CEE Shared Services & Outsourcing Directory 2015

CEE SharedServices & OutsourcingDirectory 2015

Poland Czech Republic

982 SSCs and BPO centers in CEE

Hungary Romania Slovakia Lithuania Estonia Latvia Bulgaria Serbia

www.CEEOutsourcingAwards.com

2 0 CEEShared Services 1 5 & Outsourcing Directory ISSN 1643-4692

Table of Contents CEE locations and mulifunctional SSCs move up the rankings . . . . . . . 6

Publisher: BiznesPolska Sp.z o.o. ul. Długa 44/50, bud. D, lok 704, 00-241 Warszawa tel./fax: 022 831 7062 Research: Uljana Tsytsyk ula@biznespolska.pl Marketing Executive: Gerard Schrama gerard@biznespolska.pl President: Thom Barnhardt barnhardt@biznespolska.pl Graphic Design/DTP: sparfianowicz.wordpress.com

Distribution:

Growth from mid-cap US firms and German Mittelstand . . . . . . . . . . . . 7 Tholons 2015 Top 100 Outsourcing Destinations . . . . . . . . . . . . . . . . . . . . 9 Top Universities – Poland . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Manager’s Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 CEE Shared Services and Outsourcing Awards . . . . . . . . . . . . . . . . . . . . 102

Poland . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Warsaw (16) Białystok (30) Bielsko-Biała (30) Bydgoszcz (30) Chorzów (34) Cracow (34) Częstochowa (42) Dabrowa Górnicza (42) Dąbrowa Górnicza (42) Elbląg (42) Gdańsk (44) Gdynia (47) Gliwice (47) Katowice (47) Kielce (50) Lublin (50) Łódź (50) Olsztyn (54) Opole (54) Piła (54) Poznań (54) Radom (57) Ruda Śląska (57) Rzeszów (58) Sandomierz (60) Sopot (60) Szczecin (60) Tczew (62) Toruń (62) Tychy (62) Wrocław (62)

Czech Republic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 Hungary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74 Romania . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 Slovakia . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85 Estonia . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87 Latvia . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89 Lithuania . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94 Bulgaria . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98 Serbia . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

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

At the 3rd annual CEE Shared Services and Outsourcing Awards, held on 5 February 2015 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:

Accent, Accent Business Training, Adecco, AFI, Ahlstrom Vilnius UAB, AIG/Lincoln, Allianz Poland, Anis (Romanian IT Outsourcing Assocation), ArcelorMittal Shared Service Centre Europe, ArcelorMittal SSC Europe , Ariston Thermo SSC Romania, ASB Group, ASPIRE, Atos, AVON, Barclays Technology Centre Lithuania, Barona HR, Bridgestone EBS, Bulgaria Outsourcing Association, Buma Group, Bydgoszcz, Caitlin, Capita, CBRE, Ciber, CIMA, Cisco, Citi, Citibank, Coca cola, Coca Cola, CocaCola, Colgate_Palmolive, Colliers, Colliers Romania, Coloplast, Coloplast Shared Services, Comforce, Connectys, Cpl Integrated Services, Cpl Jobs, Cushman Wakefield, CushmanWakefield, CzechTrade, Deloitte, Deutsche Services, DFDS, EDF, Enterprise Estonia, European Outsourcing Association, EY, FINEXA, Fresenius Kabi, FRR, Gartner, GE Healthcare, Germany Trade, Global Remote, Goldman Sachs, Grafton, Grafton and AFI Czech, Grant Thornton, Hays, HB Reavis, HCC, HCL, HDS, Herbalife, HITACHI DATA SYSTEMS (POLSKA), Human Capital, Hungarian Outsourcing Association, Ideal Standard, Indo-Poland Chamber, Infinite, Infinite, Intermedix, Invest Lithuania, Invest Pomerania, Investment and Development Agency of Latvia, IT-Services Hungary, JLL, Katowice, City, Kinnarps, Krakow Business Park, Lexmark International Polska, LINKLATERS, Litewska (Lithuanian Interpreter?), Lodz, City, lublin. eu, Lufthansa, LUMIU, Mann+Hummel, MoneyGram, My Benefit, OKI Systems (Polska, Olivia Business Centre, Olivia Business Ctr, ORANGE POLSKA, Owens-Illinois (O-I), P&G, PAIZ, Pandora EMEA, Perceptive, Perceptive Software, Philips, PKP Intercity, Poland Business Run, Poznan, City, Process Solutions, Professional Outsourcing, PWC, PwC, PZU, QIAGEN, Randstad, Randstad, Randstad Czech, Randstad EMEA, RBS Royal Bank of Scotland, ReadSoft, Regenersis, RWE, SARIO (Slovakia), Savvis, Schneider Electric, SDI Media SSC, Skanska, Skanska Sverige AB, SkyRes, Solgari, Staples, STATE STREET BANK, Tate & Lyle, Teleperformance, Teleperformance Germany, Test HR, ThyssenKrupp, Torus Alchemia, Transparent, Triad, Verita HR, Walter Herz, Wavin Shared Services, Western Union Company, WNS

www.ceeOutsourcingAwards.com

Final Winners : Top CSR initiative of the Year: Poland Business Run Best University-Business cooperation of the year CIMA and SGH joint study programme in Management Accounting BPO Contract of the Year Global Remote Services (Romania) and Airport of Rome Employer of the Year – BPO CPL Integrated Services Employer of the Year – Shared Services Mann+Hummel Service (Czech Republic) Business Centre Manager of the Year – BPO WNS Global Services Business Centre Manager of the Year – Shared Services BNP Paribas Securities Services Recruitment Firm of the Year Hays Specialist Recruitment

Executive Search Firm of the Year IT Services Firm of the Year – CEE Advisory Group TEST Human Bulpros Consulting (Sofia) Resources IT Services Firm of the Year – Special Recognition Award Poland ASPIRE Atos IT Services Emerging City of the Year – Poland Rzeszów Emerging City of the Year – CEE Kaunas (Lithuania) Best City of the Year – CEE Vilnius Best City of the Year – Poland Kraków General Advisory/Location Advisory firm of the year PwC Poland

BPO Firm of the Year – Poland Capita Polska Most Unique Services Provider – Poland Intitek Polska Most Unique Services Provider – CEE Process Solutions New-entrant SSC of the Year GE Healthcare

Real Estate Advisory firm of the year Jones Lang Lasalle (JLL)

Shared Services Firm of the Year – Poland Cisco Global Services Center

Best Office Development for BPO/SSC Sectors Business Garden (Poznan) (Vastint)

Shared Services Firm of the Year – CEE Barclays Technology Center Lithuania

Premier Sponsors: VASTINT, CPL Premier Partners and Sponsors: WNS, Perceptive Software, Randstad, Transparent, Teleperformance, Human Capital Consulting

BPO Firm of the Year – CEE CPL Integrated Services

Awards Sponsors: Benefit, IT Services, Cushman & Wakefield, Fundacja Rozwoju Rachunkowosci, Kraków Business Park, Skyres Audit Partner: GrantThornton

Associate Sponsors: ASPIRE, Invest Lithuania, Bulgarian Outsourcing Association, HOA, AFI, Trellis, SARIO, ANIS, Invest in Poland, The World BPO Forum, EOA

www.ceeOutsourcingAwards.com

Strategies

CEE locations and mulifunctional SSCs move up the rankings

and Outsourcing Directory

While only 1/3 of global outsourcing firms have a presence in Central Eastern Europe, the percentages are increasing steadily.

ic region (up 42 percent), Eastern Europe (up 25 percent), India (up 16 percent), and Latin America (up 7 percent).

Organizations are also embracing a global business services (GBS) model, according to respondents. The idea behind a GBS is to

“Organizations are also embracing a global business services (GBS) model” with more than three functions have increased by more than 40 percent over the past two years. Going forward, 71 percent of respondents are looking to increase the number of functions in their SSCs. Additionally, the geographic footprint of SSCs has shifted since Deloitte’s last shared services survey two years ago. Enterprises are moving away from SSCs in the U.S. and Canada (down 17 percent) and western Europe (down 16 percent), and instead situating them in the Asia-Pacif-

create a single organization that can provide all desired services to line-of-business units all over the world. Twenty-four percent of respondents indicate their organizations did not develop a business case before transitioning to a GBS model because it seemed like the obvious next step.

The survey results also reveal how different organizations define SSCs, the payback periods they are experiencing thanks to these investments, and what they view as the future of SSCs. n

CEE Shared Services

6

And global enterprises pursuing shared services centers are expanding their competencies and geographic footprints.

Global organizations are increasingly expanding the competencies of their shared services centers (SSCs), while also moving them from developed to emerging markets, according to the latest global survey from Deloitte Consulting LLP. CFOs and CIOs have an important role to play in the success of SSCs, as technology plays a critical role in making these facilities responsive, relevant, and cost-effective.

Deloitte’s 2015 Global Shared Services Survey indicates that many companies are skipping single-function centers altogether and pursuing multifunction SSCs from the outset of their shared services journey. Respondents report that SSCs

www.ceeOutsourcingAwards.com

2015

Strategies

While a large percentage of global firms have already “discovered” the advantages of CEE, particularly Poland, industry insiders say that the steady, heady growth of 20% p.a. in the last 4-5 years will not slow in the coming years.

(after initial invesment of about €7 million in the first year).

Yet very few people in Europe have ever heard of A. Schulman. The firm, a leading international supplier of high-performance plastic compounds, powders and resins, has a “market-cap” of just over USD 1 billion and annual sales that exceed USD 2.5 billion.

There are another 7,000 companies just in the United States alone with market-cap exceeding USD 1 billion. So with less than

“There are another 7,000 companies just in the United States alone with market-cap exceeding USD 1 billion” roeconomic conditions”. He added that the company plans to move its EMEA operations from Belgium, in phases til May 2016, and expects annual savings of approximately €5 million by fiscal 2017

10% of these companies operating a SSC or BPO operation in CEE, the long-term growth potential for CEE’s shared services and outsourcing sectors remains optimistic over the next decade. n

7 CEE Shared Services

That’s due to the increasing awareness of shifting operations to CEE among two major economic powers: US mid-cap firms and the German-speaking Mittelstand.

(Mittelstand refers to small and medium-sized enterprises in German-speaking countries, especially in Germany, Austria and Switzerland.)

For example, the recent (May 2015) news that US firm A. Schulman will open

a new shared service center in Poznan, Poland encapsulates the decision-making processes at board meetings in US and western European companies.

Board member Heinrich Lingnau, vice president and general manager, EMEA, explained it this way: “The decision to relocate our shared service center is in line with our ongoing cost control initiatives and our strategy to prudently and proactively manage the business by better balancing market trends and mac-

and Outsourcing Directory

Growth from mid-cap US firms and German Mittelstand

2015

www.ceeOutsourcingAwards.com

Location rankings

Rank Rank 2014 2015

Movement

1 1 - 2 2 - 3 3 - 4 4 - 5 5 - 6 6 - 7 7 - 8 8 - 9 9 - 11 10 +1 13 11 +2 10 12 -2 12 13 -1 14 14 - 16 15 +1 19 16 +3 15 17 -2 18 -1 17 18 19 -1 22 20 +2 21 21 - 23 22 +1 25 23 +2

Region

Country

City

Asia Pacific Asia Pacific Asia Pacific Asia Pacific Asia Pacific Asia Pacific Asia Pacific Asia Pacific Europe Asia Pacific Americas Europe Asia Pacific Asia Pacific Europe Asia Pacific Asia Pacific Asia Pacific Asia Pacific Asia Pacific Middle East and Africa Asia Pacific Asia Pacific

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

Bangalore Manila (NCR) Mumbai Delhi (NCR) Chennai Hyderabad Pune Cebu City Krak贸w Shanghai San Jos茅 Dublin Beijing Dalian (Dairen) Prague Colombo Shenzhen Ho Chi Minh City Kuala Lumpur Hanoi Johannesburg Chandigarh Kolkata

and Outsourcing Directory

Tholons 2015 Top 100 Outsourcing Destinations

CEE Shared Services

9

2015

www.ceeOutsourcingAwards.com

Location rankings

and Outsourcing Directory

Rank Rank 2014 2015

CEE Shared Services

10

Movement

20 24 -4 26 25 +1 27 26 +1 30 27 +3 24 28 -4 29 29 - 32 30 +2 31 31 - 33 32 +1 28 33 -5 34 34 - 36 35 +1 35 36 -1 38 37 +1 37 38 -1 40 39 +1 43 40 +3 41 41 - 42 42 - 44 43 +1 39 44 -5 51 45 +6 46 46 - 45 47 -2 48 48 - 47 49 -2 49 50 -1 52 51 +1 53 52 +1 54 53 +1 55 54 +1 58 55 +3 56 56 - 60 57 +3 57 58 -1 59 59 - 61 60 +1 62 61 +1 65 62 +3 63 63 - 66 64 +2 64 65 -1 68 66 +2 67 67 - 70 68 +2 69 69 - 71 70 +1 73 71 +2 72 72 - 75 73 +2 74 74 - 77 75 +2 76 76 -

Region

Country

City

Americas Europe Americas Asia Pacific Americas Europe Europe Asia Pacific Asia Pacific Americas Europe Americas North America Asia Pacific Asia Pacific Europe North America North America Middle East and Africa Europe Americas Americas North America Asia Pacific Americas Europe Americas Europe Europe Europe Asia Pacific Asia Pacific Europe Middle East and Africa Americas Europe Middle East and Africa Asia Pacific Europe Asia Pacific Europe Europe Asia Pacific Asia Pacific North America Asia Pacific Americas Americas North America Asia Pacific Middle East and Africa Americas Middle East and Africa

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

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

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2015

Movement

80 77 +3 84 78 +6 92 79 +13 78 80 -2 79 81 -2 82 82 - 87 83 +4 83 84 -1 85 85 - 93 86 +7 90 87 +3 88 88 - 86 89 -3 89 90 -1 95 91 +4 91 92 -1 94 93 +1 98 94 +4 99 95 +4 - 96 - 97 97 - - 98 - - 99 - 100 100 -

Region

Country

City

Americas Asia Pacific Americas North America North America Asia Pacific Americas Asia Pacific Asia Pacific Asia Pacific Europe Americas Americas Middle East and Africa Asia Pacific Europe Americas Americas Asia Pacific Europe Middle East and Africa Asia Pacific Americas Middle East and Africa

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

Recife Perth Guatemala City St. Louis, Missouri Birmingham, Alabama Santa Rosa, Laguna (Metro Laguna) Managua Seoul Bangkok Bacolod City Leeds (Yorkshire & Humber) Campinas Valparaíso Port Louis Iloilo City Novosibirsk Asunción Cali Baguio City Belgrade Nairobi Metro Clark Panama City Durban

Multilingual customer service “under one roof” for global brands An interview with Mariusz Odkała, CEO of Teleperformance Poland Global players are constantly looking for better customer service solutions, such as outsourcing multilingual customer service to a contact center. How does it work?

The answer may be multilingual hubs which provide customer service to global organizations in many languages. “Under one roof ”, a team of consultants dedicated to a client serves their customers in different languages and in different countries according to the clients’ needs.

A highly-trained professional staff responds to the customers’ inquiries through multiple interaction channels, ranging from call services, emails, chats and social media.

A key success factor is multitasking.

How should one choose a reliable partner when looking for a contact center?

First, you should take “a helicopter view” at the contact center, checking its market position, experience, references and financial standing. Revenues that are growing from year-to-year and positive cash flows indicate a reliable partner who guarantees

2015

the financing of the project implementation and adequate human resources. And people are the most important factor. The contact centers that intend to handle multilingual projects have to ensure competitive employment conditions and be capable of carrying out effective recruitment processes for handling multilingual projects. Equally important are internal procedures including high safety standards of customer data.

Furthermore, when choosing a global market leader, you can be sure that it has global standards based on its international experience and best practices which are shared with local branches.

Which clients are looking for outsourcing customer service or tech support of multilingual projects?

Most clients of multilingual hubs are international corporations, however, more and more often regional clients including Polish ones who extend their businesses abroad choose a contact center for their customer service or tech support. There is a wide range of sectors which take advantage of a contact center like New Technologies, Travel, Communications, Financial, Energy &

Utilities, Medical Care, E-commerce, and even Public Administration. Regardless of the sector, the country where its customers are located, or type of activities, the client comes first and, therefore, high universal standards of customer care are crucial. n

Teleperformance Poland is a multilingual contact center specialized in customer care and technical support services for global companies, with expertise in many markets and verticals. We hire agents from 17 countries, which gives us the ability to run multilingual and international projects in over 15 languages.

www.ceeOutsourcingAwards.com

11 CEE Shared Services

Rank Rank 2014 2015

and Outsourcing Directory

Location rankings

Prestige (25%)

Innovativeness (5%)

Research Potential (15%)

Study conditions (10%)

Internationalisation (15%)

1

Uniwersytet Jagielloński

100

100

59.17

96.36

100

77.89

56.46

2

Uniwersytet Warszawski

99.92

96.90

72.46

100

91.29

73.47

72.79

3

Uniwersytet im. Adama Mickiewicza w Poznaniu

80.08

65.88

52.92

93.73

75.13

66.75

62.21

4

Politechnika Warszawska

79.00

67.93

90.07

82.50

76.63

57.05

54.07

5

Akademia Górniczo-Hutnicza im. Stanisława Staszica w Krakowie

74.40

62.38

92.50

86.39

69.82

51.94

46.90

6

Politechnika Wrocławska

73.35

58.46

100

84.56

64.70

48.97

59.88

7

Uniwersytet Wrocławski

72.31

55.48

39.50

89.88

77.39

59.05

46.27

8

Uniwersytet Medyczny im. Karola Marcinkowskiego w Poznaniu

67.49

24.79

35.16

87.34

82.21

93.53

56.17

9

Uniwersytet Mikołaja Kopernika w Toruniu

66.06

47.49

51.02

81.44

84.95

55.81

17.86

10

Szkoła Główna Handlowa w Warszawie

65.98

50.60

30.21

96.83

51.28

50.33

64.15

11

Warszawski Uniwersytet Medyczny

64.80

38.87

42.67

70.17

78.08

82.78

38.37

12

Gdański Uniwersytet Medyczny

64.69

25.87

25.29

85.17

81.31

85.93

48.66

13

Politechnika Łódzka

63.79

41.44

81.01

77.36

63.66

53.32

50.47

14

Uniwersytet Gdański

63.01

38.17

54.87

80.43

76.62

63.38

28.39

15

Akademia Leona Koźmińskiego w Warszawie

60.88

31.18

27.76

83.61

50.40

42.59

100

16

Uniwersytet Medyczny w Łodzi

60.76

30.13

33.94

84.88

76.19

86.61

18.05

17

Uniwersytet Medyczny im. Piastów Śląskich we Wrocławiu

60.57

32.14

47.54

72.38

55.55

100

48.74

18

Politechnika Śląska w Gliwicach

59.94

50.81

71.61

73.01

58.26

52.08

22.12

19

Uniwersytet Medyczny w Białymstoku

59.33

23.73

17.20

90.42

79.92

78.44

22.81

20

Uniwersytet Śląski w Katowicach

59.30

36.44

64.01

86.02

68.35

60.42

14.50

21

Uniwersytet Ekonomiczny w Poznaniu

59.10

43.65

32.83

84.69

59.57

49.56

33.73

22

Politechnika Poznańska

58.76

49.71

84.68

73.30

52.80

48.30

24.17

23

Uniwersytet Łódzki

58.74

37.11

52.05

81.48

62.07

53.70

35.58

24

Politechnika Gdańska

56.79

32.87

70.61

77.72

65.91

41.01

32.68

25

Szkoła Główna Gospodarstwa Wiejskiego w Warszawie

56.78

46.54

39.28

71.80

58.15

52.37

24.83

and Outsourcing Directory

Rank

Total score

Name

CEE Shared Services

12

Research Efficiency (30%)

Top Universities – Poland

www.ceeOutsourcingAwards.com

2015

Top Universities – Poland Prestige (25%)

Innovativeness (5%)

Research Potential (15%)

Research Efficiency (30%)

Study conditions (10%)

Internationalisation (15%)

26

Śląski Uniwersytet Medyczny w Katowicach

56.76

17.29

15.89

81.36

88.77

69.70

22.92

27

Uniwersytet Medyczny w Lublinie

56.37

10.10

26.18

77.13

77.36

77.90

52.63

28

Katolicki Uniwersytet Lubelski Jana Pawła II

54.42

36.78

15.29

76.76

64.10

57.96

20.32

29

Uniwersytet Warmińsko-Mazurski w Olsztynie

54.24

38.91

61.62

70.55

50.93

55.21

29.60

30

Uniwersytet Marii Curie-Skłodowskiej w Lublinie

53.76

40.86

56.36

70.90

57.61

57.95

9.31

31

Pomorski Uniwersytet Medyczny w Szczecinie

51.30

6.80

30.36

70.66

89.33

49.89

32.43

32

Uniwersytet Przyrodniczy we Wrocławiu

50.34

26.11

77.82

79.18

55.50

49.73

13.04

33

Uniwersytet Przyrodniczy w Poznaniu

50.23

36.35

29.13

73.34

58.89

46.56

10.16

34

Uniwersytet Kardynała Stefana Wyszyńskiego w Warszawie

49.27

28.86

20.45

76.63

70.12

37.53

7.43

35

Wojskowa Akademia Techniczna im. Jarosława Dąbrowskiego w Warszawie

48.86

28.27

37.46

76.41

65.04

44.87

3.37

36

Uniwersytet Rolniczy im. Hugona Kołłątaja w Krakowie

48.46

29.40

33.16

74.91

62.44

41.85

8.45

37

Uniwersytet Ekonomiczny we Wrocławiu

47.91

32.43

38.35

79.31

39.82

42.60

30.41

38

Uniwersytet Papieski Jana Pawła II w Krakowie

46.59

7.50

2.36

83.91

83.48

49.42

4.99

39

Politechnika Krakowska im. Tadeusza Kościuszki

44.40

32.66

46.38

63.96

38.69

45.22

21.73

40

Uniwersytet Ekonomiczny w Krakowie

43.09

29.42

11.33

74.96

36.42

37.21

31.00

41

Zachodniopomorski Uniwersytet Technologiczny w Szczecinie

42.95

12.17

73.76

67.81

56.22

56.04

5.53

42

Uniwersytet Ekonomiczny w Katowicach

42.92

26.60

29.80

78.46

29.64

51.33

26.72

43

Polsko-Japońska Wyższa Szkoła Technik Komputerowych w Warszawie

42.26

20.25

16.34

88.49

45.62

30.68

17.32

44

Politechnika Częstochowska

42.05

20.58

39.33

64.27

56.22

38.48

10.48

45

Uniwersytet Pedagogiczny im. Komisji Edukacji Narodowej w Krakowie

40.56

17.16

24.24

59.57

59.69

39.44

13.02

46

Politechnika Opolska

39.44

18.33

51.77

68.71

39.10

40.75

17.21

47

Uniwersytet Opolski

39.25

23.70

23.46

71.12

40.70

39.06

9.69

48

Uniwersytet w Białymstoku

39.22

15.49

52.37

59.54

50.22

37.79

15.50

49

Uniwersytet Szczeciński

38.75

19.95

39.81

62.23

37.83

48.37

17.67

50

Politechnika Rzeszowska im. Ignacego Łukasiewicza

38.58

22.58

69.36

60.26

43.00

29.48

6.44

and Outsourcing Directory

Rank

Total score

Name

CEE Shared Services

14

Source: Rzeczpospolita

www.ceeOutsourcingAwards.com

2015

Poland

Poland

and Outsourcing Directory

Warsaw 7N Sp. z o.o.

Al. Niepodleglosci 69 02-626 Warsaw Tel.: +48 22 322 8700 Business type: ITO Notes: 7N A/S was founded more than 20 years ago by two consultants dedicated to helping companies capitalize on the ever-developing benefits of IT tools and technology. Today 7N is the market leader in Denmark with a presence in 7 other countries – providing high-quality consulting services in both the private and public sectors with competencies in IT development, IT business alignment, and IT infrastructure and operations.

Management/Contact: Preben Damgaard Nielsen, President Tel.: 22 322 87 00 Info.PL@7N.com Søren Steen Rasmussen, board member

CEE Shared Services

16

ABN Amro Services Centre Warsaw Services: F&A, IT Services, HR, F&A, operations Full time employees: 650+ Notes: ABN Amro Bank opened a banking services centre in Warsaw that created more than 700 jobs. The Shared Service Centre focuses on IT services but also delivers consultancy and human resources services. The investment has been created within the framework of a long-term program supported by the Polish state (who provided PLN 2.2 million of public support).

Accenture Warsaw Services:, Finance & Accounting BPO, Marketing BPO, Industry Specific BPO, Application Outsourcing, Infrastructure Outsourcing Management/Contact: Wojciech Popławski, Head of BPO Operations, Poland Tel.: 22 349 70 00 wojciech.poplawski@accenture.com

Manager’s Profile Izabella Maczkowska-Ciborowska Central Eastern Europe Finance Director.

Shared Service Center Director, Company: Wavin Polska S.A.; Parent Company: Wavin B.V. in Zwolle (the Netherlands), part of Mexichem Group What services is Wavin providing from Poznan?

Wavin Shared Service Centre located in Poznan started to operate in September 2013. The Wavin SSC provides services to Wavin Group companies located throughout Europe in terms of accounting processes and also few other processes. We are in a period of development, transfer of new countries as well as new processes of the Wavin Group.

Explain why your company set up operations in Poznan?

The Shared Service Centre is one of various initiatives that the Wavin Group undertakes to continuously increase its competitive advantage. Poland was chosen due to its good combination of lower costs and reliable quality.

How has Wavin’s business changed recently?

Wavin SSC started from offering its services to two operating companies, yet after just one year we were working already for 16 companies from the Wavin Group! At the same time the scope of services has been also expanded to few other areas.

Employee Issues at Wavin?

Shared services creates an immense opportunity for young, well educated people to develop their skills and have an opportunity to learn how multicultural organizations are working.

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Accenture Services 17 Chocimska St 00-791 Warsaw Business type: BPO Sectors covered: Business Services Global HQ location: Ireland Countries served: EMEA Management/Contact: Wojciech Popławski Edyta Gałaszewska Aegon Warsaw Business type: Call Centre Year started: 2008 Services:, CC. Direct and Affinity Marketing Services AstraZeneca Pharma Poland Warsaw Business type: R&D Services:, R&D Full time employees: 40 Atos IT Services Sp. z o. o.

Postepu 18 02-676 Warsaw Business type: BPO Sectors covered: Other Global HQ location: Warsaw Year started: 2000

But shares services creates also huge opportunities to mature talents, with immense possibilities of their personal development as well as growth in the organization. We are systematically increasing our team by offering employment to professionals who are both at the start of their professional career and to specialists with strong experience. Within the last year the number of employees has increased from 20 to around 50. As a relatively small centre we, as a team, can be much closer together but also offer our team members numerous possibilities to gain wider experiences.

Shared Service Center Executive responsible for Shared Services covering 16 operating companies across Europe for Wavin, as the first such center within the Mexichem group. Board Member and Member of Supervisory Boards of several companies in Central and Eastern Europe and Regional Finance Director. Multinational experience in FCCG as well as B2B, in Finance, Business Development, IT Project, General Management and also Sales. Successful management of many business development, process alignment, re-design, integration as well as restructuring projects.

2015

Poland

Axel Springer Warsaw Business type: Call Center Services:, CC, telemarketing Full time employees: 300 Management/Contact: Edyta Sadowska – President of the Board – Ringier Axel Springer Tel.: 22 232 00 00/01 BanCom Warsaw Business type: Call Center Services:, CC, telemarketing Full time employees: 180

Management/Contact: Małgorzata Kęsicka-Rzepecka President of the Board SSC BNP Paribas Securities Services S.K.A Branch in Poland Plac Europejski 6 – Building B Warsaw Spire 00-844 Warsaw Business type: SSC Sectors covered: Banking and Insurance Global HQ location: Paris France Year started: 2010 Services:, Fund Services Countries served: Global Full time employees: 390 in Poland and over 9,000 worldwide Expansion plans: + 200 Staff Management/Contact: Ryszard Piskorz Tel.: 48665660259 richard.piskorz@bnpparibas.com Bonair SA Warsaw Services:, IT BOŚ Bank Warsaw Business type: Call Center Services:, CC, telemarketing Full time employees: 30

17 CEE Shared Services

AVON Global Shared Services Fabryczna 5; Building B 00-446 Warsaw Tel.: + 48 22 335.06.64 Business type: GBS Sectors covered: Other Global HQ location: New York, US Year started: 2005

Services: F&A, IT Services, Data Analytics, Customer Support, All aspects related to business transformation & optimization e.g. Change Management, Project Management, Business Engineering Countries served: Global Full time employees: 130 Expansion plans: Business model change finalization.

From regional (NA & EMEA) operational based hub to knowledge process outsourcing global centre. Expected # of FTEs increase: 20 Management/Contact: Mariusz Szalaj Tel.: 789205000 mariusz.szalaj@avon.com

and Outsourcing Directory

Services:, IT Services, Customer Support, Call Center, Consulting & Systems Integration, Managed Services, Big Data & Security Countries served: Global Expansion plans: Atos will continue to strengthen the existing business within TMU, E&U, PHT and FS sectors at the same time looking for new opportunities like within big data and security services. According to this a new service line Big Data and Security has been created. Atos continuous to enlarge its activities through further dynamic employment growth enlarging scope of business and developing its professional approach. Along with this year after year within our Global Delivery Centers in Bydgoszcz and Wrocław new competences and excellence centers are being created to answer most essential areas of IT like cloud or big data.

Management/Contact: Dariusz Baran Tel.: 48539998100 katarzyna.walaszczyk@atos.net

2015

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Poland

Szczecin Szczecin

Bydgoszcz Bydgoszcz

ToruńToruń

PEKAO Banku Pocztowego PEKAO Alcatel - Lucent Alcatel Polska - Lucent PolskaBanku Pocztowego PKP Cargo PKP Cargo Contact Center Contact Center Asseco PolandAsseco Poland PIZETO Bydgoszcz PIZETO Bydgoszcz Eniro Polska Eniro Polska ATOS IT Services ATOS IT Services PZU COK PZU COK Genesys Telecommunications Genesys Telecommunications Bank BPH Bank BPH SDL Poland SDL Poland Laboratories Laboratories Bank Pocztowy Bank Pocztowy Slican Slican Grant ThortonGrant FPA Thorton Outsourcing FPA Outsourcing Bazy i Systemy BazyBankowe i Systemy Bankowe Soft Blue Soft Blue iQor Global Poland Services Poland Bibby Financial Bibby Services Financial ServicesiQor Global Services Sunrise System Livingston International Livingston InternationalSunrise System Business Consulting BusinessCenter Consulting Center TELDAT TELDAT Logon Logon Bydgoska Grupa Bydgoska Grupa Teleplan Polska Teleplan Polska Telemarketingowa Telemarketingowa MakroMedia MakroMedia TKomp TKomp Media SystemMedia System CallCenter Group CallCenter Group Vivid Games Vivid Games Mobica Limited COR Poczty Polskiej COR Poczty Polskiej Mobica Limited (Itella)Capita (Itella) Centrum Klienta Centrum GrupyKlienta PZU GrupyOpus PZU Capita Opus Orange Orange Centrum Obsługi Centrum Biznesu Obsługi Biznesu

Allegro IT Center Allegro IT Center Cemtel Cemtel CTDP CTDP Cyfrowy PolsatCyfrowy Polsat OpusCapita OpusCapita

and Outsourcing Directory

BL Stream BL Stream brightONE brightONE Coloplast Shared Coloplast Services Shared Services CSP CustomerCSPServices Customer Polska Services Polska Dansk Supermarked Dansk Supermarked DGS Polska DGS Polska Genpact PL Genpact PL Metro ServicesMetro PL Services PL Mobica Mobica Stream GlobalStream Services Global (Convergys) Services (Convergys) Tieto Poland Tieto Poland Unicredit Business Unicredit Partner Business Partner Unizeto Unizeto

CEE Shared Services

18

Poznań Poznań

Piła Piła Phillips Phillips

Roche Roche GlaxoSmithKline GlaxoSmithKline arvato Polskaarvato Polska IT Service Centre IT Service Centre Grace Grace ADM ADM Rule FinancialRule Financial Grant Thornton Grant Thornton Allegro (QXL)Allegro (QXL) Samsung Electronics HedgePole (Polska) Samsung Electronics BRIDGESTONEBRIDGESTONE EBS EBS HedgePole (Polska) Savvis PolandSavvis Poland Holicon Holicon Carl Zeiss Carl Zeiss Sii Sii Carlsberg Accounting CarlsbergService Accounting Holiday Service CheckHoliday Check ServicesTruck Services IKEA Shared IKEA Services Shared Services Starter TruckStarter Center Center Sunrise System Sunrise System CenturyLink CenturyLink Poland Poland Itelligence Itelligence Talex Talex Jeronimo Martins Jeronimo PolskaMartins Polska Ciber Ciber Telcordia Technologies Telcordia Technologies Kennametal Kennametal Cleenq Cleenq Veolia Veolia Center Services Center Services Dalkia Services Dalkia Services W.R.Grace W.R.Grace Kleffmann Kleffmann DFDS Polska DFDS Polska MAN Accounting MANCenter Accounting CenterWavin PolskaWavin Polska DomData DomData Wikia Wikia Mars Mars Duni Accounting DuniCenter Accounting Center ZETO ZETO ENEA SharedENEA Services Shared ServicesMcKinsey McKinsey Newell Rubbermaid Newell Rubbermaid EXIDE Technologies EXIDE Technologies SSC SSC Service Business CenterService Center External Services External Services O-I Business O-I OEX BusinessOEX Services Business Services Finnchat Finnchat Propex Group Services Group Franklin Templeton Franklin Templeton Propex Services

Atena

Gdynia Gdynia Sopot Sopot Gdańsk Gdańsk

Tczew Tczew

Atena

Elbląg Elbląg Olsztyn Olsztyn

Toruń Toruń Piła Piła

Bydgoszcz Bydgoszcz

Poznań Poznań

Tarnowo Tarnowo Podgórne Podgórne

Łódź Łódź Sii Łódź Sii Fujitsu GlobalFujitsu Delivery Global Centre Delivery Łódź Centre ABB ABB SouthWesternSouthWestern BPS Poland BPS Poland GE Power Controls GE Power Controls Accenture Accenture Symphony teleca Symphony teleca GFT Poland GFT Poland AgreeYa Mobility AgreeYa Mobility T-Mobile T-Mobile Infosys BPO Infosys Poland BPO Poland AMG.lab AMG.lab Takeda Service Takeda CentreService EuropeCentre Europe Intergraph Intergraph AMG.net AMG.net Target BPO Target BPO INTERsoft INTERsoft Atos Origin Support Atos Origin Services Support Services Tate&Lyle SSCTate&Lyle SSC Mbank Mbank Bank Pekao Bank Pekao McCormick& McCormick& Company Company Tax Care Tax Care BMS BMS Technitel Technitel Mobica BRE CentrumBRE operacji Centrum operacji Mobica Teleca Nordea Operation NordeaCenter Operation Center Teleca BSH BSH TELMON TELMON Orange Orange BSS - BusinessBSSSupport - Business Solution Support Solution TomTom TomTom PGE Obrot PGE Obrot Cardif ServicesCardif Services Transition Technologies Transition Technologies Philips Philips CERI International CERI International Unicredito Unicredito Pixel Technology Pixel Technology Comarch Comarch UPS Global Business UPS Global Services Business (GBS)Services (GBS) PKO BP PKO BP Cybercom Poland Cybercom Poland Virtual Viewing Virtual Viewing Polkomtel Polkomtel Dalkia Services Dalkia Services Warta Insurance WartaGroup Insurance Group Prudential Prudential DHL Express DHL Express Xerox ServicesXerox (ACSServices Solutions) (ACS Solutions) PZU PZU Dimar Dimar ZETO ZETO Rule FinancialRule Financial Ericpol Ericpol Sanitec SSC Sanitec SSC Faurecia Faurecia

Wrocław Wrocław

ADVA OpticalADVA Networking Optical Networking Geoban Geoban PPG Coating PPG Poland Coating LTD Poland LTD Sony PicturesSony Entertainment Pictures Entertainment Star Reefers Star Poland Reefers LTD Poland LTD Thomson Reuters Thomson Reuters Unifeeder Unifeeder WNS Global WNS Services Global Services

SopotSopot

Szczecin Szczecin

Tarnowo Tarnowo Podgórne Podgórne Lorenz Snack-World Lorenz Snack-World Services Services

Gdynia Gdynia

OpoleOpole

WARSAW WARSAW Zgierz Zgierz Łódź Łódź

Wrocław Wrocław

Radom Radom Częstochowa Częstochowa Opole Opole w zóKielce w Kielce ó z r or Dąbrowa Cho ChDąbrowa Górnicza Górnicza Gliw Gliw ice ice Sosnowiec Sosnowiec

Katowice Katowice

Cracow Cracow

Call Center Inter Call Center Galactica Inter Galactica Chorzów Chorzów Minetronics Minetronics AAxiom Law AAxiom Law Capgemini, Infrastructure Services. Services.

Mondelēz international Mondelēz international Capgemini, Infrastructure Balluff Balluff ArchiDoc ArchiDoc Mphasis Mphasis Becton Dickinson Becton Dickinson Gliwice Gliwice Parker Hannifin Parker Corporation Hannifin Corporation Birlasoft Birlasoft PNC (PFPC) PNC (PFPC) BL Stream BL Stream Future Processing Future Processing PPG PPG BNY Mellon BNY Mellon General Motors General MotorsRuda Śląska Ruda Śląska Capgemini, Software Capgemini, Solutions Software Center SolutionsQatar CenterAirwaysQatar Airways Ista Shared Services Ista Shared Services QIAGEN Business QIAGEN Services Business Services Casus FinanceCasus Finance Pregis Pregis Arteria Arteria REC Global REC Global Catlin SharedCatlin Services Shared (Europe) Services (Europe) Tauron Tauron Redknee Redknee Central Europe Central BPO Europe BPO Remy International Remy International Cogniance Cogniance Katowice Katowice Rinf Rinf CREDIT SUISSECREDIT SUISSE Bielsko-Biała Bielsko-Biała Ruukki Finance Ruukki Services Finance Services 4EverNET 4EverNET Crisil Irevna Crisil Irevna PwC PwC Grupa ŻywiecGrupa Żywiec Saint GobainSaint Gobain CSS Corp CSS Corp 4CALL.PL – 4CALL.PL Grupa DataContact – Grupa DataContact Rockwell Automation Rockwell Automation HireRight Poland HireRight Poland Aldec ADT Aldec ADT Santander Consumer SantanderBank Consumer Bank Arinso PeopleArinso Diehl ControlsDiehl Controls CF-K Grupy Żywiec CF-K Grupy Żywiec Sii Sii IBM Services People Services IBM Siemens AG Siemens AG Dolby Dolby Cooper Standard Cooper Standard Sine Qua NonSineCentrum Qua Non Centrum IBM IBM Asseco PolandAsseco Poland Sii Sii E&Y Global Services E&Y Global Services EnerSys EnerSys Telemarketingu Telemarketingu ING Services ING Poland Services Poland Asseco Systems Asseco Systems SMT SMT Espotel Poland Espotel Poland Fiat Services Fiat Polska Services Polska SMS Metallurgy SMS Metallurgy IT4Q IT4Q Barona ICT Barona ICT SoftServe SoftServe Fagor Mastercook Fagor Mastercook Netia Netia Steria Steria Bombardier Transportation Bombardier Transportation Jcommerce Jcommerce Synexus Synexus Fresenius Medical Fresenius Care Medical Care Częstochowa Częstochowa Tauron Simio Polska Simio Polska Katowicki Holding Węglowy Katowicki Holding WęglowyTauron COIG S.A COIG S.A Geoban Oddział Geoban w Polsce Oddział w Polsce Tequila MobileTequila Mobile Universal Agent TELE-FONIKA TELE-FONIKA Kable Universal Kable Agent Kroll OntrackKroll Ontrack Comarch Comarch TRW Automotive TRW Automotive Tieto Poland Tieto Poland getsix Groupgetsix Group Teleperformance Teleperformance Maksimum Maksimum Contact Center Contact Center Unic (Development Unic (Development Center Unic) Center Delloitte Unic) BPODelloitte BPO Google - IT Google - IT Tychy Tychy Tenneco Tenneco Mentor Graphics Mentor Graphics UTC AerospaceUTCSystems Aerospace Systems DisplayLink DisplayLink Hicron Hicron Timken Timken NGA HR NGA HR Orange Orange Dąbrowa Dąbrowa Górnicza Górnicza Viessmann Viessmann HP (Global e-Business HP (GlobalOperations) e-Business Operations) Unilever Unilever Oracle Oracle Eniro Polska Eniro Polska Business Group Services Business Services IBM Global Services IBM Global Delivery Services Centre Delivery Volvo CentreGroup Volvo UPC UPC Orange Orange Ericsson GSDCEricsson GSDC Alba Polska Alba Polska Wabco Wabco Impel Impel Warta Warta Poczta PolskaPoczta Polska Ernst&Young Ernst&Young Sosnowiec Sosnowiec ArcelorMittal ArcelorMittal Shared ServiceShared CenterService Center Whirlpool Whirlpool JP Weber JP Weber WebanywhereWebanywhere Possible Polska Possible Polska Eton Park Eton Park DHL Logistic DHL Logistic Contact Center Wipro Wipro Merck Merck Wincor Nixdorf Wincor NixdorfContact Center Proximetry Proximetry Generali Generali Wipro Wipro

Bielsko-Biała Bielsko-Biała

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2015

Gdańsk

Eaton Automotive

Elbląg Alstom FLSmidth MAAG Gear InfoPower

Olsztyn Centrum Rozliczeniowe Banku CITI Handlowego Orange Transcom Worldwide

Lufthansa Systems Marine Technology Centre Co. Meritum Bank Metsa Group SSC (MG Financial Shared Service Centre) MOL Nearshoring Solutions Nordea Bank Poland OIE Support OKE Poland PBP ENAMOR

Ltd Flugger General Electric Goyello Gratka Technologie Hempel HK Finance&Accounting IBM Implix Intel Technology Poland Intitec Jeppesen by Boeing Kemira

Powel PWC Polska - Advisory Center of Excellence PZU Qtravel Schibsted Tech Sigarden Sii SMT Software Staples Stefanini Synopsys Thyssen Krupp Group

Services Gdańsk TIM Call Center Transcom UST-Global UTC Fire& Security Willis Wipro BPO Young Digital Planet Zensar Technologies

Warsaw 7N ABN Amro Services Centre Accenture Accenture Services Aegon AstraZeneca Pharma Poland Atos IT Services AVON Global Shared Services Axel Springer BanCom BNP Paribas Bonair BOŚ Bank Britenet Call Center Poland Capgemini Polska Capgemini Polska

CBRE Corporate Outsourcing Citi Service Center Poland Colgate Palmolive Services Commercial Union Call Center Computer Associates CONNECTIS Cursor Cyclad Danone IT Competency Center EMEA Deutsche Services Polska Devonshire Diehl Controls EDF Polska Extor General Electric Goldman Sachs Technology

Grant Thornton FPA Outsourcing InterGest Poland Jones Lang LaSalle Linklaters Poland Lionbridge Poland Marsh & McLennan Mazars Polska Mellon Poland Mettler Toledo MoneyGram OEX Oriflame OSG Records Management P&G's Global Business Services P4 PlayMobile PANDORA Jewelry Shared Services Pharmaceutical Research Associates

Process Solutions Provident Poland PTC PZU Centrum Operacji Randstad Payroll Solutions RBS Global Hub Europe S&T Services Poland Samsung Electronics Poland Schneider Electric Sii Sitel Stanley Black & Decker Technicolor Teleperformance Polska TMF Polska TNT Express Transparent International

UCMS Group Poland Verita HR Voice Contact Center Webtel Wipro IT Services Poland Piaseczno Asseco Business Solutions

Białystok Centrum Informatyki "ZETO" Qburst Poland Transition Technologies

Białystok Piaseczno

Radom

Tieto Poland

Piaseczno

19

Centrum Przetwarzania Danych Ministerstwa Finansów Energetyczne Centrum Europe Calling SMG/KRC – Call Centre

Zgierz Clariant

Lublin Asseco Business Solutions BZ WBK PKO BP Comarch Convergys Genpact Poland Open Finance CC

Lublin Sandomierz

Rzeszów

Orange Customer Service Orange Polska Sii Sollers Consulting Syntea Business Solutions

Kielce

Sandomierz Rzeszów Asseco Poland Region Rzeszów Carlson Wagonlit Travel Centrum Usług Finansowych ACP Pharma ContactPoint

Pilkington Automotive Cross Jeans Hamilton Sundstrand ICN Polfa Rzeszów Mobica Ltd. PKO BP Call Center Pratt&Whitney - Poland Service Center

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

Altar BC&O Polska Biurex Call Center Inter Galactica CenterIT Centrum Systemów Komputerowych ZETO Impel Business Solutions INFOVER Medicover

Cracow 7ABB Centrum Badawczo-Rozwojowe i Centrum Faktury Advisory Group TEST Human Resources Akamai Technologies Alexander Mann Solutions Poland Amer Sports Aon Hewitt Apriso AZSoft Brown Brothers Harriman Capgemini, Business Process Outsourcing Capita Polska Capnor Poland CBB Call Center CGI Information Systems and Management Consultants Chatham Financial Cisco Systems Poland

2015

Clifford Thames Comarch Communication Factory Deloitte BPO Delphi SSC Ecolab European Shared Services Center Electrolux Centrum Księgowo-Finansowe EPAM Systems ESET Euroclear Bank Euroscript Poland Farnell element14 European Commercial Centre Flying Fish FMC Technologies Fortis Bank GE Healthcare IT CoE Genpact Europe

and Outsourcing Directory

Tczew

AAcxiom Information Technology Arla Foods - Global Financial Service Centre Asseco Bayer Shared Service Centre Gdańsk Cognizant Competence Call Center ENERGA Centrum Usług Wspólnych EPAM Systems First Data Global Services

CEE Shared Services

e

Poland

Genpact PL Getinge Shared Services Google Operations Centre Hays International Resourcing Centre HEINEKEN Global Shared Services Herbalife - Finance and Operations Service Centre Hewitt Associates Hitachi Data Systems HSBC Service Delivery Polska IBM Poland International Paper Poland Johnson & Johnson Lastminute.com Shared Services Lufthansa Global Business Services Lumesse Lundbeck Mota-Engil Central Europe Business Support Center Motorola GSC

Ocado Perkin Elmer Shared Services Pliva Cracow PMI Service Center Europe PNO Consultants Pontoon Solutions Shared Services Center PwC Poland - Shared Services and Outsourcing Advisory Rolls Royce Marine RR Donnelley Europe RWE Group Business Services SABMILLER Global Business Services Poland Sabre Holdings Europejskie Centrum Oprogramowania Sappi Shared Services Selvita Serco Sii

Software Mind State Street Bank Poland Stefanini TechTeam Global Teleinvention Tesco Poland UBS Poland Service Centre UPM Kymmene Vesuvius (Cookson) Wyse Technology Kraków-Zabierzów Affiliated Computer Services of Poland (Xerox Services) Amway European Business Centre HCL Poland Luxoft Poland Shell Polska

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Poland Manager’s Profile

and Outsourcing Directory

Richard Piskorz Head of Operations, Assets & Fund Services BNP Paribas Securities Services Branch in Poland; Company: BNP Paribas Securities Services SKA Branch in Poland

CEE Shared Services

20

Tell us what BNP-IOC is doing in Poland.

BNP Paribas Securities Services International Operations Centre (IOC) in Poland specialises in delivering funds services on behalf of other branches in Europe. These fund services include, for example, fund accounting, transfer agency, depository bank services, fund dealing as well as services specialising in private equity and real estate funds. BNP Paribas Securities Services (IOC) is part of the wider BNP Paribas Group covering retail, corporate and institutional banking.

Why are you in Warsaw?

The city of Warsaw in Poland was considered to be a perfect choice for BNP Paribas Securities Services (IOC) for several reasons: • It is the largest country by far in CEE so in the long term the potential for the savings and pension industry is extensive.

