to Report (B2R), Order to Cash (O2C) and HR Management (HRM) services.

Contact: Laszlo Mocsy, Head of SSC

T-Systems Slovakia Global HQ: Germany tel.: +421 55/785 35 66 Year started: 2006

2016

CEE Shared Services and Outsourcing Directory Number of employees: 3700 Services offered: Within the Deutsche Telekom group, the Slovak company offers services as an outsourcer, specializing in corporate clientele in Germany, in the European Union and further across the globe.

Contact: Daniel Giebel, Managing Director

Nitra INS Data Global HQ: Austria tel.: 421 3 77760100 Services offered: InsData is a subsidiary of the Austrian insurance concern UNIQA Group Austria. The firm is divided into Software Service (SWS), Cross-Border Service (CBS) and Back Office Service (BOS) Section. The SWS Section develops and maintains software for commercial insurance companies belonging to the UNIQA group.

Contact: Reinhard Böck, executive officer, Head of Cross-Border Service

Number of employees: 55 Services offered: F&A, IT Services/Software Development, R&D Contact: Jaroslav Sedivy, General Manager

Services offered: SSC Contact: Livia Madaraszova, Director, Shared Services

ZF Global HQ: Germany tel.: +421 33 5959 111

Senica Maccaferi Central Europe Global HQ: Italy tel.: +421 2 20 24 00 56 Services offered: The company Maccaferri Central Europe, with headquarters in Slovakia, provides commercial and technical support for the region of Central Europe and the Balkans, and through its subsidiaries for Germany, Scandinavia, Iceland, Poland, Romania, and Hungary.

Contact: Antonio Canfora, Managing Director

Zilina Schaeffler Slovensko Global HQ: Germany tel.: +421 4 14205911 Number of employees: 40

Trnava SSC Peikko Business Shared Services Global HQ: Finland tel.: 421-3-13212133

InsData

Slovakia

Global HQ: Austria tel.: 421-3-77760111 Year started: 1996 Number of employees: 284 Services offered: The firm is divided into Software Service (SWS), Cross-Border Service (CBS) and Back Office Service (BOS) Section.

Osram Global HQ: Germany tel.: 00421 (0)35 / 6464111 Contact: Roman Slobodnik

Nové Zámky Osram Global HQ: Germany tel.: 00421 (0)35 / 6464111 Contact: Roman Slobodnik

Piešťany ON Semiconductor Global HQ: USA Year started: 1998 Number of employees: 65 Services offered: EMEA & AMR Customers Service Centre

Považská Bystrica Danfoss Power Solutions a.s.

71

tel.: 421424301108, 421424301111 Year started: 1995

2016

www.ceeOutsourcingAwards.com

CEE Shared Services and Outsourcing Directory

Romania Bucharest

SSC Bombardier Shared Services Center

ADP Centre of Excellence Year started: 2014 Number of employees: 300+ Services offered: BPO: HR and Payroll. The Bucharest \"center of excellence\" supports clients using ADP\'s human capital management solutions, including access to scalable, highly standardized services Contact: TC Kong, Vice President and General Manager

Atalian Global Services tel.: +36 1 887 3890 Contact: Vincent Vallois, Strategic Development Director - EMEA

tel.: +40 21 403 44 25 Services offered: SSC Contact: Eva Elges, Managing Director

Conectys

SSC Carestream - EAMER Shared Service Center tel.: +402-1539-7100 Number of employees: 120+ Services offered: SSC Contact: Adriana Raducu, office.bucharest@carestream. com

Computer Generated Solutions, Inc. (CGS) tel.: +40-21-527-0000 Services offered: BPO

Romania

Contact: Luiza Grigore, Marketing & PR Manager

tel.: 40312212636, UK +4 480 009 88308; US +1 877 358 9995, EU +32 929 80111 Year started: 2004 Number of employees: projected >700 YE 2017 Services offered: Customer Support/Call Centre/ Telemarketing. Conectys is an outsourcing trailblazer providing international scale to challenger brands and blue-chip companies - 35 languages, 24/7, 5 global locations + Work From Home staff, 10 industry awards.

Contact: Arnold Cobbaert, CEO

SSC DB Global Technology Center Year started: 2014

Suceava

Iasi

[106]

Iași

Population: 19,600

Cluj

[309]

Cluj-Napoca

Bombardier Transportation Shared Services Romania S.R.L. Emerson Genpact Office Depot Service Center S.R.L.

Amazon Development Center Romania Capgemini E.On Servicii Ness Iasi Technology Innovation Center Xerox Services Europe XL World

[325]

Sibiu

Timișoara

[155]

[320]

Timișoara

BUCHAREST

Alcatel Lucent Bosch Communications Center Continental Automotive Wipro Technologies Romania Accenture Ariston Thermo Romania SRL Honeywell Schneider Electric

[1,950]

Bucharest

72

ADP Centre of Excellence Atalian Global Services Bombardier Shared Services Center Carestream - EAMER Shared Service Center Computer Generated Solutions, Inc. (CGS) Conectys

DB Global Technology Center DB Schenker Deutsche Telekom Business Services SRL Ericsson - Global Services Centre Global Remote Services HP GeBOC IBM Global Business Services Kelloggs

Mellon Romania OMV Petrom S.A. - Petrom Solutions OMV Solutions GmbH Oracle Procter & Gamble GBS S&T Romania Societe Generale European Business Services

www.ceeOutsourcingAwards.com

Softvision Stefanini Teleperformance TELUS International UCMS Group Romania Vodafone Shared Services Walter Services Wipro Technologies Romania WNS Global Services

Population figures in thousands

2016

CEE Shared Services and Outsourcing Directory Manager’s Profile

• The mix of high technical skills plus language skills; • Legislation is more and more harmonized with the EU laws, encouraging large investors and international companies, accelerating your start-up and even reducing your implementation costs.

Viorel-Constantin Cucu Regional Facilities Manager for Eastern Europe Misys International Financial Systems (Bucharest-Romania) Parent Company: Misys, with HQ in UK.

Romania

What is Misys doing in Romania?

We provide the broadest, deepest portfolio of financial services software on the market. Our solutions cover retail and corporate banking, lending, treasury, capital markets, investment management and enterprise risk - with more than 2,000 customers across 130 countries.

Explain why your company set up operations in Romania: Misys R&D centers are established in different CEE Europe cities for specific products: in Bucharest, Warsaw, Krakow and Gdynia, Budapest and Miskolc, Moscow, Athens, and Istanbul. In Budapest we are developing Digital Channels, Capital Markets in Bucharest and so on. Poland is also a very important R&D operation, especially in Gdynia office. All these locations are on a positive growth trend due to high availability of various foreign language speakers, high number of college students and graduates, lower costs of employment than in Western Europe and last but not least high-quality of the software produced.

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

Misys has been present in Bucharest since 2006. As the company continues to grow business in Romania, the office premises have steadily expanded from 2,200 square meters (in 2013) to the current level of 6,500 square meters. The continued expansion led to this new real estate transac-

Services offered: SSC: Centre develops advanced technology solutions for several of DB\'s activities.

DB Schenker Global HQ: Romania tel.: +40 31 6303 – 115 Contact: Mateen Memon, GM

SSC Deutsche Telekom Business Services SRL

74

Services offered: SSC Contact: Nikolai Beckers

tion, done in March 2016, for about 8,000 square meters in a modern office building still under construction, with a total lease agreement of 10 years.

The same expansion situations have been encountered in Gdynia and Budapest where expansions are forecasted for the following 2-3 years.

Do you provide external services to unrelated companies?

We do not provide yet external services to unrelated companies for the moment but we do have in Bucharest an SSC for internal HR services and a Service Desk for internal IS. 3 specific bits of advice to other firms considering setting up SSC/BPO operations in CEE: • Multi-language capability of the staff (for example in Bucharest you can find SSC teams with up tp 24 languages spoken);

Ericsson - Global Services Centre Global HQ: Romania tel.: +40 21 4015 152 Contact: Liam Coffey, Head of GSC Romania

Global Remote Services Global HQ: Italy tel.: 40741179233, +40-215.280.482 Year started: 2004 Number of employees: 400 Services offered: Customer Support/Call Centre/ Telemarketing. Broad range of multilingual and

www.ceeOutsourcingAwards.com

What are your personal observations/ opinions about employees skills and capabilities – and how is the benefits landscape changing.

When I joined Misys in 2013, our staff was just a little above 200 persons in Bucharest office. Now we are about 600 persons and continue to grow in the same rate. I do believe that the large professional pool of local talents contributed a lot to this. In Bucharest you can easily find professional qualified technical staff and experienced managers and even highly educated leaders which can make a difference in business. Another factor was the openness of the Board who spotted immediately the other advantages of this location.

