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1064 SSCs and BPO centers in CEE Poland Lithuania Latvia

2017 USA—Europe Shared Services Summit & Awards New York City 28 June 2017

Estonia Czechia 1 February 2018

Slovakia Hungary Romania Bulgaria Serbia Ukraine www.CEEOutsourcingAwards.com


CEE Shared Services 2017 & Outsourcing Directory ISSN 1643-4692

Publisher: CEE Business Media sp. z o.o. ul. DĹ‚uga 44/50, bud. D, lok 704, 00-241 Warszawa tel.: +48-22-831-7062 Research: Maria Ponomareva Iuliiia Voytova Anna Bielova Marketing Executive: Magdalena Jakubowska President: Thom Barnhardt barnhardt@biznespolska.pl mobile: +48-508-143-963 Graphic Design/DTP: sparfianowicz.wordpress.com

Table of Contents Productivity and world-class talent key drivers of strong growth in CEE’s Shared Services sector . . . . . . . . . . . . 6

Poland . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Lithuania . . . . . . . . . . . . . . . . . . . . . . . . . . 56 Latvia . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62 Estonia . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 Czech Republic . . . . . . . . . . . . . . . . . . . . . . . 68 Slovakia . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 Hungary . . . . . . . . . . . . . . . . . . . . . . . . . . 78 Romania . . . . . . . . . . . . . . . . . . . . . . . . . . 88 Bulgaria . . . . . . . . . . . . . . . . . . . . . . . . . . . 93 Serbia . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95 Ukraine . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

1 February 2018 Distribution:


CEE Shared Services & Outsourcing Awards Gala — 1 February 2018

At the 5th annual CEE Shared Services and Outsourcing Awards, held on 2 February 2017 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: 4Synchronicity, Absolvent.pl, Accent Business Training, ADAPTIVE Solutions & Advisory Group, Agfa Graphics, Alliance for Recruitment, Allnex Latvia SIA, AmCham - Slovakia, ANIS, Antal, ASPIRE, BAN Studio, BARR, Biogen, BiznesPolska, BNP Paribas Securities Services, BP BSC Kft., BrownBrothersHarriman, BT Global Services, Bulgaria Investment Agency, Bulpros Consulting, Capita, Cathay Pacific Airways Limited, CBRE Corporate Outsourcing, CenturyLink Poland, CIMA, Circle K Business Center, Cisco Systems, Citi Services, Citibank, City Hall of Gdynia, City of Debrecen, City of Poznan, CloudAgents (Comforce), Cognizant Technology Solutions Lithuania, Colliers, CONNECTIS_, Credit Suisse, CushmanWakefield, CVO Recruitment, CzechInvest, Danske Bank Global Services Lithuania, Danske Bank Group IT Lithuania, Deloitte, Demant Technology Center, Dentons Business Services EMEA, DFDS, Discovery Networks CEEMEA, Eaton, EDC Debrecen, Edicom, Embassy of Hungary, EY, Franke Polska, Fresenius Medical Care, Fujitsu, Futures Inc, Gdansk Economic Development Agency, Gdansk Shared Service Centre, Geek Girls Carrots, Goldman Sachs, Goodyear, GoVilnius, Grafton, Grupa Buma, Grupa CashBack Polska, GTC S.A., Hays, HIPA (Hungarian Investment Agency), Hitachi Data Systems, IAFEI, IBA Group, IBM ISC (Slovakia), Intermedix Lietuva, Invest in Pomerania, Invest Lithuania, IT Hiring Solutions, JNJ Global Business Services s.r.o., Kinnarps, KMD Poland, Kofax/Lexmark, Latvia Investment Agency (LIAA), Lexmark, LIAA, LKK, Luxoft Poland, MANN+HUMMEL Service, Manpower Group Solutions, McCormick Shared Services - EMEA, McKinsey EMEA Shared Services, Michelin, Moneygram, NASDAQ, National Outsourcing Association (NOA) - UK, NOVARTIS Finance SSC, NSG (Nippon PIlkington), Olivia Business Centre, Opole (UM), PAIZ (Poland Investment Agency), Pandora Jewelry CEE, Penta Investments, Philips, Pillar Management, SIA, PKP Energetyka, Polish Campus Marketing, Pomerania Development Agency, Process Solutions, Proservartner, PWC, Randstad Sourceright EMEA, RBS – The Royal Bank of Scotland, REED Personnel Services Poland, Rehau, Runway BPO, SARIO, Schneider Electric, SEB Shared Service Center (Latvia), Siemens, Sii, SIX, Skandia Operations Center, Softserve, Solvay, Sovos, SSC Heroes Hungary, StanleyBlack&Decker, State Street Bank, Stefanini, Strategic Staffing Solutions International, Swissport, T-Sytems Slovakia, Tate&Lyle Global Shared Services, TCS (Tata Consultancy), Tele2 SSC, Teleperformance, Transparent Solutions, Trellis (Denmark) Verita HR, Visma Labs, Western Union Processing Lithuania, Work Express, Zurich Insurance Company

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Best University – Business cooperation of the year BT ROC(KET) SCIENCE

Final Winners 2017: Most Dynamically Developing City – CEE Vilnius

IT Services Firm Of the Year – Public Sector Initiative of the Poland Year Sii GDANSK CITY MUNICIPALITY SSC Real Estate Advisory JLL Best New Office Development for SSC/BPO sectors QUADRUM, Vilnius (Schage)

IT Services Firm Of the Year – CEE T-Systems Slovakia TOP CSR initiative of the Year Promotion of IT among People with Disabilities in Belarus

Top Recruitment Firm of the Year BPO Firm of the Year – Poland Hays Specialist Recruitment CAPITA Polska General Advisory/ Location BPO Firm of the Year – CEE Advisory Tata Consultancy Services PwC Poland, SSC & BPO Centre of Excellence Most unique services provider – Poland Emerging City of the Year – Poland PwC Polska, Financial Crime Center of Excellence Opole Emerging City of the Year – CEE Debrecen, Hungary Most Dynamically Developing City - Poland Tri City (Gdansk, Sopot, Gdynia)

Most unique services provider – CEE Danske Bank Group IT Lithuania

SSC of the Year – Baltics Danske Bank Global Services Lithuania SSC of the Year – Poland AmerSports SSC of the Year Poland - Global Financial Services Citi Service Center Poland Business Centre Manager of the Year – BPO Prabal Datta – Tata Consultancy Services Business Centre Manager of the Year – SSC – CEE Arminta Saladziene – Nasdaq Technology and Business Support Center Business Centre Manager of the Year CEE – Poland Scott Newman – State Street Bank Poland New entrant SSC of year Credit Suisse (Warsaw)

SSC of the Year – CEE BP GBS Europe (Budapest)

Premier Sponsors:

Associate Sponsors:

Visible results.

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CEE Shared Services Sector – an Overview

CEE Shared Services and Outsourcing Directory

Productivity and world-class talent key drivers of strong growth in CEE’s Shared Services sector

6

In this annual business directory CEE Shared Services/Outsourcing Directory (our 8th edition), we have produced the most-comprehensive listing of companies in the Shared Services sector across the entire region of Central Eastern Europe. From the Baltic Sea to the Black Sea, the Shared Services sector is

the shortage of labor, the stronger ecosystem of support as the SSC sector has matured, and the potential for RPA to boost productivity and cut costs further. Unemployment rates across the region have plummeted, and salaries are increasing. At the many conferences I attend each year, the speakers are

increasingly talking about productivity and the region’s world-class talent, not just costs. The sector looks set for continued strong growth as existing SSCs continue to grow, new investors launch new offices in CEE, and niche services expand. Some of these niches include Legal Processes

“Anything that can be digitized can be lifted-and-shifted from a high-cost location

SSC Advisory – CEE region Building your expectations by bringing regional experience into practice

to a lower-cost location”

in full bloom. The region’s largest cities are filling its shiny skyscrapers with global giants like Blackrock, Goldman Sachs, Amazon, Danske Bank, and Uber. Recruitment firms are running flat-out trying to fill the 100,000+ jobs in demand in just this year. And second-tier and third-tier cities are keenly aware of the appeal of this sector, and its promise to help smaller cities boost tax revenues, retain top talent in their city, and drive major investment. As I looked back over our Directories from 6-7 years ago, labor-arbitrage was perhaps the major focus of investors at that time. In 2017, in CEE, the conversation now revolves around value-added services, the wonderful talent in CEE,

Working with EY SSC Advisory Your benefits: - A on the ground team of professionals who all have multi-year experience working in Shared Service organizations all over the world. - A solid, on the shelve methodology proven in hundreds of Shared Service programs. - Strong experience in SSC build, improvement, growth and automation (RPA). - We truly partner with you to make your SSC according to your expectations With our solid practical on the ground experience we partner with you to make your expectations reality. Together with our partners, EY is building a better working world.

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2017


CEE Shared Services Sector – an Overview

Headline Numbers • A conservative estimate suggests that between 1 and 1.5 million people work in the export-oriented business services industry in the European Union. (SSC, BPO, IT, R&D). • Most frequently provided services are: IT, Finance/Controlling, Customer Services, Business Support, HR, Logistics and Supply Chain, Treasury. • Most centers in the Central and Eastern European region have a global reach (about 50% in Poland are from US-based firms) and support 20+ languages. • The attractive business environment has attracted the world’s largest companies to the region to establish SSCs (Morgan Stanley, Credi t Suisse, BP, BT, Exxon, GE, Citi, Google, GM, Unilever, Johnson&Johnson, Accenture, Deutsche Telekom, RBS, Barclays, Volvo, SEB, etc.) • The region has driven the sector’s growth in Europe in the last 10 years offering lower labour costs, availability of multi-lingual and highly motivated young talent, cultural proximity, ease of management and improved infrastructure. • As the sector trends move in the direction of higher value added services, the region is increasingly attractive to investors. Many locations have demonstrated proof of concept (Warsaw, Krakow, Budapest, Prague, Bratislava, Bucharest, Vilnius etc.), so decision-makers are increasingly willing to relocate global business services here.

languages and using their education in linguistics, biology, and medicine to find good jobs inside SSCs. The depth of management has also improved considerably, with mid-level and top-management with deep experiences with international firms.

And the CEE region’s beautiful and dynamic cities are attracting large numbers of foreign workers, who are excited to relocate to Gdansk, Budapest, Vilnius, or Timisoara. This cadre of young international talent makes the region more attractive to global

CEE Shared Services and Outsourcing Directory

(Dentons), Engineering and Industrial Design (CH2M), and Pharmaceutical Research (GSK). Global financial services firms have CEE center of the map, with plans to continue to move back-offices and middle offices to the region. The servicing of pensions and investment funds is growing, and the breathless demand for IT talent is unabated. Anything that can be digitized can be lifted-and-shifted from a high-cost location to a lower-cost location – and we are in the midst of this rumbling revolution that offers tremendous opportunities to well-educated people in CEE. Some examples include Krakow veterinarians analyzing pet X-Rays for London insurance companies (Capita), middle-office hedge fund services for Zurich fund managers (HedgePole, Poznan), and Silicon Valley “unicorns” tapping into IT talent in Minsk’s HighTech Park. Yet while the “0”s and “1”s are enabling the growth of the SSC sector, soft skills, language skills and culture count for a lot. CEE’s strengths are not only strong IT skills, but also hundreds of thousands of new graduates speaking European

7 2017

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CEE Shared Services Sector – an Overview

Shared Service Centers (SSC) in Central Eastern Europe (CEE)

CEE Shared Services and Outsourcing Directory

Estimated FTE’s in 2020

Attrition level

Sector Growth [CAGR] (2013-2016)

Annual Hires - Attrition

Annual Hires New jobs

SSC Sector Companies

Fortune Global 500

SSCs with 500+ FTE’s

Poland

600

73

100

212,000

300,000

18.00%

21.00%

38160

22000

Romania

200

18

33

109,000

200,000

23.00%

33.00%

25070

22750

Czech Rep.

160

26

37

65,000

100,000

15.00%

15.00%

9750

8750

Hungary

80

24

23

45,000

60,000

15.00%

10.00%

6750

3750

Lithuania

25

9

5

9,000

15,000

na

17.00%

na

na

Slovakia

29

11

7

19,000

29,000

na

14.00%

na

na

1,094

161

205

459,000

704,000

Sum

8

Current FTE’s (2016)

100.00%

Sources: ABSL – Deloitte – Hays, November 2016; PAIZ, SARIO, InvestLithuania

firms, who need a wide-range of languages, and adds to the attraction of working inside an SSC. “It’s exciting to come to work”, said Andrzej Wilk, MD of Moneygram’s Warsaw operations. “We’ve got more than 18 languages spoken in our Warsaw office and more than 25% of our workers are non-Polish.” Robotics and Automation No discussion of SSCs would be complete without a deep-dive into the future of automation. While only a small number of SSCs in CEE are employing Robotic Process Automation, nearly everyone is keen to learn, explore and test the technology. While RPA may not be the Holy Grail, its promise to automate monotonous and repetitive tasks, and dramatically cut labor costs may be a major factor in boosting productivity at SSCs in CEE – as well as alleviate the intense pressure to hire and retain staff. So keep your eye closely on what appears to be the most important development shaping the Shared Services landscape in the coming years. Methodologies and processes for the Directory Listings In this Directory, we have deliberately avoided the temptation to provide insight into trends in the SSC sector in CEE – there are now ample research reports from advisory firms, associations, recruitment firms, and cities providing excellent, in-depth reports about the sector. This Directory is about the companies – and the top management leading these companies.

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HUNGARY SMART. STABLE. GROWING.

HUNGARY CAN OFFER YOU:

MATURE SSC MARKET 100+ SSCs employing 42,000 people

Proven location for innovative solutions with highly creative labour force

State incentives up to 50% of the eligible investment costs

CONTACT US: www.hipa.hu +36 1 872 6520 investment@hipa.hu

2017


CEE Shared Services Sector – an Overview

LIAA (Latvia), and Inward investment teams from more than 12 cities. Also thanks to multiple organizers of SSC conferences across the region, which are invaluable sources of information (ASPIRE, SSON Manchester, Flemings, ABSL, Deloitte’s annual SSC conference, IAOP Florida, and our own CEE Shared Services Summit/Awards). I would also like to emphasize our extraordinary distribution of this Directory. We are pleased to have distribution at practically every major event (see above) about the CEE shared services sector, including at our 1st annual USA-Europe Shared Services Summit/ Awards 28 June in New York. With American investors representing 50% of the total investment in the region’s SSCs, we are doing our part to promote the sector to US mid-market firms – literally thousands of firms that could benefit enormously from the opportunities in Central Eastern Europe. Thom Barnhardt

CEE Shared Services Directory Team

Thom Barnhardt President

Magdalena Jakubowska Events Manager

Maria Ponomaryeva Research Manager

USA—Europe organizer

Shared Services Summit & Awards

CEE Shared Services and Outsourcing Directory

The core of our effort has been to provide the most-exhaustive listing of companies in the SSC sector in CEE. Our definition of an SSC has evolved over the years and narrowed. While we used to include so-called outsourcing companies, we are now more focused on SSCs, BPO providers, major IT service providers, and R&D centers. We no longer include pure Call Centers or plain-vanilla outsourcing providers. This year, we have a total of nearly 1,000 firms listed – and that number may be one of the best guesses of how many “SSCs” operate across the region. (And we’ll continue to use the SSC abbreviation to include the broader Business Services Sector, Centers of Excellence, Global Business Services,etc.) I’d like to give a big thanks to our research team’s efforts, led by Maria Ponomareva and Anna Bielova, and the many people who have helped with the listings, including from PAIH, HIPA, CzechInvest, SARIO, Invest Lithuania,

28 June 2017, New York City Distinguishing Top Shared Service Centres and IT Outsourcing Leaders in Central-Eastern Europe www.SharedServicesEurope.com 2017

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9


Poland Warsaw

Poland Warsaw

CEE Shared Services and Outsourcing Directory

BPO Accenture Tel.: 22 349 70 00 | Number of employees: 700+ | Business type: BPO | Services offered: F&A BPO, Marketing BPO, Industry Specific BPO, Application Outsourcing, Infrastructure Outsourcing Edyta Gołaszewska, Head of BPO Operations, Poland

BPO ArchiDoc SA (Grupa OEX) Tel.: 22 377 10 00 | Date started: 1994 | Number of employees: 1000 | Business type: BPO | Services offered: Sales support, Back office & document management, E-business, Call & contact center, Non-core logistics Konrad Rochalski, CEO

Asseco Business Solutions SA Tel.: 22 702 89 00 | Services offered: BPO/ITO Wojciech Barczentewicz, President of the Board

| Date started: 2000 | Number of employees: 4614 | Business type: BPO | Services offered: BPO:IT Services/Software Development, Data Analytics, Customer Support Matthieu Fersing, Head of Infrastructure and Data Management Atos Global Delivery Center Poland; Piotr Krzysztofik, Head of Business & Platform Solutions Atos Global Delivery Center Poland

SSC Avon Global Shared Services Tel.: 48 22 335 0501 | Date started: 2005 | Number of employees: 70+ | Business type: SSC | 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. Aleksandra Wysocka, Transformation Manager

SSC Biogen | Date started: 2017 | Business type: SSC | Services offered: not confirmed that operations will be in Warsaw Andrzej Slowikowski, Enterprise IT

SSC AstraZeneca Pharma Poland

SSC BNP Paribas Securities Services Poland

Tel.: 22 874 35 00 | Business type: SSC Bartosz Bednarz, President of the Board

Tel.: +48 22 386 11 00 | Date started: 2010 | Number of employees: 750 | Business type: SSC | Services offered: SSC: Pension/Investment fund Accounting/Admin; Fund Dealing Services Richard Piskorz, Head of Operations, Asset & Fund Services, Poland; Andrzej Szadkowski, Location Manager, Poland

BPO Atos Tel.: +48224446500

BPO Capgemini Polska Tel.: 224647132 | Date started: 1996 | Number of employees: 6370 | Business type: BPO | 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 Marek Grodziński, Vice President, Head of European Delivery Centers Services, Capgemini

SSC Cargill HR Shared Services | Business type: SSC | Services offered: HR Katarzyna Wieczorek, EMEA HR Migration Lead

SSC Carlson Wagonlit Travel | Business type: SSC | Services offered: new SSC being set up in Warsaw Krzysztof Mikstacki, HR Director

SSC CBRE Corporate Outsourcing Tel.: 22 444 95 00 | Date started: 2008 | Number of employees: 350 | Business type: SSC | Services offered: F&A, Data administration, Real estate asset management Barbara Huss-Kaniewska, Senior Managing Director

SSC Citi Service Center Poland | Date started: 2005 | Number of employees: 4045 | Business type: SSC | Services offered: F&A, HR, Legal Services, AML

Most unique services provider – Poland

Winner

PwC Polska, Financial Crime Center of Excellence CEE

Shared Services and Outsourcing Awards

10

2017

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2017


Warsaw Poland

SSC Colgate – Palmolive Services (Poland) Sp. z o.o. Tel.: 22 328 21 00 | Business type: SSC | Services offered: F&A, Customer Services, Logistics, Data Management William Pellicciotti, Center Lead & Finance Director

BPO Connectis Sp. z o.o. Tel.: +48 22 222 5000 | Date started: 1995 | Business type: BPO | Services offered: IT Services/Software Development Rafał Dąbkowski, Business Unit Director

SSC COTY POLSKA SP. Z O.O. Tel.: +48 22 431 0 431 | Business type: SSC Dariusz Szaluga, REGIONALNY KIEROWNIK SPRZEDAŻY

SSC CREDIT SUISSE (Poland) (Center of Excellence) | Date started: 2015 | Number of employees: 400+ | Business type: SSC | Services offered: 2nd CS office after Wroclaw. F&A, HR, Procurement, Customer Service, Financial Services, Knowledge Process

Outsourcing, IT Support, Reporting, Design & Publishing Services

| Date started: 2016 | Business type: SSC Maciej Piwowarczyk, Director | Global Business Services

SSC Danone IT Competency Center EMEA Tel.: 22 860 8484 | Business type: SSC | Services offered: IT Magda Dybska-Tabor, HR Director Poland&Baltics at DANONE

DLA Piper Global Service Center

SSC Dentons Business Services EMEA

First Data Polska S. A.

| Date started: 2016 | Number of employees: 75+ | Business type: SSC | Services offered: SSC for Dentons European offices. IT, F&A, HR, Marketing and Business Development Piotr Macieja, Site Director

| Number of employees: 180 | Services offered: Card transactions Izabela Wysocka-Mazur, Office Manager

| Date started: 2015 | Services offered: SSC: F&A, HR, IT and Marketing Paulina Bednarczyk, Head of GSC

SSC Goldman Sachs Technology Tel.: 22 449 29 71 | Number of employees: 300+ | Business type: SSC | Services offered: SSC primarily for IT development but with broader expansion plans Michael Kennedy, Executive Director

SSC Deutsche Services Polska Tel.: 48 22 579 8985 | Business type: SSC | Services offered: F&A Anna Jankowska, Director

Devonshire sp. z o.o. Tel.: 22 820 93 60 | Number of employees: 60+ | Services offered: BPO Beata Pucyk, Divisional Manager - Temporary & Outsourcing

Grant Thornton FPA Outsourcing sp. z o.o. Tel.: 22 205 48 00 Monika Smulewicz, Managing director

SSC Discovery Polska Sp. z o.o. Tel.: 48 (22) 365 1057

CEE Shared Services and Outsourcing Directory

SSC CocaCola Global Poland Services sp. z o.o. Tel.: 22 112 36 40 | Business type: SSC Lana Popovic, General Manager

11 2017

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Poland Warsaw

Manager’s Profile

Generally, we consider that some parts of our operation can be outsourced when the processes are mature (standardized) enough. Availability of resources on the local market and talent pool, with language capabilities. Willingness of SSC employees to follow process changes, and even to drive changes. As the local market is rather favorable to employees ( constant big demand) changes are not perceived as a risk of losing a job. So our current position in Krakow is perfect to drive process changes and improvements. The local market is rather flexible, so it allows to really impact the business case. In our Center, the business case (costs/services) is becoming more and more favorable as time passes. Improvements needed: A little bit lack of leadership and self-permission to challenge processes and habits. This is not a natural skill in SSC, and has to be constantly developed. Customer service attitude needs to be developed as well, in relation with leadership.

Herve Hachet

CEE Shared Services and Outsourcing Directory

Director Amer Sports Financial Shared Services Parent Company: Amer Sports (Finland)

12

Please provide a few sentences about what your company is doing in CEE? Our Shared Service Center, based in Krakow, is serving 40 Amer Sports entities throughout Europe and North America. Our Center is an internal Shared Service Center, performing Finance and Accounting transactions including compliance, and developing IT helpdesk and SAP support . Our Center opened in 2012 and employs 150 professionals. Recent activities include Continuous Improvement, Change Management, and Robotic Process Automation. Explain why your company set up operations in the specific city and any specific factors that influenced the company’s decision: Amer Sports is owning several strong sports brands like Salomon, Suunto, Wilson, Atomic, Arcteryx and Precor, so there was a need for more Group integration of support function like Finance and accounting. As it was the first initiative for global functions inside Amer Sports, Krakow was chosen taking into account the maturity of the local market and availability of local talent. How will you develop in the next 2-3 years? During the first 3 years, our Center was transferring and performing financial transactions that were performed originally

in the local business entities. Over the last two years, a huge transformation program was set up to harmonize and standardize financial processes in order to improve transparency and efficiency. This program included Continuous Improvement set up and Robotic Process Automation. Do you provide external services to unrelated companies. If you are a captive/SSC, which parts are possible to be outsourced, or taken over by BPO providers?

Specific cost savings that your firm has achieved? Savings achieved are 3,5 million euros per year. First year of continuous improvement 25 % of efficiency achieved in 2015. Additional 800,000 euros savings. Second and third year of continuous improvement including start of robotics 13% efficiency per year, allocated to absorb more transactions with the same level of FTEs.

Herve has a background as Chief Accountant in France, working in a supermarket company for 20 years. Head of Salomon HQ accounting team in France for 10 years, and now SSC Director for Amer Sports Group (owner of Salomon brand ) since 6 years.

SSC Jones Lang Lasalle Group Services Sp. zoo

BPO Lionbridge Poland

| Date started: 2007 | Number of employees: 165 | Business type: GBS/CoE | Services offered: F&A Bjorn Dumortier, Director Financial Services Group

SSC KMD Poland

Tel.: +48 22 397 00 21 | Date started: 1990 | Number of employees: 665 | Business type: BPO | Services offered: IT Services/Software Development, Data Analytics/Management, R&D Jacek Stryczyński, VP, Country Head, GDC Poland & Slovakia

Tel.: 222106610 | Date started: 2014 | Number of employees: 50+ | Business type: SSC | Services offered: IT Services/Software Development Jens Brinksten, CEO

SSC Marsh & McLennan - HR Shared Service Center

Mettler-Toledo sp. z o.o.

| Business type: SSC | Services offered: HR Malgorzata Bogucka, Director – MMC HRSS Continental Europe, Middle East & Africa (CEMEA)

Tel.: 22 440 67 00 | Services offered: SSC: F&A Małgorzata Awdziejczyk, Head Shared Business Center

SSC Linklaters Poland Sp. z o.o.

BPO Mazars Polska Sp. z o.o.

Tel.: 603800903 | Date started: 2014 | Number of employees: 10+ | Business type: SSC | Services offered: Legal, F&A, Data Analytics/ Management, Customer Support/Call Centre/ Telemarketing, Legal Services Małgorzata Stachowicz, Shared Service Centre Manager

| Date started: 1992 | Number of employees: 200 | Business type: BPO | Services offered: F&A, HR/Payroll Monika Nowecka, Partner

Mellon Poland Sp. z o.o.

Jacek Szewczyk, HR Director at Mellon Poland

Mercer Tel.: 22 456 40 20 Malwina Raducka-Sakwerda, Analytical Support Team Manager – Europe, MEA & LATAM

SSC MMC Eastern Europe Accounting Operations Tel.: (22) 456 42 00 | Date started: 2015 | Number of employees: 200+ | Business type: SSC | Services offered: SSC: F&A, IT for EMEA Agnieszka Wladysiak, Head of Operations

| Date started: 2006 | Number of employees: 834 | Services offered: BPO: IT, Call center, Outsourcing

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2017


Warsaw Poland

Manager’s Profile

Maciej Przybyłowski Head of Financial Crime Centre of Excellence PwC Polska Sp. z o.o. Warsaw, Gdańsk Parent Company: PWC

Please provide a few sentences about what your company is doing in CEE? PwC Financial Crime Center of Excellence in Gdańsk provides services to external international clients. Our main focus and area of expertise is supporting global financial institutions in combatting financial crime in line with the relevant regulatory requirements. Our scope of work includes complex Anti-Money Laundering remediation projects and ongoing support in day-to-day business operations. Our CoE performs activities related – but not limited to – Know Your Customer, Transaction Monitoring and FATCA tax form validation. Established in 2014 in Warsaw and expanded to Gdansk in 2015 with a team of 30 analysts, the CoE has experienced a significant growth ever since, becoming a proven, innovative and quality- and cost-efficient service delivery location. Now, with more than 250 experts already onboard, we plan to hire another 150 people by the end of 2018. Explain why your company set up operations in the specific city and any specific factors that influenced the company’s decision: When working on location study for the purposes of setting up the Center of Excellence, the main factors taken into consideration were: attractiveness and diversity of the local labor market, availability of modern office space with expansion potential and good infrastructure – including an airport with connections to main European cities. We considered 3 cities in Poland

(including tier 2 and tier 3) and Gdańsk has proven to be the right location. The larger Tri-City agglomeration is one of the country’s largest higher education centers, ranking high in the quality and number of both local and international students, with good language skills. Moreover, the region is top-ranked in terms of quality of living, which becomes a very important factor for our existing and future employees. In fact, we observe an increasing number of experienced employees who are willing to relocate to Tri-City from other locations in Poland and CEE. How will you develop in the next 2-3 years? We have been growing rapidly in the past two years, broadening the scope of our services, expanding the number of staff and bolstering our client base. We plan to continue growing in the coming years in a response to the increasing interest of our

Employee Issues. How has this changed in the last 1-2 years, and what are the likely employment issues expected during the next few years. We have grown from 0 to over 250 employees in the last two years. We have managed to hire both experienced AML specialists and college graduates willing to develop their careers in the financial crime area. As in many other cities in Poland, we have seen an increasing number of new market entrants and those already present in the market constantly expanding in scale. Since we have constant inflow of well-educated talent, I can say we operate in a fair competition environment. We have developed a robust skills-based recruitment model to be able to source well-educated and highly-skilled employees from both local, regional and also international markets. Approximately 15% of our employees are foreigners; we also speak over 20 languages. Our expert training and certification curriculum along with clearly defined career paths for all employees support our retention efforts. Maciej has over 16 years of professional experience gained in international, financial and commercial institutions. Prior to joining PwC in 2016, he held various leadership roles in Citigroup, GE Capital, and Orange. Maciej developed international experience in diverse business and cultural environment in several CEE Countries (Poland, Slovakia, Russia and Romania), in sales, operational management, new business start-ups and expansion, business development, restructuring and post-merger integrations.

CEE Shared Services and Outsourcing Directory

existing and prospective clients. We also recognize that future growth will not only depend on increasing the number of employees, but also on developing innovations and technology, including the wider use of RPA and AI solutions. Undeniably, technology and innovation already play a significant role in the financial regulatory sector and will continue to gain importance in the coming years.

Winner SSC of the Year – Poland

AmerSports CEE

Shared Services and Outsourcing Awards

2017

2017

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Poland Warsaw

Manager’s Profile

Alexander Ticehurst

CEE Shared Services and Outsourcing Directory

Managing Director, Gdansk General Manager, Head of GS Off-Shore Fund Accounting State Street Bank International GmbH, Poland Branch Krakow and Gdansk Parent Company: State Street Corporation, Boston

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3 specific bits of advice to other firms considering setting up SSC/BPO operations in CEE: Establish a strong management team early in the process. Hire experienced HR leads to navigate local regulation. Focus on staff engagement.

There is a need for local authorities to provide more support and involvement in helping to attract, integrate and retain foreign nationals as well as enable a more effective integration of expats within local communities. Examples include but are not limited to: English speaking documents and employees at registration offices. Secondly, there is a need for closer business – education cooperation with a view

Please provide a few sentences about what your company is doing in CEE? Since our entry into the European market in 1970, State Street has built a strong presence in the region and today now has approximately 10,000 employees throughout Europe, the Middle East and Africa. Our local expertise enables us to offer clients a complete range of financial services across the investment spectrum. Since establishing our Kraków operation in 2007, we’ve grown rapidly and now employ more than 3,500 local professionals in two locations – Kraków and Gdansk. Our employees provide a range of complex investment servicing solutions, including end-to-end investment fund accounting, derivatives processing, securities valuation, financial reporting and hedge fund administration, middle office, transfer agency, private equity and real estate, enterprise risk management, anti-money laundering (AML) and investment compliance. Explain why your company set up operations in the specific city and any specific factors that influenced the company’s decision: In 2007, we established in our first office in Kraków, Poland office in order to: Expand support for European-based clients by building scope, scale and revenues outside the US. Build capacity in Europe to support client expansion and development by breaking through specific location constraints. Implement client service enhancements by standardizing our global operating model. In advance of entry to Krakow and later before Gdansk office opening, State Street performed an extensive regional analysis of potential sites which included evaluation against several criteria such as real estate, infrastructure, and market competition. Two of the most fundamental search criteria were also the availability of potential workforce in the new location and the access to university well-educated candidates. Political and economic stability were included amongst other factors. How will you develop in the next 2-3 years? The range and complexity of services have increased whilst low-complexity activities have been transferred to Asia.

Employee Issues. How has this changed in the last 1-2 years, and what are the likely employment issues expected during the next few years. State Street has dynamically grown from 72 employees in 2007, through to 2200 in December, 2015 to more than 3500 staff presently and has plans to increase this number by end of 2018. There are many impressive things about the local workforce including a very strong work ethic, a desire to succeed, high levels of education and ambition. Biggest surprises about setting up or operating SSC centre in CEE: We were very positively surprised by how quickly we were able to hire and grow after initially setting up operations. The strong pipeline alongside an ability to consistently deliver a very high standard of service helped us build a strong reputation and increase demand for further expansion in Poland. Improvements needed:

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to ensuring students gain both theoretical and practical knowledge during their studies. Specific cost savings that your firm has achieved? Owing to introduction of hot-desking and flex-work arrangements State Street has increased its capacity by 15%. Alex began his career at State Street in Boston over 17 years ago and has since held managerial and leadership positions in a number of locations including Cape Town, London and Krakow. After 7 years in Krakow, Alex relocated to Gdansk to lead the opening of the new office location in January, 2016. As General Manager in Gdansk, he provides local oversight and governance over the Gdansk management team, support and corporate functions as well as representing State Street in local market forums, universities and business associations. He is Poland’s Global Services Off-Shore lead with responsibility for a team of over 700 staff providing a range of financial services for clients based in Luxembourg, Ireland, and Switzerland.

2017


Warsawa Poland

Winner

SSC of the Year Poland – Global Financial Services

Citi Service Center Poland Citi logo_cmyk.pdf

CEE

Shared Services and Outsourcing Awards

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SSC MoneyGram

SSC Oriflame Global Shared Services Finance

SSC PGNiG Serwis Sp. z o.o.

Tel.: 22 440 6825 | Business type: SSC | Services offered: F&A, HR, IT Andrzej Wilk, Senior Vice President, Shared Services

| Date started: 2010 | Number of employees: 100+ | Business type: SSC | Services offered: F&A for 19 European subsidiaries. Pawel Pietruszewski, Vice President Finance

Tel.: (22) 587 50 35 | Business type: SSC | Services offered: SSC for this statecontrolled energy group Jacek Ziębacz, President of the Board

OpusCapita sp. z o.o.

SSC Pandora Jewelry Shared Services

Tel.: + 48 22 461 25 00 | Services offered: BPO Jarosław Tkaczyk, Managing director

Tel.: +48 22 206 5800 | Date started: 2012 | Number of employees: 150 | Business type: SSC | Services offered: F&A Robert Schneyder, Head of Shared Services

CEE Shared Services and Outsourcing Directory

2017

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Poland Map

Szczecin arvato Bertelsmann BL Stream brightONE Coloplast Business Centre Contact Center Convergys CSP Customer Services Polska Dansk Supermarked

Bydgoszcz DGS Business Services GaveKal Genpact Genpact PL Huuugegames Magemar Polska Marine Technology Centre Co. Metro Services PL Mobica

Netto PJM - Shipping & Trading REC Global Tieto Poland TietoEnator Unicredit Business Integrated Solutions Unizeto

CEE Shared Services and Outsourcing Directory

Poznań A. Schulman Addconnect Contact Center ADM Administration Personnel Services Alma (Systemy Informatyczne) Alphanumeric Systems Europe Arvato services BAE Systems Banach Outsourcing Bridgestone EBS BZ WBK Obszar Direct Banking Carl Zeiss Carlsberg Shared Services CenturyLink Poland Ciber Cleeng Cognifide Contact Center Deloitte BPO DFDS Polska Duni EFF Elavon Merchant Services Enea EXIDE Technologies SSC Finnchat Franklin Templeton Genpact PL GFT GlaxoSmithKline Grace

Grant Thornton Frąckowiak HedgePole (Polska) Holicon Holiday Check Huawei IKEA Shared Services Intitek Intitek Jeronimo Martins Polska John Deere Kennametal Kerry Logistics Services Kleffmann Lina Medical Group SSC Lorenz MAN Accounting Center Mars Finance McKinsey Emea Mentor Graphics Newell Rubbermaid O-I Business Service Center Open Text Opera Software (d. BenQ) Osram Pepco Polaris Laboratories Europe Printing International Polska Propex Services Group Roche IT Service Centre Rockwool Saavis

Samsung Electronics Polska R&D Center Savvis Seargin Selvita Sii Starter Starter Truck Services Steel Construct Sysnet Global Solutions Talex Telcordia Technologies (part of Ericsson) Veolia Centrum Usług Wspólnych Volkswagen Poznań W.R.Grace Wavin Polska Wikia ZETO Luboń OEX Business Services External Services Robakowo Raben Polska (Sea & Air) Złotniki CEDC International

ABB Oddział w Łodzi Accenture ACS Solutions Poland/Xerox Adaptive Solutions & Advisory Group Agreeya Mobility Poland AMG.net Arynga Atos Origin Bank Pekao SA Barry Callebaut BMS BNP Paribas Cardif Services Bosch&Siemens BRE Centrum operacji BSS - Business Support Solution Centrum Bankowości Bezpośredniej CERI International Citi Handlowy Clariant Polska Sp z o.o. Contact Center Cybercom Poland

Dalkia Services (Łódź Office) DHL Express Dimar Ericpol Telecom Faurecia Fujitsu Technology Solutions GE GE Power Controls Indesit Infosys BPO Intergraph INTERsoft LSI Software Mbank McCormick Shared Services Mobica Nordea Bank Philips Pixel Technology PKP Energetyka Polkomtel Poyry

Zielona Góra ABD

SoftServe 3M SSC EMEA ACN Acturis Poland Axiom Law Balluff BD Birlasoft BL Stream BNY Mellon brightONE C.H. Robinson Poland Capgemini, Software Solutions Center Ciklum Cogniance Credit Suisse (Poland) CRISIL Global Research & Analytics CSS Corp Descom Diehl Controls Dolby Poland Enabledware Espotel Poland Etteplan Poland EY Global Services Poland Fagor Mastercook Fresenius Kabi Business Services Geoban (Santander) getsix

Livingston Poland Logon Mobica Limited Oponeo OPTIMO-INVEST Postdata Przedsiębiorstwo Informatyki ZETO Bydgoszcz PZU SDL Poland Soft Blue Sunrise System T Komp TEL-DAT Teleplan Polska

Lębork

Benecke Kaliko

Kostrzyń Wlkp.

Gdynia Sopot Gdańsk

Scala Plastics Poland

Prudential Randstad Payroll Solutions Rule Financial Samsung R&D Sanitec SSC Scanaqua SUM Ltd. T-Mobile Takeda SCE Target BPO Tate&Lyle Technitel Teleca TomTom TRADENET Transition Technologies Unicredito UPS Global Business Services Veolia Environnement Whirpool EMEA XEROX ZETO

Ciechanów Toruń

Bydgoszcz Kostrzyń Wlkp.

