CEE Shared Services Directory by BiznesPolska/CEE Business Media

1000+ SSCs and BPO centers in CEE

2018 USAâ&#x20AC;&#x201D;Europe

Poland Lithuania

Shared Services Summit & Awards New York 20 June 2018

Latvia Estonia Czechia

Warsaw 31 January 2019

Slovakia Hungary Romania Bulgaria Serbia Ukraine www.CEEOutsourcingAwards.com

CEE Shared Services 2018 & Outsourcing Directory Table of Contents

ISSN 1643-4692

Publisher: CEE Business Media sp. z o.o. ul. Górnośląska 4A, lok 46, 00-444 Warszawa

Connectivity. Education. Languages. Cultural Affinity . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Poland . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Research: Katarzyna Wnuk Ameya Poyraker

Lithuania . . . . . . . . . . . . . . . . . . . . . . . 56

Marketing Executive: Magdalena Jakubowska

Latvia . . . . . . . . . . . . . . . . . . . . . . . . . 63

President: Thom Barnhardt barnhardt@biznespolska.pl mobile: +48-508-143-963

Estonia . . . . . . . . . . . . . . . . . . . . . . . . 67 Czech Republic . . . . . . . . . . . . . . . . . . . . 69

Graphic Design/DTP: sparfianowicz.wordpress.com

Slovakia . . . . . . . . . . . . . . . . . . . . . . . . 76 Hungary . . . . . . . . . . . . . . . . . . . . . . . 80 Romania . . . . . . . . . . . . . . . . . . . . . . . 91 Bulgaria . . . . . . . . . . . . . . . . . . . . . . . 100 Serbia . . . . . . . . . . . . . . . . . . . . . . . . 102 Ukraine . . . . . . . . . . . . . . . . . . . . . . . 104

31 January 2019 Distribution:

BiznesPolska.pl

19 20 31

Ja n

CEE Shared Services & Outsourcing Awards Gala — 1 February 2018

At the 6th annual CEE Shared Services and Outsourcing Awards, held on 1 February 2018 at Warsaw’s Hotel Intercontinental, 26 companies, cities and individuals were distinguished for their exceptional performance. More than 280 guests from 21 countries – including Mayors and Vice-Mayors – attended the Awards Gala and Forum, which singled out Winners from 175 nominations.

Companies that attended included: 4Synchronicity, Acelity SSC Budapest, Hungary, ADAPTIVE Solutions & Advisory Group, Adform Lithuania, AGCO Hungary Ltd., Allianz Technology - Actuarial Support Center, Amer Sports, Atos Poland Global Delivery Center, Avis Budget Group, AXA Assistance Shared Service CentrePrague, Czech Republic, Becton Dickinson EUSSC, Bentley Systems, BP GBS Europe, Budapest, Hungary, BT ROC Hungary, BULPROS (Bulgaria), CBRE Corporate Outsourcing, CenturyLink Poland, Circle K Business Centre, Cisco Global Services Center (Krakow), Cisco Networking Academy, Citi Service Center Poland, CloudAgents, Cognizant Technology Solutions, Coloplast Business Centre, Conduent, Connectis, Covestro Slovakia, Credit Suisse, Danske Bank Global Services Lithuania Vilnius, Lithuani, Deloitte, Dentons Business Services EMEA, Deutsche Telekom Services Europe Czech Republic (Brno), Devire, Diageo Business Services Ltd. Budapest, Eaton Enterprises (Hungary), EPAM Systems (Belarus, Hungary, Poland), Global Hub Europe, RBS Poland, Groupon (Katowice), Groupon Shared Services Poland Sp. z o.o., GSK Tech Poznan - BSC Poznan, Harman (Székesfehérvár), Holcim Business Services, s.r.o, Kosice, Slovakia, IBA Group, IBM Corporation, IBM Hungary ISSC Kft (Global Procurement, innotec International AD (Sofia, Bulgaria), iQor Global Services, JLL, John Deere (Poznan), KMD Poland, Marsh & McLennan Companies CEMEA HRSSC, MMC, Nasdaq Vilnius Services (Vilnius, Lithuania), National Instruments, EMEIA Shared Service Center, NFQ Technologies, Nokia Solutions and Networks, Budapest, Hungary, OKIN BPS, Philips Lighting HR Services Europe(Pila, Poland, Process Solutions, PwC Service Delivery Center, QArea (Ukraine), ROCKWOOL Global Business Service CenterSp. z o.o. (Poznan, Siemens, Sii sp. z.o.o., Skandia Operations Center (Lithuania), SoftServe Poland, SoftServe Poland (Lviv, Ukraine), Soitron Group (Bratislava, Slovakia), Staples Solutions, Gdansk, Stefanini, Symphony Ventures, Tata Consultancy Services Ltd (Budapest), Tata Consultancy Services Ltd. Hungary Branch, Tele2 Shared Service Center, Riga – Latvia, Telia (Vilnius), thyssenkrupp Group Services Gdansk, Tieto Latvia, Western Union Processing Lithuania, Wix.com (Lithuania), Yanfeng Automotive Interiors (Slovakia)

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Best University-Business cooperation of the Year EPAM University Program - Belarus

Emerging City of the Year – CEE Iasi (Romania)

Top CSR initiative of the Year – Poland Cisco Networking Academy

Emerging City of the Year – Poland Lublin

Business Centre Manager of the Top CSR initiative of the Year – CEE Year – BPO CBRE Corporate Outsourcing – Girls make IT happen (Tele 2 Latvia) Barbara Huss General Advisory/Location Business Centre Manager of the Advisory Year – SSC – CEE Deloitte Western Union Processing Top Public Sector Initiative of Lithuania – Saruna Suipis the Year Business Centre Manager of the Invest Lithuania (Vilnius), Ministry Year – SSC – Poland of Economy, President of the PwC Service Delivery Center – Republic of Lithuania Pawel Mleczko Top Recruitment Firm of the Year Top Employer Branding Initiative Hays BT ROC (British Top Robotics/RPA Telecommunications Regional Implementation of the Year Operational Centre) Hungary Western Union Processing BPO firm of the year – CEE Lithuania Cognizant Technology Solutions Most “Dynamically Developing” (Lithuania, Poland) City – CEE Vilnius (Lithuania)

IT Services Firm of the Year – CEE EPAM Systems (Hungary)

Most “Dynamically Developing” City – Poland Tri City (Gdansk, Sopot, Gdynia)

Best new office development for SSC/BPO sectors Nowa Fabryczna (Lodz, Poland)

n Ja

Final Winners 2018:

IT Services Firm of the Year – Poland Sii Most unique services provider – CEE Allianz Technology - Actuarial Support Center (Bucharest, Romania) Most unique services provider – Poland Cisco Global Services Center (Krakow) New-entrant SSC of year Harman (Székesfehérvár, Hungary) Shared Services Firm of the Year – Baltics Danske Bank Global Services Lithuania (GSL) Shared Services Firm of the Year – Poland GSK Tech Poznan - BSC Poznan Shared Services Firm of the Year – CEE Avis Budget Group, Budapest, Hungary

Premier Sponsors:

Associate Sponsors:

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CEE Shared Services Sector – an Overview

Connectivity. Education. Languages. Cultural Affinity. These are just some of the reasons that the Central Eastern

CEE Shared Services and Outsourcing Directory

European region continues to draw investment from the world’s top companies. The growing penetration of high-speed Internet has really opened new possibilities for cities and citizens to tap into the global digital revolution. But the other side of the equation is not at all digital: the rapid expansion of in the CEE region, like Wizzair, has boosted physical mobility and the ability of international investors to set up operations almost anywhere in the region. In this annual business directory CEE Shared Services/Outsourcing Directory (our 9th edition), we have produced – once again - the most-comprehensive listing of companies in the Shared Services sector across the entire region of Central Eastern Europe. From the Baltic Sea to the Black Sea, the Shared

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

help smaller cities boost tax revenues, retain top talent in their city, and drive major investment. The definition of the Shared Services “sector” continues to shift, and may be called “captive operations”, Centres of Excellence, Global Business Services, or something else entirely. New niche

“While RPA may not be the Holy Grail, its promise to automate monotonous and repetitive tasks, and dramatically cut labor costs may be a major factor in boosting productivity at SSCs in CEE”

Services sector continues growing at an approximate 15% annual pace. The region’s largest cities are building new offices in anticipation of even more expansion in this sector. Second-tier and third-tier cities are keenly aware of the appeal of this sector, and its promise to

services stretch the definition, with companies operating in niches such as Actuarial Services, Legal Processes, Engineering and Industrial Design, Graphic Design, Pharmaceutical Research, or Middle-office services for hedge funds.

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Digital services are in huge demand, whether it be Mobile AppDev, software programming, marketing analytics, AI, or BigData. Many of the new Investors are exclusively in these Digital services sectors, as either a Captive or an IT/ Digital Services outsourcing provider. And the CEE region’s beautiful and dynamic cities are attracting large numbers of foreign workers, who are excited to relocate to Budapest, Wroclaw, Vilnius, or Timisoara. This cadre of young international talent makes the region more attractive to global firms, who need a wide-range of languages, and adds to the attraction of working inside an SSC. Process Automation and Robots The adoption of more-advanced process automation software is certainly the biggest factor impacting the sector. While some see it as detrimental to jobs, I believe it will be a saving-grace for employees and the sector. Employees will adapt to new demands, and employers will lead the charge to continually-educate their teams. While still a minority of SSCs in CEE are employing Robotic Process

2018

CEE Shared Services Sector – an Overview

Shared Service Centers (SSC) in Central Eastern Europe (CEE) Estimated FTE’s in 2020

Annual Hires - Attrition

Annual Hires New jobs

SSC Sector Companies

Fortune Global 500

SSCs with 500+ FTE’s

Poland

650

110

245,000

300,000

18.00%

21.00%

38160

22000

Romania

200

121,000

200,000

23.00%

33.00%

25070

22750

Czech Rep.

170

72,000

100,000

15.00%

9750

8750

Hungary

100+

55,000

60,000

15.00%

10.00%

6750

3750

Lithuania

10,000+

15,000

17.00%

Slovakia

22,000

29,000

14.00%

1,188+

181

229

525,000+

704,000

Sum

Attrition level

Sector Growth [CAGR] (2013-2016)

100.00%

Sources: ABSL – Deloitte – Hays, November 2017; PAIZ, SARIO, InvestLithuania

Automation, nearly everyone is keen to learn, explore and test the technology. While RPA may not be the Holy Grail, its promise to automate monotonous and repetitive tasks, and dramatically cut labor costs may be a major factor in boosting productivity at SSCs in CEE – as well as alleviate the intense pressure to hire and retain staff. So keep your eye closely on what appears to be the most important development shaping the Shared Services landscape in the coming years. Methodologies and processes for the Directory Listings In this Directory, we have deliberately avoided the temptation to provide insight into trends in the SSC sector in CEE – there are now ample research reports from advisory firms, associations, recruitment firms, and cities providing excellent, in-depth reports about the sector. This Directory is about the companies – and the top management leading these companies. The core of our effort has been to provide the most-exhaustive listing of companies in the SSC sector in CEE. Our definition of an SSC has evolved over the years and narrowed. While we used to include so-called outsourcing companies, we are now more focused on SSCs, BPO providers, major IT service providers, and R&D centers. We no longer include pure Call Centers or plain-vanilla outsourcing providers. This year, we have more than 1,000 firms listed – and that number may be one of the best guesses of how many “SSCs” operate across the region. (And we’ll continue

2018

to use the SSC abbreviation to include the broader Business Services Sector, Centers of Excellence, Global Business Services,etc.) I’d like to give a big thanks to 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 PAIH, HIPA, CzechInvest, SARIO, Invest Lithuania, LIAA (Latvia), and Inward investment teams from more than 15 cities this year. Also thanks to multiple organizers of SSC conferences across the region, which are invaluable sources of information (ASPIRE, SSON, Flemings, ABSL, Deloitte’s annual SSC conference, the new Ukraine Shared Services

Summit, and our own CEE Shared Services Summit/Awards). I would also like to emphasize our extraordinary distribution of this Directory. We are pleased to have distribution at practically every major event about the CEE shared services sector - more than 12 SSC events in the coming year, including at our 2nd annual USA-Europe Shared Services Summit/Awards 20 June in New York. We are doing our small part to promote the advantages of the sector to both large and mid-market firms across western Europe, USA, and Scandinavia – literally thousands of firms that continue to benefit enormously from the talent in Central Eastern Europe. Thom Barnhardt

CEE Shared Services and Outsourcing Directory

Current FTE’s (2016)

Key Facts • A conservative estimate suggests that between 1 and 1.5 million people work in the export-oriented business services industry in the European Union. (SSC, BPO, IT, R&D). • Most frequently provided services are: IT, Finance/Controlling, Customer Services, Business Support, HR, Logistics and Supply Chain, Treasury. • Most centers in the Central and Eastern European region have a global reach (about 50% in Poland are from US-based firms) and support 20+ languages. • The attractive business environment has attracted the world’s largest companies to the region to establish SSCs (Goldman Sachs, JP Morgan, Morgan Stanley, Credit Suisse, BP, BT, Exxon, GE, Citi, Google, GM, Unilever, Johnson&Johnson, Accenture, Deutsche Telekom, RBS, Barclays, Volvo, SEB, etc.) • The region has driven the sector’s growth in Europe in the last 10 years offering lower labour costs, availability of multi-lingual and highly motivated young talent, cultural proximity, ease of management and improved infrastructure. • As the sector trends move in the direction of higher value added services, the region is increasingly attractive to investors. Many locations have demonstrated proof of concept (Warsaw, Krakow, Budapest, Prague, Bratislava, Bucharest, Vilnius etc.), so decision-makers are increasingly willing to relocate global business services here.

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Poland Warsaw

CEE Shared Services and Outsourcing Directory

BPO Accenture Tel.: 22 349 70 00 | Business type: BPO | Full time employees: 700+ | Services provided: F&A BPO, Marketing BPO, Industry Specific BPO, Application Outsourcing, Infrastructure Outsourcing | Top local manager: Edyta Galaszewska,, SDO Lead

BancTec (SourceHOV) Tel.: + 48 22 461 25 00 | Global HQ: Finland | Business type: Hybrid | Services provided: BPO

BPO ArchiDoc (Grupa OEX)

SSC Biogen

| Date started: 2017 | Business type: SSC | Services provided: | Top local manager: Andrzej Slowikowski, Enterprise IT

BPO Asseco Business Solutions Tel.: 22 702 89 00 | Business type: BPO | Services provided: BPO/ITO | Top local manager: Wojciech Barczentewicz, President of the Board

SSC AstraZeneca Pharma Poland Tel.: 22 874 35 00 | Global HQ: UK | Business type: SSC

BPO Atos Global Delivery Poland Tel.: +48224446500 | Global HQ: France | Date started: 2000 | Business type: BPO | Full time employees: 4614 | Services provided: BPO:IT Services/Software Development, Data Analytics, Customer Support | Top local manager: Matthieu Fersing, Head of Infrastructure and Data Management

SSC Avon Global Shared Services Tel.: 48 22 335 0501 | Global HQ: USA | Date started: 2005 | Business type: SSC | Full time employees: 70+ | 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. | Top local manager: Aleksandra Wysocka, Transformation Manager

SSC Bain & Company (EMEA SSC) | Global HQ: USA | Business type: SSC | Top local manager: Michal Rutkowski, Manager, Regional Finance Operations

SSC BNP Paribas Securities Services Poland

Top local manager: Barbara Huss-Kaniewska, Senior Managing Director

SSC CocaCola Global Poland Services Tel.: 22 112 36 40 | Global HQ: USA | Business type: SSC | Top local manager: Lana Popovic, General Manager

SSC Colgate â&#x20AC;&#x201C; Palmolive Services (Poland)

Tel.: 22 328 21 00 | Global HQ: USA | Business type: SSC | Services provided: F&A, Customer Services, Logistics, Data Management | Top local manager: William Pellicciotti, Center Lead & Finance Director

SSC Bruker Business Support Center

Collabera

Tel.: 48 22 470 72 05 | Date started: 2017 | Business type: SSC | Top local manager: Aleksandra Stalega, Director

SSC Cargill HR Shared Services Tel.: +48 22 546 01 00 | Global HQ: USA | Business type: SSC | Services provided: HR | Top local manager: Katarzyna Wieczorek, EMEA HR Migration Lead

SSC Carlson Wagonlit Travel | Business type: SSC | Services provided: SSC | Top local manager: Agnieszka Kowal-Fuchs , EMEA HRSC Director

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SSC Coty Poland eMail: renata_sieczka@cotyinc.com | Business type: SSC/BSC | Services provided: Finance/ Accounting | Top local manager: Roland Pac, SSC Director | Top HR Manager: Renata Sieczka, HR Business Partner

SSC CREDIT SUISSE (Poland) (Center of Excellence) | Date started: 2015 | Business type: SSC | Full time employees: 400+ | Services provided: 2nd CS office after Wroclaw. F&A, HR, Procurement, Customer Service, Financial Services, Knowledge Process Outsourcing, IT Support, Reporting, Design & Publishing Services | Top local manager: Aneta Kocemba-Muchowicz , Head of CS Warsaw

Danfoss | Date started: 2017?