• BNP Paribas had a very significant presence in Poland and so was able to leverage the support of our Corporate & Investment Banking colleagues to enable rapid establishment of further business.

• There is a well-educated work force endowed with good language skills.

• Although securities services is a young sector in Poland, the available human resources are sufficiently deep to support our expansion plans.

How will your business change in next few years?

BNP Paribas Securities Services (IOC) was established in 2010. As the track record of high quality service delivery grew Britenet Warsaw Business type: ITO Sectors covered: High Tech Global HQ location: Warsaw Year started: 2008 Services:, IT Services Countries served: Poland only Full time employees: 310 Management/Contact: Michał Borny Tel.: 665120797 michal.borny@britenet.com.pl

and trust was built between BNP Paribas Securities Services (IOC) and other European branches, the rate of transfer of activities to BP2S IOC increased as did the complexity of the processes. Due to the high quality of staff with their drive, ambition and innovation skills, the branch is well prepared to take global leadership for various initiatives and projects. The expansion plans until 2018 are rapid and cover both operational and engineering activities.

Do you provide any external services to unrelated companies?

Apart from the IOC, BNP Paribas Securities Services branch in Poland specialises in the administration and protection of financial securities in the Polish market. Being a dedicated Securities Services bank provides partners and customers with a range of key benefits, thus positioning ourselves as a strong banking partner. In CEE we are also present in Hungary. Our business focus is to provide the best sub-custodian services in the market place; our clients comprise banks, international broker-dealers and global custodians alike. From our domestic market we have several clients from segments such as insurance companies, corporates and private equity companies.

Employee Issues ?

In 2010 BNP Paribas Securities Services (IOC) started with its first 4 employees, and will have grown exponentially to close to 500 by the end of 2015. This growth is expected to continue over the next 3-5 years with an expected headcount target of 1,000 employees. I have been very impressed by Tomasz Dziki Tel.: 609742895 tomasz.dziki@britenet.com.pl Call Center Poland Warsaw Capgemini Polska Al. Jerozolimskie 96 00-807 Warsaw Business type: BPO Sectors covered: Business Services Global HQ location: Paris

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the ambition and work ethic of our staff.

Moreover, most of our people have developed as quickly as the organisation so we have been able to fill more than 80% of new team leader and managerial roles through internal promotions. The ability and desire of our people to improve and innovate has also exceeded expectations. These positive attributes are noted by visiting senior managers, which has further encouraged the expansion of our Warsaw operations. As with many shared service centres, we employ some young graduates which bring in turn the challenge of satisfying the dynamic expectations of generation Y. Biggest surprises to operating in Poland?

Managing Polish staff is very easy and satisfying. Once they understand our goals they are very pro-active, quality-driven and keen to improve processes. The staff integrate well into the wider multicultural organisation and so this helps the BNP Paribas Securities Services (IOC) to play a full and successful role in the global network.

I have never had it so good!

Specific cost savings that BNPSS (IOC) has achieved ?

BNP Paribas Securities Services (IOC) is a people business and so our cost base is approx. 60% related to staff expenditure.

Our cost savings relate substantially to the salary differential between different countries. An additional benefit has been the impact on productivity from an ambitious work force.

Richard Piskorz, born in the UK , is a Chartered Accountant and Chartered Banker with 30 years’ experience in the securities services and fund management sector, covering the roles of CFO and Head of Operations for international financial services companies. For the last 5 years he has been heading the BNP Paribas Securities Services (IOC) in Warsaw.

He was honoured by being voted the Business Centre Manager of the Year 2015 at the CEE Shared Services Awards.

Year started: 1996 Services: F&A, IT Services, HR, Data Analytics, Logistics/Supply Chain, Customer Support, CSD, Application Services Countries served: Global Full time employees: 6000 Expansion plans: 700 people Management/Contact: Marek Grodziński marek.grodzinski@capgemini.com Daniel Habrat daniel.habrat@capgemini.com

2015

Poland

SSC Citi Service Center Poland Chałubińskiego 8 00-613 Warsaw Tel.: +48 22 690 44 00 Business type: SSC Year started: 2005 Services: F&A, Data Analytics, Anti Money Laundering; Investor Services and Custody Operations; Technology; Citi Private Bank; Other (Global ID Administration, Product Control, Finance, Loans, Credit Risk Management). Banking operations, transaction processing, fund services Countries served: 60 countries in Europe, Asia, Africa, both Americas and Australia.

Full time employees: 3000+ Languages spoken: 27 languages Notes: Citi Service Center is an initiative to establish a network of service centers providing services to other entities operating within the Group of Citi around the world. Citi Service Center Poland employs over 3300 highly qualified staff in three locations: Warsaw, Olsztyn and Lodz.

Management/Contact: Terri Gerosa, CSC Director Joanna Lewińska, Director of Citibank Europe ltd, Branch in Poland

SSC Colgate Palmolive Services ul.Tasmowa 7 02-677 Warsaw Tel.: 22 441 2182 Business type: SSC Sectors covered: consumer products Services: F&A Management/Contact: Michal Sulinski Michal_Sulinski@colpal.com Commercial Union Call Center Warsaw Business type: Call Center Services:, CC, telemarketing Full time employees: 250+ Computer Associates Sp. z o.o.

Warsaw Business type: BPO Services:, IT CONNECTIS Al. Jerozolimskie 96 00-807 Warsaw Business type: ITO Sectors covered: Business Services Global HQ location: Warsaw Services:, IT Services, CONNECTIS_Cloud Countries served: Global Full time employees: 200 Management/Contact: Janusz Krzemiński Tel.: 533333634 janusz.krzemiński@connectis.pl

21 CEE Shared Services

CBRE Corporate Outsourcing Domaniewska 34A 02-672 Warsaw Business type: GBS Sectors covered: Other Global HQ location: Los Angeles, US Year started: 2008 Services: F&A, IT Services, HR, Data Analytics, Customer Support, Lease Portfolio Management, Project Management, Audit

Countries served: Global Full time employees: 370 Expansion plans: 20-50% Management/Contact: Maciej Piwowarczyk Tel.: 48696488891 maciej.piwowarczyk@cbre.com

and Outsourcing Directory

Capgemini Polska Sp. z o.o.

Al. Jerozolimskie 96 00-807 Warsaw Business type: BPO Year started: 1996 Services:, Finance & Accounting; Financial Services; Human Resources; IT Service Desk (IT SD) and Intelligent Service Centre (ISC); IT Infrastructure Support and Transformation Services Full time employees: 5500 Expansion plans: Our aim is further growth based upon quality and innovation. We will expand both business process outsourcing as well as infrastructure services. Our ambition is to address specific clients needs in the Finance & Accounting space, where we focus on cash collection and credit control in order-to-cash, period close and control in record-to-analyze and advanced service desk.

Management/Contact: Marek Grodziński marek.grodzinski@capgemini.com Daniel Habrat daniel.habrat@capgemini.com

2015

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Poland Manager’s Profile

Employee Issues at RBS? We employ about 1700 people, and this is growing by 50% in last 2-3 years.

Future development plans will be considered. Good set of skills together with different foreign languages knowledge is available in Poland.

and Outsourcing Directory

Roland Pac Head of Global Finance Services Poland, The Royal Bank of Scotland, Poland; Parent Company: The Royal Bank of Scotland plc

CEE Shared Services

22

What services is RBS providing from Poland?

RBS Group’s global competence centre (RBS Global Hub Europe) in Warsaw provides services that support banking processes, link banking operations, finance, business processes, technologies, and information security.

Cursor SA Równoległa 4a 02-235 Warsaw Business type: BPO Sectors covered: Business Services Global HQ location: Warsaw Year started: 2001 Services:, Logistics/Supply Chain, Customer Support, Sales support, marketing services Countries served: EMEA Full time employees: 1500 Expansion plans: Development of logistics services and multi-channel supporting services Management/Contact: Artur Wojtaszek biuro@cursor.pl SSC Cyclad Chłodna 48/1 00-872 Warsaw Tel.: 22 887 22 08 Business type: SSC Sectors covered: High Tech Global HQ location: Chłodna 48/1, 00-872 Warsaw Services:, IT Services, HR, Outsourcing, recruitment Countries served: Global Full time employees: 273 Notes: Cyclad is an international consulting company operating in IT/ICT sector and providing reliable solutions in the field of IT services, recruitment and outsourcing of knowledge processes or IT projects. Core services include Knowledge Process Outsourcing, IT Outsourcing, Recruitment Process Outsourcing, Sourcing Process Outsourcing and Software House, that is, dedicated programming services as a support for each and all business sectors in which we operate.

Danone IT Competency Center EMEA ul. Redutowa 9/23 01-013 Warsaw Tel.: (22) 860 84 84 Business type: ITO Services:, IT Services SSC Deutsche Services Polska Warsaw Business type: SSC Sectors covered: finance Services: F&A

What changes in your business do you expect in the next 2-3 years?

More strategic focus on domestic and European Market.

Management/Contact: Anna Jankowska, Director Devonshire Sp. z o.o.

Warsaw Business type: Other Sectors covered: Business Services Global HQ location: London (UK) Services:, HR Countries served: Western Europe Full time employees: 40 Expansion plans: N/A Management/Contact: Daniel Łupiński Tel.: 692212242 dlupinski@devonshire.pl Justyna Szymczak-Goździerska Tel.: 797021596 jszymczak@devonshire.pl SSC Diehl Controls Warsaw Business type: SSC Services: F&A, F&A SSC EDF Polska ul. Zlota 59 00-120 Warsaw Business type: SSC Sectors covered: Oil and Energy Global HQ location: Warsaw Year started: 2010 Services: F&A, IT Services, HR, Engineering, R&D, Purchase Countries served: Poland only Full time employees: 750 Management/Contact: Thierry Doucerain Laurent Guillermin Extor Sp. z o.o.

Al. Jana Pawla II 15 Warsaw Tel.: +48 22 266 05 00 Business type: BPO Services:, Accounting and bookkeeping General Electric Warsaw Services:, R&D, design Full time employees: 300

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Experienced banker with CFO skills working on top executive positions in Commerzbank and ING Group. Running Global Finance Services already 3 years. Have got MBA degree from Calgary University of Canada and finished postgraduate studies in International Management at the American University Washington DC. ACCA diploma.

SSC Goldman Sachs Technology ul. Mysia 5 00-496 Warsaw Tel.: 22 449 2920 Business type: SSC Sectors covered: Finance Global HQ location: USA Services:, IT Services, Data Analytics, Captive operation focusing on IT for the GS Technology group.Developers focus on analysis, design, implementation and co-ordination of projects and system changes. Strategic system builds.

Countries served: global Full time employees: 50+ Management/Contact: Michael Kennedy, Director Grant Thornton FPA Outsourcing Sp. z o.o.

Warsaw Year started: 2001 Services:, HR, accounting, tax advisory, consulting Full time employees: 70 Management/Contact: Katarzyna Banach - Vice President of the Management Board Tel.: 605 688 968 katarzyna.banach@pl.gt.com Monika Smulewicz Tel.: 603 446 692 monika.smulewicz@pl.gt.com InterGest Poland Sp. z o.o.

Warsaw Tel.: +48 22 295 3008 Business type: BPO Services:, Accounting and bookkeeping Management/Contact: Janusz Tunkiewicz, Director SSC Jones Lang LaSalle Group Services Sp.zo.o.

Chlodna 52 00-872 Warsaw Business type: SSC Sectors covered: Business Services Global HQ location: US Year started: 2008 Services: F&A Countries served: EMEA Full time employees: 120 Expansion plans: Increase in range of countries serviced and scope of provided services

2015

THE BEST SUCCESS STORY Our own Shared Services Center

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OF INVOICE PROCESSIGN AUTOMAITED

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2014

of the Year 2014

Poland Manager’s Profile

Employee Issues?

One of the reasons why MoneyGram has setup the operations in Warsaw was the availability and quality of talent. Thus far, we haven’t seen negative signals from the Talent Acquisition team and we are able to deliver the right candidates to the hiring managers. I do believe that the skills and capabilities of our people exceed expectations and companies in the sector have to be able to show them a clear career path in order to retain top talent.

and Outsourcing Directory

Andrzej Wilk SVP Global Business Center, MoneyGram Payment Systems Poland sp. z o.o.; Parent Company: MoneyGram International, Dallas, Texas, USA

CEE Shared Services

24

Please provide a few words about what MoneyGram is doing in Poland?

The Warsaw Global Business Center (GBC) of MoneyGram is now hosting about 20% of MoneyGram’s overall workforce, with current headcount of around 550 employees. Virtually all functional areas are represented, including customer service, audit, compliance, finance, IT and communications. Our employees of 18 nationalities are providing services to agents and clients in 24 languages all around the world.

The Global Business Center is responsible for providing comprehensive state-of-the-art services. Examples of these include determining potential risks deriving from new contracts and drafting communication and messaging for the entire EMEAAP region.

Further expansion of the Warsaw office is planned for the upcoming years, with more processes being transferred to Poland. This is based on the great experience from the processes already moved.

Explain why your company set up operations in Warsaw.

MoneyGram has looked at several factors during the decision making process, including business climate, labor regulations, air access, time-zone and natural hazards. Europe is very important with respect to our business; hence placement of GBC on this continent was natural. From the very beginning, Poland

Management/Contact: Marta Rejman Tel.: 48668281627 marta.rejman@eu.jll.com SSC Linklaters Poland sp. z o.o.

39 Sienna Street 00-121 Warsaw Business type: SSC Sectors covered: Other Global HQ location: London Year started: 2014 Services: F&A, Risk Support, Marketing Operations, Legal Process Outsourcing Countries served: Global Full time employees: 80

appeared to be the right choice. The decisive factors were: talented, educated and multi-cultural workforce available here, as well as its business-friendly, vibrant economy. As the depth and breadth of the Warsaw labor market was outstanding, Warsaw was selected as the ideal location for the new office. This was especially important given the diversity of the needed talent and the number of new employees we were looking to hire.

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

While the business center in Poland is very new (opened in January 2015), we do foresee that the business in the region will grow.

This is not only due to potential cost savings via labor arbitrage, but mostly due to top talent availability and talent’s openness and positive attitude towards innovation.

3 specific bits of advice to other firms considering setting up in CEE: • Don’t be afraid to set your expectations high • Make sure to study the labor regulations • In selecting the location, consider various factors; do not focus on labor arbitrage

Expansion plans: Addition of approximately 20 FTE in F&A, Risk Support, IT and other administrative functions Management/Contact: Małgorzata Stachowicz Tel.: 48601709300 malgorzata.stachowicz@linklaters.com SSC Lionbridge Poland Sp. z o.o.

183 Jutrzenki Street 02-231 Warsaw Business type: SSC Sectors covered: Business Services Global HQ location: United States Year started: 2005 (as Lionbridge), but company established in 1992 Services:, localization; global marketing operations; testing

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Any surprises?

Positives: • Great availability of talent • Employees are more than willing to engage and to become a true part of the company Improvements needed: • Insufficient support from the city of Warsaw when it comes to administrative issues.

Specific cost savings that your firm has achieved.

The entire restructuring program is expected to result in annual pre-tax cost savings of approximately $15 million to $20 million on a run-rate basis exiting 2015.

Andrzej Wilk joined MoneyGram in December 2014. He is responsible for all activities related to operations of MoneyGram Payment Systems Poland granting shared services to global operations of MoneyGram. He brings to MoneyGram 18 years of experience in financial sector, most recently being responsible for Citigroup Retail bank in Central Europe (2012-2014). Previously he held senior positions in Bank Handlowy w Warszawie including Sales & Distributions Division Head for Consumer Bank (2008 – 2011) as well as CFO of Consumer Finance division CitiFinancial (2003 – 2006).

Countries served: Global Full time employees: above 600 Management/Contact: Jacek Stryczyński Michał Kość SSC Marsh & McLennan al. Jerozolimskie Warsaw Business type: SSC Sectors covered: professional services, risk management, and insurance brokerage group Global HQ location: USA Year started: 2015 Services: F&A, HR Countries served: EMEA Full time employees: 50 in 2015; up to 300 within 3 years Notes: back office, administrative and HR functions

2015

Poland

Mellon Poland Sp z o.o.

Al. Jerozolimskie 162 02-342 Warsaw Business type: BPO Sectors covered: Banking and Insurance

SSC Mettler Toledo ul. Poleczki 21 02-822 Warsaw Tel.: 22 440 68 23/ Business type: SSC Services: F&A Management/Contact: Malgorzata Awdziejczyk, Head Shared Business Center at Mettler-Toledo International, Inc MoneyGram Konstruktorska 13

Manager’s Profile

Explain why RWE is in Poland with SSC operations.

• Cost saving through labour arbitrage and bundling/standardization effects.

• Improved transparency and flexibility.

• Subsidies/ grants were not applied for and had no impact on the decision taken.

• The location in Kraków was chosen as a result of a selection process based

2015

OEX Równoległa 4a 02-235 Warsaw Business type: BPO Year started: 2011 Services:, Sales support; Back office & document management; E-business; Call & contact center; Non-core logistics Full time employees: 10000 Expansion plans: Grupa OEX systematycznie rozwija ofertę usług biznesowych, także przez akwizycje.

phase and beyond (legal, tax, local accounting, HR etc.).

Andreas Gehrmann Managing Director RWE GBS Polska Sp. z o.o., Company: RWE Group Business Services Sp. z o.o.; Parent Company: RWE AG, RWE Group Business Services GmbH, Essen, Germany A few words about RWE’s services in CEE please.

RWE GBS Polska provides currently the full range of transactional accounting and finance services for RWE Operations in Germany and UK, company-wide travel receipt audit as well as IT services mainly for operations in Poland. In 2015/2016 accounting and finance services for the Netherlands as well as additional RWE Operations in Germany and other CEE countries will be migrated to Kraków.

Current total headcount amounts to approximately 300 employees including about 70 Warsaw-based IT service employees and will increase to approximately 400 by 2016.

02-672 Warsaw Business type: GBS Sectors covered: Other Global HQ location: Dallas, TX, US Year started: 2014 Services: F&A, IT Services, HR, Data Analytics, Customer Support, Call Center, Money Transfer Support, Settlement Countries served: Global Full time employees: 600 Management/Contact: Andrzej Wilk Tel.: 885882413 awilk@moneygram.com

on factors like availability of workforce, level of salaries and cost as well as accessibility of the location (flight connection etc.). Into consideration were taken capitals and other locations in several CEE countries with existing RWE operations.

The decision to set up the SSC in Krakow was taken in April 2013, since then RWE built up from zero to currently approximately 230 FTE in accounting/ finance and HR service operations in Kraków. Further detailed expansion plans are being currently implemented.

Advice to other firms setting up new SSC operations: • Good and attractive location is key to attract staff.

• Detailed and diligent planning and full commitment of mother company’s Board of Directors is key for success.

• Diligent stakeholder management particularly with regard to labour unions and work councils is key.

• Existing operations in the target country definitely helps during ramp-up

Employment levels at RWE? • Employment of approximately 230 employees during the last 2 years, further approx. 100 employees by 2016.

• Excellent skills, in accounting as well as languages such as English and German.

• Currently we observe growing competition in the local labour market.

Biggest surprises with your Centre?

Positives: All plans were so far fully implemented, no delay and efficient services have been set up.

Improvements needed: Further process improvements are a permanent challenge in all areas of operations. Instruments to keep churn rate of people low to be further developed.

Specific cost savings for RWE: RWE’s business case considers a significant two digit million Euro savings from SSC operations in Kraków. Current operations show full alignment with the initial business case.

48 years old, degree in Economics and Business Administration, more than 20 years of managerial experience in different management positions in the Energy Industry in Germany and Poland such as Energy Policy, Internal Audit, Controlling, Business Development, Transition Management and IT projects. Since 2013 Managing Director of GBS Polska Sp. z o.o.

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and Outsourcing Directory

Mazars Polska ul. Piękna 18 00-549 Warsaw Business type: BPO Sectors covered: Business Services Global HQ location: Warsaw Services: F&A, HR Countries served: Global Full time employees: 101 Management/Contact: Michel Kiviatkowski Tel.: +48 22 25 55 200 m.kiviatkowski@mazars.pl Monika Nowecka Tel.: +48 22 25 55 200 m.nowecka@mazars.pl

Global HQ location: 74A Pireos Str., 185 47 Piraeus, Greece Services:, IT Services, HR, Customer Support, Call Center Countries served: CEE Full time employees: 200 Expansion plans: Development of HR outsourcing, acquiring new customers for the area of call center and technology solutions Management/Contact: Andrzej Kroc Tel.: +48 690 06 05 04 a.kroc@mellon.com.pl

25 CEE Shared Services

Management/Contact: Dominika Kozakiewicz, CEO, Marsh Polska

Poland Manager’s Profile

all growth of the SSC/BPO market helps to continuously expand the pool and availability of candidates. There is still significant potential in other areas outside of finance to be developed within SSCs.

and Outsourcing Directory

Michał Gryglewski Sony Pictures Global Business Poland Sp. z o.o.; Parent Company: Sony Pictures Entertainment Inc, Culver City, Los Angeles, USA.

CEE Shared Services

26

Tell us about Sony’s scope of operations in Poland.

Sony Pictures Global Business Services center is a captive SSC, located in Tri-City area/ Gdynia, servicing Sony Pictures entities across EMEA region. We cover all finance areas, including GL, AP, AR, Inventory Management, Royalties and VAT. We also provide Global SAP Support, Payroll and Treasury back-office functions from the center in Gdynia. Over the last 5 years, since late 2009, we have doubled the initial size, and currently have over 175 employees.

Explain why your company set up operations in Gdynia on the Baltic coast.

We have chosen Tri-City as a location for our EMEA center mainly for the availability of skilled finance professionals with foreign languages and proximity to our European operations. Our strategy was to enter the local SSC market and tap into the pool of candidates and Tri-City provided an excellent opportunity back in 2009 when Sony was one of the first entrants here. Since then, many other SSC/ BPO organizations have followed and it’s a vibrant and dynamic place to be and live.

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

We have doubled in size since late 2009, adding more complex functions such as Group Treasury back-office and SAP Global Support. In the coming years we are planning to look at the existing model and achieve even greater operational efficiency. We’d also like to grow our business and expand to new entities.

Do you provide external services to unrelated companies?

We do provide services - Global Treasury back office operations - to a sister company, Sony Global Treasury Services, which we migrated into the center in 2013 from a 3rd party external provider.

It has proved a great success story. We’d like to expand in this area in the coming years.

3 specific bits of advice to other firms considering setting up in CEE: • Carefully consider/design the “to-be” model of your future Finance organization.

• Do not try to save on project time and experienced resources.

• Communicate to all your stakeholders and engage them in the new venture.

Employee issues at Sony?

Poland offers an attractive pool of well-educated graduates, as well as experienced finance professionals. They are eager to engage and commit to new ventures and set-ups.

We’ve learned to invest in their professional development and provide career opportunities for growth. Many have successfully moved into senior Finance roles across the organization in Europe and USA. At the entry level, there is relatively higher attrition, but the over-

Jednocześnie spółka stale optymalizuje posiadane zaplecze operacyjne.

Management/Contact: Konrad Rochalski Artur Wojtaszek

This center provides a full scope accounting services to 19 Oriflame legal entities in Europe.

Management/Contact: Pawel Pietruszewski, Senior Finance Director Global Operations

SSC Oriflame 2010 Warsaw Business type: SSC Services: F&A, Oriflame Shared Services Finance has been operational in Warsaw since July 2010.

OSG Records Management Warsaw SSC P&G’s Global Business Services Sienna 39 St. 00-121 Warsaw Tel.: +48-22-590-98-98

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Biggest surprises operating in Poland ?

Positives: Pool of well educated employees with English and other 2nd foreign language, and “can do” attitude. Pace of growth of the SSC market.

Negatives/Improvements needed: Polish Law regulations, specifically Labour Law is from the previous era. Tax and Statutory is also complex with very strict Polish accounting rules not always in line with the rest of Europe/World.

Specific cost savings that Sony has achieved?

Unfortunately detailed numbers and data confidential. We have achieved significant cost savings, but more importantly managed to highly increase the level of internal controls across Finance, and standardized processes, which results in more efficient and transparent finance operations.

Prior to joining Sony Pictures Entertainment in 2009 Michał held various positions at Royal Bank of Scotland, Citigroup and Procter&Gamble. As the Head of Reporting and Financial Analysis department at RBS Global Hub Europe he was responsible for the regulatory and statutory reporting for 7 foreign RBS entities, managing their finance operations from the Shared Service Centre in Poland. Before RBS, Michal held a position of Senior Financial Analyst at Citibank, both in London and Warsaw. Working in Retail Banking Business Planning & Analysis concentrated on budgeting, product forecasting and financial modeling.

Prior to joining Citigroup Michal has been working at Procter & Gamble in the Newcastle GBS Centre and participated in major assignments in Germany, Philippines and the UK. Graduated from Newcastle Business School with MA in International Business Administration. He also holds CIMA Advanced Diploma in Management Accounting.

Business type: SSC Sectors covered: consumer products Services: F&A, IT Services, HR, Logistics/Supply Chain, P&G established European Centre for Planning and Logistics in Warsaw, where 500 people+ work.

Full time employees: 1000+ Notes: Warsaw GBS Site organization acts as the second biggest in EMEA region, employing 320 people. Provides services and lead projects for P&G business units around the world. The Warsaw General Office is home to approximately 800 employees working in Central

2015

Poland Manager’s Profile

ture, we will be embracing more complexity e.g. growing our “Analytics” hub in Warsaw, and turning our region into a true Knowledge or Center of Excellence engine.

and Outsourcing Directory

Maciej Piwowarczyk Head of EMEA Global Business Services, Managing Director, CBRE Corporate Outsourcing; Parent Company: CBRE, Los Angeles

CEE Shared Services

28

We know CBRE. But what is CBRE Corporate Outsourcing doing?

From Warsaw Global Business Services location is supporting EMEA as well as AMERICAs and APAC. Externally, we deliver finance & accounting within Facility Management and Portfolio Services offerings, lease portfolio management, project management, technology, audit & compliance plus business analytics and internally we provide finance & accounting, HR and IT services. After 40% growth in 2014, today we employ 370 employees with planned expansion of 20-30% in 2015.

Explain why your company set up operations in Warsaw.

Our Operations went live in 2008 and we’re in Warsaw since our priority at CBRE was to access to “Best Talents” who are key in driving value.

How has your business changed recently?

Dynamic growth, diversification of our portfolio creating interesting career opportunities for our people, technology being more and more a game changer and CBRE is truly stepping into a global delivery model. Looking to tomorrow with outsourcing waking up in Europe in countries like Germany or beginning to finally grow in countries like Poland - it will only trigger further growth for us.

Operationally, me personally I am still waiting for “robotics” to revolutionize our business services industry as Lean Six Sigma did couple of years ago.

Do you provide external services to unrelated companies?

Yes 80% of the work we deliver from Warsaw is to our external Clients, mainly leaders in their industries including banking, IT or oil & energy. I expect that ratio to remain in the coming years.

3 specific bits of advice to other firms in CEE: First of all, think global - meaning you should not look at CEE only without a

global perspective.Second within CEE, you’ll get a lot of variety between what Romania can offer vs. Poland and then within Poland you can go to tier 1 or tier 3 city. Keeping it simple, it is always a choice between cost and quality - you need to be cautious of this as an investor.

Thirdly, be specific on what you want to achieve as a Client, i.e. a pure cost play or capability enhancement. As a final step make sure you put in place a right Governance Model to make it work, with internal sponsorship within your own organization.

Employee Issues?

We are a “People” business and our People are truly our biggest asset. In CBRE we say that we are entrepreneurial which has its roots in our “brokerage business” and it is great because we want our People to act as business leaders, which in my view is the future. We can emphasize processes, controls, and procedures but at the end it is up to an individual to make a call at the right point of time. With the accelerating speed of data transfer & mobility and consequently a need for quicker decisions, an entrepreneurial spirit will turn into even a bigger asset than today.

Today we employ 370. Last year in January 2014 it was 240. In the near fu-

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Biggest surprises ?

Positives: In general great work ethic culture, well-educated and very ambitious oeople especially in Poland and Romania. The way we have grown our business services in Poland is impressive, i.e. Tier 1 – Tier 3 set up based on collaboration between the regions along with healthy competition between us Leaders,resulting in Poland being recognized as a leading location on the global map.

Improvements needed: I hardly can think of anything specific as cooperation with cities, universities, local communities is on a positive trend … there were a couple of examples but it refers more to 2007-2010 when companies did make a wrong decisions about location vs. what they expected in terms of talents available, which turned into very unsuccessful delivery.Nowadays it rarely happens as we all got far smarter as a region and clients do get far better support from organization like PAiZ or ABSL or ASPIRE before they make a final call.

Specific cost savings achieved by CBRE? It very much depends what is the starting point but in general over 5 years clients should expect 30% savings resulting from economies of scale, improvements, automations etc. We are still speaking about labor arbitrage being a key contributor here but in 8-15 years that advantage will be gone. We are already transforming our services into more value add, turning our competitive advantage from cost into expertise. I do already see that more clients want to come to Warsaw with a primary goal to achieve better process quality and access to very capable people and that trend will only accelerate.

Maciej has over 12 years of outsourcing experience, prior to CBRE, he worked in Accenture and HP. He held various leadership roles locally, regionally and globally across Transition, Delivery and Centre Management. Trust Based relationship, collaboration, transparency and “art of possible” approach, marks his leadership style. Married with two boys.

Maciej loves sports including football, tennis, squash and beach volleyball.

2015

P4 PlayMobile Warsaw Business type: Call Center Services:, CC, telemarketing Full time employees: 500+ SSC PANDORA Jewelry Shared Services ul. 17 Stycznia 45D 02-146 Warsaw Tel.: +48 22 206 5800 Business type: SSC Sectors covered: Other Global HQ location: Copenhagen, Denmark Year started: 2012 Services: F&A, IT Services Countries served: EMEA Full time employees: 115 Management/Contact: Robert Schneyder, Head of Shared Services, Pandora EMEA Pharmaceutical Research Associates Warsaw Services:, Clinical research Process Solutions Sp. z o.o.

Koszykowa 54 00-675 Warsaw Business type: BPO Year started: 2007 Services:, Bookkeeping and Tax Compliance; Statutory and International Reporting; Payroll; Shared service centre support; Interim CFO, Chief Accountant and Loan Staff Full time employees: 22 Expansion plans: We aim to be the most recognised regional accounting service provider to multi-national companies on Central Europe’s business process outsourcing market, delivering services to our clients through a unified network, building trusted business partnership for the long-term.

Management/Contact: Steven Foster steven.foster@ps-bpo.com Iwona Giza iwona.giza@ps-bpo.com Provident Poland Warsaw Services:, CC, telemarketing Full time employees: 420 PTC Warsaw Services:, CC Full time employees: 1650 SSC PZU Centrum Operacji Warsaw Business type: SSC Services: F&A Randstad Payroll Solutions Sp. z o.o.

Warsaw Year started: 1998 Services:, Payroll, HR Full time employees: 100

2015

Management/Contact: Katarzyna Plucińska Tel.: 22 462 25 56 katarzyna.plucinska@pl.randstad.com

Services:, Complete scope of financial outsourcing services, AP, T&L, GL, AR, Tax, FA for over 20 European entities.

Management/Contact:

RBS Global Hub Europe Iłżecka 26 02-134 Warsaw Tel.: +48 22 573 07 30 Business type: GBS Sectors covered: Banking and Insurance Global HQ location: UK, Year started: 2007 Services: F&A, IT Services, Data Analytics, Logistics/ Supply Chain, Change management, Countries served: Global Full time employees: 1800 Management/Contact: Roland Pac, Head of GFS Poland, Global Hub Europe, RBS

Teleperformance Polska Domaniewska 50 02-672 Warsaw Business type: Other Sectors covered: Other Global HQ location: Warsaw Year started: 1997 Services:, Customer Support, Call Center, Technical Support, BPO Countries served: Global Full time employees: 430 employees Expansion plans: Acquisition of new projects based on customer and technical support services for global companies. Focus on the development of multilingual projects. Constant development and improvement of all communication channels – voice, e-mail, chat, social media.

Management/Contact: Mariusz Odkała – CEO Tel.: 22 468 70 00 mariusz.odkala@teleperformance.com

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

Warsaw Services:, IT Samsung Electronics Poland Warsaw Services:, Software development for ICT& TV SAT Full time employees: 200 SSC Schneider Electric ul. Postepu 15 02-676 Warsaw Tel.: +48 22 314 55 20 Business type: SSC Year started: 2010 Services: F&A Management/Contact: Teresa Rondomańska, Finance and Control, Legal Affairs Sii Sp. z o.o. al. Niepodleglosci 69 02-626 Warsaw Business type: ITO Sectors covered: Business Services Global HQ location: Warsaw, Poland Year started: 2006 Services:, IT Services, HR, Data Analytics, Customer Support Countries served: Global Full time employees: 2100 Expansion plans: United States, Canada, Germany, Switzreland, United Kingdom, Scandinavia, Austria, Holland. Practices development – Custom Application Development, BPM, CRM, ERP, Digital, Engineering, Infrastructure, Service Desk, Testing. Verticals like public sector.

Management/Contact: Gregoire Nitot gregoire.nitot@pl.sii.eu Sitel Warsaw Services:, CC, telemarketing Full time employees: 450 Stanley Black & Decker Warsaw SSC Technicolor Warsaw Business type: SSC

TMF Polska Sp. z o.o.

Warsaw Tel.: +(4822) 456 46 00 Business type: BPO Services:, Accounting and admin.

Management/Contact: Igor Dakic, Head of Sales and Business Development SSC TNT Express ul. Annopol 19 Warsaw Business type: SSC Sectors covered: logistics and delivery services Year started: 2014 Services: F&A, accounting, reporting and financial administration of several European branches of TNT. Countries served: Germany, Great Britain, the Netherlands and Luxembourg.

Full time employees: 400 by end of 2015 Management/Contact: Piotr Buczkowski, General Manager Transparent International B.V. Warsaw Business type: BPO Sectors covered: Business Services Global HQ location: Amsterdam Year started: 2007 Services: F&A, Data Analytics Countries served: EMEA Full time employees: 120 Expansion plans: APAC Management/Contact: Oscar Reitsma Tel.: 31613963223 oscar.reitsma@transparent.nl Eric van Marle Tel.: 31613533959 eric.van.marle@transparent.nl UCMS Group Poland AL. Jerozolimsjie 178 02-486 Warsaw Business type: Other Sectors covered: Business Services

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29 CEE Shared Services

Europe Market Development Organization (MDO) and Corporate Functions.

Management/Contact: Janusz Dziurzyński, Associate Director – Procter & Gamble, Global Business Services

and Outsourcing Directory

Poland

Poland

and Outsourcing Directory

Global HQ location: Warsaw, Poland Year started: 2004 Services: F&A, Payroll Countries served: CEE Full time employees: 100 Expansion plans: UCMS Group continue its regional expansion in the CEE region through own offices and Europe-wide Partner-network.

Our focus remains payroll & HR & accounting outsourcing activities, which is accelerated by new process-driven projects, supported by new “LEAN”locations outside capital cities - like Kielce, Craiova and Veszprem.

Management/Contact: Anna Kaczmarska Tel.: 48666048870 anna.kaczmarska@ucmsgroup.com Tomasz Ataman tomasz.ataman@ucmsgroup.com

CEE Shared Services

30

Verita HR Warsaw Business type: BPO Sectors covered: recruitment for multiple sectors Global HQ location: Warsaw Year started: 2009 Services: F&A, IT Services, HR, Customer Support, Call Center, Temporary Staffing in all sectors Countries served: CEE Full time employees: 32 Expansion plans: continuous growth of our IT business line and support of our growing office in Kraków Management/Contact: Adam Supernak Tel.: 605037788 adam.supernak@veritahr.com Aleksandra Radziewska Tel.: 667187107 aleksandra.radziewska@veritahr.com Voice Contact Center Sp. z o.o.

Równoległa 4a 02-235 Warsaw Business type: BPO Sectors covered: Business Services Global HQ location: Warsaw Year started: 2008 Services:, Call Center Countries served: Poland only Full time employees: 400 Expansion plans: New operation center in Lublin Management/Contact: Konrad Rochalski info@voicecc.pl Ewa Czarnecka info@voicecc.pl Webtel Sp. z o.o.

Warsaw Services:, IT Wipro IT Services Poland Sp. z o. o.

Al. Jerozolimskie 123 A 02-017 Warsaw Business type: BPO Year started: 2012 Services: F&A, Finance; Accounting; IT Services Full time employees: 100 Asseco Business Solutions SA Piaseczno Business type: ITO Management/Contact:

Wojciech Barczentewicz - President of the Board Piotr Masłowski - Vice President of the Board Tieto Poland Sp.z o. o.

Warsaw Year started: 2006 Services:, IT services, R&D services, Industry specific Full time employees: about 1100 employees Management/Contact: Ireneusz Miski – President of the Board,Country Manager Poland Białystok Centrum Informatyki “ZETO” S.A. Białystok Services:, IT Full time employees: 200 Management/Contact: Ryszard Łuszczewski – President of the Board August Kottowicz - Vice President of the Board Tel.: 85 748 32 00 Qburst Poland Sp. z o.o.

Białystok Year started: 2011 Services:, IT Full time employees: 26 Management/Contact: Karol Przybyszewski Transition Technologies S.A., PSC Validation Center of Excellence Białystok Year started: 2008 Full time employees: 100+ Management/Contact: Świrski Konrad - President of the Board Bielsko-Biała 4CALL.PL Sp. z o.o. – Grupa DataContact ul. Cieszyńska 365 43-300 Bielsko-Biała SSC Centrum Finansowo – Księgowe Grupy Żywiec S.A. ul. Sukiennicza 8 43-300 Bielsko-Biała Business type: SSC Services: F&A Full time employees: 154 SSC Cooper Standard European Shared Services ul. Piekarska 77 43-300 Bielsko-Biała Business type: SSC Sectors covered: manufacture and marketing of automotive products.

Global HQ location: US Services: F&A Full time employees: 70+ Management/Contact: Wojciech Pandel, Sr Finance Director, Europe Tel.: +48 33 4889 101 EnerSys Sp. z o.o. ul. Leszczyńska 73 43-301 Bielsko-Biała Services:, SSC - usługi księgowe i obsługa klienta EnerSys Full time employees: 100 Management/Contact: Tel.: 33 822 53 81

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SSC Fiat Services Polska Sp. z o.o. ul. Węglowa 72 43-346 Bielsko-Biała Business type: SSC Services:, SSC Netia S.A. – Centrum Obsługi Technicznej Grupy Netia ul. Gałczyńskiego 25 43-300 Bielsko-Biała Simio Polska - SIMIO a.s. (Czechy) ul. Stojałowskiego 43-300 Bielsko-Biała Universal Agent S.A. – Grupa DataContact ul. Cieszyńska 365 43-300 Bielsko-Biała Bydgoszcz SSC Alcatel - Lucent Polska Sp. z o.o.

8 Pilicka Street 85-776 Bydgoszcz Business type: GBS (SSC) Sectors covered: High Tech. Telecommunication networks maintenance.

Services:, IT Services Countries served: Global Full time employees: 800 Management/Contact: Andrzej Dulka Asseco Poland S.A. 33-35 Lenartowicza Street 85-133 Bydgoszcz Business type: ITO Sectors covered: High Tech Global HQ location: Rzeszów, Poland Services:, IT Services Countries served: Global Full time employees: ca. 330 in Bydgoszcz Management/Contact: Adam Góral ATOS IT Services 1 Kraszewskiego Street 85-240 Bydgoszcz Tel.: 52 589 2000; 22 444 6500 Business type: GBS Sectors covered: High Tech Global HQ location: Bezons Services:, IT Services Countries served: Global Full time employees: ca. 2 500 Management/Contact: Dariusz Baran SSC Bank BPH S.A. Centrum Korporacyjne Towarowa 36 85-746 Bydgoszcz Business type: SSC Services:, Finance Bank Pocztowy S.A. - Centrum Operacyjne Sp. z o.o.

Bydgoszcz Year started: 2010 Services:, F&A Full time employees: 250 Management/Contact: Robert Ratajczak

2015

Poland Manager’s Profile

Explain why your company set up operations in Poland: Starting a business of arvato in Poland in 1994 was a natural consequence of the world expansion strategy of arvato Group and supporting with complex outsourcing services the other Bertelsmann businesses planned in our country.

Poland as a big market was attractive for investment. Of great importance was also the geographical location, cultural similarity and prospects of development of our country.

What changes do you foresee in the next 2-3 years? arvato is growing dynamically, increasing number of its customers, its portfolio of services and the number of supported languages (currently 13). The direction of our development in a straight line depends on the needs of our customers.

That is why in recent years we started to offer solutions for e-commerce sector, so-called One Stop E-Commerce, we entered new verticals such as pharmaceutical industry, and we introduced successfully debt recovery service, including the e-Court, to name just a few examples. arvato, as a company providing comprehensive outsourcing/BPO ser-

2015

vices, has included in its strategy extending the value chain for its customers, and thus development of available services, competence, solutions or technology, which certainly will be continued in the coming years.

Operational advice ?

Starting any major BPO/SSC project must be preceded by a thorough analysis of at least 2 parameters: 1. Profile of business that you plan to launch versus current availability and quality of personnel, as well as development potential of job candidates in the city; 2. The availability and scalability of suitable office spaces.

An important component of success is also an offer for a good motivation to work – for very young people in order to achieve a staff turnover ratio at an acceptable level for the business.

Employee Issues? arvato Polska employs 2600 FTE. Due to constant company growth the number of employees increases by 250 every year. We foresee that this growth rate will be achieved also in the forthcoming years resulting from current projects development as well as acquiring of the new contracts, both national and international.

According to the data provided by ABSL (arvato is one of the founding members) and PAIiIZ, thanks to the dynamic development the Polish business services sector employs already more than 150,000 people, and an estimated increase of employment in the sector this year will amount to 20,000, thus increasing to 170,000 employees. Such im-

What has surprised you?

Positives: For our company, after more than 20 years of operation on the BPO market in Poland, the dynamic growth of this sector in the last few years is still fascinating.

Many cities in Poland gained new major employers who invest and develop their businesses together with young educated people.

Negatives/Improvements needed: Of course there are still some areas for improvement that allows this industry to further grow. For example, we see the need for even closer cooperation with universities, which should change profile of some of their faculties responding to the needs of BPO / SSC sector.

Specific cost savings by operating with arvato?

Our market offer and business model within professional outsourcing brings - in addition to high quality services and their stability based on proven IT platforms measurable business and financial benefits. Our clients can focus their attention on their “core businesses” and entrust us with professional customer service – in the procees, they’’ll save approximately 10%-20%.

Of course, it is crucial to this calculation to count all the process and organizational savings, not just the cost of personnel and office space.

Janusz Jankowiak is a graduate of the Poznań University of Economics. He joined Bertelsmann in early 1996 as economic director / deputy managing director, in 2003, he took over the post of managing director of arvato Polska and began a dynamic programme of company expansion. Since then arvato has gained eight new large BPO locations in Poznan, Szczecin, Warsaw, and Cracow, and its offer of specialised and complex services has been extended.

Currently arvato offers the most extensive range of outsourcing services in Poland and its workforce has increased fivefold to 2,600 persons.

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31 CEE Shared Services

Arvato’s operations in Poland? arvato Polska belongs to the arvato AG group – a part of Bertelsmann SE & Co. KGaA. Since 1994 the company has provided complex BPO services including 3 solution groups: SCM (contract logistics, loyalty programs, e-commerce, healthcare), CRM (multichannel customer service – call / contact center, back office, telesales) and FS (financial services: factoring, receivables monitoring, debt collection, judicial and enforcement proceedings, receivables purchase, financial BPO and risk management). The company has 4 contact centers (Poznan, Szczecin, Konin), 4 logistics centers (Poznan, Warsaw) and 2 financial BPO centers (Poznan, Krakow). In 10 locations, we employ more than 2600 employees.

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pressive numbers result mostly from the high work quality of the Polish citizens, which includes: good education, knowledge of foreign languages, so-called soft skills and reliability. An important issue is still a good relation of quality of our work to its cost. Note, however, that the availability of people with the knowledge of some languages, for example German, is getting smaller in relation to the reported needs.

Janusz Jankowiak Managing Director / President of the Board, Company: arvato Polska; Parent Company: arvato AG / Bertelsmann SE & Co. KGaA, Gütersloh / Germany

Poland Manager’s Profile

demand for more experienced specialists. Challenges I see include: Leadership pipeline; Retention of specialists in general; Talent retention; People engagement; Attitude: moving from re-active to pro-active approach; More focus on customer centricity / create customer mind set.

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Anton Blokland VP Global Business Services Finance , Company: Arla Foods; Parent Company: Arla Foods, Amba, Viby Denmark

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Please provide a few sentences about what Arla is doing in CEE? Arla foods runs its global Shared Services center from Gdansk, providing primarily Financial Services varying from AP, AR, Credit & Collections, Cash management, GL and Accounting, Tax and internal control but also Master Data Management, indirect procurement and HR services.

The center has 300 employees and started in 2008-2009. Focus for the coming years will be on further expansion of its service catalogue to multi-functional and moving up the value curve in Finance, but also explore expansion of the SSC footprint to service emerging markets.

Explain why your company set up operations in Gdansk.

We operate a captive SSC from Gdansk, and reasons for choosing Gdansk: • Attractive and diverse labor market and availability of skills • Not too many SSC’s ( at that time) in Gdansk • Wage arbitrage vs core markets in Europe • Proximity • Attractive real estate What changes do you foresee in the next 2-3 years?

We have double the number of FTE’s over the last 3 years and started to pro-

Bazy i Systemy Bankowe S.A. 3 Kaspprzeka Street 85-321 Bydgoszcz Business type: ITO Sectors covered: High Tech Global HQ location: Bydgoszcz Services:, IT Services Countries served: Poland only Full time employees: 100 Management/Contact: Mariusz Tokarski Bibby Financial Services Bydgoszcz Tel.: +48 52 582 22 23 Business type: BPO Year started: 2012 Services: F&A, F&A Business Consulting Center Sp. z o.o.

151 Toruńska Street 85-880 Bydgoszcz

Biggest surprises ?

Positives: Level of people engagement and passion.

Ability to provide many services, going beyond the traditional service catalogues, when you are able to attract and retain the right persons.

Improvements needed: Mindset needs to improve when moving up the value curve, require more pro-active thinking and handling. vide multi functional services. We see more companies come to Gdansk, so we expect this will impact our attrition rates and may create a higher demand for strong local leaders. Talent management and retention of talent we see as becoming a challenge over time.

Advice to other firms starting the journey: Start early with process Harmonization and Standardization. Establish (end-toend) process ownership early on, to drive above agenda.

What challenges have you had with employment?

300 employees in 2015 (coming from 135 in 2011). We anticipate further growth in the coming years, which will require a different skill set and higher

Business type: ITO Sectors covered: High Tech Global HQ location: Suchy Las k. Poznańia Services:, IT Services Countries served: CEE Management/Contact: Piotr Rogala

How much money has Arla saved by setting up the SSC? Total cost of operations was reduced by 50% over a period of 5-6 years for the positions in scope.

Previously to joining Arla, Anton worked for Cytec Industries a US multinational, holding various global senior positions and was responsible for implementing Cytec’s multifunctional SSC in Riga, Latvia in 2009. Prior to this he worked for Robeco Investment company in Rotterdam, the Netherlands.

Anton’s key areas of expertise besides Finance include Financial Re-engineering, Post Merger Integration, Working Capital Improvement, set up and improvement of multi-functional SSC / GBS organizations. He holds a Bachelor in Accounting & Finance and a Masters of Business Economics from the Erasmus University in Rotterdam, the Netherlands.