Axxiome Polska Bright Coders' Factory Capgemini, Infrastructure Services Ista Opta data PZU/PZU Życie Sindbad

Katowice 4EverNET Alan Systems Alba Polska Aldec ADT Asseco Systems Bombardier Shared Services CapGemini Polska COIG S.A Contact Center CYCLAD Polska Delloitte BPO DisplayLink Dunlop Conveyor Belting Ericsson GSDC Ernst&Young FIAT Services Polska

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Mława

Wągrowiec

Robakowo Złotniki

Poznań

Czosnów

Luboń

Zielona Góra

WARSAW Łódź

Legnica

Wrocław Opole

Konstantynów Radom Częstochowa

Bytom ice

Gliw Opole

Elbląg Olsztyn

Tczew

Szczecin

Hans-Jürgen Schmidt Polska Remy International Research & Engineering Center Santander Consumer Bank Siemens AG Sii SMT Software Soenen Polska Softsystem Techland Tequila Mobile Tieto Poland Sp.z o. o. Toyota Motor Europe Transition Technologies UBS UNIT 4 TETA UPS Global Business Services Polska UTC Aerospace Systems Viessmann Volvo Wabco West Wood Product International Western Equipment for Sports and Other Technologies Polska Wipro XL Catlin Xylem Shared Services

Nordea IT Centre Sony Pictures Global Business Services ThomsonReuters Europe SA WNS Global Services (UK) Ltd. Young Digital Planet

ADVA Optical Networking Asseco Poland SA BEST DNV GL – Global Centre Shared Services FIN Flugger Misys

TIM Outsourcing

Legnica Global e-Business Operations Google Gorilla Group Hicron HP Global e-Business Operations IBM Global Services Impel Infor Center of Excellence Infusion JP Weber KPIT Cummins Kruk Luxoft McKinsey & Company Poland Merck Nokia Solutions and Network Objectivity Bespoke Software Spec Ocado Technology Opera Software Parker Hannifin QAD Qatar Airways QIAGEN Business Services REC Global Red Embedded Group Redknee Poland

Gdynia

Toruń Allegro IT Center Cemtel CTDP Cyfrowy Polsat Grant Thornton OpusCapita Telbridge Telmon

Lębork Wągrowiec

Łódź

Wrocław

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Alcatel - Lucent Polska Asseco Poland Atos IT Services Bank Pocztowy Bank Pocztowy – Centrum Operacyjne Bazy i Systemy Bankowe Bibby Financial Services Centrum Obsługi Biznesu Contact Center Eniro Polska Genesys Telecommunications Laboratories Jabil Global Services Poland Kujawsko-Pomorskie Regionalne Centrum Korporacyjne PEKAO

Bytom Contact Center Liberty Chorzów Biuro Projektowania Systemów Cyfrowych (BPSC) BSS Polska OEX/Archidoc

Gliwice

w Kielce ó z r Cho Dąbrowa Górnicza Sosnowiec

Katowice Bielsko-Biała

Cracow

Oświęcim

Ruda Śląska Future Processing Ista Shared Services Arteria Tenneco Chorzów TRW Automotive BSS Polska Wasko

GDF Suez - Tractebel Engineering IBM ING Services Poland Katowicki Holding Węglowy Kroll Ontrack Mentor Graphics Northgate Arinso PERFORM MEDIA POLAND Sp z o. o. Proximetry PwC Service Delivery Center Poland Randstad Polska (Katowice) Rockwell Automation Sii

Sms Metallurgy Polska Steria TELE-FONIKA Kable Teleperformance Germany Tenneco Timken Unilever Webanywhere Wincor Nixdorf ZETO Katowice

Bielsko-Biała Avio Centrum Finansowo-Księgowe Grupy Żywiec Cooper Standard Automotive Polska EnerSys Fiat Services Polska Universal Agent – Grupa DataContact

Sosnowiec Argus

Oświęcim Synthos

Częstochowa TRW Automotive

Dąbrowa Górnicza ArcelorMittal Shared Services Centre Europe DHL Logistic Wipro

2017


Map Poland

Gdańsk

Elbląg Best InfoPower

Tczew Vitax

Competence Call Center ENERGA Centrum Usług Wspólnych EPAM Systems (Poland) Fineos Software Service Centre FUJIFILM Europe Business Service Goyello Gratka Technologie Hempel A/S Humax Intel Technology Poland

Acxiom Global Service Center Polska Arla Global Financial Service Centre Sp. z.o.o. Asseco Ausy Bank BPH/GE Capital Bayer Service Center Gdańsk CCC – Competence Call Center AG Cognizant Technology Solutions

Gdansk Intitec Jeppesen by Boeing Kainos Software Poland Kemira Gdańsk Lufthansa Systems Metsä Group Services MOL (Europe) Central Support Unit Nearshoring Solutions Nordic Services OIE Support OKE Software

PGS Software Playsoft Group Powel PwC Polska - Advisory Center of Excellence Ricoh Schibsted Tech Sigarden Sii Gdansk Solwit Staples State Street Bank Swarovski

Synopsys thyssenkrupp Group Services Gdansk Transcom Unifeeder UST-Global UTC Fire& Security Willis Wipro IT Services Gdansk XO Corporation

Warsaw Linklaters Poland Lionbridge Poland Marsh & McLennan - HR Shared Service Center Mazars Polska Mellon Poland Mercer Mettler-Toledo MMC Eastern Europe Accounting Operations MoneyGram OpusCapita Oriflame Global Shared Services Finance Pandora Jewelry Shared Services PGNiG Serwis Process Solutions

Connectis Coty Polska Credit Suisse (Poland) (Center of Excellence) Danone IT Competency Center EMEA Dentons Business Services EMEA Deutsche Services Polska Devonshire Discovery Polska DLA Piper Global Service Center First Data Polska S. A. Goldman Sachs Technology Grant Thornton FPA Outsourcing Jones Lang Lasalle Group Services Sp. zoo KMD Poland

Procter&Gamble Global Business Services PwC Polska PZU Centrum Operacji Randstad Payroll Solutons RBS Global Hub Europe Samsung Electronics Poland Schneider Electric - EMEA Finance Shared Services Sii SIX Payment Services (Europe) Stanley Black & Decker Inc Teleperformance Polska TMF Group TNT Express WW (Poland) Velux Global Business Services Wipro IT Services Poland

Xerox Zoetis Polska

Białystok BIT Białystok Branch Quburst Poland SMT Softaware Transcom Worldwide Poland

Białystok Radom

Nadarzyn

Centrum Przetwarzania Danych Ministerstwa Finansów Telbridge Radom

MAN Truck & Bus Polska

Nadarzyn

Konstantynów Łódzki SISA Polska

Lublin Asseco Business Solutions Britenet Genpact Poland Infinite Open Finance CC ORANGE POLAND Phlex Global

Lublin Sandomierz

Rzeszów

Rzeszów

Cracow

Asseco Poland Region Rzeszów Centrum Usług Finansowych ACP Pharma ContactPoint Cross Jeans Deloitte Central Europe Business Services

ABB IT ACS Xerox Affiliated Computer Services of Poland AFS Akamai Technologies Alexander Mann Solutions Poland Sp. z.o.o. AMER SPORTS Amplexor Amway Business Center Europe Aon Hewitt Apriso Arrow ECS AVEREAST GROUP AZSoft S.A, Contact Center Barona HR Services Brown Brothers Harriman Capita Polska Capnor Poland Cathay Pacific Airways Limited (S.A) Oddział II w Polsce CGI Information Systems and

2017

PKO BP Proama Sii Transition Technologies

Kielce

Sandomierz NSG Center Hamilton Sundstrand Mobica Ltd OPTeam PGE Obrót Pratt&Whitney Reslogistic Systemy Informatyczne Set(h)

Management Consultants CH2M HILL Chatham Financial Cisco Systems Poland Clifford Thames Comarch Contact Center Contact Center Cushman&Wakefield Polska Deloitte BPO Delphi Centrum Techniczne (TCK) DeltaVista Poland DreamLab Ecolab EDF Electrolux Centrum Księgowo-Finansowe Element14 EPAM Systems Ericpol Telecom ESET Euroclear Bank Euroscript Poland

Unicall Communication ZETO-Rzeszów

Exult Flying Fish FQS Poland (Fujitsu) Genpact Genpact PL Getinge Shared Services Globallogic Google Operations Centre Grid Dynamics Guidewire Software Hays Center Of Excellence HEINEKEN Global Shared Services Herbalife EMEA Finance&Operations Service Centre Hewitt Associates Hitachi Data Systems HSBC Service Delivery IAG (International Airlines Group) IBM IG Group Iloop Mobile innogy Business Services Polska

Albit ALBIT Usługi Informatyczne Altar APR System BC&O Polska Biomedic INFO Biurex Centrum Systemów Komputerowych ZETO Comarch International Paper Kenexa Kerfs Polen Lastminute Lufthansa Global Business Services Lumesse Lundbeck Lurgi Poland Luxoft Poland Metrosoft Poland Modis Motorola GSC Ocado Technology Poland Pearson Perkin Elmer Philip Morris International Service Center Europe Pliva Cracow PNO Consultants Premier Farnell (Element 14) Quorum International QVC Global Business Services Rolls Royce Marine

Kolporter INFO SA PKP Informatyka Telbridge Transition Technologies – Poland Solution Center

RR Donnelley European Shared Services Center SAB Miller Shared Services Sabre SSC Sappi Shared Services Schibsted Tech Polska Sefanini CBI Copernicus Selvita Xerox Business Services Serco Shell Shared Service Centre Poland Sii Software Mind Solar Winds Stefanini TechTeam Global Teleinvention Tesco Poland Uber - Center of Excellence UBS Service Centre (Poland) UPM Kymmene Vesuvius (Cookson) WilsonHCG

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Accenture ArchiDoc SA (Grupa OEX) Asseco Business Solutions Transcom Worldwide Poland AstraZeneca Pharma Poland Atos Ciechanów Avon Global Shared Services Contact Center sp. z o.o. Biogen BNP Paribas Securities Services Mława Poland Contact Center sp. z o.o. Capgemini Polska Cargill HR Shared Services Czosnów Carlson Wagonlit Travel CBRE Corporate Outsourcing Soudal Citi Service Center Poland CocaCola Global Poland Services Colgate – Palmolive Services (Poland)

Olsztyn

Wyse Technology Xceedance Xerox Business Services Zeitmann Zurich Insurance Group Skawina CEZ Polska Shared Service Center Zabierzów HCL Poland

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17


Poland Warsaw

Manager’s Profile

David John Deane

CEE Shared Services and Outsourcing Directory

Sales Bid Director Fujitsu EMEIA Fujitsu Łódź Parent Company: Fujitsu, Tokyo, Japan

Please provide a few sentences about what your company is doing in CEE? As part of its expansion plans, following an 18 month project to find the most suitable location, Fujitsu decided on setting up a Center in Poland, more specifically, in Łódź. This start up in 2008, began from zero heads (I was employee number one) and is now fast approaching 2000 – quite exponential growth which has required an extremely strong, focused workforce. Whilst the original focus was on IT service desk operations, the center now has a RIM department (Remote Infrastructure Management which provides 2nd and 3rd line support) an R&D Unit (Research and Development), Service Delivery Management (supporting all ITIL functions) and a BPO unit providing financial services internally within Europe.

3 specific bits of advice to other firms considering setting up SSC/BPO operations in CEE: Ignore the maxim that CEE is simply cheap and your P&L will benefit: open your mind to the fact that there is huge skill potential in the region. Choose your location carefully to avoid saturated areas which will challenge your attrition rates. Work with your local authorities and government: this will give unexpected positive results.

Explain why your company set up operations in the specific city and any specific factors that influenced the company’s decision: Setting up in CEE was a natural expansion to support the centre in Portugal: specifically Poland, provided an excellent pool of people with the appropriate language, IT and customer service skills. Once Fujitsu project team had decided on Poland, Łódź very quickly became the destination of choice due to its size and number of universities – this has proven to be the right decision given the growth and expansion into multiple lines of service. How will you develop in the next 2-3 years? I would say the business has expanded rather than changed. Service Desk is still the cornerstone of operations but RIM, R&D, Service Delivery Management and finance BPO are all testament to this expansion. The future: absolutely nothing is off the table and there is every intention to continue with growth and additional services – nothing confirmed as we work thru the MTP’s but I would say: “watch this space”.

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outsource any of our services. Customers, both internal and external are very focused on Fujitsu providing from within so I do not anticipate any take-over talks in the coming years.

Do you provide external services to unrelated companies. If you are a captive/SSC, which parts are possible to be outsourced, or taken over by BPO providers? No is the answer to the first question and as of today, there is no intention to

Employee Issues. How has this changed in the last 1-2 years, and what are the likely employment issues expected during the next few years. In the last 2 years, the center has doubled in size. This increase will continue but it is difficult to predict exactly how many as this depends on winning new business – there is currently a very healthy pipeline of potential customers so, I would say, growth is inevitable amd in my current role, my driving force is to win this business against strong competition. With regards employee skills, Poland is very much ahead of the curve in the training of its people through its fine universities and increasingly, a strong management workforce is coming through the system. With regards benefits, of course, the workforce is very mobile,

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therefore Fujitsu has happily introduced a number of retention programs. Finding the right IT skills is more challenging as Poland continues to grow in the IT sector although the bigger issue Fujitsu has is finding people with the right language skills: English is fine but German and others are increasingly difficult. Biggest surprises about operating SSC centre in CEE? Positives: Skills of the workforce: with any project such as setting up a centre, one is reliant on the information provided. I am pleased to say that Łódź has never disappointed and we have a strong, skilled workforce. Work ethics and desire to grow: all staff want to continue on their learning journey and as Fujitsu has expanded its operations, this has proven invaluable. Support from the local authorities. Improvements needed: Tough one: how to improve perception of CEE in the West: we are not just cheap and cheerful but have real skills to offer. Paperwork – needs automation. Sounds a small point but this takes up so many people’s time. Law needs to be looked at. Universities seem entrenched in old ways of doing things and should see international companies as more of a partner. Specific cost savings that your firm has achieved? This is a moving feast and will depend on the specific customer. In hard numbers, placing business within CEE (Poland) will generate savings from 10% to 50%. Business lines will vary, so R&D as an example can realize savings of 75%. These numbers are comparing business in Poland versus the west of Europe e.g. Germany, France and UK. Started in Fujitsu in 1999 with a focus on management rather than IT – how to grow and realize people’s potential whilst delivering an excellent service to our customers. As Operations Manager in the UK, I led 12 accounts across the entire UK. In 2008, I was asked to help open the centre in Łódź and, rather than the original 3 month assignment, I ended up staying to realize everything mentioned above. Last year, I was asked to assume a more global role as sales Bid Director, helping win new business across the entire EMEIA region.

2017


Warsaw Poland

Manager’s Profile

Matthieu Fersing Head of Infrastructure and Data Management Atos Global Delivery Center Polska Bydgoszcz, Warsaw, Wroclaw, and Krakow Parent Company: Atos SE (France)

Please provide a few sentences about what your company is doing in CEE? Atos is a global leader in digital transformation with approximately 100,000 employees in 72 countries and annual revenue of around €12 billion. The European number one in Big Data, Cybersecurity, High-Performance Computing and Digital Workplace, we provide Cloud services, Infrastructure & Data Management, Business & Platform solutions. Atos supports the digital transformation of clients across various business sectors: Defense, Financial Services, Health, Manufacturing, Media, Energy & Utilities, Public sector, Retail, Telecommunications and Transportation. The Group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and operates under the brands Atos, Atos Consulting, Atos Worldgrid, Bull, Canopy, Unify and Worldline. Atos SE (Societas Europaea) is listed on the CAC40 Paris stock index. Explain why your company set up operations in the specific city and any specific factors that influenced the company’s decision: Main GDC location is in Bydgoszcz, and we have extended with an additional building this year, and have opened centers in Krakow, Warsaw and Wroclaw. The reason why we are expanding and investing in

Winner

Employee Issues. How has this changed in the last 1-2 years, and what are the likely employment issues expected during the next few years. In Atos GDC in Poland, we have more than 4000 employees. We have a strong growth plan with more than 1000 new hires this year. On one hand it is always a challenge to get the right skills onboard, on the other hand we are investing heavily in internal projects such as Atos Academies and training to cope with the demand. Nowadays development opportunities and working on interesting projects are really important. Poland is mainly due to the large presence of highly-skilled engineers. People have strong education and know many foreign languages. As an international company, these are the most important factors to us. Do you provide external services to unrelated companies. If you are a captive/SSC, which parts are possible to be outsourced, or taken over by BPO providers? There is a clear shift from standard operations to engineering and transformation services. It is not about outsourcing anymore, but about our capacity to provide end-to-end services, from design and build to the run. We cover the full range of services, and will develop in this direction.

Biggest surprises (positive and negative) about operating SSC centre in CEE? Positives: We appreciate the support from local authorities, particularly in Bydgoszcz where we have strong relations with Universities and the Bydgoszcz Regional Development Agency. We also have good cooperation with PAIH (Polish Investment Agency) and it is essential if you are looking at setting up an SSC in Poland. Matthieu has extensive professional experience as Operations Manager in the Nexeya Group, where he worked until 2008. Then he continued his career as HR director in Sopra Steria and later as Director of the GDC. He works in Atos Poland Global Delivery since the beginning of 2016, as Head of Infrastructure and Data Management and Head of Automation for the GDC’s.

Business Centre Manager of the Year – BPO

CEE Shared Services and Outsourcing Directory

3 specific bits of advice to other firms considering setting up SSC/BPO operations in CEE: Be open minded and trust local experienced partners. Consider building right away strong career development and evolution to build employee loyalty. Seek advice and share feedback - everyone has the same challenges on the table.

Prabal Datta – Tata Consultancy Services CEE

Shared Services and Outsourcing Awards

2017

BPO Process Solutions Sp. z o.o. Tel.: 22 630 86 00 | Date started: 2007 | Number of employees: 22 | Business type: BPO | Services offered: Bookkeeping and Tax Compliance, Statutory and International Reporting, Payroll, Shared service centre

2017

support, Interim CFO, Chief Accountant and Loan Staff Steven Foster, Country Director

SSC Procter&Gamble Global Business Services Tel.: 22-590-9898 | Number of employees: 1300+ | Business type: SSC | Services offered: IT, procurement, F&A. Warsaw GBS is 2nd biggest in EMEA region. Piotr Biniewicz

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Poland Warsaw

Manager’s Profile

tional and lower-end tactical operations have been successful, I am seeing more advanced roles being staffed in the centers as talented employees start making inroads into the value pyramid. In the next years, we will continue seeing pragmatic and broader adoption of robotics and artificial intelligence based on OCR solutions in the region. Given the rapid growth of technology and service-oriented startups in the region, it is only natural that big business SSC’s will start working with local solution providers to innovate customized solutions. I can also see a few business trends scaling to global adoption after being prototyped in the region.

Sudheer Kaavil Valappil

CEE Shared Services and Outsourcing Directory

Site Director BD Shared Services Center Wroclaw Parent Company: Becton, Dickinson and Company (New Jersey, USA)

Please provide a few sentences about what your company is doing in CEE? We started our European Shared Services center in Wroclaw in 2012, primarily supporting EMEA operations. Over time the center has grown to be a truly multifunctional GBS site covering select global and COE services. Operations are built around the three focus areas of Customer, Supplier and Associate Services. Supported teams include F&A, Business Planning and Analysis, HR lifecycle, Customer Service, Supply Chain, E Commerce, Supplier Compliance and other smaller teams. The growth across the initial years was modest but very impactful. With a US$12 billion acquisition of Carefusion in 2015, there was a significant momentum in the growth of the center to 350+ employees currently. We have recently moved to a brand new technology enabled office building in Wroclaw where we intend to build a health-focused and engaging work environment. Explain why your company set up operations in the specific city and any specific factors that influenced the company’s decision: Key reasons behind the choice of location were access to highly educated and engaged workforce based on early mover success stories. Regular inflow of fresh graduates from Wro-

PwC Polska sp. z o.o. Tel.: +48 22 746 4000 | 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. Romek Lubaczewski, Director

SSC PZU Centrum Operacji Tel.: +48 (22) 582 42 28 | Business type: SSC | Services offered: SSC for this statecontrolled insurer

Randstad Payroll Solutons Sp. z o.o.

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Tel.: +48 512 352 179 | Number of employees: 120 | Services offered: HR or Payroll. Randstad Payroll Solutions (RPS) is a leading

claw universities with good English and other European language skills. Very professional and supportive local government. A vibrant city with cultural depth that supports good work life balance. How will you develop in the next 2-3 years? The CEE region and more importantly Poland is going through a Business Services boom over the past few years. Most of the centers who invested in the initial years have been expanding, and many second/ third tier cities that attracted little interest in the past have been actively attracting investors. I see the industry has matured significantly with more appetite towards Robotics, Business Intelligence, machine learning and other fast-evolving trends given the investments in cloud-based ERP solutions. Given that most of the transac-

provider of payroll calculation and administration of personnel files for Client’s employees. Katarzyna Plucińska, Managing Director

SSC RBS Global Hub Europe Tel.: +48 22 42272345 | Date started: 2007 | Number of employees: 1850 | Business type: SSC | Services offered: IT Services/Software Development, HR or Payroll, Data Analytics/ Management, Logistics/Supply Chain Calum Cooper, Head of Shared Services Europe

SSC Samsung Electronics Poland | Number of employees: 200 | Business type: SSC | Services offered: Software development for ICT& TV SAT

SSC Schneider Electric – EMEA Finance Shared Services Tel.: +48 (22) 3145519 | Business type: SSC | Services offered: F&A

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3 specific bits of advice to other firms considering setting up SSC/BPO operations in CEE: Build a long term value proposition - not just a short-term labor arbitrage model; test the validity of the model by engaging with some players already in the target market. Invest time and energy in building leadership layers smartly, since this is a people business and the onsite leadership who translate the global vision to the entry-level employees can make or break the model. Engage with the workforce, local government and universities early to ensure your approach to resourcing/policies are most optimal – iterate the model over the initial quarters to localize your practices without negotiating on corporate values/culture. Sudheer Kaavil Valappil is well-recognized for results in continuous innovation, complexity management, building strong governance and large scale transformations/MoC. Has been exposed to an array of global roles over 17+ years across the domains of finance, supply chain, IT, HR, customer service and sales operations.

Philip Woodburn, VP Finance Global Shared Services and Operations

Sii Sp. z o.o. Tel.: +48 22 486 37 37 | Date started: 2006 | Number of employees: 2700 | Business type: ITO | Services offered: IT Services/Software Development, HR, Data Analytics, Customer Support. Gregoire Nitot, CEO; Krzysztof Krężel, COO

SIX Payment Services (Europe) S.A. Tel.: +48 22 457 75 20 Artur Jakubiak, Head of HR

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

2017


Warsaw Poland

Manager’s Profile

Do you provide external services to unrelated companies. If you are a captive/SSC, which parts are possible to be outsourced, or taken over by BPO providers? We are in-house SSC for PKP Energetyka Group with potential for further growth in servicing external clients. We do not plan to outsource any of our operations.

Katarzyna Ogrodowska Head of of Shared Service Center PKP Energetyka Shared Service Center Ltd. Poland Parent Company: PKPE Holding Ltd.

3 specific bits of advice to other firms considering setting up SSC/BPO operations in CEE: Invest in experienced employees. Create an attractive work environment. Cooperate with local government and universities.

in Poland. Higher education institutions in Łódź recruit about 20,000 students per year in financial fields. In recent years local administration has engaged in investor support. During the SSC creation process, we could count on their support for staffing and location selection.

Employee Issues. How has this changed in the last 1-2 years, and what are the likely employment issues expected during the next few years. There are 120 people working at our SSC. We are looking for competencies in accounting and HR area. We are aware of competition on labour market in Łódź so we are trying to be perceived as an attractive company and good employer. Presently one of the most important requirements is to increase staff engagement in the new structure of organization. We cooperate with the University of Łódź in the organization of internships and holiday practice. We strive to attract the best students with initiative and willingness to develop and be a strong part of the team.

Explain why your company set up operations in the specific city and any specific factors that influenced the company’s decision: We are located in Łódź – an attractive city in the center of Poland with academic centers as a potential source of employees. Our need was centralization of support functions: finance, accounting, human resources, payroll operations. We considered many factors choosing best location for our SSC, among them was geographical location, availability of skills, and salary arbitrage. Łódź is one of the largest scientific centers

How will you develop in the next 2-3 years? In the next 2-3 years we will develop our operations looking for further growth in areas of IT or administration. We also still have a lot to do in process improvement and stabilization of process support. We will improve our client’s satisfaction by implementing process automation to gain a higher level of service quality.

BPO Teleperformance Polska Sp. z o.o.

Iwona Skwarska, Vice-president of the board

BPO Xerox Sp. z o.o.

SSC Velux Global Business Services

| Date started: 2003 | Number of employees: 225 | Business type: BPO | Services offered: IT, Managed Print Services Kinga Piecuch, President of the Board

Tel.: +48 22 468 70 00 | Date started: 1997 | Number of employees: 1000 | Business type: Other | Services offered: Customer Support/Call Centre/Telemarketing Mariusz Odkała, Chief Executive Officer

BPO TMF Group Tel.: +48 22 329 27 00 | Date started: 1995 | Number of employees: over 300 | Business type: BPO | 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 TNT Express WW (Poland) Sp. z o.o.

Tel.: +48 22 33 77 000 | Business type: SSC | 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. Jarosław Wojnarowski, Director, Global Front Office

BPO Wipro IT Services Poland Sp. z o. o. Tel.: 22 211 06 16 | Date started: 2012 | Number of employees: 100 | Business type: BPO | Services offered: Finance, Accounting, IT Services Ramesh Appadurai Phillips

Katarzyna joined PKPE CUW in the beginning of 2017, having previously worked for ENERGA Group, managing FA, HR and IT Shared Services Centers. She brings over 17 years of leadership experience in areas of Finance, HR and IT. Graduated from University of Economics in Poznan and Warsaw School of Economics. Member of CIMA (ACGA, CGMA).

SSC Zoetis Polska Sp. z o.o. Tel.: 48 22 223 48 00 | Business type: SSC Rohit Dhir, Europe Shared Service Center Director

Czosnów Soudal Sp. z o.o. Tel.: 22 785 90 40 Piotr Drzewowski, Prezes

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Tel.: 22 771 70 28 | Date started: 2014 | Number of employees: 450+ | Business type: SSC | Services offered: F&A

2017

CEE Shared Services and Outsourcing Directory

Please provide a few sentences about what your company is doing in CEE? PKP Energetyka Shared Services Centre (SSC) is a part of PKP Energetyka Group and based in Łódź. The company started business operating activities on November 2016. Centralized operating model provides standardisation of processes and practices across business units along with development of an effective performance culture. The SSC provides wide range of accounting and HR services for PKP Energetyka Group: accounting services, AR operations, debt collection, AP operations, fixed assets. We also provide HR and payroll support for 6.000 employees of PKP Energetyka Group. Currently there are 120 employees in SSC.

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Poland Warsaw

Manager’s Profile

Radek Mierzejewski

CEE Shared Services and Outsourcing Directory

Managing Director and Head of DFDS Polska DFDS Polska Poznan Parent Company: DFDS A/S, Copenhagen, Denmark

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Please provide a few sentences about what your company is doing in CEE? DFDS has been increasing its service capability footprint in the CEE region in both freight shipping and passenger ferry services as well as transport and logistics solutions. We have significant operations in Klaipeda (Lithuania) which is connecting freight and passenger transport with Karlshamn (Sweden) and Kiel (Germany) respectively. Further, we have recently added a freight and passenger route from Paldiski (Estonia) to Hanko (Finland), which supplement the route between Paldiski and Stockholm (Sweden). In Poznan we started our financial and accounting Shared Services centre in September 2013 which caters to DFDS Group of companies in 20 European countries. We have about 200 staff in Poznan and cover the core Accounts Payable, Accounts Receivable and General Ledger functions as well as specialist areas in Indirect Taxation, Cash Management, Master Data and Continuous Improvement. Explain why your company set up operations in the specific city and any specific factors that influenced the company’s decision: We established our SSC in Poznan for a number of reasons and it would be fair to say that the high quality of the education system, good level of language skills, availability of talent at competitive market rates, availability of suitable office space and Poland’s EU membership all played a role in our decision. In addition, the convenience of direct flights between Poznan and Copenhagen which allow for travel between our HQ and SSC in about 2 hours also contributed to our decision to be here. How will you develop in the next 2-3 years? The initial focus of our SSC was all about transitioning and stabilizing our services in Poznan. We now aspire to become a Centre of Excellence and an Employer of Choice. We have a number of initiatives to attract, develop and retain top talented individuals and this perfectly fits in with our operational excellence objective to move from a function-centric approach to process-centric approach where we standardize and streamline our processes, align them with best practice and harmonize them across the locations we service. The idea is to be-

come a trusted business partner to our local business units and an integral part of DFDS Group Accounts. Which parts of your operations can be outsourced, or taken over by BPO providers? We do not foresee outsourcing any of our SSC operations to external BPO providers. We see our Poznan SSC continuing to add value to the DFDS Group by being customer driven and a role model of our performance culture. We will continue adding value through leveraging scale, best practice, continuous improvement and innovation

and will closely monitor developments in disruptive technologies that can significantly impact and benefit our finance functions. 3 specific bits of advice to other firms considering setting up SSC/BPO operations in CEE: Make sure you have a thorough project plan that is clearly communicated and championed by top executive team. Benchmark your preSSC local operational performance to provide a clear and objective performance assessment of your new SSC operations. Last but not least, pay particular attention to hiring good leadership for the SSC and relocating existing employees to the SSC who will give better insight into the business and drive the right culture from the beginning. Employee Issues. How has this changed in the last 1-2 years, and what are the likely employment issues expected during the next few years. 55% of our employees are 30 years old or under and about 75% of our staff are female. This is typical of the SSC/BPO sector so our

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challenges are no different to what many others have encountered. Key for us is to have a well-developed induction program supported by training and development opportunities as well as clearly defined roles and responsibilities and competency model, all of which will allow our staff to grow their careers with DFDS. Biggest surprises about operating SSC centre in CEE? Positives: The passion, drive and dedication of some of our employees which has resulted in DFDS Polska surpassing our customer service satisfaction ratings last year and being recognized and awarded a Business Leader in Business Excellence title earlier this year.

Improvements needed: Polish labor laws are rather archaic but with carefully formulated employment contracts and the right culture an SSC can certainly thrive here. Specific cost savings that your firm has achieved? Actual cost savings are confidential, but DFDS Polska has delivered the benefits laid down in our business plan. Radek has over 20 years’ professional experience in financial leadership, compliance and project management gained in roles such as CFO for Australian listed companies, Founder and Managing Partner of an advisory firm and Director level positions with corporates in Europe, Australia and New Zealand. His SSC/BPO experience includes feasibility studies and advisory assignments in process assessment and design as well as establishing, transitioning and stabilizing shared service operations in Poland. Radek started his career as an auditor with PwC, is a qualified Chartered Accountant and is currently studying part-time towards an MBA.

2017


Białystok Poland

Bielsko-Biała

Universal Agent S.A. – Grupa DataContact

MAN Truck & Bus Polska Sp. z o.o.

SSC Avio

Tel.: 22 738 69 00 Marta Stefańska, Specjalista ds komunikacji

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

Białystok

SSC Centrum Finansowo – Księgowe Grupy Żywiec S.A.

BIT S.A. Białystok Branch

Tel.: 33 826 20 00 | Number of employees: 154 | Business type: SSC | Services offered: F&A

Tel.: 85 875 11 00 | Date started: 2010 | Services offered: IT Zdzisław Karwowski, Chairman

Borek Strzeliński International Deco Logistics Sp. z o.o. Tel.: 71 392 76 10 Alex Frank Flamant, Prezes Zarządu

Bydgoszcz

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

Alcatel - Lucent Polska Sp. z o.o.

| Date started: 2011 | Services offered: IT,BPO Karol Przybyszewski, Chairman

Tel.: 33 828 91 01 | Business type: SSC | Services offered: F&A Wojciech Pandel, Shared Services Director

Tel.: 52 349 10 00 | Date started: 2006 | Number of employees: 539 | Services offered: IT Andrzej Dulka, President

SMT Softaware Sp. z o. o. SKA Białystok Branch

| Number of employees: 100 | Business type: SSC

Tel.: +48 71 769 59 00 | Date started: 2000 | Services offered: IT

SSC Fiat Services Polska Sp. z o.o.

BPO Transcom Worldwide Poland

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

Quburst Poland Sp. z o.o.

| Number of employees: 55 | Services offered: Bialystok is a customer service centre with plans to grow to 250 employees. Transcom provides CRM services for both Polish and foreign companies from automotive, telecommunication, finance and e-commerce sectors. Marek Szul, MD

SSC EnerSys Sp. z o.o. Asseco Poland S.A. Tel.: 0048 52 327 48 00 | Date started: 2012 | Number of employees: 330 | Services offered: IT Adam Góral, President of the Board

BPO Atos IT Services Sp. z o.o. Tel.: 52 589 20 00 | Date started: 2008 | Number of employees: 2000+ | Business type: BPO | Services offered: IT

CEE Shared Services and Outsourcing Directory

Nadarzyn

23 2017

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Poland Bydgoszcz

Manager’s Profile

established highly specialised hub and now we are working on Global Operating Model.

Richard Piskorz

3 specific bits of advice to other firms considering setting up SSC/BPO operations in CEE: Be prepared to manage “Y/Z generation” which is focused on fast career development, look for training opportunities, and has expectations in terms of benefits and remuneration. Have trust in people. Poles are very open minded, keen to learn and open to new challenges. This is great potential to build a successful team. Provide more complex operations instead of basic, routine ones.

CEE Shared Services and Outsourcing Directory

Director BNP Paribas Securities Services Poland Warsaw Parent Company: BNP Paribas Securities Services

Please provide a few sentences about what your company is doing in CEE? BNP Paribas Securities Services is a subsidiary of BNP Paribas specialising in the administration and trading of financial securities for investors and financial institutions worldwide. We are present in 34 countries across 5 continents and we are in the top 5 of custodian banks globally. The Warsaw office was established in 2008 and acts both as a global custodian and a Shared Service Centre (SSC). The ever-increasing volume and complexity of instruments in which funds are invested make this an exciting area where staff can learn about and contribute to the functioning of global capital markets. Our operations include operating bank accounts, rendering securities and accounting services, confirming the value of assets, and settling cash and funds. We also operate purchase and sale orders for our fund units and verify that our operations comply with investment policy. Explain why your company set up operations in the specific city and any specific factors that influenced the company’s decision:

How will you develop in the next 2-3 years? Over past 2-3 years we have grown in numbers and in experience. We managed to transfer successfully several hundred operations from many locations. For our core business which is Fund Dealing Services we have

Biggest surprises about operating SSC centre in CEE? Our employees display high drive for continuous education both academic and business which allows us to maintain high quality of our services. Specific cost savings that your firm has achieved? There are very significant labour cost savings. Additionally to the savings is the high willingness of staff to improve. This also gives a significant competitive edge.

Centrum Obsługi Biznesu

SSC Jabil Global Services Poland Sp. z o.o.

SSC Bank Pocztowy S.A

Tel.: 51 919 79 90 | Number of employees: 100 | Services offered: Call centre Daniel Kubiak

Tel.: 52 525 90 00 | Business type: SSC | Services offered: IT Bogusław Kardas, President of the Board

Tel.: (52) 349-91-00 | Business type: SSC | Services offered: Call Centre

Contact Center Sp. z o.o.

Kujawsko - Pomorskie Regionalne Centrum Korporacyjne PEKAO S.A.

Patrycja Kublik, Head of Recruitment & Employer Branding

Bank Pocztowy S.A. - Centrum Operacyjne Sp. z o.o. | Date started: 2010 | Number of employees: 250 | Business type: SSC | Services offered: F&A Robert Ratajczak

Bazy i Systemy Bankowe S.A. Tel.: 52 325 13 00 | Date started: 1994 | Number of employees: 60 | Services offered: IT Mariusz Tokarski, President of the Board

BPO Bibby Financial Services

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BNP Paribas Securities Services decided to open its operations centre in Warsaw taking into consideration various factors including: • large pull of brilliant, intelligent and fast learning candidates with good knowledge of foreign languages; • good location in the centre of Europe with two airports available nearby; • potential to develop local business activities; • development of the SSC/BPO industry in Poland

Employee Issues. How has this changed in the last 1-2 years, and what are the likely employment issues expected during the next few years. Currently we employ around 800 employees. During the last few years the number of our employees has grown dynamically. We are searching for ca. 250 new employees annually and are planning a fast development in the future.

Tel.: 52 582 22 23 | Date started: 2012 | Number of employees: 10 | Business type: BPO | Services offered: F&A

Tel.: 52 599 12 50 | Date started: 1999 | Number of employees: in Poland: 5915 | Services offered: Call center Jakub Kłoczewiak, President of the Management Board

Eniro Polska Sp. z o.o. Tel.: 52 510 54 00 | Number of employees: 80 | Services offered: IT Bożena Chmielarczyk, CEO

Genesys Telecommunications Laboratories Sp. z o.o. Tel.: 51 911 61 60 | Date started: 2012 | Number of employees: 30 | Services offered: IT Stanton Roger, President of the Board

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Tel.: 52 325 42 22 | Business type: SSC | Services offered: Finance

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

Logon S.A. Tel.: 52 326 00 00 | Services offered: IT Justyna Rakoczy, HR Manager

Mobica Limited Sp. z o.o. Tel.: +48 52 5225728

2017


Chorzów Poland

| Date started: 2011 | Number of employees: 60 | Services offered: IT Stammers Nicholas Leet, President of the Board

Paweł Rybak, President of the Board

SSC Oponeo

TEL-DAT

Tel.: 801 114 343 | Business type: SSC | Services offered: Call Centre Monika Siarkowska, PR & IR MANAGER

Tel.: 52 341 97 00 | Date started: 1996 | Services offered: IT

T Komp | Number of employees: 30 | Services offered: IT

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

Tel.: 52 364 62 00 | Date started: 2010 | Number of employees: 300 | Services offered: IT Andrzej Klesyk, President PZU

Tel.: 695872000

Postdata S.A. Tel.: 52 370 57 57 | Date started: 1995 | Number of employees: 30 | Services offered: IT Paweł Dewiszek, President of the Board

Chorzów

Elbląg

BSS Polska Sp. z o.o.