2018

2nd annual

SSC Charity Beach Volleyball Tournament 23 August 2018 Monta Beach Volley Club, Warsaw Charities Supported

Companies Supporting

Poland

• Limited to 16 teams of 6 players each. • Companies competing must be Business Services ﬁrms (COE, SSC, GBS, BPO, ITOs) operating in Poland. • Prizes for 1st, 2nd and 3rd place winners: Trophies and 15,000pln cash donations to your Charities. Contact for more details: Danuta@biznespolska.pl Organizers USA—Europe Shared Services Summit & Awards

www.SscVolleyball.pl

Poland Warsaw

SSC Danone IT Competency Center EMEA

FOSS Service Center

JP Morgan

Tel.: 22 860 8484 | Business type: SSC | Services provided: SSC: IT | Top local manager: Magda Dybska-Tabor, HR Director Poland&Baltics at DANONE

| Top local manager: Grzegorz Jedynak, Site Manager

| Global HQ: USA | Date started: 2017 | Business type: CoE/GBS | Top local manager: Slawomir Soszynski, Director

CEE Shared Services and Outsourcing Directory

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

Devire Tel.: +48 513908212 | Date started: 2001 | Services provided: HR | Additional services provided from CEE: IT Outsourcing Recruitment Temporary Work Employer Branding | Top local manager: Michał Młynarczyk, Managing Director

Diebold Nixdorf Global Deliver Center EMEA

Grant Thornton FPA Outsourcing Tel.: 22 205 48 00 | Business type: Hybrid | Top local manager: Monika Smulewicz, Managing director

SSC Linklaters Poland Tel.: +48 22 526 2601 | Global HQ: UK | Date started: 2014 | Business type: SSC | Full time employees: 10+ | Services provided: Legal, F&A, Data Analytics/Management, Customer Support/ Call Centre/Telemarketing, Legal Services | Top local manager: Malgorzata Stachowicz, Head of Shared Services Centre

BPO Lionbridge Poland Tel.: +48 22 397 00 21 | Date started: 1990 | Business type: BPO | Full time employees: 665 | Services provided: IT Services/Software Development, Data Analytics/Management, R&D | Top local manager: Jacek Stryczynski, Country Head, GDC Poland & Slovakia

Malteurop

| Services provided: SSC

Groupon

SSC Marsh & McLennan - HR Shared Service Center

| Top local manager: Tomasz Troszczynski, Warsaw SSC Site Manager

| Business type: SSC | Services provided: SSC: HR

Grupa OEX

BPO Mellon Poland

SSC DLA Piper Global Service Center

GSK

| Top local manager: Anita Rogalska, HR Country Head

Mercer

| Top local manager: Janusz Dziurzyński

Hitachi Vantara

Tel.: 22 456 40 20 | Business type: Hybrid | Services provided: SSC | Top local manager: Malwina Raducka-Sakwerda, Analytical Support Team Manager – Europe, MEA & LATAM

DSV ISSC

| Top local manager: Marzena Kaczmarkiewicz, Service Delivery Director

| Top local manager: Waldemar Nowak, CFO & Head of Process Automation

HL Tech

SSC Mettler-Toledo

SSC Elekta

| Services provided: SSC: IT/SoftDev | Top local manager: Matt Bonetti, GM

Tel.: 22 440 67 00 | Global HQ: Switzerland | Business type: SSC | Services provided: SSC: F&A | Top local manager: Malgorzata Awdziejczyk, Head Shared Business Center

| Date started: 2017 | Business type: SSC | Full time employees: 130 | Services provided: SSC: F&A, HR, IT and Marketing

BPO IT Kontrakt

EY GDS

| Business type: BPO:IT | Top local manager: Wojciech Mach, Co-CEO

| Business type BPO | Services provided: BPO

SSC First Data Polska

SSC Franke Polska ESSC eMail: tomaszjacek.makowski@franke.com www.franke.com | Global HQ: Aarburg, Switzerland | Date started: 2012 | Business type: SSC/BSC | Full time employees: 60 and 75 | Services provided: Finance/Accounting | Additional services provided from CEE: Logistics Inventory Management Master Data Management Sales Support IT | Languages spoken: English, Polish | Geographical scope: Europe, Globally | Top local manager: Tomasz Makowski, ESSC Manager | Top HR Manager: Anna Klus, HR Manager ESSC

| Business type: SSC | Full time employees: 180 | Services provided: SSC: Card Transactions | Top local manager: Izabela Wysocka-Mazur, Office Manager

SSC MoneyGram International Tel.: +22 377 20 10 eMail: warsawmgicommunication@moneygram.com

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2018

Warsaw Poland

Manager’s Profile

within your organization brings long term stability and continuous improvement.

Szymon Stadnik

Your company’s operations in CEE? FRISTA is a fast-growing Swiss outsourcing service provider. Its highly skilled and motivated teams add value to global clients by providing comprehensive services in the area of F&A, IT and Maintenance Help Desk, Omni Channel Support, Architectural Planning, as well as SAP Operations and Consultancy. FRISTA delivers innovative support by mixing technology with industry-best practices, solution-and-customer-oriented approach and flexibility. Currently FRISTA serves 20 business entities which operate in 30 countries. Over 100 highly motivated, talented employees deliver high-quality service in 7 languages. Explain why your company set up operations here, and any specific factors that influenced the company’s decision: FRISTA set up its operations in Warsaw due to extensive and cost competitive talent pool. Customers require agility and end to end service. We offer a broad portfolio of complementary services (for example SAP team supports Finance and Accounting departments). Warsaw provides the best offer in terms of availability of talented and experienced professionals in all fields. Recruitment for specialized professional and entry level positions can be faster than in other locations. How will your operations develop in the next 2-3 years? Since 2016 we are growing fast and we are adding new and more complex services to our portfolio. Currently FRISTA is building an e-commerce competence center which will offer full omni-channel support together with our Customer Service and IT Help Desk teams. We want to grow fast in upcoming years and onboard new international clients.

http://corporate.moneygram.com/ | Global HQ: Dallas, TX, the U.S. | Date started: 2015 | Business type: SSC/BSC | Services provided: Client Contacts/Services | Additional services provided from CEE: 46 business functions including Global Operations, Finance, IT, Human Resources, Compliance and Global Due Dilligence, Legal, Sales and Marketing, Communications, Creative Services, Facilities. | Languages spoken: 57 languages including Arabic, Bulgarian, English, French, German, Greek, Hindi, Hungarian, Italian, Korean, Mandarin-Chinese, Polish, Portuguese, Punjabi, Romanian, Russian, Serbian, Spanish, Swahili, Swedish, Turkish,

2018

RPA and Process Automation – please tell us what your company is doing in this space. FRISTA developed automation framework which enables us to have governance over automation initiatives. We use RPA for automation. We also enable our employees to automatize processes using standard VBA. Parallel to automation we focus on process standardization using LEAN optimization techniques. We believe that key success factor in optimization agenda is engagement and motivation of the whole team. 3 specific bits of advice to other firms considering setting up in CEE. We suggest to start small operations at the beginning, learn the job market and then expand nearshoring operations to utilize fully its potential. Instead of setting up your own SSC, we suggest to use BPO provider who can guide you in the nearshoring in Eastern Europe. Strategic Lean methodology can bring great benefits from the beginning and can provide a framework for sustainable process optimizations. Finding and investing in talents who want to grow

Ukrainian, Urdu or Vietnamese. | Primary sector(s): Payments, Financial Sector | Geographical scope: global | Top CEE Manager: Zbigniew Furmańczak, head of key partnerships, Emerging Europe | Top local manager: Joanna Romańczuk, head of revenue operations and Global Business Center | Top HR Manager: Anna Żołnierzak, regional HR director

BPO OEX Tel.: +48 22 395 61 33 eMail: sekretariat.zarzad@oex.pl WWW.OEX.PL

Biggest surprises (positive and negative) about operating an SSC centre in CEE. We were positively surprised that we were able to find all specialists for all technologies and in all fields we were looking for, no matter how complex or scare the competences were in Western Europe job market. Specific cost savings that your firm has achieved. FRISTA offers its customers cost reduction at the level of 25-50% in comparison to costs in Western Europe, depending on the process. FRISTA uses various LEAN and automation tools to constantly boost efficiency of its operations while maintaining customer satisfaction at the center. We consult our clients to allocate the saving not only into improving their short term profitability but also in investing them in upgrading their head office competences to become more agile and to be able to allocate more time into strategic projects.

Szymon leads the international BPO center in Warsaw. He created the new Shared Service Center for Tally Weijl group in Warsaw. He has many years of experience in the role of CFO for Eastern Europe. He started his career as analyst in Unilever group and then worked for 5 years in KPMG as auditor. He is a Polish Chartered Accountant and ACCA Affiliate.

| Global HQ: Warsaw, Poland | Business type: BPO | Full time employees: 1700 | Services provided: Client Contacts/ Services | Additional services provided from CEE: Back office and customer service sale support end2end solutions for e-commerce retail sale network managment | Languages spoken: PL, EN, GE | Other CEE locations: Chorzów, Łódź, Wrocław, Lublin | Primary sector(s): Business services | Geographical scope: Poland, Europe | Top local manager: Jerzy Motz, CEO | Top HR Manager: Agnieszka Bulik, HR DIRECTOR

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CEE Shared Services and Outsourcing Directory

Employee Issues – and what are the employment challenges in the coming years. We currently have over 100 brilliant professionals. All our employees have university education or are currently studying. All speak English and most of them speak other foreign languages. We are expanding our operations both in transactional processes and more complex value added activities. We observe that Polish job market offers even more senior professionals with scare competencies in back office functions each year.

Director of Business Service Center FRISTA, Warsaw Parent company: FRISTA RETAIL AG, Engelberg, Switzerland

Poland Warsaw

Oliver Wyman | Top local manager: Ewa Sinicka-Plech, Human Capital Manager

SSC Pandora Jewelry Shared Services

CEE Shared Services and Outsourcing Directory

SSC PGNiG Serwis Tel.: (22) 587 50 35 | Business type: SSC | Services provided: SSC for this statecontrolled energy group | Top local manager: Jacek Ziebacz, President of the Board

Pro People (Grupa OEX) BPO Process Solutions Tel.: 22 630 86 00 | Date started: 2007 | Business type: BPO | Full time employees: 22 | Services provided: BPO: Bookkeeping and Tax Compliance, Statutory and International Reporting, Payroll, Shared service centre support, Interim CFO, Chief Accountant and Loan Staff | Top local manager: Steven Foster, Country Director

RR Donnelley Polska Tel.: +48 22 820 93 00 | Date started: 1994 | Services provided: IT/Digital Services | Additional services provided from CEE: Document Management; Visual Servicesl Graphic Design; Print Management Services IT Operations) | Top local manager: Jacek Nosal, Managing Director

RRD Polska

Saint Gobain

Sopra Steria

SSC Samsung Electronics Poland

| Services provided: BPO: IT | Top local manager: Marek Andrzejuk , Operations Director

| Global HQ: Korea | Business type: SSC | Full time employees: 200 | Services provided: Software development for ICT& TV SAT

SSC Schneider Electric - EMEA Finance Shared Services Tel.: +48 (22) 3145519 | Global HQ: Germany | Business type: SSC | Services provided: F&A | Top local manager: Philip Woodburn, VP Finance Global Shared Services and Operations

Siemens

Randstad Payroll Solutons

Sii Poland

Tel.: +48 512 352 179 | Business type: Hybrid | Full time employees: 120 | 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. | Top local manager: Katarzyna Plucinska, Managing Director

Tel.: +48 22 486 37 37 eMail: contact@pl.sii.eu https://sii.pl/en/ | Global HQ: Warszawa, Poland | Date started: 2006 | Business type: ITO | Services provided: IT/Digital Services | Additional services provided from CEE: Industrial Engineering (Mechanical, Electrical, Embedded) | Languages spoken: Polish, English, French, German | Other CEE locations: Kraków, Poznań, Gdańsk, Katowice, Rzeszów, Lublin, Łódź, Wrocław | Geographical scope: Worldwide (i.a Western Europe, Nordic Countries, USA, Canada, Japan) | Other comments: The scope of services provided by Sii includes: • Application Development & Maintenance • Digital

SSC SIX Payment Services (Europe)

| Top local manager: Joanna Dragun, Head of HR & Nearshore Operations

Tel.: +48 (22) 582 42 28 | Business type: SSC | Services provided: SSC

SSC Procter&Gamble Global Business Services

Services • Testing • Dynamics AX • Dynamics CRM • Dynamics 365 • Embedded Engineering • Mechanical Engineering • Electrical Engineering • IT Infrastructure • Service Desk • Office 365 • SAP • SalesForce • Business Intelligence • BPO • Legacy Systems • Training; Current number of employees: 3400 | Top local manager: Gregoire Nitot, Chief Executive Officer | Other manager(s): Ryszard Pytko, Chief Commercial Officer | Top HR Manager: Joanna Kucharska, Chief Human Resources Officer

Tel.: +48 22 457 75 20 | Business type: SSC | Top local manager: Kamila Kujawa , Head, Financial Reporting & Accounting

Tel.: 4822870 90 00 eMail: siemens.pl@siemens.com www.siemens.com | Global HQ: Germanyh | Business type: Hybrid | Full time employees: 250-350 | Services provided: Others | Additional services provided from CEE: Customer Service, Logistics, Order Management, Controlling, Purchasing (Business Service Center), Engineering and system maintenance support (Engineering Hub) | Languages spoken: Polish, Norwegian, German, Turkish, English, Swedish, French, Finnish, Dutsch | Other CEE locations: Zgorzelec, Wrocław, Elbląg | Geographical scope: Europe | Top local manager: Piotr Pawłowski, Head of Shared Service Center

SSC PZU Centrum Operacji

Supply Chain | Top local manager: Neil Walker, Head of Global Hub Europe

www.ceeOutsourcingAwards.com

SSC Stanley Black & Decker Tel.: +48 22 46 42 700 | Global HQ: USA | Business type: SSC | Services provided: F&A,IT | Top local manager: Jacek Bialas, EMEA Business Services Director

Teleperformance Polska Tel.: +48 224687000 | Date started: 1997 | Services provided: Client Contacts/ Services | Top local manager: Mariusz Odkała, Chief Executive Officer

BPO TMF Group Tel.: (22) 456 42 00 | Date started: 1995 | Business type: BPO | Full time employees: over 300 | 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 network of partners | Top local manager: Patrycja Strzelecka, Managing Director

SSC Velux Global Business Services Tel.: +48 22 33 77 000 | Business type: SSC | Services provided: SSC | Top local manager: Jaroslaw Wojnarowski, Director, Global Front Office

Voice Contact Center (Grupa OEX) BPO Wipro IT Services Poland Tel.: 22 211 06 16

2018

Białystok Poland

Bielsko-Biała

SSC Avio

SSC Zoetis Polska

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

Asseco Data System

Białystok

| Global HQ: Polska | Business type: ITO | Services provided: IT

SSC Centrum Finansowo – Księgowe Grupy Żywiec Tel.: 33 826 20 00 | Business type: SSC | Full time employees: 154 | Services provided: F&A

BIT Bialystok Branch

SSC Cooper Standard Automotive Polska

Tel.: 85 875 11 00 | Date started: 2010 | Business type: Hybrid | Services provided: IT | Top local manager: Zdzislaw Karwowski, Chairman

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

Quburst Poland

| Business type: SSC | Full time employees: 100

SSC EnerSys

| Date started: 2011 | Business type: Hybrid | Services provided: IT,BPO | Top local manager: Karol Przybyszewski, Chairman

SMT Softaware Białystok Branch Tel.: +48 71 769 59 00 | Date started: 2000 | Business type: Hybrid | Services provided: IT

BPO Transcom Worldwide Poland | Business type: BPO | Full time employees: 55 | Services provided: Bialystok is a customer service centre with plans to grow to 250 employees. Transcom provides CRM services for both Polish and foreign companies from automotive, telecommunication, finance and e-commerce sectors. | Top local manager: Marek Szul, MD

SSC Fiat Services Polska

SSC Bank Pocztowy - Centrum Operacyjne

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

BPO Universal Agent – Grupa DataContact | Business type: BPO

Borek Strzeliński International Deco Logistics Tel.: 71 392 76 10 | Global HQ: Poland | Business type: Hybrid | Top local manager: Alex Frank Flamant, Prezes Zarz?du

BPO Bibby Financial Services

Bydgoszcz

Tel.: 52 582 22 23 | Date started: 2012 | Business type: BPO | Full time employees: 10 | Services provided: F&A

Alcatel – Lucent Polska Tel.: 52 349 10 00

Winner

CEE Shared Services and Outsourcing Directory

Tel.: 48 22 223 46 00 | Business type: SSC | Top local manager: Rohit Dhir, Europe Shared Service Center Director

General Advisory/Location Advisory

Deloitte

CEE

• 15 publicly-announced client location decisions in last 18 months.

Shared Services and Outsourcing Awards

2018

13 www.ceeOutsourcingAwards.com

Poland Bydgoszcz

Bonair

Eximo Project

Macrologic

| Global HQ: Polska | Business type: ITO | Services provided: IT

| Global HQ: Polska | Business type: ITO | Services provided: IT | Top local manager: Marcin Chlebowski,

| Global HQ: Polska | Business type: ITO | Services provided: IT

SSC Frosta

Business Consulting Center/SNP Poland | Global HQ: Niemcy | Business type: ITO | Services provided: IT

BPO Centrum Obslugi Biznesu Tel.: 51 919 79 90 | Business type: BPO | Full time employees: 100 | Services provided: Call centre | Top local manager: Daniel Kubiak

Cognifide | Global HQ: Wielka Brytania | Business type: ITO | Services provided: IT | Top local manager: Magdalena Owsiana,

CEE Shared Services and Outsourcing Directory

Cybercom | Global HQ: Szwecja | Business type: ITO | Services provided: IT | Top local manager: Tomasz Woropaj,

BPO Mobica Limited

| Global HQ: Niemcy | Business type: SSC | Services provided: F&A

Galactica | Global HQ: Polska | Business type: ITO | Services provided: IT

MSG Media

Genesys Telecommunications Laboratories

| Global HQ: Polska | Business type: ITO | Services provided: IT | Top local manager: Marek Kantowicz,

Tel.: 52 510 54 00 | Business type: Hybrid | Full time employees: 80 | Services provided: IT | Top local manager: Bozena Chmielarczyk, CEO

Ericsson | Global HQ: Szwecja | Business type: ITO | Services provided: IT

| Global HQ: Finland | Business type: ITO | Services provided: IT

iQor

SSC Oponeo

| Global HQ: USA | Business type: ITO | Services provided: IT | Top local manager: Jakub Tomczewski,

Tel.: 801 114 343 | Global HQ: Poland | Business type: SSC | Services provided: Call Centre | Top local manager: Monika Siarkowska, PR & IR MANAGER

SSC Jabil Global Services Poland Tel.: 52 525 90 00 | Business type: SSC | Services provided: IT | Top local manager: Boguslaw Kardas, President of the Board

BPO Livingston Poland

Eniro Polska

Nokia Corporation

OPTIMO-INVEST Tel.: 695872000 | Global HQ: Poland | Business type: Hybrid

SSC PEKAO SA – Kujawsko-Pomorskie Regionalne Centrum Korporacyjne Tel.: 52 325 42 22 | Business type: SSC | Services provided: Finance

SSC Logon

SSC PGE Systemy

Tel.: 52 326 00 00 | Business type: SSC | Services provided: IT | Top local manager: Justyna Rakoczy, HR Manager

| Global HQ: Poland | Business type: SSC | Services provided: IT

Winner

Business Centre Manager of the Year – BPO

CBRE Corporate Outsourcing – Barbara Huss

CEE

Shared Services and Outsourcing Awards

• 8 years at CBRE CO. • Led FTE growth to 845 (from 575 two years ago) • recognises and rewards great work

2018

www.ceeOutsourcingAwards.com

2018

Chorzów Poland

SSC PKP Cargo – Centralne Biuro Rozrachunków

Syneo

| Global HQ: Poland | Business type: SSC | Services provided: F&A

| Global HQ: Polska | Business type: ITO | Services provided: IT | Top local manager: Karol Chęciński,

Postdata

T Komp

| Global HQ: Poland | Business type: ITO | Services provided: IT

| Global HQ: Polska | Business type: ITO | Services provided: IT | Top local manager: Tomasz Kruszewski,

SSC PZU

BPO TEL-DAT

Tel.: 52 308 20 14 | Global HQ: Poland | Business type: SSC | Services provided: SSC, F&A

Tel.: 52 341 97 00 | Date started: 1996 | Business type: BPO | Services provided: IT

QuadGraphics

BPO Teleplan Polska

| Global HQ: USA | Business type: ITO | Services provided: IT | Top local manager: Dominik Cygan,

Częstochowa

Terra Computer | Global HQ: Germany | Business type: ITO | Services provided: IT

| Global HQ: Polska | Business type: ITO | Services provided: IT | Top local manager: Michał Kierul,

| Global HQ: Czech | Business type: BPO | Services provided: Call Centre

| Global HQ: Polska | Business type: ITO | Services provided: IT

BPO BSS Polska

SuperControl

| Business type: BPO | Top local manager: Karol Ptasznik, President of the Board

Chorzów

| Global HQ: UK | Business type: ITO | Services provided: IT

Winner

Czosnów | Services provided: SSC | Top local manager: Andzelika Zarudzka , Head of SSC

Soudal

UniDOC

BPO Sunrise System

Elopak

BPO Unicall

Soft Blue

BPO Contact Center | Date started: 1999 | Business type: BPO | Full time employees: In Poland: 5915 | Services provided: Telesales, sales support, databases, call centre, debt recovery, marketing research, office services, voice recordings, business consultancy, handling overflow traffic, contact centre virtualisation | Top local manager: Jakub Kłoczewiak, President of the Management Board

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

Business Centre Manager of the Year – SSC – Poland

CEE Shared Services and Outsourcing Directory

Ciechanów

PwC Service Delivery Center – Pawel Mleczko

CEE

Shared Services and Outsourcing Awards

• Largest delivery center in EMEA region and PwC’s largest office in CEE. • Headcount growing at 30% - 40% p.a. to current 1700 +

2018

15 www.ceeOutsourcingAwards.com

Poland Elbląg

manager: Edwin Bennaars, Head of Shared Services Centre Europe

Atos Polska | Global HQ: FR | Date started: 2011 | Business type: IT

SSC DHL Logistic

BPO Alexander Mann Solutions

BPO Ausy

| Business type: SSC | Full time employees: More than 200 | Services provided: Logistic Outsourcing

| Global HQ: UK | Date started: 2015 | Business type: BPO

Amazon Development Center

BPO Wipro

| Global HQ: US | Date started: 2012 | Business type: R&D

| Business type: BPO | Full time employees: 140 | Services provided: Finance, Accounting Outsourcing | Top local manager: T K Kurien, CEO & Member of the Board, Wipro Ltd.