Biggest positive surprises about setting up or operating SSC centre: The biggest positive surprise for me is the increasing number of SSCs in Romania and in CEE in general and the overall excellent feedback received about their growing operations. Improvements needed in attracting EU funds in order to create more jobs locally.

More than 19 years experience in Real Estate, Property and Facilities Management in multicultural and international companies (e.g. Philip Morris, British Embassy, Vodafone Romania, Misys). Professional economic studies and Management degree issued by the Romanian-American University and Academy of Economic Studies in Bucharest Romania. Turning 44 in May this year, married over 20 years, proud father of one daughter.

40 0725 234 685, viorel.cucu@misys.com

multi-channel contact centres and back office services delivered to main brands across Europe Contact: Paolo Marcattilj, Director UK / Shareholder

SSC HP GeBOC Year started: 2005 Number of employees: 3000+ Services offered: SSC Contact: Andreea Miha..., Knowledge Manager

SSC IBM Global Business Services tel.: 40214054268

2016

CEE Shared Services and Outsourcing Directory Manager’s Profile

How has your business changed in CEE over the last 2-3 years?

We successfully registered a healthy and sustainable development of our company. The financial and automotive projects had the most significant evolution, an upward trend, which we expect to continue this year.

Bogdan Pelinescu Managing Director Luxoft Professional Romania, Bucharest (Romania) Parent Company: Luxoft, Zug (Switzerland)

Services offered: SSC Contact: Hary Olaru, Romania, CE&Baltic Delivery

Kelloggs Year started: 2015

Mellon Romania tel.: + 4 021 408 88 88

SSC OMV Petrom S.A. - Petrom Solutions Services offered: SSC Contact: Oana Andreea Bucur (Pelea), Process &Commercial

SSC OMV Solutions GmbH tel.: +40 21 866 204 Services offered: SSC Contact: Christian Benda, SSC Manager

SSC Oracle

Employee Issues.

In 2015, we posted a 40% increase in the number of employees. Presently Luxoft Romania has over 1600 employees and continues to grow.

relevant verticals, such as Automotive, Financial and Telecom.

Explain why your company set up operations in Romania: • Nearshore Europe • Low country risks • Attractive cost • Scalable labor pool • Good educational base with high availability of talent

Florin Nastase, Procurement Operation Leader

Edmona Popescu, CEO

TELUS International

S&T Romania tel.: +40 21 208 5800 Contact: Mircea Neagu, Country Manager

SSC Societe Generale European Business Services Number of employees: 150+ Services offered: SSC Contact: Paun Dorina, Director, Transition and Optimisation

tel.: 40743027006, 40741063174 Year started: 2007 in Romania Number of employees: 1,000 locally and 20,000 globally Services offered: IT Services/Software Development, Customer Support/Call Centre/Telemarketing Contact: Gregoire Vigroux, Marketing Director

UCMS Group Romania Services offered: BPO Contact: Eliza Dirnu, Marketing Content Executive

Softvision

Vodafone Shared Services

tel.: 40364401400 Services offered: ITO Contact: George Stan, Director General ...

Year started: 2014

Walter Services

Stefanini

tel.: 40213039639 Services offered: SSC Contact: Sorin Mandrutescu, General manager

Number of employees: 1000+ Services offered: BPO Contact: Andreea Stanescu, Operations Director Europe

SSC Procter & Gamble GBS

Teleperformance

Services offered: SSC, Contact:

tel.: 40214010800 Services offered: BPO Contact:

2016

Bogdan Pelinescu has been the Managing Director of Luxoft Professional Romania since 2011. He has over 14 years of software engineering experience, five of them in senior management roles. Bogdan started his career in 1997 and joined Luxoft in 2008 with the acquisition of ITC Networks. Bogdan holds a Bachelor of Science degree in Computer Science from the Polytechnic University in Bucharest and a PhD in Economics from INCE, Romanian Academy.

Contacts: bpelinescu@luxoft.com, +4021.203.66.07

Romania

Please provide a few sentences about what your company is doing in CEE. Luxoft is a top quality IT service provider of high-end business solutions to clients across the globe,with deep domain expertise in the finance, telecom, energy, automotive, travel and aviation industries. Luxoft Romania team is growing by up to 500 IT specialists per year in order to comply with the strategic directions which supply IT services for the telecom, financial and automotive sectors. Taking over ITC Networks in 2008, Luxoft Romania positions itself as a major delivery center inside the group, designing high end solutions to address complex business needs for our clients in the most

Year started: 2007 Services offered: BPO Contact: Mihai Ilie-Goga, General Manager

Wipro Technologies Romania tel.: +40-312-261-300, +402 131 181 10 Services offered: ABSL Contact: Vivek Bakshi, Head, International Operations (Europe)

www.ceeOutsourcingAwards.com

75

CEE Shared Services and Outsourcing Directory WNS Global Services Services offered: BPO Contact: Akexandra Litu..., Sr.Group Manager

Cluj BOMBARDIER TRANSPORTATION SHARED SERVICES ROMANIA S.R.L. tel.: 40212536720 Number of employees: 2000+ Contact: Eva Elges, Managing Director

SSC EMERSON tel.: +40 (364) 731000 Year started: 2006 Number of employees: 1350 Services offered: SSC Contact: Calin Banciu, General Manager

Genpact

Romania

tel.: 0372.066.066, 0372.066.973 Services offered: BPO Contact: Monica Bristena, Recrutment&Employer Branding

SSC Office Depot Service Center S.R.L. tel.: +40 (0) 364 711 521 Year started: 2007 Number of employees: 515 Services offered: SSC Contact: Giulio Medda, Director Share Service Center Europe

Iasi SSC Amazon Development Center Romania tel.: (4023)2406518 Year started: 2005 Services offered: SSC Contact: Lucian Vornicu, Managing Director Amazon Development Center

Contact: Stefan Rusu, Chief Delivery Officer

Xerox Services Europe tel.: (4021)303-3500 Number of employees: 600+ Services offered: BPO: Xerox is offering document management services, as well as IT operations and business processes externalization for its clients.

Contact: Gabriel Pantelimon, General Manager

XL World tel.: 40232206317 Year started: 2003 Services offered: ITO and software development

Timisoara SSC Alcatel Lucent

Accenture tel.: (4037) 228 - 6000 Services offered: ABSL Contact: Sergiu Borulea, Country Manager

SSC Ariston Thermo Romania SRL Services offered: SSC Contact: Simona Vasilescu, General Manager

SSC Honeywell Services offered: SSC Contact: Mircea Tarta-Arsene, Managing Director,GES Business Leader

SSC Schneider Electric Services offered: SSC Contact: Beatrice Romascanu, Financial Controller

tel.: 40256303100 Services offered: SSC/BPO hybrid Contact: Florin Petolea

SSC Bosch Communications Center tel.: +4025-620-0000 Services offered: SSC Contact: Armen Stepanyan, Process Improvement

SSC Continental Automotive tel.: 40-256-25-15-05 Services offered: SSC Contact: Alina Bratu, Public Relations Officer

Wipro Technologies Romania Services offered: BPO Contact: Vivek Bakshi, General Manager - International Operations (Europe)

Capgemini Year started: 2009 Services offered: BPO

SSC E.On Servicii Services offered: SSC: E.ON Servicii is the Shared Service Company for all E.ON companies in Romania, Contact: Ana-Maria Matei, General Director

76

Ness Iasi Technology Innovation Center tel.: 40372805800

www.ceeOutsourcingAwards.com

2016

CEE Shared Services and Outsourcing Directory

Lithuania Vilnius Adform Global HQ: Denmark Year started: 2006 Number of employees: 444 Services offered: IT - Digital Advertising software

Affecto

Karolis Baltrušaitis, CEO

Global HQ: Finland tel.: 370 5 212 3712 Year started: 1991 Number of employees: 230 Services offered: HR, Supply Chain Management, F&A, Customer Support Contact:

Global HQ: Finland tel.: +370 626 38991 Year started: 2014 Number of employees: 73 Services offered: SSC: F&A, customer suppport

SSC Ahlstrom

Panevezys

Klaipeda

Royal Unibrew Services Barclays Bank Grant Thornton KPMG Lintel (TEO Group/TeliaSonera) Runway BPO

GreenCarrier Omega Technology

Population: 2,898

[20]

Lithuania

Radviliškis Panevėžys

Klaipėda

[98]

[159]

Kaunas

Kaunas [307]

Callcredit Operations, UAB Dematic Limited Festo Intermedix Micro Matic SSC Unicall (Kaunas Communication)