Best S. A.

Karol Ptasznik, President of the Board

Przedsiębiorstwo Informatyki ZETO Bydgoszcz S.A. Tel.: 52 323 23 00 | Services offered: IT Stanisław Jentczak, President of the Board

SSC PZU S.A. Tel.: 52 308 20 14 | Business type: SSC | Services offered: SSC, F&A

SDL Poland Sp. z o.o. Tel.: 52 582 44 00 | Date started: 2012 | Number of employees: 190 | Services offered: IT Thomas Haeussler Albi, President of the Board

| Number of employees: 10 | Services offered: IT

Sunrise System Sp. z o.o. Tel.: 52 525 25 25 | Date started: 2011 | Number of employees: About 150 | Services offered: IT, Call centre

Winner

Ciechanów

| Business type: BPO/Call Center

BPO InfoPower Sp.z o.o.

Contact Center sp. z o.o. | Date 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 Jakub Kłoczewiak, President of the Management Board

Częstochowa SSC TRW Automotive | Date started: 2007 | Number of employees: 190 | Business type: SSC | Services offered: Accounting services Robert Głowacki

Soft Blue

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

Dąbrowa Górnicza

Tel.: 55 236 46 04 | Date started: 2000 | Number of employees: 40 | Business type: BPO | Services offered: IT, IT - ERP Center, HR personal services, Finance Jacek Makarewicz

Gdańsk BPO Acxiom Global Service Center Polska Tel.: 58 781 34 00 | Date started: 2007 | Number of employees: 190 | Business type: BPO | Services offered: IT. Focus includes Data Center Outsourcing.

SSC Arla Global Financial Service Centre Sp. z.o.o. Tel.: 58 763 84 00 | Date started: 2008 | Number of employees: 330+ | Business type: SSC | Services offered: F&A, HR, Global Master data, procurement, tax, internal control Marcin Tchorzewski, General Manager - Poland

CEE Shared Services and Outsourcing Directory

Teleplan Polska Sp. z o.o.

OPTIMO-INVEST

| Date started: 2008 | Number of employees: 600 | Business type: SSC | Services offered: F&A, Data Analytics/ Management, Legal Services Edwin Bennaars, Head of Shared Services Centre Europe

SSC ArcelorMittal Shared Services Centre Europe Tel.: + 48 327772558

Business Centre Manager of the Year CEE – Poland

Scott Newman

State Street Bank Poland CEE

Shared Services and Outsourcing Awards

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2017

2017

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Poland Gdańsk

Manager’s Profile

Agnieszka Zygner

CEE Shared Services and Outsourcing Directory

General Manager Capita Polska Capita Polska Kraków and Łódź Parent Company: Capita plc, London, UK.

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Please provide a few sentences about what your company is doing in CEE? Capita Polska is part of Capita plc, UK leading provider of business process management and integrated professional support service solutions. Capita Polska was established in 2011 and in 2016 merged with SouthWestern, creating an organization with over 800 employees and two Centres in Kraków and Łódź. The Krakow site offers high-end professional services including back office support for: Regulated Businesses Insurance & Life and Pensions, Employee Benefits, Contract Management and Legal Process Outsourcing, Admin and Finance Support for Real Estate, Learning Services, Recruitment & HR services, Procurement Services, SAP specialists for Group Systems, Finance Shared Service for the Group, Assets Services, Transition and Transformation professionals. The Łódź site specializes in multi-lingual contact centre services serving to Clients across Europe as well as F&A activities for Irish Clients.

is a place for a so-called ‘High-end Intelligent Outsourcing’. The services that we offer are quite complicated and advanced, requiring professional knowledge. Capita’s intention is to expand those services in the next years. Do you provide external services to unrelated companies? We provide external services to some unrelated companies mainly from Regulated Insurance Sector that operates across different geographies. These transitions and the services provided have been a success story and brought high value to the clients

Employee Issues. How has this changed in the last 1-2 years, and what are the likely employment issues expected during the next few years. People matter the most in our business. We have plans for future growth, increasing our team size. Therefore, we constantly train new leaders in Leader’s Academy program, we identify talents and invest in the best ones. It is very important for Capita to give opportunities to our employees in the first place and promote them internally. We put a lot of attention to Generation Y. Young people are very ambitious and the most important for them is the chance to get a professional training and have career growth but also possibility to maintain the ‘work-life balance’. Biggest surprises about operating SSC centre? Positives: Very positive and constant support from Central and Local governments. Clear and transparent approach on grants and incentives. Improvements needed: Government incentives such as MASP/ SEZ connected with staffing levels may be both helpful and troublesome when over time market requirement or business environment changes. Labor law is very restrictive especially in contractor staff, flexible employment and working hours’ regulations. Simplifying the employee vetting process. Closer cooperation with universities which should create new faculties or programs responding to the current needs of BPO/ SSC sector.

Explain why your company set up operations in the specific city and any specific factors that influenced the company’s decision: The decision to set up Capita Kraków Business Centre was made after thorough analysis of various potential locations in CEE region. Poland and specifically Kraków was chosen by Capita’s Board due to several factors such as very proactive Foreign Investment Agency and Investor Services who supported access to government and EU incentives. Another significant advantage of this location is a large pool of highly qualified personnel, fluent in foreign languages as well as the largest number of graduating students per year, among CEE countries. Additionally, location and ease of travel from the UK play a favorable role in the decision as Krakow is only a 2-hour flight from the UK Headquarters. How will you develop in the next 2-3 years? Over the last 3 years Capita in Poland has grown intensively. The initial captive business model servicing mainly Capita entities in the UK has evolved into a BPO service provider with a unique offering to internal and external companies. We constantly convince our clients that Poland

Ensure proper government support. Identify location best suited to your business model. Hire people with the right skill set.

Specific cost savings that your firm has achieved? The key reason our clients decide to bring their services to Poland is price arbitrage, however the more high-end services are selected, the more savings will be achieved. Also, high quality staff and smaller teams can obtain bigger results - hence the savings. High-end SAP roles transitioned last year to Capita Polska, brining 50% savings to clients in recruitment fees.

not only in commercial terms but also in quality improvement. Considering such motivation we are keen to grow further these types of services as this is where highly qualified staff is best motivated. 3 specific bits of advice to other firms considering setting up SSC/BPO operations in CEE:

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Agnieszka joined Capita Polska in August 2014 and since then business has grown by 70% YoY. This achievement was possible thanks to strategic financial and employment management and fulfiling the site’s capacity with advanced professional services. Agni has previously managed her own company, based in Italy, providing strategic and commercial support for organizations expanding into international markets. Prior to that Agni fulfilled various roles in IBM Poland, Italy and USA

2017


Gdańsk Poland

| Business type: BPO | Services offered: provider of consulting, information technology and business process services. Marek Pezacki, Senior Manager

| Date started: 2009 | Number of employees: 60+ | Services offered: IT Lech Babula, Software Service Centre Manager

Competence Call Center

| Date started: 2016 | Business type: SSC | Services offered: F&A, Customer Service Michał Wojciechowski, Shared Service Director

BPO Ausy | Date started: 2017 | Business type: BPO | Services offered: IT primarily Blazej Pezala, Operations Manager

SSC Bank BPH/GE Capital | Date started: 1997 | Number of employees: 2900 | Business type: SSC | Services offered: Finance

Bayer Service Center Gdańsk Tel.: 48 58 772 90 00 | Date started: 2012 | Number of employees: 200 | Services offered: SSC: F&A, GL, A/P, A/R, Travel. Remigiusz Wojciechowski, Head of Service Center Gdansk

BPO CCC – Competence Call Center AG Tel.: 43 1 811 22-7755 | Business type: BPO | Services offered: Contact center Maria Hoffrichter-Zanetti, Communications Management

SSC FUJIFILM Europe Business Service Sp. z o.o. Tel.: 58 882 20 00 | Date started: 2014 | Number of employees: 500+ | Services offered: Call Center

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

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

SSC Hempel A/S EPAM Systems (Poland) Sp. z o.o. Tel.: +48 12 222 02 02 | Number of employees: 200+ | Services offered: SSC: Software Engineering. Offices in Poland in Gdansk and Krakow. Michał Lisiecki, Poland Country Manager at EPAM Systems

BPO Cognizant Technology Solutions Tel.: 58 585 20 00

BPO Goyello Tel.: 58 732 77 71 | Business type: BPO | Services offered: IT services Peter Horsten, Founder

Fineos Software Service Centre

Tel.: 58 521 89 00 | Date started: 2010 | Number of employees: 765 | Business type: SSC | Services offered: F&A, IT Daria Pawlikowska, Shared Service Center Manager

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

Tel.: 58 881 35 01

CEE Shared Services and Outsourcing Directory

BPO Asseco | Number of employees: 1000 | Business type: BPO | Services offered: IT services

Beata J. Bednarska Manager, Business Development, CEE beata.bednarska@aicpa-cima.com Piotr Głowacki Manager, Business Development, CEE piotr.glowacki@aicpa-cima.com

2017

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Poland Gdańsk

Intel Technology Poland Gdansk

Nearshoring Solutions

Tel.: 58 766 11 11 | Date started: 1998 | Number of employees: 1000 | Services offered: IT

Tel.: 58 341 56 39 | Date started: 2012 | Number of employees: 75 | Services offered: ITO and IT design Małgorzata Wasilewska, HR Director

Intitec | Date started: 2014 | Services offered: ITO and IT testing

SSC Jeppesen by Boeing Tel.: 58 760 61 00 | Date started: 1998 | Number of employees: 220+ | Business type: SSC | Services offered: IT development Rafał Stepnowski, President

Tel.: 58 341 84 58 | Date started: 2012 | Number of employees: 30 | Services offered: F&A, IT Berg Geir Utne, president

Tel.: +48 58 333 7171 | Date started: 2008 | Number of employees: 90 | Services offered: IT Stephan Sakowicz, Head of Operations, Gdansk

SSC Kemira Gdańsk sp. z o.o.

OKE Software

Tel.: 58 773 60 00 | Date started: 2013 | Number of employees: 165+ | Business type: SSC | Services offered: F&A, IT Customer support Katarzyna Polikowska, Senior Manager HR, EMEA Central / East

Tel.: 58 321 72 46 | Date 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.

SSC Lufthansa Systems

PGS Software

Tel.: 58 3265 400 | Date started: 1998 | Number of employees: 350 | Business type: SSC Ireneusz Zalewski, CEO

| Date started: 2014 | Services offered: ITO

Metsä Group Services | Date started: 2012 | Number of employees: 150+ | Services offered: SSC: F&A Ireneusz Truszkowski, General Manager

SSC MOL (Europe) Central Support Unit Sp. z o.o. Tel.: 58 7795810 | Number of employees: 2013 | Business type: SSC | Services offered: F&A Reiner Zimbalski, General Manager

Tel.: 519506897 | Date started: 2015 | Number of employees: 150 | Services offered: Data Analytics/Management, Legal Services Damian Kalinowski

Ricoh | Date started: planned for 2017 | Services offered: SSC of this global Japanese firm

Schibsted Tech

OIE Support | Date 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.

Kainos Software Poland Sp. z o. o.

CEE Shared Services and Outsourcing Directory

Nordic Services

PwC Polska - Advisory Center of Excellence

Playsoft Group Tel.: 58 341 90 45 | Date started: 2006 | Number of employees: 100+ | Services offered: Mobile games, mobile applications for this France-based games developer. Pierre Olivier Monteil

SSC Powel Tel.: +47 481 64 566 | Date started: 2014 | Business type: SSC | Services offered: ITO Adam Boryniec, Managing Director

| Date started: 2014 | Services offered: ITO with offices in Krakow and Gdansk

Sigarden Tel.: +48 58 739 64 88 | Date 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 Tel.: 58 321 78 00 | Services offered: IT development branch Magdalena Misiewicz, Deputy Recruitment & HR Manager at Sii Polska

Solwit Tel.: 58 770 34 90 | Date started: 2012 | Number of employees: 50 | Services offered: IT and software development Leszek Pankiewicz, president

SSC Staples Tel.: 58 781 52 00 | Date started: 2015 | Number of employees: 100+ | Business type: SSC | Services offered: Procurement, IT, F&A Piotr Kiszkis, MD

Winner Real Estate Advisory

JLL CEE

Shared Services and Outsourcing Awards

28

2017

www.ceeOutsourcingAwards.com

2017


Gdańsk Poland

Manager’s Profile

Aleksandra Czerwińska Head of Global Centre Finance DNV GL DNV GL Gdynia Parent Company: DNV

Please provide a few sentences about what your company is doing in CEE? Driven by our purpose of safeguarding life, property and the environment, DNV GL enables organizations to advance the safety and sustainability of their business. DNV GL provides classification and technical assurance along with software and independent expert advisory services to the maritime, oil & gas and energy industries. We also provide certification services to customers across a wide range of industries. In Poland, DNV GL has a strong presence with more than 400 employees working within Maritime, Business Assurance, Energy, Software and GSS, with GSS IT delivering services to DNV GL worldwide. Explain why your company set up operations in the specific city and any specific factors that influenced the company’s decision: The Global Shared Services (GSS) with its Global Centre in Gdynia is the organization within DNV GL providing high quality, cost efficient services within Human Resources, Finance, IT and Real Estate Management & Procurement. The delivery requirements are based on Global Service Level Agreements between the Business Areas, Group Centre and GSS. GSS Global Centre has changed the operation to support DNV GL in becoming more digital, agile and efficient. This is managed through the GSS Global Centre and the building phase will take the next two years. We are consolidating around the larger offices of DNV GL. We have been looking into how and where to deliver quality services most cost efficiently, and decided on the plan to build a global center in Gdynia. We are using new technology and looking at new ways to deliver our services in

a consistent, reliable and timely manner. This will give us a modern and flexible operation with efficient delivery, higher quality, lower cost and larger professional units. How will you develop in the next 2-3 years? DNVGL core business is very much concentrating on shipping and offshore industry. For the last 2 years we have been observing a slowdown in activity in the Maritime and Oil and Gas sectors, DNVGL’s core business, due to oil price reduction and oversupply of main types of ships. Business activities within Certification and Software are growing continuously. Two years ago DNVGL decided to improve efficiency of the organization – and therefore the GSS Global Center was established and implemented. This will help the organization to prepare efficient and digital solutions for the future and organizational development. Do you provide external services to unrelated companies. If you are a captive/SSC, which parts are possible to be outsourced, or taken over by BPO providers? The concept of our Shared Service Centre was very much created to provide in-house support and only to a very limited extend relying on outsourcing or external providers.

Employee Issues. How has this changed in the last 1-2 years, and what are the likely employment issues expected during the next few years? The number of employees in a Shared Services Centre depends very much on the service scope planned to be covered by the organization. The important factor is good access to competent people not only with professional knowledge but also language skills. The tough labor market will impact the benefits offered to the employees and the extended competition in finding and keeping good employees will also be a fact. The quality of the employer brand and the perception of the working environment will be evaluated in addition to remuneration elements. Biggest surprises about operating SSC centre in Poland? Positives: engagement and positive attitude of the employees. Improvements needed: competition on the labor market. Specific cost savings that your firm has achieved? It is too early so hard numbers are impossible to provide. We expect around 15-20% cost savings. More than 17 years in DNV / DNVGL. Experience as Chief Accountant and Controller for core Businesses in Poland and Sweden. For 8 years Head of Admin Hub in Poland. After 4 years of Business controller’s job in Germany and China, Aleksandra became Regional Manager for Shared Services Centres for North Asia for another 4 years. In 2016 appointed Head of Shared Serviced Centre Finance for DNVGL.

CEE Shared Services and Outsourcing Directory

3 specific bits of advice to other firms considering setting up SSC/BPO operations in CEE: We promote Tricity (Gdansk, Gdynia) as the preferred location for Shared Services not only due to good office premises and relevant access to competence but also due to support from local authorities.

Winner New entrant SSC of year

Credit Suisse (Warsaw) CEE

Shared Services and Outsourcing Awards

2017

2017

www.ceeOutsourcingAwards.com

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Poland Gdańsk

Manager’s Profile

of our long-term success. Training must always be proactive always researching and implementing the best learning solutions for each situation.

Jakub Tomczewski

CEE Shared Services and Outsourcing Directory

CIS Site Manager & Education Center Manager iQor Global Services Bydgoszcz Parent Company: iQor Global Services, Florida, USA

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Please provide a few sentences about what your company is doing in CEE? As the world’s largest product support services company, we’ve got your product support strategy covered. Our network spans 66 countries, 5 continents, and 22 time zones. Our Polish 1500 customer care professionals, service technicians, and analytics specialists help the world’s bestknown brands transform every customer experience into a competitive advantage. We deliver a wide range of customer care related services, provide a complete repair process, invent tools and technology to bring savings and analyze the data to ensure continuous improvement throughout the delivered service. Explain why your company set up operations in the specific city and any specific factors that influenced the company’s decision: Opened in 2005 our Bydgoszcz location, under the Jabil company umbrella, we saw solid growth and local impact. In 2014 our Bydgoszcz location was acquired by iQor becoming part of their LinQ integrated solutions and service offering model providing repair and support under one roof. Having world class know-how, technical experience and supporting teams already in place iQor has been able leverage the asset as well as grow their client base and service offerings.

vestment into extending its portfolio services delivering a unique scope of support. Repair is not just about bringing a faulty device back to the end customer, it’s also about providing business-changing information to our client. The same applies to call center services as we are expected to the experts in all endeavors. Our team of data scientists and proprietary solutions analyze big data from multiple sources our clients with actionable data, innovative solutions and cost effective alternatives. 3 specific bits of advice to other firms considering setting up SSC/BPO operations in CEE: Hire the best and the brightest. Invest in technology and strategic partnerships. Treat your employees like they are your customers.

How will you develop in the next 2-3 years? Since combining synergies iQor has undoubtedly shown that on one hand clients are looking for more cost-effective services and on the other hand to ensure the high quality and well trained staff needed to reach out to younger generations. iQor has made a significant in-

Employee Issues. How has this changed in the last 1-2 years, and what are the likely employment issues expected during the next few years. We employ over 42,000 people globally at 66 locations in 17 countries. As a cutting-edge solutions provider, we need to offer competitive benefits packages that are not limited to the standard gym/fitness card, medical insurance or team integration event now and then. We are creative, addressing current trends being mindful of the needs of generation Z. Cooperation with local schools, universities and training centers are crucial components

State Street Bank

Synopsys

| Date started: 2016 (Gdansk) | Number of employees: 800+ | Services offered: This is the expansion office of State Street, which originally started in Krakow. Alexander Ticehurst, Director

SSC Swarovski

Tel.: 58 761-40-00 | Date started: 2001 | Number of employees: 100 | Services offered: IT and software development for this USbased firm Grzegorz Matczak, Senior R&D Manager/Site Manager

| Date started: 2017 | Business type: SSC | Services offered: F&A Wojciech Krygowski, Managing Director

Tel.: +48 58 783 6000

SSC thyssenkrupp Group Services Gdansk Sp. z o.o.

www.ceeOutsourcingAwards.com

Biggest surprises (positive and negative) about operating SSC centre in CEE? Positives: One of the positive surprises for us, was to discover several native speakers of European languages living in our city! Another positive surprise was the openness of local schools and especially of our partner school Zespół Szkół Elektronicznych (currently the best technical school in Poland) when creating ZSE iQor Class – a dedicated electronics class. Another positive surprise was the synergy effect from working together with technical trainers on the award-winning ITT (Introduction To Technology) training. Just this year we won the HR.com LEAN award (3rd place) a global win in the Large Company category. Improvements needed: From an opportunity standpoint it took some time for our branding to be recognized locally. BPO companies that work for global brands have their brand always in the background, and yet for recruitment processes it is vital to be known under your own name. Specific cost savings that your firm has achieved? Operating in CEE gives access to highly creative and hardworking people. At the same time, it is still half of the employment cost that you may find in other locations in Europe. Jakub has over 12 years of professional experience, which of 8+ years in BPO. Before joining iQor in 2015, he worked for Convergys for 6+ years and Bonduelle for 3 years. As a Quality & Training Manager at Convergys he specialized in transitioning new clients, design and implementation of a complete quality model for the site and Six Sigma continuous improvement processes. At iQor Jakub is responsible for two areas: Customer Interaction Solutions and the Education Center. He is a graduate of IT Science and Econometrics from Szczecin University with professional teaching and training certificates plus Six Sigma Master Black Belt. And a HR.Com winner. | Business type: SSC | Services offered: IT, F&A, PMO, HR, Real Estate Robert Góra, Prezes Zarządu

BPO Transcom Tel.: +48 58 732 44 06 | Number of employees: 1000+ | Services offered: Call center with offices in Bialystok, Olsztyn. Primary client is Play mobile operator. Joanna Osinska, Country HR Director

2017


Gdynia Poland

SSC Unifeeder

BPO BEST

Tel.: 58 350 07 10 | Date started: 2014 | Business type: SSC | Services offered: Logistics Michal Wykowski, Country Manager

| Date started: 1994 | Number of employees: App. 500 (in Gdynia and Elbląg) | Business type: BPO | Services offered: Call center and Outsourcing of debt collection

SSC DNV GL – Global Centre Shared Services FIN | Date started: 2010 | Number of employees: 100 | Business type: SSC | Services offered: R&D, F&A, Logistics Michał Gronert, Head of Section / Senior Engineer, Maritime and Oil&Gas Section Poland

Tel.: 58 769 51 61 | Date started: 2014 | Business type: SSC | Services offered: SSC for this US-based firm Grzegorz Krzyzanowski, Delivery and Operations Manager

Tel.: 58 301 38 31 | Date started: 2002 | Number of employees: 90+ | Services offered: R&D centre for buildings with focus on smart technology

Tel.: 58 340 2800 | Date started: 2012 | Number of employees: 20 (100) | Business type: SSC | Services offered: F&A, IT, HR, Procurement Malgorzata Undzillo-Haverberg, Country Manager

Willis

Misys

Tel.: 58 732 68 00 | Date started: 2010 | Number of employees: App. 10 currently | Services offered: F&A

| Date started: 2012 | Number of employees: 120 | Services offered: ICT. Several offices throughout CEE

BPO Wipro IT Services Gdansk

| Date started: 2013 | Number of employees: 400 | Business type: SSC | Services offered: IT Mikołaj Ługowski, Head of Nordea Operations Centre

SSC Nordea IT Centre

Tel.: 784-918-950 | Date started: 2012 | Number of employees: 200 | Business type: BPO | Services offered: IT services Fijałkowski Jacek, Country Operation Head

SSC Sony Pictures Global Business Services Sp. z o.o. XO Corporation Tel.: 888839455 | Date started: XO Corporation | Business type: ITO | Services offered: Logistics/Supply Chain, R&D Walerij Pryżkow, CEO

Gdynia

Tel.: +48 58 667 8200 | Date started: 2009 | Number of employees: 195 | Business type: SSC | Services offered: SSC:F&A, HR or Payroll, Data Analytics/Management Michał Gryglewski, VP - Global Business Services

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

Ista Shared Services Tel.: 32 339 71 50 | Date started: 2006 | Number of employees: 620 | Services offered: SSC Jacek Styczeń, Site Director

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

SSC TRW Automotive John C Plant, President and Chief Executive OfficerTRW Automotive

Wasko Wojciech Wajda, President of the Board

SSC ThomsonReuters Europe SA

ADVA Optical Networking | Date started: 2003 | Number of employees: 200 | Business type: Other | Services offered: R&D Agnieszka Rank, HR Specialist

| Date started: 2011 | Number of employees: 400 | Business type: SSC | Services offered: ITO, media Pawel Szymanski, Service Delivery Management EMEA, Managed Services, TechOps

Asseco Poland SA

BPO WNS Global Services (UK) Ltd.

| Date started: 1991 | Services offered: ICT

Tel.: 58 772 98 02

Winner

Tel.: 58 768 22 22 | Date started: 1990 | Number of employees: 500 | Services offered: IT, R&D Kuba Pancewicz, CEO

Gliwice

SSC Flugger

UTC Fire& Security

Young Digital Planet

Katowice 4EverNET Sp. z o.o.

CEE Shared Services and Outsourcing Directory

SSC UST-Global

| Business type: BPO Michal Koscianek, Managing Director at WNS Poland

| Date started: 2002 | Number of employees: <100 | Services offered: CS Marta Kozakowska-Kędzierska, Managing Director

Most Dynamically Developing City – Poland

Tri City (Gdańsk, Sopot, Gdynia) CEE

Shared Services and Outsourcing Awards

31

2017

2017

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Poland Katowice

Manager’s Profile

Employee Issues. How has this changed in the last 1-2 years, and what are the likely employment issues expected during the next few years. Human capital is the most critical element in any organization especially in SSC/BPO. Building strong, multi-skilled, customer focused workforce is a must when moving from individual contributors to High Potential teams and multi-skilled project groups. What we thrive to achieve is, among others, synergy effect that results from designing age diverse, and therefore competency diverse groups that work together bringing wide spectrum of expertise, experience, maturity, drive, energy and fresh approach. Moving forward it is the trend for the future; we are going to digitalize basic transactional tasks and focus on the highest quality of HR comprehensive services for our colleagues.

Małgorzata Bogucka

CEE Shared Services and Outsourcing Directory

SVP, Director – MMC HRSS Continental Europe, Middle East & Africa (CEMEA) Marsh & McLenan Companies Warsaw Parent Company: Marsh & McLennan Companies, New York, USA

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Please provide a few sentences about what your company is doing in CEE? The “MMC Human Resources Shared Service Continental Europe, Middle East and Africa” hub specializes in delivering a wide scope of HR professional services, payroll advanced consulting and products according to the countries’ specific legislation in the respective languages under EU and OpCos jurisdiction. In addition to the above hub services we include also subject matter expertise regarding compensation and benefits, HR advisory, reporting & analytics, recruitment coordination, third party/vendor management, and data protection. There are also other MMC projects located in Poland as: MMC Talent Acquisition CEO, MMC EE Accounting Operation, MMC HRIS and Tax CEO. First employees were hired in the end of 2014. As for now there is a robust plan in place for significant growth in the upcoming years. Explain why your company set up operations in the specific city and any specific factors that influenced the company’s decision: The decision regarding selection of the location was taken after very detailed analyzes of market trends and HR potential. MMC Board decided to invest especially in Poland due to market flexibility, huge pool of very well educated and high potential resources available on the market. Our services require the highest competencies standards accompanied by languages capabilities. Currently we are delivering services for over 30 000 employees in 12 countries. Looking at our employee pool we are already capable to deliver services in over 20 languages. Quality of our delivery is on the minimum level of 99,5%. We are covering country specific subject mat-

ter expertise – especially within HR, payroll, Total Reward, Tier1, Insurance and Tax. How will you develop in the next 2-3 years? MMC HRSSC CEMA has grown by 550% since the end of 2014. We are planning further growth and development of our services within the next 2-3 years. Our current performance encouraged the MMC Board to further develop and invest in our locations in Central Europe. If you are a captive/SSC, which parts are possible to be outsourced, or taken over by BPO providers? Due to the very big business growth there could be a great opportunity in the future to build cooperation with external services providers, vendors. 3 specific bits of advice to other firms considering setting up SSC/BPO operations in CEE: Think strategic, create the road map, fix processes. Move quickly but focus on risk management and change management. Think future, be patient and focus on human capital.

Alan Systems

Asseco Systems

| Business type: BPO Sylvia Mazurek, Marketing Specialist

| Date started: 1994 | Number of employees: About 44 | Services offered: R&D

Alba Polska

SSC Bombardier Shared Services

Krzysztof Gruszczyński, President of the Board, Country Manager

Tel.: 32 730 50 00 | Date started: 2001 | Number of employees: 100-250 | Business type: SSC | Services offered: R&D Janusz Kućmin, Chief Country Representative

Aldec ADT

Biggest surprises about operating SSC centre in CEE? Competencies of employees, empowerment enhanced by strong and very professional leadership. Subject matter expertise related to all countries within CEMEA, ability to learn, flexibility, creativity. Specific cost savings that your firm has achieved? Business transformation fully met and even exceeded business and financial targets. This is the most critical to allow the Group to secure top quality services, compliance, synergy among Operating Companies within the Marsh & McLennan Group. Malgorzata serves as Marsh & McLennan Companies Senior Vice President, Head of HR Shared Service Center – Continental Europe Middle East and Africa. With over 25 years of experience in leading world class global HR organizations, in high growth/dynamical/fortune 500 companies whose top priority is strengthening the business and services via Human Capital and talents capital management. Her special focus and expertise are around HR alignment to the business strategy, including business and HR transformation, preparation of the strong future talents pool for global, multifunctional Shared Services centers.

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

COIG S.A Paweł Kuch, President of the Board

CapGemini Polska sp.z o.o. Tel.: (32) 769 30 00

www.ceeOutsourcingAwards.com

2017


Katowice Poland

Contact Center

SSC FIAT Services Polska

PERFORM MEDIA POLAND Sp z o. o.

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

| Business type: SSC

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

GDF Suez - Tractebel Engineering S.A. Tel.: 32 358 88 88 Jolanta Okroska, Marketing

Tel.: 32 746 30 00 | Date started: 2008 | Number of employees: <100 | Services offered: IT

Delloitte BPO Tel.: 32 508 04 00 | Date started: 2008 | Number of employees: <100 | Services offered: F&A, HR Maria Rzepnikowska, Chairman

DisplayLink Tel.: 32 721 84 00 | Date started: 2008 | Number of employees: <100 | Services offered: R&D Mariusz Tomaka, President of the Board

Proximetry

BPO IBM | Date started: 2013 | Number of employees: 250-500 | Business type: BPO | Services offered: IT, HR, CS Ales Bartunek, General Director for Poland and Baltic States

Tel.: 32 200 03 33 | Date started: 2006 | Number of employees: <100 | Services offered: IT, R&D Mirosław Ossysek, General Manager

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

SSC ING Services Poland Tel.: 32 357 3019 | Date started: 2003 | Number of employees: 500-1000 | Business type: SSC | Services offered: IT, CS, R&D

Tel.: +519 507 623 | Date started: 2009 | Number of employees: 950 | Business type: SSC Paweł Mleczko, Managing Director

Katowicki Holding Węglowy

Randstad Polska sp. z o.o. (Katowice)

Tel.: 32 757 3069 | Date started: 2012 | Number of employees: 250-500 | Services offered: F&A, HR, IT, CS

Anna Maksymowicz, Professional Branch Manager

SSC Dunlop Conveyor Belting Tel.: +48 32 661 04 80 | Date started: 2014 | Business type: SSC | Services offered: F&A, IT Services/Software Development, HR or Payroll, Logistics/Supply Chain, Customer Support/ Call Centre/Telemarketing Maciej Wyrzykowski, Marketing Coordinator

Kroll Ontrack

SSC Rockwell Automation

Tel.: 32 779 99 99 | Date started: 2004 | Number of employees: <100 | Services offered: IT, R&D Alicija Halawabrzyk, Główny dyrektor do spraw finansowych

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

Ericsson GSDC

Mentor Graphics

Sii

Tel.: 22 691 61 68 | Date started: 2009 | Number of employees: 100-250 | Services offered: IT Anna Olesiejuk, Head of HR Operations & Country HR Poland, Czech, Slovakia, Austria

Tel.: 32-7315320 | Date started: 2005 | Number of employees: 250-500 | Services offered: R&D, F&A Alicja Grzelak-Suchy, International Senior Accountant

Tel.: 32 661 41 91 | Date started: 2014 | Number of employees: 20 | Services offered: IT, Inżynieria przemysłowa Gregoire Nitot, Prezident

SSC Ernst&Young

SSC Northgate Arinso

| Date started: 1992 | Number of employees: <100 | Business type: SSC | Services offered: BPO, F&A, HR Jacek Kędzior, Managing partner of the EY

Tel.: (32) 736-71-00 | Date started: 2003 | Number of employees: <100 | Business type: SSC | Services offered: HR (payroll process outsourcing) Krzysztof Delewski, HR Manager

Winner

Sms Metallurgy Polska sp. z o.o. | Date started: 2007 Krzysztof Warzecha, Prezes Zarządu

CEE Shared Services and Outsourcing Directory

CYCLAD Polska Sp. z o.o.

Steria | Date started: 2007 | Number of employees: 500-1000 | Services offered: IT

General Advisory/ Location Advisory

PwC Poland, SSC & BPO Centre of Excellence CEE

Shared Services and Outsourcing Awards

33

2017

2017

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Poland Kraków

Bruno Boquet, Dierctor Steria Polska

Altar Sp. z o.o.

SSC TELE-FONIKA Kable

| Date started: 1990 | Number of employees: 71 | Services offered: IT outsourcing Dariusz Borek, President

| Date started: 2012 | Number of employees: 100-250 | Business type: SSC | Services offered: F&A, CS Ryszard Pilch, President of the Board

APR System Tel.: 41 241 22 42 | Number of employees: 10

Teleperformance Germany Ewa Wesoly, Contact center Manager

BC&O Polska

Tenneco

| Date started: 2001 | Number of employees: 65 | Services offered: Outsourcing of broadly defined administrative services Mirosław Sroka, President of the Board

Timken

CEE Shared Services and Outsourcing Directory

SSC Unilever

Transition Technologies - POLAND SOLUTION CENTER Tel.: +48 41 24 97 880 | Date started: 2014 | Number of employees: 100 | Services offered: IT

Kostrzyn Wlkp. Scala Plastics Poland Sp. z o.o. Tel.: 61 43 67 300 Bart Maria Eliane Van Hooland, Prezes Zarządu

Kraków

| Date started: 2008 | Number of employees: 250-500 | Business type: SSC | Services offered: F&A, CS, other Grzegorz Lenart, Senior Finance Operations Manager (R2R)

Biomedic INFO Sp. z o.o.

Webanywhere

| Date started: 1991 | Number of employees: 40 | Business type: BPO | Services offered: F&A, HR and payroll services

Tel.: +48 22 223 86 00 | Date started: 2015 (ABB IT) | Number of employees: 2000 planned | Business type: SSC | Services offered: Major expansion plands, HR, Supply Chain, IT. Mirosław Mirosławski, CEO

Centrum Systemów Komputerowych ZETO SA

| Business type: BPO | Services offered: BPO

| Date started: 2002 | Number of employees: 10 | Services offered: IT outsourcing

BPO Biurex Tel.: 32 630 41 37 | Date started: 2012 | Number of employees: <100 | Services offered: IT

Wincor Nixdorf | Date started: 2011 | Number of employees: <100 | Services offered: IT Mirosław Janik, President of the Board

Tel.: 41 364 22 00 | Date started: 2002 | Number of employees: 70 | Services offered: IT

BPO Comarch S.A. ZETO Katowice

| Date started: 2015 | Business type: BPO | Services offered: IT

SSC ABB IT sp. z o.o

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

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

Kolporter INFO SA

Kielce Albit | Date started: 1991 | Number of employees: 13 | Services offered: IT outsourcing Anna Głogowska, HR Specialist

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

BPO Alexander Mann Solutions Poland Sp. z.o.o. PKP Informatyka

ALBIT Usługi Informatyczne

| Date started: 2014 | Services offered: IT

Tel.: 41 368 02 44 | Date started: 1991 | Number of employees: 13 | Services offered: IT

Akamai Technologies Tel.: 12 384 70 00 | Date started: 2014 Filip Walkowicz, Site Leader

Telbridge Sp. z o.o.

Tel.: 12 290 78 00 | Date started: 2004 | Number of employees: 635 | Business type: BPO | Services offered: Integrated Recruitment Process Outsourcing, Permanent and

Tel.: 22 420 56 60

Winner Top Recruitment Firm of the Year

Hays Specialist Recruitment CEE

Shared Services and Outsourcing Awards

34

2017

www.ceeOutsourcingAwards.com

2017


Poland Kraków

Manager’s Profile

Avoid the big centres as the staff turnover is inhibiting. Recruit well and treat your people well, give them demonstrable career development plans and execute these. Focus on service excellence not cost.

Mike Stops Group Director Service Centres, NSG Group Nippon Sheet Glass Group Poland, Czech Republic, Romania, Hungary Parent Company: Nippon Sheet Glass Group, Tokyo, Japan

Employee Issues. How has this changed in the last 1-2 years, and what are the likely employment issues expected during the next few years. The Group has 27,000 employees, Group Business Services is 170, IT Shared Services 500. We are finding it takes longer to attract the right talent, particularly in the niche areas (Brazilian Portuguese) and that we will have to keep an eye on salary levels. Our staff turnover is approximately 5% so we are very good on retention.