SSC APL Poland

BPO Best | Business type: BPO/Call Center

Avaus Marketing Innovations Poland | Global HQ: FIN | Date started: 2015 | Business type: IT

| Global HQ: SG | Date started: 2015 | Business type: SSC

SSC Arla Global Financial Service Centre

Elbląg CEE Shared Services and Outsourcing Directory

SSC AirHelp Poland | Global HQ: US | Date started: 2013 | Business type: SSC

SSC Arrow Electronics | Global HQ: US | Date started: 2017 | Business type: SSC | Top local manager: Tomasz Bortlisz, GM

Aspire Systems (former Goyello)

SSC Bank BPH/GE Capital | Date started: 1997 | Business type: SSC | Full time employees: 2900 | Services provided: Finance

Banqsoft | Global HQ: Norway | Date started: 2014 | Business type: IT

| Global HQ: NL | Date started: 2006 | Business type: IT

BPO Aspire Systems (Goyello)

Benetel | Global HQ: IE | Date started: 2017 | Business type: R&D

Tel.: 58 732 77 71 | Global HQ: India | Business type: BPO | Services provided: IT services | Top local manager: Peter Horsten, Founder

| Global HQ: PL | Date started: 1994 | Business type: BPO

BPO Asseco Data Systems

Blue Media

| Date started: 1991 | Business type: BPO | Full time employees: 1000 | Services provided: IT services

| Global HQ: PL | Date started: 1999 | Business type: IT

Atena Usługi Informatyczne i Finansowe | Global HQ: PL | Date started: 1991 | Business type: IT

Winner

BPO BEST

BPH | Global HQ: US | Date started: 2013 | Business type: Operations

Most “Dynamically Developing” City – Poland

Tri City (Gdansk, Sopot, Gdynia) • 715 FTEs new in 2017. • 5 new entries/officially announced in 2017

CEE

Shared Services and Outsourcing Awards

2018

www.ceeOutsourcingAwards.com

2018

Poland Gdańsk/Gdynia

BPO Call Center Inter Galactica | Global HQ: PL | Date started: 2014 | Business type: BPO

BPO CCC – Competence Call Center

CEE Shared Services and Outsourcing Directory

| Global HQ: PL | Date started: 2005 | Business type: BPO

SSC Ergo Hestia (Call Center)

| Global HQ: PL | Date started: 2017 | Business type: SSC

SSC HMS Assistance

| Global HQ: GER | Date started: 1998 | Business type: SSC

Eurofins Digital Testing

Holte Software | Global HQ: NO | Date started: 2012 | Business type: IT

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

Humax

Ciklum

Evatic

| Global HQ: DK | Date started: 2015 | Business type: IT | Top local manager: Yana Shaydyuk, Operational Director.

| Global HQ: NO | Date started: 2012 | Business type: IT

| Date started: 2005 | Business type: Hybrid | Full time employees: 10 | Services provided: R&D

BPO Cognizant Technology Solutions

SSC Federal Mogul

IHS Markit

| Global HQ: US | Date started: 2016 | Business type: SSC

| Global HQ: US | Date started: 1997 | Business type: IT

Finastra (former Misys)

In4mo

| Global HQ: UK | Date started: 2012 | Business type: IT

| Global HQ: FIN | Date started: 2017 | Business type: R&D

Fineos Software Service Centre

Infotjenester

| Global HQ: NO | Date started: 2016 | Business type: IT

Tel.: 58 585 20 00 | Global HQ: USA | Business type: BPO | Services provided: provider of consulting, information technology and business process services. | Top local manager: Iwona Wodkiewicz, Marek Pezacki

Comarch | Global HQ: PL | Date started: 2014 | Business type: IT

DGC Polska | Global HQ: SE | Date started: 2016 | Business type: IT

BPO Dom Finansowy QS | Global HQ: FR | Date started: 2012 | Business type: BPO

Dynatrace Polska

Eaton Electric

Intitek | Global HQ: FR | Date started: 2014 | Business type: IT | Services provided: ITO and IT testing

Itmagination | Global HQ: PL | Date started: 2017 | Business type: R&D

SSC Jeppesen by Boeing

| Global HQ: PL | Date started: 2015 | Business type: SSC

| Global HQ: US | Date started: 1998 | Business type: IT

SSC Gdańsk UM - obsługa finansowa

| Global HQ: US | Date started: 2005 | Business type: R&D

SSC Geoban

JIT solutions | Global HQ: PL | Date started: 2010 | Business type: IT

| Global HQ: SE | Date started: 2016 | Business type: SSC

| Global HQ: ES | Date started: 2008 | Business type: SSC | Top local manager: Dariusz Bazeli

SSC Energa Centrum Usług Wspólnych

Get Response

Tel.: +48 58 771 86 01 | Date started: 2011 | Business type: SSC | Full time employees: 330 | Services provided: SSC for this government-controlled energy company, serving 8500 employees and 7 subsidaries: F&A, HR, Procurement | Top local manager: Grzegorz Radwanski, Prezes Zarz?du

| Global HQ: PL | Date started: 2004 | Business type: IT

SSC Eltel Networks Polska

Ensono | Global HQ: US | Date started: 2017 | Business type: IT

BPO EPAM Systems (Poland)

BPO HK Finance

Software Engineering. Offices in Poland in Gdansk and Krakow. | Top local manager: Michał Lisiecki, Poland Country Manager at EPAM Systems

Gibbs Hybrid

SSC Kainos Software Poland

| Global HQ: UKR | Date started: 2005 | Business type: IT

Gratka Technologie | Date started: 2009 | Business type: Hybrid | Full time employees: 200 | Services provided: IT

www.ceeOutsourcingAwards.com

Kaliop | Global HQ: PL | Date started: 2004 | Business type: IT

2018

Manager’s Profile

Tomasz Troszczyński Site Manager Groupon Shared Services Warsaw, Groupon, Inc., Chicago, USA Your company’s operations in CEE? Groupon started investments in Poland in 2014, while opening first SSC in Warsaw. In 2017 second location was opened in Katowice with further expansion plans for 2018. Operations delivered by two centers are highly specialized services supporting Groupon operations in 15 markets worldwide (Europe, North America, Asia) including Customer Service, Merchant Services, Editorial (content management), centralized back-office functions for Goods and Getaways business lines, marketing support, accounting, tech & automation. With the beginning of 2018 employment will reach over 850 people for both locations. Explain why your company set up operations here, and any specific factors that influenced the company’s decision: Main factors were the availability of highly qualified talent pool with good language skills, also very flexible in terms of expanding its areas of competence and the convenient geographical location. Board decision was based on proven track record with the sales teams operating in Poland. How will your operations develop in the next 2-3 years? We went through streamlining and simplifying our business which resulted in processes and operational efficiency improvements but also investments in technology. At the moment Groupon’s Global Operations is working on delivering operational excellence utilizing enhanced automation technology, while seeking opportunities to further engage the customer. These efforts will result in a fully optimized customer and merchant experience.

RPA and Process Automation – please tell us what your company is doing in this space. We have started transition with our service operations towards automation becoming the primary channel of interaction for our customer experience. We will continue to maximize deflection through our technology platforms expanding on existing automation interfaces while implementing predictive algorithms shifting from reactive to proactive engagement methods anticipating our customers needs. In plans we have implementation of a learning lab allowing us to innovate on new technology applications in a controlled test environment before scaling to ensure positive impacts to key performance indicators are obtained. 3 specific bits of advice to other firms considering setting up in CEE. • take care of employee satisfaction from day 1! • focus on continuous improvement of processes impacting customer/service experience directly. Suggestions: • consider merging homogeneous or successive process phases.

Employee Issues – and what are the employment challenges in the coming years. At this stage, we have over 850 employees. We offer diverse and development focused working environment: many languages (PL, ENG, IT, FR, DE, ES ), multiple nationalities, different departments and functions with plenty possibilities of internal career development We constantly invest in career development, establish programs to support skill development opportunities for staff as it’s key to successful SSC. In the current competitive employee market, Groupon as an employer is distinguished by an attractive monthly bonus model, internal career paths, unique reward system, not to mention modern offices in great locations, breakfast, fresh vegetables each day and many others!. Groupon’s reward and recognition programs affect behavior measurably, improve results and deliver both tangible and intangible awards that everyone can earn. It is reflected in high employee satisfaction results, which we regularly measure, allowing managers to collect and analyse feedback in order to react and quickly answer employee needs. Biggest surprises (positive and negative) about operating an SSC centre in CEE. The biggest positive we noticed is variety and availability of highly-skilled workforce on the labour market. Specific cost savings that your firm has achieved. The main goal for Groupon operations is to ensure quality and process improvements. We managed to achieve greater transparency across the company allowing best practices to be identified and applied. 7+ years of professional experience; directly involved in setting and expanding Groupon SSC in Warsaw since 2015; COPC certified and Lean Six Sigma trained; focused on driving service excellence while increasing process efficiencies.

SSC Laureate Online Education

Luxoft

SSC Marine Harvest

| Global HQ: US | Date started: 2012 | Business type: SSC

| Global HQ: CH | Date started: 2013 | Business type: IT

| Global HQ: NO | Date started: 2017 | Business type: SSC

LPP

SSC MacGregor Poland

SSC Metsä Group Services

| Global HQ: PL | Date started: 2017 | Business type: Operations

| Global HQ: FIN | Date started: 2017 | Business type: SSC

SSC Lufthansa Systems Tel.: +48 58 3265 400 | Date started: 1998 | Business type: SSC | Full time employees: 350 | Top local manager: Ireneusz Zalewski, Managing Director

2018

Madkom | Global HQ: PL | Date started: 2011 | Business type: IT

BPO Manpower Group Solutions

BPO Misys

| Global HQ: US | Date started: 2015 | Business type: BPO

www.ceeOutsourcingAwards.com

CEE Shared Services and Outsourcing Directory

Gdańsk/Gdynia Poland

Poland Map

CEE Shared Services and Outsourcing Directory

Warsaw

AbbVie Accenture ArchiDoc (Grupa OEX) Asseco Business Solutions AstraZeneca Pharma Poland Atos Global Delivery Poland Avon Global Shared Services Bain & Company (EMEA SSC) BancTec (SourceHOV) Biogen BNP Paribas Securities Services Poland Bruker Business Support Center Capgemini Polska Cargill HR Shared Services Carlson Wagonlit Travel CBRE Corporate Outsourcing Citi Service Center Poland CocaCola Global Poland Services Colgate – Palmolive Services (Poland) Collabera Connectis Coty Poland CREDIT SUISSE (Poland) (Center of Excellence) Danfoss Danone IT Competency Center EMEA Dentons Business Services EMEA Deutsche Services Polska Devire Diebold Nixdorf Global Deliver Center EMEA Discovery Polska DLA Piper Global Service Center DSV ISSC Elekta EY GDS First Data Polska FOSS Service Center Franke Polska ESSC Goldman Sachs Technology Grant Thornton FPA Outsourcing Groupon Grupa OEX GSK Hitachi Vantara HL Tech IT Kontrakt Jones Lang Lasalle Group Services JP Morgan KMD Poland Linklaters Poland Lionbridge Poland Malteurop Marsh & McLennan - HR Shared Service Center Mellon Poland Mercer Mettler-Toledo MMC Eastern Europe Accounting Operations MoneyGram International OEX Oliver Wyman Oriflame Global Shared Services Finance Pandora Jewelry Shared Services PGNiG Serwis Pro People (Grupa OEX) Process Solutions Procter&Gamble Global Business Services PZU Centrum Operacji Randstad Payroll Solutons RBS Global Hub Europe RR Donnelley Polska RRD Polska Saint Gobain Samsung Electronics Poland Schneider Electric - EMEA Finance Shared Services Siemens Sii Poland SIX Payment Services (Europe) Sopra Steria Stanley Black & Decker

Teleperformance Polska TMF Group TNT Express WW (Poland) Velux Global Business Services Voice Contact Center (Grupa OEX) Wipro IT Services Poland Zoetis Polska

Manpower Group Solutions Marine Harvest ArcelorMittal Shared Services Metsä Group Services Misys Centre Europe Movo Creations DHL Logistic Multinor Wipro Nearshoring Solutions Neoteric Elbląg Nest Bank Best Nordea Bank AB Oddział InfoPower w Polsce Białystok BIT Bialystok Branch Gdańsk/Gdynia Nordea IT Centre Nordic Services Quburst Poland Acxiom Global Service Ocean Network Express SMT Softaware Białystok Center Polska OIE Support Branch ADVA Optical Networking OKE Software Transcom Worldwide Poland AirHelp Poland Onwelo Alexander Mann Solutions Bielsko-Biała Amazon Development Center PGS Software Avio APL Poland Centrum Finansowo – Arla Global Financial Księgowe Grupy Żywiec Service Centre Cooper Standard Automotive Arrow Electronics Polska Aspire Systems (former EnerSys Goyello) Fiat Services Polska Aspire Systems (Goyello) Universal Agent – Grupa Asseco Data Systems DataContact Atena Usługi Informatyczne i Finansowe Borek Atos Polska Strzeliński Ausy International Deco Logistics Avaus Marketing Innovations Poland Bydgoszcz Bank BPH/GE Capital Alcatel – Lucent Polska Banqsoft Asseco Data System Bayer Service Center Asseco Poland Gdańsk Atos IT Services Benetel Bank Pocztowy - Centrum BEST Operacyjne Blue Media Bazy i Systemy Bankowe BPH Bibby Financial Services Call Center Inter Galactica Bonair CCC – Competence Call Business Consulting Center/ Center SNP Poland Ciklum Centrum Obslugi Biznesu Cognizant Technology Cognifide Solutions Contact Center Comarch Cybercom DGC Polska Eniro Polska DNV GL – Global Centre Ericsson Shared Services FIN Eximo Project Dom Finansowy QS Frosta Dynatrace Polska Galactica Eaton Electric Genesys Telecommunications Eltel Networks Polska Laboratories Energa Centrum Usług iQor Wspólnych Jabil Global Services Poland Ensono Livingston Poland EPAM Systems (Poland) Logon Ergo Hestia (Call Center) Macrologic Eurofins Digital Testing Mobica Limited Evatic MSG Media Federal Mogul Nokia Corporation Finastra (former Misys) Oponeo Fineos Software Service OPTIMO-INVEST Centre PEKAO SA – Kujawsko Flugger Pomorskie Regionalne FujiFilm Europe Business Centrum Korporacyjne Service PGE Systemy Gdańsk UM - obsługa PKP Cargo – Centralne finansowa Biuro Rozrachunków Geoban Postdata Get Response PZU Gibbs Hybrid QuadGraphics Gratka Technologie SDL Poland Hempel Soft Blue HK Finance Sunrise System HMS Assistance SuperControl Holte Software Syneo Humax T Komp IHS Markit TEL-DAT In4mo Teleplan Polska Infotjenester Terra Computer Intel Technology Poland Unicall Gdansk PKO UniDOC Intitek Playsoft Group Itmagination Polska Press Internet Chorzów Jeppesen by Boeing Powel BSS Polska JIT solutions PPG Kainos Software Poland PwC Advisory Centre of Ciechanów Kaliop Excellence Contact Center Kemira Business Service Qloc Center Gdańsk Częstochowa Laureate Online Education Quad Graphics Renau Software TRW Automotive LPP Ricoh Business Service Lufthansa Systems Centre Czosnów Luxoft Riks TV Elopak MacGregor Poland Scalac Soudal Madkom

Dąbrowa Górnicza

www.ceeOutsourcingAwards.com

Schibsted Tech Seagul SentiOne Sigarden Signia Media Technologies (former Adtoma) Poland Sii Gdansk Smart4aviation SocialCEE Soldevelo Solwit Sony Pictures Global Business Services Spartez SpeedNET SPN Tech Staples Solutions Star Reefers

United Technologies (UTC Fire & Security Polska) UST-Global UXPin Webon Willis Wipro IT Services Poland Wirtualna Polska WNS Global Services Wolters Kluwer XO Corporation Xtrack Young Digital Planet

CYCLAD Polska Delloitte BPO DisplayLink Dunlop Conveyor Belting EPAM Ericsson GSDC Ernst&Young FIAT Services Polska Fujitsu Services GDF Suez – Tractebel Engineering Grant Thornton IBM ING Services Poland ITI Neovision Jamf Katowicki Holding Węglowy Kroll Ontrack

Gliwice

Future Processing Ista Shared Services Opel Manufacturing Poland

TELE-FONIKA Kable Teleperformance Tenneco Timken TÜV Rheinland Unilever UPC Webanywhere Wincor Nixdorf ZETO Katowice Katowice PwC Service Delivery Center

Kielce

Altar BC&O Polska Biurex Centrum Systemów

Lębork

Gdynia Sopot Gdańsk

Szczecin

Elbląg

Tczew

Ciechanów Toruń

Bydgoszcz

Kostrzyń Wlkp.