VILNIUS [528]

Vilnius Adform Affecto Ahlstrom AIG Atea Barclays Technology Centre Limited CITCO Vilnius Cognizant Technology Solutions Lithuania

Computer Sciences Corporation (CSC) Cowi CSC Telecom CSD Engineers Danske Global Services Lithuania Danske Group IT Lithuania (DGITL) Euromonitor International

EY HP IBM Lithuania Inwido Support Leinonen Lithuania Lindorff MarkMonitor Matrix Software Baltic Nasdaq Nielsen & Nielsen

OpusCapita Accounting PandaConnect Paroc Oy Ab PWC Revel Systems Rold& Partner SEB Shared Service Center, Lithuania Sinectra Studio Moderna

Swedbank Global Services Teleperformance Thule Operations Center (Skandia) Tieto Transcom Worldwide Western Union, European Regional Operations Center WorldOne

Population figures in thousands

2016

www.ceeOutsourcingAwards.com

77

CEE Shared Services and Outsourcing Directory Manager’s Profile Przemyslaw Siuda VP Ops and General Manager AIG SSC Lithuania Parent Company: AIG, Inc. New York, NY

Lithuania

Background on AIG SSC: Core business support for 14 European countries: UK, France, Spain, Portugal, Germany, Netherlands, Denmark, Sweden, Norway, Finland, Poland, Bulgaria, Greece, Italy. Functional areas: Insurance Policy Administration, Claims Administration, Claims Payments, Claims Recoveries, Global Sourcing and Procurement Services, currently 270 FTEs in Vilnius and 380 FTEs in Sofia.

Explain why your company set up • Availability of Nordic languages in operations in Lithuania: Lithuania.

• Consciously not opting for Tier 1 SSC • Twin-centre operations for BCP purposes countries as their typical labour market features (higher attrition, higher operational cost, competition on a How has your business changed and close-to-saturation job market) have what do you foresee in the next 2-3 been assessed as too high a risk for years?

• For AIG in EMEA this business is only AIGs insurance operations.

2.5 years old so no change noted.

•  Governmental incentives in both Lith- • Growing importance of automation uania and Bulgaria significantly helping foreseen in the next 2-3 years. the business case.

Contact: Daiva Sereikiene, Service Center Manager

AIG Global HQ: USA Contact: Ross McConnell, VP - AIG Global Shared Services

Atea Global HQ: Norway tel.: +370 5 239 78 30 Year started: 2008 Number of employees: 346 Services offered: BPO: Software and IT Services Contact: Valdas Jusius, Deputy Director

SSC Barclays Technology Centre Limited

78

Global HQ: UK tel.: +370-5-251-1532, +370 520 35929 Year started: 2009 Number of employees: 1300 Services offered: SSC: BGOL-LT develops IT systems and infrastructure for Barclays; coordinates large IT projects and programs; solves IT

incidents, ensures security of bank’s IT systems; provides services for Barclays’ employees via call center; develops mobile applications and works on many other IT issues.

Contact: Ilona Jacevic, Head of Vilnius Service Desk

CITCO Vilnius Year started: 2007 Number of employees: 268 Services offered: F&A, Legal Services Contact: Dziuginta Gruodiene, wprowadził sso2016 and Top Management

SSC Cognizant Technology Solutions Lithuania Global HQ: Norway tel.: +370 601 91187 Year started: 2007 Number of employees: 402 Services offered: SSC/BPO: Cognizant took over Storebrand operations in 2015. F&A, IT, other Contact: Jan Cato Holen , General Manager

www.ceeOutsourcingAwards.com

Please provide your personal observations/opinions about employees skills and capabilities – and how is the benefits landscape changing.

Currently 270 FTEs in Vilnius and 380 FTEs in Sofia (Sofia opened in late 2013 with 5 FTEs, Vilnius opened in mid 2014 with 3 FTEs). We are forecasting the trend to be moving towards more automation and process reengineering so that headcount growth is much less pronounced as compared with the previous years in SSC/BPO sector.

Biggest positive surprises (and biggest negative surprises) about setting up or operating SSC centre in CEE: Positives: staff quality and language capabilities in both Lithuania and Bulgaria.

Negatives/Improvements needed: office space market much less mature and agile than in Tier 1 locations.

Przemyslaw Siuda joined AIG in March 2015 as the Site Manager for the Vilnius Shared Service Centre in Lithuania. He is responsible for managing and developing the Service Centre in alignment with the AIG strategy. Przemek has been a shared service and BPO professional since more than ten years, building and expanding service centres. He has held senior management positions at Capgemini and Amway where he helped to develop and implement multi-site, multi-functional strategies for shared services in CEE. przemyslaw.siuda@aig.com; +370 699 19691

Computer Sciences Corporation (CSC) Global HQ: Norway tel.: 370 697 21101 Year started: 2007 Number of employees: 402 Services offered: CSC Baltic is an IT services and outsourcing company, a branch of the CSC global family.

SSC Cowi Global HQ: Denmark Year started: 2012 Number of employees: 149 Services offered: SSC: IT, design, F&A, HR (subsidiary of the Danish engineering consulting company COWI A/S.) Contact: Marius Zubrickas, COO

CSC Telecom tel.: +370 5 210 1790 Number of employees: 36 Services offered: BPO: Call Centre

SSC CSD Engineers tel.: +370 5 2031360

2016

CEE Shared Services and Outsourcing Directory

Winner Most Dynamically Developing City – CEE CEE

Vilnius (Lithuania)

Shared Services and Outsourcing Awards

2016

SSC Danske Global Services Lithuania Global HQ: Denmark Year started: 2012 Number of employees: 816 Services offered: SSC: IT, HR, F&A, AML, procurement Contact: Rosita Vasilkeviciute, Head of Group Services Lithuania

SSC Danske Group IT Lithuania (DGITL) Global HQ: Denmark Year started: 2015 Number of employees: 400+ Services offered: SSC: responsible for IT development services for full Danske Bank organization Contact: Giedrius Dzekunskas , General Manager

Euromonitor International Global HQ: UK tel.: +370 5 243 1577

Manager’s Profile Bengt-Ake Fagerman CEO of Skandia Liv (Thule) Parent: Swedish life insurance company Skandia Thule will start operations in Vilnius in 2016. Starting with 70 employees in Lithuania, the company plans to raise this number to 250 within three years.

In looking to transfer some of its functions to Eastern Europe, Skandia also considered other cities such as Bratislava, Krakow, Lodz and Riga, but Vilnius was the winner.

Currently, around 30 specialists are completing recruitment procedures, with another 40 set to be hired in the near future. Successful candidates will then begin an intensive course in Swedish in July, which will allow them to start work six months later.

Why did Skandia choose Lithuania for its new division?

Establishing a division in Lithuania is one of the stages in the company’s development, which is aimed at improving service administration and customer care.

2016

Year started: 2005 Number of employees: 183 Services offered: BPO: IT, Data Analytics

SSC EY Global HQ: UK tel.: 370 5 274 2200 Year started: 2002 Number of employees: 60 Services offered: SSC: HR, LPO, F&A, other

HP tel.: +370-5-210-3300

We considered countries in the immediate vicinity of Sweden. We looked at about ten cities in the Baltic States and Poland, and eventually we chose Vilnius.

The reasons behind this choice include our desire to be cost competitive and our need for a labour force with a good educational background. We also contacted several other Swedish companies working in Lithuania and asked them for their opinion on operations in Lithuania. Vilnius was chosen because it is sufficiently large and has a number of universities.

manner, we will create new jobs both in Sweden and in Lithuania.

Since you are opening a division in Vilnius, presumably you will be reducing the number of people employed in Sweden. How did Swedish employees react to this news?

I believe that in Sweden we are used to companies transferring divisions to other countries. Skandia is also an international company with divisions all over the world, so this is not new to us. Sure, those people who lose their jobs because we are opening a division in Vilnius are far from happy, but this is natural. Our main goal is to develop our company, to be strong and competitive, and go forward. In this

Did you consider the geopolitical risks when choosing a location for opening your new division?

Yes, we did. Sure, the political situation is changing quickly and we see how everything has changed in the past two years.

Nevertheless, whether we open a new division in Slovakia, Poland or here – the situation will be the same. Perhaps Lithuania, as a Baltic country, has the least dependence on Russia if we think about national minorities. We can see that the Lithuanian authorities are eager to remain independent and are successful at doing this.

Lithuania

Services offered: SSC of Swiss engineering firm. IT, F&A, engineering

In your opinion, could Lithuania lose its attractiveness due to salaries growing too fast in the near future?

