CEE Business Services Directory 2020

2500+ BSCs

CEE Business Services Directory 2020 Poland

Tallinn

Lithuania Latvia

3–4 February 2021 a Hopin hybrid

Riga

Estonia

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Klaipeda

Czechia

Kaunas

Vilnius

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Slovakia

Szczecin

Hungary

Poznań

Warsaw

Romania

Wrocław

Łódź

Bulgaria

Prague

Moldova

Kyiv Lviv

Ostrava Brno

Ukraine

Rzeszów

Kraków

Bratislava Budapest

Kosice

Chisinau

Szeged Subotica

USA–CEE Connections Summit 19 November 2020 100% On-Line

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www.EuropeanBusinessServices.com

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CEE Business Services Directory 2020 ISSN 1643-4692

BiznesPolska

Table of Contents

Publisher: CEE Business Media sp. z o.o., sp. K. ul. M. Konopnickiej 6, Warsaw 00-491 Poland Thom Barnhardt, president, tb@biznespolska.pl; +48-508-143-963 Danuta Barnhardt, research and administration, danuta@biznespolska.pl, +48-605-332-319 Slawek Parfianowicz, graphic design/DTP, produckja@biznespolska.pl

Poland 7 Hungary 54 Czech Republic 62 Slovakia 68 Romania 72 Lithuania 84 Latvia 90 Estonia 94 Bulgaria 97 Serbia 99 Moldova 100 Ukraine 102

3–4 February 2021 Distribution: USA—Europe Business Services Summit & Awards

EBSA BiznesPolska.pl EUROPEAN BUSINESS SERVICES

ASSOCIATION

Emerging City of the Year – CEE Lviv, Ukraine Emerging City of the Year – Poland Opole

At the 8th annual CEE Business Services Summit and Awards, held on 30 January 2020 at Warsaw’s Hotel Intercontinental, 25 companies, cities and individuals were distinguished for their exceptional performance. More than 330 guests from 26 countries attended, which singled out Winners from 175 nominations.

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Top Digital Services Provider – Poland Sii Poland

Best University-Business Cooperation – Poland “Sector Skills Council for the Business Services Sector” (ASPIRE initiative)

Top Financial Services BSC Firm of the Year (CEE) Nasdaq Technology and Business Services

Top CSR Initiative of the Year – Top BSC HR Director of the Year CEE ExxonMobil GBC Hungary Anna Majer – 3M Global Service (ExxonMobil Hungary – Center Poland Community Investment) Most “Dynamically Developing” Business Centre Manager of the City – Poland Top CSR Initiative of the Year – Year – SSC – CEE Tricity Rosita Vasilkeviciute – Danske Bank Poland Orange Polska SSC (Volunteering (Danske Bank Lithuania) New-entrant BSC of the Year in SSC) Schaeffler Global Services Europe Business Centre Manager of the Business Services Firm of the Top Employer Branding Initiative Year – SSC – Poland Year – CEE Iwona Dudzinska – Citigroup – CEE Deutsche Telekom Services Europe Danske Bank Group IT Lithuania Top Robotics Implementation of Slovakia (DGITL) the Year Business Services Firm of the Cognizant Technology Solutions Top Employer Branding Initiative Year – Baltics – Poland Best Services Provider – panSEB Bank State Street Bank International European (BPO) GmbH Poland Branch Business Services Firm of the Cognizant Technology Solutions Year – Hungary Most Vibrant Workplace – CEE Top Digital Services Provider – UNICEF Tata Consultancy Services Ltd. CEE Hungary Branch Business Services Firm of the Tata Consultancy Services Ltd. Year – Poland Hungary Branch Most Vibrant Workplace – Poland 3M Global Service Center Poland HEINEKEN Global Shared Services Most “Dynamically Developing” City – CEE Vilnius

Watch the Winners on YouTube

Best University-Business Cooperation – CEE Diageo Business Services Budapest

Companies that attended included: 3M GSC Poland | Academic Work | ACCA | ACCEE | Adaptive Solutions & Advisory | Alliance for Recruitment | allnex | AmCham Slovakia | Aon | Arrow Services | ARVAL SLOVAKIA, s.r.o. | Arval-BNP Paribas SSC | ASPIRE | ATEA SSC Latvia | Automation Innology | Avis Budget Group Business Support Center | BARR | BULPROS | CIMA | CircleK Europe | Citco Vilnius | Citi | Cognizant | Colliers | Connections Consult | Connections Consult | Coty | Credit Suisse | Curium Pharma (Prague) | Cushman & Wakefield Polska | CzechInvest | Danske Bank | Danske Bank Lithuania | Deloitte | Dentons | DEUTSCHE TELEKOM SERVICES EUROPE SLOVAKIA s.r.o. | Deutsche Post DHL | Deutsche Telecom Services Europe Slovakia s.r.o. | DFCG (France) | Diageo Business Services | Digital Startup | Digital Teammates | DSV | Economic Development Department, Tbilisi City Hall | EDC Debrecen Ltd. | Employer Branding Institute | Enea Centrum | EPAM Systems Poland | Euroclear Bank | Evry | EVRY Latvia | ExxonMobil | EY | Ford (Hungary) | FRISTA | Fujitsu | Goodyear | Groupon | GTAI | HCL | HOA | HRO Digital | HSBC Service Delivery (Polska) | Huawei | Hungarian Investment Promotion Agency | Hypercare/Waywer | IAG | IBA Group | Impact Advisory | Impact Advisory | Infosys | ING Bank | Intertrust | Invest Lithuania | Jetro | JLL Business Services | Kemira Gdansk | Kemira Oyj | Klaipėda City | Knowledge Pyramid Kft | KPMG Tanácsadó Kft. | Latvia Investment Agency/LIAA | Let’s Manage IT | Location Perspectives | Lviv City Council | Macgregor | Malecki Executive Search | MARS | Mazars | McKesson Business Services Lithuania | Michael Page International (Poland) | Moldova | Moody’s Shared Services | MSC Shared Service Center Riga | MSD | MSD EMEA Business Services Center | Nasdaq | NBC | Nissan (Hungary) | NorNickel | OMV Austria | Opole City Town Hall | OpsTalent | Orange Polska | Panattoni Development Europe Sp. z o.o. | Parker Hannifin | Pearson UK | PKP ENERGETYKA CUW SP Z O O | PPG | PS Intermedia | PwC (Financial Crime Unit) | Randstad SourceRight EMEA | Rimilia | Sanofi | SARIO | Schaeffler Global Services Europe | Schneider Electric | SEB Global Services | Signify | Sii | Slovak Investment and Trade Development Agency | smarteyesaver.com | Soitron | Squire Patton Boggs | State Street | Stefanini | Symmetrical | Talentuno | Tbilisi | TCS | The Hackett Group | ThomsonReuters | Tieto | Tilde SIA | Transparent | Transparent Solutions | UAB „Tilde informacinės technologijos“ | Ukraine Invest | UNICEF GSSC | UNUM | Valeo | Velux | Vodafone | Western Union Processing Lithuania | Winshuttle | Wolves Summit | World Courier | Zoetis

www.EuropeanBusinessServices.com

www.EuropeanBusinessServices.com

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Emerging City of the Year – SEE Chisinau, Moldova

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Final Winners 2020:

t: 2 ex ry N ua br Fe

Fe N br e x ua t: ry 20

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CEE Shared Services & Outsourcing Awards Gala — 30 January 2020

Introduction

BSC business model robust in a turbulent 2020 produced – once again - the most-comprehensive listing of companies in the Business Services sector across the entire region of Central Eastern Europe. From the Baltic Sea to the Black Sea, the Business Services sector has proven resilient, reliable, and robust in the face of the turbulent events of spring 2020.

By Thom Barnhardt

While preparing this annual Directory, we have deliberately avoided the temptation to provide insight into trends in the BSC sector in CEE – there are ample research reports from advisory firms, associations, recruitment firms, and cities providing excellent, in-depth reports about the sector. This Directory is about the companies – and the top management leading these companies.

The core of our effort has been to provide the most-exhaustive listing of companies in the BSC sector in CEE. Our definition of an BSC has evolved over the years and narrowed. Our focus in on SSCs, CoEs, GBS, BPO providers, major IT service providers, and R&D centers.

This year, we have more than 2000 firms listed – and that number may be one of the best guesses of how many “BSCs” operate across the region. (We’ll continue to use the BSC abbreviation to include the broader Business Services Sector, Centers of Excellence, Global Business Services,etc.) New niche services stretch the definition, with companies operating in niches such as Actuarial Services, Legal Processes, Engineering and Industrial Design, Graphic Design and Marketing Support, Pharmaceutical Research, or Middle-office services for hedge funds.

The sector continues to grow despite – or perhaps because of – the economic shock of 2020. Urgency has been injected into digitalisation projects. Process-automation projects have moved from “nice to have” to urgent. And the macro-economic effects on the top-line of global companies means a renewed focus on costs, process optimisation, and getting more done with less resources.

2020

Sounds like the ideal scenario for CEE’s Business Services sector!

And where it gets done – home or office – is of vastly less concern today than just 6 months ago. The implications for office space demand – and office configurations – are huge.

Methodologies and processes for the Directory Listings

team at FabLab in Iasi, Romania deserves a special thanks for the depth of research – and excellent map – they’ve done.

Features of this new PDF and Distribution: In this 2020 edition, with its heavy focus on digital and PDF, we have added a few cool features. You’ll notice throughout the PDF that we have embedded Links on the Advertisers’ pages, as well as to more than 30 YouTube Video interviews (BSC Executive Interviews, Awards Winners at our CEE Business Services Awards, and other insights to the BSC sector in CEE).

I would also like to emphasize our extraordinary distribution in this extraodinary year. While we have typically focused on targeted distribution

And last but not least: 2021.

We are “on” for our 9th annual CEE Business Services Awards, set for 3-4 February 2021 We update the data continuously during the year in our internal databases, and we reach out to every BSC we can find asking them to update their data. In 2020, a record number of BSCs returned the online forms via www.EuropeanBusinessServices.com.

Mistakes remain; and we take full responsibility for omissions or errors. We simply ask that you bring them to our attention – and help us update the Listings data.

Thanks!

I’d like to give a big thanks to all of the Cities and Investment Agencies from across the Central Eastern Europe region, who have been wonderfully-helpful with data for our listings, including HIPA/Hungary, CzechInvest, SARIO, Invest Lithuania, LIAA (Latvia), Enterprise Estonia and Inward investment teams from more than 15 cities this year. And Dan Zaharia’s

of our printed Directory at BSC events across Europe during the year, in 2020 that’s not an option. So our “pivot” is to distribute the PDF free to all BSC Directors across Europe, with primary focus on Central Eastern Europe. This socalled “controlled” distribution means that nearly 4,000 BSC top management across Europe have received this Directory directly via email. And in autumn 2020, we’ll also print the Directory for distribution at select BSC events late 2020/2021.

And last but not least: 2021. We are “on” for our 9th annual CEE Business Services Awards, set for 3-4 February 2021.

Our rapid embrace of the Hopin platform in spring 2020 means that the Awards will be a “Hopin hybrid”, with a global audience online (including the US and Japan), and the in-person, live Summit & Awards (with strictly-limited attendance) at Warsaw’s Hotel Intercontinental.

www.EuropeanBusinessServices.com

CEE Business Services Directory

In this annual CEE Business Services Directory (our 11th edition!), we have

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3–4 February 2021 Award Categories in 2021 Most “Dynamically Developing” City – CEE (ex-Poland) Most “Dynamically Developing” City – Poland Emerging City of the Year – CEE (ex-Poland) Emerging City of the Year – Poland Best University-Business Cooperation of the Year Most Vibrant Workplace – CEE Most Vibrant Workplace – Poland Top Process Automation Implementation of the Year New-entrant BSC of the Year Business Services Firm of the Year – Baltics Business Services Firm of the Year – Hungary Business Services Firm of the Year – Romania Business Services Firm of the Year – Czech Business Services Firm of the Year – Slovakia Business Services Firm of the Year – Warsaw Business Services Firm of the Year – Gdańsk/Gydnia

Business Services Firm of the Year – Kraków Business Services Firm of the Year – Wrocław Business Services Firm of the Year – Poznań Business Services Firm of the Year – Łódź Business Services Firm of the Year – Katowice Business Services Firm of the Year – Poland (all other cities) Best Services Provider – pan-European (BPO) Top Digital Services Provider – CEE Top Digital Services Provider – Poland Top Employer Branding Initiative Top ESG/CSR Leadership of the Year – CEE Top ESG/CSR Leadership Initiative of the Year – Poland Top BSC HR Director of the Year Business Centre Manager of the Year – SSC – CEE Business Centre Manager of the Year – SSC – Poland

a Hopin Hybrid

Poland Warsaw

Poland AbbVie Tel.: 22 372 78 00 | General manager: Artur Musial, Head of Govt and Public Affairs

BPO Accenture | Business type: BPO | Services Provided: Strategy and Consulting, Interactive, Technology, Operations | Global HQ: USA | Full Time Employees – December 2019: December 2019 – 6500 | General manager: Jarosław Kroc, Country Managing Director, Accenture Poland

SSC ACCO Brands | Business type: SSC | Global HQ: USA | General manager: Tomasz Banasiak, SSC Director

SSC Akzo Nobel GBS | Business type: SSC | Services Provided: F&A | General manager: Inga Wronska, SSC Director

SSC Alcon Tel.: 22 820 34 50 | Business type: SSC | Services Provided: IT/ SoftDev/Digital, support various IT sub functions: from ERP

through Infrastructure Services or Commercial, Digital and Finance IT | Global HQ: USA | General manager: Olga Berger, HR Manager

| Business type: BPO | Services Provided: BPO/ITO

Kamiński, Global Process Management Lead

SSC Amadeus Polska

SSC AstraZeneca Pharma Poland

SSC Bain & Company (EMEA SSC Sp. z o.o.)

Tel.: 22 245 73 00 | Business type: SSC | Global HQ: UK

| Business type: SSC | Global HQ: USA | General manager: Michal Rutkowski, Manager, Regional Finance Operations

Tel.: 22-337-1780 | Business type: SSC | Global HQ: Spain | Full Time Employees – December 2019: 150 | General manager: Aneta Waldon, Head of Warsaw Finance Service Center

BPO Atos Global Delivery Poland Tel.: 48224446500 | Business type: BPO | Services Provided: BPO:IT Services/Software Development, Data Analytics, Customer Support | Global HQ: France | Date started in CEE: 2000 | Full Time Employees – December 2019: 4614 | General manager: Robert Wichlacz, Head of Infrastructure and Data Management

SSC American Express Global Business Travel | Business type: SSC | Global HQ: USA | General manager: Pawel Orlik, GM

BPO ArchiDoc SA (Grupa OEX) Tel.: 48 22 595 40 45 | Business type: BPO | Services Provided: Sales support, Back office & document management, E-business, Call & contact center, Non-core logistics | Date started in CEE: 1994 | Full Time Employees – December 2019: 1000 | General manager: Konrad Rochalski, CEO

BPO Asseco Business Solutions SA Tel.: 22 702 89 00

Winner

SSC Avon Global Business Services Tel.: +48 22 335 05 00 | Business type: SSC | Services Provided: F&A, IT Services/Software Development, Data Analytics/Management, Customer Support/Call Centre/ Telemarketing. Global Centre of Excellence supervising 7 operational delivery centres located across the Globe. | Global HQ: USA | Date started in CEE: 2005 | Full Time Employees – December 2019: 70 | General manager: Dominik

SSC Biogen | Business type: BSC/SSC/Captive | Services Provided: F&A, IT/SoftDev/Digital, HR | Global HQ: USA | Date started in CEE: 2018 | Full Time Employees – December 2019: 70 | General manager: Andrzej Slowikowski, GBS Warsaw Delivery Director

SSC Biomerieux | Business type: SSC | General manager: Marek Gladyszczak, Head of Global Shared Services

SSC BNP Paribas Securities Services Poland Tel.: +48 22 386 11 00 | Business type: SSC | Services Provided: SSC: Pension/Investment fund Accounting/ Admin; Fund Dealing Services | Global HQ: France | Date started in CEE: 2010 | Full Time Employees – December 2019: 750 | General manager: Andrzej

Top CSR Initiative of the Year – Poland

Orange Polska SSC (Volunteering in SSC)

CEE Business Services Directory

Warsaw

CEE

Business Services Awards

2020

2020

Watch the Winner on YouTube www.EuropeanBusinessServices.com

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Poland Warsaw Manager’s Profile

Given the shock of events in spring 2020, how are you adjusting your office environment and space requirements?

We didn’t make any decisions yet. We are waiting to see how the situation will develop.

Rafal Drygala Site Director, DLA Piper GSC, Warsaw, Parent Company: DL A Piper, London

Talent and Employment Issues.

We ensure our people leaders are trained in specifics of managing remote teams and we pay more attention to communication while we are not all in the office.

Explain why your company set up operations in CEE. Access to a wide variety of skilled BPO/SSC specialists was key for us.

2-3 specific bits of advice to other firms keen to optimize their SSC/BPO operations in CEE. Or advice to a “newcomer” considering setting up in CEE. Nothing specific location-wise. Centralization project needs to ensure typical variables like talent availability, cost etc…Depends on specifics of the mother company and its culture - different locations can fit.

And over the next 1-2 years, what further changes to you foresee? (Do you see any “silver linings” in terms of growth of services, etc.?)

We foresee less usage of office space and more flexible working. No impact on increase of service/geographical coverage is planned.

Process Automation/RPA – please tell us what your company is doing in this space.

Szadkowski, General Manager, Poland

SSC Brambles | Business type: SSC | General manager: Izabella Maczkowska-Ciborowska

SSC Bruker Business Support Center Sp z o.o.

Tel.: 48 22 470 72 05 | Business type: SSC | Date started in CEE: 2017 | General manager: Marcin Liwacz, HR Process Lead,

BPO Capgemini Polska sp. z o.o. | Business type: BPO or ITO provider (external services) | Services Provided: F&A, IT/SoftDev/Digital, Ops/ Logistics/Procure/Supply, Client S&S, Client S&S, HR, intelligent automation, digital transformation, consulting | Global HQ: Paris, France | Date started in CEE: 1996 | Full Time Employees – December 2019: 8000

SSC Carlson Wagonlit HR Service Center EMEA | Business type: SSC | Services Provided: HR Services for EMEA | General manager: Krzysztof Mikstacki, Director

SSC CBRE Corporate Outsourcing Tel.: 22 444 95 00/01/19 | Business type: SSC | Services Provided: F&A, Data administration, Real estate asset

2020

We cooperate with multiple companies using 3 different tools. We do expect more extensive usage of RPA in 2020/2021 but it is difficult to assess the impact now.

management | Global HQ: USA | Date started in CEE: 2008 | Full Time Employees – December 2019: 350 | General manager: Barbara Huss-Kaniewska, Senior Managing Director

Rafal has nearly 20 year experience on leadership positions in several global corporations. He worked in consulting, and as head of a commercial BPO as well as captive shared services delivery centres. Often in environment of managing multiple service lines across network of delivery centres.

Concentrix | Services Provided: | General manager: Ewa Dabrowska, Senior Director Operations Eastern Europe at Concentrix

SSC Circle K

BPO Connectis Sp. z o.o.

| Business type: SSC

Tel.: +48 22 222 5000 | Business type: BPO | Services Provided: IT Services/Software Development/ NearShoring | Global HQ: Poland | Date started in CEE: 1995 | General manager: Michal Gierczak, CEO

SSC Citi Service Center Poland

Tel.: 22 657 73 38 | Business type: SSC | Services Provided: F&A, HR, Legal Services, AML | Global HQ: USA | Date started in CEE: 2005 | Full Time Employees – December 2019: 4500 | General manager: Iwona Dudzinska, MD, Head of AML Operations for EMEA

SSC CocaCola Poland Services

Tel.: +48-22-579-6868 | Business type: SSC | Global HQ: USA | General manager: Izabela Morawska, Communications Manager

SSC Colgate Business Services Tel.: 22 441 20 01 | Business type: SSC | Services Provided: F&A, Customer Services, Logistics, Data Management | Global HQ: USA | General manager: Mark Wilson , Finance Director – Business Services

BPO Contract Administration | Business type: BPO | Services Provided: HR and payroll outsourcing | General manager: Elzbieta Miekus, COO

SSC COTY POLSKA Tel.: +48 22 162-7700 | Business type: SSC | Global HQ: USA | General manager: Roland Pac, Shared Services Center Director

SSC Covance | Business type: SSC | General manager: Aleksandra Stalega, ostalega@ gmail.com

SSC CREDIT SUISSE (Poland) (Center of Excellence) | Business type: SSC | Services Provided: 2nd CS office after Wroclaw. F&A, HR, Procurement, Customer Service,

Financial Services, Knowledge Process Outsourcing, IT Support, Reporting, Design & Publishing Services | Date started in CEE: 2015 | Full Time Employees – December 2019: 1000 | General manager: Aneta Kocemba-Muchowicz , Head of CS Warsaw

SSC Daikin Europe Coordination Center | Business type: SSC | Services Provided: HR | Global HQ: Japan | General manager: Agnieszka Orszulak, Director

SSC Danone IT Competency Center EMEA Tel.: 22 860 85 00 | Business type: SSC | Services Provided: SSC: IT | General manager: Przemek Swietochowski , Director

CEE Business Services Directory

What are the immediate changes your BSC faces now because of the coronavirus issue?

We had to wwitch to remote working but it was not much of an issue.

SSC Dentons Business Services EMEA | Business type: SSC | Services Provided: SSC for Dentons European offices. IT, F&A, HR, Marketing and Business Development | Global HQ: UK | Date started in CEE: 2016 | Full Time Employees – December 2019: 100 | General manager: Piotr Macieja, Site Director

SSC Deutsche Services Polska Tel.: 48 22 579 8985 | Business type: SSC | Services Provided: F&A | Global HQ: Germany | General manager: Anna Jankowska, Director

www.EuropeanBusinessServices.com

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Poland Warsaw

SSC Elanco Solution Center

| Business type: Other (if so, fill in next box) | Services Provided: Recruitment Services, Temporary Work, IT Contracting, RPO solutions and Employer Branding | Date started in CEE: 1987 | General manager: Michał Młynarczyk, Managing Director

| Business type: SSC | Services Provided: F&A, IT/SoftDev/Digital, Ops/Logistics/ Procure/Supply, Client S&S, Client S&S, HR | Date started in CEE: 2019 | Full Time Employees – December 2019: 250 | General manager: Andzelika Zarudzka, GM

Diebold Nixdorf Global Deliver Center EMEA

| Services Provided: BPO

Tel.: +48 22 206 3599 | Services Provided: SSC | General manager: Dmitrij Sienko, Head of IT Transition & Processes EMEA

SSC First Data Polska S. A.

Discovery Polska Tel.: 48 (22) 365 1057 | Business type: GBS | Services Provided: F&A, FP&A, HR | Global HQ: USA | Date started in CEE: 2018 | Full Time Employees – December 2019: 150 | General manager: Maciej Piwowarczyk, VP, GBS

SSC DLA Piper Global Service Center Poland Tel.: 48225406800 | Business type: Other (if so, fill in next box) | Services Provided: F&A, IT/ SoftDev/Digital, HR, Marketing | Global HQ: London, UK | Date started in CEE: 2015 | General manager: Rafał Drygała, Head of GSC

SSC DSV ISSC Tel.: +48 22 244 76 01 | Services Provided: | General manager: Thomas Jansson, Prezes Zarządu DSV ISS.

BPO EY GDS

Procure/Supply, Client S&S, Client S&S, HR | Global HQ: Switzerland | Date started in CEE: 2016 | General manager: Szymon Stadnik, BPO Director

BPO GFT Group | Business type: BPO:IT | General manager: Wojciech Mach, CEO

SSC Goldman Sachs Technology Tel.: 22 449 29 71 | Business type: SSC | Services Provided: SSC primarily for IT development but with broader expansion plans | Global HQ: USA | Full Time Employees – December 2019: 300

| Business type: SSC | Services Provided: SSC: Card Transactions | Global HQ: USA | Full Time Employees – December 2019: 180 | General manager: Izabela Wysocka-Mazur, Office Manager

SSC FOSS Service Center | Services Provided: | General manager: Grzegorz Jedynak, Site Manager

SSC Franke Polska ESSC | Business type: BSC/SSC/Captive | Services Provided: F&A, IT/SoftDev/Digital, Ops/Logistics/Procure/Supply, Client S&S, Client S&S, R&D, HR | Global HQ: Switzerland | Date started in CEE: 2015 | Full Time Employees – December 2019: 75 | General manager: Grażyna Kilian, ESSC Manager

BPO Grant Thornton FPA Outsourcing sp. z o.o.

Tel.: 22 205 48 00 | Business type: Hybrid | General manager: Monika Smulewicz, Managing director

SSC Groupon Shared Services Tel.: 22 397 18 14 | Business type: BSC/SSC/Captive | Services Provided: F&A, Ops/Logistics/ Procure/Supply, Client S&S, Client S&S, Content management, Merchant services, Robotics and Automation | Global HQ: USA | Date started in CEE: 20014 | Full Time Employees – December 2019: 1000 | General manager: Dagmara Owczarska, Senior Director SSC Operations

BPO FRISTA

BPO Grupa OEX

Tel.: +48 22 446 01 01 | Business type: BPO or ITO provider (external services) | Services Provided: F&A, IT/ SoftDev/Digital, Ops/Logistics/

| Business type: BPO | General manager: Magdalena Jabłońska, ceo

Winner

SSC HL Tech | Business type: SSC | Services Provided: SSC: IT/SoftDev | General manager: Michał Głowiński , GM

SSC Huawei Resource Sharing Center, Poland | Business type: SSC | Services Provided: IT/SoftDev/Digital, Ops/Logistics/ Procure/Supply, R&D, HR | Global HQ: China | Date started in CEE: 2019

SSC ING Securities Services | Business type: SSC | General manager: Grzegorz Lisowski , Director, Head of ING Securities Services

SSC JLL Group Services | Business type: BSC/SSC/Captive | Services Provided: F&A, Lease Administration | Global HQ: USA | Date started in CEE: 2007 | Full Time Employees – December 2019: 375 | General manager: Bjorn Dumortier, JBS EMEA Lead

SSC JPMorgan Poland Services

| Business type: CoE/GBS | Global HQ: USA | Date started in CEE: 2017 | General manager: Steven Cohen, Director

SSC JTI | Business type: SSC | Global HQ: Japan | Date started in CEE: 2020 | General manager: Kamila Grembowicz, Delivery Excellence and Transitions

SSC Kerry Logistics Services (Europe) Sp. z o.o. | Business type: SSC | Services Provided: Ops/Logistics/Procure/Supply, F&A,

Business Centre Manager of the Year – SSC – Poland

Iwona Dudzinska – Managing Director Citigroup

CEE Business Services Directory

Devire

CEE

Business Services Awards

2020

2020

Watch the Winner on YouTube www.EuropeanBusinessServices.com

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Poland Warsaw

Logistics | General manager: Diana Sokol, MD and Group CIO

SSC KMD Poland Tel.: 222106610 | Business type: SSC | Services Provided: IT Services/Software Development | Global HQ: Denmark | Date started in CEE: 2014 | Full Time Employees – December 2019: 50

SSC Landbell Group | Business type: SSC | Services Provided: F&A, Customer Service, IT (international supplier of service and consulting solutions for environmental and chemical compliance) | Global HQ: Germany | Date started in CEE: 2017 | General manager: Rafał Przychodzień, GM

SSC Linklaters Poland sp. z o.o.

BPO Lionbridge Poland Tel.: +48 22 397 00 21 | Business type: BPO | Services Provided: IT Services/Software Development, Data Analytics/Management, R&D | Global HQ: USA | Date started in CEE: 1990 | Full Time Employees – December 2019: 665 | General manager: Marek Szul, Country Head, GDC Poland & Slovakia

Head of Center of Expertise Finance EMEA & LATAM

General manager: Maciej Bocian, Head Shared Business Center

BPO Mellon Poland

SSC MMC Group Services

| Business type: BPO | Services Provided: Client S&S, Client S&S, BPO: IT, Call center, Outsourcing | Global HQ: USA | Date started in CEE: 2006 | Full Time Employees – December 2019: 834 | General manager: Jacek Szewczyk, GM, Poland

| Business type: SSC | Services Provided: SSC: HR | Global HQ: USA | General manager: Marcin Tchorzewski, EMEA Head – MMC Accounting Operations

SSC Mercer Services Tel.: 22 456 40 20 | Business type: Hybrid | Services Provided: SSC | Global HQ: USA | General manager: Alma Jenkins, Warsaw Site Leader

SSC Lumileds

SSC Mettler-Toledo

| Business type: SSC | Services Provided: F&A, CoE Finance for EMEA & LATAM | General manager: Sebastian Schyck,

Tel.: 22 440 67 00 | Business type: SSC | Services Provided: SSC: F&A | Global HQ: Switzerland |

SSC MoneyGram Tel.: 22 440 6825 | Business type: SSC | Services Provided: F&A, HR, IT | Global HQ: USA | General manager: Anna Żołnierzak, Head of Regional HR Europe

SSC NatWest Poland | Business type: SSC | Services Provided: F&A, IT/SoftDev/Digital, Ops/Logistics/ Procure/Supply, R&D, HR, Financial Crime, Data & Analytics | Global HQ: UK | Date started in CEE: 2005 | Full Time Employees – December 2019: 1500 | General

CEE Business Services Directory

Tel.: 48225265000

| Business type: BSC/SSC/Captive | Services Provided: F&A, IT/SoftDev/Digital, Risk mgmt, BD/Marketing/Design | Global HQ: UK | Date started in CEE: 2014 | Full Time Employees – December 2019: 150 | General manager: Małgorzata Stachowicz, Head of Shared Services Centre

12 2020

www.EuropeanBusinessServices.com

Poland Warsaw

HQ: Sweden | Date started in CEE: 2010 | Full Time Employees – December 2019: 100

BPO NGL Services

SSC Pandora Jewelry Shared Services

Tel.: +48 22 378 75 75 | Business type: BPO | Services Provided: BPO Services provider | Date started in CEE: 2018 | General manager: Paulina Bednarczyk, Group Chief Operating Officer

Tel.: +48 22 206 5800 | Business type: SSC | Services Provided: F&A | Date started in CEE: 2012 | Full Time Employees – December 2019: 150 | General manager: Piotr Steppa, Interim Director

SSC Novo Nordisk HR Regional Service Centre Tel.: 48 22 444 49 00 | Business type: SSC | Services Provided: HR | Global HQ: Denmark | Date started in CEE: 2019 | General manager: Faustyna Jarosińska, Head of Transition

SSC PGNiG Serwis Sp. z o.o.

Tel.: (22) 587 50 35 | Business type: SSC | Services Provided: F&A, IT/SoftDev/Digital, SSC for this state-controlled energy group | General manager: Robert Dzianach, Board Member

SSC Oerlikon Business Services

BPO Process Solutions

| Business type: SSC | Global HQ: Switzerland | Date started in CEE: 2019 | General manager: Jacek Bialas, Head of SSC/General Manager

Tel.: 22 630 86 00 | Business type: BPO | Services Provided: BPO: Bookkeeping and Tax Compliance, Statutory and International Reporting, Payroll, Shared service centre support, Interim CFO, Chief Accountant and Loan Staff | Date started in CEE: 2007 | Full Time Employees – December 2019: 50 | General manager: Tomasz Takiel, Country Manager

SSC Oliver Wyman | Services Provided: | Global HQ: USA | General manager: Ewa Sinicka-Plech, Human Capital Manager

SSC ORANGE Polska | Business type: BSC/SSC/Captive | Services Provided: F&A, Bussiness support functions | Global HQ: Paris, France | Date started in CEE: 2006 | General manager: Michal Wierzbowski, SSC Director

SSC Oriflame Global Shared Services Finance Tel.: Office: +48 22 3070538 | Business type: SSC | Services Provided: F&A for 19 European subsidiaries. | Global

SSC Procter&Gamble Global Business Services Tel.: 22-590-9898 | Business type: SSC | Services Provided: IT, procurement, F&A. Warsaw GBS is 2nd biggest in EMEA region. | Global HQ: USA | Full Time Employees – December 2019: 1300 | General manager: Emilia Burzyńska , GBS & IT Shared Services Leader for Central Europe

Winner

SSC Prudential Poland

SSC Samsung Electronics Polska

| Business type: SSC | Services Provided: services Prudential International business (investment products), back office team located in Warsaw and contact centre in Edinburgh, UK. | Global HQ: USA | General manager: Pawel Jakubowski, Operations Director

| Business type: SSC | Services Provided: F&A, R&D, SoftDev | Global HQ: Korea | Full Time Employees – December 2019: 300 | General manager: Bartlomiej Kowalczyk, Finance and Management Support Director

SSC PZU Centrum Operacji

| Business type: BSC/SSC/Captive | Services Provided: F&A, IT/SoftDev/Digital, Client S&S, Client S&S, HR, Global Marketing | Global HQ: Paris, France | General manager: Jacek Lukaszewski, MEE Zone president

Tel.: +48 (22) 582 42 28 | Business type: SSC | Services Provided: SSC | General manager: Łukasz Kobus, Director of IT

Randstad Payroll Solutons Sp. z o.o.

Tel.: +48 512 352 179 | Business type: Hybrid | Services Provided: HR or Payroll. Randstad Payroll Solutions (RPS) is a leading provider of payroll calculation and administration of personnel files for Client’s employees. | Full Time Employees – December 2019: 120 | General manager: Katarzyna Plucinska, Managing Director

SSC Schneider Electric

Schneider Electric – EMEAS HR Shared Services Center | Services Provided: | General manager: Pierre-Yves Dauvergne, Director

SSC Securitas Intelligent Services Poland | Business type: SSC | Services Provided: IT/SoftDev/Digital, Ops/Logistics/ Procure/Supply | Global HQ: Sweden | Date started in CEE: 2019

BPO SAGE

SSC SGS

| Business type: BPO | Services Provided: IT | General manager: Piotr Ciski

Tel.: 22 329 22 22 | Business type: SSC | General manager: Grzegorz A. Fert, Global Head of Finance Shared Service Centers

SSC Saint-Gobain Innovative Materials Polska, Accounting Services Centre | Business type: SSC | Services Provided: F&A, IT/SoftDev/Digital | General manager: Marcin Nowara, CFO General Delegation and Region CP EE and Turkey

SSC Siemens Sp. z o.o. | Business type: BSC/SSC/Captive | Services Provided: Ops/Logistics/Procure/ Supply, Client S&S, Client S&S | Global HQ: Germany | Date started in CEE: 2015 | General manager: Piotr Pawłowski, Head of Businees Service Centre

Top Digital Services Provider – CEE

Tata Consultancy Services

CEE Business Services Directory

manager: Andrzej Pacek, Head of NatWest Poland

CEE

Business Services Awards

2020

2020

Watch the Winner on YouTube www.EuropeanBusinessServices.com

13

Poland Warsaw

Manager’s Profile

Given the shock of events in spring 2020, how are you adjusting your office environment and space requirements?

We shut down our office and re-opened in early June with limited capacity to allow for all personal protection measures including social distancing. We are monitoring the situation but don’t have plans for now to limit any office space in future.

Head of Shared Services Center Site, Zoetis Polska, Warsaw, Parent Company: Zoetis Inc., New Jersey, US

What is your company doing in CEE? Zoetis is a global animal health company dedicated to supporting customers and their businesses. We deliver quality medicines, vaccines and diagnostic products, complemented by biodevices, genetic tests and precision livestock farming. We are present in each CEE country and in Poland we have established a global shared service organization supporting our colleagues globally. With over 150 FTEs we provide robust F&A, Tax, procurement support and customer-centric processes so our colleagues worldwide can focus on their core activities.

Explain why your company set up operations in CEE. Zoetis Poland was established after spin-off from Pfizer in 2013. After the spin-off decision it was important to set up a shared service organization in a quick and efficient manner where access to high-profile candidates and already established commercial operations in Poland were key determining factors. Since then, our shared services operation has gone through various system implementations, organizational transformations and reorganizations, including the take-over of outsourced activities from BPO provider.

What are the immediate changes your BSC faces now because of the coronavirus issue?

Like other organizations the immediate effect was to bring our work home and support our team to work safely, effectively and efficiently from home. Thankfully and with appreciation to our colleagues we managed to ensure continuity of operations, keep team safe and healthy and remain the spirit defined through our Zoetis Core Beliefs.

And over the next 1-2 years, what further changes to you foresee? (Do

you see any “silver linings” in terms of growth of services, etc.?)

In the long term we continue to focus on our strategic objectives which remain unchanged as we strive to deliver best-in-class quality service and be a partner-focused organization. What we see is that Zoetis has a relatively healthy business despite Covid-19 implications and our tremendous commercial teams are making our organization even stronger. This poses a challenge to shared services to keep pace but at the same time an opportunity for continuous growth of our team and scope of services we provide.

Process Automation/RPA – please tell us what your company is doing in this space. What will you be doing in 2020/2021, and what impact do you expect this to have in the next 2-3 years?

Through various acquisitions, organic growth and constant business environment changes our processes require more and more sophisticated and specific processes to support through data-driven decisions. Therefore, we continuously seek opportunities to standardize, automate and robotize the work we perform so our colleagues can focus on more value-added activities. We have set-up a company-wide Robotics Center of Excellence within shared services to promote and implement robotics solutions throughout the corporate to allow more automation and digitalization. We already see the benefits and count on more in the coming years.

Talent and Employment Issues.

As we continue to focus on our core strategy, people are our main assets to deliver those services. So we plan to continue to invest in people development and create opportunities to grow. We are, however, revisiting our operational plans to allow for more work from home trainings and ensure we develop remote work capabilities on a broader scale for future, for both specialist and management teams.

2-3 specific bits of advice to other firms keen to optimize their SSC/ BPO operations in CEE. Or advice to a “newcomer” considering setting up in CEE. Don’t hesitate to open or bring more services to Poland. With a great talent pool, lot of expertise and highly developed services market in Poland and proven track-record, everything is possible.

Give us some specific cost savings tactics of your firm in Q1/Q2 of 2020.

With many unknown factors, as many companies, we revised our cost and revenue base and set priorities. Some initiatives were put on hold but at the same time we managed to support some of our vendors or customers by shortening or extending payment terms as we believe in long term cooperation and mutual support. Łukasz is leading the Zoetis Shared Services site in Poland since mid-2018. He joined Zoetis in 2014 as Compliance lead and has taken up additional roles since then. Before joining Zoetis, Łukasz worked in audit and advisory department of EY focusing on various audit and consulting projects for shared services and other major companies in Poland.

BPO Sii Poland

SSC SIX Global Services AG S.A.

Sopra Steria

| Business type: BPO | Services Provided: IT/SoftDev/Digital, R&D, HR, Engineering and Embedded, Business Intelligence, Cybersecurity, BPO, Training | Global HQ: France | Date started in CEE: 2006 | Full Time Employees – December 2019: DEC 2019: 4314, DEC 2020: 5073 | General manager: Gregoire Nitot, CEO

| Business type: BSC/SSC/Captive | Services Provided: F&A, IT/SoftDev/Digital, Ops/Logistics/Procure/Supply, Client S&S, Client S&S, HR, Translation, Design Services, Robotics, Travel Management | Global HQ: Switzerland | Date started in CEE: 2017 | General manager: Martin Geyer, Head SSC, Country Head Poland

| Services Provided: BPO: IT | General manager: Marzena RybickaSzudera, Director of Global Delivery Center

2020

CEE Business Services Directory

Łukasz Wielochowski

SSC Stanley Black & Decker Inc

SSC Standard Chartered Global Business Services Poland

Tel.: +48 22 46 42 700 | Business type: SSC | Services Provided: F&A,IT | Global HQ: USA | General manager: Robert Schneyder, EMEA Business Services Director

| Business type: SSC | General manager: Rowena Everson , CEO

Tel.: +48 22 468 70 00

BPO Teleperformance Polska Sp. z o.o.

www.EuropeanBusinessServices.com

14

Poland Warsaw Manager’s Profile

David Henderson Head of Transformation, HL Tech, Warsaw, Parent Company: Hargreaves Lansdown, Bristol, UK

What is your company doing in CEE? Established in 2017, HL Tech is a technology centre based in Warsaw, Poland. HL Tech’s goal is to provide secure software to help investors manage their finances. We currently have 85 best-in-class IT experts working at HL Tech, based at the Warsaw Spire building.

The work that HL Tech delivers is focused on automation and consulting aimed at continuous improvement of external and internal processes. Helping Hargreaves Lansdown redesign ways of working.

Explain why your company set up operations in CEE. We made the decision to keep the core software development in house. The IT used to serve our clients was deemed too strategically important to outsource. Warsaw was chosen after a global search for locations “from Ireland to India”.

The City and surrounding area has some key benefits: • IT Talent pool- Plenty of IT Graduates, very strong IT skillset and language skills.

Polish developers are well-known for their straightforward communication and “no-nonsense” approach, which means you may be sure that you’ll get accurate responses for all the questions and they would go straight to business to make sure things will be done right and in a timely manner.

• Cultural fit - similar cultural circle - minimizes the risk of misunderstanding.

• Good travel - connection with regular low cost flights from the UK. • Good quality to cost ratio.

• Data protection compliance (Poland is obliged to comply with the General Data Protection Regulation (GDPR).

What are the immediate changes your BSC faces now because of the coronavirus issue?

We have seen an acceleration in adopting remote ways of working and supporting tools. Cross-site collaboration has actually improved as all employees work in the same way. “Water cooler” conversations have been removed so all the team get the same level of involvement.

| Business type: BPO | Services Provided: Customer Support/Call Centre/ Telemarketing | Global HQ: Germany | Date started in CEE: 1997 | Full Time Employees

2020

Change of culture – we have been office-based; now we plan to flex significantly the way we work to include various options of working.

Implementing new tool as part of the software development process (i.e. more cloud based solutions).

Process Automation/RPA – please tell us what your company is doing in this space. What will you be doing in 2020/2021, and what impact do you expect this to have in the next 2-3 years?

Like many financial service companies we have started to explore Process Automation/ RPA given the efficiency benefits it can deliver.

Given the shock of events in spring 2020, how are you adjusting your office environment and space requirements?

Colleagues told us that they like the increased flexibility of working remotely. As a result we will review our requirements of the office space we leased with less people expected in the office.

Talent and Employment Issues.

Coronavirus has brought need for accelerated digital transformation hence we expect even higher demand for the tech skills. In IT sector in Warsaw we do not see significant negative impact on the labor market. The demand for IT skills is still high, especially in the group of experienced employees. Some negative impact is in the group of juniors who have recently entered the market. Some companies have made short term reductions in the contractors pool so at the beginning of the Covid epidemic number of B2B consultants were released. We observe that after 4 months most of the contractors have been reengaged so this has not impacted the workforce longer

– December 2019: 1000 | General manager: Lukasz Gebski, Chief Executive Officer

2-3 specific bits of advice to other firms keen to optimize their SSC/BPO operations in CEE. Or advice to a “newcomer” considering setting up in CEE.

• Empower the SSC/BPO to adopt the culture and ways of working to local environment. This will engage the talent pool bringing long-term effectiveness.

• Allow SSC/BPO to have a real impact onto the business – involve them in decision making/ strategic planning processes – this will enable them to be more engaged, effective and in long term will bring huge positive impact to the sustainability and profitability of the business.

• Think more about setting up SSC/BPO around complete business area/ product with complete cycle of decision-makings rather than only delegate tasks, part of the processes.

Give us some specific cost savings tactics of your firm in Q1/Q2 of 2020.

We cannot share these. I would add that Hargreaves Lansdown did set up HL Tech as a cost saving exercise. We chose Warsaw because of the quality of talent in the region and we haven’t been disappointed. Hargreaves Lansdown had worked with offshoring firms in the past and whilst it was a cheaper way of working the quality and fit with the culture and ways of working does not compare.

I started at Hargreaves Lansdown over 18 years ago when the company was just entering the Pensions market. After running the Pensions Contact Centre, I worked my way up to Head of Pensions. included strategic planning and marketing during the 2015 Pension Freedoms, the most significant change to Pension legislation in the UK for decades. In 2017 I was asked to set up HL Tech in Warsaw, Poland. This was Hargreaves Lansdown’s first office outside of Bristol and the UK. HL Tech now employs 85 people and is based in the Warsaw Spire.

BPO TMF Group Tel.: (22) 456 42 00 | Business type: BPO | Services Provided: BPO: F&A, HR or Payroll. UCMS is

a BPO Service provider specializing in International HR & Payroll and F&A shared services, from 7 service centers in CEE and a Europe wide

www.EuropeanBusinessServices.com

CEE Business Services Directory

term. Salary levels were not impacted by the situation, we still see strong positive trend in wage inflation, especially that we face high CIP growth which puts pressure on the salary expectations.

The challenge we need to face is how to engage better with the workforce that is so dispersed and how not to lose effectiveness and productiveness. This bring greater than ever attention to role of leadership and communication. In the long term companies that supported and partnered with the employees, strengthening trust during the epidemic will be in a better position to retain talent.

15

Poland Białystok

SSC TNT Express WW (Poland) Tel.: 22 771 70 28 | Business type: SSC | Services Provided: F&A | Date started in CEE: 2014 | Full Time Employees – December 2019: 450 | General manager: Piotr Buczkowski, Country Manager

SSC Trumpf | Business type: SSC | Services Provided: 50-person team with extensive experience in accounting processes (AP, Intercompany, Fixed Assets) and excellent practical knowledge of one of the most popular ERP programs. | General manager: Pawel Plocki

SSC Velux Global Business Services | Business type: SSC | General manager: Jarek Wojnarowski , SSC Director

BPO Voice Contact Center Sp.zo.o.

Tel.: 48222552000 | Business type: BPO or ITO provider (external services) | Services Provided: F&A, Ops/Logistics/Procure/Supply, Client S&S, Client S&S, back office services | Global HQ: Poland | Date started in CEE: 2009 | General manager: Konrad Rochalski, CEO

SSC Westwing Home & Living | Business type: SSC | Services Provided: IT/ SoftDev/Digital | General manager: Piotr Maksimczuk, Head of Operations & SSC

manager: Karol Przybyszewski, Chairman

BPO Wipro IT Services Poland Sp. z o. o.

Tel.: 22 211 06 16 | Business type: BPO | Services Provided: Finance, Accounting, IT Services | Date started in CEE: 2012 | Full Time Employees – December 2019: 100 | General manager: Artur Wojas, Service Delivery Manager

SSC WTW Services (WillisTowers Watson) Tel.: 58 732 6800 | Business type: SSC | Services Provided: F&A | Global HQ: USA | Date started in CEE: 2010

SMT Softaware Sp. z o. o. SKA Bia?ystok Branch Tel.: +48 71 769 59 00 | Business type: Hybrid | Services Provided: IT | Date started in CEE: 2000

BPO Transcom Worldwide Poland | Business type: BPO | Services Provided: Contact center | Full Time Employees – December 2019: 55 | General manager: Marek Szul, MD

Bielsko-Biala

SSC Wyborowa Pernod Ricard

SSC Avio

| Business type: SSC | Services Provided: Operations, IT/TECH, SCM, BI, IDS, Graphics Teams for Europe. | Date started in CEE: 2020 | General manager: Stanislaw Burcew

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

SSC Zoetis Polska Sp. z o.o. | Business type: SSC | Services Provided: F&A, Ops/Logistics/Procure/Supply | Global HQ: USA | Date started in CEE: 2013 | Full Time Employees – December 2019: 150 | General manager: Łukasz Wielochowski, Head of Shared Services Center Site

Białystok BIT S.A. Bialystok Branch Tel.: 85 875 11 00 | Business type: Hybrid | Services Provided: IT | Date started in CEE: 2010 | General manager: Zdzis?aw Karwowski, Chairman

Quburst Poland Sp. z o.o. | Business type: Hybrid | Services Provided: IT,BPO | Date started in CEE: 2011 | General

Winner

SSC Centrum Finansowo – Księgowe Grupy Zywiec S.A. Tel.: 33 826 20 00 | Business type: SSC | Services Provided: F&A | Full Time Employees – December 2019: 154

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

Tel.: 33 488 9100/101 | Business type: SSC | Services Provided: F&A, HR, Operations, IT Services, Legal, and Travel | Global HQ: USA | Date started in CEE: 2011 | Full Time Employees – December 2019: 230 | General manager: Wojciech Pandel, Shared Services Director

SSC Fiat Services Polska Sp. z o.o.

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

Borek Strzeliński International Deco Logistics Sp. z o.o.

Tel.: 71 392 76 10 | Business type: Hybrid | Global HQ: Poland | General manager: Alex Frank Flamant, Prezes Zarz?du

Bydgoszcz Agnat | Business type: ITO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 2001

Asseco Data System | Business type: ITO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 2016

Asseco Poland | Business type: ITO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 2010

Atos Global Delivery Center Polska Sp. z o.o. Sp. k.

Tel.: 52 589 20 00 | Business type: IT/Digital Services Provider (captive) | Services Provided: IT/ SoftDev/Digital | Global HQ: France | Date started in CEE: 2001 | Full Time Employees – December 2019: 2000 | General manager: Robert Wichlacz

SSC Bank Pocztowy S.A. – Centrum Operacyjne Sp. z o.o.

Tel.: (52) 349-91-00 | Business type: SSC | Services Provided: F&A, Client S&S, Client S&S, F&A; Call Centre | Global HQ: Poland | Date started in CEE: 2010 | Full Time Employees – December

Top BSC HR Director of the Year

Anna Majer, HR Manager, 3M Global Service Center

CEE Business Services Directory

network of partners | Date started in CEE: 1995 | Full Time Employees – December 2019: over 300 | General manager: Isidre Peralta , Head of Management Corporate Secretarial Services

CEE

Business Services Awards

2020

2020

Watch the Winner on YouTube www.EuropeanBusinessServices.com

16

Poland Bydgoszcz

Bazy i Systemy Bankowe | Business type: ITO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 1994 | General manager: Michal Glinski

BPO Bibby Financial Services Tel.: 52 582 22 23 | Business type: BPO | Services Provided: F&A | Date started in CEE: 2012 | Full Time Employees – December 2019: 10

Bonair | Business type: ITO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 2013

Business Consulting Center/SNP Poland | Business type: ITO | Services Provided: IT | Global HQ: Germany | Date started in CEE: 2018

BPO Bydgoska Grupa Telemarketingowa | Business type: BPO | Services Provided: Call Centre | Global HQ: Poland | Date started in CEE: 2007

BPO Catts | Business type: BPO | Services Provided: F&A | Global HQ: Holland | Date started in CEE: 2019 | General manager: Magdalena Wisniewska

SSC Centralny Ośrodek Rozliczeniowy Poczty Polskiej | Business type: SSC | Services Provided: F&A | Global HQ: Poland | Date started in CEE: 2000

BPO Centrum Obsługi Biznesu

Ericsson

| Business type: BPO | Services Provided: Call Centre | Global HQ: Poland | Date started in CEE: 2008

| Business type: ITO | Services Provided: IT | Global HQ: Sweden | Date started in CEE: 2015

Centrum Wsparcia Innowacji

Eximo Project

| Business type: ITO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 2010

| Business type: ITO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 2010 | General manager: Marcin Chlebowski

Cognifide

SSC Frosta

| Services Provided: | General manager: Magdalena Owsiana

SSC Contact Centre Banku Pocztowego | Business type: SSC | Services Provided: Call Centre | Global HQ: Poland | Date started in CEE: 2015

BPO CS Group Polska | Business type: BPO | Services Provided: Call Centre | Global HQ: Poland | Date started in CEE: 2006

Cybercom | Business type: ITO | Services Provided: IT | Global HQ: Sweden | Date started in CEE: 2016 | General manager: Tomasz Woropaj

Galactica | Business type: ITO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 2005

BPO Great Call | Business type: BPO | Services Provided: Call Centre | Global HQ: Poland | Date started in CEE: 2017 | General manager: Michal Karpinski

Huuuge Games | Business type: ITO | Services Provided: IT | Global HQ: Germany | Date started in CEE: 2014 | General manager: Izabela Mazurek-Turska

Deepsense.ai | Business type: ITO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 2019 | General manager: Tomasz Deptula

iQor | Business type: ITO | Services Provided: IT | Global HQ: USA | Date started in CEE: 2014 | General manager: Jakub Tomczewski

BPO Eniro Polska | Business type: BPO | Services Provided: Call Centre | Global HQ: Sweden | Date started in CEE: 2012 | Full Time Employees – December 2019: 100

Winner

| Business type: SSC | Services Provided: F&A | Global HQ: Germay | Date started in CEE: 2018

BPO Livingston | Business type: BPO | Services Provided: F&A | Global HQ: Canada | Date started in CEE: 2008 | Full Time Employees – December

2019: 40 | General manager: Waldemar Jasinski

Logon | Business type: ITO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 1992 | General manager: Krzysztof Jurek

Macrologic | Business type: ITO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 2013

BPO MakroMedia | Business type: BPO | Services Provided: Call Centre | Global HQ: Poland | Date started in CEE: 2002

BPO Mediasystem | Business type: BPO | Services Provided: Call Centre | Global HQ: Poland | Date started in CEE: 2001 | General manager: Rafal Rasmus

MeeLogic | Business type: ITO | Services Provided: IT | Global HQ: Germany | Date started in CEE: 2018 | General manager: Beata Napieraj

Mobica | Business type: ITO | Services Provided: IT | Global HQ: UK | Date started in CEE: 2011 | General manager: Edyta Michalska Paszko

MSG Media | Business type: ITO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 1997 | General manager: Marek Kantowicz

Top Financial Services BSC Firm of the Year (CEE)

Nasdaq Technology and Business Services

CEE Business Services Directory

2019: 250 | General manager: Robert Kuraszkiewicz

CEE

Business Services Awards

2020

2020

Watch the Winner on YouTube www.EuropeanBusinessServices.com

17

Poland Chorzów

Soft Blue

| Business type: ITO | Services Provided: IT | Global HQ: Finland | Date started in CEE: 1996 | Full Time Employees – December 2019: 600 | General manager: Henryk Hruszka

| Business type: ITO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 2012 | General manager: Michał Kierul

SSC Oponeo | Business type: SSC | Services Provided: Call Centre | Global HQ: Poland | Date started in CEE: 2001 | General manager: Michal Butkiewicz

BPO Ovista Group | Business type: BPO | Services Provided: Call Centre | Global HQ: Poland | Date started in CEE: 2011

SSC PGE Systemy | Business type: SSC | Services Provided: IT | Global HQ: Poland | Date started in CEE: 2017

SSC PKP Cargo Centralne Biuro Rozrachunków

Sunrise System Tel.: 52 525 25 25 | Business type: ITO | Services Provided: IT | Global HQ: Germany | Date started in CEE: 2011 | Full Time Employees – December 2019: 175 | General manager: Pawel Rybak, President of the Board

SSC ZF Group (TRW Automotive)

Syneo | Business type: ITO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 1995 | General manager: Kamil Kupcewicz

T Komp

Teldat

Tel.: 52 308 20 14 | Business type: SSC | Services Provided: F&A | Global HQ: Poland | Date started in CEE: 2012

Tel.: 52 341 97 00 | Business type: ITO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 1996 | General manager: Henryk Kruszynski

| Business type: ITO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 2017 | General manager: Tomasz Kruszewski

S.O.S. Wesołowscy | Business type: ITO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 1995

SDL Tel.: 52 582 44 00 | Business type: ITO | Services Provided: IT | Global HQ: UK | Date started in CEE: 1992 | Full Time Employees – December 2019: 200 | General manager: Jacek WarsinskiKoziol, Tech Delivery Head

Sii | Business type: ITO | Services Provided: IT | Global HQ: France | Date started in CEE: 2018 | General manager: Anna Boruszkowska-Becmer

Slican | Business type: ITO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 1992 | General manager: Grzegorz Piszczek

2020

Częstochowa | Business type: SSC | Services Provided: F&A, Accounting services | Date started in CEE: 2007 | Full Time Employees – December 2019: 190 | General manager: Piotr Stopa

SSC PZU

RevDeBug

| Business type: BPO | Services Provided: Telesales, sales support, databases, call centre | Date started in CEE: 1999 | Full Time Employees – December 2019: In Poland: 5915 | General manager: Jakub K?oczewiak, President of the Management Board

| Business type: ITO | Services Provided: IT | Global HQ: UK | Date started in CEE: 2015

| Business type: ITO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 2009 | General manager: Tomasz Kruszewski

| Business type: ITO | Services Provided: IT | Global HQ: USA | Date started in CEE: 2016 | General manager: Dominik Cygan

BPO Contact Center sp. z o.o.

SuperControl

| Business type: SSC | Services Provided: F&A | Global HQ: Poland | Date started in CEE: 2001

QuadGraphics

Ciechanów

Teleplan Tel.: 52 364 62 00 | Business type: ITO | Services Provided: IT | Global HQ: Holland | Date started in CEE: 2006 | Full Time Employees – December 2019: 300 | General manager: Piotr Cyranowski

Terra Computer | Business type: ITO | Services Provided: IT | Global HQ: Germany | Date started in CEE: 2015

Vivid Games | Business type: ITO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 2012 | General manager: Remigiusz Koscielny

Zakład Informatyki Stosowanej | Business type: ITO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 2001

Chorzów BPO BSS Polska Sp. z o.o. | Business type: BPO | General manager: Karol Ptasznik, President of the Board

BPO OEX Group | Business type: BPO | Services Provided:

Czosnów

ADVA Optical Networking | Business type: R&D/Other | Services Provided: R&D | Global HQ: Germany | Date started in CEE: 2003 | Full Time Employees – December 2019: 200 | General manager: Wojciech Klimek , Senior Director R&D Customer Application Testing

SSC AirHelp Poland Tel.: +48 22 307 1042 | Business type: SSC | Global HQ: USA | Date started in CEE: 2013 | General manager: Natalia Laskowska , VP of Operations

BPO Alexander Mann Solutions | Business type: BPO | Global HQ: UK | Date started in CEE: 2015 | General manager: Robert Lezny, GM

Soudal Sp. z o.o.

Amazon Development Center in Gdansk

Tel.: 22 785 90 40 | Business type: Hybrid | Global HQ: Belgium | General manager: Piotr Drzewowski, Prezes

| Business type: R&D | Services Provided: IT/SoftDev/Digital, Ops/Logistics/ Procure/Supply, Client S&S, Client S&S | Global HQ: USA | Date started in CEE: 2012

Dąbrowa Górnicza SSC ArcelorMittal Shared Services Centre Europe Tel.: + 48 327772558 | Business type: SSC | Services Provided: F&A, Data Analytics/Management, Legal Services | Global HQ: India | Date started in CEE: 2008 | Full Time Employees – December 2019: 600

SSC DHL Logistic | Business type: SSC | Services Provided: Logistic Outsourcing | Full Time Employees – December 2019: More than 200

BPO Wipro | Business type: BPO | Services Provided: Finance, Accounting Outsourcing | Full Time Employees – December 2019: 140 | General manager: T K Kurien, CEO &Member of the Board, Wipro Ltd.

Gdańsk/Gdynia SSC Acoustic | Business type: SSC | Services Provided: R&D, Global R&D Lab | General manager: Mateusz Urban, Director.

BPO Acxiom Global Service Center Polska Tel.: 58 781 34 00 | Business type: BPO/ITO | Services Provided: IT. Focus includes Data Center Outsourcing. | Global HQ: USA | Date started in CEE: 2007 | Full Time Employees – December 2019: 200 | General manager: Tomasz Świecki, Delivery Director

SSC APL Poland | Business type: SSC | Global HQ: SG | Date started in CEE: 2015

SSC Arla Global Shared Services

Tel.: +45 89 38 1000 | Business type: SSC | Services Provided: F&A, IT/SoftDev/ Digital, Ops/Logistics/Procure/Supply, Client S&S, Client S&S, HR | Global HQ: Denmark | Date started in CEE: 2008 | Full Time Employees – December 2019: 400 | General manager: Torben Fabrin, CIO; Natalia Gora, Service Delivery Manager

SSC Arrow Services Sp. zo.o.