Olsztyn

Mława

Wągrowiec

Robakowo Złotniki

Poznań

Czosnów

Luboń

WARSAW

Zielona Góra

Nadarzyn

Łódź

Konstantynów Radom

Legnica

Wrocław Opole

Częstochowa Chorzów Bytom Gliwice

Kielce Dąbrowa Górnicza Sosnowiec

Katowice

Cracow

Oświęcim Bielsko-Biała

State Street Bank Swarovski Global Business Services Synopsys Telemobile Electronics TF Bank ThomsonReuters Europe thyssenkrupp Group Services Gdansk Transcom Worldwide Poland Travactory Trojmiasto.pl Unifeeder

Tenneco TRW Automotive Wasko

Katowice

4EverNET Alan Systems Alba Polska Aldec ADT Asseco Systems Bombardier Shared Services CapGemini Polska COIG Contact Center

Mentor Graphics NGA HR Northgate Arinso Orange Perform Media Polska Proximetry PwC Service Delivery Center Poland Randstad Polska (Katowice) Rockwell Automation SGS Sii Sms Metallurgy Polska Steria

Komputerowych ZETO Comarch Kolporter INFO PKP Informatyka Telbridge Transition Technologies - POLAND SOLUTION CENTER

Kraków

3di Information Solutions ABB IT ACS Xerox

2018

Advisory Group TEST Human Resources Affiliated Computer Services of Poland AFS Akamai Technologies Alexander Mann Solutions Poland ALK European Accounting Center ALTEN Polska Amadeus IT Group Amer Sports Financial Shared Services Amplexor Amway Business Center Europe Aon Hewitt

Białystok

Lublin Sandomierz

Rzeszów

APPLY Capnor Poland Apriso Arrow ECS ASSA ABLOY Autodesk AVEREAST GROUP AZSoft, Contact Center Barona HR Services Brown Brothers Harriman Capita Polska Cathay Pacific Airways CGI Information Systems CH2M HILL Chatham Financial

2018

Cisco Systems Poland Clifford Thames Comarch Contact Center Deloitte BPO Delphi Centrum Techniczne (TCK) DeltaVista Poland DreamLab Ecolab EDF Electrolux Centrum Ksiegowo-Finansowe EPAM Systems Ericpol Telecom ESET Euroclear Bank First Utility FQS Poland (Fujitsu) GE Healthcare Genpact PL Getinge Shared Services Google Operations Centre Grand Parade Grid Dynamics Guidewire Software Hays Center Of Excellence HCL Poland HEINEKEN Global Shared Services Herbalife EMEA Finance&Operations Service Centre Hewitt Associates Hitachi Data Systems Hitachi Vantara HSBC Service Delivery IAG (International Airlines Group) GBS IBM IG Group Iloop Mobile innogy Business Services Polska Intelenet Global Services International Paper Intive J-labs Software Specialists Kenexa Kerfs Polen Kimberly-Clark Lastminute LSC Communications (Spinoff from RR Donnelley) Lufthansa Global Business Services Lumesse Lundbeck Lurgi Poland Luxoft Poland Metrosoft Poland Modis Motorola GSC Ocado Technology Poland Pearson Perkin Elmer Pliva Cracow PMI Service Center Europe PNO Consultants Premier Farnell (Element 14) PwC - SSC & BPO Center of Excellence Quorum International QVC Global Business Services Rolls Royce HR Service Delivery Sabre SSC Sappi Shared Services Schibsted Tech Polska Sefanini EMEA Shell Shared Service Centre Poland Sii SKK Software Mind Solar Winds SPRINGER International Mobility Consulting State Street Stefanini Sterling Outsourcing Tesco CE Innovation Centre Uber – Center of Excellence UBS Service Centre (Poland) UPM – Kymmene

WilsonHCG Wyse Technology Xceedance Zeitmann zooplus Zurich Insurance Group

Legnica

Hans-Jürgen Schmidt Polska

Lębork

TIM Outsourcing

Łódź

ABB Accenture ACS Solutions Poland/Xerox Agreeya Mobility Poland AMG.net AppYourself ArCADiasoft Arynga Asseco Atos Origin B/S/H Group Bank Pekao Barry Callebaut Bluesoft BMS BNP Paribas Cardif Services BRE Centrum operacji BSS – Business Support Solution Capita Cardif Centrum Bankowosci Bezposredniej CERI International Citi Handlowy Clariant Polska Comarch Commerz Systems Commerzbank Conduent Contact Center Cybercom Poland Dalkia Services Deloitte Digital DHL Express Dimar DXC Technology Ericpol Telecom Ericsson Exaco Faurecia FlintGroup Fujitsu Technology Solutions GE Power Controls GFT Harman Hexagon Idemia Infosys BPO INTERsoft LSI Software Lumileds Magellan MakoLab mBank McCormick Shared Services Mellon Mobica Nordea Operation Center Open R&D PGE Obrót Pixel Technology PKO BP PKP Energetyka PKP Informatyka Polkomtel Poyry Prudential PZU Randstad Payroll Solutions Royal Philips Rule Financial Samsung R&D Sanitec SSC Scanaqua Signify (formerly Philips Lighting) Sii SISA Polska STX Next SUM T-mobile Takeda SCE Target BPO

Tate&Lyle Taxcare Technitel Teleca Telmon TomTom Tradenet Transition Technologies Unicredito UPS Global Business Services Veolia Environnement – SAP Center of Excellence Vistex Warta insurance Whirpool EMEA ZETO ZF Group

Nadarzyn

Lublin

Poznań

Agencja Rozwoju i Modernizacji Rolnictwa Altkom Software & Consulting Arcus Systemy Informatyczne Asseco Business Solutions Billennium BitStream Britenet Codete Comarch Compugroup Medical Convergys Corporation CTNT Polska Cushman&Wakefield Data Flow DataArt Lublin Edge One Solutions eLeader embiq EOS KSI Euro RTV AGD Finanteq Generali (Proama) Genpact Poland Infinite Intelwise Intive (formerly BLStream) Kredyt InkasoCentrum Operacyjne w Lublinie KS Engineering Technology (IBS GmbH) Mikrobit Milo Solutions Mobica Limited Mobile Knights (formerly SST) nocowanie.pl Nplay OEX Voice CC Open Finance OPTeam Optronik Przedsiębiorstwo Innowacji Technicznych Orange Orizon Group Pekao Faktoring PhlexGlobal PKO BP Poltel (formerly Coltel) Proama Quad Graphics Randstad Payroll Solutions Sii (oddział Lublin) Smart Education International SoftSystem Solet Sollers Consulting Sygnity Syntea Tartasso telecomWORLD Tesseract Dev Transition Technologies Trimetis uPaid Verona Consulting Vistra Warta24 Webchilli ZETO

Luboń

OEX Business Services

Mława

LG Electronix

MAN Truck & Bus Polska

Olsztyn

Citi Transcom Worldwide Poland

Opole

Axxiome Polska Bright Coders’ Factory Capgemini, Infrastructure Services Ista (ISS Poland) Opta data PZU SA/PZU Życie Sindbad Stefanini OświęcimSynthos A. Schulman Addconnect Contact Center ADM Administration Personnel Services Allegro Alphanumeric Systems Europe Analyx arvato services BAE Systems Banach Outsourcing Bridgestone EBS BZ WBK Obszar Direct Banking Capgemini Software Solution Center Carl Zeiss Carlsberg Shared Services CEDC International CenturyLink Poland Ciber Cleeng Cognifide Contact Center Deloitte BPO DFDS Polska Duni EFF Egnyte Elavon Merchant Services Enea Etteplan Euroflorist EXIDE Technologies SSC External Services Fabres Fandom powered by Wikia Finnchat Franklin Templeton Investments Center Genpact PL GFT Grace Grant Thornton Frackowiak GSK Services/lobal IT Centre Hicron Holicon Holiday Check Huawei IKEA Shared Services Intitek IT Kontrakt itelligence Jeronimo Martins Polska John Deere Kennametal Kerry Logistics Services (Europe) Kleffmann Lina Medical Group SSC Lorenz Snack-World Services MAN Accounting Center Mars Financial Services McKinsey EMEA Shared Services Mentor Graphics Mexichem Shared Services Europe Mobica Newell Poland Services Nordcloud O-I Business Service Center OEX Business Services Open Text Opera Software (d. BenQ) Osram Paymentwall Pepco

Polaris Laboratories Europe Propex Services Group Raben Management Services Rehau Roche IT Service Centre ROCKWOOL Global Business Service Center Savvis Scala Plastics Poland Seargin Selvita Sii SNP Poland (formerly BCC) Sollers Consulting Sonalake Starter Starter Truck Services Steel Construct Sysnet Global Solutions Talex Telcordia Technologies (Ericsson) TomTom Unilever Polska Veolia Centrum Usług Wspólnych ViaVox Call Contact Center Volkswagen Group Services W.R.Grace Wavin Polska Wikia ZETO

Radom

Centrum Przetwarzania Danych Ministerstwa Finansów Telbridge Radom

Ruda Śląska Arteria

Rzeszów

Ailleron Alumeco Services Asseco Poland ATOS Polska Borg Warner Poland BPO Next Door Call Center Poland Carlson Wagonlit Travel Centrum Usług Finansowych ACP Pharma CI Games Comarch ContactPoint Cross Jeans D.A. Glass Deloitte CE Business Services FIBRAIN G2A.com Hamilton Sundstrand Ideo ML-SYSTEM Mobica Limited Mobica Ltd Modules Garden MTU AeroEngines Poland Nestle Quality Assurance Center OPTeam PCG Academia PGE Obrót PGS Software PKO BP Pratt&Whitney Rzeszów PrimeBit Studio PwC Sii Polska SoftSystem Systemy Informatyczne Set(h) Unicall Communication Group Poland VEGACOM ZETO-RZESZÓW

Sandomierz NSG

Skawina

CEZ Polska Shared Service Center

Sosnowiec Argus

Szczecin

arvato Bertelsmann BL Stream brightONE Coloplast Business Centre Contact Center Convergys CSP Customer Services Polska Dansk Supermarked Group DGS Business Services Diebold Nixdorf Global Deliver Center EMEA GaveKal Genpact Genpact PL Huuugegames Magemar Polska Marine Technology Centre Metro Services PL Mobica Netto PJM - Shipping & Trading REC Global Tieto Poland TietoEnator Unicredit Business Integrated Solutions Unizeto

Tarnowskie Góry Sitel

Tczew Vitax

Toruń

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

Wągrowiec BENECKE KALIKO

Wrocław

3M SSC EMEA ACN Acturis Poland Atos Axiom Law Balluff BD Birlasoft BL Stream BNY Mellon brightONE C.H.Robinson Poland Capgemini, Software Solutions Center Ciklum Cogniance CORE Services CREDIT SUISSE (Poland) (Center of Excellence) CRISIL Global Research & Analytics (GR&A) CSS Corp Descom Diehl Controls Dolby Poland Droplr Enabledware Epiq Systems Espotel Poland Etteplan Poland EY Global Shared Services (Poland Fagor Mastercook Fresenius Kabi Business Services Geoban (Santander) getsix GlobalLogic Google Gorilla Group Hicron HP GBC HP Global e-Business Operations IBM Global Services Delivery Centre Poland Impel Business Solutions

Infor Center of Excellence Infusion intive Irevna DeLaval Operations JP Weber KPIT Cummins Luxoft Mahle McKinsey & Company Poland Knowledge Centre Merck NBC SP Nokia Solutions and Network Objectivity Bespoke Software Specialists Ocado Technology OEX Group Opera Software Parker Hannifin QAD Qatar Airways European Customer Contact Center QIAGEN Business Services REC Global Red Embedded Group Redknee Poland Remy International Research & Engineering Center Ryanair Travel Labs Poland Santander Consumer Bank Siemens Sigma Sii SmartStream SMT Software Soenen Polska SoftServe Softsystem SSAB Techland Tequila Mobile Tieto Poland Toyota Motor Europe Transition Technologies UBS UNIT 4 TETA UPS Global Business Services Polska UTC Aerospace Systems Viesmann Volvo Group IT Wabco West Wood Product International Western Equipment for Sports and Other Technologies Polska Wipro XL Catlin Xylem Shared Services

Zabrze NMC Polska

CEE Shared Services and Outsourcing Directory

Map Poland

Zielona Góra ABD

www.ceeOutsourcingAwards.com

Poland Gdańsk/Gdynia

Movo Creations

BPO OIE Support

| Global HQ: DK | Date started: 2014 | Business type: IT

| Date started: 2012 | Business type: BPO | Full time employees: 130 | Services provided: Call center for US group Online Interactive Education. Support functions that operate from Gda?sk include A/R, Collections, Registrar, Product Development, Student Support and Transcript Evaluation.

BPO Multinor | Global HQ: PL | Date started: 2014 | Business type: BPO

BPO Nearshoring Solutions Tel.: 58 341 56 39 | Date started: 2012 | Business type: BPO | Full time employees: 75 | Services provided: ITO and IT design

Neoteric | Global HQ: PL | Date started: 2005 | Business type: IT

SSC Nest Bank | Global HQ: PL | Date started: 2015 | Business type: SSC

SSC PPG | Global HQ: US | Date started: 2013 | Business type: SSC

PwC Advisory Centre of Excellence

BPO OKE Software Tel.: 58 321 72 46 | Date started: 1996 | Business type: BPO | Full time employees: 95+ | Services provided: IT. Teams develop and implement innovative IT solutions for our partners in Europe and the United States.

| Global HQ: UK | Date started: 2014 | Business type: CoE | Full time employees: 150+

Qloc | Global HQ: PL | Date started: 2018 | Business type: IT

Quad Graphics

Onwelo

| Global HQ: US | Date started: 2016 | Business type: IT

CEE Shared Services and Outsourcing Directory

| Global HQ: PL | Date started: 2017 | Business type: IT

Nordea Bank AB Oddział w Polsce | Global HQ: SE | Date started: 2012 | Business type: IT

Renau Software

PGS Software

| Global HQ: US | Date started: 2014 | Business type: IT

| Global HQ: PL | Date started: 2014 | Business type: IT

SSC Nordea IT Centre

Ricoh Business Service Centre

PKO

BPO Nordic Services

Playsoft Group

| Global HQ: Japan | Date started: 2017 | Business type: SC | Services provided: IT, F&A, PMO, HR, Real Estate

| Global HQ: PL | Date started: 2015 | Business type: Operations

Riks TV | Global HQ: NO | Date started: 2016 | Business type: IT

Polska Press Internet

Scalac | Global HQ: PL | Date started: 2014 | Business type: IT

Schibsted Tech | Global HQ: Norway | Date started: 2014 | Business type: IT | Services provided: ITO: Krakow and Gdansk

| Global HQ: PL | Date started: 2009 | Business type: IT

Seagul

Powel

| Global HQ: NO | Date started: 2007 | Business type: IT

Tel.: +47 481 64 566

Winner Top Recruitment Firm of the Year

Hays

CEE

• In 2017, grew by 24%. • Biggest new clients: Blackrock, Astra Zeneca, Ricoh

Shared Services and Outsourcing Awards

2018

www.ceeOutsourcingAwards.com

2018

Gdańsk/Gdynia Poland

Manager’s Profile

Przemyslaw Siuda Regional Officer Shared Service Centres Europe TÜV Rheinland Polska, Katowice Parent company: TÜV Rheinland AG, Cologne

Your company’s operations in CEE? SSC programme initiated in 2017, the first centre has been set up in Katowice in January 2018, currently 40 employees (F&A and digital marketing) with the plan to broaden the scope (5 other functions to be established in the SSC by the end of 2019). Current outlook for the end of 2019 headcount: 230 FTE. Other SSC to be established world wide, with one GBS organization located in Germany. Explain why your company set up operations here, and any specific factors that influenced the company’s decision: • SSC programme is a part of a wider global transformation programme with the objective to reduce the overhead cost in the company, optimize the processes and create efficient and effective structures in the company. • Poland selected as a location due to the right mix of maturity of SSC/BPO sector, the availability of talent pool as well as the right cost structure. Some low cost European locations did not qualify as cost has not been a predominant decision factor. • Katowice selected as an emerging SSC/ BPO city, with the view on Krakow as being much more challenging from the recruitment market perspective.

• TUV Rheinland Polska main office is located in Zabrze, so the SSC in Katowice has also the advantage of being in close proximity to the business operations. RPA and Process Automation – please tell us what your company is doing in this space. RPO is an important element of the programme, with the pilot projects to be installed within digital marketing (Lead Management) and F&A (P2P). Activities handled internally by a project team within the global transformation project. Full roll out in 2019. 3 specific bits of advice to other firms considering setting up in CEE.

Employee Issues – and what are the employment challenges in the coming years. Skills: as always, it is a combination of specific skills and a specific language that poses a challenge. German language seems to be in high demand in Poland recently. Prolonged transitions (where staff members are asked to travel abroad for the periods of time above 6 weeks) are unfavourable from the candidates’ point of view. Work-life balance has become a huge topic and a ‘flexibility’ of staff which used to be a very strong selling point in Poland a few years ago has been much limited in the past two years. Biggest surprises about operating an SSC centre in CEE. No surprises. I have been in this business for 14 years in CEE now… Przemyslaw Siuda has been a manager in SSC/ BPO sector in CEE since 2004. His career story includes setting up a number of multi-functional, multi-lingual service centres in Poland, Romania and Lithuania. Przemek has participated in transformation and transition projects covering almost all continents and managed operations as big as 1200 people delivering 24/7/365 business services.