Sectors covered: Business Services Global HQ location: Bydgoszcz Services:, Call Center Countries served: Poland only Management/Contact: Bartosz Jędrusik

Bydgoska Grupa Telemarketingowa 26 Powstańców Wielkopolskich Street 85-090 Bydgoszcz Business type: Call Center Sectors covered: Business Services Services:, Call Center Countries served: Poland only Management/Contact: Daniel Pieczka

Centralny Ośrodek Rozliczeniowy Poczty Polskiej 15 Bernardyńska Street 85-940 Bydgoszcz Business type: BPO Sectors covered: Banking and Insurance Global HQ location: Bydgoszcz Services: F&A Countries served: Poland only Full time employees: 160

CallCenter Group Sp. z o.o.

2 kujawska Street 85-031 Bydgoszcz Business type: BPO

SSC Centrum Klienta Grupy PZU S.A. Wojska Polskiego 20 C 85-810 Bydgoszcz Business type: SSC

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2015

Poland

SSC Centrum Operacyjne Grupa Banku Pocztowego 17 Jagiellonska Street 85-959 Bydgoszcz Business type: SSC Sectors covered: Banking and Insurance Services: F&A Countries served: Poland only Full time employees: 250 Management/Contact: Piotr Adamczewski Contact Center Sp. z o.o.

Kraszewskiego 1 85-240 Bydgoszcz Business type: Call Center Year started: 1999 Services:, Call center Full time employees: in Poland: 5915 Eniro Polska Sp. z o.o.

36 Towarowa Street 85-059 Bydgoszcz Business type: BPO Sectors covered: Business Services Global HQ location: Stockholm, Sweden Services:, Customer Support Countries served: Poland only Management/Contact: Magdalena Sikora Genesys Telecommunications Laboratories Sp. z o.o.

36 Towarowa Street 85-746 Bydgoszcz Business type: ITO Sectors covered: Business Services Global HQ location: Daly City, CA, USA Services:, IT Services Countries served: Global Management/Contact: Anna Kanabaj SSC Grant Thorton FPA Outsourcing Sp. z o.o.

Gdańska 123 85-022 Bydgoszcz Business type: SSC Services:, Finance Management/Contact: Tomasz Wróblewski – President of the Board tomasz.wroblewski@pl.gt.com iQor Global Services Poland Sp. z o.o.

248G Fordońska Street 85-766 Bydgoszcz Business type: ITO Sectors covered: High Tech Global HQ location: Florida, USA Services:, IT Services

2015

Livingston International Kraszewskiego 1 Street 85-240 Bydgoszcz Business type: BPO Sectors covered: Business Services Global HQ location: Toronto, Canada Services: F&A Countries served: EMEA Full time employees: 60 Management/Contact: Waldemar Jasniński Logon S.A. 7A Piotrowskiego Street 85-098 Bydgoszcz Business type: ITO Sectors covered: High Tech Global HQ location: Bydgoszcz Services:, IT Services, Customer Support Countries served: CEE Full time employees: 80 Management/Contact: Krzysztof Jurek MakroMedia Sp. z o.o.

81 Dworcowa Street 85-091 Bydgoszcz Business type: BPO Sectors covered: Business Services Global HQ location: Bydgoszcz Services:, Call Center Countries served: Global Full time employees: 20 Management/Contact: Jarosław Wełniński Media System Sp. z o.o.

81B Dworcowa Street 85-009 Bydgoszcz Business type: Call Center Sectors covered: Business Services Global HQ location: Bydgoszcz Services:, Call Center Countries served: CEE Full time employees: 170 Management/Contact: Rafał Rasmus Mobica Limited Sp. z o.o.

36 Towarowa Street 85-746 Bydgoszcz Business type: ITO Sectors covered: High Tech Services:, IT Services Countries served: Global Management/Contact: Jacek Stężowski Opus Capita (Itella) Bydgoszcz Orange Bydgoszcz Business type: Call Center Services:, Call Center Full time employees: 100

SSC PKP Cargo S.A. Biuro Rachunkowości i Podatków 3 Sobieszewska Street 85-713 Bydgoszcz Business type: SSC Sectors covered: cargo Global HQ location: Katowice Services: F&A, Data Analytics Countries served: CEE Full time employees: 250 Management/Contact: Grzegorz Rychalski Przedsiębiorstwo Informatyki ZETO Bydgoszcz S.A. 9 Kurpińskiego Street 85-950 Bydgoszcz Business type: ITO Sectors covered: High Tech Global HQ location: Bydgoszcz Services:, IT Services, Customer Support Countries served: CEE Full time employees: 120 Management/Contact: Stanisław Jentczak PZU S.A. COK 25 Wojska Polska Street 85-824 Bydgoszcz Business type: BPO Sectors covered: Banking and Insurance Global HQ location: Warsaw Services: F&A Countries served: Poland only Full time employees: 310 Management/Contact: Mirena Masłowska SDL Poland Sp. z o.o.

246 Fordonska Street 85-766 Bydgoszcz Business type: ITO Sectors covered: High Tech Global HQ location: Berkshire (listed on London Stock Exchange) Services:, IT Services Countries served: Global Management/Contact: Jacek Warsinski-Kozioł Slican Sp. z o.o.

18 Konopnickiej Street 85-124 Bydgoszcz Business type: ITO Sectors covered: High Tech Global HQ location: Bydgoszcz Services:, IT Services, Customer Support Countries served: CEE Full time employees: 80 Management/Contact: Grzegorz Piszczek Soft Blue S.A. 24/1 Chrobrego Street 85-047 Bydgoszcz Business type: ITO Sectors covered: High Tech

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Centrum Obsługi Biznesu 19 Grodzka Street 85-109 Bydgoszcz Business type: Call Center Sectors covered: Business Services Services:, Call Center Countries served: Poland only Full time employees: 100 Management/Contact: Robert Mirek

SSC PEKAO S.A. (Kujawsko - Pomorskie Regionalne Centrum Korporacyjne PEKAO S.A.) Jagiellońska 34 85-097 Bydgoszcz Business type: SSC Services: F&A, Finance

Countries served: Global Full time employees: 1100 Management/Contact: Bogusław Kardas

33 CEE Shared Services

Year started: 2013 Services:, Finance Full time employees: 200

Poland Global HQ location: Bydgoszcz Services:, IT Services, Data Analytics, R&D Countries served: CEE Full time employees: 20 Management/Contact: Michał Kierul

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SSC Sunrise System Sp. z o.o.

Stary Rynek 20 85-105 Bydgoszcz Business type: SSC Year started: 2011 Services:, IT; Call centre Full time employees: About 150 Management/Contact: Paweł Rybak – President of the Board

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TELDAT sp.j. KRUSZYŃSKI & CICHOCKI 19-27 Cicha Street 85-650 Bydgoszcz Business type: ITO Sectors covered: High Tech Global HQ location: Bydgoszcz Services:, IT Services, Data Analytics, R&D Countries served: Global Full time employees: 100 Management/Contact: Henryk Kruszyński Teleplan Polska Sp. z o.o.

8 Przemysłowa Street 85-758 Bydgoszcz Business type: ITO Sectors covered: High Tech Global HQ location: Amsterdam, Netherlands Services:, IT Services Countries served: EMEA Full time employees: 250 Management/Contact: Bob Jason TKomp 33 Smukalska Street 85-565 Bydgoszcz Business type: ITO Sectors covered: High Tech Global HQ location: Bydgoszcz Services:, IT Services, Customer Support Countries served: Global Full time employees: 50 Management/Contact: Tomasz Kruszewski Vivid Games S.A. 160 Gdańska Street 85-674 Bydgoszcz Business type: ITO Sectors covered: High Tech Global HQ location: Bydgoszcz Year started: 60 Services:, IT Services Countries served: Global Full time employees: 60 Management/Contact: Remigiusz Kościelny Chorzów ArchiDoc SA Niedźwiedziniec 10 41-506 Chorzów Business type: BPO Sectors covered: Business Services Global HQ location: Chorzów

Year started: 1994 Services:, Customer Support, Document management, back-office Countries served: Poland only Full time employees: 850 Expansion plans: Development of customer service support solutions and IT applications dedicated to documents management.

Management/Contact: Konrad Rochalski archidoc@archidoc.pl Bartosz Terlecki archidoc@archidoc.pl Cracow ABB Centrum Badawczo-Rozwojowe i Centrum Faktury Cracow Tel.: +48 22 223 9500 Business type: R&D Year started: 1997 Services:, BPO, R&D Notes: Located in Krakow, the ABB Corporate Research Centre is a leading research unit that develops the latest technology in the industry for the purposes of ABB Group. ABB Research Centre in Poland is the first of its kind in Central and Eastern Europe. It has become the youngest member of the global ABB Research Organization, with centers in Europe, North America and Asia.

Advisory Group TEST Human Resources Zwierzyniecka 30 str 31-105 Cracow Business type: BPO-Recruitment Sectors covered: multiple sectors Global HQ location: Kraków, Poland Services:, Executive Search, SSC/BPO Salary Surveys, HR Consulting Countries served: Poland only Full time employees: 48 Management/Contact: Jarosław Pięta Tel.: 48601961813 jaroslaw.pieta@testhr.pl Tel.: 48601961813 jaroslaw.pieta@testhr.pl SSC Akamai Technologies ul. Opolska 100 31-217 Cracow Tel.: +48 12 384 7019 Business type: SSC - IT Services:, IT Services, IT Notes: Akamai bills itself as the leading provider of cloud services for helping enterprises provide secure, high-performing user experiences on any device, anywhere.

Management/Contact: Filip Walkowicz, Site Leader & Customer Care Manager Joanna Bemben, International Accounting Manager Alexander Mann Solutions Poland Sp. z.o.o.

Puszkarska 7f 30-644 Cracow Business type: BPO Year started: 2004 Services:, Integrated Recruitment Process Outsourcing; Permanent and Non-Permanent Hiring; Total Talent Management; Recruitment Administration

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Full time employees: 750+ Expansion plans: Our business in EMEA contributes over 81% of our global net fee income. EMEA is a core area of focus for AMS, meaning we are ensuring we have the right resources in place to support significant growth in the region.

Management/Contact: Jolanta Gantkowska, Head of Operations Mainland Europe Tel.: 512 477 724 jolanta.gantkowska@alexmann.com Vic Khan, Director of Global Client Service Centres SSC Amer Sports Cracow Tel.: +48 12 328 3920 Business type: SSC Sectors covered: Sporting goods company with internationally recognized brands including Salomon, Wilson, Atomic, Arc’teryx, Precor, Suunto and Mavic.

Services: F&A, deliver finance and administrative services for Amer Sports support functions in the EMEA region.

Countries served: EMEA Management/Contact: Herve Hachet, Financial SSC Director Jussi Siitonen, Amer Sports CFO Aon Hewitt ul. Armil Krajowej 16 Cracow Tel.: +48 12 290 97 00 Business type: BPO Services:, BPO Apriso Cracow Tel.: +48 12 34 95 100 Business type: ITO Global HQ location: Apriso was acquired by Dassault Systèmes in July 2013, Services:, IT Services, BPO, IT Notes: Apriso software has won numerous awards and accolades for its ability to tightly synchronize global manufacturing operations and supply chain networks to deliver real-time visibility and control over business processes performed across plants and suppliers. Leverage Apriso solutions to establish a common set of operational standards that can be managed holistically on a global scale while still being continuously improved to meet your local market and customer needs.

AZSoft S.A, Contact Center Cracow Business type: Call Center Services:, BPO, Contact Centre SSC Brown Brothers Harriman ul. Klimeckiego 1 30-705 Cracow Tel.: 48.12.340.6000 Business type: SSC Sectors covered: Finance Year started: 2012 Services: F&A Full time employees: 750+ Notes: The firm serves individuals, families, businesses and institutions in its three business lines: Private Banking, Investment Management and Investor Services.

Management/Contact:

2015

Poland Michael McDonald michale.mcdonald@bbh.com

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Capgemini, Business Process Outsourcing Cracow Year started: 2003 Services:, F&A, Marketing, HR, etc.

Full time employees: 3000+ Management/Contact: Marek Grodziński Tel.: 12 634 79 73 marek.grodzinski@capgemini.com

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Capita Polska Sp z o.o. ul. Lubicz 23 31-503 Cracow Business type: BPO Sectors covered: Banking and Insurance Global HQ location: Capita LTD London UK Services: F&A, IT Services, HR, Data Analytics, Logistics/Supply Chain, Customer Support, Call Center, LPO, Pet claims services, Assets services, Countries served: Global Full time employees: 900 in Poland; 71,000 globally Expansion plans: Western EU move to Polish BPO. In focus markets from EURO zone German, Management/Contact: Agnieszka Zygner, General Manager Dominik Szczepanski Tel.: 48728435255 dominik.szczepanski@capita.co.uk Capnor Poland Cracow Business type: BPO Services:, BPO, Engineering Services CBB Call Center Cracow Services:, BPO, Contact Centre CGI Information Systems and Management Consultants Cracow Business type: BPO Services:, BPO, IT Chatham Financial Rakowicka 7 31-511 Cracow Tel.: 12 294 61 60 Business type: BPO Sectors covered: world’s largest independent interest rate and currency risk advisor, and leader in accounting, valuations and debt advisory worldwide.

Services:, BPO, Business Analytics SSC Cisco Systems Poland Sp. z o.o.

Cracow Business type: SSC Sectors covered: High Tech Global HQ location: San Jose, California, US Year started: 2012 Services: F&A, IT Services, HR, Data Analytics, Customer Support, Technical Services, Advanced Services, Cloud & Managed Services Countries served: EMEA Full time employees: 550 Expansion plans: Cisco Global Services Center in Kraków plans an organic growth of the existing organizations and adding new functions to the

portfolio of services performed from Kraków site.

Management/Contact: Norm DePeau ndepeau@cisco.com

Services:, Nearshore delivery capabilities with new skills and services in technology consulting and software outsourcing.

Management/Contact: Michal Lisiecki, Site Manager, Gdansk

Clifford Thames UI Sw. Jana 20 31-018 Cracow Business type: BPO Sectors covered: Provides OEMs, NSCs, repairers, bodyshops, fleet, leasing companies and their partners with state of the art industry platforms and data.

Services:, BPO, Business Analytics Full time employees: 500

ESET Cracow Services:, BPO, R&D

Comarch Cracow Business type: ITO Services:, IT Full time employees: 1000 Communication Factory Cracow Tel.: (12) 630-90-11 Business type: Call center Services:, Call Center Full time employees: 100 Deloitte BPO Cracow Business type: BPO Year started: 2008 Services:, Bookkeeping, accounting, payroll and HR administration Management/Contact: Piotr Żarski – Partner SSC Delphi SSC Cracow Tel.: +48 12 252 11 00 Business type: SSC Services:, SSC SSC Ecolab European Shared Services Center Cracow Business type: SSC Sectors covered: $6 billion and more than 26,000 associates, Ecolab is the global leader in cleaning, sanitizing, food safety and infection prevention products and services.

Global HQ location: USA Year started: 2012 Services: F&A, Logistics/Supply Chain, SSC SSC Electrolux Centrum Księgowo-Finansowe al. Powstańców Śląskich 26 30-570 Cracow Tel.: +48 12 296 96 00 Business type: SSC Sectors covered: consumer products Global HQ location: Sweden Year started: 2006 Services: F&A Management/Contact: Aleksander Rodycz, General Manager EPAM Systems Cracow Tel.: +48 12 222 02 02 Business type: BPO Sectors covered: software engineering.

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SSC Euroclear Bank Ul. Puszkarska 7H 30-644 Cracow Tel.: +48 12 363 9950 Business type: SSC Sectors covered: finance Global HQ location: Belgium Year started: 2012 Services: F&A, SSC Management/Contact: Geert Desmedt, CEO, Euroclear Poland Euroscript Poland Cracow Sectors covered: one of the leaders in global content management Services:, BPO SSC Farnell element14 European Commercial Centre al. Bora-Komorowskiego 25B 31-476 Cracow Tel.: +48 12 349 7053 Business type: SSC Sectors covered: global high-service distributor of technology products, services and solutions for electronic system design, maintenance and repair.

Global HQ location: UK (Premier Farnell plc) Services:, Customer Support, Call Center, Providing best in class outbound telesales and telemarketing in 22 European languages to Farnell element14’s new and existing customers across the continent.

Management/Contact: Richard Musgrove, General Manager Flying Fish Cracow Services:, BPO, IT FMC Technologies Cracow Business type: R&D Services:, R&D engineering Full time employees: 150 Fortis Bank Cracow Services:, Clearing Center Full time employees: 50 SSC GE Healthcare IT CoE ul. Zyczkowskiego 20 31-864 Cracow Tel.: +48 12 347 0502 Business type: SSC Global HQ location: USA Services:, IT Services, Focuses on creating and implementing IT solutions for GE Healthcare’s operations around the world, for instance for patient monitoring systems or for medical diagnostics.

2015

Poland Manager’s Profile

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Agnieszka Zygner General Director, Capita (Polska) Sp. z o.o; Parent Company : Capita Plc, London

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What is Capita is doing in Krakow?

Capita Polska was established in 2011 by the British BPO giant Capita Group PLC as it looked to gain a presence in the emerging Eastern European Market. Poland and specifically Krakow was chosen

by Capita due to the exceptionally large talent pool of highly skilled, multi-lingual graduates, which forms an essential part of Capita Polska’s service offering that includes F&A, Insurance and Legal Process Outsourcing Services.

The first few years of Capita Polska’s business life were focused on working with the Capita Group as a whole to explore and develop opportunities to provide the many businesses within the Capita Network with a higher quality of service, while also offering significant cost savings.

2014 proved to be a landmark year for Capita Polska with a number key contract wins with external, i.e. non-Capita, pan European organisations. As a consequence of these key wins Capita is looking to further increase its presence through both organic and non organic growth.

Why Krakow?

Decision to set up Capita Kraków Business Centre was made based on thorough analysis of various potential locations in the CEE region. Kraków was chosen based on its mature SSC/BPO market offering high quality and well educated staff.

Kraków is also only 2 hours flight from the UK where Capita predominantly exists. MASP and SEZ incentives played an important role in choosing Krakow for a Capita office in the region.

Expansion plans: The company will double the number of workers at the IT centre from 100 to 200 by the end of 2015.

Management/Contact: Eoin McCoy, Solutions Delivery Leader and Site Leader Genpact Europe Kolowa St 8; EDISON BUILDING 31-134 Cracow Business type: BPO Sectors covered: Business Services Services: F&A, IT Services, HR, Logistics/Supply Chain, Customer Support, Call Center, Collections, Re-engineering, GBS Set up/ Optimization/

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

Over 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. In 2014 Capita acquired SouthWestern with an office in Łódź and together with the Centre in Kraków reached 800 staff.

Capita Poland provide services both to internal companies within Capita Group and unrelated external companies. Due to a unique offering and a wide range of products and services, clients of Capita Poland come from a number of sectors and industries.

3 specific bits of advice to other firms considering setting up BPO/SSC operations in CEE: • Ensure proper government support.

• Identify location best suited to your business model.

• Hire people with the right skill set.

Employee Issues: Currently Capita Poland employ circa 800 staff across two locations, compared to 15 staff and one location 3 years ago. Capita plans include an intensive involvement in opportunities in the Polish market resulting in a significant increase in staffing levels. We find that people in Poland are generally well-educated, intelligent and fast learners. Our staff is able to absorb training knowledge very efficiently. There is also high flexibility and work ethos is

Transformation and Other industry specific (eg. banking services) Countries served: Global Full time employees: 4000 Expansion plans: In Europe we deliver our services and solutions from 5 countries with 12 delivery centers. We continue to expand and diversify our delivery capabilities in order to be closer to our clients, particularly as the nature of our work becomes increasingly complex. Our recent center in Europe has been opened in April 2015 in Bratislava.

Management/Contact: Calin Avram, VP Europe CFO Tel.: +40 72 634 5526 calin.avram@genpact.com

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high. People in Poland are not afraid to ask questions and this might require additional time during training phases. However, this quickly pays off as this way quality of the training is high and results in a minimized number of errors at later stages of service delivery. Well-educated staff require well-designed career path in order to keep their interest and retain them.

Biggest surprises ?

Positives: Willingness from central and local governments to support investments. And MASP/SEZ 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. Labour law is very restrictive especially in the area of contractor staff, flexible employment and working hours regulations. Vetting of staff is highly restrictive.

Specific cost savings that your firm achieves for clients?

Capita Poland provided a document review project in Legal Process Outsourcing area (LPO). We established a team of document reviewers to support our client in a UK litigation case. 1.6m documents were reviewed in a 3 month timeframe.

The review was completed on time with an impressive result of 97.5% accuracy rate and 80% saving over the rate client would be typically charged in the UK. Agni joined Capita Poland in August 2014, having previously managed 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. Agni is a General Manager of Capita Poland and is responsible for the overall business P&L and operations.

Anna Pankau - Broda, VP Operations Leader Europe Tel.: (+48) 609 535 578 anna.pankau@genpact.com Genpact PL Sp. z o.o.

Kołowa 8 30-134 Cracow Business type: BPO Year started: 2005 Acquired 2012 Services:, F&A; OTC; STP; EAS Full time employees: 370 + Management/Contact: Calin Avram Tel.: +407 263 455 26 calin.avram@genpact.com

2015

Poland

SSC Google Operations Centre Cracow Business type: SSC Services:, IT Services, SSC, R&D Full time employees: 100+ engineers Management/Contact: Wojciech Burkot, Site Director SSC Hays International Resourcing Centre ul. Lubicz 23a 31-503 Cracow Business type: SSC Sectors covered: Business Services Global HQ location: Hays plc.,London UK Year started: 2011 Services:, HR Countries served: EMEA Full time employees: 50 Expansion plans: To double the current FTE level Management/Contact: Michał Sokołowski Tel.: 48515272139 sokolowski@hays.pl Małgorzata Jasińska Tel.: 48502584625 jasinska@hays.pl SSC HEINEKEN Global Shared Services Sp. z o.o.

Opolska 100 31-323 Cracow Business type: SSC Sectors covered: Other Global HQ location: Amsterdam, the Netherlands Year started: 2012 Services: F&A, Data Analytics, Business Performance Management Countries served: Global Full time employees:>800 Management/Contact: John Lyons, Director Finance Shared Services SSC Herbalife - Finance and Operations Service Centre ul. Puszkarska 7H 30-644 Cracow Tel.: 12 34 99 300 Business type: SSC Sectors covered: global nutrition company, with retail sales of exceeding $5 billion, and over 7,000 employees worldwide.

Services: F&A Hewitt Associates Cracow Business type: BPO Services:, BPO, HR SSC Hitachi Data Systems ul. Armii Krajowej 16 30-150 Cracow Tel.: +48 12 3831 773

2015

SSC HSBC Service Delivery Polska ul. Kapelanka 42A 30-347 Cracow Business type: SSC Sectors covered: Banking and Insurance Global HQ location: London, United Kingdom Year started: 2010 Services: F&A, IT Services, HR, Data Analytics, Customer Support Countries served: Global Management/Contact: Gregory Apostolakis Tel.: +48 723680684 gregory.x.apostolakis@hsbc.com Mateusz Perdek Tel.: +48 723680120 mateusz.perdek@hsbc.com IBM Poland Laboratorium Oprogramowania IBM & IBM BTO Business Consulting Services Cracow Business type: BPO Year started: 1996 Services:, Finance & Accounting Services Management/Contact: Marcin Orłowicz Tel.: 661 304 951 marcin.orlowicz@pl.ibm.com SSC International Paper Poland ul. Lubicz 23 31-503 Cracow Tel.: +48 12 252 6000 Business type: SSC Year started: 2004 Services: F&A, IT Services, HR, Core functions are: Customer Service for Western Europe, Central & Eastern Europe, United States and Information Technology supporting about 3,500 users in more than 70 International Paper locations in 15 countries with a complete range of IT support services.

Notes: The first department was the European Customer Service, followed soon by the IT Shared Service Center and the Global Customer Service Center. In addition to the before mentioned core functions, the centre’s departments include Finance (Customer Credit Management, Internal Audit, Business Analysis), Supply Chain and Human Resources.

Management/Contact: Tomasz Berbeka, General Manager SSC Johnson & Johnson Cracow Business type: SSC Services:, HR, HR services for Medical Devices & Diagnostics businesses in Poland and Baltics Management/Contact:

Agnieszka Krawczyk, HR Manager, Baltics and Poland SSC Lastminute.com Shared Services Cracow Business type: SSC Sectors covered: travel Global HQ location: UK Services:, Customer Support, Call Center, Workforce management across EMEA. Operations support, managing EMEA site FAQ’s, customer portals and email management. Management Information.

Countries served: EMEA Management/Contact: Ian Partridge, Shared Services Manager SSC Lufthansa Global Business Services (LGBS) Ul. Puszkarska 7i 30-644 Cracow Tel.: +48 12 334 8000 Business type: SSC Global HQ location: Germany Services: F&A, HR, Finance, Revenue Accounting, Human Resources and Procurement services for the whole Lufthansa group.

Countries served: EMEA Full time employees: 500+ Notes: The regional center LGBS Krakow is the nearshore center for Europe and Africa. Its lead is double-headed since he is also the overall lead for the centers in Bangkok and Mexico City.

Lumesse Cracow Business type: BPO - IT Sectors covered: HR - full range of services Services:, IT support for Lumesse Management/Contact: Carsten Busch, Regional Director Central & Eastern Europe Lundbeck A/S Al. Bora-Komorowskiego 25c 31-476 Cracow Business type: GBS Sectors covered: Other Global HQ location: Copenhagen, Denmark Year started: 2014 Services: F&A, IT Services, HR, Logistics/Supply Chain Countries served: Global Full time employees: 140 Management/Contact: Zuzanna Jawor zuja@lundbeck.com Marcin Mlynarczyk mmly@lundbeck.com SSC Mota-Engil Central Europe Business Support Center ul Wadowicka 8 W 30-415 Cracow Tel.: (+48) 12 664 80 00 Business type: SSC Sectors covered: construction Global HQ location: Portugal Services: F&A SSC Motorola GSC Cracow Business type: SSC Services: F&A, SSC, R&D, F&A Management/Contact: Andreas Cioska

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SSC Getinge Shared Services Cracow Business type: SSC Global HQ location: Sweden Services: F&A Management/Contact: Niclas Sjöswärd, Senior Vice President, Group Operations at Getinge Group

Business type: SSC Sectors covered: High Tech Global HQ location: Calfornia, United States Year started: 2007 Services: F&A, IT Services, HR, Data Analytics, Customer Support, Countries served: EMEA, North America, LATAM Countries served: EMEA Full time employees: 260 Expansion plans: additional 25 FTEs Management/Contact: Tomasz Brzostowski (GFSS director) Tel.: 606 222623 tomasz.brzostowski@hds.com

39 CEE Shared Services

Pascal Henssen Tel.: 44 777 083 2648 pascal.henssen@genpact.com

Poland

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SSC Ocado Cracow Business type: SSC Sectors covered: food retailer Global HQ location: UK Services:, IT Services, ITO

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SSC Perkin Elmer Shared Services al. Bora-Komorowskiego 25 31-476 Cracow Tel.: +48 (12) 363 26 00 Business type: SSC Sectors covered: pharmaceuticals Global HQ location: US Services: F&A, Customer Support, Customer Care function collaborates with sales and service teams to support corporate and institutional clients. Finance team responsible for PerkinElmer’s U.S. GAAP, local GAAP and tax reporting for Italy, Spain, France, Luxembourg and Poland, as well as the processing of all relevant financial transactions.

Countries served: Italy, Spain, France, Poland and north EMEA export countries Notes: Located in Warsaw and Kraków. Warsaw site deals with sales and service operations, while Kraków site is a shared service center.

Management/Contact: Joanna Gil, Site Director Lapo Paladini, Senior Vice President and Chief Marketing Officer, PerkinElmer Inc. Pliva Cracow Cracow Services:, R&D Full time employees: 100 SSC PMI Service Center Europe Al. Jana Pawła II 196 Cracow Tel.: +48 12 646 4646 Business type: SSC Sectors covered: tobacco and consumer products Global HQ location: US Services: F&A, IT Services, HR, Service center which provides Finance, Human Resources and Information Services for PMI affiliates in Europe, Middle East and Africa.

Countries served: EMEA Management/Contact: Magdalena Włodek, prezes PNO Consultants Cracow Services:, BPO, Business Analytics SSC Pontoon Solutions Shared Services Center Cracow Business type: SSC Sectors covered: workforce solutions Global HQ location: USA (Florida) Year started: 2014 Services: F&A PwC Poland - Shared Services and Outsourcing Advisory ul. Lubicz 23a 31-503 Cracow Business type: GBS Sectors covered: Business Services Global HQ location: Warsaw Year started: 2004 Services: F&A, IT Services, HR, Data Analytics, Logistics/Supply Chain, Customer Support,

Call Center, Consulting services for SSC / BPO sector Countries served: Global Full time employees: 23 Expansion plans: Key services advising Clients on all aspects of SSC / Outsourcing lifecycle - from Strategy and Feasibility through SSC Setup and Implementation to Reassessment and Optimisation. We are in particular focusing our efforts on offering to existing SSCs and BPOs. This includes SSC healthcheck - aimed at even greater cost optimisation, quality boost, enhanced control and better utilisation of incoming business opportunities by analysing all dimensions of company setup.

Management/Contact: Romek Lubaczewski Tel.: 48502184319 romek.lubaczewski@pl.pwc.com Adam Jamiol Tel.: 48502184720 adam.jamiol@pl.pwc.com Rolls Royce Marine Cracow Sectors covered: a world-leading range of capabilities in the marine market, encompassing the design, supply and support of power and propulsion systems Services:, SSC, R&D SSC RR Donnelley Europe Obrońców Modlina 11 30-733 Cracow Tel.: +48 12 888 71 00 Business type: SSC Year started: 2001 Services: F&A RWE Group Business Services Sp. z o.o. ul. Puszkarska 7 J 30-644 Cracow Business type: GBS Sectors covered: Oil and Energy Global HQ location: Essen Year started: 2014 Services: F&A, IT Services, HR Countries served: Global Full time employees: ca. 300 Expansion plans: approx. 50 - 100 Management/Contact: Andreas Gehrmann Tel.: +49 162 284 5145 a.gehrmann@rwe.com Konrad Konczewski Tel.: +48 881821508 konrad.konczewski@rwe.com SSC SABMILLER Global Business Services Poland ul. Kapelanka 42 31-347 Cracow Business type: SSC Sectors covered: beverages Global HQ location: South Africa Year started: 2014 Services: F&A Management/Contact: Sabre Holdings Europejskie Centrum Oprogramowania Wadowicka 6D, #9 30-415 Cracow Tel.: +48 12 296 70 00 Business type: IT Development

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Services:, BPO, R&D SSC Sappi Shared Services Cracow Business type: SSC Sectors covered: leading producer of coated fine paper with manufacturing operations on three continents in seven counties, Year started: 2012 Services: F&A, Logistics/Supply Chain, Procurement Operations, Supply Chain and Finance. Divided into five teams, responsible for Logistics, Systems, Procurement and Reporting, Rough Planning and Credit Control.

Full time employees: about 90 Selvita Cracow Services:, BPO, R&D Serco Cracow Business type: BPO Services:, From our centre in Kraków we deliver services for major clients in the travel and tourism sector. We are responsible for managing all the contact with their clients throughout Europe: we plan journeys, manage reservations, and help solve the many different problems that are connected with their journeys.

Full time employees: 600+ Languages spoken: French, German, Dutch, Italian and Spanish.

Sii Krupnicza 16 31-123 Cracow Business type: BPO Year started: 2011 Services:, IT; Automatyka Full time employees: 150+ Management/Contact: Gregoire Nitot Tel.: 22 486 37 37 informacja@pl.sii.eu Ryszard Pytko Tel.: 12 390 61 70 informacja-krakow@pl.sii.eu Software Mind Cracow Services:, BPO, IT SSC State Street Bank Poland Cracow Business type: SSC Sectors covered: Business Services Global HQ location: Boston, US Year started: 2007 Services: F&A, HR, Data Analytics, Fund Accounting, Derivatives Processing, Securities Valuation, Financial Reporting, Hedge Funds Administration, AML, Risk, Compliance Countries served: Global Full time employees: 2500 Expansion plans: 400 new roles are expected to be created in Poland.

Management/Contact: Scott Newman, MD Tel.: +48 783905050 SNewman@statestreet.com Simon Baylis, COO Tel.: +48 783905095 SBaylis@statestreet.com

2015

Poland Manager’s Profile

Explain why your company set up operations in Lodz.

CEE is a fast growing region for outsourcing and Poland ranks amongst the top countries for BPO/ITO and SSC operations. Philips decided to set-up the Shared Services Center in Lodz for several reasons, such as its strategic location, the availability of qualified resources, and its cost competitiveness. Poland is strategically positioned in Europe and it is close to Philips headquarters in the Netherlands. The manufacturing footprint in Poland also contributed to the company’s decision to set up its operations in this location.

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

Philips Shared Services in Poland has been operating in the areas of Procurement, Finance and Human Resources.

The Shared Services Center in Lodz has grown by adding new scope and value added activities for Procurement. Having outsourced transactional processes, the

2015

center has been raising the bar to cater to high end activities and is positioning itself as a ‘Center of Excellence (COE)’ within the global Procurement Community. In recent years, Philips has moved activities from other locations. We are permanently shifting new valued added activities to Procurement Shared Service Center and at the same time transferring some scale driven activities to our BPO partner to gain max efficiency and effectiveness. The responsibility of the PSSC keeps on growing!

Specific “lessons-learned”?

CEE is a growing region for these types of operations, especially in Poland where one finds skilled and determined labor force, availability of infrastructure for a green field start-up coupled with high level of government support that makes it an attractive destination. Outsourcing or setting up a captive center is considered a huge opportunity to drive process efficiency and effectiveness. This efficiency can be realized through consolidation, harmonization of processes, leveraging the IT and system capabilities and making the best use of available resources. However, before outsourcing, companies need to organize their processes in-house. Prospective companies should connect with the local authorities for guidance on location, subsidies, talent availability and once established should participate in local media, events and conferences in order to be visible and attract the right talent.

Employee Issues in Lodz?

In a fast growing sector like BPO/ITO and SSC, employee retention is always

a challenging factor, for any organization.

Poland fortunately has many Universities delivering thousands of graduates and post graduates every year. Pioneers who have established a leadership position are most vulnerable to losing employees to competition. The talent competition – which is good both for companies and for professionals – is growing, and in Philips, we strive to recruit the best talent from the industry and universities and maintain their motivation through hard and rewarding jobs that helps in building a solid foundation of skills beneficial for their future fast track career.

Any surprises ?

It was extremely encouraging to see the inherent process drive in people with logical thinking proficiencies and domain expertise. The multi-lingual capabilities, flexibility to work in shifts and adapt to different cultures has been a plus. Knowledge management is a key factor towards building a strong organization for the future and it was a pleasant surprise to see young talent absorb and deliver simultaneously in a dynamic and changing environment.

PK Sinha leads the PHILIPS global Procurement Shared Services operations in Poland having its footprint in three locations worldwide and responsible for managing the in-house and outsourced services through the BPO partner. A Supply Management professional having 25 years of experience in working with Indian and multi-national companies. Has a proven track record in setting up new functions and leading large teams in diversified areas of regional and global operations for Bill of Material and Indirect Materials & Services purchasing, Logistics, Real Estate and global Shared Services Center.

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41 CEE Shared Services

Tell the story of Philips in Poland: Philips established a Shared Services operation in 2004, as a captive center for managing F&A and Procurement related processes. In 2007, Philips outsourced transactional activities and retained highend value added services in-house. The Procurement Shared Services Center has its footprint in three locations worldwide, Poland being one of them, and serves more than 180 sites and thousands of internal customers globally. The center in Lodz manages the tactical and operational sourcing activities for EMEA and the Americas and delivers value added services through a strong team of 80 people with multi-lingual capabilities.

In 2014 Philips was granted ‘Sustainability Leaders’ award by Forbes and PwC for the project executed by Lodz Procurement Shared Services Center in regards to BOM check. The objective of this project was to deliver safe products to our customers free of hazardous substances in line with our brand promise.

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P.K.Sinha Global Head - Procurement Shared Services Center, Company: Philips Polska sp.z.o.o; Parent Company: Philips International B.V., Netherlands

Poland Stefanini Copernicus Building Aleja Jana Pawła II 41C 31-864 Cracow Business type: BPO Year started: 2010 Services:, ITO Service desk; Life Science Services desk; BPO Services desk Full time employees: 150 Management/Contact: Manuel Frade Tel.: 32 2 620 20 20 emea@stefanini.com Andreea-Dana Stanescu Tel.: 40 751 18 85 25 Andreea-Dana.Stanescu@stefanini.com

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TechTeam Global Cracow Services:, BPO

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Teleinvention Cracow Services:, BPO SSC Tesco Poland Cracow Business type: SSC Services: F&A Management/Contact: Hanna Gapinska-Lyons, Financial Controller SSC UBS Poland Service Centre Cracow Business type: SSC Year started: 2008 Services: F&A, IT Services, Data Analytics, Finance, Legal, Compliance, Risk, IT Development and Corporate Shared Services Full time employees: 400+ Management/Contact: Michal Stepien, General Manager SSC UPM Kymmene Cracow Business type: SSC Sectors covered: In 2014, UPM’s sales totalled € 9.9 billion. UPM has production plants in 13 countries.

Global HQ location: Finland Services: F&A, SSC, IT Management/Contact: Erkka Repo, Senior Vice President, UPM Business Control and Finance Operations, Tel.: +358 2041 50199 Vesuvius (Cookson) Cracow Sectors covered: global leader in metal flow engineering, providing a full range of engineering services and solutions Services:, SSC Wyse Technology Cracow Services:, R&D Shell Polska ul. Krakówska 280 32-080 Zabierzow Business type: GBS Sectors covered: Oil and Energy Services: F&A, HR, Data Analytics, Logistics/Supply Chain, Customer Support Countries served: Global Full time employees: 2158

Management/Contact: Piotr Dziwok, General Manager Affiliated Computer Services of Poland (Xerox Services) Ul. Krakowska 280 32-080 Zabierzów Tel.: 12 397 00 00 Business type: BPO Services:, BPO, IT, F&A, Contact Centre Notes: The ACS service centre in Krakow Business Park is one of our major multi-service hubs in Europe. It offers: Contact Center Services; Finance and Accounting; Human Resources; IT Solutions.

SSC Amway European Business Centre Krakowska 280 32-080 Zabierzów Tel.: : +48 12 3795 500 Business type: SSC Global HQ location: USA Services: F&A, Shared Services Centre in Zabierzów Amway Business Centre-Europe - is supporting 26 European countries in Finance, Customer Service, Marketing and IT. Countries served: global Full time employees: 200 Management/Contact: Przemysław Siuda, General Manager, ESSC HCL Poland Krakowska 280 32-080 Zabierzów Business type: ITO Sectors covered: Business Services Global HQ location: London, UK Services: F&A, IT Services, Customer Support Countries served: Global Full time employees: 750 Management/Contact: Trevor Rulton Tel.: 48785165105 trevor.rulton@hcl.com Luxoft Poland Krakówska 280 31-476 Zabierzów Tel.: 12 345 2363 Business type: ITO Sectors covered: High Tech Global HQ location: Zug, Switzerland Year started: 2010 Services:, IT Services Countries served: Global Full time employees: 1000 Expansion plans: Growth by up 60%, potentially open new locations in Poland Management/Contact: Wojciech Mach Tel.: 48124458800 wmach@luxoft.com Anna Nowosielska Tel.: 48123452363 anowosielska@luxoft.com Częstochowa SSC TRW Automotive ul. Rolnicza 33 Częstochowa Tel.: 34 343 10 03 Business type: SSC Year started: 2007

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Services: F&A, provides F&A services for TRW plants in Europe. Services include: AP/AR, General Ledger, Fixed Assets, T&E, Master Data, Payroll.

Full time employees: 200+ Languages spoken: German, Spanish, Portuguese, English, Czech, Slovak, Italian, French, and Romanian.

Management/Contact: Robert Głowacki Tel.: 34 390 26 00 robert.glowacki@trw.com Dabrowa Górnicza SSC ArcelorMittal Shared Service Center Piłsudskiego 92 41-308 Dabrowa Górnicza Tel.: 32 777 2500 Business type: SSC Sectors covered: Business Services Global HQ location: Luxembourg Year started: 2008 Services: F&A, HR, Data Analytics Countries served: Western Europe Full time employees: 297 Expansion plans: taking over additional scope within F&A as well as other business areas Management/Contact: Edwin Bennaars Tel.: +48 32 777 24 90 edwin.bennaars@arcelormittal.com Michal Papuga Tel.: +48 32 777 290 30 michal.papuga@arcelormittal.com Dąbrowa Górnicza SSC Alba Polska Sp. z o.o ul. Starocmentarna 2 41-300 Dąbrowa Górnicza Tel.: +48 32 262 50 29 Business type: SSC Services: F&A, Finance; Accounting SSC Full time employees: 75 Notes: With its two brands – ALBA and Interseroh – ALBA Group operates within Germany, Europe, the U.S. and Asia. With an annual turnover of 2.45 billion Euros (2014) and about 8,000 employees ALBA Group is one of the leading recycling and environmental services companies as well as raw material providers worldwide.

Management/Contact: Krzysztof Gruszczyński, Country Manager DHL Logistic Dąbrowa Górnicza Services:, Logistic Outsourcing Full time employees: More than 200 Wipro Dąbrowa Górnicza Business type: BPO Services:, Finance; Accounting Outsourcing Full time employees: 140 Management/Contact: T K Kurien - CEO & Board member Elbląg Alstom Stoczniowa 2 82-300 Elbląg Tel.: 55 239 19 11

2015

Adrian Copland Head of European Shared Services, XL Catlin; Parent Company: XL Catlin, Connecticut, USA

who we were and what we were trying to achieve. We flew our key providers to the company headquarters and introduced them to all our key customers so they fully understood our challenges and our culture.

What services is Catlin providing ?

XL Catlin underwrites insurance and reinsurance for industrial, commercial and professional firms, insurance companies and other enterprises throughout the world. XL Catlin in Poland is based in Wroclaw and was set up in May 2013 and has grown to circa 200 people. The office provides captive support across underwriting support, risk modelling, business and data analysis, HR, finance and IT. Following the acquisition of Catlin

by XL the plans for future growth are still being finalised.

Employee Issues ?

The skills and capabilities available in Wroclaw are truly impressive. As far as I am aware we are the only specialty insurance/reinsurance company on the market so we have had to take a large number of staff with no experience and train them. The ability to learn and take on knowledge is second to none in Poland.

One of our biggest challenges has been explaining to our key customers that we can confidently take on candidates with no experience and still provide a quality service.

Explain why your company set up operations in Wroclaw.

XL Catlin set up in Wroclaw following an analysis of the global Shared Service market by our consultancy partners.

The key assessment criteria for our business was talent availability, value and market stability. The shortlisted cities in Europe that met the criteria were Brno and Wroclaw and the decision was very tight between the two cities with both offering good opportunities for the opening of our new shared service centre. After many site visits eventually it was decided that Wroclaw best suited our requirements and our company culture.

Biggest surprises ?

Positives: • Quality of staff and enthusiasm to learn.

• The energy and vibrancy of the office.

• The speed by which we have been able to offer quality services to our key customer groups.

• Doing business in Wroclaw is much simpler than expected with a great support network of other companies.

• Wroclaw itself is a beautiful city with so much to offer.

Improvements needed: • The sickness rate in Poland.

• The amount of paperwork and physical signatures (I had never had a stamp before I came to Poland).

• Third party providers not looking at the long term partnership opportunities - only to their next invoice.

• Innovation in the market is still way behind other industries.

Has your business changed much in the last 2-3 years?

Our business has changed immeasurably in the last two years going from just a project team and myself selecting the building and employing the first staff to where we are today with 200 highly-motivated and talented individuals offering complex services to our business customers. There is an excitement across the business about the next few years as we look to expand our offering across all our key customer groups.

3 specific bits of advice: The main piece of advice I would give anyone when opening a new shared service centre in CEE would be to not just look at the maths, really try to understand whether the city is a place your

2015

company can do business. In the early years of “near-shoring” you are going to suffer from a form of “business tourism” and it’s vital that your key customers have confidence in your selected location. We took advice from a number of different parties including the local investment agencies, recruitment agencies and incumbent companies but also did our own focus groups with university students and people who were already working in Shared Service Centres to do what we could to ensure Wroclaw was the best fit for us.

Be different, offer your own Unique Selling Point, competition is high to attract talent and instead of being fearful of competition, embrace it and offer something your competitors don’t.

Small things make a difference and it doesn’t mean breaking your business case to have a unique offering to the other companies on the market. Our attrition has been almost zero in two years and yet we don’t compete with some companies on the market with regards to salary.

Build trusted long term partners on the market. In building our centre we chose a small number of suppliers and challenged them to challenge us. We were not the experts in Poland. In return we would ensure they really understood

As Centre Head with XL Catlin in Wroclaw I have been responsible for leading the establishment and development of our first Global SSC now employing nearly 200 heads. This included taking the project from its concept stage right through to final city selection and ‘go live’. We have developed a strong team and business in Wroclaw with a capability to support the global needs of the XL Catlin Group going forward. Previously Head of Portfolio Management at Catlin having worked with the business for over six years in totality. Previous roles included a number of Senior IT Project Management and Consultancy Positions working across a range of large scale public sector and FTSE 250 projects.

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43 CEE Shared Services

Manager’s Profile

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Poland

Poland

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SSC FLSmidth MAAG Gear AG Stoczniowa 2 82-300 Elbląg Tel.: +48 55 236 47 30 Business type: SSC Sectors covered: FLSmidth MAAG Gear is a global leader in high-quality heavy-duty gear units, drive systems and components for the cement, minerals, power and other selected industries Year started: 199 Services:, Logistics/Supply Chain, Biuro Techniczne i Logistyczne Full time employees: 100+ Management/Contact: Artur Leonowicz Tel.: 55 236 47 30 mge@flsmidthmaaggear.com

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InfoPower Sp.z o.o.

Stoczniowa 2 82-300 Elbląg Business type: BPO Year started: 2000 Services:, IT; IT - ERP Center; HR - personal services; Finance Full time employees: 40 Management/Contact: Jacek Makarewicz Tel.: 55 236 46 49 infopower@infopower.pl Jerzy Olszewski Tel.: 55 236 46 11 infopower@infopower.pl Gdańsk Acxiom Information Technology Gdańsk Business type: BPO-IT Year started: 2007 Services:, IT Full time employees: 120 Notes: Ranked in the top 3 for mainframe outsourcing by a leading analyst firm, and have consistently appeared on the Gartner Magic Quadrant for Data Center Outsourcing. Also been recognized in the InformationWeek 500 for technology innovation for ten consecutive years – most recently ranking #16 out of 500 companies.

Arla Foods - Global Financial Service Centre Centrum Biurowe Neptun, ul. Grunwaldzka 103A 80-244 Gdańsk Tel.: 58 763 84 00 Business type: GBS Sectors covered: Other Global HQ location: Aarhus, Viby in Denmark Year started: 2008 Services: F&A, HR, Global Master data, Indirect procurement, tax, internal control Countries served: Global Full time employees: 300 Expansion plans: develop the multi functional growth agenda Management/Contact: Marcin Tchorzewski Tel.: 48667760152 marcin.tchorzewski@arlafoods.com Anton Blokland Tel.: +45 87 33 27 55 anton.blokland@arlafoods.com

Asseco Gdańsk Business type: ITO Services:, IT Full time employees: 1000

Services:, Nearshore delivery capabilities with new skills and services in technology consulting and software outsourcing.

Management/Contact: Michal Lisiecki, Site Manager, Gdansk

SSC Bayer Shared Service Centre Gdańsk Al. Grunwaldzka 472 80-309 Gdańsk Tel.: + 48 22 572 35 16 Business type: SSC Year started: 2013 Services: F&A, General Ledger, Asset Accounting, Accounts Payables and Receivables, and Travel Expenses.

Countries served: 20 different Central and Eastern European countries, including Germany, Russia and the Nordic countries.

Full time employees: 300+ Management/Contact: Remigiusz Wojciechowski, Director of the Shared Service Center Gdańsk Tel.: 58 772 90 01 remigiusz.wojciechowski@bayer.com Christophe Dumont, President of Bayer Sp. z o.o.