CEE Shared Services and Outsourcing Directory

Please provide a few sentences about what your company is doing in CEE? Manufacturer of Glass for Automotive and Architectural markets, and supplier of related services to Businesses and end customers. Manufacturing undertaken for global market. Explain why your company set up operations in the specific city and any specific factors that influenced the company’s decision: Our Group Business Services team is predominantly based in Sandomierz, Poland building on a highly successful IT Services team. Initial choice of location (one of our manufacturing plants) was due to availability of excellent staff (technical and attitude) and low cost. Initial recruitment was 5 FTE the team now numbers over 200 and provides IT, HR, Finance, Procurement and Commercial services to the Group worldwide. Board decision was based on proven track record with the IT team. How will you develop in the next 2-3 years? Growth in service catalogue offered. Growth in Countries and businesses served. I expect both of these trends to continue with RPA

Non-Permanent Hiring, Total Talent Management, Recruitment Administration Jola Gantkowska, Director of Operations

SSC AMER SPORTS | Date started: 2012 | Number of employees: 120 | Business type: SSC | Services offered: SSC: F&A, IT, HR, Data Analytics Hachet Herve, Director

BPO Amplexor Tel.: +48 12 254 41 00 | Business type: BPO Maria Yakimowa, HR Specialist

SSC Amway Business Center Europe

36

Tel.: +48 12 3795400 | Date started: 2010 | Number of employees: 350+ | Business type: SSC | Services offered: F&A, IT Services/ Software Development, HR or Payroll, Data Analytics/Management, Customer Support/Call Centre/Telemarketing. ABCE is multifunction

and movement of lower value tasks to China enabling a move up the value chain without necessity for as much headcount growth. Move into business controls and business processes. Do you provide external services to unrelated companies. If you are a captive/SSC, which parts are possible to be outsourced, or taken over by BPO providers? We only provide services to the Nippon Sheet Glass Group, we are captive and have no interest in outsourcing in the near to medium term. I do not think we will extend to providing external services. 3 specific bits of advice to other firms considering setting up SSC/BPO operations in CEE:

captive servicing Europe in Finance, Marketing, IT, Customer Service, and number of other highly specialized services. Wojciech Karpinski, Center Head

Biggest surprises about operating SSC centre in CEE? Positives: Excellent people, retention, speed of set up. Improvements needed: may be getting to the limit of local talent pool. Specific cost savings that your firm has achieved? 70% reduction in costs. Improvement in quality. Greater transparency across the Group allows best practice to be identified and applied. 30 years working across Information Technology in Civil Nuclear Engineering; Banking; Manufacturing, Professional Services; Insurance. Created IT Shared Services globally with hubs in Brazil, China, Poland and Japan, spokes in 18 countries. Applied same approach to HR, Finance, Procurement, Business Controls and Commercial areas to great success. Enjoying the challenge and lots more to do

AVEREAST GROUP | Date started: 2014 | Services offered: IT

BPO AZSoft S.A, Contact Center | Business type: BPO | Services offered: Contact Centre

BPO Aon Hewitt Tel.: 48 12 290 97 00 | Number of employees: 2014 | Business type: BPO | Services offered: Various Dariusz Pastula, HR Head at AON Hewitt

BPO Apriso | Number of employees: 2014 | Business type: BPO | Services offered: IT Ania Wolfarth, HR consultant

SSC Arrow ECS Tel.: 12 616 43 00 | Date started: 2016 | Business type: SSC Marek Janas, Managing Director

www.ceeOutsourcingAwards.com

Barona HR Services sp. z o.o. Tel.: 12 341 42 65 ilkka-Cristian Niemi, Business Development Manager

SSC Brown Brothers Harriman Tel.: 123406000 | Date started: 2012 | Number of employees: 1200 | Business type: SSC | Services offered: SSC: F&A, IT Services/ software development, HR Michael McDonald, Managing Director; Marzena Machera, Head of Human Resources

2017


Kraków Poland

BPO Capita Polska Sp. z o.o.

BPO Clifford Thames

Ecolab

| Date started: 2011 | Number of employees: 800 | Business type: BPO | Services offered: F&A, IT Services/Software Development, HR/Payroll, Data Analytics, Customer Support Agni Zygner, General Manager

| Date started: 2014 | Number of employees: 500 | Business type: BPO | Services offered: Business Analytics

Tel.: 48-12-2616 100 | Services offered: SSC Agnieszka Malinowska, Company Manager

BPO Comarch | Number of employees: 1000 | Business type: BPO | Services offered: IT Janusz Filipiak, President of the Board

BPO Capnor Poland | Date started: 2014 | Business type: BPO | Services offered: BPO, Engineering Services Karolina Wilk, HR Manager

Contact Center

SSC EDF Tel.: 22 556 5368 | Business type: SSC | Services offered: F&A, HRO, CP, ITO, Engineerig Marcel Maslej, Finance Director, SSC

| Date started: 2014

Contact Center sp. z o.o.

Tel.: 0048122950472 | Date started: 2016 | Number of employees: 120 | Business type: SSC | Services offered: Customer Support/Call Centre/ Telemarketing Magdalena Weiner, Kraków Global Contact Centre Manager; Lidia Jesiotr, Kraków Global Contact Centre People Manager

CGI Information Systems and Management Consultants | Date started: 2014 | Services offered: BPO, IT

| Date 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 Jakub Kłoczewiak, President of the Management Board

Chatham Financial

Element14

SSC Cushman&Wakefield Polska Sp. z o.o.

EPAM Systems

Tel.: 12 623 70 59 | Business type: SSC Michał Galimski, Office Departament

Tel.: +48-12-222-02-02 | Number of employees: 19,600 | Business type: ITO | Services offered: ITO: IT Services/Software Development, Data Analytics, R&D Arkadiy Dobkin, CEO & President; Viktor Bondariev, Senior Director , Poland

SSC CH2M HILL Tel.: 12 225 6000 | Date started: 2014 | Number of employees: 700+ | Business type: SSC | Services offered: Engineering, R&D, Industrial design

Tel.: 12 296 9600 | Date started: 2006 | Business type: SSC | Services offered: F&A Justyna Kuśmierz, HR Administration and Payroll Manager for Poland at Global Shared Services Centre at Electrolux

Deloitte BPO | Date started: 2008 | Number of employees: 13 | Services offered: Bookkeeping, accounting, payroll and HR administration Piotr Żarski, Partner

Ericpol Telecom | Date started: 2014 | Services offered: BPO, IT Paweł Szczerkowski

BPO Delphi Centrum Techniczne (TCK)

| Services offered: BPO, Business Analytics

| Business type: BPO | Services offered: BPO, R&D

SSC Cisco Systems Poland

ESET | Date started: 2014 | Services offered: BPO, R&D

| Date started: 2012 | Number of employees: 1200 | Business type: SSC | Services offered: Cisco Global Services Center in Kraków including departments like Services (Advanced, Cloud & Managed and Technical), Finance and Operations. Ramon Tancinco, Director, Cisco Kraków Site lead

SSC DeltaVista Poland

SSC Euroclear Bank S.A.

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

DreamLab | Date started: 2014 | Services offered: SSC, R&D Sabina Staszczyk, Head of HR w DreamLab

Tel.: 12-363-9710 | Date started: 2013 | Business type: SSC | Services offered: Clearing Services, F&A Geert Desmedt, GM

CEE Shared Services and Outsourcing Directory

SSC Electrolux Centrum Księgowo-Finansowe

SSC Cathay Pacific Airways Limited (S.A) Oddział II w Polsce

Winner BPO Firm of the Year – CEE

Tata Consultancy Services CEE

Shared Services and Outsourcing Awards

37

2017

2017

www.ceeOutsourcingAwards.com


Poland Kraków

Euroscript Poland

client-services center. Office is a engineering facility focused on mobile and search.

Tel.: 600-288-500 mobile | Services offered: BPO Agnieszka Knapik

Guidewire Software

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

Flying Fish

Tel.: 12 362 92 00 | Date started: 2015 | Services offered: Provider of software products to insurers. New Regional Development Centre in Krakow Matthew Brylka, Site Leader

| Services offered: BPO, IT

SSC Hays Center Of Excellence FQS Poland (Fujitsu) | Date started: 2014 | Services offered: BPO, R&D

BPO Genpact

CEE Shared Services and Outsourcing Directory

| Number of employees: 2014 | Business type: BPO

Tel.: +48225845695 | Date started: 2011 | Number of employees: 65 | Business type: SSC | Services offered: HR or Payroll Michał Sokołowski, Director Centre of Excellence

BPO Genpact PL Sp. z o.o.

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

Tel.: 12 443 60 00 | Date started: 2005 Acquired 2012 | Number of employees: 370 + | Business type: BPO | Services offered: F&A, OTC, STP, EAS Calin Avram

Tel.: +48 13 298 50 00 | Date started: 2011 | Number of employees: 870 | Business type: SSC | Services offered: Serving 26 Operating Companies in 25 languages, global transactional finance with Record to Report, Order to Cash, Purchase to Pay, Business Process Management, Accounting, Reporting and Consolidation John Lyons, Director Finace Shared Services; Alena Mazanikova, Senior Process Manager BPM & ARC

SSC Getinge Shared Services Tel.: 12-363-2292 | Business type: SSC Agnieszka Obuchowska, Site Manager

Globallogic

SSC Herbalife EMEA Finance & Operations Service Centre

SSC HSBC Service Delivery | Date started: 2014 | Business type: SSC | Services offered: F&A, IT, HR, Data Analytics, Customer Support Mateusz Perdek, Head of HR European GSC

SSC IAG (International Airlines Group) | Date started: 2015 | Business type: SSCX | Services offered: F&A, IT, Procurement. IAG Global Business Services (IAG GBS) is the central business services platform for International Airlines Group (IAG), one of the world\\’s largest airline groups. Tomasz Czerkawski, General Manager Operations

IBM | Date started: 1996 | Services offered: Finance & Accounting Services Marcin Orłowicz

SSC IG Group | Date started: 2015 | Business type: SSC | Services offered: IT services and development for this global leader in online trading. Eoin McCoy, GM

Iloop Mobile | Date started: 2014 | Services offered: BPO, call center

SSC innogy Business Services Polska Sp. z o.o.

Tel.: +124446366 | Date started: 2016 | Services offered: Ukraine-based software developer. Operates design and engineering centers all over the world. MALGORZATA DOMANSKA, HR Director

Tel.: +48 12 349 93 00 | Business type: SSC | Services offered: F&A Martin Bartlett, VP, Finance & Ops, EMEA

| Date started: 2014 | Number of employees: ca. 400 | Business type: SSC | Services offered: IT Services/Software Development, HR Andreas Gehrmann, Managing Director; Eliza Wilczynska, SSC Head

SSC Google Operations Centre

BPO Hewitt Associates

International Paper

| Business type: BPO | Services offered: HR

Tel.: 12 252 60 00 | Business type: SSC | Services offered: F&A, IT, Contact Centre Bartosz Krawczyk, Business Analysis Team Leader

Tel.: | Date started: 2014 | Number of employees: 500+ | Business type: SSC | Services offered: R&D, Broad range of Software development/services

Grid Dynamics | Date started: 2015 | Number of employees: 100+ | Services offered: Silicon Valley-based firm with new R&D and

SSC Hitachi Data Systems Tel.: 0048123831623 | Number of employees: 300 | Business type: GBS/CoE | Services offered: IT Services/Software Development, HR, Data Analytics Tomasz Brzostowski, Senior Director, Global Finance Shared Services

Kenexa | Date started: 2014 | Services offered: BPO

IT Services Firm Of the Year – Poland

Winner

Sii CEE

Shared Services and Outsourcing Awards

40

2017

www.ceeOutsourcingAwards.com

2017


Cultural change, digitization, artificial intelligence...

www.fleming.events

Where is HR heading?

HR Transformation Forum 8 - 9 June 2017 | Berlin, Germany Peter Novak peter.novak@fleming.events +421 257 272 155


Poland Krakรณw

Kerfs Polen Sp. z o.o.

SSC Pliva Cracow

Serco

Tel.: 12 285 71 90

| Number of employees: 100 | Business type: SSC | Services offered: R&D

| Date started: 2014 | Services offered: BPO

PNO Consultants

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

Lastminute | Services offered: BPO

SSC Shell Shared Service Centre Poland | Services offered: BPO, Business Analytics

SSC Lufthansa Global Business Services

SSC Premier Farnell (Element 14)

Tel.: +48 (12) 334 80 00 | Number of employees: 500+ | Business type: SSC | Services offered: F&A, HR, Revenue Accounting, Procurement for whole Lufthansa Group. Krzysztof Krygier, Senior Process Manager

Tel.: 12 349 7000 | Business type: SSC Richard Musgrove, General Manager

Lumesse

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

Tel.: +48 123 421 400 | Services offered: BPO: IT, HR

SSC QVC Global Business Services

CEE Shared Services and Outsourcing Directory

SSC Quorum International

Lundbeck Tel.: 12 348 68 88 | Number of employees: About 130 | Services offered: HR, IT Paul Hansen, Program Director, Business Service Center

| Date started: 2016 | Number of employees: 200-300 planned | Business type: SSC | Services offered: SSC supports finance, HR, IT and legal functions in the U.S., U.K., Germany, Italy, and France Adrian Marciszewski, Director

Tel.: 12 390 61 70 | Date started: 2011 | Number of employees: 120 | Services offered: IT, Automatyka

Software Mind | Date started: 2014 | Services offered: BPO, IT

SSC Solar Winds | Date started: 2015 | Business type: SSC | Services offered: SSC: R&D and IT development Dominika Ramotowska, Senior HR Business Partner

SSC Rolls Royce Marine Lurgi Poland | Date started: 2014 | Services offered: Engineering Services

Luxoft Poland sp. z o.o. Tel.: 12 445 88 00 | Date started: 2010 | Number of employees: 1926 | Services offered: IT Services/Software Development Wojciech Mach, Managing Director Luxoft Central Europe

| Date started: 2014 | Business type: SSC | Services offered: R&D Adrianna Cybulska

SSC RR Donnelley European Shared Services Center Tel.: 12 888 71 00 | Business type: SSC | Services offered: F&A, Logistics

SSC SAB Miller Shared Services

Stefanini | Date started: 2011 | Business type: ITO | Services offered: IT Services/Software Development, Customer Support Manuel Frade, CEO EMEA; Lukasz Domoradzki, Site Operations Manage

TechTeam Global | Services offered: BPO

| Business type: SSC

Metrosoft Poland

SSC Sabre SSC

| Date started: 2014 | Services offered: BPO, IT Paulina Zinnon, HR Director

| Business type: SSC

Modis

SSC Sappi Shared Services

| Services offered: BPO

Tel.: 12 363 28 03 | Date started: 2012 | Business type: SSC | Services offered: 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. Bartosz Dyrkacz, Finance Shared Service Center Manager

SSC Motorola GSC Tel.: 12 297 9587 | Date started: 2014 | Number of employees: 1500+ | Business type: SSC | Services offered: R&D, F&A Andreas Cioska

Ocado Technology Poland Anna Neathem, Marie

SSC Pearson | Date started: 2015 | Business type: SSC | Services offered: F&A, HR Anna Smykowska, HR SSC Director

SSC Perkin Elmer

42

Sii

Schibsted Tech Polska Tel.: 12-222 00 48 | Services offered: IT development

BPO Sefanini CBI Copernicus | Business type: BPO Artur Trojnacki, service delivery

| Business type: SSC | Services offered: F&A Joanna Gil, Site Leader and Controller

BPO Selvita Xerox Business Services

SSC Philip Morris International Service Center Europe

| Date started: 2014 | Business type: BPO | Services offered: BPO, R&D

Teleinvention | Services offered: BPO

SSC Tesco Poland Tel.: 12 255 21 00 | Date started: 2014 | Business type: SSC | Services offered: F&A, R&D

SSC Uber - Center of Excellence | Business type: SSC | Services offered: customer services Kacper Winiarczyk, General Manager

SSC UBS Service Centre (Poland) sp. z o.o. Tel.: 12 399 70 27 | Date started: 2008 | Number of employees: 500+ | Business type: SSC | Services offered: F&A, IT, Data Analytics, Legal, Compliance Michal Stepien, Deputy CEO, Head of IT Service Delivery

SSC UPM Kymmene | Business type: SSC | Services offered: IT Andre Faust, Direcor, SSC Krakow

SSC Vesuvius (Cookson) | Business type: SSC

| Business type: SSC | Services offered: F&A, HR, Logistics, etc.

www.ceeOutsourcingAwards.com

2017


Łódź Poland

Lębork

WilsonHCG

SSC Zurich Insurance Group

Tel.: +48 12 88 111 32 | Services offered: Recruitment Process Outsourcing (RPO), Talent Consulting, Executive Search, and Blended Talent Solutions Anna Stewart, Center Manager WilsonHCG Krakow

| Date started: 2016 | Number of employees: 160+ planned in start-up stage | Business type: SSC | Services offered: New SSC: F&A. Rafal Szmajser, Director

Skawina

Łódź

Wyse Technology

CEZ Polska Shared Service Center

ABB Sp. Z o.o. Oddział w Łodzi

| Date started: 2014 | Services offered: R&D

Tel.: +48 12 277 8325 Nikola Nagyova, Marketing & Communication Senior Specialist

Tel.: 42 299 30 00 | Services offered: SSC Grzegorz Okrasa, Area Sales Manager

BPO Xerox Business Services | Number of employees: 2014 | Business type: BPO

Zeitmann Tel.: 12 262 67 32 Mariusz Michura, CEO

| Date started: 2012 | Number of employees: 115 | Services offered: F&A

Zabierzów

BPO Accenture

HCL Poland sp. z o.o.

| Date started: 2013 | Number of employees: 100 | Business type: BPO | Services offered: Consulting, IT

Tel.: 12 390 90 29 Trevor L. Rulton, general manager

Witold Rogowski, Managing Director

Legnica

BPO ACS Solutions Poland/Xerox

Hans-Jürgen Schmidt Polska Tel.: 22 528 67 69 Jürgen Schmidt J, Prezes Zarządu

| Date started: 2001 | Number of employees: 150 | Business type: SSC/BPO Hybrid | Services offered: F&A

Adaptive Solutions & Advisory Group Tel.: +48603336353 | Date started: 2015 | Number of employees: 25 | Business type: Other | Services offered: SSC/BPO/ITO/

CEE Shared Services and Outsourcing Directory

SSC Xceedance Tel.: +48 12 384 66 17 | Business type: SSC | Services offered: Insurance Operations, Underwriting, CAT Modeling, Actuarial Services, Policy Service, Technology and Core Systems, Data Sciences and Analytics, Reporting and Business Intelligence, Claims, and Finance and Accounting Marek Kaszczyc, VP, Country Manager w Xceedance

TIM Outsourcing

MODERN OFFICE SPACE FOR RENT +48 603 627 474 www.ogrodowa-office.com

2017

www.ceeOutsourcingAwards.com

43


Poland Łódź

GBS Consultancy: Talent Pool & Recruitment; Commercial Real Estate; PR & Communication; LEAN Management; Audit, Legal & Tax Advisory Krystian Bestry, President / Chief Executive Officer; Michał Bielawski, Vicepresident & Chief Financial Officer

Agreeya Mobility Poland Sp. z o.o. Tel.: 60 830 30 02 | Business type: Other | Services offered: R&D

AMG.net | Date started: 2014 | Number of employees: 100 | Services offered: IT, Customer Care

SSC Bosch&Siemens

Cybercom Poland

Tel.: 801 191 534 | Business type: SSC | Services offered: R&D, IT Oliver Giersberg, Quality manager

Marzena Tyran, Head Of HR Department

SSC BRE Centrum operacji | Business type: SSC | Services offered: IT Barbara Tkaczyk, specjalista w firmie BRE Centrum Operacji

BSS - Business Support Solution S.A.

SSC DHL Express

| Date started: 2010 | Number of employees: 332 | Services offered: F&A mostly for Polish firms

Tel.: 42 634 53 45 | Date started: 2007 | Business type: SSC Marta Wojewnik, Head of Customer Service

Centrum Bankowości Bezpośredniej

CEE Shared Services and Outsourcing Directory

SSC Arynga | Date started: 2013 | Number of employees: 40 | Business type: SSC | Services offered: IT, R&D Lalit Kumar Gupta, managing director

BPO Atos Origin | Number of employees: 85 | Business type: BPO | Services offered: Finance and accounting

SSC Bank Pekao SA | Number of employees: 300 | Business type: SSC | Services offered: Back-office, call centre

BPO CERI International Sp. z o.o. | Date started: 2003 | Business type: BPO | Services offered: BPO, Customer support services (contact center, claims), Services activation and administration, Receivables and payments services, Document management

| Date started: 2014 | Number of employees: 30 | Services offered: SSC, księgowość AR

Tel.: 42 683 77 00 | Business type: SSC Anna Magier, Dyrektor ds. Personalnych

Mariusz Kaźmierczak, Head of Shared Service Center

BMS

Contact Center sp. z o.o.

| Services offered: IT, R&D

SSC BNP Paribas Cardif Services Tel.: 42 278 11 23 | Date started: 2006 | Business type: SSC Agata Wróblewska, Kontrola jakosci/Usługi Finansowa/Ubezpieczenia

Dimar | Number of employees: 100 | Business type: Call Centre Jasja van der Veen , MD

Ericpol Telecom Tel.: 42 664 25 00 | Date started: 2011 | Services offered: IT Marek Wodzisławski, Automotive Sales Lead at Ericpol

SSC Citi Handlowy Tel.: 42 6127726 | Date started: 2005 | Business type: SSC Piotr Rutkowski, Project Manager, R&D Center

Clariant Polska Sp z o.o.

SSC Barry Callebaut

SSC Dalkia Services Sp. z o.o. (Łódź Office) | Date started: 2006 | Number of employees: 220 (both offices Łódź & Poznań) | Business type: SSC | Services offered: Finances (AP, AR), Invoicing, HR&payroll, IT, Risk Management & Insurance

| Date 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 Jakub Kłoczewiak, President of the Board

Faurecia | Date started: 2014 | Number of employees: 50 | Services offered: IT help desk

SSC Fujitsu Technology Solutions Tel.: +48 42 271 3001 | Date started: 2009 | Number of employees: 1100 | Business type: SSC/BPO Hybrid | Services offered: F&A, IT Services/Software Development, Customer Support/Call Centre/Telemarketing, R&D Zaneta Leduchowska, Head of EMEIA Finance Services

SSC GE | Date started: 2013 | Number of employees: 20 | Business type: SSC | Services offered: Energy, Capital, Home & Business Solutions, Healthcare, Aviation, Transportation, Global Growth & Operations

Winner BPO Firm of the Year – Poland

CAPITA Polska CEE

Shared Services and Outsourcing Awards

44

2017

www.ceeOutsourcingAwards.com

2017


Łódź Poland

SSC Indesit | Date started: 2006 | Number of employees: 65 | Business type: SSC | Services offered: F&A

BPO Infosys BPO

Filip Kawczyński, Branch Director

| Business type: SSC Milosz Aleksander, Head of Global Shared Services

SSC Polkomtel Tel.: 601 102 601 | Date started: 2003 | Business type: SSC Jacek Lech, Manager Contact Center

Technitel

SSC Poyry

Teleca

Tel.: 42 6380400 | Business type: SSC | Services offered: R&D Dariusz Rogala, Zarządzanie Projektami

| Date started: 1999 | Number of employees: 150 | Services offered: IT

| Services offered: IT centre

TomTom

| Date started: 2014 | Number of employees: 500 | Business type: BPO | Services offered: Finance, accounting and procurement services, Database management, SAP services, Risk management, tax management, Consulting Jackowska Agnieszka, Center Head

| Date started: 2014 | Number of employees: 100 | Business type: SSC | Services offered: F&A Anna Dudzińska-Wawryniuk, HR Director Poland at Prudential

Intergraph

Randstad Payroll Solutions Sp. z o.o.

INTERsoft

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

SSC Prudential

| Date started: 2007 | Number of employees: 205 | Services offered: Centrum Przetwarzania Obrazu; VP Customer Care, CS Support Services IT

TRADENET | Date started: 2013 | Services offered: IT

| Date started: 1997 | Number of employees: 70 | Services offered: IT Dominika Królik

LSI Software

Rule Financial | Date started: 2014 | Number of employees: 150 | Services offered: IT, Finance

Tel.: 42 680 80 90 | Services offered: IT

SSC Samsung R&D

Mbank

| Date started: 2013 | Number of employees: 150 | Business type: SSC | Services offered: IT R&D

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

SSC McCormick Shared Services | Date started: 2014 | Number of employees: 100 | Business type: SSC | Services offered: Finance & Accounting

Sanitec SSC | Date started: 2014 | Number of employees: 25 | Business type: SSC | Services offered: F&A Piotr Michalec, Director Global Sourcing, Global Product Division Indirect

Scanaqua Terry Stuart, Senior HR Director, Global Shared Services & IT

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

SSC Nordea Bank AB S.A. (Nordea Operations Centre) Tel.: 42 638 01 50 | Date started: 2014 | Business type: SSC Bartłomiej Jaros, Team Leader

SSC Philips Tel.: (22) 571 00 00 | Date started: 2003 | Business type: SSC | Services offered: SSC

Pixel Technology SSC PKP Energetyka | Date started: 2014 | Number of employees: 200 | Business type: SSC | Services offered: F&A

2017

SUM Ltd. Tel.: 42 630 70 16 | Business type: SSC | Services offered: small SSC Janusz Komorowski, Prezes

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

SSC Takeda SCE Sp. z o.o Tel.: 42 273 20 00 | Business type: SSC | Services offered: F&A, customer service Zofia Zakrzewska, HR Specialist

Transition Technologies | Date started: 2006 | Number of employees: 130 | Services offered: IT Dariusz Lis, Dyrektor

Transition Technologies S.A., PSC Tel.: 42 664 97 20 | Services offered: IT

Unicredito | Date started: 2006 | Number of employees: 41 | Services offered: IT

SSC UPS Global Business Services Tel.: +48 42 290 92 00 | Date started: 2015 | Number of employees: 140 | Business type: SSC | Services offered: F&A, Brokerage, Contract Logistics, First Call Resolution, Delivery Information Joerg Keitel, Director, UPS GBS Poland

Veolia Environnement - SAP Center of Excellence

CEE Shared Services and Outsourcing Directory

SSC GE Power Controls Tel.: 42 677 71 03 | Date started: 2004 | Business type: SSC Ewelina Magiera-Baran, Associate Financial Analyst

| Date started: 2013 | Number of employees: 55 | Services offered: SAP Adam Wiercioch, Service Delivery Manager

SSC Whirpool EMEA S.p.A. Tel.: 42 645 51 01 | Date started: 2017 | Number of employees: 200 | Business type: SSC | Services offered: F&A. This new office will consolidate multiple locations across Poland and Europe in Łódź. Marco Fossataro, VP, Whirlpool EMEA

Target BPO

BPO XEROX

Tel.: 42 253 77 00 | Services offered: BPO Krzysztof Grzegorz Twardowski, Wiceprezes Zarządu - Dyrektor Operacyjny

| Date started: 2013 | Number of employees: 15 | Business type: BPO | Services offered: F&A

ZETO | Services offered: IT centre

SSC Tate&Lyle Tel.: 42 272 46 01

www.ceeOutsourcingAwards.com

45


Poland Lublin

Konstantynów Łódzki

SSC Proama

Ista

SISA Polska Sp. z o.o.

Tel.: 81 460 72 07 | Date started: 2011 | Number of employees: 250 | Business type: SSC | Services offered: SSC

| Date started: 2015 | Number of employees: 80 | Services offered: BPO Anna Gładki

Sii sp. z o.o.

Opta data Sp. z o.o.

Artur Pałac, Delivery Centre Director

Wilfried Engel

Transition Technologies

PZU S.A./PZU Życie S.A.

Tel.: 81 46 03 470 | Date started: 2014 | Number of employees: 51-100 | Services offered: ITO Urszula Kwiatkowska

Tel.: 690953093 | Number of employees: 50 | Services offered: SSC

Tel.: 42 636 99 40 Stephaan Elie Van Merris, Prezes Zarządu

Lublin Asseco Business Solutions | Services offered: IT

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

CEE Shared Services and Outsourcing Directory

BPO Genpact Poland Sp. z o.o. | Date started: 2009 | Number of employees: 250 | Business type: BPO | Services offered: F&A, OTC, STP Calin Avram

Infinite

Mława LG Electronix | Services offered: R&D Ewa Lis, PR Manager

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

Olsztyn

Open Finance CC

| Number of employees: more than 250

BPO Transcom Worldwide Poland Sp. z o.o.

| Date started: 2006 | Number of employees: 320 | Business type: SSC | Services offered: F&A Michał Wierzbowski, ASSC General Manager

Axxiome Polska Sp. z o.o. Tel.: + 48 71 750 40 50 | Services offered: IT Roland Szymik, Senior Technical Consultant

SSC Phlex Global | Date started: 2016 | Number of employees: 50 | Business type: SSC | Services offered: Back office for this medical firm Stella Donoghue, Managing Director, Phlexglobal Ltd

PKO BP Tel.: 0815356565 | Date started: 2000 | Number of employees: 250 | Services offered: SSC Agnieszka Bonetyńska, Contact Center Manager

Oświęcim Synthos | Services offered: opening new centre in 2016

Poznań SSC A. Schulman

Opole

SSC ORANGE POLAND

SSC Sindbad | Date started: 1983 | Number of employees: 20 | Business type: SSC Ryszard Wójcik, Prezes

Bright Coders’ Factory Tel.: 696496531 | Date started: 2016 | Number of employees: 20 | Business type: R&D | Services offered: IT Services/Software Development Wiesław Błysz, CEO

Tel.: 61 668 19 00 | Date started: 2015 | Number of employees: 100+ | Business type: SSC | Services offered: F&A, IT, HR, SSC Magdalena Dzikowska, HR Director

BPO Addconnect Contact Center Tel.: 61 624 53 33 | Date started: 2012 | Number of employees: 100-200 | Business type: BPO | Services offered: Customer Operations

SSC ADM

Capgemini, Infrastructure Services

| Date started: 2014 | Number of employees: 100-200 | Business type: SSC | Services offered: F&A, SSC Agnieszka Dąbrowska, EMEA SSC Operations Manager

| Date started: 2013 | Number of employees: 166 | Services offered: ITO Daniel Habrat

Tel.: 61 664 74 26

BPO Administration Personnel Services

Winner Emerging City of the Year – Poland

Opole CEE

Shared Services and Outsourcing Awards

46

2017

www.ceeOutsourcingAwards.com

2017


Poznań Poland

Katarzyna Banach, Prezes Zarządu

Tim Oldenburg, Operations Director

SSC Bridgestone EBS

BPO Ciber

Tel.: 61 646 09 81

| Date started: 2011 | Number of employees: 100-200 | Business type: SSC | Services offered: F&A, Legal, HR, Controlling, SSC Marzena Bobryk

Tel.: 61 622 73 81 | Date started: 2010, 2014 | Number of employees: 200- 500 | Business type: BPO | Services offered: ITO, SSC, F&A, HR Jarosz Krzysztof, Managing Director

SSC BZ WBK Obszar Direct Banking Alphanumeric Systems Europe

Cleeng

| Business type: SSC | Services offered: Finance

| Date started: 2015 | Number of employees: < 50 | Services offered: R&D, IT video solutions Mateusz Tymek

Alma (Systemy Informatyczne)

| Date started: 2015 | Number of employees: < 50 | Services offered: ITO, IT service desk

BPO Arvato services Tel.: 61 652 88 00 | Date started: center- 2005 | Number of employees: > 1000 | Business type: BPO | Services offered: BPO/ITO, IT (70), Contact center (600), F&A (50), Debt collection Malgorzata Różańska, Director, PR and Marketing

SSC BAE Systems | Date started: 2012 | Number of employees: 50- 100 | Business type: SSC | Services offered: IT Krzysztof Kuc

BPO Banach Outsourcing | Date started: 2014 | Number of employees: < 50 | Business type: BPO | Services offered: F&A, HR, HCM, consulting

SSC Carl Zeiss Tel.: +48 61 62 68 600 | Date started: 2012 | Number of employees: 50-100 | Business type: SSC | Services offered: SSC, F&A - AP, AR, FA, GL Rainer Wegrath, Managing Director

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

Cognifide | Date started: 2005 | Number of employees: 200- 500 | Services offered: IT, Software development Marcin Stańczyk, Managing Director

BPO Contact Center | Date started: 1999 | Number of employees: 500- 1000 | Business type: BPO | Services offered: BPO, Contact center, sales, Marketing research Dariusz Sawiński

Deloitte BPO

SSC CenturyLink Poland Sp. z o.o. Tel.: 61 641 41 80 | Date started: 2012 | Number of employees: 100+ | Business type: SSC | Services offered: ITO, IT

| Date started: 2008 | Number of employees: 13 | Services offered: Bookkeeping, Accounting, Payroll and HR administration

CEE Shared Services and Outsourcing Directory

| Date started: 2013 | Number of employees: 500-1000 | Business type: BPO | Services offered: Customer Operations Tomasz Hadzik, Zarząd

47 2017

www.ceeOutsourcingAwards.com


Poland Poznań

SSC DFDS Polska | Date started: 2012 | Business type: SSC Radek Mierzejewski, Director

Huawei | Date started: 2016 | Number of employees: < 50 | Services offered: IT, Mobile technologies, R&D

Duni EFF SP.z o.o.

SSC GlaxoSmithKline Global IT Centre

SSC IKEA Shared Services Sp z o.o.

Tel.: +48616560701 | Date started: 2005 | Number of employees: 50 | Business type: SSC/BPO Hybrid | Services offered: F&A, HR or Payroll Krister Gullstrom, General Manager

| Date started: 2007 | Number of employees: 200 | Business type: SSC | Services offered: 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 Jerzy Toczyski, President of the Board

Tel.: 61 650 71 00 | Date started: 2010 | Number of employees: 200- 500 | Business type: SSC | Services offered: F&A /HR / Database administration, SSC Małgorzata Bochenek, Human Resources Department Director

Elavon Merchant Services

CEE Shared Services and Outsourcing Directory

| Date started: 2013 | Number of employees: 100-250 | Business type: SSC | Services offered: ITO Piotr Kania, Country Manager

Enea S.A.

Grace

Tel.: 61 856 11 36 | Date started: 2014 | Number of employees: > 1000 | Business type: SSC | Services offered: F&A, HR, IT, Customer service Krzysztof Kierzkowski, President

| Date started: 2007 | Services offered: R&D Jacek Walkowiak, HR Director

SSC EXIDE Technologies SSC Sp. z o.o. Tel.: 61 87 86 311 | Date started: 2012 | Number of employees: < 50 | Business type: SSC | Services offered: F&A Marcin Glogowski, European Project Manager and SSC Manager

Finnchat | Date started: 2014 | Number of employees: 50 | Services offered: online chat

SSC Franklin Templeton Investments Center | Date started: 2007 | Number of employees: 800+ | Business type: SSC | Services offered: Transfer agent/ back office services/ fund accounting, SSC Krzysztof Bronisz, Vice President Operations

SSC GFT

| Date started: 2014 | Number of employees: < 50 | Services offered: Engineering, R&D, IT, BPO Frederick Schellenberg, Regional Director

Grant Thornton Frąckowiak

SSC Jeronimo Martins Polska S.A.

Tel.: 61 625 11 00 | Date started: 1993 | Number of employees: 200- 500 | Services offered: F&A, Payroll, Consulting, Audit Edward Nieboj, Managing Partner

| Date started: 2011 | Number of employees: 200-500 | Business type: SSC | Services offered: F&A, HR Przemysław Nadstoga, Operations Director

HedgePole (Polska) Sp. z o. o.