Tel.: (+48) 585 827 000 | Business type: SSC | Services Provided: F&A, IT/SoftDev/ Digital, Ops/Logistics/Procure/Supply, Client S&S, Client S&S, HR | Global HQ: USA | Date started in CEE: 2017 | Full Time Employees – December 2019: over 300 | General manager: Tomasz Bortlisz, Director HR Solutions Center and Payroll EMEA

CEE Business Services Directory

Nokia Corporation

Aspire Systems (former Goyello) Tel.: 58 732 77 71 | Business type: IT | Services Provided: IT services | Global HQ: India | Date started in CEE: 2006 | General manager: Pawel Bajger, Founder

BPO Asseco Data Systems Tel.: 58 740 40 00 | Business type: BPO | Services Provided: IT services | Date started in CEE: 1991 | Full Time Employees – December 2019: 1000

www.EuropeanBusinessServices.com

18

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Poland Gdańsk/Gdynia

| Business type: IT | Global HQ: Poland | Date started in CEE: 1991

SSC Bank BPH/GE Capital | Business type: SSC | Services Provided: Finance | Date started in CEE: 1997 | Full Time Employees – December 2019: 2900

Banqsoft Tel.: 58 683 40 40 | Business type: IT | Global HQ: Norway | Date started in CEE: 2014

SSC Bayer Service Center Gdańsk Tel.: 48 58 772 90 00 | Business type: SSC | Services Provided: SSC | Global HQ: Germany | Date started in CEE: 2012 | Full Time Employees – December 2019: 250 | General manager: Remigiusz Wojciechowski, Head of Service Center Gdansk

Benetel | Business type: R&D | Global HQ: Ireland | Date started in CEE: 2017

Boeing Global Services DS&A Lab Gdansk

| Business type: BPO | Services Provided: Contact center | Global HQ: Austria | Date started in CEE: 2014 | Full Time Employees – December 2019: 500 | General manager: Marcin Felski, Call Center Management

| Business type: BPO | Global HQ: France | Date started in CEE: 2012

Ciklum

Tel.: 58 000-00-00 | Business type: IT | Global HQ: USA | Date started in CEE: 2013

| Business type: SSC | Global HQ: Germany | Date started in CEE: 1998

Dynatrace Polska

Eurofins Digital Testing

| Business type: IT | Global HQ: USA | Date started in CEE: 1998

| Business type: IT | Global HQ: BE | Date started in CEE: 2016

Eaton Electric

Evatic

| Business type: R&D | Global HQ: USA | Date started in CEE: 2005

| Business type: IT | Global HQ: Norway | Date started in CEE: 2012

| Business type: IT | Global HQ: Denmark | Date started in CEE: 2015 | General manager: Yana Shaydyuk, Operational Director.

BPO Cognizant Technology Solutions Tel.: 58 585 20 00 | Business type: BPO | Services Provided: provider of consulting, information technology and business process services. | Global HQ: USA | General manager: Dariusz Bazeli

Damen Engineering Services Gdansk | Services Provided: F&A, IT/SoftDev/ Digital, Ops/Logistics/Procure/Supply, R&D | Global HQ: Holland | Date started in CEE: 2019 | General manager: Katarzyna Jaskolska, Executive Managing Director

DGC Polska

| Business type: R&D/Hybrid | Services Provided: R&D, designing Research Platforms, Product Concepts & New Products. | General manager: Lukasz Stankiewicz , Manager

| Business type: IT | Services Provided: Our Clients are mainly Swedish governmental institutions and private businesses. | Global HQ: Sweden | Date started in CEE: 2016

BPH

SSC DNVGL Poland Sp z o.o.

| Business type: Operations | Global HQ: USA | Date started in CEE: 2013

| Business type: SSC | Global HQ: Norway | Full Time Employees – December 2019: 556 | General manager: Aleksandra Czerwinska, Head of GSS

BPO CCC – Competence Call Center AG Tel.: 43 1 811 22-7755

Winner

BPO Dom Finansowy QS

DXC Technology (formerly Luxoft)

Global HQ: USA | Date started in CEE: 2014 | Full Time Employees – December 2019: 200 | General manager: Ievgen Berezenko, Director, Head of EPAM Northern Poland Delivery Organization

SSC Ergo Hestia (Call Center)

SSC Eltel Networks Polska

SSC Federal Mogul

| Business type: SSC | Global HQ: Sweden | Date started in CEE: 2016

| Business type: SSC | Global HQ: USA | Date started in CEE: 2016 | General manager: Dariusz Suwalski, GM

SSC Energa Centrum Usług Wspólnych

Finastra Software Solutions

Tel.: +48 58 771 86 01 | Business type: SSC | Services Provided: SSC for this government-controlled energy company, serving 8500 employees and 7 subsidaries: F&A, HR, Procurement | Date started in CEE: 2011 | Full Time Employees – December 2019: 330 | General manager: Katarzyna Dąbrowska, CEO of Energa CUW

| Business type: IT | Global HQ: USA | Date started in CEE: 2012 | Full Time Employees – December 2019: 200

Ensono | Business type: IT | Global HQ: USA | Date started in CEE: 2017

BPO EPAM Systems (Poland) Sp. z o.o.

Tel.: +48 12 222 02 02 | Business type: BPO | Services Provided: SSC: Software Engineering. Offices in Poland in Gdansk and Krakow. |

Fineos Software Service Centre Tel.: 58 881 35 01 | Business type: Hybrid | Services Provided: IT | Date started in CEE: 2009 | Full Time Employees – December 2019: 60 | General manager: Lech Babula, Software Service Centre Manager

SSC Flugger Tel.: 58 340 2800 | Business type: SSC | Services Provided: F&A, IT, HR, Procurement | Date started in CEE: 2012

Most “Dynamically Developing” City – Poland

Tricity

CEE Business Services Directory

Atena Usługi Informatyczne i Finansowe

CEE

Business Services Awards

2020

2020

Watch the Winner on YouTube www.EuropeanBusinessServices.com

20

Poland Gdańsk/Gdynia

Manager’s Profile

Given the shock of events in spring 2020, how are you adjusting your office environment and space requirements?

Office space in Gdańsk is not planned to be reduced at this point, especially that due to health and safety reasons proper social distance needs to be ensured. However, the nature of the office may change going forward – the office will serve as a place of social interactions and adequate décor will be needed.

Marta Kamińska-Olczak F&A Manager, Business Service Center EMEA KEMIRA GDAŃSK Parent Company:KEMIRA OYJ, Helsinki

Explain why your company set up operations in CEE. Before 2013 Kemira customers were serviced out of 6 hubs and several other locations across Europe. Only centralization would allow proper standardization and desirable synergy effects. Gdańsk in Poland was a straightforward choice because of multilingual & well-educated workforce, proximity to headquarters and convenient flight connections.

What are the immediate changes your BSC faces now because of the coronavirus issue?

With the outbreak of coronavirus Kemira learnt quickly that our BCP arrangements passed the test with the highest score. The Center moved from office to working from home within 1-2 days without virtually any disruptions. What the whole situation proved was that employees could equally be productive at home as in the office. Trust is a virtue and even if somebody was doubtful – the reality proved to be positive.

And over the next 1-2 years, what further changes to you foresee? (Do you see any “silver linings” in terms of growth of services, etc.?)

SSC FujiFilm Europe Business Service | Business type: SSC | Services Provided: F&A, Customer Service | Global HQ: Japan | Date started in CEE: 2016 | General manager: Michal Wojciechowski, Shared Service Director

Gibbs Hybrid | Business type: IT | Global HQ: Ukraine | Date started in CEE: 2005

SSC Hapag-Lloyd AG

Talent and Employment Issues.

As a Kemira employee you are trusted from day 1. You are taken care of through various channels – through competitive salary and bonuses, through valuable courses, participation in interesting projects / programs.

Your voice is heard and your actions are appreciated. There is space for business & social interactions, charity, sport, health initiatives etc. The culture of the company is genuine and that is why Kemira is a place to be.

It is difficult to forsee growth of BSC in connection with pandemia only but what will change for sure is a way of working. Office work will not remain as the only straightforward choice; office will serve more as a social place. Control will be replaced with trust.

Working hours will be less important than the end effect of the work.

Process Automation/RPA – please tell us what your company is doing in this space.

Kemira has been extremely active when it comes to automation of processes and we are not slowing down. With help of external providers like Festum Software Oy, MOST Digital Oy and Efematic sp. z o.o. we train our employees who create their own robots – at first simple ones, finally to create robots of significant complexity. At the same time all employees are encouraged to learn more about automation and think of any processes that could be robotized. Many value adding checks would not be performed if it was not for the robots. Thanks to RPA Kemira improved both employees and customers satisfaction through greater quality and reduction of mundane work.

Logistics/Procure/Supply | Global HQ: Denmark | Date started in CEE: 2019 | General manager: Adam Sikorski , Director, Knowledge Centre

SSC Hempel A/S Tel.: 58 521 89 00 | Business type: SSC | Services Provided: F&A, IT | Date started in CEE: 2010 | Full Time Employees – December 2019: 45 | General manager: Daria Pawlikowska, Shared Service Center Manager

2-3 specific bits of advice to other firms keen to optimize their SSC/ BPO operations in CEE. Or advice to a “newcomer” considering setting up in CEE. Tri-city (Gdańsk, Sopot, Gdynia) is a fantastic place to live and more and more specialists come here to settle down. Tri-city is also very attractive out of investors perspective. Labor market is, however, tight and retaining best employees as well as keeping a healthy level of rotation might be a challenge.

Give us some specific cost savings tactics of your firm in Q1/Q2 of 2020.

Kemira has always been cost conscious and continues to be so by looking for various efficiencies e.g. automation.

Originally from Gdańsk, with 4 year-long episode in Wroclaw in HP (SSC), with educational background in Scandinavian languages, Project Management, Human Resources and Clinical Psychology. Enjoying a lot working in service center environment because of its diversity, flexibility, challenges & opportunities. Privately a mum of two little ones, loving literature and sport.

BPO HK Finance

IHS Markit

| Business type: BPO | Global HQ: Poland | Date started in CEE: 2005

Tel.: 58 882 35 00 | Business type: Hybrid | Services Provided: IT and SoftDev | Global HQ: USA | Date started in CEE: 1997 | Full Time Employees – December 2019: 280

SSC HMS Assistance Tel.: 58 742 21 70 | Business type: SSC | Global HQ: Poland | Date started in CEE: 2017

Humax | Business type: Hybrid | Services Provided: R&D | Date started in CEE: 2005

Intel Technology Poland Gdansk Tel.: 58 766 11 11 | Business type: R&D | Services Provided: IT | Global HQ: USA | Date started in CEE: 1998 | Full Time Employees – December 2019: 1000

| Business type: SSC | Services Provided: F&A, Ops/Logistics/Procure/Supply, Ops/

2020

CEE Business Services Directory

What is your company doing in CEE? Kemira is a global chemicals company serving customers in water-intensive industries. Kemira Gdańsk multifunction Business Service Center (BSC) covers business services in certain support functions and was established in 2013 to serve Kemira’s business in the EMEA region. Our Business Service Center employs 250 people working in Customer Service, F&A, IT, and Procurement.

www.EuropeanBusinessServices.com

21

Poland Gdańsk/Gdynia

Manager’s Profile

influence the perception of what is feasible to be done from a centralized SSC. What is more, the financial impact of the crisis may increase the pressure to shift additional activities to the SSC network on the one hand, and to further accelerate efficiency gains on the other.

Remigiusz Wojciechowski Managing Director, Bayer Service Center Gdansk, Parent Company: Bayer, Leverkusen, Germany

Explain why your company set up operations (Shared Services centre, BPO, R&D, Nearshoring, etc.) in CEE, and why in the specific country/city where you are now operating (four or five sentences and/or bullet points).

And please tell us about any key points that influenced the company’s Board decision: The key factors that applied then were: access to skilled workforce with foreign language skills, well-filled graduate pipeline, availability of modern office space, good transportation infrastructure as well as existence of other SSC/BPO organizations. Something we

BPO Intitek Poland Tel.: 53 689 8878 | Business type: BPO | Services Provided: ITO and IT testing | Global HQ: France | Date started in CEE: 2014

BPO Itmagination Tel.: 22 654-40-60, 723-988-881 | Business type: BPO | Services Provided: providing professional software development services, data analytics and outsourcing solutions | Global HQ: Poland | Date started in CEE: 2017

SSC Jeppesen by Boeing Tel.: 58 760 61 00

2020

didn’t have in our decision matrix that also played a role was the engaged, proactive and professional approach of the local investment agency. Over time we’ve also learned to appreciate the physical and cultural proximity to our HQ in Germany, the low probability of natural disasters as well as the benefits of Poland being an EU member, which increases our flexibility and effectively reduces the administrative burden in many areas.

What are the immediate changes your BSC faces now because of the coronavirus issue?

Most of our employees work from home and we’re able to not only maintain stable operations but also continue with transition projects. We have seen knowledge transfer phases being extended in order to reflect the new situation. Other than that and strangely enough it’s actually business as usual.

And over the next 1-2 years, what further changes to you foresee? (Do you see any “silver linings” in terms of growth of services, etc.?)

During the lockdown many interactions switched to online regardless of the extent to which an activity was deemed as requiring physical proximity. I believe this is likely to

| Business type: SSC | Services Provided: IT/ SoftDev/Digital, IT development | Global HQ: USA | Date started in CEE: 1998 | Full Time Employees – December 2019: 220 | General manager: Rafal Stepnowski, Director of Government Affairs'

SSC Juul Labs | Business type: SSC | Services Provided: F&A | Date started in CEE: 2019 | General manager: Michal Gryglewski

SSC Kainos Software Poland Sp. z o. o.

Tel.: +48 58 333 7171 | Business type: SSC | Services Provided: IT | Date started in CEE: 2008 | Full Time

Talent and Employment Issues.

With the macro-economic environment in retreat, this has major implications for costs of staffing, levels of bonuses, hiring momentum, etc. Tell us how your HR landscape is changing, and how you manage the increasing challenges of motivating teams, remote-work, and retaining top talent.

Our “silver bullet” is a strong leadership team who see employees as their number one priority. This hasn’t changed with the pandemic. What changes are the priorities at a given moment. People development, a clear focus in “normal” circumstances, gives way to ensuring physical and psychological safety.

In a recent survey our employees have rated the company very high for caring about their well-being during the crisis. I believe this may translate into loyalty.

Of course, leading remote teams poses new challenges and we will continue investing in adequate competencies, skills and potentially technologies.

Remigiusz Wojciechowski is the Managing Director of Bayer Service Center Gdansk, which he established in 2012. He is an all-rounder who believes in balance. He combines creativity with structure and always sees the glass full.

Employees – December 2019: 250 | General manager: Stephan Sakowicz, Digital Services Sales Director

SSC Kemira Business Service Center Gdańsk Tel.: 58 773 60 00 | Business type: SSC | Services Provided: F&A, IT Customer support | Global HQ: Finland | Date started in CEE: 2013 | Full Time Employees – December 2019: 200 | General manager: Katarzyna Polikowska, Senior Manager HR, EMEA Central / East

CEE Business Services Directory

Please provide a few sentences about what your company is doing in CEE? (for example, where are you based; in which cities do you have operations; specific type of operation (SSC or BPO or GBS or ITO?), and specific services performed (F&A, IT, R&D, etc.); number of FTE employees; when started;)(limit to about 150 words): Health for all, hunger for none – this is an ambitious vision that we strive for in Bayer.

At the Bayer SCG (Service Center Gdansk), we support this goal every day by providing a wide range of business services to customers, contractors and employees.

Since 2012 we operated as part of a global network of shared service centers. We support Bayer’s business in Central and Eastern European countries, including in Poland, Germany, the UK, Russia and the Scandinavian countries. Our employees use over 20 languages in support of such areas as accounting, customer service, purchasing and HR. Currently we have around 800 employees.

Given the shock of events in spring 2020, how are you adjusting your office environment and space requirements?

Currently we’ve imposed a range restrictions in terms of the number of workplaces, meeting room capacity, physical distancing, etc.

In the future we envision a workplace concept that will include working from home or even anywhere as an integral element. The office space will be about fostering social interactions, collaboration and exchange of thought.

SSC Lufthansa Systems Tel.: +48 58 3265 400 | Business type: SSC | Services Provided: IT services in the airline industry. | Global HQ: Germany | Date started in CEE: 1998 | Full Time Employees – December 2019: 350 | General manager: Thomas Jakobczyk , Managing Director

SSC Macgregor | Business type: SSC | Services Provided: Ops/ Logistics/Procure/Supply

SSC Maersk Drilling | Business type: SSC | Services Provided: F&A, Ops/Logistics/Procure/Supply | Global

www.EuropeanBusinessServices.com

22

Poland Gdańsk/Gdynia

BPO Manpower Group Solutions Tel.: 58 350 61 48 | Business type: BPO | Global HQ: USA | Date started in CEE: 2015 | General manager: Katarzyna Zych, Talent Acquisition

SSC Metsä Group Services Tel.: 660-621-632 | Business type: SSC | Services Provided: SSC: F&A | Global HQ: Finland | Date started in CEE: 2012 | Full Time Employees – December 2019: 200 | General manager: Simo Tanttu

SSC Mowi (Marine Harvest) | Business type: SSC | Global HQ: Norway | Date started in CEE: 2017 | General manager: Ireneusz Truszkowski , General Manager

BPO Nearshoring Solutions

BPO PGS Software Tel.: 71 798 26 92 | Business type: BPO | Services Provided: IT outsourcing | Global HQ: Poland | Date started in CEE: 2014

Playsoft Group

Schibsted Tech

Tel.: +47 481 64 566 | Business type: IT | Services Provided: ITO | Global HQ: Norway | Date started in CEE: 2014 | General manager: Adam Boryniec, Managing Director

| Business type: IT | Services Provided: teams in Gdansk work mostly with Swedish and Norwegian start-up companies, especially within e-commerce, as well as Scandinavian news media. | Global HQ: Norway | Date started in CEE: 2014 | General manager: Katarzyna Kowalczyk , Country Manager

SSC Nippon Seiki (Europe) B.V

PwC Financial Crime Unit

| Business type: SSC | Services Provided: R&D | Global HQ: Japan | Date started in CEE: 2018 | General manager: Wojciech Gutowski , Technical Programs Manager Europe

| Business type: Hybrid | Services Provided: Financial Services | Global HQ: UK | Date started in CEE: 2014 | Full Time Employees – December 2019: 200 | General manager: Maciej Przybyłowski, Partner, Head of Operations

Qloc

Tel.: +48 503 328 640 | Business type: SSC | Services Provided: Captive of Vistra | Full Time Employees – December 2019: 30

| Business type: IT | Services Provided: Polish company supporting game developers and publishers all over the world, such as: Warner Bros. Interactive, Bandai Namco Entertainment, Capcom, Six Foot and IO Interactive | Global HQ: Poland | Date started in CEE: 2018 | General manager: Adam Piesiak , President

SSC Ocean Network Express

Quad Graphics

Tel.: 58 7795810 | Business type: SSC | Services Provided: F&A; Logistics | Global HQ: Japan | Full Time Employees – December 2019: 2013 | General manager: Reiner Zimbalski, General Manager

Tel.: 665-061-037 | Business type: IT | Global HQ: USA | Date started in CEE: 2016

SSC Nordic Services (Vistra)

SSC OIE Support (Laureate Online Education) | Business type: SSC | Services Provided: Call center for US group Online Interactive Education. Support functions that operate from Gdansk include A/R, Collections, Registrar, Product Development, Student Support and Transcript Evaluation. | Global HQ: USA | Date started in CEE: 2012 | Full Time Employees – December 2019: 150 | General manager: Adriana Lemańczyk , HR & Site Director

2020

| Business type: SSC | Services Provided: SSC | Global HQ: USA | Date started in CEE: 2016 | Full Time Employees – December 2019: 1500 | General manager: Alexander Ticehurst, Director

Powel AS

Tel.: 58 341 56 39 | Business type: BPO | Services Provided: ITO and IT design | Date started in CEE: 2012 | Full Time Employees – December 2019: 75

SSC Nordea IT Centre

SSC State Street Bank

| Services Provided: | Global HQ: Spain | General manager: Bartosz Marciniak, GM

Scalac

SSC PPG Coatings Poland Sp. z o. o.

SSC Refinitiv (Thomson Reuters) | Business type: SSC | Services Provided: IT/SoftDev/Digital | General manager: Agata Witczak, GM

Renau Business Software Tel.: 58 732 18 37 | Business type: IT | Services Provided: SoftDev | Global HQ: USA | Date started in CEE: 2014

Ricoh Business Service Centre | Business type: SC | Services Provided: IT, F&A, PMO, HR, Real Estate | Global HQ: Japan | Date started in CEE: 2017 | General

manager: Marek Nowak, Gdansk Competence Center Site Leader

Santander Services (Geoban)

Tel.: 58 341 90 45 | Business type: IT | Services Provided: Mobile games, mobile applications for this France-based games developer. | Global HQ: France | Date started in CEE: 2006 | Full Time Employees – December 2019: 100 | General manager: Pierre Olivier Monteil, Studio Head

Tel.: 5 87 74 99 00 | Business type: SSC | Global HQ: USA | Date started in CEE: 2013 | General manager: Darek Winski , Management Board

| Business type: SSC | Services Provided: IT | Global HQ: Sweden | Date started in CEE: 2013 | Full Time Employees – December 2019: 400

manager: Izabela Brunner , HR Manager, Ricoh Europe

Tel.: 730 030 492 | Business type: IT | Services Provided: Software House specialising in Scala, Akka and Spark technologies.

Together with Front-End and Mobile, providing full-stack solutions. | Global HQ: Poland | Date started in CEE: 2014

BPO Seargin | Business type: BPO | Services Provided: Staff Augmentation; build and manage dedicated IT Competence Centers companies in Poland, Denmark, Germany, Sweden, France, Italy, UK and USA within a wide range of industries.

Signia Media Technologies (former Adtoma) Poland | Business type: IT | Global HQ: Sweden | Date started in CEE: 2015

BPO Sii Gdansk Tel.: 58 321 78 00 | Business type: BPO | Services Provided: IT | Global HQ: France | General manager: Alicja Sawicka , Recruitment & HR Manager

Solwit Tel.: 58 770 34 90 | Business type: IT | Services Provided: Solwit develops and tests IT solutions and provides software-related services for clients in various industries. | Global HQ: Poland | Date started in CEE: 2012 | Full Time Employees – December 2019: 50 | General manager: Leszek Pankiewicz, president

Sony | Services Provided: | General manager: Artur Gronkiewicz

SSC Staples Solutions Tel.: 58 781 52 00 | Business type: SSC | Services Provided: Procurement, IT, F&A | Global HQ: USA | Date started in CEE: 2015 | Full Time Employees – December 2019: 100 | General

BPO Sutherland Global Services | Business type: BPO | Services Provided:

SSC Swarovski Global Business Services | Business type: SSC | Services Provided: F&A, Client S&S, Client S&S, F&A | Date started in CEE: 2017 | General manager: Wojciech Krygowski, Managing Director

Synopsys Tel.: 58 761-40-00 | Business type: Hybrid | Services Provided: IT and software development for this US-based firm | Global HQ: USA | Date started in CEE: 2001 | Full Time Employees – December 2019: 100 | General manager: Grzegorz Matczak, Senior R&D Manager/Site Manager

TF Bank Tel.: 58 881 31 01 | Business type: IT | Services Provided: IT/ SoftDev/Digital | Global HQ: Sweden | Date started in CEE: 2015 | General manager: Wojciech Drozd , Director

SSC ThomsonReuters Europe SA

| Business type: SSC | Services Provided: ITO, media | Global HQ: USA/Canada | Date started in CEE: 2011 | Full Time Employees – December 2019: 400 | General manager: Pawel Szymanski, Service Delivery Management EMEA, Managed Services, TechOps

BPO thyssenkrupp Gdańsk Tel.: +48 58 783 6000 | Business type: BPO or ITO provider (external services) | Services Provided: F&A, IT/SoftDev/Digital, Ops/ Logistics/Procure/Supply, HR | Global HQ: Germany | Date started in CEE: 2014 | Full Time Employees – December 2019: 420 | General manager: Mirta Hegedusic, CFO

CEE Business Services Directory

HQ: Denmark | Date started in CEE: 2019 | General manager: Mikael Præstegaard Fredsted, Director, Location Manager

BPO Transcom Worldwide Poland Tel.: +48 58 732 44 06 | Business type: BPO | Services Provided: Call center with offices in Bialystok, Olsztyn. Primary client is Play mobile operator. | Global HQ: Sweden | Date started in CEE: 2006 | Full Time Employees – December 2019: 1000

www.EuropeanBusinessServices.com

23

Poland Gliwice

SSC Ista Shared Services

| Business type: IT | Services Provided: developing primary Flight Search products, with compatible, complementary services such as hotel reservations, car rental, tourist guides. | Global HQ: Holland | Date started in CEE: 2010

Tel.: 32 339 71 50 | Business type: SSC | Services Provided: SSC | Date started in CEE: 2006 | Full Time Employees – December 2019: 620 | General manager: Jacek Styczen, Site Director

SSC Unifeeder

| Business type: SSC | Services Provided: R&D | Global HQ: USA | Full Time Employees – December 2019: 100

Tel.: 58 350 07 10 | Business type: SSC | Services Provided: Logistics | Global HQ: Denmark | Date started in CEE: 2014 | General manager: Michal Wykowski, Country Manager, Operations

United Technologies (UTC Fire & Security Polska) Tel.: 58 301 38 31 | Business type: IT | Services Provided: SSC primarily for IT/Digital services | Global HQ: USA | Date started in CEE: 2002

SSC UST-Global Tel.: 58 355-67-80 | Business type: SSC | Services Provided: SSC | Global HQ: USA | Date started in CEE: 2014 | General manager: Grzegorz Krzyzanowski, Delivery and Operations Manager

UXPin Tel.: 537-000-902 | Business type: IT | Services Provided: SoftDev support for US parent | Global HQ: USA | Date started in CEE: 2011 | General manager: Daniel Aduszkiewicz , COO

BPO Wipro IT Services Poland

SSC Tenneco

TRW Automotive | Business type: Hybrid | Global HQ: USA

Vattenfall IT Services Wasko | Business type: Hybrid | General manager: Wojciech Wajda, President of the Board

Katowice BPO 4EverNET Sp. z o.o. | Business type: BPO | Services Provided: CS | Date started in CEE: 2002 | Full Time Employees – December 2019: <100

BPO Accenture IT | Business type: BPO | Services Provided: IT, SoftDev, system integration. | Global HQ: USA

| Business type: BPO | Services Provided: F&A, IT Services/Software Development, HR or Payroll, Data Analytics/Management, Logistics/ Supply Chain, Customer Support/ Call Centre/Telemarketing, R&D, Legal Services | Global HQ: USA | General manager: Marcin Nowak, Delivery Centre Director CEE; Head of Global Distributed Smart Services

BPO COIG S.A | Business type: BPO | General manager: Pawel Kuch, President of the Board

BPO Contact Center

SSC Eurofins | Business type: SSC | Services Provided: F&A, payment systems and security technologies.

BPO CYCLAD Polska Sp. z o.o.

SSC FIAT Services Polska | Business type: SSC | Services Provided:

BPO Deloitte BPO

| Services Provided: | Date started in CEE: 2018

Tel.: 32 508 04 00 | Business type: BPO | Services Provided: F&A, HR | Global HQ: USA | Date started in CEE: 2008 | Full Time Employees – December 2019: 100 | General manager: Maria Rzepnikowska, Chairman

SSC Diebold Nixdorf. | Business type: SSC | Services Provided: Design and development of applications for payment systems and security technologies | Global HQ: USA

Tel.: 58 763 68 00 | Business type: BPO | Services Provided: IT services | Global HQ: India | Date started in CEE: 2012 | Full Time Employees – December 2019: 500 | General manager: Artur Wojas, Service Delivery Manager

| Business type: BPO | General manager: Krzysztof Gruszczynski, President of the Board, Country Manager

Wirtualna Polska

| Business type: BPO | Services Provided:

Tel.: 32 721 84 00 | Business type: SSC | Services Provided: R&D | Global HQ: USA | Date started in CEE: 2008 | Full Time Employees – December 2019: <100 | General manager: Mariusz Tomaka, President of the Board

| Business type: IT | Global HQ: Poland | Date started in CEE: 2001

BPO Arvato Polska

SSC Dunlop Conveyor Belting

| Business type: BPO | Services Provided:

Tel.: +48 32 661 04 80 | Business type: SSC | Services Provided: F&A, IT Services/Software Development, HR or Payroll, Logistics/Supply Chain, Customer Support/Call Centre/ Telemarketing | Global HQ: USA | Date started in CEE: 2014 | General manager: Maciej Wyrzykowski, Marketing Coordinator

BPO WNS Global Services (UK) Ltd. Tel.: 58 772 98 02/ 00 IP:42423 | Business type: BPO | Global HQ: UK | General manager: Jakub Socała , Managing Director

Gliwice SSC Future Processing Tel.: 32 461 23 00 | Business type: SSC | Services Provided: Software Development, Mobile Applications, Web Applications, Desktop Applications, Agile IT Outsourcing | Global HQ: USA | Date started in CEE: 2000 | Full Time Employees – December 2019: 550 | General manager: Jaroslaw Czaja

2020

BPO Asseco Systems | Business type: BPO | Services Provided: R&D | Date started in CEE: 1994 | Full Time Employees – December 2019: About 44

SSC Bombardier Shared Services Tel.: 32 730 50 00 | Business type: SSC | Services Provided: R&D | Global HQ: USA/Canada | Date started in CEE: 2001 | Full Time Employees – December 2019: 100-250 | General manager: Janusz Kuzmin, Chief Country Representative

EUVIC

Tel.: 32 746 30 00 | Business type: BPO | Services Provided: IT | Date started in CEE: 2008 | Full Time Employees – December 2019: <100

BPO Alan Systems

BPO Aldec ADT

SSC Ernst&Young | Business type: SSC | Services Provided: BPO, F&A, HR | Date started in CEE: 1992 | Full Time Employees – December 2019: <100 | General manager: Jacek Kedzior, Managing partner of the EY

| Business type: BPO | Services Provided: CS | Date started in CEE: 1999 | Full Time Employees – December 2019: 500-1000 | General manager: Jakub Kloczewiak, President of the Management Board

| Business type: BPO | General manager: Sylvia Mazurek, Marketing Specialist

BPO Alba Polska

| Business type: SSC | Services Provided: IT | Date started in CEE: 2009 | Full Time Employees – December 2019: 100-250 | General manager: Anna Olesiejuk, Head of HR Operations & Country HR Poland, Czech, Slovakia, Austria

SSC DisplayLink

Dywidag International Systems EPAM | Services Provided: | Date started in CEE: 2018

BPO CapGemini Polska sp.z o.o.

SSC Ericsson GSDC

Tel.: (32) 769 30 00

Tel.: 22 691 61 68

FlightScope Fujitsu Services

SSC GDF Suez – Tractebel Engineering S.A. Tel.: 32 358 88 88 | Business type: SSC | Global HQ: France | General manager: Jolanta Okroska, Marketing

Grant Thornton | Services Provided: | Date started in CEE: 2018

Groupon Shared Services SSC Guardian | Business type: SSC | Services Provided: F&A | Global HQ: USA

HireRight Honeywell | Services Provided: | Global HQ: USA

CEE Business Services Directory

Travactory

Huawei Hyland | Services Provided: | General manager: Jeremy Nass

BPO IBM GSDC | Business type: BPO | Services Provided: solutions for the ‘hybrid cloud’, mobile services, big data, business analysis, digital security, and cognitive solutions | Global HQ: USA | Date started in CEE: 2013 | Full Time Employees – December 2019: 250-500 | General manager: Ales Bartunek, General Director for Poland and Baltic States

www.EuropeanBusinessServices.com

24

Poland Kielce

Tel.: 32 357 3019 | Business type: SSC | Services Provided: IT, CS, R&D | Date started in CEE: 2003 | Full Time Employees – December 2019: 500-1000

| Business type: Hybrid | Services Provided: IT Software | Date started in CEE: 2011 | Full Time Employees – December 2019: 500 | General manager: RICHARD EDWARD MCMORRIS, CZ?ONEK ZARZ?DU

Employees – December 2019: 500-1000 | General manager: Bruno Boquet, Dierctor Steria Polska

SSC TELE-FONIKA Kable | Business type: SSC | Services Provided: F&A, CS | Date started in CEE: 2012 | Full Time Employees – December 2019: 100-250 | General manager: Ryszard Pilch, President of the Board

Jamf

BPO Proximetry

| Services Provided: | Date started in CEE: 2018

| Business type: BPO | Services Provided: IT | Full Time Employees – December 2019: 400

Tel.: 32 200 03 33 | Business type: BPO | Services Provided: IT, R&D | Date started in CEE: 2006 | Full Time Employees – December 2019: <100 | General manager: Miros?aw Ossysek, General Manager

SSC Katowicki Holding Weglowy

PubNub

Tel.: 32 757 3069 | Business type: SSC | Services Provided: F&A, HR, IT, CS | Date started in CEE: 2012 | Full Time Employees – December 2019: 250-500

| Services Provided: | Date started in CEE: 2019 | General manager: Marcin Jurków, HR Lead

Timken

Keywords Studios

SSC PwC Service Delivery Center

TMF Group

| Business type: BSC/SSC/Captive | Services Provided: The company provides support services in the core PwC business areas: assurance (audit) and tax. | Global HQ: N/A | Date started in CEE: 2009 | Full Time Employees – December 2019: December 2018 – 1870 FTE | General manager: Rafal Gajda, Managing Director

| Business type: Hybrid | Services Provided: Financial and accounting services, payroll.

BPO JCommerce

BPO KL Discovery Ontrack Tel.: 32 779 99 99 | Business type: BPO | Services Provided: IT, R&D | Global HQ: USA | Date started in CEE: 2004 | Full Time Employees – December 2019: <100 | General manager: Alicija Halawabrzyk, G?ówny dyrektor do spraw finansowych

Knauf Koch Business Solutions | Services Provided: F&A | Global HQ: USA | Date started in CEE: 2019 | General manager: Jakub Adamowski, Europe Finance Director

Randstad Polska sp. z o.o. (Katowice) | Business type: Hybrid | General manager: Anna Maksymowicz, Professional Branch Manager

relayr (Proximetry Poland) | Business type: ITO | Services Provided: SoftDev, IoT

BPO Luxoft Poland sp. z o.o.

SSC Rockwell Automation

| Business type: BPO | Services Provided:

| Business type: SSC | Services Provided: F&A, HR, IT, CS, R&D | Global HQ: USA | Date started in CEE: 2006 | Full Time Employees – December 2019: 250-500 | General manager: Sklawomir Szpak, Operational Director Rockwell Automation in EMEA Region

SSC Mentor Graphics Tel.: 32-7315320 | Business type: SSC | Services Provided: R&D, F&A | Global HQ: USA | Date started in CEE: 2005 | Full Time Employees – December 2019: 250-500 | General manager: Matthew Brylka, Site Leader

BPO NGA Human Resources. | Business type: BPO | Services Provided: Services relating to staff and payroll outsourcing, HR advice, and IT system integration for HR.

SSC Northgate Arinso Tel.: (32) 736-71-00 | Business type: SSC | Services Provided: HR (payroll process outsourcing) | Date started in CEE: 2003 | Full Time Employees – December 2019: <100 | General manager: Krzysztof Delewski, HR Manager

Sapiens International Corporation | Business type: ITO | Services Provided: SoftDev, IoT

SSC SGS Global Business Services Poland | Business type: SSC | General manager: Martyna Mazurek-Bryłka, Head of GBS

BPO Teleperformance | Business type: BPO | Services Provided:

Tenneco | Business type: Hybrid | Global HQ: USA

| Business type: Hybrid | Services Provided:

TÜV Rheinland | Services Provided: | General manager: Przemyslaw Siuda

SSC Unilever | Business type: SSC | Services Provided: F&A, CS, other | Date started in CEE: 2008 | Full Time Employees – December 2019: 250-500

BPO Comarch S.A. | Business type: BPO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 2015

SSC Kolporter INFO SA | Business type: SSC | Services Provided: Helpdesk , Call Center, Oprogramowanie dedykowane realizowane na zamówienie , Outsourcing IT | General manager: Jaros?aw Ambroziak, President

SSC PKP Informatyka

Upfield

BPO Telbridge Sp. z o.o.

| Services Provided: | General manager: Mikołaj Przejczowski, Senior Finance Manager Global Supply Chain

Tel.: 22 420 56 60 | Business type: BPO | Services Provided:

Vattenfall IT Services SSC Webanywhere Tel.: 32 630 41 37 | Business type: SSC | Services Provided: SoftDev; Elearning | Date started in CEE: 2012 | Full Time Employees – December 2019: <100

SSC Wincor Nixdorf | Business type: SSC | Services Provided: IT | Global HQ: USA | Date started in CEE: 2011 | Full Time Employees – December 2019: <100 | General manager: Miroslaw Janik, President of the Board

BPO ZETO Katowice

| Business type: ITO | Services Provided: SoftDev

SMS Metallurgy

Perform Media Polska Sp z o. o.

| Business type: BPO | Services Provided: IT | Date started in CEE: 2007 | Full Time

| Business type: BPO | Services Provided: IT outsourcing | Date started in CEE: 1990 | Full Time Employees – December 2019: 71 | General manager: Dariusz Borek, President

2020

Tel.: 41 364 22 00 | Business type: BPO | Services Provided: IT | Date started in CEE: 2002 | Full Time Employees – December 2019: 70

| Business type: SSC | Services Provided: IT | Date started in CEE: 2014

| Business type: BPO | Services Provided:

Tel.: +48 (32) 797 19 48

BPO Centrum Systemów Komputerowych ZETO SA

| Services Provided: | Date started in CEE: 2018

BPO Sii

BPO Steria

BPO Biurex | Business type: BPO | Services Provided: F&A, HR and payroll services | Date started in CEE: 1991 | Full Time Employees – December 2019: 40

UPC

Tel.: 32 661 41 91 | Business type: BPO | Services Provided: ITO | Date started in CEE: 2014 | General manager: Gregoire Nitot, Prezident

Onwelo

BPO BC&O Polska | Business type: BPO | Services Provided: Outsourcing of broadly defined administrative services | Date started in CEE: 2001 | Full Time Employees – December 2019: 65 | General manager: Miros?aw Sroka, President of the Board

Kielce BPO Altar Sp. z o.o.

BPO Transition Technologies – POLAND SOLUTION CENTER Tel.: +48 41 24 97 880 | Business type: BPO | Services Provided: IT | Date started in CEE: 2014 | Full Time Employees – December 2019: 100

Kraków 3di Information Solutions

CEE Business Services Directory

SSC ING Services Poland

SSC ABB IT sp. z o.o Tel.: +48 22 223 86 00 | Business type: SSC | Services Provided: HR, Supply Chain, IT. | Global HQ: Switzerland | Date started in CEE: 2015 (ABB IT) | Full Time Employees – December 2019: 2000 planned

Abbvie Accenture Operations Poland

| Services Provided: | General manager: Anna Nijakowska – Augustyn, Global Operations Manager

www.EuropeanBusinessServices.com

26

Poland Kraków

| Business type: BPO | Services Provided: BPO | Global HQ: USA

Admind

Director Of Operations/Global Head of Administration

ALK European Accounting Center | Services Provided: SSC: F&A | General manager: Pawel Zawrzykraj , GBSC Director, Finance Director

started in CEE: 2009 | Full Time Employees – December 2019: 400 | General manager: Wojciech Karpiński, Director – Amway Business Services Center

SSC Aon

SSC Baillie Gifford IT Services (Poland) | Business type: SSC | Services Provided:

BPO APPLY Capnor Poland

Tel.: 123406000 | Business type: SSC | Services Provided: SSC: F&A, IT Services/software development, HR | Global HQ: USA | Date started in CEE: 2012 | Full Time Employees – December 2019: 1200 | General manager: Andrew Brady , Head of Fund Services

SSC AFS

SSC Amer Sports Shared Services

| Business type: SSC | Services Provided: F&A, IT/SoftDev/ Digital, Ops/Logistics/ Procure/Supply, Client S&S, Client S&S, HR | Global HQ: UK | Date started in CEE: 2005 | General manager: John Lyons, Location Operations Director

| Business type: SSC | Services Provided: F&A

| Business type: BSC/SSC/Captive | Services Provided: F&A, IT/SoftDev/Digital, HR, RPA/Automation | Global HQ: Finland | Date started in CEE: 2012 | Full Time Employees – December 2019: 200 | General manager: Herve Hachet, Shared Services Director

| Business type: BPO | Services Provided: BPO, Engineering Services | Date started in CEE: 2014 | Full Time Employees – December 2019: 100 | General manager: Michał Rejdych , General Manager

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

SSC Akamai Technologies Tel.: 12 384 70 00 | Business type: SSC | Date started in CEE: 2014 | General manager: Filip Walkowicz, Site Leader & Global Site Governance GREWP Director

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

Tel.: 12 290 78 00 | Business type: BPO | Services Provided: Integrated Recruitment Process Outsourcing, Permanent and Non-Permanent Hiring, Total Talent Management, Recruitment Administration | Date started in CEE: 2004 | Full Time Employees – December 2019: 750 | General manager: Jola Gantkowska,

Amadeus IT Group | Services Provided: | General manager: Iwona Bialobrzycka , Deputy GM

BPO Amplexor

BPO Apriso

Tel.: +48 12 254 41 00 | Business type: BPO | General manager: Lenka Krajnakova , Deliver Manager

| Business type: BPO | Services Provided: IT | Full Time Employees – December 2019: 2014

SSC Amway Business Centre-Europe Sp. z o.o.

Tel.: 48123795400 | Business type: BSC/SSC/Captive | Services Provided: F&A, IT/SoftDev/ Digital, Client S&S, Client S&S, HR, Brand Marketing | Global HQ: USA | Date

BPO ATFX | Business type: BPO | Date started in CEE: 2019

SSC Arrow ECS Tel.: 12 616 43 00 | Business type: SSC | Global HQ: USA | Date started in CEE: 2016 | General manager: Marek Janas, MD, Arrow ECS

ASSA ABLOY (Shared Technologies Krakow)

Billennium | Services Provided: | Date started in CEE: 2019

SSC Brown Brothers Harriman

BPO Capgemini Polska sp. z o.o.

Tel.: 224647132 | Business type: BPO | Services Provided: intelligent automation, digital transformation, consulting | Global HQ: France | Date started in CEE: 1996 | Full Time Employees – December 2019: 8000 | General manager: Rafał Szmajser, Senior Director| BTS

| Services Provided: R&D

„

GBS is where we come from

CEE Business Services Directory

BPO ACS Xerox

Szymon Malecki, Founder and Managing Consultant

Want to see us interviewing executives?

2020

www.EuropeanBusinessServices.com

27

Poland Kraków

BPO Clifford Thames

Tel.: +48 12 629 6060 | Business type: BPO | Services Provided: F&A, IT Services/Software Development, HR/Payroll, Data Analytics, Customer Support | Global HQ: UK | Date started in CEE: 2011 | Full Time Employees – December 2019: 800

| Business type: BPO | Services Provided: Business Analytics | Date started in CEE: 2014 | Full Time Employees – December 2019: 500

SSC Cathay Pacific Airways Limited (S.A) Oddzia? II w Polsce Tel.: 48122950472 | Business type: SSC | Services Provided: Customer Support/Call Centre/ Telemarketing | Global HQ: Hong Kong | Date started in CEE: 2016 | Full Time Employees – December 2019: 120 | General manager: Magdalena Weiner, Kraków Hub Manager

SSC CGI Information Systems

BPO Comarch

| Global HQ: France | Full Time Employees – December 2019: 120 | General manager: Marcel Maslej, Finance Director, SSC

SSC Electrolux Centrum Ksiegowo-Finansowe

SSC Farnell (Avnet) Tel.: 12 349 7000 | Business type: SSC | General manager: Sabina Bieszczad, Sales Manager for Eastern Europe

SSC Federal Express Service Center Poland

| Business type: BPO | Services Provided: IT | Global HQ: Poland | Full Time Employees – December 2019: 1000 | General manager: Janusz Filipiak, President of the Board

Tel.: 12 296 9600 | Business type: SSC | Services Provided: F&A | Date started in CEE: 2006 | General manager: Aleksander Rodycz, GSSC Director

SSC Danish Crown

EPAM Systems

SSC FQS Poland (Fujitsu)

| Business type: SSC | Services Provided: F&A, IT Services/Software Development, HR/Payroll, Data Analytics, Customer Support | Date started in CEE: 2019 | General manager: Kevin Hayes, Site Director

Tel.: +48-12-222-02-02 | Business type: ITO | Services Provided: ITO: IT Services/Software Development, Data Analytics, R&D | Global HQ: USA | Full Time Employees – December 2019: 19600 | General manager: Viktor Bondariev, Senior Director , Poland

Tel.: (+48 12) 429 43 45 | Business type: SSC | Services Provided: BPO, R&D | Date started in CEE: 2014 | General manager: Jerzy Rudziński , CEO

SSC DELMIA WW at Dassault Systèmes

| Business type: SSC | Services Provided: BPO, IT | Date started in CEE: 2014 | General manager: Bartlomiej Niescierowicz , Director

| Business type: SSC | General manager: Artur Lukasik, Senior Services Director

SSC Chatham Financial

SSC DreamLab

| Business type: SSC | Services Provided: BPO, Business Analytics

| Business type: SSC | Services Provided: SSC, R&D | Date started in CEE: 2014

Equiniti | Services Provided: | Date started in CEE: 2019

SSC Cisco Systems Poland

SSC Ecolab Services

Tel.: 123214444 | Business type: SSC | Services Provided: Cisco Global Services Center in Kraków including departments like Services (Advanced, Cloud & Managed and Technical), Finance and Operations. | Global HQ: USA | Date started in CEE: 2012 | Full Time Employees – December 2019: 1200 | General manager: Ramon Tancinco, Director, Cisco Kraków Site lead

Tel.: 48-12-2616 100 | Business type: SSC | Services Provided: SSC | General manager: Agnieszka Malinowska, Company Manager

Tel.: 22 556 5368 | Business type: SSC | Services Provided: Accounting, Tax, Treasury and Controlling for EDF Polska and 7 companies of EDF Group in Poland.

SSC GE Healthcare IT CoE Kraków | Business type: SSC (CoE) | Services Provided: IT CoE | Global HQ: USA | General manager: Piotr K. Lech , GM, Executive Site Leader

BPO Genpact PL Sp. z o.o.

SSC Euroclear Bank S.A.

Tel.: 12 443 60 00 | Business type: BPO | Services Provided: F&A, OTC, STP, EAS | Date started in CEE: 2005 Acquired 2012 | Full Time Employees – December 2019: 450 | General manager: Piotr Strycharczuk , Site Lead and Senior Manager

Tel.: 12-363-9710 | Business type: SSC | Services Provided: Clearing Services, F&A | Global HQ: Belgium | Date started in CEE: 2013 | General manager: Stephane Bernard, MD

Tel.: 12-363-2292 | Business type: SSC | General manager: Marcin Staszczak, Service Delivery Director

SSC Ericpol Telecom | Business type: SSC | Services Provided: BPO, IT | Date started in CEE: 2014 | General manager: Pawel Szczerkowski

SSC EDF Polska

Winner

EQTek

| Business type: SSC | Services Provided: F&A | General manager: Andrzej Wieczorkowski, GM, Executive Site Leader

SSC Getinge Shared Services

Top Employer Branding Initiative – Poland

State Street Bank’s initiative: “Fearless Girl comes from New York to Poland”

CEE Business Services Directory

BPO Capita Polska Sp. z o.o.

CEE

Business Services Awards

2020

2020

Watch the Winner on YouTube www.EuropeanBusinessServices.com

28

Why has

Kraków emerged as

the top loca�on in Europe

for business services?

YOU NEED LOOK NO FURTHER THAN...

Economic hot spots depend on the availability of top talent. ASPIRE is an exemplar of how to mobilise such a network of available local talent, and thereby support business models that deliver the right incen�ves for the promo�ng and financing of entrepreneurial ac�vity.

ASPIRE has helped Kraków thrive on its own energy. This has driven a rapid, almost uncontrolled diffusion of technological techniques, knowledge, talent and innova�ion, thus fueling the self-perpetua�ng engine of spectacular endogenous growth. We've learned that support networks and shared learning are now more important than ever." join the conversa�on at

WWW.ASPIRE.ORG.PL

Ian Angell

Author, The Flight of the Golden Geese

Poland Kraków

Manager’s Profile

• Keep enhancing further the digital End-Customer experience.

Gagan Sabharwal

What is your company doing in CEE? In 2007, HSBC Bank created a service centre (HSBC Service Delivery (Polska) that became an independent entity three years later.

HSBC Service Delivery (Polska) Sp. z o.o. is one of HSBC’s 22 global service centres.

Since it opened in 2010, the centre has grown ten-fold and continues to expand. It currently employs more than 3,000 highly-skilled individuals within several business areas, including: Operations; Technology; Finance; Risk; and Transformation. ⁃ The Kraków team supports HSBC entities across 27 countries in 11 languages.

Explain why your company set up operations in CEE. • Bank’s entry in Poland since 1990 and the brand’s increased footprint across common product lines over the years, catering to individual clients, micro business clients, commercial banking (CMB) and global banking (GBM) segments.

• Poland’s population demographics strongly recommends the following attributes of the employees: • Talent Pool – Poland’s educated, cost effective, multi-cultural and multi-lingual population are majorly aligned to the IT and/or BFS (Banking and Financial sector catering to finance and accounting businesses) industry verticals and are easily available.

• Kraków was the city by choice, since it has largely been a major university city, catering to a plethora of educational streams thus alluring talents, which further gave access to an abundance of educated, multi-lingual, multi-cultural and young dynamic workforce.

• High Literacy Rate - ~88% of the working population are minimum graduates, with a significant chunk also having higher education (Master’s degree and above).

• Seamless and high probability of talent skills flexibility & adaptability for all future skills requirement, as per the organization’s future requirements.

• National Economy – Poland’s economy is generally stable, with minimum inflation with respect to the country’s growing annual GDP. • Real Estate – abundance of real estate options, at stable and affordable prices and negotiable contracts.

2020

What are the immediate changes your BSC faces now because of the coronavirus issue?

• Closely monitored transition of the all employees, from the regular workplace environment, to a ‘Work-from-Home’ (WFH) environment, whilst continuing the benchmarked compliance/audit pillars of the organization, ensuring no failures or loopholes in this structure/rigor during this transition.

• Strategizing the long term and completely safe ‘Return-To-Work’ (RTW) phase, when businesses are restored as ‘Business-As-Usual’ (BAU) and its safe for all employees to return to their workplace environment.

And over the next 1-2 years, what further changes to you foresee?

• Lesson learnt from the global pandemic which impacts the overall ‘Business Continuity Plan’ (BCP) practice. This pandemic has evolved and advanced the WFH transformation significantly thus further strengthening this practice to be more effective for all future purposes.

• Develop a strategy on the future state WFH environment & ensuring this to be an effective, practically implantable model, globally derived higher ‘Seat Utilization’ (SU) benefits and employee satisfaction.

• Consistent and increased impetus on HSBC’s futuristic “Cloud Banking” model.

Process Automation/RPA – please tell us what your company is doing in this space.

• The key objective for the organization is the futuristic “Cloud Banking” model.

Talent and Employment Issues.

• Stringent and effective measures taken (and more to follow) to ensure no impact on the BAU scenario, the only change being from the regular office/work space environment to the WFH environment.

• Besides transitioning day-2-day operations to the WFH model, Learning & Development and other employee centric initiatives also have been transitioned to a remote environment.

• No additional changes to the BAU employee management practices, which were earlier done within the office space environment and have now moved to a remote environment.

2-3 specific bits of advice to other firms keen to optimize their SSC/BPO operations in CEE. • A deep dive market analysis into the specific industry segments to be targeted/ supported by the SSC/BPO operations set up.

• The above needs to be followed/supported by detailed Sol Id (Solutions Identification) and Ops Id (Operations Identification) studies, with an effective CBA (Cost Benefit Analysis).

• Operations delivery team structure definition, with an effective and well defined compliance control structure and governance (includes IT framework as well) structure in place.

A highly motivated “Natural Leader” consistently demonstrating strategic thinking, recognizing and managing risks, experienced in costs control through dynamic transformations and a strong record in driving performance and change management through effective people management.

Overall 27 years of progressive experience across multiple industry verticals: fabrication, biotechnology, plastic, food & retail, banking & financial services, across multiple geo locations and cultures.

Currently, as the member of the Management Board of the Polish entity, enabled roles expansion from 1.5k FTEs to ~3.5k FTEs over a 5-year period, across site. Also responsible for 500 additional FTEs, separately and exclusively in the finance roles. Transitioned and centralized ‘Chief Financial Officer’ (CFO) roles (earlier de-centralized) for 10 countries to the delivery center in Kraków.

www.EuropeanBusinessServices.com

CEE Business Services Directory

Given the shock of events in spring 2020, how are you adjusting your office environment and space requirements?

• Initiatives underway to re-align the office spaces in accordance to the globally practiced social distancing and sanitizations norms, with support from the local ‘Health & Safety’(H&S) public office units.

• Employee safety and return back in phases post H&S tollgates met successfully.

Head of Global Finance Centre - Krakow HSBC Service Delivery (Polska), Kraków Parent Company: HSBC Holdings plc, London, UK

30

Poland Kraków

| Business type: SSC | Services Provided: IT | General manager: Wojciech Mach, MD

SSC Google Operations Centre | Business type: SSC | Services Provided: R&D, Broad range of Software development/services | Global HQ: USA | Date started in CEE: 2014 | Full Time Employees – December 2019: 700 | General manager: Grzegorz Felis , Site Lead – Finance Operations

SSC Grand Parade (William HIll) | Business type: SSC | Services Provided: Tech Hub for William Hill Company (global betting); 300+ software engineers | General manager: Kamil Stanuch, Site Director

SSC Grid Dynamics | Business type: SSC | Services Provided: DevOps-related IT engineering | Global HQ: USA | Date started in CEE: 2015 | Full Time Employees – December 2019: 150 | General manager: Boris Lentini , Site & Delivery Director

SSC Guidewire Software Tel.: 12 362 92 00 | Business type: SSC | Services Provided: Provider of software products to insurers. New Regional Development Centre in Krakow | Global HQ: USA | Date started in CEE: 2015 | General manager: Krzysztof Jamroz , Engineering Director

and supply chain management; clients includ McDonalds | Global HQ: Germany | Date started in CEE: 2019 | General manager: Magdalena Swat, Site Director

SSC Hitachi Vantara

SSC Hays Center Of Excellence Tel.: 48225845695 | Business type: SSC | Services Provided: internal SSC for Hays group: HR , talent management and recruitment services in EMEA | Global HQ: USA | Date started in CEE: 2011 | Full Time Employees – December 2019: 200 | General manager: Michal Sokolowski, Director Centre of Excellence

BPO HCL Poland Tel.: 12 390 90 29 | Business type: BPO | General manager: Beata Kossakowska, Deputy General Manager Human Resources

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

Tel.: +48 12 298 5010 | Business type: SSC | Services Provided: SSC: F&A, etc. | Global HQ: Amsterdam, the Netherlands | Date started in CEE: 2011 | Full Time Employees – December 2019: 870 | General manager: Juan Boned

SSC Herbalife Nutrition GBS Tel.: +48 12 34 99 600 | Business type: SSC | Services Provided: F&A | Global HQ: USA | General manager: Jakub Ciura, Director, GBS

SSC HAVI

BPO Hewitt Associates

| Business type: SSC | Services Provided: F&A, IT/SoftDev/Digital, Client S&S, Client S&S, a global firm in logistics

| Business type: BPO | Services Provided: HR | Global HQ: USA

Winner

| Business type: BSC/SSC/ Captive | Services Provided: F&A, IT/SoftDev/Digital, Client S&S, Client S&S, HR, Business Intelligence, Data Analytics, FP&A, Controllership, Cybersecurity, IoT, Devops | Global HQ: Japan | Date started in CEE: 2007 | General manager: Tomasz Brzostowski, Vice President, Global Finance Shared Services

SSC HSBC Service Delivery Tel.: 12 399 36 68 | Business type: SSC | Services Provided: F&A, IT, HR, Data Analytics, Customer Support | Global HQ: UK | Date started in CEE: 2014 | General manager: Alexandra SchmidtMintgen, Head of Service Delivery

SSC IAG (International Airlines Group) GBS | Business type: SSC | Services Provided: F&A, IT, Procurement. | Date started in CEE: 2015 | General manager: Przemysław Roth , Director

SSC innogy Business Services Polska Sp. z o.o. | Business type: BSC/SSC/Captive | Services Provided: F&A, Ops/Logistics/Procure/ Supply, HR | Global HQ: Germany | Date started in CEE: 2013 | Full Time Employees – December 2019: 300 | General manager: Eliza Wilczyńska, SSC Head and Accounting Finance Operations Lead

SSC International Paper Tel.: 12 252 60 00 | Business type: SSC | Services Provided: F&A, IT, Contact Centre | Global HQ: USA | General manager: Joanna Brunarska , Head of IP Polska GBSC Lead Team

J-Labs SSC Jacobs (CH2M HILL) Tel.: 12 225 6000 | Business type: SSC | Services Provided: Engineering, R&D, Industrial design | Global HQ: USA | Date started in CEE: 2014 | Full Time Employees – December 2019: 700 | General manager: Jonathan Billings , GM

BPO IBM BTO

SSC JIVR

Tel.: 12 628 9808 | Business type: BPO | Services Provided: Finance & Accounting Services | Global HQ: USA | Date started in CEE: 1996 | General manager: Jacek Buch, SSC Head, IBM Cognitive Process Services, Centre Operations Leader

| Business type: SSC | Services Provided: R&D, scooter mobility | Date started in CEE: 2019 | General manager: Olga Muras, Service Delivery Manager

SSC IG Group

| Business type: SSC: F&A | Global HQ: USA | Date started in CEE: 2018 | General manager: Gabriela Stanakova , GBS Center Lead

| Business type: SSC | Services Provided: IT services and development for global leader in financial derivatives trading | Global HQ: UK | Date started in CEE: 2015

KFS/Kingfisher SSC Kimberly-Clark

Most Vibrant Workplace – Poland

HEINEKEN Global Shared Services

CEE Business Services Directory

SSC GFT

CEE

Business Services Awards

2020

2020

Watch the Winner on YouTube www.EuropeanBusinessServices.com

31

Poland Kraków

Manager’s Profile

Currently we cooperate with Automation Anywhere and operate several bots running F&A and IT processes. Our strategy is to further automatize transactional activities and hence create opportunities for our employees to move on to more advanced (non-transactional work). We envisage incorporating other functions into the RPA project scope.

Tomasz Brzostowski VP Global Finance Shared Services Hitachi Vantara, Global Business Delivery (Kraków, Kuala Lumpur, Hyderabad, Pune) Parent Company: Hitachi Vantara LLC – California, Hitachi Ltd. (Tokyo)

Explain why your company set up operations in CEE. Availability of talent that can support advanced operations was the key factor to set up a center in Kraków. Over the years our scope has increased due to the can-do approach, devotion and willingness of Kraków based teams to support the company’s goals & growth. We aim to be partners (not executors) to the business, deliver quality & value (rather than just cut costs) and create great place to work. Company’s board has witnessed several examples of such attitude, measurable effects and hence supports our continuous growth.

What are the immediate changes your BSC faces now because of the coronavirus issue?

Thanks to well defined and tested Business Continuity Plans and digitalization of our processes – Hitachi’s Kraków Delivery Center was one of the first centers located in Kraków to move to 100% remote working mode – which happened within 1 day after schools’ closure was announced. During that period, we managed to:

2020

• successfully deliver/compete our activities in scope (including the fiscal year closure, statutory reporting, external audit etc.)

• move additional advanced work to our location.

• continue our continuous-improvement projects (including RPA).

The global pandemic had no adverse impact on the timing or quality of our deliverables.

Our global partners appreciated our flexibility and swift move to remote work mode.

And over the next 1-2 years, what further changes to you foresee? (Do you see any “silver linings” in terms of growth of services, etc.?)

The global pandemic has been the ultimate test of our BCP plans and digital readiness of our processes. We proved that majority of our work can be managed and performed remotely. We believe, that for our company’s board it was a direct evidence that is it easier to navigate through external, unexpected changes with centralized, standardized and digitalized processes.

I foresee that over the next 1-2 years: • the scope of Hitachi Krakow Delivery Center will further grow into middle/front office roles; • the necessity and availability of office space as well as level of flexibility related to remote work will be redefined; • we will accelerate our efforts related to process digitalization and RPA development.

Process Automation/RPA – please tell us what your company is doing in this space. What will you be doing in 2020/2021, and what impact do you expect this to have in the next 2-3 years?

Talent and Employment Issues.

Our Kraków team members seem to appreciate the flexibility of the work conditions during the global pandemic. Our center continues to grow – supporting the transformation of Hitachi Vantara’s business – hence the team morale and retention continue to be at high level. We envisage that our center’s total attrition will continue to be below 12%.

Perhaps it is more challenging to attract new talents from outside Hitachi for the first visit (which is usually the game changer).

One of our key Hitachi values over the years has been Trust & Sincerity - which is even more valid and motivating during the remote work mode. Yet, our employees miss the faceto-face contact with their friends & colleagues from work.

2-3 specific bits of advice to other firms keen to optimize their SSC/ BPO operations in CEE. Or advice to a “newcomer” considering setting up in CEE. Talk to your peers who have gone through that journey – visit their centers and ask all the difficult questions.

Tomasz works as the Managing Director (VP) of Hitachi Vantara Global Finance Shared Services Organization (delivery locations in Poland, India, Malaysia, Thailand and Vietnam) servicing Hitachi Vantara entities globally. He acts also as the Kraków office site lead and Finance sub-lead for the Hitachi Ltd. GBS project.

Prior to Hitachi he worked at PriceWaterhouseCoopers in the Netherlands and IBM BTO in Kraków. Tomasz is Certified Chartered Accountant (ACCA) and Certified Internal Auditor (CIA) as well as graduate of the European University Viadrina in Frankfurt/Oder (Germany).

www.EuropeanBusinessServices.com

CEE Business Services Directory

What is your company doing in CEE? In 2007 we established in Kraków a Global Business Delivery Center supporting Hitachi Vantara entities worldwide. The center consists of 450+ employees and cooperates closely with similar centers located in India and Malaysia. Our scope consists of advanced: • F&A processes (including: centralized controllership, statutory accounts preparation, direct and indirect taxes, Business Intelligence, Business Analytics, Credit Analysis, FP&A, Treasury and Procurement support, Internal Audit and global external audit coordination).