SentiOne

SocialCEE

| Global HQ: PL | Date started: 2011 | Business type: IT

| Global HQ: NO | Date started: 2014 | Business type: IT

Management | Top local manager: Michal Gryglewski, VP - Global Business Services

Sigarden

Soldevelo

Spartez

Tel.: +48 58 739 64 88 | Date started: 2008 | Business type: Hybrid | Full time employees: 20 | Services provided: R&D

| Global HQ: PL | Date started: 2009 | Business type: IT

| Global HQ: PL | Date started: 2012 | Business type: IT

Solwit

SpeedNET

| Global HQ: PL | Date started: 2001 | Business type: IT

SSC Sony Pictures Global Business Services

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

BPO Sii Gdansk Tel.: 58 321 78 00 | Global HQ: France | Business type: BPO | Services provided: IT | Top local manager: Magdalena Misiewicz, Deputy Recruitment & HR Manager at Sii Polska

Smart4aviation

SPN Tech | Global HQ: NO | Date started: 2015 | Business type: IT

SSC Staples Solutions

| Global HQ: NL | Date started: 2012 | Business type: IT

2018

CEE Shared Services and Outsourcing Directory

• Emerging locations should be preferred over the mature ones. Take the advantage of being an early entrant. • Market the location internally in your company even before the centre is formally set up. • Prepare very thoroughly an offer/package for the affected employees in the incumbent location to ensure the retention of knowledge throughout the transition. No improvisation, full detailed preparation upfront needed.

www.ceeOutsourcingAwards.com

Poland Gliwice

SSC Star Reefers

United Technologies (UTC Fire & Security Polska)

| Global HQ: UK | Date started: 2009 | Business type: SSC

Tel.: 58 301 38 31 | Global HQ: US | Date started: 2002 | Business type: IT | Services provided: SSC

CEE Shared Services and Outsourcing Directory

SSC Swarovski Global Business Services

Opel Manufacturing Poland

| Date started: 2017 | Business type: SSC | Services provided: F&A | Top local manager: Wojciech Krygowski, Managing Director

UXPin

SSC Tenneco

| Global HQ: PL | Date started: 2011 | Business type: IT

| Business type: SSC | Full time employees: 100 | Services provided: R&D

Synopsys

Webon

| Global HQ: NO | Date started: 2015 | Business type: IT

TRW Automotive | Business type: Hybrid

SSC Willis Tel.: 58 732 68 00 | Date started: 2010 | Business type: SSC | Full time employees: App. 10 currently | Services provided: F&A

Wasko

Telemobile Electronics

BPO Wipro IT Services Poland

| Global HQ: PL | Date started: 1998 | Business type: R&D

Katowice

| Global HQ: SE | Date started: 2015 | Business type: IT

SSC ThomsonReuters Europe

Wirtualna Polska

BPO Alan Systems

| Global HQ: PL | Date started: 2001 | Business type: IT

| Business type: BPO | Top local manager: Sylvia Mazurek, Marketing Specialist

TF Bank

Travactory | Global HQ: NL | Date started: 2010 | Business type: IT

Trojmiasto.pl | Global HQ: PL | Date started: 1998 | Business type: IT

Applications, Agile IT Outsourcing | Top local manager: Jarosล aw Czaja

BPO WNS Global Services Tel.: 58 772 98 02 | Global HQ: UK | Business type: BPO | Top local manager: Sebastian Kamasz, Operations Director

Wolters Kluwer | Global HQ: NL | Date started: 2012 | Business type: IT

| Business type: Hybrid | Top local manager: Wojciech Wajda, President of the Board

BPO 4EverNET | Date started: 2002 | Business type: BPO | Full time employees: <100 | Services provided: CS

BPO Alba Polska | Business type: BPO | Top local manager: Krzysztof Gruszczynski, President of the Board, Country Manager

BPO Aldec ADT | Business type: BPO

XO Corporation Tel.: 888839455 | Date started: | Business type: ITO | Services provided: Logistics/Supply Chain, R&D

BPO Asseco Systems | Date started: 1994 | Business type: BPO | Full time employees: About 44 | Services provided: R&D

Xtrack

SSC Bombardier Shared Services

| Global HQ: PL | Date started: 2009 | Business type: IT

Gliwice

SSC Unifeeder

SSC Future Processing

Tel.: 32 461 23 00 | Date started: 2000 | Business type: SSC | Full time employees: 550 | Services provided: Software Development, Mobile Applications, Web Applications, Desktop

www.ceeOutsourcingAwards.com

BPO CapGemini Polska Tel.: (32) 769 30 00 | 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 | Top local manager: Marcin Nowak, Delivery Centre Director CEE; Head of Global Distributed Smart Services

2018

Poland Katowice

BPO COIG

SSC Ericsson GSDC

ITI Neovision

| Business type: BPO | Top local manager: Pawel Kuch, President of the Board

| Date started: 2018

SSC Ernst&Young

Tel.: 32 757 3069 | Date started: 2012 | Business type: SSC | Full time employees: 250-500 | Services provided: F&A, HR, IT, CS

BPO CYCLAD Polska Tel.: 32 746 30 00 | Date started: 2008 | Business type: BPO | Full time employees: <100 | Services provided: IT

CEE Shared Services and Outsourcing Directory

| Business type: SSC

| Date started: 2018

SSC Katowicki Holding Węglowy

SSC FIAT Services Polska

BPO Delloitte BPO

Jamf

Fujitsu Services | Date started: 2018

SSC Mentor Graphics

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

Grant Thornton

NGA HR

| Date started: 2018

| Services provided: SSC

SSC Dunlop Conveyor Belting

BPO IBM

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

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

EPAM | Date started: 2018

Orange | Date started: 2018

Winner IT Services Firm of the Year – Poland

Sii

CEE

• Sii’s Mobile Testing Lan cooperates with the world renown producer of mobile testing software Experitest – as the only company in the country.

Shared Services and Outsourcing Awards

2018

www.ceeOutsourcingAwards.com

2018

Kielce Poland

Perform Media Polska

SSC Rockwell Automation

TÜV Rheinland

| Top local manager: Przemyslaw Siuda

BPO Proximetry

SGS

BPO Sii

UPC

| Date started: 2018

SSC PwC Service Delivery Center Tel.: +48 22 746 5000 www.pwc.pl/sdc | Date started: 2009 | Business type: SSC/ BSC | Full time employees: December 2017 – 1700 FTE December 2018 – 2000 + FTE | Services provided: Others | Additional services provided from CEE: The company provides support services in the three main areas: assurance (audit), tax, internal firm services (‘‘back office’’). | Languages spoken: The services are provided in the following languages: English, Polish, German, Hungarian, Czech, Slovak, French, Italian | Other CEE locations: Opole | Primary sector(s): Financial/ Professional Services Industry | Geographical scope: EMEA region | Expansion plans: Growth is expected to continue at the pace of approximately 15-25 % in 2019 | Top local manager: Paweł Mleczko, Managing Director | Top HR Manager: Jolanta Woś-Farouni, Human Capital Leader

Randstad Polska (Katowice) | Business type: Hybrid | Top local manager: Anna Maksymowicz, Professional Branch Manager

SSC Sms Metallurgy Polska | Date started: 2007 | Business type: SSC | Top local manager: Krzysztof Warzecha, Prezes Zarz?du

SSC Webanywhere Tel.: 32 630 41 37 | Date started: 2012 | Business type: SSC | Full time employees: <100 | Services provided: IT

BPO ZETO Katowice | Business type: BPO

BPO Teleperformance | Business type: BPO

Tenneco

BPO BC&O Polska

| Business type: Hybrid

Timken | Business type: Hybrid

Winner

Most unique services provider – Poland

CEE Shared Services and Outsourcing Directory

SSC Unilever

Cisco Global Services Center (Krakow)

CEE

Shared Services and Outsourcing Awards

• The Cisco Security Operation Centre - “Threat Hunting That Never Sleeps”. The SOC in Krakow is one of three Security Operations Centres worldwide. The other two are located in U.S. and Japan.

2018

27 www.ceeOutsourcingAwards.com

Poland Kraków

BPO Biurex

BPO Affiliated Computer Services of Poland

BPO APPLY Capnor Poland

| Date started: 1991 | Business type: BPO | Full time employees: 40 | Services provided: F&A, HR and payroll services

| Business type: BPO | Services provided: BPO, IT, F&A, Contact Centre

BPO Centrum Systemów Komputerowych ZETO

SSC AFS

Tel.: 41 364 22 00 | Date started: 2002 | Business type: BPO | Full time employees: 70 | Services provided: IT

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

BPO Apriso

SSC Akamai Technologies

| Business type: BPO | Full time employees: 2014 | Services provided: IT | Top local manager: Ania Wolfarth, HR consultant

BPO Comarch | Date started: 2015 | Business type: BPO | Services provided: IT

CEE Shared Services and Outsourcing Directory

SSC Kolporter INFO

BPO Alexander Mann Solutions Poland

SSC PKP Informatyka

Tel.: 12 290 78 00 | Date started: 2004 | Business type: BPO | Full time employees: 750+ | Services provided: Integrated Recruitment Process Outsourcing, Permanent and Non-Permanent Hiring, Total Talent Management, Recruitment Administration | Top local manager: Jola Gantkowska, Director Of Operations/Global Head of Administration

| Date started: 2014 | Business type: SSC | Services provided: IT

ALK European Accounting Center

BPO Telbridge

| Services provided: SSC: F&A | Top local manager: Pawel Zawrzykraj , GBSC Director, Finance Director

| Business type: SSC | Full time employees: | Services provided: Helpdesk , Call Center, Oprogramowanie dedykowane realizowane na zamówienie , Outsourcing IT | Top local manager: Jarosław Ambroziak, President

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

ALTEN Polska

BPO Transition Technologies – Poland Solution Center

Tel.: 12 445 52 71 | Services provided: SoftDev

Tel.: +48 41 24 97 880 | Date started: 2014 | Business type: BPO | Full time employees: 100 | Services provided: IT

BPO ACS Xerox | Business type: BPO | Services provided: BPO

Tel.: 12 384 70 00 | Date started: 2014 | Business type: SSC | Top local manager: Filip Walkowicz, Site Leader

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

ASSA ABLOY | Services provided: R&D

Autodesk AVEREAST GROUP | Date started: 2014 | Business type: Hybrid | Services provided: IT

BPO AZSoft, Contact Center | Business type: BPO | Services provided: Contact Centre

SSC Amplexor Tel.: +48 12 254 41 00 | Business type: BPO, SSC | Services provided: BPO | Top local manager: Maria Yakimowa, HR Specialist

SSC Amway Business Center Europe Tel.: +48 12 3795400 | Global HQ: USA | Date started: 2010 | Business type: SSC | Full time employees: 350+ | Services provided: F&A, IT Services/Software Development, HR or Payroll, Data Analytics/Management, Customer Support/ Call Centre/Telemarketing. ABCE is multifunction captive servicing Europe in Finance, Marketing, IT, Customer Service, and number of other highly specialized | Top local manager: Wojciech Karpinski, Center Head

BPO Aon Hewitt Tel.: +48.12.399.0677 | Business type: BPO | Full time employees: 2014 | Services provided: Various | Top local manager: John Lyons, Director

www.ceeOutsourcingAwards.com

BPO Barona HR Services Tel.: 12 341 42 65 | Global HQ: Finland | Business type: BPO

SSC CGI Information Systems | Date started: 2014 | Business type: SSC | Services provided: BPO, IT | Top local manager: Bartlomiej Niescierowicz , Director

2018

Poland Kraków

SSC CH2M HILL

SSC EDF

SSC Google Operations Centre

Tel.: 22 556 5368 | Global HQ: France | Business type: SSC | Services provided: F&A, HRO, CP, ITO, Engineerig | Top local manager: Marcel Maslej, Finance Director, SSC

SSC Chatham Financial

SSC Electrolux Centrum Ksiegowo-Finansowe

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

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

CEE Shared Services and Outsourcing Directory

SSC Cisco Systems Poland | Global HQ: San Jose, CA, US | Date started: 2012 | Business type: SSC | Full time employees: 1200 | Services provided: Cisco Global Services Center in Kraków including departments like Services (Advanced, Cloud & Managed and Technical), Finance and Operations. | Top local manager: Ramon Tancinco, Director, Cisco Kraków Site lead

BPO Clifford Thames | Date started: 2014 | Business type: BPO | Full time employees: 500 | Services provided: Business Analytics

BPO Comarch | Business type: BPO | Full time employees: 1000 | Services provided: IT | Top local manager: Janusz Filipiak, President of the Board

SSC Ericpol Telecom

SSC Hays Center Of Excellence

| Date started: 2014 | Business type: SSC | Services provided: BPO, IT | Top local manager: Pawel Szczerkowski

Tel.: +48225845695 | Date started: 2011 | Business type: SSC | Full time employees: 175+ | Services provided: internal SSC for Hays group: HR , talent management and recruitment services in EMEA | Top local manager: Michal Sokolowski, Director Centre of Excellence

ESET | Global HQ: Slovakia | Date started: 2014 | Business type: IT | Services provided: BPO, R&D

SSC Euroclear Bank

BPO HCL Poland

Tel.: 12 390 90 29 | Business type: BPO

First Utility SSC FQS Poland (Fujitsu)

SSC DeltaVista Poland SSC DreamLab | Date started: 2014 | Business type: SSC | Services provided: SSC, R&D | Top local manager: Sabina Staszczyk, Head of HR w DreamLab

SSC Ecolab

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

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

BPO Deloitte BPO

BPO Delphi Centrum Techniczne (TCK)

| Services provided: R&D/IT | Top local manager: Kamil Stanuch , GM

EPAM Systems

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

Grand Parade

GE Healthcare

SSC Herbalife EMEA Finance&Operations Service Centre Tel.: +48 12 349 93 00 | Global HQ: USA | Business type: SSC | Services provided: F&A | Top local manager: Martin Bartlett, VP, Finance & Ops, EMEA

BPO Genpact PL

BPO Hewitt Associates

| Business type: BPO | Services provided: HR

SSC Getinge Shared Services Tel.: 12-363-2292 | Business type: SSC | Top local manager: Joanna Wolicka (Dziedzic) , Business Area Finance SSC Site Manager

Tel.: 48-12-2616 100 | Business type: SSC | Services provided: SSC | Top local manager: Agnieszka Malinowska, Company Manager

www.ceeOutsourcingAwards.com

Hitachi Vantara Tel.: +48 660 445 145 eMail: career-krakow@hitachivantara. com www.hitachivantara.com | Global HQ: Santa Clara/California/United States | Date started: 2007 | Full time employees: 330 | Services provided: Finance/Accounting | Additional services provided from CEE: Finance CoE (Statutory and Tax, EMEA, Controllership, Credit and Treasury support), IT, HR SSC, Business Intelligence, Clients Services, Business Analytics, Internal Audit, | Languages spoken:

2018

Poland Kraków

English, German, Italian, Dutch, Japanese, Spanish, Portuguese, French, Russian | Other CEE locations: Warsaw | Primary sector(s): IT | Other operations: Global Business Services/ Centre of Excellence | Geographical scope: EMEA, US, LATAM | Expansion plans: 100 | Top local manager: Tomasz Brzostowski, Senior Director, Global Finance Shared Services | Other manager(s): Pawel Suliński, CI and Business Development Director | Top HR Manager: Monika Mostowik - Wanat, HR Business Partner

SSC HSBC Service Delivery

CEE Shared Services and Outsourcing Directory

| Date started: 2014 | Business type: SSC | Services provided: F&A, IT, HR, Data Analytics, Customer Support | Top local manager: Alexandra Schmidt, Head of Service Delivery

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

global leader in financial derivatives trading | Top local manager: Eoin McCoy, GM

SSC Kimberly-Clark | Date started: 2018 | Business type: SSC: F&A

SSC Iloop Mobile

SSC Lastminute

| Date started: 2014 | Business type: SSC | Services provided: BPO, call center

| Business type: SSC | Services provided: BPO

SSC innogy Business Services Polska

Tel.: 12 888 71 00 | Global HQ: USA | Business type: SSC | Top local manager: Magdalena Swat, Vice President of European Shared Services Center

Intelenet Global Services | Global HQ: India | Services provided: BPO

SSC International Paper Tel.: 12 252 60 00 | Global HQ: USA | Business type: SSC | Services provided: F&A, IT, Contact Centre | Top local manager: Bartosz Krawczyk, Business Analysis Team Leader

Intive | Global HQ: Germany | Services provided: SoftDev

SSC LSC Communications (Spinoff from RR Donnelley)

SSC Lufthansa Global Business Services Tel.: +48 (12) 334 80 00 | Global HQ: Germany | Business type: SSC | Full time employees: 500+ | Services provided: F&A, HR, Revenue Accounting, Procurement for whole Lufthansa Group. | Top local manager: Ewa Zietek-Biel , Head of Operations

SSC Lumesse Tel.: 12 342 15 27 | Business type: SSC | Services provided: BPO: IT, HR | Top local manager: Jaroslaw Arendarczyk , Service Delivery Manager

BPO IBM

J-labs Software Specialists

SSC Lundbeck

| Date started: 1996 | Business type: BPO | Services provided: Finance & Accounting Services | Top local manager: Jacek Buch, SSC Head, IBM Cognitive Process Services, Centre Operations Leader

| Services provided: BPO: IT.

| Date started: 2014 | Business type: SSC | Services provided: BPO

Tel.: 12 348 68 88 | Business type: SSC | Full time employees: About 130 | Services provided: HR, IT | Top local manager: Zuzanna Jawor , Managing Director of Group Business Services

SSC IG Group

SSC Kerfs Polen

Lurgi Poland

| Global HQ: UK | Date started: 2015 | Business type: SSC | Services provided: IT services and development for

Tel.: 12 285 71 90 | Global HQ: Belgium | Business type: SSC

| Date started: 2014 | Business type: Hybrid | Services provided: Engineering Services

SSC Kenexa

Winner Best University-Business cooperation of the Year

EPAM University Program – Belarus

CEE

Shared Services and Outsourcing Awards

• Partnerships with 17 universities locally in Belarus. • Established 29 joint laboratories and 12 joint chairs with major universities. • More than 8,500 people have participated in the University Program.

2018

www.ceeOutsourcingAwards.com

2018

Kraków Poland

Metrosoft Poland | Date started: 2014 | Business type: Hybrid | Services provided: BPO, IT | Top local manager: Paulina Zinnon, HR Director

Modis

implementation and transition, to performance optimisation and contract re-negotiation. In recent years we have broaden our service portfolio with Robotic Process Automation (RPA) and further optimisation and diagnostics programmes (Healthcheck and Perform). | Other operations: SSC & BPO Advisory Services | Geographical scope: Global | Top local manager: Adam Jamioł, Partner | Other manager(s): Michał Targiel, Robotic Process Automation Leader

SSC Quorum International | Business type: SSC | Services provided: R&D

| Business type: Hybrid | Services provided: BPO

SSC Motorola GSC Tel.: 12 297 9587 | Date started: 2014 | Business type: SSC | Full time employees: 1500+ | Services provided: R&D, F&A

SSC Ocado Technology Poland

SSC Rolls Royce HR Service Delivery

| Business type: SSC

| Date started: 2014 | Business type: SSC | Services provided: HR | Top local manager: Sylwia Natkaniec , HR Service Delivery Manager

SSC Perkin Elmer

SSC Sabre SSC Tel.: 12 296 70 00 | Business type: SSC

| Date started: 2011 | Business type: BPO | Full time employees: 120 | Services provided: IT, Automatyka

SKK Software Mind | Date started: 2014 | Business type: Hybrid | Services provided: BPO, IT

SPRINGER International Mobility Consulting Tel.: 48501417463 eMail: office@springer-imc.com http://springer-imc.com/ | Global HQ: Kraków | Date started: 2014 | Services provided: HR | Additional services provided from CEE: Legalization of work, Legalization of residence, Accommodation Employment optimization, Expat services Formalities | Languages spoken: English, Polish, Russian, Swedish | Other CEE locations: Warsaw, Poznań, Katowice | Primary sector(s): Consulting | Other operations: Supplier of HR/Employee Mobility services | Geographical scope: Poland | Top local manager: Aleksander Springer | Top HR Manager: Aleksander Springer

SSC Sappi Shared Services

SSC State Street

Tel.: 12 363 28 03 | Global HQ: Finland | Date started: 2012 | 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. | Top local manager: Bartosz Dyrkacz, Finance Shared Service Center Manager

| Global HQ: Boston, USA | Date started: 2007 | Business type: SSC | Services provided: Complex investment servicing solutions, including end-to-end investment fund accounting, derivatives processing, securities valuation, financial reporting and hedge fund administration, middle office, transfer agency, AML and compliance. More than 4500 employees across Krakow and Gdansk. | Top local manager: Scott Newman

PNO Consultants

SSC Schibsted Tech Polska

Stefanini

| Business type: Hybrid | Services provided: BPO, Business Analytics

Tel.: 12-222 00 48 | Global HQ: Norway | Business type: SSC | Services provided: IT development

Tel.: +48 502 425 260 eMail: jobspl@stefanini.com www.stefanini.com | Global HQ: Jaguariúna – São Paulo, Brazil | Date started: 2011 | Business type: ITO | Full time employees: 230, 300 | Services provided: IT/Digital Services | Languages spoken: Polish, Czech, Nordic and Baltic languages, German | Other CEE locations: Opole | Primary sector(s): IT Services / Software Development, Customer Support | Top local manager: Manuel Frade, CEO EMEA | Other manager(s): Lukasz Domoradzki, Site Operation Manager | Top HR Manager: Danusia Sandulescu, HR Business Partner

| Business type: SSC | Services provided: F&A | Top local manager: Joanna Gil, Site Leader and Controller

SSC Pliva Cracow | Business type: SSC | Full time employees: 100 | Services provided: R&D

SSC PMI Service Center Europe | Business type: SSC | Services provided: F&A, HR, Logistics, etc.