SSC First Data Global Services Ltd Gdańsk Tel.: +48 22 515 31 00 Business type: SSC Year started: 2007 Services: F&A, Finance, SCM, IT, PM, HR Full time employees: 160+ Management/Contact: Janusz Diemko – President of the Board

Cognizant Gdańsk Business type: BPO Global HQ location: India Year started: 2015 Competence Call Center Sp. z o.o.

Al. Grunwaldzka 472 80-309 Gdańsk Business type: BPO Sectors covered: Business Services Global HQ location: CCC Holding GmbH, Vienna, Austria Year started: 1998 Services:, Customer Support, Call Center Countries served: EMEA Full time employees: more than 5.000 Expansion plans: CCC is a growing company expanding every year on the European market.

Management/Contact: Christian Legat Tel.: +49 30 520025555 Christian.Legat@yourccc.com Maria Hoffrichter-Zanetti Tel.: +43 1811227755 Maria.Hoffrichter-Zanetti@yourccc.com SSC ENERGA Centrum Usług Wspólnych Gdańsk Tel.: +58-778-8325 Business type: SSC Sectors covered: energy Year started: 2011 Services: F&A, HR, Logistics/Supply Chain, F&A, HR, Procurement Full time employees: 330 Management/Contact: Artur Chmura, Prezes Zarządu Tel.: +48 58 771 86 01 Marcin Binias, Director, Business Controlling (oversight of SSC) EPAM Systems Gdańsk Tel.: +48 12 222 02 02 Business type: BPO Sectors covered: software engineering.

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SSC Flugger ul. Rakietowa 20A 80-298 Gdańsk Tel.: +48 58 340 28 00 Business type: SSC Sectors covered: Paints and coatings Global HQ location: Denmark Year started: 2012 Services: F&A, IT Services, HR, Logistics/Supply Chain, F&A, IT, HR, Procurement Full time employees: 100+ General Electric Gdańsk Year started: 1992 Services:, R&D Full time employees: 40 Goyello Gdańsk Business type: BPO Year started: 2006 Full time employees: 60 Notes: full service Agile Software Solution Provider with over 80 employees, working in 3 offices, both in The Netherlands and in Poland (Gdańsk and Koszalin).

Management/Contact: Peter Horsten Gratka Technologie Gdańsk Year started: 2009 Services:, IT Full time employees: 200 SSC Hempel Gdańsk Business type: SSC Year started: 2010 Services: F&A, F&A, IT Full time employees: 50 HK Finance&Accounting Gdańsk Year started: 2005 Services:, Finance and accounting Full time employees: 50 IBM Gdańsk Year started: 2009 Services:, Consulting, application services, IT Full time employees: 100 Implix Gdańsk Year started: 2007

2015

Poland Services:, IT Full time employees: 180 Intel Technology Poland Gdańsk Year started: 1998 Services:, IT Full time employees: 1000

and Outsourcing Directory

Intitec Gdańsk Business type: ITO Global HQ location: France Year started: 2015

CEE Shared Services

46

Jeppesen by Boeing Gdańsk Year started: 1998 Services:, IT Full time employees: 200 SSC Kemira Grunwaldzka 411 80-309 Gdańsk Business type: SSC Year started: 2013 Services: F&A, IT Services, Customer Support, process optimization, centralization, and improved cross-functional collaboration for transactional activities in customer service, finance, procurement and IT. Full time employees: 150+ Management/Contact: Arkadiusz Rochowczyk, Managing Director & Head Business Service Center EMEA arkadiusz.rochowczyk@kemira.com Lufthansa Systems Gdańsk Business type: ITO Year started: 1998 Services:, IT Full time employees: 350+ Marine Technology Centre Co. Gdańsk Year started: 1971 Services:, R&D Full time employees: 100 Meritum Bank Gdańsk Year started: 2008 Services:, Finance Full time employees: 760 SSC Metsa Group SSC (MG Financial Shared Service Centre) Gdańsk Business type: SSC Sectors covered: forest industry group Global HQ location: Finland Year started: 2012 Services: F&A, The Financial Shared Service Centre works in tight collaboration and cooperation with Metsä Group functions in Finland, especially with Metsä Group Finance Process owners and process specialists in Finance Centre of Excellence.

Full time employees: 165+ Management/Contact: Vest-Pekka Takala, Financial Director, Metsa Group

SSC MOL Gdańsk Business type: SSC Global HQ location: Japan Year started: 2015 Services: F&A Nearshoring Solutions Ul. Lęborska 3b lokal 3.22 80-386 Gdańsk Tel.: 58 731 67 80 Business type: ITO Global HQ location: Holland Year started: 2012 Services:, IT - design of IT systems and business consulting.

Countries served: Europe and in Africa.

Full time employees: 80+ Management/Contact: Ad Rietberg Jacek Sałek

Services:, F&A Full time employees: 70 Qtravel Gdańsk Year started: 2013 Services:, CC Full time employees: 60 Schibsted Tech Gdańsk Business type: ITO Global HQ location: Norway Sigarden Gdańsk Year started: 2008 Services:, R&D Full time employees: 20

OIE Support Gdańsk Business type: Call Center Year started: 2012 Services:, CC Full time employees: 130

Sii al. Grunwaldzka 472 80-309 Gdańsk Business type: BPO Year started: 2008 Services:, IT; inżynieria przemysłowa Full time employees: 450 Management/Contact: Gregoire Nitot Tel.: 22 486 37 37 informacja@pl.sii.eu Michael Desmurs Tel.: 58 32 17 800 informacja-gdansk@pl.sii.eu

OKE Poland Gdańsk Year started: 1996 Services:, IT Full time employees: 70

SMT Software Gdańsk Business type: ITO Global HQ location: Poland Year started: 2015

PBP ENAMOR Gdańsk Year started: 1989 Services:, R&D Full time employees: 20

SSC Staples Gdańsk Business type: SSC Year started: 2015 Services: F&A, IT Services Management/Contact: Luc Vranken, Site Director

Nordea Bank Poland Gdańsk Year started: 1991 Services:, F&A, IT Full time employees: 570

Powel Gdańsk Business type: ITO Global HQ location: Norway Year started: 2015 SSC PWC Polska - Advisory Center of Excellence Gdańsk Business type: SSC (hybrid) Sectors covered: Banking and Insurance Global HQ location: Warsaw Year started: 2015 Services:, Data Analytics, Financial Crime Prevention Operations, Project Management Office Support Countries served: Global Full time employees: 50 Expansion plans: 250 FTE Management/Contact: Damian Kalinowski damian.kalinowski@pl.pwc.com Magdalena Barwicka magdalena.barwicka@pl.pwc.com PZU Gdańsk Year started: 2010

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Stefanini Gdańsk Year started: 2012 Services:, IT Full time employees: 30 Synopsys Gdańsk Year started: 2001 Services:, IT Full time employees: 100 SSC Thyssen Krupp Group Services Gdańsk Gdańsk Business type: SSC Global HQ location: Germany Year started: 2015 Services: F&A TIM Call Center Gdańsk Year started: 2012 Services:, CC Full time employees: 100

2015

Poland

UTC Fire& Security Gdańsk Year started: 2002 Services:, R&D Full time employees: 77 Willis Gdańsk Sectors covered: insurance Year started: 2010 Services:, F&A Wipro BPO Gdańsk Year started: 2012 Services:, IT Full time employees: 30 Young Digital Planet Gdańsk Year started: 1990 Services:, IT, R&D Full time employees: 500 Zensar Technologies Gdańsk Year started: 2007 Services:, IT Gdynia ADVA Optical Networking Gdynia Business type: R&D Year started: 2003 Services:, R&D Full time employees: 200 Notes: The 24x7 requirement for network connectivity drives ADVA. We employ 1,400 professionals around the globe who have developed an understanding that networks must enable always-on applications.

Geoban ul. Łużycka 6 B Gdynia Tel.: + 48 58 760 68 03 Business type: BPO Year started: 2007 Services:, BPO, F&A. Banking operations - Santander group shared services. Manages transactions conducted by the Group’s banks and financial institutions in the countries where it operates.

Full time employees: 500 Management/Contact: Dariusz Bazeli, General Manager Piotr Michnej, Operations Manager PPG Coating Poland LTD Gdynia Year started: 2012

2015

SSC Sony Pictures Entertainment Łużycka 6C 81-537 Gdynia Tel.: (58) 667-82-00 Business type: SSC Sectors covered: Media and Telecom Global HQ location: Los Angeles Year started: 2010 Services: F&A, IT Services, HR, Data Analytics Countries served: EMEA Full time employees: 180 Management/Contact: Michał Gryglewski Tel.: 586678001 michal_gryglewski@spe.sony.com Mickey Corcoran, Senior Vice President, Global Business Services in LA. Star Reefers Poland LTD Gdynia Year started: 2011 Services:, Logistics Full time employees: 30 SSC Thomson Reuters Śląska 23/25 81-980 Gdynia Tel.: 58 699 46 00 Business type: SSC Year started: 2005 Services:, IT Services, Data Analytics, Centre of Exellence. Specializes in turning global financial data into concise English. And global IT support.

Full time employees: 1000+ SSC Unifeeder ul. Sportowa 8, building B 81-300 Gdynia Tel.: 48 583 500 705 Business type: SSC Sectors covered: Transportation/Trucking/Railroad Services:, Logistics/Supply Chain, Shortsea Services provide European customers with fully multimodal and flexible door-to-door solutions, combining seaborne transportation with road and/or rail.

Management/Contact: Michal Wykowski, Country Manager Poland, Estonia, Latvia, Lithuania WNS Global Services Gdynia Business type: BPO Year started: 2012 Services:, WNS facility in Gdynia caters to global clients across Europe and Asia, with a focus on German, Russian and Scandinavian language capabilities. Delivers F&A, Contact Center and Research & Analytics services across a wide range of industries.

Full time employees: 100+ Management/Contact: Krzysztof Herdzik, General Manager Head of Polish Operations Gliwice Future Processing ul. Bojkowska 37a 44-100 Gliwice Business type: BPO

Sectors covered: High Tech Global HQ location: Gliwice Year started: 2000 Services:, IT Services, Data Analytics, software development Countries served: Global Full time employees: 670 Expansion plans: reach new markets and grow Management/Contact: Jarosław Czaja jczaja@future-processing.com SSC General Motors Gliwice Business type: SSC Services: F&A Full time employees: About 100 SSC Ista Shared Services ul. Bohaterów Getta Warszawskiego 9 – Gliwice 44-100 Gliwice Tel.: 32 339 71 50 Business type: SSC Sectors covered: international service leader of energy and water consumption management.

Year started: 2006 Services:, CS, F&A Full time employees: 1000+ Management/Contact: Tomasz Bazga – President of the Board Tel.: 502 491 700 tomasz.bazga@ista.pl Pregis Gliwice Year started: 2008 Services:, Finance; Accounting SSC Full time employees: More than 100 SSC Tauron Gliwice Tel.: +48 32 606 0 606 Business type: SSC Year started: 2008 Services: F&A, IT Services, HR, Customer Support, 4 SSC centres: F&A (Centrum Usług Wspólnych Rachunkowość); IT (Centrum Usług Wspólnych IT); Payroll/HR (Centrum Usług Wspólnych HR); Cilent Contact (Centrum Usług Wspólnych Obsługa Klienta) Full time employees: 500+ Management/Contact: Dariusz Lubera, President of the Board, TAURON Polska Energia S.A Katowice 4EverNET Sp. z o.o.

Katowice Business type: CC Year started: 2002 Services:, CS Full time employees:<100 Management/Contact: Marta Kozakowska-Kędzierska – Managing Director wspolpraca@4en.com.pl Sebastian Matysiak – Director of Operations Aldec ADT ul.Widok 23 40-118 Katowice Tel.: +48 32 201 0880 Business type: ITO

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and Outsourcing Directory

UST-Global Gdańsk Business type: ITO Global HQ location: USA Year started: 2015

Services:, CC Full time employees: 40

47 CEE Shared Services

Transcom Gdańsk Business type: Contact center Year started: 2007 Services:, Contact center Full time employees: 800

Poland Notes: Aldec-ADT is a manufacturer of modern software designed for IC design FPGA and ASIC.

and Outsourcing Directory

Arinso People Services Sp. z o.o.

Katowice Business type: BPO Year started: 2006 Services:, HR; SSC Full time employees: 86 Management/Contact: Andrzej Gadaj

CEE Shared Services

48

Asseco Poland S.A. Katowice Business type: ITO Year started: 2007 Services:, IT Services Full time employees: 350 Management/Contact: Adam Góral - President of the Board Tel.: 22 574 86 00 Przemysław Borzestowski - Vice President of the Board Asseco Systems Katowice Business type: ITO Year started: 1994 Services:, R&D Full time employees: About 44 Barona ICT Services Poland SP z.o,o Katowice Business type: ITO Sectors covered: Business Services Global HQ location: Helsinki, Finland Year started: 2012 Services:, IT Services Countries served: PAN - EUROPE Full time employees: 80 Expansion plans: 150 FTE/2016 Management/Contact: Panu Tuomela, Vice President, Barona ICT Services Poland Tel.: +358 50 4923746 panu.tuomela@barona.fi Bombardier Transportation Katowice Business type: R&D Year started: 2001 Services:, R&D Full time employees: 100-250 Management/Contact: Janusz Kućmin - Chief Country Representative Tel.: 22 596 51 20 COIG S.A ul. Mikołowska 100 40-065 Katowice Management/Contact: Paweł Kuch – President of the Board Tel.: 32 757 33 50 Comarch Katowice Business type: ITO Year started: 2007 Services:, BPO; ITO; Outsourcing IT services; Software & hardware support Full time employees: 170 Management/Contact: Janusz Filipiak - President of the Board Tel.: 42 288 30 00

Piotr Piątosa - Vice President of the Board Contact Center Katowice Business type: CC Year started: 1999 Services:, CS Full time employees: 500-1000 Management/Contact: Jakub Kłoczewiak - President of the Management Board Delloitte BPO Katowice Business type: outsourcing Year started: 2008 Services:, F&A, HR Full time employees:<100 Management/Contact: Maria Rzepnikowska – Chairman Marek Metrycki – Partner Zarządzający DisplayLink Katowice Business type: R&D Year started: 2008 Services:, R&D Full time employees:<100 Management/Contact: Mariusz Tomaka – President of the Board Tel.: 32 721 84 00 mariusz.tomaka@displaylink.com Eniro Polska Katowice Business type: Call Center Year started: 2001 Full time employees: 100+ Management/Contact: Bożena Chmielarczyk – CEO Tel.: 22 289 20 00 Ericsson GSDC Katowice Business type: ITO Year started: 2009 Services:, IT Full time employees: 100-250 Ernst&Young Katowice Business type: BPO Year started: 1992 Services:, BPO, F&A, HR Full time employees: 100+ Management/Contact: Jacek Kędzior - Managing partner of the EY Tel.: 22 557 70 00 SSC Eton Park Capital Management/Ruch Katowice Business type: SSC Full time employees: 300+ Management/Contact: Igor Chalupec Generali Katowice Business type: Call center Year started: 2011 Services:, CS Full time employees:<100

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Grupa Żywiec Katowice Tel.: 32 317 00 00 Business type: Call Center Year started: 2011 Services:, CS Full time employees: 250-500 Management/Contact: Tel.: 22 537 60 00 HireRight Poland Sp. z o.o.

Katowice Business type: BPO Year started: 2004 Services:, CS, HR, Other Full time employees: 250-500 IBM ul. Francuska 36; bud. B 40-028 Katowice Business type: GBS Sectors covered: High Tech Global HQ location: Warsaw Year started: 2013 Services:, IT Services Countries served: Global Expansion plans: Further employment.

Management/Contact: Michał Tłaczała Tel.: 48-71-760-2740 michal.tlaczala@pl.ibm.com Izabela Olszewska Tel.: 48-601-38-7979 Izabela.Olszewska@pl.ibm.com IBM Katowice Business type: ITO Year started: 2013 Services:, IT, HR, CS Management/Contact: Ales Bartunek - General Director for Poland and Baltic States Tel.: 22 366 35 69, 32 357 63 12 bartunek@pl.ibm.com SSC ING Services Poland ul. Owsiana 66 40-780 Katowice Business type: SSC Year started: 2003 Services:, IT Services, ING Services Polska provides IT services to the entities within ING Group throughout the world by exploiting the potential of the data centre in Katowice. Our services include hosting, remote management and IT security.

Management/Contact: Magdalena Nowicka, CEO isp@ingservicespolska.pl IT4Q Katowice Year started: 2008 Services:, BPO, ITO Full time employees: 15 Management/Contact: Wojciech Marciniak – Member of the Board Tel.: 32 700 78 00 Jcommerce ul. Tadeusza Kościuszki 227 40-600 Katowice Management/Contact:

2015

Poland

Kroll Ontrack ul. Jana III Sobieskiego 11 40-082 Katowice Business type: R&D, ITO Year started: 2004 Services:, IT, R&D Full time employees: 100+ Maksimum Katowice Business type: Call center Year started: 2008 Services:, CS Full time employees: 100-250 SSC Mentor Graphics Katowice Business type: SSC, R&D Year started: 2005 Services:, R&D, F&A Full time employees: 250-500 NGA HR Katowice Business type: BPO Year started: 2003 Services:, HR (payroll process outsourcing) Full time employees:<100 Oracle Katowice Business type: ITO, Technical Solution Center Year started: 2012 Services:, IT, CS Full time employees:<100 Orange Katowice Business type: Call Center Year started: 2004 Services:, CS Full time employees: 500+ SSC Poczta Polska Katowice Business type: SSC Year started: 2012 Services: F&A, CS, DM Full time employees: 500+ Management/Contact: Jerzy Jóźkowiak – President of the Management Board

SSC PwC Service Delivery Center Poland Katowice Business type: SSC Sectors covered: Other Global HQ location: London, Frankfurt, Warsaw Year started: 2009 Services: F&A, HR, Support activities for PwC Lines Of Service Countries served: PAN - EUROPE Full time employees: 750 Management/Contact: Paweł Mleczko Tel.: 519507623 pawel.mleczko@pl.pwc.com SSC Rockwell Automation - Global Finance Operations Katowice Business type: SSC Sectors covered: global automation giant Global HQ location: Wisconsin, USA Year started: 2012 Services: F&A, IT Services, HR, Customer Support, Global Finance Operations (GFO) operates the accounting processes Rockwell Automation units in the EMEA region. Extension activities under the current accounting processes and the introduction of new processes.

Full time employees: 250-500 Notes: Rockwell Automation in Poland has 3 locations with different business profiles: Warsaw, where there is a Sales Office along with the Department of Technical Customer Support; Katowice has the Shared Services Center, Manufacturing Center and Software Development Center; Gdańsk, with a department of Propulsion Systems Engineering and Production Department.

Management/Contact: Sławomir Szpak, EMEA Operations Director Sii Słowackiego 13 40-093 Katowice Business type: 1 Year started: 2014 Services:, IT; Inżynieria przemysłowa Full time employees: 20 Management/Contact: Gregoire Nitot Tel.: 22 486 37 37 informacja@pl.sii.eu Krzysztof Danilewicz Tel.: 723 100 752 informacja-katowice@pl.sii.eu Sine Qua Non Centrum Telemarketingu Katowice

Possible Polska Katowice

SSC SMS Metallurgy Katowice Business type: SSC Year started: 2014

Proximetry Katowice Business type: R&D, ITO Year started: 2006

Steria Katowice Business type: ITO Year started: 2007

2015

Services:, IT Full time employees: 1000+ Management/Contact: Bruno Boquet, Dierctor Steria Polska SSC Tauron Katowice Tel.: +48 32 606 0 606 Business type: SSC Year started: 2008 Services: F&A, IT Services, HR, Customer Support, 4 SSC centres: F&A (Centrum Usług Wspólnych Rachunkowość); IT (Centrum Usług Wspólnych IT); Payroll/HR (Centrum Usług Wspólnych HR); Cilent Contact (Centrum Usług Wspólnych Obsługa Klienta) Full time employees: 500+ Management/Contact: Dariusz Lubera, President of the Board, TAURON Polska Energia S.A SSC TELE-FONIKA Kable Katowice Business type: SSC Year started: 2012 Services: F&A, F&A, CS Full time employees: 250 Management/Contact: Ryszard Pilch – President of the Board Teleperformance (Germany) Katowice Business type: Contact Center Year started: 2014 Full time employees: 250 Tenneco Katowice Full time employees: 200+ Timken Katowice Sectors covered: a $2.5 billion international manufacturer of highly engineered bearings and alloy steel SSC Unilever Katowice Business type: SSC Year started: 2008 Services: F&A, F&A, CS, other Full time employees: 250-500 Management/Contact: Harm Goossens, President of the Unilever CEE, Unilever Poland UPC Katowice Business type: Call Center Year started: 2008 Services:, CS Full time employees: 250 Management/Contact: Christopher F. Biedermann, Financial Director UPC Poland Warta Katowice Business type: CC Year started: 2009 Services:, CS Full time employees:<100 Webanywhere Katowice

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SSC Katowicki Holding Węglowy Katowice Business type: SSC Year started: 2012 Services: F&A, IT Services, HR, Customer Support, F&A, HR, IT, CS Management/Contact: Roman Łój – President of the Board Tel.: 32 757 30 69 poczta@khw.pl

Services:, IT, R&D Full time employees:<100 Management/Contact: Mirosław Ossysek - General Manager of Proximetry Poland

49 CEE Shared Services

Piotr Zyguła – President of the Board Tel.: 32 201 15 32

Poland Business type: ITO Year started: 2012 Services:, IT Full time employees:<100 Wincor Nixdorf Katowice Business type: R&D Year started: 2011 Services:, IT Full time employees:<100 Management/Contact: Mirosław Janik – President of the Board Tel.: 22 572 42 00/01 Poland@wincor-nixdorf.com

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ZETO Katowice Katowice

CEE Shared Services

50

Kielce Altar Sp. z o.o.

Kielce Year started: 1990 Services:, IT outsourcing Full time employees: 71 Management/Contact: Dariusz Borek – President BC&O Polska Kielce Year started: 2001 Services:, Outsourcing of broadly defined administrative services Full time employees: 65 Management/Contact: Mirosław Sroka - President of the Board Tel.: 41 367 80 03 Biurex Kielce Business type: BPO Year started: 1991 Services:, Financial and accounting, HR and payroll services Full time employees: 40 Call Center Inter Galactica Sp. z o.o.

Kielce Year started: 2002 Services:, Outsourcing of sales force and call center services Full time employees: 500÷1000 Management/Contact: Pavlo Polishchuk - Project Manager Tel.: 514 222 201 pavlo.polishchuk@ccig.pl CenterIT Sp. z o.o.

Kielce Year started: 2007 Services:, IT Full time employees: 5 Centrum Systemów Komputerowych ZETO SA Kielce Year started: 2002 Services:, IT Full time employees: 70 Impel Business Solutions - Kielce Kielce Services:, Financial and accounting, HR and payroll services

Full time employees: 8 (locally in Kielce) INFOVER Kielce Business type: ITO Sectors covered: Other Global HQ location: Kielce Services:, IT Services, Call Center, software and hardware support, outsourcing it services Countries served: Global Management/Contact: Anna Salamon anna.salamon@infover.pl Medicover - Kielce Kielce Business type: Call Center Year started: 2007 Services:, Outsourcing of sales force and call center services Full time employees: approx. 100 Lublin Asseco Business Solutions Lublin Business type: ITO Services:, IT BZ WBK Lublin

SSC Orange Polska Accounting Operations Centre Lublin Business type: SSC Sectors covered: Telecoms Services: F&A, Supporting Orange Group accounting activities in Poland.

Full time employees: 250+ Management/Contact: Michal Wierzbowski, Director of Shared Service Centre Sii Szeligowskiego 8 20-883 Lublin Business type: BPO Year started: 2013 Services:, IT; inżynieria przemysłowa Full time employees: 40 Management/Contact: Gregoire Nitot Tel.: 22 486 37 37 informacja@pl.sii.eu Artur Palac Tel.: 76 745 01 10 informacja-lublin@pl.sii.eu Sollers Consulting Lublin Syntea Business Solutions Lublin

Centrum Obsługi Klienta Detalicznego PKO BP Lublin

Łódź

Comarch Lublin Business type: ITO Services:, IT

ABB Łódź Business type: ITO Services:, IT centre

Convergys Lublin Tel.: 695 230 235.

Business type: Call Center/BPO Sectors covered: world-class customer management firm made up of 125,000 employees working in more than 150 service centers and 31 countries.

Year started: 2014 Full time employees: 300+

Accenture Łódź Business type: BPO Year started: 2005 Services:, IT Full time employees: 100+

Genpact Poland Sp. z o.o.

Witosa 16-18 20-315 Lublin Business type: BPO Year started: 2008 Services:, F&A; OTC; STP Full time employees: 200+ Management/Contact: Calin Avram Tel.: +407 263 455 26 calin.avram@genpact.com Pascal Henssen Tel.: 44 777 083 2648 pascal.henssen@genpact.com Open Finance CC Lublin Business type: Call Center Orange Customer Service Lublin Business type: Call Center Services:, Customer Support, Call Center

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AgreeYa Mobility ul. Dubois 114/116 93-465 Łódź Tel.: 42-288-48-48 Business type: ITO Global HQ location: Mountain View, CA Services:, IT centre Notes: AgreeYa Mobility is one of the pioneers in creating secure mobility solution, and continuously develops new innovations—innovations that fuel our passion for security, manageability, scalability and usability. Global engineering and delivery centers based out of USA, Canada, India, China, and South Korea. We cater to an elite wagon of clientele, including the Fortune 500, across the globe and are strategic partners for their businesses.

AMG.lab Sp. z o.o. Łódź Year started: 2011 Services:, IT and software programming Full time employees: 150 AMG.net Łódź Services:, Design & development of IT solutions

2015

Poland

and Outsourcing Directory

SSC Atos Origin Support Services ul. Gdańska 47 90-729 Łódź Tel.: (42) 291-70-00 Business type: SSC Services: F&A, Finance and accounting Full time employees: 200+ Notes: IT outsourcer ACS has 3 years left on a seven-year contract with Atos Origin for a full suite of finance and accounting services.

ACS bases the function from Lodz, and provides services to sites in France, the UK, Germany, Belgium, the Netherlands and Luxembourg.

The operation is supported by 150 full-time Atos Origin employees Management/Contact: Michel-Alain Proch, Group CFO

CEE Shared Services

52

Bank Pekao SA Łódź Business type: Call Centre Services:, Back-office, call centre Full time employees: 300 BMS Łódź Business type: BPO Services:, IT, R&D BRE Centrum operacji Łódź BSH Łódź Year started: 2007 Services:, R&D, IT Full time employees: 50 BSS - Business Support Solution S.A. Łódź Year started: 2010 Services:, Finanse i księgowość Full time employees: 332 Cardif Services Łąkowa 11 90-554 Łódź Business type: Call Center Sectors covered: bank assurance Year started: 2007 Services:, Finance, accounting, call centre Full time employees: 200+ CERI International Sp. z o.o. Łódź Business type: BPO Year started: 2003 Services:, Business process outsourcing (BPO), Customer support services (contact center, claims), Services activation and administration, Receivables and payments services, Document management (scanning, archiving) Comarch S.A. Łódź Business type: ITO Year started: 2006 Services:, IT Full time employees: 200 Cybercom Poland ul. Dowborczyków 25 90-019 Łódź Tel.: +48 (0)22 355 21 70

Business type: ITO Sectors covered: Telecoms, industry, public sector, commerce and media.

Global HQ location: Stockholm Services:, IT and communications technology consulting Notes: Cybercom is a Swedish IT consulting company that was founded in 1995, and has been listed on the NASDAQ Stockholm exchange since 1999.

IT and communications technology consulting Management/Contact: Marcin Siech, Head of Cybercom Poland marcin.siech@cybercom.com SSC Dalkia Services Łódź Business type: SSC Year started: 2006 Services: F&A, IT Services, HR, Finances (AP, AR), Invoicing, HR&payroll, IT, Risk Management & Insurance Full time employees: 300+ (both offices Łódź & Poznań) DHL Express Łódź Year started: 2007 Services:, Call centre Full time employees: 300 Dimar Łódź Tel.: +48 42 253-89-02 Business type: Call Center Services:, Call centre Full time employees: 150+ Management/Contact: Jasja van der Veen, General Manager Ericpol Sp. z o.o. ul. Sienkiewicza 175 90-363 Łódź Tel.: 42 6642500 Business type: ITO Sectors covered: High Tech Global HQ location: Łódź Year started: 1991 Services:, IT Services Countries served: Western Europe Full time employees: 2200 Management/Contact: Jan Smela Faurecia Łódź Business type: IT Year started: 2014 Services:, help desk Full time employees: 50+ SSC Fujitsu Global Delivery Centre Łódź ul. Fabryczna 17; Textorial Park| 90-344 Łódź Business type: SSC Sectors covered: leading Japanese information and communication technology (ICT) company offering a full range of technology products, solutions and services.

Global HQ location: Japan Year started: 2009 Services: F&A, offering full scope of IT Services: Service Desk, RIM and R&D for our global Customers and internal Fujitsu teams. In 2013 Fujitsu extended their capabilities in GDC Łódź by launching the Remote Infrastructure

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Management (RIM) area. The extension of our services in Łódź entails also the introduction of Research & Development (R&D) area.

Countries served: PAN - EUROPE Full time employees: 85 Languages spoken: 15 different languages (English, German, French, Dutch, Portuguese, Spanish, Russian, Polish, Hungarian, Italian, Turkish, Slovenian, Greek, Ukrainian, and Finnish).

Expansion plans: 60 Management/Contact: Dave Deane Tel.: 665404310 Dave.Deane@ts.fujitsu.com GE Power Controls Łódź Year started: 2004 Services:, Finance, accounting Full time employees: 55 GFT Poland Sterlinga 8a 91-425 Łódź Business type: ITO Sectors covered: Banking and Insurance Global HQ location: Łódź Year started: 2008 Services: F&A, IT Services, HR, Customer Support Countries served: Global Full time employees: 550 Expansion plans: 200 Management/Contact: Piotr Kania Piotr.Kania@gft.com Infosys BPO Poland Sp. z o.o. Łódź Business type: BPO Sectors covered: Business Services Global HQ location: Electronics City, Bangalore, Karnataka, India Services: F&A, IT Services, HR, Data Analytics, Logistics/Supply Chain, Customer Support, Call Center Countries served: Global Management/Contact: Krystian Bestry, Head EMEA BPO Services, VicePresident Infosys BPO Ltd. Tel.: + 48 42 278 1878 Agnieszka Jackowska - Durkacz agnieszka_jackowska@infosys.com Intergraph Łódź INTERsoft Łódź Year started: 1997 Services:, IT Full time employees: 70 Mbank Łódź Business type: Call Center Year started: 2001 Services:, Call center, Finance and accounting Full time employees: 800 SSC McCormick& Company Łódź Business type: SSC Sectors covered: global leader in spices Year started: 2015

2015

Poland

SSC Nordea Operation Center 20 Marszałka E. Śmigłego-Rydza 93=281 Łódź Business type: SSC Sectors covered: Finance Year started: 2010 Services: F&A Countries served: Part of the Nordea Group, performing services for Scandinavian divisions of the bank.

Full time employees: 700+ Notes: The first office in Łódź was opened in November 2010, and the second one in June 2014. Moreover, one of the teams works in an office in Gdynia, which was opened in November 2012.

Management/Contact: Marcin Kaczmarek, Team Leader Orange Łódź Business type: ITO Year started: 2003 Services:, IT Services Full time employees: 300 SSC PGE Obrot Łódź Business type: SSC Sectors covered: electrical power Year started: 2014 Full time employees: 120 SSC Philips Łódź Tel.: +48 67 35 13 000 Business type: SSC Year started: 2003 Services: F&A, IT Services, HR, Customer Support, Purchase Center Full time employees: 70 Notes: Philips has 4 Shared Services Centers: Philips People Services Center Europe (PPSC) based in Piła, Procurement Shared Services Center (PSSC) based in Łódź, Philips Finance Operations (FinOps) based in Warsaw and newly created Center of Excellence Finance EMEA (CoEx Finance) based in Pabianice.

Pixel Technology Łódź SSC PKO BP Łódź Business type: SSC Year started: 2014 Services: F&A, SSC Full time employees: 200

2015

Target BPO ul. Wólczańska 241 Łódź Tel.: 42 253 77 00 Business type: BPO Services:, sales support, employment

SSC Prudential Łódź Business type: SSC Year started: 2014 Services: F&A Full time employees: 100 PZU Łódź Services:, SSC

SSC Tate&Lyle SSC ul. Sterlinga 8a 91-425 Łódź Tel.: +48 42 272 46 01 Business type: SSC Sectors covered: Manufacturing Global HQ location: London Year started: 2011 Services: F&A, IT Services, HR, Data Analytics Management/Contact: Miłosz Aleksander, Head of Global Shared Services Milosz.Aleksander@tateandlyle.com

SSC Rule Financial ul. Sterlinga 8a, 91-425 Łódź Business type: SSC Year started: 2007 Services: F&A, IT Full time employees: 50 SSC Sanitec SSC Łódź Business type: SSC Year started: 2014 Services: F&A Full time employees: 25

Tax Care Łódź Business type: BPO Year started: 2013 Full time employees: 700

Sii ul. Piotrkowska 89 90 - 423 Łódź Business type: BPO Year started: 2012 Services:, IT; inżynieria przemysłowa Full time employees: 50 Management/Contact: Gregoire Nitot Tel.: 22 486 37 37 informacja@pl.sii.eu Maciej Topczewski Tel.: 42 239 29 60 informacja-lodz@pl.sii.eu

Technitel Łódź Services:, IT centre

SSC SouthWestern BPS Poland Łódź Business type: SSC Year started: 2007 Services: F&A, HR, Call Center, Finance, Accounting, Administration, CRM, Call Center Full time employees: 200+

TomTom Łódź Year started: 2007 Services:, Centrum Przetwarzania Obrazu Full time employees: 205

Teleca Łódź Year started: 1999 Services:, IT Full time employees: 150 TELMON Łódź Services:, BPO Full time employees: 200+

Symphony teleca Łódź Services:, IT centre T-Mobile Łódź Services:, Back-office, contact centre Full time employees: 700 SSC Takeda Service Centre Europe ul. Sterlinga 8A 91-425 Łódź Tel.: + 48 42 273 20 00 Business type: SSC Sectors covered: pharmaceuticals Services: F&A, HR, focused on providing the bestin-class accounting services for Takeda entities from all over Europe, Canada, the United Arab Emirates, Egypt and South Africa. Services:

Transition Technologies Łódź Business type: IT development Year started: 2006 Services:, IT Full time employees: 130 Notes: Since 1991, Transition Technologies has specialized in providing engineering and software services for the energy and gas market in Poland and in the world.

Management/Contact: Dariusz Lis, Director Unicredito Łódź Year started: 2006 Services:, IT Full time employees: 100+ SSC UPS Global Business Services (GBS) Łódź

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and Outsourcing Directory

Mobica Łódź Year started: 2007 Services:, IT Full time employees: 70

Accounting & Reporting, AP, Master Data, Procurement, Project Management, T&E, HR Management/Contact: Jacek Slomczynski, Prezes

Polkomtel Łódź Year started: 2003 Services:, Call Centre Full time employees: 370

53 CEE Shared Services

Services: F&A Full time employees: 100+ in 2015 Languages spoken: Portugese, Spanish, French,English Notes: McCormick entered Poland via acquisition of leading Polish spices firm Kamis.

Management/Contact: Kari Lamont, Director, Global Business Process Services and EMEA Shared Service Center Head

Poland

and Outsourcing Directory

Business type: SSC Year started: 2014 Services: F&A, IT Services, Customer Support, GBS is a UPS division which provides shared international services, including information services, customer service, and accounting. The company will ultimately employ more than 900 people at both GBS sites combined.

Full time employees: 316 Notes: UPS opened its first GBS center in Poland in Wroclaw in 2006, where more than 600 people are employed today.

Management/Contact: John Hampton, HR Director – U.S./Americas - UPS | Global Business Services Larry Darrow, President, UPS Global Business Services

CEE Shared Services

54

Virtual Viewing Łódź Warta Insurance Group Łódź Year started: 2004 Services:, Vindication centre Full time employees: 60 Xerox Services (ACS Solutions Sp. z o.o.)

Ul. Gdanska 47/49 Łódź Tel.: +48-422917000 Business type: BPO Year started: 2001 Services:, Finance and accounting Full time employees: 150 ZETO Łódź Services:, IT centre SSC Clariant Kolorowa 14 Zgierz Tel.: 42 714 02 00 Business type: SSC Full time employees: 150+ Olsztyn Centrum Rozliczeniowe Banku CITI Handlowego Olsztyn Orange Olsztyn Business type: Call Center Services:, Call center Transcom Worldwide Poland Olsztyn Full time employees: more than 250 Opole Call Center Inter Galactica Sp. z o.o.

Opole Services:, Call center - english, german, russian, ukrainian, czech, italian, spanish Management/Contact: Pavlo Polishchuk - Project Manager Capgemini, Infrastructure Services Opole Year started: 2012 Services:, Service desk

Full time employees: 70 Management/Contact: Daniel Habrat Daniel.habrat@capgemini.com

Management/Contact: Tim Oldenburg, Operations Director Tel.: 48502918248 tim.oldenburg@centurylink.com

Piła

Ciber Poznań Business type: ITO Year started: 2010 Services:, Managing technical support; IT infrastructure; Monitoring; Web operations; Application services Full time employees: 80 Management/Contact: Piotr Sawiński - Poznań Center Manager office.poznan@ciber.com

Phillips Piła Services:, R&D Poznań SSC ADM Poznań Business type: SSC Year started: 2014 Services: F&A Full time employees: nearly 250 Allegro (QXL) Dział Badań i Rozwoju Poznań Business type: R&D

Cleenq Poznań Business type: R&D Year started: 2014

SSC BRIDGESTONE EBS Poznań Business type: SSC Year started: 2011 Services:, Finance; Accounting; Tax Full time employees: 110 Management/Contact: Karol Wawrzynowski – Director

SSC Dalkia Services Poznań Tel.: 61 829 92 10 Business type: SSC Year started: 2006 Services: F&A, IT Services Full time employees: 220 (in both offices - Poznan & Lodz) Management/Contact: Agata Mazurek-Bak

SSC Carl Zeiss Poznań Tel.: +48 61 62 68 600 Business type: SSC Sectors covered: manufacturing optical equipment Global HQ location: Germany Year started: 2012 Services: F&A Management/Contact: Patricia Silva, Director Tel.: 61 820 93 60 Dr. Andreas Mohr, MD

SSC DFDS Polska ul. Roosevelta 18 60-829 Poznań Tel.: +48 61 658 9010 Business type: SSC Sectors covered: Northern Europe’s largest shipping and logistics company.

Services: F&A Full time employees: 150+ Management/Contact: Krzysztof Luty, Director Torben Carlsen, Group CFO

SSC Carlsberg Accounting Service Center Małe Garbary 9 61-756 Poznań Tel.: +48 61 844 11 00 Business type: SSC Sectors covered: world’s fourth biggest global brewer Year started: 2006 Services: F&A, IT Services, Data Analytics, ASC provides accounting services, IT, Master Data, Procurement, Logistics, Planning and Financial Controlling across the Group in Europe.

Countries served: eighteen Carlsberg entities from eleven countries.

Full time employees: 350+ Management/Contact: Larsboye Rasmussen, General Manager

DomData Poznań Business type: ITO

CenturyLink Poland Sp. z o.o.

Plac Andersa 5 61-894 Poznań Business type: ITO Sectors covered: Business Services Global HQ location: Poznań, Poland. Global HQ Monroe, LA, USA Year started: 2012 Services:, IT Services Countries served: North America Full time employees: 85

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SSC Duni Accounting Center Aleje Solidarnosci 46 61-696 Poznań Tel.: +48 61 65 60 700 Business type: SSC Global HQ location: Swedish stock-listed Duni Group Year started: 2005 Services: F&A, Duni AC fills the gap between traditional accountants and large outsourcing companies. Services tailored for medium-sized corporations.

Countries served: 16 countries: Germany, Netherlands, Great Britain, Switzerland, Austria, Sweden, Finland, Norway, Denmark, Poland, Czech Republic, Slovakia, Hungary, Italy, Spain and France.

Full time employees: 50+ Management/Contact: Krister Gullstrom - European Finance Manager Tel.: 61 656 07 11 krister.gullstrom@duni.com SSC ENEA Shared Services Poznań

2015

Poland Business type: SSC Year started: 2014 Full time employees: 1000

and Outsourcing Directory

SSC EXIDE Technologies SSC Sp. z o.o. ul. Gdyńska 31/33 61-016 Poznań Tel.: +48 61 8786434 Business type: SSC Year started: 2012 Services: F&A Management/Contact: Marcin Głogowski, European Project Manager - Finance

CEE Shared Services

56

External Services sp. z o.o.

Poznań Business type: BPO Year started: 2007 Services:, Payroll outsourcing; HR administration outsourcing Full time employees: Over 30 Management/Contact: Piotr Rogala – President of the Board Tel.: 61 827 78 00 Michał Szymaczek – Member of the Board Finnchat Poznań Business type: BPO Sectors covered: online chat Year started: 2014 Full time employees: 50 SSC Franklin Templeton Investments Center Poznań Business type: SSC Sectors covered: One of the world’s largest fund management groups Global HQ location: US Year started: 2007 Services: F&A, The centre offers transfer agent, fund accounting and back office services in terms of investments.

Full time employees: 300 Management/Contact: Krzysztof Bronisz, Vice President Operations Tel.: 61 667 90 16 Kbronis@franklintempleton.de SSC GlaxoSmithKline Global IT Centre Poznań Business type: SSC Year started: 2007 Services:, SSC, Providing IT services for all branches of GSK in the world. Center serves more than 100 countries within the corporation to manage the remote services and IT infrastructure company Full time employees: 200 Management/Contact: Jerzy Toczyski, President of the Board Grace Poznań Year started: 2007 Services:, R&D Grant Thornton A. Baraniaka 88 E 61-131 Poznań Business type: GBS Sectors covered: Business Services Global HQ location: London, England Year started: 1993 in Poland

Services: F&A, HR, Data Analytics, Audit, Tax, Advisory, Outsourcing, Training Countries served: Global Full time employees: 304 in Poland only, over 40 000 globally Management/Contact: Edward Nieboj Tel.: 48693333386 Edward.Nieboj@pl.gt.com Monika Smulewicz Tel.: 48603446692 Monika.Smulewicz@pl.gt.com Holicon Sp. z o.o.

Poznań Year started: 2004 Services:, Call Center; Sales center; IT solutions; Personalized marketing Full time employees: 900 Management/Contact: Marcin Pankau Tel.: 61 664 32 00 marcin.pankau@holicon.pl Holiday Check Poznań Year started: 2011 Services:, R&D SSC IKEA Shared Services Sp z o.o. ul. Antoniego Baraniaka 88 /bud E 61-131 Poznań Tel.: +48 61 630 72 78 Business type: SSC Year started: 2011 Services: F&A, HR, Transactional services in the fields of Finance (accounting and payroll) and HR across IKEA Group.

Full time employees: 300+; will hire approx 50 in 2015 Itelligence Poznań Year started: 1995 Services:, BPO; ITO SSC Jeronimo Martins Polska S.A. Poznań Business type: SSC Year started: 2011 Services: F&A Management/Contact: Kinga Kurlit, Director of Shared Service Centre in Poznań Dorota Sugiero, Director of HR Shared Service Centre in Poznań Kennametal Center Services Poznań Year started: 2010 Services:, Customer Service, Sales. Business partnership for operational management, Credit management (cash collection, customer risk evaluation, payment terms coordination) for regional countries as well as for Benelux countries, Capital expenditures coordination, Managing company financial indicators (including cost of sales, operational expenses and EBIT result) for the region, Upholding all laws and regulations – compliance priority #1, Regional LEAN coordination; Finance; Human Resources; Engineered Solutions; Business support and management reporting for the region,

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Full time employees: 35 Management/Contact: Robert Damaschek – President of the Board robert.damaschek@kennametal.com Kleffmann Poznań Services:, BPO Full time employees: 20 SSC MAN Accounting Center Sp. z o.o.

Marcelińska 90 60-324 Poznań Business type: SSC Sectors covered: Transportation Global HQ location: Germany, Munich Year started: 2006 Services: F&A, Purchasing, Payroll Poland Countries served: Global Management/Contact: Wawrzynowski Karol karol.wawrzynowski@man.eu SSC Mars Poznań Business type: SSC Year started: 2014 Services: F&A SSC McKinsey EMEA Shared Services Malta Office Park, ul. Abpa Antoniego Baraniaka 88 D, budynek E 61-131 Poznań Tel.: 61 842 1000 Business type: SSC Sectors covered: one of the world’s premier management consulting firms. 18,000 employess in 50 countries.

Year started: 2011 Services: F&A, HR, Data Analytics, Customer Support, Finance, Human Resources, Assistant support and Visual Graphics.

Countries served: support for the EMEA region Full time employees: 300+ Management/Contact: Monika Stachowiak Karolina Robak, Human Resources & Payroll Coordinator (Wroclaw) SSC Newell Rubbermaid Poznań Business type: SSC Sectors covered: global marketer of consumer products Year started: 2013 Services:, HR SSC O-I Business Service Center Baraniaka 6 61-131 Poznań Business type: SSC Sectors covered: Manufacturing/Production Global HQ location: Switzerland, Mex Year started: 2014 Services: F&A Countries served: PAN - EUROPE Full time employees: 48 Management/Contact: Moreno Garavaglia moreno.garavaglia@eu.o-i.com OEX Business Services Poznań Business type: BPO Year started: 2014

2015

Poland

Roche IT Service Centre Poznań Year started: 2009 Services:, Creating and maintaining systems for clinical research, modern websites and programs to support internal processes within the company Full time employees: 200 Rule Financial Poznań Year started: 2013 Services:, ITO Samsung Electronics Polska Sp.z o.o. Poland R&D Center Poznań Year started: 2011 Services:, R&D SSC Savvis Poland (Century Link) Poznań Business type: SSC Global HQ location: SAVVIS Poland operates as a subsidiary of CenturyLink, Inc. Year started: 2012 Services: F&A, ITO Management/Contact: Tim Oldenberg, Operations Director, CenturyLink Sii Głogowska 31/33 60-702 Poznań Business type: BPO Year started: 2010 Services:, IT; Inżynieria przemysłowa Full time employees: 100 Management/Contact: Gregoire Nitot Tel.: 22 486 37 37 informacja@pl.sii.eu Natalia Buczel Tel.: 61 639 76 80 informacja-poznan@pl.sii.eu Starter Truck Services Poznań Services:, Call Center - road assistance service in five languages (English, German, French, Italian and Russian Full time employees: 35 Sunrise System Sp. z o.o.

Poznań Business type: ITO Sectors covered: Business Services Global HQ location: Poznań Services:, IT Services Countries served: CEE Management/Contact: Agnieszka Tobys Talex ul. Karpia 27d

2015

Telcordia Technologies (part of Ericsson) Poznań Services:, R&D Management/Contact: Michał Wodczak SSC Veolia Centrum Usług Wspólnych Sp. z o.o.

Al. Solidarności 46 61-696 Poznań Business type: SSC Sectors covered: Oil and Energy Global HQ location: Paris, France (HQ of Veolia Group) Year started: 2006 Services: F&A, IT Services, HR, Data Analytics, Logistics/Supply Chain, Customer Support, Call Center, risk management, tax & legal Countries served: CEE Full time employees: 214 (in Poznań & Łódź offices) Management/Contact: Jowita Mytnik-Skała jowita.mytnik-skala@veolia.com

SSC Wavin Polska Marcelińska 90 60-324 Poznań Business type: SSC Sectors covered: Building and Construction Materials Global HQ location: Zwolle Year started: 2013 Services: F&A, IT Services, Logistics/Supply Chain Countries served: PAN - EUROPE Full time employees: 50 Management/Contact: Izabella Maczkowska-Ciborowska Izabella.Ciborowska@wavin.com Marta Krzepkowska marta.krzepkowska@wavin.com Wikia Poznań Year started: 2007 Services:, R&D Full time employees: 20 Management/Contact: Emil Podlaszewski - Member of the Board

HedgePole (Polska) Poznan Business type: BPO

SSC Lorenz Snack-World Services Sady k/Poznania ul. Rolna 6a Tarnowo Podgórne Tel.: +48 (61) 86 49 900 Business type: SSC Year started: 2008 Services: F&A, IT Services, Lorenz Services main activities are the accounting, receivables and debt, and IT services for companies belonging to the Lorenz Group.