• IT support (including: Desktop Engineering, IT Finance Support and Development, RPA, Data & Analytics, Information Security Architecture and Operations, IT Risk & Compliance, IT Service Management, SAP Development and SAP BASIS, Salesforce Administration, IT Business Management).

• HR support (including HR SSC, total rewards, talent acquisition).

• Sales and Business support.

• Technical and Engineering support.

Given the shock of events in spring 2020, how are you adjusting your office environment and space requirements?

As of now we have recommended our Kraków based employees to work remotely till the end of September. We are currently in the process of preparing and implementing additional health and safety measures to be deployed after the office will be reopened. As the safety of our employees is the top importance for us – only the team members who are willing to work from the office will be encouraged to do so. Anyone feeling unsafe or unsecure (even despite all the additional safety measures deployed) will be allowed to work remotely.

32

Poland Kraków

Noskowicz , Service Operations Director

SSC Motorola GSC

SSC Lastminute | Business type: SSC | Services Provided: BPO | Global HQ: USA

SSC Lufthansa Global Business Services Tel.: +48 (12) 334 80 00 | Business type: SSC | Services Provided: F&A, HR, Revenue Accounting, Procurement for whole Lufthansa Group. | Global HQ: Germany | Full Time Employees – December 2019: 500 | General manager: Ewa Zietek-Biel , Head of Operations

SSC Lundbeck Tel.: 12 348 68 88 | Business type: SSC | Services Provided: HR, IT | Full Time Employees – December 2019: 150 | General manager: Zuzanna Smith, Managing Director of Group Business Services

BPO Luxoft Poland Tel.: 12 445 88 00 | Business type: BPO | Services Provided: IT Services/Software Development | Date started in CEE: 2010 | Full Time Employees – December 2019: 2500 | General manager: Lukasz Macuda , Managing Director

BPO Majorel (arvato) | Business type: BPO | Services Provided:

Metrosoft Poland | Business type: Hybrid | Services Provided: BPO, IT | Date started in CEE: 2014 | General manager: Mateusz Derejski , Country Head Poland

Tel.: 12 297 9587 | Business type: SSC | Services Provided: R&D, F&A | Global HQ: USA | Date started in CEE: 2014 | Full Time Employees – December 2019: 1500 | General manager: Jacek Drabik , Country Manager

SSC Pliva Cracow

SSC Saba-Lumesse

| Business type: SSC | Services Provided: R&D | Full Time Employees – December 2019: 100 | General manager: Ivica Rajkovic , Finance Director.

Tel.: 12 342 15 27 | Business type: SSC | Services Provided: BPO: IT, HR | General manager: Jaroslaw Arendarczyk , Service Delivery Manager

SSC PMI Finance Service Centre Europe

BPO NBC | Business type: BPO | Services Provided:

| Business type: SSC | Services Provided: F&A, HR, Logistics, etc. | Global HQ: USA | General manager: Jeff Azoudis, Senior Manager

Nokia SSC Oanda | Business type: SSC | Services Provided: IT/ SoftDev/Digital | Date started in CEE: 2019 | General manager: Rafał Słoń, Business Operations Lead; Eoin McCoy, GM

PWC Service Delivery Center

SSC Ocado Technology Poland

| Business type: Hybrid | Services Provided: Multifunctional | Global HQ: USA

| Business type: SSC | Global HQ: UK | General manager: Grzegorz Cempla , General Manager

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

SSC Quorum International

SSC Pearson

SSC QVC Global Business Services

| Business type: SSC | Services Provided: F&A, HR | Global HQ: UK | Date started in CEE: 2015 | General manager: Joanna Sroka, HR Director

| Business type: SSC | Services Provided: F&A, HR , and IT | Global HQ: USA | Date started in CEE: 2016 | Full Time Employees – December 2019: 400 | General manager: Adrian Marciszewski, Director

SSC PepsiCo Global Business Services | Business type: SSC | Services Provided: F&A, IT/SoftDev/Digital, Ops/Logistics/ Procure/Supply | Global HQ: USA | Date started in CEE: 2019 | General manager: Pawel Mleczko, GBS Director

SSC Perkin Elmer | Business type: SSC | Services Provided: F&A | Global HQ: UK | General manager: Iwona

Winner

Sylwia Natkaniec , HR Service Delivery Manager

SSC Rolls Royce HR Service Delivery | Business type: SSC | Services Provided: provides HR advisory and transactional services to Rolls-Royce EMEA employees (30,000+) | Global HQ: UK | Date started in CEE: 2014 | General manager:

SSC Sabre Global Development Center Tel.: 12 296 70 00 | Business type: SSC | General manager: Sebastian Drzewiecki , VP Global Development Center's Managing Director

SSC Sappi Shared Services Tel.: 12 363 28 03 | Business type: SSC | Services Provided: F&A. Shared Service Center performs various operations, supply chain and finance, divided into five teams, responsible for logistics, systems, procurement and reporting, rough planning and credit control. | Global HQ: Finland | Date started in CEE: 2012 | General manager: Bartosz Dyrkacz, Finance Shared Service Center Manager

SSC Schibsted Tech Polska Tel.: 12-222 00 48 | Business type: SSC | Services Provided: IT; Software engineering | Global HQ: Norway | Full Time Employees – December 2019: 170 | General manager: Katarzyna Kowalczyk , Country Manager

SSC Shell Shared Service Centre Poland Tel.: 48 22 570 00 00 | Business type: SSC | Services Provided: F&A, Contact

Best University-Business Cooperation – Poland

“Sector Skills Council for the Business Services Sector” (ASPIRE initiative)

CEE Business Services Directory

Kongsberg

CEE

Business Services Awards

2020

2020

Watch the Winner on YouTube www.EuropeanBusinessServices.com

33

Poland Kraków

Manager’s Profile

a human customer service agent, and we’re able to quickly automate key processes and give employees access to them, so clients can maintain compliance no matter how many of their people are off.

Automation has proved its worth in freeing people from repetitious, low-level tasks to focus on high-level tasks that really add value which is a positive benefit of the hybrid workforce – and has enabled us to keep working and learning during the crisis.

Director, Capita Polska, Krakow Parent Company: Capita plc, UK

What is your company doing in CEE? Capita Poland is a leading business services provider with over 600 employees, operating in two locations – Kraków and Łódź. Capita Poland started its journey in 2011 for over 20 prestigious external clients and internal shared services across sectors such as banking, transport and travel services, insurance, retail, automotive, multilingual customer service, finance, HR and IT services, procurement, legal and public sector.

Explain why your company set up operations in CEE. Our Polish operations in both Kraków and Łódź have been set up to utilise the highly skilled and educated talent pool available in a cost-effective operating model. This in turn has enabled us to provide industry leading services to both our internal shared services and external clients. The ability to source multilingual staff that are specialised in such a variety of key business sectors.

What are the immediate changes your BSC faces now because of the coronavirus issue?

Our priority at Capita is to protect the well-being of our colleagues, clients and partners – and to carry on serving the communities and societies in which we operate.

Homeworking and remote solutions for colleagues has been introduced for all employees to ensure the delivery of critical services.

In exceptional cases where office-based or on-location working is still necessary as part of our client and customer service, we are fully committed to make sure the well-being of our colleagues remains of the utmost importance.

We have implemented a dedicated Pandemic Planning Team to ensure we maintain our operations and capabilities as the situation evolves. Moreover, we are changing and adjusting IT services to current needs.

And over the next 1-2 years, what further changes to you foresee? (Do

Centre | General manager: Piotr Dziwok, General Director

BPO Sii Tel.: 12 390 61 70 | Business type: BPO | Services Provided: IT, Automatyka | Date started in CEE: 2011 | Full Time Employees – December 2019: 120

2020

you see any “silver linings” in terms of growth of services, etc.?)

Currently we are looking for new opportunities for both locations across a variety of industries with the intention to transition to an outcome based operating model that will better suit our client demands enabling us to utilise technology and embrace new ways of working in the future with a hybrid and agile model which will allow us to make financial savings that can be shared with our partners and ensure that we are cost competitive. We are currently exploring the potential reduction in office space to adjust to the hybrid working model with both existing and new sites being considered.

Process Automation/RPA – please tell us what your company is doing in this space. What will you be doing in 2020/2021, and what impact do you expect this to have in the next 2-3 years?

Capita has variety of external partnerships with world leading Robotic Process Automation (RPA) software providers including UiPath, Artificial IO in addition to a potential partnership with 360 Global. These partners will support Capita as it strengthens our digital capabilities; we use RPA in multiple businesses and contracts, for example in the insurance sector, where the automation services and tools in the claims assessing process.

We also have voice and text activation services that allow customers to quickly get reliable and accurate answers to their questions without having to wait to talk to

SSC SolarWinds | Business type: SSC | Services Provided: SSC: R&D and IT development | Global HQ: USA | Date started in CEE: 2015

SSC State Street Bank International | Business type: SSC | Global HQ: USA | Full Time Employees – December 2019: 2000 |

Given the shock of events in spring 2020, how are you adjusting your office environment and space requirements?

We are looking to reduce the amount of office space required by introducing the hybrid working model that will include a mix of homeworking and office-based solutions. The office space has been equipped with additional sanitary equipment including providing masks, gloves, sanitised stationery and sanitisation stations.

Talent and Employment Issues.

We have introduced a variety of cost savings initiatives across the entire Capita estate that have limited the financial impact that COVID-19 has had on the business. As we have such a diverse portfolio of clients and shared services, we have been able to reassign staff to different business units to meet demands and reduction in requirements. We have still recruited external candidates for specialist roles when required.

With the homeworking currently in place we have maintained regular contact with our teams and staff, encouraging virtual engagement sessions virtual coffee breaks and meetings. We have completed a business wide staff survey to ensure that we are able to react to the needs of our team during the pandemic including the loaning of office equipment to our employees to ensure that their home workspace is a comfortable and safe place to work. Where our people have expressed concerns around working from home, we have promoted the hybrid working model for those that need to return to the office ensuring that it is safe for re-entry including ensuring that social distancing is in place.

We are currently reassessing our training and succession plans that are in place to ensure that we can still promote personal development through digital and online learning platforms, session and webinars.

General manager: Scott Newman on an annual leave till 3rd.12, Director

CEE Business Services Directory

Harry Virdee

Lukasz Domoradzki , Site Operations Manager

BPO Stefanini EMEA

BPO Sterling Outsourcing

| Business type: BPO | Services Provided: IT Services/Software Development, Customer Support | Global HQ: Brazil | Date started in CEE: 2011 | General manager:

| Business type: BPO | General manager: Jeremy Milligan , Director

www.EuropeanBusinessServices.com

34

Poland Łódź

Symphony Solutions SSC Tesco CE Innovation Centre

SSC WilsonHCG

Tel.: 12 255 21 00 | Business type: SSC | Services Provided: F&A, R&D | Date started in CEE: 2014 | General manager: Krzysztof Burgieł , Senior Manager

Tel.: +48 12 88 111 32 | Business type: SSC | Services Provided: Recruitment Process Outsourcing (RPO), Talent Consulting, Executive Search, and Blended Talent Solutions | Global HQ: USA | General manager: Anna Stewart, Center Manager WilsonHCG Krakow

BPO Tivron | Business type: BPO | Services Provided: Client S&S, Client S&S, telemarketing | Date started in CEE: 2019

SSC Uber – Center of Excellence | Business type: SSC | Services Provided: customer services | Global HQ: USA | General manager: Daniel Habrat , Site Director

SSC UBS Business Solutions Poland Tel.: 12 399 70 27 | Business type: SSC | Services Provided: F&A, IT, Data Analytics, Legal, Compliance | Date started in CEE: 2008 | Full Time Employees – December 2019: 500 | General manager: Michal Stepien, Country Head

SSC Universal Investment

Xceedance Consulting Polska Sp. z o.o. | Business type: Managed Services Provider | Services Provided: F&A, Ops/Logistics/Procure/Supply, Process Excellence & Automation, Catastrophe & Exposure Management, Claims Management, Underwriting | Global HQ: USA (Ma.) | Date started in CEE: 2017 | Full Time Employees – December 2019: 34 | General manager: Marek Kaszczyc, Vice President, Country Head Poland

| Business type: BPO | Services Provided: Finance and accounting | Full Time Employees – December 2019: 85

SSC ABB Sp. Z o.o.

Tel.: 42 299 30 00 | Business type: SSC | Services Provided: SSC

BPO Accenture | Business type: BPO | Services Provided: Consulting, IT | Global HQ: USA | Date started in CEE: 2013 | Full Time Employees – December 2019: 100 | General manager: Witold Rogowski, Managing Director

ACS Solutions Poland/Xerox | Business type: Hybrid | Services Provided: F&A | Date started in CEE: 2001 | Full Time Employees – December 2019: 150

Agreeya Mobility Poland Sp. z o.o.

Tel.: 60 830 30 02 | Business type: Hybrid | Services Provided: R&D

AMG.net | Business type: Hybrid | Services Provided: IT, Customer Care | Date started in CEE: 2014 | Full Time Employees – December 2019: 100

SSC UPM – Kymmene

| Services Provided: | General manager: Barbara Sadowska , Managing Director

SSC Zurich Insurance Group

| Business type: SSC | Services Provided: F&A | Global HQ: Switzerland | Date started in

Tel.: 12 888 71 00

Łódź

SSC Zeitmann

zooplus Poland

SSC Walstead

General manager: Lalit Kumar Gupta, managing director

Tel.: 12 262 67 32 | Business type: SSC | General manager: Mariusz Michura, CEO

| Business type: SSC | Services Provided:

| Business type: SSC | Services Provided: IT | Global HQ: Finland | General manager: Andre Faust, Director Global Service Centre Kraków, HR Services

CEE: 2016 | Full Time Employees – December 2019: 200 | General manager: Katarzyna Kuglin, Head of SSC

Winner

AppYourself | Services Provided: IT, R&D | Global HQ: Germany | Date started in CEE: 2012

BPO Atos Origin

SSC B/S/H Group Tel.: 801 191 534 | Business type: SSC | Services Provided: R&D, IT | Date started in CEE: 2007 | General manager: Ewa Kolodziejczyk, Transition Manager

SSC Bank Pekao SA | Business type: SSC | Services Provided: Back-office, call centre | Full Time Employees – December 2019: 300

SSC Barry Callebaut Group Tel.: 42 612 8800 | Business type: SSC | General manager: Justyna Kierska , SSC Transformation Office Manager

SSC BFF Banking Group | Business type: SSC | Services Provided: the leading European financial services provider to suppliers of the Public Administrations | Global HQ: Italy

BPO Business Support Solutions S.A. Tel.: 42 612 8800 | Business type: BPO | Services Provided: Multifunctional | Date started in CEE: 2010 | Full Time Employees – December 2019: 332

SSC Arynga

BPO Capita

| Business type: SSC | Services Provided: IT, R&D | Date started in CEE: 2013 | Full Time Employees – December 2019: 40 |

Tel.: 42 288 07 00 | Business type: BPO | Global HQ: Ireland | Date started in CEE: 2007

Top Digital Services Provider – Poland

Sii Poland

CEE Business Services Directory

| Business type: SSC | Global HQ: USA | General manager: Magdalena Swat, Vice President of European Shared Services Center

Symphony (Sykes)

CEE

Business Services Awards

2020

2020

Watch the Winner on YouTube www.EuropeanBusinessServices.com

35

Poland Łódź

SSC Diebold Nixdorf.

Tel.: 225290123 | Business type: Call Center | Global HQ: Francja | Date started in CEE: 2010

| Business type: SSC | General manager: Emilian Mleczak, Head of Global Operations/Service Desk at Diebold Nixdorf

BPO CERI International Sp. z o.o. | Business type: BPO | Services Provided: BPO, Customer support services (contact center, claims), Services activation and administration, Receivables and payments services, Document management | Date started in CEE: 2003 | General manager: Tomasz Kwiatek, Service Manager.

SSC Citi Handlowy Tel.: 42 6127726 | Business type: SSC | Global HQ: USA | Date started in CEE: 2005

SSC Clariant Polska Sp z o.o.

Tel.: 42 279 09 79 | Business type: SSC | Services Provided: SSC: F&A | Global HQ: Switzerland | Date started in CEE: 2013 | Full Time Employees – December 2019: 30 | General manager: Tomasz Lesniewski, Head of Shared Service Center

SSC Commerzbank | Business type: SSC | Global HQ: Germany | Date started in CEE: 2016

BPO Conduent Tel.: 422917000 | Business type: BPO | Global HQ: USA | Date started in CEE: 2010 | General manager: Katarzyna Kijewska, Service Deliver Manager

BPO Contact Center sp. z o.o. | Business type: BPO | Services Provided: Telesales, sales support | Date started in CEE: 1999 | Full Time Employees – December 2019: In Poland: 5915 | General manager: Jakub Kloczewiak, President of the Board

BPO Cybercom Poland | Business type: BPO | General manager: Marzena Tyran, Head Of HR Department

BPO Deloitte Digital Tel.: 426771477 | Business type: BPO | Services Provided: BPO: Digital Services | Global HQ: USA | Date started in CEE: 1999

SSC DHL Express Tel.: 42 634 53 45 | Business type: SSC, Call Center | Global HQ: USA | Date started in CEE: 2007 | General manager: Marta Wojewnik, Head of Customer Service

2020

Digital Workforce | Business type: IT/Digital Services Provider (captive) | Services Provided: IT/ SoftDev/Digital, Client S&S, Client S&S, R&D, RPA | Global HQ: Finland | Date started in CEE: 2017 | Full Time Employees – December 2019: 100 | General manager: Kinga Chelińska Barańska , Country Manager

Dimar | Business type: Call Centre | Services Provided: Client S&S, Client S&S | Global HQ: Holland | Date started in CEE: 2007 | Full Time Employees – December 2019: 100 | General manager: Jasja van der Veen , MD

BPO DXC Technology | Business type: BPO | Global HQ: USA | Date started in CEE: 2012

SSC Elekta Business Services | Business type: SSC | Services Provided: SSC: F&A, HR, IT and Marketing | Date started in CEE: 2017 | Full Time Employees – December 2019: 130 | General manager: Marcin Janiszewski, Managing Director

SSC Ericpol Telecom Tel.: 42 664 25 00 | Business type: SSC | Services Provided: IT | Global HQ: Sweden | Date started in CEE: 2011

Ericsson | Business type: ITO | Global HQ: Poland | Date started in CEE: 1991

SSC Faurecia | Business type: SSC | Services Provided: HR, Global HR Management; IT help desk | Global HQ: Japan | Date started in CEE: 2014 | Full Time Employees – December 2019: 50 | General manager: Adam Chrobasik, Group Poland HR Director

Durzyńska-Prochowska, Head of Poland Global Delivery Center (acting)

SSC GE Power Controls Tel.: 42 677 71 03 | Business type: SSC | Global HQ: USA | Date started in CEE: 2004

GFT Tel.: +48 42 6630860 | Business type: ITO | Services Provided: service and software near-shore delivery operations | Global HQ: USA | Date started in CEE: 2008 | General manager: Piotr Kania, Exec Director, Head of Near-Shore Delivery

SSC Harman Tel.: 422881500 | Business type: SSC | Services Provided: developing automotive solutions including the company's summit car audio platform, Ignite platform, OTA software management and maps services. | Global HQ: USA | Date started in CEE: 2018 | Full Time Employees – December 2019: 350

Hexagon | Business type: R&D | Services Provided: Hexagon Geospatial, Hexagon Geosystems, Hexagon Technology Center | Global HQ: USA | Date started in CEE: 2018 | Full Time Employees – December 2019: 70 | General manager: Marek Brylski

BPO Infosys BPO Tel.: 422781500 | Business type: BPO | Services Provided: Finance, accounting and procurement services, Database management, SAP services, Risk management, tax management, Consulting | Global HQ: India | Date started in CEE: 2007 | Full Time Employees – December 2019: 700 | General manager: Agnieszka Jackowska , Center Head

SSC LSI Software Tel.: 42 680 80 90 | Business type: SSC | Services Provided: IT

SSC FlintGroup

Magellan

| Business type: SSC | Services Provided: F&A | Global HQ: USA | Date started in CEE: 2015 | General manager: Krzysztof Struszczak , Operations Director

| Services Provided: | Global HQ: Poland | Date started in CEE: 1999

SSC Fujitsu Global Delivery Center Poland | Business type: IT/Digital Services Provider (captive) | Services Provided: IT/SoftDev/Digital, Client S&S, Client S&S, R&D, – | Global HQ: Tokio, Japan | Date started in CEE: 2009 | General manager: Aleksandra

MakoLab | Business type: ITO | Global HQ: Poland | Date started in CEE: 1989

SSC mBank | Business type: SSC | Services Provided: Call center, Finance and accounting | Date started in CEE: 2001 | Full Time Employees – December 2019: 800

SSC McCormick Shared Services Tel.: 422907777 | Business type: SSC | Services Provided: Finance & Accounting | Global HQ: USA | Date started in CEE: 2014 | Full Time Employees – December 2019: 100 | General manager: Marta Maruszewska, Business Process Management Manager

Mellon | Business type: Call Center | Services Provided: Offices in Lodz and Warsaw | Global HQ: Greece | Date started in CEE: 2011

SSC Mobica | Business type: SSC | Services Provided: IT | Date started in CEE: 2007 | Full Time Employees – December 2019: 70

SSC Nordea Operation Center Tel.: 42 638 01 50 | Business type: SSC | Date started in CEE: 2014 | General manager: Mikolaj.

Lugowski@nordea.com, Head of Nordea Operations Centre

SSC PGE Obrót | Business type: SSC | Global HQ: Poland | Date started in CEE: 2014 | General manager:

SSC PKO BP | Business type: SSC | Global HQ: Poland | Date started in CEE: 2006

SSC PKP ENERGETYKA SSC | Business type: BSC/SSC/Captive | Services Provided: F&A, IT/SoftDev/ Digital, Client S&S, Client S&S, HR | Global HQ: Warsaw, Poland | Date started in CEE: 2017 | General manager: Mariusz Pietrzak, Head of SSC

Polar Night Software | Business type: ITO | Services Provided: SoftDev and Consulting | General manager: Henri Jaaskelainen, Founder

SSC Prudential | Business type: SSC | Services Provided: F&A | Date started in CEE: 2014

CEE Business Services Directory

Cardif Services

SSC PZU | Business type: SSC | Global HQ: Poland | Date started in CEE: 2010

BPO Randstad Payroll Solutions Sp. z o.o. | Business type: BPO | Services Provided: Payroll and HR file administration | Date started in CEE: 1998 | Full Time Employees – December 2019: 75 | General manager: Katarzyna Plucinska, Managing Director

www.EuropeanBusinessServices.com

37

Poland Lublin

SSC Veolia Energia Łódź | Business type: SSC | Services Provided: F&A, HR&payroll, IT, Risk Management & Insurance | Date started in CEE: 2006 | General manager: Jowita MytnikSkala, Site Director

SSC Sanitec Kolo | Business type: SSC | Services Provided: Ops/ Logistics/Procure/Supply | General manager: Adam Dymek, CFO

SSC Signify | Business type: SSC | Services Provided: F&A, Finance Services Center (FSC) | Global HQ: Holland | Date started in CEE: 2017 | General manager: Lion Paauwe, Director Finance Services Center

T-mobile | Business type: Call Center | Global HQ: Poland | Date started in CEE: 2000

SSC Takeda SCE Sp. z o.o Tel.: 42 273 20 00 | Business type: SSC | Services Provided: F&A, customer service | Global HQ: Japan | Date started in CEE: 2010 | General manager: Monika Moser, Head of Shared Service Center Takeda

BPO Target Pro Tel.: 42 253 77 00 | Business type: BPO | Services Provided: Sales Outsourcing | Global HQ: Poland | Date started in CEE: 2007 | General manager: Łukasz Gajewski , CEO

SSC Tate&Lyle Global Shared Services Centre Tel.: 42 272 46 01 | Business type: SSC | Services Provided: SSC | Global HQ: UK | Date started in CEE: 2011 | General manager: Milosz Aleksander, Head of Global Shared Services

SSC TomTom | Business type: SSC | Services Provided: ITO | Global HQ: USA | Date started in CEE: 2007 | Full Time Employees – December 2019: 205

Transition Technologies S.A., PSC Tel.: 42 664 97 20 | Business type: Hybrid | Services Provided: IT | General manager: Szymon Bartkowiak , CEO

SSC Unicredit Business Integrated Solutions | Business type: SSC | Services Provided: IT | Date started in CEE: 2006 | Full Time Employees – December 2019: 100

SSC UPS Global Business Services Tel.: +48 42 290 92 00 | Business type: SSC | Services Provided: F&A, Logistics, First Call Resolution, Delivery Information | Global HQ: USA | Date started in CEE: 2015 | Full Time Employees – December 2019: 140 | General manager: Jacek Myszka , Site Director

2020

BPO Genpact Poland Sp. z o.o.

Vistex

Tel.: 81 469 63 13 | Business type: BPO | Services Provided: F&A, OTC, STP | Date started in CEE: 2009 | Full Time Employees – December 2019: >250 | General manager: Calin Avram

Tel.: 42 206 74 77 | Business type: IT | Services Provided: IT | Global HQ: USA | Date started in CEE: 2008

SSC Kredyt Inkaso Centrum Operacyjne w Lublinie

SSC Warta insurance | Business type: SSC | Global HQ: Poland | Date started in CEE: 2001

SSC Whirpool EMEA S.p.A. Tel.: 42 645 51 01 | Business type: SSC | Services Provided: F&A. | Global HQ: USA | Date started in CEE: 2017 | Full Time Employees – December 2019: 200 | General manager: Andrea Marciandi, EMEA Shared Services Director

Tel.: 81 464 85 99 | Business type: SSC/BPO | Full Time Employees – December 2019: 50-100

SSC Lingaro | Business type: SSC/BPO | Date started in CEE: 2019 | General manager: Filip Merkleyn, Site Director

SSC Mobile Knights (formerly SST Sp. z o.o.)

ZETO

Tel.: 48506785565 | Business type: SSC/BPO | Full Time Employees – December 2019: 50-100

| Business type: Hybrid | Services Provided: IT centre

SSC OEX Voice CC

SSC ZF Group Engineering Centres

| Business type: SSC/BPO | Full Time Employees – December 2019: >250

| Business type: SSC | Services Provided: Engineering Services: planning and budget controlling, HR | Global HQ: Germany | Date started in CEE: 2017 | General manager: Rafał Zatorski, GM

Lublin

SSC Open Finance S.A. | Business type: SSC/BPO | Services Provided: Call Center. | Full Time Employees – December 2019: 100-150

OPTeam S.A.

Asseco Business Solutions S.A.

| Business type: ITO | Full Time Employees – December 2019: 18537

Tel.: 81 535 30 00 | Business type: ITO | Services Provided: IT | Full Time Employees – December 2019: >250

Optronik Sp. z o.o. Przedsiębiorstwo Innowacji Technicznych

Britenet Sp. z o.o. (oddział Lublin) Tel.: 81 527 86 75 | Business type: ITO | Services Provided: IT | Full Time Employees – December 2019: 200-250

BPO CapGemini Cloud Infrastructure Services | Business type: BPO | Date started in CEE: 2020 | General manager: Dominika Kowalska, Vice President, Head of Eastern Europe Managed Services.

Compugroup Medical Sp. z o.o.

Tel.: 81 444 20 15 | Business type: ITO | Full Time Employees – December 2019: 150-200

SSC Concentrix Tel.: 81 458 10 54 | Business type: SSC/BPO | Full Time Employees – December 2019: 200-250

SSC Cushman&Wakefield | Business type: SSC/BPO | Global HQ: USA | Full Time Employees – December 2019: <10

Tel.: 81 743 85 15 81 743 85 15 | Business type: ITO | Full Time Employees – December 2019: 18537

SSC ORANGE Polska | Business type: BSC/SSC/Captive | Services Provided: Business Support | Global HQ: Paris / France | Full Time Employees – December 2019: 250 | General manager: Michal Wierzbowski, SSC General Manager

SSC Pakke | Business type: SSC | Global HQ: Denmark | General manager: Magdalena Dura, CFO

SSC PKO BP Tel.: 81 537 36 10 | Business type: SSC/BPO | Services Provided: Contact Centre | Date started in CEE: 2000 | Full Time Employees – December 2019: >250 | General manager: Agnieszka Bonety?ska, Contact Center Manager

SSC Poltel Sp. z o.o.(formerly Coltel) Tel.: 81 531 08 41 | Business type: SSC/BPO | Full Time Employees – December 2019: 150-200

SSC Proama Tel.: 81 460 72 07 | Business type: SSC | Services Provided: SSC | Date started in CEE: 2011 | Full Time Employees – December 2019: 250

BPO Proservice | Business type: BPO | Services Provided: Engineering Services | Global HQ: Egypt | Date started in CEE: 2019

SSC Quad Graphics | Business type: SSC/BPO | Full Time Employees – December 2019: 18537

SSC Randstad Payroll Solutions | Business type: SSC/BPO | Full Time Employees – December 2019: 50-100

Transition Technologies Sp. z o.o.

Tel.: 81 46 03 470 | Business type: ITO | Services Provided: ITO | Full Time Employees – December 2019: 50-100 | General manager: Urszula Kwiatkowska

Venture Devs | Business type: ITO | Services Provided: IT/SoftDev/Digital, provide digital product strategy, team augmentation, design, & development services to startups & global enterprises. | Date started in CEE: 2019

Voice Contact Center Sp.zo.o. (Lublin, Lodz) ZETO Tel.: 81 718 42 00 | Business type: ITO | Full Time Employees – December 2019: 18537

Luboń

SSC Pekao Faktoring Sp. z o.o.

BPO OEX Business Services

| Business type: SSC/BPO | Full Time Employees – December 2019: 50-100

Tel.: 61 886 25 00 | Business type: BPO | Services Provided: BPO, Customer Operations, DocumentManagement, Marketing | Global HQ: Poland | Date started in CEE: 2011 | Full Time Employees – December 2019: < 50 | General manager: Przemyslaw Bogdanski, Managing Director field marketing

SSC PhlexGlobal Tel.: 81 460 56 40 | Business type: SSC/BPO | Services Provided: BPO | Global HQ: UK | Date started in CEE: 2016 | Full Time Employees – December 2019: 50-100 | General manager: Kamila Kucharczyk-Biernacka, Site Manager

CEE Business Services Directory

SSC Samsung Poland R&D Center | Business type: SSC | Services Provided: IT R&D | Date started in CEE: 2013 | Full Time Employees – December 2019: 250

www.EuropeanBusinessServices.com

38

Poland Mława

SSC LG Electronix | Business type: SSC | Services Provided: R&D | General manager: Ewa Lis, PR Manager

Nadarzyn

| Business type: BPO | Services Provided: ITO | Global HQ: France | Date started in CEE: 2013 | Full Time Employees – December 2019: 166 | General manager: Daniel Habrat

BPO Ista (ISS Poland)

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

Tel.: 22 738 69 00 | Business type: SSC | Global HQ: Germany | General manager: Marta Stefanska, PR & Communication Manger

Olsztyn

| Business type: BPO | Services Provided: BPO | Global HQ: Germany | Date started in CEE: 2015 | Full Time Employees – December 2019: 1300 (Opole, Gliwice, Katowice) | General manager: Jacek Styczeń, Prezes

BPO Opta data Sp. z o.o. | Business type: BPO | General manager: Wilfried Engel

Citi

BPO Transcom Worldwide Poland Sp. z o.o. | Business type: BPO | Full Time Employees – December 2019: 500

Opole Axxiome Polska Sp. z o.o.

Tel.: + 48 71 750 40 50 | Business type: Hybrid | Services Provided: IT | General manager: Roland Szymik, Senior Technical Consultant

SSC Bright Coders' Factory Tel.: 696496531 | Business type: SSC (R&D) | Services Provided: IT Services/Software Development | Global HQ: Poland | Date started in CEE: 2016 | Full Time Employees – December 2019: 20 | General manager: Wies?aw B?ysz, CEO

Poznań BPO AddconnectContact Center

Apzumi

| Business type: BPO | Services Provided: Customer Operations | Global HQ: Poland | Date started in CEE: 2012 | Full Time Employees – December 2019: 100-200

| Business type: IT | Global HQ: USA | Date started in CEE: 2013 | General manager: Lukasz Andrzejczyk

SSC ADM

| Business type: BPO | Services Provided: BPO/ITO, IT (70), Contact center (600), F&A (50), Debt collection | Global HQ: Germany | Date started in CEE: 1994 | Full Time Employees – December 2019: >1000 | General manager: Malgorzata Rózanska, Director, PR and Marketing

| Business type: SSC | Services Provided: F&A | Global HQ: USA | Date started in CEE: 2014 | Full Time Employees – December 2019: 200 | General manager: Karolina Frank, Interim EMEA GBS Director

BPO AdministrationPersonnel Services

| Business type: BPO | Global HQ: USA

| Business type: BPO | Services Provided: Customer Operations | Global HQ: Germany | Date started in CEE: 2013 | Full Time Employees – December 2019: 500-1000 | General manager: Tomasz Hadzik

BPO PwC Service Delivery Center (Opole)

| Services Provided: | Global HQ: USA

| Global HQ: Germany | Date started in CEE: 2005

SSC PZU S.A

Allegro

Tel.: 690953093 | Business type: SSC | Services Provided: SSC | Global HQ: Poland | Full Time Employees – December 2019: 50

| Business type: IT | Global HQ: UK | Date started in CEE: 1999 | Full Time Employees – December 2019: 1000 | General manager: Marcin Mazurek, Technology Director

BPO Stefanini

Alphanumeric Systems Europe

| Business type: BPO or ITO provider (external services) | Services Provided: IT/ SoftDev/Digital | Global HQ: Brasil | Date started in CEE: 2011 | Full Time Employees – December 2019: 288 | General manager: Farlei Kothe, CEO EMEA

| Business type: ITO | Services Provided: IT service desk | Global HQ: USA | Date started in CEE: 2016 | General manager: Charlie Guerini, Senior Director of Global Operations and Head of Europe

Winner

Analyx | Business type: KPO | Services Provided: Agile marketing budget optimization

BPO arvato services

BPO Arvato Supply Chain Solutions Poland | Business type: BPO | Services Provided: Customer Service, Financial Services, Supply Chain Management | Global HQ: Germany | Date started in CEE: 1994 | General manager: Lidia Ratajczyk – Kluck

SSC BAE Systems Applied Intelligence | Business type: SSC | Services Provided: IT/ SoftDev/Digital, R&D, IT | Global HQ: UK | Date started in CEE: 2012 | Full Time Employees – December 2019: 100-200 | General manager: Krzysztof Kuc

BPO Banach Outsourcing | Business type: BPO | Services Provided: F&A, HR, HCM, consulting | Global HQ: Poland | Date started in CEE: 2014 | Full Time Employees – December 2019: < 50 | General manager: Katarzyna Banach, Prezes Zarzadu

Emerging City of the Year – Poland

Opole

CEE Business Services Directory

Mława

BPO Capgemini, Infrastructure Services

CEE

Business Services Awards

2020

2020

Watch the Winner on YouTube www.EuropeanBusinessServices.com

39

Poland Poznań

Manager’s Profile

nificantly minimize the amount of repetitive work in the next 2-3 years.

Director of GSK Tech Center GSK (Poznan) Parent CompanyGSK, London

What is your company doing in CEE? GSK Business Service Center in Poznan was established in 2005 and since then has been constantly developing and growing, both in human capital numbers and services provided. Today we employ more than 800 experts.

BSC consists of Tech Center and Finance Hub. Tech Center is the part of global IT organization, managing worldwide services supporting our three business. Poznan tech teams contribute to a medicine lifecycle from research and development through production to sales. Our engineers and experts specialize in the areas like: cyber security, research & development (R&D IT), manufacturing, monitoring and management systems, operations, data base and data warehouse, group cooperation tools, CRM applications, mobile applications and Multi Channel Marketing Services.

Explain why your company set up operations in CEE. Almost 15 years ago we’ve chosen Poznan.

We have a pharma factory here, but this is not the only reason why we are here. It is because of the talent pool in Poznan, macroeconomy in Poland, but also proximity to London headquarters and European time zone. Ongoing growth of Poznan Center is a result of successful work of our teams, which proved that they can build, release and maintain most of IT services with the highest quality. Teams’ maturity brought to Poznan more advanced processes and e2e product management. Also senior leadership roles as well as key roles are more and more often located in our BSC. Ability to learn quickly and proactiveness and creativity in finding solutions are hallmarks in our GSK world. We value diversity and 50% of our site leadership team are women.

What are the immediate changes your BSC faces now because of the coronavirus issue?

Billennium | Services Provided: HR for IT industry

SSC Bridgestone EBS Tel.: 226061816 | Business type: SSC | Services Provided: F&A, Legal, HR, Controlling, SSC | Global HQ:

2020

We moved to fully remote work in the middle of March and continue this mode till today.

It was a quick decision that showed that our team is flexible, creative and smart, so despite unpredictable challenges, we were able continue support GSK global business without major disruptions. In the first weeks of lockdown, we managed to move our recruitment and on-boarding processes to fully remote.

And over the next 1-2 years, what further changes to you foresee? (Do you see any “silver linings” in terms of growth of services, etc.?)

Experiences and lessons learned from COVID time will shape the future of Tech and shared services industry. We are now aware that our ways of working may be different – we are able to work efficiently remotely and save time that we used to spend on commuting. On the other hand remote work create new challenges that we need to focus on, so together with leadership team we are looking for new ways of working that will be based on the sum of experiences coming from present situation.

Process Automation/RPA – please tell us what your company is doing in this space. What will you be doing in 2020/2021, and what impact (employment, processes) do you expect this to have in the next 2-3 years?

RPA and Automation are within top priorities for Tech and Finance teams. We are already investing in Automation technology, such as Virtual Assistants or ChatBots to improve the productivity of the workforce. The digital wave will accelerate healthcare industry, so I expect that due to automation we will sig-

Japan | Date started in CEE: 2011 | Full Time Employees – December 2019: 100-200

SSC BZ WBK Obszar Direct Banking | Business type: SSC | Services Provided: Finance | Full Time Employees – December 2019: 50-100

Given the shock of events in spring 2020, how are you adjusting your office environment and space requirements?

As Tech, we are able to work fully remotely, nevertheless there are employees that wanted to work from office to be more efficient or have required office working environment. For this group we have implemented very strict safety procedures to assure that risk for our employees is minimalized. Right now, we are analysing possible scenarios for the future – how will our work look like (remote/office based ratio) and what will be the character of the office (meeting place/ creative space vs. regularly visited). Having this decision, we will start to adjust our office environment to “new normal”.

Talent and Employment Issues.

It is not a mystery that we are dealing with an employee-driven market within Tech industry.

To attract top talents, you must pay competitively, assure great working environment, build strong community and development opportunities. This is very vivid environment so together with HR team we react fast. At the end, I do believe that everybody wants to have an “interesting job”- that brings challenges, gives opportunity to grow and collaborate with unique teams. This is the environment that we as leaders must build on a daily basis.

2-3 specific bits of advice to other firms keen to optimize their SSC/BPO operations in CEE. Or advice to a “newcomer” considering setting up in CEE. People follow good leaders – do not hesitate to invest time and energy to find the best ones. Take care of the company culture with the respect of local characteristics. Keep looking for talents – provide them the best environment to let them spread the wings.

Share successes and failures and value courage as this is the fuel to innovation.

Manager with 17 years of experience in IT, e-commerce and management consulting. Prior to joining GSK, Tomasz worked for Naspers, where he was responsible for delivery of IT Services in CEE region.

Tomasz has experience in consulting industry, where he led a variety of projects across many industries including financial services, telecommunication, banking and healthcare.

CEE Business Services Directory

Tomasz Mechelewski

BPO Call4You | Business type: BPO | Services Provided: Client Services & Support, Client Services & Support, Customer Service, Data & Document Management | Global HQ: Poland | Date started in CEE: 2003

www.EuropeanBusinessServices.com

40

Poland Poznań

BPO Conectys

SSC Euroflorist

| Business type: IT R&D | Global HQ: France | Date started in CEE: 2015 | Full Time Employees – December 2019: 400 | General manager: Michal Mikucki, Head of Delivery NSC

| Business type: BPO | Date started in CEE: 2018 | General manager: Marlena Szymanek, Country Director

| Business type: SSC | Services Provided: F&A | Global HQ: Netherlands | Date started in CEE: 2015 | General manager: Natalia Głowicka, E-Commerce Manager

SSC Carl Zeiss Tel.: +48 61 62 68 600 | Business type: SSC | Services Provided: F&A – AP, AR, FA, GL | Global HQ: Germany | Date started in CEE: 2012 | General manager: Wolfgang Weckenmann, Director.

SSC Carlsberg Shared Services | Business type: BSC/SSC/Captive | Services Provided: F&A, IT/SoftDev/ Digital, Ops/Logistics/Procure/ Supply, Cient Services/Support, Cient Services/Support, HR, Intelligent Automation and Data Analytics | Global HQ: Copenhagen, Denmark | Date started in CEE: 2006 | Full Time Employees – December 2019: 400 | General manager: Emilia Adamowicz, Director Service Development & Operational Excellence

BPO Contact Center | Business type: BPO | Services Provided: contact center, sales, marketing research | Global HQ: France | Date started in CEE: 1999 | Full Time Employees – December 2019: 500-1000 | General manager: Dariusz Sawinski

BPO Deloitte BPO | Business type: BPO | Services Provided: Bookkeeping, Accounting, Payroll and HR administration | Global HQ: USA | Date started in CEE: 2008 | Full Time Employees – December 2019: 13

SSC DFDS | Business type: BSC/SSC/Captive | Services Provided: F&A, Ops/Logistics/Procure/ Supply, Customs | Global HQ: Denmark | Date started in CEE: 2013 | General manager: Radek Mierzejewski, Managing Director

SSC CEDC International

BPO Duni EFF

| Business type: SSC | Services Provided: F&A, Client Services & Support, Client Services & Support, SAP | Global HQ: Russia | Date started in CEE: 2015 | Full Time Employees – December 2019: 50-100 | General manager: Anna Chrobak, -wnd-

Tel.: 48616560701 | Business type: BPO or ITO provider (external services) | Services Provided: F&A, Client S&S, Client S&S, VAT Compliance | Global HQ: Sweden | Date started in CEE: 2005 | Full Time Employees – December 2019: <100 | General manager: Krister Gullström, General Manager

SSC CenturyLink Poland Sp. z o.o. | Business type: SSC | Services Provided: IT/ SoftDev/Digital, Operations Center provides IT End User support with 85 employees in 13 languages | Global HQ: USA | Date started in CEE: 2012 | Full Time Employees – December 2019: <100 | General manager: Tim Oldenburg, Operations Director

Cleeng | Business type: R&D | Services Provided: R&D, IT video solutions | Global HQ: Netherlands | Date started in CEE: 2015 | General manager: Mateusz Tymek, CTO

BPO Cognifide | Business type: BPO | Services Provided: IT, Software development | Global HQ: UK | Date started in CEE: 2005 | Full Time Employees – December 2019: 200- 500 | General manager: Marcin Stanczyk, Managing Director

SSC Computacenter | Business type: SSC | Services Provided: IT/ SoftDev/Digital | Global HQ: UK | Date started in CEE: 2018 | Full Time Employees – December 2019: 200 | General manager: Adam Wasilewski, Site Lead

2020

Egnyte | Business type: R&D | Services Provided: IT software development | Global HQ: USA | Date started in CEE: 2014 | Full Time Employees – December 2019: 100-200 | General manager: Piotr Malinski, VP, Engineering

SSC EXIDE Technologies SSC Sp. z o.o.

Tel.: 61 87 86 311 | Business type: SSC | Services Provided: F&A | Global HQ: USA | Date started in CEE: 2012 | Full Time Employees – December 2019: 50 | General manager: Marcin Głogowski, European Project Manager – Finance

BPO External Services sp. z o.o. | Business type: BPO | Services Provided: Payroll outsourcing, HR administration outsourcing | Date started in CEE: 2007 | Full Time Employees – December 2019: 50 | General manager: Piotr Rogala, President of the Board

SSC Fabres Tel.: 539 867 852 | Business type: ITO/SSC | Services Provided: IT/SoftDev/Digital, IT, F&A | Global HQ: Norway | Date started in CEE: 2015 | Full Time Employees – December 2019: <100 | General manager: Piotr Sawinski, Managing Director

Fandom powered by Wikia | Business type: R&D | Services Provided: IT/ SoftDev/Digital, IT | Global HQ: USA | Date started in CEE: 2007 | General manager: Andrzej Swedrzynski

FEV Group | Business type: R&D Auto | Services Provided: R&D | Global HQ: Germany | Date started in CEE: 2018 | General manager: Pior Sulkowski

BPO Finnchat | Business type: BPO | Services Provided: online chat | Date started in CEE: 2014 | Full Time Employees – December 2019: 50

SSC Elavon Merchant Services

BPO FlexDev

| Business type: SSC | Services Provided:

| Business type: BPO | Services Provided: IT/ SoftDev/Digital | Global HQ: UK | Date started in CEE: 2019 | General manager: Rafal Chomicz

SSC Enea SSC Tel.: 61 856 11 36 | Business type: SSC | Services Provided: F&A, IT/SoftDev/Digital, Ops/Logistics/ Procure/Supply, Client S&S, Client S&S, Provides services to Enea Group companies (over 10 000 people) | Global HQ: Poland | Date started in CEE: 2014 | Full Time Employees – December 2019: > 1000 | General manager: Krzysztof Kierzkowski, Site Director

Etteplan | Business type: R&D | Services Provided: IT/SoftDev/Digital, IT software development | Global HQ: Finnland | Date started in CEE: 2017 | General manager: Daniel Rogoz, Area Manager

SSC Franklin Templeton Investments Center | Business type: SSC | Services Provided: Transfer agent/ back office services/ fund accounting | Global HQ: USA | Date started in CEE: 2007 | Full Time Employees – December 2019: 800 | General manager: Krzysztof Wierzchowski, Vice President Operations

BPO Genpact PL Sp. z o.o. | Business type: BPO | Services Provided: F&A | Global HQ: India | Date started in CEE: 2013 | Full Time Employees – December

2019: 100- 200 | General manager: Małgorzata Żuchowska, VP, Poland Operations Leader

BPO GFT Poland Tel.: 61 880 09 01 | Business type: BPO/ITO | Services Provided: IT/SoftDev/Digital, IT/Advisory | Global HQ: Germany | Date started in CEE: 2013 | General manager: Maciej Paszta, Executive Delivery Manager

BPO Grant Thornton Frackowiak Tel.: 61 625 11 00 | Business type: BPO | Services Provided: BPO: F&A, Payroll, Consulting, Audit | Global HQ: UK | Date started in CEE: 1993 | Full Time Employees – December 2019: 200- 500 | General manager: Edward Nieboj, CEO

SSC GSK Finance Hub Tel.: 61 668 15 15 | Business type: SSC | Services Provided: CoE | Global HQ: UK | Date started in CEE: 2019 | General manager: Tomasz Mechelewski, Director of Business Service Center

SSC GSK Tech | Business type: SSC | Services Provided: F&A, IT/SoftDev/Digital, HR | Global HQ: UK | Date started in CEE: 2005 | Full Time Employees – December 2019: 600 | General manager: Tomasz Mechelewski, Director of BSC

Hicron | Business type: ITO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 2016 | General manager: Michal Guzek

BPO Holicon | Business type: BPO | Services Provided: Client S&S, Client S&S | Date started in CEE: 2004 | Full Time Employees – December 2019: 900

SSC Holiday Check | Business type: SSC | Services Provided: Client S&S, Client S&S | Global HQ: Switzerland | Date started in CEE: 2011 | General manager: Emil Podlaszewski

CEE Business Services Directory

Capgemini Software Solution Center

SSC Homag Services Poland | Business type: SSC | Services Provided: F&A, R&D (engineering, IT) | Global HQ: Germany | Date started in CEE: 2018 | General manager: Piotr Butkiewicz

Huawei | Business type: R&D | Services Provided: IT/SoftDev/Digital, R&D, IT, mobile technologies | Global HQ: China | Date started in CEE: 2016 | General manager: Norbert Meyer

SSC INGKA Business Service Center (IKEA) Tel.: 61 650 71 00

www.EuropeanBusinessServices.com

41

Poland Poznań

Manager’s Profile

Krzysztof Wierzchowski VP Securities Services & Poznan Site Head Franklin Templeton, Poznan Parent Company: Franklin Templeton, California (USA)

What is your company doing in CEE? Franklin Resources, Inc. is a global investment organization operating as Franklin Templeton. Our headquarters is located south of San Francisco, in San Mateo, California.

We have offices in 35 countries around the world, offer investment solutions and services in more than 170 countries, and maintain 250,000 advisor relationships. Following our upcoming acquisition of Legg Mason, we will have an even stronger, far reaching presence globally. We have been present in the Polish market for more than 20 years, which initially began with launching our Warsaw office to act as a regional hub for Central and Eastern Europe. We set up our shared services center in Poznan in 2007 and have continued to expand. Currently we have 1,000+ employees based in Poznan with various professional backgrounds and experiences.

Explain why your company set up operations in CEE. The key reasons behind doing business in Poland include its strategic location, investment potential and human resources.

Poland is situated in the heart of Europe and has good infrastructure, including convenient air, railway, road and sea connections with other countries across the continent. There are excellent economic conditions for investment and favorable labor costs. And Polish human capital offers a large and highly qualified talent pool. As for Poznan, it is the fifth most populous city in Poland, one of the country’s most important academic and cultural centers, home to a stable, modern economy, features a large number of knowledge-based services and offers a great quality of life.

What are the immediate changes your BSC faces now because of the coronavirus issue?

A major change - and one that we knew we had to make fast - was moving the company towards working from home at the beginning of the Covid-19 outbreak. This was a large operation, as the whole movement had to be executed globally. Franklin Templeton has more than 9000 employees so this was a significant change, but we were prepared for it from a technological perspective. We updated and adjusted all our processes to the new reality, our “new normal”, to make sure everything could be accomplished remotely without compromising the quality of our work

2020

or the client experience. Our Poznan facility was essential to helping make this transition smooth.

And over the next 1-2 years, what further changes do you foresee? (Do you see any “silver linings” in terms of growth of services, etc.?)

Almost all businesses were affected by the COVID-19 outbreak. Those that implemented innovations and adapted to the new environment increased business model resilience. Technology and talented employees have been a lifeline for minimizing the impact on business operations and processes. The next few years will no doubt bring even more evolving competitive landscape with the emergence of new business models and services.

High-quality business services might be a one of the competitive advantage factors.

Process Automation/RPA – please tell us what your company is doing in this space. What will you be doing in 2020/2021, and what impact do you expect this to have in the next 2-3 years?

It is not our aim to automate every piece of the business, we look for areas with frequent human error, slow completion time and tedious manual work. Once these areas are identified, we work with business stakeholders to match them with the key automation technology. We are focusing on process automation, intelligent business process management suites and integration platform as a service. The aim of this intelligent automation is to help us develop a connected business ecosystem by enhancing experiences across multiple touchpoints for customers, employees, partners and regulators.

Given the shock of events in spring 2020, how are you adjusting your office environment and space requirements?

Talent and Employment Issues.

Technology-wise, Franklin Templeton was ready to embrace this change from an operational perspective. However, people management had to change – and it did for the better. We focused even more so on our employees and their sense of security and well-being during this unprecedented time.

We have collected a variety of resources and tools to support our employees and their loved ones. They could choose what worked best for them – listen to a podcast, read an article, watch a video, learn from a webinar.

It presented an opportunity for our leaders to become even more present in people’s lives and this is something we definitely achieved as an organization. We have had more time for meaningful, personal conversations and the relationships that have grown will last.

2-3 specific bits of advice to other firms keen to optimize their SSC/ BPO operations in CEE. Or advice to a “newcomer” considering setting up in CEE. The word of advice for ‘newcomer’…preparation. Do not try to reinvent the wheel, establish contact with organizations representing the business services sector, gathering high profile companies which already conduct business in the area. Start dialogue with Investor Relations Department at the City Hall, to get local perspective and support. Check your network to see if you can get first-hand experience and advice from someone who has already set up a business in the region.

Krzysztof Wierzchowski, Site Head for Franklin Templeton Center of Excellence in Poznan and VP Securities Services. He has broad understanding of financial industry and significant experience working in multinational environment. Krzysztof has gathered the knowledge in both insurance, working for Legal & General, as well as banking sector during his tenure in HSBC. In Franklin Templeton since 2012 holding various roles and being involved in number of initiatives from the area of business strategy and operations.

www.EuropeanBusinessServices.com

CEE Business Services Directory

The safety of our employees remains top priority and both global and local emergency management groups continue to meet on a regular basis to respond appropriately to continuously changing situation. In general working from home has been effective, however we recognize, that some employees may have unique circumstances that make working from home particularly challenging.

We anticipate a gradual return to the office, but in order to minimize risk to employees and adhere to what likely will be an on-going social distancing guideline, this will be a phased and coordinated process. We have also established a new sanitary regime and followed the recommendations on how to work safely in the new office environment.

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Poland Poznań

BPO Intitek | Business type: BPO/ITO/R&D | Services Provided: IT/SoftDev/Digital, R&D, HR | Global HQ: France | Date started in CEE: 2014 | General manager: Frederic Schellenberg, Regional Director

BPO IT Kontrakt/Avenga | Business type: BPO/ITO | Services Provided: IT/SoftDev/Digital, software engineering services: Managed Services, Nearshore/Offshore, Shared Services Center/IT Outsourcing and Staff Augmentation. | Global HQ: Poland | Date started in CEE: 2012 | Full Time Employees – December 2019: 200-500

SSC LiNA Medical Polska Tel.: 61 222 2121 | Business type: SSC | Services Provided: F&A, IT/SoftDev/Digital, Ops/Logistics/ Procure/Supply, Client S&S, Client S&S, 100 | Global HQ: Denmark | Date started in CEE: 2005 | General manager: Danuta Kordylewska, Head of Business Services Center

SSC Lorenz Services

BPO Milengo | Business type: BPO | Global HQ: Germany | Date started in CEE: 2019 | General manager: Paulina Kowalak, Transition Project Manager

SSC LyondellBasell | Business type: SSC | Services Provided: F&A | Global HQ: Germany | General manager: Tomasz Motyka, Head of SSC EMEA

BPO Majorel Polska (prev. Arvato)

| Business type: ITO | Services Provided: IT/ SoftDev/Digital, IT & SAP solutions | Global HQ: Japan | Date started in CEE: 1995 | General manager: Katarzyna RejmerGrzeskowiak, COO & Operations Director

| Business type: BPO | Services Provided: customer operations (usługi CRM – contact center) | Global HQ: Germany | Date started in CEE: 2013 | General manager: Thomas Mackenbrock, CEO (Group)

SSC Jeronimo Martins Polska S.A.

SSC MAN Accounting Center

| Business type: SSC | Services Provided: F&A, IT/SoftDev/Digital, HR, F&A, HR | Global HQ: Portugal | Date started in CEE: 2011 | Full Time Employees – December 2019: 200-500 | General manager: Karol Wawrzynowski, SSC Director

| Business type: SSC | Services Provided: F&A, Payroll, Procurement | Global HQ: Germany | Date started in CEE: 2006 | Full Time Employees – December 2019: 400 | General manager: Karolina Kuddes, Shared Services Center Manager

SSC John Deere Business Service Centre

SSC Mars Financial Services

SSC Kennametal Tel.: (061) 665 65 01 | Business type: SSC | Services Provided: F&A | Global HQ: USA | Date started in CEE: 2010 | Full Time Employees – December 2019: 100 | General manager: Robert Mazurek, Finance Manager Central Eastern Europe, Vice Chairman of the Board

SSC Kleffmann Tel.: (61) 647-39-74 | Business type: SSC | Services Provided: Client S&S, Client S&S, agricultural market research services | Global HQ: Germany | Date started in CEE: 1993 | Full Time Employees – December 2019: < 50 | General manager: Krzysztof Karpiński, MD.

2020

SSC Miele Global Services | Business type: SSC | Services Provided: F&A, IT/SoftDev/Digital | Global HQ: Germany | Date started in CEE: 2019 | General manager: Anna Meduna, Managing Director

Tel.: (61) 86 49 700 | Business type: SSC | Services Provided: F&A, IT/SoftDev/Digital | Global HQ: Germany | Date started in CEE: 2008 | Full Time Employees – December 2019: <100 | General manager: Carsten Korthaus, MD and Group CIO

itelligence (NTT Data)

Tel.: 61 81 15 196 | Business type: SSC | Services Provided: F&A, F&A | Global HQ: USA | Date started in CEE: 2014 | Full Time Employees – December 2019: 100 | General manager: Joanna Kozlowska, Manager Financial Shared Services

2013 | Full Time Employees – December 2019: <100 | General manager: Marta Krzepkowska, SSC Director

| Business type: SSC | Services Provided: F&A, IT/SoftDev/Digital, Ops/Logistics/ Procure/Supply | Global HQ: USA | Date started in CEE: 2014 | General manager: Monica Prati, Site Director

SSC McKinsey EMEA Shared Services | Business type: SSC | Services Provided: F&A, IT/SoftDev/Digital, Robotics CoE | Global HQ: USA | Date started in CEE: 2011 | Full Time Employees – December 2019: 1000 | General manager: Hubert Skotkowski, Site Leader -EMEA Shared Services

Mentor Graphics Tel.: 48 61 659 84 16 | Business type: R&D | Services Provided: IT/ SoftDev/Digital, IT | Global HQ: USA | Date started in CEE: 2009 | General manager: Grzegorz Mrugalski, Development Engineering Manager

SSC Mexichem Shared Services Europe Tel.: 48 61 62225479 | Business type: SSC | Services Provided: F&A, IT/SoftDev/Digital, Ops/ Logistics/Procure/Supply | Global HQ: The Netherlands | Date started in CEE:

Mobica | Business type: IT | Services Provided: IT, software development | Global HQ: UK | Date started in CEE: 2017 | General manager: Natalia Urban, HR Manager

mTab | Services Provided: HR | Date started in CEE: 2019 | General manager: Paulina Pasiak, HR Director

SSC Newell Poland Services Tel.: 61 639 80 00 | Business type: SSC | Services Provided: Client S&S, Client S&S, HR | Global HQ: USA | Date started in CEE: 2013 | Full Time Employees – December 2019: 200-500 | General manager: Katarzyna Czapp, Senior HR Manager Eastern Europe

SSC Nordcloud | Business type: SSC | Services Provided: IT/ SoftDev/Digital, IT | Global HQ: Finland | Date started in CEE: 2017 | Full Time Employees – December 2019: <100 | General manager: Dariusz Dwornikowski, Global Head of Engineering

SSC O-I Business Service Center | Business type: BSC/SSC/Captive | Services Provided: F&A, IT/SoftDev/Digital, Ops/ Logistics/Procure/Supply | Global HQ: USA | Date started in CEE: 2014 | Full Time Employees – December 2019: 200 | General manager: Marco Sandei, BSC Director

BPO OEX Business Services | Business type: BPO | Services Provided: Ops/Logistics/Procure/Supply | Global HQ: Poland | Date started in CEE: 2011 | General manager: Artur Wojtaszek , CEO.