SSC Premier Farnell (Element 14) Tel.: 12 349 7000 | Business type: SSC

PwC - SSC & BPO Center of Excellence eMail: pwcpoland@pwc.com https://www.pwc.pl/en/services/ consulting/shared-service-centres.html | Date started: 2004 | Full time employees: 37 | Services provided: Others | Additional services provided from CEE: A highly specialised PwC SSC & BPO Centre of Excellence Team that successfully delivers projects for clients in Poland, CEE all over the Globe on their both global and local shared services and sourcing engagements - from strategy & feasibility,

2018

SSC Shell Shared Service Centre Poland Tel.: 48 22 570 00 00 | Business type: SSC | Services provided: F&A, Contact Centre | Top local manager: Piotr Dziwok, General Director

CEE Shared Services and Outsourcing Directory

Sterling Outsourcing

BPO Sii

SSC Tesco CE Innovation Centre

Tel.: 12 390 61 70

Tel.: 12 255 21 00

www.ceeOutsourcingAwards.com

Poland Legnica

Manager’s Profile

issues, support on daily basis the system users.

Michał Wierzbowski

Employee Issues – and what are the employment challenges in the coming years. Continuous automation of processes is enabling to achieve a two-digit percentage productivity. Low task activities are being progressively eliminated, therefore requirements towards employees are more and more focused on added-value assignments.

SSC Director, Orange Polska, Lublin, Poland Parent Company: ORANGE, Paris, France

CEE Shared Services and Outsourcing Directory

Your company’s operations in CEE? ORANGE is a leading telecommunication provider with 41 billion € revenue in 2017 and over 250 million clients worldwide, employing over 150,000 employees. SSC in Lublin is supporting Orange Polska Group companies with F&A and investment settlements processes, employing 300 FTE. RPA and Process Automation – please tell us what your company is doing in this space. Process automation has been an on-going strategy for the last 10 years of the SSC. It is the main source of productivity, enabling to eliminate the low task activities. RPA is an additional option to enhance the automation. First robots were applied in the SSC at the beginning of 2017, the new ones are engaged consequently. Orange Polska went through implementation of new ERP, Oracle Fusion in finance, which is now opening the new opportunities to use RPA. There is a reflection which needs to be kept in mind, RPA is not forcefully the only and best solution for all issues, it is one of the options, which is automatizing the process but not improving it. Therefore the strategy of SSC is to automatize processes,

| Date started: 2014 | Business type: SSC | Services provided: F&A, R&D

SSC Uber – Center of Excellence | Global HQ: USA | Business type: SSC | Services provided: customer services

SSC UPM – Kymmene | Global HQ: Finland | Business type: SSC | Services provided: IT | Top local manager: Andre Faust, Director

SSC WilsonHCG

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

using whole range of means, but improving the process firstly. 3 specific bits of advice to other firms considering setting up in CEE. First of all, there is a need to answer the question why SSC? Is it only to decrease the costs, to standardize and automatize the processes, or to achieve the visibility of the business, subsidiaries, or any other. Secondly is to have full support for the project at the very top of the company. Project without this support is a lengthy and difficult task with partial if any success at the end. Thirdly, create internal team of process engineers, having deep knowledge of IT systems and understanding the processes delivered by SSC. This team should be delivering automation solutions for the SSC, overcome IT technical

SSC Wyse Technology | Date started: 2014 | Business type: SSC | Services provided: R&D

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

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

Biggest surprises about operating an SSC centre in CEE. Positives: Quality of skills of people I work and worked with. Negatives/Improvements needed: Lack of understanding of some Managers within the company what is the potential of the SSC in supporting the business and creating added value for the company. Specific cost savings that your firm has achieved. Biggest savings - close to 50% from the starting point - came from transferring to one location all F&A activities. Further 50%-plus was achieved by introducing different automation solutions and processes. Michał has experience in setting up new business projects within trading and sales for international companies. For the last 15+ years he’s active in the SSC/BPO business, managing outsourced project within Accenture, then running SSC for Technicolor and Orange.

planned in start-up stage | Services provided: New SSC: F&A. | Top local manager: Rafal Szmajser, Director

Legnica SSC Hans-Jürgen Schmidt Polska Tel.: 22 528 67 69 | Global HQ: Portugal | Business type: SSC | Top local manager: Jürgen Schmidt, Prezes Zarz?du

Lębork BPO TIM Outsourcing | Date started: 2012 | Business type: BPO | Full time employees: 115 | Services provided: F&A

Lublin Agencja Rozwoju i Modernizacji Rolnictwa | Business type: ITO | Full time employees: 50-100

zooplus SSC Zurich Insurance Group | Global HQ: Switzerland | Date started: 2016 | Business type: SSC | Full time employees: 160+

www.ceeOutsourcingAwards.com

Altkom Software & Consulting Tel.: 22 460 99 31 | Business type: ITO | Full time employees: 10-50

2018

Lublin Poland

Arcus Systemy Informatyczne

SSC CTNT Polska

BPO Genpact Poland

Tel.: 81 45 21 600 | Business type: ITO | Full time employees: 50-100

| Business type: SSC/BPO

Asseco Business Solutions

| Business type: SSC/BPO | Full time employees: <10

Tel.: 81 535 30 00 | Business type: ITO | Full time employees: >250 | Services provided: IT

Data Flow

Infinite

| Business type: ITO | Full time employees: 10-50

Billennium

DataArt Lublin

Tel.: 81 745 17 50 | Business type: ITO | Full time employees: 200-250 | Services provided: R&D

| Business type: ITO | Full time employees: >250

Tel.: 81 463 19 31 | Business type: ITO | Full time employees: 100-150

Intelwise

BitStream

SSC Cushman&Wakefield

| Business type: ITO | Full time employees: 10-50

Tel.: 81 444 10 11 | Business type: ITO | Full time employees: 10-50

Edge One Solutions

Britenet

eLeader

Tel.: 81 527 86 75 | Business type: ITO | Full time employees: 200-250 | Services provided: IT

Tel.: 81 536 96 90 | Business type: ITO | Full time employees: 100-150

| Business type: ITO | Full time employees: 50-100

Intive (formerly BLStream)

embiq

Codete

| Business type: ITO | Full time employees: 10-50

Tel.: 81 538 34 00 81 528 94 32 | Business type: ITO | Full time employees: 100-150

Tel.: 22 318 56 00 | Business type: SSC/BPO | Full time employees: 50-100

SSC Euro RTV AGD | Business type: SSC/BPO | Full time employees: 200-250

Compugroup Medical

SSC KS Engineering Technology (IBS GmbH) | Business type: SSC/BPO | Full time employees: 10-50

SSC EOS KSI

Comarch

SSC Kredyt Inkaso Centrum Operacyjne w Lublinie Tel.: 81 464 85 99 | Business type: SSC/BPO | Full time employees: 50-100

Mikrobit Tel.: 81 528 03 51/52/53 | Business type: ITO | Full time employees: 10-50

Milo Solutions | Business type: ITO | Full time employees: 10-50

Tel.: 81 444 20 15 | Business type: ITO | Full time employees: 150-200

Finanteq | Business type: ITO | Full time employees: 100-150

Mobica Limited

SSC Convergys Corporation

SSC Generali (Proama)

Tel.: 81 464 16 51 | Business type: ITO | Full time employees: 50-100

Tel.: 81 458 10 54 | Business type: SSC/BPO | Full time employees: 200-250

| Business type: SSC/BPO | Full time employees: >250

SSC Mobile Knights (formerly SST) Tel.: 48506785565

Winner

CEE Shared Services and Outsourcing Directory

| Business type: ITO | Full time employees: 10-50

Emerging City of the Year â&#x20AC;&#x201C; Poland

Lublin â&#x20AC;˘ 12 new projects announced

CEE

Shared Services and Outsourcing Awards

2018

35 www.ceeOutsourcingAwards.com

Poland Łódź

| Business type: SSC/BPO | Full time employees: 50-100

nocowanie.pl | Business type: ITO | Full time employees: 50-100

Nplay

| Date started: 2011 | Business type: SSC | Full time employees: 250 | Services provided: SSC

SSC Quad Graphics

SSC Warta24

| Business type: SSC/BPO | Full time employees: 10-50

| Business type: SSC/BPO | Full time employees: >250

Tel.: 81 561 80 00 | Business type: ITO | Full time employees: 50-100

SSC Randstad Payroll Solutions

Webchilli

| Business type: SSC/BPO | Full time employees: 50-100

Tel.: 81 458 11 50 | Business type: ITO | Full time employees: 10-50

SSC OEX Voice CC

Sii (oddział Lublin)

| Business type: SSC/BPO | Full time employees: >250

ZETO

SSC Open Finance

Tel.: 81 45 46 888 | Business type: ITO | Full time employees: >250 | Top local manager: Artur Palac, Delivery Centre Director

| Business type: SSC/BPO | Full time employees: 100-150 | Services provided: Call Center.

Smart Education International

Luboń

| Business type: ITO | Full time employees: 10-50

CEE Shared Services and Outsourcing Directory

OPTeam | Business type: ITO | Full time employees: 10-50

SoftSystem

Optronik Przedsiębiorstwo Innowacji Technicznych

Tel.: 17 875 13 00 | Business type: ITO | Full time employees: 50-100

Tel.: 81 743 85 15 81 743 85 15 | Business type: ITO | Full time employees: 10-50

Orizon Group | Business type: ITO | Full time employees: 10-50

Solet Tel.: 81 458 11 58 | Business type: ITO | Full time employees: 10-50

Sollers Consulting Tel.: 81 460 32 50 | Business type: ITO | Full time employees: 50-100

Sygnity | Business type: ITO | Full time employees: 10-50

Tel.: 81 718 42 00 | Business type: ITO | Full time employees: 10-50

Łódź SSC ABB Tel.: 42 299 30 00 | Business type: SSC | Services provided: SSC | Top local manager: Grzegorz Okrasa, Area Sales Manager

Syntea

BPO Accenture

Tel.: 82 441 11 77 81 446 76 06 | Business type: ITO

SSC Pekao Faktoring

SSC Tartasso

| Business type: SSC/BPO | Full time employees: 50-100

| Business type: SSC/BPO

SSC PhlexGlobal

telecomWORLD

Tel.: 81 460 56 40

| Business type: ITO

| Date started: 2001 | Business type: Hybrid | Full time employees: 150 | Services provided: F&A

SSC Tesseract Dev

Agreeya Mobility Poland

| Business type: SSC/BPO | Full time employees: 10-50

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

SSC Vistra | Business type: SSC/BPO

Transition Technologies Tel.: 81 46 03 470 | Business type: ITO | Full time employees: 50-100 | Services provided: ITO | Top local manager: Urszula Kwiatkowska

Trimetis

ACS Solutions Poland/Xerox

AMG.net | Date started: 2014 | Business type: Hybrid | Full time employees: 100 | Services provided: IT, Customer Care

Tel.: 81 458 11 70 | Business type: ITO | Full time employees: 10-50

AppYourself | Global HQ: Niemcy | Date started: 2012 | Business type: IT

SSC Poltel (formerly Coltel)

uPaid

ArCADiasoft

Tel.: 81 531 08 41 | Business type: SSC/BPO | Full time employees: 150-200

| Business type: ITO | Full time employees: 50-100

| Global HQ: Polska | Date started: 1998 | Business type: IT

SSC Proama

SSC Verona Consulting

SSC Arynga

| Business type: SSC/BPO | Full time employees: 50-100

| Date started: 2013 | Business type: SSC | Full time employees: 40 | Services provided: IT, R&D

Tel.: 81 460 72 07

www.ceeOutsourcingAwards.com

2018

Manager’s Profile

Andrea Marciandi EMEA Shared Services Director, Whirlpool EMEA SSC - Whirlpool Company Polska, Łódź Parent Company: Whirlpool EMEA Spa, Italy

Your company’s operations in CEE? Our SSC is the centralized partnering organization at the heart of Finance, where all finance-related operations for EMEA converge – starting from supply chain and vendor activities, through sales and customer relations, up to financial accounting and statutory reporting. Certain activities have been shifted from the local organizations and the process ownership has been transferred to a dedicated organization – the SSC. Ths SSC employs today around 300 FTE and supports 21 countries and over 39 legal entities.The Lodz SSC comprises today of the following functions: 1. Record To Report : General Accounting, Intercompany, Asset Accounting, Banking, Journal Entry, Statutory Reporting and Compliance. 2. Bill To Cash : Bank and Cash Collections, Customer Master Data Management and AR Analysis. 3. Procure To Pay : Vendor Master Maintenance, Invoice Scanning and Archival, Invoice Processing, Employee Expense Processing, Disbursement and Query Management. Explain why your company set up operations in Lodz, and any specific factors that influenced the company’s decision: In July 2017 all activities were centralized in the new SSC in Lodz, consolidating what was previously performed in Ireland, Italy and India. Poland has been selected for the following reasons: growing economy, one of the highest GDP growth in Europe - one of the main markets for household appliances and one of the most attractive countries for manufacturing facilities - well developed infrastructure and most dynamic SSC sector in Europe - availability of talents and experienced professionals - proximity to other European markets In particular we have selected Lodz district for the following reasons: - availability of new real estate opportunities where we could build a winning workplace office - leverage the SSC

| Top local manager: Lalit Kumar Gupta, managing director

Asseco | Global HQ: Polska | Date started: 1965 | Business type: ITO

2018

already existing with more than 80 professionals. How has your business changed in CEE over the last 2-3 years? And what do you foresee in the next 2-3 years? In the last few years our organization has gone through a journey of integration resulting from the major acquisition. It has been a successful journey and in the next couple of years business will get benefited by this. RPA/Process Automation – please tell us what your company is doing in this space. We are planning to start our first proof of concept for Robotic automation within SSC in the second half of 2018. We are currently evaluating which processes will better benefit from RPA and we will evaluate further investments based on results of POC. We expect benefits in terms of process efficiency and quality improvements. 3 specific bits of advice to other firms considering setting up SSC/BPO operations in CEE: Our advice is to create a shared services model considering following aspects. Most organi-

sations start their feasibility study without a clear vision of what they can achieve. A. You should use the feasibility phase to develop your vision, define how processes should be split between local businesses and the SSC/ BPO, define technology to be used, assess potential locations and agree on the most appropriate solution. B. By the end of this phase your, business case should set out financial and nonfinancial benefits. Employee Issues – and what are the employment challenges in the coming years. We have recruited over 200 people in 2017 for the new centre, reaching almost 300 employees, considering the consolidation of the existing center already active in Lodz since 2004. Activities went from on-boarding of all new employees to the the establishment of policies and procedures to support the staff. Biggest surprises (positive and negative) about operating an SSC centre in CEE: Positives: There is good availability of human resources in CEE to support Whirlpool business not only with the technical know how, but also with the requisite language skills. Negatives/Improvements needed: This also poses a threat to retain the talent within the organization. Most of the workforce consist of millenials and managing their career aspirations could be a challenge. Specific cost savings that your firm has achieved. Cost savings come from a combination of many different factors, first of all from process standardization and continuous improvement. Secondly, Poland represents a competitive market in term of personnel costs, where the combination of labour costs and available competencies and skills can be considered optimal. Finally, investment in new technologies and system can also bring significant cost benefits and increase quality of services provided. Bio: Andrea started his career in KPMG Italy, where he has experienced both audit and consulting engagements. After a period in Giovanni Crespi Spa as Corporate Finance Manager and Treasurer, he joined Whirlpool EMEA in 2008,where he covered roles of increasing responsibility within Internal Audit department. Since 2017 he is responsible for EMEA Shared Services and he has been leading the centralization and consolidation project, which led to the opening of the current SSC in Lodz.

BPO Atos Origin

SSC Bank Pekao

| Business type: BPO | Full time employees: 85 | Services provided: Finance and accounting

| Business type: SSC | Full time employees: 300 | Services provided: Back-office, call centre

SSC B/S/H Group

SSC Barry Callebaut

Tel.: 801 191 534 | Date started: 2007 | Business type: SSC | Services provided: R&D, IT | Top local manager: Emilia Kowalczyk ,

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

www.ceeOutsourcingAwards.com

CEE Shared Services and Outsourcing Directory

Łódź Poland

Poland Łódź

Bluesoft | Global HQ: Polska | Date started: 2002 | Business type: ITO

SSC Dalkia Services

SSC Clariant Polska

| Date started: 2006 | Business type: SSC | Full time employees: 220 (both offices Łódź & Poznań) | Services provided: Finances (AP, AR), Invoicing, HR&payroll, IT, Risk Management & Insurance

Tel.: 42 278 11 23 | Date started: 2006 | Business type: SSC

| Global HQ: Polska | Date started: 1999 | Business type: BPO | Services provided: BPO: Digital Services

BMS | Business type: Hybrid | Services provided: IT, R&D

SSC BNP Paribas Cardif Services

CEE Shared Services and Outsourcing Directory

| Global HQ: USA | Date started: 2005 | Business type: SSC | Top local manager: Piotr Rutkowski, Project Manager, R&D Center

BPO Deloitte Digital

SSC BRE Centrum operacji

Comarch

SSC DHL Express

| Business type: SSC | Services provided: IT

| Global HQ: Polska | Date started: 2007 | Business type: ITO

BPO BSS – Business Support Solution

Commerz Systems

| Date started: 2010 | Business type: BPO | Full time employees: 332 | Services provided: F&A

| Global HQ: Niemcy | Date started: 2017 | Business type: IT

Tel.: 42 634 53 45 | Global HQ: USA | Date started: 2007 | Business type: SSC, Call Center | Top local manager: Marta Wojewnik, Head of Customer Service

BPO Capita

SSC Commerzbank

Dimar

| Global HQ: Niemcy | Date started: 2016 | Business type: SSC

| Global HQ: Irlandia | Date started: 2007 | Business type: BPO

BPO Conduent

Cardif

| Global HQ: USA | Date started: 2010 | Business type: BPO

| Global HQ: Francja | Date started: 2010 | Business type: Call Center

SSC Centrum Bankowosci Bezposredniej | Business type: SSC

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

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

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

SSC Citi Handlowy

SSC Ericpol Telecom Tel.: 42 664 25 00 | Date started: 2011 | Business type: SSC | Services provided: IT

Ericsson | Global HQ: Polska | Date started: 1991 | Business type: ITO

Exaco | Global HQ: Polska | Date started: 2014 | Business type: IT

Tel.: 42 6127726

Winner

Best new office development for SSC/BPO sectors

Nowa Fabryczna (Łódź, Poland)

CEE

• Nowa Fabryczna is the newest addition to NCŁ, located by the new Lodz Fabryczna railway station, surrounded by the new infrastructure. • Nowa Fabryczna is the first commercial project built within this area (21,000 sm)

Shared Services and Outsourcing Awards

2018

www.ceeOutsourcingAwards.com

2018

located between Manufaktura and Piotrkowska Street excellent tram and bus communication modern architecture referring to historical buildings attractive retail and services outlets 6 office levels and over 28 thousand m2 of total area

MODERN OFFICE SPACE IN THE CENTER

OF ÓD

construction completion date in Q2 2018 326 underground parking lots and charging stations for electric vehicles

Contact: +48 603 627 474 • www.ogrodowa-office.com

Poland Łódź

SSC FlintGroup

SAP services, Risk management, tax management, Consulting | Top local manager: Agnieszka Jackowska , Center Head

| Global HQ: Luksemburg | Date started: 2015 | Business type: SSC

INTERsoft

Fujitsu Technology Solutions

CEE Shared Services and Outsourcing Directory

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

SSC Nordea Operation Center Tel.: 42 638 01 50 | Date started: 2014 | Business type: SSC | Top local manager: Grzegorz Zarzycki, Head of KYC Processing Poland

Open R&D | Global HQ: Polska | Date started: 2012 | Business type: R&D

SSC GE Power Controls

SSC Lumileds

SSC PGE Obrót

Tel.: 42 677 71 03 | Date started: 2004 | Business type: SSC | Top local manager: Ewelina Magiera-Baran, Associate Financial Analyst

| Global HQ: Holandia | Date started: 1990 | Business type: SSC

| Global HQ: Polska | Date started: 2014 | Business type: SSC

Pixel Technology

Magellan

| Global HQ: Polska | Date started: 1992 | Business type: IT

| Global HQ: Polska | Date started: 1999

GFT

SSC PKO BP

| Global HQ: Germany | Date started: 2008 | Business type: ITO

MakoLab

Harman

SSC mBank

| Global HQ: USA | Date started: 1999 | Business type: ITO

| Date started: 2001 | Business type: SSC | Full time employees: 800 | Services provided: Call center, Finance and accounting

Hexagon

| Global HQ: Polska | Date started: 2006 | Business type: SSC

| Global HQ: Polska | Date started: 1989 | Business type: ITO

SSC PKP Energetyka

| Global HQ: USA | Date started: 2010 | Business type: R&D

SSC McCormick Shared Services

Idemia | Global HQ: France | Date started: 2015 | Business type: IT

Mellon | Global HQ: Grecja | Date started: 2011 | Business type: Call Center

PKP Informatyka | Global HQ: Polska | Date started: 2013 | Business type: IT

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

SSC Poyry Tel.: 42 6380400

Winner Top CSR initiative of the Year – Poland

Cisco Networking Academy

CEE

• 25 000 students, 417 educational institutions and 724 trained instructors participate. • Program has reached 7.8 million students in 180 countries.