We have been carefully monitoring the Lithuanian situation. Lithuania started its growth from a considerably lower salary level than Sweden, and it will take a long time before salaries here reach the Swedish level, even if the pace of growth of Lithuanian salaries is faster.

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79

CEE Shared Services and Outsourcing Directory

Winner Best Employer of the Year – Shared Services – CEE

Danske Bank Group IT Lithuania (DGITL) (Vilnius, Lithuania)

CEE

Shared Services and Outsourcing Awards

2016

Year started: 2007 Number of employees: 81 Services offered: BPO/ITO

IBM Lithuania Global HQ: USA tel.: :+370 5 278 6600 Year started: 2005 Number of employees: 258 Services offered: IT

Lithuania

SSC Inwido Support

Number of employees: 160 Services offered: SSC for Credit management: BI, F&A, customer support, other Contact: Sigute Seemann, Manager of the Centre

MarkMonitor Global HQ: USA Year started: 2007 Number of employees: 83 Services offered: BPO: Software development/ITO.

SSC Matrix Software Baltic

Arminta Saladziene, Manager of the centre

Nielsen & Nielsen Global HQ: USA tel.: 370 5 2734145 Year started: 1995 Number of employees: 188 Services offered: BPO: Analytics and Market research Contact: Inga Ilkyte, Managing Director

OpusCapita Accounting

Global HQ: Denmark tel.: 370 5 275 3254 Year started: 2002 Number of employees: 41 Services offered: SSC: Technical support Contact: Julija Adomavičienė, Director

Global HQ: Denmark tel.: (+370) 52316390 Year started: 1996 Number of employees: 17 Services offered: SSC: Software development for the building industry

SSC Leinonen Lithuania

Nasdaq

SSC PandaConnect

Global HQ: Finland tel.: 370 5 237 5040 Year started: 2006 Number of employees: 60 Services offered: SSC:F&A

Global HQ: USA tel.: +370 5 2531455 Year started: 2015 Number of employees: 131 Services offered: Responsible for wide range of IT, market operations, finance and accounting, multimedia, cybersecurity, and external and interal customer support for the full NASDAQ group globally.

Contact:

Global HQ: Denmark Year started: 2014 Number of employees: 7 Services offered: SSC: F&A, including financial reporting, fund service, securities administration and IT within company\'s own portfolio management platform.

SSC Lindorff Global HQ: Norway tel.: +370 5 252 6690 Year started: 2014

Global HQ: Finland tel.: 370-5-2339007 Year started: 2005 Number of employees: 129 Services offered: BPO: F&A Contact: Lina Maroščikienė, General Manager

SSC Paroc Oy Ab Global HQ: Finland

Winner Best New-entrant SSC of the Year

NASDAQ Vilnius Services

80

CEE

Shared Services and Outsourcing Awards

2016

www.ceeOutsourcingAwards.com

2016

CEE Shared Services and Outsourcing Directory tel.: 370 5 2740 000 Year started: 2012 Number of employees: 50 Services offered: SSC: F&A, HR, other

Number of employees: 15 Services offered: SSC: IT, F&A, Engineering. Sinectra is Italy-based company active in areas of technological systems, industrial automation, renewable energy and building automation.

PWC Global HQ: UK tel.: 370 5 239 2300 Year started: 1996 Number of employees: 17 Services offered: BPO: HR, LPO, F&A Contact: Rimvydas Jogela, Country Managing Partner

SSC Revel Systems Global HQ: USA tel.: 370 5 214 0138 Year started: 2015 Number of employees: 111 Services offered: SSC: Customer support, IT, fulfillment centre, sales support Contact: Tadas Vizgirda, Director

Studio Moderna Global HQ: Slovenia Year started: 2003 Number of employees: 675 Services offered: BPO: Call Centre

SSC Swedbank Global Services Global HQ: Sweden tel.: 370 5 268 44 44 Year started: 2013 Number of employees: 250 Services offered: SSC: IT, F&A Contact: Aurimas Mazdzierius, Centre Manager

Teleperformance

Tomas Vitkus, CEO

Transcom Worldwide Global HQ: Luxemburg tel.: +370 5 236 3377 Year started: 2002 Number of employees: 800+ Services offered: BPO: Customer support, SCM, other Contact: Vaida Sapole, Operations & Business Development Director Lithuania

SSC Western Union, European Regional Operations Center Global HQ: USA tel.: 370 5 259 0214 Year started: 2010 Number of employees: 1509 Services offered: SSC: IT, HR, F&A, AML, procurement, customer support Contact: Kendra Ricenbaw, Managing Director

Global HQ: France

Most Unique Services Provider – CEE

Nasdaq Vilnius Services (Vilnius, Lithuania)

CEE

Shared Services and Outsourcing Awards

Lithuania

Winner

2016

Rold& Partner Global HQ: Germany tel.: 370 (5) 212 3590 Year started: 1998 Number of employees: 24 Services offered: BPO: Legal and Consulting Contact: Tobias Kohler , Director

SSC SEB Shared Service Center, Lithuania Global HQ: Sweden tel.: 370 521 903 85.

Year started: 2008 Number of employees: 663 Services offered: SSC: IT, HR, F&A, other Contact: Jurgita Vaitkevičiūtė, Head of Supporting Services

SSC Sinectra Global HQ: Italy Year started: 2015

2016

SSC WorldOne

Year started: 2015 Number of employees: 68 Services offered: BPO: Call centre Contact: Emmanuel Plovier, CEO

SSC Thule Operations Center (Skandia) Global HQ: Sweden tel.: +370 612 233 10 Year started: 2015 Number of employees: 74 Services offered: SSC: Insurance admin, F&A, IT, HR Contact: Tommy Fagerlund, Director

Tieto Global HQ: Finland tel.: 370 5 237 4000 Year started: 1999 Number of employees: 128 Services offered: BPO: IT services,IT consulting Contact:

Global HQ: UK tel.: 370 5 212 5020 Year started: 2003 Number of employees: 148 Services offered: SSC: Data Collection and Customer Support

Kaunas SSC Callcredit Operations, UAB Global HQ: UK tel.: +37 (0) 655 511 27 Year started: 2011 Number of employees: 142 Services offered: SSC: IT support

Dematic Limited tel.: +370 37 328 410 Year started: 2011 Number of employees: 36 Services offered: IT, engineering

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81

CEE Shared Services and Outsourcing Directory

Winner Emerging City of the Year – CEE

Kaunas (Lithuania)

CEE

Shared Services and Outsourcing Awards

2016

SSC Festo Global HQ: Germany tel.: +370 37 321314 Year started: 2005 Number of employees: 219 Services offered: Industrial automatization. SSC for IT, HR, F&A, customer support, engineering, other

Lithuania

SSC Intermedix

Panevezys

Global HQ: USA tel.: 370 37 213306 Year started: 2013 Number of employees: 630 Services offered: SSC: IT, F&A, Customer support, other Contact: Lukas Jankauskas, Director Shared Services

Global HQ: Denmark tel.: 370-45-505-219 Year started: 2008 Number of employees: 10 Services offered: SSC: F&A

SSC Micro Matic SSC

Barclays Bank

Global HQ: Denmark tel.: 370-37-353-310 Number of employees: 41 Services offered: SSC: F&A, IT, HR, BI

Year started: 2009 Services offered: Multifunction

Unicall (Kaunas Communication) Global HQ: Norway tel.: 370 37 408574 Year started: 2008 Number of employees: 77 Services offered: BPO: Call centre Contact: Neringa Sidaraviciute, Country Manager

Klaipeda SSC GreenCarrier Global HQ: Sweden tel.: +370 46 246999 Year started: 2013 Number of employees: 23 Services offered: SSC: F&A Contact: Marijus Zilinskas, HR contact

82

Year started: 2006 Number of employees: 25 Services offered: BPO/ITO. Omega Technology is a daughter company of Omega AS, a Norwegian IT company providing project management systems and services to the oil and gas industry.

Contact: Vadim NaroĹžnij , MD

SSC Royal Unibrew Services

Grant Thornton Year started: 2004 Services offered: F&A

KPMG Year started: 1994 Services offered: multifunction

Lintel (TEO Group/TeliaSonera) Global HQ: Sweden Year started: 1992 Number of employees: 713 Services offered: Call Centre

Runway BPO Global HQ: Norway Year started: 2009 Number of employees: 97 Services offered: BPO: Call Centre, etc.