Open Text | Business type: R&D | Services Provided: IT/ SoftDev/Digital, IT | Global HQ: Canada | Date started in CEE: 2009 | Full Time Employees – December 2019: < 50 | General manager: Zbigniew Cieluba, General Manager Poland

SSC Osram | Business type: SSC | Services Provided: Client S&S, Client S&S | Global HQ: Germany | Date started in CEE: 2015 | General manager: Joanna RucińskaPaulik , HR Manager

Paymentwall | Business type: ITO | Services Provided: IT, digital commerce, online payments security | Global HQ: USA | Date started in CEE: 2016

Payworks | Business type: IT | Services Provided: IT | Global HQ: Germany | Date started in CEE: 2018 | General manager: Pawel Wozniak, Tech Lead

Pekabex | Business type: R&D | Services Provided: R&D in industry | Global HQ: Poland | Date started in CEE: 2017 | General manager: Przemyslaw Borek

SSC Pepco Tel.: 61 668 43 00 | Business type: SSC | Services Provided: F&A, IT/SoftDev/Digital, Ops/Logistics/ Procure/Supply | Global HQ: South Africa | Date started in CEE: 2015 | General manager: Marcin Stańko, Operations Director CEE

Polaris Laboratories Tel.: 61 627 21 90 | Business type: R&D | Services Provided: chemical analysis | Global HQ: USA | Date started in CEE: 2014

SSC Raben Management Services | Business type: SSC | Services Provided: F&A, IT/SoftDev/Digital, Ops/ Logistics/Procure/Supply | Global HQ: Netherlands | Date started in CEE: 2013 | Full Time Employees – December 2019: 100 | General manager: Malgorzata Liberska, SSC Manager

SSC Rehau | Business type: SSC | Services Provided: F&A, marketing services, translation services | Global HQ: Germany | Date started in CEE: 2015 | General manager: Felix Ramaekers, Director REHAU Business Service Center

CEE Business Services Directory

| Business type: SSC | Services Provided: F&A, IT/SoftDev/Digital | Global HQ: Sweden | Date started in CEE: 2010 | Full Time Employees – December 2019: 200- 500 | General manager: Anna FichtelStołecka, Office Operations Manager

SSC Roche IT Service Centre Tel.: 22 345 18 88 | Business type: SSC | Services Provided: SSC: IT | Global HQ: Switzerland | Date started in CEE: 2009 | Full Time Employees – December 2019: 200-500 | General manager: Piotr Sielimowicz, Senior People Manager

SSC ROCKWOOL Global Business Service Center | Business type: SSC | Services Provided: F&A, IT/SoftDev/Digital, HR, Group

www.EuropeanBusinessServices.com

43

Poland Radom

SSC Santander (BZ WBK) | Business type: SSC | Services Provided: F&A, IT/ SoftDev/Digital, Banking operations, cybersecurity | Global HQ: Spain | Date started in CEE: 2007 | Full Time Employees – December 2019: 300 | General manager: Michał Kasperczak , Head of Cybersecurity Dept

Selvita

Time Employees – December 2019: 200- 500 | General manager: Janusz Gocalek, President of the Board

TomTom | Business type: R&D IT | Services Provided: R&D IT, GPS, digital maps, AI, machine learning, IoT, BigData | Global HQ: Netherlands | Date started in CEE: 2017 | General manager: Marcin Liersz, Senior Software Engineer

BPO transcosmos, inc. | Business type: BPO | Services Provided: F&A, IT/SoftDev/Digital, Client S&S, Client S&S | Global HQ: Japan | General manager: Tim Mellaerts

| Business type: R&D | Services Provided: biotechnology, pharmaceutics | Global HQ: Poland | Date started in CEE: 2016

Transition Technologies

Sii

Unilever Polska Sp. z o.o.

| Business type: ITO | Services Provided: IT | Global HQ: France | Date started in CEE: 2010 | Full Time Employees – December 2019: 200-500 | General manager: Natalia Buczel, Regional Director

| Business type: R&D | Services Provided: FMCG | Global HQ: UK/The Netherlands | Date started in CEE: 2007 | General manager: Sabine Tandela

SNP Poland

SSC Veolia Centrum Usług Wspólnych Sp. z o.o.

| Business type: ITO | Services Provided: IT/SoftDev/Digital, IT | Global HQ: Germany | Date started in CEE: 1995 | General manager: Bartlomiej Buszczak, General Manager Eastern Europe

Sonalake | Business type: IT | Services Provided: IT, software development | Global HQ: Ireland | Date started in CEE: 2016 | General manager: Sławomir Dębczyński, COO

BPO Starter Services (ARC Europe Group) | Business type: BPO | Services Provided: IT/ SoftDev/Digital, Client S&S, Client S&S, services for other companies (B2B): car manufacturers (OEMs), leasing and car fleet management companies (CFMs), insurers and other entities operating in automotive industry. | Global HQ: Germany | Date started in CEE: 2000 | Full Time Employees – December 2019: 200 | General manager: Marek Zefirian, CEO

Sysnet Global Solutions

| Business type: ITO | Services Provided: ITO

Tel.: +48 61 8299210 | Business type: SSC | Global HQ: France | General manager: Jowita MytnikSkała, General Director

BPO ViaVox Call Contact Center | Business type: BPO/ITO | Services Provided: call center, help desk, chat, video contact center | Global HQ: Poland | Date started in CEE: 2004 | General manager: Marcin Pankau

SSC Volkswagen Group Services

SSC Centrum Przetwarzania Danych Ministerstwa Finansów

| Business type: IT | Services Provided: Software Development | Global HQ: Poland | Date started in CEE: 2013 | Full Time Employees – December 2019: 50

BPO Telbridge Radom

Concise Software Sp. z o.o.

| Business type: BPO | Date started in CEE: 2007 | Full Time Employees – December 2019: 200 | General manager: Artur Bakula

| Business type: IT | Services Provided: Software Development | Global HQ: Poland | Date started in CEE: 2011 | Full Time Employees – December 2019: 50

Ruda Śląska BPO Arteria SA | Business type: BPO | Services Provided: ITO | Full Time Employees – December 2019: 300-500 | General manager: Marcin Marzec, President of the Board

Rzeszów Ailleron S.A. | Business type: IT | Services Provided: Software Development | Global HQ: Poland | Date started in CEE: 2012 | Full Time Employees – December 2019: 80

SSC Alumeco Service Sp. z o.o. | Business type: SSC | Services Provided: Finance & Accounting, HR, Logistics, Supply Chain | Global HQ: DK | Date started in CEE: 2012 | Full Time Employees – December 2019: 65

Availo | Business type: R&D | Services Provided: Legal Services, LPO | Global HQ: Poland | Date started in CEE: 2011 | Full Time Employees – December 2019: 10

Borg Warner Poland Sp. z o.o.

SSC W.R.Grace

| Business type: CC/CS | Services Provided: Telemarketing, Customer Service | Global HQ: Poland | Full Time Employees – December 2019: 150

| Business type: SSC | Services Provided: Research Laboratory | Full Time Employees – December 2019: 20 | General manager: Jacek Walkowiak

SSC Wavin Polska S.A. Tel.: 616225479 | Business type: SSC | Services Provided: F&A, IT Services/Software Development | Global HQ: USA/Can/MX | Date started in CEE: 2013 | Full Time Employees – December 2019: 80 | General manager: Sławomir Borak, MD

Talex

ZETO

Tel.: 61 827 55 00 | Business type: ITO | Services Provided: IT outsourcing, Data Center, integration systems, implementation | Global HQ: Poland | Date started in CEE: 1989 | Full

| Business type: ITO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 1965 | Full Time Employees – December 2019: 50 -100 | General manager: Marek Majewski, Prezes Zarz?du

Comarch S.A.

| Business type: SSC | Services Provided: Public sector. Ministry of Finance consolidated some F&A functions.

| Business type: SSC | Services Provided: F&A, IT/SoftDev/Digital, Client S&S, Client S&S, R&D, HR, SAP | Global HQ: Germany | Date started in CEE: 2016 | General manager: Kinga ŻenowskaSztolcman., HR Director

| Business type: IT | Services Provided: Cyber security, compliance management | Global HQ: Ireland | Date started in CEE: 2015 | Full Time Employees – December 2019: 50 | General manager: Rafal Strus, Site Operations Manager

2020

Radom

Poland | Date started in CEE: 2007 | Full Time Employees – December 2019: 19

| Business type: R&D | Services Provided: Research & Analysis, R&D | Global HQ: USA | Date started in CEE: 2013 | Full Time Employees – December 2019: 150

Call Center Poland

BPO Carlson Wagonlit Travel | Business type: BPO | Services Provided: Customer Service | Global HQ: USA | Date started in CEE: 2008 | Full Time Employees – December 2019: 650

Centrum Zastosowań Informatycznych | Business type: IT | Services Provided: IT helpdesk/Application Administration, Software Development | Global HQ: Poland | Date started in CEE: 2000 | Full Time Employees – December 2019: 5

CI Games

D.A. Glass | Business type: R&D | Services Provided: R&D | Global HQ: Poland | Date started in CEE: 1989 | Full Time Employees – December 2019: 23

SSC Deloitte CE Business Services Center | Business type: SSC | Services Provided: IT helpdesk/Application Administration, Software Development, Financial Services, Finance & Accounting, Legal Services | Global HQ: GB | Date started in CEE: 2015 | Full Time Employees – December 2019: 420

Fibrain Sp. z o.o. | Business type: R&D | Services Provided: R&D | Global HQ: Poland | Date started in CEE: 2012 | Full Time Employees – December 2019: 36

BPO G2A.com | Business type: BPO | Services Provided: Research and Analises, R&D, Software Development | Global HQ: Poland | Date started in CEE: 2014 | Full Time Employees – December 2019: 700

BPO Grupa Call Center Poland | Business type: BPO | Services Provided: Telemarketing, Customer Service | Global HQ: FR | Date started in CEE: 1999 | Full Time Employees – December 2019: 200

SSC Hamilton Sundstrand Tel.: 17 888 20 00 | Business type: SSC | Services Provided: R&D | Global HQ: USA | Full Time Employees – December 2019: 200

CEE Business Services Directory

technology | Global HQ: Denmark | Date started in CEE: 2016 | Full Time Employees – December 2019: 270 | General manager: Ewelina Płocieniczak, Head of Rockwool GBS

Ideo Sp. z o.o. | Business type: IT | Services Provided: Software Development | Global HQ: Poland | Date started in CEE: 1999 | Full Time Employees – December 2019: 134

IT Works S.A. | Business type: IT | Services Provided: Software Development | Global HQ: Poland | Date started in CEE: 2009 | Full Time Employees – December 2019: 20

| Business type: IT | Services Provided: Software Development | Global HQ:

www.EuropeanBusinessServices.com

44

Poland Rzeszów

Manager’s Profile

Working from home will release the pressure on office space and enable us to make the office environment a better place to work.

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

Talent and Employment Issues.

To date we are able to meet our recruitment needs. Continuous Improvement and RPA is reducing the need to recruit and increasing the value-add from the staff.

Explain why your company set up operations in CEE. Based on experience of small team I established in Sandomierz in 2008, excellent staff, low cost country. IS team went from 5 to 50, now with all GBS 275 and expanding.

Completely self funding from savings made to the Group.

What are the immediate changes your BSC faces now because of the coronavirus issue?

• Mainly working from home.

• Successfully delivered Year end with 98% of team at home.

• Increased demand to help the Group reduce overheads in time of fiscal stress.

And over the next 1-2 years, what further changes to you foresee? (Do you see any “silver linings” in terms of growth of services, etc.?)

• Ability to work from home releases the pressure on office accommodation.

• Expect to see team grow to meet increase in demand for existing services to more of the Group’s entities; also add new services to the team’s work.

Process Automation/RPA – please tell us what your company is doing in this space. What will you be doing in 2020/2021, and what impact do you expect this to have in the next 2-3 years?

• RPA established over 2 years as a GBS service to the Group.

• Work with Automation Anywhere.

• Over 25,000 annualised automated to date with target of 40,000 by end March 2021.

• Self-funding.

• Expect big increase in demand and therefore the team.

Given the shock of events in spring 2020, how are you adjusting your office environment and space requirements?

JCommerce Sp. z o.o.

Modules Garden

| Business type: IT | Services Provided: Software Development | Global HQ: Poland | Date started in CEE: 2014 | Full Time Employees – December 2019: 12

| Business type: IT | Services Provided: Software Development | Global HQ: Poland | Date started in CEE: 2011 | Full Time Employees – December 2019: 51

Jeppesen a Boeing Company

MTU AeroEngines Poland Sp. z o.o.

| Business type: R&D | Services Provided: Research & Analysis | Global HQ: USA | Date started in CEE: 2016 | Full Time Employees – December 2019: 20

| Business type: R&D | Services Provided: IT helpdesk/Application Administration, Supply Chain, Research & Analysis, R&D | Global HQ: DE | Date started in CEE: 2011 | Full Time Employees – December 2019: 150

ML-System S.A. | Business type: R&D | Services Provided: Research & Analysis, R&D | Global HQ: Poland | Date started in CEE: 2007 | Full Time Employees – December 2019: 27

Mobica Ltd. | Business type: IT | Services Provided: Software Development | Global HQ: GB | Date started in CEE: 2015 | Full Time Employees – December 2019: 55

2020

Nestlé Quality Assurance Center | Business type: R&D | Services Provided: Research & Analysis, R&D | Global HQ: CH | Date started in CEE: 2013 | Full Time Employees – December 2019: 33

OPTeam S.A. | Business type: IT | Services Provided: IT helpdesk/Application Administration, Software Development, Research & Analysis | Global HQ: Poland | Date started

Give us some specific cost savings tactics of your firm in Q1/Q2 of 2020.

• Reduction in working capital by identifying best practices and rolling out to all entities served.

• Move into servicing the business units and their processes as well as the support functions.

• RPA opportunities, especially for the Japanese business b ut across the globe.

Worked in IT for 36 years in different industry sectors then established GBS for Finance, IT, Procurement, HR for Europe then global. Business value focus throughout career rather than technology for its own sake. Speak at various GBS events globally.

in CEE: 1992 | Full Time Employees – December 2019: 200

BPO PCG Academia Sp. z o.o.

USA | Date started in CEE: 2001 | Full Time Employees – December 2019: 540 | General manager: Weslaw Bomba, Director

| Business type: BPO | Services Provided: Finance & Accounting, Research and Analysis | Global HQ: Poland | Date started in CEE: 2015 | Full Time Employees – December 2019: 45

PrimeBit Studio Sp. z o.o.

SSC PGE Obrót S.A.

Sanofi

Tel.: 422 222 222 | Business type: SSC | Global HQ: Poland | Date started in CEE: 2014

| Business type: R&D | Services Provided: Research & Analysis | Global HQ: FR | Date started in CEE: 1985 | Full Time Employees – December 2019: 280

PGS Software S.A. | Business type: IT | Services Provided: Software Development | Global HQ: Poland | Date started in CEE: 2006 | Full Time Employees – December 2019: 260

Pratt & Whitney Rzeszów S.A. | Business type: R&D | Services Provided: Finance & Accounting, Supply Chain, Research & Analysis, R&D | Global HQ:

| Business type: IT | Services Provided: Software Development | Global HQ: Poland | Date started in CEE: 2014 | Full Time Employees – December 2019: 32

CEE Business Services Directory

What is your company doing in CEE? Main base in Sandomierz and Chmielow, Poland. Manufacturing, processing and sales of glass and services to rest of Europe

2-3 specific bits of advice to other firms keen to optimize their SSC/ BPO operations in CEE. Or advice to a “newcomer” considering setting up in CEE. • Consider avoiding the tier 1,2,3 locations for cost and staff availability reasons.

• Consider quality and standardization as more important than low cost.

• Ensure your staff have a career path not just a job.

SI Set(h) Sp. z o.o. | Business type: IT | Services Provided: Software Development | Global HQ: Poland | Date started in CEE: 2013 | Full Time Employees – December 2019: 29

Sii Polska Sp. z o.o. | Business type: IT | Services Provided: Software Development | Global HQ:

www.EuropeanBusinessServices.com

45

Poland Rzeszów Manager’s Profile

for going further digital and cultivating blended working model, with physical and virtual teams, fit for purpose collaborative means.

Head of HR Services for Europe at Signify (formerly Philips Lighting), Signify Poland, Parent Company: Signify, Amsterdam/Eindhoven

What is your company doing in CEE? Signify is the world leader in lighting.

We produce high-quality energy efficient lighting products, systems and services.

We employ 38,000 people in 74 countries.

CEE region, next to commercial organization is a base for HR Services Europe and Accounting Operations supporting global and regional processes. HR Services is a captive & hybrid shared service supporting HR processes: personal administration, payroll, and HR advisory. There are also co-located roles of global SMEs and Solution Specialists. 60 employees are based in Poland and further 20 in other 10 European country hubs, and 1 robot (for now). Some parts of the processes are outsourced.

Explain why your company set up operations in CEE. HR Services Europe was set-up in Poland as one of five delivery centers across the globe to support regional HR processes execution. The location strategy was taking into consideration labor arbitrage as well as proximity to internal client base and availability of skilled resources. That proved highly effective leading to further maturity grow in line with process standardization, optimization of services, automation and aligned competencies.

What are the immediate changes your BSC faces now because of the coronavirus issue?

We have managed to remain intact with the COVID issue, continuing to keep the high levels of service delivery. Obviously, immediately after the pandemic start the BCP triggered working from home. We have managed to find the balance between necessities of several activities that require physical operations and remote work. Overall organization governance had to be moved to virtual environment and to some extent difficult to replace with the same effect as face to face. Especially in the area of team engagement and operational excellence.

Poland | Date started in CEE: 2018 | Full Time Employees – December 2019: 30

SoftSystem Sp. z o.o. | Business type: IT | Services Provided: Software Development, Research &

2020

And over the next 1-2 years, what further changes to you foresee? (Do you see any “silver linings” in terms of growth of services, etc.?)

I am expecting further standardization of services, automation both via current platforms and RPA/AI, next steps in operational excellence leading to further maturity grow in the near future. There will be also some service scope shifts as few administrative processes need to be re-invented. I am envisioning further end to end process integration, that are now handled through different functions.

Process Automation/RPA – please tell us what your company is doing in this space. What will you be doing in 2020/2021, and what impact do you expect this to have in the next 2-3 years?

Signify has recently started its RPA journey.

We are currently at a point of harmonization the approach across functions and businesses, global governance has been triggered leveraging on one strategic vendor, for now UIPath.

RPA execution is handled via COEs in functions, like RPA COE within HR Services.

In HRS we have managed to establish local governance around RPA and build development competencies allowing for building and scaling solutions in line with business needs and triggers. I am expecting to further leverage on the RPA technology and in line with process standardization removing majority of manual activities within HR processes in the coming 2 years.

Given the shock of events in spring 2020, how are you adjusting your office environment and space requirements?

We are trying to re-imagine the way we operate. There is an easy way to re-launch of operations still assuring safe environment mainly based on social distancing. There seems to be a growing imperative but also an opportunity

Analysis | Global HQ: USA | Date started in CEE: 2001 | Full Time Employees – December 2019: 525

Talent and Employment Issues.

We were well-prepared for the turbulent times given earlier started transformation of Philips to Signify, mainly in response to transformation of lighting industry, a new world order and digitalization. Teams are well equipped to live the change and adopt to dynamic environment. As a part of the transformation competencies, personal development and career progression is key to success and progresses in line with processes standardization, automation and changes of scope of services. Increased individual costs of staffing are balanced with less capacity required and decreasing costs of automation.

The transformation requires a constant focus on teams engagement and works well with de-layered accountability.

2-3 specific bits of advice to other firms keen to optimize their SSC/ BPO operations in CEE. Or advice to a “newcomer” considering setting up in CEE. Win the loyalty, build good employee brand, a real one, not “for commercial purposes only”.

Engage employees, trust them with accountability, rely on them: bottom up works better than top down. Become inspiring, innovative, daring organization.

Give us some specific cost savings tactics of your firm in Q1/Q2 of 2020.

8% of costs reduction have been delivered in HR Services Europe in Q1-2, allowing the HR organization to keep up with a costs benchmark of 0.8% of Sales.

Piotr Andryszak heads HR Services Europe of Signify, formerly known as Philips Lighting. He is a matured professional running shared services organization for well over a decade. Domains of expertise ranged from functions like HR and Finance to Customer Operations and Supply Chain (or processes like QTC, P2P, R2R, H2R).

Experienced in setting up delivery centers, managing transitions of scope, stabilizing operations and transformations. Possessing MA degree from University of Economics in Poznań and Executive MBA in Program and Project Management with MSP©, Prince2©, M_o_R©, Change Management certifications from APMG. Instrumental in behavioral transformation of HR Services embedding performance culture. Piotr lives in Gdansk, Poland.

Unicall Communication Group Poland

ZETO Rzeszów Sp. z o.o.

| Business type: CC/CS | Services Provided: Telemarketing, Customer Service | Global HQ: Norway | Full Time Employees – December 2019: 85

| Business type: IT | Services Provided: IT helpdesk/Application Administration, Software Development, Data Centre/Infrastructure Management | Global HQ: Poland | Date started in CEE:

www.EuropeanBusinessServices.com

CEE Business Services Directory

Piotr Andryszak

46

Poland Sandomierz

Sandomierz SSC NSG Tel.: 0048 158326307 | Business type: SSC | Services Provided: F&A | General manager: Dominik Rykowski, Site Director

Skawina SSC CEZ Polska Shared Service Center Tel.: +48 12 277 8325 | Business type: SSC | General manager: Nikola Nagyova, Marketing & Communication Senior Specialist

Sosnowiec

| Business type: SSC | Services Provided: IT, HR, SoftDev, quality assurance, legal, F&A, Logistics | Global HQ: Denmark | Date started in CEE: 2015 | Full Time Employees – December 2019: 400 | General manager: Maciej Marcin Prusinowski, Board member

BPO Diebold Nixdorf Global Deliver Center EMEA | Business type: BPO | Services Provided: Customer Services Center for German-speaking customers | Global HQ: Germany | Date started in CEE: 2016 | Full Time Employees – December 2019: 100-250

GaveKal | Business type: Hybrid | Services Provided: BPO | Date started in CEE: 2008

BPO Argus

BPO Genpact PL

Tel.: 32 291 85 24 | Business type: BPO | Services Provided: BPO | Global HQ: Poland

| Business type: BPO | Services Provided: Services for German-speaking customers, in scope of F&A, Logistics, Back-office bank processes. | Date started in CEE: 2013 | Full Time Employees – December 2019: 100-250 | General manager: Pascal Henssen

Timken

Szczecin SSC 3Shape | Business type: SSC/R&D | Services Provided: IT, HR, F&A, R&D | Global HQ: Denmark | Date started in CEE: 2009 | Full Time Employees – December 2019: 100-250

brightONE Tel.: 91 814 45 55 | Business type: Hybrid | Services Provided: IT | Date started in CEE: 2013 | Full Time Employees – December 2019: 140 | General manager: Daniel Jab?o?ski, President of the Board

SSC Coloplast Business Centre Tel.: +48 91 881 75 00 | Business type: SSC | Services Provided: F&A, IT/SoftDev/Digital, Client S&S, Client S&S | Global HQ: Denmark | Date started in CEE: 2009 | Full Time Employees – December 2019: 250-500 | General manager: Wojciech Faszczewski, Vice President

BPO Concentrix | Business type: BPO | Services Provided: Client S&S, Client S&S | Full Time Employees – December 2019: 300 | General manager: Łukasz Lenczewski, Site Director

BPO CSP Customer Services Polska | Business type: BPO | Services Provided: Back-offices processes services | Global HQ: Germany | Date started in CEE: 2006 | Full Time Employees – December 2019: 100-250 | General manager: Patrycja Świtała-Owieśniak, HR Director

SSC DGS Business Services Sp. z o.o.

Tel.: 91 441-7700

2020

BPO Getsix | Business type: BPO | Services Provided:

GlobalLogic | Business type: IT | Services Provided: IT/ SoftDev/Digital, Szczecin office specializes in designing solutions for the Auto Industry in Embedded: C/ C++,Linux and Java | Global HQ: USA | Date started in CEE: 2014 | Full Time Employees – December 2019: 230 | General manager: Artur Perwenis, Delivery Center Head

General manager: Marcin Niczyporuk, CEO

Kongsberg Maritime Poland | Business type: IT | Services Provided: Services and sales of solutions for the Electronics and Maritime Automation Markets. | Global HQ: Norway | Date started in CEE: 2005 | Full Time Employees – December 2019: <100 | General manager: Adam Plath, Site Director

Macrobond Financial | Business type: IT | Services Provided: Data analysis, SoftDev, IT helpdesk, Data conversion and product support. | Global HQ: Sweden | Date started in CEE: 2008 | Full Time Employees – December 2019: <100

BPO Magemar Polska Sp. z o.o.

Tel.: 91 430 88 91 | Business type: BPO | General manager: Philippe Mairlot, Prezes

BPO Majorel (arvato Bertelsmann) Tel.: 91 351 85 00 | Business type: BPO | Services Provided: Multilingual customer services by telephone, email, chat and technical support. | Global HQ: Germany | Date started in CEE: 2004 | Full Time Employees – December 2019: 300 | General manager: Tomasz Wasikowski, Contact Center Manager

SSC Marine Technology Centre Co. Tel.: 918310935 | Business type: SSC | Services Provided: R&D | Date started in CEE: 1971 | Full Time Employees – December 2019: 100

SSC Metro Services PL

Client S&S, HR, HR, IT, Master Data, Control | Date started in CEE: 2013 | Full Time Employees – December 2019: 250-500 | General manager: Justyna Biełow, Head of SSC

Sapiens International Corporation | Business type: IT | Services Provided: Creation and development of software for the insurance industry and financial services sector. | Global HQ: Israel | Date started in CEE: 2015 | Full Time Employees – December 2019: <100

BPO TietoEVRY Tel.: 918144555 | Business type: BPO | Services Provided: IT/ SoftDev/Digital, IT services (Cloud and Software for Auto, Telecom and medical industries) | Global HQ: Finland | Date started in CEE: 2006 | Full Time Employees – December 2019: 250-500

SSC Unicredit Services Tel.: 91 430 2394 | Business type: SSC | Services Provided: IT/ SoftDev/Digital, Client S&S, Client S&S, HR, Banking support processes related to bank accounts and loans. | Global HQ: Italy | Date started in CEE: 2008 | Full Time Employees – December 2019: 600 | General manager: Karol Tymoszynski, Head of Global Competence Center

BPO Unizeto Tel.: 91480 1201 | Business type: BPO | Services Provided: IT | Global HQ: Poland | Date started in CEE: 2006 | General manager: Andrzej Bendig-Wielowiejski, President of the Board

SSC Wilhelmsen Business Service Center

Tel.: 91 455 31 50 | Business type: SSC | Services Provided: IT/ SoftDev/Digital, IT | Global HQ: Finland | Date started in CEE: 2002 | Full Time Employees – December 2019: 85 | General manager: Malgorzata Juzefowicz

Tel.: 91 486 66 00 | Business type: SSC | Services Provided: F&A, IT/SoftDev/ Digital, Client S&S, Client S&S, HR, CoE F&A for METRO companies. | Global HQ: Germany | Date started in CEE: 2012 | Full Time Employees – December 2019: 350 | General manager: Sylwia Kowalczyk, Director

InfinIT Codelab

Mobica

SSC Allegro IT Center

| Business type: IT | Services Provided: IT/ SoftDev/Digital, Creation and development of software for the Auto Industry and “In-Built” systems. | Global HQ: Poland | Date started in CEE: 2013 | Full Time Employees – December 2019: 100-250

| Business type: IT | Services Provided: SoftDev. | Global HQ: UK | Date started in CEE: 2013 | Full Time Employees – December 2019: 100-250 | General manager: Marek Gaborski, Site Manager

| Business type: SSC | Services Provided: IT | Date started in CEE: 1999 (since 2008 in Toru?)

SSC Huuugegames

Intive | Business type: IT | Services Provided: IT/ SoftDev/Digital, Creation and development of software for the Auto, Telecoms, Financial, Media and E-Commerce Industries. | Global HQ: Poland | Date started in CEE: 2016 | Full Time Employees – December 2019: 250-500 |

SSC REC Global | Business type: SSC | Services Provided: R&D | Date started in CEE: 2014 | Full Time Employees – December 2019: 50 | General manager: Daniel Jablonski, Chief Operating Officer,

SSC Salling Group Shared Service Center

| Business type: SSC | Services Provided: F&A and Admin Support. | Global HQ: Norway | Date started in CEE: 2012 | Full Time Employees – December 2019: 100-250 | General manager: Andrzej Kandula, Head of Business Service Center

Toruń

CEE Business Services Directory

1966 | Full Time Employees – December 2019: 102

BPO Cemtel | Business type: BPO | Services Provided: Customer support | Date started in CEE: 2000 | Full Time Employees – December 2019: 70

SSC CTDP | Business type: SSC | Services Provided: Customer support | Date started in CEE: 1999 | General manager: Kamila Karczewska, HR Manager

| Business type: SSC | Services Provided: F&A, IT/SoftDev/Digital, Client S&S,

www.EuropeanBusinessServices.com

47

Poland Toruń

Wojciech Faszczewski Vice President/Managing Director, Coloplast Business Centre, Szczecin, Parent Company: Coloplast A/S , Denmark

What is your company doing in CEE? Started in 2009 with mainly Finance and IT teams and today we are Global Business support centre for Coloplast entities across the World covering areas such as: finance, controlling, marketing leads, digital marketing, labeling, regulatory affairs, legal, business ethics, compliance, sales orders management, HR, electronic prescriptions management and few more. Each year we are adding new functions or geographic coverage as a response to the growth of our company.

Today our business centre family is about 485 employees.

Explain why your company set up operations in CEE. In 2008 Coloplast has undertaken restructuring into more global model and SSC was part of this plan. Poland and Szczecin has been selected from approx. 60 other locations worldwide. During the feasibility studies we narrowed down key criteria to just a few that made our decision easier: 1.Geographic location and proximity to our key markets and HQ. Szczecin has a long history of business relations with Denmark and other northern countries. There are good connections via car, flights from Berlin and recently even from Szczecin airport to Copenhagen. On the other hand, since we support approx. 40 countries we need good access to an international airport (Berlin, less than 2 hours).

2. Competition density. In 2009 we were the first SSC with that profile in Szczecin. It was easy to find first 30 talented employees. In bigger hubs like Wroclaw, Warsaw or Krakow we would be competing with big brands like Shell, Coca-Cola etc and back then our focus was mainly on kicking off this project without disturbance.

3. Access to talent. Szczecin has 15+ higher education schools/universities and most of the 20000 graduates leave the city or region. We found here great employees that we trained and developed so they can build success of our centre.

What are the immediate changes your BSC faces now because of the coronavirus issue?

We had to move the entire recruitment and onboarding process to online. In the last 4 months we have hired around 45 new employees as a result of our growing operations.

Now, in July we started to bring 25 % of

2020

employees back to the office so there is a coordination needed but is working very well.

And over the next 1-2 years, what further changes to you foresee?

Our Centre’s business model is very much aligned with the group structure and strategy.

Our group Executive Management is fully aware of capacity and competencies we have in Szczecin. That creates opportunities for further growth and honestly, some of the functions like biosafety/toxicology assessments or similar I never thought we can perform out of Poland. Our role is to continue to educate the rest of Coloplast and inspire leaders to include us in their business cases and growth plans. Out of that discussions, there are many new projects coming out that are difficult to predict.

Process Automation/RPA – please tell us what your company is doing in this space.

RPA is a tool and our approach to automation is much more holistic and long term. We are operating in medical devices sector which is heavily regulated. That defines and impact processes we are performing but consequently drives inefficiency. We are looking at end-toend processes for automation opportunities.

One end is consumer or doctor-facing and the other end is back office that is handing most of the process. So quality of input defines workload throughout the entire process. So we have built a tool box for capturing automation opportunities: EDI, e-invoicing, online forms, API integrations, RPA etc., and we deploy those solutions when the process is ready. Our focus on automation/digitalization is the road to build scalability in all transactional processes. And that has been part of our strategy for last two years and will be for another 4-5 years.

Talent and Employment Issues.

Labor market become much broader now. Remote work that many companies implemented helped to grow digital employees sector to large extend. That means that from Szczecin I can have access to candidates from other cities or even countries if they are willing to work remotely. On the other hand, competition for my employees could also increase. We did not observe that yet, maybe it’s too early, but there is a risk. On the other hand, I truly believe that retaining talents, motivating and stimulating engagement does not change in comparison to pre-covid. We are able to work remotely, but we are company that needs people in the office - with some working remotely. We have a strong culture focused on people and relations that translate into high engagement and results. With all the safety measures we have installed, its even better pace to be. I believe that now, reforming into complete on-line company will not work in the long run, as it would require changing our DNA and I don’t think it’s needed. I hope I am right but next few months will show.

Our business content, challenging projects, expansion will continue and that drives motivation and engagement of being part of a company of making life easier for consumers.

Employees understand that and as long as they feel they are part of this mission, the way it is fulfilled - remotely or in the office - is a secondary consideration.

2-3 specific bits of advice to other firms keen to optimize their SSC/ BPO operations in CEE. Or advice to a “newcomer” considering setting up in CEE. If you are setting up a new centre or exploring improvement opportunities within existing ones, focus on people. Give them a space and support they need to bring your ideas to reality. Listen to them actively and respond to that. On the other hand educate your executives on your competencies but also impact that your SSC/GBS can make to the group top line results. Educating is hard as you need to stay confident in front of many people, some skeptical. But if you believe you have right people in your team, your will get your mandate to grow.

My second advice is to avoid being part of ‘hype train’ for automation. Each company is different and so is the road to efficiency.

Quick win automation projects often leads to long term disasters. Focus on your own space, understand your processes, needs and data. Then you choose tools that can help you. Also look beyond your SSC/GBS scope to address also broader needs and improve entire the value chain. Pressure for short term improvements and gains is high but in my view, the only way to deliver value and build solid SSC is via long term approach. We have chosen that road some time ago and today I see it was a great decision.

www.EuropeanBusinessServices.com

CEE Business Services Directory

Manager’s Profile

48

Poland Tychy

| Business type: SSC | Services Provided: Customer support | Date started in CEE: 2010 | Full Time Employees – December 2019: 300

BPO Grant Thornton Tel.: 56 663 7041 | Business type: BPO | Services Provided: BPO, Outsourcing finansowoksi?gowy, Outsourcing kadr i p?ac | Full Time Employees – December 2019: 18 | General manager: Przemyslaw Polaczek, Managing Partner, International business centre Director

BPO Opus Capital NearShoring Torun Tel.: + 48 22 461 25 00 | Business type: BPO | Services Provided: BPO: F&A, IT Services/Software Development, HR or Payroll | Date started in CEE: 2008 | Full Time Employees – December 2019: 700

BPO Telbridge | Business type: BPO | Services Provided: Customer support | Date started in CEE: 2002

Telmon | Business type: Hybrid | Services Provided: Customer support | Date started in CEE: 2011

Tychy Opel / Vauxhall Shared Services Center | Services Provided: | Global HQ: USA

Wągrowiec SSC BENECKE KALIKO S A Tel.: 67 268 54 90; 262 49 83 | Business type: SSC | Global HQ: Belgium | General manager: Ryszard Wozniak, Board member

Wrocław

S&S, HR, Legal Services | Global HQ: USA | Date started in CEE: 2013 | Full Time Employees – December 2019: 300 | General manager: Jarek Toboła, Head Of European Shared Services

Balluff Tel.: +48 71 382 09 00 | Business type: Hybrid | Services Provided: R&D

SSC 3M Global Service Center Poland

BCF SOFTWARE Sp. z o.o.

Tel.: +48 71 3776202 | Business type: BSC/SSC/Captive | Services Provided: F&A, IT/SoftDev/Digital, Ops/Logistics/Procure/Supply, Client S&S, Client S&S, HR, KPO, Analytics, Marketing, Sales, MasterData Management | Global HQ: USA | Date started in CEE: 2015 | General manager: Vangelis Savvas, General Manager

| Business type: Software Engineering Services | Services Provided: IT/SoftDev/ Digital, R&D | Global HQ: Dolnośląskie | Date started in CEE: 2016

Acturis Poland Sp. z o.o.

Tel.: 71 330 65 75 | Business type: Hybrid | Services Provided: R&D ,IT | Global HQ: UK | Date started in CEE: 2013

BPO Birlasoft

SSC Align Technology

| Business type: BPO | Services Provided: IT

| Business type: SSC | Services Provided: Ops/Logistics/Procure/Supply, global medical devices | Date started in CEE: 2019

BPO BL Stream | Business type: BPO | Services Provided: IT | Date started in CEE: 1999 | General manager: Piotr Aniola

ArchiDoc SA (Grupa OEX)

SSC BNY Mellon

| Services Provided: | Date started in CEE: 2019

SSC AXA XL Tel.: 71 756 47 00 | Business type: SSC | Services Provided: F&A, IT/SoftDev/Digital, Ops/Logistics/ Procure/Supply, Client S&S, Client

Winner

SSC BD Tel.: 0048 71157-6420 | Business type: BSC/SSC/Captive | Services Provided: F&A, Ops/Logistics/Procure/ Supply, Client S&S, Client S&S, HR | Global HQ: Switzerland | Full Time Employees – December 2019: 500 | General manager: Grzegorz Pabian, European Shared Service Center Director

Tel.: 71 734 64 02 | Business type: SSC | Services Provided: SSC: F&A, Fund Accounting | Global HQ: USA | Date started in CEE: 2008 | General manager: Kevin Duddy, Head of European Fund Accounting

Bright Coders' Factory (BCF Software Sp. z o.o.)

Tel.: 48696496531 | Business type: R&D | Services Provided: IT/SoftDev/Digital, R&D | Global HQ: Poland | Date started in CEE: 2016 | Full Time Employees – December 2019: 33 | General manager: Wieslaw Blysz, CEO

BPO brightONE Tel.: 91 814 45 55 | Business type: BPO | Services Provided: R&D | Full Time Employees – December 2019: 250 | General manager: Jakub Borowczyk, Head of Business Development

SSC C.H.Robinson Poland Tel.: 71 719 23 00 | Business type: SSC | Services Provided: SSC: F&A | Global HQ: USA | General manager: Aneta Czarnocka, SSC Manager

BPO Capgemini, Software Solutions Center Tel.: +48 (71) 756 00 01 | Business type: BPO | Services Provided: BPO | Date started in CEE: 2004 | Full Time Employees – December 2019: 500 | General manager: Piotr Poprawski, Director Software Solutions Center

BPO Ciklum | Business type: BPO/ITO | Services Provided: Cybersecurity' | Global HQ: Ukraine | General manager: Andriy Lysyuk, Head of Cybersecurity

SSC CocaCola Poland Services

| Business type: SSC | General manager: Ewa

New-entrant BSC of the Year

Schaeffler Global Services Europe

CEE Business Services Directory

SSC Cyfrowy Polsat

CEE

Business Services Awards

2020

2020

Watch the Winner on YouTube www.EuropeanBusinessServices.com

49

Poland Wrocław

BPO Cogniance | Business type: BPO | Services Provided: IT | Date started in CEE: 2014

SSC Collins Aerospace Tel.: 71 714 80 09 | Business type: SSC | Global HQ: USA | General manager: Radek Majda, Sr. Director, Board President for Wroclaw Site

BPO CORE Services Tel.: 71 300 14 86 | Business type: BPO | Services Provided: outsourcing of IT staff.

SSC CREDIT SUISSE (Poland) (Center of Excellence) | Business type: SSC | Services Provided: F&A, HR, Procurement, Customer Service, Financial Services, Knowledge Process Outsourcing, IT Support, Reporting, Design & Publishing Services | Date started in CEE: 2015 | Full Time Employees – December 2019: 1000 | General manager: Katarzyna Jozefowicz , Head of CS Wroclaw

SSC CRISIL Global Research & Analytics (GR&A) | Business type: SSC | Services Provided: KPO Center (Mathematics) | Global HQ: USA | General manager: Monika Radomska, HR Manager at Crisil Global Research & Analytics-Standard & Poor\\'s company

SSC DeLaval Operations Tel.: 71 774 85 00

| Business type: SSC: Logistics & IT | General manager: Maciej Miaczynski , General Director

SSC Diehl Controls Tel.: 71 774 97 39 | Business type: SSC | Services Provided: R&D (Whitegoods) | Full Time Employees – December 2019: 100 | General manager: Juergen Hirath, CEO, Diehl Metal Applications

SSC Dolby Poland Tel.: +48-71-7352-300 | Business type: SSC | Services Provided: R&D | Global HQ: USA | Date started in CEE: 2012 | General manager: Lukasz Bratek, Director

BPO elevron | Business type: BPO | Services Provided: global leader in technology services and consulting with strong Nearshore delivery capabilities, and consulting, IT development and maintenance services | Date started in CEE: 2019 | General manager: Robert Boreczek, GM

SSC Espotel Poland Sp. z o.o. | Business type: SSC | Services Provided: IT Services/Software Development, R&D. Espotel is R&D design house specialized in Embedded Systems incl.

Internet of Things and Production Testing. | Date started in CEE: 2010 | Full Time Employees – December 2019: 75

SSC Etteplan Poland Tel.: 48668181511 | Business type: SSC (R&D) | Services Provided: IT Services/Software Development, R&D | Global HQ: Finland

Winner

| Date started in CEE: 2010 | Full Time Employees – December 2019: 180 | General manager: Maciej Sibinski , Managing Director

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

Tel.: +48 71 7143000 | Business type: SSC | Services Provided: F&A, IT Services/ Software Development, HR or Payroll, Knowledge management, Project management, Executive Assistants, Procurement, Creative services | Global HQ: USA | Date started in CEE: 2011 | Full Time Employees – December 2019: 700 | General manager: Dariusz Sus, Global Delivery Services Poland Leader

SSC Factor Tel.: +48 71 738 3400 | Business type: SSC | Services Provided: alternative legal services sector; focused on complex legal work at scale. | Global HQ: USA | Date started in CEE: 2014

SSC Fortum Power and Heat | Business type: SSC | Services Provided: Ops/ Logistics/Procure/Supply, Client S&S, Client S&S | Global HQ: Finland | Date started in CEE: 2019

SSC Fresenius Kabi Business Services Sp. z o.o.

Tel.: +48 71 756 4201 | Business type: SSC | Services Provided: Medical (BPO F&A,IT) | Date started in CEE: 2014 | General manager: Agnieszka Kuźmicka , VP, Head of SSC

SSC Gates Corporation | Business type: SSC | Global HQ: USA | Date started in CEE: 2019 | General manager: Izabella Naliwajko, HR Operations Manager Eastern Europe, France & Spain

BPO Getsix | Business type: BPO | Services Provided: F&A | General manager: Monika Martynkiewicz-Frank, Partner

SSC Global Logic Tel.: 71 711 8011 | Business type: SSC | Services Provided: ICT, software engineering services | Global HQ: USA | Date started in CEE: 2007 | Full Time Employees – December 2019: 350 | General manager: Piotr Krzysztofik, VP & CountryHead

Google | Business type: Hybrid | Services Provided: IT and marketing | Global HQ: USA | Date started in CEE: 2007 | General manager: Aleksandra Wojciechowska, Site Administration Business Partner

BPO Gorilla Group | Business type: BPO | Services Provided: IT/ help desk,software development | Global HQ: USA | Date started in CEE: 2014 | General manager: Yevgeniy Shevchenko , MD

BPO HCL | Business type: BPO | Global HQ: India

Hicron | Business type: Hybrid | Services Provided: ITO | Date started in CEE: 2006 | General manager: Bartosz Fudala

Business Services Firm of the Year – Poland

3M Global Service Center Poland

CEE Business Services Directory

Ereminowicz, Strategy & Insights Director

CEE

Business Services Awards

2020

2020

Watch the Winner on YouTube www.EuropeanBusinessServices.com

50

Poland Wrocław Manager’s Profile

lines. One of the most important aspects to take into account is our employees’ safety and mental comfort. Hence, the focus is placed on proper education, communication and awareness creation to emphasize the importance of the new sanitary rules, especially related to contact avoidance and extensive hygienic standards. In addition, the mix model, which combines working at the office and from home, have been introduced.

Managing Director, Board Member, Schaeffler Global Services Europe, Wroclaw, Parent Company: The Schaeffler Group, Herzogenaurach, Germany

What is your company doing in CEE? Schaeffler Global Services Europe (SGSE), a part of German-origin Schaeffler’s Group, has been a part of the business services community in Wroclaw since October 2018. The center provides services in the area of Finance, Human Resources, Purchasing, Logistics, IT, Transformation and constitutes the global Center of Robotic Process Automation Expertise in the Schaeffler Group.

Advanced service portfolio, ambitious targets achieved with people focus along the way led to shortlisting of SGSE among other reputable companies from the CEE region in the category of the New Entrant of the Year at the CEE Business Services Awards 2020.

Explain why your company set up operations in CEE. Schaeffler extended its presence in Poland in October 2018 with opening a multifunctional Shared Service Center in Wroclaw. Choosing Wroclaw as a destination was a very educated decision, based on important factors.

The city, being very open to people, has an extensive access to professional and talented pool of students and graduates. Wroclaw has a reputable Shared Service Centers and BPO tradition, with around 170 operating companies from the sector and about 50,000 of employees, working in them.

The ongoing support of the local organizations like ARAW Municipal Office, great infrastructure and large availability of modern office space, along with cultural events to offer added to the decisive factors to choose Wroclaw for the business destination. It is a city that provides good support for both job seekers and investors.

What are the immediate changes your BSC faces now because of the coronavirus issue?

2020 pandemic circumstances have accelerated switching to a new model for SSC sector, also in CEE region. We can expect a cultural and mindset change towards both a remote but office-based working conditions. So far, being physically in an office building has been a “norm” for most companies, with an occasional home office. We can foresee two main behavioral schemes, one would be to appreciate being a part of a bigger community at the workplace and the other for the leadership to build even stronger trust of delegating, which is critical for remote team management. It is worth to emphasize the fact that currently

2020

Watch on YouTube

employees’ motivation level and productivity have not decreased and they remain high, in some cases it has even increased. Nevertheless, some may miss being a part of community and togetherness that can be obtained when we face each other in a real time.

And over the next 1-2 years, what further changes to you foresee? (Do you see any “silver linings” in terms of growth of services, etc.?)

Speaking about Poland, SSC sector is expected to grow by 10% in 2020 (by an expansion of existing center’s service portfolio in 30% and by new investments in 70%), which constitutes a solid base for a business extension and higher demand for office space. I think the crisis will not stop these ambitious plans but for sure will calibrate them in purpose to adjust to business expectations.

Process Automation/RPA – please tell us what your company is doing in this space. What will you be doing in 2020/2021, and what impact do you expect this to have in the next 2-3 years?

SGSE RPA journey has started in 2018 and had a ramp up phase in 2019 during which we have implemented UiPath platform and created Center of Excellence in Wroclaw managing RPA implementation company wide. Our current focus is placed on scaling and extension of RPA services to the other regions mainly by building regional teams.

Our approach for the next couple of months is to find proper use cases which can be reutilized in other places in organization. We are focusing as well to combine more advanced technologies, like chatbots and decision models alongside with RPA. Given the shock of events in spring 2020, how will you adjust your office environment and space requirements?

The new reality requires a definite change-ofapproach for the effective use of office space.

The best scenario is based on providing the most comfortable yet the safest conditions for our employees in close alignment with corporate and governmental precautions guide-

Talent and Employment Issues.

The key to successfully build and sustain employee oriented environment today lies in building the best virtual customer’s experience. Furthermore, the ongoing engagement of all involved parties, including employees, HR, Management and Recruitment, as well as having a clear vision and common goals form a foundation for employee’ motivation.

The new operational model consists of interviewing and onboarding introductions online.

Attention is placed on providing support, addressing the needs, sharing opinions and keeping regular contact. The main approach is not to treat 2.0 reality as a “show-stopper”, but rather as an enhancer.

2-3 specific bits of advice to other firms keen to optimize their SSC/BPO operations in CEE. Or advice to a “newcomer” considering setting up in CEE. Setting up a new business center always represents a big milestone for every company.

It requires mutual cooperation with other business organizations and associations that will help in the initiation/ stabilization process. I find Wroclaw environment to be very supportive in that field. I am of the belief in the magic of knowledge-sharing and great relationship-building, which happen to have an important effect on a company’s fresh start. Last but not least is to take a very good care of your future employee base, as Wroclaw has an outstanding talent potential.

Annas has been Managing Director and Board Member at Schaeffler GSE since October 2018.

Holds a Master’s degree of Management Faculty, Enterprise Management, Finance and Accounting, MBA. Her 20+ years of experience was gained in business support services, consulting and continuous improvement processes and she also ran her own company for over 6 years. She established a Shared Services Center for European and American corporations with locations in North America, Australia and Europe, as well as created a long-term personnel management strategy. She has been successful in building engagement to achieve a high level of services for internal and external clients. As a firm believer in social potential and in creating a network that will connect people, Anna engages in various initiatives outside the workplace, for instance Mentoring Walk projects or her role in ABSL for competence development and talent market of the SSC sector.

www.EuropeanBusinessServices.com

CEE Business Services Directory

Anna Berczyńska

51

Poland Wrocław

Tel.: 22 777 96 33 | Business type: BPO | Services Provided: IT/SoftDev/Digital, Ops/Logistics/Procure/Supply, R&D, F&A, Human Resources, Payroll, Customer Service, Marketing | Global HQ: USA | Date started in CEE: 2005 | General manager: Kasia Turkiewicz, Site Director

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

Tel.: 48228786777 | Business type: BPO | Services Provided: IT/SoftDev/Digital, Ops/Logistics/ Procure/Supply, R&D, IT | Global HQ: USA | Date started in CEE: 2010 | Full Time Employees – December 2019: 2000 | General manager: Szymon Pudlik , Board member

| Business type: SSC | Services Provided: BPO (F&A) | Date started in CEE: 2004 | General manager: Marcin Dudarski, GM

SSC KPIT Cummins | Business type: SSC | Services Provided: Accounting Center | Global HQ: India | Full Time Employees – December 2019: 100

BPO Luxoft | Business type: BPO | General manager: Pavel Shchur, Delivery Director

SSC Mahle Shared Services Poland | Business type: SSC | General manager: Sabina Stachurek, HR Director

SSC McKinsey & Company Poland Knowledge Centre

BPO Impel Business Solutions

Tel.: +48 71 393 71 00 | Business type: SSC | Global HQ: USA | Full Time Employees – December 2019: 200 | General manager: Mark Lobo, Head – McKinsey Knowledge Centre

Tel.: +48 71 784 63 70 | Business type: BPO | Services Provided: BPO (HR, IT, F&A) | Date started in CEE: 1991 | General manager: Nina Twardowska , Director, Shared Services Center

| Business type: SSC | Services Provided: BPO (HR) | Global HQ: USA | Date started in CEE: 2014 | General manager: Magdalena Bystranowska, Managing Director

SSC Incora (Wesco Aircraft and Pattonair) | Business type: SSC | Services Provided: Ops/ Logistics/Procure/Supply, Client S&S, Client S&S, global provider of supply chain solutions. | Date started in CEE: 2019 | General manager: Beata Walsh, Site Director

Infor Poland | Business type: Hybrid | Services Provided: IT/SoftDev/Digital, Ops/Logistics/ Procure/Supply, R&D | Global HQ: USA | Date started in CEE: 2016 | General manager: Artur Sawicki, Head of Business Center

SSC Merck Business Solutions Europe

NBC | Business type: ITO | Services Provided: IT Outsourcing | General manager: Krzysztof Wisniewski, CEO

BPO Nexio Management | Business type: BPO | Services Provided: IT/ SoftDev/Digital, R&D | Date started in CEE: 2019 | General manager: Jerzy Lipiński, GM

SSC Nokia Solutions and Network

BPO Infosys

Tel.: 71 777 41 30 | Business type: SSC | Services Provided: IT R&D | Global HQ: Finland | Full Time Employees – December 2019: 1000

| Business type: BPO | Date started in CEE: 2019 | General manager: Adam Piwnik, Delivery Director

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

SSC Infusion Tel.: (+48) 12 341 9730 | Business type: SSC | Services Provided: ITO | Date started in CEE: 2012 | General manager: Ewelina Dolata, HR Business Partner at Infusion

Tel.: +48 71 7494 000 | Business type: BPO | Services Provided: IT | Global HQ: UK | General manager: Pawel Grundys, Head of Project Management

SSC Ocado Technology

| Services Provided: SoftDev

| Business type: SSC | Global HQ: UK | General manager: Lukasz Brzezowski, Head of Ocado Technology Wroclaw

JetBridge

SSC Olympus Business Services

| Business type: ITO | Services Provided: IT/ SoftDev/Digital, SoftDev | Date started in CEE: 2020 | General manager: Adam Szeptycki, CTO

| Business type: SSC | Services Provided: F&A | Global HQ: Japan | Date started in CEE: 2018 | General manager: Agnieszka Orlowska , GM

intive

SSC JP Weber

SSC Opera Software

Tel.: 71 369 96 30

Tel.: 71 719 60 00

2020

| Business type: SSC | Services Provided: IT R&D | Global HQ: Norway | Full Time Employees – December 2019: 150 | General manager: Erik Harrell, President

BPO OpsTalent Tel.: +48 71 727 5700 | Business type: BPO or ITO provider (external services) | Services Provided: IT/ SoftDev/Digital, Client S&S, Client S&S | Global HQ: Wroclaw, Poland | Date started in CEE: 2012 | Full Time Employees – December 2019: 210 | General manager: Gabriela Ziolkowska-Coyne, CEO

SSC Parker Hannifin Tel.: 71 38 20 100 | Business type: SSC | Services Provided: BPO (F&A) | Global HQ: USA | Date started in CEE: 2013 | General manager: Piotr Brzuchnalski, GM

SSC PPG Global Business Services Poland | Business type: SSC | Services Provided: IT/SoftDev/Digital, Ops/Logistics/ Procure/Supply | Date started in CEE: 2018 | General manager: Jesse Hudson, IT Site Lead

BPO Qatar Airways European Customer Contact Center | Business type: BPO | Services Provided: BPO (contact centre) | Date started in CEE: 2012

QIAGEN Business Services Tel.: 71 710 75 | Services Provided: IT Services/Software Development, Data Analytics/ Management, Logistics/Supply Chain, Customer Support | Date started in CEE: 2012 | Full Time Employees – December 2019: 200 | General manager: Malgorzata Karpinska , Senior Director Head of Business Service Center

SSC REC Global | Business type: SSC | Services Provided: IT, Software development services | Date started in CEE: 2007 | Full Time Employees – December 2019: 222

SSC Red Embedded Group | Business type: SSC | Global HQ: UK | General manager: Chris Thornborrow, General Manager

SSC Redknee Poland Tel.: 71 881 02 00 | Business type: SSC | Services Provided: IT | Global HQ: USA/Canada | Date started in CEE: 2013 | General manager: Piotr Fischer , Head of R&D Project Management

SSC Remy International

SSC Ryanair Labs Poland Tel.: 71 747 66 18 | Business type: SSC | Services Provided: software testing and application quality assurance

SSC Santander Global Operations Tel.: 58-760-6872 | Business type: SSC | Services Provided: Banking operations – Santander group shared services | Date started in CEE: 2008 | Full Time Employees – December 2019: 600 | General manager: Piotr Michnej, Senior Operations Manager

SSC Schaeffler Global Services Europe | Business type: BSC/SSC/Captive | Services Provided: F&A, IT/SoftDev/Digital, Ops/Logistics/Procure/Supply, HR, RPA, Transition & Transformation | Date started in CEE: 2018 | General manager: Anna Berczynska, Managing Director, Board Member

SSC Siemens AG Tel.: 71 777 15 42 | Business type: SSC | Services Provided: R&D IT(Software) | Global HQ: USA/Canada | Full Time Employees – December 2019: 50 | General manager: Robert Góral, Director

Sigma IT | Business type: ITO | Services Provided: IT/ SoftDev/Digital, technologies projects related to music, logistics, telecom, automotive

BPO Sii Tel.: 71 758 22 90 | Business type: BPO | Services Provided: IT & Industrial Engineering | Date started in CEE: 2009 | Full Time Employees – December 2019: 240

SSC Smith and Nephew | Business type: SSC | Date started in CEE: 2018 | General manager: Justyna Piwowarczyk, GBS Director

SoftServe

CEE Business Services Directory

BPO HP GBC

Tel.: 1-866-687-3588 | Business type: Other | Services Provided: IT Services/Software Development, Data Analytics, R&D | Global HQ: USA | Date started in CEE: 1993 | Full Time Employees – December 2019: 4500 | General manager: Pawel Lopatka, VP. Poland Country Manager

SSC SSAB | Business type: SSC | Services Provided: finance, accounting ,Travel Management, master data services | General manager: Anna Barnowska, Site Manager

| Business type: SSC | Services Provided: R&D (Automotive) | General manager: Bartosz Skrent, Project Manager

www.EuropeanBusinessServices.com

52

Poland Wrocław

Manager’s Profile

working 1 week in the office and 1 week is home office.

Mariusz Pietrzak

Talent and Employment Issues.

In the initial phase of Covid we focused on people safety by enabling home office work and ensuring employees all technology aspects required to operate from home. At the same time we had to adjust the way of communication with employees, task planning and control of executing. We established regular meetings and communication sessions with employees to respond to their concerns and questions.

What is your company doing in CEE? We are part of PKP Energetyka Group of the largest infrustucture service providers in Poland operating in the energy, railway services, building sectors. Shared Service Center has been established in late 2016 though centralisation of F&A and HR functions from around 30 locations spanned across Poland.

We are providing following services to 6 business units and over 4000 employees of the company: F&A, HR, T&E, and banking and credit card management. Full-time employees: 170.

Explain why your company set up operations in CEE. SSC has been established to centralize back office function across the company. Main driver was to improve process quality and effectiveness. It was also important to change the way of transaction processing from paper based to fully digitized. Another factor was to ensure business front-runners are focused on client facing activities and not back-office.

Lodz was selected as a location considering human capital and reasonable costs of operating.

What are the immediate changes your BSC faces now because of the coronavirus issue?

The main impact of Covid is seen in the way of human safety and the way of communication. We turned from face to face room meetings into online meetings fully. It also required office space adjustment to the new circumstances and internal and external policies compliance. We work in rotation model to reduce risk and ensure business continuity.

SSC Thaumatec Tech Group | Business type: SSC | Services Provided: IT/SoftDev/Digital | General manager: Maciej Stachura, CEO

BPO Tieto/EVRY Support Services Tel.: 71 774 00 00 | Business type: BPO | Services Provided: BPO: IT, R&D, etc | Date started in CEE: 2008 | General manager: Rafał Górecki , Line Manager

SSC Toyota Motor Europe Shared Services Center | Business type: SSC | Services Provided: F&A, IT/SoftDev/Digital, Ops/Logistics/ Procure/Supply, HR | Global HQ: Japan

2020

And over the next 1-2 years, what further changes to you foresee?

We have just finished 1 project where we expanded SSC by ~60 FTEs so our focus is on stabilization of the change. New scope spans across customer service and logistics support of local business. Within next 1-2 years we will seek for another opportunities to further grow however its too early to share exact numbers.

Process Automation/RPA – please tell us what your company is doing in this space.

We have implemented Blue Prism solution 2 years ago and around 30 processes have been already robotized. Bots are processing over 30,000 transactions each month which is equivalent to around 15 FTEs. In near future we plan to expand more ML / AI solutions to further automate internal processes.

Given the shock of events in spring 2020, how are you adjusting your office environment and space requirements?

As already mentioned we have introduced online meetings, space floors have been adjusted to 15 sq m per person, some desks have been removed from offices, we installed glass shields in the reception, employees are

| General manager: Piotr Greszta , Site Director

SSC UPM Business Services Hub | Business type: SSC | General manager: Dawid Koryl, Director & Site Leader

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

Tel.: +48 (0) 71 335 83 00 | Business type: SSC | Services Provided: F&A, Brokerage, Marketing, Business Development, Contract Logistics | Global HQ: USA | Date started in CEE: 2006 | Full Time Employees – December 2019: 800 | General manager: Jacek Myszka, GBS Site Director

2-3 specific bits of advice to other firms keen to optimize their SSC/ BPO operations in CEE. Or advice to a “newcomer” considering setting up in CEE. While taking decision on new entrant into SSC operations I would recommend: • Get reference information from existing operations in countries / cities – do not listen to consultants only.

• Consider location you run some operations – it could help in ensuring smoother business understanding for ssc teams.

• Invest in right skill in the initial phase.

• Make sure you document processes in details up to SOP level.

Give us some specific cost savings tactics of your firm in Q1/Q2 of 2020.

Setting up SSC shall bring approximately between 30-50% of savings within 3 years’ time horizon considering resources location, landscape of processes and systems and IT capabilities to automate.

Mariusz leads PKP Energetyka SSC in Lodz since 2018. He has over 15 years of experience in the BPO/SSC market working in companies like Infosys and Philips where he was responsible for multiple outsourcing projects. He is Polish Chartered Accountant and holds Executive MBA in Towson University.

SSC Viessmann R&D

SSC Wabco

Tel.: 71/ 36 07 100 | Business type: SSC | Services Provided: R&D | Global HQ: Germany | General manager: Tomasz Wronski, Head of R&D Center

Tel.: 71 782 18 88 | Business type: SSC | Services Provided: R&D (Automotive) | Global HQ: USA | Full Time Employees – December 2019: 40 | General manager: Agnieszka Klimczuk, ME Logistics Project Leader

SSC Volvo Group IT Polska Tel.: +48 71 302 17 00, 302 17 06 | Business type: SSC | Services Provided: F&A, IT/SoftDev/Digital, Ops/ Logistics/Procure/Supply, Accounting, administration, IT | Global HQ: Sweden | Date started in CEE: 2004 | Full Time Employees – December 2019: 600 | General manager: Jarosław Dobruchowski , Delivery Manager

CEE Business Services Directory

Head of SSC, PKP Energetyka SSC, Lodz PKP Energetyka, Warsaw

BPO Wipro | Business type: BPO | Services Provided: HR Service Center | Full Time Employees – December 2019: 250

SSC Xylem Shared Services Tel.: 71 749 79 00 | Business type: SSC | Global HQ: USA | General manager: Paolo Bortolotto , Site Director

www.EuropeanBusinessServices.com

53

Hungary Budapest

Hungary Budapest BPO Accenture Hungary Tel.: 3613273700 | Business type: BPO | Services Provided: IT/SoftDev/Digital, Ops/Logistics/ Procure/Supply | Global HQ: Dublin | Date started in CEE: 1994 | Full Time Employees – December 2019: 350 | General manager: Tomas Volek, GM

SSC Acelity Tel.: 36-1-880-2501 | Business type: SSC | Services Provided: F&A for this medical services firm. | Global HQ: USA | Date started in CEE: 2010 | Full Time Employees – December 2019: 250 | General manager: Peter Fazekas, General Manager

Technical publications | Global HQ: USA | Date started in CEE: 2011 | Full Time Employees – December 2019: 300, 350 | General manager: Emese Szakacs, Managing Director

BPO Agoda International Hungary Kft. | Business type: BPO | Services Provided: Customer Service Centre | Global HQ: USA | Date started in CEE: 2011 | Full Time Employees – December 2019: 148 | General manager: Inkei-Nagy Tímea, Managing Director

SSC Albemarle Magyarország Kft.

| Business type: BPO | Services Provided: global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services. | Date started in CEE: 2001 | Full Time Employees – December 2019: 150 | General manager: György Gombár, Country Manager

B. Braun Medical zrt.

SSC Avis Budget Group Business Support Center, Budapest

| Services Provided: | General manager: Péter Hajnal , Managing director, Partner

Tel.: +36 (1) 887 1401 | Business type: SSC | Services Provided: F&A, IT services, HR, Data analytics. | Global HQ: USA | Date started in CEE: 2003 | Full Time Employees – December 2019: 1000 | General manager: Rahul Malhotra, Director of Commercial Support Services

| Services Provided: | General manager: András Csató , CFO

Baker Hughes HR SSC | Services Provided: HR SSC | Date started in CEE: 2019 | General manager: Richard Bryce, HR Director, People Operations – Europe

BDO Hungary

SSC BlackRock Hungary Kft

SSC AGCO

Tel.: +361-883-9600 | Business type: SSC | Services Provided: F&A | Global HQ: USA | Date started in CEE: 2009 | Full Time Employees – December 2019: 100 | General manager: Adél Donáth , Site Manager

| Business type: SSC | Services Provided: F&A, IT/SoftDev/Digital, Ops/Logistics/ Procure/Supply, HR, Warranty,

BPO Avaya

SSC BP BSC Kft.