Full time employees: 100+ Management/Contact: Carsten Korthaus, Managing Director Radom Centrum Przetwarzania Danych Ministerstwa Finansów Radom Energetyczne Centrum S.A. Radom Year started: 2010 Full time employees: 100 Management/Contact: Dariusz Chlastawa

W.R.Grace Poznań Services:, Research Laboratory Management/Contact: Jacek Walkowiak jacek.walkowiak@grace.com

ZETO Poznań Year started: 1965 Services:, BPO; ITO

Sectors covered: Banking and Insurance Global HQ location: Freienbach Year started: 2006 Services: F&A, Data Analytics, Customer Support, Financial Data Processing, with special focus on global hedge funds.

Countries served: Global Management/Contact: Dominika Melon Tel.: +48 61 841 00 80 info@hedgepole.com Joanna Babelek joanna.babelek@bluewin.ch

Europe Calling Sp. z o. o.

Graniczna 17 26-604 Radom Business type: BPO Year started: 2007 Services:, Call Centre; Back Office Service Full time employees: 96 Management/Contact: Grzegorz Bruski Tel.: 48 368 24 55 SMG/KRC – Call Centre Radom Business type: Call Center Year started: 2008 Full time employees: 500 Management/Contact: Wojciech Hołdakowski Tel.: 48 382 80 20 Ruda Śląska Arteria SA Ruda Śląska Business type: BPO - IT Services:, BPO; ITO Full time employees: 300-500 Management/Contact: Marcin Marzec - President of the Board Tel.: 22 482 02 00 Wojciech Glapa - Vice President of the Board

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SSC Propex Services Group Poznań Business type: SSC Year started: 2013 Services:, SSC Management/Contact: Gorey Michael Kevin – President of the Board

61-619 Poznań Tel.: +48 61 827 5500 Business type: BPO Sectors covered: provider of technologically advanced IT services and solutions for business process optimization.

Global HQ location: Poland (listed on Warsaw Stock Exchange) Services:, BPO; ITO Management/Contact: Janusz Gocałek – President of the Board Tel.: 61 827 55 00

57 CEE Shared Services

Full time employees: 50

Poland Rzeszów Asseco Poland Region Rzeszów Rzeszów Business type: ITO

and Outsourcing Directory

Centrum Usług Finansowych ACP Pharma S.A. Rzeszów Year started: 2010 Services:, Finance, service ACP PHARMA Group Full time employees: About 80 Management/Contact: Daniel Pitrus - Director CUF

CEE Shared Services

58

ContactPoint Rzeszów Tel.: 22 7549703 Business type: Call Center Year started: 2003 Poland, 2006 Rzeszów Services:, Call center, CATI, BPO Full time employees: 700+ Management/Contact: Jarosław Szpryngwald – President of the Board Cross Jeans Rzeszów Business type: R&D Services:, R&D software Full time employees: 20

Hamilton Sundstrand Rzeszów Services:, R&D Full time employees: 150 ICN Polfa Rzeszów Rzeszów Business type: Call Center Year started: 1997 Services:, Call centre Management/Contact: Mariusz Gajowniczek – President Alicja Syrek Alicja.Syrek@valeant.com SSC Mobica Ltd. Rzeszów Business type: SSC Year started: 2015 Services:, IT Full time employees: 150 SSC PKO BP Call Center Rzeszów Business type: SSC Sectors covered: banking Year started: 2015 Services:, Call Center, Call Center Full time employees: 150-250

SSC Pratt&Whitney - Poland Service Center Rzeszów Business type: SSC Services:, Logistics/Supply Chain, Customer Support, Pratt & Whitney Canada’s Poland Service Center is a global Center of Excellence for turbine engine case repairs and Spare Parts Customer Service. We are responsible for ensuring all of Pratt & Whitney Canada’s clients are provided best in class support for their Component Repair needs.

Countries served: Canada Sanofi Aventis Rzeszów Business type: Call Centre Year started: 2006 Full time employees: 250+ Management/Contact: Marynika Woroszylska-Sapieha - President, General Manager Wiesław Karpowicz - Member of the Board and Finance Director Soft System Rzeszów Year started: 1990 Services:, Call centre Full time employees: 300+ Management/Contact: Liliane Saberin – President

FDI Poland Investor Awards 15 October 2015

WWW.FDIPOLANDAWARDS.PL

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2015

Poland Marek Konrad Słoniewski - Vice President Systemy Informatyczne Set(h) Rzeszów Services:, IT Management/Contact: Krzysztof Bobran – President Tel.: 17 852 47 90 info@seth.pl ZETO-Rzeszów Rzeszów

and Outsourcing Directory

Carlson Wagonlit Travel Świlcza near Rzeszów Business type: Call Center Year started: 2008 Services:, Call center (business travel) Full time employees: 140 (Rzeszów)

SSC Pilkington Automotive Sandomierz Business type: SSC Sectors covered: world leader in the glass production Services: F&A, IT,F&A,procurement Countries served: Italy, the UK, Germany and Poland Management/Contact: Sopot Atena ul. Rzemieślnicza 33 81-855 Sopot Tel.: + 48 58 768 07 00

Szczecin BL Stream Szczecin Year started: 1999 Services:, IT Full time employees: 180+ Management/Contact: Jacek Lisowski – Regional Manager brightONE Szczecin Year started: 2013 Services:, IT Full time employees: 115 Management/Contact: Daniel Jabłoński – President of the Board Tel.: 91 814 45 55 SSC Coloplast Shared Services ul. Malczewskiego 26 71-612 Szczecin Tel.: +48 (91) 881 75 00.

Business type: SSC Global HQ location: Denmark Year started: 2009

Services: F&A Countries served: EMEA Full time employees: 90 Management/Contact: Wojciech Faszczewski, Managing Director CSP Customer Services Polska ul. Grodzka 20/7 70-560 Szczecin Tel.: +48 (91) 484 33 36 Business type: BPO Global HQ location: owned by CST Group Year started: Services:, F&A Full time employees: 116 SSC Dansk Supermarked A/S Shared Service Center Szczecin Business type: SSC Sectors covered: retailer (Netto) Global HQ location: Denmark Year started: 2013 Services: F&A, In September 2013 established the Shared Service Center in Szczecin.

Multifunctional finance and management control center for all of Dansk Supermarked’s global activities.

Full time employees: 114 SSC DGS Polska Szczecin Business type: SSC Global HQ location: 100% owned by William Demant Year started: 2003 Services: F&A, IT Services, HR

CEE Shared Services

60

Sandomierz

Business type: ITO Year started: 1991 Services:, IT Full time employees: 500 Notes: Atena designs, implements and integrates comprehensive IT systems for business, specializing in managing large implementation projects.

Management/Contact: Tomasz Sylwester Kopoczyński, Chairman

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2015

Poland Full time employees: 1100+ Management/Contact: Krzysztof Kowalski, Director

and Outsourcing Directory

Genpact PL Sp. z o.o.

Brama Portowa I, ul. Wyszyńskiego 1 70-200 Szczecin Business type: BPO Year started: 2013 Services:, F&A; Procurement; Banking Services; Customer Services Full time employees: 100+ Management/Contact: Tel.: 40726345526 calin.avram@genpact.com Pascal Henssen Tel.: 44 777 083 2648 pascal.henssen@genpact.com

CEE Shared Services

62

SSC Metro Services PL Szczecin Business type: SSC Services: F&A, Finance and accounting Full time employees: 250+ Mobica Szczecin Year started: 2013 Services:, IT Management/Contact: Tomasz Krawczynski - Managing Director of Polish Offices Stream Global Services (Convergys) Szczecin Year started: 2005 Services:, Call center Full time employees: 300+ Tieto Poland ul. Malczewskiego 26 71-612 Szczecin Business type: R&D Sectors covered: High Tech Global HQ location: Helsinki Year started: 2006 Services:, IT Services Countries served: Global Full time employees: 700 Expansion plans: Expand existing business in US and Asia. Focus on telecom industry, semiconductors and IoT. Management/Contact: Ireneusz Miski, General Manager Tel.: 604496000 Ireneusz.Miski@tieto.com Lucyna Chwastowska Tel.: 668168272 lucyna.chwastowska@tieto.com SSC Unicredit Business Partner Szczecin Business type: SSC Year started: 2008 Services: F&A, Finance and Accounting Full time employees: 350 Unizeto Szczecin Services:, IT Full time employees: 204 Management/Contact: Andrzej Bendig-Wielowiejski - President of the Board

arvato Polska Kolejowa 150 62-064 Plewiska Tel.: 91 351 8554 Business type: BPO Sectors covered: Business Services Global HQ location: Plewiska (Poznań) Year started: BPO - 1994 Services: F&A, IT Services, Data Analytics, Logistics/ Supply Chain, Customer Support, Call Center, financial services: factoring, debt collection Countries served: Global Full time employees: 2300 Expansion plans: further business growth and new BPO services Management/Contact: Janusz Jankowiak office@arvato.pl Tczew SSC EATON AUTOMOTIVE Tczew Business type: SSC Year started: 2005 Services:, R&D Full time employees: 50+ Notes: The Eaton Engineer Centre which employs 40 engineers was founded on Eaton Campus to support current plant production and R&D projects implementation for Eaton Truck and Automotive group.

Toruń Allegro IT Center Toruń Business type: ITO Year started: 1999 (since 2008 in Toruń) Services:, IT Full time employees: 100+ (in Toruń) Cemtel Toruń Year started: 2000 Services:, Customer support Full time employees: 70 CTDP Toruń Tel.: 56 665 12 34 Business type: Call Center Year started: 1999 Services:, Customer Support, Call Center Full time employees: 1000+ SSC Cyfrowy Polsat Toruń Business type: SSC Year started: 2010 Services:, Customer Support, Call Center, Customer support Full time employees: ca 300 (in Toruń) OpusCapita Sp. z o.o.

Grudziądzka 46-48 87-100 Toruń Tel.: 22 461 25 00 Business type: BPO Sectors covered: Business Services Global HQ location: Espoo, Finnland Year started: 2008 Services: F&A, IT Services, HR, Customer Support Countries served: PAN - EUROPE

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Full time employees: 600 Management/Contact: Jarosław Tkaczyk Tel.: 502777411 Jaroslaw.tkaczyk@opuscapita.com Tychy Orange Tychy Business type: Call Center - hybrid Services:, SSC Full time employees: 100-200 Wrocław Axiom Law Wrocław Business type: Legal Year started: 2014 Balluff Wrocław Services:, R&D SSC Becton Dickinson ul. Śrubowa 1 53-611 Wrocław Tel.: +48 717 576 000 Business type: SSC Sectors covered: NYSE-listed maker of medical devices, supplies, laboratory equipment and diagnostic products Year started: 2012 Services:, HR, Logistics/Supply Chain, Customer Support, procurement, HR and customer services for the European region.

Management/Contact: Wim De Jonge, Director, Shared Services Europe of Becton Dickinson Birlasoft Wrocław Services:, IT BL Stream Wrocław Year started: 1999 Services:, IT Management/Contact: Piotr Anioła SSC BNY Mellon ul. Swobodna 3 50-088 Wrocław Tel.: +48 713798200 Business type: SSC Sectors covered: Finance Global HQ location: USA Year started: 2008 Services: F&A, IT Services, HR, Hedge Fund Accounting – accounting and administration services for complicated fund structures; and all financial accounting and record-keeping, pricing and corporate actions. Mutual Fund Accounting – daily reconciliation of trades and cash positions, trade bookings and cash reporting. Middle Office – services for alternative investment managers across Europe: trade execution and order management, trade confirmation processing, trade reconciliation and settlement, portfolio pricing, position and P&L valuation.

Business Partner Groups – departments include

2015

Poland

Casus Finance Wrocław Business type: BPO Year started: 1997 Services:, BPO (HR, IT, F&A) Management/Contact: Adrian Marszałek SSC Catlin Shared Services (Europe) Sp. z o.o.

Oławska 11/Łaciarska 60-61 50-123 Wrocław Business type: SSC Sectors covered: Banking and Insurance Global HQ location: London Year started: 2013 Services: F&A, IT Services, HR, Data Analytics Countries served: Global Full time employees: 170 Management/Contact: Adrian Copland adrian.copland@catlin.com Central Europe BPO Plac Wolności 7 50-071 Wrocław Tel.: (71) 780-60-00 Business type: BPO Services:, value-added outsourcing services supporting clients’ customer service, sales and marketing functions as well as implimenting collections and market research campaigns.

Cogniance Wrocław Business type: IT development Year started: 2014 SSC CREDIT SUISSE (Poland) Centre of Excellence (COE) Pl. Grunwaldzki 25 50-365 Wrocław Tel.: +48 71 388 38 71 Business type: SSC (COE) Year started: 2007 Services: F&A, provides centralized corporate services and business support for two business divisions – Private Banking & Wealth Management and Investment Banking – as well as effective and independent control procedures. Also includes corporate functions, such as One Bank Collaboration, Public Policy and Corporate Communications.

Full time employees: 564 Management/Contact: Arthur Baenziger, CoE Wroclaw Site Manager Paul Norris, Global Head of Treasury IT at Credit Suisse

CSS Corp Wrocław Business type: ITO Services:, IT Diehl Controls Wrocław Services:, R&D (Whitegoods) Full time employees: 65 Management/Contact: Juergen Hirath

SSC E&Y Global Services ul. Śrubowa 1 53-611 Wrocław Business type: SSC Year started: 2011 Services: F&A, finance, accounting, HR, IT and knowledge management.

Countries served: Global Full time employees: 250+ Management/Contact: Dariusz Sus dariusz.sus@xe05.ey.com Tim Eddy, deputy chairman of E&Y Global Espotel Poland Sp. z o.o.

Muchoborska 18 54-424 Wrocław Business type: R&D Sectors covered: High Tech Global HQ location: Wrocław Year started: 2009 Services:, Embedded Systems Countries served: Global Full time employees: 80 Expansion plans: In 2015/2016 Espotel plans further expansion on the global market with the special focus to R&D of embedded systems and Internet of things (Industrial Internet) solutions.

Management/Contact: Maciej Sibiński Tel.: 48668181511 maciej.sibinski@espotel.com

SSC Fresenius Medical Care Białoskórnicza 1

2015

SSC Geoban S.A. S.A. Oddział w Polsce ul. Szewska 6 / 7 50-053 Wrocław Tel.: + 48 71 792 91 98 Business type: SSC Global HQ location: Spain (Santander) Year started: 2008 Services: F&A, Banking operations - Santander group shared services. Manages transactions conducted by the Group’s banks and financial institutions in the countries where it operates.

Full time employees: 600 Google - IT Wrocław Year started: 2007 Management/Contact: Radosław Kokot

Dolby Wrocław Business type: R&D Year started: 2012 Services:, R&D Management/Contact: Łukasz Bratek

Fagor Mastercook Wrocław Services:, R&D (Whitegoods) Management/Contact: Ireneusz Bartnikowski

Wrocław Business type: SSC Sectors covered: the global leader in dialysis services and products Services: F&A, BPO (F&A) Management/Contact: Agnieszka Schubert, Site Director

Hicron Wrocław Business type: ITO Year started: 2006 Services:, ITO Management/Contact: Bartosz Fudala HP (Global e-Business Operations sp. z o.o.)

Wrocław Business type: BPO Year started: 2005 Services:, Finance and accounting, HR Full time employees: 2500 Management/Contact: Agnieszka Orłowska IBM Global Services Delivery Centre Poland Sp. z o.o.

Wrocław Year started: 2010 Services:, SSC IT Full time employees: 2000 Impel Wrocław Business type: BPO Year started: 1991 Services:, BPO (HR, IT, F&A) Full time employees: 500+ Management/Contact: Grzegorz Dzik JP Weber Wrocław Year started: 2004 Services:, BPO (F&A) Management/Contact: Marcin Dudarski SSC Merck - Regional HR Shared Services Center Wrocław Business type: SSC Sectors covered: Merck is the world’s oldest company in the chemicals and pharmaceutics sector.

Year started: 2014 Services:, HR, BPO (HR)

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Capgemini, Software Solutions Center Wrocław Year started: 2004 Services:, Systemy IT, SAP Full time employees: 500 Management/Contact: Piotr Poprawski piotr.poprawski@capgemini.com

Crisil Irevna Ul. Swietego Mikolaja 7 50-125 Wrocław Tel.: +48 71 323 2662 Business type: BPO Sectors covered: owned by S&P Global HQ location: India Services:, global provider of high-end research and analytical off-shoring services.

Management/Contact: Roopa Kudva, Managing Director of Standard & Poor’s South Asia and CEO of CRISIL.

63 CEE Shared Services

Finance, Information Technology, General Services and Human Resources.

Full time employees: 550+ Management/Contact: Martin Ring, Managing Director

Poland Management/Contact: Pedro Quartin Graça, Head of HR Services Europe at Merck Group Minetronics Wrocław Year started: 2008 Services:, R&D Management/Contact: Christoph Müller

and Outsourcing Directory

Mondelēz international Wrocław Business type: R&D Sectors covered: food industry Year started: 2015

CEE Shared Services

64

Mphasis Wrocław Business type: BPO Services:, HR, Accounting SSC Parker Hannifin Corporation ul. Dubois 41 Wrocław Business type: SSC Sectors covered: global leader in motion technologies, hydraulics, pneumatics and electromechanics.

Sales exceed $13 billion.

Year started: 2014 Services: F&A Full time employees: 270+ target in 2015 Languages spoken: English, Swedish, French or German Management/Contact: Piotr Brzuchnalski, Head of Parker Hannifin, Wroclaw PNC (PFPC) Wrocław Services:, BPO (Finance) Full time employees: 200 PPG Wrocław Year started: 2010 Services:, R&D Management/Contact: Anna Łatoszyńska Qatar Airways - European Customer Contact Centre Wrocław Business type: Call Center Year started: 2012 Services:, Customer Support, Call Center, European Customer Contact Centre is designed to handle a range of customer services such as reservations, ticketing and other related enquiries.

Management/Contact: Dorota Kowalewska, Customer Contact Centre Manager Thomas Bartsch, Qatar Airways Vice President Customer Contact Centres SSC QIAGEN Business Services Sp. z o.o.

Wrocław Business type: SSC Sectors covered: Business Services Global HQ location: Hilden, Germany Year started: 2012 Services: F&A, IT Services, HR, Logistics/Supply Chain, Customer Support, Call Center Countries served: Global Full time employees: 130

Expansion plans: Marketing Management/Contact: Małgorzata Karpińska Tel.: 887333100 malgorzata.karpinska@qiagen.com REC Global Strzegomska 46B 53-611 Wrocław Tel.: +48 71 711 80 11 Business type: ITO Sectors covered: Software development services Year started: 2007 Services:, ICT, software engineering services Full time employees: 260 Expansion plans: REC Global provides software engineering services worldwide. The group sales primarily to foreign markets - more than 95% of revenues comes from international projects.

Notes: Execution of large commercial solutions and software projects as well as the skillful implementation of prototypes for the purposes of research or development of new product lines.

Management/Contact: Krzysztof Kuliński Tel.: 71 711 80 11 Radomir Grucza Tel.: 71 711 80 11 Redknee Wrocław Business type: ITO Sectors covered: provides real-time monetization software to some of the world’s largest communications service providers, delivering pre-integrated billing and customer care solutions.

Global HQ location: US Year started: 2013 Services:, R&D IT Management/Contact: Józef Augustynów Remy International Wrocław Services:, R&D (Automotive) Rinf Wrocław Business type: ITO Year started: 2003 Services:, ITO Management/Contact: Aleksander Lewicki SSC Ruukki Finance Services Ul. Wolowska 18 51-116 Wrocław Tel.: +48 71 387 58 97 Business type: SSC Sectors covered: automotive Global HQ location: owned by Saab Services: F&A Management/Contact: Anna Barnowska, Site Manager, CEE, Global Business Services Saint Gobain Wrocław Services: F&A, HR Management/Contact: Honorata Kluska, SSC Director Eastern Europe Santander Consumer Bank Wrocław

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Services:, BPO Full time employees: Planned 300 Management/Contact: Sebastian Łękawa SSC Siemens AG Wrocław Business type: SSC Services:, IT Services, R&D IT(Software) Full time employees: 100+ Management/Contact: Henryk Wójcik Sii Gwiaździsta 66 53-413 Wrocław Business type: BPO Year started: 2009 Services:, IT; inżynieria przemysłowa Full time employees: 240 Expansion plans: Sii Wrocław w 2014 roku planuje rozwinąć współpracę z klientami zarówno na rynku lokalnym, jak również za granicą. Planujemy silną ekspansję zagraniczną w modelach offshoring i nearshoring. Rozwijamy także usługi w obszarach konsultingu, integracji systemów i aplikacji IT, budowy aplikacji dedykowanych dla klientów (w tym aplikacji mobilnych) dla sektorów: motoryzacyjnego, bankowego, produkcyjnego, telekomunikacyjnego i innych. W kolejnym roku Sii, które w 2013 przeniosło się do najwyższego biurowca w Polsce, Sky Tower, planuje dalszą rozbudowę powierzchni biurowej w tym budynku.

Management/Contact: Gregoire Nitot Tel.: 22 486 37 37 informacja@pl.sii.eu Paweł Maksymczak Tel.: 71 758 22 90 informacja-wroclaw@pl.sii.eu SMT Wrocław Year started: 2002 Services:, IT Management/Contact: Sebastian Łękawa SoftServe Wrocław Business type: ITO Sectors covered: High Tech Global HQ location: Austin, TX - USA Year started: 1993 Services:, IT Services, Data Analytics, IT Security, UX Design, Internet of Things Countries served: Global Full time employees: 4000 Management/Contact: Juan Turruellas, EVP World Wide Sales and Marketing Brian Borack, COO Synexus Wrocław Services:, BPO (F&A), IT Tequila Mobile Wrocław Business type: IT Developer Sectors covered: developer and publisher of free-to-play games for smartphones and tablets.

Year started: 2008

2015

Poland

Tieto Poland Sp.z o. o.

Wrocław Year started: 2008 Services:, IT services, R&D services, Industry specific Full time employees: May 2011- 1100 employees Management/Contact: Ireneusz Miski – Prezes Zarządu,Country Manager Poland Unic (Development Center Unic) ul. św. Antoniego 2/4 50-073 Wrocław Tel.: +48 71 712 70 07 Business type: IT development Management/Contact: Reto Schnaars, MD UTC Aerospace Systems Wrocław Viessmann ul. Karkonoska 65 53-015 Wrocław Tel.: +48 71 3607 100 Business type: R&D Year started: 2013 Services:, R&D Management/Contact: Łukasz Wierzchowski

Wabco Wrocław Services:, R&D (Automotive) Full time employees: 70 Management/Contact: Sean Brown

Services: F&A, IT Services, HR, Accounting & Payroll, Business Services & Consulting, Tax & Legal Countries served: Poland only Full time employees: 85 Expansion plans: To keep improving our client base through our International relationships, along with our office locations, as and when required.

Management/Contact: Claus Frank Tel.: 48606353465 claus.frank@getsix.pl Monika Martynkiewicz-Frank Tel.: 48606886226 monika.frank@getsix.pl

Whirlpool Wrocław Services:, R&D (Whitegoods) Full time employees: 100 Management/Contact: Marian Sepesi Wipro Wrocław Services:, HR Service Center Full time employees: 150 getsix Group ul. Szwedzka 5 55-040 Kobierzyce Business type: BPO Sectors covered: Business Services Global HQ location: Wrocław Year started: 2007

65 CEE Shared Services

SSC Volvo Group Business Services Wrocław

Business type: SSC Sectors covered: automotive Year started: 2004 Services: F&A, HR, Volvo Group in-house shared service center unit for Finance and Human Resources Services.

Full time employees: 1000+ Management/Contact: Bengt Lundström

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Services:, IT Management/Contact: Wojciech Woziwodzki

2015

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Czech Republic

and Outsourcing Directory

Czech Republic

CEE Shared Services

66

SSC AB InBev Business Centre Prague Tel.: +420272078763 Business type: SSC Global HQ location: Belgium Year started: 2006 Services: F&A, Logistics/Supply Chain Full time employees: 280 Languages spoken: English, French, German, Dutch, Hungarian, Flemish Notes: AB InBev Services Centres in Budapest and Prague were established in 2006 to ensure that the company provides the best possible transactional and support services to its sales

activities and breweries across Europe. The two offices perform selected activities within its Export, Finance and Procurement functions Accenture Prague Tel.: +420-221-984-545 Business type: BPO Sectors covered: multiple Global HQ location: USA Year started: 2001 Services:, BPO providing F&A, HR Full time employees: 1700 Languages spoken: over 20 languages

Managerâ&#x20AC;&#x2122;s Profile

Explain why your company set up operations in Czech Republic.

Czech Republic was a great choice. We found here not only cultural fit but as well highly skilled workforce with command of the foreign languages. In addition to that, good infrastructure and excellent office market were factors considered during the decision process. The cooperation with governmental agencies supporting us with grants was highly appreciated.

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

Changes in the past 2-3 years were mainly observed in the field of increasing efficiency and effectiveness. This was possible thanks to automation and new

ADP Employer Services Prague Business type: BPO Global HQ location: USA Year started: 2005 Services:, BPO providing HR and employee services Full time employees: 650 Languages spoken: 15 languages Notes: BASE SSC Amazon Services Centre Prague Business type: SSC Global HQ location: USA Year started: 2014 Services: F&A, IT Services, HR Countries served: Europe-wide Full time employees: n/a

countries would in addition require experience. This is a challenge ahead of our industry - to develop such talents - but as well towards universities which should collaborate even stronger with the business to understand our needs and prepare students for future challenges. As the entire industry is growing dynamically this would be the key focus point for future.

Adam Kiwalski Head Sales Back Office & Business Suppor, Company: Siemens s.r.o.; Parent Company: Siemens AG Tell us about Siemens operations in Czech?

We started the Czech Republic SSC journey in Prague in 2003. The objective was to centralize finance and accounting as well as HR services for Germany and CEE countries. With development of the business we have expanded scope of served process including supply chain, controlling and sales support services. At the same time we have opened new location having dual-delivery model within one country.

Today we are the biggest shared services in Czech with headcount close to 1200 FTEâ&#x20AC;&#x2122;s.

Management/Contact: prague@accenture.com

IT solutions which we applied. In addition we could observe scope enhancement of delivered processes way beyond simple transactional services. Looking in the future, I can foresee digitization of our environment but as well new, more complex processes coming to our centers. As a consequence profile of future employees will differ from the current one. Experience and command of multiple languages will be a must.

Advice to other firms considering setting up operations in CEE: Try to understand what each of the CEE countries can offer, how they differ and try to find best cultural fit to your needs.

Collaborate from day one with educational bodies (universities, high schools) as well as local government. Do not save during early implementation phase.

What are the employee issues you deal with?

Going up the value chain has definitely a positive impact on the employees. Nowadays we require already multilingual and highly flexible resources. The new, complex processes which we centralize in CEE

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Biggest surprises in CEE: Positives: Motivated and skilled workforce; High quality infrastructure; Collaboration of the entire GBS sector within the countries but as well in the region.

Improvements needed: Still existing bureaucracy when comes to governmental bodies/agencies;Closer collaboration of educational system with the industry.

Have you achieve substantial cost savings via the SSC centre?

I may say we have fully delivered what we promised.

Adam has over 10 years of professional experience within SSC/BPO industry. In 2004 he was involved in creation of captive SSC for Philips in Lodz where later on he held a number of leadership positions. In the years 2007- 2011 Adam worked in Infosys BPO where he was managing European consulting practice - Business Transformation Services. From 2012 he has worked at captive Shared Service Center of Siemens A.G in Prague. His areas of expertise include: SSC/BPO market, process excellence, project management, outsourcing operations, development of back-office services. He is a member of the Board of Directors and Founding Member of ABSL in Czech.

2015

Czech Republic Kutna Hora

Česká Lípa Johnson Controls Chrudim Chrudim Comdata Czech

Ostrava

Pardubice

Foxconn

Foxconn NonStop Recruitment

Chrudim Comdata Czech

Olomouc

Česká Lípa

ExlService (Schneider Logistics) Icon Communication Center John Crane Sigma

Kutná Hora

PRAHA

ČEZ KORPORÁTNÍ SLUŽBY CGI IT Czech Comdata DHL Express DSV ROAD GE Money GENPACT CZECH K2 Atmitec O2 OKIN BPS pwc RWE Siemens Stora Enso Tieto XEROX

Pardubice Chrudim

Plzeň

Ostrava Rožnov pod Radhoštěm

Okříšky

Brno

ADP Employer Services Sony DADC

Rožnov pod Radhoštěm

AB InBev Business Centre Accenture ADP Employer Services Amazon Services Centre Ariba Atlas Copco AXA Assistance BlueLink International Bodycote SSC CA Technologies Capgemini Clearstream (Deutsche Boerse) Cleverlance Comdata Czech

CSC DHL eBay ExxonMobil Icon Communication Center Infosys International SOS Assistance Interoute Jarden BSG Johnson & Johnson KBC Group Lukoil Accounting & Finance Europe s.r.o.

Medtronic

Monster Novell Oracle Panalpina Pfizer Pharmaceuticals Process Solutions Regus SAP Siemens, SITA Global Services TESCO Stores Transcom Worldwide UniCredit Group

Ariba Prague Tel.: +420-225-372-600 Business type: BPO Global HQ location: USA Year started: 2004 Full time employees: 200 SSC Atlas Copco Prague Business type: SSC Global HQ location: Sweden Year started: 2006 Services: F&A, IT Services, Logistics/Supply Chain Full time employees: 70 Languages spoken: English dominant AXA Assistance Prague Business type: Call Centre Global HQ location: France Year started: 1999 Services:, Call Center Full time employees: 160 Languages spoken: 10 languages Notes: BASE BlueLink International Prague Business type: Call Centre

2015

ON Semiconductor

Brno

Prague

Okříšky MANN+HUMMEL

tAcer Cleverlance Dixons Carphone plc Dixons Retail SSC Edwards Services Gardner Denver

GTS Brno (Lufthansa) Honeywell IBM Icon Communication Center Infosys Mediclinic

Monster Motorola Norgren PPG Industries

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Sectors covered: BlueLink International specialises in claims management, notably baggage services on behalf of major airlines.

Global HQ location: France (owned by KLM AirFrance group) Year started: 2003 Services:, Customer Support, Call Center, Comprehensive multilingual, multisite and multimedia services offer for major brands in terms of information, reservation-sales, complaints, Internet support, loyalty programs, web support and consulting.

Full time employees: 400 Languages spoken: 24/7 service, in 21 languages, mostly covered by native speakers: Brazilian, Bulgarian, Czech, Danish, Dutch, English, Finnish, French, German, Greek, Hungarian, Italian, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Slovak, Spanish and Swedish.

Management/Contact: Simona Benešová, Site Manager ka Obodová, Head of Finance and HR SSC Bodycote SSC Prague Tel.: +420 228 881 328 Business type: SSC Sectors covered: Leading provider of thermal processing services worldwide.

Global HQ location: United Kingdom Year started: 2012

Services: F&A Full time employees: 55 Languages spoken: English, German, Dutch, Polish.

SSC CA Technologies Prague Business type: SSC - hybrid Year started: 2005 Services: F&A, IT Services, Customer Support Full time employees: 400+ Notes: The Prague Technology Center has become one of CA’s key offices in EMEA, and is one of the largest software development employers in Prague. Apart from Software Development, CA Services Solution Center, Finance SSC and other business units we are now newly establishing EMEA Inside Sales here in Prague.

Capgemini Prague Tel.: +420 222 803 678 Business type: BPO Global HQ location: France Management/Contact: reception.cz@capgemini.com SSC Clearstream (Deutsche Boerse) Prague Tel.: +420-296-429-111 Business type: SSC

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CEE Shared Services

Pilsen

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Olomouc

Czech Republic

and Outsourcing Directory

Sectors covered: securities services clearing and settlement Global HQ location: Germany Year started: 2008 Services: F&A Full time employees: 400 Languages spoken: English, German, French Notes: As an international central securities depository (ICSD) based in Luxembourg, we provide post-trade infrastructure and securities services for the international market and 54 domestic markets worldwide, with 2,500 customers in 110 countries. As a central securities depository (CSD) based in Frankfurt, we also provide the post-trade infrastructure for the German securities industry offering access to a growing number of international markets.

CEE Shared Services

68

SSC Cleverlance Prague Tel.: +420 266 177 166 Business type: SSC - IT support Sectors covered: Software development for the financial, telecommunication and industrial sectors.

Global HQ location: Czech Republic Year started: 2008 Services:, IT Services, Customer Support Full time employees: 400 Languages spoken: English, Czech Comdata Czech Prague Business type: Call Centre Global HQ location: Italy Year started: 2012 Services:, Call Center Full time employees: 800+ Expansion plans: Comdata recently bought the Czech operations of Atento.

Notes: Group company offers customer assistance services in Czech language for the telecommunications sector, in particular for Vodafone Czech Republic.

SSC CSC Prague Business type: SSC Sectors covered: A global leader in providing technology enabled business solutions and services.

Global HQ location: USA Year started: 2006 Services:, IT Services, Customer Support, Call Center Full time employees: 350 Languages spoken: Eight different languages (German, English, Czech, Polish, Slovak, French, Spanish and Italian). All staff speak English fluently.

Management/Contact: Gabriele Mohab, GM, Austria and Eastern Europe Jaroslav Kmet, Czech Country Director SSC DHL Prague Business type: SSC (IT) Global HQ location: USA Year started: 2004 Full time employees: 1300 Languages spoken: English dominant SSC eBay Prague Business type: SSC Global HQ location: USA Year started: 2008 Services:, Data Analytics, Analysis and marketing

Full time employees: 35 Languages spoken: European languages SSC ExxonMobil Business Support Center Czechia s.r.o.

Prague Tel.: +420 221457041 Business type: SSC Global HQ location: USA Year started: 2004 Services: F&A Full time employees: 1200 Languages spoken: 16 languages Notes: ExxonMobil’s Business Support Center in Prague is designed as one of the centers to provide support for certain aspects of the global business operations using sophisticated systems connected across the world.

Icon Communication Center Prague Tel.: +420 221 709 201 Business type: Call Centre Global HQ location: ICON is owned by Utilitywise, a UK consultancy.

Year started: 2003, 2007 Services:, Customer Support, Call Center Full time employees: 300 Languages spoken: 25 languages Management/Contact: Helen Hickin, Managing Director Mark Matthews, Site Director Infosys Prague Tel.: +420-542-212-406 Business type: BPO Global HQ location: India Year started: 2004 Services:, F&A, customer support, IT Full time employees: 450 Languages spoken: 15 languages Management/Contact: Rafal Drygala, EMEA Senior Program Manager - Transitions SSC International SOS Assistance (CZ) s.r.o.

Prague Tel.: +420-222-111-111 Business type: SSC Global HQ location: United Kingdom Year started: 2009 Services: F&A, IT Services, HR Full time employees: 100 Languages spoken: European languages Notes: Czech Republic office is the Global Shared Services Centre responsible for Europe, Middle East, Africa and Americas. Our Prague office delivers back office/administration services to internal clients located in the region. As Global Shared Services centre we assist all functions of the group in improving internal process efficiency and to drive standardisation and centralisation.

SSC Interoute Prague Tel.: +420-225-353-111 Business type: SSC/CCC Sectors covered: Interoute is the owner operator of Europe’s largest network and a global cloud services platform, which encompasses over 67,000 km of lit fibre, 12 data centres, 13 Virtual Data Centres and 31 colocation centres, with

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connections to 195 additional partner Data Centres.

Global HQ location: United Kingdom Year started: 2005 Services: F&A Full time employees: 300 Languages spoken: 10 languages Management/Contact: www.interroute.cz SSC Jarden BSG Prague Business type: SSC Sectors covered: Jarden Corporation is a world-class consumer products company with a diverse portfolio of innovative products, over 120 powerful brands and a global presence.

Global HQ location: USA (Florida) Year started: 2015 Services: F&A Management/Contact: Daniela Pavova, Site Manager SSC Johnson & Johnson Global Business Services Prague Tel.: +420 227 012 111 Business type: SSC Global HQ location: USA Year started: 2006 Services: F&A Full time employees: 300 Languages spoken: 33 languages Notes: GFS EMEA is one of 5 Johnson & Johnson Global Financial Services organizations supporting the major financial processes of Johnson & Johnson EMEA Operating Companies.

SSC KBC Group - International Markets Business Unit Prague Business type: SSC Services: F&A Notes: The International Markets Business Unit comprises the activities conducted by entities in the other (non-Czech) Central and Eastern European core countries, namely ČSOB and ČSOB Poist’ovňa in Slovakia, K&H Bank and K&H Insurance in Hungary and CIBANK and DZI Insurance in Bulgaria, plus KBC Bank Ireland’s operations.

SSC Lukoil Accounting & Finance Europe s.r.o.

Prague Tel.: +420 257 414 444 Business type: SSC Global HQ location: Russia Services: F&A Notes: Lukoil relocated this SSC/F&A centre from Finland to Prague.

Management/Contact: Petr Pruner, Director of Operations SSC Medtronic Prague Tel.: +420-236-073-100 Business type: SSC Sectors covered: Medtronic is a global healthcare solutions company selling medical technologies, services, and solutions.

Global HQ location: USA Year started: 2008 Services: F&A Full time employees: 300 Languages spoken: 10 languages

2015

Czech Republic Manager’s Profile

Explain why your company set up operations in Czech.

Generally, an organisation looking to set up a Shared Service Centre is looking for good value for money. Dixons Carphone used a defined set of parameters to assess the quality of different locations that were researched at the time. The value for Dixons Carphone in setting up its centre in the Czech Republic, and Brno in particular, is in its highly-educated labour force, supported by a labour law that allows for flexibility to meet business demands. The investment climate is furthermore stimulated by subsidies for job creation and education which supports the business case. Dixons Carphone was also looking for a location that was easy to reach from various European locations. Last but not least, Dixons Carphone experience is that the Czech business culture is beneficial to the kind of services it runs from the Shared Service Centre. That culture is a mixture of focus on detail, behaviour that is primarily goal- and task-oriented and openness to other cultures and new experiences.

2015

What changes are on the horizon?

Although the pure growth of our SSC is not our single measure of success, I’m happy to say that we have created about 50 new roles p.a. Not only it’s more optimistic to work in a company that grows and has a perspective outlook, the organizational growth also translates into more career opportunities for our employees or longer career paths, wider economics of scale from which we can derive more value for our Group, but also a stronger position and brand on the market and naturally higher attention of students - our future employees - or various external partners. We also have come to play an even more important role internally and given our growing size we are becoming a more integral part of our business.

Looking into the future, the trend seems to continue. Even more appealing becomes a challenge for the wider group to ensure the right-sourcing of services.

We will definitely keep on moving up the value chain and add more and more complex roles while also widening our service portfolio outside of F&A and IT. Do you provide external services to unrelated companies?

We don’t service unrelated companies at the moment but we have experience in doing so. Mainly as a result of group divestments, we sold a couple of our companies such Pixmania and Electroworld and for some time after the sale the SSC kept on providing the same services to new owners. This was however rather an exception and we don’t plan to change our primary focus and current approach, given there are still many untapped opportunities internally for process centralization and delivering value to Group from internal operations.

3 specific bits of advice: • Aim to become a preferred employer and be ready to invest in office locations, fittings, brand awareness, etc.

Employee Issues ?

We are operating in a very dynamic industry with constantly changing business landscape. This puts high demands on our ability to adapt while also looking for cheaper ways to provide our services and deliver the value our businesses/customers expect from us. In these circumstances, we expect a constant growth of 50 roles p.a. We are very proud to have very talented employees. Almost all of them have a university degree, good work ethics, challenging mindset, ability to look for improvements and attention to detail. The skills that we usually need to hone and develop in-house are those that require more business specific skillsets, business experience and maturity.

Biggest surprises about operating in Czech: Positives: • Stable economic environment • Lower wage inflation than Western Europe leads to the better than expected business case • Delivering well against targets and SLAs thanks to people’s commitment to meet customer expectations • High work ethics Negatives/Improvements needed: • Access to more senior qualified candidates within Finance and IT who, at the same time, speak more Western European languages (e.g. English and Scandinavian) Specific cost savings that your firm has achieved: For last 8 consecutive years we more than delivered on our 6% efficiency target year on year. Labour arbitrage alone saves the Group about £12m p.a.

10 years of experience in Shared Services. Initially led a project to set-up the SSC for GE Money Bank and then led 3 EMEA SSCs for HSBC, Regus and currently Dixons Carphone plc. Started her career in Banking where in course of 10 years held various positions in Finance, Project Management and Business Process Improvement. Lean Leader and Black belt certified.

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69 CEE Shared Services

What is Dixons doing in Czech?

In Brno, Czech Republic, Dixons Carphone plc operates a captive Shared Service Centre (SSC) supporting the Group’s UK & Ireland, Sweden, Finland, Denmark and Norway electrical and telecommunication retail businesses. The SSC was open in 2007 and since then grew to over 400 employees. From Brno we provide a wide range of finance, business administration, IT, logistics and HR administration services and the trend is to move up the value chain in terms of services provided to our customers, adding more and more complex roles, mainly in Finance and IT, at a rate of about 50 roles per year. Given the recent merger of Dixons Retail with Carphone Warehouse in August 2014 we may see our SSC / outsourcing model for the wider group to change a little, however, the operations in Brno have a solid reputation in terms of quality of services provided for very good value which definitely plays in favour of our continual growth for the future.

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• Build strong relationships with local and country wide communities (e.g. Universities, Associations of Business Services Leaders (ABSL), CzechInvest etc.)

• Invest in talent development and retention (e.g. ACCA, IT qualifications etc.)

Olga Pavlikova Dixons Retail SSC s.r.o.; Parent Company: Dixons Carphone plc. UK

Czech Republic Expansion plans: Considering expansion into Warsaw.

Notes: Medtronic recently bought the operations of Covidien worldwide, including operations in Czech.

Management/Contact: Finlay Sawyers, Director EMEA Finance Shared Services

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SSC Monster Prague Business type: SSC Global HQ location: USA Year started: 2004, 2008 Services: F&A Full time employees: 400 Languages spoken: 14 European languages

CEE Shared Services

70

Novell Prague Business type: Call Centre - IT support Global HQ location: USA Year started: 2008 Full time employees: 70 Languages spoken: English, German, Russian Notes: BASE SSC Oracle Prague Tel.: +420-221-438-150 Business type: SSC Global HQ location: USA Year started: 2006 Services: F&A Full time employees: 700 Languages spoken: 15 languages Notes: BASE SSC Panalpina Futurama Business Park Prague Business type: SSC Sectors covered: One of the world’s leading providers of supply chain solutions. The company combines its core products of Air Freight, Ocean Freight, and Logistics Global HQ location: Switzerland Year started: 2013 Full time employees: 60 Languages spoken: 8 European languages Management/Contact: Robert Sgariboldi, Head of Corporate Development Europe and Middle East.

SSC Pfizer Pharmaceuticals Prague Business type: SSC Global HQ location: USA Year started: 2014 Services: F&A Full time employees: 100+ Languages spoken: Eastern Europe Notes: Location services 12+ countries in the CEE region including the Czech Republic.

Management/Contact: Marco Pierini, Cluster Finance Director Process Solutions Prague Business type: BPO Year started: 2008 Services:, BPO providing F&A services Languages spoken: European languages

Top 50 Universities in Czech Republic 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 39 40 41 42 43 44 45 46 47 48 49 50

Univerzita Karlova v Praze (Prague) Ceské vysoké ucení technické v Praze (Prague) Masarykova univerzita (Brno) Vysoké ucení technické v Brne (Brno) Univerzita Palackého v Olomuci (Olomouc) Vysoká škola ekonomická v Praze (Prague) Ostravská Univerzita v Ostrave (Ostrava) Západoceská Univerzita v Plzni (Plzen) Slezská univerzita v Opave (Opava) Ceska zemedelska univerzita v Praze (Prague) Vysoká škola bánská-Technická univerzita Ostrava (Ostrava) Jihoceská univerzita v Ceských Budejovicích (Ceske Budejovice) Mendelova univerzita v Brne (Brno) Univerzita Tomáše Bati ve Zlínì (Zlín) Univerzita J.E. Purkyne v Ústí nad Labem (Ustí nad Labem) Univerzita Pardubice (Pardubice) Technická Univerzita v Liberci (Liberec) Veterinární a farmaceutická univerzita Brno (Brno) Akademie múzických umìní v Praze (Prague) Univerzita Hradec Králové (Hradec Králové) Vysoká škola chemicko-technologická v Praze (Prague) Vysoká škola polytechnická Jihlava (Jihlava) Akademie vytvarnych umeni v Praze (Prague) Vysoká škola financní a správní (Prague) Janáckova akademie múzických umení v Brne (Brno) Bankovní institut vysoká škola (Prague) University of New York in Prague (Prague) Vysoká škola ekonomie a managementu (Prague) Univerzity Jana Amose Komenského (Prague) Vysoká škola manažerské informatiky, ekonomiky a práva (Prague) Metropolitní univerzita Praha (Prague) Škoda Auto Vysoká škola (Mladá Boleslav) Anglo-americká vysoká škola, o.p.s. (Prague) Mezinarodni baptisticky teologicky seminar (Prague) Vysoká škola technická a ekonomická v Ceských Budejovicích (Ceske Budejovice) Newton College (Brno) Vysoká škola evropských a regionálních studií, o. p. s. (Ceske Budejovice ... (38 Vysoká škola hotelová v Praze 8 (Prague) Vysoká škola podnikání (Ostrava) Brno International Business School (Brno) Moravská vysoká škola Olomouc (Olomouc) Filmová akademie Miroslava Ondrícka v Písku (Písek) Vysoká škola obchodní v Praze (Prague) Soukromá vysoká škola ekonomická Znojmo (Znojmo) Vysoka škola logistiky o.p.s. (Prerov) Unicorn College (Prague) Vysoká škola Karlovy Vary (Karlovy Vary) Soukromá vysoká škola ekonomických studií (Prague) Vysoká škola regionálního rozvoje (Prague) Vysoká škola aplikovaného práva (Prague)

SSC Regus EMEA FSC s.r.o.

Prague Tel.: +420-222-191-100 Business type: SSC Sectors covered: international providers of workplace solutions Global HQ location: USA Year started: 2008 Services: F&A, IT Services Full time employees: 215 Languages spoken: 22 languages

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SSC SAP Business Services Centre for EMEA Prague Tel.: +420-257-118-111 Business type: SSC Global HQ location: USA Year started: 2005 Services: F&A Full time employees: 600 Languages spoken: 17 languages Management/Contact: Andrea Hepnerova, Managing Director Marc Siml, GFSS Management

2015

Czech Republic

SSC TESCO Stores Prague Tel.: +420-272-087-111 Business type: SSC Global HQ location: United Kingdom Year started: 1999 Services: F&A Full time employees: 200 Languages spoken: English and CEE languages Transcom Worldwide Prague Business type: Call Centre Global HQ location: Luxembourg Year started: 2006 Services:, Customer Support, Call Center Full time employees: 100 Languages spoken: Czech, English SSC UniCredit Group Prague Tel.: +420-221-112-111 Business type: SSC Global HQ location: Italy Year started: 2005 Services: F&A, transaction services Full time employees: 260 Languages spoken: 3 languages Acer Brno Business type: Call Centre Global HQ location: Taiwan Year started: 2005 Services:, Customer Support, repair centre/call centre Full time employees: 100 Languages spoken: 10 languages SSC Cleverlance Brno Tel.: +420 266 177 166 Business type: SSC - IT support Sectors covered: Software development for the financial, telecommunication and industrial sectors.