Omega Technology Global HQ: Norway tel.: +370-46-301213

www.ceeOutsourcingAwards.com

2016

CEE Shared Services and Outsourcing Directory

Latvia Riga

and supply. Countries served: USA, Scandinavia, UK, Germany, Switzerland, Austria, Russia, Greece, Italy and others

Accenture tel.: +371 670 19700 Services offered: IT delivery, customer support Contact: Maksims Jegorovs, Director

Allnex Latvia, Ltd

Accenture, Latvian branch

Atea Global Services, Ltd Global HQ: Norway tel.: +371 673 596 00 Year started: 2009

BaltCap (bought OpusCapita AS) Number of employees: 64 Services offered: Digitalizes and automates purchasing, invoice handling and payments, as well as cash management and supplier financing.

Contact: Olegs Krutikovs, Director

Latvia

Global HQ: USA tel.: +371 67019700 Year started: 2002 Number of employees: 580 Services offered: Accenture is one of the world’s leading professional services companies, providing consulting and outsourcing services in more than 120 countries.

Accenture Latvian branch provides IT delivery and customer support, other software consultancy

Global HQ: Belgium Year started: 2014 Number of employees: 80 Services offered: In Riga Allnex has a shared service centre which services company’s finance, purchasing, IT and HR functions.

Contact: Zarina Sandra, Director, Shared Services Center

Number of employees: 330 Services offered: The global business services centre in Riga provides finance & control, HR, procurement, client management, contract management and other services to ATEA Group and other clients.

Contact: Nicolas Albana, Managing Director, Atea Global Services

Population: 1,979

Liepaja

RIGA [735]

Baltik IT Valdlauč

Liepaja LatInSoft.Ltd

Daugavpils

Liepāja

[111]

[86]

Riga Adform Affecto Ahlstrom AIG Atea Barclays Technology Centre Limited CITCO Vilnius Cognizant Technology Solutions Lithuania

Computer Sciences Corporation (CSC) Cowi CSC Telecom CSD Engineers Danske Global Services Lithuania Danske Group IT Lithuania (DGITL) Euromonitor International

EY HP IBM Lithuania Inwido Support Leinonen Lithuania Lindorff MarkMonitor Matrix Software Baltic Nasdaq Nielsen & Nielsen

OpusCapita Accounting PandaConnect Paroc Oy Ab PWC Revel Systems Rold& Partner SEB Shared Service Center, Lithuania Sinectra Studio Moderna

Swedbank Global Services Teleperformance Thule Operations Center (Skandia) Tieto Transcom Worldwide Western Union, European Regional Operations Center WorldOne

Population figures in thousands

2016

www.ceeOutsourcingAwards.com

83

CEE Shared Services and Outsourcing Directory Manager’s Profile Kim Leandersson General Manager Tele2 Shared Service Center, Riga (Latvia) Parent Company: Tele2, HQ in Stockholm

Latvia

Background on Tele2 in CEE: In CEE, we are operating in Estonia, Latvia and Lithuania. In Latvia we also have our SSC operating since 2004. The SSC has since the start been focused on IT & Technology, but during the last couple of years we have added also F&A and some smaller parts around Customer Service and Internet of Things. Tele2 SSC today has approximately 530 FTE, a significant increase considering we employed approx.

280 persons in 2013.

Explain why your company set up operations in Riga.

When we first located a service center in Riga in 2004 the main driver was logistics, good infrastructure, cost and in a country where we already had operations. After this we have been through the process a few times to review if Riga is still the best location when we have planned a bigger expansion. Last time was during 2015 and we found that Riga was still good from cost perspective, access to skilled people, logistics wise, language wise etc. This time it was also the fact that we already had an existing SSC with considerable size to build upon and leverage on existing OH functions such as HR, IT and administration.

How has your business changed in CEE over the last 2-3 years?

Our SSC in Riga has been very much in focus. We have relocated work to Riga from other Tele2 countries and therefore grown both in number of employees and new areas. This will continue to some extent going forward, but with less

C.T.Co. Number of employees: 366 Services offered: IT solutions and services

Cabot Latvia

84

Global HQ: USA tel.: +371 67050700 Year started: 2014 Number of employees: 125 Services offered: Cabot is a leading global specialty chemicals and performance materials company, with $3.5 billion in annual sales.Cabot’s global footprint spans 21 countries, with 43 manufacturing facilities, eight research and development

focus on growth and more on automation and process optimization.

Which parts of your operation are possible to be outsourced in the coming 1-2 years?

In terms of possible outsourcing a majority of what we do today can be outsourced.

There are no major blockers for this, it’s more a question about effectiveness and efficiency in the deliveries. Also, many of the most transactional based services that normally would be the first to be outsourced might instead be candidates for automation.

Advice to other firms considering setting up SSC/BPO operations in CEE: • Get good local knowledge, either inhouse or via a partner. Every location is different and there are always details that need to be handled differently • Get prepared for that the competition around key resources is fierce.

• Don’t underestimate the cultural differences and differences in way of communication between SSC and rest of the organization.

Employee Issues.

We have approximately 530 employees today which is a big increase from ap-

facilities, and 23 sales offices. Cabot employs about 4,600 people worldwide.In Riga, the team will be responsible for managing Cabot’s EMEA administrative business needs, such as accounting, credit and collections, accounts payable, purchasing, customer services, transportation, data management, IT and HR. Contact: Heather Ellis, Site Manager

SSC Cytec Latvia, Ltd Global HQ: USA tel.: 371 6 7118977 Number of employees: 198

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prox. 280 employees in 2013. We will continue to grow up until approx. 600 FTE by end of this year and I think it will stabilize there. When it comes to levels we see a shift from focus on entry-level positions and transactional tasks to more and more complex tasks and senior positions.

With this we also see a much bigger need to focus on employer branding and creating a good working experience for employees. Salaries are just one part of the benefit package and with bigger competition this part is sometimes hard to compete with. We thus focus a lot on creating a working environment which satisfies the modern employees, we focus on developing great leaders and of course also on developing the employees further.

Biggest positive surprises (and biggest negative surprises) about operating SSC centre in CEE: People are hard working, loyal and English level is very good. The market is sometimes too small, the expertise you need might not exist.

Specific cost savings that your firm has achieved.

No hard numbers can be disclosed, but there are of course cost savings as well as efficiency gains from scale of operations as well. An average salary level in Riga is approx. 1/3 of same role in Nordics.

I started working in Tele2 8 years ago as a management trainee. Since then I’ve been working in multiple different management roles, predominately in the central IT area. In the summer of 2014 I was asked to head up our shared service center in Riga.

During this period focus has been on growth, both in number of FTEs and in functional areas we support.

Contacts: +46704264038 or kim.leandersson@tele2.com

Services offered: Multifunctional SSC in Riga provides finance, human resource, information technology and procurement services (administrative and transactional) to Cytec facilities in the European and North American regions.

Contact: Mike Webb

DEAC, Ltd Global HQ: Latvia tel.: +371 67072100 Year started: 2009 Number of employees: 100

2016

CEE Shared Services and Outsourcing Directory

SSC DNB Bank ASA Latvijas Filiāle Global HQ: Norway tel.: +371 670 771 17 Year started: 2012 Number of employees: 180 Services offered: Company has financial SSC in Riga for providing payment services, account services and credit services to Norway.

Contact: Ellen Annette Nordli, Head of Section, Norwegian Production

Elfa Distrelec, Ltd Global HQ: Switzerland tel.: +371 67885544 Year started: 2015 Number of employees: 20 Services offered: Company is owned by Dätwyler, the Swiss industrial group. In Riga, the main focus on providing financial data processing for all “Elfa Distrelec” branches.

Evry Latvia Global HQ: Norway Year started: 2013 Number of employees: 120 Services offered: EVRY is one of the largest IT companies in Norway and the second largest IT services company in the Nordic region. In 2013 the company set the first level IT helpdesk in Riga.

Contact: Erika Mezmale

Exigen Services Latvia, Jsc tel.: +371 670 67 777, +371 670 32703 Number of employees: 330 Services offered: IT BPO: comprehensive IT development outsourcing. Software development and maintenance solutions for national government, cities, and leading companies in sectors financial, telecoms, transport.

Contact: Guntis Urtans, Head of Delivery, Latvia

Idea Port Riga, JSC Global HQ: Latvia tel.: +371 22837678 Year started: 2007 Number of employees: 106 Services offered: Latvia-based systems integrator providing skills, teams and pre-integrated solutions in the areas of CRM, BI, Applications Integration, Web, Mobile and Custom applications development. Customers in Europe, Russia and the USA.

2016

Intrum Justitia Software DevelopmentCentre

SERGEL, Ltd

Global HQ: Sweden tel.: +371 261 773 11 Year started: 2010 Number of employees: 120 Services offered: Intrum Justitia Software Development Centre Ltd in Riga is a common software development centre for the firm\'s 20 countries.