Tel.: +36 1 238 8200

Tel.: 361-866-6300

CEE Business Services Directory

Tel.: +36 1 686 0000 | Business type: SSC | Global HQ: USA | Date started in CEE: 2017 | General manager: Melanie Seymour, Managing Director

54 2020

www.EuropeanBusinessServices.com

Hungary Budapest

BT (British Telecommunications) in Hungary | Business type: Hybrid | Global HQ: UK (London) | Date started in CEE: 1999 | Full Time Employees – December 2019: 2500 | General manager: Zoltan Szabo, General Manager

SSC Celanese BBSC Tel.: +361-627-7400 | Business type: SSC | Services Provided: Finance, treasury, Global AP, AR, GL, Customer Service, Logistics for EU and US | Global HQ: USA | Date started in CEE: 2007 | Full Time Employees – December 2019: 350 | General manager: István Katona , Managing Director

BPO Celergo Hungary Kft. Tel.: +361-235-3746 | Business type: BPO | Services Provided: Payroll services provider: Accounting, Tax compliance, Payroll | Global HQ: USA | Date started in CEE: 2012 | Full Time Employees – December 2019: 8 | General manager: Andrea Oravecz , Sales Support Manager

SSC Citibank Europe Plc. Magyarországi Fióktelepe Tel.: +361-374-5000 | Business type: SSC | Services Provided: Information Technology, Security, Technology Engineering and Markets Quantitative Analysis. | Global HQ: USA | Date started in CEE: 2005 | Full Time

Employees – December 2019: 1500 | General manager: Jane Ellis, Citi SCS Head

SSC Corning Hungary Kft.

BPO CloudAgents Zrt. Tel.: 3619995300 | Business type: BPO | Services Provided: Customer Support/Call Centre/ Telemarketing. Provides a global solution for multilingual customer service in a pay-per-use model with home-based agents around the globe. | Global HQ: Hungary | Date started in CEE: 2008 | Full Time Employees – December 2019: 400 | General manager: Szmolinka Zsolt, CEO

BPO Cognizant Technology Solutions Hungary Kft.

BPO CPL Intergrated Services | Business type: BPO or ITO provider (external services) | Services Provided: Client S&S, Client S&S | Global HQ: Dublin, Ireland | Date started in CEE: 2006 | General manager: Simone Olivo, Managing Director Hungary

CRH (Holcim)

Tel.: 361-456-7000 | Business type: BPO | Services Provided: Budapest center provides near-shore IT Development, IT Infrastructure Services and BPO support for global customers in sectors Pharma, Banking, Consumer Goods and Telecom. | Global HQ: USA | Date started in CEE: 2008 | Full Time Employees – December 2019: 440 | General manager: Kornél Csajtai, Center Head

SSC Computacenter Services Hungary | Business type: SSC | Services Provided: an extension of our main Barcelona Multilingual Service Centre, expand our European language capability and provide a skills pool for the wider Computacenter business. | Global HQ: USA | Date started in CEE: 2014 | Full Time Employees – December 2019: 200 | General manager: James Nelson, BSC Leader

Winner

| Business type: BSC/SSC/Captive | Services Provided: F&A, Ops/Logistics/Procure/ Supply, Master data management | Global HQ: Corning, NY, United States | Date started in CEE: 2006 | General manager: Katalin Csuhaj, Managing Director

services | Global HQ: UK | Date started in CEE: 2002 | Full Time Employees – December 2019: 1200 | General manager: Gábor Zeisler , General Manager, Business Service Center

SSC Docler Group – Global Shared Services | Business type: BSC/SSC/Captive | Services Provided: F&A, IT/SoftDev/ Digital, Ops/Logistics/Procure/Supply, Client S&S, Client S&S, HR | Global HQ: Luxembourg | Date started in CEE: 2015

DXC Technology E-Sense

| Services Provided: | General manager: Ágoston Papp , Managing Director

| Services Provided: | General manager: Dénes Osztroluczky , Managing Director

SSC Cushman & Wakefield Shared Service Center

SSC Eaton – EMEA Business Service Center

Tel.: +36 1 268 1288 | Business type: SSC | Services Provided: Accounts Payable, Accounts Receivables and Data management. | Global HQ: USA | General manager: Tamás Polster, Head of Strategic Consulting EMEA

Tel.: 3614991000 | Business type: SSC | Services Provided: EMEA Services: HR, SCM, IT, Finance, Customer Care, Sales support, Commercial management as well as internal functional support (Audit, Compliance, Data protection). | Global HQ: USA | Date started in CEE: 2015 | Full Time Employees – December 2019: 400 | General manager: István Lenk , BSC Operation Manager

SSC DHL Supply Chain Hungary Ltd. | Business type: SSC | Services Provided: Contact center: Logistics/supply chain | Global HQ: Holland | Date started in CEE: 2011 | Full Time Employees – December 2019: 150 | General manager: Norbert Borbás, BSC manager

SSC Diageo Business Services Tel.: +361-412-9511 | Business type: SSC | Services Provided: Finance, administration, billing

SSC ECOLAB Tel.: + 36-1-880-5610; +36 1 880 5601 | Business type: SSC | Services Provided: BSSC is a Centre of Excellence for Order to Cash and Procure to Pay services for Ecolab | Date started in CEE: 2006 | Full Time Employees – December 2019: 250

Business Services Firm of the Year – Hungary

UNICEF

CEE Business Services Directory

| Business type: SSC | Services Provided: F&A | Global HQ: UK | Date started in CEE: 2009 | Full Time Employees – December 2019: 1200 | General manager: Knezevics Viktor, Managing Director

CEE

Business Services Awards

2020

2020

Watch the Winner on YouTube www.EuropeanBusinessServices.com

55

Hungary Budapest

Manager’s Profile

Balázs Soóki-Tóth Head of Sanofi Business Services Budapest Center Sanofi, Budapest Hungary Parent Company: Sanofi

What is your company doing in CEE? Sanofi Business Services Budapest Center, one of the 2 global centers of Sanofi, was established in April 2019 and currently employs more than 200 employees. The whole strategy of Sanofi Business Services is to provide end-to-end solutions to the wider team globally. SBS covers finance, employee and customer processes for Europe as well as North America. Moreover we have 5 global Center of Excellences (CoE) driving automation and robotics, process governance, data accuracy and digital solutions.

Explain why your company set up operations in CEE. Establishing our Global Business Services Center in Budapest was a great recognition of the expertise and performance of the entire Sanofi Hungary team. Sanofi - besides running its commercial operations, 3 manufacturing sites, and a regional distribution platform in Hungary - selected Budapest to establish its strategic global business services center. The other major reason of selecting Budapest as a location is the quality and expertise of people available on the labor market. While Budapest is an attractive investment location from talent point of view it also pleased us with its high quality-of-life standards, the logistics and infrastructure and the value-added for its cost. The atmosphere is great and the businesses are tuned for innovation that is also well-incentivized.

What are the immediate changes your BSC faces now because of the coronavirus issue?

We had to face various challenges in the last months, but our processes, our operating model and great infrastructure allowed us to change fast. We have successfully established the new way of working within some days and managed to fully run our services remotely without any business impact. Our colleagues very professionally adopted to the new setup and kept delivering on the high standard. We not only kept running our services on high quality to our businesses but were also proud that we have swiftly changed our center support to full remote operation and continued our growth via our established virtual recruitment and remote onboarding.

And over the next 1-2 years, what further changes to you foresee? (Do

2020

you see any “silver linings” in terms of growth of services, etc.?)

I do believe the pandemic situation, the lock downs in many countries worldwide demonstrated that there are growing potential for many activities and processes to be done remotely. As such, I do feel there should be a growing number of functions, processes that could be moved into SSCs or GBS organizations. The fact that people are able to work remotely from anywhere in the world will also raise lot of questions and even more potential and will be a topic for discussion in the next year for all organizations.

From our center’s view I consider we have successfully implemented our operations and demonstrated the skills, competencies and benefits our center can provide to our businesses. Even we are at the beginning and more to come with further improvements in services, customer experience and automation our success has been well recognized. Our foundation is already seen as an engine for further success.

Process Automation/RPA – please tell us what your company is doing in this space. What will you be doing in 2020/2021, and what impactdo you expect this to have in the next 2-3 years?

Robotics and process automation is part of our strategy. We have developed and maintain several bots already removing transactional and routine tasks, improving turnaround times while ensuring robust controls.

The basis for robotization is to have the proper level of standardization. We have the right skills and competencies within our center to create standard processes. In cooperation with our Robotics and Process Automation (RPA) team we have high ambitions to eliminate the repetitive tasks allowing our colleagues to focus on high value-add activities. I do believe there are lot of opportunities in this area to come with chat-bots and machine-learning that will “change the game”.

Given the shock of events in spring 2020, how are you adjusting your office environment and space requirements?

We are lucky that we are just moving into our new state of the art office which has been de-

Talent and Employment Issues.

We felt that the recruitment was very difficult in the last years. Now with Covid19 hitting the economy, we feel that people respect more their work and we also have more opportunity to hire better talents. However skilled people and digital talents will continue to be on demand. While we have more opportunities to hire, the employee retention has unseen challenges. Motivation of team members in remote work environment as well as performance management in the virtual space is something new. As we were forced to have a new way of working almost from one day to another it also created an opportunity to develop ourselves to be more flexible and think different. It has been an accelerator to move to a new norm: be almost fully paper-less, establish new ways of remote people management and team engagement in the remote space. We are working towards a sustainable operating model that will allow us to have the right amount of personal time for all our employees to feel appreciated and challenged.

2-3 specific bits of advice to other firms keen to optimize their SSC/ BPO operations in CEE. Or advice to a “newcomer” considering setting up in CEE. Key to the success is the strong Global Leadership level support especially at the beginning.

When it comes to difficulties or stakeholder concerns, it is key to involve and engage them to get them on board. Well-established, structured and detailed planning with clear goals creates the needed transparency and enables collaboration. With all these factors SBS was able to develop to be an integrated part of Sanofi within a short period of time. Last but not least, trust the center and the people.

As we said earlier, these days all work can be done remotely, so capitalize on the massive potential. Make it big.

Senior manager with over 20 years of professional and leadership roles in procurement, supply chain and business services management with broad experience in project and change management gained in national and international context.

www.EuropeanBusinessServices.com

CEE Business Services Directory

signed around the Activity Based Workspace concept. I think our decision made a year ago provides us now the advantage to respond to the new needs SSCs may face these days. The office is designed to provide the right balance of spaces for socialization, collaboration and team works while dedicated areas allow our colleagues to deep dive, and work fully-concentrated. The environment enables full agility and the design and high-tech solutions inspire innovation. As we have the momentum, we now create a work environment, that other companies are just planning and thinking about these times.

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Hungary Budapest

Tel.: +3630 870 8080 | Business type: BPO | Services Provided: Call Center | Date started in CEE: 2012 | General manager: László György, Managing Director

SSC Emirates (SSC) Magyarországi Fióktelepe | Business type: SSC | Services Provided: Customer service | Date started in CEE: 2014 | Full Time Employees – December 2019: 300 | General manager: Gabor Horváth , Country Manager

Emirates Group | Services Provided: | Date started in CEE: 2019 | General manager: Biljana Dukovic , HR Manager

BPO Enterprise Services Hungary | Business type: BPO | Services Provided: BPO services: F&A, IT and Dataprocessingservices, documentmanagement | Global HQ: USA | Date started in CEE: 1991/96 | Full Time Employees – December 2019: 1650 | General manager: Dion Weisler, President & CEO

BPO EPAM System Kft. Tel.: +36-1-327-7400 | Business type: BPO | Global HQ: USA | General manager: Bence Vinko, Managing Director – CEE region

ESAB Tel.: +361-382-1200 | Business type: Hybrid | Services Provided: Finance, IT outsourcing, service desk, logistics, procurement | Global HQ: UK | Date started in CEE: 2010 | Full Time Employees – December 2019: 140 | General

manager: Miklós Schmidt , Managing Director

SSC ExxonMobil Global Business Center | Business type: BSC/SSC/Captive | Services Provided: F&A, IT/SoftDev/Digital, Client S&S, Client S&S, HR | Global HQ: Irving, Texas, USA | Date started in CEE: 2004 | General manager: Jeroen Kirschbaum, Director

SSC FAO (UN) | Business type: SSC | Services Provided: Regional Centre: F&A, HR | Date started in CEE: 2007 | Full Time Employees – December 2019: 125 | General manager: Sylvain St-Pierre, Head of the Shared Services Centre

SSC Givaudan Finance Services Kft. Tel.: +361-880-5000 | Business type: SSC | Services Provided: F&A, HR, Data management | Date started in CEE: 2011 | Full Time Employees – December 2019: 131 | General manager: Krisztina Molnár , Head of Delivery Center EAME

SSC Greif BSC Europe Kft.

FrieslandCampina Service Centre EMEA Kft. | Services Provided: | General manager: Pieter van der Velden, CFO

Tel.: 36 1 580 8000 | Business type: SSC | Services Provided: F&A, IT | Global HQ: USA | Date started in CEE: 2013 | Full Time Employees – December 2019: 15 | General manager: Sándor Orbán, Managing Director

SSC Grundfos Financial Shared Services Szolgáltató Kft.

SSC GE Global Operations Center | Business type: SSC | Services Provided: provides multifunctional integrated shared services to GE businesses in over 35+ countries throughout Europe and beyond. Staff speaking a total of 37 languages. 80% of the staff is Hungarian and the other 20% comprises 50 nationalities. | Global HQ: USA | Date started in CEE: 2014 | Full Time Employees – December 2019: 1600 | General manager: Björn Bergabo, General Manager

Tel.: +361-272-4115 | Business type: SSC | Services Provided: Finance | Global HQ: Denmark | Date started in CEE: 2010 | Full Time Employees – December 2019: 165

SSC Hellmann Shared Service Center Kft. | Business type: SSC | Global HQ: USA | Date started in CEE: 2016 | General manager: Eloed Sata, Managing Director

IBM Capital (Hungary Kft.) | Services Provided: | Global HQ: USA | General manager: Alan Knight, Budapest CoE Site Executive

SSC Getronics EMEA Távolsági Szolgáltató Zrt. Tel.: +36 1 371 7500 | Business type: SSC | Services Provided: BPO/Call center: Customer Support,

Winner

IT support | Date started in CEE: 2004 | Full Time Employees – December 2019: 140 | General manager: Péter Kata , Finance Director

SSC IBM International Shared Service Center Tel.: +36-1-777-1055 | Business type: SSC | Services Provided: F&A, HR, Customer Support, Call Center for IBM\\'s own operations | Global HQ: USA | Date started in CEE: 2004 | Full Time Employees – December 2019: 2300 | General manager: Edina Drabik , Managing Director

IFF | Services Provided: | Global HQ: USA | Date started in CEE: 2019 | General manager: Jan Ambergen, Global Finance Director

IFRC | Services Provided: | Date started in CEE: 2017 | General manager: Elias Ghanem, Director

SSC International Federation of Red Cross and Red Crescent Societies | Business type: BSC/SSC/Captive | Services Provided: IT/SoftDev/Digital, Ops/Logistics/Procure/Supply, HR | General manager: Francoise LeGoff, Director, Global Services Centre

SSC IT Services Hungary Kft. Tel.: +36 (1) 346-4162 | Business type: BSC/SSC/Captive | Services Provided: F&A, IT/SoftDev/Digital, Ops/Logistics/Procure/Supply, Client S&S, Client S&S, R&D, HR | Global HQ: Frankfurt, Germany | Date started in CEE: 2006 | Full Time Employees – December 2019: 4750 | General manager: Erik Slooten, Managing Director

Most Vibrant Workplace – CEE

Tata Consultancy Services

CEE Business Services Directory

BPO Ellerton Call Centers Kft.

CEE

Business Services Awards

2020

2020

Watch the Winner on YouTube www.EuropeanBusinessServices.com

57

Hungary Budapest

Chad A. Keenan Director Corning Shared Services, Budapest Parent Company: Corning Inc., Corning, NY, USA

What is your company doing in CEE? Corning Hungary has evolved from solely supporting the European region to being leveraged as the global hub for some of our key processes.

We have grown the volume of work, the scope of our services, the breadth of our capabilities, and the talent of the organization. We invested heavily in growing local leadership through expat assignments, secondment to the businesses, and temporary project roles out of the country. This allowed our Corning Hungary associates to build the appropriate business experiences necessary to fully support the company’s plans. Beyond the core processes of HTR, OTC, CTR, and RTP Corning Hungary has also developed capabilities to support project management, M&A integration, business process engineering, enterprise application support, Treasury Operations, including cash and liquidity management, work force learning, IT field service management, procurement operations, and most recently, an expansion of digital process operations.

Explain why your company set up operations in CEE. Manufacturing operations were growing in CEE for some of our core businesses and we believed this general area would make a good choice for European Shared Services. When we first initiated the CEE location strategy we ran an exhaustive search process. Budapest was a great location for us for many reasons. From local partnership with the development agency to communications infrastructure to international travel options, all the characteristics of the city met our needs. Most importantly, however, we looked deeply into the talent and people of Budapest, Hungary. We felt strongly this was a location where we could not only establish operations but thrive because of the people we met in the community and the level of skills in the labor market.

What are the immediate changes your BSC faces now because of the coronavirus issue?

Considering the level of forced adjustment, we were quite well-prepared. With established business continuity plans, regular testing, management and workforce agility and some hard work, we shifted from in-office operations to workfrom-home operations with little disruption. We began global leadership and continuity meetings in late January as our Shanghai operations were impacted from the outbreak in Wuhan. Our operations in both EMEA and the Americas began to shift their readiness footing to prepare for the

2020

likeliness of outbreaks. They learned from Asia, partnering with IT and other critical partners like our businesses and Treasury to assure all our services and people could be online immediately when we decided to shut down in-office work and shift to the home office plan. We have a hybrid operating model and we leveraged this design, including use of digital capabilities, to flex and scale to the changing needs as the event evolved.

And over the next 1-2 years, what further changes to you foresee?

This event has forced us to operate differently but it has also allowed us to open our minds to the possibilities of change. We believe a more flexible operational platform, use of digital capabilities, rotation of work across our established regional platforms, and more active engagement with key internal and external partnerships will be the norm moving forward. We also expect the real-time experiment of creating a more flexible schedule and workplace offers us new and exciting talent acquisition and retention opportunities. This event has proven we are not bound by a specific city or location when sourcing key talent even for operational process services.

It’s also taught us the importance of communication, and we are learning from what has worked well and discovering ways to improve in this area for internal customers, employees, and external communication.

Process Automation/RPA – please tell us what your company is doing in this space.

We began our automation journey in 2015 and have accelerated its use every year since. We moved quickly from a focus on just process automation to a broader solution approach, creating a Digital Solutions as a Service organization.

Today, automation tools are embedded side-byside with core operations and are evolving across all service areas globally. We believe strongly that these capabilities will be driven to the next level by our people and are investing significantly in teaching and transforming our workforce to be highly capable across the organization with new digital skills.

Given the shock of events in spring 2020, how are you adjusting your office environment and space requirements?

As the pandemic spread, moving from Asia to EMEA to the Americas, Corning with its global footprint was ready. This event has reminded us all that what’s important is service success, not where you do it from. We will embrace opportunities in a controlled and pragmatic way. That said, I believe strongly that part of our success is our culture and the importance we place on our values.

Talent and Employment Issues.

This opens talent markets and retention options that we have not seen in the past that we are ready to embrace. That said, I’d like to reemphasize that major part of our success is our culture and the importance we place on our values. We

must be creative but practical in how we assure those aspects of our DNA can be established for our new employees but are also not eroded for the current workforce as we embrace flexibility and change.

2-3 specific bits of advice to other firms keen to optimize their SSC/BPO operations in CEE. When integrated into the enterprise processes and the fabric of the organization, Shared Services can be a strategic asset to any Business agenda. Establishing credibility as a consistent high-quality, low-cost provider of base services is key to the early mission of new organizations. We believe in earning the right as an organization to increase capability and service offerings only happens when this credibility is established. Your involvement must be seen as an advantage in the eyes of your business partners in order for you to gain their trust.

Find the early wins, identify advocates in your organization (Treasury, Supply Management, Business, IT), go the extra mile to solve a problem for your partners, take time to listen to their needs and concerns, adjust as necessary, and hire the best, most committed people you can find in the markets you operate.

Give us some specific cost savings tactics of your firm in Q1/Q2 of 2020.

We continue to look for opportunities to maximize the use of our European operation.

The growth of capabilities and skills allows us to accelerate our cost reduction plans. Continuous improvement, digital solutions, and leveraging CSS-EMEA have provided us with a winning combination to capture cost savings year over year. Today, we operate our responsibilities with lower headcount at a lower cost basis for enhanced services, a larger scope, further geographical support, and a broader revenue base than five years ago, all while achieving a higher customer satisfaction rate.

Keenan joined Corning in 1999, and was appointed director, shared services in December 2015. He is responsible for the global shared services organization, driving strategy of delivery models, including process automation, end-to-end process design, and day-to-day operational performance across the global enterprise while driving compliance and reporting excellence.

He has held various leadership roles in Finance that focused on driving cross-functional partnership. He was accountable for a broad portfolio of transformational projects including the building and deployment of the global shared services organization and common ERP platform. In 2011, Keenan relocated to Budapest as MD, Corning Hungary, leading the shared services organization. He returned to the U.S. in January 2013 and was appointed director, Global Operations with responsibility for CSSNorth America, CSS-EMEA, and CSS-Asia as well as Enterprise Application Support and Business Process Engineering. In 2015 he was appointed to his current position as leader of the global Corning Shared Services organization.

www.EuropeanBusinessServices.com

CEE Business Services Directory

Manager’s Profile

58

Hungary Budapest

Lufthansa Technik Budapest Kft.

Tel.: +36 1 465 7240 | Business type: SSC | Services Provided: IT services | Global HQ: Belgium | Date started in CEE: 2008 | Full Time Employees – December 2019: 350 | General manager: Wim Allegaert, General Manager Finance

| Services Provided: | Global HQ: Germany | General manager: Sándor Szomora , CEO

MÁV Szolgáltató Központ Zrt. | Services Provided: | General manager: Viktor Zala , Managing Director

SSC KLM Financial SSC

SSC Merlin

| Business type: SSC | Services Provided: F&A | Global HQ: Holland | Date started in CEE: 2002 | Full Time Employees – December 2019: 120 | General manager: André de Groen EMAIL FAIL, manager financial shared services

Tel.: +36 1 815 4500 | Business type: SSC | Services Provided: ITO: IT Service Desk, Customer Service Centres, Infrastructure & Data Centre Support. Merlin operates from centres in the UK, Hungary (Budapest and Debrecen) and Manila. | Date started in CEE: 2010 | Full Time Employees – December 2019: 315 | General manager: Zsolt Szmolinka, Head of Service Delivery Europe

KPMG Global Services Hungary | Services Provided: | General manager: Michael Krell, Partner

SSC Lexmark International Technology Hungary, Ltd Tel.: +36-1-501-7228 | Business type: SSC | Services Provided: F&A, IT Services/Software Development, HR or Payroll, Data Analytics/ Management, Logistics/Supply Chain, Customer Support/Call Centre/ Telemarketing | Global HQ: USA | Date started in CEE: 2008 | Full Time Employees – December 2019: 350 | General manager: Péter Csucska , Managing Director

Liferay Hungary Kft.

| Services Provided: | General manager: Zsolt Balogh , General Manager

SSC Misco Business Services Kft. | Business type: SSC | Services Provided: IT, HR, marketing, finance, sales | Global HQ: USA | Date started in CEE: 2013 | Full Time Employees – December 2019: 400 | General manager: Alan Cantwell, CEO

SSC MOL Magyarorszag pénzügyi Szolgáltató Kft. Tel.: +361-371-9536 | Business type: SSC | Services Provided: F&A, IT services. For 50+ subsidiaries | Global HQ: Hungary | Full Time Employees – December 2019: 450 | General manager: Besnyi Lorant , Site Lead

LogMeIn

SSC Morgan Stanley

| Services Provided: | Global HQ: USA | General manager: Zoltán Szegedi, Finance Manager

| Business type: BSC/SSC/Captive | Services Provided: Finance and accounting, Data and Analytics, Risk Management,

Winner

Technology application development and engineering, mathematical modelling, client documentation, internal audit | Global HQ: USA (NY) | Full Time Employees – December 2019: 1600 | General manager: Norbert Fogarasi, Executive Director

| Business type: SSC | Services Provided: Technology centre in Budapest | Global HQ: USA | Date started in CEE: 2006 | Full Time Employees – December 2019: 370 | General manager: Tamás Kovács , SSC Head

SSC MVM Group (Hungarian Power Companies)

| Business type: SSC | Date started in CEE: 2019 | General manager: Alexander Bott, Group CFO

| Business type: SSC | Services Provided: Largest state-owned company in Hungary. SSC: Treasury, Controlling, Accounting and Tax and CAPEX Allocation activities of the MVM Group | Global HQ: Hungary | Full Time Employees – December 2019: 60 | General manager: Laszlo Szabo, Finance Director

SSC Mylan European GBS Center | Business type: SSC | Services Provided: SSC for this large generics and specialist pharmaceutical firm: F&A, HR | Global HQ: USA | Date started in CEE: 2015 | Full Time Employees – December 2019: 95 | General manager: Mária Bartha , Managing Director

SSC Nilfisk | Business type: SSC | Date started in CEE: 2019 | General manager: Gabriella Kokai, Head of Global HR Services

SSC Nissan | Business type: SSC | Services Provided: F&A | Global HQ: Japan | Date started in CEE: 2018 | General manager: Jean-Luc Michel, Managing Director

SSC Nokia Solutions and Networks Kft.

SSC Nordzucker

Nu Skin Eastern Europe Kft. | Services Provided: | Global HQ: USA | General manager: Lilla Szerencsi , HR Manager

NXP Tel.: +36 1 382 1900 | Business type: Hybrid | Services Provided: customer service, supply chain management | Global HQ: Holland | Date started in CEE: 2005 | Full Time Employees – December 2019: 110 | General manager: Attila Isco, Managing Director

Otis BPO Pactera Technology Hungary Kft. | Business type: BPO | Services Provided: BPO/ITO: IT services, R&D services, and BPO services. Its IT services include consulting and packaged software services (CPS services), and application development, testing and maintenance services for custom applications (ADM services). | Date started in CEE: 2014 | Full Time Employees – December 2019: 230 | General manager: Antonio Montomoli, Vice President

Tel.: +36-20-9777-797

Best University-Business Cooperation – CEE

Diageo Business Services Budapest

CEE Business Services Directory

SSC KBC Global Services

CEE

Business Services Awards

2020

2020

Watch the Winner on YouTube www.EuropeanBusinessServices.com

59

Hungary Budapest

Tel.: 36305632322 | Business type: BPO | Services Provided: Customer Support/Call Centre/ Telemarketing | Date started in CEE: 2006 | Full Time Employees – December 2019: 200 | General manager: Zsolt Lakatos, CEO

BPO Process Solutions Tel.: +361-451-7100 | Business type: BPO | Services Provided: payroll, accounting, business administration | Global HQ: Hungary | Date started in CEE: 2002 | Full Time Employees – December 2019: 250 | General manager: Andrew Majlath, Managing Director

Randstad Sourceright Kft. | Services Provided: | General manager: Sándor Baja , Managing Director

SSC Roche Services Europe Tel.: 36 1 461 8900 | Business type: SSC | Services Provided: SSC: Finance, HR, and IT services contributing to rapid growth. | Global HQ: Switzerland | Date started in CEE: 2006 | Full Time Employees – December 2019: 550 | General manager: Eve Bader, GM

SSC Sanofi Business Services Budapest Center | Business type: SSC | Services Provided: F&A, HR, CoE's | Global HQ: France | Date started in CEE: 2019 | Full Time Employees – December 2019: 110, 210 | General manager: Balázs Soóki-Tóth, Head of Sanofi Business Services Budapest Center

SSC SAP Global Support Center | Business type: SSC | Services Provided: supporting services mainly to European SAP clients and SAP division and daughter companies. | Global HQ: Germany | Date started in CEE: 2001 | Full Time Employees – December 2019: 445 | General manager: Balázs Ablonczy , Managing Director

Sykes Közép-Európa Kft. Tel.: 36 1 382 1000 | Business type: Hybrid | Services Provided: BPO: F&A, Call-centre. | Date started in CEE: 1999 | Full Time Employees – December 2019: 300 | General manager: Gabor Kovács , Operative Director

Syngenta Services Magyarország Kft.

| Services Provided: | General manager: Chris Langley, Head of Finance SSC

RSM DTM Hungary (BPO Hungary)

SSC T-Systems

| Services Provided: | General manager: Balázs Horváth , Client Relations

Tel.: +361-452-1400 | Business type: SSC | Services Provided: F&A. Owned by Magyar Telekom. | Global HQ: Germany | Date started in CEE: 2005 | General manager: Tibor Rékasi, CEO

BPO Safeguard World Hungary Kft. Tel.: +36 1 444 0700 | Business type: BPO | General manager: Szilveszter Bujdosó , Budapest Service Center Leader

BPO Tata Consultancy Services Ltd. Hungary Branch | Business type: BPO | Services Provided: F&A, IT/SoftDev/Digital, Ops/

Winner

Logistics/Procure/Supply, Client S&S, Client S&S, HR | Global HQ: India | Date started in CEE: 2001 | Full Time Employees – December 2019: 2500 (2020 estimate: 2800 | General manager: Prabal Datta, General Manager & Delivery Center Head

Tamas Gabor, Country Manager, Jolanta Budzinska, Contact centre manager

Tech Mahindra

| Business type: SSC | Global HQ: USA | General manager: Vasileios Dimitrakopoulos

| Business type: Hybrid | Services Provided: IT/SoftDev/Digital, Client S&S, Client S&S, Application Support, Infrastructure Support, Human Judgement, Pharma-Co Vigilance, IT Service Desk | Global HQ: Pune, India | Full Time Employees – December 2019: 40500 | General manager: Prem Rawat, Group Manager-Service Delivery

SSC Trenkwalder | Business type: SSC | Services Provided:

SSC Ubiquity Global Services Hungary

SSC UNHCR United Nations High Commissioner for Refugees

| Business type: SSC | Date started in CEE: 2019 | General manager: Matt Simister, CEO – Tesco Central Europe

Tel.: 36 1 336 3060 | Business type: SSC | Services Provided: F&A, supply management, HR, logistics | Global HQ: Switzerland | Date started in CEE: 2008 | Full Time Employees – December 2019: 476 | General manager: Ms. Shoko Shimozawa , Head of Global Service Center, Head of Global Learning and Development Center

SSC Thermo Fisher Scientific SC

Unicall Communication Group Kft.

SSC Tesco Service Center

| Business type: SSC | General manager: Denes Lang, VP, Shared Services Operations

| Services Provided: | General manager: Jan Koncsol , Country General Manager

BPO TMF Group

| Business type: SSC | Services Provided: The Global Shared Services Centre serves the entire organization, employing over 300 staff and operating in multiple languages; delivers a range of administrative services to all UNICEF offices, including payments and invoice processing, payroll, some hum | Global HQ: USA | Date started in CEE: 2016 | Full Time Employees – December 2019: 350 | General manager: Mark Beatty, Director, Global Shared Services Center

| Business type: BPO | General manager: Orsolya Ignácz , Director Client Services

BPO Transcom Tel.: 36 1 336 5000 | Business type: BPO | Services Provided: BPO: customer support, call center.

In addition to the Operations area, Budapest is also one of Transcom’s global IT Support centers. | Date started in CEE: 2005 | Full Time Employees – December 2019: 350 | General manager:

SSC UNICEF Global SSC

Top CSR Initiative of the Year – CEE

Community Investment by ExxonMobil GBC Hungary

CEE Business Services Directory

BPO Photel Kommunikációs Zrt.

CEE

Business Services Awards

2020

2020

Watch the Winner on YouTube www.EuropeanBusinessServices.com

60

Hungary Budapest,

SSC Vodafone (VSSB Vodafone Szolgáltató Központ Budapest Zrt.) Tel.: 361-882-1000 | Business type: SSC | Services Provided: F&A, payroll, procurement, helpdesk, IT, HR | Global HQ: UK | Date started in CEE: 2014 | Full Time Employees – December 2019: 1400 | General manager: Cevdet Yapici, Head of Finance

SSC WHO World Health Organization | Business type: SSC | Global HQ: USA | General manager: Francesco Moneta, Head of World Health Organization Budapest Centre

Budapest, Debrecen, Pécs E.ON Ügyfélszolgálati Kft.

| Services Provided: | General manager: Béla Tóth , Managing Director

Budapest, Pécs Unisys Global Services Tel.: 361-801-0300 | Business type: Hybrid | Services Provided: ITO: provides outsourcing services, system integration and consulting services, infrastructure services, maintenance services and highend server technology. | Global HQ: USA | Date started in CEE: 2006 | Full Time Employees – December 2019: 700 | General manager: Éva Bancze , Office Manager

Budapest, Székesfehérvár SAPA Profiles Kft. Tel.: +36 1 287 8109 | Business type: Hybrid | General manager: Tamás Sipics , Finance Director

Budapest, Vasvár, Miskolc Enterprise Services Magyarország kft. | Services Provided: | General manager: Zoltán Czibók , Managing Director

Bekescsaba Budapest Bank Zrt. | Services Provided: | General manager: Nikolett Bohus , Communications Manager

2020

Budaors

Miskolc

Szeged

SSC TetraPak Hungaria Zrt.

112

Provident Pénzügyi Zrt.

| Business type: SSC | Services Provided: F&A | Global HQ: Sweden | Date started in CEE: 2012 | General manager: István Toth, Director

| Business type: Contact Center | Services Provided: pre-screening of emergency requests. | Date started in CEE: 2012 | Full Time Employees – December 2019: 350

| Services Provided: | General manager: Levente Nemcsók , SSC Manager

Debrecen

Call Factory

BPO ATALIAN Global Services

| Business type: Call Center | Services Provided: customer service | Full Time Employees – December 2019: 60

Tel.: +36 1 887 3890 | Business type: BPO | Services Provided: Various

BPO United Call Center

Székesfehérvár

BPO Cloudagents Tel.: +(36-1) 999-5300 | Business type: BPO or ITO provider (external services) | Services Provided: Client S&S, Client S&S | Global HQ: Debrecen, Hungary | Date started in CEE: 2008 | Full Time Employees – December 2019: 500 | General manager: Zsolt Szmolinka, CEO

SSC Flowserve Hungary Services Kft. | Business type: SSC | Services Provided: F&A in 10 languages. | Global HQ: USA | Date started in CEE: 2016 | Full Time Employees – December 2019: 100 | General manager: Krisztina Varga-Dudás, General Manager

SSC Merlin | Business type: SSC | Services Provided: IT Services, Customer Support,BPO | Global HQ: UK | Full Time Employees – December 2019: 80

| Business type: BPO | Services Provided: Customer Support/Call Centre/ Telemarketing. Provides a global solution for multilingual customer service in a pay-per-use model with home-based agents around the globe. | Global HQ: Hungary | Date started in CEE: 2008 | Full Time Employees – December 2019: 400 | General manager: Szmolinka Zsolt, CEO

Vodafone (VSSB Vodafone Szolgáltató Központ Budapest Zrt.) | Services Provided: | Date started in CEE: 2009 | Full Time Employees – December 2019: 600 | General manager: Péter Major , Office Manager

Nyiregyhaza

SSC National Instruments

SSC Lego Hungaria Kft.

| Business type: BSC/SSC/Captive | Services Provided: Legal, Communications & Events | Global HQ: USA (Tx.) | Date started in CEE: 2005 | Full Time Employees – December 2019: 350 | General manager: Robert Hosszu, General Manager

| Business type: SSC | Services Provided: IT services | Global HQ: Denmark | Full Time Employees – December 2019: 50 | General manager: Zoltán Kozák , Director

SSC National Instruments | Business type: BSC/SSC/Captive | Services Provided: F&A, IT/SoftDev/ Digital, Client S&S, Client S&S, HR, Legal, Communications & Events | Global HQ: Austin, USA | Date started in CEE: 2005 | Full Time Employees – December 2019: 350 | General manager: Dr. László Ábrahám, General Manager

SSC Raiffeisen | Business type: SSC | Services Provided: SSC: F&A, Customer Support, IT | Global HQ: Austria | Full Time Employees – December 2019: 115 | General manager: György Zolnai , Managing Director

Paks

Székely

SSC Arconic Global Business Services (GBS) | Business type: SSC | Services Provided: Captive: Procurement, F&A. GBS covers European and some North-American Financial and Administrative issues as well, while the Central Support Services provide the conditions of operation. | Global HQ: USA | Full Time Employees – December 2019: 250 | General manager: Vízkeleti Ágota, European Hub Manager

SSC Emerson Process Management Kft. Tel.: 36 22 543 600 | Business type: SSC | Services Provided: European Sales Center; process automation technologies | Global HQ: USA | Date started in CEE: 2010 | Full Time Employees – December 2019: 50

SSC Harman International | Business type: SSC | Services Provided: F&A | Global HQ: USA | Date started in CEE: 2010 | General manager: Balazs Simorda, HRSS Lead

IBM DSS Kft. | Services Provided: | Global HQ: USA | General manager: Zoltán Zerényi , Client Innovation Centre Executive

SSC Visteon

| Services Provided: | General manager: Zsuzsanna Gombkötő , Managing Director

Tel.: 36 22 530 300 | Business type: SSC | Services Provided: F&A, Logistics/Supply Chain, Customer Support. | Date started in CEE: 2000 | Full Time Employees – December 2019: 200

Pécs

Szentendre

Aldi Magyarország Élelmiszer Bt.

FORD

| Services Provided: | General manager: Zoltán Hidvéghy , Director International IT

| Services Provided: | Global HQ: USA | General manager: Viktor Molnár , Regional Director

SSC Villeroy & Boch

Concentrix Services Hungary Kft.

Tel.: +36 62 530530 | Business type: SSC | General manager: Annamária Szabó, SSC Head

Tel.: 0049 541 9462 8203 | Services Provided: | General manager: Andrea Osztó, Site Director

Törökbálint

BPO Transcosmos Informatikai Rendszer Támogató Szolgáltató Kft. | Business type: BPO | General manager: Norbert Kovács , Office Manager

Hódmezővásárhely

Nemzeti Üzleti Szolgáltató Zrt.

CEE Business Services Directory

SSC Viacom International Hungary Kft. | Business type: SSC | Global HQ: USA | Date started in CEE: 2010 | Full Time Employees – December 2019: 10 | General manager: Balázs Tóth , Director

Telenor Common Operation Zrt. | Services Provided: | General manager: dr. Gábor Kőrösi , Director Regulatory Affairs and Government Relations

www.EuropeanBusinessServices.com

61

Czech Republic Prague

Czech Republic BPO Adecco

SSC AB InBev Business Centre Tel.: +4202-7207-8763 | Business type: SSC | Services Provided: Sales and transactional support for operations across Europe. Performs select activities within Export, Finance and Procurement functions. | Global HQ: Belgium | Date started in CEE: 2006 | Full Time Employees – December 2019: 550 | General manager: Jaromir Staroba, Regional Capability Center Lead

| Business type: BPO/ITO | Services Provided:

SSC Adobe Systems | Business type: SSC | Global HQ: USA

| Business type: BPO | Services Provided: Consultancy | Global HQ: USA | Date started in CEE: 2004 | Full Time Employees – December 2019: 200

SSC Atlas Copco Services s.r.o.

BPO ADP Employer Services Tel.: +420 257 107 511 | Business type: BPO | Services Provided: HR and employer services. Additional office in Plzen. | Global HQ: USA | Date started in CEE: 2005 | Full Time Employees – December 2019: 650

Tel.: :+420 225 434 000 | Business type: SSC | Services Provided: F&A, IT, projects, purchasing | Global HQ: Sweden | Date started in CEE: 2006 | Full Time Employees – December 2019: 75 | General manager: Roman Pavloušek, Global Finance SSC Head

BPO Abra Software

SSC Alpiq Energy

BPO Avast

| Business type: BPO/ITO | Services Provided:

| Business type: SSC | Services Provided:

| Business type: BPO/ITO | Services Provided:

BPO Accace

SSC Amazon Logistics Prague

AXA Assistance

| Business type: BPO/ITO | Services Provided:

| Business type: SSC | Services Provided: Logistics | Global HQ: USA

Tel.: 420 272 099 990 | Business type: Hybrid | Services Provided: Call Center | Global HQ: France | Date started in CEE: 1999 | Full Time Employees – December 2019: 160

BPO Accenture Services s.r.o.

Tel.: +420 221 984 545 | Business type: BPO | Services Provided: https://www.accenture.com/cz-en/ about/operations-index, Global | Global HQ: USA | Full Time Employees – December 2019: 1800 | General manager: Ota Kulhánek, Director, Accenture Business Services

BPO Anect | Business type: BPO/ITO | Services Provided:

BPO Aon Benfield

SSC Barclays

| Business type: BPO/ITO | Services Provided:

Tel.: +420 261 097 800 | Business type: SSC | Services Provided: F&A | Global HQ: UK

BPO Arbes Technologies | Business type: BPO/ITO | Services Provided:

BPO Adastra

BPO Ariba Czech s.r.o.

| Business type: BPO/ITO | Services Provided:

Tel.: +420 225 372 600

Winner

BPO blue-infinity | Business type: BPO/ITO | Services Provided:

BPO Bluelink International CZ Tel.: 420 296 341 311 | Business type: BPO | Services Provided: Call Center | Global HQ: France | Date started in CEE: 2003 | Full Time Employees – December 2019: 500

SSC Bodycote SSC Tel.: 420-2-2888-1328 | Business type: SSC | Services Provided: F&A | Global HQ: UK | Date started in CEE: 2012 | Full Time Employees – December 2019: 95

BPO BSC Praha | Business type: BPO/ITO | Services Provided:

CA Technologies – Prague Technology Center Tel.: +420 226 205 800 | Business type: Hybrid | Services Provided: F&A, IT, Customer support, and Inside Sales. PTC has become one of CA\\'s key offices in EMEA. | Global HQ: USA | Date started in CEE: 2005 | Full Time Employees – December 2019: 400

SSC Biocev

SSC CAD Studio

| Business type: SSC | Services Provided:

| Business type: SSC | Services Provided:

Top Robotics Implementation of the Year

Cognizant Technology Solutions

CEE Business Services Directory

Prague

CEE

Business Services Awards

2020

2020

Watch the Winner on YouTube www.EuropeanBusinessServices.com

62

Czech Republic Prague

SSC Canon

CSC

BPO Epiroc

SSC Honeywell International (SSC)

| Business type: SSC | Services Provided:

Tel.: +420 2 3478 1000 | Business type: Hybrid | Services Provided: SSC: F&A, IT, CCC. EMEA regional coverage | Global HQ: USA | Date started in CEE: 2006 | Full Time Employees – December 2019: 800 | General manager: Jan Kohout, Director of Corporate Shared Services Europe

| Business type: BPO/ITO | Services Provided:

Tel.: +420 242 442 111 | Business type: SSC | Services Provided: F&A, R&D, Supply Chain management, customer support | Global HQ: USA | Date started in CEE: 2006 | Full Time Employees – December 2019: 4000

BPO CDK | Business type: BPO/ITO | Services Provided:

SSC CDK Global | Business type: SSC | Services Provided: IT services

SSC ČEZ Korporátní služby

| Business type: SSC | General manager: Petr Nasadil, MD

| Business type: BPO/ITO | Services Provided:

SSC Expedia

BPO D-Ploy | Business type: BPO/ITO | Services Provided:

SSC Deutsche Börse Services | Business type: SSC | General manager: Armin Borries , General Manager

SSC Clearstream Operations P rague s.r.o. (Deutsche Borse) Tel.: +420 296 429 111 | Business type: SSC | Services Provided: F&A | Global HQ: Germany | Date started in CEE: 2008 | Full Time Employees – December 2019: 300 | General manager: Armin Borries , General Manager

SSC Cleverlance Enterprise Tel.: +420 266 177 166 | Business type: SSC | Services Provided: BPO | General manager: Jiri Kostlan, Project Manager

BPO CN Group | Business type: BPO/ITO | Services Provided:

BPO Cognizant Technology | Business type: BPO/ITO | Global HQ: USA

BPO COM PLUS | Business type: BPO/ITO | Services Provided:

BPO Comdata | Business type: BPO/ITO | Services Provided:

BPO Commerz Systems | Business type: BPO/ITO | Services Provided:

SSC Commerzbank | Business type: SSC | Services Provided:

BPO Concur | Business type: BPO/ITO | Services Provided:

SSC Covidien AG Tel.: +420 236 073 100 | Business type: SSC | Services Provided: F&A, operations, and other strategic services for the company network in EMEA. | Full Time Employees – December 2019: 150 | General manager: Olga Bartonova, Financial Controller

SSC Crown Worldwide Movers | Business type: SSC | Global HQ: USA

2020

BPO EUC Premium

BPO Curium

BPO CGI

| Business type: BPO/ITO | Services Provided:

BPO Etnetera | Business type: BPO/ITO | Services Provided:

| Business type: BPO/ITO | Services Provided: Helle Juhl McDermott

| Business type: BPO/ITO | Services Provided:

BPO Cigler software

BPO ESET | Business type: BPO/ITO | Services Provided:

SSC DHL IT Services Tel.: 420 288 800 000 | Business type: SSC | Services Provided: SSC for IT operations. Belongs to the Global Business Services division of DP DHL which bundles all common and non-business-specific services and provides them at cost and at world-class service levels to the entire DP DHL group. | Global HQ: Holland | Date started in CEE: 2004 | Full Time Employees – December 2019: 1300

SSC Diebold Nixdorf | Business type: SSC | Services Provided:

BPO Dimension Data | Business type: BPO/ITO | Services Provided:

BPO DXC Technology | Business type: BPO/ITO | Services Provided:

SSC eBay | Business type: SSC | Services Provided: SSC: Analysis and marketing | Global HQ: USA | Date started in CEE: 2008 | Full Time Employees – December 2019: 100

BPO EDITEL | Business type: BPO/ITO | Services Provided:

SSC Edwards Lifesciences | Business type: SSC | Services Provided: F&A | Global HQ: USA | General manager: Petr Vašek, Finance Director EMEA / CM Czech Rep

BPO Eli Beamlines | Business type: BPO/ITO | Services Provided:

BPO Eman | Business type: BPO/ITO | Services Provided:

BPO EmbedIT | Business type: BPO/ITO | Services Provided:

BPO EPAM Systems | Business type: BPO/ITO | Global HQ: USA

Tel.: +420 226 256 800 | Business type: SSC | Services Provided: F&A, CSC | Global HQ: USA | Date started in CEE: 2014 | Full Time Employees – December 2019: 200

ExxonMobil Business Support Center Czechia s.r.o. | Business type: Hybrid | Services Provided: https://corporate.exxonmobil.com/ Locations/Czech-Republic, Energy, Global | Global HQ: USA | Date started in CEE: 2004

SSC Fleetcor | Business type: SSC | Services Provided:

BPO HSBC | Business type: BPO/ITO | Services Provided:

BPO IBA Group Tel.: 00420 251 116 206 | Business type: BPO | Services Provided: IT service provider with offices in 11 countries. Focus areas: mainframe systems; enterprise, web, and mobile applications; SAP solutions; business analytics; and Big Data. Serves clients in 40+ countries across banking, transport, manufacturing, telecom, oil&gas, and other industries. Top 5 clients: IBM, Goodyear, Fujitsu Technology Solutions, Gazprom, and Rockwell Automation | Global HQ: Belarus | Date started in CEE: 1999 | Full Time Employees – December 2019: 2600 | General manager: Sergei Levteev, Group Chairman

SSC Foxconn Development

BPO IBA Group

| Business type: SSC | Global HQ: USA

Tel.: +420 251 116 206 | Business type: BPO | Services Provided: ibagroupit.com, IT, Global | Date started in CEE: 1993 | Full Time Employees – December 2019: 2830 (2019) , 2800 (2020) – est. | General manager: Sergei Levteev, Chairman

SSC GE Aviation Czech | Business type: SSC | Global HQ: USA

BPO GEM System | Business type: BPO/ITO | Services Provided:

BPO Gemalto

BPO IBM Česká Republika

| Business type: BPO/ITO | Services Provided:

| Business type: BPO/ITO | Global HQ: USA

BPO GEP

BPO ICON Communication Centres

| Business type: BPO/ITO | Services Provided:

| Business type: BPO/ITO | Services Provided:

BPO GoodData

BPO ICZ

| Business type: BPO/ITO | Services Provided:

| Business type: BPO/ITO | Services Provided:

BPO Google

BPO Information Systems

| Business type: BPO/ITO | Global HQ: USA

| Business type: BPO/ITO | Services Provided:

BPO Guerbet

BPO Infosys BPO

| Business type: BPO/ITO | Services Provided:

| Business type: BPO | Services Provided: BPO | Global HQ: India | Full Time Employees – December 2019: 400 | General manager: Jan Skotak, Regional Center Head

SSC Hay Group (Korn Ferry) | Business type: SSC | Services Provided:

BPO HCL Technologies

SSC ING Group

| Business type: BPO | Services Provided: BPO (IT) | Global HQ: India | Date started in CEE: 2015 | Full Time Employees – December 2019: 130

| Business type: SSC | Services Provided:

BPO Hewlett Packard | Business type: BPO/ITO | Global HQ: USA

CEE Business Services Directory

BPO Carrier | Business type: BPO/ITO | Global HQ: USA

SSC International SOS Assistance Tel.: +420 222 111 111 | Business type: SSC | Services Provided: F&A | Global HQ: UK | Date started in CEE: 2009 | Full Time Employees – December 2019: 100

BPO Hoerbiger

SSC Interoute Czech s.r.o.

| Business type: BPO/ITO | Services Provided:

Tel.: +420 225 353 111 | Business type: SSC | Services Provided: SSC: Call center/Customer support

www.EuropeanBusinessServices.com

63

Czech Republic Prague

Manager’s Profile

100 bots in 2021. Moving to cognitive technology as of 2022.

Bernd Boketta

Given the shock of events in spring 2020, how are you adjusting your office environment and space requirements?

Intensifying WFA and share desk, reducing office space by 30%.

Vice President Global Business and Technical Solutions Mann+Hummel Services Ltd, Czech Republic Parent Company: Mann+Hummel, Ludwigsburg, Germany

Talent and Employment Issues.

MH is stable in staffing with attrition below 8% for few years (supported by location on countryside). No major impact expected.

Explain why your company set up operations in CEE. Basic target for captive GBS was labor arbitrage and cost efficiency for transactional processes. Meanwhile this changed into capability for GBS to automate and digitalize processes at high quality and speed. Other GBS locations are in India and China.

And over the next 1-2 years, what further changes to you foresee? (Do you see any “silver linings” in terms of growth of services, etc.?)

Bigger focus on process ownership and shaping and digitalization.

for European languages. | Global HQ: UK | Date started in CEE: 2005 | Full Time Employees – December 2019: 300

SSC Inventi Development | Business type: SSC | Services Provided:

BPO IXPERTA | Business type: BPO/ITO | Services Provided:

SSC J&T Services | Business type: SSC | Services Provided:

SSC Jarden Business Services Group Tel.: +420 284814250 | Business type: SSC | Services Provided: F&A. Services nearly 30 different Jarden affiliates operating in more than 20 countries in EMEA. Services: A/P, A/R, GL, Treasury and Customer Service areas. | Global HQ: USA | Date started in CEE: 2015 | Full Time Employees – December 2019: 100 | General manager: Radka Bellissimo, Head of SSC

BPO JATO | Business type: BPO/ITO | Services Provided:

SSC JNJ Global Business Services, s.r.o.

Tel.: +420 227 012 111 | Business type: SSC | Services Provided: GFS EMEA is one of 5 Johnson &

2020

Process Automation/RPA – please tell us what your company is doing in this space. What will you be doing in 2020/2021, and what impact do you expect this to have in the next 2-3 years?

We have around 50 bots, using Blue Prism Technology since around five years. Targeting

Johnson Global Financial Services organizations supporting the major financial processes of Johnson & Johnson EMEA Operating Companies. Processes include: P2P, A/P (N.America), AtR (Reporting, VAT, FA,Inv) as well as Invoice to Cash for the MD&D EMEA business. | Global HQ: USA | Date started in CEE: 2006 | Full Time Employees – December 2019: 300 | General manager: David Mansfeld, Managing Director, Global Services, EMEA

SSC Kiwi.com | Business type: SSC | Services Provided:

SSC Knorr-Bremse Services Europe s.r.o. | Business type: SSC | General manager: David Bohm, Head of Regional Businesss Service Europe

Give us some specific cost savings tactics of your firm in Q1/Q2 of 2020.

10% SGA target 28 years in Business, Logistics and Customer Service background, 15 years in SSC (BPO and captive), greenfield start up SSC, SSC Leader since 2015, European, multi-lingual, digitally educated, agile and flexible.

SSC Logan SSC

BPO Morosystems

| Business type: SSC | Services Provided:

| Business type: BPO/ITO | Services Provided:

SSC Lukoil Accounting & Finance Europe Tel.: 420-257-414-444 | Business type: SSC | Services Provided: F&A. Lukoil relocated this SSC from Finland to Prague. | Global HQ: Russia | Date started in CEE: 2012 | General manager: Petr Pruner, Director of Operations

SSC Manpower Group | Business type: SSC | Services Provided:

SSC Medicins Sans Frontiere Prague | Business type: SSC | Services Provided:

SSC Medtronic Tel.: +420 236 073 100 | Business type: SSC | Global HQ: USA

SSC Komerční banka

SSC Merck Sharp & Dohme

| Business type: SSC | Services Provided:

| Business type: SSC | Services Provided:

SSC Konica Minolta Business

SSC Microsoft

| Business type: SSC | Services Provided:

| Business type: SSC | Global HQ: USA

SSC Landis+Gyr s.r.o.

SSC Monster Worldwide

| Business type: SSC | Services Provided:

| Business type: SSC | Global HQ: USA

SSC MSD IT Global Innovation Center Tel.: 420 277 026 000 | Business type: SSC | Services Provided: IT specialists. | Global HQ: USA | Full Time Employees – December 2019: 200

SSC NESS | Business type: SSC | Services Provided:

BPO NNIT | Business type: BPO/ITO | Services Provided:

CEE Business Services Directory

What are the immediate changes your BSC faces now because of the coronavirus issue?

WFA – working from anywhere applied at higher scales than before, concept worked out fine.

2-3 specific bits of advice to other firms keen to optimize their SSC/BPO operations in CEE. Or advice to a “newcomer” considering setting up in CEE. • For Location research in Czech, Poland or Hungary – look beyond the capitals.

• Think 5-10 years ahead where you want to be!

• Shifting processes to offshore locations in later steps.

SSC Novartis | Business type: SSC | Global HQ: USA | General manager: Frantisek Havel, Operations Manager

SSC Novell | Business type: SSC | Services Provided: BPO/IT services

BPO OKsystem | Business type: BPO/ITO | Services Provided:

BPO Operations Prague | Business type: BPO/ITO | Services Provided:

SSC Oracle Tel.: +420 221 438 150

www.EuropeanBusinessServices.com

64

Czech Republic Brno

Ortho Clinical Diagnostics | Business type: R&D | Services Provided:

SSC Panalpina Business Services (Prague), s.r.o.

Tel.: :+420 235 031 111 | Business type: SSC | Services Provided: SSC: F&A | Global HQ: Germany | Date started in CEE: 2013 | Full Time Employees – December 2019: 180 | General manager: Jan Novak, BSC Director

SSC Pfizer Global Financial Solutions Centre | Business type: SSC | Services Provided: www.pfizer.com, Pharmaceuticals, Europe/EMEA | Global HQ: USA | Date started in CEE: 2014 | Full Time Employees – December 2019: 190 and 175 | General manager: KyRic Tucker, Site Lead, Global Financial Solutions

BPO Process Solutions, s.r.o.

Tel.: +420 222 740 000 | Business type: BPO | Services Provided: F&A | General manager: Tomas Frkal, Country Lead

BPO Profinit | Business type: BPO/ITO | Services Provided:

SSC Regus EMEA Financial Services Center

SSC Scanservice

SSC Unicredit Group

BPO Comdata

| Business type: SSC | Services Provided:

Tel.: +420 221 112 111 | Business type: SSC | Services Provided: SSC: Transaction services | Global HQ: Italy | Date started in CEE: 2005 | Full Time Employees – December 2019: 260

| Business type: BPO/ITO | Global HQ: USA

BPO Valeo

| Business type: BPO/ITO | Services Provided:

BPO Servodata | Business type: BPO/ITO | Services Provided:

SSC Siemens s.r.o. | Business type: SSC | Services Provided: Other, EMEA, F&A, HR, Logistics, Customer Support | Global HQ: Germany | Date started in CEE: 2003 | Full Time Employees – December 2019: 1500 | General manager: Adam Kiwalski, Head Business Shared Services

BPO Sirva | Business type: BPO/ITO | Services Provided:

SSC SITA Information Networking Computing B.V.

| Business type: BPO/ITO | Services Provided:

BPO Veeam | Business type: BPO/ITO | Services Provided:

BPO Vema | Business type: BPO/ITO | Services Provided:

SSC Dixons Carphone CoE, s.r.o.

BPO Webcom

Brno

SSC Solar Turbines EAME | Business type: SSC | Services Provided:

BPO Solutions Czech

BPO Your System | Business type: BPO/ITO | Services Provided:

BPO Zebra Technologies | Business type: BPO/ITO | Services Provided:

SSC ABB | Business type: SSC | Services Provided:

SSC ACER Tel.: 420 531 027 777 | Business type: SSC | Services Provided: Call Centre: Service and support | Global HQ: Taiwan | Date started in CEE: 2005 | Full Time Employees – December 2019: 100

Tel.: +420 222 191 100 | Business type: SSC | Services Provided: SSC: F&A, HR | Global HQ: USA | Date started in CEE: 2008 | Full Time Employees – December 2019: 215

| Business type: BPO/ITO | Services Provided:

BPO Research Centre

SSC Steelcase

BPO Apprise Software

| Business type: SSC | Global HQ: USA

| Business type: BPO/ITO | Services Provided:

| Business type: BPO/ITO | Services Provided:

SSC RR Donnelley Tel.: +420-257-409-011 | Business type: SSC | Services Provided: F&A | Global HQ: USA | General manager: Soňa Houtová, HR Manager

SSC SONY DADC

BPO Admas

| Business type: SSC | Services Provided:

| Business type: BPO/ITO | Services Provided:

SSC T-Systems

BPO AT&T

| Business type: SSC | Services Provided:

| Business type: BPO/ITO | Global HQ: USA

BPO TMF Group

SSC Atlas Copco Services

| Business type: BPO/ITO | Services Provided:

| Business type: SSC | Services Provided:

BPO Transcom Worldwide

BPO Avast

Tel.: 420 221507811 | Business type: BPO | Services Provided: Call Centre | Date started in CEE: 2006 | Full Time Employees – December 2019: 100 | General manager: Zbyněk Kadidlo, General Manager, Czech and Slovakia

| Business type: BPO/ITO | Services Provided:

BPO Trask Solutions

BPO Ceplant

Tel.: +420 257 118 111 | Business type: SSC | Services Provided: F&A | Global HQ: USA | Date started in CEE: 2005 | Full Time Employees – December 2019: 750

| Business type: BPO/ITO | Services Provided:

| Business type: BPO/ITO | Services Provided:

BPO TTC Marconi

BPO ČEZ Korporátní služby

| Business type: BPO/ITO | Services Provided:

| Business type: BPO/ITO | Services Provided:

SSC Savencia Fromage & Dairy

BPO Unicorn

BPO CGI

| Business type: BPO/ITO | Services Provided:

| Business type: BPO/ITO | Services Provided:

BPO S&T CZ | Business type: BPO/ITO | Services Provided:

BPO Sabris CZ | Business type: BPO/ITO | Services Provided:

SSC SAP Business Services Centre Europe s.r.o

SSC Deutsche Telekom Services Europe | Business type: SSC | General manager: Sergei Holmeckis, MD

Tel.: +420 724 173 085 | Business type: SSC | Services Provided: F&A, IT Services/Software Development, HR or Payroll, Data Analytics/ Management, Logistics/Supply Chain, Customer Support/Call Centre/ Telemarketing | Global HQ: UK | Date started in CEE: 2007 | Full Time Employees – December 2019: 520

SSC Skype BPO Software602

BPO Deloitte | Business type: BPO/ITO | Global HQ: USA

SSC Vodafone

| Business type: BPO/ITO | Services Provided:

| Business type: BPO/ITO | Services Provided:

BPO Delivery Centre

| Business type: SSC | Services Provided:

Tel.: +420 221 180 111 | Business type: SSC | Services Provided: F&A, IT, CC Gustavo Romero | Global HQ: Switzerland | Date started in CEE: 2006 | Full Time Employees – December 2019: 2000 | General manager: Gustavo Romero, Director of Service Operations

| Business type: SSC | Services Provided:

BPO CzechGlobe | Business type: BPO/ITO | Services Provided:

AVG BPO Ceitec | Business type: BPO/ITO | Services Provided:

SSC Edwards Group – Finance Shared Services Tel.: +420 776 793 732 | Business type: SSC | Services Provided: F&A (also oversees S. Korea) | Global HQ: USA | Full Time Employees – December 2019: 145

BPO EmbedIT | Business type: BPO/ITO | Services Provided:

BPO Fabory CZ Holding, s.r.o. | Business type: BPO/ITO | Services Provided:

SSC FEI (Thermo Fisher Scientific) | Business type: SSC | Global HQ: USA

BPO Financial Express | Business type: BPO/ITO | Services Provided:

BPO FNZ | Business type: BPO/ITO | Services Provided:

SSC Gardner Denver CZ + SK, s.r.o.