Shared Services and Outsourcing Awards

2018

www.ceeOutsourcingAwards.com

2018

Łódź Poland

| Business type: SSC | Services provided: R&D | Top local manager: Dariusz Rogala, Zarz?dzanie Projektami

Michalec, Director Global Sourcing, Global Product Division Indirect

SSC Prudential

Scanaqua

| Global HQ: Finland | Date started: 2001 | Business type: Hybrid

| Global HQ: Polska | Date started: 2010 | Business type: SSC

BPO Randstad Payroll Solutions

Sii

SSC Taxcare

| Global HQ: Francja | Date started: 2012 | Business type: ITO

| Global HQ: Polska | Date started: 2013 | Business type: SSC | Services provided: BPO

SSC PZU

SSC Royal Philips Tel.: (22) 571 00 00 | Date started: 2003 | Business type: SSC | Services provided: SSC | Top local manager: P.K. Sinha, Global Head & Senior Director Procurement Shared Services

SSC SISA Polska Tel.: 42 636 99 40 | Global HQ: Belgium | Business type: SSC | Top local manager: Stephaan Elie Van Merris, Prezes Zarzadu

Technitel

STX Next

Teleca

| Global HQ: Polska | Date started: 2016 | Business type: IT

| Date started: 1999 | Business type: Hybrid | Full time employees: 150 | Services provided: IT

SSC SUM

SSC Rule Financial | Date started: 2014 | Business type: SSC | Full time employees: 150 | Services provided: IT, Finance

Tel.: 42 630 70 16 | Global HQ: Canada | Business type: SSC | Services provided: SSC | Top local manager: Janusz Komorowski, Prezes

| Global HQ: Polska | Date started: 2005 | Business type: ITO | Services provided: IT centre

Telmon | Global HQ: Polska | Date started: 2011 | Business type: Call Center

SSC Samsung R&D

T-mobile

SSC TomTom

| Date started: 2013 | Business type: SSC | Full time employees: 150 | Services provided: IT R&D

| Global HQ: Polska | Date started: 2000 | Business type: Call Center

| Date started: 2007 | Business type: SSC | Full time employees: 205 | Services provided: BPO: Customer Care, CS Support Services IT

SSC Sanitec SSC

Tel.: 42 273 20 00 | Global HQ: Japan | Date started: 2010 | Business type: SSC | Services provided: F&A, customer service

SSC Takeda SCE

Winner

CEE

Shared Services and Outsourcing Awards

Tradenet | Date started: 2013 | Business type: Hybrid | Services provided: IT

BPO firm of the year – CEE

Cognizant Technology Solutions (Lithuania, Poland) • 3 Centres in CEE: Budapest(600+ FTEs), Gdansk (250+ FTEs), Vilnius (613+ FTEs) • Digital Operations Hub for Nordic Financial Services (Vilnius)

2018

CEE Shared Services and Outsourcing Directory

SSC Signify (formerly Philips Lighting)

41 www.ceeOutsourcingAwards.com

Poland Mława

Transition Technologies Tel.: 42 664 97 20 | Business type: Hybrid | Services provided: IT

Olsztyn Citi

SSC Unicredito | Date started: 2006 | Business type: SSC | Full time employees: 100 | Services provided: IT

BPO Transcom Worldwide Poland | Business type: BPO | Full time employees: 500+

CEE Shared Services and Outsourcing Directory

Vistex

Opole Axxiome Polska Tel.: + 48 71 750 40 50 | Business type: Hybrid | Services provided: IT | Top local manager: Roland Szymik, Senior Technical Consultant

SSC Bright Coders’ Factory

BPO Administration Personnel Services

BPO Capgemini, Infrastructure Services

Allegro

| Global HQ: UK | Date started: 1999 | Business type: IT | Full time employees: >1000

| Global HQ: USA | Date started: 2008 | Business type: IT

SSC Warta insurance | Global HQ: Polska | Date started: 2001 | Business type: SSC

ZETO | Business type: Hybrid | Services provided: IT centre

BPO Opta data | Business type: BPO | Top local manager: Wilfried Engel,

Mława SSC LG Electronix | Business type: SSC | Services provided: R&D | Top local manager: Ewa Lis, PR Manager

Nadarzyn SSC MAN Truck & Bus Polska Tel.: 22 738 69 00 | Global HQ: Germany | Business type: SSC | Top local manager: Marta Stefańska, Specjalista ds komunikacji

SSC PZU SA/PZU Życie Tel.: 690953093 | Global HQ: Poland | Business type: SSC | Full time employees: 50 | Services provided: SSC

Analyx | Global HQ: Germany | Date started: 2005 | Business type: KPO | Full time employees: 50-100

SSC Sindbad

SSC BAE Systems

Stefanini | Date started: 2017

BPO Banach Outsourcing

Oświęcim

BPO Synthos | Business type: BPO | Services provided: opening new centre in 2016

Poznań SSC A. Schulman

Tel.: 61 668 19 00

www.ceeOutsourcingAwards.com

2018

Poland Poznań

SSC BZ WBK Obszar Direct Banking

BPO Ciber

Duni EFF

| Business type: SSC | Full time employees: 50100 | Services provided: Finance

SSC Cleeng

Egnyte

| Global HQ: USA | Date started: 2014 | Business type: R&D | Full time employees: 100-200

Capgemini Software Solution Center | Global HQ: France | Date started: 2015 | Business type: IT R&D | Full time employees: 200-500

CEE Shared Services and Outsourcing Directory

SSC Carlsberg Shared Services | Global HQ: Denmark | Date started: 2006 | Business type: SSC | Full time employees: 200-500 | Services provided: F&A, Non-financial: Master data, Procurment and Suply chain, E-procurment, SAP consulting, Controlling, Business analysis, Statistics, Logistics | Top local manager: Michal Koscianek, General Manager

SSC Elavon Merchant Services | Business type: SSC

Etteplan | Global HQ: Finnland | Date started: 2017 | Business type: R&D | Full time employees: <50

BPO Deloitte BPO

SSC Euroflorist

| Date started: 2008 | Business type: BPO | Full time employees: 13 | Services provided: Bookkeeping, Accounting, Payroll and HR administration

| Global HQ: Netherlands | Date started: 2015 | Business type: SSC

SSC DFDS Polska | Date started: 2012 | Business type: SSC | Full time employees: 200-500 | Top local manager: Radek Mierzejewski, Director

Winner Shared Services Firm of the Year – Poland

GSK Tech Poznan – BSC Poznan

CEE

Shared Services and Outsourcing Awards

2018

www.ceeOutsourcingAwards.com

2018

Manager’s Profile

Anna Berczynska

skillset in the SSC/BPO industry along with

Director ROCKWOOL Global Business Services, Poznan Parent Company: ROCKWOOL International, Denmark

Your company’s operations in CEE? ROCKWOOL Global Business Services is a multi-functional captive centre established in September 2016 in Poznan currently with 200 employees providing complexity of services such as F&A, Master Data, Controlling, Internal Audit, Compliance, Taxes, IT, HR and Operations & Technology supportive functions (CAD designing, machinery compliance). Poznan’s centre is the first and the only competence centre in ROCKWOOL Group (RW). Our staff takes part in group strategic projects such as digitalization of ROCKWOOL processes and standardization & harmonization of finance function. The synergy of IT & Finance competences in our centre allows RW group to leverage our services word-wide starting from RW’s customer experience platform, acceleration of financial reporting and better internal processes & tools for all departments.

development of RPA & cognitive solutions in the upcoming 2-4 years. RPA and Process Automation – please tell us what your company is doing in this space. We have just started the RPA journey in our centre with the least complex processes on purpose to eliminate human touch from unstructured data handling, workflows, data sourcing and reporting. In the next steps we would like to consider implementing machine learning and cognitive solutions.

Employee Issues – and what are the employment challenges in the coming years. Since September 2016 we have kept our recruiting engine on full speed growing to the current level of 200 employees with relatively senior and complex competence set. We’ve been successful in attracting talents and retaining talents so far by creating a vibrant work atmosphere, activity based office with chill-out zones, audio-studio, silent rooms and ergonomic work desks. Definitely the growing demand for talents has a significant impact on a talent availability and there is still a lot to do in terms of breaking the glass ceiling in the SSC/BPO market for expatriates, people with disabilities and even millennial graduates who might not perceive centres as a life balance type of a workplace. The higher-education system should increase their emphasis on preparing students for future jobs with communication, problem-solving, analytical thinking and quality of foreign languages. It seems that universities are more and more open to business partnering and they’ve been trying to catch up with study programmes, but there should be more investment in digital solutions to prepare the next generation of graduates for the new era of the BPO/SSC sector within the next five years. Biggest surprises about operating an SSC centre in CEE. Positives: maturity of the SSC market translated into very good talent pool and very good and supportive investment environment. Negatives/Improvements needed: bureaucracy, lack of flexible work schedules regulations, lengthy work permits formalities and salary inflation in the industry.

How will your operations develop in the next 2-3 years? The centre was established 18 months ago so there has been no change since then. We definitely foresee significant change of the

3 specific bits of advice to other firms considering setting up in CEE. Firms considering SSC/BPO operations in CEE should take into account the maturity of the labour market and apply more complex multi-functional set-up since the beginning in purpose to support retention and provide advancement opportunities for their staff. Another important aspect of a new entrant into CEE is quite high level of bureaucracy connected with a set-up of a new legal entity. The BPO/SSC sector in Poland requires “refurbishment” as far as the labour law is concerned. This would allow more flexible working schemes, would create the appropriate facilities for investors within relatively bureaucratic legal environment, would promote the sector at universities and would support job opportunities for expatriates to fill in the talent pool gaps in the face of growing demand.

BPO External Services

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| Global HQ: USA | Date started: 2007 | Business type: R&D | Full time employees: <50

agent/ back office services/ fund accounting, SSC | Top local manager: Krzysztof Bronisz, Vice President Operations

Explain why your company set up operations here, and any specific factors that influenced the company’s decision: ROCKWOOL’s decision to set up the centre in Poznań was based on several key aspects, such as the labour market, the availability of skilled employees, the cultural fit with the company, the general business environment and the future ambitions of the city. The city was a good choice for this new investor, entering an already mature business services market.

SSC Fabres

BPO Finnchat

BPO Genpact PL

| Date started: 2014 | Business type: BPO | Full time employees: 50 | Services provided: online chat

SSC Franklin Templeton Investments Center

GFT

Tel.: 61 880 09 01

| Global HQ: Norway | Date started: 2015 | Business type: ITO/SSC | Full time employees: 50-100

2018

Anna Berczyńska is head of a global competence centre with 20-years experience specializing in multi-functional centre development and management, helping organizations to manage staff through complex changes by designing a customized multi-level communication program, and instilling a gene of continuous improvement and automation. An expert in motivating teams to achieve top-notched goals with the highest customer satisfaction rate.

www.ceeOutsourcingAwards.com

CEE Shared Services and Outsourcing Directory

Poznań Poland

Poland Poznań

SSC Grace

SSC GSK Services/lobal IT Centre

CEE Shared Services and Outsourcing Directory

SSC McKinsey EMEA Shared Services

| Global HQ: Japan/Germany | Date started: 1995 | Business type: ITO | Full time employees: 100-200

BPO Grant Thornton Frackowiak

| Date started: 2007 | Business type: SSC | Full time employees: 250+ | Services provided: SSC: IT services for GSK worldwide. | Top local manager: Monika Piorkowska, Service Manager, R&D Tech, SDS, LabWare Competency Center

Hicron | Global HQ: Poland | Date started: 2016 | Business type: ITO | Full time employees: 50-100

BPO Holicon | Date started: 2004 | Business type: BPO | Full time employees: 900 | Services provided: Call Center, Sales center, IT solutions, Personalized marketing

SSC Kerry Logistics Services (Europe) | Business type: SSC | Services provided: F&A, Logistics | Top local manager: Rafal Przychodzien, Shared Services Manager

BPO Kleffmann

Mobica | Global HQ: UK | Date started: 2017 | Business type: IT | Full time employees: <50

Nordcloud

SSC Lina Medical Group SSC

SSC IKEA Shared Services

SSC Lorenz Snack-World Services

BPO Intitek

IT Kontrakt

Mentor Graphics

Huawei

itelligence

SSC MAN Accounting Center

SSC O-I Business Service Center

BPO OEX Business Services | Global HQ: Poland | Date started: 2011 | Business type: BPO | Full time employees: <50

SSC Opera Software (d. BenQ) | Business type: SSC

SSC Mars Financial Services

SSC Osram

| Global HQ: Poland | Date started: 2012 | Business type: ITO | Full time employees: 200-500

www.ceeOutsourcingAwards.com

2018

Poznań Poland

Paymentwall

Selvita

Unilever Polska

| Global HQ: USA | Date started: 2016 | Business type: ITO | Full time employees: <50

| Global HQ: UK/The Netherlands | Date started: 2007 | Business type: R&D | Full time employees: 50-100

Sii

Polaris Laboratories Europe

SNP Poland (formerly BCC)

| Global HQ: Germany | Date started: 1995 | Business type: ITO | Full time employees: 200-500

Tel.: +48 618299210, eMail: sekretariatpoznan.pl-vcuw@veolia.com www.veolia.pl | Global HQ: Paris, France | Date started: 2006 | Business type: SSC/BSC | Full time employees: DEC 2017 - 234 | Services provided: Finance/Accounting | Additional services provided from CEE: IT, HR, others | Languages spoken: polish, english, french | Other CEE locations: Łódź, Warszawa | Primary sector(s): Energy | Geographical scope: Poland | Top local manager: Jowita Mytnik-Skała, Shared Services Centre CEO/President of Management Board | Other manager(s): Małgorzata Kleban, Director of Finance Department | Top HR Manager: Marek Lewandowski, Director of Human Resources and Administration

SSC Veolia Centrum Usług Wspólnych

Sollers Consulting | Global HQ: Poland | Date started: 2016 | Business type: IT | Full time employees: <50

Sonalake | Global HQ: Ireland | Date started: 2016 | Business type: IT | Full time employees: 50-100

BPO ViaVox Call Contact Center

BPO Starter

| Global HQ: Poland | Date started: 2004 | Business type: BPO/ITO | Full time employees: <500

| Global HQ: Germany | Date started: 2000 | Business type: BPO | Full time employees: 100-200

Starter Truck Services

SSC Rehau

| Global HQ: Germany | Date started: 2015 | Business type: SSC | Full time employees: 50-100

SSC Steel Construct

BPO Savvis | Date started: 2012 | Business type: BPO | Services provided: ITO

SSC Scala Plastics Poland Tel.: 61 43 67 300 | Global HQ: Belgium | Business type: SSC | Top local manager: Bart Maria Eliane Van Hooland, Prezes Zarz?du

Seargin Tel.: +48 696 426 256 | Date started: 2016 | Business type: Hybrid | Full time employees: <50 | Top local manager: Kornelia Mironowicz, Office Manager

2018

SSC W.R.Grace

Tel.: 61 85 15 046 | Global HQ: Belgium | Business type: SSC | Top local manager: Gerard Wautier, Prezes

| Business type: SSC | Full time employees: 20 | Services provided: Research Laboratory | Top local manager: Jacek Walkowiak

SSC Wavin Polska

BPO Telcordia Technologies (Ericsson)

BPO ZETO

| Business type: BPO | Services provided: R&D | Top local manager: Michal Wodczak

TomTom | Global HQ: Nethertlands | Date started: 2017 | Business type: IT | Full time employees: <50

CEE Shared Services and Outsourcing Directory

SSC Pepco

47 www.ceeOutsourcingAwards.com

Poland Radom

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

BPO Telbridge Radom | Date started: 2007 | Business type: BPO | Full time employees: 200 | Top local manager: Artur Bakula

Ruda Śląska

CEE Shared Services and Outsourcing Directory

BPO Arteria | Business type: BPO | Full time employees: 300-500 | Services provided: ITO | Top local manager: Marcin Marzec, President of the Board

Rzeszów Ailleron

CATI, BPO | Top local manager: Jaroslaw Szpryngwald, President of the Board

| Top local manager: Tomasz Zarzycki, Project Manager at PGE Obrot SA

SSC Cross Jeans

PGS Software

| Business type: SSC | Full time employees: 20 | Services provided: R&D software

| Business type: IT | Full time employees: >250

D.A. Glass | Business type: R&D | Full time employees: >20 (only in R&D)

SSC Deloitte CE Business Services eMail: dcebsc@deloittece.com | Business type: SSC/BSC | Services provided: Finance/ Accounting

SSC Alumeco Services Asseco Poland | Business type: IT | Full time employees: >500

| Business type: R&D | Full time employees: 30 (only in R&D)