Lattelecom BPO Global HQ: Latvia tel.: 37167054100 Year started: 2005 Number of employees: 143 Services offered: BPO: Customer services, market research. Lattelecom BPO offers client recruitment, client care and assistance service, market research, content delivery, advertising, document processing, credit oversight, salary bookkeeping and personnel management services. The company offers its services not only in Latvia, but for Scandinavian and German companies.

Contact: Agnese Paegle, Director

Lattelecom Technology,Ltd Global HQ: Latvia tel.: +371 670 200 00 Year started: 2003 Number of employees: 240 Services offered: Lattelecom Technology is a provider of project design and outsourcing services offering a full range of IT solutions and services – IT infrastructure solutions, systems integration, company management solutions, software design, etc.Di Contact: Aleksejs Beloglazovs, Director

tel.: +371 676 303 03 Number of employees: 11 Services offered: BPO: Credits, accounts receivables, payables, etc.

SSC Statoil Fuel & Retail Business Centre Global HQ: Norway tel.: +371 670 881 00, +371 670 881 02 Year started: 2012 Number of employees: 460 Services offered: Company has an SSC in Riga which provides finance & control and HR services for Statoil Fuel and Retail. Countries served: Denmark, Norway, Sweden, Latvia, Lithuania, Estonia, Poland and Russia.

Contact: Lazdina Kristine, Marketing and Communications Director

Tele2 Shared Service Center tel.: 46704264038, +371 22446388 Year started: 2004 Number of employees: 530 Services offered: F&A, IT Services/Software Development Contact: Kim Leandersson, General Manager

Tele2 Shared Service Center, Ltd Global HQ: Sweden tel.: + 371 670 607 64 Year started: 2004 Number of employees: 500 Services offered: IT center working on development, test, analysis and design.

Contact: Kim Leandersson, General Manager

Latvia

Services offered: The IT BPO centre in Latvia offers IT outsourcing services – collocation of servers and other equipment, server hire and collocation, server space hire, data back-up copying, software hire, operational system monitoring,etc.

SSC Tieto Global Shared Service Centre Tieto Latvia, Ltd

Nordic Backoffice SIA tel.: +371 22014600, +371 22014600 Year started: 2007 Number of employees: 20 Services offered: HR or Payroll, Data Analytics/ Management. We deliver data validation and routine-based accounting services to companies in Northern Europe. www.nordicbackoffice.lv Contact: Ivo Urbanovics, Managing Director

Runway, Ltd Global HQ: Norway tel.: +371 67224437 Year started: 2004 Number of employees: 133 Services offered: Runway Ltd is Runway International Customer Contact subsidiary in Latvia offering CRM solutions, technical support, back office, and Call centre activities.

Contact: Uldis Prieditis, Director

Global HQ: Finland tel.: +371 671 165 65 Year started: 2006 Number of employees: 160 Services offered: In Riga, the company has a full-cycle financial SSC for Oracle-based global Tieto operations: accounting, master data, controlling, process design, ERP support.

Contact: Elmars Gengers, Director

Transcom Worldwide Latvia Global HQ: Sweden tel.: 371 67 060 590 Year started: 2004 Number of employees: 528 Services offered: Transcom Latvia offers a wide range of Transcom’s customer lifecycle management services: inbound and outbound contacts, back-office tasks and customer care in social media. In addition to serving its Latvian clients,

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85

CEE Shared Services and Outsourcing Directory Transcom Latvia acts as a nearshore location for Transcom’s clients in other European markets including Denmark, Finland, Norway, Sweden, Austria, Luxembourg, Switzerland,Germany, Lithuania, Estonia, and Russia.

Contact: Fredis Bikovs, Director

enterprises of all sizes, the public and private sectors, operating in 9 countries and employing more than 6000 employees.

Visma Labs offers high added value services to other Visma companies in all Nordic region.

Contact: Iveta Bukane, Director

Visma Enterprise, Ltd

Zalaris HR Services Latvia, Ltd

Global HQ: Norway tel.: +371 67116211 Year started: 2014 Number of employees: 198 Services offered: Visma Enterprse develops, implements and supports the ERP system Horizon. Visma Enterprise also provides IT system integration, contract-based development services and works with an extensive range of business analytics and financial planning solutions.

Contact: Antra Zalite, Director

Global HQ: Norway tel.: +371 27 525 742 Number of employees: 81 Services offered: Delivers comprehensive HR and payroll services across Northern Europe, the Baltics and Poland.

Visma Labs

LatInSoft.Ltd

Valdlauči SEB Service Centre Global HQ: Sweden tel.: +371 2666877 Year started: 2006 Number of employees: 320 Services offered: SEB Service Centre in Riga is globally supporting SEB’s bank transfer operations, transfers between business clients and private persons, securities market, stock exchange services (Bloomberg). Countries served are USA, Sweden, Singapore, Germany, Austria.

Contact: Sigita Aleknavičienė, Business Coordinator

tel.: +371 654 232 88 Number of employees: 44 Services offered: BPO: F&A Contact: Sergejs Simonovs, Director

Leipaja Baltik IT Global HQ: Italy

Latvia

Global HQ: Norway tel.: +371 67116211 Year started: 2015 Number of employees: 50 Services offered: Visma is the Nordic region\'s leading supplier of business software and services to

Daugavpils

Year started: 2008 Number of employees: 97 Services offered: IT design, development and support

86 www.ceeOutsourcingAwards.com

2016

CEE Shared Services and Outsourcing Directory

Estonia CWT Estonia (Carlson Wagonlit)

Contact: Helje Nurga, Head of Support Services

Global HQ: France tel.: +372 6407770 Services offered: BPO: Customer services

Arvato Services Estonia OU (Bertelsmann) Global HQ: Germany tel.: +372 610 03 00, +372 6100 323 Services offered: BPO: Customer Services, Call Center

SSC Fujitsu Nordic Shared Services

Euro Live Technologies, Ltd

Blue Travel Services (SAS) Global HQ: Sweden tel.: +372 6677 873 Services offered: SAS Group subsidiary Blue Travel Services

CGI Estonia Number of employees: 200 Services offered: Part of global IT and business process services provider CGI ( 5th fifth largest independent IT and business process services firm in the world).

90% of CGI Estonia’s business is based on software development.

Global HQ: Estonia tel.: +371 66010660 Year started: 2008 Number of employees: 502 Services offered: Euro Live Properties is a subsidiary of Playtech - the world\'s largest supplier of online gaming and sports betting software.

Euro Live Technologies provides live streaming services for some of the world’s leading gaming operators.

SSC Fortum CFS Eesti OU Global HQ: Finland tel.: +372 682 75 00 Number of employees: 160+ Services offered: SSC:F&A

tel.: +372 627 2300 Services offered: SSC: F&A, ITO, HR. Software development projects for Estonian as well as European customers. Fujitsu Estonia has also been a major player in Estonian public sector’s IT sphere development.

Contact: Susanna Malja, Head of EMEIA Finance Services

H1 Communications Global HQ: Sweden Services offered: H1 provides a wide range of call centre services, such as Customer service, Technical support, Telemarketing, Switchboard and CRM services.

Contact: Mona Rydén, COO (Sweden)

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

Population: 1,330

Fortum CFS Eesti OU Fujitsu Nordic Shared Services H1 Communications Hurtigruten Estonia Konecranes NATO Cooperative Cyber

Defense COE Nortal Orkla Accounting Centre Ramirent Baltics AS Runaway Group Runway BPO Statoil Fuel & Retail

TALLINN

Stora Enso Sunny Business Services Sutherland Estonia Symantec Transcom Viking Line

Estonia

Tallinn

Narva [67]

[400]

Riga

Tartu [101]

Parnu [46]

Tartu Finnair Shared Services Fortumo Playtech Voru Danpower

87

Population figures in thousands

2016

www.ceeOutsourcingAwards.com

CEE Shared Services and Outsourcing Directory SSC Hurtigruten Estonia

SSC Stora Enso

Playtech

Services offered: SSC Contact: Angel Moledo, Director

Global HQ: Sweden tel.: +372 714 00 00, +372 714 0050 Year started: 2010 Services offered: SSC Multi-functional: F&A, IT Services, HR; help desk, IT services, and internal training team.

tel.: +372 697 7900 Services offered: Playtech is the world\'s largest online gaming software supplier traded on the London Stock Exchange Main Market, offering value added solutions to the industry\'s leading operators.

Sunny Business Services

Voru

SSC Konecranes Global HQ: Finland tel.: +372 611 27 95, +372 6119 062 Services offered: SSC: Multi-functional: F&A, IT Services, HR

NATO Cooperative Cyber Defense COE Services offered: Our mission is to enhance the capability, cooperation and information sharing among NATO, NATO nations and partners in cyber defence by virtue of education, research and development, lessons learned and consultation.