Tel.: +420 548 211 685 | Business type: SSC | Services Provided: F&A | Global HQ: USA | Date started in CEE: 2011 | General manager: Jan Pokorny

BPO GoodData | Business type: BPO/ITO | Services Provided:

BPO HeidelbergCement | Business type: BPO/ITO | Services Provided:

SSC Honeywell Technology Solutions | Business type: SSC | Services Provided: R&D center. The largest research and innovation centre in Central Europe, working on Aircraft Technologies and Automotive Systems | Global HQ: USA

| Business type: SSC | Services Provided:

2020

CEE Business Services Directory

| Business type: SSC | Services Provided: F&A | Global HQ: USA | Date started in CEE: 2006 | Full Time Employees – December 2019: 700 | General manager: Zuzana Stihlova, Head of Marketing

www.EuropeanBusinessServices.com

65

Czech Republic Ceska Lipa

Tel.: +420 272 131 111 | Business type: BPO | Services Provided: F&A, ITO | Global HQ: USA | Date started in CEE: 2001 | Full Time Employees – December 2019: 3700 | General manager: Vladislav Doktor, Corporate Communications

BPO IMI International (Norgren) | Business type: BPO/ITO | Services Provided:

SSC IMI Precision Engineering Tel.: +420 532 278 111 | Business type: SSC | Services Provided: F&A | Full Time Employees – December 2019: 30 | General manager: Vlasta Svitakova, HR Manager Eastern Europe

BPO IMTM | Business type: BPO/ITO | Services Provided:

BPO Infosys (Czech Republic) Limited, s.r.o.

Tel.: +420 542 212406 | Business type: BPO | Services Provided: BPO: Sales Order Management, F&A, Insurance Services, Banking | Global HQ: India | Date started in CEE: 2004 | Full Time Employees – December 2019: 450 | General manager: Jan Skoták, Infosys BPO Regional Center Head

BPO Itself | Business type: BPO/ITO | Services Provided:

BPO KBC Group | Business type: BPO/ITO | Services Provided:

BPO Kiwi.com | Business type: BPO/ITO | Services Provided:

| Business type: SSC | Services Provided: F&A | Date started in CEE: 2008 | Full Time Employees – December 2019: 360 | General manager: Ondrej Merta, Marketing manager

SSC Monster Worldwide CZ, s.r.o.

Tel.: +420 234 775 000 | Business type: SSC | Services Provided: F&A | Global HQ: USA | Date started in CEE: 2004, 2008 | Full Time Employees – December 2019: 400

SSC Motorola Solutions CZ Tel.: +420 5 3333 6000 | Business type: SSC | Services Provided: F&A, CCC, repair centre | Global HQ: USA | Date started in CEE: 2003 | Full Time Employees – December 2019: 260 | General manager: Petr Spinar, Country Manager, Czech Republic

BPO NESS | Business type: BPO/ITO | Services Provided:

BPO NetSuite / Oracle

SSC TESCO Service Center

BPO Comdata

Tel.: +420 272 087 111 | Business type: SSC | Services Provided: F&A, IT Services | Global HQ: UK | Date started in CEE: 1999 | Full Time Employees – December 2019: 250

| Business type: BPO/ITO | Services Provided:

BPO Xura

| Business type: SSC | Services Provided:

| Business type: BPO/ITO | Services Provided:

BPO Y Soft Solutions | Business type: BPO/ITO | Services Provided:

BPO Zebra Technologies | Business type: BPO/ITO | Services Provided:

Ceska Lipa SSC Johnson Controls Tel.: +420 567 322 883-5 | Business type: SSC | Services Provided: F&A, HR, IT services in European languages | Global HQ: USA | Full Time Employees – December 2019: 110

SSC Bosch

SSC ExlService (Schneider Logistics) Tel.: +420 585 577 111 | Business type: SSC | Services Provided: SSC (fin/acc/CCC) | Global HQ: USA | Full Time Employees – December 2019: 173

Tel.: +420 371 791 081 | Business type: SSC | Services Provided: F&A | Global HQ: USA | Date started in CEE: 2005 | Full Time Employees – December 2019: 300 | General manager: Tomas Knapek, Learning & Development Manager

SSC E.ON | Business type: SSC | Services Provided:

SSC Komerční banka

SSC Salmon Software Tel.: +420 775 995 661 | Business type: SSC | General manager: Gary Thomas, Managing Director

BPO Red Hat

BPO Minerva

| Business type: BPO/ITO | Services Provided:

| Business type: BPO/ITO | Services Provided:

SAP Services

Hradec Králové SSC ČEZ Korporátní služby

SSC Konica Minolta Business

BPO Seznam.cz

BPO Comdata

| Business type: SSC | Services Provided:

| Business type: BPO/ITO | Services Provided:

| Business type: BPO/ITO | Services Provided:

SSC Lear Corporation

SSC Software AG

BPO Ella CS

| Business type: SSC | Global HQ: USA

Tel.: +420 543 524 666 | Business type: SSC | Services Provided: IT and F&A. In Germany, IDS Scheer is among the top 10 IT service providers. | Global HQ: Germany | Full Time Employees – December 2019: 30

| Business type: BPO/ITO | Services Provided:

BPO SolarWinds | Business type: BPO/ITO | Global HQ: USA

BPO Solitea Česká republika | Business type: BPO/ITO | Services Provided:

BPO Solutions Czech | Business type: BPO/ITO | Services Provided:

Olomouc

| Business type: SSC | Services Provided:

| Business type: SSC | Services Provided:

2020

SSC MANN+HUMMEL Service s.r.o.

Tel.: +420 568 898 181 | Business type: SSC | Services Provided: Manufacturing/Production, Global, F&A, IT Services/Software Development, HR, Data Analytics, R&D, Pension/Investment fund Accounting/Admin | Global HQ: Germany | Full Time Employees – December 2019: 292 | General manager: Bernd Boketta, Vice President and Managing Director

| Business type: SSC | Services Provided:

BPO Services Europe CZ

Tel.: +420 549 121 548

Okříšky u Jihlavy

SSC PPG Industries Czech Republic, s.r.o.

| Business type: BPO/ITO | Services Provided:

SSC Mediclinic a.s.

BPO Laird Technologies | Business type: BPO/ITO | Services Provided:

Pixmania

SSC Komerční banka

SSC Lufthansa InTouch Group Telesales

SSC Komerční banka

České Budějovice

| Business type: BPO/ITO | Services Provided:

| Business type: SSC | Services Provided:

Tel.: +420 515 503 160 | Business type: SSC | Services Provided: BPO: Customer Support/Call Centre/ Telemarketing. Lufthansa InTouch is a worldwide network of Lufthansa Service Centers with headquarters in Berlin. We assist Lufthansa customers, along with the customers of other companies within the Lufthansa Group | Global HQ: Germany | Date started in CEE: 2005 | Full Time Employees – December 2019: 300 | General manager: Roman Tesar, MD

SSC Knorr-Bremse Czech Republic | Business type: SSC | Services Provided:

BPO GMC Software Technology | Business type: BPO/ITO | Services Provided:

BPO Kingspan

SSC Schneider Logistics Tel.: +420 281 088 111 | Business type: SSC | Services Provided: Financial and accounting services | Full Time Employees – December 2019: 230

Ostrava SSC ABB (Operační centrum Česká republika (CZOPC) | Business type: SSC | Services Provided: process automation, IT

SSC AutoCont CZ | Business type: SSC | Services Provided:

| Business type: BPO/ITO | Services Provided:

Axa Assistance

BPO Komerční banka

| Services Provided: providing assistance insurance products

| Business type: BPO/ITO | Services Provided:

BPO Lion Teleservices | Business type: BPO/ITO | Services Provided:

Liberec

BPO Tescan Orsay Holding

SSC ČEZ Korporátní služby

| Business type: BPO/ITO | Services Provided:

| Business type: SSC | Services Provided:

CEE Business Services Directory

BPO IBM Global Services Delivery Centre

SSC Canon | Business type: SSC | Services Provided:

ČEZ Korporátní služby, s.r.o. | Services Provided: transport services, management of movable and immovable property, administrative support services, accounting, payroll calculation and personnel

www.EuropeanBusinessServices.com

66

Czech Republic Otrokovice

CGI IT Czech Republic s.r.o.

SSC NESS

SSC VÍTKOVICE IT SOLUTIONS a. s.,

| Business type: Hybrid | Services Provided: BPO: IT services | Date started in CEE: 2015

| Business type: SSC | Services Provided:

| Business type: SSC | Services Provided: IT services

| Business type: Hybrid | Services Provided: BPO: customer care, sales and marketing | Global HQ: Italy | Date started in CEE: 2012 | Full Time Employees – December 2019: 900

BPO D-Ploy | Business type: BPO/ITO | Services Provided:

SSC DHL Express (Czech Republic) | Business type: SSC | Services Provided: accounting, tax accounting, consulting, marketing, road transport, trade and services

SSC DSV ROAD | Business type: SSC | Services Provided: International and domestic transportation

EmbedIT

SSC O2 | Business type: SSC | Services Provided: clearance of private and corporate customers, call customer care, handling reklepmací, offering products and services company

BPO OKIN Business Process Services Tel.: +420 724 614 658 | Business type: BPO | Services Provided: BPO: sales support, project management and coordination of deliveries, technical and customer support | Global HQ: Czech | Full Time Employees – December 2019: 1500 | General manager: Smith Danieldn.smith@ okinbps.com

| Business type: ITO | Services Provided: IT Services

BPO První Vítkovická Personální s.r.o.

BPO GMC Software Technology

| Business type: BPO/ITO | Services Provided: HR services

| Business type: BPO/ITO | Services Provided:

SSC Gordic

BPO Railsformers

| Business type: SSC | Services Provided: IT and accounting methodology

| Business type: BPO/ITO | Services Provided: development of internet and intranet systems and web applications

BPO XEROX

SSC ON Semiconductor

| Business type: BPO/ITO | Services Provided: customer care, telesales, administration, technical support | Global HQ: USA

Tel.: 420 571 753 111 | Business type: SSC | Services Provided: F&A, supply mng, logistics, HR and Design center ( Computing, Consumer, Power Supply, LED Lighting, Portable) | Full Time Employees – December 2019: 94

Otrokovice SSC LAPP KABEL s.r.o.

Tel.: 420 573 501 000 | Business type: SSC | Services Provided: F&A. Lapp Systems GmbH is owned by the Lapp Group specialising in customised cable and line system assemblies. | Global HQ: Germany | Full Time Employees – December 2019: 55

SSC Foxconn

NonStop s.r.o Tel.: +420 466 266 720 | Business type: Hybrid | Services Provided: BPO: Recruitment and training | Full Time Employees – December 2019: 40 | General manager: Kevin Smith, Founder

RWE Zákaznické služby, s. r. o. | Services Provided: matters related to the collection of gas and electricity

BPO IBM Česká republika, spol. s r.o

SSC SIEMENS

| Business type: SSC | Services Provided:

| Business type: BPO/ITO | Services Provided: IT Services | Global HQ: USA

| Business type: SSC | Services Provided: services in accounting, purchasing and HR for other countries of Siemens

| Business type: SSC | Services Provided:

BPO Innogy | Business type: BPO/ITO | Services Provided:

BPO IT4 Innovations | Business type: BPO/ITO | Services Provided:

BPO K2 ATMITEC | Business type: BPO/ITO | Services Provided: IT Services

SSC Komerční banka | Business type: SSC | Services Provided:

BPO Kvados | Business type: BPO/ITO | Services Provided:

SSC ADP SSC Aimtec SSC ČEZ Korporátní služby

| Business type: Hybrid | Services Provided: ITO: IT services and software development | Global HQ: Finland | Full Time Employees – December 2019: 120

| Business type: SSC | Services Provided:

SSC Hay Group (Korn Ferry) | Business type: SSC | Services Provided:

BPO TIETO Czech

BPO Kerio

Tel.: +420 597 159 900 | Business type: BPO | Services Provided: IT services | Global HQ: Finland | Date started in CEE: 2004 | Full Time Employees – December 2019: 2000 | General manager: Petr Lukasik, VP, MD Tieto Czech

| Business type: BPO/ITO | Services Provided:

SSC VÍTKOVICE ACCOUNTING a.s.

SSC MONETA MONEY BANK

SSC Vítkovice IT Solutions

| Business type: SSC | Services Provided: support staff, offering products, approval of loan products, support staff outlets, answering questions

| Business type: SSC | Services Provided: logistics

2020

Plzen

Stora Enso Wood Products

| Business type: SSC | Services Provided: accounting

SSC Komerční banka | Business type: SSC | Services Provided:

Tel.: +420 466 057 200 | Business type: SSC | Services Provided: F&A | Global HQ: USA | Date started in CEE: 2006 | Full Time Employees – December 2019: 60 | General manager: Jitka Kratochvílová, HR Director EMEA

BPO IBA CZ

BPO IETECH

SSC Johnson Control | Business type: SSC | Global HQ: USA

Pardubice

| Business type: BPO/ITO | Services Provided: IT, Mobile application

| Business type: BPO/ITO | Services Provided:

Ústí nad Labem

CEE Business Services Directory

ComData Czech

BPO NetDirect, s.r.o. | Business type: BPO/ITO | Services Provided: providing software, consultancy in hardware and software, technical consultancy, professional courses, advertising and commercial activities

Roznov pod Radhostem

SSC Komerční banka | Business type: SSC | Services Provided:

BPO NTIS | Business type: BPO/ITO | Services Provided:

BPO PDM Technology | Business type: BPO/ITO | Services Provided:

SSC Sony DADC Czech Republic – European Service Centre Tel.: 420-377-169-240 | Business type: SSC | Services Provided: F&A, procurement, call centre | Global HQ: Japan

www.EuropeanBusinessServices.com

67

Slovakia Bratislava

Slovakia BPO Accenture Services Tel.: 421-2-59290290 | Business type: BPO | Services Provided: F&A, HR, Customer Service, IT, Procurement | Global HQ: USA | Date started in CEE: 2002 | Full Time Employees – December 2019: 1795 | General manager: Gianrodolfo Tonielli, MD

SSC Achilles Information Slovakia

to airlines, opened a centralised load control (CLC) centre in 2016. | Global HQ: UK | General manager: Martin Beneš, CFO

SSC Allianz Business Services Tel.: +421 2 6929 4442 | Business type: SSC | Services Provided: Finance, IT | Global HQ: Germany | Date started in CEE: 2006 | Full Time Employees – December 2019: 168

Tel.: +421-2-54640770 | Business type: SSC | Services Provided: Supplier Information & Supply Chain Risk Management | Global HQ: UK | Date started in CEE: 2007 | Full Time Employees – December 2019: 75

Allianz Technologies

SSC Adient

Amazon

| Business type: SSC | Services Provided: F&A, IT, Purchasing, Logistics, Sales, HR, Project Management, Analytics | Global HQ: USA | Date started in CEE: 2016 | Full Time Employees – December 2019: 930 | General manager: Marcela Vicianova, RTR Director

Tel.: 421-2-32324012 | Services Provided: F&A, Vendor Quality Management, Payroll, Customer Service, Sales, Analytics, Support | Global HQ: USA | Date started in CEE: 2011 | Full Time Employees – December 2019: 977

SSC Air Dispatch | Business type: SSC | Services Provided: Ops/ Logistics/Procure/Supply, Air Dispatch CLC, the world’s leading provider of specialist load control services

| Services Provided: F&A,, IT, Data Management, Business Consultancy | Global HQ: Germany | Date started in CEE: 2003 | Full Time Employees – December 2019: 165

Arval Slovakia | Services Provided: Car and Vehicle Leasing Fleet Management, Contract Hire and Leasing | Global HQ: France | Date started in CEE: 2004 | Full Time Employees – December 2019: 98

Winner

AT&T Global Network Services Slovakia

CBRE Corporate Outsourcing

Tel.: 421-2-69257211 | Services Provided: Customer Service Management, Sales, Billing & Accounting, Reporting, Service Delivery, Assurance, Network Engineering, Supply Management | Global HQ: USA | Date started in CEE: 2002 (2006 Kosice) | Full Time Employees – December 2019: 3577 | General manager: Gabriel Galgoci, Slovakia Country General Manager & Director Client Network Operations Management

| Services Provided: Enterprise Facilities Management, Advisory & Transaction Services, Project Management, Management Consulting, Etc. | Global HQ: USA | Date started in CEE: 2016 | Full Time Employees – December 2019: 109

Covestro | Services Provided: F&A, Payment Processes, Reporting | Global HQ: Germany | Date started in CEE: 2016 | Full Time Employees – December 2019: 217

SSC Austrian Airlines SSC

SSC Dell

Tel.: 421-2-49402100 | Business type: SSC | Global HQ: Austria

Tel.: 421-2-57508040 | Business type: SSC | Services Provided: F&A, IT/SoftDev/Digital, Ops/Logistics/ Procure/Supply, Client S&S, Client S&S, HR, Marketing | Global HQ: USA | Date started in CEE: 2002 | Full Time Employees – December 2019: 2300 | General manager: Stephen Caulfield

BASF | Services Provided: Finance, HR, Communication, Facility management | Global HQ: Germany | Date started in CEE: 1993 | Full Time Employees – December 2019: 30 | General manager: Edita Hippova, Managing Director

CAPCO | Services Provided: SSC – Finance, HR ; BPO- Business Analysis, Technical Consulting, Project Management | Global HQ: Belgium | Date started in CEE: 2013 | Full Time Employees – December 2019: 158

Deutsche Telekom Services Europe SSC Deutsche Telekom Services Europe Slovakia | Business type: SSC | Services Provided: F&A, IT/SoftDev/Digital, Ops/Logistics/ Procure/Supply, Client S&S, Client S&S | Global HQ: Germany | Date started in CEE: 2009 | Full Time Employees – December

Business Services Firm of the Year – CEE

Deutsche Telekom Services Europe Slovakia

CEE Business Services Directory

Bratislava

CEE

Business Services Awards

2020

2020

Watch the Winner on YouTube www.EuropeanBusinessServices.com

68

Slovakia Bratislava

Manager’s Profile

Office open but employees were encouraged to work from home. First wave of return to the office with additional security & health measures in place on 1 July 2020 (50% of seats available). There are no significant changes under consideration at this time.

Head GBS, Swiss Re Management AG, Slovakia, Parent Company: Swiss Re Management Ltd., Zurich, Switzerland

What is your company doing in CEE? Operation within CEE region in Bratislava, Slovakia. Finance Reinsurance (Accounting & Reporting, Finance EMEA, Finance Financial Planning & Analysis), Strategy & Operations EMEA, Property & Casualty Business Management, Life & Health Business Management, Operations Corporate Solutions (Technical Accounting, Claims, Business Services), Finance Corporate Solutions, Life Capital, Asset Management, Group Tax, Group Reporting, Global Business Solutions (Outsourcing, Sourcing, Robotics Automation Centre, Strategy & Operations). Information Technology (Finance IT, GDIS, Group CISO & Risk Management IT), Group Internal Audit, Human Resources Hub, Corporate Real Estate & Services, Legal & Compliance, Customer Experience & Digital Delivery, Finance Group Operations (Accounts Payables, Cash & Cost Operations) Total number of employees (end Q1 2020): 1710 employees (grown from 2015 to 2020 by 99%).

Explain why your company set up operation in CEE. • Excellent multilingual skills.

• EURO currency as one of a few in CEE. • Cost-effective, skilled and educated labour force.

• Great potential for R&D and innovation.

• Strategic location in Europe with great export potential.

• Political & economic stability.

What are the immediate changes your BSC faces now because of the coronavirus issue?

Local Incident Management Team monitoring local public authorities and Swiss Re Group Security guidelines, meetings on a daily basis with weekly communication to all employees. Strong focus on regular communication for past 17 weeks (as of July 2020) with the focus on community engagement & well-being.

And over the next 1-2 years, what further changes do you foresee? (Do you see any “silver linings” in terms of growth of services, etc.?)

At this stage there are no significant changes planned, we expect to continue to grow in headcount at a similar rate, with the potential for that to increase. zProcess Automation/RPA – please tell us what your company is doing in this space. What will you be doing in

2020

2020/2021, and what impact do you expect this to have in the next 2-3 years?

The Robotic Automation Centre of Excellence (RAC) is an integral part of Swiss Re. Established in 2015 within the Global Business Solutions division, its mission is to optimize human capital through the introduction of robotic process automation solutions for the business across Swiss Re Group. One of the key mandates is to introduce a fit-for-purpose governance framework around these solutions.

RAC takes a systematic approach to evaluate, streamline processes and implement automation in order to significantly reduce human interaction on repetitive, rules-based, error prone value-enabling tasks, in order to improve cost effectiveness and outcome quality, and free up staff to undertake higher value added work.

More than 100 processes have undergone this transformation so far. To further enhance the capabilities of the solution offered, last year they delivered their first robust machine learning enable robot that will increase the applicability of the automated solutions and bring further benefits to the Group.

Robotic Automation Centre is a small team with disruptive impact. Over the last 3 years RAC has: • Globally 100+ processes have been streamlined and automated through the use of robots.

• With an overall Capacity Created of over 70 FTEs. • > 50% of the automations’ primary benefit is improved governance of periodic (quarterly or monthly) manual controls.

• Processes have been evaluated and robots deployed in every line of business (Reinsurance, CorSo & Life Capital) and enabling unit (Asset Management & Group Operations).

• Successfully deployed robots in functions like Internal Audit further emphasizing the use of robots for risk reduction, improvement of internal controls & governance processes. These robots initially used for an audit were then transferred to the operations team to provide continuous control.

• Established automation strategies in collaboration with OPEX and IT for each business unit to support the business strategic objectives.

Given the shock of events in spring 2020, how are you adjusting your office environment and space requirements?

Talent and Employment Issues.

In this changing and challenging environment Swiss Re is trying to adapt at speed and to enhance agility in the way of working. Thriving in this dynamic business environment means being faster and smarter in spotting new opportunities, responding to client needs and creating innovative solutions. To help employees (and the business) adapt at speed, continuous development and high-quality, frequent performance conversations are key; we believe that this will enable all employees to develop into the leaders we need and drive organisational performance.

Own the way you work™ principle implemented few years ago recognizes the possibility for our employees to organize their working time in a flexibile way and to work remotely if the situation requires it.

2-3 specific bits of advice to other firms keen to optimize their SSC/BPO operations in CEE. Or advice to a “newcomer” considering setting up in CEE. The need to avoid being a commodity has been present for some time and will not change with the rising cost base in CEE. The gap to the CEE region continues to shrink, becoming a more attractive location for employment within the EU. Give us some specific cost savings tactics of your firm in Q1/Q2 of 2020.

The focus is on optimizing internal operations and use of technology. In addition the focus remains on profitable business generation.

Nima Motazed is a Senior Executive with nearly 30 years of experience in financial industry focused on efficiency and effectiveness of operations, transformation, restructuring, revitalization and merger of major European groups.

Nima joined Swiss Re as Country President and Managing Director of Swiss Re Services (Slovakia) in January 2015. His major focus in this role is on further development of Swiss Re Bratislava as Center of Excellence and in delivering highest operational effectiveness to businesses and clients of Swiss Re. Prior to that, he served as COO and Member of the Management Board of NLB Banking Group in Ljubljana, Slovenia. Nima brings a strong track record of proven leadership and profound experience with strategic planning, procurement, IT and Sales for major European financial institutions among them, Bank Austria (Unicredit Austria) and Erste Bank Group. He served as a Managing Director/Head of EMEA Expense Management for Citigroup in London.

Additionally, he was Managing Director and Member of Divisional Management Board/Global Head of Organization and Services for West LB, Germany.

www.EuropeanBusinessServices.com

CEE Business Services Directory

Nima Motazed

69

Slovakia Bratislava

SSC DuPont Slovakia (Danisco Slovakia) Tel.: 421-2 32252200 | Business type: SSC | Global HQ: USA | Full Time Employees – December 2019: 103

DXC Technology | Services Provided: Cloud Engineering, Application Development & Services, Solutioning, Global Engineering, Process Optimalization, IT Operations, IT Infrastructure Management, Supply Chain, Server Management, Data Administration, Support Services | Global HQ: USA | Date started in CEE: 2004 | Full Time Employees – December 2019: 1352

2019: 1500 | General manager: Christian Schulz, Head of SSC

BPO Hewlett-Packard Slovakia Tel.: 421-2-57525111 | Business type: BPO | Global HQ: USA | Date started in CEE: 2000 | Full Time Employees – December 2019: 1800 | General manager: Hardware B2B Support, Application Management, Martin Sura

SSC IBM (ISC) | Business type: BSC/SSC/Captive | Services Provided: F&A, IT/SoftDev/ Digital, Client S&S, Client S&S, HR | Global HQ: USA | Date started in CEE: 2000 | General manager: Paul Burt, IBM ISC Managing Director and Location Leader

Erste Group IT International

ING Business Shared Services

| Services Provided: Information Technology, Information Systems, Hardware (HW) and Software (SW) | Global HQ: Austria | Date started in CEE: 2016 | Full Time Employees – December 2019: 250

| Services Provided: Risk Management & Analytics, Finance & Accounting, Retail Banking Operations, Security Administration, Payments Processing, IT support, Customer Support | Global HQ: Netherlands | Date started in CEE: 2015 | Full Time Employees – December 2019: 400 | General manager: Gyorgy Orlov, General Manager

Faurecia Slovakia SSC Tel.: 421-2-68286469 | Services Provided: F&A | Global HQ: France | Date started in CEE: n/a | Full Time Employees – December 2019: 30 | General manager: Peter Dvorňák, CEO

Insignia Lifestyle Services Europe Slovakia

| Business type: SSC | Global HQ: USA | Date started in CEE: 1994 | Full Time Employees – December 2019: 452 | General manager: IT Services

| Services Provided: Customer support and customer care services for premium credit card holders, Concierge services and lifestyle management | Global HQ: United Kingdom | Date started in CEE: 2016 | Full Time Employees – December 2019: 50

Genpact

IQVIA RDS Slovakia

| Services Provided: F&A | Global HQ: USA | Date started in CEE: 2015 | Full Time Employees – December 2019: 100

| Services Provided: Clinical Monitoring and Site Management, Medical and Scientific Services, Health Technology Assessment, Data Analytics, IT & Development, Finance & Accounting, HR, Payroll, Market Research, Procurement | Global HQ: USA | Date started in CEE: 2002 | Full Time Employees – December 2019: 435

SSC First Data

GEODIS Calberson Slovensko Tel.: +421 2 4025 5111 | Services Provided: F&A | Global HQ: France | Date started in CEE: 2009 | Full Time Employees – December 2019: 75 | General manager: Nicolas Mialon, General Manager

Global Blue Tel.: +421 232 222 514 | Services Provided: F&A, Customer Service, IT, Tax Free Shopping and Currency Processing Services | Global HQ: Switzerland | Date started in CEE: 1995 | Full Time Employees – December 2019: 258

SSC Henkel Slovensko, spol. s r.o. | Business type: SSC | Services Provided: F&A, IT/SoftDev/Digital, Ops/ Logistics/Procure/Supply, Client S&S, Client S&S, R&D, HR, Master Data Management, Marketing & Sales | Global HQ: Germany | Date started in CEE: 2006 | Full Time Employees – December

2020

SSC Johnson Controls Tel.: +421 2 5728 5000 | Business type: BSC/SSC/Captive | Services Provided: F&A, Client S&S, Client S&S | Global HQ: USA | Date started in CEE: 1997 | General manager: Alejandro Montoya Blanco, Executive director

KONE Shared Service Centre Tel.: 421-2-59221010 | Services Provided: Finance, Accounting, Transaction Handling, Invoicing, HR, Customer Care | Global HQ: Finland | Date started in CEE: 2004 | Full Time Employees – December 2019: 281 | General manager: Breffni O’Donovan, General Director

LENOVO European Global Supply Chain Centre Tel.: 421-2-68688001 | Services Provided: F&A, ales, Customer Service, IT & Software Development, Technical Support, HR, Business Operations, Procurement | Global HQ: China | Date started in CEE: 2005 | Full Time Employees – December 2019: 805 | General manager: David Reilly, Lenovo Bratislava Site Leader and Executive Director of EMEA Customer Fulfillment

Mondelez European Business Services Centre Tel.: 421-2-49401104 | Services Provided: F&A,HR, Procurement, Logistics, IT | Global HQ: USA | Date started in CEE: 2004 | Full Time Employees – December 2019: 600 | General manager: Klaus Lehmberg, Support Lead FP&A

NESS Slovensko | Services Provided: IT System Integration, SoftDev, Tech Infrastructure | Global HQ: Israel | Date started in CEE: 1991 | Full Time Employees – December 2019: 80

transactions processing, Merchant acquiring (akceptácia platobných kariet u obchodníkov), Fraud Risk monitoring (monitoring podvodných transakcií) | Global HQ: Austria | Date started in CEE: 2000 | Full Time Employees – December 2019: 147

RSC Raiffeisen Service Center | Services Provided: F&A,Treasury & Securities services, Customer Care, Accounting | Global HQ: Austria | Date started in CEE: 2014 | Full Time Employees – December 2019: 150

SIA Slovakia | Services Provided: Support Functions related to Payment Transactions, Customer Service, Logistics, Finances | Global HQ: USA | Date started in CEE: 1994 | Full Time Employees – December 2019: 488

Siemens | Services Provided: Software Development in the Area of Industry Automation and Intelligent Trasportation Systems, Finance & Accounting | Global HQ: Germany | Date started in CEE: 1993 | Full Time Employees – December 2019: 656

OMV

SSC Siemens

| Services Provided: F&A HR, Product Supply & Sales, Card Sales, Pricing | Global HQ: Austria | Date started in CEE: 1991 | Full Time Employees – December 2019: 160

Tel.: 421-2-59704701 | Business type: SSC | Services Provided: IT Development in the area of healthcare solutions, diagnostics and customer support | Global HQ: Germany | Date started in CEE: 2015 | Full Time Employees – December 2019: 600

Orange Business Services Tel.: 421-2-38190684 | Services Provided: Analytics, Customer Service, Sales, IT, Systems Engineering, Technology Development (ICT) | Global HQ: France | Date started in CEE: 2001 | Full Time Employees – December 2019: 356 | General manager: Dana Prekopova, Head Customer Services and Operations Europe

PricewaterhouseCoopers CEE Firm Services (PwC) Tel.: +421 904 941 500 | Services Provided: F&A Invoicing, Banking Operations, Customers Billing, Billing Support, Financial Analysis & Financial Statements Preparation, Reporting, Budgeting | Global HQ: United Kingdom | Date started in CEE: 2008 | Full Time Employees – December 2019: 102 | General manager: Mária Jančovičová, SSC Leader – PwC CEE Firm Services

Quintiles Slovakia Tel.: +421 2 68 201 611 | Business type: Hybrid | Global HQ: USA | General manager: Aurelia Mojzesova, Director Assoc. Site Management

Regional Card Processing Centre | Services Provided: Payment cards issuing, payment cards maintenance and

Soitron | Services Provided: IT Outsourcing – Managed Network Services, Managed Data Centre Services, Service Desk Services, Desktop Management, Process Outsourcing, Monitoring | Global HQ: Slovak Republic | Date started in CEE: 2005 | Full Time Employees – December 2019: 372 | General manager: Bartosz Skalski

Spin Master | Services Provided: Finance, Supply Chain Management, Procurement | Global HQ: Canada | Date started in CEE: 2016 | Full Time Employees – December 2019: n/a

CEE Business Services Directory

2019: 900 | General manager: Marek Rešovský, Managing Director

Sutherland Global Services | Services Provided: Business Process Outsourcing, Technology Management Services, Process Transformation Services, Back Office Support, Customer Service, Order Processing, Technical Support | Global HQ: USA | Date started in CEE: 2014 | Full Time Employees – December 2019: 31

Swiss Post Solutions | Services Provided: | General manager: Ondrej Holik, Managing Director

www.EuropeanBusinessServices.com

70

Slovakia Banská Bystrica

SSC SCA Hygiene Products Slovakia

Ledvance

Tel.: +421 2 5831 5400 | Business type: SSC | Services Provided: Finance, IT, Business Services, Technical Accounting, Asset Management, Human Resources, Legal & Compliance, Audit, Facility Management | Global HQ: Switzerland | Date started in CEE: 2007 | Full Time Employees – December 2019: 1350 | General manager: Finance, IT

Tel.: 421 5 87860200 | Business type: SSC | Global HQ: Sweden | Full Time Employees – December 2019: 30

| Services Provided: F&A, Controlling, Customer Service, Procurement, HR, IT, Marketing | Global HQ: Germany | Date started in CEE: 2016 | Full Time Employees – December 2019: 258

UNIQA Group Service Center Slovakia | Services Provided: Risk management, Actuary services | Global HQ: Austria | Date started in CEE: 2018 | Full Time Employees – December 2019: 25

SSC Vertiv

Kosice Diebold Nixdorf Global IT Operations Center

SSC UNIQA Group Service Center Slovakia

| Services Provided: Security & Finance, Project & Process & IT Architecture, Storage & Backup, Linux-based Support, Client-oriented Administration, Technical Support, Process Coordinations, Control Center Operations | Global HQ: USA | Date started in CEE: 2017 | Full Time Employees – December 2019: 91

| Business type: BSC/SSC/Captive | Services Provided: IT/SoftDev/Digital, Insurance administration | Global HQ: Vienna, Austria | Date started in CEE: 1996 | Full Time Employees – December 2019: 585

| Business type: SSC | Global HQ: USA | Date started in CEE: 2004 | Full Time Employees – December 2019: 130 | General manager: Technical Helpdesk

Embraco Global Business Support

WMD CEE s.r.o.

Fpt Slovakia

Tel.: +421 2 37700940 | Business type: Hybrid | Global HQ: Germany | Date started in CEE: 2016 | General manager: Sven Rossbach

| Services Provided: Software Development, Implementation and Maintenance of SAP Solutions, Independent Testing, Cloud Services, Custom Applications | Global HQ: Vietnam | Date started in CEE: 2004 | Full Time Employees – December 2019: 215

SSC Yanfeng Automotive Interiors Tel.: +421 248 298 111 | Business type: SSC | Services Provided: Purchasing, HR, Cost, Quality, Finance & Accounting | Global HQ: China | Date started in CEE: 2015 | Full Time Employees – December 2019: 120

Zurich Insurance Company | Services Provided: Accounting, Actuarial Reporting, Financial Analysis and Planning, Risk Estimation, Modeling, Development of Software Applicationand Applications, Business Intelligence, Project Management, Process Management, Change Management | Global HQ: Switzerland | Date started in CEE: 2006 | Full Time Employees – December 2019: 180 | General manager: Wolfgang Fischer, CEO

Banská Bystrica SSC O2 Telefonica Tel.: 421-2-62020100 | Business type: SSC | Global HQ: Czech | Date started in CEE: 2002 | Full Time Employees – December 2019: 95 | General manager: Customer Service Call centre, Mária Rapanová

Gemerska Horka Essity Slovakia | Services Provided: F&A, Purchase to Pay, Order to Cash, Record to Reports, HR Transactional | Global HQ: Sweden | Date started in CEE: 2007 | Full Time Employees – December 2019: 30

2020

| Services Provided: F&A, HR | Global HQ: Brazil | Date started in CEE: 2016 | Full Time Employees – December 2019: 100

LafargeHolcim European Business Services s.r.o. | Services Provided: Financial Transactions, Accounting, Invoicing, Master Data Maintenance to HR | Global HQ: Switzerland | Date started in CEE: 2014 | Full Time Employees – December 2019: 377 | General manager: Júlia Kočišová, Internal Communication Specialist

T-Systems (Deutsche Telekom)T-Systems (Deutsche Telekom) Tel.: +421-911-724-408 | Services Provided: Technology, Data Management, Analytics, Software Development, IT, HR, Customer Service, Finance & Accounting, Reporting | Global HQ: Germany | Date started in CEE: 2006 | Full Time Employees – December 2019: 3918 | General manager: Martin Džbor, Head of Strategic Development

Lednické Rovne Yura Corporation | Services Provided: Planning | Global HQ: South Korea | Date started in CEE: 2006 | Full Time Employees – December 2019: 20

Nitra INS Data Tel.: 421 3 77760100 | Business type: Hybrid | Services Provided: Part of UNIQA Group Austria. | Global HQ: Austria

Nové Zámky Osram Tel.: +421 (0)35 / 6464111 | Services Provided: Accounting, Finance, Customer Service, Purchasing and Marketing | Global HQ: Germany | Date started in CEE: 2015 | Full Time Employees – December 2019: 181 | General manager: Roman Slobodnik

Piešťany ON Semiconductor

MES systems | Global HQ: Germany | Date started in CEE: 2007 | Full Time Employees – December 2019: 15

Senica SSC Maccafferi Central Europe Tel.: +421 2 20 24 00 56 | Business type: SSC | Global HQ: Italy | General manager: Antonio Canfora, Managing Director

Trnava SSC Peikko Business Shared Service Tel.: 421-3-13212133 | Business type: SSC | Services Provided: Financial, Tax and Accounting processes | Global HQ: Finland | Date started in CEE: 2016 | Full Time Employees – December 2019: 20 | General manager: Livia Madaraszova, Director, Shared Services

SSC PSA Services Centre Europe | Business type: SSC | Services Provided: Finance & Accounting | Global HQ: France | Date started in CEE: 2016 | Full Time Employees – December 2019: 100

| Services Provided: Sales & Marketing, Customer Service & Support Center, IT center, Quality, Finance | Global HQ: USA | Date started in CEE: 2001 | Full Time Employees – December 2019: 323

ZF

Považská Bystrica

Žilina

Danfoss Power Solutions a.s.

Lionbridge

Tel.: 421424301108 | Services Provided: Finance & Accounting, Invoicing, Financial Analytics, Sales, Marketing, Procurement | Global HQ: Denmark | Date started in CEE: 2007 | Full Time Employees – December 2019: 80 | General manager: Jana Briffa, Director, European Service Center

Prešov Gebrüder WeissGebrüder WeissGebrüder WeissGebrüder Weiss

| Services Provided: F&A, HR, support of indirect purchasing, salees | Global HQ: Germany | Date started in CEE: 2006 | Full Time Employees – December 2019: 60

SSC Schaeffler Slovensko Tel.: +421 4 14205911 | Business type: SSC | Services Provided: Finance & Accounting, Sales, Procurement, Customer Service, Credit Risk Management Services, Internal audit, Cash flow management | Global HQ: Germany | Date started in CEE: 2014 | Full Time Employees – December 2019: 84

Siemens

| Services Provided: administrative support | Global HQ: Rakúsko | Date started in CEE: 2016 | Full Time Employees – December 2019: 20

CEE Business Services Directory

SSC Swiss Re

SSC Raiffeisen Informatik | Business type: SSC | Services Provided: Technical operations for server platforms, networks and security | Global HQ: Austria | Date started in CEE: 2014 | Full Time Employees – December 2019: 39

Púchov SSC Continental | Business type: SSC | Services Provided: ITApp support for competence, R&D centres, infrastructural support for

www.EuropeanBusinessServices.com

71

Romania Bucharest

Romania 1&1 Internet Development Abbvie Abracall.ro Accace | Services Provided: | General manager: Bogdan Badea

Accedio (Emcer Consult)

SSC Allianz Technology SE Munchen Sucursala Bucuresti | Business type: BSC/SSC/Captive | Services Provided: F&A, IT/SoftDev/Digital, Ops/ Logistics/Procure/Supply, Actuarial Services, Business Services, Time and Access Management Services, Personal Assistants Services | Global HQ: Germany | Date started in CEE: 2013 | Full Time Employees – December 2019: 386 | General manager: Alina Ionescu, Head of Branch

Asset Portfolio Servicing

CAFR

BPO Atalian Global Services

| Services Provided: | General manager: Marius Burduşel

Tel.: +36 1 887 3890 | Business type: BPO | General manager: Yves d'Arfeuille, Director South Eastern Europe

Attosoft SRL | Services Provided: | General manager: Tiberiu Stoicescu

Call Point New Europe | Services Provided: | General manager: Xavier Marcenac

Cameron Romania

| Services Provided: | General manager: Eric Lewis

Auchan

BPO Capgemini

| Services Provided: | General manager: Patrick Espassa

| Business type: BPO: IT | Global HQ: France

| Services Provided: | General manager: Stefan Badescu

Allsys Energy

SSC Accenture Services

| General manager: Mihai Badescu

Automobile Dacia

Alten

| Services Provided: | General manager: Jerome Olive

Amaris

Avangate

Acnielsen

SSC Amazon (IT)

Avaya

Acollada (TotalSoft SA)

| Business type: SSC | Services Provided: IT R&D for Alexa | Date started in CEE: 2019

Avira Soft

ACS

Amber Studio

Axway Romania

Active Power Solutions

Amego Call Center

Be

Amoma

Be Clearys

Adobe Systems

Amplexor Services

Bea Hotels

| Services Provided: | Global HQ: USA | General manager: David Nuescheler

Amway Romania

SSC BearingPoint

| Services Provided: | Global HQ: USA | General manager: Ioana Enache, GM, Romania, Bulgaria, Greece

| Business type: SSC: Finance and Consulting | Global HQ: USA | Full Time Employees – December 2019: 192

CEZ Romania

APT (Or ATP)

BGP Products

CGS

ARCHIBUS Solution Center Romania

Bitdefender

Cisco

Tel.: (4037) 228 – 6000 | Business type: BPO/SSC: F&A, HR | Global HQ: USA | Full Time Employees – December 2019: 983

| Services Provided: | General manager: Iulia Balcanu

BPO ADP Centre of Excellence | Business type: BPO: HR and Payroll. | Global HQ: USA | Date started in CEE: 2014 | Full Time Employees – December 2019: 300 | General manager: Jay Harsh Kadam , Sr Director, Finance Operations

Adswizz ro Advalia Services

Alstom Finance Shared Services

| General manager: Lucian Darie

Architected Business Solutions

Blue Point Telecom

Carestream – EMEA Shared Service Center Tel.: +402-1539-7100 | Business type: F&A, IT, etc. | General manager: Alexandra Parascan

Cegedim Cegeka Central Europe Technologies Centric IT Solutions | Services Provided: | General manager: Karim Henkens

Ceragon Networks Certsign | Services Provided: | General manager: Jan Veskrna

| Services Provided: | Global HQ: USA

Claim Expert

Arezzo Sky

SSC British American Tobacco Shared Services Europe

| General manager: Vali Dragnuta

Aristonthermo Shared Service Center

| Business type: SSC; F&A, Legal | Services Provided:

| Services Provided: | General manager: Bogdan Tudor

AK Jensen Ltd.

| Business type: F&A | General manager: Simona Vasilescu, Head of SSC

British Petroleum

CodeSphere

Akta Telecom

Arobs Transilvania Software

Alexa Data Services at Amazon

| Services Provided: | General manager: Voicu Oprean

| Services Provided: | General manager: Mateen Memon, 40730339555

Arvato Bertelsman

Advantage Software Factory SRL

Ascendis | Services Provided: | General manager: Mariana Movila

2020

Business Information Systems ( Allevo ) S.R.L

Class IT Outsourcing

| Services Provided: | General manager: Dan Damian

| Services Provided: | General manager: Dorina Preotu

Codeveloper Team

C&A

| Services Provided: | General manager: Anca Tiberiu

| Services Provided: | General manager: Cristian Codrea

CEE Business Services Directory

Bucharest

Colt Technology Services

www.EuropeanBusinessServices.com

72

IT&OUTSOURCING CENTERS IN ROMANIA 121

Inhabitants: 235 K (urban agglomeration) Students: 21 K Employees in IT&Outsourcing domains: 4 K Airport passengers: 97 K

12

Inhabitants: 156 K (urban agglomeration) Students: 5 K Employees in IT&Outsourcing domains: 1K Airport passengers: 40 K

Zalău

Oradea

Students: 69 K Employees in IT&Outsourcing domains: 25 K Stock Office: 350 K sqm.

Airport passengers: 2 921 K

Arad

Inhabitants: 168 K (urban agglomeration) Students: 16 K Employees in IT&Outsourcing domains: 2K Airport passengers: 18 K

67

Timişoara

Inhabitants: 410 K (urban agglomeration) Students: 41 K Employees in IT&Outsourcing domains: 20 K Stock Office: 280 K sqm.

Airport passengers: 1 595 K

West

74

116

138

Târgu Mureş

Inhabitants: 175 K (urban agglomeration) Students: 12 K Employees in IT&Outsourcing domains: 4.5 K Airport passengers: 179 K

Deva-Hunedoara 2

2 Botoşani

Suceava 7

Piatra Neamţ 2

1 Reghin 21

Gheorgheni 1 2 Miercurea Ciuc

99

Large Medium Small

Inhabitants: 126 K (urban agglomeration) Students: 8 K Employees in IT&Outsourcing domains: 1 K Airport passengers: 430 K

North-West

2

Cluj Napoca Inhabitants: 439 K (urban agglomeration) 5

North-East

Baia Mare

Center

Iaşi 102

Inhabitants: 415 K (urban agglomeration) Students: 54 K Employees in IT&Outsourcing domains: 21 K Stock Office: 280 K sqm.

Airport passengers: 1 314 K

8

2

South-West 24

19

27

Braşov

Piteşti

Slatina

Craiova

Inhabitants: 292 K (urban agglomeration) Students: 22 K Employees in IT&Outsourcing domains: 6.5 K Airport passengers: 514 K

1

3 Târgovişte

8

South

Otopeni

26

BucharestIlfov 500+

Development region (NUTS2 level)

117

No. of companies by Development region

15

No. of companies by cities

Bacău

Inhabitants: 187 K (urban agglomeration) Students: 6 K Employees in IT&Outsourcing domains: 2.5 K Airport passengers: 468 K

Inhabitants: 254 K (urban agglomeration) Students: 15 K 46 Employees in IT&Outsourcing domains: 3 K Inhabitants: 190 K (urban agglomeration) Students: 16 K Inhabitants: 345 K (urban agglomeration) Employees in IT&Outsourcing domains: 5 K Students: 21 K 15 Airport passengers: 729 K Employees in IT&Outsourcing domains: 10 K Stock Office: 140 K Râmnicu Vâlcea Inhabitants: 265 K (urban agglomeration) 3 4 Brăila Buzău Students: 9 K 2 Târgu Jiu Employees in IT&Outsourcing domains: 2.5 K

Sibiu

South

Ploieşti 15

Galaţi

Tulcea

South-East

Inhabitants: 282 K (urban agglomeration) Students: 6 K Employees in IT&Outsourcing domains: 3 K

1

35

Voluntari

Bucharest Constanţa Inhabitants: 2,310 K (urban agglomeration) Students: 172 K Employees in IT&Outsourcing domains: +100 K Stock Office: 3,100 K sqm.

Airport passengers: 14 697 K

Sources: topfirme.com, listafirme.ro, INSSE, Cuguat-TIGRIS database, PINMap Iasi database, Extind database

12

Inhabitants: 405 K (urban agglomeration) Students: 22 K Employees in IT&Outsourcing domains: 3 K Airport passengers: 127 K

C George Ţurcanaşu

7

Satu Mare 1

Categories of IT&Outsourcing centers:

Romania Bucharest

Manager’s Profile Ciprian Dan, President ABSL Romania

The Association of Business Service Leaders (ABSL) Romania elected Ciprian Dan, Location Head – Timișoara at Wipro Technologies, as President. Also, joining the ABSL Romania Board are two new members: Cristina Nicoleta Apetrei, Chief of Staff CEO Office at Societe Generale European Business Services, and Adrian Baron, the EMEA ITSM Lead at Stefanini.

Ciprian Dan has been working in the business services industry for 15 years. He currently leads the Wipro Technologies office in Timișoara, with a team of 350 employees. Ciprian is in his second term of the ABSL board (2017 – 2019 and 2019 – 2021).

Cristina Nicoleta Apetrei is the Chief of Staff CEO Office for SG EBS and for Retail Banking and Financial Services India and Romania and has an experience of about 13 years in the business services industry, in different fields such as HR, IT, financial, banking, but also retail banking.

Adrian Baron, the EMEA ITSM Lead at Stefanini has been working in the industry for 6 years.

The ABSL Board of Directors also includes: • Cristian Cilibiu – Country Manager of UniCredit Services S.C.p.A. • Ecaterina Ion – General Manager & HR Leader in Hungary and Romania at Hewlett Packard Enterprise Operations Center • Bogdan Pelinescu – Managing Director, Luxoft Central and Western Europe • Francesca Postolache – Audit Partner at PwC Romania During this term (2020-2022), the main operational directions are related to promoting Romania and the business opportunities offered by the industry, collaboration with local and central authorities for the development of the sector, development of

Competence Call Center (CCC) | Services Provided: | General manager: Veronika Weiss ?

SSC Computaris Romania | Business type: BPO/SSC | Global HQ: UK | Full Time Employees – December 2019: 104 | General manager: Bogdal Danila

Computer Generated Solutions, Inc. (CGS) Tel.: +40-21-527-0000 | Business type: Hybrid | Global HQ: USA | Full Time Employees – December 2019: 2600 |

2020

educational programs for young people who are choosing a career in the business services industry.

“My mandate and my priority is to promote Romania to investors interested in this sector. The quality of the workforce and the value-added services make Romania an attractive destination, along with a competitive level of costs/competitive pricing. In addition, the current context may be favourable for Romania. Globally, companies are reviewing their costs and rebuilding their outsourcing strategies, and our speed of response, ability to adapt to new conditions (given

by COVID-19) and the fact that we have continued to deliver services at a high quality level, compared to other regions, it reconfirms us in the top of relocation options. In order to attract more investment, as has happened in Poland, close cooperation with central and local authorities is also needed to ensure the necessary facilities. The second objective is related to the development of this sector in smaller cities, but with great potential in terms of workforce, local higher education structures and business infrastructure”, said Ciprian Dan, President of ABSL.

General manager: Vladimir Sterescu, Country Manager

Concept24 | Services Provided: | General manager: Andrei Manea

BPO Conectys Tel.: +40 213 177 000 | Business type: BPO or ITO provider (external services) | Services Provided: Multilingual User Generated (UG) Content Moderation – 24x7 NOC (Network Operations Center) | Global HQ: Romania | Date started in CEE: 2004

Cristina Nicoleta Apetrei will be mainly involved in the areas of investor relations, and her mission, together with the other members of the board, will be related to the communication and promotion of Romania as a destination for business services. Both for the companies already present on the market, but also for the new investors, Romania must remain one of the favourite business locations.

Cristina-Nicoleta joined Societe Generale European Business Services in 2012, having over 13 years experience in BPO/SSC market in multiple fields, such as HR, Finance, IT and Banking.

She is currently Chief of staff of the CEO office for SG EBS and for Retail Banking and Financial Services for India and Romania, being in charge of the company’s strategy, global strategic projects coordination, performance monitoring focused on generating value to the business by implementing proper cost excellence culture within the organization. Also, Nicoleta is market intelligence lead having the mission to capture market competitiveness insights and predict business risks.

For Adrian Baron, the new member of the ABSL board, the priorities are related to career development and continuing/further education, especially for those who are at the beginning of the road and want a career in this field. Adrian Baron considers the collaboration with local universities, but also the training programs and workshops developed

by ABSL are vital for changing the business environment.

Adrian is EMEA ITSM Lead at Stefanini.

According to estimates, the business services industry last year generated growing revenues of over 4.5 billion euros, reaching over 2% of GDP in Romania. The sector includes 280 companies and over 131,000 employees, i.e.

2.4% of the total employees in the Romanian economy.

Most companies operating on the local market come from France, Germany, Romania and USA.

| Full Time Employees – December 2019: 1000 | General manager: Arnold Cobbaert, CEO

CRH

Conectys Serv Telecom

CS Communication & Systems

Connections Consult

| Services Provided: | General manager: Michel Manuel

Cosmote

CS VISION SRL

| Services Provided: | Full Time Employees – December 2019: Nikolai Beckers

| Services Provided: | General manager: Oana Chetves

CEE Business Services Directory

ABSL Romania elects Wipro’s Ciprian Dan as President

Crys Computers

Cybercom Group AB | Services Provided: | General manager: Camilla Oberg

www.EuropeanBusinessServices.com

74

Romania Bucharest

| Services Provided: | Global HQ: USA

Fotonation

GTS Telecom

Freescale Semiconductor România

H. Grup IT Expert

| Services Provided: | General manager: Adrian Purcarea

Haufe-Lexware GmbH & Company KG

| Business type: BPO/SSC | Global HQ: Sweden | Full Time Employees – December 2019: 236

Fujitsu

| Services Provided: | General manager: Juergen Thoma

Gameloft

Haynespro Data

Enel

Garrett Motion International

Heineken

Entelion Software

GDF Suez Energy Romania

Henkel

Enterprise Concept

| Services Provided: | General manager: Eric Stab

| Services Provided: | Full Time Employees – December 2019: George Berghe

Gemini Solutions

DCS FAST LINK SRL

Enterprise Services

Genpact

| Services Provided: | General manager: Loredana Cornea

EOS KSI

Geo Strategies SA

BPO Hexaware

Debt Collection Agency

ERB IT SHARED SERVICES SA

| Services Provided: | General manager: Dorin Rusu

| Business type: BPO:IT | Global HQ: India

Dell Technology

SSC Ericsson – Global Services Centre

Gersim

BPO Deloitte – Regional Audit Delivery Centre

Tel.: +40 21 4015 152 | Business type: SSC | Global HQ: Sweden | FGeneral manager: Liam Coffey, Head of GSC Romania

| Services Provided: | General manager: Daniel Stefanescu

| Services Provided: | General manager: Mihail Stanculescu

Euroanswer

GFK

SSC Euromaster

Gi Group

| Business type: SSC | General manager: Florin Grama, Director, Business Services

| Services Provided: | General manager: Daniele Merlerati

Everymatrix

| Services Provided: | General manager: Andrei Solomon

Tel.: +40 (31) 222-4000 | Business type: SSC: Global Tech & IT Centre | Global HQ: Germany | FGeneral manager: Iulia Cirmaciu, Head of HR

Elicom

DB Schenker GBS Bucharest Tel.: +40 31 6303100 | Business type: F&A, Logistics/Supply Chain. The center in Bucharest is an internal service provider of Deutsche Bahn serving all international companies of DB Schenker, DB Cargo and DB Arriva in Europe. | Global HQ: Germany | Date started in CEE: PAN – EUROPE | General manager: Preslav Pavlov, Managing Director

| Business type: BPO: F&A | Global HQ: USA | Full Time Employees – December 2019: 500 | General manager: Catalin Iorgulescu, GM

SSC Deutsche Telekom Business Services SRL | Business type: SSC | Services Provided: F&A; HR | Full Time Employees – December 2019: Nikolai Beckers | General manager: Madalin Popescu, Simona Cozmean

DHL INTL. Romania SSC DRiV (former Federal-Mogul Motorparts)

Endava SSC ENEA Services Romania

Evo Gaming Studios evoline | Services Provided: | General manager: Bajko Judit

Getronics

Glencore

Global E-business Global Remote Services

Hewlett Packard Enterprise Bucharest Centre | Services Provided: | Global HQ: USA | General manager: Ecaterina Ion, VP, General Manager

Hidroelectrica

High-Tech Systems & Software Hitachi Hochland Romania Hoffmann La Roche | Services Provided: | General manager: Dan Zamonea

Holcim Lafarge | Services Provided: | General manager: Daniel Bach

Homerun Ciero Honeywell International Services

ExP Group

Tel.: +40-215.280.482 | Business type: Customer Support/Call Centre/Telemarketing | Global HQ: Italy | Date started in CEE: PAN – EUROPE | General manager: HoriaPopovici@ globalremoteservices.com; Operational Director

| Services Provided: | General manager: Marc Cannizzo

GM EON Services

Expand Health

| Services Provided: | General manager: Dragos Barbulescu

| Services Provided: | Global HQ: USA

BPO EY Romania

Goodyear

Dynata

| Business type: BPO: F&A | General manager: Aurelia Costache

| Services Provided: | Global HQ: USA

| Business type: SSC: F&A | Global HQ: China | Feneral manager: Alina Raducan

E-mag

Federal-Mogul Motorparts

Google

HyperCubic IT Outsourcing

| Services Provided: | Global HQ: USA

SSC E.ON Business Services Cluj

Fitbit Development

Groupe Renault

| Services Provided: | General manager: Rohan Bogdan

| Business type: SSC | Global HQ: Germany | Full Time Employees – December 2019: Frank Hajdianjak

FM Logistic

Grup Servicii Petroliere

FMCG

| Services Provided: | General manager: Gabriel Comanescu

| Business type: BSC/SSC/Captive | Services Provided: F&A, IT/SoftDev/Digital, Ops/ Logistics/Procure/Supply, Client S&S, Client S&S | Global HQ: Lake Forest, Illinois | Date started in CEE: 2014 | Full Time Employees – December 2019: 160 | General manager: SIMONA SCUTARU, SITE LEADER

DXC Technology

EEU Software Electronic Arts Romania

EXL SERVICE | Services Provided: | General manager: Radu Rahovan

Ford Romania

| Services Provided: | Global HQ: USA | General manager: Mircea Tarta-Arsene

SSC HP GeBOC | Business type: SSC: F&A, Logistics | Global HQ: USA | Date started in CEE: 2005 | Full Time Employees – December 2019: 3000 | General manager: Andrei Romanescu

SSC Huawei

SSC IBM Global Business Services | Business type: SSC/BPO hybrid | Global HQ: USA | Full Time Employees – December 2019: 2172 | General manager: Bogdan Balaci

75

| Services Provided: | Global HQ: USA

Tel.: +40 31 781 0100

2020

CEE Business Services Directory

SSC DB Global Technology Center

www.EuropeanBusinessServices.com

Romania Bucharest

Imperial Tobacco Group PLC | Services Provided: | General manager: Robert Dyrbus

Infineon Technologies | Services Provided: | General manager: Reinhard Ploss

Info World Infosys ING Bank BSS | Services Provided: | General manager: Iosefina Frolu

KazMunayGas Rompetrol Services Center

Maran CSRO

SSC Kellogg European Services SRL

Martifer Romania

| Business type: SSC | Services Provided: Multifunctional | Global HQ: USA | Date started in CEE: 2015 | Full Time Employees – December 2019: 375 | General manager: Irina Purice, Kellogg GBS Regional HRBP & Snr Manager

SSC Kellogg European Services SRL | Business type: BSC/SSC/Captive | Services Provided: F&A, Ops/Logistics/Procure/ Supply, HR | Global HQ: USA HQ BattleCreek/EU HQ, Dublin, Ireland | Date started in CEE: 01- Jan – 2015 | Full Time Employees – December 2019: 375 | General manager: Kim Karstenen, Kellogg Regional Centre Lead & Snr Director

KEPLER-ROMINFO S.A.