Global HQ location: Czech Republic

2015

SSC Dixons Carphone plc Trinity Office Center – Trnita 491/5 60200 Brno Business type: SSC Sectors covered: Other Global HQ location: London, United Kingdom Year started: 2007 Services: F&A, IT Services, HR, Data Analytics, Logistics/Supply Chain, Customer Support, Call Center Countries served: Western Europe Full time employees: 400 Expansion plans: 30-50 FTEs Management/Contact: Olga Pavlikova Tel.: 420724173085 Olga.Pavlikova@DixonsCarphone.com Petter Frisell Tel.: 420725758727 Petter.Frisell@DixonsCarphone.com SSC Dixons Retail SSC Brno Business type: SSC Global HQ location: United Kingdom Year started: 2007 Services: F&A, Customer Support, Call Center Full time employees: 500 Languages spoken: 10 languages Management/Contact: Olga Pavlikova, SSC Director SSC Edwards Services Brno Business type: SSC Global HQ location: USA Year started: 2009 Services: F&A, Call Center, SSC is in charge of all finance activities for European and US Edwards entities. SSC employs 75+ finance staff.

Full time employees: 100 Languages spoken: 10 languages Management/Contact: Pavel Sustek, Global Controller for General Vacuum, Country Leader & FD Europe SSC Gardner Denver Brno Business type: SSC Sectors covered: Leading worldwide manufacturer of highly engineered products with revenues of circa $1.9 billion).

Global HQ location: USA Year started: 2011 Services: F&A Full time employees: 80 Languages spoken: European languages Management/Contact: Jan Pokorného, site manager GTS Brno (Lufthansa) Brno Business type: Call Centre Global HQ location: Germany (GTS Brno is a 100 % subsidiary of Lufthansa) Year started: 2004 Services:, Logistics/Supply Chain, Customer Support, Support for individual customers, travel agencies and corporates that use Lufthansa for their

travels. Beside the direct call support, also communicate via e-mail and chat. Back office tasks supporting Lufthansa operation such as airline ticket sales or weight and balance calculation for flights of 30 different airlines.

Full time employees: 300 Languages spoken: 10 languages Management/Contact: Roman Tesař, site director SSC Honeywell Brno Tel.: +420-242-442-111 Business type: SSC/R&D Global HQ location: USA Year started: 2006 Services: F&A Full time employees: 50 Languages spoken: 10 languages Notes: In 2006, the Brno Design Center was integrated into Honeywell Technology Solutions’ international network of Research, Development and Engineering centers, located in the US, China, India and the Czech Republic. This center provides support to different business divisions -- Aerospace and Automation and Control Solutions on a global level.

IBM Brno Business type: BPO - IT Global HQ location: USA Year started: 2001 Full time employees: 3000 Languages spoken: 25 languages Icon Communication Center Brno Tel.: +420 221 709 201 Business type: Call Centre Global HQ location: ICON is owned by Utilitywise, a UK consultancy.

Year started: 2003, 2007 Services:, Customer Support, Call Center Full time employees: 300 Languages spoken: 25 languages Management/Contact: Helen Hickin, Managing Director Mark Matthews, Site Director Infosys Brno Tel.: +420-542-212-406 Business type: BPO Global HQ location: India Year started: 2004 Services:, F&A, customer support, IT Full time employees: 450 Languages spoken: 15 languages Management/Contact: Rafal Drygala, EMEA Senior Program Manager - Transitions SSC Mediclinic Brno Tel.: +420-549-121-548 Business type: SSC Sectors covered: MediClinic is a primary healthcare provider, founded by Penta, spread out across the whole Czech Republic, with over 110 units, Global HQ location: South Africa Year started: 2008 Services: F&A Full time employees: 360

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SSC SITA Global Services Prague Tel.: +420-221-180-111 Business type: SSC Sectors covered: World’s leading specialist in air transport communications and information technology.

Global HQ location: Switzerland Year started: 2006 Services: F&A, Customer Support Full time employees: 160 Languages spoken: English, French, CEE (6 languages) Notes: Provides accounting / financial services including statutory compliance and reporting tasks via Shared service center into more than 40 SITA branches in Europe.

Year started: 2008 Services:, IT Services, Customer Support Full time employees: 400 Languages spoken: English, Czech

71 CEE Shared Services

SSC Siemens, s.r.o. GS BPS CZ Prague Tel.: +420 233034960 Business type: SSC Global HQ location: Germany Year started: 2003, 2008 Services: F&A, IT Services, HR Full time employees: 1000+ Languages spoken: 15 languages Management/Contact: Adam Kiwalski, Site Manager

Czech Republic Languages spoken: 5 languages

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SSC Monster Brno Business type: SSC Global HQ location: USA Year started: 2004, 2008 Services: F&A Full time employees: 400 Languages spoken: 14 European languages

CEE Shared Services

72

SSC Motorola Brno Business type: SSC Global HQ location: USA Year started: 2003 Services:, Call centre and repair.

Full time employees: 260 Languages spoken: 7 languages Notes: BASE SSC Norgren Brno Tel.: +420-532-278-111 Business type: SSC Global HQ location: USA Year started: 2005 Services: F&A Full time employees: 10 Languages spoken: 7 European languages SSC PPG Industries Brno Tel.: +420-371-791-081 Business type: SSC Global HQ location: USA Year started: 2005 Services: F&A Full time employees: 280 Languages spoken: 5 languages SSC Johnson Controls Ceska Lipa Business type: SSC Global HQ location: USA Year started: 2004 Services: F&A, IT Services, HR Full time employees: 120 Languages spoken: 6 languages Comdata Czech Chrudim Business type: Call Centre Global HQ location: Italy Year started: 2012 Services:, Call Center Full time employees: 800+ Expansion plans: Comdata recently bought the Czech operations of Atento.

Notes: Group company offers customer assistance services in Czech language for the telecommunications sector, in particular for Vodafone Czech Republic.

SSC Foxconn Kutna Hora Tel.: +420-466-057-200 Business type: SSC Global HQ location: Taiwan Year started: 2006 Services: F&A Full time employees: 60 Languages spoken: European languages

SSC MANN+HUMMEL Nový Ves Tel.: +420-568-898-111 Business type: SSC Services: F&A Full time employees: 1200 Notes: The shared-services centre of MANN + HUMMEL Service in Nový Ves in the Třebíč district opened a new development centre with a testing laboratory in autumn 2013.

The research and development department’s investment amounted to nearly CZK 90 million in 2013, thus building on the company’s previous investments in production, business support services and other areas.

Management/Contact: daniela.vilhelmova@mann-hummel.com Eva Doležalová, HR Business Partner SSC MANN+HUMMEL Service s.r.o.

Nová Ves 66 675-21 Okříšky Business type: SSC Sectors covered: Business Services Global HQ location: Nová Ves 66, 675 21 Okříšky Year started: 2007 Services:, IT Services, HR, Data Analytics, Customer Support, Accountingl, Research and Develpment, Project Management, Project Controling, Purchasing, IT and SAP, Material Data Management Countries served: Global Full time employees: 270 Management/Contact: Ing. Richard Auer Tel.: +420 568 89 8508 richard.auer@mann-hummel.com Ing. Eva Doležalová Tel.: +420 568 89 8534 eva.dolezalova@mann-hummel.com SSC ExlService (Schneider Logistics) Olomouc Business type: SSC Global HQ location: Exl (India-based) Year started: 2005 Services: F&A, Customer Support Full time employees: 173 Languages spoken: 4 languages Notes: BPO firm ExlService Holdings acquired (in 2009) the BPO unit of US-based Schneider Logistics in Czech Republic as a part of a multi-year outsourcing agreement with the logistics firm.

Icon Communication Center Olomouc Tel.: +420 221 709 201 Business type: Call Centre Global HQ location: ICON is owned by Utilitywise, a UK consultancy.

Year started: 2003, 2007 Services:, Customer Support, Call Center Full time employees: 300 Languages spoken: 25 languages Management/Contact: Helen Hickin, Managing Director Mark Matthews, Site Director SSC John Crane Sigma Olomouc Business type: SSC Services: F&A

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Countries served: Czech Republic, Germany, Hungary, Italy, Poland, Romania, Russia, Turkey, Slovakia and others.

Notes: Financial services cover accounting, statutory and management reporting, budgeting, taxation, treasury, internal controls and other compliance.

Management/Contact: Stanislav Hajek, CEE Financial Services Controller at John Crane SSC ČEZ KORPORÁTNÍ SLUŽBY Ostrava Business type: SSC Sectors covered: energy generation and distribution Services: F&A, transport services, administration of movable and immovable property, support administrative services, accounting, payroll calculation and personnel administration Full time employees: 260 CGI IT Czech Ostrava Business type: BPO Sectors covered: CGI provides end-to-end IT and business process services Year started: 2015 Services:, global IT and business process services provider.

Comdata (Ostrava) Ostrava Business type: Call Centre Services:, Call Center Full time employees: 92 Notes: Group company offers customer assistance services in Czech language for the telecommunications sector, in particular for Vodafone Czech Republic.

Comdata Czech Ostrava Business type: Call Centre Global HQ location: Italy Year started: 2012 Services:, Call Center Full time employees: 800+ Expansion plans: Comdata recently bought the Czech operations of Atento.

Notes: Group company offers customer assistance services in Czech language for the telecommunications sector, in particular for Vodafone Czech Republic.

SSC DHL Express (Ostrava) Ostrava Business type: SSC Services: F&A, Logistics/Supply Chain, accounting, tax records, consulting, marketing, road transport, trade and services Full time employees: 209 SSC DSV ROAD Ostrava Business type: SSC Services: F&A Full time employees: 17 GE Money Ostrava Business type: Call Centre Global HQ location: United Kingdom Year started: 2006 Services:, Call Center

2015

SSC GE MONEY BANK Ostrava Business type: SSC Services:, employee support, product offering, approval of loan products, sales point employee support, answering queries Full time employees: circa 650 GENPACT CZECH Ostrava Business type: BPO Services:, BPO Full time employees: circa 100 K2 Atmitec Ostrava Tel.: +420 595 135 111 Business type: ITO Sectors covered: Main activities are primarily the development, implementation and maintenance of the K2 Information System and running our own K2 Data Center.

Full time employees: 85 O2 Ostrava Business type: Call Centre Services:, Call Center, handling private and corporate clients, call customer care, handling complaints, offering company products and services Full time employees: 230 internal staff and 330 agency staff OKIN BPS Ostrava Tel.: +420-724-614-658 Business type: BPO Sectors covered: key areas of support services for businesses – facility management, business process outsourcing and education.

Global HQ location: Czech Republic Year started: 2004 Services:, OKIN BPS provides full business process outsourcing from the identification of services and processes that might be outsourced to feasible studies.

Countries served: Czech Republic, Slovakia, Ukraine, Bulgaria, Romania, Poland and Serbia Full time employees: 1500 Languages spoken: European languages pwc Ostrava Business type: BPO Services:, tax, legal and consulting services Full time employees: 20 SSC RWE Zákaznické služby, s. r. o.

Ostrava Business type: SSC Sectors covered: energy and electricity Full time employees: 466 + 7 SSC Siemens, s.r.o. GS BPS CZ Ostrava Tel.: +420 233034960 Business type: SSC Global HQ location: Germany Year started: 2003, 2008 Services: F&A, IT Services, HR Full time employees: 1000+

2015

Languages spoken: 15 languages Management/Contact: Adam Kiwalski, Site Manager

Full time employees: 94 Languages spoken: N/A Notes: BASE

Stora Enso Wood Products Ždírec s.r.o.

Ostrava Business type: ITO Services:, IT Services, software development Full time employees: 110

MSD Business type: IT research Sectors covered: global provider of health care products and services Year started: 2015 Expansion plans: Centre will offer 100 new jobs for IT specialists this year and an additional 100 jobs will be opened once the centre goes fully live in 2015. The final number of employees will be reached in 2017. The total investment in the first three years of operation will be in excess of CZK 1bn.

Management/Contact: John Westby

Tieto Ostrava Business type: BPO - IT Global HQ location: Finland Year started: 2004 Services:, Customer Support, IT development Full time employees: 2000 Languages spoken: 5 languages XEROX Ostrava Business type: BPO Services:, Customer Support, Call Center, customer care, telesales, administration, technical support Full time employees: more than 150 SSC Foxconn Pardubice Tel.: +420-466-057-200 Business type: SSC Global HQ location: Taiwan Year started: 2006 Services: F&A Full time employees: 60 Languages spoken: European languages

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NonStop Recruitment Pardubice Tel.: +420-466-266-720 Business type: BPO - recruitment Global HQ location: United Kingdom Year started: 2008 Full time employees: 52 Languages spoken: English ADP Employer Services Pilsen Business type: BPO Global HQ location: USA Year started: 2005 Services:, BPO providing HR and employee services Full time employees: 650 Languages spoken: 15 languages Notes: BASE Sony DADC Czech Republic - European Service Centre Pilsen Tel.: +420 377 169 240 Business type: BPO Services:, Customer Support Notes: Services include: backoffice operations such as procurement services, financial services, and general call centre services. Administrative and accounting services in the areas of accounts payable, accounts receivable, general ledger and fixed assets, travel & expenses and all other backoffice services.

SSC ON Semiconductor Roznov pod Radhostem Business type: SSC (fin/acc, supply mng, logistics, HR) Global HQ location: USA Year started: 2012

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CEE Shared Services

Full time employees: 750 Languages spoken: Czech, Slovak, English

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Czech Republic

Hungary

Hungary

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SSC Accenture Budapest Business type: SSC Sectors covered: global management consulting, technology services and outsourcing company Global HQ location: Ireland Year started: 1992 Services: F&A, BPO Full time employees: 260

CEE Shared Services

74

SSC Acelity Budapest Tel.: +36 1 880 2100 Business type: SSC Sectors covered: medical technology business Global HQ location: USA (Texas) Year started: 2010 Services: F&A Full time employees: 250+ Languages spoken: English, German, French, Italian Notes: (formerly known as KCI Medical) Management/Contact: Adriano Cito, Vice President Finance EMEA; General Manager Global SSC SSC Adminex Company Budapest Business type: SSC Global HQ location: UK Year started: 2011 Services:, Administration outsourcing Full time employees: 200 Notes: local solutions for administration SSC Agco Budafoki ut. 91-93 1117 Budapest Tel.: +361-882-8300 Business type: SSC - Center of Excellence Sectors covered: Finance Global HQ location: USA (Georgia) Year started: 2011 Services: F&A, IT Services, HR Full time employees: 98 Languages spoken: English, German, French Notes: farm equipment manufacturer Management/Contact: Szakacs Emese

Full time employees: 100+ Languages spoken: English, German, Spanish, Italian, Dutch, French, Arabic, Polish, Russian, Avaya Budapest Business type: BPO Sectors covered: customer relationship management solutions Global HQ location: USA (New Jersey) Year started: 2003 Services:, Customer Support, Call Center Full time employees: 100+ SSC Avis Budget Group BSC Kft. Budapest Tel.: 361-887-1400 Business type: SSC Sectors covered: car rental company Global HQ location: USA (New York) Year started: 2003 Services: F&A, IT Services, HR, Data Analytics Full time employees: 1000+ Languages spoken: 10 languages SSC BP European Business Service Centre Soroksari ut.32-34 1095 Budapest Tel.: 361-866-6300 Business type: SSC Sectors covered: producer and marketer of oil and gas Global HQ location: UK Year started: 2009 Services: F&A, Captive Full time employees: 950 Languages spoken: 14 languages Management/Contact: Jamie Anderson, General Manager

SSC Agoda Budapest Business type: SSC Sectors covered: hotel reservation company Global HQ location: Singapore Year started: 2011 Services:, Customer Support, Captive Full time employees: 148

SSC British Telecom Budafoki ut 91-93 Budapest Tel.: +361-777-0600 Business type: SSC+Centre of Excellence Sectors covered: customer service,finance,commercial and business process support Global HQ location: UK Year started: 2001 Services: F&A, IT Services, HR, Data Analytics, Customer Support, Captive Full time employees: 1150 Languages spoken: 19 languages Notes: telecommunications provider Management/Contact: Andor Farago, General Manager Szucs Attila

SSC Albemarle Budapest Tel.: +361-883-9600 Business type: SSC - Center of Excellence Sectors covered: chemical company Global HQ location: USA (Lousiana) Year started: 2009 Services: F&A

SSC Celanese Vaci ut 33 1134 Budapest Tel.: +361-627-7400 Business type: SSC Sectors covered: chemicals, technology and specialty materials.

Global HQ location: USA (Texas)

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Year started: 2007 Services: F&A, Logistics/Supply Chain, Customer Support Full time employees: 450+ Languages spoken: English, German, French, Spanish, Dutch, Swedish, Russian, Hungarian, other Management/Contact: Rory Carrick, General Manager Katona Istvan (CFO) and Czugler Petra (Marketing Director) SSC Celergo Budapest Tel.: +361-235-3746 Business type: SSC Year started: 2012 Services:, BPO Full time employees: 8 Notes: payroll service provider. Accounting, Tax compliance, Payroll SSC Cemex Budapest Business type: SSC Global HQ location: Mexico Year started: 2005 Services: F&A Full time employees: 258 Languages spoken: not available Notes: building materials SSC Citigroup Hungaria korut 40-44 1080 Budapest Tel.: +361-374-5000 Business type: SSC Sectors covered: financial services Global HQ location: USA (New York) Year started: 2005 Services: F&A, IT Services, Customer Support Full time employees: 900+ Languages spoken: English, French, Polish, German, Italian, Russian, Spanish Management/Contact: Agostonne Beata Elod, General Manager citibank.magyarorszag@citi.com Ungar Gyorgy (CFO) and Yalcinkaya Veronika Cognizant Budapest Tel.: +361-557-5454 Business type: BPO Global HQ location: USA (New Jersey) Year started: 2007 Services:, IT Services, Customer Support, BPO Full time employees: 70 Notes: IT services Comforce Budapest Tel.: +36 1 999 5300 Business type: BPO - Call Center Year started: 2008 Services:, Customer Support, Call Center, BPO Full time employees: 50 Notes: customer care,sales support, marketing support Management/Contact: David L. Papp SSC Corning Hungary Budapest Tel.: +361-481-2300 Business type: SSC

2015

Hungary Budapest Citigroup Cognizant Comforce Corning Hungary CPL Jobs DHL Diageo DTZ Shared Service Centre E-Sense Ecolab - Budapest Shared Services Center Ellerton Call Centers Emirates Erste Bank

ESAB Exxon Mobil FAO GE Global Operations Center Genpact Getronics Givaudan Greif Grundfos HP IBM INBev Intercomp Global Services

IT Services Hungary Kft. KLM Financial Shared Service Center Lexmark Liferay Medea Services Group MOL Group Morgan Stalnley - Business Services and Technology Centre Mylan NCR NGA Human Resources (Northgate Arinso)

Nokia Solutions and Networks NXP Semiconductors Hungary PHOTEL Kommunikációs Zrt. Process Solutions Kft. Procter & Gamble RSC Regional Service Company Ltd. Roche SAP Global Support Center Sykes Systemax Business Services

T-Systems Tata Consultancy Services Transcom UCMS Group UNHCR Unisys Viacom International Hungary Kft. Vodafone (VSSB)

Budaörs

Nyíregyháza Raiffeisen Bank Lego

Debrecen British Telecom Concentrix Merlin National Instruments

Törökbálint

Budaörs

Telenor Common Operations

BUDAPEST

Debrecen

Törökbálint Székesfehérvár Szolnok

Szolnok MÁV

Békéscsaba

Békéscsaba Budapest Bank/ GE

Székesfehérvár Alcoa Emerson IBM Sapa Shared Services Visteon Harman

Pécs Pécs

75

BUW

Sectors covered: specialty glass and ceramics company Global HQ location: USA (New York) Year started: 2006 Services: F&A Full time employees: 60 Languages spoken: not available

Year started: 2001 Services: F&A Full time employees: 900+ Languages spoken: English, German, Frech, Russian, Spanish, Portuguese, Danish, Dutch, Flamand, Swedish

CPL Jobs Kft. Budapest Tel.: +361-501-5461 Business type: BPO Services:, HR, HR and recruitment. close cooperation with HP. Management/Contact: John Paul McGonigle, Site Manager

SSC DTZ Shared Service Centre Budapest Business type: SSC Services: F&A Management/Contact: Arjen Sader, Head of Budapest SSC

DHL Budapest Business type: Call Center Sectors covered: logistics company Global HQ location: Germany Year started: 2011 Services:, Logistics/Supply Chain, Customer Support Full time employees: 145 Languages spoken: Hungarian, English, German, Spanish, Portuguese, Czech, Polish Notes: Order management SSC Diageo Budapest Tel.: +361-412-9511 Business type: SSC Sectors covered: beer, wine and spirits company Global HQ location: UK

2015

and Outsourcing Directory

Nyíregyháza

TetraPak

E-Sense Budapest Business type: Call Center Sectors covered: manpower leasing Year started: 2001 Services:, Call Center, Captive Full time employees: 570 Languages spoken: Hungarian, Slovak, Polish, Russian, English SSC Ecolab - Budapest Shared Services Center Vaci ut.81 Budapest Tel.: + 36-1-880-5610; +36 1 880 5601 Business type: SSC Sectors covered: Ecolab (ECL) is the global leader in water, hygiene and energy technologies and services that protect people and vital resources, with 2012 sales of $12 billion.

Global HQ location: USA (Minneapolis)

Year started: 2006 Services: F&A, OTC, Customer Services, Supply Chain Finance, Vendor Management, Logistics Full time employees: 250 Languages spoken: 16 Notes: The BSSC is a centre of excellence for Order to Cash and Procure to Pay processes, with business marketing, supply chain finance, FP&A as well as business unit finance support also located in the centre. The BSSC manages and provides customer services, billing & invoice dispute resolution management, customer pricing & deal management set-up & maintenance, procurement administration services, as well as logistics support.

Management/Contact: James Nelson, Director, Shared Services Centre, Budapest www.ecolab.com/budapest Ellerton Call Centers Budapest Business type: Call Center Year started: 2012 Services:, Call Center, BPO Emirates Budapest Business type: Call Center Sectors covered: air transport Global HQ location: UAE Year started: 2014 Services:, Customer Support, Call Center Full time employees: 400 +

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CEE Shared Services

Accenture Acelity Adminex Company Agco Agoda Albemarle Avaya Avis Budget Group BSC BP European Business Service Centre British Telecom Celanese Celergo Cemex

Hungary Erste Bank Budapest Business type: Call Center Sectors covered: Finance Global HQ location: Austria Year started: 2006 Services:, Customer Support, Call Center, Captive Languages spoken: English, Hungarian

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SSC ESAB Budapest Tel.: +361-382-1200 Business type: SSC Sectors covered: producer of welding consumables and equipment Global HQ location: UK Year started: 2010 Services: F&A, Logistics/Supply Chain Full time employees: 140

CEE Shared Services

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SSC Exxon Mobil Budapest Business type: SSC Sectors covered: producer of petroleum and petrochemicals Global HQ location: USA (Texas) Year started: 2003 Services: F&A, HR, Data Analytics, Logistics/Supply Chain, Customer Support, Captive Full time employees: 1500+ SSC FAO Budapest Business type: SSC Global HQ location: United Nations Year started: 2007 Services: F&A, HR, Regional Centre:administrative, finance & HR services Full time employees: 115 Languages spoken: English SSC GE Global Operations Center Váci út 77 Budapest Business type: SSC Global HQ location: USA Year started: 2014 Services: F&A, IT Services, HR Full time employees: 900 Expansion plans: GE Global Operations opened its office in 2014 in Budapest and is now about to expand further: in the next year, about 1000 new hires are planned.

Notes: GE Global Operations Center, Budapest was inaugurated in February 2014, which is an integral part of GE’s global strategy driving service innovation and simplification in its operations.

It will provide integrated shared services to GE businesses across Europe and beyond. In 2014, Genpact center was integrated to GE. Genpact Budapest Business type: BPO Global HQ location: India Year started: 2002 Services: F&A, Customer Support Full time employees: 300 Notes: technology, engineering, media and financial services company Getronics-> Emea Távolsági Szolgáltató Zrt Budapest Business type: Call Center

Top 45 Universities in Hungary 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45

Eötvös Loránd Tudományegyetem (Budapest) Budapesti Muszaki és Gazdaságtudományi Egyetem (Budapest) Szegedi Tudományegyetem (Szeged) Közép-Európai Egyetem (Budapest) Debreceni Egyetem (Debrecen) Pécsi Tudományegyetem (Pécs) Miskolci Egyetem (Miskolc) Budapesti Corvinus Egyetem (Budapest) Óbudai Egyetem (Budapest) Nyugat-Magyarországi Egyetem (Sopron) Pázmány Péter Katolikus Egyetem (Budapest) Széchényi István Egyetem (Gyor) Pannon Egyetem (Veszprém) Nyíregyházi Foiskola (Nyíregyháza) Budapesti Gazdasági Foiskola (Budapest) Kodolányi János Foiskola (Székesfehérvár) Magyar Képzomuvészeti Egyetem (Budapest) Kecskeméti Foiskola (Kecskemét) Andrássy Gyula Budapesti Német Nyelvu Egyetem (Budapest) Károli Gáspár Református Egyetem (Budapest) Gábor Dénes Foiskola (Budapest) Szolnoki Foiskola (Szolnok) Magyar Táncmuvészeti Foiskola (Budapest) Budapesti Kommunikációs és Üzleti Fõiskola (Budapest) Moholy-Nagy Muvészeti Egyetem (Budapest) Liszt Ferenc Zenemuvészeti Egyetem (Budapest) International Business School (Budapest) Dunaújvárosi Foiskola (Dunaújváros) Nemzeti Közszolgálati Egyetem (Budapest) Eötvös József Foiskola (Baja) Kaposvári Egyetem (Kaposvár) Szent István Egyetem (Gödöllö) Semmelweis Egyetem (Budapest) Debreceni Református Hittudományi Egyetem (Debrecen) Zsigmond Király Foiskola (Budapest) Edutus Foiskola (Tatabánya) Károly Róbert Foiskola (Gyöngyös) Szinház-és Filmmuvészeti Egyetem (Budapest) Tomori Pál Foiskola (Kalocsa) Altalános Vállalkozási Foiskola (Budapest) Eszterházy Károly Foiskola (Eger) Wesley János Lelkészképzo Foiskola (Budapest) Wekerle Sándor Üzleti Foiskola (Budapest) Esztergomi Hittudományi Fõiskola (Esztergom) Adventista Teológiai Fõiskola (Pécel)

Sectors covered: information and communications technology (ICT) company Global HQ location: Netherlands Year started: 2004 Services:, IT Services, Customer Support Full time employees: nearly 200 Languages spoken: English, German, French, Dutch, Spanish SSC Givaudan Budapest Tel.: +361-880-5003 Business type: SSC Sectors covered: fragrance and flavours maker Global HQ location: Switzerland Year started: 2010 Services: F&A Full time employees: 131 Languages spoken: English, German, French,

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Italian, Spanish, Russian, Dutch SSC Greif Budapest Business type: SSC Sectors covered: industrial packaging products Global HQ location: USA Year started: 2013 Services: F&A Full time employees: 15 SSC Grundfos Budapest Tel.: +361-272-4115 Business type: SSC Sectors covered: pump manufacturer Global HQ location: Denmark Year started: 2010 Services: F&A

2015

Hungary

IBM International Shared Service Center Budapest Tel.: +36-1/777-1055 Business type: BPO Sectors covered: IT services and software firm Global HQ location: USA Year started: 2004 Services: F&A, HR, Customer Support, Call Center, The Center provides back-office and call-center services for IBM’s own operations and global customer set. Some of the services that ISSC provides include: process support for human resources, customer services, accounting and financing.

Full time employees: 2300 Languages spoken: support in 25 languages, 6 geographies serving over 50 countries.

SSC INBev Budapest Business type: SSC Sectors covered: beer producer Global HQ location: Belgium Year started: 2006 Services: F&A, Captive Full time employees: 290 Languages spoken: not available Intercomp Global Services Budapest Tel.: +36 21 380 1913 Business type: BPO Services: F&A, Payroll processing Full time employees: 20 Management/Contact: Sergey Buchin IT Services Hungary Kft. Budapest Tel.: +361-456-5400 Business type: BPO Sectors covered: IT support Global HQ location: Germany (T-Systems International is 100% owner) Year started: 2007 Services:, IT Services, CC+high value added IT services Full time employees: 1750+ Languages spoken: German, English, Italian, Dutch, French Notes: Telecommunication services Management/Contact: Jürgen Grunert, Managing Director SSC KLM Financial Shared Service Center Budapest Business type: SSC Sectors covered: Airlines Global HQ location: Netherlands

2015

Lexmark Lechner Odon fasor 8 (Millenium Towers) 1085 Budapest Tel.: 361-501-7200 Business type: BPO Sectors covered: Lexmark solutions streamline business workflow and make teams more efficient.

Encourage growth through productive workflow.

Global HQ location: USA (Kentucky) Year started: 2008 Full time employees: 300+ Management/Contact: Peter Csucska, General Manager Tel.: +361-501-7256 SSC Liferay Budapest Business type: SSC Sectors covered: software solutions provider Global HQ location: USA Year started: 2011 Services:, IT Services Full time employees: 75+ Medea Services Group Budapest Tel.: +36 (1) 270 20 40 Business type: BPO Sectors covered: Media Global HQ location: Germany Year started: 1997 Services:, IT Services, Customer Support Full time employees: 35+ Languages spoken: Hungarian, Romanian, German Expansion plans: Romania (Oradea) and Hungary (Bupapest) Notes: BPO, Virtual SSC, Digitalization and documentation support for media companies (with primary focus on DACH countries) Management/Contact: Dr. Marc Pinter, Geschäftsführung www.medea.eu/ SSC MOL Group Budapest Tel.: +361-371-9536 Business type: SSC Sectors covered: producer of petroleum and petrochemicals Global HQ location: Hungary Services: F&A, IT Services, standalone Shared Service Center provisioning IT services to 50+ subsidiaries in 15+ countries Full time employees: 450 Management/Contact: Róbert Mántó SSC Morgan Stalnley - Business Services and Technology Centre Lechner Ödön fasor 8.

1095 Budapest Tel.: +36 1 881 4000 Business type: SSC

Sectors covered: Finance Global HQ location: USA Year started: 2005 Services: F&A, Data Analytics, provides support across a variety of services including Information Technology, Financial Control, Operations, Credit Risk and Documentation.

Full time employees: 800 Notes: Business Services and Technology Centre includes MS’s Mathematical Modeling Centre.

Management/Contact: Adam Dobbie, Vice President, Morgan Stanley - Administration Tel.: +44 20 7677-4573 SSC Mylan Budapest Business type: SSC Sectors covered: One of the largest generics and specialty pharmaceutical companies in the world, manufacturing and marketing approximately 1,400 different products to retail, wholesale, government and institutional customers.

Year started: 2015 Services: F&A Notes: New SSC in process of being setup.

SSC NCR Budapest Business type: SSC - Centre of Excellence Sectors covered: Automated teller machine maker Global HQ location: USA (Ohio) Year started: 2007 Services: F&A, Customer Support, Call Center Full time employees: 90 NGA Human Resources (Northgate Arinso) Bocskai ut 134-136 1113 Budapest Tel.: +361-505-3000 Business type: BPO Sectors covered: HR Global HQ location: UK Year started: 2003 Services:, Customer Support, Payroll outsourcing, technology consulting, HR consulting Full time employees: 37 Languages spoken: not available Notes: NGA Human Resources is a global leader in helping organizations transform their business-critical HR operations to deliver more effective and efficient people-critical services.

SSC Nokia Solutions and Networks Budapest Tel.: +36-20-9777-797 Business type: SSC Sectors covered: maker of mobile phone network equipment Global HQ location: Finland Year started: N/A Services: F&A Full time employees: 250 SSC NXP Semiconductors Hungary Budapest Tel.: +36 1 382 1900 Business type: SSC Sectors covered: semiconductors Global HQ location: Netherlands Year started: 2005 Services:, Logistics/Supply Chain, Customer Support, IT customer support and supply chain/logistics management

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HP Budapest Tel.: +361-229-9999 Business type: BPO Services Sectors covered: computer and business services firm Global HQ location: USA (California) Year started: 1991/96 Services: F&A, HR, Data Analytics, Customer Support, Document management Full time employees: 1500 Languages spoken: not available

Year started: 2006 Services: F&A, The FSSC in Budapest performs financial services for KLM sales offices in around 80 countries.

Full time employees: 120 Languages spoken: English, German, Italian, Spanish, Dutch, French, Russian, Ivrit,Polish, Catalan, Latin

77 CEE Shared Services

Full time employees: 165 Languages spoken: 22 languages

Hungary Full time employees: 110

and Outsourcing Directory

PHOTEL Kommunikációs Zrt. Budapest Tel.: +36 1 453 53 00 Business type: BPO - Call Centre Sectors covered: Call centre operator: Full-service inbound and outbound teleservices Global HQ location: Hungary Year started: 2006 Services:, Call Center Full time employees: 250 Languages spoken: Hungarian, German, Slovak, Croatian, Slovenian, Romanian, English Management/Contact: Zsolt Lakatos, CEO

CEE Shared Services

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Process Solutions Kft. Budapest Tel.: +361-451-7100 Business type: BPO Sectors covered: multiple sectors Global HQ location: Budapest Year started: 2002 Services:, payroll, accounting, business administration Countries served: CEE Full time employees: 250+ Management/Contact: Andrew Majlath SSC Procter & Gamble RSC Regional Service Company Ltd. Kisfaludy utca 38 1082 Budapest Tel.: +36 1 451 1100 Business type: SSC Sectors covered: consumer products manufacturer Global HQ location: USA (Ohio) Year started: 1991 Full time employees: 198 SSC Roche Budapest Business type: SSC Sectors covered: world’s largest biotech company, global market leader for in-vitro diagnostics and cancer & transplantation drugs.

Global HQ location: Switzerland Year started: 2006 Services: F&A, HR, provides financial and HR services to support the European and Global Roche affiliates Full time employees: 352 Languages spoken: All European languages SSC SAP Global Support Center Záhony u. 7.

1031 Budapest Business type: SSC Sectors covered: Software for enterprise resource planning, business intelligence, supply chain management, customer relationship management, and product life-cycle management.

Global HQ location: Germany Year started: 2005 Services:, provides support services mainly to European SAP clients and SAP division and daughter companies.

Full time employees: 500 Notes: business management software company Sykes Váci út 117-119 1138 Budapest

Business type: BPO Sectors covered: SYKES is a global leader in providing customer contact management solutions and services in the business process outsourcing arena.

Global HQ location: USA (Florida)(Skyes Enterprises Corporate) Year started: 1999 Services:, Customer Support, Call Center, provides outsourced customer support services to its clients.

Full time employees: 800 Languages spoken: Portuguese, English, Italian, German, French, Dutch, Greek, Turkish, Hebrew, Norwegian+ all East-EU SSC Systemax Business Services Futó utca 35-45 1082 Budapest Business type: SSC Sectors covered: Sells personal computers, computer supplies, consumer electronics and industrial products through a system of branded e-Commerce web sites, retail stores, relationship marketers and direct mail catalogs in North America and Europe.

Global HQ location: USA Year started: 2013 Services:, accounting, sales, customer service, purchasing, marketing, HR and IT support.

Full time employees: 400 T-Systems Budafoki ut 56 1117 Budapest Tel.: +361-452-1400 Business type: ITO Sectors covered: information and communications technology (ICT) company Global HQ location: Germany (100 percent ownership

by Magyar Telekom) Year started: 2005 Services: F&A Management/Contact: Tibor Rékasi, CEO Róbert Bukits, Director, International Sales Tata Consultancy Services Irinyi J. utca 4-20.

1117 Budapest Business type: BPO Sectors covered: IT outsourcing services Global HQ location: India Year started: 2001 Services:, Data Analytics, Logistics/Supply Chain, Customer Support, Provide near-shore services to customers in Western and Eastern Europe and to customers with a global presence.

Full time employees: 1200 Languages spoken: 32 languages: All EU + Mandarin, Arabic, Slavic.

Transcom Budafoki út 91-93 1117 Budapest Business type: Call Center Sectors covered: CRM services Global HQ location: Luxembourg Year started: 2004 Services:, Customer Support, Call Center Full time employees: 550 Languages spoken: English, German, French, Italian, Spanish, Portuguese, Dutch, Danish, Norwegian, Swedish, Finnish,Russian, Romanian, Czech,

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Slovak,Croatian, Serbian, Polish, Arabic, Hungarian, Turkish Notes: global customer experience specialist, providing customer care, sales, technical support and credit management services through an extensive network of contact centers and work-at-home agents. New location opened in 2014 in Szeged.

UCMS Group Hermina ut 17 1146 Budapest Tel.: +361-437-6667 Business type: BPO Sectors covered: financial services, pharmaceutical, distribution and logistics, manufacturing, automotive, IT and B2B industries.

Year started: 1995 Services:, Payroll, HR and Accounting Full time employees: 100 SSC UNHCR Felvinci út 27 1027 Budapest Business type: SSC Sectors covered: UN refugee agency Global HQ location: United Nations Year started: 2008 Services: F&A, HR, Logistics/Supply Chain, Finance & HR services, supply management Full time employees: 250 Notes: The center in Budapest operates as the most important administration unit of UNHCR in Europe and provides financial and accounting, payroll, HR, logistics and communication services to the organization.

Unisys Vaci ut 1-6 1062 Budapest Tel.: +361-801-0300 Business type: BPO Sectors covered: technology services and solutions company Global HQ location: USA Year started: 2006 Services:, IT Services, Data Analytics, Logistics/Supply Chain, Customer Support, Finance, IT, Business support Full time employees: 680 Notes: provide outsourcing services, system integration and consulting services, infrastructure services, maintenance services and high-end server technology.

SSC Viacom International Hungary Kft. Bocskai ut 134-146 1113 Budapest Tel.: +361-872-0500 Business type: SSC Sectors covered: media and entertainment Global HQ location: USA Year started: 2010 Languages spoken: English SSC Vodafone (VSSB) Hungaria korut 40-44 1087 Budapest Tel.: +361-882-1000 Business type: SSC Sectors covered: mobile communications company Global HQ location: UK Year started: 2007

2015

Hungary

SSC TetraPak Budaörs Business type: SSC Sectors covered: Food packaging Global HQ location: Sweden Year started: 2012 Services: F&A SSC British Telecom Debrecen Tel.: +36-8-0201-396 Business type: SSC+Centre of Excellence Sectors covered: Telecoms Global HQ location: UK Year started: 2007 Services:, Captive Full time employees: 350 Languages spoken: 20+ languages Concentrix Debrecen Business type: Call Center Sectors covered: Outsourcing: Contact center Global HQ location: Ireland Year started: 2007 Services:, BPO Full time employees: WND SSC Merlin Debrecen Business type: SSC Sectors covered: media Global HQ location: UK Services:, IT Services, Customer Support, BPO Full time employees: 80 Notes: delivering support services, technology solutions, SSC National Instruments Debrecen Business type: SSC Sectors covered: software and hardware manufacturer Global HQ location: USA (Texas) Year started: 2006 Services: F&A, Customer Support, The Customer Service Center supports NI’s marketing and sales activities with data integrity and order management for more than 6 years in 18 European countries and the Americas including Latin-America. The Financial SSC has 25+ employees and supports NI offices in the UK, Ireland, France, Italy, Germany, Switzerland, Finland, Netherlands, Belgium, Portugal.

Full time employees: 100 Languages spoken: 18 languages including English, German, French, Italian, Spanish, Dutch,

2015

SSC Raiffeisen Bank Sóstói út 31/B 4400 Nyíregyháza Business type: SSC Sectors covered: Financial services Global HQ location: Vienna Austria Year started: 2012 Services: F&A, Customer Support, Provides customer support and financial services.

Full time employees: 110 SSC Lego Nyíregyháza Business type: SSC Year started: 2010 Services:, IT Services Full time employees: 48 BUW Pecs Business type: Call center Global HQ location: Germany Year started: 2006 Services:, Call Center Full time employees: 200+ Languages spoken: German SSC Alcoa Szekesfehervar Tel.: +36-2-2531-514 Business type: SSC Sectors covered: aluminium producer Global HQ location: USA (Pannsylvania) Year started: 2001 Services: F&A, Data Analytics Languages spoken: English, German, Hungarian, French, Spanish, Italian, Dutch, Russian SSC Emerson Szekesfehervar Business type: SSC - Sales support Sectors covered: electronic parts maker Global HQ location: USA (Missouri) Year started: 2010 Services:, Customer Support, European Sales Center Full time employees: 50 IBM Szekesfehervar Business type: BPO Sectors covered: IT services and software firm Global HQ location: USA (New York) Year started: 2007 Services: F&A Full time employees: 1500

aluminium and is one of the world’s leading manufacturers.

Global HQ location: Sweden Year started: 2008 Services:, IT Services, Data Analytics, Supports the introduction and implementation of ERP systems at more than 60 corporations of the Sapa Group. Besides ERP support, provides comprehensive IT and financial services to corporations operating in Europe and in America.

Full time employees: 150 SSC Visteon Aszavölgyi út 9/11 8000 Szekesfehervar Business type: SSC Sectors covered: Visteon designs, engineers and manufactures innovative components and systems for virtually every vehicle manufacturer worldwide, and these businesses generated $13.8 billion in sales.

Global HQ location: USA (Michigan) Year started: 2000 Services: F&A, Logistics/Supply Chain, Customer Support, Provides centralized administration services to the European subsidiaries of Visteon. These include product development, financial services, accounting services, procurement and logistics.

Full time employees: 223 SSC Harman Székesfehérvár Business type: SSC Sectors covered: audio and infotainment system provider Global HQ location: USA Year started: 2010 Services: F&A Full time employees: not disclosed MÁV Szolnok Business type: Call Center Sectors covered: rail service Global HQ location: Hungary Year started: 2014 Services:, Call Center Full time employees: 34 Languages spoken: Hungarian SSC Telenor Common Operations Ltd. Törökbálint Business type: SSC Sectors covered: communications,IT and media company Global HQ location: Norway Year started: 2013 Services:, IT Services, integrates the IT, network maintenance and management units and data centers in Hungary, Serbia and Montenegro.

Management/Contact: Øystein Mikkelsen, CEO

SSC Sapa Shared Services Szekesfehervar Business type: SSC Sectors covered: Sapa develops, manufactures and markets products for the lightweight material

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Budapest Bank/ GE Bekescsaba Business type: Call Center Sectors covered: bank Global HQ location: USA (Connecticut) Year started: 2007 Services:, Customer Support, Call Center Full time employees: 700+ Languages spoken: Hungarian, English

Finnish, Romanian, Slovakian, Polish, Russian, Norwegian, Portuguese.

Notes: Beside electronics manufacturing, the company has located to Debrecen its R&D center, and more centers for Global Business Services: the IT Development Center, Customer Service Center, Financial Shared Service Center, European Law Department.

Management/Contact: Hajnalka Bordas, General Manager, FSSC

79 CEE Shared Services

Services: F&A, IT Services, HR, Logistics/Supply Chain, Customer Support Full time employees: 1150+ Management/Contact: Denes Lang, General Manager Csaba Szende, Head of International HR Services

Romania

and Outsourcing Directory

Romania

CEE Shared Services

80

ADP Centre of Excellence Bucharest Business type: BPO Year started: 2015 Services:, Team uses standardized and automated systems and processes to help clients optimize HR and payroll operations Languages spoken: 9 Expansion plans: Bucharest center currently houses about 100 employees; that number is expected to rise to as many as 500 by July 2017.

Management/Contact: Mark Benjamin, president of Global Enterprise Solutions at ADP TC Kong, Romania centre head SSC Bombardier Shared Services Center Bucharest Tel.: +40 21 403 44 25 Business type: SSC Management/Contact: Eva Elges Tel.: 40214034425 eva.p.elges@ro.transport.bombardier.com SSC Carestream - EAMER Shared Service Center Bucharest Tel.: +402-1539-7100 Business type: SSC Services: F&A, HR Full time employees: 120+ Notes: A Shared Services Center supporting business process functions, as well as direct customer interaction.

Management/Contact: Adriana Raducu office.bucharest@carestream.com Competence Call Center AG Bucharest Business type: BPO Global HQ location: Austria Services:, Customer Support, Call Center Management/Contact: Veronika Weiss, Chief Financial Officer Tel.: 431811223344 veronika.weiss@yourccc.com Computer Generated Solutions (CGS) Bucharest Business type: BPO Sectors covered: customer care, technical support, help desk and telesales services Languages spoken: 18 Notes: CGS opened its 4th support center in Romania in 2014 (Targu Jiu is the newest; others are Bucharest, Brasov and Sibiu).

Management/Contact: Mihail Mihailovici, Business Development Manager mihail.mihailovici@cgsinc.com Conectys Preciziei 1 062202 Bucharest Business type: BPO Sectors covered: Business Services

Global HQ location: Bucharest, Romania Year started: 2004 Services: F&A, IT Services, Customer Support, Call Center, Multilingual Content Moderation; Know Your Customer Countries served: Global Full time employees: 500 Expansion plans: - New operational site (200 seats) in Sibiu, Romania.

- Expansion of our operations in the Philippines (going from currently 70 employees to above 150 by year end 2015).

- Expand our Work from Home workforce bespoke solutions.

- Continue to execute on our strategy for 2020.

Management/Contact: Cobbaert Arnold Tel.: +44 203 318 1593 info@conectys.com SSC DB Global Technology Center Bucharest Business type: SSC - IT Year started: 2014 Services:, IT Services Full time employees: 500 target by 2016 Notes: German bank Deutsche Bank opened its DB Global Technology center in Bucharest in 2014, the fourth such center, after similar facilities in Moscow, St Petersburg and North Carolina.

The centre will work on developing advanced technological solutions for several of Deutsche Bank’s activities.

SSC Deutsche Telekom Business Services SRL Bucharest Business type: SSC Services: F&A, Customer Support, Call Center Notes: provides human resource services to the group’s subsidiaries in the region.

Management/Contact: Nikolai Beckers, General Manager nikolai.beckers@cosmote.ro Ericsson - Global Services Center Bucharest Notes: The center located in Bucharest is one of the four Ericsson Global Services Centers and the only one located in Europe. It serves regional and global customers. In late 2014, the company announced that it planned to expand operations at the local center and add 300 more employees.

Genpact Europe Dimitrie Pompei 9-9A; Iride Business Park; Building 19&2D 020335 Bucharest Business type: BPO Sectors covered: Business Services Global HQ location: Services: F&A, IT Services, HR, Logistics/Supply Chain, Customer Support, Call Center, Collections, Re-engineering, GBS Set up/ Optimization/ Transformation and Other industry specific (eg. banking services)

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Countries served: Global Full time employees: 4000 Expansion plans: In Europe we deliver our services and solutions from 5 countries with 12 delivery centers. We continue to expand and diversify our delivery capabilities in order to be closer to our clients, particularly as the nature of our work becomes increasingly complex. Our recent center in Europe has been opened in April 2015 in Bratislava.

Management/Contact: Calin Avram, VP Europe CFO Tel.: +40 72 634 5526 calin.avram@genpact.com Anna Pankau - Broda, VP Operations Leader Europe Tel.: (+48) 609 535 578 anna.pankau@genpact.com Global Remote Services 3 Avrig Street; 1st floor 021571 Bucharest Business type: Other Sectors covered: Other Global HQ location: Bucharest / Romania Services:, Customer Support, Call Center Countries served: Western Europe Full time employees: 188 Expansion plans: GRS plans to broaden the geographical markets served; top priority are France, UK and Germany. Operationally, GRS will continue to expand in other cities from Romania in parallel with its geographical broadening of the served markets.

Management/Contact: Giuseppe Deregibus Tel.: +39 335 6059094 giuseppederegibus@globalremoteservices.com Paolo Marcattilj Tel.: +39 335 6505468 paolomarcattilj@globalremoteservices.com SSC HP Global e-Business Operations Centre (GeBOC) Bucharest Business type: BPO/SSC Year started: 2005 Full time employees: 3000+ Management/Contact: Andreea Poenaru, Marketing Dir andreea.poenaru@hp.com Alexander Weigl, head of marketing transformation with HP SSC Kelloggs Bucharest Business type: SSC Year started: 2015 Services: F&A Notes: center in Bucharest offers support for Kellogg’s European divisions.