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

Estonia

SSC Orkla Accounting Centre tel.: +372 621 90 02 Year started: 2014 Number of employees: 60+ Services offered: SSC-Finance/F&A for 13 Orkla businesses in Norway and Denmark Contact: Kristiina Koel, Manager

Danpower

Sutherland Estonia

Global HQ: Germany tel.: +372 786 41 52 Services offered: Parent company Statwerker Hannover operates call center services for its utilities customers.

Contact: Manfred Sch체le, Group MD

Services offered: BPO: Customer Support Contact: Diana R채stas, Talent Acquisition Manager

Other

Symantec Global HQ: USA tel.: 372 6 390 800 Services offered: Captive: software development for US parent

Transcom tel.: +372 673 72 00 Services offered: BPO: Customer care Contact: Katrin Holst, Country Manager

Jeldwen tel.: +372 322 9130 Contact: Rainer Tamsalu, Project Manager Baltics

K체hne+Nagel tel.: +372 660 09 66 Contact: Mart Ambur, Head of IT Center Tallinn, Board Member

Manpower Kft. tel.: +372 630 65 65

SSC Ramirent Baltics AS

Viking Line

Global HQ: Finland tel.: +372 650 1060 Services offered: SSC-Multifunctional: F&A, IT Services

tel.: + 372 666 3966 Contact: Andreas Remmer, Group CFO

Runaway Group

J천geva

Global HQ: Estonia tel.: 37 2 6 681 062 Services offered: BPO Contact: Aleksei Kurov, Contract&Operations Director

Runway BPO tel.: +372 668 10 60, +372 66 81 062 Services offered: BPO: Accounting Services, Telemarketing, IT Outsourcing, HR Outsourcing Contact: Ronald Habich, COO

SSC Statoil Fuel & Retail

88

tel.: +372 684 14 00, +372 684 1404 Number of employees: 85 Services offered: BPO: Accounting, Translation and localization, Legal, IT maintenance and web, Marketing, Property cleaning and management.

Contact: Mati Annus, Managing Director

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

Backoffice Services tel.: +372 776 0244 , +372 514 7496 Services offered: BPO: Accounting, Hosting, Freeware

Tartu Finnair Shared Services Global HQ: Finland tel.: +372 56 656 706 Number of employees: 150 Services offered: data management, data processing and accounting services within the group.

Contact: Leela Lepik, Managing Director

Fortumo tel.: +372 682 7500 Services offered: Lading global provider of direct carrier billing. Fortumo payments cover 96 markets and connect merchants to subscribers of more than 350 mobile operator networks.

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2016

Prove Your Outsourcing Excellence.

Get Accreditation with the NOA.

“

Register for the NOA’s Corporate Accreditation Programme

Outsourcing organisations often ask themselves: • Do our service providers perform well?

• How do we compare to our competitors?

• Are we achieving outsourcing best practice?

Our Corporate Accreditation Programme provides the answers, giving you the insight you need to achieve worldclass outsourcing. It’s based around the NOA’s Outsourcing Life Cycle Model – a framework that has been used, critiqued and refined by over 200 organisations globally.

Corporate accreditation with the NOA will: • Give you a full picture of your organisation’s outsourcing maturity • Pinpoint strengths & weaknesses in your current approach towards outsourcing • Highlight changes to be made to achieve cost savings & service improvements • Assure clients, stakeholders & company heads that you’re outsourcing to the best industry standards

”

“The BBC undertook corporate accreditation to get external expert analysis of our processes and procedures for the awarding and governing of our major outsourced contracts. We chose the NOA as an external accreditor because they are widely recognised as being at the forefront of contract management.

“In the long term, the NOA’s analysis will initiate the simplification of some processes, and help us create a more efficient outsourcing lifecycle model… that will remove unnecessary costs from our procurement process and lead to even more efficient contract delivery, giving further opportunity to create ongoing value through the lifecycle of our contracts.”

-

Jim Hemmington, Director of Procurement, BBC

Contact the NOA today to start your corporate accreditation journey: tomq@noa.co.uk | +44(0) 207 292 8689 www.noa.co.uk/corporate-accreditation-programme

CEE Shared Services and Outsourcing Directory

Bulgaria Sofia

Monitoring and analytics, Content and data indexing, Database services

60K

Bulpros

CSMS

tel.: +359 2 489 5725 Year started: 2010 Number of employees: 540 Services offered: BULPROS is the leading IT Solutions & Services provider in SEE, specialized in Cloud, Security and Digital Transformation with focus on Technology and Telecommunications, Financial Services and Insurance, Healthcare.

Contact: Ivaylo Slavov, CEO

tel.: 35924896908 Number of employees: 250 Services offered: customer interaction service, Back Office Transaction

C3i

EXL Service Bulgaria Number of employees: 145 Services offered: Consulting, Finance, Accounting

Aii Data Processing

tel.: + 359 (0) 2 489 81 26 Services offered: C3i is a provider of technology support services for the life sciences industry.

C3i\'s services include a complete portfolio of systems integration, technology training, 24/7 multilingual contact center, asset management, provisioning, and technical site assessments exclusively tailored for the needs of life sciences professionals worldwide.

tel.: + 359 2 8012 666 Services offered: A global company specialising in content, data and business intelligence services.

tel.: +359 2 92 14 600

tel.: 35924620000 Services offered: Customer Service, Back Office, Social Network Management

Adecco tel.: +359 2 489 83 35 Services offered: Customer interaction services, HR services

SSC AIG SSC - Bulgaria

Bulgaria

Number of employees: 280 Services offered: SSC: Finance, Accounting services

Global HQ: USA Year started: 2013 Number of employees: 370 Services offered: SSC: The centre supports AIG’s insurance operations in 17 countries across Europe with Claims, Policy Servicing, Accounts Receivable, and Travel Assistance services.

Contact: Venislav Iotov, General Manager, Bulgaria and Romania

EUROCCOR JSC tel.: +359 2 9037706 Number of employees: 450 Services offered: Call and contact centre services, Database processing, Outbound calls

Hewlett-Packard tel.: 359 2 969 89 40 Year started: 2006 Number of employees: 4100 Services offered: BPO: Customer interaction services, IT/hardware, software and services to consumers

SSC Coca‑Cola HBC Bulgaria AD

Varna Taxback.com

Sofia 60K Adecco AIG SSC - Bulgaria Aii Data Processing Bulpros C3i Coca-Cola HBC Bulgaria AD

CSMS EUROCCOR JSC EXL Service Bulgaria Hewlett-Packard IBM Bulgaria Ltd Moneybookers/Skrill SIEMENS ENTERPRISE COMMUNICATIONS

EOOD Sitel Bulgaria EOOD Sofica Group Stream International Bulgaria EOOD Sutherland Global Services Telus international TravelStoreMaker

Varna [321]

SOFIA [1,166]

Plovdiv [348]

90

Population figures in thousands

www.ceeOutsourcingAwards.com

Population: 7,202

2016

CEE Shared Services and Outsourcing Directory IBM Bulgaria Ltd

Stream International Bulgaria EOOD

tel.: +359-2-973-3171 Year started: 2007 Number of employees: 580 Services offered: BPO: Business Consulting Services, Technology Services, Services Financing,

Year started: 2007 Number of employees: 330 Services offered: Customer interaction services

Services offered: Back office transaction, Finance/ Accounting services

SSC SIEMENS ENTERPRISE COMMUNICATIONS EOOD tel.: +359 2 811 54 50 Services offered: SSC

Sitel Bulgaria EOOD tel.: +359 2 819 9604 Year started: 2006 Number of employees: 575 Services offered: Acquisition and Sales, Customer Care, Customer Retention, Back Office Contact: Maya Yaneva, Site Director

Sofica Group tel.: +359 2 400 85 00 Services offered: BPO/HRO/ITO Contact: Stefan Bumov, General Manager

Global HQ: USA tel.: + 359 2 936 68 00 Number of employees: 280 Services offered: BPO: F&A, Call Centre, HR

SSC Taxback.com tel.: 359 52 68 68 68 Year started: 2003 Number of employees: 400 Services offered: SSC/BPO hybrid: F&A

Telus international tel.: +359 2 931 73 30/31 Services offered: BPO: Multichannel customer solutions, IT outsourcing, Risk management, Transformation solutions, Social media solutions

SSC TravelStoreMaker tel.: +359 2 480 22 33 Number of employees: 60 Services offered: SSC/BPO hybrid: ITO, Call Centre, HR