BPO Mellon Romania Tel.: + 4 021 408 88 88 | Business type: BPO | Global HQ: Greece

SSC Mercedes Benz | Business type: SSC | Services Provided:

Metro Systems Michelin Corporate & Business Services Bucharest | Services Provided: | Global HQ: France | General manager: Mauricio Manzano-Podversich

Microchip Technology

Optaros BPO Optima Solutions Services | Business type: BPO or ITO provider (external services) | Global HQ: Romania | Date started in CEE: 2011 | Full Time Employees – December 2019: 350 | General manager: Daniel Mereuta, Managing Director

BPO Optima Solutions Services | Business type: BPO or ITO provider (external services) | Services Provided: Client S&S, Client S&S | Global HQ: Bucharest, Romania | Date started in CEE: 2011 | Full Time Employees – December 2019: 350 | General manager: Daniel Mereuta, Managing Director

SSC Oracle Romania

Keysight Technologies ro

| Business type: SSC/BPO hybrid: IT & Customer Support | Global HQ: USA | Full Time Employees – December 2019: 430

Tel.: 40213039639 | Business type: SSC: Tech Support | Full Time Employees – December 2019: 3040 | General manager: Sorin Mandrutescu, General manager

KMG Rompetrol

Molson Coors GBS

Orange

BPO KPMG Delivery

Ortec CEE

| Business type: BPO:F&A | Services Provided:

| Services Provided: | Global HQ: USA | General manager: Willy Dicu, General Manager

Kruk România

Monsanto

| Services Provided: | Feneral manager: Alina (Baciu) Stepan

Leaseplan Service

| Services Provided: | Global HQ: USA | General manager: Cosmin Chioreanu

ISDC Romania

Lenovo

Mood Media Romania

| Business type: cloud technology consultant and technology integrator serving retail, healthcare, finance, enterprise HR | General manager: Ion Georgeta, Financial Manager

| Services Provided: | Global HQ: USA | General manager: Aurel Netin

Motorola

P4 Cards (sia group)

Inotec Plus SRL | Services Provided: | General manager: Sorin Stefan

Intel Romania Software Development Center | Services Provided: | Feneral manager: Monica Ene-Pietrosanu

Intrarom Ipsos Research

| Services Provided: | General manager: Eddy Vermeire

ISTA

| Services Provided: | General manager: Petrisor Guta

Liberty Aerospace

SSC Microsoft Romania

| Services Provided: | Global HQ: USA

OSF Global Services

PayPal

| Services Provided: | Global HQ: USA

NEPI Investment

IT SIX GLOBAL SERVICES SRL

LIDL Romania

Nestle Romania

| Services Provided: | Global HQ: USA | General manager: Damien Perillat, Sr Manager, Southern Europe

| Services Provided: | General manager: Sorin Gavanescu

| Services Provided: | General manager: Maksymilian Braniecki

Network ONE D.

Pentalog Software Factory

Japan Tobacco International

Life Finance GIE

| Services Provided: | General manager: Razvan Ziemba

| Services Provided: | General manager: Oana Claudia Iacob, Government relations manager

Linde Gaz Romania

Neusoft

| Services Provided: | Full Time Employees – December 2019: 200 | General manager: Monica Jiman, CEO

| Services Provided: | General manager: Oliver Christian Pfann

Tel.: + 40 (0)364-410.111 | Business type: IT Development | General manager: Rares Grecu

| Business type: SSC: IT, F&A | Global HQ: Austria

Nextgen Communications

Pfizer

Kantar Kapsch Romania | Business type: IT/Digital Services Provider (captive) | Global HQ: Austria | General manager: Liviu Bozga, General Manager

Kapsch Romania | Business type: IT/Digital Services Provider (captive) | Services Provided: IT/ SoftDev/Digital, Client S&S, Client S&S | Global HQ: Vienna, Austria | General manager: Liviu Bozga, General Manager

Kaufland | Services Provided: | General manager: Adrian Viman

2020

LLP Dynamics-Servicii Informatice S.R.L. Logica CMG SSC London Stock Exchange

Nobel Globe

SSC Petrom SSC

| Services Provided: | Global HQ: USA

Prime Telecom

| Business type: SSC: F&A | General manager: Andreea Stanescu

Nobug Consulting

SSC Luxoft Romania

| Services Provided: | General manager: Elena Mitova, Managing Director of Novartis Romania, UKR and CIS Countries

Process Solutions

NTT Data

| Business type: SSC: Procurement | Global HQ: USA | Full Time Employees – December 2019: 298 | General manager: Luca Veglio, Global Business Services Operations Officer for Europe

| Business type: BPO/SSC | Full Time Employees – December 2019: 1326 | General manager: Bogdan Pelinescu

Novartis

OMV Petrom Global Solutions

| Services Provided: | General manager: Oana Mănuceanu, MD

CEE Business Services Directory

BPO IGT Solutions | Business type: BPO | Services Provided: IT/ SoftDev/Digital, Client S&S, Client S&S

Printec Group Romania | Services Provided: | General manager: Ferenc Gabor

SSC Procter & Gamble GBS

www.EuropeanBusinessServices.com

76

Romania Bucharest

Profidata Development România SRL

Schneider Electric

| Business type: Software/IT | General manager: Dragos Pahont, CEO

Unilever

| Business type: IT Development | Global HQ: France

| Services Provided: | General manager: Marius Persinaru

Tangoe Softek International

UPC

BPO PWC

Search Corporation

TCS

UTI Grup

| Business type: BPO: F&A | Global HQ: USA | Full Time Employees – December 2019: 263

Secureworks

Teamnet

Valoris Center

Segula Technologies

| Services Provided: | General manager: Bogdan Padiu

SSC Siemens IT Romania

Technical Services Group TSG

Tel.: +40 21 529 9929 | Business type: Call Center – Outbound | General manager: Alexandra Fus, Operations Manager

| Business type: SSC: R&D | Full Time Employees – December 2019: 600

Telekom Romania

BPO Vauban IT Tel.: +40 21 316 4041 | Business type: BPO/ITO | Services Provided:

Raiffeisen International Sevices & Payments (CRISP) | Services Provided: | General manager: Steven van Groningen

SII IT&C Services Romania

BPO Teleperformance

RCS & RDS

| Services Provided: | General manager: Ionela Dumitrascu

Renault Technologie

Silicon Service

Tel.: 40214010800 | Business type: BPO | General manager: Edmona Popescu, CEO

RHS Company

SIVECO Romania

| Services Provided: | General manager: Dragos Popescu

| Services Provided: | General manager: Irina Socol

Rinf Tech (Outsourcing Solutions)

SmartTel

| Services Provided: We bridge the gap between hardware and software, delivering innovative digital products and services. | Full Time Employees – December 2019: 400 | General manager: Constantin Iftime, Executive Director

Romanian Software Rompetrol RomSoft Romsys

SSC Societe Generale European Business Services | Business type: BSC/SSC/Captive | Services Provided: F&A, IT/SoftDev/Digital, Client S&S, Client S&S, HR, Banking Operations | Global HQ: FRANCE | Date started in CEE: 2011 | Full Time Employees – December 2019: 1745 | General manager: MATTHIEU PASQUIER, CEO

TELUS International Tel.: 40743027006 | Business type: IT Services/Software Development, Customer Support/ Call Centre/Telemarketing | General manager: Gregoire Vigroux, Marketing Director

Temenos Romania

BPO TMF Group Romania

Softvision

Tel.: +40 21 316 6848 | Business type: BPO | General manager: Camelia Nita, Country Director

| Services Provided: | General manager:Colm Omahony

Sparkware Technologies

S&T Romania

Star Storage

Tel.: +40 21 208 5800 | Business type: Hybrid | General manager: Mircea Neagu, Country Manager

| Services Provided: | General manager: Catalin Paunescu

S800 Customer Service Provider

| Services Provided: | General manager: Michalis Orfanoudakis

StarFoods

SSC Total Global Services | Business type: SSC | Services Provided:

SSC TotalSoft | Business type: BPO/SSC: SoftDev | Services Provided:

Tractebel Engineering Tradeshift Technology Transelectrica Transgaz

| Business type: SSC | Services Provided:

BPO Stefanini

Saipem

Tel.: 40213012342 | Business type: BPO:Customer Support & IT | General manager: Anca Fotache

Tremend Software Consulting

Stefanini Romania

SSC UniCredit Business Integrated Solutions (UBIS)

Schlumberger (Shared Services) | Services Provided: | Global HQ: USA

Syngenta | Services Provided: | General manager: George Dragan

Syntech Global Services Sysgenic Romania Tel.: +40 265 218397

2020

BPO Walter Services | Business type: BPO | General manager: Mihai Ilie-Goga, General Manager

Softserve

| Services Provided: | General manager: Nikolai Beckers

Tel.: (+40) 21 317 31 36

| Business type: IT/ContactCtr | Services Provided:

| Services Provided: | General manager:Gheorghe Neagu

Softwin

Sanofi

Vodafone Shared Services

Waters Romania

Romtelecom

| Business type: SSC | Services Provided: HtR; RtR | General manager: Razvan Patrunoiu, General Manager

Tel.: +40 372 821 700 | Business type: Software Dev | Services Provided:

SSC Temenos SSC

Tel.: +40 364 401 400 | Business type: ITO | General manager: George Stan, Director General ...

SSC Samsung Shared Services

Veeam Software

| Business type: SSC | General manager: Alexandra Vintu , Global Manager, Shared Services

| Services Provided: | General manager: Horatiu Berdila

SSC Saint Gobain Romania

Tellence Technologies

Veeam Software

Ubisoft

| Business type: SSC | Full Time Employees – December 2019: 1500 | General manager: Cristian Cilibiu, VP, Operations Capacity Management

Waters S.A.S.

Webhelp | Services Provided: | General manager: Mihaela Rusu

Wind Technologies | Services Provided: | Global HQ: USA

BPO Wipro Technologies Romania Tel.: +40-312-261-300 | Business type: BPO | General manager: Ciprian Dan, VP, Operations Head

WISE Finance Solutions

CEE Business Services Directory

Qualitance QBS

| Services Provided: | General manager: Bogdan Hossu

WIZROM SOFTWARE | Services Provided: | General manager: Zemy Apfelbaum

BPO WNS Global Services Tel.: 912240952223 | Business type: BPO | Global HQ: India | General manager: Szasz Lorad, Operations

World Class Ymens | Services Provided: | General manager: Bogdan Balaci

www.EuropeanBusinessServices.com

77

Romania Alba Iulia

Yokogawa Europe

BIT Software

Preh

Benets

Zitec

Caditec

Preh

Betfair Romania Development

| Business type: 100+FTEs | Services Provided:

| Business type: 100+FTEs | Services Provided:

Raptronic PE

BG Soft

Cerner

ZTE Romania

Code Factory Consulting

| Services Provided: | General manager: Lorian Vintila

Continental

Siemens Industry Software

Zurich Insurance

CVU Intelligence

Sinoptix

Alba Iulia

Danina Star

Spectrum

SSC Max Loads SRL

DCI Database

Stabiplan

| Business type: SSC | Services Provided: F&A, Ops/Logistics/Procure/Supply, Client S&S, Client S&S | Date started in CEE: 2016 | Full Time Employees – December 2019: 15 | General manager: Valentin Binder, Managing Director

Diamond Slot Dynamic Ventures International

| Business type: 100+FTEs | Services Provided:

| Business type: 100+FTEs | Services Provided:

Synertrade | Business type: 100+FTEs | Services Provided:

Bis Soft Bitdefender Bitstone BKS Engineering Bombardier | Business type: 100+FTEs | Services Provided:

SSC Bombardier Transportation

Electrobit Automotive

Tata Technology

| Business type: 100+FTEs | Services Provided:

| Business type: 100+FTEs | Services Provided:

Endava

Technyx Euro Services

| Business type: 100+FTEs | Services Provided:

| Business type: 100+FTEs | Services Provided:

| Business type: BSC/SSC/Captive | Services Provided: F&A, Ops/Logistics/Procure/ Supply, HR, Engineering | Global HQ: Berlin | Date started in CEE: 2009 | General manager: Andreea Van den Bosch, Head of Service Center Europe

Arobs Transilvania Software

Evedllc Europe

US Outsourcing

Bosch R&D Cluj

Finprom

Freudenberg

Waters Romania

Arad Antaco Romania

| Business type: 100+FTEs | Services Provided:

GDS Manufacturing Services

Fuelplus Software

| Business type: 100+FTEs | Services Provided:

General Magic Technology

Soft Net Consulting

Geometric

Brasov

Gowimax

Altran Solutions Arvato Services ATI Studios APPS Autoliv Romania Axians Informa Benchmark Electronics | Business type: 100+FTEs | Services Provided:

Wind Technology

Cluj 3Pillar Global

Catalysts Software Coera BC

| Business type: 100+FTEs | Services Provided:

Contactcenter

In-tech Engineering

8x8 Research and Innovations

Corebuild

Iquest Technologies

Accesa IT Consulting

Cososys

| Business type: 100+FTEs | Services Provided:

| Business type: 100+FTEs | Services Provided:

Klimavent

Accesa IT Systems

Kronsoft Development

| Business type: 100+FTEs | Services Provided:

| Business type: 100+FTEs | Services Provided:

Active Power Solutions

Le Bon Projet

Aedificium Projektentwicklung

M&S Cem MSE | Business type: 100+FTEs | Services Provided:

Multi Development NTT Data Romania

2020

| Business type: 100+FTEs | Services Provided:

Tel.: + 40 372 544 253 | Business type: R&D | FGeneral manager: Carmen Alexandra Ranca, HR Business Partner

| Business type: 100+FTEs | Services Provided:

Altran Romania Arobs Transilvania Software | Business type: 100+FTEs | Services Provided:

Around 25

| Business type: 100+FTEs | Services Provided:

Arqes

Pentalog

Arrk Research&Development

| Business type: 100+FTEs | Services Provided: IT/SoftDev/Digital, R&D, HR, Software Engineering, Product Development, Talent Recruitment, Digital Marketing, Agility Consulting, and Innovation Financing | Global HQ: France | Date started in CEE: 1999 | General manager: Frédéric Lasnier, Chief Executive Officer

| Business type: 100+FTEs | Services Provided:

Artisan Infrastructure Artsoft Consult | Business type: 100+FTEs | Services Provided:

Arvato Bertelsmann | Business type: IT | Global HQ: Germany

CTOtech | Business type: IT/Digital Services Provider (captive) | Services Provided: IT/ SoftDev/Digital | Global HQ: ClujNapoca, Romania | Date started in CEE: 2016 | General manager: FlavianCatalin Pah, Co-founder & CEO

Datacall

CEE Business Services Directory

| Services Provided: |General manager: Ionut Voda

Deutsche Grundriss E.ON Business Services | Business type: 100+FTEs | Services Provided:

SSC EMERSON Tel.: +40 (364) 731000 | Business type: SSC | Global HQ: USA | Full Time Employees – December 2019: Calin Banciu | General manager: General Manager

SSC Endava Romania | Business type: SSC: F&A, IT, Procurement, Travel | Full Time Employees – December 2019: Andreea Apostu | General manager: Head of Finance SSC, Head of Finance SSC

www.EuropeanBusinessServices.com

78

Romania Constanta

Magneti Marelli

| Business type: 100+FTEs | Services Provided:

| Business type: 100+FTEs | Services Provided:

Small Footprint

Yopeso

ERNI Development Center

MHP Consulting

Smedix INC San Diego

Zenitech Development

| Business type: 100+FTEs | Services Provided:

Softech

Constanta

| Business type: IT | Global HQ: Switzerland

MicroFocus

Softingrom

BCB Call Plus

Evozon Systems

MSG Systems România

Softvision

Comdata

| Business type: 100+FTEs | Services Provided:

| Business type: 100+FTEs | Services Provided:

| Business type: 100+FTEs | Services Provided:

| Business type: 100+FTEs | Services Provided:

ExlService Romania

Napoca Software

Spyhce

Elmar Trading

Fortech

| Business type: SoftDev | Full Time Employees – December 2019: 22

Steelcase Global Business Centre

Monsson | Business type: 100+FTEs | Services Provided:

Rosinav

Evalueserve

| Business type: SoftDev | General manager: Călin Văduva

National Instruments

Frequentis Romania

Net Brinel

| Business type: 100+FTEs | Services Provided:

| Business type: 100+FTEs | Services Provided:

Tel.: +40 364 71 03 81 | Business type: HR, F&A | Global HQ: USA | General manager: Bettina PLASSMANN , Managing Director, Global Business Center

FSP Global

Netmatch

Stratec Biomedical

Garmin | Business type: 100+FTEs | Services Provided:

Gat Hub BPO Genpact Tel.: +40 372 066 6686 | Business type: BPO: Customer Service, Call Ctr, IT | Global HQ: USA | Full Time Employees – December 2019: 2811 | General manager: Pascal Henssen, Senior Vice President

Global Convergence Greppy Systems Halcyon Mobile SSC HP GeBOC

Neusoft EDC Nordlogic Software Nordlogic Software NTT DATA Romania S.A.

| Business type: 100+FTEs | Services Provided:

Sykes Enterprises Eastern Europe Tel.: +40 374 165 000 | Business type: 100+FTEs | Global HQ: USA | General manager:Bogdan SurdeaBlaga, Country Director

| Business type: 100+FTEs | Services Provided:

Tapptitude Apps

Oce Depot Service Center

Telenav Software

Multisoft Net Vision Internaţional

Sabed Advertising Smart Communication Agency SNC Ship Design Softelio Vard Engineering | Business type: 100+FTEs | Services Provided:

Craiova

SSC Office Depot Service Center S.R.L.

BPO Thomsons Online Benefits

Tel.: 004 0364 711 490 | Business type: SSC: IT, F&A | Global HQ: USA | General manager: Giulio Medda, Director Share Service Center Europe

Tel.: 40-0364 730 110 | Business type: BPO | Services Provided:

Caphyon

VE Interactive

CEZ

Pitech Plus

Vertiv

Comdata

| Business type: 100+FTEs | Services Provided:

| Business type: 100+FTEs | Services Provided:

Wayfare

CS Romania

| Business type: SoftDev | Global HQ: Holland

D&S Global Solutions

| Business type: 100+FTEs | Services Provided:

| Business type: SSC/BPO hybrid | Global HQ: USA

Porche Engineering

Icon Soft

Property Shark

| Business type: SoftDev | Services Provided:

| Business type: 100+FTEs | Services Provided:

Welocalize

Imprezzio Global SRL

PS Digital Services

Wirtex

| Business type: SoftDev | Global HQ: USA | Full Time Employees – December 2019: Tudor Ciuleanu

Quantic Lab

Wolters Kluwer Financial Services

| Business type: 100+FTEs | Services Provided:

| Business type: 100+FTEs | Services Provided:

Ingenuity Systems

Qubiz Solutions

Xoomworks Development

Intacct Development

RBH Consulting

Yardi Call Center | Business type: 100+FTEs | Services Provided:

| Business type: 100+FTEs | Services Provided:

Hella IT Six Global Services | Business type: 100+FTEs | Services Provided:

Netdania Netrom Software | Business type: 100+FTEs | Services Provided:

iQuest Technologies

Recognos Romania

| Business type: 100+FTEs | Services Provided: SoftDev | Full Time Employees – December 2019: Cornelius Brody

| Business type: SoftDev | Global HQ: USA

KL Software

SDL Language Weaver

Quest Global Engineering

SHE Information Technology

RO Software House

SIG Combibloc

RTT Romania Telecomunication

| Business type: SoftDev | Services Provided:

Laitek Medical Software Language Weaver | Business type: 100+FTEs | Services Provided:

Red to Blue Solutions

| Business type: 100+FTEs | Services Provided:

Yonder | Business type: 100+FTEs | Services Provided:

Pirelli Pro Silutions Agency | Business type: 100+FTEs | Services Provided:

Sintec Media | Business type: 100+FTEs | Services Provided:

2020

CEE Business Services Directory

Endava Technology

www.EuropeanBusinessServices.com

79

Romania Galati

Ubisoft UCMS Group W-Systems Devteam

SSC Amazon Development Center Romania Tel.: (4023)2406518 | Business type: SSC | Global HQ: USA | General manager:Lucian Vornicu, Managing Director Amazon Development Center

Continental | Business type: 100+FTEs | Services Provided:

Covisian CRF Health

Iasi Security Software ICS IT ID-Entity

| Business type: 100+FTEs | Services Provided:

Intelligent Bee Web

Galati

Appsbroker

Davantage Conseil

International Trading Services

Alewijnse Marine

Arcadis Project Engineering SA

Digital Science&Research

ISS Consult

| Business type: 100+FTEs | Services Provided:

| Business type: 100+FTEs | Services Provided:

Attosoft

Arobs Transilvania Software

Distribution Toiture Mauricienne

Kireyest

Comdata

Asset Portofolio Romania

E-mag

Levi 9

| Business type: 100+FTEs | Services Provided:

Computer Generated Solutions Datamondial | Business type: 100+FTEs | Services Provided:

DMT Marine | Business type: 100+FTEs | Services Provided:

Euroanswer ICEPRONAV Engineering | Business type: 100+FTEs | Services Provided:

Marine Engineering | Business type: 100+FTEs | Services Provided:

Napa Nasdis Consulting SSC Selir

ATEXIS SRL | Business type: 100+FTEs | Services Provided:

Autoliv

E.ON Business Services

| Business type: 100+FTEs | Services Provided:

| Business type: 100+FTEs | Services Provided:

Mambu Tech

Endava

Melystar

| Business type: 100+FTEs | Services Provided:

Barrette Structural Romania

Ensedo

Basware

EOS KSI

| Business type: 100+FTEs | Services Provided:

| Business type: 100+FTEs | Services Provided:

Beenear

Expert Network

Mind Software | Business type: 100+FTEs | Services Provided:

MIOS Romania Ness Iasi Technology Innovation Center

Ezlo Innovation

Tel.: +40 372 805 800 | Business type: 100+FTEs | Full Time Employees – December 2019: 298 | General manager: Stefan Rusu, Chief Delivery Officer

| Business type: 100+FTEs | Services Provided:

Falcon Trading

Netcounted

BSS-One

Fire Credit

NTT DATA Romania

| Business type: 100+FTEs | Services Provided:

Bentley Systems Bitdefender

Buck Consultants

Expert Network

| Business type: 100+FTEs | Services Provided:

Focality

OM Iasi

| Business type: SSC – IT and Contact Centre | Services Provided: Ops/Logistics/ Procure/Supply, Client S & S, Client S & S, provides outsourcing services for the companies Gruppo Banca Sella and Unione Fiduciaria | Global HQ: Italy | General manager: Rozalia Nistor, CEO

Cael Cons

Ship Design

| Business type: 100+FTEs | Services Provided:

Go Daddy

OSF Global

Webhelp

Cenit

Grapefruit

Osram-Continental

Wind River System

Centric IT Solutions

Greensoft

| Business type: 100+FTEs | Services Provided:

| Business type: 100+FTEs | Services Provided:

Iasi

CGM Software

Accenture – Energyquote

Camline Solutions BPO Capgemini | Business type: BPO | Services Provided:

Cegeka

| Business type: 100+FTEs | Services Provided:

| Business type: 100+FTEs | Services Provided:

Code 40 Development

Adservio

Codeless Technology

AFI Solutions

SSC CONDUENT

Almaviva | Business type: 100+FTEs | Services Provided:

Alten Delivery Center | Business type: 100+FTEs | Services Provided:

| Business type: BSC/SSC/Captive | Services Provided: F&A, IT/SoftDev/Digital, Ops/ Logistics/Procure/Supply, Client S&S, Client S&S, HR | Global HQ: Iasi | Date started in CEE: 2006 | General manager: IRINA BUTNARU, COUNTRY LEAD

Fortech Gemini CAD Systems | Business type: 100+FTEs | Services Provided:

GFK

Harte Hanks | Business type: 100+FTEs | Services Provided:

Heaven Solutions HEG Services | Business type: 100+FTEs | Services Provided:

Online Connection Open Mind | Business type: 100+FTEs | Services Provided:

Oracle | Business type: 100+FTEs | Services Provided:

| Business type: 100+FTEs | Services Provided:

Pentalog | Business type: 100+FTEs | Services Provided:

Preh Profidata Quartz Matrix | Business type: 100+FTEs | Services Provided:

Red Point Sofware Solutions Romsoft Sabs Network SCC Services Romania Tel.: +40 33 24 03 030

2020

CEE Business Services Directory

Syncro Soft

www.EuropeanBusinessServices.com

80

Romania Sibiu

| Business type: 100+FTEs | Full Time Employees – December 2019: 925

Yonder

Windeln.ro Labs

Beespeed TEC

Silicon Service

YoungCulture

Targu Mures

Berg Computers

Simply Digital

Sibiu

Adams Vision

Bitdifender

Smart2Pay

Adi Com Soft

Advanced Technology

Softvision

Alpha Aftermarket Services

Arobs Transilvania

Ausy Technologies

Bestjobs

Bertrandt ET

Camelweb Creations

Sonovision Romania | Business type: 100+FTEs | Services Provided:

Soradi Development

DVSE Ro E..ON

Capabil

| Business type: 100+FTEs | Services Provided:

E.ON Servicii

Cloudbase Solutions

Continental

E.ON Software Development

Concentrix

| Business type: 100+FTEs | Services Provided:

Bucher Design & Production

Tata Consultancy Services

Colt Technology Services

Telecommunications Speed Thinslices Development

SSC Bosch Service Solutions Tel.: +4025-620-0000 | Business type: SSC: IT Support | Full Time Employees – December 2019: 686 | General manager: Raluca Vasiu Partenie, CEO

| Business type: 100+FTEs | Services Provided:

TEC Telecom

Blue Matrix

| Business type: 100+FTEs | Services Provided:

Euroanswer

Endava Flame

| Business type: 100+FTEs | Services Provided:

SSC Continental Automotive

| Business type: 100+FTEs | Services Provided:

Globus Software

Hermann Pharmaceuticals

Kalos Information Systems

Tel.: 40-256-25-15-05 | Business type: SSC | Full Time Employees – December 2019: 1600 | General manager: Alina Bratu, Public Relations Officer

| Business type: 100+FTEs | Services Provided:

IMC

Lateral

Datagroup-INT

Unicredit B.I.S.

Industrial Software

Lynx Solutions

Valldata Services Limited Melksham

Intelligent IT

Megadata

Vast Visibility LTD

Iquest Solutions

Quadom Soft

DMC Data Processingand Management Consulting

Veoneer Romania

IT Perspectives

Reea

Endava

MI-Pay

Smart Soft

Net Conect

STA Travel

Perspectives

Stefanini

| Business type: 100+FTEs | Services Provided:

Ppro Technology and Services

Timisoara

Everseen Limited

Xerox Romania

ProIT

123Formbuilder

Frontier Silicon

| Business type: 100+FTEs | Global HQ: USA

Ropardo

ACI Worldwide

Gauss | Business type: 100+FTEs | Services Provided:

Top Mass Amount Travel Tech Unicredit B.I.S.

| Business type: 100+FTEs | Services Provided:

Vezuvian VS Comunication Webhelp

Formel D

| Business type: 100+FTEs | Services Provided:

Dialogdata GMBH & CO KG

| Business type: 100+FTEs | Services Provided:

EPS Romania Eta2U | Business type: 100+FTEs | Services Provided:

XL World

Soft Aplicativ

Tel.: +40 232 206 317 | Business type: Hybrid: ITO and software development | Services Provided:

Stefanini

| Business type: 100+FTEs | Services Provided: IT/SoftDev/Digital | General manager: Florin Cuc, Head of Center Of Excellence Timisoara Services group

Timeline BS

Amdaris

TLE ING

Ametras Service

Visma Software

Andromede Due

Infobest Romania

Atoss Software

Instapage

| Business type: 100+FTEs | Services Provided:

| Business type: 100+FTEs | Services Provided: IT/SoftDev/Digital, Clients such as: Deutsche Bahn, Douglas, EDEKA, HORNBACH, Lufthansa, Shell Retail Netherlands, Sixt SE, thyssenkrupp Packaging Steel

2020

CEE Business Services Directory

| Business type: 100+FTEs | Services Provided:

| Business type: 100+FTEs | Services Provided:

Geolink Haufe-Lxware Helpline | Business type: 100+FTEs | Services Provided:

Intel Software Development | Business type: 100+FTEs | Services Provided:

Intelligent Software Systems | Business type: 100+FTEs | Services Provided:

www.EuropeanBusinessServices.com

81

Romania Timisoara

Internet Marketing On-line | Business type: 100+FTEs:

ISB Rom ISC Research Lasting Software Letsgoandcall Now | Business type: 100+FTEs :

Masstech Nagarro Software Ness Romania | Business type: 100+FTEs:

Nokia Networks

Opswat Technologiy

Syonic

Plan.Net Technology

Toluna Romania

Procad Realmedia Netwark Recensio Nobilis Rif DC | Business type: 100+FTEs

Saguaro Print

Valeo IT Veoneer Romania | Business type: 100+FTEs

Waterford Research Wipro Technologies Romania

Saguaronet

ZTE Services Romania

Smartvalue Services SoftNrg

NTT DATA Romania S.A.

Sphinx IT

NXT Netcare Services

SSI Schaefer

| Business type: 100+FTEs

Unfiedpost

| Business type: 100+FTEs:

| Business type: 100+FTEs:

OCE Software

| Business type: 100+FTEs:

| Business type: 100+FTEs:

| Business type: 100+FTEs:

Survey Sampling Ro Sustainalytics

CEE Business Services Directory

| Business type: 100+FTEs:

82 2020

www.EuropeanBusinessServices.com

Lithuania Vilnius

Lithuania SSC Affecto Tel.: 370 5 212 3712 | Business type: SSC | Services Provided: HR, Supply Chain Management, F&A, Customer Support | Global HQ: Finland | Date started in CEE: 1991 | Full Time Employees – December 2019: 230 | General manager: Karolis Baltrušaitis, CEO

SSC Ahlstrom Munksjo Tel.: +370 626 38991 | Business type: SSC/BSC | Services Provided: F&A, HR, Client ServicesProcurement | Global HQ: Finland | Date started in CEE: 2014 | Full Time Employees – December 2019: 67 | General manager: Daiva Sereikiene, Service Center Manager

SSC AmerisourceBergen Shared Service Centre Lithuania (World Courier Lithuania) | Business type: SSC | Services Provided: F&A, IT/SoftDev/Digital, Ops/Logistics/ Procure/Supply, Client S&S, Client S&S, HR, RPA, BA | Global HQ: USA | Date started in CEE: 2019 | Full Time Employees – December 2019: 64/100 | General manager: Steve Collis, Chairman, President and CEO, AmerisourceBergen

Arctic Adventures

SSC Benify

Centric

| Business type: Multifunction | Services Provided: BD, Marketing, Digital Support | Global HQ: Iceland | General manager: Lina Mockaitytė, Marketing Team Lead

| Business type: SSC/BSC | Services Provided: Client Services | Global HQ: Sweden | Date started in CEE: 2017

| Services Provided: IT services, financial and engineering solutions and advice | Global HQ: Holland | General manager: Paulius Samoska, Country Manager

BPO Atea Tel.: +370 5 239 78 30 | Business type: BPO | Services Provided: Software and IT Services | Global HQ: Norway | Date started in CEE: 2008 | Full Time Employees – December 2019: 346 | General manager: Valdas Jusius, Deputy Director

SSC Barclays Technology Centre Limited

Blockchain | Business type: Call Centre | Services Provided: Financial & insurance services | Global HQ: UK

SSC Booking.com | Business type: SSC | Services Provided: Client S&S, Client S&S | Global HQ: Holland | Date started in CEE: 2018 | Full Time Employees – December 2019: 330 | General manager: Alessandro Rotelli, Regional Director

SSC British Foreign and Commonwealth Office

Tel.: +370-5-251-1532 | Business type: SSC/BSC | Services Provided: HR, IT, Client ServicesProcurement, Robotics | Global HQ: UK | Date started in CEE: 2009 | Full Time Employees – December 2019: 1173 | General manager: Mariano Andrade Gonzalez, COO, BGOL

| Business type: SSC/BSC | Services Provided: Ops/Logistics/Procure/Supply, F&A, Procurement | Global HQ: UK | Date started in CEE: 2014 | General manager: Vaida Saluckaite, Head of Procurement

SSC Bazaarvoice

Catalyst

| Business type: SSC | Services Provided: Information Technology and Hardware | Global HQ: USA | General manager: Raimonda Jančienė, Global Services MD

| Business type: F&A | Services Provided: Financial & insurance services | Global HQ: UK

Winner

SSC Citco Vilnius, UAB | Business type: BSC/SSC/Captive | Services Provided: F&A, Corporate Secretarial Services | Date started in CEE: 2007 | General manager: Dalia Šiaučiulienė, Director, Private Equity and Real Estate Services

SSC Clarivate | Business type: SSC: IT | Services Provided: Information Technology and Hardware | Global HQ: USA | Date started in CEE: 2007 | Full Time Employees – December 2019: 103

BPO Cognizant Technology Solutions Lithuania Tel.: +370 601 91187 | Business type: BPO | Services Provided: F&A, IT, Client ServicesRobotics, Big Data Analytics | Global HQ: USA | Date started in CEE: 2007 | Full Time Employees – December 2019: 600 | General manager: Edwin Creyghton, Vilnius Center Head

Most “Dynamically Developing” City – CEE

Vilnius

CEE Business Services Directory

Vilnius

CEE

Business Services Awards

2020

2020

Watch the Winner on YouTube www.EuropeanBusinessServices.com

83

Lithuania Vilnius

Manager’s Profile

attrition before the pandemic hit us and also worked hard during the lock-down to ensure we provide all required support to our people – from equipment & tools to psychological counseling. Effective communication played a crucial role in ensuring we keep our employees engaged and motivated. Macro-economic situation brought a lot of uncertainty into the market and all our investments into being a reputable and stable employer are paying off now.

Chief of Staff, Danske Bank IT center (DGITL), Vilnius Parent Company: Danske Bank, Copenhagen

What is your company doing in CEE? Danske Bank Group IT center in Lithuania (DGITL) is located in Vilnius. With 1200 professionals DGITL represents about 30% of the global IT staff in Danske Bank Group.

Full range of IT services is delivered in Lithuania. It spans from IT operations to IT infrastructure & engineering, IT service desk and application development for all areas of the Group.

Explain why your company set up operations in CEE. Back in 2015 Danske Bank had a plan to insource Infrastructure and development areas back, due to quality and costs. Vilnius was selected as having the right pool of experienced talents to ramp up 400 professionals in 6 months. Insourcing was a great success and after the first wave demand started growing - in the next few years we reached 1000+ employee mark.

What are the immediate changes your BSC faces now because of the coronavirus issue?

Pandemic was a good stress test that allowed us to evaluate how robust and flexible we are. Nearly all employees moved to remote working model in less than a few days with no impact on productivity. We already see that going forward we will need less office space, because teams are now effectively operating in virtual set-ups and they are keen to continue applying the flexible working model.

And over the next 1-2 years, what further changes to you foresee? (Do you see any “silver linings” in terms of growth of services, etc.?)

One of the key areas for change is automation. More automation will lead to less junior roles, changing carrier models and triangle-shaped workforce distribution in the future.

SSC Cowi | Business type: SSC/BSC | Services Provided: F&A, Engineering | Global HQ: Denmark | Date started in CEE: 2012 | Full Time Employees – December 2019: 110 | General manager: Marius Zubrickas, COO

BPO CSC Telecom Tel.: 370 697 21101

2020

Process Automation/RPA – please tell us what your company is doing in this space. What will you be doing in 2020/2021, and what impact do you expect this to have in the next 2-3 years?

In Danske Bank IT center we have a team of c.70 IT automation professionals covering two streams: Robotics and Business Process Management. Services we provide span from application and desktop robots to end-to-end workflow redesign and automated processes. As process architecture becomes more streamlined, we expect to tap into multiple areas for automation, not only in customer service delivery where the focus primarily is at the moment, but also to expand to other areas such as accounting, HR and etc.

Given the shock of events in spring 2020, how are you adjusting your office environment and space requirements?

We are doing our best to ensure safe environments for our teams. We have completely changed catering model and reorganized canteen facilities to minimize risks. Existing seating arrangements were not changed, but safety measures were applied to limit people numbers and distances. There is a great opportunity to reorganize office space going forward, as we see completely different work patterns – people continue to flex more and combine office and home working.

Talent and Employment Issues.

People are the most valuable asset of the company. We have put a lot of effort in reducing

2-3 specific bits of advice to other firms keen to optimize their SSC/ BPO operations in CEE. Or advice to a “newcomer” considering setting up in CEE. There is no silver bullet answer, but there are three strategies that worked well for us: • Ensuring managers and employees are co-located as much as possible. Virtual team are fine, but a local layer ensures higher sustainability and employee retention.

• Setting-up functions, not a fraction of workforce, where possible, as it allows to create meaningful job for teams.

• Matrix management is not a goal, it is an unavoidable consequence, yet do not penetrate too low in the organization with it.

Give us some specific cost savings tactics of your firm in Q1/Q2 of 2020.

At the moment we are exploring opportunities created by the changing work patterns.

Pandemics created an opportunity to reduce real estate cost by 20% or even more as 96% of our employees would like to continue working in flexible ways going forward.

Egle has more than 15 years of commercial experience in leading business and technology change in different managerial roles and across different geographies. Her background includes leading business transformation, sales, marketing, business acquisition and divestment, financial regulation, credit risk and IT programmes. As Chief of Staff at DGITL Egle focuses on increasing the value of DGITL to the Bank by leading the transforming organisation. Egle has started her career as sales & marketing manager for one of the biggest global healthcare solutions companies, she is a qualified Scrum Master and has Master’s in Software engineering from University of Oxford.

| Business type: BPO | Services Provided: Client Services | Global HQ: USA/ Canada | Date started in CEE: 2005 | Full Time Employees – December 2019: 34

| Global HQ: Switzerland | Date started in CEE: 2015 | General manager: Simonas Barsteiga, Branch Manager

SSC CSD Engineers

| Business type: F&A | Services Provided: Manufacturing & Engineering | Global HQ: USA

Tel.: +370 5 2031360 | Business type: SSC/BSC | Services Provided: F&A, HR, Construction Engineering

Dana

CEE Business Services Directory

Egle Venskuniene

SSC Danske DGITL Tel.: 37062040769 | Business type: CoE | Services Provided: In Danske Bank IT center we have a team of c.70 IT automation professionals covering two streams: Robotics and Business Process Management | Global HQ: Denmark | Date started in CEE: 2015 | Full Time Employees

www.EuropeanBusinessServices.com

84

Lithuania Vilnius

in CEE: 2019 | General manager: Aurelija Cenkute, Head of SSC

SSC Danske GSL

Euromonitor International

| Business type: CoE | Services Provided: F&A, HR, Client Services, Procurement, Legal, Robotics, Big Data Analytics | Global HQ: Denmark | Date started in CEE: 2012 | Full Time Employees – December 2019: 1516 | General manager: Rosita Vasilkeviciute, SVP, Head of Global Utilities and GSL (Global Services Lithuania)

Tel.: +370 5 243 1577 | Business type: CoE | Services Provided: IT, Big Data Analytics | Global HQ: UK | Date started in CEE: 2005 | Full Time Employees – December 2019: 188 | General manager: Viktorija Vinskiene, HR Manager

DAT | Services Provided: Ops/Logistics/ Procure/Supply | General manager: Rolandas Meiženis, Deputy General Director

BPO DXC (CSC+HP) | Business type: BPO | Services Provided: IT, Client Services, Big Data Analytics | Global HQ: USA | Date started in CEE: 2008 | General manager: Antanas Uršulis, CEO

EIS Group | Business type: ITO | Services Provided: IT | Global HQ: USA | Date started in CEE: 2006 | General manager: Sigis Jermolovicius, CEO

SSC EY Tel.: 370 5 274 2200 | Business type: SSC | Services Provided: HR, LPO, F&A, other | Global HQ: UK | Date started in CEE: 2002 | Full Time Employees – December 2019: 60

SSC Genius Sports | Business type: SSC | Services Provided: IT/ SoftDev/Digital, global leader in digital sports content, technology and integrity services | Date started in CEE: 2018

BPO HCL

Tel.: +370 52316390 | Business type: ITO | Services Provided: IT | Global HQ: Denmark | Date started in CEE: 1996 | Full Time Employees – December 2019: 188

SSC Intrum

SSC McKesson Business Services Lithuania

Tel.: +370 5 252 6690 | Business type: SSC/BSC | Services Provided: F&A, Client Services, Robotics, Big Data Analytics | Global HQ: Sweden | Date started in CEE: 2014 | Full Time Employees – December 2019: 243

SSC Inwido Support

SSC Metso | Business type: Multifunction | Services Provided: F&A, Ops/Logistics/Procure/ Supply | Global HQ: Finland | Date started in CEE: 2019 | Full Time Employees – December 2019: 80 | General manager: Ilona Antonoviciute, MD

Kayak

| Business type: Multifunction | Services Provided: Financial & insurance services | Global HQ: USA | Date started in CEE: 2018 | General manager: Duncan Nielson, SVP Regional HR Lead

SSC Leinonen Lithuania

| Business type: Engineering | Services Provided: Construction Engineering | Global HQ: Germany

Etex

IBM Lithuania

| Business type: Building Materials | Services Provided: Ops/Logistics/Procure/ Supply | Global HQ: Belgium | Date started

Tel.: :+370 5 278 6600 | Business type: ITO | Services Provided: IT | Global HQ: USA | Date started in CEE: 2005

| Business type: BSC/SSC/Captive | Services Provided: F&A, Transportation & Logistics | Global HQ: USA | Date started in CEE: 2019 | General manager: Ildiko By, Managing Director

Tel.: 370 5 275 3254 | Business type: SSC/BSC | Services Provided: F&A, Engineering | Global HQ: Denmark | Date started in CEE: 2002 | Full Time Employees – December 2019: 57 | General manager: Julija Adomavičienė, Director

Tel.: 370 5 237 5040 | Business type: SSC | Services Provided: F&A | Global HQ: Finland | Date started in CEE: 2006 | Full Time Employees – December 2019: 60

Hegelmann Group

Winner

Matrix Software Baltic

| Services Provided: cloud-based, global technology partner to clients around the world | Global HQ: USA | General manager: Greta Grassick, Site Director

| Services Provided: | Global HQ: USA

| Business type: BPO | Services Provided: F&A, Client Services, Robotics, Big Data Analytics | Global HQ: India

| Services Provided: Ops/Logistics/ Procure/Supply, Logistcs | Global HQ: Germany | General manager: Roma Berlickaite, Head of Logistics Division

Eisfeld Ingenieure

Intrado

BPO LongShip Tel.: 370-5-2339007 | Business type: BPO | Services Provided: F&A | Global HQ: Norway | Date started in CEE: 2005 | Full Time Employees – December 2019: 199

SSC Moody's

SSC Nasdaq (Nasdaq Vilnius Services UAB) Tel.: 37052531400 | Business type: Hybrid | Services Provided: F&A, IT/SoftDev/Digital, Ops/ Logistics/Procure/Supply, R&D, HR | Global HQ: New York, US | Date started in CEE: 2015 for global services | Full Time Employees – December 2019: 290 | General manager: Arminta Saladziene, VP, Nasdaq and GM, Nasdaq Vilnius Services

Top Employer Branding Initiative – CEE

Danske Bank Group IT Lithuania (DGITL)

CEE Business Services Directory

– December 2019: 1200 | General manager: Egle Venskuniene, Chief of Staff

CEE

Business Services Awards

2020

2020

Watch the Winner on YouTube www.EuropeanBusinessServices.com

85

Lithuania Vilnius

Tel.: 370 5 2734145 | Business type: BPO | Services Provided: BPO: Analytics and Market research | Global HQ: Denmark | Date started in CEE: 1995 | Full Time Employees – December 2019: 188

SSC Nokia Networks | Business type: SSC/BSC | Services Provided: F&A | Global HQ: Finland | Date started in CEE: 2016

SSC Nordzucker Business Services | Business type: SSC | Global HQ: Germany | Date started in CEE: 2019 | General manager: Freya Boehm, Director

Norian Accounting | Business type: F&A | Services Provided: F&A, BPO F&A | Global HQ: Norway | General manager: Lina Maroščikienė, General Manager

2019: 119 | General manager: Irma Kardašiūtė, Global Manager

SSC Owens Corning (Paroc)

Tel.: 370 5 2740 000 | Business type: SSC/BSC | Services Provided: F&A | Global HQ: Finland | Date started in CEE: 2012 | Full Time Employees – December 2019: 48 | General manager: Julian Volkovicki, ESSC Accounting Team Leader

SSC PandaConnect | Business type: SSC/BSC | Services Provided: F&A, IT, Legal | Global HQ: Denmark | Date started in CEE: 2014 | Full Time Employees – December 2019: 16

SSC Payobin | Business type: SSC/BSC | Services Provided: F&A | Global HQ: Israel | Date started in CEE: 2016 | Full Time Employees – December 2019: 402

Primo Interactive

Oracle

| Business type: Multifunction | Services Provided: Hotels, Tourism & Recreation | Global HQ: UK

| Business type: ITO | Global HQ: USA

PWC

SSC Outokumpu | Business type: BSC/SSC/Captive | Services Provided: F&A, IT/SoftDev/Digital, Ops/ Logistics/Procure/Supply, HR, RPA competence, Finance Credit Control | Global HQ: Finland | Date started in CEE: 2016 | Full Time Employees – December 2019: 160 | General manager: Daiva Glebiene, GBS Vilnius Site Manager

Tel.: 370 5 239 2300 | Business type: Hybrid | Services Provided: BPO: HR, LPO, F&A | Global HQ: UK | Date started in CEE: 1996 | Full Time Employees – December 2019: 17 | General manager: Rimvydas Jogela, Country Managing Partner

SSC Revel Systems Tel.: 370 5 214 0138 | Business type: SSC/BSC | Services Provided: F&A, IT | Global HQ: USA | Date started in CEE: 2015 | Full Time Employees – December

Winner

Sergel Lietuva

Revolut

| Services Provided: | General manager: Linas Jasevicius, Chief Technology Officer

BPO Rocket Software Lithuania | Business type: BPO | Services Provided: IT/SoftDev/Digital, R&D | Global HQ: USA | Date started in CEE: 2020 | Full Time Employees – December 2019: Dec 2020 – 55 | General manager: Elinga Kavaliauskiene, Senior Director

SSC SAI GLOBAL COMPLIANCE | Business type: SSC | Services Provided: IT/ SoftDev/Digital, R&D | Global HQ: USA | Date started in CEE: 2019 | Full Time Employees – December 2019: 20, 35 | General manager: Peter Granat, CEO

Salomon Securities | Business type: Multifunction | Services Provided: Financial & insurance services | Global HQ: UK

SSC Schüco International KG | Business type: SSC/BSC | Services Provided: Engineering | Global HQ: Germany | Date started in CEE: 2017 | Full Time Employees – December 2019: 12

SSC SEB Shared Service Center | Business type: SSC/BSC | Services Provided: F&A, IT, Client ServicesProcurement, Big Data Analytics | Global HQ: Sweden | Date started in CEE: 2008 | Full Time Employees – December 2019: 924 | General manager: Rūta Jasiulionienė, Head of SEB Shared Service Centers in Vilnius (Lithuania) and Riga (Latvia)

| Services Provided: Financial Services | General manager: Toma Matutyte, CEO

BPO SERMO Tel.: 370 5 212 5020 | Business type: BPO | Services Provided: F&A, IT/SoftDev/Digital, Sermo is the #1 social platform for physicians – a virtual doctors’ lounge where 800,000+ doctors from 150 countries around the world anonymously talk real world medicine. | Global HQ: UK | Date started in CEE: 2003

Shopify | Services Provided: IT/SoftDev/Digital, Ops/Logistics/Procure/Supply, Client S&S, Client S&S | General manager: Aurelija Baltrone, Sr.Project Manager

SSC Sinectra | Business type: SSC | Services Provided: IT, F&A, Engineering. Sinectra is Italy-based company active in areas of technological systems, industrial automation, renewable energy and building automation. | Global HQ: Italy | Date started in CEE: 2015 | Full Time Employees – December 2019: 15

SSC Superoffice | Business type: SSC/BSC | Services Provided: supporting and documenting CRM; IT, application, user and online digital support of Pan European customer base. | Global HQ: Norway | Date started in CEE: 2014 | General manager: Stein Ove Sektnan, MD

Business Services Firm of the Year – Baltics

SEB Global Services

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29/01/17

CEE Business Services Directory

BPO Nielsen & Nielsen

21:52 PM

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86

Lithuania Vilnius, Kaunas

BPO TietoEVRY

| Services Provided: | General manager: Arturas Abromavicius, CEO

Tel.: 370 5 237 4000 | Business type: BPO | Services Provided: BPO: IT services,IT consulting | Global HQ: Finland | Date started in CEE: 1999 | Full Time Employees – December 2019: 128 | General manager: Tomas Vitkus, CEO

SSC Swedbank Global Services Tel.: 370 5 268 44 44 | Business type: SSC/BSC | Services Provided: F&A, IT | Global HQ: Sweden | Date started in CEE: 2016 | General manager: Dovile Grigiene, CEO of Bank

BPO Teleperformance | Business type: BPO | Services Provided: Client Services | Global HQ: France | Date started in CEE: 2015 | General manager: Audrius Klangauskas, CEO

Tel.: +370 5 236 3377 | Business type: SSC/BSC | Services Provided: F&A, Client S&S, Client S&S, F&A, Client Services | Global HQ: Luxembourg | Date started in CEE: 2009 | General manager: Aistė Vasilkevičienė, HR Director

SSC WIX

SSC Telia Global Services Lithuania

SSC TransUnion | Business type: SSC | Services Provided: IT/ SoftDev/Digital, BPO: IT services,IT consulting | Global HQ: USA

SSC Turkish Airlines | Business type: SSC/BSC | Services Provided: Client Services | Global HQ: Turkey | Date started in CEE: 2016 | Full Time Employees – December 2019: 10

TGW Living Logistics

SSC UBER

| Services Provided: | General manager: Danas Kreivaitis, Country Manager

| Business type: SSC/BSC | Services Provided: IT | Global HQ: USA | Date started in CEE: 2014 | General manager: Ieva Sapokaite, Site Program Manager

| Business type: ITO | Services Provided: IT/ SoftDev/Digital, IT, Client Services: policy administration and claims management solutions | Global HQ: Denmark | Date started in CEE: 2012 | General manager: Dominykas Celedinas, Country Manager

Unity | Business type: ITO | Services Provided: IT/ SoftDev/Digital | Global HQ: USA

SSC Western Union Processing Lithuania, UAB

WinBas (Inwido Support) | Business type: BSC. | Services Provided: engineering assistance & solutions for business: quoting, orders processing, CAD drawings, production planning, R&D and SQA. | Global HQ: Sweden | General manager: Julija Adomavičienė, MD

SSC Transcom SSC

| Business type: SSC | Services Provided: F&A, IT/SoftDev/Digital, Ops/Logistics/ Procure/Supply, Client S&S, Client S&S, HR | Global HQ: Sweden | Date started in CEE: 2017 | Full Time Employees – December 2019: DEC 2019 – 500 & DEC 2020 – 600 | General manager: Marius Ivanauskas, Head of Telia Global Services Lithuania

TIA Technology

Provided: F&A, IT/SoftDev/Digital, Ops/Logistics/Procure/Supply, HR, Compliance Operations | Global HQ: USA | Date started in CEE: 2010 | General manager: Sarunas Suipis, General Manager

| Business type: ITO | Services Provided: IT, Big Data Analytics | Global HQ: Israel | Date started in CEE: 2013 | Full Time Employees – December 2019: 94 | General manager: Monika Laukaite, Country Operations Manager

SSC World Courier | Business type: SSC/BSC | Services Provided: F&A | Global HQ: USA | Date started in CEE: 2017 | General manager: Egle Satkovskiene

SSC Yara International | Business type: SSC | Services Provided: F&A, IT/SoftDev/Digital, Ops/Logistics/ Procure/Supply | Global HQ: Norway | Date started in CEE: 2018 | Full Time Employees – December 2019: 257 | General manager: Beda Merkelbach, VP, Yara European Business Service Center

Vilnius, Kaunas Adform | Business type: CoE | Services Provided: IT, Digital Advertising software | Global HQ: Denmark | Date started in CEE: 2006 | Full Time Employees – December 2019: 466 | General manager: Giedrius Mickevicius, Group Director

Bentley Systems | Business type: CoE | Services Provided: R&D, Big Data Analytics | Global HQ: USA | Date started in CEE: 2005 | Full Time Employees – December 2019: 243 | General manager: Girene Sciukaite , HR Manager

Devbridge | Business type: IT | Services Provided: Information Technology and Hardware | Global HQ: USA | General manager: Aurimas Adomavicius, President

Nortal | Business type: ITO | Services Provided: IT: multinational strategic change and technology company | Global HQ: Finland | Date started in CEE: 2005

BPO Transcom Worldwide | Business type: BPO | Services Provided: Client Services | Global HQ: Luxembourg | Date started in CEE: 2002 | Full Time Employees – December 2019: 600 | General manager: Vaida Sapole, Operations & Business Development Director Lithuania

| Business type: BSC/ SSC/Captive | Services

Winner

Business Centre Manager of the Year – SSC – CEE

Rosita Vasilkeviciute, Head of Global Services Lithuania, Danske Bank

CEE Business Services Directory

Sweco Lietuva

CEE

Business Services Awards

2020

2020

Watch the Winner on YouTube www.EuropeanBusinessServices.com

87

Lithuania Vilnius, Klaipeda

General manager: Giedre Belazariene, HR Director

| Business type: ITO | Services Provided: IT/ SoftDev/Digital, leading Nordic IT company | Global HQ: Norway | Date started in CEE: 2011 | General manager: Mantas Urbonas, Manager

| Business type: SSC/BSC | Services Provided: Big Data Analytics | Global HQ: Holland | Date started in CEE: 2016

Vilnius, Klaipeda Exadel LT | Business type: ITO | Services Provided: IT, Big Data Analytics | Global HQ: USA | Date started in CEE: 2014 | Full Time Employees – December 2019: 100 | General manager: Dmitrijus Berescanskis, Director

Kaunas AL-KO Vehicle Technology | Business type: CoE | Services Provided: IT, Engineering, R&D | Global HQ: Germany | Date started in CEE: 2017 | General manager: Justinas Balodis, VP, R&D Electronic Systems

SSC GeoPhy

Hyarchis | Business type: IT | Services Provided: Information Technology and Hardware | Global HQ: Netherlands

SSC Micro Matic SSC Tel.: 370-37-353-310 | Business type: SSC/BSC | Services Provided: Multi-functional: F&A, IT Services, HR | Global HQ: Denmark | Date started in CEE: 2011 | General manager: Artūras Pankevičius, CFO

NFQ Technologies | Business type: IT/Digital Services Provider (captive) | Services Provided: IT/ SoftDev/Digital | Global HQ: Kaunas | General manager: Paulius Insoda, CEO

Centric

SSC NKT Lithuania

| Business type: Hybrid | Services Provided: IT, Client Services | Global HQ: Holland | Date started in CEE: 2017 | General manager: Paulius Samoška, Country Manager

| Business type: SSC/BSC | Services Provided: F&A | Global HQ: Denmark | Date started in CEE: 2017 | General manager: Vilma Skrypnikovaite, Finance Operations Manager

Dassault Systemes

SSC R1 (Intermedix)

| Services Provided: IT/SoftDev/Digital, MagicDraw brand-based system engineering (MBSE) solutions for a variety of industries, from NASA, Boeing, JP Morgan, to Siemens, BMW or Shell. | Global HQ: France | Full Time Employees – December 2019: 120 | General manager: Gitana Strazdauskė, Director

Tel.: 370 37 213306 | Business type: SSC/BSC | Services Provided: F&A, HR, IT, Client Services, R&D, Robotics, Big Data Analytics | Global HQ: USA | Date started in CEE: 2013 | Full Time Employees – December 2019: 675 | General manager: Lukas Jankauskas, Director Shared Services

SSC DAT

| Business type: SSC/BSC | Services Provided: IT, Engineering | Global HQ: Austria | Date started in CEE: 2017

| Business type: SSC/BSC | Services Provided: Client Services | Global HQ: Denmark | Date started in CEE: 2017

SSC Dematic Limited Tel.: +370 37 328 410 | Business type: SSC/BSC | Services Provided: IT, Client Services, Engineering | Global HQ: UK | Date started in CEE: 2011 | Full Time Employees – December 2019: 68 | General manager: Mindaugas Jankauskas, Division Manager

SSC GreenCarrier Tel.: +370 46 246999 | Business type: SSC/BSC | Services Provided: F&A | Global HQ: Sweden | Date started in CEE: 2013 | General manager: Marijus Zilinskas, Managing Director

Omega technology Tel.: +370-46-301213 | Business type: ITO | Services Provided: IT | Global HQ: Norway | Date started in CEE: 2006 | Full Time Employees – December 2019: 26 | General manager: Vadim Narožnij, CEO

Panevezys SSC Royal Unibrew Services Tel.: 370-45-505-219 | Business type: SSC/BSC | Services Provided: F&A | Global HQ: Denmark | Date started in CEE: 2008 | General manager: Jan Ankersen, Manager, Central Europe

SSC Timetravels

TransUnion | Business type: IT | Services Provided: Financial & insurance services | Global HQ: UK

BPO Unicall Tel.: 370 37 408574 | Business type: BPO | Services Provided: BPO: Call centre | Global HQ: Norway | Date started in CEE: 2008 | Full Time Employees – December 2019: 77 | General manager: Neringa Sidaraviciute, Country Manager

2020

Klaipeda

| Business type: SSC/BSC | Services Provided: Client Services | Global HQ: Finland | Date started in CEE: 2017

| Business type: ITO | Services Provided: IT | Global HQ: USA | Date started in CEE: 2012 | Full Time Employees – December 2019: 251

Tel.: +370 37 321314 | Business type: CoE | Services Provided: F&A, HR, IT, Client Services, Procurement, Engineering, Big Data Analytics | Global HQ: Germany | Date started in CEE: 2005 |

BPO Webhelp (Runway) Tel.: +370 37 208 203 | Business type: BPO | Services Provided: Client Services | Global HQ: Norway | Date started in CEE: 2009 | Full Time Employees – December 2019: 100 | General manager: Vilma Stankuviene, Managing Director Lithuania

SSC TGW

Devbridge

Festo

Date started in CEE: 2013 | General manager: Rokas Zakarevičius, Manager, Software Engineering

CEE Business Services Directory

Visma

Virtustream

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| Business type: ITO | Services Provided: IT/ SoftDev/Digital, IT | Global HQ: USA |

www.EuropeanBusinessServices.com

Latvia Riga

Latvia Accenture Latvijas filiāle Tel.: +371 670 19700 | Business type: ITO | Services Provided: IT delivery, customer support | Global HQ: USA | Date started in CEE: 2002 | Full Time Employees – December 2019: 1600 | General manager: Maksims Jegorovs, Director

SSC Airo Catering Services Latvija SIA (Lufthansa) | Business type: SSC | Services Provided: IT | Global HQ: Germany | General manager: Andris Balickis, MD

SSC allnex Tel.: 37167330600 | Business type: SSC | Services Provided: F&A, IT/SoftDev/Digital, Ops/Logistics/ Procure/Supply, Client S&S, Client S&S, HR | Global HQ: Germany | Date started in CEE: 2014 | Full Time Employees – December 2019: DEC 2019 – 260, DEC – 2020 – 260 | General manager: Wim Vanderpoorten, GBS Director

SSC Amplexor Latvia | Business type: SSC | Services Provided: Financial | Global HQ: UK | Date started in CEE: 2003 | Full Time Employees – December

2019: 73 | General manager: Ilze Puntuka, Accounting SSC Director

Arvato Systems Latvia | Business type: ITO | Services Provided: IT | Global HQ: Germany | Full Time Employees – December 2019: 50 | General manager: Līga Trautmane, Board Member

SSC Atea Global Services Tel.: +371 673 596 00 | Business type: BSC/SSC/Captive | Services Provided: F&A, IT/SoftDev/Digital, Ops/ Logistics/Procure/Supply, Client S&S, Client S&S, R&D, Software Asset Management, Business Intelligence & Data analytics | Global HQ: Norway | Date started in CEE: 2013 | General manager: Alise Vilka, General Manager

Baltic Technology Group | Business type: ITO | Services Provided: IT: Design, development and support of applications | Global HQ: Latvia | Date started in CEE: 1991 | Full Time Employees – December 2019: 51 | General manager: Peteris Kokovins

BPO BPO Services | Business type: BPO | Global HQ: Latvia | Date started in CEE: 2014 | Full Time Employees – December 2019: 100 | General manager: Egīls Lūsis, General Manager

Winner

BPO C.T.CO | Business type: BPO | Services Provided: IT/ SoftDev/Digital, IT | Global HQ: Marshal Islands | Date started in CEE: 2004 | Full Time Employees – December 2019: 411 | General manager: Eugene Furs

Cabonline/TaxiKurir | Services Provided: Client S&S, Client S&S, Call center for taxi Sweden | Global HQ: Finland | Full Time Employees – December 2019: 160 | General manager: Evita Kezbere

SSC Cabot Latvia Tel.: +371 67050700 | Business type: SSC | Services Provided: Multifunctional | Global HQ: USA | Date started in CEE: 2014 | Full Time Employees – December 2019: 125 | General manager: Lelde Lipska, GBS Riga Delivery Center Manager

BPO CCC/Telus Riga | Business type: BPO | Services Provided: Client S&S, Client S&S, monitoring Facebook content | Global HQ: Austria | Full Time Employees – December 2019: 50 | General manager: Ilze Legzdina, Country Manager

SSC Circle K Business Centre

| Business type: BSC/SSC/ Captive | Services Provided: F&A, IT/SoftDev/Digital, Ops/Logistics/Procure/Supply, Client S&S, Client S&S, HR | Global HQ: Laval, Canada | Date started in CEE: 2012 | General manager: Arturs Andzans, Chairman of the Board, Director Operational Finance

SSC Citadele Banka | Business type: SSC | Services Provided: IT, Finances | Global HQ: Sweden | General manager: Johan Åkerblom , CEO

Cognizant Technology Solutions | Business type: ITO | Services Provided: IT, automation, robotics | Global HQ: USA | Full Time Employees – December 2019: 300 | General manager: Kim Leandersson, Head of Riga Center

SSC Containerships | Business type: SSC | Services Provided: F&A, IT/SoftDev/Digital, HR, Multifunctional: Customer care, HR, IT, finance | Global HQ: Finland | Date started in CEE: 2016 | Full Time Employees – December 2019: 100 | General manager: Aleksi Kaipola , Head of BSC Containerships

Business Services Firm of the Year – Baltics

SEB Global Services

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Riga

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Manager’s Profile

Alise Vilka General Manager Atea Global Services, Latvia Parent Company: Atea ASA, Norway

What your company is doing in CEE? Atea Business Services Center in Riga was established in 2012 and started its operations with a bit more than 50 employees providing Financial, Procurement, Licensing specific, Sales support services and Customer care operations. Today there are ~200 employees providing also Business & Finance controlling, Software Asset Management, Microsoft Operations, CSR administration services and Center of Excellence with Robotic Process Automation, Business Process Analytics and Business Intelligence services. Services are provided mainly towards Atea Group companies in Sweden, Norway, Finland and Denmark.