SSC OMV Solutions GmbH Bucharest Tel.: +40 21 866 204 Business type: SSC Management/Contact: Christian Benda, SSC Manager Christian.Benda@omv.com Optima Solutions Services Bucharest Tel.: 40213001945 Business type: BPO

2015

Romania Manager’s Profile

Explain why your company set up operations in Romania.

GRS is based in Romania which structurally is (and has recently become even more) almost a perfect, if not the best, location for outsourcing services. Especially for those companies located in Western Europe, which want to strategically place these services nearshore. Most of the key underpinning items, for the above, are HR related; just a few examples: • talented young people basin (quality and size of it), second after Poland • their “spirit” in terms of “willingness to succeed”, • their “mittel-european mind-set” which intrinsically means they have a strong orientation to care about details of quality and procedures.

How is your business changing?

In the last 2-3 years, Global Remote Services has not dramatically changed its core services but increased and sharpened its own strategy, and – most importantly – capabilities, in terms of expertise in some specific industries or type of engagements.

GRS believes in a “core-competence-based” BPO industry evolution and is focused in this direction. Nowadays, at

2015

least four key core-competences distinguish GRS from its peers, most of them ‘owned’ by GRS at an expertise level, which has no or few, equals in CEE: • off/on-line retail • media • transportation/airport management • interactive online gaming/gambling For the next years, GRS plans to continue to grow, invest, whilst broadening the geographical scope (either Western European markets served, France and UK primarily).

Do you provide external services to unrelated companies?

GRS is a “pure outsourced service provider” offering high quality solutions on behalf of external and unrelated clients. A central piece of GRS’s strategy is to build strong partnerships with its clients. Currently the company has a strong record of developing long-term relationships, based on mutual trust and high levels of client satisfaction.

3 specific bits of advice to other firms considering setting up BPO/SSC operations in CEE: • Verify the availability of local talented/ high potential resources and skills within the considered location; don’t focus only on production costs/overheads.

• Emphasise, and significantly invest, in the training & growth of the people from the middle and top managerial levels.

• Make sure to have in place effective service quality delivery processes and controls.

What employee issues do you deal with?

Local resources are of extremely high caliber and the motivation and commitment levels are impressive. However, a tremendous attention is being paid to education (training and coaching) at all levels of management. It’s important to also develop a strict and defined quality management internal processes.

Biggest surprises about Romania?

Positives: The company was founded with the objective of delivering the same, or higher, quality level as domestic providers (i.e.

Italian providers for Italy, French providers for France) at a lower price.

Global Remote Services learned an important lesson in these 12 years of existence – Romania is a perfect outsourcing location for supporting a vendor in its efforts of delivering a very high quality – even higher than ‘domestic’ vendors often deliver - of services at very fair costs.

This was possible due to the quality, motivation and commitment level of the available resources coupled with the flexibility of the labor regulations.

Improvements needed: More support/synergies, from the government’s bodies in promoting internationally the Country’s image and high service quality potential.

Specific cost savings that your firm achieves?

The company’s main objective continues to be to deliver cost savings for its customers and same high quality services. Global Remote Services strives to always deliver internal improvement processes and drive efficiency across the entire operation of its customers. GRS’s customers saved almost 50% of the operating costs of services after deciding to outsource their processes.

Along with this, GRS’s customers also had other important achievements like for example – one of them obtained and maintained one of the highest ever Customer Satisfaction Scores registered in the last 10 years – 85%.

Paolo Marcattilj is a 58-years-old Italian, who spent 5 years at McKinsey and 10 years at Kraft Foods as Vice-President. He is a trained engineer and holds an MBA. Giuseppe Deregibus is a 54-years-old Italian, who spent 10 years at Fiat Group in the HR and Finance departments, and was CEO of Kelly Services Italia. Giuseppe is a lawyer and holds an MBA.

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81 CEE Shared Services

What is GRS doing in Romania?

GRS is currently one of the most preeminent international service providers of outsourced services based in Romania, serving Western European companies.

Certainly we are one of those with the longest experience. 2015 is our 12th year of activity. Also, one of the top 10 (and the first “independent” company) in terms of size (about 300 seats), success and growth pattern (over 25 % CAGR over last 5 years). GRS performs - very carefully and efficiently - for its customers main core activities, either inbound (customer caring, technical help desk), outbound, or back-office processes. GRS hasa “first class mentality” and grew with a “strive for excellence spirit”. Currently the company has 2 offices Bucharest and Piatra Neamt, and more than 400 employees.

and Outsourcing Directory

Paolo Marcattilj Shareholder, Administrator, and UK Director, of Global Remote Services (GRS) Giuseppe Deregibus Shareholder, Administrator, and France Director, of Global Remote Services (GRS)

Romania Services:, Customer Support, Call Center, BPO and Contact centre Management/Contact: Georg Kovacs, Managing Director georg.kovacs@optimacall.ro Daniel Mereuta daniel.mereuta@optimacall.ro

and Outsourcing Directory

SSC Oracle Bucharest Tel.: +40213039639 Business type: SSC Management/Contact: Ana Maria Pop, Exec Asst Tel.: 40734220692 ana-maria.pop@oracle.com Sorin Mandrutescu, GM

CEE Shared Services

82

Process Solutions Bucharest Business type: BPO Services:, BPO providing accounting services Management/Contact: Ferenc Gabor, General Manager Tel.: 40752197622 ferenc.gabor@ps-bpo.com SSC Societe Generale European Business Services (SG EBS) Bucharest Business type: SSC Services: F&A, HR Full time employees: 150+ Management/Contact: Maurice Caulliez, CEO Tel.: 40745236911 maurice.caulliez@socgen.com Nicoleta Apetrei nicoleta.apetrei@socgen.com Stefanini Bucharest Business type: BPO Services:, IT Services, Data Analytics, Customer Support, IT Infrastructure Outsourcing Services, End-User Computing Services, IT Monitoring & Systems Management, Clinical Trial Services, Application Services, Strategic IT Staffing Full time employees: 1000+ Management/Contact: Manuel Frade, CEO EMEA Region manuel.frade@stefanini.com Teleperformance Bucharest Tel.: +40214010800 Business type: BPO Services:, Customer Support, Call Center Management/Contact: Edmona Popescu, CEO Tel.: 40214010800 edmona.popescu@teleperformance.com Tatiana Timotin, Communication Coordinator tatiana.timotin@teleperformance.com Telus International Bucharest Business type: BPO - Call Centre Global HQ location: France Services:, Customer Support, Call Center Notes: Previously operated under the name Call Point Group.

Management/Contact:

Top 50 Universities in Romania 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50

Universitatea Alexandru Ioan Cuza (Iasi) Universitatea Babes-Bolyai (Cluj Napoca) Universitatea din Bucuresti (Bucuresti) Academia de Studii Economice din Bucuresti (Bucuresti) Universitatea de Vest din Timisoara (Timisoara) Universitatea Transilvania din Brasov (Brasov) Universitatea Politehnica din Bucuresti (Bucuresti) Universitatea Tehnica Gheorghe Asachi din Iasi (Iasi) Universitatea Tehnica Cluj-Napoca (Cluj Napoca) Universitatea Lucian Blaga din Sibiu (Sibiu) Universitatea “Politehnica” din Timisoara (Timisoara) Universitatea din Craiova (Craiova) Universitatea Dunarea de Jos din Galati (Galati) Universitatea Stefan cel Mare Suceava (Suceava) Universitatea de Medicina si Farmacie Iuliu Hatieganu din Cluj (Cluj Napoca) Universitatea Petru Maior din Târgu-Mures (Târgu Mures) Universitatea din Oradea (Oradea) Universitatea Tehnica de Constructii din Bucuresti (Bucuresti) Universitatea de Stiinte Agricole si Medicina Veterinara din Cluj-Napoca (Cluj Napoca) Universitatea Vasile Alecsandri din Bacau (Bacau) Universitatea Ovidius Constanta (Constanta) Scoala Nationala de Studii Politice si Administrative (Bucuresti) Universitatea Danubius (Galati) Universitatea de Stiinte Agricole si Medicina Veterinara din Iasi (Iasi) Universitatea de Arhitectura si Urbanism Ion Mincu din Bucuresti (Bucuresti) Universitatea de Medicina si Farmacie Gr. T. Popa (Iasi) Universitatea de Medicina si Farmacie Victor Babes, Timisoara (Timisoara) Universitatea 1 Decembrie 1918 din Alba Iulia (Alba Iulia) Universitatea Spiru Haret (Bucuresti) Universitatea Valahia din Târgoviste (Târgoviste) Universitatea Româno-Americana din Bucuresti (Bucuresti) Universitatea Aurel Vlaicu din Arad (Arad) Universitatea de Medicina si Farmacie din Târgu-Mures (Târgu Mures) Universitatea Petrol-Gaze din Ploiesti (Ploiesti) Universitatea din Pitesti (Pitesti) Universitatea de Medicina si Farmacie din Craiova (Craiova) Universitatea de Stiinte Agricole si Medicina Veterinara a Banatului Timisoara (Timisoara) Universitatea Nicolae Titulescu din Bucuresti (Bucuresti) Universitatea din Petrosani (Petrosani) Universitatea Constantin Brâncusi (Târgu Jiu) Universitatea Crestina Dimitrie Cantemir (Bucuresti) Universitatea Ecologica din Bucure?ti (Bucuresti) Universitatea de Vest Vasile Goldis Arad (Arad) Universitatea Titu Maiorescu (Bucuresti) Universitatea Agora din Oradea (Oradea) Universitatea Tibiscus din Timisoara (Timisoara) Universitatea Bioterra din Bucure?ti (Bucuresti) Universitatea Nationala de Arta Teatrala si Cinematografica Ion Luca Caragiale (Bucuresti) Universitatea de Stiinte Agronomice si Medicina Veterinara din Bucuresti (Bucuresti) Universitatea Athenaeum din Bucuresti (Bucuresti)

Yann Bidan, Country Manager Tel.: 40314230295 Yann.BIDAN@callpoint-group.com Gregoire Vigroux, Marketing Director gregoire.Vigroux@telusinternational.com UCMS Group Romania Bucharest Business type: BPO Management/Contact:

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Alice Tîrşea, Managing Director alice.tirsea@ucmsgroup.com Florica Velican, BPO Director florica.velican@ucmsgroup.com Webhelp Bucharest Business type: BPO - IT Global HQ location: France

2015

Romania

SSC Amazon Development Center Iasi Tel.: +4023-240-6518 Business type: SSC Year started: 2005 Notes: Opened in Iasi, since 2005, Amazon Development Center in Romania works on developing new and innovative web site features to help Amazon’s customers find and discover anything they want to buy online, along with building tools and technologies that enable Amazon Retail and other Amazon web sites to merchandise effectively across multiple channels.

Management/Contact: Lucian Vornicu, General Manager Tel.: 40232406533 iasi-contact@amazon.com

Iași Cluj-Napoca

Timișoara

Sibiu

BUCHAREST

Full time employees: More than 1400 employees in Romania Notes: 45 service centers in 10 countries including 4 in Romania.

Management/Contact: Mihaela Rusu, Dir Gen Tel.: 40213075965 mrusu@webhelp.ro Wipro Technologies Romania Bucharest Business type: BPO Sectors covered: global information technology, consulting and outsourcing company with 145,000 employees serving over 900 clients in 57 countries.

Management/Contact: Vivek Bakshi, Site Director WNS Bucharest Business type: BPO Notes: The 150 seat facility in Bucharest serves as a nearshore delivery center for clients with European operations. The center provide multi-lingual services in French, German, Italian and Spanish for clients across a range of industries and services.

Walter Services Tel.: 40215299400 Business type: BPO Management/Contact: Mihai Ilie-Goga, General Manager Tel.: +40-73-149-1444 mihai.ilie-goga@gmail.com Atalian Global Services 132 rue de Dippach L-8005 Bertrange, Luxemburg Business type: Other Sectors covered: Other Global HQ location: France, Vitry-sur-Seine Year started: 1945 Services:, Customer Support, Call Center, Soft FM and Hard FM Countries served: Global Full time employees: 60 000 skilled staff Expansion plans: 2015 will be a year of growth and development for Atalian\’s international network .We will open subsidiaries in Serbia, Bulgaria

2015

and Russia, new aquisitions in will be done in Romania, Bosnia, Turkey.

Management/Contact: Vincent Vallois Tel.: + 36 30 455 77 91 vincent.vallois@atalian.com SSC Bombardier Shared Services Center Cluj Tel.: +40 21 403 44 25 Business type: SSC Management/Contact: Eva Elges Tel.: 40214034425 eva.p.elges@ro.transport.bombardier.com Genpact Cluj Tel.: 40212536720 Business type: BPO Full time employees: 2000+ Management/Contact: Monica Bristena Moldovean, Recruitment & Employer Branding Tel.: +40-73-414-1134 monicabristena.moldovean@genpact.com SSC Office Depot Service Center Al. Vaida Voievod 53-55 400436 Cluj Business type: SSC Sectors covered: Business Services Global HQ location: Cluj-Napoca Year started: 2007 Services: F&A, Data Analytics, Customer Support Countries served: Western Europe Full time employees: 515 Management/Contact: Giulio Medda giulio.medda@officedepot.com Webhelp Galati Business type: BPO - IT Global HQ location: France Full time employees: More than 1400 employees in Romania Notes: 45 service centers in 10 countries including 4 in Romania.

Management/Contact:

CapGemini Iasi Business type: One of the largest providers of consulting, technology and outsourcing services in the world, Year started: 2009 Notes: Offers IT support and professional services to clients from France, UK, Germany, Spain and the US. SSC Xerox Services Europe Iasi Tel.: (4021) 303-3500 Business type: SSC Services: F&A, IT Services, HR Notes: Service hub provides back-office and administrative services for the company’s European clients and Xerox’s internal needs, including outsourcing IT operations and business processes.

Management/Contact: Gabriel Pantelimon, General Manager Tel.: (4037) 201-8500(4021) 303-3500 office@xerox.ro Webhelp Ploiesti Business type: BPO - IT Global HQ location: France Full time employees: More than 1400 employees in Romania Notes: 45 service centers in 10 countries including 4 in Romania.

Management/Contact: Mihaela Rusu, Dir Gen Tel.: 40213075965 mrusu@webhelp.ro Stefanini Sibiu Business type: BPO Services:, IT Services, Data Analytics, Customer Support, IT Infrastructure Outsourcing Services, End-User Computing Services, IT Monitoring & Systems Management, Clinical Trial Services, Application Services, Strategic IT Staffing Full time employees: 1000+ Management/Contact: Manuel Frade, CEO EMEA Region manuel.frade@stefanini.com

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83 CEE Shared Services

Suceava

and Outsourcing Directory

Mihaela Rusu, Dir Gen Tel.: 40213075965 mrusu@webhelp.ro

Romania

and Outsourcing Directory

Bosch Communications Center Timisoara Tel.: +4025-620-0000 Business type: BPO Notes: Bosch Communication Center Timisoara, Romania, is one of the 22 locations of Bosch Communication Center worldwide.

Part of Bosch Security Systems, Bosch Communication Center is an international provider of Business Process Outsourcing (BPO) services.

Management/Contact: Raluca Vasiu Partenie, General Manager Raluca.Partenie@ro.bosch.com Dianna Ferenczy Maria.Ferenczy@ro.bosch.com

CEE Shared Services

84

Wipro Technologies Romania Timisoara Business type: BPO Sectors covered: global information technology, consulting and outsourcing company with 145,000 employees serving over 900 clients in 57 countries.

Management/Contact: Vivek Bakshi, Site Director Atalian Global Services 111-113; Quai Jules Guesde 94400 Vitry-sur-Seine Business type: Other Sectors covered: Other Global HQ location: France, Vitry-sur-Seine Year started: 1945 Services:, Soft and Hard FM services Countries served: Global Full time employees: 60 000 skilled staff Expansion plans: Opening in Serbia, Bulgaria, Russia, new aquisition in Romania, Bosnia, Turkey Management/Contact: Vincent Vallois Tel.: + 36 30 455 77 91 vincent.vallois@atalian.com SSC Ariston Thermo Romania SRL Business type: SSC Services:, Countries served: focus on western Europe Full time employees: 50

Languages spoken: 6 Management/Contact: Simona Vasilescu, SSC Manager

Oana Andreea Bucur (Pelea), Dept Manager Tel.: 40730240568 Oana.Bucur@petrom.com

Conectys

SSC Procter & Gamble GBS Business type: SSC Services:, Business services delivered to Balkans Market Development Organization Management/Contact: Oana Laza, P&G Balkans Global Business Services Leader Tel.: 40722405041 laza.oa@pg.com Radu Maftei, Finance & Accounting Associate Director, Balkan Markets

SSC DB Schenker Business type: SSC Global Remote Services Honeywell Business type: R&D Notes: Honeywellâ&#x20AC;&#x2122;s activities in Romania have grown significantly in recent years â&#x20AC;&#x201C; from the standpoint of the range and quality of products and services that are provided to customers, and operations dimension. Sector operations include Automation and Control Solutions, and Aerospace. These activities employ a total of approximately 1,900 people.

Management/Contact: Mircea Tarta-Arsene, MD and GES Business Leader Tel.: 40212048161 Mircea.Tarta-Arsene@Honeywell.com IBM Global Business Services Tel.: 40214054268 Business type: BPO Management/Contact: Hary Olaru, Director, Romania CE and Baltic Delivery Centre Tel.: 40-72-999-0563 hary.olaru@ro.ibm.com Luxoft Sectors covered: IT outsourcing supplier of high-end software services for the telecommunications, financial, and automotive industries.

Full time employees: 800+ Notes: Luxoft Romania was established when Luxoft acquired ITC Networks, a leading Bucharestbased software outsourcing provider specializing in the telecommunications industry.

SSC Procter & Gamble GBS Business type: SSC Management/Contact: Hans Dewaele, General Manager Tel.: 40213011110 hans.dewaele@pg.com SSC Schneider Electric Business type: SSC Management/Contact: Saulo Spaolanse, Country President Tel.: 40212030606 ro-csc@ro.schneider-electric.com Beatrice Romascanu, Exec Asst beatrice.romascanu@schneider-electric.com SSC Schneider Electric Business type: SSC Management/Contact: Saulo Spaolanse Tel.: 40212030606 ro-csc@ro.schneider-electric.com Vodafone Business type: BPO - IT Year started: 2014 Notes: The center offers IT and client relation services for clients in UK, Germany, Italy, Spain and Ireland.

SSC OMV Petrom S.A. - Petrom Solutions Business type: SSC Management/Contact:

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2015

Slovakia

Slovakia

Allianz Business Services Karloveská 6C, 842 02 Bratislava Tel.: 00421 (0)2 / 69294442 Sectors covered: SSC Management/Contact: Sven Rossbach greta.dugovicova@allianz-services.sk Amazon Námestie 1. mája 18, 811 06 Bratislava Tel.: 00421 (0)2 / 32324012 Sectors covered: SSC Management/Contact: Amanda King slovakia@tmf-group.com AT&T Global Network Tomášikova 64, 831 04 Bratislava Tel.: 00421 (0)2 / 69257211 Sectors covered: SSC/ITO Management/Contact: Gabriel Galgóci crehelpdeskbratislava@emea.att.com Austrian Airlines Cesta na Senec 2/A, 821 04 Bratislava Tel.: 00421 (0)2 / 49402100 Sectors covered: SSC Management/Contact: Johannes Walter office.bts@austrian.com BASF Prievozská 2, 821 09 Bratislava Tel.: 00421 (0)2 / 58266111 Sectors covered: SSC Management/Contact: Edita Hippová basf.slovensko@basf.com DELL Fazuľová 7, 811 07 Bratislava

2015

Deutsche Telekom Karadžičova 8, 821 08 Bratislava Tel.: 00421 (0)2 / 55640130 Sectors covered: SSC Management/Contact: Sven Erdmann ivana.vodna@t-systems.com

KONE Tomášikova 64, 831 04 Bratislava Tel.: 00421 (0)2 / 59221010 Sectors covered: SSC Management/Contact: Jean Marc Poelmans fssc@kone.com

DuPont Tomášikova 64, 831 04 Bratislava Tel.: 00421 (0)2 / 32252200

and Outsourcing Directory

Alcatel Lucent Prievozská 4/A, 821 09 Bratislava Tel.: 00421 (0)2 / 58220661 Sectors covered: ITO Management/Contact: Peter Bezecný info@alcatel-lucent.sk

Johnson Controls International Seberíniho 1, 821 03 Bratislava Tel.: 00421 (0)2 / 57271111 Sectors covered: SSC Management/Contact: Ing. Kristína Drobcová

Tel.: 00421 (0)2 / 57508040 Sectors covered: SSC/BPO/ITO Management/Contact: Silvia Jeleníková sk_cilities@dell.com

LENOVO Einsteinova 21, 851 01 Bratislava

Považská Bystrica Nové Mesto nad Váhom Banská Bystrica Piešťany

BRATISLAVA

Košice

Nitra

Nové Zámky

Sectors covered: SSC Management/Contact: Lívia Madarászová info@danisco.com Henkel Záhradnícka 91, 821 08 Bratislava Tel.: 00421 (0)2 / 50246111 Sectors covered: SSC Management/Contact: Rudolf Steger henkel.slovensko@henkel.com HP Galvaniho 7, 820 02 Bratislava Tel.: 00421 (0)2 / 57525111 Sectors covered: SSC/BPO/ITO Management/Contact: Martin Sůra martin.sura@hp.com IBM (ISC) Apollo II, Mlynské Nivy 49, 821 09

Tel.: 00421 (0)2 / 68688001 Sectors covered: SSC Management/Contact: Breffni John Ó Donobhán lenovo@lenovo.com Mondelez Račianska 44, 814 99 Bratislava Tel.: 00421 (0)2 / 49401104 Sectors covered: SSC Management/Contact: Victor Scott Susman Orange Metodova 8, 821 08 Bratislava Tel.: 00421 (0)2 / 38190684 Sectors covered: SSC Management/Contact: Dana Prekopová PwC Námestie 1. mája 18, 811 06 Bratislava

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85 CEE Shared Services

Accenture Plynárenská 7/C, 821 09 Bratislava Tel.: 00421 (0)2 / 59290290 Sectors covered: BPO/ITO Management/Contact: Peter Škodný bratislava@accenture.com

Bratislava Tel.: 00421 (0)2 / 49541111 Sectors covered: SSC/BPO/ITO Management/Contact: Branislav Šebo marketing@sk.ibm.com

Slovakia Tel.: 00421 (0)2 / 59350111 Sectors covered: SSC Management/Contact: Todd William Bradshaw office.general@sk.pwc.com

and Outsourcing Directory

Siemens Dúbravská cesta 4, 845 37 Bratislava Tel.: 00421 (0)2 / 59704701 Sectors covered: SSC Management/Contact: Miroslav Uríček, MBA info-cvc.sk@siemens.com

CEE Shared Services

86

SwissRe Business Services Karadžičova 12, 821 08 Bratislava Tel.: 00421 (0)2 / 58315425 Sectors covered: SSC Management/Contact: Peter Hämmerli bratislava_reception@swissre.com Zurich Insurance Ireland Nám. 1. mája 18, 811 06 Bratislava Sectors covered: SSC Management/Contact: Stefan Gfeller IBM (ISC) Partizánska cesta 3, 974 01 Banska Bystrica Tel.: 00421 (0)48 / 3260 600 Sectors covered: SSC/BPO/ITO Management/Contact: Branislav Šebo O2 Telefonica Na Troskách 25, 974 01 Banska Bystrica Tel.: 00421 (0)2 / 62020100

Sectors covered: SSC AT&T Global Network Letna 45, 040 01 Kosice Sectors covered: SSC/ITO Management/Contact: Gabriel Galgóci

InsData - Uniqa Palárikova 3, 949 01 Nitra Tel.: 00421 (0)37 / 7760111 Sectors covered: SSC Management/Contact: Tibor Zalabai office@insdata.sk

Holcim Protifašistických bojovníkov 11, 040 01 Kosice Tel.: 00421 / 911051078 Sectors covered: SSC Management/Contact: Laszlo Mocsy recepcia-svk@holcim.com

Emerson Piešťanská 1202, 915 28 Nové Mesto nad Váhom Tel.: 00421 (0)32 / 7700111 Sectors covered: SSC Management/Contact: Milan Šesták info@emerson.sk

IBM (ISC) Protifašistických bojovníkov 11, 040 01 Kosice Tel.: 00421 (0)55 / 3260604 Sectors covered: SSC/BPO/ITO Management/Contact: Branislav Šebo

Osram Komárňanská cesta 7, 940 93 Nové Zámky Tel.: 00421 (0)35 / 6464111 Sectors covered: SSC Management/Contact: Roman Slobodník osram@osram.sk

Ixonos Štúrova 27, 040 01 Kosice Tel.: 00421 (0)918 / 718900 Sectors covered: SSC Management/Contact: Roman Klimčík roman.klimcik@ixonos.com T-Systems Žriedlová 13, 040 01 Kosice Tel.: 00421 (0)55 / 7853566 Sectors covered: SSC Management/Contact: Thomas Georg Bogdain t-systems@t-systems.sk

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ON Semiconductor Vrbovská cesta 2617/102, 921 01 Piestany Tel.: 00421 (0)33 / 7902320 Sectors covered: SSC Danfoss Power Solutions Kukučínova 2148-84, 017 01 Povazska Bystrica Tel.: 00421 (0)42 / 4301101 Sectors covered: SSC Management/Contact: Miloš Kraus jmatejkova@danfoss.com

2015

Estonia

Estonia

Management/Contact: info@unilogsse.ee

SSC Skype Technology (Microsoft) Tallinn Business type: SSC - IT Services:, IT Services

SSC Kuehne-Nagel Lõõtsa 2B 11415 Tallinn Tel.: +372-660-0966 Business type: SSC - IT Services:, IT Services Management/Contact: Mart Ambur, Head of IT Center Tallinn Tel.: +372 6104567

SSC Tallink Tallinn Business type: SSC Services: F&A

Myygipartner Tallinn Business type: BPO - Customer Service Services:, Customer Support Management/Contact: info@myygipartner.ee

TC Partner Tallinn Business type: BPO Services:, Customer Support, Call Center Management/Contact: info@tcpartner.ee Tieto

Upsale Pärnu mnt 67 b 4 K Tallinn Business type: BPO Services:, Customer Support, Call Center Management/Contact: Siim Tiidenberg siim.tiidenberg@upsale.ee Jane Tamm Tel.: +372 5851 8001 jane.tamm@upsale.ee SSC Unilog Shared Service Centre Ahtri Tn 8 Tallinn Tel.: +372-611-6352 Business type: SSC - multifunctional

Opus Capita Tallinn Tel.: +372-651-9000 Business type: BPO - Multi-functional Services: F&A, IT Services Management/Contact: teenindus@opuscapita.com

Silentum Tartu mnt 84a - 35 10112 Tallinn Business type: BPO - Contact centre Services:, Customer Support, Call Center Languages spoken: Employ Estonian, Russian, and Finnish workers.

Notes: Silentum OÜ Ltd. is a Finnish-owned Estonian Contact Center company that offers high quality services for customer acquisition, marketing and sales improvement. The management of Silentum OÜ Ltd. has over 20 years of experience in successfully providing telemarketing services.

2015

87 CEE Shared Services

OpusCapita AS Tartu mnt 43 10128 Tallinn Business type: BPO Sectors covered: Other Global HQ location: Espoo, Finland Year started: 2011 Services: F&A Countries served: Global Full time employees: 250 Expansion plans: +60 FTE per annum, mainly for payroll, travel expences, P2P services Management/Contact: Marion Hein Tel.: +372 5287505 Marion.Hein@opuscapita.com Karl Schneider Tel.: 3725043623 karl.schneider@opuscapita.com

and Outsourcing Directory

Finnair PLC (Finnair Shared Services) Tallinn Management/Contact: Leela Lepik, Head of SSC

Tuokko Tallinn Business type: BPO Services: F&A Management/Contact: tuokko@tuokko.ee

Transcom Tallinn Business type: BPO Services:, IT Services, Customer Support Management/Contact: estonia@tieto.com

Sectors covered: Logistics, Forwarding Services Services: F&A, IT Services

Top Connect Tallinn Business type: BPO Services:, IT Services Management/Contact: info@topconnect.ee

Acronis Business type: BPO - IT Services:, IT Services Management/Contact: juliaz@acronis.com

SSC ABB Business type: SSC - Finance Services: F&A

Unilog Shared Service Centre

Aditro Estonia (HR) Business type: BPO - HR Management/Contact: info.fi@aditro.com

Upsale Tallinn Business type: SSC Services: F&A, IT Services

Airline Services Estonia Business type: BPO - Finance Services: F&A Management/Contact:

SSC Transferwise

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Estonia airs@airs.ee SSC American President Lines Business type: SSC - IT Services:, IT Services Management/Contact: apl@apl.ee Arvato Services Estonia OÜ (Bertlesmann) Tel.: +372-610-0300 Business type: BPO - Customer Service Services:, Customer Support, Call Center

and Outsourcing Directory

Atea Business type: BPO - IT Services:, IT Services Management/Contact: info@atea.ee

CEE Shared Services

88

Axinom Business type: BPO - IT Services:, IT Services Management/Contact: info@axinom.ee SSC Backoffice Services Business type: SSC - Multi-functional Services: F&A, IT Services, HR Management/Contact: bose@bose.ee Baltic Touch Business type: BPO - Customer Service Services:, Customer Support Management/Contact: info@baltictouch.com BancTec Business type: BPO - IT Services:, IT Services Management/Contact: info@banctec.ee Call Center Business type: BPO - Customer Service Services:, Customer Support, Call Center Management/Contact: info@callcenter.ee Car Hire Labs Business type: BPO - Customer Service Services:, Customer Support, Call Center Management/Contact: helpdesk@carhirelabs.com CGI Business type: BPO - IT Services:, IT Services Management/Contact: eesti@cgi.com SSC Danpower Tel.: +372-786-4152 Business type: SSC - Customer Service Services:, Customer Support Management/Contact: info@danpower.ee SSC Eesti AGA AS Business type: SSC - Multi-functional Services: F&A, HR

SSC EU (European Agency for management of large-scale IT systems) Business type: SSC - IT Services:, IT Services SSC Fortum Tel.: +372-682-7500 Business type: SSC - Finance Services: F&A SSC Fortumo Business type: SSC - Multi-functional Services: F&A, IT Services, HR Management/Contact: fortumo@fortumo.com SSC Fujitsu Business type: SSC - Multi-functional Services: F&A, IT Services, HR Management/Contact: info@ee.fujitsu.com H1 Communication Business type: BPO - Customer Service Services:, Customer Support Management/Contact: info@h1.se SSC Hurtigruten Business type: SSC - Customer Service Services:, Customer Support Management/Contact: firmapost@hurtigruten.com InfoOne Business type: BPO - Customer Service Services:, Customer Support SSC Jeldwen Business type: SSC - Finance Services: F&A SSC Konecranes OÜ Tel.: +372-611-2795 Business type: SSC - Multi-functional Services: F&A, IT Services, HR Kontaktikeskus Business type: BPO - Multi-functional Services:, Customer Support Management/Contact: info@kontaktikeskus.ee Müügimeistrite Aktsiaselts Business type: BPO - Customer Service Services:, Customer Support Management/Contact: info@telemarketing.ee SSC NATO Cyber Centre Business type: SSC - IT Services:, IT Services SSC Orkla Accounting Centre Tel.: +372-621-9002 Business type: SSC - Finance Services: F&A Management/Contact: info@orkla.no SSC Perfect Home Business type: SSC - Multi-functional Management/Contact: info@perfecthome.se

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Playtech Business type: BPO - IT Services:, IT Services Management/Contact: info@playtech.ee SSC Ramirent Business type: SSC - Multi-functional Services: F&A, IT Services Management/Contact: info@ramirent.ee Runway International Tel.: +372-668-1060 Business type: BPO Services:, Customer Support Management/Contact: Uldis Prieditis info@runway.lv Aleksei Kurov Samres Business type: BPO - Customer Service Global HQ location: Lund, Sweden Year started: 1994 Services:, Customer Support, Call Center Notes: Samres AB operates call-centers for mobility services, medical service transportations, and call based transportation.

Management/Contact: Björn Falk, CEO (in Sweden) info@samres.se SSC Statoil Fuel & Retail Tel.: +372-675-7700 Business type: SSC- Finance Services: F&A Management/Contact: eesti@statoilfuelretail.com SSC Stora Enso Tel.: +372-714-0000 Business type: SSC - Multi-functional Services: F&A, IT Services, HR Management/Contact: as.helpdesk@storaenso.com Sunny Business Services Tel.: +372-684-1400 Business type: BPO Services: F&A, IT Services, HR Management/Contact: info@sunnybusiness.ee SSC Sutherland Estonia Business type: SSC Services:, Customer Support Management/Contact: sales@sutherlandglobal.com Transcom Tel.: +372-673-7200 Business type: Customer-care Services:, Customer Support, Call Center Languages spoken: Age of colleagues ranges between 19 and 67. 20% are males and 80% females. 10 different languages: Estonian, Russian, Finnish, English, Swedish, Norwegian, Danish, Italian, French and German.

SSC Viking Line Business type: SSC Services:, Customer Support

2015

Latvia

LV-1084 Riga Business type: SSC Sectors covered: Multifunctional SSC Global HQ location: Belgium Year started: 2014 Full time employees: 80 (2015) Notes: A global company with $1.5 billion in sales, Allnex is a leading supplier of resins and additives for architectural, industrial, protective, automotive and special purpose coatings and inks In Riga Allnex plans to establish shared service centre which will serve company’s finance, purchasing, IT and HR functions.

Management/Contact: info@allnex.com

SSC Allnex Gunāra Astras iela 1C

SSC Atea Global Services, Ltd Mukusalas street 15

Manager’s Profile

ernance, e-services, system integration); Mobile applications development; Data Warehouse solutions, and Customized product solutions, as well as independent software testing, reengineering and data migration, IT advisory, and R&D.

Ivars Puksts Chairman of the Board, JSC Exigen Services Latvia; Parent Company: Return on Intelligence, USA What is Exigen doing in Latvia?

Exigen Services Latvia is a pioneer in comprehensive IT development outsourcing in the Baltics. Based in Riga, Latvia the company delivers software development and maintenance solutions for the national government and municipalities as well as leading companies in the financial, telecommunication, transport and other sectors in Latvia and abroad.

The company was established in 1995, but in 2004 the company joined Exigen group (USA) thus becoming the largest delivery centre of its parent company in CEE. Today, through its parent, the American IT consultancy firm Return on Intelligence, Exigen Services Latvia cooperates on global projects with development centers in Eastern Europe, Russia, the US and Australia.

What is Exigen’s main business?

Exigen Services Latvia main business focus is custom software development and product customization for its own clients, however, as a subsidary of an international company it performs R&D services and product development services for leading IT vendors.

2015

Baltic Computer Academy, Ltd (Lattelecom group) Tallinas iela 4 LV-1001 Riga Tel.: + 371 67505090 Business type: BPO Sectors covered: BPO Global HQ location: Latvia

Do you provide external services to unrelated companies?

We provide our services to unrelated companies only. Main markets: Baltic countries, Germany, Switzerland and USA. Employee Issues?

Currently we have 320 professional and skillful staff members, the number has not changed considerably over the past three years.

Why Riga, Latvia?

Secure and business friendly environment. A member of EU, Eurozone, NATO and is the country of a tradition of democracy. Free trade policy, Latvia is a member of Schengen and WTO. One of fastest Internet connection speeds in the world. Advanced transport infrastructure: ports, largest airport in the Baltics. Qualified, motivated labour force for competitive cost.

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

Key strategic focus for the coming 2-3 years will be Custom software development (incl.IS for state institutions, e-gov-

Ivars Puksts is Chairman of the Board of Exigen Services Latvia. His experience in IT spans over 30 years in programming, analysis, international project management and business development. Before joining the Exigen Services Latvia team, Ivars held high-level positions in several Latvian IT companies, including utility company Rigas Elektrotikli and Riga Technical University. He was one of co-founders of JSC DATI. Ivars’ specialization is development and management of complex IT projects for clients in Latvia and Europe. Ivars works tirelessly to position the company as a sustainable and socially responsible enterprise. For four consecutive years since 2011 the company earned a Silver rating on the Sustainability Index. “Exigen Services Latvia” is the only software development firm to date to win this recognition.

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Accenture Technology Solutions, Latvian branch Brīvības gatve 214 - 3.floor, LV-1039 Riga Tel.: + 371 67019700 Business type: BPO Sectors covered: IT BPO Global HQ location: USA/Finland Year started: 2002 Full time employees: 600 Notes: IT delivery and customer support. Other software consultancy and supply Countries served: USA/ Scandinavia/ UK/ Germany/ Switzerland/ Austria/ Russia/ Greece/ Italy/ and others Management/Contact: zanda.arnova@accenture.com

89 CEE Shared Services

Latvia

LV-1013 Riga Tel.: +(371 67359600 Business type: SSC Sectors covered: BPO/SSC Global HQ location: Norway, Denmark Year started: 2013 Full time employees: 330 (2015) Notes: Atea Global Services is the supplier of IT infrastructure solutions in the market. Company is a part of ATEA Group.

It is planned to create global business services centre in Riga employing more than 600 employees and it will provide finance & control, HR, procurement, client management, contract management and other services to ATEA Group and other clients.

Management/Contact: rigaservicedesk@atea.dk

Latvia

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Year started: 2003 Full time employees: 31 Notes: The Baltic Computer Academy is training centre for information and communications technology (ICT) professionals and users. The quality of its training courses is accredited by world’s leading ICT manufacturers. The BDA offers computer users training and computer specialist qualification improvement.

Management/Contact: educ@bda.lv

CEE Shared Services

90

C.T.CO, Ltd 15/25 Jurkalnes St. LV-1046 Riga Tel.: +371 677 963 23 Business type: BPO Sectors covered: IT BPO Global HQ location: Marshal Islands Year started: 2004 Full time employees: 320 Notes: C.T.Co is a European IT solutions and services outsourcing company located in Riga, Latvia (EU).

C.T.Co is a leader in nearshore agile application development and has unique experience successfully applying this model for the delivery of mission-critical enterprise applications over the last 10 years.

Management/Contact: company@ctco.lv SSC Cabot Latvia “Upmalas Biroji”, Mūkusalas Str. 101 LV-1004 Riga Business type: SSC Sectors covered: Multifunctional SSC Global HQ location: USA Year started: 2014 Full time employees: 125 (2014) Notes: Founded in 1882, Cabot is a leading global specialty chemicals and performance materials company, with $3.5 billion in annual sales.

Cabot’s global footprint spans 21 countries, with 43 manufacturing facilities, eight research and development facilities, and 23 sales offices. Cabot employs about 4,600 people worldwide.

In Riga Cabot plans to hire approximately 120 people, and the team will be responsible for managing Cabot’s EMEA administrative business needs, such as accounting, credit and collections, accounts payable, purchasing, customer services, transportation, data management, IT and HR. Management/Contact: latvia.recruit@cabotcorp.com Citrus Solutions, Ltd Lattelecom group* Ūnijas iela 52 LV-1084 Riga Tel.: + 371 67056011 Business type: BPO Sectors covered: BPO Global HQ location: Latvia Year started: 2005 Full time employees: 271 Notes: Offers integrated network infrastructure installation and maintenance solutions, Citrus Solutions offered a range of new services to its clients, such as security solutions including guarding, fire safety, video observation, access and reporting systems, as

well as automated systems for manufacturing.

The company has a new division which designs centralized communications networks, thus considerably strengthening its positions in the market for engineering and communications design Management/Contact: info@citrus.lv SSC Cytec Latvia, Ltd Ropazu street 10 Block B, 7th floor LV-1039 Riga Tel.: 371 6 7118977 Business type: SSC Sectors covered: Multifunctional SSC Global HQ location: USA/The Netherlands Year started: 2009 Full time employees: 200 (2014) Notes: Multifunctional SSC provides finance, human resource, information technology and procurement services (administrative and transactional) to Cytec facilities in the European and North American regions.

Countries served: USA/ Canada/ Germany/ Austria/ Netherlands/ Belgium/ France Service in 8 languages: English, German, French, Italian, Spanish, Norwegian, Latvian and Dutch.

Management/Contact: custinfo@cytec.com DATA- Factories, Ltd 11-112 Ausekla street LV-1010 Riga Tel.: +371 67 279 491 Business type: BPO Sectors covered: BPO Global HQ location: Germany Year started: 2005 Full time employees: 19 Notes: DATA-Factories is BPO service provider, belonging to Riedlbauer Group. Company is focused on Business Process Outsourcing (BPO), process laboratory and quality management.

BPO provides data processing for German finance and insurance companies.

Management/Contact: E-mail : office@data- factories.com DEAC, Ltd Maskavas street 459 LV-1063 Riga Tel.: +371 67072100 Business type: BPO Sectors covered: IT BPO Global HQ location: Latvia Year started: 2009 Full time employees: 60 Notes: IT outsourcing services – collocation of servers and other equipment, server hire and collocation, server space hire, data back up copying, software hire, operational system monitoring, audio and video transmission on the Internet.

Management/Contact: office@deac.lv SSC DNB Bank ASA Latvijas filiāle Skanstes Street 12 LV 1013 Riga Tel.: +371 67 07 7117 Business type: SSC Sectors covered: Financial SSC Global HQ location: Norway

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Year started: 2012 Full time employees: 124 (2014) Notes: Company has financial SSC in Riga, Latvia for providing Payment services/ Account services/ Credit services to Norway Management/Contact: info@dnb.lv DYNA IT, Ltd Brīvības street 37-7 LV-1010 Riga Tel.: +371 67243113 Business type: BPO Sectors covered: IT BPO Global HQ location: Cyprus Year started: 2005 Full time employees: 4 Notes: Software development company offering IT services to clients. Dyna IT also offers software outsourcing to other IT software development companies on favourable conditions Management/Contact: office@dyna-it.com SSC Evry Latvia Adress: Skanstes iela 54A LV-1013 Riga Business type: SSC Sectors covered: IT SSC Global HQ location: Norway Year started: 2013 Full time employees: 120 Notes: EVRY is one of the largest IT company in Norway and the second largest IT services company in the Nordic region. With 10,000 employees, EVRY delivers daily IT services from 50 Nordic towns and cities for more than 14,000 public and private sector customers.

EVRY is the product of the largest-ever Nordic IT mergers.

In 2013 set first level IT helpdesk in Riga.

Management/Contact: info@evry.com Exigen Services Latvia, Jsc S.Eizenšteina street 29a LV-1079 Riga Tel.: +371 67067777 Business type: BPO Sectors covered: IT BPO Global HQ location: Bermudas Island/USA Year started: 1995 Full time employees: 330 Notes: Leader in Outsourcing 2.0, the next generation of offshore software outsourcing, Exigen Services focuses on reducing the risks in the IT environment: the risk of delivering the wrong system, the risk of missing deadlines and the risk of budget overruns.

Countries served: USA/ Germany/ Switzerland/ Australia/ Belarussia/ Russia/ UK/ Lithuania/ Ukraina/ Sweden Management/Contact: market@exigenservices.com Idea Port Riga Bērzaunes iela 11A LV- Riga Tel.: +371 67282224 Business type: BPO Sectors covered: IT BPO Global HQ location: Latvia

2015

Latvia Manager’s Profile

the coming years, we’ll have more focus on other areas to also consolidate and move to low cost regions.

Explain why your company set up operations in Riga: 4 main drivers for this location: • Low cost • We already had operations in the country (Tele2 Latvia) • Good access to skilled people • Good level of English speakers

Any advice to firms considering setting up in CEE? • Make sure to have solid support from headquarters, since people who see their tasks disappear will not be overly supportive of the transfers.

• Make a good study of what skills needed and make sure you know that your target country/city can supply this.

• Focus on how to integrate near-shore with onshore.

What changes are on the horizon?

During the last 2-3 years, we’ve had more focus on transferring IT services to Riga, and consolidating to drive costs down. In

Employee Issues: Today we have 430 employees, which has grown from 200 in 2-3 years and we will continue to grow rapidly in the coming

Year started: 2007 Full time employees: 106 Notes: Idea Port Riga – cost-effective and responsive 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 Management/Contact: ipr@ipr.lv iDeaTurf Consulting Ltd Daugavgrīvas street 31e LV-1007 Riga Tel.: +371 27103800 Business type: Call Centre Sectors covered: Call Centre Global HQ location: Latvia Year started: 2010 Full time employees: 2 (2011) Notes: iDeaTurf Consulting provide: Inbound/Outbound Support/Call Center, Email/ Chat/Phone Support, Multi-Lingual Expertise, Professional translation services Management/Contact: info@ideaturf.com

2015

SSC Intrum Justitia Software Development Centre Adress: Brīvības gatve 214M—2 LV-1039 Riga Tel.: +371 26177311 Business type: SSC Sectors covered: IT SSC Global HQ location: Sweden Year started: 2010 Full time employees: 120 Notes: Intrum Justitia is one of the Europe’s leading Credit Management Services (CMS) company. Intrum Justitia is present in 20 different European countries and together with their network Intrum Justitia has a worldwide coverage across 180 countries. In August, 2010 opened IT SSC in Latvia Intrum Justitia Software Development Centre. In August, 2010 opened IT SSC in Latvia Intrum Justitia Software Development Centre.

Management/Contact: sdc.hr@intrum.com

Biggest surprises in Latvia: Positives: better English than expected, less cultural differences than expected, very loyal employees.

Improvements needed: hard to recruit big numbers of people and senior persons due to the markets are small.

Specific cost savings that Tele2 has achieved: Rule of thumb is that salary cost is about 1/3 compared to high cost countries in Europe.

Worked in various different countries and positions within Tele2. Since 3 years I’m now working in Riga in our Shared Service Center. Started here as a group manager building up the group, responsible for CRM systemswithin Tele2 which involved setting up a lot of processes, hired numerous persons and internally selling the solutions. Today I’m acting manager for the service center and focusing a lot on process improvement, people development and employer branding.

Global HQ location: Latvia Year started: 2007 Full time employees: 4 Notes: ITFarm Backoffice SIA is a BPO (Business Process Outsourcing) BPO service company that works mostly with Scandinavian firms. Offers following services: data management encompasses the production and control of invoices, travel documents, lists of wages, and lists of working hours. It also includes the comparing of digital documents, the accounting of financial documents, the administration of payments, reminders of payments, and the performing of simple bookkeeping functions. Inbound calls.

Services in 5 languages:: Swedish, Norwegian, Danish, Russian, English Management/Contact: ivo@itfarm- backoffice.lv Lattelecom BPO, Ltd

ITFarm Backoffice, Ltd Andrejostas street 6 LV-1045 Riga Tel.: +371 22014600 Business type: BPO Sectors covered: BPO Call Centre

Lattelecom group* G.Astras iela 2 LV-1082 Riga Tel.: + 371 67054100 Business type: BPO

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91 CEE Shared Services

Tele2’s operations in CEE: Tele2 Shared Service Center has since 2004 provided Tele2 group and its companies across Europe with IT and telco services. What started as a pure operational center for billing services has developed into an IT center with more than 430 employees working with all parts in the IT lifecycle (such as development, test, analysis and design). Ahead of us is now to leverage what we have and also add other services such as customer service and finance.

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years. Our challenge when it comes to continued growth is that we now have a need for much more senior persons which is tougher to recruit. Also, for very senior roles the business case compared to high-cost countries are much worse than for junior roles so it’s important that the salary increase is kept on a normal level and not increase quicker than the productivity.

Kim Leandersson General Manager, SIA Tele2 Shared Service Center; Parent Company: Tele2, Stockholm, Sweden

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Latvia

CEE Shared Services

92

Sectors covered: Multifunctional BPO; Call Centre Global HQ location: Latvia Year started: 2005 Full time employees: 143 Notes: Offers client service solutions and outsourced business process services as well as information services under the 1188 brand. 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, as well as 1188 directory assistance services (inbound calls-general information requests; www.1188.lv). The company offers its services not only in Latvia, but for Scandinavian and German companies as well.