Sevlievo Ideal Standard International Contact: Karolina Sredkov, Financial Services Group Treasury Manager

Bulgaria

Moneybookers/Skrill

Sutherland Global Services

Varna

91 2016

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CEE Shared Services and Outsourcing Directory

Serbia Belgrade

First Data

Aleksandra Petrovic, Site Director Serbia

tel.: +381 11 20 71 100 Number of employees: 78 Services offered: BPO. Payments processor for banks and finance companies Contact: Olja Dakic, Managing Director

Biters Service tel.: +38111-41-41-142 Year started: 2012 Number of employees: 100+ Services offered: Contact center Contact: Saverio Strani, Director

Number of employees: 1600 Contact: Vladimir Zivanovic, MD

Global HQ: USA tel.: +381 11 785 7500 Year started: 2013 Services offered: TeleSign, an Internet security and authentication leader, opened an Operations Centre in Belgrade for its mobile services division, TeleSign Mobile Contact: Biljana Ivanovic, Center Manager

Sitel

Transcom

tel.: +381 11 414 2211 Number of employees: 400+ Services offered: BPO: Contact center Contact:

Year started: 2014 Number of employees: 225+ Services offered: BPO Contact: Roberto Boggio, General Manager, Central&South Europe Region

NCR

Euronet Global HQ: USA tel.: +381 11 308 2300 Year started: 1995 Number of employees: 98 Services offered: BPO: EFT, epay and Money Transfer Contact: Dragan Spanovic, Country Manager

Subotica

Trizma

Serbia

[142]

Novi Sad Novi Sad

Population: 7,147

[381]

NIS Gazprom

Belgrade Biters Service Euronet First Data NCR Sitel Telesign Transcom Trizma

BELGRADE

tel.: +381 11 3537 500 Year started: 2002 Number of employees: 430 Services offered: BPO: IT services, Call center, HR Contact: Gorana Krizmanic , Business Development Director

Kragujevac [212]

Budapest

tel.: +381 11 3537 500 Year started: 2002 Number of employees: 430 Services offered: BPO: IT services, Call center, HR Contact: Marko Kovacevic, CEO, Member of Board of Directors

Trizma

[1,762]

Niš

92

Telesign

[260]

Novi Sad NIS Gazprom tel.: +381-64-888-6227 Contact: Nikola Stokic, HR Shared Services Director

Population figures in thousands

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2016

CEE Shared Services & Outsourcing Awards Gala 2017

Serbia

CEE Shared Services and Outsourcing Directory

2 February 2017 www.ceeOutsourcingAwards.com 2016

www.ceeOutsourcingAwards.com

93

CEE Shared Services and Outsourcing Directory

Tholons 2016 Top 100 Outsourcing Destinations

Top Destinations

Rank 2016

Movement from 2015

Region

Country

City

1

-

Asia Pacific

India

Bangalore

2

-

Asia Pacific

Philippines

Manila (NCR)

3

-

Asia Pacific

India

Mumbai

4

-

Asia Pacific

India

Delhi (NCR)

5

-

Asia Pacific

India

Chennai

6

-

Asia Pacific

India

Hyderabad

7

+1

Asia Pacific

Philippines

Cebu City

8

-1

Asia Pacific

India

Pune

9 - Europe

Poland

Krak贸w

10 +2

Europe

Ireland

Dublin

11

-

Americas

Costa Rica

San Jos茅

12

-2

Asia Pacific

China

Shanghai

13

-

Asia Pacific

China

Beijing

14

+1

Europe

Czech Republic

Prague

15

-1

Asia Pacific

China

Dalian

16

-

Asia Pacific

Sri Lanka

Colombo

17

+2

Asia Pacific

Malaysia

Kuala Lumpur

94 www.ceeOutsourcingAwards.com

2016

CEE Shared Services and Outsourcing Directory Rank 2016

Movement from 2015

Region

Country

City

-

Asia Pacific

Vietnam

Ho Chi Minh City

19

+1

Asia Pacific

Vietnam

Hanoi

20

+1

Middle East and Africa

South Africa

Johannesburg

21

-4

Asia Pacific

China

Shenzhen

22

-

Asia Pacific

India

Chandigarh

23

-

Asia Pacific

India

Kolkata

24 +1

Europe

Hungary

Budapest

25 +5

Europe

Poland

Warsaw

26 - Americas

Brazil

Curitiba

27

-3

Americas

Brazil

S達o Paulo

28

-1

Asia Pacific

Singapore

Singapore

29 -1

Americas

Chile

Santiago

30

+1

Asia Pacific

India

Coimbatore

31

-2

Europe

Czech Republic

Brno

32

-

Asia Pacific

China

Chengdu

33

-

Americas

Argentina

Buenos Aires

34 +1

Americas

Uruguay

Montevideo

35

+1

North America

Canada

Toronto

36

+1

Asia Pacific

India

Jaipur

37

-3

Europe

Russia

St. Petersburg

38 +5

Europe

U.K.

Belfast

39

Asia Pacific

China

Guangzhou

Top Destinations

18

2016

-1

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95

CEE Shared Services and Outsourcing Directory Rank 2016

Region

Country

City

Middle East and Africa

Ghana

Accra

41 -2

Europe

Romania

Bucharest

42

-2

North America

Mexico

Mexico City

43

-2

North America

Mexico

Monterrey

44 +1

Americas

Colombia

Medellin

45

-1

Americas

Brazil

Rio de Janeiro

46

+1

Asia Pacific

China

Tianjin

47

-1

North America

Mexico

Guadalajara

48 - Americas

Colombia

BogotĂĄ

49 - Europe

Slovakia

Bratislava

50 - Americas

Brazil

BrasĂ­lia

51 +1

Europe

Estonia

Tallinn

52 -1

Europe

Bulgaria

Sofia

53

Asia Pacific

India

Bhubaneswar

54 -1

Europe

Slovenia

Ljubljana

55

-

Asia Pacific

Indonesia

Jakarta

56

+1

Middle East and Africa

South Africa

Cape Town

57 +1

Americas

Peru

Lima

58 +4

Europe

Poland

Wroclaw

59

+5

Europe

U.K.

Glasgow City

60

-1

Europe

Russia

Nizhniy Novgorod

40

Top Destinations

Movement from 2015

+2

+1

96 www.ceeOutsourcingAwards.com

2016

Rank 2016

Movement from 2015

Region

Country

City

61 +4

Europe

Ireland

Cork

62

-2

Middle East and Africa

Morocco

Casablanca

63

-

Asia Pacific

India

Ahmedabad

64 -8

Europe

Russia

Moscow

65

-4

Asia Pacific

China

Xi’an

66

+3

Asia Pacific

Philippines

Davao City

67

-1

Asia Pacific

India

Thiruvananthapuram

68

-

North America

USA

San Antonio, Texas

69

-2

Asia Pacific

Malaysia

Penang

70

+3

Asia Pacific

Taiwan

Taipei

71 - Americas

Argentina Córdoba

72

North America

Canada

Halifax

73 +2

Americas

Colombia

Bucaramanga

74

-4

Americas

Puerto Rico

San Juan

75

+3

Asia Pacific

Australia

Perth

76

+3

Americas

Guatemala

Guatemala City

77 - Americas

Brazil

Recife

78

-2

Middle East and Africa

Egypt

Cairo

79

+1

North America

USA

St. Louis, Missouri

80

+1

North America

USA

Birmingham, Alabama

81

+1

Asia Pacific

Philippines

Santa Rosa, Laguna

82

+2

Asia Pacific

South Korea

Seoul

-

83 - Americas

Nicaragua Managua

84

-10

Middle East and Africa

Turkey

Istanbul

85

+1

Asia Pacific

Philippines

Bacolod City

86

-1

Asia Pacific

Thailand

Bangkok

87

-

Europe

U.K.

Leeds (Yorkshire & Humber)

88 - Americas

Brazil

Campinas

89 - Americas

Chile

Valparaíso

90

Asia Pacific

Philippines

Iloilo City

91 +2

Americas

Paraguay

Asunción

92 +2

Americas

Colombia

Cali

93

-

Asia Pacific

Philippines

Dumaguete

94

+1

Asia Pacific

Philippines

Baguio City

95 +1

Europe

Serbia

Belgrade

96

-

Middle East and Africa

United Arab Emirates

Dubai

97

+1

Asia Pacific

Philippines

Metro Clark

98

-1

Middle East and Africa

Kenya

Nairobi

99

-

Americas

Panama

Panama City

100

-

Middle East and Africa

South Africa

Durban

+1

97

source: Tholons

2016

«Section Name:»

CEE Shared Services and Outsourcing Directory

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