Explain why your company set up operations in CEE. Atea had established one central organization providing Application Packaging services back in 2006. The main reasons for choosing Riga back in 2006 was the infrastructure (direct flights to Nordic countries, internet availability) and good resource coverage with high level of education and very good English language skills. Two main reasons for estalishing BSC: already existing operations in Riga and EU funding (Job creation grant) support, and the Government of Latvia officially invited Atea to continue its investments in Latvia.

What are the immediate changes your BSC faces now because of the coronavirus issue?

• More attention to business intelligence reporting – ability to have real time data for better decision making.

• Focus on existing process efficiency – do more with same or fewer resources.

• Attention to strengthening foundation: documentation & backup systems to ensure even higher adaptability.

• Remote work – further adjustments to education, communication & collaboration ways are expected.

• Further review of nearshoring possibilities.

And over the next 1-2 years, what further changes to you foresee?

People, processes and technology. Automation will continue to scale and reduce the manual work & manpower needs; remote work possibilities and communication & collaboration solutions will make communication and information sharing even easier. Solutions like process-mining tools will continue to automate “process work” and make the “new roles” more analytical. Business intelligence

2020

and data analytics will become an integral part of BSC operations.

We will also continue with projects in new areas like CSR-related support and process management according to ISO requirements.

Process Automation/RPA – what your company is doing in this space.

The largest amount of automation has been made within procurement and customer care support areas. Robotic process automation will remain as key solution for comparably fast automations for areas where multiple system data needs to be connected or where ERP changes have very high complexity.

Given the shock of events in spring 2020, how are you adjusting your office environment and space requirements?

Back at the end of 2019 we have set the strategy for 2020+ where one of the HR goals was “modern & flexible workplace” considering both: increase in working from home possibilities as well as shared desk policy. March situation has made the strategy being almost achieved!

We have learned what is possible, what works and where we still need to adjust to make it perfect but yes, “working from home” will now be more available to our employees and has been tested for many of the concerns that people were having before March. As in regards to office rearrangements we plan to implement also flexible workplace.

Talent and Employment Issues.

As for now, for our organization there has been a little turbulence when it comes to macro-economic environment. What do work on is the remote team management and related challenges but yes, all that is way more complicated when it comes to talent management. Some of the things we have managed to address already is online trainings that are either company specific or have been tailor made for our needs, including also soft skills (and also Energy and stress management training). Also team building activities have new online options now compared to only physical meetings before March.

2-3 specific bits of advice to other firms keen to optimize their SSC/BPO operations in CEE. 1) People – when establishing SSC/BPO in CEE, you will have a super powerful pool of people with high percentage of having higher education and good language skills.

At the same time, not all of them know from the very start what do they want to do in life or are aware of their best talents. This is a field where You can make an impact.

What we have done is, we have established virtual team setup where people can join some other strategic or simply important company initiatives and try to do more than just the daily operations. Through this, we have discovered multiple amazing talents that today are working in some of the highest complexity and/or responsibility areas. They are happy, they are grateful and they are a great example for others to aim for more. AND yes, of course – we value and have appreciation setup all employees either they go for the change or they do the daily operations in a fantastic and smooth way!

2) Optimization – For the ongoing process improvements, there has to be a mindset in the organization (yes, things do not happen by themselves even if sometimes we think we have talked about them enough) and I would also say a team or dedicated roles for people who will be keeping track and inspiring other for new improvement ideas.

Another aspect is data – having all the facts about the operations is helping everyone either you have to take or accept the decision.

And yes, it actually would be best if this one would be the first one in communication to employees and that’s the “Why?” Why do we need to do these changes, what better or bigger value do they have? And even if it is all about improving the profit or reducing the costs – we can always explain why and how is that necessary or important for the organization as a whole.

Give us some specific cost savings tactics of your firm in Q1/Q2 of 2020.

For Q2, top management announced voluntary option to reduce the salary by 10% for that specific quarter and that has helped the company to come out of this crisis stronger than ever before!

It was including also Business center management. As in regards to Business center employees, we agreed to postpone annual salary reviews by one quarter (so no salary reduction for employees but also no increase for 3 month longer).

Coming from Retail sector, I have started in Atea back in 2008 when we had an organization of 40+ employees in the Riga team. I have been through the journey of the Atea Global Services growing to more than 400 employees where large part of it was from establishing the Business Services Center operations. I have a mix of ITIL, ACCA and Couching certifications and can say that all of these do help to adjust to ever changing life! I love learning and I am also a CSR Ambassador!

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CEE Business Services Directory

Latvia Riga

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Latvia Daugavpils

| Business type: SSC | Services Provided: Customer Care centre | Global HQ: Denmark | General manager: Agija Galeja-Bajaruna, Regional Finance Manager

SSC Distrelec Group Tel.: +371 67885544 | Business type: SSC | Services Provided: Financial | Global HQ: Switzerland | Date started in CEE: 2015 | General manager: Peteris Sprogis, Regional Sales Mgr. East

SSC DNB Bank ASA Tel.: +371 670 771 17 | Business type: SSC | Services Provided: Financial | Global HQ: Norway | Date started in CEE: 2012 | Full Time Employees – December 2019: 300 | General manager: Intars Sloka, Head of Latvian branch

SSC Dynatech Latvia | Business type: SSC | Services Provided: BD/ Marketing/Design/Digital | Full Time Employees – December 2019: 350 | General manager: Dmitrijs Lihacovs , Deputy Chief Marketing Officer

Elva Baltic | Business type: ITO | Services Provided: Business managment, accounting software | Global HQ: Latvia | Date started in CEE: 2004 | General manager: Jānis Dambergs

Emergn | Services Provided: Financial | General manager: Karlis Mikoss, SVP, Regional Manager Europe

Encompass Digital Media Latvia | Services Provided: global technology services company delivering Playout, Media Management, Digital OTT and VOD services to world leading media companies. | General manager: Roberts Melbardis, Country Manager

Euro Live Technologies (Playtech) | Services Provided: global broadcaster providing innovative video stream services for users worldwide. | Full Time Employees – December 2019: 1500

Evolution Gaming Latvia

e-invoicing industry | Global HQ: Latvia | General manager: Edgars Strazds, MD

Idea Port Riga Tel.: +371 22837678 | Business type: ITO | Services Provided: UX-driven enterprise IT consultancy focused on building web and mobile frontends, also for Siebel CRM & Salesforce | Global HQ: Latvia | Date started in CEE: 2007 | Full Time Employees – December 2019: 150 | General manager: Juris Tērauds, MD

SSC If P&C Insurance | Business type: SSC | Services Provided: IT | Global HQ: Sweden | Full Time Employees – December 2019: 300 | General manager: Andris Morozovs (MD); Janis Kesteris (IT Director)

SSC Intrum Global Technologies Tel.: +371 261 773 11 | Business type: SSC | Services Provided: IT: Software development, maintanance, support | Global HQ: Sweden | Date started in CEE: 2010 | Full Time Employees – December 2019: 230 | General manager: Juris Totojevs , MD

LSG SkyChefs/Airo Catering Services Latvia | Services Provided: | General manager: Andris Balickis, Director

SSC MSC Shared Service Center Riga | Business type: BSC/SSC/Captive | Services Provided: F&A, IT/SoftDev/Digital, Ops/ Logistics/Procure/Supply, Client S&S, Client S&S, R&D, HR, Legal Services | Global HQ: Switzerland | Date started in CEE: 2000 | Full Time Employees – December 2019: 200 | General manager: Rodion Shiryayev, Managing Director

BPO Nordic Backoffice Tel.: +371 22014600 | Business type: BPO | Services Provided: F&A, bookkeeping assistance and data validation services f | Global HQ: Latvia | Date started in CEE: 2007 | General manager: Ivo Urbanovičs, MD

Proof IT | Business type: ITO | Services Provided: insurance & custom IT solutions | Global HQ: Latvia | Date started in CEE: 2004 | Full Time Employees – December 2019: 50 | General manager: Uģis Spriņģis, MD

BPO FactSet

BPO Riga Accounting Hub

| Business type: BPO/ITO | Services Provided: financial data software development | Global HQ: USA

| Business type: BPO | Services Provided: F&A: ship accounting, marine payroll, accounting | Global HQ: Latvia | Full Time Employees – December 2019: 60 | General manager: Inese Morozova, MD

BPO Fitek (former OpusCapita) | Business type: BPO | Services Provided: financial process optimisation and automation services for enterprises and public sector. Leaders in

2020

SSC SEB Global Services | Business type: BSC/SSC/Captive | Services Provided: F&A, IT/SoftDev/Digital, Ops/Logistics/Procure/Supply, Client

S&S, Client S&S, R&D, HR | Global HQ: Sweden | Date started in CEE: 2006 | General manager: Rūta Jasiulionienė, Branch Manager of SEB Global Services in Vilnius and Riga

BPO Solvay Latvia (Cytec) | Business type: BPO | Services Provided: F&A, IT/SoftDev/Digital, Ops/ Logistics/Procure/Supply, Client S&S, Client S&S, Multifunctional BPO: Finance, HR, IT procurement, helpdesk, MDM, logistics | Global HQ: USA | Date started in CEE: 2009 | Full Time Employees – December 2019: 200 | General manager: Alexandre LEFEU, SBS Service Model Transformation Leader

SSC Swedbank | Business type: SSC | Services Provided: Multi-functional: F&A, IT Services, HR | Global HQ: Sweden | Full Time Employees – December 2019: 200 | General manager: Līga Šķendere, Head of Finance Division

SSC Tele2 Shared Service Center | Business type: SSC | Services Provided: Multifunctional – IT, Finance, Operations, Technology, Customer operations | Global HQ: Sweden | Full Time Employees – December 2019: 300 | General manager: Arvids Jegers, Director

BPO Tieto Tel.: +371 671 165 65 | Business type: BPO | Services Provided: full-cycle financial SSC for Oracle-based global Tieto operations: accounting, master data, controlling, process design, ERP support. | Global HQ: Finland | Date started in CEE: 2006 | Full Time Employees – December 2019: 700 | General manager: Inese Tanne, Director

and public sector, operating across Nordics, Benelux and CEE. | Global HQ: Norway | Date started in CEE: 2014 | Full Time Employees – December 2019: 145 | General manager: Iveta Bukane, Director

BPO Webhelp | Business type: BPO | Services Provided: F&A, IT/SoftDev/Digital, Ops/ Logistics/Procure/Supply, Client S&S, Client S&S | Global HQ: France | Full Time Employees – December 2019: 324

Zalaris HR Services Latvia Tel.: +371 27 525 742 | Business type: Hybrid | Services Provided: F&A, IT/SoftDev/Digital, Ops/ Logistics/Procure/Supply, Client S&S, Client S&S, R&D, HR | Global HQ: Norway | Date started in CEE: 2007 | Full Time Employees – December 2019: 106 FTE's in December 2019, estimated 118 in December 2020 | General manager: Ingrīda Štālberga, Country Manager Baltics

Daugavpils LatInSoft Tel.: +371 654 232 88 | Business type: ITO | Services Provided: IT infrastructure, applications for accounting, training | Global HQ: Latvia | Date started in CEE: 2004 | Full Time Employees – December 2019: 42 | General manager: Sergey Simonov

Leipaja BPO Baltik IT | Business type: BPO | Services Provided: IT | Global HQ: Italy | Date started in CEE: 2008 | Full Time Employees – December 2019: 142

BPO Transcom Worldwide Latvia Tel.: 371 67 060 590 | Business type: BPO | Services Provided: Call center | Global HQ: Sweden | Date started in CEE: 2004 | Full Time Employees – December 2019: 542 | General manager: Liga Millere, Head of HR for Nearshore Cluster (Baltic)

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SSC Danfoss

Ubiquiti Networks | Services Provided: Ubiquiti focuses on 3 main technologies: high-capacity distributed Internet access, unified information technology, and next-gen consumer electronics for home and personal use. | General manager: Kristaps Rikans, Regional Managing Director

Visma Labs + Enterprise SIA Tel.: +371 67116211 | Business type: ITO/Hybrid | Services Provided: Visma offers software and services that simplify and digitise core business processes in the private

www.EuropeanBusinessServices.com

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Estonia Leipaja

Manager’s Profile

Aļesja Kirčenko Deputy Head of SEB Global Services in Riga SEB Global Services in Vilnius and Riga Parent Company: SEB, Sweden

What is your company doing in CEE? SEB Global Services in Riga provides world-class financial services to SEB group customers and business divisions in 20 countries worldwide. Since its establishment in 2006, the branch supports SEB on the journey of becoming the leader in efficiency and innovation. We offer a wide range of services, including payment operations and cash management support as well as services related to trading products, risk management, compliance and IT. Also, we serve international banks and global financial institutions with services in transactions settlement and asset servicing of Nordic securities trades. The company is dedicated to continuing broadening its competencies. This ambition is also reflected in a steady increase in headcount.

In over more than a decade, the company has grown from 100 to 700 professionals, successfully expanding responsibilities into new areas.

Explain why your company set up operations in CEE. The established SEB business presence in Latvia was just one of the reasons why SEB Global Services was opened in Riga in 2006. A convenient geographical location, well established infrastructure, possibilities for future expansion and favorable business environment, as well as the availability of talents are important factors that allowed the company to grow while maintaining a worldclass quality of financial services.

What are the immediate changes your BSC faces now because of the coronavirus issue?

During the coronavirus crisis in Spring, our organization had to adapt to the requirements from State health authorities and SEB Group in order to ensure employee safety as well as business continuity.

The immediate changes mainly affected social interactions within our premises and our ways of working, as some of the teams were split between locations and some employees have started working remotely. As a result, most of our face-toface business meetings, trainings and other social gatherings were replaced by virtual gatherings. Today the situation in our company, office and teams is stable, and we are managing to perform all the crucial business functions in this new-normal environment well.

2020

Process Automation/RPA – please tell us what your company is doing in this space. What will you be doing in 2020/2021, and what impact do you expect this to have in the next 2-3 years?

As professionals dedicate a big portion of their time to improving processes, more and more of the company’s manual tasks are being automated. Currently existing automation solutions perform over 250 tasks daily, amounting to a 1,5 million tasks in SEB in the first six months of 2020 and allowing faster customer service and higher focus on quality.

The time our colleagues can spend on other more value-creating activities has also opened growth and development opportunities.

Continuing to enhance customer experience through process automation is one of SEB Global Services top priorities for 2020/2021.

Talking about the perspective of the next 2-3 years, we strive to enhance customer value by increasing the pace of digitalization and automation and by extending the use of data and analytics. To further enable continuous learning in this field throughout the organization, SEB launched a digital learning platform, SEB Campus.

Given the shock of events in spring 2020, how are you adjusting your office environment and space requirements?

During the events in Spring, safety and well-being of our team members were our highest priority. We have implemented mea-

Talent and Employment Issues.

Our managers and their teams have shown the ability to adapt, readjust and continue operations steadily despite the turmoil.

This resulted in no major issues when it comes to staffing, hiring and retaining top talent. Not only did we receive a lot of the good feedback for managing this unprecedented crisis from our staff, our pool of candidates for open positions actually has increased due to lay-offs in other business sectors. Despite this time of uncertainty, we continue to grow. When it comes to benefits, we managed to maintain the same pre-crisis level.

In addition, we implemented several important initiatives to support our employees during the pandemic. We introduced psychological helpline to ensure the emotional wellness of our staff in times of uncertainty. We organised educational webinars for exploring how our employees can protect themselves from the virus spread, as well as for exploring economic implications of Covid-19 crisis on local and international economies. We ensured transparent and prompt communication and kept our staff informed about all decisions taken and latest news via weekly newsletter.

2-3 specific bits of advice to other firms keen to optimize their SSC/ BPO operations in CEE. Or advice to a “newcomer” considering setting up in CEE. Dear newcomers, I am sure it will be your own and unique journey, adjusted to the specific of your business needs and the timeframe. Our organisation already has lessons learned in the region and we would be more than happy to share our case studies with you to make your choice and journey a bit easier!

CEE Business Services Directory

sures regarding increased hygiene, cleaning and sanitizing our sites and touchpoints, also split our teams to work between office buildings. To ensure safety, restrictions to move between the offices, floors and areas were also implemented. These precautions remain valid today due to the possibility of the second wave of the coronavirus. Since for the most part we manage to continue our activities safely from the office, no further significant changes in our work environment are expected for the nearest future.

Alesja Kircenko is the Deputy Head of SEB Global Services in Riga since 2017 and she leads team of 700+ professionals. Aļesja has15+ years of banking experience in Baltic and Nordic markets and her main focus is operational excellence, process optimization and change management.

Aļesja is one of the founding members of The Association of Business Service Leaders in Latvia (ABSL Latvia) and represents SEB on the management board of ABSL Latvia.

www.EuropeanBusinessServices.com

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Estonia Tallinn

Estonia ABB Global Business Service center | Business type: Captive | Services Provided: Finance | Global HQ: Switzerland | Full Time Employees – December 2019: 350

BPO Aditro | Business type: BPO | Services Provided: HR | Global HQ: Sweden | Date started in CEE: 2010 | Full Time Employees – December 2019: 75

AGA (Linde Group) | Business type: Captive | Services Provided: Multi-functional | Global HQ: Germany | Full Time Employees – December 2019: 110

BPO Airline Services Estonia | Business type: BPO | Services Provided: Finance | Global HQ: Iceland | Date started in CEE: 2011 | Full Time Employees – December 2019: 50

BPO Arvato Financial Solutions OÜ (Bertlesmann) Tel.: +372 610 03 00 | Business type: BPO | Services Provided: R & D | Global HQ: Germany | Date started in CEE: 2015 | Full Time Employees – December 2019: 90

BPO AS Atea | Business type: BPO | Services Provided: Multi-functional | Global HQ: Norway | Full Time Employees – December 2019: 50

Avon | Business type: Captive | Services Provided: Customer Service | Global HQ: USA | Full Time Employees – December 2019: 10

BPO Baltic Touch | Business type: BPO | Services Provided: Customer Service | Global HQ: Finland | Date started in CEE: 2012 | Full Time Employees – December 2019: 12

Date started in CEE: 1996 | Full Time Employees – December 2019: 31

CEE: 1995 | Full Time Employees – December 2019: 550

BPO CGI Estonia

Ericsson Strategic Sourcing

| Business type: BPO | Services Provided: Multi-functional | Global HQ: Canada | Date started in CEE: 1996 | Full Time Employees – December 2019: 50

| Business type: Captive | Services Provided: Supply Chain | Global HQ: Sweden | Date started in CEE: 1995 | Full Time Employees – December 2019: 25

Circle

EU Lisa

| Business type: Captive | Services Provided: Finance | Global HQ: Canada | Date started in CEE: 2012

| Business type: Captive | Services Provided: IT | Global HQ: Multi-lateral | Full Time Employees – December 2019: 150

BPO CMA CGM / NOL GSSC

BPO Eurocall

| Business type: BPO | Services Provided: Multi-functional | Global HQ: Singapur/ France | Date started in CEE: 2007 | Full Time Employees – December 2019: 400

| Business type: BPO | Services Provided: Customer Service | Global HQ: Estonia | Date started in CEE: 2011 | Full Time Employees – December 2019: 32

Danpower

Finnair Shared Services

Tel.: +372 786 41 52 | Business type: Captive | Services Provided: call center for Statwerker Hannover utilities customers. | Global HQ: Germany | Date started in CEE: 2013 | Full Time Employees – December 2019: 21

Tel.: +372 56 656 706 | Business type: Captive | Services Provided: Multi-functional | Global HQ: Finland | Date started in CEE: 2001 | Full Time Employees – December 2019: 128

Dicro Eesti

| Business type: BPO | Services Provided: Finance | Global HQ: Estonia | Full Time Employees – December 2019: 25

| Business type: Captive | Services Provided: Multi-functional | Global HQ: Finland | Date started in CEE: 2001

BPO Fitek

Eden Springs

BPO Former Arvato Services Estonia OÜ (Bertlesmann)

| Business type: Captive | Services Provided: Customer Service | Global HQ: Sweden | Date started in CEE: 1997 | Full Time Employees – December 2019: 19

| Business type: BPO | Services Provided: Customer Service | Global HQ: Germany | Date started in CEE: 2006 | Full Time Employees – December 2019: 210

Elion Ettevõtted AS (Telia Sonera)

Fortum

| Business type: Captive | Services Provided: Multi-functional | Global HQ: Sweden | Date started in CEE: 1997

Eltel Networks AS

Tel.: +372 682 75 00 | Business type: Captive | Services Provided: Finance | Global HQ: Finland | Date started in CEE: 2006 | Full Time Employees – December 2019: 74

| Business type: Captive | Services Provided: Customer Service | Global HQ: Finland

Fortumo

BPO BancTec

Enics Eesti AS

| Business type: BPO | Services Provided: IT | Global HQ: Sweden | Full Time Employees – December 2019: 34

| Business type: Captive | Services Provided: Finance | Global HQ: Switzerland | Full Time Employees – December 2019: 100

Tel.: +372 682 7500 | Business type: Captive | Services Provided: Multi-functional | Global HQ: Estonia | Date started in CEE: 2007 | Full Time Employees – December 2019: 71

Betgenius

Eqology

Fujitsu Nordic Shared Services

| Business type: Captive | Services Provided: Multi-functional | Global HQ: UK | Full Time Employees – December 2019: 100

| Business type: Captive | Services Provided: Customer Service | Global HQ: Norway | Date started in CEE: 2015

BPO Call Center

Ericsson

| Business type: BPO | Services Provided: Customer Service | Global HQ: Estonia |

| Business type: Captive | Services Provided: R & D | Global HQ: Sweden | Date started in

Tel.: +372 627 2300 | Business type: Captive | Services Provided: Multi-functional | Global HQ: Japan | Full Time Employees – December 2019: 150 | General manager: Susanna Malja, Head of EMEIA Finance Services

2020

Gunvor Global Service Eesti OÜ | Business type: Captive | Services Provided: Multi-functional | Global HQ: Switzerland | Full Time Employees – December 2019: 220

BPO H1 Communication | Business type: BPO | Services Provided: Customer Service | Global HQ: Sweden | Date started in CEE: 2011 | Full Time Employees – December 2019: 23

Hansapost | Business type: Captive | Services Provided: Customer Service | Global HQ: Estonia | Full Time Employees – December 2019: 25

Hurtigruten | Business type: Captive | Services Provided: Multi-functional | Global HQ: Norway | Date started in CEE: 2010 | Full Time Employees – December 2019: 200 | General manager: Katrin Holst, Head of CSC Operations

ICD Industries | Business type: Captive | Services Provided: R & D | Global HQ: Norway | Date started in CEE: 2012 | Full Time Employees – December 2019: 9

BPO InfoOne Finland ja Eastern Eurioe OÜ | Business type: BPO | Services Provided: Customer Service | Global HQ: Sweden | Date started in CEE: 2007 | Full Time Employees – December 2019: 12

BPO Itella Services | Business type: BPO | Services Provided: Customer Service | Global HQ: Finland | Full Time Employees – December 2019: 100

CEE Business Services Directory

Tallinn

Jeldwen | Business type: Captive | Services Provided: Multi-functional | Global HQ: Taani | Full Time Employees – December 2019: 100

BPO KIT Finance | Business type: BPO | Services Provided: Customer Service | Global HQ: Russia | Date started in CEE: 2004 | Full Time Employees – December 2019: 27

Konecranes OÜ Tel.: +372 611 27 95 | Business type: Captive | Services Provided: Multi-functional | Global HQ: Finland | Date started in CEE: 2012 | Full Time Employees – December 2019: 30

www.EuropeanBusinessServices.com

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Manager’s Profile

Col. Jaak Tarien Director of the NATO CCDCOE NATO Cooperative Cyber Defence Centre of Excellence (CCDCOE), Tallinn

Col. Tarien, you have this high-level position in Tallinn since 2018. Someone could think that the NATO CCDCOE is an operational unit, but things are quite different: how did it all start, and what are the main activities of the Centre?

The NATO Cooperative Cyber Defence Centre of Excellence in Tallinn, and the relevance of the cyber domain in our daily lives, have both evolved rapidly in the last ten years.

Estonia proposed to create a cyber defence hub that could be included in the network of NATO’s Centre of Excellence already when it joined NATO, in 2004. At the time, however, the entire topic of cyber attacks on a nation and their connections to NATO were an unexplored area. We could say that nations didn’t take cyber defence seriously enough back then. The first politically motivated cyber attacks on Estonia, in spring 2007, changed the perspective of many countries and of the Alliance – a wave of DDoS attacks on various governmental, media, banking, and other sites, acted as a wake-up call and accelerated the process of establishing the CCDCOE in 2008. In ten years, we have grown from 7 founding members to a 21-nations-strong cyber defence hub with prominent world-known flagships, and several more nations lined up to join our community.

Our core mission and unique role are to foster cooperation among member states and to offer an interdisciplinary approach to the most relevant issues in cyber defence. We conduct research, trainings, and exercises in four core areas – technology, strategy, operations, and law.

We bring together researchers, analysts and trainers from the military, government, academia and industry. As a think-thank-type of organization, our mandate is to come up with new innovative approaches and to raise awareness and share this new knowledge in cutting-edge training and exercises. We’re not to be considered as an operational unit, indeed: we do not defend any networks nor act as a rapid response team when trouble strikes.

Does this change represent a new challenge for you too, in relation to your previous experience in the military and

defence field? What are your goals as a Director of the Centre?

My experience as the Commander of Estonian Air Force has prepared me quite well to work with smart and dedicated people, who are in high demand both in the public and private sector. It is challenging to involve and keep motivated highly qualified cyber experts, but fortunately the unique tasks and projects carried out at CCDCOE have brought together an exceptional team. The demand for high-quality research, training, and exercises based on the most prominent trends in the cyber sphere is growing. My aim at CCDCOE is to continue the good work done over the past years, strengthen ties with the defence industry, and to develop further best practices and tools useful to the militaries of our member nations.

Cyber defence skills should be elementary for military service in all ranks and domains.

The vision is to make the Tallinn CCDCOE one of the main points of reference when it comes to talks about cyber defense and security. What kind of expertise does the Centre already offer to its affiliated Member States?

CCDCOE has earned recognition in the international cyber community with three main flagships. a) We are home to the Tallinn Manual 2.0, the most comprehensive guide for policy advisors and legal experts on how International Law applies to cyber operations carried out between and against states and state actors. It’s invaluable analysis by an international group of renowned scholars published in 2017, and it keeps inspiring

BPO Kontaktikeskus

Kuehne-Nagel

| Business type: BPO | Services Provided: Multi-functional | Global HQ: Estonia | Date started in CEE: 2009 | Full Time Employees – December 2019: 180

Tel.: 327 261 045 67 | Business type: Captive | Services Provided: IT | Global HQ: Germany | Date started in CEE: 2012 | Full Time Employees – December

2020

both academic research and state practice.

The Tallinn Manual process continues with a legal, technical, strategic and operational assessment of cyber scenarios with an aim to publish a practical reference material for Cyber Commands. b) Every spring we organize Locked Shields, an international cyber defense exercise offering complex technical live-fire challenges in the world. The annual sessions enable cyber security experts to enhance their skills in defending national IT systems and critical infrastructure under real-time attacks. The focus is on realistic scenarios, cutting-edge technologies, and simulating the entire complexity of a massive cyber incident – including strategic decision-making, legal and communication aspects. More than 1000 cyber experts from 30 nations took part in Locked Shields 2018, the exercise involves around 4000 virtualized systems and more than 2500 various attacks altogether. c) We organize an annual international conference on Cyber Conflict, addressing the most relevant issues concerning the international cyber defense community. CyCon has become a community-building event for cyber security professionals, adhering to the highest standards of academic research and bringing to Tallinn around 600 decision-makers, opinion-leaders, top military brass, law and technology experts, from the governments, military, academia and industry representatives from about 50 countries.

Notable keynote speakers included: H.E. Kersti Kaljulaid, the President of Estonia; Alex Stamos, Chief Security Officer of Facebook; Dr Antonio Missiroli, NATO Assistant Secretary General on Emerging Security Challenges; Thomas Dullien, Staff Software Engineer at Google Zero, and many others distinguished experts.

In 2019 the 11th CyCon took place in May on the theme “Silent Battle”. And the Army Cyber Institute at West Point organizes CyCon U.S. in Washington D.C., in collaboration with CCDCOE. CyCon U.S. complements and broadens the reach of CyCon by promoting multidisciplinary cyber initiatives and furthering research and cooperation on cyber threats and opportunities.

CEE Business Services Directory

Estonia Tallinn

Col. Jaak Tarien, previously Commander of the Estonian Air Force from August 2012 through July 2018, is the head of the Centre of Excellence in Tallinn. Col. Jaak Tarien explains the duties and action plans of the NATO CCDCOE in providing core, critical expertise and training to Member States and Allies on how to keep our cyber sphere safe.

2019: 275 | General manager: Mart Ambur, Head of IT Centre Tallin/ Member of the Board

BPO Leinonen OÜ | Business type: BPO | Services Provided: Finance | Global HQ: Finland | Full Time Employees – December 2019: 25

www.EuropeanBusinessServices.com

94

Estonia Tallinn

Leonhard Weiss

BPO Parallels Software Estonia

Stoneridge Electronics

Transferwise

| Business type: Captive | Services Provided: Finance | Global HQ: Germany | Date started in CEE: 1996

| Business type: BPO | Services Provided: IT | Global HQ: Russia | Date started in CEE: 2015 | Full Time Employees – December 2019: 30

| Business type: Captive | Services Provided: R & D | Global HQ: USA

Luminor Bank

Perfect Home

| Business type: Captive | Services Provided: Multi-functional | Global HQ: Estonia | Date started in CEE: 2010 | Full Time Employees – December 2019: 950

| Business type: Captive | Services Provided: Finance | Global HQ: Skandinavia | Date started in CEE: 2006 | Full Time Employees – December 2019: 300

| Business type: Captive | Services Provided: Multi-functional | Global HQ: Norway | Date started in CEE: 2013 | Full Time Employees – December 2019: 20

| Business type: Captive | Services Provided: Multi-functional | Global HQ: Finland | Full Time Employees – December 2019: 80

BPO Playtech

| Business type: Captive | Services Provided: IT | Global HQ: USA | Date started in CEE: 2008 | Full Time Employees – December 2019: 60

| Business type: BPO | Services Provided: IT | Global HQ: Israel | Date started in CEE: 2001 | Full Time Employees – December 2019: 519

BPO Müügimeistrite Aktsiaselts

Tel.: +372 650 1060 | Business type: Captive | Services Provided: Multi-functional | Global HQ: Finland | Date started in CEE: 2014 | Full Time Employees – December 2019: 100 | General manager: Nurga Helje, Head of SSC

| Business type: BPO | Services Provided: Customer Service | Global HQ: Finland | Date started in CEE: 1997 | Full Time Employees – December 2019: 198

BPO Myygipartner | Business type: BPO | Services Provided: Customer Service | Global HQ: Estonia | Date started in CEE: 2005 | Full Time Employees – December 2019: 43

NATO Cooperative Cyber Defence Centre of Excellence | Business type: Captive | Services Provided: IT | Global HQ: Multi-lateral | Full Time Employees – December 2019: 50

Nordea | Business type: Captive | Services Provided: Customer Service | Global HQ: Sweden | Date started in CEE: 2014 | Full Time Employees – December 2019: 640

BPO Norstat | Business type: BPO | Services Provided: Customer Service | Global HQ: Norway | Date started in CEE: 2007 | Full Time Employees – December 2019: 35

BPO Opus Capita Competence Centre

Ramirent Shared Service AS

BPO RentalWise

BPO Sutherland Estonia | Business type: BPO | Services Provided: Customer Service | Global HQ: India | Date started in CEE: 2014 | Full Time Employees – December 2019: 118

RTK

Swedbank

| Business type: Captive | Services Provided: Multi-functional | Global HQ: Estonia | Date started in CEE: 2011 | Full Time Employees – December 2019: 900

| Business type: Captive | Services Provided: IT | Global HQ: Sweden

BPO Runway International | Business type: BPO | Services Provided: Customer Service | Global HQ: Norway | Date started in CEE: 2003 | Full Time Employees – December 2019: 121

BPO Samreis | Business type: BPO | Services Provided: Customer Service | Global HQ: Sweden | Date started in CEE: 2004 | Full Time Employees – December 2019: 43

Selver AS

Orkla Accounting Centre

| Business type: BPO | Services Provided: Customer Service | Global HQ: Estonia | Date started in CEE: 2008 | Full Time Employees – December 2019: 4

SSC Orkla Accounting Centre | Business type: SSC | Services Provided: Finance/F&A for 13 Orkla businesses in Norway and Denmark | Global HQ: Norway | Date started in CEE: 2014 | Full Time Employees – December 2019: 60

2020

BPO Sunny Business Services Tel.: +372 684 14 00 | Business type: BPO | Services Provided: Multi-functional | Global HQ: Estonia | Date started in CEE: 1996 | Full Time Employees – December 2019: 2

| Business type: BPO | Services Provided: Customer Service | Global HQ: Switzerland | Date started in CEE: 2014 | Full Time Employees – December 2019: 32

| Business type: BPO | Services Provided: Multi-functional | Global HQ: Finland | Date started in CEE: 1996 | Full Time Employees – December 2019: 220

Tel.: +372 621 90 02 | Business type: Captive | Services Provided: Finance | Global HQ: Norway | Date started in CEE: 2012 | Full Time Employees – December 2019: 30 | General manager: Kristiina Koel, Manager

SSC Stora Enso Tel.: +372 714 00 00 | Business type: SSC | Services Provided: SSC Multi-functional: F&A, IT Services, HR; help desk, IT services, and internal training team. | Global HQ: Sweden | Date started in CEE: 2010

| Business type: Captive | Services Provided: Finance | Global HQ: Estonia

BPO Silentum

Skype Technology (Microsoft) | Business type: Captive | Services Provided: IT | Global HQ: USA | Date started in CEE: 2004 | Full Time Employees – December 2019: 250

BPO Staria OÜ | Business type: BPO | Services Provided: Finance | Global HQ: Finland | Date started in CEE: 2007 | Full Time Employees – December 2019: 5

BPO Tuokko | Business type: BPO | Services Provided: Finance | Global HQ: Finland | Date started in CEE: 1998 | Full Time Employees – December 2019: 16

Unilog Shared Service Centre | Business type: Captive | Services Provided: Multi-functional | Global HQ: Sweden | Date started in CEE: 2006 | Full Time Employees – December 2019: 60

Viking Line Tel.: + 372 666 3966 | Business type: Captive | Services Provided: Customer Service | Global HQ: Finland | Date started in CEE: 1999 | Full Time Employees – December 2019: 70

SSC Symantec Tel.: 372 6 390 800 | Business type: SSC | Services Provided: Captive: software development for US parent | Global HQ: USA

Tallink | Business type: Captive | Services Provided: Customer Service | Global HQ: Estonia

BPO TC Partner | Business type: BPO | Services Provided: Customer Service | Global HQ: Estonia | Date started in CEE: 2002 | Full Time Employees – December 2019: 44

BPO Tieto | Business type: BPO | Services Provided: IT | Global HQ: Finland | Date started in CEE: 2004 | Full Time Employees – December 2019: 39

CEE Business Services Directory

Malwarebytes

Stora Enso

Tootsi turvas (Vapo OY) | Business type: Captive | Services Provided: Finance | Global HQ: Finland | Full Time Employees – December 2019: 3

BPO Transcom Tel.: +372 673 72 00 | Business type: BPO | Services Provided: Customer Service | Global HQ: Sweden | Date started in CEE: 2000 | Full Time Employees – December 2019: 224

95 www.EuropeanBusinessServices.com

Bulgaria Sofia

Bulgaria SSC AES Europe Services EOOD Tel.: +359 2 988 12 75 | Business type: SSC | Services Provided: Financial, accounting and reporting services to core operational businesses of AES in Europe and Asia; Supply Chain Management; IT Business Analysis; Operational IT services; Networks and cyber-security | Global HQ: USA | Date started in CEE: 2013 | Full Time Employees – December 2019: 89 | General manager: Ivan Mihailov Tsankov, Olivier Robert Jean Marquette

BPO Atos IT Solutions and Services EOOD Tel.: + 359 2 402 23 00 | Business type: BPO | Services Provided: Finance, accounting, controlling, supply chain and IT services. | Global HQ: France | Date started in CEE: 2010 | Full Time Employees – December 2019: 216 | General manager: Vladimir Krumov Atanasov, Graeme Randall, Milen Stefanov Marinov

SSC Cargill Bulgaria (Business Services Center) EOOD Tel.: +359 2 446 19 00 | Business type: SSC | Services Provided: Financial services; Global HR Solutions; Transport and Logistics; Strategic sourcing and Procurement | Global HQ: USA | Date started in CEE: 2006 | Full Time Employees – December 2019: 1136 | General manager: Metodi Georgiev Georgiev

SSC Cargill HR Shared Services | Business type: SSC | Services Provided: HR | Global HQ: USA

SSC Cargotec Bulgaria EOOD Tel.: +359 882362297 | Business type: SSC | Services Provided: Global business services in Finance, Human Resources and Indirect Procurement. | Global HQ: Finland | Date started in CEE: 2010 in Poland (2017 in Bulgaria) | Full Time Employees – December 2019: 299 | General manager: Maya Hristova Milanova, Sanni Maarit Kotamäki

SSC Coca-Cola Hellenic Business Services Organization EOOD Tel.: +359 2 92 14 600

2020

| Business type: SSC | Services Provided: Financial, human resources and IT services to other European CocaCola entities. | Global HQ: USA | Date started in CEE: BSC entity since 2011 | Full Time Employees – December 2019: 672 | General manager: Vanya Slavchova Gotseva, Desislava Yordanova Todorova, Desislava Simeonova Strumenlieva, Oya Gür

BPO Hewlett-Packard Global Delivery Bulgaria Center EOOD Tel.: +359 2 969 8952 | Business type: BPO | Services Provided: IT customer support | Global HQ: USA | Date started in CEE: 1991 in Poland and Hungary (1997 in Bulgaria) | Full Time Employees – December 2019: 1290 | General manager: Mario Vladimirov Garbeshkov, Tsveta Savova Kazakova – Hristova

BPO IBM Global Delivery Center Bulgaria EOOD Tel.: +359 2 489 76 00 | Business type: BPO | Services Provided: Customer Relationship Management, Finance & Administration; Solution Design; Transition Management; Procurement Contact Center; Technical support for the different IBM procurement systems; Client Services Procurement; Procurement Sourcing; Consulting Services. | Global HQ: USA | Date started in CEE: 2007 | Full Time Employees – December 2019: 311 | General manager: Galin Ivanov Gerasimov

SSC Ingram Micro GBS EOOD Tel.: +359 2 804 9010 | Business type: SSC | Services Provided: Administrative services; Finance and Accounting; Marketing; Data analysis | Global HQ: USA | Date started in CEE: 2011 in Bulgaria | Full Time Employees – December 2019: 1111 | General manager: Karel Everaet, Kris Mees, Tony McMurray, Jana Vondran

SSC Louis Dreyfus Company Services Bulgaria EOOD Tel.: +359 2 491 94 02 | Business type: SSC | Services Provided: Administrative and financial services to other entities in the Louis Dreyfus group. | Global HQ: Netherlands | Date started in CEE: 2014 | Full Time Employees – December 2019: 160 | General manager: Prateek Bhardwaj

SSC Sandvik-Bulgaria EOOD Tel.: +359 2 970 2525 | Business type: SSC | Services Provided: Financial services; Initial bookkeeping; Process implementation; Process optimization | Global HQ: Sweden | Date started in CEE: 1991 in Bulgaria | Full Time Employees – December 2019: 99 | General manager: Veselin Venelinov Kandarashev, Vladimir Karninchich, Georgi Yotov Menev, Magdalena Nikolova Stefanova

BPO Sutherland Global Services Bulgaria EOOD Tel.: +359 2 892 68 69 | Business type: BPO | Services Provided: Business/Process Consulting / Performance Optimization/ Transformation; Business & Financial Research / Analytics/Analyticsenabled Services; Industry-specific Services/ Finance & Accounting/ HRO; Customer Lifecycle Services/ Technical / Customer Support Services | Global HQ: USA | Date started in CEE: 2008 in Bulgaria | Full Time Employees – December 2019: 2570 | General manager: Ashok Gain, Satish Ramachandran

SSC The World Bank Group | Business type: SSC | Services Provided: Responsible for the World Bank's internal corporate and IT operations; administrative and financial services | Global HQ: USA | Date started in CEE: 2019 – to be launched in July | Full Time Employees – December 2019: 300 – planned by 2024 | General manager: Koen Davidse, Executive Director for Bulgaria

BPO Xerox Business Services Bulgaria EOOD Tel.: +359 2 815 78 55 | Business type: BPO | Services Provided: Internal back-office administrative, accounting and financial services. | Global HQ: USA | Date started in CEE: 2016 | Full Time Employees – December 2019: 422 | General manager: Alan Davis, David Jonathan Hughes, David Nelson Campbell, Emmanuel Jean Bernard Shakhtar

Innotec International AD

Plovdiv BPO 60K | Business type: BPO/ITO

BPO Actsoft | Business type: BPO/ITO

BPO Aii | Business type: BPO/ITO

BPO Angelsoft | Business type: BPO/ITO

BPO ASIC Depot | Business type: BPO/ITO

BPO BankSoft Ltd. | Business type: BPO/ITO

BPO BC Technologies | Business type: BPO/ITO

BPO BGO Software | Business type: BPO/ITO

BPO Bisoft Brosix | Business type: BPO/ITO

BPO Bulanet | Business type: BPO/ITO

BPO Bulkomp Engineering Ltd. | Business type: BPO/ITO

BPO Bulpros | Business type: BPO/ITO

BPO CNsys | Business type: BPO/ITO

CEE Business Services Directory

Sofia

BPO ConsultCommerce Ltd. | Business type: BPO/ITO

BPO Data Pro | Business type: BPO/ITO

BPO DATA+ | Business type: BPO/ITO

BPO DeskGod | Business type: BPO/ITO

BPO Digistore24 | Business type: BPO/ITO

BPO DNH Soft | Business type: BPO/ITO

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Bulgaria Sevlievo

BPO Enigma Software Group

BPO Kodar

BPO SBND Technologies

BPO Unicons

| Business type: BPO/ITO

| Business type: BPO/ITO

| Business type: BPO/ITO

| Business type: BPO/ITO

BPO Epic Devs

BPO Lirex

BPO SBTech Global Limited

BPO Univesal K

| Business type: BPO/ITO

| Business type: BPO/ITO

| Business type: BPO/ITO

| Business type: BPO/ITO

BPO ETN Host

BPO m+w Media Networks

BPO ScaleFocus

BPO Vertinity Ltd

| Business type: BPO/ITO

| Business type: BPO/ITO

| Business type: BPO/ITO

| Business type: BPO/ITO

BPO Euroweb

BPO MentorMate

BPO Seeburger

BPO Viscomp

| Business type: BPO/ITO

| Business type: BPO/ITO

| Business type: BPO/ITO

| Business type: BPO/ITO

BPO FastComet

BPO New Era Ideas

BPO SelMatic Ltd.

BPO Visrez

| Business type: BPO/ITO

| Business type: BPO/ITO

| Business type: BPO/ITO

| Business type: BPO/ITO

BPO Football Radar

BPO Novarto Ltd.

BPO SIBIZ

BPO Wisdom.BG

| Business type: BPO/ITO

| Business type: BPO/ITO

| Business type: BPO/ITO

| Business type: BPO/ITO

Sevlievo

BPO OptiCentre

BPO SIS Technology AD

| Business type: BPO/ITO

| Business type: BPO/ITO

BPO Goodlife Solutions

BPO Orak Engineering

BPO SiteGround

| Business type: BPO/ITO

| Business type: BPO/ITO

| Business type: BPO/ITO | Global HQ: USA

BPO Gv Solutions

BPO PODIX

BPO Speedflow Communications

| Business type: BPO/ITO

| Business type: BPO/ITO

| Business type: BPO/ITO

SSC Ideal Standard International NV | Business type: BSC/SSC/Captive | Services Provided: F&A | Global HQ: Belgium | Date started in CEE: 2011 | Full Time Employees – December 2019: 48 | General manager: Karolina Sredkov, Financial Services Group Director

BPO Heisenberg Online Marketing

BPO Polos Prime Holding JSC

BPO StangaOne1

| Business type: BPO/ITO

| Business type: BPO/ITO

| Business type: BPO/ITO

Varna

BPO Hemisphere Commerce

BPO Programista

BPO Stemo Taros Trade BG

Cargill – Ocean Transportation

| Business type: BPO/ITO

| Business type: BPO/ITO

| Business type: BPO/ITO

| Services Provided: execution of Cargill’s global trade of physical vessel voyages and time charters | Global HQ: USA | Date started in CEE: 2013 | Full Time Employees – December 2019: 30

BPO ICYGEN

BPO PROXIAD

BPO TeleTech

| Business type: BPO/ITO

| Business type: BPO/ITO

| Business type: BPO/ITO

BPO IKOM

BPO Redcorp/Bluecorp

BPO Telus International

| Business type: BPO/ITO

| Business type: BPO/ITO

| Business type: BPO/ITO

BPO Javelin Group/Part of Accenture

BPO Reward Gateway

BPO Triumph Bulgaria

| Business type: BPO/ITO | Global HQ: USA

| Business type: BPO/ITO

| Business type: BPO/ITO

CEE Business Services Directory

BPO GISmo BG Ltd. | Business type: BPO/ITO

97 2020

www.EuropeanBusinessServices.com

Serbia Belgrade

Serbia BPO Biters Service Tel.: 38-111-41-41-142 | Business type: BPO/Call Centre | Global HQ: Italy | Date started in CEE: 2012 | General manager: Milica Savic , Team Leader

BPO Contact service | Business type: BPO/Call Centre

BPO Cubes | Business type: BPO/Call Centre

SSC Etihad Airlines (EAP Shared Services) | Business type: SSC | Global HQ: UAE | Date started in CEE: 2016 | Full Time Employees – December 2019: 450

SSC Euronet

BPO First data

Seavus

BPO Tnation

Tel.: +381-11-20-71-100 | Business type: BPO | Global HQ: USA | Full Time Employees – December 2019: 100 | General manager: Olja Dakic, Managing Director

Tel.: +381 11 2289453 | Business type: Hybrid | Global HQ: Sweden | General manager: Kristina Cvetanov , COO

Tel.: +381 11 6557581 | Business type: BPO | General manager: Sinisa Medic , CTO/Co-owner

BPO Silver Bell Group

Tel.: +381 11 3441705 | Business type: BPO | Global HQ: Italy | Date started in CEE: 2014 | Full Time Employees – December 2019: 250

SSC JTI (Japan Tobacco) | Business type: SSC

SSC Kuehne+Nagel EMEA Shared Services | Business type: SSC | General manager: Radmila Marić, HR Manager

LOUIS BERGER Tel.: +381 11 4040710 | Services Provided: | Global HQ: USA | Date started in CEE: 2017 | General manager: Slav Marjanovic , VP, Eastern Europe

SSC NCR

Tel.: +381-11-308-2300 | Business type: SSC | Global HQ: USA | Date started in CEE: 1995 | Full Time Employees – December 2019: 135 | General manager: Vladan Zivanovic, Country Manager

| Business type: SSC | Global HQ: USA | Date started in CEE: 2016 | Full Time Employees – December 2019: 2700 | General manager: Jelena Vujičić , Global Talent Sourcer

BPO Europ assistance

BPO RHEIN SOLUTIONS DOO

| Business type: BPO/Call Centre | Date started in CEE: 2012 | General manager: Laszlo Kalmar, Head of CEE

Tel.: +381 11 424 0930 | Business type: BPO/Call Centre | General manager: Lars Hopmans , Office Manager

| Business type: BPO/Call Centre | General manager: Marko Dubocanin , Founder, Co-CEO

BPO Transcom

BPO Sitel SBA

BPO Trizma Smart Sourcing

Tel.: +381-11-414-2211 | Business type: BPO | Full Time Employees – December 2019: 900 | General manager: Aleksandra Petrovic , Regional Performance Director Germany & Eastern Europe

Tel.: +381-11-3537-500 | Business type: BPO | Global HQ: Serbia | Date started in CEE: 2002 | Full Time Employees – December 2019: 450 | General manager: Matteo Ferrari , Chief Commercial Officer

SSC SR Technics (HNA Aviation)

Novi Sad

Tel.: +38 111 440 5600 | Business type: SSC | Global HQ: Switzerland | Date started in CEE: 2015 | Full Time Employees – December 2019: 300 | General manager: Žaklina Teofilović , Head of HR

SSC NIS Gazprom Tel.: 381-64-888-6227 | Business type: SSC | Global HQ: Russia | General manager: Goran Lazarevic , Head of Financial Reporting

SSC Telesign Tel.: +381-11-785-7500 | Business type: SSC | Full Time Employees – December 2019: 2013 | General manager: Maja Radovanovic, Operations Manager

CEE Business Services Directory

Belgrade

98 2020

www.EuropeanBusinessServices.com

Moldova Chisinau

Moldova Best4u International | Business type: IT/Digital Services Provider (captive) | Services Provided: IT/ SoftDev/Digital | Date started in CEE: May 1st, 2019 | General manager: Serghei Covali, Chief Executive Officer

Decoreto SRL | Business type: IT/Digital Services Provider (captive) | Services Provided: IT/ SoftDev/Digital | Global HQ: Chisinau, Moldova | Date started in CEE: 2020 | General manager: Victor Condratiuc

SSC EBS Integrator | Business type: BSC/SSC/Captive | Services Provided: IT/SoftDev/Digital, R&D, Business consultancy, Custom Software development and Nearshoring | Global HQ: Chisinau, Republic of Moldova | Date started in CEE: 40188 | General manager: Vitalie Aremescu, Founder

BPO ISD | Business type: BPO or ITO provider (external services) | Services Provided: IT/SoftDev/Digital, R&D | Global HQ: Venray, The Netherlands | Date started in CEE: 17.09.2008 | General manager:

Radu Corlateanu, Managing Director

CEE: 2010 | General manager: MAXIM BURDIEAN, CEO

ISTERUM

PROECOM

| Business type: IT/Digital Services Provider (captive) | Services Provided: IT/ SoftDev/Digital, User Experience Design | Global HQ: Kishinev | Date started in CEE: 2019 | General manager: Arthur, Mr

| Business type: IT/Digital Services Provider (captive) | Services Provided: IT/ SoftDev/Digital | Date started in CEE: 2015 | General manager: IANA GRANICI, CEO

SSC Mind The Value Tech Labs

| Business type: IT/Digital Services Provider (captive) | Services Provided: IT/ SoftDev/Digital | Global HQ: Republic Moldova, Chisinau | Date started in CEE: 2006 | General manager: Nicolenco Lilia, CEO

| Business type: BSC/SSC/Captive | Services Provided: IT/SoftDev/Digital, Business process optimisation, management consulting, decision making consulting, system integration, business process and service outsourcing, data management | Global HQ: Italy | Date started in CEE: 2018 | General manager: Ivanov Lilian

BPO Monsato SA | Business type: BPO or ITO provider (external services) | Services Provided: IT/ SoftDev/Digital, Client S&S, Client S&S, HR | Date started in CEE: 1997 | General manager: Iurii Latii, CEO

MUZIC-ACCES | Business type: IT/Digital Services Provider (captive) | Services Provided: IT/SoftDev/Digital | Date started in

Winner

SC Solutii Informationale SRL

Smart Data Ltd.

Modstud-IT S.R.L. | Business type: IT/Digital Services Provider (captive) | Services Provided: IT/ SoftDev/Digital, R&D, IT Outstaffing & Outsourcing | Global HQ: Chișinău, Republic of Moldova | Date started in CEE: 2018 | General manager: Vasile Crudu, Administrator

Pentalog | Business type: 100+FTEs | Services Provided: IT/SoftDev/Digital, R&D, HR, Software Engineering, Product Development, Talent Recruitment, Digital Marketing, Agility Consulting, and Innovation Financing | Global HQ: France | Date started in CEE: 1999 | General manager: Frédéric Lasnier, Chief Executive Officer

| Business type: IT/Digital Services Provider (captive) | Services Provided: IT/ SoftDev/Digital | Global HQ: Chisinau, Moldova | Date started in CEE: 2013 | General manager: Andrei Martinenco, CEO, Founder and Partner

TRIMARAN S.R.L | Business type: IT/Digital Services Provider (captive) | Services Provided: IT/ SoftDev/Digital | Global HQ: Chisinau, Moldova | Date started in CEE: 2018 | General manager: Sergiu Gafton, CEO

Emerging City of the Year – SEE

Chisinau, Moldova

CEE Business Services Directory

Chisinau

CEE

Business Services Awards

2020

2020

Watch the Winner on YouTube www.EuropeanBusinessServices.com

99

Ukraine Chisinau

Manager’s Profile

results and employee engagement. We have built more than 150 robots for our customers and we have ambitious plans to enhance this, even with the risk that some automation will cannibalize a part of the business.

Olga Surugiu International Operations Director Orange Moldova/Orange Systems, Chisinau, Moldova Parent Company: Orange SA, Paris.

Explain why your company set up operations in CEE. The choice of starting this operation in Chisinau, Moldova was driven by the fact that Orange Group already owned the telecom operator Orange Moldova and was present for some years on the market and thus was knowledgeable about the highly-qualified and engaged people, multi-language skills of the staff, and cultural proximity with its European operations. The key decision factors that influenced this decision were: • Very high service quality • Competitive FTE cost • Highly qualified & engaged labor force • Very close & transparent collaboration with our partners

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• Significant added value delivered through improvements of partners’ processes and pro-active operations • Confidence in data protection • Know-how, experience and cultural proximity What are the immediate changes your BSC faces now because of the coronavirus issue?

Our main change was around the working environment and we needed to adapt very fast to full-time work-from-home policy.

And over the next 1-2 years, what further changes to you foresee? (Do you see any “silver linings” in terms of growth of services, etc.?)

I would say that the current crisis is opening opportunities within the digital area, mainly providing digital solutions to help our customers with their business transformation journeys.

Process Automation/RPA – please tell us what your company is doing in this space. What will you be doing in 2020/2021, and what impact do you expect this to have in the next 2-3 years?

We are not afraid of change, we embrace it with full speed. Starting with 2018 we developed a local excellence center on Robotic Process Automation based on the UiPath solution that helps dramatically improve business

Talent and Employment Issues.

We have an employer branding strategy in place that was adapted as well to the pandemic context. The main adaptation was around the wellbeing program that was tailored to offer support for the employees with regard to its physical and mental health.

2-3 specific bits of advice to other firms keen to optimize their SSC/BPO operations in CEE. Or advice to a “newcomer” considering setting up in CEE. Moldova is still a ‘hidden gem’ in terms of outsourcing. The country offers a great mix of young, skilled and forward thinking young generation with a cultural proximity to Western European culture. Moreover, the creation of the ‘IT park” allows companies to benefit from tax exemptions and to invest further in developing IT products and services.

Give us some specific cost savings tactics of your firm in Q1/Q2 of 2020.

In our case, we have optimized the costs associated with physical presence in offices and the associated benefits, due to work from home policy and we have switched from classroom trainings to online development plans.

I have over 14 years of international experience in the telecommunications sector within the Orange Group, and I am currently leading Orange Systems, the IT hub of Orange Moldova. I am a member of the Executive Committee of Orange Moldova, the biggest telecommunication company in Moldova. I have a background in finance and engineering and I am an EMBA graduate from WU Wien Executive Academy. I am also the Vice President of the Moldovan Association of ICT companies and an Ambassador of the Tech Women community.

CEE Business Services Directory

What is your company doing in CEE? Orange Systems is a nearshore outsource service provider, based in Chisinau, Republic of Moldova that recently marked 10 years of delivering operational excellence to European partners from UK, France, Belgium, Luxembourg, Switzerland and Slovakia.

With team of over 500 employees, we offer a large variety of services: IT services, Finance, Customer Operations & HR, Regulatory & Compliance, with a 99% average SLA maintained throughout the years. Our customers are big telecommunication operators from Western Europe.

Orange Systems is a new recipe of working in IT that thrives on innovation, revolutionizing three main domains: workspace; new ways of learning; and new ways of working. Orange Systems launched an unique IT campus, Orange {kITchen},a fully agile and flexible workspace to encourage collaboration and unleash creativity of its inhabitants. We govern three main Digital Learning projects that aim to teach new skills through innovative models. We develop a local excellence center on Robotic Process Automation that helps dramatically improve business results and employee engagement.

Given the shock of events in spring 2020, how will you adjust your office environment and space requirements?

This topic is still under development, but it is already clear for us that we will need to build more flexibility into working policies as well as define new rules to offer maximum protection measures that are needed to keep our employees safe and healthy.

100 2020

www.EuropeanBusinessServices.com

Ukraine Kyiv

Ukraine Stanislav Udovichenko, Finance Director

SSC Acino Pharmastart | Business type: SSC | Services Provided: F&A | Global HQ: Switzerland | General manager: Oleksandr Yablunovskyi, CFO

Lviv SSC Austrian Airlines

Tel.: 0038(044)4909000, ext. 4653 | Services Provided: | General manager: Vladimir Yumashev, Head of Business Processes & Solutions, Partner

Tel.: +1 310 616 55 85 | Business type: SSC | Services Provided: Сall and Support Center | Global HQ: Austria | Date started in CEE: 2008 | Full Time Employees – December 2019: 150 | General manager: Olha Kupjak, Deputy Head of Customer Service Center Lviv

BPO RunwayBPO

IT Cluster/ Lviv IT

Tel.: 4790846766 | Business type: BPO | Services Provided: Call Center Outsourcing, accounting services, telemarketing, it outsourcing, HR outsourcing, tailor made solutions, back office services, data entry, market surveys. | Global HQ: Norway | Date started in CEE: 2017 | Full Time Employees – December 2019: 150 | General manager: Yuriy Semenov, Managing Director Ukraine

Tel.: 3800300331 | Business type: ITO | Services Provided: Implementation of projects that help to develop the IT industry and promote the image of the city as the city with favorable business development conditions, career development and life conditions is the most important task for the Cluster team. Cluster works in main areas: promotion, education (human capital), infrustructure (quality of life), business suport and development. | Global HQ: Lviv | Date started in CEE: 2012 | Full Time Employees – December 2019: 15 | General manager: Stepan Veselovskyi, CEO

Deloitte

Kharkiv SSC AB InBev | Business type: SSC | Services Provided: F&A | Global HQ: USA | General manager:

Winner

SSC Lufthansa Global Business Services | Business type: SSC | Services Provided: F&A | Global HQ: Germany | General manager: Lyubomyr Zubrytskyy, Service Manager

SSC Nestle Tel.: 41219241111 | Business type: SSC | Services Provided: Payroll, data administration and accounting operations | Global HQ: Switzerland | Date started in CEE: 1994 | Full Time Employees – December 2019: 800 | General manager: Olha Marchuk, Nestlé Public Relations Manager in Ukraine and Moldova

SSC PwC

design | Global HQ: Lviv | Date started in CEE: 1993 | Full Time Employees – December 2019: 5000 | General manager: Taras Kytsmey, CEO

Underdefense | Business type: ITO | General manager: Roman Trukhin, Head of Delivery

SSC Veon Global Services Ukraine Tel.: +31 (0)20 79 77 200 | Business type: SSC | Services Provided: Audit, tax, legal and consulting services | Global HQ: Holland | Date started in CEE: 2016 | Full Time Employees – December 2019: 900 | General manager: Ihor Rudzevych, CEO

Tel.: +44 7803 974 136 | Business type: SSC | Services Provided: F&A for PWC's CEE region | Global HQ: London | Date started in CEE: 1993 | Full Time Employees – December 2019: 350 | General manager: Iryna Maksymenko, Financial Director

BPO Soft Serve Tel.: +380-32-240-9999 | Business type: ITO/BPO | Services Provided: Big Data and AI, devops, consulting, enterprise digital, digital marketing, quality engineering, internet of things, core engineering and experience

Emerging City of the Year – CEE

Lviv, Ukraine

CEE Business Services Directory

Kyiv

CEE

Business Services Awards

2020

2020

Watch the Winner on YouTube www.EuropeanBusinessServices.com

101

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