Tel.: 61 81 15 196 | Date started: 2014 | Number of employees: < 50 | Business type: SSC | Services offered: F&A Magdalena Żbikowska, Human Resources Generalist

SSC John Deere Tel.: 61 841 00 80 | Date 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 Dominika Melon, Head of Business Operations

BPO Holicon Sp. z o.o. | Date started: 2004 | Number of employees: 900 | Business type: BPO | Services offered: Call Center, Sales center, IT solutions, Personalized marketing

BPO Genpact PL Sp. z o.o. | Date started: 2016 | Number of employees: 100- 200 | Business type: BPO | Services offered: F&A

Intitek

Holiday Check | Date started: 2011 | Number of employees: < 50 | Services offered: R&D, IT Przemysław Skiba, Director IT International

Tel.: 61 880 09 01

SSC Kennametal Tel.: (061) 665 65 01 | Date started: 2010 | Number of employees: 100+ | Business type: SSC | Services offered: Customer service Robert Mazurek, Finance Manager Central Eastern Europe, Vice Chairman of the Board

SSC Kerry Logistics Services (Europe) Sp. z o.o. | Business type: SSC | Services offered: F&A, Logistics Rafal Przychodzien, Shared Services Manager

Kleffmann Tel.: (61) 647-39-74 | Date started: 1993 | Number of employees: < 50 | Services offered: BPO, Call Center- marketing research

Winner TOP CSR initiative of the Year

Promotion of IT among People with Disabilities in Belarus

48

CEE

Shared Services and Outsourcing Awards

2017

www.ceeOutsourcingAwards.com

2017


Poznań Poland

Natalia Wolwowicz, HR Manager

Zbigniew Cieluba, General Manager Poland

Kornelia Mironowicz, Office Manager

SSC Lina Medical Group SSC

Opera Software (d. BenQ) OS ASA

Selvita

Osram

| Date started: 2016 | Number of employees: < 50 | Services offered: Biotechnology, Pharmaceutics, R&D

SSC Lorenz Tel.: (61) 86 49 700 | Date started: 2008 | Number of employees: 50-100 | Business type: SSC | Services offered: F&A/IT Carsten Korthaus, Prezes Zarządu

MAN Accounting Center sp. z o.o. Tel.: 61 886 72 00 | Date started: 2006 | Number of employees: 200-500 | Services offered: SSC: F&A, HR or Payroll, Logistics/ Supply Chain Karol Wawrzynowski, Head of SSC, Management Board Member

SSC Mars Finance

Tel.: 22 550 23 00 | Date started: 2015 | Number of employees: <50 | Services offered: HR, SSC Malgorzata Grabowska, HR Manager Poland, Ukraine & EU E Sales

SSC Polaris Laboratories Europe Sp. z o.o. Tel.: 61 627 21 90 | Date started: 2014 | Number of employees: < 50 | Business type: SSC | Services offered: Chemical analysis, R&D

Printing International Polska Sp. z o.o. Tel.: 61 830 77 57 Laurent De Voider, Członek Zarządu

SSC McKinsey Emea

| Date started: 2013 | Number of employees: < 50 | Business type: BPO | Services offered: Operations center: F&A, Customer care, logistics, supply chain management, HR, SSC Sylwia Zabek, HR Director

BPO Propex Services Group

SSC Roche IT Service Centre Mentor Graphics | Date started: 2009 | Number of employees: < 50 | Services offered: R&D, IT Grzegorz Mrugalski, Development Engineering Manager

Tel.: 61 639 76 80 | Date started: 2010 | Number of employees: 100 - 200 | Services offered: IT, ITO Natalia Buczel, Regional Director

SSC Pepco Tel.: 61 668 43 00 | Date started: 2015 | Number of employees: 100 | Business type: SSC | Services offered: Customer service, Marketing, Logistics, procurement Łukasz Owczarek, International Finance & Business Development Manager

| Date started: 2007 | Number of employees: 83 | Business type: SSC | Services offered: F&A Wojciech Skrudlik, Director

Tel.: 61 842 1000 | Date started: 2011 | Number of employees: 500-1000 | Business type: SSC | Services offered: SSC: Support for European offices Monika Stachowiak, GM

Sii

Tel.: 22 345 18 88 | Date started: 2009 | Number of employees: 100-200 | Business type: SSC | Services offered: IT Stanisław Pietrzyk, Starszy specjalista ds. sprzedaży

Starter Sp. z o.o. | Date started: 2000 | Number of employees: 50 -100 | Services offered: BPO, Contact center 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

Steel Construct Sp. z o.o. Tel.: 61 85 15 046 Gerard Wautier, Prezes

Sysnet Global Solutions | Date started: 2015 | Number of employees: < 50 | Services offered: Cyber security, Compliance management, IT Krzysztof Olejniczak, Central and Eastern Europe Team Leader

Talex Tel.: 61 827 55 00 | Date started: 1989 | Number of employees: 200- 500 | Services offered: IT, ITO Janusz Gocałek, President of the Board

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

SSC Newell Rubbermaid

SSC ROCKWOOL Global Business Service Center

SSC Veolia Centrum Usług Wspólnych

Tel.: 61 63 98 000 | Date started: 2013 | Number of employees: 200-500 | Business type: SSC | Services offered: Customer service, HR, SSC Tomasz Tomowiak, Senior Regional Manager

| Date started: 2016 | Number of employees: 100 | Business type: SSC | Services offered: F&A, IT Services/Software Development Anna Berczyńska, Director of RGBS

Tel.: 61 829 92 60 | Date started: 2006 | Number of employees: 50-100 | Business type: SSC | Services offered: IT/F&A/Risk management Jowita Mytnik-Skala, Shared Services Centre CEO

SSC O-I Business Service Center Tel.: 61 2710 601 | Date started: 2014 | Number of employees: 75+ | Business type: SSC | Services offered: Management, Marketing F&A Moreno Garavaglia, European BSC Director

Open Text Tel.: 61 858 00 12 | Date started: 2009 | Number of employees: < 50 | Services offered: R&D, IT

2017

Saavis Tim Oldenburg, Operations Director Poland

Samsung Electronics Polska R&D Center | Date started: 2011 | Services offered: R&D

Savvis

SSC Volkswagen Poznań Tel.: 61 876 18 36 | Date started: 2015 | Number of employees: <50 | Business type: SSC | Services offered: F&A, Logistics, Procurement Patrycja Kasprzyk, Koordynator ds. Public Relations

| Date started: 2012 | Services offered: ITO

W.R.Grace

Seargin

| Number of employees: 20 | Services offered: Research Laboratory Jacek Walkowiak

Tel.: +48 696 426 256

CEE Shared Services and Outsourcing Directory

Tel.: 61 222 2121 | Business type: SSC | Services offered: SSC for this medical group that produces products designed for Minimal Invasive Gynecology. Services: F&A, IT, Purchasing, Customer Service, Logistics Danuta Kordylewska, Head of SSC

www.ceeOutsourcingAwards.com

49


Poland Radom

SSC Wavin Polska S.A. Tel.: +616225479 | Date started: October 2013 | Number of employees: 80 | Business type: SSC | Services offered: F&A, IT Services/ Software Development Izabella Maczkowska-Ciborowska, CEE Finance Director/SSC Director; Marta Krzepkowska, Head of SSC Accounting Services and Taxes

Wikia | Date started: 2007 | Number of employees: 50+ | Services offered: R&D, IT Andrzej Swędrzyński, Dyrektor Działu Rozwoju Oprogramowania

CEE Shared Services and Outsourcing Directory

BPO ZETO S.A. Tel.: 61 854 02 00 | Date started: 1965 | Number of employees: 50 -100 | Business type: BPO | Services offered: IT, ITO Marek Majewski, Prezes Zarządu

Luboń

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

Telbridge Radom | Date started: 2007 | Number of employees: 200 Artur Bakuła

Ruda Śląska BPO Arteria SA

Systemy Informatyczne Set(h) Sp. z o.o.

Rzeszów

Unicall Communication

Tel.: 17 852 31 53

Tel.: 734 167 777 | Number of employees: 90 | Services offered: BPO/CC Marcin Łukaszik, sales manager

SSC Centrum Usług Finansowych ACP Pharma S.A.

SSC Raben Polska Sp. z o.o. (Sea & Air) Tel.: 61 898 82 83 | Date started: 2013 | Number of employees: 50-100 | Business type: SSC | Services offered: F&A (50), IT (50), SSC Ewa Pietruszka, SSC Manager

Złotniki SSC CEDC International | Date started: 2015 | Number of employees: 50-100 | Business type: SSC | Services offered: F&A, SAP, SSC, Customer service Marcin Myszka, Key Account Manager

ContactPoint

BPO ZETO-RZESZÓW Sp. z o.o Tel.: 17 852 13 55 | Number of employees: 100 | Business type: BPO | Services offered: IT Adam Jan Żarnowski, Członek Rady

| Date started: 2003 Poland, 2006 Rzeszów | Number of employees: About 600 | Services offered: Call center, CATI, BPO Jarosław Szpryngwald, President of the Board

SSC NSG

Cross Jeans

| Business type: SSC | Services offered: F&A Stops, Mike, Group Director Service Centres

Sandomierz

| Number of employees: 20 | Services offered: R&D software

SSC Deloitte Central Europe Business Services Center Tel.: +48 (0) 17 220 91 00 | Date started: 2015 | Business type: SSC | Services offered: IT Services/Software Development, Pension/ Investment fund Accounting/Admin Jakub Lubelski, Marketing & PR Coordinator

Sosnowiec Argus Tel.: 32 291 85 24 | Services offered: BPO

Szczecin

SSC Hamilton Sundstrand

BPO arvato Bertelsmann

Tel.: 17 888 20 00 | Number of employees: 200 | Business type: SSC | Services offered: R&D Raul Tapesko

Tel.: 91 351 85 00 | Date started: 2004 | Number of employees: 290 | Business type: BPO | Services offered: IT, lettershop, logistic conract center & back office, loyalty programs, financila services Tomasz Wasikowski, Contact Center Manager

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

OPTeam S.A.

50

| Services offered: IT Krzysztof Bobran, President

Asseco Poland Region Rzeszów

| Date started: 2010 | Number of employees: About 80 | Business type: SSC | Services offered: Finance, service ACP PHARMA Group Daniel Pitrus, Director CUF

Robakowo k. Poznania

Reslogistic

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

BPO OEX Business Services

| Date started: 2007 | Number of employees: Over 30 | Services offered: Payroll outsourcing, HR administration outsourcing Piotr Rogala, President of the Board

SSC Pratt&Whitney Tel.: 17 854 66 00 | Business type: SSC | Services offered: F&A Wesław Bomba, Director

Tel.: 17 772 58 00 | Date started: 2014 | Services offered: TSL (Logistics, Transport)

Tel.: 61 886 25 00 | Date started: 2011 | Number of employees: < 50 | Business type: BPO | Services offered: BPO, Customer Operations, Document Management, Marketing Przemysław Bogdański, Managing Director field marketing

External Services sp. z o.o.

SSC PGE Obrót S.A. Tel.: 422 222 222 | Date started: 2014 | Business type: SSC | Services offered: Tomasz Zarzycki, Project Manager at PGE Obrot SA

Tel.: 178672100

www.ceeOutsourcingAwards.com

BL Stream Sp. z o.o Tel.: (71) 723-21-80 | Date started: 1999 | Number of employees: 220 | Services offered: IT Jacek Lisowski, Członek Zarządu

2017


Szczecin Poland

Tel.: 91 814 45 55 | Date started: 2013 | Number of employees: 140 | Services offered: IT Daniel Jabłoński, President of the Board

SSC Coloplast Business Centre Tel.: +48 91 881 75 00 | Date started: 2009 | Number of employees: n/a | Business type: SSC | Services offered: F&A, IT Services/Software Development, HR, Data Analytics, Customer Support, Legal Services Wojciech Faszczewski, Vice President

Contact Center Sp. z o.o. | Date 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 Jakub Kłoczewiak, President of the Management Board

Convergys Tel.: 91 488 13 23 | Date started: 2005 | Number of employees: 270 | Services offered: BPO/Contact Center Ewa Dąbrowska, Site Director

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

SSC Dansk Supermarked | Date started: 2013 | Number of employees: 140 | Business type: SSC | Services offered: F&A Niećko Adriana, SSC Operation Manager

DGS Business Services Sp. z o.o. Tel.: 91 441-7700 | Date started: 2003 | Number of employees: 172 n/a Maciej Marcin Prusinowski, Członek Zarządu

GaveKal | Date started: 2008 | Services offered: BPO

BPO Genpact PL Sp. z o.o. | Date started: 2013 | Number of employees: 100+ | Business type: BPO | Services offered: F&A, Procurement, Banking Services, Customer Services Pascal Henssen

Huuugegames Tel.: 91 455 31 50 | Date started: 2002 | Number of employees: 85 | Services offered: IT Małgorzata Juzefowicz

Magemar Polska Sp. z o.o. Tel.: 91 430 88 91

2017

Philippe Mairlot, Prezes Zarządu

Danuta Paruzel, President

Marine Technology Centre Co.

Tczew

Tel.: 918310935 | Date started: 1971 | Number of employees: 100 | Services offered: R&D

SSC Metro Services PL Tel.: 91 486 66 00 | Date started: 2012 | Number of employees: 95 | Business type: SSC | Services offered: F&A Maria Antoniewska, HR Manager

Mobica | Date started: 2013 | Number of employees: 70 (100 plan) | Services offered: IT Marek Gaborski, Site Manager

Vitax | Date started: 2010 | Number of employees: 20 | Services offered: F&A

Toruń SSC Allegro IT Center | Date started: 1999 (since 2008 in Toruń) | Number of employees: ca 50 (in Toruń) | Business type: SSC | Services offered: IT

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

SSC Netto | Date started: 2013 | Number of employees: 114 | Business type: SSC | Services offered: F&A

CTDP

PJM - Shipping & Trading

| Date started: 1999 | Number of employees: ca 1000 (in 2008) | Services offered: Customer support Kamila Karczewska, HR Manager

Tel.: 91 488 23 88 Piotr Jerzy Mechowski, CEO

Cyfrowy Polsat

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

Tieto Poland Sp. z o. o. Tel.: 918144555 | Date started: 2006 | Number of employees: 300 | Services offered: IT services, R&D services Artur Grzegorz Perwenis, Członek Zarządu

| Date 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 Przemysław Polaczek, Managing Partner, International business centre Director

BPO OpusCapita Sp. z o.o. TietoEnator Sp. z o.o. | Date started: 1999 | Number of employees: 500 | Services offered: IT Michał Szostkowski

Tel.: + 48 22 461 25 00 | Date started: 2008 | Number of employees: 700 | Business type: BPO | Services offered: BPO: F&A, IT Services/ Software Development, HR or Payroll Jarosław Tkaczyk, Managing Director

CEE Shared Services and Outsourcing Directory

brightONE

SSC Unicredit Business Integrated Solutions Tel.: 91 430 2394 | Date started: 2008 | Number of employees: 350 | Business type: SSC | Services offered: Finance and Accounting Karol Tymoszyński, Head of Global Competence Center

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

Telmon | Date started: 2011 | Number of employees: ca 350 | Services offered: Customer support

Unizeto Tel.: 91480 1201 | Date started: 2006 | Number of employees: 470 n/ a | Services offered: IT Andrzej Bendig-Wielowiejski, President of the Board

Tarnowskie Góry Sitel | Number of employees: 11 | Services offered: BPO Call Centre

Wągrowiec BENECKE KALIKO S A Tel.: 67 268 54 90; 262 49 83 Ryszard Woźniak, Członek Zarządu

Wroclaw SoftServe Tel.: 1-866-687-3588

www.ceeOutsourcingAwards.com

51


Poland Wrocław

| Date started: 1993 | Number of employees: 4500 | Business type: Other | Services offered: IT Services/Software Development, Data Analytics, R&D Keith Rozmus, VP, North American Business Development; John King, VP, European Business Development

SSC 3M SSC EMEA Tel.: 71 395 96 00 | Date started: 2014 | Business type: SSC | Services offered: ITO,HR, F&A Rafał Olejniczak, Director

BPO ACN

CEE Shared Services and Outsourcing Directory

| Date started: 2006 | Business type: BPO | Services offered: contact centre

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

BPO Capgemini, Software Solutions Center Tel.: +48 (71) 756 00 01 | Date started: 2004 | Number of employees: 500 | Business type: BPO | Services offered: Systemy IT, SAP Piotr Poprawski

Ciklum Cogniance | Date started: 2014 | Services offered: IT

SSC CREDIT SUISSE (Poland) (Center of Excellence) Tel.: +48 71 388 38 71 | Date started: 2007 | Number of employees: 800+ | Business type: SSC | Services offered: F&A, HR, Procurement, Customer Service, Financial Services, Knowledge Process Outsourcing, IT Support, Reporting, Design & Publishing Services Arthur Baenziger

SSC CRISIL Global Research & Analytics (GR&A) Axiom Law Tel.: +48 71 738 3400 | Date started: 2014 | Services offered: legal advisory Kamila Leszczyńska, Office Manager

| Number of employees: Planned 100 | Business type: SSC | Services offered: KPO Center (Mathematics) Monika Radomska, HR Manager at Crisil Global Research & Analytics-Standard & Poor\\’s company

Balluff

CSS Corp

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

| Services offered: IT

SSC BD Tel.: 0048 71157-6420 | Date started: 2012 | Number of employees: 350 | Business type: GBS/CoE | Services offered: GBS/CoE: F&A, HR, Data Analytics, Logistics, Customer Support Sudheer K.Valappil, Site Director; Lukasz Korybalski, Country General Manager CEE

Birlasoft

Descom sp. z o.o. Tel.: 666-926-482 | Services offered: Finnish parent company Anders Lonn, General director

Diehl Controls Tel.: +48 71 7749-765 | Number of employees: 65 | Services offered: R&D (Whitegoods) Juergen Hirath

| Services offered: IT

SSC Dolby Poland Sp. z.o.o. BL Stream | Date started: 1999 | Services offered: IT Piotr Anioła

Tel.: +48-71-7352-300 | Date started: 2012 | Business type: SSC | Services offered: R&D Łukasz Bratek, Director

SSC BNY Mellon Tel.: 71 734 64 02 | Date started: 2008 | Business type: SSC | Services offered: F&A Martin Ring, Dyrektor Zarządzający

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

SSC C.H. ROBINSON POLAND Sp. z o.o.

52

Tel.: 71 719 23 00 | Business type: SSC | Services offered: F&A Aneta Czarnocka, SSC Manager

Enabledware

Maciej Sibiński, Managing Director

SSC EY Global Services Poland Sp. z o.o. Tel.: +48 71 7143000 | Date started: 2011 | Number of employees: 560+ | Business type: SSC | Services offered: F&A, IT Services/ Software Development, HR or Payroll, Knowledge management, Project management, Executive Assistants, Procurement, Creative services Dariusz Sus, Global Delivery Services Poland Leader

SSC Fagor Mastercook | Business type: SSC | Services offered: R&D (Whitegoods) Ireneusz Bartnikowski

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

SSC Geoban S.A. S,A, (Santander) Tel.: 58-760-6872 | Date started: 2008 | Number of employees: 600 | Business type: SSC | Services offered: Banking operations Santander group shared services Dariusz Bazeli, General Manager

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

SSC Global e-Business Operations Sp. z o.o. Tel.: 22 777 96 33 | Date started: 2005 | Business type: BPO | Services offered: F&A, Human Resources, Payroll, Customer Service, Marketing Orłowska Agnieszka, GM

Google | Date started: 2007 | Services offered: IT and marketing Radosław Kokot

| Services offered: BPO

Espotel Poland Sp. z o.o. | Date 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.

Etteplan Poland Sp. z o.o. Tel.: +48668181511 | Date started: 2010 | Number of employees: 150 | Business type: R&D | Services offered: IT Services/Software Development, R&D

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Gorilla Group | Date started: 2014 | Services offered: IT/help desk,software development

Hicron | Date started: 2006 | Services offered: ITO Bartosz Fudala

HP Global e-Business Operations sp. z o.o. Max Jouan, Director GBS Wrocław

2017


Poland Wrocław

SSC IBM Global Services Delivery Centre Poland Sp. z o.o. | Date started: 2010 | Number of employees: 2000 | Business type: SSC/PPO Hybrid | Services offered: IT Okur Volkan, Project Manager, PMP by PMI®, Team Leader

BPO Impel | Date started: 1991 | Business type: BPO | Services offered: BPO (HR, IT, F&A) Konrad Korczak, Drektor Centrum Usług Księgowych

BPO Objectivity Bespoke Software Specialists Sp. z o.o.

Krzysztof Kuliński

Tel.: +48 71 7494 000 | Business type: BPO | Services offered: IT Paweł Grundys, Head of Project Management

Santander Consumer Bank

Ocado Technology Lukasz Brzezowski, Head of Ocado Technology Wrocław

Opera Software Tel.: 71 719 60 00 | Number of employees: 150 | Services offered: IT R&D Erik Harrell, President

SSC Infor Center of Excellence

CEE Shared Services and Outsourcing Directory

| Date started: 2016 | Number of employees: 200 | Business type: SSC | Services offered: IT services provider; F&A Artur Sawicki, General Manager

Infusion Tel.: (+48) 12 341 9730 | Date started: 2012 | Services offered: ITO Ewelina Dolata, HR Business Partner at Infusion

JP Weber

Parker Hannifin Tel.: 71 38 20 100 | Date started: 2013 | Services offered: BPO (F&A) Piotr Brzuchnalski, GM

SSC QAD | Number of employees: 50 | Business type: SSC | Services offered: R&D Jarosław Jaśkiewicz

| Date started: 2004 | Services offered: BPO (F&A) Marcin Dudarski

Qatar Airways European Customer Contact Center

SSC KPIT Cummins

| Date started: 2012 | Business type: Contact centre | Services offered: BPO (contact centre) Lukasz Kuropka, Acting HR Manager

| Number of employees: 40 | Business type: SSC | Services offered: Accounting Center

| Number of employees: Planned 300 | Services offered: BPO Michal Kabath, HR Project Manager

Siemens AG Tel.: 71 777 15 42 | Number of employees: 50 | Services offered: R&D IT(Software) Robert Góral, Director

Sii Tel.: 71 758 22 90 | Date started: 2009 | Number of employees: 240 | Services offered: IT, inżynieria przemysłowa Gregoire Nitot

SMT Software Tel.: 71 769 59 00 | Date started: 2014 | Services offered: IT. Customized software development

Soenen Polska sp. z o.o. Tel.: 71 784 57 94 Eveline Regina Soenen, Prezes

Softsystem Tel.: 17 875 13 00 | Number of employees: 51-100 | Services offered: R&D

SSC QIAGEN Business Services Sp. z o.o. Kruk | Date started: 1998 | Services offered: BPO (F&A) Piotr Krupa

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

Tel.: 71 710 75 | Date started: 2012 | Number of employees: 166 | Business type: SSC | Services offered: IT Services/Software Development, HR or Payroll, Data Analytics/ Management, Logistics/Supply Chain, Customer Support/Call Centre/Telemarketing Malgorzata Karpinska, Senior Director Head of Business Service Center

SSC McKinsey & Company Poland Knowledge Centre Tel.: +48 71 393 71 00 | Number of employees: 170 | Business type: SSC | Services offered: The Poland Knowledge Center (PKC) in Wroclaw is one of the fastest-growing Knowledge Centers at McKinsey. More than 120 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. Mark Lobo, Head - McKinsey Knowledge Centre

Merck | Date started: 2014 | Services offered: BPO (HR) Magdalena Bystranowska, Managing Director

REC Global Tel.: 71 711 8011 | Date started: 2007 | Number of employees: 260 | Services offered: ICT, software engineering services Krzysztof Kuliński

Red Embedded Group

Techland | Date started: 1991 | Services offered: IT Paweł Marchewka

Tequila Mobile | Date started: 2008 | Services offered: IT Wojciech Woziwodzki

Tieto Poland Sp.z o. o. | Date started: 2008 | Number of employees: May 2011- 1100 employees | Services offered: IT services, R&D services, Industry specific

SSC Toyota Motor Europe Tel.: (71) 359 85 90 | Business type: SSC

Chris Thornborrow, General Manager

Redknee Poland Tel.: 71 881 02 00 | Date started: 2013 | Services offered: IT Dorota Paśnik, Office Manager

SSC Remy International

Transition Technologies SSC UBS | Date started: 2015 | Business type: SSC | Services offered: F&A Dorota Bednarko, Head of Recruiting, Poland at UBS

| Business type: SSC | Services offered: R&D (Automotive)

Nokia Solutions and Network

54

Tel.: 71 777 41 30 | Number of employees: 900 | Services offered: IT R&D

Research & Engineering Center Sp. z o.o.

UNIT 4 TETA | Date started: 2014 | Services offered: IT

| Date started: 2007 | Number of employees: 222 | Services offered: IT, Software development services

www.ceeOutsourcingAwards.com

2017


Wrocล‚aw Poland

UPS Global Business Services Polska Sp. z o.o.

West Wood Product International Sp. z o.o.

Tel.: +48 (0) 71 335 83 00 | Date started: 2006 | Number of employees: 675 | Business type: SSC | Services offered: F&A, Brokerage, Marketing, Business Development, Contract Logistics Magdalena Wierzbicka, GBS Senior Manager

Tel.: 71 357 07 35 Augustinus Luciaan Beirinckx, Prezes

Tel.: 71 714 80 09 Radek Majda, Sr. Director, Board President for Wroclaw Site

SSC Viessmann Tel.: 71/ 36 07 100 | Business type: SSC

SSC Volvo Tel.: +48 71 302 17 00, 302 17 06 | Date started: 2004 | Number of employees: 500 (100 in IT) | Business type: SSC | Services offered: Accounting, administration, IT Bengt Lundstrรถm

Tel.: 71 346 44 00 Philippe Marie Schroeijers, Prezes

NMC Polska Sp. z o.o. Tel.: 32 373 24 40 Joseph Burtscheidt, Prokurent

Zielona Gรณra ABD

BPO Wipro Tel.: 697 660 006 | Number of employees: 150 | Business type: BPO | Services offered: HR Service Center

SSC XL Catlin Tel.: +48 71 756 47 00 | Date started: 2013 | Number of employees: 250 | Business type: SSC | Services offered: F&A, IT Services/Software Development, HR or Payroll, Legal Services Adrian Copland, Head Of European Shared Services

SSC Xylem Shared Services Wabco Tel.: 71 782 18 88 | Number of employees: 40 | Services offered: R&D (Automotive) Klimczuk Agnieszka, Site Logistics Leader

Tel.: 71 749 79 00 | Business type: SSC Yekaterina Metrinskaya, Front Office Receptionist

CEE Shared Services and Outsourcing Directory

UTC Aerospace Systems

Western Equipment for Sports and Other Technologies Polska Sp. z o.o.

Zabrze

55 2017

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Lithuania Vilnius

Lithuania Vilnius Adform

CEE Shared Services and Outsourcing Directory

| Date started: 2006 | Number of employees: 444 | Business type: Other | Services offered: IT - Digital Advertising software

SSC Affecto

Panevezys

Klaipeda

Royal Unibrew Services

GreenCarrier Omega Technology

Population: 2,898

Tel.: 370 5 212 3712 | Date started: 1991 | Number of employees: 230 | Business type: SSC | Services offered: HR, Supply Chain Management, F&A, Customer Support Karolis Baltrušaitis, CEO

Radviliškis [20]

Panevėžys

Klaipėda

SSC Ahlstrom Tel.: +370 626 38991 | Date started: 2014 | Number of employees: 73 | Business type: SSC | Services offered: F&A, customer suppport Daiva Sereikiene, Service Center Manager

Kaunas

Kaunas

[307]

Callcredit Operations, UAB Dematic Limited Festo Intermedix Micro Matic SSC Runway Lithuania Unicall (Kaunas Communication)

SSC AIG Global Shared Services | Business type: SSC | Services offered: F&A Przemyslaw Siuda, General Manager

Alliance for Recruitment Tel.: +370 61126953 | Date started: 2011 | Number of employees: 50 | Business type: Other | Services offered: Largest recruitment consultancy in the Baltics, specializing in supporting Shared Services industry in Scandinavia and Baltic states. Andrius Francas, Partner

Winner

[98]

[159]

VILNIUS [528]

Vilnius Adform Affecto Ahlstrom AIG Global Shared Services Alliance for Recruitment Asseco Lietuva, UAB Atea Barclays Technology Centre Limited CITCO Vilnius

Cognizant Technology Solutions Lithuania Computer Sciences Corporation (CSC) Cowi CSC Telecom CSD Engineers Danske Bank Group IT Lithuania Euromonitor International

EY IBM Lithuania Inwido Support Leinonen Lithuania Lindorff Matrix Software Baltic Nasdaq Nielsen & Nielsen OpusCapita Accounting PandaConnect

Paroc Oy Ab PWC Revel Systems SEB Shared Service Center Vilnius Sinectra Skandia Operations Center Studio Moderna Swedbank Global Services Teleperformance

Tieto Transcom Worldwide Western Union Processing Lithuania WorldOne

Population figures in thousands

Most Dynamically Developing City – CEE

Vilnius CEE

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2017


Vilnius Lithuania

Rosita Vasilkeviciute SVP, Head of Danske Bank Global Utilities and Site Leader of Global Services Lithuania (GSL) Danske Bank, Global Services Lithuania (GSL) Vilnius, Lithuania Parent Company: Danske Bank A/S (Copenhagen, Denmark)

Please provide a few sentences about what your company is doing in CEE? Danske Bank employs ca. 19,000 professionals and operates in 15 countries, with core markets being Denmark, Norway, Sweden and Finland. In 2012 Danske Bank established its Global Services Centre in Lithuania, which became the key strategic center for a vast portfolio of banking operations, professional services, business support functions and front-end product development. Today GSL employs more than 1100 professionals, working in the global teams’ set-up, in 17 global units. Successful journey of GSL in Lithuania has also led Danske Bank Group to a decision to establish a 670+ FTE Group IT center in Vilnius. Explain why your company set up operations in the specific city and any specific factors that influenced the company’s decision: Availability of skilled workforce: 41% of higher education graduates study social sciences, business & law; 12,600 graduates with financial education every year; 23,000 employed in the financial services industry. Potential employees’ attitude and “can-do” approach, cultural (and geographical) proximity to Nordic countries: Considerable cost competitiveness; Lithuania is no. 3 in the EU for the lowest average wage; 2.5% average real wage growth in Lithuania (2015–2016); Leverage pre-existing business organization: Danske Bank Lithuania had been serving local customers for ~15 years before establishing its Shared Services Centre. How will you develop in the next 2-3 years? Having started with out-tasking model approach, the center has grown into a set of competence centers with end-to-end process ownership, business mandate and direct impact on customer experience within a few years. Outstanding performance and trust gained from partners and customers led GSL to expand its primarily operations-oriented services scope tor high-value adding services: Legal, Finance, Credit & Risk, HR, Procurement and niche business areas, such as disruptive mobile banking products’ development, e.g. Sunday.dk. They are expected to continue growing in Lithuania and comprise

2017

at least a quarter of overall GSL staff within 2017. More new global functions are foreseen to establish their teams in Lithuania and a number of competence centers using best industry practices will add-on the 6 competence centers which are currently in development phase. FTE wise GSL is expecting to continue growing, yet not so fast as up till now. 3 specific bits of advice to other firms considering setting up SSC/BPO operations in CEE: Have a plan that is supported by C-level cabinet. Be prepared to invest in younger talent and grow them in-house. Trust and empower these teams, especially their capability to deal with advanced functions. Be prepared to continuously update your non-financial motivators package for the young generation. Cooperate with industry peers in order to grow and develop local talent.

Employee Issues. How has this changed in the last 1-2 years, and what are the likely employment issues expected during the next few years. GSL has been employing 1 new employee per day for the last couple of years and currently we have 1100+ FTEs. 90% of them have higher education, others are still studying, all are fluent in English and the second most popular languages are Scandinavian. It is fairly easy to attract junior talent, especially if the SSC has a good training & career development plan in place. However, due to market size and industry maturity, it is challenging to attract experienced professionals, especially in niche areas (e.g. AML, Markets, Risk, etc.). In the future this situation is not expected to change a lot, hence internal staff development will be key to ensuring the needed competencies and motivating employees to continue their career journey with GSL. As mentioned before, it is also important to empower em-

ployees, to trust them with decision making and end-to-end process responsibilities. Biggest surprises (positive and negative) about operating SSC centre in CEE? Positives: Employees’ attitude and approach: can-do mindset, pro-activeness, result-orientation, eagerness to make things faster, leaner, better, etc. Easy and productive work with local universities and colleges. Strong support from investment promotion agencies and proactive work in investment environment development. Improvements needed: lack of peers’ knowledge about the CEE region and its “brand” – it takes quite some time to change opinions and prove western/Nordic colleagues that their CEE counterparts are capable to deliver expected results and even outperform them. Specific cost savings that your firm has achieved?

40-60% running cost reduction during four years of operation. LEAN process management, in 2015 we were able to cover 900 FTE’s worth-work with just 750 FTEs, i.e. 20% efficiency. Rosia joined Danske Bank in 2013 as Head of the newly-established captive center. In 2015 she assumed global responsibility to set up Global Utilities for the bank where today one of the Utilities – AML is already counting its +200 employees and provide services across all business of Danske bank. Prior to Danske Bank she spent 13 years in Transcom WorldWide S.A. (the last 7 years in Transcom as Country Manager for Lithuania and Latvia, developing, bidding, contracting, implementing and operating large local, multi-lingual and offshore/ nearshore CRM deals across different industries (Telecommunications, Financial Services, Retail and Travel, etc.).

www.ceeOutsourcingAwards.com

CEE Shared Services and Outsourcing Directory

Manager’s Profile

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Lithuania Vilnius

Manager’s Profile

tion of the reason to move work abroad. Plan for a lot of resistance and make action plans accordingly.

Tommy Fagerlund

CEE Shared Services and Outsourcing Directory

Managing Director Skandia Operations Center and Skandikon Operations Center Vilnius Parent Company: Skandia Livförsäkring and Skandikon Administration, Stockholm, Sweden.

Please provide a few sentences about what your company is doing in CEE? Both companies are BPO´s and are based in Vilnius, Lithuania since May 2015. Multifunctional with Insurance, Financial and HR administration as well as Accounting and Financial Statements and Analyzes. Explain why your company set up operations in the specific city and any specific factors that influenced the company’s decision: I have never been working in Skandia or Skandikon before the decision were taken in Skandia and Skandikon to start up the Centers in Lithuania. I came to Lithuania to work for a Norwegian Insurance Company, Storebrand Baltic in February 2012 and during three years working for them I collected some knowledge that was interesting for Skandia and Skandikon, so I got a proposal to start up a similar BPO as Storebrand and I accepted to take that interesting challenge. Skandia and Skandikon made a really extensive investigation were to start up the operations and out of several locations, Vilnius in Lithuania was the best choice for them. How will you develop in the next 2-3 years? I see different changes and one is that it´s not so much focus on lower salary as it´s of getting better structured processes and clear routine descriptions to be more flexible and much more efficient for onboarding new employees and reduce cost per unit. This is

also makes very good conditions for automatization. The focus on continuous improvement have become much more important to keep the cost per unit the same or even lower it over time. One important reason way this is possible is the intelligent and well educated employees working in this kind of industry. Secondly is also the new technique of RPA that is introduced in broad scale, that will reduce cost dramatically over coming years. If you are a captive/SSC, which parts could be taken over by BPO providers? There is a possibility for an external BPO provider to take over our operations and it can happen if there is a good match. At the same time we are young companies and it´s not time to do that in this early stage I think. 3 specific bits of advice to other firms considering setting up SSC/BPO operations in CEE: Commitment of the decided scope and time line have to be done in the highest level of the mother company. Also during the transition process there have to be clearly communica-

Employee Issues. How has this changed in the last 1-2 years, and what are the likely employment issues expected during the next few years. Skandia Operations Center, 84 specialists and Skandikon Operations Center, 26 specialists. For us it´s necessary to have Swedish as a working language and this always makes it more or less difficult to find personnel to hire. Mainly we educate new hires in Swedish language for 4 months before they can start with functional training and begin to be productive. Employees have high demands for development and we have high expectations as well from our employees. So it becomes a win - win from both sides. We give them a good place to work and possibility to develop knowledge in the fields we are responsible for. The fact is that we invest a lot and in language education and it even makes our employees more valuable for other employers, which means we have to create a very good place to work and great possibilities for employees development. Biggest surprises about setting up or operating SSC centre in CEE: Positives: The high standard of the employees we hire. We can say even now that we have already reached some milestones in development of the administration and reduced the time spent doing the work and also have same quality or higher as it was done before the transition. We have made this in a very short period and we also have very good control of our production time and can analyze were we can improve even more. Specific cost savings that your firm has achieved? Well yes we have done some development to make the processes more efficient and lowered the cost per unit. In this early stage I prefer not to reveal any hard numbers. For the future I see lots of improvements will be done and we also with new technology will improve significantly.

Winner Best New Office Development for SSC/BPO sectors

QUADRUM, Vilnius (Schage) CEE

Shared Services and Outsourcing Awards

58

2017

www.ceeOutsourcingAwards.com

2017


Vilnius Lithuania

Asseco Lietuva, UAB

SSC Cowi

SSC Leinonen Lithuania

Tel.: 370 5 210 2400 | Date started: 2011 | Number of employees: 141 | Services offered: IT Audra Vaineikytė, Communications Manager

| Date started: 2012 | Number of employees: 149 | Business type: SSC | Services offered: IT, design, F&A, HR (subsidiary of the Danish engineering consulting company COWI A/S.) Marius Zubrickas, COO

Tel.: 370 5 237 5040 | Date started: 2006 | Number of employees: 60 | Business type: SSC | Services offered: F&A

SSC Lindorff

Tel.: +370 5 210 1790 | Number of employees: 36 | Services offered: BPO: Call Centre

Tel.: +370 5 252 6690 | Date started: 2014 | Number of employees: 160 | Business type: SSC | Services offered: SSC for Credit management: BI, F&A, customer support, other Sigute Seemann, Manager of the Centre

SSC Barclays Technology Centre Limited

SSC CSD Engineers

Matrix Software Baltic

Tel.: +370-5-251-1532 | Date started: 2009 | Number of employees: 1300 | Business type: SSC | Services offered: 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. Mariano Andrade Gonzalez, Director, BTCL

Tel.: +370 5 2031360 | Business type: SSC | Services offered: SSC of Swiss engineering firm. IT, F&A, engineering

Tel.: +370 52316390 | Date started: 1996 | Number of employees: 17 | Services offered: SSC: Software development for the building industry

CSC Telecom

Tel.: +370 5 239 78 30 | Date started: 2008 | Number of employees: 346 | Business type: BPO | Services offered: Software and IT Services Valdas Jusius, Deputy Director

SSC Danske Bank Group IT Lithuania Tel.: +37062040769 | Number of employees: 700+ | Business type: GBS/CoE | Services offered: IT Services/Software Development Marius Ivanauskas, Chief of Staff

Euromonitor International

CITCO Vilnius | Date started: 2007 | Number of employees: 268 | Services offered: F&A, Legal Services Dziuginta Gruodiene, wprowadził sso2016 and Top Management

BPO Cognizant Technology Solutions Lithuania Tel.: +370 601 91187 | Date started: 2007 | Number of employees: 402 | Business type: SSC/BPO hybrid | Services offered: Cognizant took over Storebrand operations in 2015. F&A, IT, other Jan Cato Holen, General Manager

BPO Computer Sciences Corporation (CSC) Tel.: 370 697 21101 | Date started: 2007 | Number of employees: 402 | Business type: BPO | Services offered: CSC Baltic is an IT services and outsourcing company, a branch of the CSC global family.

Tel.: +370 5 243 1577 | Date started: 2005 | Number of employees: 183 | Services offered: BPO: IT, Data Analytics

SSC EY Tel.: 370 5 274 2200 | Date started: 2002 | Number of employees: 60 | Business type: SSC | Services offered: HR, LPO, F&A, other

SSC Nasdaq Tel.: +37052531400 | Date started: In Lithuania since February 2015 | Number of employees: 280 | Business type: SSC | Services offered: F&A, IT Services/Software Development, HR, Data Analytics, Customer Support, Legal, Arminta Saladziene, Vice President of Nasdaq Post Trade Services and Manager of Nasdaq technology and business competency center in Vilnius; Lina Siumete, Associate Vice President for Securities Operations

BPO Nielsen & Nielsen

Tel.: :+370 5 278 6600 | Date started: 2005 | Number of employees: 258 | Services offered: IT

Tel.: 370 5 2734145 | Date started: 1995 | Number of employees: 188 | Business type: BPO | Services offered: BPO: Analytics and Market research Daiva Buckonytė, Business development and Insights Leader - Baltics

SSC Inwido Support

OpusCapita Accounting

Tel.: 370 5 275 3254 | Date started: 2002 | Number of employees: 41 | Business type: SSC | Services offered: Technical support Julija Adomavičienė, Director

Tel.: 370-5-2339007 | Date started: 2005 | Number of employees: 129 | Services offered: BPO: F&A Lina Maroščikienė, General Manager

IBM Lithuania

CEE Shared Services and Outsourcing Directory

BPO Atea

Winner Most unique services provider – CEE

Danske Bank Group IT Lithuania CEE

Shared Services and Outsourcing Awards

2017

2017

www.ceeOutsourcingAwards.com

59


Lithuania Kaunas

SSC PandaConnect

Studio Moderna

| Date started: 2014 | Number of employees: 7 | Business type: SSC | Services offered: F&A, including financial reporting, fund service, securities administration and IT within company\\’s own portfolio management platform.

| Date started: 2003 | Number of employees: 675 | Services offered: BPO: Call Centre

SSC Paroc Oy Ab Tel.: 370 5 2740 000 | Date started: 2012 | Number of employees: 50 | Business type: SSC | Services offered: F&A, HR, other

PWC

CEE Shared Services and Outsourcing Directory

Tel.: 370 5 239 2300 | Date started: 1996 | Number of employees: 17 | Services offered: BPO: HR, LPO, F&A Rimvydas Jogela, Country Managing Partner

SSC Revel Systems Tel.: 370 5 214 0138 | Date started: 2015 | Number of employees: 111 | Business type: SSC | Services offered: Customer support, IT, fulfillment centre, sales support Irma Kardašiūtė, Global Manager

SSC SEB Shared Service Center Vilnius | Date started: 2008 | Number of employees: 810 | Business type: SSC | Services offered: F&A, IT Services/Software Development, HR, Data Analytics, Logistics, Customer Support Rūta Jasiulionienė, Head of SEB Shared Service Centers in Vilnius (Lithuania) and Riga (Latvia)

SSC Sinectra | Date started: 2015 | Number of employees: 15 | Business type: SSC | Services offered: IT, F&A, Engineering. Sinectra is Italy-based company active in areas of technological systems, industrial automation, renewable energy and building automation.

