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