Operates the 1188 inquiry service.

Located in Riga, Cesis, Liepaja un Ventspils.

Services in 8 languages: English, Latvian, Russian, limited German, Lithuanian, Estonian, Finnish, and Swedish Management/Contact: bpo@lattelecom.lv

Narva

TALLINN Tartu Parnu

RIGA

Lattelecom Technology, Ltd Lattelecom group* Skanstes iela 13 LV-1013 Riga Tel.: + 371 67020000 Business type: BPO Sectors covered: IT BPO Global HQ location: Latvia Year started: 2003 Full time employees: 212 Notes: Lattelecom Technology offers a full range of IT solutions and services – IT infrastructure solutions, systems integration, company management solutions, software design, around the clock computer servicing, data transmission and IT outsourced services Management/Contact: sales.technology@lattelecom.lv Latvijas Mobilais Telefons, Ltd. Ropažu iela 6 LV-1039 Riga Tel.: +371 80000076 Business type: Call Centre Sectors covered: Call Centre Global HQ location: Latvia Year started: 2004 Full time employees: n/a Notes: Call centre Management/Contact: info@lmt.lv Latvijas Tālrunis, Ltd Blaumaņa iela 38/40 LV-1011 Riga Tel.: +371 67770711 Business type: Call Centre Sectors covered: Call Centre Global HQ location: Germany Year started: 2003 Full time employees: 53 Notes: Advertisement service, call centre activities - information office 1180, Contact centre 117 -inbound calls (general information requests www.117.lv) Management/Contact: E-mail:serviss@zl.lv;

Daugavpils

Liepāja Radviliškis Panevėžys

Klaipėda

Kaunas

Proof IT, Ltd Blaumana street 5a-8 LV-1011 Riga Tel.: +371 67331433 Business type: BPO Sectors covered: IT BPO Global HQ location: Latvia Year started: 2004 Full time employees: 22 Notes: Independent Software Vendor - Custom software development, development outsourcing, software support services, IT related consulting; JAVA, ORACLE, SQL server; advisory services; implementation of 3rd party products Service in English and Latvian Management/Contact: proofit@proofit.lv RUNWAY, Ltd Z.A. Meierovica 16 LV-1050 Riga Tel.: + 3717224437 Business type: Call Centre Sectors covered: Call Centre Global HQ location: Norway Year started: 2004 Full time employees: 108

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VILNIUS

Notes: RUNWAY, Ltd is Runway International Customer Contact subsidiary in Latvia -offer CRM solutions, technical support, back office, Call centre activities - company handling inbound and outbound calls (technical help desk, reservations, information, market research, client satisfaction surveys) Management/Contact: ilze.vintere@runway.lv SERGEL, Ltd Lielvardes street 8a LV-1006 Riga Tel.: 37167630303 Business type: BPO Sectors covered: BPO Global HQ location: Sweden Year started: 2008 Full time employees: 11 Notes: Sergel offers payment solutions to transaction intensive companies and organisations in the Nordic and Baltic markets. Sergel offers services in the areas of Credit, Accounts Receivable, Debt Collection & Surveillance and Content Billing & Clearing.

Management/Contact: Info@sergel.lv

2015

Latvia

Taxi Kurir Riga, Ltd Palasta iela 7 LV-1050 Riga Tel.: +371 283 116 48 Business type: Call Centre Sectors covered: Call Centre Global HQ location: Sweden Year started: 2005 Full time employees: 63 Notes: Call centre activities for Swedish company Management/Contact: guna.primane- berzina@sto.taxikurir.se SSC Tele2 Shared Service Center, Ltd Tele 2 Shared Service Center, Ltd Mūkusalas iela 41b LV-1067 Riga Tel.: + 371 67060764 Business type: SSC Sectors covered: IT SSC Global HQ location: Sweden Year started: 2004 Full time employees: 360 (2014) Notes: Tele2 Billing Ltd is a provider of IT and Billing services for Tele2 subsidiaries all over the Europe. Telecommunications, data processing, billing processing- back office for European market operations.

Management/Contact: contact_rigabilling@tele2.com

Zalaris HR Services Latvia, Ltd Duntes 6 LV-1013 Riga Tel.: +371 25548739 Business type: BPO Sectors covered: BPO Global HQ location: Norway Year started: 2006 Full time employees: 44 (2012) Notes: Zalaris is a leading pan-Nordic provider of innovative and cost- effective HR Outsourcing (HRO), HR technology and HR consulting services to large Nordic and international customers.

LatInSoft.

Ltd Mihoelsa street 56, Daugavpils LV-5401 Daugavpils Tel.: +371 65423288 Business type: BPO Sectors covered: Multifunctional BPO Global HQ location: Latvia Year started: 2004 Full time employees: 39 Notes: LatInSoft specializes in business accounting, management, resource planning, as well as in custom software development.

LatInSoft is Microsoft Gold Certified Partner with “ISV/Software Solution” and “Networking Infrastructure Solutions” competences.

Management/Contact:

info@latinsoft.lv SSC SEB Service Centre Skandinaviska Enskilda Banken AB, Riga branch Ķekava County, Valdlauči, Meistaru Street 1 LV-1076 Kekava Tel.: +371 27778777 Business type: SSC Sectors covered: SSC Global HQ location: Sweden Year started: 2006 Full time employees: 320 (2015) Notes: SEB Service Centre is globally supporting SEB’s bank to bank transfer operations, transfers between business clients and private persons (verifying accuracy of transfers), securities market, stock exchange services (Bloomberg).

Countries served: USA/ Sweden/ Singapore/ Germany/ Austria Management/Contact: info@seb.lv BALTIK IT, Ltd Adress: 11/13 Zivju street LV-3401 Liepaja Tel.: +371 63422230 Business type: BPO Sectors covered: BPO Global HQ location: Italy Year started: 2008 Full time employees: 112 Notes: BALTIK IT is service provider, belonging to Italian company Smartest S.r.l. Smartest S.r.l. provides data processing services for Italian gas and power supply companies and also for hospitals.

SSC Tieto Global Shared Service Centre Tieto Latvia, Ltd Ūnijas iela 8 k.9 LV-1084 Riga Tel.: +371 6 7116565 Business type: SSC Sectors covered: Financial SSC Global HQ location: Finland Year started: 2006 Full time employees: 200 (2014) Notes: Full-cycle financial SSC for Oracle-based global Tieto operations: accounting, master data, controlling, process design, ERP support.

Management/Contact: latvia@tieto.com Transcom Worldwide Latvia, Ltd Bauskas iela 58a

2015

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& Retail Business Centre Duntes iela 6 LV-1013 Riga Tel.: +371 67088100 Business type: SSC Sectors covered: Multifunctional SSC Global HQ location: Norway Year started: 2011 Full time employees: 360 (2015) Notes: Company opened their multifunctional SSC in March 15, 2012 and it will provide finance & Control and HR services for Statoil Fuel and Retail.

Countries served: Denmark, Norway, Sweden, Latvia, Lithuania, Estonia, Poland and Russia.

Management/Contact: latvija@statoilfuelretail.com

LV-1004 Riga Tel.: + 371 67060590 Business type: Call Centre Sectors covered: Call Centre Global HQ location: Luxembourg Year started: 2004 Full time employees: 528 Notes: Offer professional call centre service, call centre activities - customer contact centre, inbound, outbound calls, data entry operations, telemarketing, basic technical support, CRM solutions Management/Contact: contact.riga@transcom.com

93 CEE Shared Services

SSC Statoil Fuel

Lithuania

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Lithuania

CEE Shared Services

94

Adform Vilnius Business type: BPO Sectors covered: Digital advertising software Global HQ location: Denmark Year started: 2006 Full time employees: 359 Languages spoken: IT

SSC Barclays Bank Vilnius Business type: SSC - HR Sectors covered: Financial Services Global HQ location: UK Year started: 2013 Services:, HR Full time employees: 80

Affecto Vilnius Business type: BPO Sectors covered: IT Global HQ location: Finland Year started: 1991 Services: F&A, IT Services, HR, Logistics/Supply Chain, Customer Support Full time employees: 193 Notes: HR, LPO, F&A, customer support, procurement, SCM

SSC Barclays Bank Vilnius Business type: SSC - IT Sectors covered: Financial Services Global HQ location: UK Year started: 2009 Services:, IT Services Full time employees: 1234 Management/Contact: Mariano Andrade Gonzalez, Head of Barclays Technology Centre Lithuania Juan Madronero

SSC Ahlstrom Vilnius UAB Vilnius Business type: SSC Sectors covered: Non-metallic mineral products Global HQ location: Finland Year started: 2014 Services: F&A, Customer Support Full time employees: 63 Management/Contact: Daiva Sereikiene, Service Centre Manager Tel.: +370 626 38991 Asseco Vilnius Business type: BPO Sectors covered: Computer Software Global HQ location: Poland Year started: 2011 Services:, IT Services Full time employees: 156 Languages spoken: IT Atea Vilnius Business type: BPO Sectors covered: Software & IT services Global HQ location: Norway Year started: 2008 Services:, IT Services Full time employees: 313

SSC Barclays Technology Centre Lithuania Upes str 21 LT-08128 Vilnius Business type: SSC Sectors covered: Banking and Insurance Global HQ location: London, UK Year started: 2010 Services:, IT Services, HR, Data Analytics, Customer Support, Call Center Countries served: Global Full time employees: 1400 Management/Contact: Milda Darguzaite, Head of BTCL Tel.: 37065084784 milda.darguzaite@barclays.com SSC Citco Vilnius Business type: SSC Sectors covered: Financial Services Global HQ location: Netherlands Year started: 2007 Services: F&A Full time employees: 237

(TEO Group/TeliaSonera)Baltic Data Center

Computer Sciences Corporation (CSC) Vilnius Business type: BPO Sectors covered: Software & IT services Global HQ location: USA Year started: 2008 Services:, IT Services, Customer Support Full time employees: 347

(TEO Group/TeliaSonera) Vilnius Business type: BPO Sectors covered: IT Global HQ location: Sweden Year started: 2001 Services:, IT Services Full time employees: 5

SSC Cowi Vilnius Business type: SSC Sectors covered: Engineering Global HQ location: Denmark Year started: 2012 Services:, IT Services, Design Full time employees: 33

Baltic Data Center

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CSC Telecom Vilnius Business type: BPO Sectors covered: Communication services Global HQ location: Canada Year started: 2005 Services:, Call Center Full time employees: 38 SSC Danske Vilnius Business type: SSC Sectors covered: Financial services Global HQ location: Denmark Year started: 2012 Services: F&A, IT Services, HR, Logistics/Supply Chain Full time employees: 650; Plans to reach 730.

SSC Danske Bank Vilnius Business type: SSC Sectors covered: Financial services Global HQ location: Denmark Year started: 2015 Languages spoken: IT Expansion plans: In advance planning stage; Information is confidential.

Notes: Number of jobs planned is confidential Euromonitor International Vilnius Business type: BPO Sectors covered: Business Services Global HQ location: UK Year started: 2005 Services:, IT Services, Data Analytics Full time employees: 175 SSC EY Vilnius Business type: SSC/BPO Sectors covered: Professional services Global HQ location: UK Year started: 2002 Services: F&A, HR, Legal Process Outsourcing, other processes.

Full time employees: 60 Grant Thornton Vilnius Business type: BPO Sectors covered: Professional services Global HQ location: UK Year started: 2004 Services: F&A Full time employees: 62 HP Vilnius Business type: BPO Sectors covered: Software & IT services, Computer hardware Global HQ location: USA Year started: 2007 Services:, IT Services Full time employees: 88 IBM Vilnius Business type: BPO Sectors covered: Business Machines & Equipment Global HQ location: USA Year started: 2005 Services:, IT Services

2015

Lithuania Manager’s Profile

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

Ahlstrom’s experience in having a center in CEE is just over one year. The business environment overall for Ahlstrom is very challenging and the company itself is going through a major transformation. The Center concept fits perfectly into the new company strategy, as the Service Center has become a centralized location and Center of Excellence for several processes. The centralization principle will mostly like be applied for other group functions like Supply Chain Management, HR administration, etc.

Having more processes under one roof is an enabler for harmonization and efficiency improvements; besides it reduces

2015

Biggest surprises operating in Vilnius: Positives: Site set up and transition processes were done according to the plan and business case, no major contingencies was required.

Improvements needed: Managing the change process inside the company. Due to legal and union restrictions most of employees involved in the change process have received very limited information prior to the Transition start - in many cases it has created unnecessary tension or lack of knowledge transfer quality.

business continuity risks in other locations.

Since yours is a very new investment, do have any specific bits of advice to other firms?

• Take lessons learned from other firms having BPO/SSC centers in CEE, but don’t copy their model or selection criteria – better to design your own vision as each company has different expectations, specifics of the business which might not be relevant to other companies; • Take time to meet a few centers having operations in particular location and do not rely only on information provided from official sources. Physical site visits should be a must before taking a decision.

Specific cost savings: Total annual savings related to Service Center is estimated at 2.4 million euro; investments of 4 million euro, and payback time of 3 years.

Daiva Sereikiene is the Manager of the Service Center in Vilnius for Ahlstrom group. Main objective of the Service Center is to consolidate all finance and accounting, order to cash process work for Ahlstrom group and to establish an environment with common efficient and harmonized processes. Before joining Ahlstrom Daiva had extensive experiences in Finance areas, including managing Finance SSC of a global IT company in Prague. Daiva has held a senior Finance Manager role for one of the Business Divisions within one of Scandinavia’s leading finance teams in change environment, finance transformation process and supporting business in cost saving and performance improvement programs. Daiva has university degree in Business Administration and MBA in International Project Management.

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95 CEE Shared Services

What is Ahlstrom doing in Lithuania?

Ahlstrom Service Center is based in Vilnius, Lithuania. The center was established in March 2014 followed by official inauguration in October 2014. The Service Center combines Finance & Accounting and Customer Service (Cash to Order process) operations. Both functions started the project simultaneously and further synergies were achieved by sharing the site and set up investments.

The Center supports the EMEA region and employs 75 employees. Further expansion is planned by transferring North America operations.

Explain why your company set up operations in Vilnius: The key criteria for Ahlstrom location assessment were Quality of labor pool (labor population, number of students for Business and Finance programs, language availability, attrition rate); Costs (payroll costs including fringe, inflation data, office rental and service cost); Infrastructure (A class office availability, flight connections, public transport); and Location specific Factors (subsidies, termination rules, unions rules). Vilnius has been chosen as the location based on those criteria and after completing site visits. Also, the attention, support and public services from governmental institutions in Lithuania influenced the final decision on location selection.

What employee issues are unique to Lithuania?

Ahlstrom Vilnius employs 75 people.

There was quite a low attrition in the first year and few terminations have been initiated from the company’s side.

In general Ahlstrom didn’t face big issues by finding the right skills and competencies in the market, even though in many cases it included language and professional competence (accountancy proficiency) combination. Due to the hard competition in IT and language labor sectors more attention will be required by building and retaining own talents as demanding experienced and trained resources from the market will only mean offering wages above the market level.

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• Invest time in planning – scope, services, service models, governance models definitions before making decision on location.

Daiva Sereikiene Site Manager, Ahlstrom Vilnius UA Parent Company: Ahlstrom Oyi, Helsinki, Finland

Lithuania Full time employees: 252 SSC Inwido Support Vilnius Business type: SSC Sectors covered: Wood production Global HQ location: Denmark Year started: 2002 Services:, Engineering Full time employees: 32

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Leinonen Vilnius Business type: BPO Sectors covered: Professional services Global HQ location: Finland Year started: 2006 Services: F&A Full time employees: 48

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96

SSC Lindorff Vilnius Business type: SSC Sectors covered: Credit management Global HQ location: Norway Year started: 2014 Services: F&A, Data Analytics, Customer Support Full time employees: 68 Notes: BI, F&A, customer support, other. Number of jobs planned is confidential.

Year started: 1996 Services:, IT Services Full time employees: 15 SSC Nasdaq Vilnius Business type: SSC Sectors covered: Financial services Global HQ location: USA Year started: 2015 Services: F&A, IT Services Full time employees: 39 Notes: Number of jobs planned is confidential

SSC Skandia Vilnius Business type: SSC Sectors covered: Financial and insurance services Global HQ location: Sweden Year started: 2015 Services: F&A, IT Services, HR, Insurance administration Full time employees: 0 Notes: Plans to employ approx. 290 employees

Nielsen Vilnius Business type: BPO Sectors covered: Market research Global HQ location: USA Year started: 1995 Services:, Data Analytics Full time employees: 183

SSC Skandinaviska Enskilda banken (SEB) Vilnius Business type: SSC Sectors covered: Financial Services Global HQ location: Sweden Year started: 2008 Services: F&A, IT Services, HR Full time employees: 520

Norian Accounting Vilnius Business type: BPO Sectors covered: Business Services Global HQ location: Norway Year started: 2005 Services: F&A Full time employees: 129

SSC Storebrand Group Vilnius Business type: SSC/BPO Sectors covered: Business Services Global HQ location: Norway Year started: 2007 Services: F&A, IT Services Full time employees: 349 Management/Contact: Siw Seland, Centre Manager

Lintel (TEO Group/TeliaSonera) Vilnius Business type: BPO Sectors covered: Information services Global HQ location: Sweden Year started: 1992 Services:, Call Center Full time employees: 652 MarkMonitor Vilnius Business type: BPO Sectors covered: Software development Global HQ location: USA Year started: 2007 Services:, IT Services Full time employees: 87 SSC Matrix Software Baltic Vilnius Business type: SSC Sectors covered: Software for the building industry Global HQ location: Denmark

Services: F&A Full time employees: 26

SSC Paroc Oy Ab Vilnius Business type: SSC Sectors covered: Building and Construction Materials Global HQ location: Finland Year started: 2012 Services: F&A, HR Full time employees: 50 pwc Vilnius Business type: BPO Sectors covered: Professional services Global HQ location: UK Year started: 1996 Services: F&A, HR, Legal Process Outsourcing Full time employees: 17 Rรถdl & Partner Vilnius Business type: BPO Sectors covered: Professional services Global HQ location: Germany Year started: 1998

Studio Moderna Vilnius Business type: BPO Sectors covered: TV shopping Global HQ location: Slovenia Year started: 2003 Services:, Call Center Full time employees: 709 SSC Swedbank Vilnius Business type: SSC Sectors covered: Financial services Global HQ location: Sweden Year started: 2013 Services: F&A, IT Services Full time employees: 270 Tieto Vilnius Business type: BPO Sectors covered: IT services, IT consulting Global HQ location: Finland Year started: 1999 Services:, IT Services Full time employees: 132 TNS Vilnius Business type: BPO Sectors covered: Market research Global HQ location: UK Year started: 1996 Services:, Data Analytics Full time employees: 103 SSC Transcom Worldwide Vilnius Business type: SSC/BPO Sectors covered: Information services

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2015

Juan Madroñero Director of Information Technology, Barclays Investment Bank Currently Juan holds the position of Work Place Innovation and Transformation Director. In his this current role, he is focusing on evolving Application Management and Service Desk to adopt self service offerings through Digital Channels and by adopting Social Networking methodologies.

Now on assignment to the Barclays Technology Centre in Vilnius, Lithuania.

With almost 20 years IT experience, of which 15 years have been spent at tier 1 global banking organizations, Juan has had the opportunity to work in and across

Global HQ location: Luxembourg Year started: 2002 Services:, Customer Support, SCM, other functions Full time employees: 685 SSC Western Union Processing Lithuania, UAB Vilnius Business type: SSC/BPO Sectors covered: Financial Services Global HQ location: USA Year started: 2010 Services: F&A, IT Services, HR, Logistics/Supply Chain, Customer Support, Anti-Money Laundering Full time employees: 1345 Management/Contact: Kendra Ricenbaw, Site Leader and Managing Director SSC WorldOne Vilnius Business type: SSC Sectors covered: Data collection Global HQ location: UK Year started: 2003 Services:, Call Center Full time employees: 153 BDO Kaunas Business type: BPO Sectors covered: Professional services Global HQ location: Belgium Year started: 2009 Services: F&A Full time employees: 80 SSC Callcredit Kaunas Business type: SSC Sectors covered: Financial Services Global HQ location: UK Year started: 2011 Services:, IT Services Full time employees: 116; Plans to reach 200 SSC Festo Kaunas Business type: SSC

2015

the US, Asia and Europe. Prior to his current assignment in Lithuania, Juan worked in the US, London and Singapore. More recently he spent two and half years in Kiev, where he worked for Barclays as

Sectors covered: Industrial automatization Global HQ location: Germany Year started: 1994 Services: F&A, IT Services, HR, Logistics/Supply Chain, Customer Support Full time employees: 185 Grant Thornton Kaunas Business type: BPO Sectors covered: Professional services Global HQ location: UK Year started: 2004 Services: F&A Full time employees: 62 HP Kaunas Business type: BPO Sectors covered: Software & IT services, Computer hardware Global HQ location: USA Year started: 2007 Services:, IT Services Full time employees: 88 SSC Intermedix Kaunas Business type: SSC Sectors covered: Software and IT services Global HQ location: USA Year started: 2013 Services: F&A, IT Services, Customer Support Full time employees: 378 Management/Contact: Lukas Jankauskas Leinonen Kaunas Business type: BPO Sectors covered: Professional services Global HQ location: Finland Year started: 2006 Services: F&A Full time employees: 48

Global Service Director for FICC IT Application Management Service Centre (AMSC) and led the build out of the AMSC Shared Services Center in Kiev.

Until early this year, Juan held the positions of Global Head, Application Management Service Centre Shared Services and Interim Global Head of Service Desk.

As such Juan was responsible for leading service delivery and transformation initiatives across the globe. This year, 2015, BTCL Vilnius won the “CEE Shared Services And Outsourcing Awards ” award for “Shared Services firm of the Year – CEE”. This was a significant achievement for BTCL and the local leadership team, and marks its success as a Global Shared Services Centre and integral part of the Barclays’ global network.

Lintel (TEO Group/TeliaSonera) Kaunas Business type: BPO Sectors covered: Information services Global HQ location: Sweden Year started: 1992 Services:, Call Center Full time employees: 652 SSC Nielsen & Nielsen Kaunas Business type: SSC Sectors covered: Financial Services Global HQ location: Denmark Year started: 2011 Services: F&A, IT Services, HR, Data Analytics Full time employees: 50 Runway International Kaunas Business type: BPO Sectors covered: Communication services Global HQ location: Norway Year started: 2009 Services:, Call Center Full time employees: 106 SSC Transcom Worldwide Kaunas Business type: SSC/BPO Sectors covered: Information services Global HQ location: Luxembourg Year started: 2002 Services:, Customer Support, SCM, other functions Full time employees: 685 Unicall (Kaunas) Communication Centre)Unicall (Kaunas Communication Centre)Unicall (Kaunas Communication Centre) Kaunas Business type: BPO Sectors covered: Information services

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97 CEE Shared Services

Manager’s Profile

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Lithuania

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Lithuania/Bulgaria

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98

Global HQ location: Norway Year started: 2008 Services:, Call Center Full time employees: 83

Bulgaria

Grant Thornton Klaipeda Business type: BPO Sectors covered: Professional services Global HQ location: UK Year started: 2004 Services: F&A Full time employees: 62

60K Year started: 2008 Services:Customer interaction services, Back Office Transaction Full time employees: 360

Call Point New Europe Year started: 2004 Services:Customer interaction services, Back Office Transaction, Knowledge services Full time employees: 550

Adecco Year started: 2005 Services:Customer interaction services, HR services Full time employees: 700

Coca Cola HBC Year started: 2005 Services:Customer interaction services, Finance/ Accounting services Full time employees: 280

SSC GreenCarrier Klaipeda Business type: SSC Sectors covered: Transportation Global HQ location: Sweden Year started: 2013 Services: F&A Full time employees: 16 Lintel (TEO Group/TeliaSonera) Klaipeda Business type: BPO Sectors covered: Information services Global HQ location: Sweden Year started: 1992 Services:, Call Center Full time employees: 652

AII Data Processing Year started: 1999 Services:Customer interaction services, Back Office Transaction, Knowledge services Full time employees: 290 C3i Year started: 2005 Services:Customer interaction services, Back Office Transaction, HR services Full time employees: 200

CSMS Year started: 2008 Services:Customer interaction services, Back Office Transaction Full time employees: 250 Euroccor (IMRO) Year started: 2003

Omega Technology Klaipeda Business type: BPO Sectors covered: Energy sector project execution services Global HQ location: Norway Year started: 2006 Services:, IT Services Full time employees: 24 Lintel (TEO Group/TeliaSonera) Panevezys Business type: BPO Sectors covered: Information services Global HQ location: Sweden Year started: 1992 Services:, Call Center Full time employees: 652 SSC Royal unibrew Services Panevezys Business type: SSC Sectors covered: Production of benerages Global HQ location: Denmark Year started: 2008 Services: F&A Full time employees: 10 Lintel (TEO Group/TeliaSonera) Radviliskis Business type: BPO Sectors covered: Information services Global HQ location: Sweden Year started: 1992 Services:, Call Center Full time employees: 652

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2015

Bulgaria Manager’s Profile

Thanks to internal rotation, the team remains motivated.

Bjorn Dumortier Director Financial Services Group, Ideal Standard International; Parent Company: Ideal Standard International, Belgium

into an advanced Services Group, where we produce key financial information for the headquarters, and where we have re-defined the standard business processes across the Ideal Standard International Group. Going forward, the FSG will further develop and take up more activities in the Order-to-Cash and month-end closing process. We are also looking into centralizing more FP&A activities into the center.

How has your business changed in CEE over the last 2-3 years, and what’s on the horizon?

The financial service center has evolved from a pure invoice processing center

What employee issues do you have?

Given the fact that the Ideal Standard International FSG is located in an area where there are no other large SCC firms, the attrition rate is very low.

Specific cost savings that your firm has achieved: The philosophy of the centralization initiatives at Ideal Standard International has always been to not simply “lift-and-shift”, but to standardize, harmonize and automate the business processes. Therefore, we could reduce FTEs with about 5060% and on top of this, we benefit from an important labor arbitrage in central Bulgaria.

Started of in 1999 as auditor at Ernst & Young and moved to Electronic Data Systems in 2006 as EMEA North accounting manager. Then moved to Ideal Standard International HQ in 2010 as the Controller of the principal entity of the group, and since four years moved into the role of Director of the Financial Services Group, also leading the Finance Transformation initiatives within the Group to centralize, harmonize and standardize the finance function at Ideal Standard International.

Services:Customer interaction services, Back Office Transaction, Finance/Accounting services, Knowledge services Full time employees: 450

Services:Customer interaction services, Back Office Transaction, Finance/Accounting services, Knowledge services Full time employees: 200

EXL Services Year started: 2006 Services:Customer interaction services, Back Office Transaction, Finance/Accounting services, Knowledge services Full time employees: 125

OB10 Year started: 2007 Services:Customer interaction services, Finance/ Accounting services Full time employees: 250

International Year started: 2007 Services:Customer interaction services Full time employees: 300

Siemens Enterprise

Sutherland Global Services

Communications Year started: 2008 Services:Customer interaction services, IT/software operations Full time employees: 80

Year started: 2008 Services:Customer interaction services, Back Office Transaction, Finance/Accounting services Full time employees: 260

Services:Customer interaction services, IT/software operations, HR services Full time employees: 650 Stream

Hewlett-Packard Year started: 2006 Services:Customer interaction services, IT/software operations Full time employees: 4100 IBM Year started: 2007 Services:Customer interaction services, Back Office Transaction, IT/software operations, Finance/ Accounting services Full time employees: 530 Moneybookers.com Year started: 2008

2015

SITEL Year started: 2006 Services:Customer interaction services, Back Office Transaction, IT/software operations, Knowledge services Full time employees: 546 Sofica Group Year started: 2006

TaxBack.com Year started: 2003 Services:Customer interaction services, Finance/ Accounting services Full time employees: 400 TravelStore Maker Year started: 2000 Services:Customer interaction services, IT/software operations, HR services Full time employees: 60

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99 CEE Shared Services

What’s Ideal doing in CEE? Ideal Standard International started up its internal Financial Services Group in 2011 with the processing of incoming supplier invoices and has grown over the last years to become a full financial service provider in finance covering Treasury, Compliance and General Ledger activities for the Group. The center is located in Sevlievo, Bulgaria, and is currently operating with 25 finance professionals.

The city of Sevlievo was selected mainly because of important production facilities Ideal Standard International has in this area in Bulgaria. Therefore we could recruit internally from the existing finance organization to start up the centre. We completed the initial team with external recruits with specific skills (e.g. languages) to ensure the best mix to service the internal customers.

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Biggest positive surprises (and biggest negative surprises) about operating in CEE: Positives: talent pool is available, even in a less known area in Bulgaria.

Negatives/Improvements needed: accessibility of the region (two hours drive from an international airport).

Serbia

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Serbia Biters Belgrade Business type: BPO Sectors covered: Front Office & ITO Global HQ location: Italy (E-Care) Year started: 2012 Services:, IT Services, Customer Support Full time employees: 100 + (2014) Notes: Main clients are: Telecommunication operators, OLO, Local operators, Utilities, Companies, Banks, Health care, Public administration.

Management/Contact: Mr. Saverio Strani Phone: +381 11-41-41-142 Tel.: +381 11-41-41-142 Euronet Belgrade Business type: BPO Sectors covered: Three primary business segments â&#x20AC;&#x201D; EFT, epay and Money Transfer Full time employees: 88 (2013)

Notes: Global provider of electronic payment and transaction processing solutions for financial institutions, retailers, service providers and individual consumers. 4,600 employees in 39 countries. In 2014, we processed 2.6 billion transactions and posted annual revenues of approximately $1.7 billion.

Management/Contact: Mr. Dragan Spanovic, Country Manager Tel.: +381 11 308 2300 dspanovic@euronetworldwide.com Transcom Belgrade Business type: BPO Sectors covered: Financial Services and Internet & Telecoms sectors with operations in Europe, US, Canada, Mexico and the Philippines.

Year started: 2014 Full time employees: 200 (2014)

CEE Shared Services

100

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2015

SSC NIS a.d.

Narodnog fronta 12 21 000 Novi Sad Business type: SSC Services: F&A, HR Management/Contact: Nikola Stokic, HR Shared Service Director Tel.: +381 64 888 6227 First Data Business type: BPO Services:, payments processor for banks, finance companies and merchants across Europe

Full time employees: 78 (2012) Notes: The company has presence in Austria, Germany, Greece, Ireland, Italy, Latvia, Lithuania, Netherlands, Slovakia, Serbia, Spain and the UK. First Data employs approximately 5,300 people and serves more than 100 major clients.

Management/Contact: Ms. Olja Dakic Tel.: 381 11 20 71 100 office@firstdata.rs NCR Sectors covered: SS&BPO Full time employees: 1,600 (2014) Notes: NCR Corporation (NYSE: NCR) is a global technology leader in how the world connects, interacts and transacts with business. NCR’s assisted, self-service solutions and comprehensive support services, address the needs of retail, financial, travel, hospitality, entertainment,

gaming, public sector, telecom carrier, and equipment organizations in more than 100 countries. The company’s sales and customer support facilities are located throughout the world embracing more than 23,000 employees, having achieved revenue of US$5.44 billion (as of Dec 31st, 2011). Its headquarters is based in Duluth near Atlanta, Georgia, USA. Using specialized software, highly trained customer care agents and technicians are providing support to NCR customer engineers across Europe, including NCR’s internal European language IT Help Desk. In numbers, the NCR’s center in Belgrade supports around 50,000 ATMs, 80,000 payment stations, 19,000 devices for self-service check-outs, as well as 20,000 servers and PCs. The support is also provided in nine different languages: Dutch, English, French, German, Greek, Hungarian, Italian, Spanish and Turkish, with additional languages to follow going forward.

Management/Contact: Mr. Vladimir Zivanovic Sitel Business type: BPO Sectors covered: Customer Care/Front Office Services:, Customer Support, Call Center Full time employees: 400+ (2014) Notes: Center in Serbia offers a full range of business process outsourcing solutions, with state-ofthe-art contact center technology, site interconnectivity and the latest CRM tools. Serbian operation provides a cost efficient near-shore solution offering high-quality advisors who are able to support a wide range of BPO services including technical support, customer care and back-office. Languages Supported: Danish, Dutch, English, French, German, Greek, Italian, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Turkish. 27 markets served: Amoung Australia, Austria, Belgium, Brazil, Canada, Denmark, France, Germany, Greece, Ireland, Italy, Luxembourg, Malta, Mexico, Netherlands, New Zealand, Norway, Poland, Portugal, Russia, South Africa, Spain, Sweden, Switzerland, Turkey, UK, USA Management/Contact: Ms. Aleksandra Petrovic, Site Director Serbia Tel.: +381.11.414.2211 aleksandra.petrovic@sitel.com Telesign Business type: BPO Services:, Call Center Management/Contact: Ms. Biljana Ivanovic, Centre Manager Tel.: +381 11 785 7500 bivanovic@telesign.com Trizma Business type: BPO Sectors covered: Banks,insurance, retailers, telecom providers and governmental institutions, Year started: 2002 Services:, IT Services, HR, Call Center Full time employees: 430 (2013) Management/Contact: Mr. Marko Kovacevic Tel.: +381 11 3537 500 mkovacevic@trizma.rs

2015

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101 CEE Shared Services

Languages spoken: English, German, French, Italian, Spanish, Dutch and Russian.

Management/Contact: Mr. Roberto Boggio, General Manager, Central & South Europe Region Tel.: +381 011 344 1705

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Serbia

CEE Shared Services/BPO Awards

CEE Shared Services and Outsourcing Awards 26 Companies were distinguished on 5 February at the 3rd annual CEE Shared Services and Outsourcing Awards Gala. More than 275 executives attended, from 21 countries across

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the CEE region, western Europe,

CEE Shared Services

102

Scandinavia, United States, and India.

Winners included: Business Centre Manager of the Year – Shared Services: Richard Piskorz, Head of Operations Asset and Fund Services, BNP Paribas Services Managed 80% growth in headcount in 2014 with intensive process transfer tasks: 25 processes being successfully migrated. Staff growth: 2014 was a challenging and dynamic year for BP2S Warsaw. The year 2014 was also intensive from a process transfer perspective with 25 processes being successfully migrated.

These were fund services processes (e.g.

Fund Dealing Services, Fund Accounting and Transfer Agent). The migration often involved creating a new operating model and training staff in “the internal client” location.

Business Centre Manager of the Year – BPO: Krzysztof Herdzik General Manager, WNS Poland.

Polish financial director led the set-up of one of world’s largest Indian BPO firms operations in Gydnia. Combines financial background with strong employee-motivation skills.

Emerging City of the Year - Rzeszow 30% growth. Being aware of the huge potential of BPO/SSC industry, Rzeszów City authorities in August 2014 prepared a Economic Promotion Strategy dedicated to BPO/SSC industry. The main goal of this strategy is to strenghten “soft incentives” by establishing stronger connections with universities and providing potential investors. Companies that chose Rzeszow in 2014: Randstad - Dutch consulting HR company. Mobica - British IT company plans to hire 130 employees specializing in software engineering for mobile devices.

Emerging City of the Year – CEE: Kaunas 200% in projects, 450% growth in new jobs. New investors included Bentley Systems - BPO, IT 50 new jobs planned.

Intermedix - SSC IT support and Development - 500 new jobs planned.

Kaunas has long been a competence center for IT, but has only recently started to use its potential in SSC/BPO. Close partnership with universities builds talent pool of highly qualified multilingual specialists in IT, HR, finance, business administration, mathematics and

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statistics. Kaunas municipality is proactive in providing aftercare services, i.e. recently a legislation was passed allowing businesses that create 200 new jobs or more to use parking in the city center for half of the price.

Best City of the Year: Krakow From a well-established base, Krakow grew employment 20%+ in the SSC/BPO sector in 2014.

Newest investors include: Lund­beck, Getinge, SABMiller, Solarwinds, Softserve, TeleTech, Arvato.

After a few years of intensive work on building an attractive climate for investment in Krakow, there are currently 80 companies engaged in a broad range of services for business, offering employment for about 35,000 people.

Employment in this sector has grown almost 50% increase in just 2 years. For comparison, the global average stands at around 11%.

City of the Year -– CEE: Vilnius 56% growth from previous year, and Vilnius is attracting higher - added value jobs such as Business Analytics, AntiMoney Laundering, Asset Management Support, IT development. New investors

2015

include: Revel Systems; Valuetech; Lindorff; Ahlstrom; Intermedix; GreenCarrier and Swedbank.

New-entrant SSC of the Year: GE Healthcare The GE Healthcare IT&PE (Information Technology and Process Excellence) organization is in the process of establishing and scaling an advanced IT Centre of Excellence (CoE) in Krakow, with projected investment from GE of $50 million til 2019. As part of a global in-sourcing initiative, the organization has identified Krakow as the location with the talent and infrastructure capability to meet its needs. Similar centres already exist in Michigan, USA and Bangalore, India.

Over the next two years the centre will grow to over 200 employees, consisting of senior IT professionals.

Shared Services Firm of the Year – Poland: Cisco During its first 2,5 years of operation, the center has surpassed expectations both in the ability to attract talent, as well as the quality of the support services delivered and customer satisfaction achieved. As a result, the center’s growth has exceeded the original plans: 100% of headcount growth between 2012 and 2013; 2013 and 2014. December 2013 – 260 employees; December 2014 – 515 employees; December 2015 – Cisco is planning to double the number of employees in Krakow over next 2 years.

BPO Firm of the Year – CEE: CPL Integrated Services Of CPL’s 4,000+ permanent staff,nearly 1,000 are based in Hungary. Key global clients include Google, HP, Microsoft,

IBM. 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.|Driving strategic flexibility; Cpl Integrated Services enables companies to adapt to changing business conditions through innovative and adaptive workforce strategies.|CPL Integrated Services in Hungary, Ireland, Tunisia and Netherlands provide worldwide multinational companies, with IT support, order processing, fulfillment and administrative services.

Employment at December 2013: 780; at December 2014: 900; projected at December 2015: 1050 Most Unique Services Provider – CEE: Process Solutions Loan staff services are the subject of this nomination as most unique services provider. This is the company’s fastest growing business-line in recent years, which is driven by demand from our SSC clients. Process Solutions is an ex-Arthur Andersen Business Process Outsourcing (BPO) Group now operating a dynamic and rapidly expanding independent accounting business in the European region, delivering services to some of the largest corporations in the world.

103 CEE Shared Services

Shared Services Firm of the Year – CEE: Barclays Nearly 1500 smart employees in Vilnius are an integral part of Barclays’ global network, operating this globally recognized center of excellence (CoE) for both Java and IOS development, as well as for project management. 40 – 60% reduction of running costs over 2010 -2014 for work transferred to BTCL from higher cost locations. Many of Barclays’ global

teams are now led from BTCL-Vilnius.

The rapid growth of the site over the past 5 years is a testament to the depth of skills and value to the wider Barclays’ organization. It is now the largest of Barclays Technology Centers in Eastern Europe and it continues to expand the services offered – 2014 saw the first non-IT function, HR Operations, being added.

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CEE Shared Services/BPO Awards

2015

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CEE Shared Services/BPO Awards

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BPO Firm of the Year – Poland: Capita Polska Capita Polska predominately services the British market with key Group Clients including cutting-edge new services via: Capita Company Secretarial Services: provides international clients with all aspects of their company secretarial and governance needs; Capita Investor Relations: manages and delivers tailored investment support to experts. 2014 proved to be a landmark year for Capita Polska with the launch of a contract with Vanquis Bank - the Centre’s first contract to provide services to the Polish Market.

IT Services Firm of the Year – CEE: Bulpros Consulting (Bulgaria) Bulpros is providing the whole spectrum of IT lifecycle services – software development in all core technologies, design and development of web and mobile solutions and applications, IT Infrastructure

for now, Atos in Poland is present in 4 locations: Poland Managed Services Offshore Center in Bydgoszcz, Global Delivery Center Europe in Wroclaw, local Systems Integration Office in Gdansk and Headquarters Office in Warsaw.

Most Unique Services Provider – Poland: Intitek Polska Its competitive advantage on the market is its ability to mobilize instantly engineering teams.

Intitek is taking over engineering projects in its own platform offices or through delegation of its staff.|We permanently work out technical specifications, general designs, detailed designs, programming, testing, serial launch as well as further optimization. On a daily basis we help local Managers and Directors of technical departments of large corporations to set up teams in

financial and non-financial. The most popular benefits and those most frequently used by the employees include the following: Support to reconcile work and family; flexible forms of work; 6 weeks of holiday, part-time employment for parents on maternity leave, possibility to work from home, company English nursery school in Třebíč for children from six months up to 6 years of age, extended operating hours in the kindergarten in Přibyslavice. Current employment: 250+.

Employer of the Year – BPO: CPL Operating with 900 employees, in 2014 CPL IS have paid out just over 1M EUR in key benefits. CPLIS believes that employee health is a basic requirement for successful and productive work.

Key benefits include the following Employee Perks: Meal vouchers, Local Transport Pass, Accommodation Card,

CEE Shared Services

104 services with focus on infrastructure consulting for MS technologies and cloud services. To support the operations of the clients’ IT systems Bulpros is providing customer services including help-desk, application and infrastructure technical support, content and data services as well as telesales and telemarketing service. Since 2014 also providing Legal Process Outsourcing services.

Approximately 330 employees.

IT Services Firm of the Year – Poland: Atos Services Atos is an international information technology services company, serving a global client base. We have grown from just 500 employees four years ago to more than 4,000 today. Focus on IT security services is driving growth.

Atos has been operating in Poland since 2000. Thanks to acquisition of Siemens IT Solutions and Services in 2011 Atos acquired its present shape. Throughout the recent 3 years the dynamic growth of the company developed its resources from 500 employees into an entity with over 2,5 thousand employees. As

order to get their projects delivered on time. Intitek is a global outsourced services provider in the field of mechanical and IT engineering. Intitek is serving many major corporations from the automotive, industrial vehicles, aerospace and IT sectors.

Employer of the Year – Shared Services: Mann+Hummel Service s.r.o.

The shared service centre Mann+Hummel Service s.r.o. has been providing services for other subsidiaries of the Mann+Hummel Group since 2007. The company’s portfolio includes services in the following areas: Research & Development, Project Management, Project Controlling, Accounting, Country Financial Services, Information Technology & SAP support, Material Data Management & Quality, HR Services, Purchasing. Currently we employ more than 250 employees in Nová Ves and Brno (a subsidiary, specializing in R&D, IT and HR services).

Mann+Hummel Service, s.r.o. offers its employees a wide range of benefits, both

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Recreation Card, Dining Card, Voluntary health fund contribution, Voluntary pension fund contribution, Culture events voucher, Schooling support voucher.

Discount scheme: 10-20% off in over 25 different outlets across Hungary ranging between restaurants, coffee shops, banks, shops, and health services. CPLIS believes that employee health is a basic requirement for successful and productive work. Here are some examples of our initiatives: Office massage; Company doctor visit with free services on-site.

Recruitment Firm of the Year: Hays Specialist Recruitment Our business grew 20% YoY which a major achievement considering the scale.

Biggest client in 2014: Honeywell centre in Romania – over 400 hires in 2014.

Hays has been chosen as an RPO supplier for all internal and external Honeywell permanent hires across EMEA region.

One of the most important part within that contract was staffing in Romania where Honeywell decided to build a multifunctional centre supporting internal clients at regional and global level.

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Real Estate Advisory: Jones Lang Lasalle In Poland, JLL advised on ca 30 transactions, signed by business services centres with foreign capital in 2014. It is also worth noting that in 2013, JLL advised on lease agreements, totaling 85,000 sq m of office space (40% market share), which were signed by business services sector companies.

Best Office Development for BPO/ SSC Sectors: Vastint LEED Gold certificate for this Poznanbased mega office complex with focus on the SSC/BPO sectors. Vastint is part of the Inter IKEA Property Division, and has been developing property in Poland since 1992. Business Garden Poznan is a modern office centre with a planned area of 80,000 m2.

BPO Contract of the Year: Global Remote Services (Romania) and Airport of Rome This is an IT-support contract with the Airport of Rome. GRS won with a price 40% lower than the base-price. The contract is also revolutionary, in that an Italian public-sector entity is outsourcing key support services to Romania.

This contract was won by GRS after a public auction at which participated 12 bidding companies, located in Italy or abroad.

General Advisory/Location Advisory firm of the year: PWC Poland Companies that PWC worked with include Kemira, Amway, Metinvest, Akzo Nobel (BPO), IAG, ALK, Ashland, Fresenius Kabi, Quad Graphics, CEDC. We have also led the projects to design and build solution for PwCâ&#x20AC;&#x2122;s CEE internal Shared Service Centers.

CSR Initiative of the Year: Poland Business Run We help amputees. In the last three years we collected approximately 1,200,000 PLN, bought 28 prosthesis and changed 20 peopleâ&#x20AC;&#x2122;s lives. We are the biggest Charity Run in Poland and Poland Business Run 2015 is going to be even bigger and better, with enormous support from private, responsible businesses,

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led especially by the SSC/BPO sector.

Poland-wide in these cities: Krakow, Poznan, Katowice, Lodz, Warszawa.

Poland Business Run is organized by busines (privately-owned firms), the public-sector (local governments) and NGOs (Fundacja Jaska Meli Poza Horyzonty).

Support from Luxoft, Radisson Blu Hotel Krakow, UBS, The Krakow ZIS Sports Infrastructure Board; in |Poznan: The City of Poznan, CenturyLink Technology Solutions, Franklin Resources Inc, MAN Accounting Center, Uniwersytet Ekonomiczny w Poznaniu, Volkswagen.

In Katowice: The City of Katowice, Capgemini Polska, ING Services Polska.

In Warszawa: Accenture, BNP Paribas Securities Services, Goldman Sachs, Hays Poland, Jones Lang LaSalle, Luxoft, Marriott, MSL GROUP, Stadion Narodowy, UBS. In Lodz: Infosys BPO Poland.

University-Business Cooperation of the Year: CIMA and SGH joint study programme in Management Accounting Warsaw School of Economics in collaboration with CIMA (The Chartered Institute of Management Accountants) offers Interdisciplinary specialty programs in Polish and English at the undergraduate and graduate levels, to prepare students to take up better-paying positions in F&A within internaional

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Executive Search Firm of the Year: Advisory Group TEST Human Resources Razor-sharp focus on ExecSearch for the SSC/BPO sector, having grown up with the sector in Krakow, and now with national accounts across Poland.

Key Clients: Lufthansa Global Business Services, SABMiller Global Business Services, Herbalife EMEA Finance and Operations Service Centre, RWE Group Business Services, Capita Polska, RR Donnelley DocumentSolutions.

and Outsourcing Directory

CEE Shared Services/BPO Awards

CEE Shared Services/BPO Awards

and Outsourcing Directory

SSC organizations. Interdisciplinary specialty programs are implemented in Polish and English at the undergraduate and graduate levels. At the undergraduate level is the SGH &CIMA Certificate in Business Accounting (SGH &amp; CIMA - CBA), while the graduate level is SGH &CIMA Diploma in Management Accounting (CIMA &SGH - DMA) and SGH &CIMA Advanced Diploma in Management Accounting (CIMA & SGH – ADMA).

CEE Shared Services & Outsourcing Awards Gala 2016

CEE Shared Services

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Special Recognition Award: ASPIRE ASPIRE has created a model for other cities, to show how to spread the message that success is founded on presenting opportunity to people at all levels of society and by leveraging the energies of

people working within SSC/ITO centres - that these people are the true heroes of the story. ASPIRE is the representative body of the technology and business services sector in Kraków. Founded in 2008, ASPIRE is widely credited as playing a key role in Kraków’s emergence as an IT and business services hub. ASPIRE’s mission is to accelerate the development of an ecosystem which will support the continuing development of the IT and business services sector in Kraków, and includes “harnessing the passion, energy and expertise of our members at all levels of their organizations.” This year in the Tholons global rankings of Top Outsourcing Cities, Kraków ranked for the first time as the top location in Europe overtaking Dublin. The city is now ranked 9th globally. n

4 February 2016 www.ceeOutsourcingAwards.com www.ceeOutsourcingAwards.com

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