SSC Skandia Operations Center Tel.: +370 612 233 10 | Date started: 2015 | Number of employees: 74 | Business type: SSC | Services offered: Insurance admin, F&A, IT, HR Tommy Fagerlund, Director

SSC Swedbank Global Services Tel.: 370 5 268 44 44 | Date started: 2013 | Number of employees: 250 | Business type: Swedbank | Services offered: IT, F&A Aurimas Mazdzierius, Centre Manager

Teleperformance | Date started: 2015 | Number of employees: 68 | Services offered: BPO: Call centre Emmanuel Plovier, CEO

BPO Tieto Tel.: 370 5 237 4000 | Date started: 1999 | Number of employees: 128 | Business type: BPO | Services offered: BPO: IT services,IT consulting Tomas Vitkus, CEO

BPO Transcom Worldwide Tel.: +370 5 236 3377 | Date started: 2002 | Number of employees: 800+ | Services offered: BPO: Customer support, SCM, other Vaida Sapole, Operations & Business Development Director Lithuania

SSC Western Union Processing Lithuania Tel.: +370 65678608 | Date started: 2010 | Number of employees: 1700 | Business type: SSC | Services offered: IT Services/Software Development, HR, Data Analytics, Pension/ Investment fund Accounting/Admin Sarunas Suipis, Managing Director; Ilona Zibikiene, Administration and Communication Manager

SSC WorldOne Tel.: 370 5 212 5020 | Date started: 2003 | Number of employees: 148 | Business type: SSC | Services offered: Data Collection and Customer Support

Kaunas SSC Callcredit Operations, UAB Tel.: +37 (0) 655 511 27 | Date started: 2011 | Number of employees: 142 | Business type: SSC | Services offered: IT support

Dematic Limited Tel.: +370 37 328 410 | Date started: 2011 | Number of employees: 36 | Services offered: IT, engineering

SSC Festo Tel.: +370 37 321314 | Date started: 2005 | Number of employees: 219 | Business type: SSC | Services offered: Industrial automatization. SSC for IT, HR, F&A, customer support, engineering, other

SSC Intermedix Tel.: 370 37 213306 | Date started: 2013 | Number of employees: 630 | Business type: SSC | Services offered: IT, F&A, Customer support, other Lukas Jankauskas, Director Shared Services

SSC Micro Matic SSC Tel.: 370-37-353-310 | Number of employees: 41 | Business type: SSC | Services offered: F&A, IT, HR, BI

BPO Runway Lithuania Tel.: +370 37 208 203 | Date started: Kaunas 2006 | Vilnius 2009 | Number of employees: 100 | Business type: BPO | Services offered: F&A, IT Services/Software Development, HR, Customer Support Vilma Stankuviene, Managing Director Lithuania

Unicall (Kaunas Communication) Tel.: 370 37 408574 | Date started: 2008 | Number of employees: 77 | Services offered: BPO: Call centre Neringa Sidaraviciute, Country Manager

Winner SSC of the Year – Baltics

Danske Bank Global Services Lithuania CEE

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Klaipeda Lithuania

Klaipeda

providing project management systems and services to the oil and gas industry. Vadim Narožnij, MD

SSC GreenCarrier Tel.: +370 46 246999 | Date started: 2013 | Number of employees: 23 | Business type: SSC | Services offered: F&A Marijus Zilinskas, HR contact

Omega Technology

SSC Royal Unibrew Services Tel.: 370-45-505-219 | Date started: 2008 | Number of employees: 10 | Business type: SSC | Services offered: F&A

CEE Shared Services and Outsourcing Directory

Tel.: +370-46-301213 | Date started: 2006 | Number of employees: 25 | Services offered: BPO/ITO. Omega Technology is a daughter company of Omega AS, a Norwegian IT company

Panevezys

Winner Business Centre Manager of the Year – SSC – CEE

Arminta Saladziene Nasdaq Technology and Business Support Center

CEE

Shared Services and Outsourcing Awards

2017

2017

www.ceeOutsourcingAwards.com

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Latvia Riga

Latvia Riga

CEE Shared Services and Outsourcing Directory

BPO Accenture Tel.: +371 670 19700 | Business type: BPO | Services offered: IT delivery, customer support Maksims Jegorovs, Director

BPO Accenture, Latvian branch Tel.: +371 67019700 | Date started: 2002 | Number of employees: 580 | Business type: BPO | Services offered: Accenture Latvian branch provides IT delivery and customer support, other software consultancy and supply. Countries served: USA, Scandinavia, UK, Germany, Switzerland, Austria, Russia, Greece, Italy and others

SSC Allnex Latvia SIA Tel.: +37167330600 | Date started: 2015 | Number of employees: 150 | Business type: GBS/CoE | Services offered: Product Stewardship and Regulatory Affairs, Trade Compliance, Business Analysis, Indirect Tax Services, HRIS, Procurement Sandra Zarina, Director

| Date started: 2014 | Number of employees: 125 | Business type: SSC | Services offered: .In Riga, the team manages Cabot’s EMEA administrative business needs, such as accounting, credit and collections, accounts payable, purchasing, customer services, transportation, data management, IT and HR. Madara Pavare, Corporate Communications Specialist at Cabot Corporation

collocation, server space hire, data back-up copying, software hire, operational system monitoring,etc.

SSC DNB Bank ASA Latvijas Filiāle Tel.: +371 670 771 17 | Date started: 2012 | Number of employees: 180 | Business type: SSC | Services offered: Company has financial SSC in Riga for providing payment services, account services and credit services to Norway. Ellen Annette Nordli, Head of Section, Norwegian Production

SSC Cytec Latvia, Ltd Tel.: 371 6 7118977 | Number of employees: 198 | Business type: SSC | Services offered: Multifunctional SSC in Riga provides finance, human resource, information technology and procurement services to Cytec facilities in the European and North American regions. Valdislavs Sorokins, Continuous Improvement Manager

SSC Elfa Distrelec, Ltd Tel.: +371 67885544 | Date started: 2015 | Number of employees: 20 | Business type: SSC | 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.

BPO DEAC, Ltd Evry Latvia

Tel.: +371 67072100 | Date started: 2009 | Number of employees: 100 | Business type: BPO | Services offered: The IT BPO centre in Latvia offers IT outsourcing services – collocation of servers and other equipment, server hire and

| Date started: 2013 | Number of employees: 120 | Services offered: EVRY is one of the largest IT companies in Norway and the second largest IT services

SSC Atea Global Services, Ltd Tel.: +371 673 596 00 | Date started: 2009 | Number of employees: 330 | Business type: SSC/BPO | 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. Nicolas Albana, Managing Director, Atea Global Services

Riga Accenture Accenture, Latvian branch Allnex Latvia SIA Atea Global Services, Ltd BaltCap (bought OpusCapita AS) C.T.Co. Cabot Latvia Cytec Latvia, Ltd

DEAC, Ltd DNB Bank ASA Latvijas Filiāle Elfa Distrelec, Ltd Evry Latvia Exigen Services Latvia, Jsc Idea Port Riga, JSC Intrum Justitia Software Development Centre

Lattelecom BPO Nordic Backoffice SIA Runway Group SEB Shared Service Center Riga SERGEL, Ltd Statoil Fuel & Retail Business Centre

Tele2 Shared Service Center, Ltd Tieto Global Shared Service Centre Tieto Latvia, Ltd Transcom Worldwide Latvia Visma Enterprise, Ltd Visma Labs Zalaris HR Services Latvia, Ltd

Population: 1,979

BPO BaltCap (bought OpusCapita AS) | Number of employees: 64 | Business type: BPO | Services offered: Digitalizes and automates purchasing, invoice handling and payments, as well as cash management and supplier financing. Olegs Krutikovs, Director

C.T.Co. | Number of employees: 366 | Services offered: IT solutions and services

62

RIGA [735]

Daugavpils

Liepāja

[111]

[86]

SSC Cabot Latvia Tel.: +371 67050700

www.ceeOutsourcingAwards.com

Liepaja Baltik IT

Daugavapils LatInSoft.Ltd

Population figures in thousands

2017


Riga Latvia

Manager’s Profile

Rūta Jasiulionienė Head of SEB Baltic Shared Service Centers SEB Shared Service Centers Vilnius and Riga Parent Company: SEB, Sweden

Please provide a few sentences about what your company is doing in CEE? The international SEB Group has established two shared service centers – one in Riga (Latvia), operating since 2006 (“Skandinaviska Enskilda Banken” AB Rīgas filiāle), and one in Vilnius (Lithuania), operating since 2008 (“Skandinaviska Enskilda Banken AB” Vilniaus Filialas). It is a part of the SEB Group providing business support services (operations, IT, HR and finance) to the SEB Group – its subsidiaries and units in 20 countries. Currently, SEB Shared Service centers employ over 1000 professionals. Explain why your company set up operations in the specific city and any specific factors that influenced the company’s decision: The convenient geographical locations, the availability of talent pool with a good educational background and knowledge of different languages, the possibility for future growth as well as the fact that SEB already had a presence in Latvia and Lithuania, were the main reasons for establishing SSCs in Latvia and Lithuania. How will you develop in the next 2-3 years?

company in the Nordic region. In 2013 the company set the first level IT helpdesk in Riga. Erika Mezmale

Exigen Services Latvia, Jsc Tel.: +371 670 67 777 | Number of employees: 350 | 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. Guntis Urtans, Head of Delivery, Latvia

BPO Idea Port Riga, JSC Tel.: +371 22837678 | Date started: 2007 | Number of employees: 130 | Business type: BPO | 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.

2017

The Centers focus not only on processes, business strategy and the results, but also on new technologies, digitization, RPA, AI. Digital transformation is changing the way SSCs deliver business services to stakeholders and requires new ways of organizing business and also requires new competencies. It is crucial to understand where we are on the evolution cycle, where we see our final stage and why. 3 specific bits of advice to other firms considering setting up SSC/BPO operations in CEE: Plan. Investigate. Advise with SSCs present in the country. Employee Issues. How has this changed in the last 1-2 years, and what are the likely employment issues expected during the next few years.

Intrum Justitia Software Development Centre

Biggest surprises about setting up or operating SSC centre in CEE: Positives: Talent pool, good cooperation with local business organizations. Improvements needed: Latvia: Development of real estate, specifically office space. Specific cost savings that your firm has achieved? By establishing SEB Shared Service Centers in Latvia and Lithuania SEB achieved 25% cost savings. Rūta has been with SEB for almost 20 years and has an extensive experience holding different managerial positions in Support division Operations, leading responsibilities in Core banking and other projects at SEB Bank Lithuania. Before becoming the Head of SEB Baltic shared service centers, she worked as HR Business partner for both sites almost 4 years being responsible for HR support and deliveries.

Ivo Urbanovics, MD

Tel.: +371 261 773 11 | Date 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.

BPO Lattelecom BPO Tel.: +37167054100 | Date started: 2005 | Number of employees: 150 | Business type: BPO | 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. Agnese Paegle, Director

BPO Runway Group

CEE Shared Services and Outsourcing Directory

Over the years centers in Vilnius and Riga have grown to more than 1000 employees, and we continue to expand the range of services provided, seeking to become Competence centres for centralised processes. Digitization and automation of processes change the profile of future employee, so talent’s pipeline with new skills is becoming more and more important. As employer SEB seek for a long-term relations with employees, thus introduction of employee, training and mentorship are very much important for centers. We ensure that each of employees have a clearly defined career path, as well as encourage internal career, growth and personal development.

Tel.: +371 67 224 437 | Date started: 2003 | Number of employees: 1000 (All Runway group) | Business type: BPO | Services offered: F&A, IT Services/Software Development, HR, Customer Support Uldis Priedītis, CEO | Chairman of the Management Board; Nils Sundling, Chairman of the Supervisory Council

SSC SEB Shared Service Center Riga | Date started: 2006 | Number of employees: 420 | Business type: SSC Rūta Jasiulionienė, Head of SEB Shared Service Centers in Riga, Latvia and Vilnius, Lithuania; Guna Muizniece, Deputy Head

BPO Nordic Backoffice SIA

SERGEL, Ltd

Tel.: +371 22014600 | Date started: 2007 | Number of employees: 25 | Business type: BPO | Services offered: F&A

Tel.: +371 676 303 03 | Number of employees: 11 | Services offered: BPO: Credits, accounts receivables, payables, etc.

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Latvia Daugavapils

SSC Statoil Fuel & Retail Business Centre Tel.: +371 670 881 00 | Date started: 2012 | Number of employees: 460 | Business type: SSC | 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. Lazdina Kristine, Marketing and Communications Director

Tele2 Shared Service Center, Ltd

CEE Shared Services and Outsourcing Directory

Tel.: + 371 670 607 64 | Date started: 2004 | Number of employees: 500 | Services offered: IT center working on development, test, analysis and design. Kim Leandersson, General Manager

Tieto Global Shared Service Centre Tieto Latvia, Ltd Tel.: +371 671 165 65 | Date 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. Elmars Gengers, Director

BPO Transcom Worldwide Latvia

| Date started: 2004 | Number of employees: 528 | Services offered: Transcom Latvia offers a wide range of Transcomâ&#x20AC;&#x2122;s customer lifecycle management services: inbound and outbound contacts, backoffice tasks and customer care in social media. Fredis Bikovs, Director

Visma Enterprise, Ltd Tel.: +371 67116211 | Date 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. Antra Zalite, Director

Zalaris HR Services Latvia, Ltd Tel.: +371 27 525 742 | Number of employees: 81 | Services offered: Delivers comprehensive HR and payroll services across Northern Europe, the Baltics and Poland.

Daugavpils LatInSoft.Ltd Tel.: +371 654 232 88 | Number of employees: 44 | Services offered: BPO: F&A Sergejs Simonovs, Director

Leipaja Baltik IT | Date started: 2008 | Number of employees: 97 | Services offered: IT design, development and support

BPO Visma Labs Tel.: +371 67116211 | Date started: 2015 | Number of employees: 50 | Business type: BPO | Services offered: Visma is the Nordic region\â&#x20AC;&#x2122;s leading supplier of business software and services to 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. Iveta Bukane, Director

Tel.: 371 67 060 590

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2017


Tallinn Estonia

Estonia BPO Arvato Services Estonia OU (Bertelsmann) Tel.: +372 610 03 00 | Business type: BPO | Services offered: Customer Services, Call Center

H1 Communications | Services offered: H1 provides a wide range of call centre services, such as Customer service, Technical support, Telemarketing, Switchboard and CRM services. Mona Rydén, COO (Sweden)

SSC Blue Travel Services (SAS)

SSC Hurtigruten Estonia

Tel.: +372 6677 873 | Business type: SSC | Services offered: SAS Group subsidiary Blue Travel Services

| Business type: SSC Angel Moledo, Director

BPO CGI Estonia | Number of employees: 200 | Business type: BPO | 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.

CWT Estonia (Carlson Wagonlit) Tel.: +372 6407770 | Services offered: BPO: Customer services

Euro Live Technologies, Ltd

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.

SSC Orkla Accounting Centre

SSC Konecranes Tel.: +372 611 27 95 | Business type: SSC | Services offered: Multi-functional: F&A, IT Services, HR

Tel.: +372 621 90 02 | Date started: 2014 | Number of employees: 60+ | Business type: SSC | Services offered: Finance/F&A for 13 Orkla businesses in Norway and Denmark Kristiina Koel, Manager

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

Ramirent Baltics AS

SSC NATO Cooperative Cyber Defense COE

Tel.: +372 66 81 062 | Date started: Tallinn in 2003 | Tartu 2011 | Number of employees: 160 | Business type: BPO | Services offered: F&A,

| Business type: SSC hybrid | Services offered: Our mission is to enhance the capability, cooperation and information sharing among NATO, NATO

Tel.: +371 66010660 | Date 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.

Tel.: +372 650 1060 | Services offered: SSC-Multifunctional: F&A, IT Services

BPO Runway Estonia

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

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

TALLINN

Tel.: +372 682 75 00 | Number of employees: 170 | Business type: SSC | Services offered: F&A Helje Nurga, Head of Support Services

[67]

[400]

Tartu Finnair Shared Services Fortumo Playtech

[6]

Tartu

Võru Danpower

[101]

Parnu [46]

Jõgeva Backoffice Services

Jõgeva

SSC Fujitsu Nordic Shared Services

2017

Stora Enso Sunny Business Services Sutherland Estonia Symantec Transcom Viking Line

Narva

Population: 1,330

SSC Fortum CFS Eesti OU

Tel.: +372 627 2300 | Business type: SSC | Services offered: 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. Susanna Malja, Head of EMEIA Finance Services

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

CEE Shared Services and Outsourcing Directory

Tallinn

Võru [13]

Population figures in thousands

www.ceeOutsourcingAwards.com

65


Estonia Tallinn

Manager’s Profile

3 specific bits of advice to other firms considering setting up SSC/BPO operations in CEE: The SSC market creates a fast moving and modern working environment in the region. CEE still offers a cost arbitrage while the competition for talents is increasing.

Bjorn Bergabo

CEE Shared Services and Outsourcing Directory

General Manager, GE Global Operations Europe GE Global Operations Europe & Russia CIS Parent Company: GE, Boston, USA

Please provide a few sentences about what your company is doing in CEE? Global Operations is a multi-functional shared services team at GE leveraging scale, working with every GE business and identifying innovative solutions that can be brought to all of GEs operations. Global Operations takes wing-to-wing look across GE to streamline and standardize company operating processes and ensure consistent quality at better cost. We push the boundaries of traditional shared services by being a fully integrated, multifunctional operation at the heart of GE. We’re centralizing support services to work smarter & more efficiently for sustainable growth. We support five functions: Commercial, Finance (Accounting, FP&A, Tax, Treasury), HR, Legal Shared Services, Supply Chain. There are four regions within Global Operations: Asia, Europe, North America, Middle and South America, and their Regional Centers are located in Budapest, Cincinnati, Monterrey, and Pudong. Explain why your company set up operations in the specific city and any specific factors that influenced the company’s decision: Regional Centers are multi-functional and leverage common infrastructure and scale to operate large processes. Local Sites complement our Regional Centers by delivering local expertise and support location- or country-specific operations. This is typically work that by its nature must be done in a specific location or country due to business, functional or government requirements. Budapest were chosen as the location of the European regional center due to the presence of GE business

IT Services/Software Development, HR, Customer Support Ronald Habich, COO | Chief Operating Officer

Statoil Fuel & Retail

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Tel.: +372 675 77 00 | Date 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 Kai Realo, head of Statoil Fuel & Retail Eesti

(25 years in Hungary). The availability of skilled workforce, mature shared service presence in the market, developed infrastructure, central location and time-zone – all of that within the EU and the stable economic environment were some of the parameters in favor of our choice. How will you develop in the next 2-3 years? GE Global Operations was established in 2013. Our operations in Europe grew from basically from a handful of people to 3500 people in the past 3 years. We operate in 30 countries in Europe and in the Russia CIS region. We operate through a captive network of regional centers of scale and local sites, supported by Global Delivery Teams (GDT) around the world. We envision ~60% of our shared services processes delivered from a Center, with the remaining work being delivered through local sites or global delivery teams. GE decided that 65% of their enabling functions would be delivered through a shared model, but 80% of that would happen through Global Operations, which allows the shared service journey to ignite and make things work more horizontally.

SSC Stora Enso Tel.: +372 714 00 00 | Date started: 2010 | Business type: SSC | Services offered: SSC Multi-functional: F&A, IT Services, HR; help desk, IT services, and internal training team.

Employee Issues. How has this changed in the last 1-2 years, and what are the likely employment issues expected during the next few years. Today there is a multicultural team of 2000 people at the Budapest Center, and 1500 employees in 30 countries in the region. Since the strategy is to carry out more complex activities with higher value added, skilled workforce with good language skills are sought. Our unique culture at GE is very attractive for potential employees, leaders, and plays a great role in retention, too. The development opportunities and career path we offer is key for talents. Biggest surprises about setting up or operating SSC centre in CEE: Positives: We can attract talents not only from Hungary, but from around the world. We employ well-educated talents in the Budapest Center, 20 % of them are from more than 50 countries, 80% of them are Hungarians. Negatives/Improvements needed: Some specific niche talent (such as particular languages and IT skills) are hard to find. Specific cost savings that your firm has achieved? Global Operations is delivering $1B in cost out or cost avoidance from 2015 - 2017 and an additional $200M reduction in Global Operations’ costs while delivering 10% productivity year over year – globally. Bjorn’s career with GE started in 1993 as a finance manager at GE Capital Nordic and since then he has held positions of increasing responsibility in different GE units and geographies. Bjorn is a native of Sweden, where he graduated from Stockholm University in 1983 with a degree in Computer Science. In his free time, he enjoys spending time with family and travelling.

Mati Annus, Managing Director

Sutherland Estonia | Services offered: BPO: Customer Support Diana Rästas, Talent Acquisition Manager

BPO Sunny Business Services

SSC Symantec

Tel.: +372 684 14 00 | Number of employees: 85 | Business type: BPO | Services offered: Accounting, Translation and localization, Legal, IT maintenance and web, Marketing, Property cleaning and management.

Tel.: 372 6 390 800 | Business type: SSC | Services offered: Captive: software development for US parent

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2017


Tartu Estonia

BPO Transcom

Playtech

Tel.: +372 673 72 00 | Services offered: BPO: Customer care Katrin Holst, Country Manager

SSC Viking Line

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.

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

Voru

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

SSC Danpower Tel.: +372 786 41 52 | Business type: Captive | Services offered: Parent company Statwerker Hannover operates call center services for its utilities customers. Manfred Schüle, Group MD

CEE Shared Services and Outsourcing Directory

Tartu SSC Finnair Shared Services Tel.: +372 56 656 706 | Number of employees: 150 | Business type: SSC | Services offered: data management, data processing and accounting services within the group. 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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www.ceeOutsourcingAwards.com


Czech Republic Prague

Czech Republic Prague

BPO Accenture Services s.r.o.

CEE Shared Services and Outsourcing Directory

SSC AB InBev Business Centre Tel.: +4202-7207-8763 | Date started: 2006 | Number of employees: 550 | Business type: SSC | Services offered: Sales and transactional support for operations across Europe. Performs select activities within Export, Finance and Procurement functions. Jakub Novotny, Robotics Automation Deployment Lead (RPA project manager)

| Date started: 2005 | Number of employees: 650 | Business type: BPO | Services offered: HR and employer services. Additional office in Plzen.

Tel.: +420 221 984 545 | Number of employees: 1700 | Business type: BPO | Services offered: BPO: F&A, purchasing, customer support, HR, etc. Ota Kulhánek, Director, Accenture Business Services

SSC Amazon Logistics Prague | Business type: SSC | Services offered: Logistics Jonathan Martin Bisek, Operations Manager

BPO ADP Employer Services

BPO Ariba Czech s.r.o.

Tel.: +420 257 107 511

Tel.: +420 225 372 600 | Date started: 2004 | Number of employees: 200 | Business type: BPO | Services offered: Consultancy

Česká Lípa

CGI IT Czech ComData OKIN Business Process Services Stora Enso Wood Products Tieto

Foxconn NonStop s.r.o

Olomouc

Česká Lípa

ExlService (Schneider Logistics) Salmon Software Schneider Logistics

[39]

Population: 10,541

PRAHA Plzeň

Pardubice

[1,238]

[91]

Ostrava

Olomouc

[171]

[316]

[102]

Rožnov pod Radhoštěm Otrokovice

Okříšky

Pilsen

Brno

Rožnov pod Radhoštěm ON Semiconductor

Okříšky

Prague 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

Otrokovice

MANN+HUMMEL Clearstream Operations Prague s.r.o. (Deutsche Borse) Cleverlance Covidien AG CSC DHL IT Services eBay Edwards Lifesciences Expedia ExxonMobil Business Support Centre Czechia HCL Technologies Honeywell International (SSC)

[18]

[404]

Sony DADC Czech Republic – European Service Centre Roznov pod Radhostem ON Semiconductor

68

Ostrava

Pardubice

Johnson Controls

IBA Group Infosys BPO International SOS Assistance Interoute Czech s.r.o. Jarden BSG Johnson & Johnson Global Business Services KnorrBremsa Lukoil Accounting & Finance Europe Medtronic 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 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. 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 TESCO Service Center

Population figures in thousands

www.ceeOutsourcingAwards.com

2017


Manager’s Profile

Radka Bellissimo Director/Head of SSC Jarden Business Services Group Prague, Czech Republic Parent Company: Newell Brands - New Jersey, USA

Please provide a few sentences about what your company is doing in CEE? Jarden Business Services Group was established in Prague, Czech Republic in 2015. We are a fast growing Finance Shared Service Center, servicing entities of the former Jarden Corporation. Jarden Corporation combined with Newell Rubbermaid creating Newell Brands in April 2016. Newell Brands is a leading $16 billion global consumer goods company with a strong portfolio of well-known brands that make life better for the consumers (listed at New York Stock Exchange). Jarden BSG team started with 45 employees and grew to the team of 110 over the last 18 months. We provide Finance & Accounting and Customer Order services to more than 25+ Legal Entities across 15+ markets in the EMEA Region. We expect to continue to grow as we are in the Transition to onboard new process scope for existing customers as well as to add new customers from new markets in the region. Explain why your company set up operations in the specific city and any specific factors that influenced the company’s decision: Czech Republic was on the short list from the very start of the selection process for its convenient and centrally located position in the EMEA Region. City of Prague than offered an opportunity to expand on the existing presence of one of the Legal entities already established in the market (Camping Gaz CS s.r.o.) and therefore build Shared Service Center as an extension in the same location. Finally, one of the key decision factors was also availablility of skilled workforce and its foreign language capabilities. How will you develop in the next 2-3 years? Our Business Services Group has been established only couple of years ago and we are still in a constant change due to the new scope being on-boarded and more work being consolidated as part of our service delivery model. The SSC industry itself is also very dynamic, especially in the last two-three years. New technologies offering robotic processing and process automation create new opportunities for making changes to the way how we perform our work and how efficiencies can be delivered even without major ERP changes. For us it means to look for a different skill set to be able to work with these new automation tools when compared to the traditional

2017

F&A background of typical SSC candidate. The impact of these changes will be therefore reflected in the recruiting and creation of new job profiles to find different job candidates, mixing Finance/Accounting skills with capabilities in the process development, process optimization and technology areas. If you are a captive/SSC, which parts are possible to be outsourced, or taken over by BPO providers? Our Business Services Group has been established only couple of years ago, therefore we do not see any outsourcing opportunities in the immediate near future. However, as the processing volumes increase and we stabilize new scope, some processes and the non-core F&A tasks (e.g. document scanning) could become potential target for outsourcing. 3 specific bits of advice to other firms considering setting up SSC/BPO operations in CEE: Location, location, location – consider the infrustructure you need and co-locate close to the public transportation and services convenient to the staff (e.g. entertainment, sport, dining, shopping opportunities). Arrange for flexibility to potentially scale-up or scale down the office space as the scope of services could change over time; retain a good office planner to plan the office space sensibly, later changes to the office space can be very costly. Target locations with good supply of skilled workforce, i.e. do not be afraid to consider locations outside the capital cities. Employee Issues. How has this changed in the last 1-2 years, and what are the likely employment issues expected during the next few years. As mentioned earlier our team has grown to 110 employees over the last 2 years, out

of which we grew by 25 people in the last 6 months, and we are still expectected to continue our growth in the future. The ideal combination of the skills is in the foreign language capability together with experience/ background in the finance/accounting fields. However, we anticipate increasing need for knowledge and experience with process automation tools, as well as analytical and project skills and specific expertise in other, less transactional areas of finance such as reporting, compliance or VAT. Generally, the combination of foreign language knowledge and finance experience is suprisingly limited, so sometimes compromises need to be made on one of these two key requirements. Retention of good employees is key and becomes harder to maintain as the competition on the market is high due to low unemployment. Also the new generation and younger resource pool requires new recruitment strategies, more employer branding and company presence online and in social networks. We are aslo seeing need to reshape traditional benefits structure to be able to offer more individual approaches in managing the day to day work routines, including possibility to work from home, flexible working hours, part time jobs and more learning/interesting opportunities to facilitate development of new skills on the job. Biggest surprises about setting up or operating SSC centre in CEE: Positives: usually great infrastructure in the market, availability of suitable office space and supporting services and functions such as real estate, recruitment agencies, consulting/ advisory services, tax/legal services Negatives/Improvements needed: lack of foreign language knowledge in some candidates, competition on the market for talented resource pool than may put pressure on the labor cost and high expecations from candidates toward their employers that are not sometimes adequate to what they can offer in return. Specific cost savings that your firm has achieved? Information is not available due to the us still being in the Transition stage, however the cost was “only” one of the decision making factors, during the selection process. We were also looking for increased quality of service – which we are delivering. Radka Bellissimo, Director and Head of Jarden Business Services Group, leads Finance Shared Services Center of Newell Brands based in Prague, Czech Republic. Radka has worked in Management Consulting, Business Process Outsourcing, Shared Services, Transition & Change Management areas supporting variety of projects and clients from a number of different industries across EMEA and North America over the last 20 years. Radka previously worked for Johnson & Johnson Global Business Services, Accenture/Arthur Andersen.

www.ceeOutsourcingAwards.com

CEE Shared Services and Outsourcing Directory

Prague Czech Republic

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Czech Republic Prague

SSC Atlas Copco

SSC DHL IT Services

Tel.: :+420 225 434 000 | Date started: 2006 | Number of employees: 75 | Business type: SSC | Services offered: F&A, IT, projects, purchasing Jan Krejčí, Business Line Manager - CEE

Tel.: 420 288 800 000 | Date started: 2004 | Number of employees: 1300 | Business type: SSC | Services offered: SSC for IT operations. Belongs to the Global Business Services division of DP DHL which bundles all common and nonbusiness-specific services and provides them at cost and at world-class service levels to the entire DP DHL group.

AXA Assistance Tel.: 420 272 099 990 | Date started: 1999 | Number of employees: 160 | Business type: Other | Services offered: Call Center

SSC Barclays Tel.: +420 261 097 800 | Business type: SSC | Services offered: F&A

CEE Shared Services and Outsourcing Directory

BPO BlueLink International Tel.: 420 296 341 311 | Date started: 2003 | Number of employees: 500 | Business type: BPO | Services offered: Call Center Simona Benešová, Customer Care Expert

SSC Bodycote SSC Tel.: 420-2-2888-1328 | Date started: 2012 | Number of employees: 65 | Business type: SSC | Services offered: F&A

SSC CA Technologies - Prague Technology Center Tel.: +420 226 205 800 | Date started: 2005 | Number of employees: 400+ | Business type: SSC Hybrid | Services offered: F&A, IT, Customer support, and Inside Sales. PTC has become one of CA\\’s key offices in EMEA.

SSC CDK Global | Business type: SSC | Services offered: IT services

SSC Clearstream Operations Prague s.r.o. (Deutsche Borse) Tel.: +420 296 429 111 | Date started: 2008 | Number of employees: 300+ | Business type: SSC | Services offered: F&A Borries Armin, General Manager

Cleverlance Tel.: +420 266 177 166 | Services offered: BPO Jiri Kostlan, Project Manager

SSC Covidien AG Tel.: +420 236 073 100 | Number of employees: 150 | Business type: SSSC | Services offered: F&A, operations, and other strategic services for the company network in EMEA. Olga Bartonova

CSC

70

Tel.: +420 2 3478 1000 | Date started: 2006 | Number of employees: 800 | Services offered: SSC: F&A, IT, CCC. EMEA regional coverage Jan Kohout, Director of Corporate Shared Services Europe

SSC eBay | Date started: 2008 | Number of employees: 45 | Business type: SSC | Services offered: SSC: Analysis and marketing

SSC Edwards Lifesciences | Business type: SSC | Services offered: F&A Petr Vašek, Finance Director EMEA / CM Czech Rep

SSC Expedia Tel.: +420 226 256 800 | Date started: 2014 | Number of employees: 200 | Business type: SSC | Services offered: F&A, CSC

SSC ExxonMobil Business Support Centre Czechia Tel.: 420 221 457 000 | Date started: 2003 | Number of employees: 1200 | Business type: SSC | Services offered: Customer services, procurement, credit, accounts payables

HCL Technologies | Date started: 2015 | Number of employees: 130 | Services offered: BPO (IT)

SSC Honeywell International (SSC) Tel.: +420 242 442 111 | Date started: 2006 | Number of employees: 4000 | Business type: SSC | Services offered: F&A, R&D, Supply Chain management, customer support Blanka Rihova, HR Services Director EMEA

BPO IBA Group | Date started: 1999 | Number of employees: 2600+ | Business type: BPO | Services offered: IT service provider with offices in 11 countries. Focus areas: mainframe systems; enterprise, web, and mobile applications; SAP solutions; business analytics; and Big Data. Serves clients in 40+ countries across banking, transport, manufacturing, telecom, oil&gas, and other industries. Top 5 clients: IBM, Goodyear, Fujitsu Technology Solutions, Gazprom, and Rockwell Automation Sergei Levteev, Group Chairman

Infosys BPO | Number of employees: 400 | Services offered: BPO Petra Ševčíková, Operations manager

SSC International SOS Assistance Tel.: +420 222 111 111

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| Date started: 2009 | Number of employees: 100 | Business type: SSC | Services offered: F&A

Interoute Czech s.r.o. Tel.: +420 225 353 111 | Date started: 2005 | Number of employees: 300 | Services offered: SSC: Call center/Customer support for European languages.

SSC Jarden BSG Tel.: +420 284814250 | Date started: 2015 | Number of employees: 100+ | Business type: SSC | Services offered: F&A. Services nearly 30 different Jarden affiliates operating in more than 20 countries in EMEA. Services: A/P, A/R, GL, Treasury and Customer Service areas. Radka Bellissimo, Head of SSC

SSC Johnson & Johnson Global Business Services Tel.: +420 227 012 111 | Date started: 2006 | Number of employees: 300+ | Business type: SSC | 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. David Mansfeld, Managing Director, Global Services, EMEA

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

SSC Lukoil Accounting & Finance Europe Tel.: 420-257-414-444 | Date started: 2012 | Business type: SSC | Services offered: F&A. Lukoil relocated this SSC from Finland to Prague. Petr Pruner, Director of Operations

BPO Medtronic Tel.: +420 236 073 100 | Business type: BPO

MSD IT Global Innovation Center Tel.: 420 277 026 000 | Number of employees: 100+ | Services offered: Center mostly employs IT specialists; plans to hire another 100. Total investment exceeds 30 million USD.

Novell | Services offered: BPO/IT services Maros Mihalič, Country Manager

SSC Oracle Tel.: +420 221 438 150 | Date started: 2006 | Number of employees: 700 | Business type: SSC | Services offered: F&A

2017


Brno Czech Republic

Panalpina Czech Tel.: :+420 235 031 111 | Date started: 2013 | Number of employees: 160 | Services offered: SSC: F&A Jan Beck, Country Head of Finance

SSC Pfizer Global Financial Solutions Centre Tel.: 420 283 004 111 | Date started: 2015 | Number of employees: 150 | Business type: SSC | Services offered: F&A. The new centre currently supports the Russian market and 9 Central and Eastern European markets. Mark McWalter, GFS Executive Manager (Ireland)

BPO Process Solutions Tel.: +420 222 740 000 | Business type: BPO | Services offered: F&A

SSC Regus EMEA Financial Services Center Tel.: +420 222 191 100 | Date started: 2008 | Number of employees: 215 | Business type: SSC | Services offered: SSC: F&A, HR

SSC RR Donnelley Tel.: +420-257-409-011 | Business type: SSC | Services offered: F&A Soňa Houtová, HR Manager

| Date started: 2005 | Number of employees: 260 | Services offered: SSC: Transaction services

Brno ACER Tel.: 420 531 027 777 | Date started: 2005 | Number of employees: 100 | Services offered: Call Centre: Service and support

SSC Dixons Retail SSC Tel.: +420 724 173 085 | Date started: 2007 | Number of employees: 520 | Business type: SSC | Services offered: F&A, IT Services/Software Development, HR or Payroll, Data Analytics/ Management, Logistics/Supply Chain, Customer Support/Call Centre/Telemarketing Olga Pavlikova, Director of Centre of Excellence

Tel.: +420 234 775 000 | Date started: 2004, 2008 | Number of employees: 400 | Business type: SSC | Services offered: F&A Jiri Klimas, Vice President, EU Finance and Accounting

SSC Edwards Group - Finance Shared Services

SSC Motorola Solutions CZ Tel.: +420 5 3333 6000 | Date started: 2003 | Number of employees: 260 | Business type: SSC | Services offered: F&A, CCC, repair centre Petr Spinar, Country Manager, Czech Republic

SSC Gardner Denver

SSC PPG Industries Czech Republic, s.r.o.

Tel.: +420 548 211 685 | Date started: 2011 | Business type: SSC | Services offered: F&A Jan Pokorny

Tel.: +420 371 791 081 | Date started: 2005 | Number of employees: 300 | Business type: SSC | Services offered: F&A Tomas Knapek, Learning & Development Manager

SSC Honeywell Technology Solutions | Business type: SSC | Services offered: R&D center. The largest research and innovation centre in Central Europe, working on Aircraft Technologies and Automotive Systems

Andrea Hepnerova, Managing Director

SSC SITA Global Services Tel.: +420 221 180 111 | Date started: 2006 | Number of employees: 2000 | Business type: SSC | Services offered: F&A, IT, CC Gustavo Romero Gustavo Romero, Director of Service Operations

BPO Transcom Worldwide Tel.: 420 221507811 | Date started: 2006 | Number of employees: 100 | Services offered: Call Centre Zbyněk Kadidlo, General Manager, Czech and Slovakia

Unicredit Group Tel.: +420 221 112 111

2017

SSC Monster

Tel.: +420 776 793 732 | Number of employees: 145 | Business type: SSC | Services offered: F&A (also oversees S. Korea) Roman Pavloušek, Global Finance SSC Head

SSC SAP Business Services Centre Europe s.r.o

| Date started: 2003 | Number of employees: 1500+ | Business type: SSC | Services offered: F&A, HR, Logistics, Customer Support Adam Kiwalski, Head Business Shared Services

SSC Mediclinic a.s. Tel.: +420 549 121 548 | Date started: 2008 | Number of employees: 360 | Business type: SSC | Services offered: F&A Ondrej Merta, Marketing manager

Tel.: +420 257 118 111 | Date started: 2005 | Number of employees: 750 | Business type: SSC | Services offered: F&A

SSC Siemens s.r.o.

network of Lufthansa Service Centers with headquarters in Berlin. We assist Lufthansa customers, along with the customers of other companies within the Lufthansa Group Roman Tesar, MD

BPO IBM Global Services Delivery Centre Tel.: +420 272 131 111 | Date started: 2001 | Number of employees: 3700 | Business type: BPO | Services offered: F&A, ITO, Vladislav Doktor, Corporate Communications

SSC IMI Precision Engineering Tel.: +420 532 278 111 | Number of employees: 30 | Business type: SSC | Services offered: F&A Vlasta Svitakova, HR Manager Eastern Europe

Infosys BPO s.r.o. Tel.: +420 542 212406 | Date started: 2004 | Number of employees: 450 | Services offered: BPO: Sales Order Management, F&A, Insurance Services, Banking Jan Skoták, Infosys BPO Regional Center Head

Lufthansa InTouch Group Telesales Tel.: +420 515 503 160 | Date started: 2005 | Number of employees: 300 | Services offered: BPO: Customer Support/Call Centre/ Telemarketing. Lufthansa InTouch is a worldwide

SSC Software AG Tel.: +420 543 524 666 | Number of employees: 30 | Business type: SSC | Services offered: IT and F&A. In Germany, IDS Scheer is among the top 10 IT service providers.

SSC TESCO Service Center Tel.: +420 272 087 111 | Date started: 1999 | Number of employees: 250+ | Business type: SSC | Services offered: F&A, IT Services

CEE Shared Services and Outsourcing Directory

Zuzana Stihlova, Head of Marketing

Ceska Lipa SSC Johnson Controls Tel.: +420 567 322 883-5 | Number of employees: 110+ | Business type: SSC | Services offered: F&A, HR, IT services in European languages

Okříšky SSC MANN+HUMMEL Service s.r.o. Tel.: +420 568 898 181 | Number of employees: 292 | Business type: SSC | Services offered: F&A, IT Services/Software Development, HR, Data Analytics, R&D, Pension/Investment fund Accounting/Admin Bernd Boketta, Vice President and Managing Director; Eva Doležalová, HR Business Partner

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71


Czech Republic Olomouc

ExlService (Schneider Logistics)

| Number of employees: 1500 | Business type: BPO | Services offered: Order processing and management, Invoicing, Technical support and supervision, Customer support, Customer Support Centre

Tel.: +420 585 577 111 | Number of employees: 173 | Services offered: SSC (fin/acc/ CCC)

Stora Enso Wood Products | Number of employees: 120+ | Services offered: ITO: IT services and software development

Salmon Software

Tieto

Tel.: +420 775 995 661 Gary Thomas, Managing Director

Schneider Logistics

Tel.: +420 597 159 900 | Date started: 2004 | Number of employees: 2000 | Services offered: BPO: IT development and customer support Petr Lukasik, VP, MD Tieto Czech

Tel.: +420 281 088 111 | Number of employees: 230 | Services offered: Financial and accounting services

Otrokovice

CEE Shared Services and Outsourcing Directory

Olomouc

Ostrava CGI IT Czech | Date started: 2015 | Services offered: BPO: IT services

ComData | Date started: 2012 | Number of employees: 900+ | Services offered: Call centre, especially focused on telecom sector, in particular for Vodafone Czech

BPO OKIN Business Process Services Tel.: +420 724 614 658

SSC LAPP KABEL s.r.o. Tel.: 420 573 501 000 | Number of employees: 55 | Business type: SSC | Services offered: F&A. Lapp Systems GmbH is owned by the Lapp Group specialising in customised cable and line system assemblies.

Pardubice SSC Foxconn

Jitka Kratochvílová, HR Director EMEA

NonStop s.r.o Tel.: +420 466 266 720 | Number of employees: 40 | Services offered: BPO: Recruitment and training Kevin Smith, Founder

Pilsen SSC Sony DADC Czech Republic – European Service Centre Tel.: 420-377-169-240 | Business type: SSC | Services offered: F&A, procurement, call centre

Roznov pod Radhostem SSC ON Semiconductor Tel.: 420 571 753 111 | Number of employees: 94 | Business type: SSC | Services offered: F&A, supply mng, logistics, HR and Design center ( Computing, Consumer, Power Supply, LED Lighting, Portable)

Tel.: +420 466 057 200 | Date started: 2006 | Number of employees: 60 | Business type: SSC | Services offered: F&A

72 www.ceeOutsourcingAwards.com

2017


Bratislava Slovakia

Slovakia SSC Air Dispatch

Tel.: 421-2-59290290 | Date started: 1992 | Number of employees: 600 | Business type: BPO | Services offered: Technical Support & Centre for Technology Solutions Peter Škodný, Country Managing Director

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

SSC Achilles Information Slovakia

SSC Allianz Business Services

Tel.: +421-2-54640770 | Number of employees: 40+ | Business type: SSC | Services offered: IT Lucya Kovacikova, Regional Operations Hub Manager

Tel.: +421 2 6929 4442 | Date started: 2006 | Number of employees: 168 | Business type: SSC | Services offered: Finance, IT

BPO Accenture Services

SSC Amazon

| Date started: 2011 | Number of employees: 483 | Business type: SSC | Services offered: Technical Helpdesk & Service Support Amanda King, Senior Manager, Associate Experience Programs

AT&T Global Network Services Slovakia Tel.: 421-2-69257211 | Date started: 1999 | Number of employees: 2716 | Services offered: CC for Sales, Technical Support, Customer Service, SSC for Finance, Accounting, Billing Gabriel Galgoci, Slovakia Country General Manager & Director Client Network Operations Management

Tel.: 421-2-32324012

SSC Austrian Airlines SSC Tel.: 421-2-49402100

Považská Bystrica Danfoss Power Solutions a.s.

Trnava

Zilina Schaeffler Slovensko

Peikko Business Shared Services

Piešťany

Žilina

ON Semiconductor Považská Bystrica Danfoss Power Solutions a.s.

Population: 5,421

[81]

Považská Bystrica

Senica Maccafferi Central Europe

[42]

Nové Mesto nad Váhom Banská Bystrica [21] [79] Gemerska Horka Piešťany

Senica [20]

Trnava

[30]

[433]

Košice [233]

[1.3]

[66]

BRATISLAVA

CEE Shared Services and Outsourcing Directory

Bratislava

Gemerska Horka

Nitra

SCA Hygiene Products Slovakia

[90]

Banská Bystrica O2 Telefonica

Nové Zámky

Kosice

Nitra

[42]

AT&T Global Network Services Slovakia Embraco Holcim Business Services T-Systems Slovakia, s.r.o

INS Data InsData Osram

Bratislava Accenture Services Bratislava Achilles Information Slovakia Air Dispatch Allianz Business Services Amazon AT&T Global Network Services Slovakia Austrian Airlines SSC BASF

2017

DELL European Business Centre Deutsche Telekom SSC DuPont Slovakia (Danisco Slovakia) Emerson Network Power/Vertiv 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 KONE

LENOVO European Global Supply Chain Centre Mondelez European Business Services Centre Orange Business Services PWC Shared Services Centre 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

www.ceeOutsourcingAwards.com

73


Slovakia Bratislava

CEE Shared Services and Outsourcing Directory

| Business type: SSC

| Number of employees: 200

SSC BASF

SSC Henkel

Tel.: 421-2-58266111 | Date started: 1993 | Number of employees: 50 | Business type: SSC | Services offered: Accounting, IT, HR Edita Hippova, Managing Director

Tel.: 421-2-50246111 | Date started: 1991 | Number of employees: 1300 | Business type: SSC | Services offered: F&A Christian Schulz, Head of SSC

SSC DELL European Business Centre

BPO Hewlett-Packard Slovakia

Tel.: 421-2-57508040 | Date started: 2001 | Number of employees: 1856 | Business type: SSC | Services offered: F&A,, Marketing, Sales, Technical Support, Customer Service Silvia Jelenikova, Co-Site Lead of Dell GBC & HR Director CEE Region

Tel.: 421-2-57525111 | Date started: 2000 | Number of employees: 1800 | Business type: BPO | Services offered: Hardware B2B Support, Application Management Martin Sura, Managing Director

SSC Deutsche Telekom SSC

| Date started: 2000 | Business type: SSC | Services offered: F&A, IT Services/Software Development, HR, Data Analytics, Locistics, Customer Support Paul Burt, IBM ISC Managing Director & Location Enablement & Operations

SSC IBM (ISC)

Tel.: 421-2-55640130 | Date started: 2009 | Number of employees: 361 | Business type: SSC | Services offered: Telecom Support

DuPont Slovakia (Danisco Slovakia) Tel.: 421-2 32252200 | Number of employees: 103

ING Global Services and Operations, Bratislava

Emerson Network Power/Vertiv

Tel.: 421-2-59346498 Gyorgy Orlov, General Manager

| Date started: 2004 | Number of employees: 130 | Services offered: Technical Helpdesk

SSC Faurecia Slovakia SSC Tel.: 421-2-68286469 | Business type: SSC

First Data | Date started: 1994 | Number of employees: 452 | Services offered: IT Services

Geodis Calberson Slovensko Tel.: +421 2 4025 5111 | Number of employees: 75 Nicolas Mialon, General Manager

SSC Johnson Controls International Bratislava Tel.: 421-2-57271111 | Date started: 2004 | Number of employees: 1700 | Business type: SSC | Services offered: Finance, Accounting, HR, IT, Sales Kristina Drobcova, Vice President Global Business Services

LENOVO European Global Supply Chain Centre Tel.: 421-2-68688001 | Date started: 2005 | Number of employees: 600 | Services offered: Customer, Technical Assistance Centre Breffni O\\’Donovan, Lenovo Bratislava Site Leader and Executive Director of EMEA Customer Fulfillment

SSC Mondelez European Business Services Centre Tel.: 421-2-49401104 | Date started: 2004 | Number of employees: 600 | Business type: SSC | Services offered: Accounting, Financial Services Victor Susman, Global Operations Leader Employee and Finance Services

Orange Business Services Tel.: 421-2-38190684 | Date started: 1996 | Number of employees: 280 | Services offered: Customer Service Call Centre Dana Prekopova, Head Customer Services and Operations Europe

SSC PWC Shared Services Centre Tel.: +421 904 941 500 | Number of employees: 75 | Business type: SSC | Services offered: SSC/Captive for PWC Adriana Jonasova, SSC Head

Quintiles Slovakia 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.

SSC KONE Tel.: 421-2-59221010 | Date started: 2004 | Number of employees: 400 | Business type: SSC | Services offered: F&A Poelmans Jean Marc, Managing Director at KONE International s.a.

Siemens PSE s.r.o., Slovakia Tel.: 421-2-59704701 | Date started: 1993 | Number of employees: 1058 | Services offered: IT Solutions, Technical Support Miroslav Uríček, CEO

Global Blue Tel.: +421 232 222 514

Winner IT Services Firm Of the Year – CEE CEE

74

T-Systems Slovakia

Shared Services and Outsourcing Awards

2017

www.ceeOutsourcingAwards.com

2017


Bratislava Slovakia

Manager’s Profile

Christian Schulz Head of SSC Bratislava & General Manager Henkel Slovensko spol. s.r.o. Bratislava Parent Company: Henkel AG & Co. KGaA, Düsseldorf, Germany

Please provide a few sentences about what your company is doing in CEE? Henkel is operating a global network of five captive and one outsourced SSCs ensuring both - stakeholder proximity (time zone and language requirements) and scale effects for language and time zone independent services. The comprehensive service portfolio covers 20 processes and 66 sub-processes for functions (finance, HR, purchasing, IT) as well the three business units of Henkel (marketing & sales, supply chain, controlling & reporting, master data, regulatory and customer / consumer services). The center at Bratislava was established in 2006 and is with more than 1,400 employees the biggest of Henkel’s SSCs providing regional services for Europe, global services in many areas as well as covering specific processes for corporate functions.

During the last years we successfully enlarged our service offer with more advanced services. In many areas we accomplished the development from initially transactional to integrated services following an end-to-end process design principle. In the coming years we will continue to advance our service offer exploiting the potentials of robotic process automation.

Employee Issues. How has this changed in the last 1-2 years, and what are the likely employment issues expected during the next few years. After a steep growth in the first years after establishing the SSC Bratislava growth in terms of number of employees was getting slower during the last three years, which was mainly driven by the realization of huge efficiency gains in existing activities despite constant absorption of new activities. These new activities require more advanced skills and capabilities, which is a development of the entire industry. Hence the attraction of suitable candidates with the right knowledge, experience and attitude becomes even more important than before. The same is valid for retention, especially in areas, where centers of expertise were transferred to or established in Shared Service Centers

Do you provide external services to unrelated companies. If you are a captive/SSC, which parts are possible to be outsourced, or taken over by BPO providers? We are operating since 2012 a hybrid Shared Service network with a BPO partner providing services at India. We successfully transferred transactional parts of various processes (e.g. OTC, STP) to our partner and will also in future analyze opportunities, but will continue with our set-up of mainly captive services.

Biggest surprises about setting up or operating SSC centre in CEE: Positives: The spirit, eagerness and commitment of our employees which enabled us to establish a multifunctional shared service center serving the world within only a few years Negatives/Improvements needed: Observing the growth of the industry in Slovakia with more advanced requirements to be covered we need a stronger consideration of these needs already during education at university as well as the flexibility to hire experts from non-EU-countries with reasonable lead times. I am optimistic that the initiatives of the BSCF will support an improvement in both areas.

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

3 specific bits of advice to other firms considering setting up SSC/BPO operations in CEE: Think long-term: the strategic benefit of shared services is not short-termed labor arbitrage, but sustainable synergies and scale

Christian Schulz joined Henkel in 1995 and held various local, regional and international roles in the field of Supply Chain in advance of taking over in 2015 the role as head of SSC Bratislava as well as General Manager Henkel Slovensko

Sutherland Global Services

WMD CEE s.r.o.

| 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.

Tel.: +421 2 37700940 | Date started: 2016 | Services offered: coordination of WMD sales activities and offer support in projects in the area Sven Rossbach, Managing Director

Explain why your company set up operations in the specific city and any specific factors that influenced the company’s decision: Criteria for the determination of the global SSC footprint were the access to labor markets with highly skilled employees as well as the coverage of all relevant languages in the respective region. The CEE region offered besides competitive labor costs the advantage of providing a great coverage of all European languages. Bratislava was chosen as European location thanks to the combination of providing a good talent market with several universities at Bratislava and many in Slovakia as well as the location being close to the regional hub Vienna and enabling short travel times from / to HQs.

SSC SwissRe Business Services

SSC Yanfeng Automotive Interiors

Tel.: +421 2 5831 5400 | Date started: 2006 | Number of employees: 700 | Business type: SSC | Services offered: Finance, IT Peter Hämmerli, Head Global Services Delivery at Swiss Re

Tel.: +421 248 298 111 | Number of employees: 70 | Business type: SSC | Services offered: F&A. In 2015 the Interiors product group of Johnson Controls’ Automotive Experience business

2017

CEE Shared Services and Outsourcing Directory

effects. Start with processes with limited complexity and transactional focus and grow by taking over more advanced processes providing development opportunities for your employees. Focus on governance with clearly defined roles and responsibilities as well as on change management avoiding “us and them”.

unit became part of the joint venture company Yanfeng Automotive Interiors

SSC Zurich Insurance Company SSC | Number of employees: 53 | Business type: SSC | Services offered: Zurich Captive Slovakian branch supports functional service delivery leaders to support delivery of compliant Business Operations and local compliance to Zurich Management

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75


Slovakia Kosice

Manager’s Profile

between 200 and 500 new positions annually. In Slovakia, there is better awareness of the SSC sector among potential employees. On the other hand, with growing numbers in the SSC sector the demand for newcomers is also rising fast – this puts pressure on educational institutions to increase both volume and quality of graduates – not a simple challenge, especially in smaller CEE countries like Slovakia. On the positive note, knowledge of languages among employees has improved, as have the soft and social skills of existing and potential workers.

Dr. Martin Dzbor

CEE Shared Services and Outsourcing Directory

Director of Strategy & Development T-Systems Slovakia Kosice, Slovakia Parent Company Name: T-Systems International, GmbH, Bonn, Germany

Please provide a few sentences about what your company is doing in CEE? T-Systems Slovakia was established in 2006 as a nearshoring hub and IT shared services centre for the entire Deutsche Telekom group. Since its beginning it is located in Kosice, in eastern Slovakia, where it has become the second largest employer. The company provides outsourced IT services to leading European and global customers, as well as business process outsourcing services in financial controlling to the group. In addition to 700 external customers, the Kosice company provides internal IT service to the entire Deutsche Telekom group and its subsidiaries. How will you develop in the next 2-3 years? In the coming 2-3 years, we expect more pervasive usage of cloud in IT solutions design, as well as virtualization and softwarization of many IT functions through the phenomenon of software-defined infrastructure (SDx). This will lead to more opportunities for automation and self-service. Do you provide external services to unrelated companies? T-Systems Slovakia, s.r.o. is a nearshore hub of its mother company, i.e., acting more like a captive shared services centre that delivers its services formally to the mother company as the requestor. However, the end beneficiary of these IT services are external clients of the global company, for whom we operate, manage and design their IT infrastructures. The changes in this market are in both directions

3 specific bits of advice to other firms considering setting up SSC/BPO operations in CEE: Despite losing some 40% of its labour cost advantage over the past 10 years, the CEE region is still highly competitive for locating shared services centres, not only in IT function but also in a range of other business processes. The increase in cost has been complemented by even faster growth in productivity – in all CEE countries but Slovakia, Estonia and Latvia being the likely frontrunners when it comes to productivity growth. The CEE region is advantageous when it comes to people – their acquisition, development and motivation. Employee Issues? In 2017 the company has reached close to 4000 FTEs and its annual turnaround has reached 130 milion Euro. T-Systems Slovakia has been steadily growing since 2006, thus number-wise we have been adding

Banská Bystrica

Kosice

O2 Telefonica

AT&T Global Network Services Slovakia

Tel.: 421-2-62020100 | Date started: 2002 | Number of employees: 95 | Services offered: Customer Service Call centre

Gemerska Horka SCA Hygiene Products Slovakia Tel.: 421 5 87860200 | Number of employees: 30 Vladimír Veselý, Country Manager

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– opportunities to get new services outsourced to Slovakia and threats to “lose” some services to the third-party providers.

Tel.: 421-2-69257211 | Date started: 1999 | Number of employees: 2716 | Services offered: CC for Sales, Technical Support, Customer Service, SSC for Finance, Accounting, Billing Gabriel Galgoci, Slovakia Country General Manager & Director Client Network Operations Management

Embraco | Number of employees: 100

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Biggest surprises about setting up or operating SSC centre in CEE: Capability of the region to absorb such a dramatic growth of the local subsidiary – from zero to close to 4,000 in 11 years. Excellent and consistently high balance between quality of delivered services and the productivity. Improvements needed: People can show more entrepreneurial attitudes and pursue their ideas more diligently from inception to realization. CEE is a good region for coming up with ideas, innovations and improvements; unfortunately, these are often lost by not being able to “sell” the ideas and authors “selling themselves” in the global context. Martin Dzbor joined T-Systems Slovakia in 2009 after a successful career in an IT research & development firm in the UK, as well as in academia in the UK. Martin has a degree in Informatics, as well as MBA and PhD from the UK. Since 2010 he is a director and board member responsible for strategy and business development in the Slovak company. In this role he steers critical strategic initiatives through their lifecycle. His design and rollout of a dual vocational education programme in ICT received full certification from the German Chamber of Commerce as the first in the world beyond Germany. His approaches have been recognized as “market-leading innovations in developing digital workforce” by Gartner analysts in their 2016 joint report with Mercer on the state of labour markets in IT industry.

SSC Holcim Business Services Tel.: +421 911 051 078 | Number of employees: 75 | Business type: SSC | Services offered: F&A: Book to Report (B2R), Order to Cash (O2C) and HR Management (HRM) services. Laszlo Mocsy, Head of SSC

SSC T-Systems Slovakia, s.r.o | Date started: 2006 | Number of employees: 3986 | Business type: SSC | Services offered: F&A, IT Services/Software Development, R&D Daniel Giebel, Managing Director & VP IT Delivery; Marek Resovsky, VP Finance & Head of BSC Finance and Controlling

2017


Nitra Slovakia

Nitra

Piešťany

INS Data

ON Semiconductor

SSC Peikko Business Shared Services

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.

| Date started: 1998 | Number of employees: 65 | Services offered: EMEA & AMR Customers Service Centre

Tel.: 421-3-13212133 | Business type: SSC Livia Madaraszova, Director, Shared Services

Osram Tel.: +421 (0)35 / 6464111 Roman Slobodnik

Považská Bystrica SSC Danfoss Power Solutions a.s. Tel.: +421424301108 | Date started: 1995 | Number of employees: 55 | Business type: SSC | Services offered: F&A, IT Services/Software Development, R&D

Zilina Schaeffler Slovensko Tel.: +421-41-420-5306 | Number of employees: 80 | Sewrvices: F&A

Senica Maccafferi Central Europe 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. Antonio Canfora, Managing Director

CEE Shared Services and Outsourcing Directory

SSC InsData Tel.: 421-3-77760111 | Date started: 1996 | Number of employees: 284 | Business type: SSC | Services offered: The firm is divided into Software Service (SWS), Cross-Border Service (CBS) and Back Office Service (BOS) Section.

Trnava

77 2017

www.ceeOutsourcingAwards.com


Hungary Budapest

Hungary Budapest AB InBev

CEE Shared Services and Outsourcing Directory

| Date started: 2006 | Number of employees: 150 | Services offered: SSC: F&A, HR, IT, Logistics

| Date started: 2010 | Number of employees: 250+ | Business type: SSC | Services offered: F&A for this medical services firm. Peter Fazekas, Center Manager

SSC Agco Hungary Kft.

BPO Accenture Tel.: +3613273700 | Date started: 1992 | Number of employees: 260 | Business type: BPO | Services offered: BPO: F&A, etc. Peter Skodny

Tel.: +361-882-8300 | Date started: 2011 | Number of employees: 115+ | Business type: SSC | Services offered: CoE: F&A, IT, HR Emese Szakacs, Director

BPO Agoda

SSC Acelity

| Date started: 2011 | Number of employees: 148 | Business type: BPO | Services offered: Customer Service Centre

Tel.: 36-1-880-2501

Zsuzsanna Vary, Regional Manager

SSC Albemarle Tel.: +361-883-9600 | Date started: 2009 | Number of employees: 100+ | Business type: SSC | Services offered: F&A Johnson Duncan, Managing Director

BPO Avaya Tel.: +36 1 238 8200 | Date started: 2001 | Number of employees: 150 | Business type: BPO | Services offered: global provider of business collaboration and communications solutions,

Budapest AB InBev Accenture Acelity Agco Hungary Kft. Agoda Albemarle Avaya Avis Budget Group BSC BlackRock Hungary Kft BP European Business Service Centre BT (British Telecommunications) Celanese BBSC Celergo Cemex SSC Citi Service Center CloudAgent (COMFORCE)

Cognizant Technology Solutions Hungary Computacenter Services Hungary Corning CPL Integrated Services Budapest Cushman & Wakefield Shared Service Center DHL Supply Chain Hungary Ltd. Diageo Business Services Docler SSC Eaton – EMEA Business Service Center Ellerton Call Centers Emirates SSC EPAM System Kft.

ESAB ExxonMobil BSC FAO (UN) Regional Office for Europe and Central Asia GE Global Operations Center Genpact Hungary Process Getronics EMEA Givaudan Finance Services Greif BSC Europe Kft. Grundfos Financial Shared Services 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 Media Services Group Merlin MOL Group Morgan Stanley MVM Group (Hungarian Power Companies) Mylan European GBS Center Nalco Hungary BSSC (Ecolab) Nokia Solutions and

Networks Kft NXP Pactera Development Center Photel Zrt. Process Solutions Roche SSC Safeguard World Hungary Kft. SAP Global Support Center SAPA Profiles Kft. Sykes Hungary Systemax Business Services T-Systems Tata Consultancy Services Ltd. Tech Mahindra Limited

Transcom Ubiquity Global Services Hungary UNHCR UNICEF Global SSC Unisys Global Services Viacom International Hungary Kft. Vodafone Shared Services Budapest WHO World Health Organization

Nyíregyháza 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 Székesfehérvár [74]

[102]

Békéscsaba Hódmezővásárhely Székesfehérvár Emerson Process Management Visteon Alcoa Global Business Services (GBS) Harman International

78

Pécs

[64]

[47]

[157]

Hódmezővásárhely Population figures in thousands

www.ceeOutsourcingAwards.com

TetraPak

Population: 9,849

2017


VÁCI GREENS SUCCESS STORY CONTINUES IN BUDAPEST

• Váci Greens is a large scale campus style modern office development in the heart of Budapest. • Comprises of 6 BREEAM excellent certificated office buildings with over 130,000 m2 leasable area • As Phase I: 3 buildings were completed – Building A, B & C -65,000 m2 in total • After the successful letting and selling of Phase I Atenor started Phase II which will be additional 65,000 m2 high quality ideal green offices – Building D, E & F • Building D welcomes its tenants as of January 2018 • Building E &F will be handed over in 2018-2019 • For more information please visit www.vacigreens.hu

www.vacigreens.hu Contacts: Atenor Group Hungary, 1138 Budapest Váci út 117-119, www.atenor.be Zoltan Borbely, Country Director Nikolett Püschl, Leasing Manager +36 1 785 52 08 borbely@atenor.hu +36 1 785 52 08 puschl@atenor.hu


Hungary «City Name»

Manager’s Profile

Csaba Szende

CEE Shared Services and Outsourcing Directory

Human Resources Leader - EMEA BSC HR & EMEA HR Services Eaton Enterprises (Hungary) Ltd. Budapest Parent Company: Eaton Corporation Plc., Dublin, Ireland

Employee Issues. How has this changed in the last 1-2 years, and what are the likely employment issues expected during the next few years. Globally, we have almost 100,000 employees and at our EMEA BSC we are at 400 employees and we have aspiration to grow further in the next 2-3 years. Our approach

Positives:Talent availability is clearly the biggest one. Improvements needed: the amount of hard copy paperwork. Specific cost savings that your firm has achieved? The main reason for Eaton is to ensure standardization and process improvements in the EMEA region. Hence, our EMEA BSC

Please provide a few sentences about what your company is doing in CEE? Eaton’s Europe, Middle East and Africa (EMEA) Business Service Centre (BSC) - established in 2015 - is the newest addition to the company’s EMEA regional capability, helping to manage operations across the region through Customer care, Sales support, Commercial management as well as functional support areas such as HR, SCM, Marketing, Finance and IT. How will you develop in the next 2-3 years? At our EMEA BSC we are a startup company with 100 years of history. We focus on growth, productivity, centralization with effectiveness and efficiency which will be a key to succeed in challenging market conditions. Do you provide external services to unrelated companies. If you are a captive/SSC, which parts are possible to be outsourced, or taken over by BPO providers? We have an insourced model and our strive is to provide great services to Eaton’s external and internal customers and this is what we are going to keep. 3 specific bits of advice to other firms considering setting up SSC/BPO operations in CEE: Talent quality/availability, infrastructure and costs are the top critical factors to be considered.

is to bring in value add activities, more complex processes and positions where we need multiple language capabilities. I believe that our biggest differentiating factor and fingerprint is our strong values & people focused mindset. This is the core of our value proposition to attract & retain talents while we keep on developing and supporting them in their career plans within the company. Biggest surprises (positive and negative) about operating SSC centre in CEE?

concentrates on value add activities and efficiencies through continuous improvement activities and not only labor arbitrage. Wide range of International HR experience gained in consultancy and corporate side: Centre of Expertise, HR Generalist & various HR Leadership roles. Managed Greenfield SSO set up and HR / HR SSC implementation and operation next to various Global & International HR projects.

Emerging City of the Year – CEE

Winner

Debrecen, Hungary CEE

Shared Services and Outsourcing Awards

80

2017

www.ceeOutsourcingAwards.com

2017


Hungary Budapest

providing unified communications, contact centers, networking and related services. György Gombár, Country Manager

SSC Avis Budget Group BSC Kft. Tel.: +36 (1) 887 1401 | Date started: 2003 | Number of employees: 1000+ | Business type: SSC | Services offered: F&A, IT services, HR, Data analytics. Francisco Farras, Managing Director – Budapest Shared Service Center

CEE Shared Services and Outsourcing Directory

BPO Cognizant Technology Solutions Hungary Kft.

Tel.: +36 1 686 0000 | Date started: 2016 Seymour Melanie, Managing Director

Tel.: 361-456-7000 | Date started: 2008 | Number of employees: 440 | Business type: BPO | Services offered: Budapest center provides near-shore IT Development, IT Infrastructure Services and BPO support for global customers in sectors Pharma, Banking, Consumer Goods and Telecom. Kornél Csajtai, Center Head

SSC BP European Business Service Centre

SSC Computacenter Services Hungary

Tel.: 361-866-6300 | Date started: 2009 | Number of employees: 1200+ | Business type: SSC | Services offered: F&A Jamie Anderson, Head of SSC

| Date started: 2014 | Number of employees: 200+ | Business type: SSC | Services offered: an extension of our main Barcelona Multilingual Service Centre, expand our European language capability and provide a skills pool for the wider Computacenter business. Mark Badi, International Service Director

BlackRock Hungary Kft

SSC BT (British Telecommunications) Hungary, Regional Operational Centre | Date started: 2007 | Number of employees: 2300 | Business type: SSC | Services offered: F&A, HR, Data Analytics Zoltan Szabo, General Manager; Mate Fazekas, Head of Employer Branding

SSC Celanese BBSC Tel.: +361-627-7400 | Date started: 2007 | Number of employees: 350+ | Business type: SSC | Services offered: Finance, treasury, Global AP, AR, GL, Customer Service, Logistics for EU and US Mike Jackson, VP Shared Services Europe

BPO Celergo Tel.: +361-235-3746 | Date started: 2012 | Number of employees: 8 | Business type: BPO | Services offered: Payroll services provider: Accounting, Tax compliance, Payroll

SSC Cemex SSC Tel.: 361 215 0874 | Date started: 2005 | Number of employees: 300 | Business type: SSC | Services offered: F&A, HR, IT. Mainly support the European subsidaries of CEMEX in Germany, France, England, Ireland, Poland and Croatia. Kis Csaba, Senior Program Manager

SSC Citi Service Center Tel.: +361-374-5000 | Date started: 2005 | Number of employees: 1500+ | Business type: SSC | Services offered: Information Technology, Security, Technology Engineering and Markets Quantitative Analysis. Jane Ellis, Citi SCS Head

82

| Date started: 2008 | Number of employees: 400 | Business type: BPO | 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. David Papp, CEO

BPO CloudAgent (COMFORCE Zrt.)

SSC Docler SSC Tel.: 36-1-432-3000 | Business type: SSC

SSC Eaton - EMEA Business Service Center Tel.: +3614991000 | Date started: 2015 | Number of employees: 400 | Business type: SSC | Services offered: Eaton EMEA BSC helps manage operations across the region through HR, SCM, IT, Finance, Customer Care, Sales support, Commercial management as well as internal functional support (Audit, Compliance, Data protection). Csaba Szende, Human Resources Leader; Paula Latta, Site Leader

Ellerton Call Centers Tel.: +3630 870 8080 | Date started: 2012 | Services offered: Call Center Laszlo George, Managing Director

SSC Emirates SSC | Date started: 2014 | Number of employees: 300+ | Business type: SSC | Services offered: Customer service Gabor Horvath, Country Manager

SSC Corning Tel.: +361-481-2300 | Date started: 2006 | Number of employees: 60 | Business type: SSC | Services offered: F&A. Corning in Hungary is part of the global finance function. Gill Trbovic, General Manager

EPAM System Kft.

BPO CPL Integrated Services - Budapest

ESAB

Tel.: +36 1 501 54 60 | Date started: 2011 | Number of employees: 770 | Business type: BPO | 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. Simone Olivo, Center Manager

Tel.: +361-382-1200 | Date started: 2010 | Number of employees: 140 | Services offered: Finance, IT outsourcing, service desk, logistics, procurement Peter Villanyi, Managing Director

SSC Cushman & Wakefield Shared Service Center Tel.: +36 1 268 1288 | Business type: SSC | Services offered: previously DTZ SSC.Services include Accounts Payable, Accounts Receivables and Data management. Orsolya Nemeth, Marketing Manager

DHL Supply Chain Hungary Ltd. | Date started: 2011 | Number of employees: 150+ | Services offered: Contact center: Logistics/supply chain Norbert Borbás, BSC manager

SSC Diageo Business Services Tel.: +361-412-9511 | Date started: 2002 | Number of employees: 1200 | Business type: SSC | Services offered: Finance, administration, billing services Zeisler Gábor, Head of Business Service Center

Tel.: +3619995300

www.ceeOutsourcingAwards.com

Tel.: +36-1-327-7400 György Bence Vinkó, Managing Director - CEE region

SSC ExxonMobil BSC Tel.: +36 1 298 5000 | Date started: 2004 | Number of employees: 1400+ | Business type: SSC | Services offered: F&A, IT services, administrative, logistics Csilla Csonka, Recruitment Advisor

SSC FAO (UN) Regional Office for Europe and Central Asia | Date started: 2007 | Number of employees: 125 | Business type: SSC | Services offered: Regional Centre: F&A, HR Sylvain St-Pierre, Head of the Shared Services Centre

SSC GE Global Operations Center | Date started: 2014 | Number of employees: 1600 | Business type: SSC | Services offered: 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.

2017


Budapest Hungary

Manager’s Profile

Péter Csucska General Manager Lexmark International Technology Hungary Kft. Budapest Parent Company: Lexmark International, Inc., Lexington, Kentucky

Please provide a few sentences about what your company is doing in CEE? A captive, multifunction Competence Centre located in Budapest, Hungary. 350+HC doing high value add activities in multiple business lines: Service Delivery, Supply Chain, Finance, IT, Marketing, HR, etc. Explain why your company set up operations in the specific city and any specific factors that influenced the company’s decision: In 2008, when the Competence center in Hungary was started, Lexmark already had a global, transactional SSC in The Phillipines. The aim with Budapest was to provide EMEA coverage in languages other than English, and focus on high-value added work vs transactional. Language skills, level of education, and good location with many established peers have been the main factors in choosing Budapest, Hungary. How will you develop in the next 2-3 years? We transitioned from expanding HC ever year to rather changing the mix, continuously increasing the variety and level of jobs performed - up to profiles requiring unique expertise - while enjoying only a relatively modest HC growth. I expect a similar trend in the next 2 years.

Peter Molnar, CIO, Global Operations & Leader of the Hungary IT Center

BPO Genpact Hungary Process Kft. Tel.: +36 1 330 8915 | Date started: 2002 | Number of employees: 300 | Business type: BPO | Services offered: F&A, Customer Service, Supply Chain &Procurement, Sales & Marketing Analytics, Financial Services Collections/Ops, Information Technology Services, Enterprise Application Services.

BPO Getronics EMEA Tel.: +36 1 371 7500 | Date started: 2004 | Number of employees: 140 | Services offered: BPO/Call center: Customer Support, IT support Cees Van Oorschot, CEO

2017

Employee Issues. How has this changed in the last 1-2 years, and what are the likely employment issues expected during the next few years. 350+ employees, slightly increasing/ flat. Expect a similar trend. Finding employees is a challenge, but very high capabilities and skills are available. Biggest surprises about setting up or operating SSC centre in CEE: It works well. And it is not a surprise!

Do you provide external services to unrelated companies? We do not perform BPO activities. Even though the center itself is captive, but Lexmark uses a hybrid model where Payroll, IT helpdesk, Logistics, and Call Centers are outsourced.

Since 2014, Péter is leading a 350+ employees Competence Center in Budapest. Péter joined Lexmark in 2008, and held leadership positions in supply chain: customer service center, planning, strategy; as well as in the area of Quality, Environment, and Operational Excellence/Lean. Prior to Lexmark, Csucska held various quality, engineering and supply chain positions in the manufacturing sector with Sanyo, GE and Diebold-Nixdorf. Péter is a graduate of GE Healthcare’s Operational Management Leadership Program (OMLP). Péter holds a University degree with Honors in Chemistry. He is COPC 5.0, APICS CSCP, Six Sigma Green Belt certified, and is an IS0 9001/14000 Lead Auditor.

3 specific bits of advice for setting up SSC/BPO operations in CEE:

SSC Givaudan Finance Services

SSC Hellmann Shared Service Center Kft.

Tel.: +361-880-5000 | Date started: 2011 | Number of employees: 131 | Business type: SSC | Services offered: F&A, HR, Data management Laszlo Matyas, Managing director

| Date started: 2016 | Business type: SSC Eloed Sata, Managing Director

SSC Greif BSC Europe Kft. Tel.: 36 1 580 8000 | Date started: 2013 | Number of employees: 15 | Business type: SSC | Services offered: F&A, IT Sandor Orban, Business Leader at Eastern Region

SSC Grundfos Financial Shared Services Tel.: +361-272-4115 | Date started: 2010 | Number of employees: 165 | Business type: SSC | Services offered: Finance Flora Kovacs, SSC Director

CEE Shared Services and Outsourcing Directory

CEE as a region is cost competitive, but not low cost. If cost is the single most important factory, it might be not a good fit. Do not underestimate the skills and capabilities of talent in CEE. Whatever is the activity, most probably there are people who can do it. If they can not immediately, the can learn quickly. Make sure to understand the specific environment/ city. Is it a place where your expats – and their families - can have a life? Is air travel from the HQ and other strategic locations convenient, or not?

BPO HP Enterprise Services | Date started: 1991/96 | Number of employees: 1650+ | Business type: BPO | Services offered: BPO services: F&A, IT and Data-processing services, document-management Dion Weisler, President & CEO

SSC IBM International Shared Service Center Tel.: +36-1-777-1055 | Date started: 2004 | Number of employees: 2300 | Business type: SSC | Services offered: F&A, HR, Customer Support, Call Center for IBM\\’s own operations Zsuzsa Beszteri, Govt. Affairs

www.ceeOutsourcingAwards.com

83


Hungary Budapest

BPO Intercomp Global Services

Merlin

Tel.: 36-21-380-1913 | Business type: BPO | Services offered: BPO: F&A, Payroll processing

Tel.: +36 1 815 4500 | Date 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. Zsolt Szmolinka, Head of Service Delivery Europe

IT Services Hungary Kft.

CEE Shared Services and Outsourcing Directory

Tel.: 361-456-5400 | Date started: 2006 | Number of employees: 4000 Christopher Wilson, Managing Director

Excellence for Order to Cash and Procure to Pay services for Ecolab Gabor Masat, Director, SSC

Nokia Solutions and Networks Kft Tel.: +36-20-9777-797 | Date started: 2006 | Number of employees: 370 | Services offered: Technology centre in Budapest Tóth Erzsébet, CFO /Managing Director

SSC Johnson Controls

SSC MOL Group

NXP

Tel.: 36 1 459 3700 | Business type: SSC | Services offered: F&A, HR Balint Bacso, Director of Enterprise HR Operation - APAC & EMEA

Tel.: +361-371-9536 | Number of employees: 450 | Business type: SSC | Services offered: F&A, IT services. For 50+ subsidiaries Anita Horváth, Process Development Expert

Tel.: +36 1 382 1900 | Date started: 2005 | Number of employees: 110 | Services offered: customer service, supply chain management Isco Attila, Managing Director

SSC KBC Global Services

SSC Morgan Stanley

BPO Pactera Development Center

Tel.: +36 1 465 7240 | Date started: 2008 | Number of employees: 350 | Business type: SSC | Services offered: IT services Wim Allegaert, General Manager Finance

Tel.: +36 1 881 4000 | Date started: 2006 | Number of employees: 1500+ | Business type: SSC | Services offered: SSC: F&A, Data Analytics, provides support across variety of services including IT, Financial Control, Operations, Credit Risk and Documentation. Norbert Fogarasi, Managing Director

| Date started: 2014 | Number of employees: 230 | Business type: BPO | 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 and maintenance services for custom applications (ADM services). Antonio Montomoli, GM

SSC KLM Financial SSC | Date started: 2002 | Number of employees: 120 | Business type: SSC | Services offered: F&A

SSC Lexmark International Technology Hungary, Ltd Tel.: +36-1-501-7228 | Date started: 2008 | Number of employees: 350+ | Business type: SSC | Services offered: F&A, IT Services/Software Development, HR or Payroll, Data Analytics/ Management, Logistics/Supply Chain, Customer Support/Call Centre/Telemarketing Peter Csucska, Managing Director

Media Services Group Tel.: 36 (1) 270 20 40 | Date 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)

SSC MVM Group (Hungarian Power Companies) | Number of employees: 60 | Business type: SSC | Services offered: Largest state-owned company in Hungary. SSC: Treasury, Controlling, Accounting and Tax and CAPEX Allocation activities of the MVM Group, Laszlo Szabo, Finance Director

SSC Mylan European GBS Center | Date started: 2015 | Number of employees: 95 | Business type: SSC | Services offered: SSC for this large generics and specialist pharmaceutical firm: F&A, HR Gabriella Kokai, Director, European HR Shared Services at Mylan

SSC Nalco Hungary BSSC (Ecolab) Tel.: + 36-1-880-5610; +36 1 880 5601 | Date started: 2006 | Number of employees: 250 | Business type: SSC | Services offered: BSSC is a Centre of

Photel Zrt. Tel.: 36305632322 | Date started: 2006 | Number of employees: 200 | Services offered: Customer Support/Call Centre/ Telemarketing Zsolt Lakatos, CEO

BPO Process Solutions Tel.: +361-451-7100 | Date started: 2002 | Number of employees: 250+ | Business type: BPO | Services offered: payroll, accounting, business administration Andrew Majlath, Managing Director

SSC Roche SSC Tel.: 36 1 461 8900

Best University – Business cooperation of the year

Winner

BT Roc(Ket) Science CEE

Shared Services and Outsourcing Awards

84

2017

www.ceeOutsourcingAwards.com

2017


Budapest Hungary Manager’s Profile

extended part of the business and requires close and regular governance.

Rahul Malhotra

Please provide a few sentences about what your company is doing in CEE? In Budapest we are providing Finance&Accounting, HR, Customer care, IT support and commercial support related to services across EMEA with a strong team of 1200 FTEs. Explain why your company set up operations in the specific city and any specific factors that influenced the company’s decision: SSC for ABG was established due to multiple reasons such as talent availability, existing shared services market, ease of proximity to EU countries, labor arbitrage benefits, back office operations working in same time zone as field operations. How will you develop in the next 2-3 years? We foresee a lot of change in customer behavior due to growing mobility services, usage of technology, and challenges from local players.

Biggest surprises (positive and negative) about operating SSC centre in CEE? Positives: Talent availability Improvements needed: Government support such as SEZ’s. Specific cost savings that your firm has achieved? Confidential Rahul has over 16 years of experience in Shared Services, with in-depth exposure to North America, Europe and APAC. He has consulted on outsourcing and process improvement projects for clients across 30+ countries in CPG, Pharmaceutical, Logistics, Automotive, Telecom, and Travel. He is an expert in the field of order-to-cash, process re-engineering and outsourcing. Currently he is heading EMEA Service delivery operations for Avis Budget Group in Budapest.

If you are a captive/SSC, which parts are possible to be outsourced, or taken over by BPO providers? Low-value transactional activities such as document handling and standard back office activities.

3 specific bits of advice to other firms considering setting up SSC/BPO operations in CEE: Setting up SSC is a long term objective for any organization and cost-savings should not be the only deciding factor. Whether SSC or BPO, it should always be considered as an

| Date started: 2006 | Number of employees: 550 | Business type: SSC | Services offered: SSC: Finance, HR, and IT services contributing to rapid growth. Thomas Haltermann, Managing Director

| Date started: 1999 | Number of employees: 300+ | Services offered: BPO: F&A, Call-centre. Emilia Borzasi, Contact Centre Operations Senior Account Management

Safeguard World Hungary Kft.

Systemax Business Services

BPO Transcom

Tel.: +36 1 444 0700 Natalie Salt, Global HR

| Date started: 2013 | Number of employees: 400 | Services offered: IT, HR, marketing, finance, sales István Zentai, SSC director

Tel.: 36 1 336 5000 | Date started: 2005 | 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. Tamas Gabor, Country Manager

SSC SAP Global Support Center | Date started: 2001 | Number of employees: 445 | Business type: SSC | Services offered: supporting services mainly to European SAP clients and SAP division and daughter companies.

SAPA Profiles Kft. Tel.: +36 1 287 8109 Lajos Nagy, MD

Sykes Hungary Tel.: 36 1 382 1000

2017

SSC T-Systems Tel.: +361-452-1400 | Date started: 2005 | Business type: SSC | Services offered: F&A. Owned by Magyar Telekom. Tibor Rékasi, CEO

SSC Tata Consultancy Services Ltd. Tel.: 36 1 886 8000 | Date started: 2001 | Number of employees: 1800 | Business type: GBS/CoE | Services offered: F&A, IT Services/ Software Development, HR, Data Analytics, Customer Support

Prabal Datta, General Manager

CEE Shared Services and Outsourcing Directory

Employee Issues. How has this changed in the last 1-2 years, and what are the likely employment issues expected during the next few years. We have 1200 FTEs in the SSC. Continuous focus on employee career path, operational development and employee talent management is the key to success of SSC. Our emphasis is on employee engagement through involvement in company strategy. Perform regular employee satisfaction surveys and encourage management to improve upon the results. Create an environment for employees to participate in community and recreational activities. Benefit landscape is driven by market and organization performance factors.

Head of Service Delivery Avis Budget Group Budapest SSC Parent Company: Avis Budget Group (New Jersey, US)

Tech Mahindra Limited Yogender Singh, CEO

SSC Ubiquity Global Services Hungary | Business type: SSC Sagar Rajgopal, Managing Director

SSC UNHCR Tel.: 36 1 336 3060 | Date started: 2008 | Number of employees: 250 | Business type: SSC | Services offered: F&A, supply management. The center in Budapest operates as the most

www.ceeOutsourcingAwards.com

85


CEE Shared Services and Outsourcing Directory

Hungary Debrecen

important administration unit of UNHCR in Europe and provides financial and accounting, payroll, HR, logistics and communication services to the organization.

SSC UNICEF Global SSC | Date started: 2016 | Number of employees: 350 | Business type: SSC | Services offered: The Global Shared Services Centre serves the entire organization, employing over 300 staff and operating in multiple languages; delivers a range of administrative services to all UNICEF offices, including payments and invoice processing, payroll, some human resources functions, and the Information Technology helpdesk. Mark Beatty, Global Director

Winner

Unisys Global Services Tel.: 361-801-0300 | Date 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. Szilvia Soha, Office Manager

payroll, procurement, helpdesk, technical support IT and HR services to the European subsidiaries of Vodafone Group. Dénes Láng, Head of Shared Services, Vodafone Europe

SSC WHO World Health Organization

SSC Viacom International Hungary Kft.

| Business type: SSC Matthew Bailey, Head of World Health Organization Budapest Centre

| Date started: 2010 | Number of employees: 10 | Business type: SSC Zsuzsanna Takács, Center Lead

Budaors

SSC Vodafone Shared Services Budapest Tel.: 361-882-1000 | Date started: 2014 | Number of employees: 1400+ | Business type: SSC | Services offered: provides finance, accounting,

SSC TetraPak | Date started: 2012 | Business type: SSC | Services offered: F&A Istvan Toth, SSC Manager

SSC of the Year – CEE

BP GBS Europe (Budapest) CEE

86

Shared Services and Outsourcing Awards

2017

www.ceeOutsourcingAwards.com

2017


Szekesfehervar Hungary

Hódmezővásárhely

Szekesfehervar

SSC British Telecom

SSC Villeroy & Boch

Emerson Process Management

Tel.: +36-8-0201-396 | Date started: 2007 | Number of employees: 350 | Business type: SSC | Services offered: Regional Center of Excellence

Tel.: +36 62 530530 | Business type: SSC Annamária Szabó, SSC Head

Tel.: 36 22 543 600 | Date started: 2010 | Number of employees: 50 | Services offered: European Sales Center; process automation technologies,

Concentrix

Nyiregyhaza

SSC Visteon

| Services offered: BPO: Outsourcing contact center

SSC Lego

SSC Flowserve Hungary Services

| Number of employees: 50+ | Business type: SSC | Services offered: IT services Zoltan Kozak, Director

| Date started: 2016 | Number of employees: 100+ | Business type: SSC | Services offered: F&A in 10 languages. Rory Carrick, Managing Director

Merlin | Number of employees: 80 | Services offered: IT Services, Customer Support,BPO

Raiffeisen Bank | Number of employees: 115 | Services offered: SSC: F&A, Customer Support, IT

Székely

SSC National Instruments

BPO ATALIAN Global Services

Tel.: +36 52 515 400 | Date started: 2006 | Number of employees: 120 | Business type: SSC | Services offered: F&A Laszlo Abraham, General manager

Tel.: +36 1 887 3890 | Business type: BPO | Services offered: Various Vincent Vallois, Strategic Development Director - EMEA

Tel.: 36 22 530 300 | Date started: 2000 | Number of employees: 200 | Business type: SSC | Services offered: F&A, Logistics/Supply Chain, Customer Support. Provides centralized support to the European subsidiaries of Visteon.

SSC Alcoa Global Business Services (GBS) | Number of employees: 250 | Business type: SSC | 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. Istvan Katus, Vice President

SSC Harman International | Date started: 2010 | Business type: SSC | Services offered: F&A Elisabeth Preiszler, Senior Director Finance Controlling Country Hungary

1st annual SSC Charity Beach Volleyball Tournament • 24 August, LaPlaya Beach, Warsaw

CEE Shared Services and Outsourcing Directory

Debrecen

• Limited to 24 teams of 6 players each. • Companies competing must be Shared Services firms operating in Poland. • Prizes: 1st, 2nd and 3rd place Trophies to top SSC teams Contact: iuliia@sscheroes.pl

2017

www.ceeOutsourcingAwards.com

87


Romania «City Name»

Romania Bucharest

SSC Ariston Thermo Romania SRL | Business type: SSC | Services offered: F&A Simona Vasilescu, General Manager

BPO Accenture

CEE Shared Services and Outsourcing Directory

Tel.: (4037) 228 - 6000 | Business type: BPO Razvan Patrunoiu, Managing Director

BPO Atalian Global Services

BPO ADP Centre of Excellence | Date started: 2014 | Number of employees: 300+ | Business type: BPO | Services offered: BPO: HR and Payroll. TC Kong, Vice President and General Manager

Tel.: +36 1 887 3890 | Business type: BPO Yves d\\’Arfeuille, Director South Eastern Europe

| Number of employees: 120+ | Business type: SSC | Services offered: F&A, IT, etc. Alexandra Parascan, Site coordinator

Computer Generated Solutions, Inc. (CGS) Tel.: +40-21-527-0000 | Services offered: BPO Vladimir Sterescu, Country Manager

SSC Carestream - EMEA Shared Service Center Tel.: +402-1539-7100

Suceava

Iasi

[106]

Iași

Population: 19,600

Cluj

Bombardier Transportation Shared Services Center Romania Bosch R&D Cluj EMERSON Endava Genpact Office Depot Service Center S.R.L. Thomsons Online Benefits

[309]

Cluj-Napoca

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

[1,950]

Bucharest

88

Accenture ADP Centre of Excellence Ariston Thermo Romania SRL Atalian Global Services Carestream - EMEA Shared Service Center Computer Generated Solutions, Inc. (CGS) Conectys

DB Global Technology Center DB Schenker DB Schenker Global Services Europe SRL Deutsche Telekom Business Services SRL Ericsson - Global Services Centre Global Remote Services HP GeBOC

IBM Global Business Services Kellogg Mellon Romania OMV Petrom - Petrom Solutions Oracle Procter & Gamble GBS S&T Romania Samsung Shared Services Siemens Romania

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Societe Generale European Business Services Softvision Stefanini Teleperformance TELUS International Temenos SSC TMF Group Romania Vodafone Shared Services

Walter Services Wipro Technologies Romania WNS Global Services

Population figures in thousands

2017


«City Name» Romania

Manager’s Profile Chief Exectuive Officer Societe Generale European Business Services Bucharest (Romania) Parent Company: Societe Generale, Paris (France)

Please provide a few sentences about what your company is doing in CEE? Societe Generale European Business Services (SG EBS) belongs to Societe Generale, one of the largest European Financial institution. Created in January 2011, Societe Generale European Business Services is one of the largest players in the shared service center market in Romania. It delivers high added value services in various fields of activity for worldwide entities of the Group (finance/accounting, procurement, human resources, IT, KYC, Corporate and Operations), serving all major business lines of SG Group in 35 countries. We are France and EMEA near shore CENTER OF EXCELLENCE. Explain why your company set up operations in the specific city and any specific factors that influenced the company’s decision: The journey of Societe Generale European Business Services began with the need for a strategic location to sustain and transform European operations of Societe Generale Group. The purpose was, from the early days, to deliver high-added-value services in various fields of activity for France and European entities of the Group and complement set up the Group has in India. SG EBS value proposition relies on Romania strengths among which a well educated pool of talent who speak several languages therefore able to deliver services in clients’ language, one of the lowest costs within EU, geographical & cultural proximity and belonging to EU since 2007, this being also supported by SG large footprint in the country through BRD retail network which has a positive impact on our employer branding. How will you develop in the next 2-3 years? SG EBS’ activity has grown substantially over the past years; from only one SSC (shared service centre) specialized in Finance in 2011, the company developed into a comprehensive one providing a wide range of activity: Finance, HR, IT and the latest line centered on operation and other corporate functions such as KYC or back offices. In 2012, SSC HR was launched to complete the SG EBS services portfolio in Human Resources. In 2015, the launch of SSC IT helped SG Group to extend its IT operations in Eastern Europe.

2017

Societe Generale is leveraging more and more on its shared service centers, as part of the Group’s transformation strategy worldwide so, SG EBS has made the decision to open a fourth new line of activities, Corporate and Operations, in order to deliver services for the head office in Paris and other European entities also. SG EBS encountered yearly growth above 40% since its inception and increased its headcount by 1000 in 4 years. We foresee another 2-3 years growth, likely at a slower pace with further business diversification and uplift in overall value chain.

Specific cost savings that your firm has achieved?

CEE Shared Services and Outsourcing Directory

Philippe Garcet

Biggest surprises about setting up or operating SSC centre in CEE: Positives: Romania is one of the preferred near-shore locations, capitalizing on the solid education system, with a strong focus on IT, Finance & accounting and operations, cultural compatibility and a large scale of foreign language skills Improvements needed: Limited IT Talent Pool Availability (Increase on the Universities programs to increase the number of students), market becoming a bit hot in some activities.

3 specific bits of advice to other firms considering setting up SSC/BPO operations in CEE: Well Educated Talent Pool. Language Proficiency. Cost Among lowest in EU. Proximity with the rest of Europe. Employee Issues. How has this changed in the last 1-2 years, and what are the likely employment issues expected during the next few years. Since its creation in early 2011, SG EBS encountered a very fast growth to reach 1000 employees after less than 6 years of existence. Around 1300 FTE forecasted by end of 2017 vs 910 FTE end of 2016 and ambition to be at least 1500 FTE in 2018.

Savings on operating costs per FTE for transactional BPO services ~50% Paris/London/Hong Kong/Bucharest, my 15 years journey with Societe Generale! So many opportunities to grow/learn in multi cultural environments and acquire additional competencies. Groomed with Finance I had the chance through those experiences to be exposed to project management, transformation, team leadership and risk management. Coming to Bucharest to develop Societe Generale near shore shared service platform was an exciting career move which has proven a thrilling experience so far with the 1000th employee in reach for early 2017

www.ceeOutsourcingAwards.com

89


Romania Bucharest»

Manager’s Profile

likely employment issues expected during the next few years. Currently 33,000 employees across the Globe, with 4 regional centre having 1200 GBS employees. Romania is a versatile and dynamic job environment, most staff have university degree along with a bachelor or master. Language availabilities are on average min 3 per person and the experience level in Kellogg around 5-10 years, solid background from previous similar industry. Unemployment basically doesn’t exist in Bucharest so having the innovative culture running along with Branding and other benefits are key. One must be flexible, ever changing with a slew of opportunities for the individual professional.

Kim Karstensen

CEE Shared Services and Outsourcing Directory

Senior Director, Kellogg EMEA Centre Lead Kellogg EMEA Support Romania, Bucharest Parent Company: Kellogg Company

Please provide a few sentences about what your company is doing in CEE? Kellogg European support SRL is a Captive shared service centre located in Romania, Bucharest. The centre has currently 300 FTE finance professionals providing added value services for Finance, SupplyChain, Human resources (R2R, OTC, P2P, Transportation, HTR,Commercial/SupplyChain Finance etc) services for the entire EMEA Region. Explain why your company set up operations in the specific city and any specific factors that influenced the company’s decision: Cost. Process centralization through implementation of Global Business services. Educational availability. Regional Language ability. Talent pool. Ease of access for the Location. CEE Regional Stability. How will you develop in the next 2-3 years? Our Journey started in September 2014 with 30 FTEs and we are now operate with 300 FTE Finance professionals and continue to expand. Do you provide external services to unrelated companies. If you are a captive/SSC, which parts are possible

3 specific bits of advice to other firms considering setting up SSC/BPO operations in CEE: Strong leader to build and setup new teams and integrate the company desired culture. Focus on internal company culture (merge the best of the internal company culture with the new). Branding must be visible in the region. Employee Issues. How has this changed in the last 1-2 years, and what are the

BPO Conectys

SSC DB Schenker Global Services Europe SRL

Tel.: UK +4 480 009 88308; US +1 877 358 9995, EU +32 929 80111 | Date started: 2004 | Number of employees: projected 1000 YE 2017 | Business type: BPO | Services offered: Customer Support/Call Centre/Telemarketing Arnold Cobbaert, CEO

Tel.: +40 31 6303100 | Date started: 2015 | Number of employees: 600 | Business type: GBS/CoE | Services offered: F&A, Logistics/Supply Chain. The center in Bucharest is an internal service provider of Deutsche Bahn serving all international companies of DB Schenker, DB Cargo and DB Arriva in Europe. Mateen Mohamed Memon, Managing Director

SSC DB Global Technology Center Tel.: +40 (31) 222-4000 | Date started: 2014 | Business type: SSC | Services offered: Centre develops advanced technology solutions for several of DB’s activities. Iulia Cirmaciu, Head of HR

SSC DB Schenker

90

to be outsourced, or taken over by BPO providers? We are a Captive SCC and under constant operational change being a GBS centre in a continues improvement environment. We are split Captive/BPO and will keep improving our overall processes, eventually when processes become to transactional they are passed on to BPO while we strive to obtain more added value services so our business can develop further growth.

Tel.: +40 31 6303 – 115 | Business type: SSC Mateen Memon, GM

SSC Deutsche Telekom Business Services SRL

Joined Kellogg’s as GBS EMEA Regional lead in December 2014, bringing plus 20 years multinational experience along. He has gone through different industries & brings leanings from Healthcare, Automotive & FMCG Giants, within various verticals such as Operations, IT, PMO, Finance and Supply Chain on Global & Regional levels. Some achievements include a large Business merger of two companies with 75K Employees each, numerous Finance transformational journeys and overseeing large business outsourcing partners such as Infosys, Accenture and Genpact. Prior to that, he has spent some years as entrepreneur having two Facility Management companies in Denmark & has been working with other companies such as Genpact, Johnson Controls, UPC, Chello Broadband, Sitel, Nokia & Kim is educated as Auto Electrician & holds a Bachelor Degree in Electrical Engineering from Aarhus Technical University. He was honored by Johnson Controls with a Merit Award in 2011 for his achievements on Global Finance Transformations. Kim is a Danish citizen having spent less than half his life spent in Denmark & relocated to Bucharest Romania in middle of 2011.

| Date started: 2004 | Number of employees: 400 | Business type: BPO | Services offered: Customer Support/Call Centre/Telemarketing Paolo Marcattilj, Director UK / Shareholder; Giuseppe Deregibus, France Director / Shareholder

SSC HP GeBOC | Date started: 2005 | Number of employees: 3000+ | Business type: SSC | Services offered: SSC Andrei Romanescu

| Business type: SSC

SSC IBM Global Business Services

Ericsson - Global Services Centre

Tel.: 40214054268 | Business type: SSC Hary Olaru, Romania, CE&Baltic Delivery

Tel.: +40 21 4015 152 Liam Coffey, Head of GSC Romania

BPO Global Remote Services Tel.: +40-215.280.482

www.ceeOutsourcingAwards.com

SSC Kellogg | Date started: 2015 | Business type: SSC | Services offered: F&A Kim Karstensen, GBS EMEA Center Lead

2017


Bucharest Romania

Manager’s Profile

Eva Elges Director Bombardier Romania Cluj, Romania Parent Company: Bombardier Berlin

Employee Issues. How has this changed in the last 1-2 years, and what are the likely employment issues expected during the next few years. Currently we have around 650 employees; we increased a lot in the last 1-2 years, as we have migrated new functions to the market, with constant growth expected in the next few years. Skills and capabilities – mostly with economic background, analytics, clever, and flexible. Benefits have become very important, as the market is very aggressive and strong competition from IT companies.

Please provide a few sentences about what your company is doing in CEE? Bombardier Shared Service Center is located in Cluj-Napoca, Romania. We are an SSC with 650 employees. Finance started in 2009, HR started in 2011, Procurement started in 2014 and we will continue to grow mostly in the Procurement area. Explain why your company set up operations in the specific city and any specific factors that influenced the company’s decision: One of the most important reason besides choosing best-cost country was due to Global standardisation; Strong gouvernance input; Quality and responsiveness; End-to-end processes; Eficiency and process improvement scope; Language diversity.

Specific cost savings that your firm has achieved? Hard numbers: approximately 10-12 % efficiency gain/year. BC fulfilled in 80%.

has increased dramatically. In the next few years we move for Service globalization GBC – as we have multiple SSCs in Bombardier.

How will you develop in the next 2-3 years? The business case was fulfilled over the last few years. We have succeeded to close the month/year much faster and the governance

Do you provide external services to unrelated companies. If you are a

Mellon Romania

Siemens Romania

Tel.: + 4 021 408 88 88

| Services offered: Industrial Manufacturing Laurentiu Nedu

SSC OMV Petrom S.A. - Petrom Solutions

Eva started as manager with coordination of 15 employees, then after growing to 50 and after 4 years of different positions as finance manager, she was promoted to Head of SSC. She drives transition and lean methodologies inside the company, mostly for global standardization and process improvement, and select Global system projects.

IT Services/Software Development, Customer Support/Call Centre/Telemarketing Gregoire Vigroux, Marketing Director

| Business type: SSC Oana Andreea Bucur (Pelea), Process &Commercial

SSC Societe Generale European Business Services

SSC Temenos SSC

| Number of employees: >1000 | Business type: SSC Maurice Caulliez

| Business type: SSC Adina Fotachi

SSC Oracle

Softvision

TMF Group Romania

Tel.: +40213039639 | Business type: SSC Sorin Mandrutescu, General manager

Tel.: +40 364 401 400 | Services offered: ITO George Stan, Director General ...

| Services offered: BPO Alice Tîrşea, Managing Director

SSC Procter & Gamble GBS

Stefanini

| Business type: SSC | Services offered: F&A, Ops, Procurement Oana Laza, P& Balkans Global Business Leader

| Number of employees: 1000+ | Services offered: BPO Manuel Frade, CEO EMEA Region

| Date started: 2014 | Business type: SSC Boris Wouters

S&T Romania Tel.: +40 21 208 5800 Mircea Neagu, Country Manager

SSC Vodafone Shared Services

Walter Services

Teleperformance

| Date started: 2007 | Services offered: BPO Mihai Ilie-Goga, General Manager

Tel.: +40214010800 | Services offered: BPO Edmona Popescu, CEO

BPO Wipro Technologies Romania

Samsung Shared Services

TELUS International

CATALIN IORGULESCU, General Manager

Tel.: +40743027006 | Date started: 2007 in Romania | Number of employees: 1,000 locally and 20,000 globally | Services offered:

2017

CEE Shared Services and Outsourcing Directory

captive/SSC, which parts are possible to be outsourced, or taken over by BPO providers? No we are not providing any external services. Automatic and repetitive activities like Accounts Payable, Accounts Receivable, Travel and Expenses.

Tel.: +40-312-261-300 | Business type: BPO Vivek Bakshi, Head, International Operations (Europe)

www.ceeOutsourcingAwards.com

91


Romania Cluj

BPO WNS Global Services

SSC E.On Servicii

| Business type: BPO | Services offered: Szasz Lorad, Operations

| Business type: SSC | Services offered: E.ON Servicii is the Shared Service Company for all E.ON companies in Romania, Ana-Maria Matei, General Director

Cluj SSC Bombardier Transportation Shared Services Center Romania Tel.: +40 21 403 44 25 | Business type: SSC | Services offered: F&A, Ops, Procurement Eva Elges, Head of Finance SSC Cluj Napoca

CEE Shared Services and Outsourcing Directory

SSC Ness Iasi Technology Innovation Center

BPO Xerox Services Europe

Tel.: + 40 372 544 253 | Business type: SSC | Services offered: R&D Carmen Alexandra Ranca, HR Business Partner

SSC EMERSON

XL World

Tel.: +40 (364) 731000 | Date started: 2006 | Number of employees: 1350 | Business type: SSC Calin Banciu, General Manager

Tel.: +40 232 206 317 | Date started: 2003 | Services offered: ITO and software development

SSC Endava | Date started: 2016 | Number of employees: 65+ | Business type: SSC | Services offered: F&A, IT, Procurement, Travel Andreea Apostu, Head of Finance SSC

BPO Genpact Tel.: +40 372 066 6686 | Business type: BPO Pascal Henssen, Senior Vice President

SSC Office Depot Service Center S.R.L. Tel.: 004 0364 711 490 | Date started: 2007 | Number of employees: 515 | Business type: SSC | Services offered: IT, F&A Giulio Medda, Director Share Service Center Europe

BPO Wipro Technologies Romania | Business type: BPO | Services offered: BPO Vivek Bakshi, General Manager - International Operations (Europe)

Tel.: +40 372 805 800 | Business type: SSC Stefan Rusu, Chief Delivery Officer

Tel.: (4021)303-3500 | Number of employees: 600+ | Business type: BPO | Services offered: Xerox is offering document management services, as well as IT operations and business processes externalization for its clients. Gabriel Pantelimon, General Manager

SSC Bosch R&D Cluj

Alina Bratu, Public Relations Officer

Timisoara SSC Alcatel Lucent Tel.: +40 256 303 100 | Services offered: SSC/BPO hybrid Florin Petolea

SSC Bosch Communications Center Tel.: +4025-620-0000 | Business type: SSC Raluca Vasiu Partenie, CEO

SSC Continental Automotive Tel.: 40-256-25-15-05 | Business type: SSC | Services offered: SSC

BPO Thomsons Online Benefits Tel.: 40-0364 730 110 | Business type: BPO Julien Lefort, Training & Development Manager

Iasi SSC Amazon Development Center Romania Tel.: (4023)2406518 | Date started: 2005 | Business type: SSC | Services offered: SSC Lucian Vornicu, Managing Director Amazon Development Center

BPO Capgemini

92

| Date started: 2009 | Business type: BPO | Services offered: Multiple Services

www.ceeOutsourcingAwards.com

2017


Sofia Bulgaria

Bulgaria BPO Aii Data Processing

60K Tel.: +35924620000 | Services offered: Customer Service, Back Office, Social Network Management

Tel.: + 359 2 8012 666 | Business type: BPO | Services offered: A global company specialising in content, data and business intelligence services. Monitoring and analytics, Content and data indexing, Database services

BPO Adecco

BPO Bulpros

Tel.: +359 2 489 83 35 | Business type: BPO | Services offered: Customer interaction services, HR services

Tel.: +359 2 489 5725 | Date started: 2010 | Number of employees: 540 | Business type: BPO | 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. Ivaylo Slavov, CEO

SSC AIG SSC - Bulgaria | Date started: 2013 | Number of employees: 500+ | Business type: SSC | Services offered: The centre supports AIGâ&#x20AC;&#x2122;s insurance operations in 17 countries across Europe with Claims, Policy Servicing, Accounts Receivable, and Travel Assistance services. Andreeva Yanitsa, Head of Finance, EMEA Shared Services Bulgaria/Lithuania

C3i Tel.: + 359 (0) 2 489 81 26 | Services offered: C3i is a provider of technology support services for the life sciences industry.

Services include a complete portfolio of systems integration, technology training, 24/7 multilingual contact center, asset management, provisioning, and technical site assessments.

SSC Cocaâ&#x20AC;&#x2018;Cola HBC Bulgaria AD Tel.: +359 2 92 14 600 | Number of employees: 280 | Business type: SSC | Services offered: inance, Accounting services

CSMS Tel.: 35 924 896 908 | Number of employees: 250 | Services offered: customer interaction service, Back Office Transaction

BPO Euroccor JSC Tel.: +359 2 9037706 | Number of employees: 450 | Business type: BPO | Services offered: Call and contact centre services, Database processing, Outbound calls

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

CEE Shared Services and Outsourcing Directory

Sofia

Varna [321]

SOFIA [1,166]

Plovdiv [348]

Population figures in thousands

2017

Population: 7,202

www.ceeOutsourcingAwards.com

93


Bulgaria Varna

EXL Service Bulgaria

Sofica Group

| Number of employees: 145 | Services offered: Consulting, Finance, Accounting

Tel.: +359 2 400 85 00 | Services offered: BPO/HRO/ITO Stefan Bumov, General Manager

BPO Hewlett-Packard Tel.: 359 2 969 89 40 | Date started: 2006 | Number of employees: 4100 | Business type: BPO | Services offered: Customer interaction services, IT/hardware, software and services to consumers

IBM Bulgaria Ltd

CEE Shared Services and Outsourcing Directory

Tel.: +359-2-973-3171 | Date started: 2007 | Number of employees: 580 | Services offered: BPO: Business Consulting Services, Technology Services, Services Financing,

Taxback.com

| Date started: 2007 | Number of employees: 330 | Services offered: Customer interaction services

Tel.: 359 52 68 68 68 | Date started: 2003 | Number of employees: 400 | Services offered: SSC/BPO hybrid: F&A

Sutherland Global Services Tel.: + 359 2 936 68 00 | Number of employees: 280 | Services offered: BPO: F&A, Call Centre, HR Dimitar Galabov, Country Head

Telus international

| Services offered: Back office transaction, Finance/ Accounting services

SSC Siemens Enterprise Communications EOOD

TravelStoreMaker

Tel.: +359 2 811 54 50 | Business type: SSC | Services offered: IT

Tel.: +359 2 480 22 33 | Number of employees: 60 | Services offered: SSC/BPO hybrid: ITO, Call Centre, HR

Sitel Bulgaria EOOD Tel.: +359 2 819 9604 | Date started: 2006 | Number of employees: 575 | Services offered: Acquisition and Sales, Customer Care, Customer Retention, Back Office Maya Yaneva, Site Director

Varna

Stream International Bulgaria EOOD

Tel.: +359 2 931 73 30/31 | Services offered: BPO: Multichannel customer solutions, IT outsourcing, Risk management, Transformation solutions, Social media solutions

Moneybookers/Skrill

Karolina Sredkov, Financial Services Group Treasury Manager

Sevlievo SSC Ideal Standard International | Business type: SSC | Services offered: F&A

94 www.ceeOutsourcingAwards.com

2017


Belgrade Serbia

Serbia Novi Sad

BPO Biters Service

SSC NIS Gazprom

Tel.: +38111-41-41-142 | Date started: 2012 | Number of employees: 100+ | Business type: BPO | Services offered: Contact center Saverio Strani, Director

Tel.: +381-64-888-6227 | Business type: SSC Nikola Stokic, HR Shared Services Director

SSC Euronet Tel.: +381 11 308 2300 | Date started: 1995 | Number of employees: 98 | Business type: SSC | Services offered: EFT, epay and Money Transfer Vladimir Popovic, Country Manager

First Data Tel.: +381 11 20 71 100 | Number of employees: 78 | Services offered: BPO. Payments processor for banks and finance companies Olja Dakic, Managing Director

SSC NCR | Number of employees: 1600 | Business type: SSC Vladimir Zivanovic, MD

Subotica [142]

Novi Sad NIS Gazprom

Novi Sad

Population: 7,147

[381]

BELGRADE

Sitel

[1,762]

Tel.: +381 11 414 2211 | Number of employees: 400+ | Services offered: BPO: Contact center Aleksandra Petrovic, Site Director Serbia

Kragujevac [212] Kragujevac

CEE Shared Services and Outsourcing Directory

Belgrade

Telesign Tel.: +381 11 785 7500 | Date started: 2013 | Services offered: TeleSign, an Internet security and authentication leader, opened an Operations Centre in Belgrade for its mobile services division, TeleSign Mobile Maja Radovanovic, Operations Director

BPO Transcom | Date started: 2014 | Number of employees: 225+ | Services offered: BPO Roberto Boggio, General Manager, Central&South Europe Region

NiĹĄ

[260]

Belgrade Biters Service Euronet First Data NCR Sitel Telesign Transcom Trizma

BPO Trizma Tel.: +381 11 3537 500 | Date started: 2002 | Number of employees: 430 | Services offered: BPO: IT services, Call center, HR Marko Kovacevic, CEO, Member of Board of Directors

2017

95

Population figures in thousands

www.ceeOutsourcingAwards.com


Ukraine

CEE Shared Services and Outsourcing Directory

Ukraine Kiev

Lviv

EPAM Systems

Perfectial

Tel.: +380-44-390-5457

Tel.: +380 322 700 092

GlobalLogic

BPO SoftServe

Tel.: 044-492-9695 | Services offered: Ukraine-based software developer. Operates design and engineering centers all over the world.

Tel.: UA: +380-32-240-9090 x 1282 | UK: +44-203519-1216 x 1282 | US: 866-687-3588 x 1282 | Date started: 1993 | Number of employees: 4000+ | Business type: BPO | Services offered: IT Services/Software Development, Data Analytics/Management, R&D, SoftServeâ&#x20AC;&#x2122;s experience stretches from Big Data/ Analytics, Cloud, Security and UX Design to the Internet of Things, Digital Health, and Digital Transformation. Juan Turruellas, Executive Vice President World Wide Business Development

Kharkiv BPO Akvelon Tel.: +380 (57) 763-2067 | Business type: BPO

Intetics Tel.: +380-57-760-4877

MobiDev Tel.: +380 96 024 8169

96 www.ceeOutsourcingAwards.com

2017


CEE Shared Services & Outsourcing Awards Gala 2017

1 February 2018

www.ceeOutsourcingAwards.com


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

www.SharedServicesEurope.com


Shared Services/ITO Summit & Awards New York City, 28 June 2017

Strategic Promotion in 43 US Business Journals:

www.SharedServicesEurope.com


CEE Shared Services & Outsourcing Directory 2017  

The 2017 edition of CEE Shared Services & Outsourcing Directory is the most-comprehensive listing of companies in the Shared Services secto...

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