G2A.com | Business type: IT | Full time employees: >600

| Business type: R&D | Full time employees: >150 (n R&D)

Mobica Limited BPO Mobica Ltd Tel.: 17 717 65 38 | Date started: 2015 | Business type: BPO | Full time employees: 130 | Services provided: IT (software engineering)

Modules Garden | Business type: IT | Full time employees: >40

MTU AeroEngines Poland | Business type: R&D | Full time employees: 150 (only R&D)

Nestle Quality Assurance Center | Business type: R&D | Full time employees: 30 (only R&D)

CI Games | Business type: IT | Full time employees: <30

BPO OPTeam | Business type: IT/BPO | Full time employees: >200

Comarch | Business type: IT | Full time employees: >30

BPO ContactPoint

| Date started: 2003 | Business type: BPO | Full time employees: About 600 | Services provided: Call center,

| Business type: IT | Full time employees: >500

BPO Systemy Informatyczne Set(h)

Unicall Communication Group Poland | Business type: CC | Full time employees: <100 | Services provided: BPO/CC | Top local manager: Marcin Łukaszik, sales manager

| Business type: IT | Full time employees: >40

| Business type: BPO | Full time employees: >10

BPO Carlson Wagonlit Travel

Sii Polska

| Business type: BPO | Full time employees: >20 | Services provided: IT | Top local manager: Krzysztof Bobran, President

| Business type: R&D | Full time employees: >20 (only R&D)

| Business type: BPO/CC | Full time employees: >400

| Business type: F&A | Full time employees: >30

BPO Ideo

Borg Warner Poland

| Business type: CC | Full time employees: >200

PwC

SoftSystem

ML-SYSTEM

Call Center Poland

PrimeBit Studio

Tel.: 17 888 20 00 | Business type: SSC | Full time employees: 200 | Services provided: R&D | Top local manager: Raul Tapesko

| Business type: IT | Full time employees: >20

BPO BPO Next Door

SSC Pratt&Whitney Rzeszów | Business type: SSC and R&D | Full time employees: 200 (only in R&D) | Services provided: F&A | Top local manager: Weslaw Bomba, Director

| Business type: IT | Full time employees: >10

SSC Hamilton Sundstrand

| Business type: IT/BPO | Full time employees: >180

ATOS Polska

| Business type: CC | Full time employees: >100

| Business type: IT | Full time employees: <50

FIBRAIN

| Business type: IT | Full time employees: >60

| Business type: SSC | Full time employees: >50

PKO BP

VEGACOM | Business type: IT | Full time employees: <40

BPO ZETO-RZESZÓW Tel.: 17 852 13 55 | Business type: BPO | Full time employees: 100 | Services provided: IT | Top local manager: Adam Jan Źarnowski, Cz?onek Rady

Sandomierz SSC NSG | Business type: SSC | Services provided: F&A | Top local manager: Stops, Mike, Group Director Service Centres

Skawina

BPO PCG Academia

SSC CEZ Polska Shared Service Center

| Business type: BPO | Full time employees: <50

Tel.: +48 12 277 8325 | Business type: SSC | Top local manager: Nikola Nagyova, Marketing & Communication Senior Specialist

SSC PGE Obrót Tel.: 422 222 222 | Date started: 2014 | Business type: SSC | Services provided:

www.ceeOutsourcingAwards.com

2018

Sosnowiec Poland

BPO Argus Tel.: 32 291 85 24 | Global HQ: Poland | Business type: BPO | Services provided: BPO

Szczecin BPO arvato Bertelsmann Tel.: 91 351 85 00 | Global HQ: Germany | Date started: 2004 | Business type: BPO | Full time employees: 290 | Services provided: IT, lettershop, logistic conract center & back office, loyalty programs, financila services | Top local manager: Tomasz Wasikowski, Contact Center Manager

SSC Coloplast Business Centre

SSC Dansk Supermarked Group

BPO Convergys

Diebold Nixdorf Global Deliver Center EMEA | Services provided: SSC

GaveKal | Date started: 2008 | Business type: Hybrid | Services provided: BPO

BPO Genpact

brightONE

BPO CSP Customer Services Polska

BPO Genpact PL

| Date started: | Business type: BPO | Full time employees: 116 | Services provided: F&A

| Date started: 2013 | Business type: BPO | Full time employees: 100+ | Services provided: F&A,

CEE Shared Services and Outsourcing Directory

Sosnowiec

49 2018

www.ceeOutsourcingAwards.com

Poland Tarnowskie Góry

Procurement, Banking Services, Customer Services | Top local manager: Pascal Henssen

SSC Huuugegames

BPO Unizeto

BPO Magemar Polska Tel.: 91 430 88 91 | Business type: BPO | Top local manager: Philippe Mairlot, Prezes

CEE Shared Services and Outsourcing Directory

SSC Marine Technology Centre Tel.: 918310935 | Date started: 1971 | Business type: SSC | Full time employees: 100 | Services provided: R&D

Tarnowskie Góry BPO Sitel | Business type: BPO | Full time employees: 11 | Services provided: BPO Call Centre | Top local manager: Danuta Paruzel, President

Tczew

SSC Metro Services PL

BPO Vitax

| Date started: 2010 | Business type: BPO | Full time employees: 20 | Services provided: F&A

BPO Mobica

SSC Allegro IT Center

| Date started: 1999 (since 2008 in Toru?) | Business type: SSC | Full time employees: ca 50 (in Toru?) | Services provided: IT

SSC Netto

BPO Cemtel

| Date started: 2013 | Business type: SSC | Full time employees: 114 | Services provided: F&A

| Date started: 2000 | Business type: BPO | Full time employees: 70 | Services provided: Customer support

SSC PJM - Shipping & Trading

SSC CTDP

Tel.: 91 488 23 88 | Global HQ: Poland | Business type: SSC | Top local manager: Piotr Jerzy Mechowski, CEO

Toruń

SSC Cyfrowy Polsat | Date started: 2010 | Business type: SSC | Full time employees: ca 300 (in Toru?) | Services provided: Customer support

BPO Grant Thornton Tel.: 56 663 7041 | Business type: BPO | Full time employees: 18 | Services provided: BPO, Outsourcing finansowoksi?gowy, Outsourcing kadr i p?ac | Top local manager: Przemysław Polaczek, Managing Partner, International business centre Director

BPO TietoEnator

BPO OpusCapita

SSC Unicredit Business Integrated Solutions

Accounting | Top local manager: Karol Tymoszynski, Head of Global Competence Center

www.ceeOutsourcingAwards.com

BPO Telbridge | Date started: 2002 | Business type: BPO | Full time employees: ca 540 (in 2012) | Services provided: Customer support

Telmon | Date started: 2011 | Business type: Hybrid | Full time employees: ca 350 | Services provided: Customer support

Wągrowiec SSC BENECKE KALIKO Tel.: 67 268 54 90; 262 49 83 | Global HQ: Belgium | Business type: SSC | Top local manager: Ryszard Wozniak, Board member

Wrocław SSC 3M SSC EMEA Tel.: 71 395 96 00 | Date started: 2014 | Business type: SSC | Services provided: SSC: ITO,HR, F&A | Top local manager: Rafal Olejniczak, Director

BPO ACN | Date started: 2006 | Business type: BPO | Services provided: contact centre

Acturis Poland Tel.: 71 330 65 75 | Date started: 2013 | Business type: Hybrid | Services provided: R&D ,IT

Atos SSC Axiom Law Tel.: +48 71 738 3400 | Date started: 2014 | Business type: SSC | Services provided: legal advisory | Top local manager: Kamila Leszczyńska, Office Manager

Balluff Tel.: +48 71 382 09 00 | Business type: Hybrid | Services provided: R&D

BPO Birlasoft | Business type: BPO | Services provided: IT

BPO BL Stream | Date started: 1999 | Business type: BPO | Services provided: IT | Top local manager: Piotr Aniola

2018

Poland Wrocław

SSC BNY Mellon Tel.: 71 734 64 02 | Date started: 2008 | Business type: SSC | Services provided: SSC: F&A, Fund Accounting | Top local manager: Martin Ring, MD

BPO brightONE

CEE Shared Services and Outsourcing Directory

Tel.: 91 814 45 55 | Business type: BPO | Full time employees: 250 | Services provided: R&D | Top local manager: Jakub Borowczyk, Head of Business Development

SSC Dolby Poland Tel.: +48-71-7352-300 | Date started: 2012 | Business type: SSC | Services provided: R&D | Top local manager: Lukasz Bratek, Director

Droplr | Services provided: SoftDev

SSC C.H.Robinson Poland

SSC Enabledware

BPO GlobalLogic

Tel.: 71 719 23 00 | Global HQ: USA | Business type: SSC | Services provided: SSC: F&A | Top local manager: Aneta Czarnocka, SSC Manager

| Business type: SSC | Services provided: BPO

BPO Capgemini, Software Solutions Center

Google

| Date started: 2010 | Business type: SSC | Full time employees: 75 | 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.

BPO Ciklum

SSC Etteplan Poland

| Business type: BPO

| Date started: 2014 | Business type: BPO | Services provided: IT

| Date started: 2014 | Business type: BPO | Services provided: IT/help desk,software development

CORE Services

EY Global Shared Services (Poland

BPO HP GBC

Tel.: +48 71714 3000 eMail: wes@xe05.ey.com http://www.ey.com/pl/pl/ careers/students/global-delivery-services/ ey-gds-landing#fragment-0-na | Global HQ: GB/London | Business type: Hybrid | Full time employees: 1000 | Services provided: Finance/Accounting | Additional services provided from CEE: HR, Procurement, Marketing, Technology Services, Knowledge, RPA, Transaction Advisory, IT Advisory, Program Executive Services | Languages spoken: English, German, French, Spanish, Italian, Nordic languages | Other CEE locations: Warsaw | Primary sector(s): Advisory services | Geographical scope: Europe, US | Top local manager: Dariusz Sus, Location Leader

Tel.: 22 777 96 33 | Date started: 2005 | Business type: BPO | Services provided: F&A, Human Resources, Payroll, Customer Service, Marketing | Top local manager: Agnieszka Orlowska , GM

BPO Cogniance

SSC Credit Suisse (Poland) (Center of Excellence) Tel.: +48 71 388 38 71 | Date started: 2007 | Business type: SSC | Full time employees: 1000+ | Services provided: F&A, HR, Procurement, Customer Service, Financial Services, Knowledge Process Outsourcing, IT Support, Reporting, Design & Publishing Services

SSC CRISIL Global Research & Analytics (GR&A) | Business type: SSC | Full time employees: Planned 100 | Services provided: KPO Center (Mathematics) | Top local manager: Monika Radomska, HR Manager at Crisil Global Research & Analytics-Standard & Poor\\’s company

BPO CSS Corp | Business type: BPO | Services provided: IT

Descom Tel.: 666-926-482 | Global HQ: Finland | Business type: Hybrid | Services provided: SSC | Top local manager: Anders Lonn, General director

| Business type: SSC | Full time employees: 65 | Services provided: R&D (Whitegoods) | Top local manager: Juergen Hirath

SSC Diehl Controls Tel.: +48 71 7749-765

Epiq Systems SSC Espotel Poland

SSC Fagor Mastercook | Business type: SSC | Services provided: R&D (Whitegoods) | Top local manager: Ireneusz Bartnikowski

SSC Fresenius Kabi Business Services Tel.: +48 71 756 4201 | Date started: 2014 | Business type: SSC | Services provided: Medical (BPO F&A,IT) | Top local manager: Agnieszka Kuźmicka , VP, Head of SSC

| Date started: 2007 | Business type: Hybrid | Services provided: IT and marketing | Top local manager: Radosław Kokot

BPO Gorilla Group

Hicron | Date started: 2006 | Business type: Hybrid | Services provided: ITO | Top local manager: Bartosz Fudala

BPO HP Global e-Business Operations | Business type: BPO | Top local manager: Max Jouan, Director GBS Wroc?aw

BPO Impel Business Solutions | Date started: 1991 | Business type: BPO | Services provided: BPO (HR, IT, F&A) | Top local manager: Konrad Korczak, Director, Shared Services Center

SSC Geoban (Santander) Tel.: 58-760-6872

www.ceeOutsourcingAwards.com

2018

Wrocław Poland

Manager’s Profile

Sudheer Kaavil Valappil Site Director, BD Shared Services Center Wroclaw, Becton, Dickinson and Company (New Jersey, USA)

Your company’s operations in CEE? We started our European Shared Services center in Wroclaw in 2012, primarily supporting EMEA operations. Over time the center has grown to be a truly multifunctional GBS site covering select global and COE services. Operations are built around the four focus areas of Finance, Customer, Supplier and Associate Services. Supported teams include, Business Planning and Analysis, HR lifecycle, Customer Service, Supply Chain, E Commerce, Supplier Compliance, Master Data and other teams. The growth across the initial years was modest but very impactful. With a US$12 billion acquisition of Carefusion in 2015 and US$ 24 billion acquisition of CR Bard in 2017, there was a significant momentum in the growth of the center to ~500 employees currently. We moved to a brand new technology enabled office building in Wroclaw, where we have built a health focused and engaging work environment. Explain why your company set up operations here, and any specific factors that influenced the company’s decision: Key reasons behind the choice of location were: a) Access to highly educated and engaged workforce based on early-mover success stories, b) Regular inflow of fresh graduates from Wroclaw universities with good English and other European language skills, c) Very professional and supportive local government with mature services industry, d) A vibrant city with cultural depth that supports good work life balance, e) Attractive for international/national relocation including highly

Employee Issues? Concerned that we use highly educated intelligent workforce to do a lot of mundane work in this industry.

skilled expats and rare language specialists to compliment the local workforce. How will your operations develop in the next 2-3 years? CEE region and more importantly Poland has gone through a Business Services boom over the past few years and is getting closer to a high level of maturity. Most of the centers that invested in the initial years have been expanding, and many third tier cities that attracted little interest in the past have a handful of corner stone projects to showcase. Process Automation? Industry has come a long way with broader industry associations and maturity of discussion in the fields of Robotics, Business Intelligence, machine learning and other fast evolving trends. There is a good appetite within the industry to actively adopt service

SSC Infusion

SSC KPIT Cummins

Tel.: (+48) 12 341 9730 | Date started: 2012 | Business type: SSC | Services provided: ITO | Top local manager: Ewelina Dolata, HR Business Partner at Infusion

| Business type: SSC | Full time employees: 40 | Services provided: Accounting Center

BPO Luxoft

| Services provided: SoftDev

Tel.: 12 445 88 00 | Business type: BPO | Top local manager: Bartosz Strożek, Regional Director

SSC Irevna DeLaval Operations

Mahle

Tel.: 71 774 85 00 | Business type: SSC: Logistics & IT

SSC McKinsey & Company Poland Knowledge Centre

intive

SSC JP Weber | Date started: 2004 | Business type: SSC | Services provided: BPO (F&A) | Top local manager: Marcin Dudarski

2018

Tel.: +48 71 393 71 00 | Business type: SSC | Full time employees: 170 | Services provided: The Poland Knowledge Center (PKC) in Wroclaw is one of the fastest-growing Knowledge

3 specific bits of advice to other firms considering setting up in CEE. 1. Build a long term value proposition and not just a short term labor arbitrage-based model; test the validity of the model by engaging with some players already in the target market. 2. Invest time and energy in building leadership layers smartly, this is a people business and the onsite leadership who translate the global vision to the entry level employees can make or break the model. 3. Engage with the workforce, local government and universities early to ensure your approach to resourcing/policies are most optimal – iterate the model over the initial quarters to localize your practices without negotiating on corporate values/culture. 18+ years in the business services industries; Worked across the domains of F&A, HR, Sales, Supply Chain, BPO and SSC strategy; Passionate about driving innovation throug h design thinking and applying best in class technology solutions.

CEE Shared Services and Outsourcing Directory

enabling technologies. Given that most of the transactional and lower end tactical operations have been successful, I am seeing more advanced roles being staffed in the centers as talented employees start making inroads into the value pyramid. Given that most companies have done their initial use case pilots, we will see more aggressive adoption of robotics and artificial intelligence based on digital labor solutions in the region. Given the rapid growth of technology and service oriented startups in the region, it is only natural that big business SSC’s will start working with local solution providers to innovate customized solutions. I can also see a few business trends scaling to global adoption after being prototyped in the region.

Centers at McKinsey. More than 120 knowledge professionals work together across industries and functions to develop, maintain, and disseminate knowledge, deliver custom a | Top local manager: Mark Lobo, Head - McKinsey Knowledge Centre

SSC Merck | Date started: 2014 | Business type: SSC | Services provided: BPO (HR) | Top local manager: Magdalena Bystranowska, Managing Director

NBC SP Tel.: 48 71 758 34 00 | Services provided: IT, SoftDev

SSC Nokia Solutions and Network Tel.: 71 777 41 30

www.ceeOutsourcingAwards.com

Poland Wrocław

| Global HQ: Finland | Business type: SSC | Full time employees: 900 | Services provided: IT R&D

BPO Objectivity Bespoke Software Specialists

BPO Techland | Date started: 1991 | Business type: BPO | Services provided: IT | Top local manager: Pawel Marchewka

Tel.: +48 71 7494 000 | Global HQ: UK | Business type: BPO | Services provided: IT | Top local manager: Pawleł Grundys, Head of Project Management

SSC Research & Engineering Center

BPO Tequila Mobile

| Date started: 2008 | Business type: BPO | Services provided: IT | Top local manager: Wojciech Woziwodzki

SSC Ocado Technology

Ryanair Travel Labs Poland

| Date started: 2008 | Business type: BPO | Full time employees: | Services provided: BPO: IT, R&D, etc

| Global HQ: UK | Business type: SSC | Top local manager: Lukasz Brzezowski, Head of Ocado Technology Wroc?aw

OEX Group

CEE Shared Services and Outsourcing Directory

SSC Remy International | Business type: SSC | Services provided: R&D (Automotive)

SSC Santander Consumer Bank | Business type: SSC | Full time employees: Planned 300 | Services provided: BPO | Top local manager: Michal Kabath, HR Project Manager

BPO Tieto Poland

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

SSC Opera Software

SSC Siemens

BPO Transition Technologies

| Business type: BPO

SSC Parker Hannifin Tel.: 71 38 20 100 | Date started: 2013 | Business type: SSC | Services provided: BPO (F&A) | Top local manager: Piotr Brzuchnalski, GM

SSC QAD | Business type: SSC | Full time employees: 50 | Services provided: R&D | Top local manager: Jaroslaw Jackiewicz

BPO Qatar Airways European Customer Contact Center | Date started: 2012 | Business type: BPO | Services provided: BPO (contact centre) | Top local manager: Lukasz Kuropka, Acting HR Manager

SSC QIAGEN Business Services

Sigma

BPO Sii

BPO UNIT 4 TETA

| Date started: 2014 | Business type: BPO | Services provided: IT

SmartStream BPO SMT Software Tel.: 71 769 59 00 | Date started: 2014 | Business type: BPO | Services provided: IT. Customized software development

SSC UTC Aerospace Systems

eMail: malgorzata.karpinska@qiagen.com www.qiagen.com | Business type: SSC/BSC | Services provided: Finance/ Accounting | Top local manager: Malgorzata Karpinska, Senior Director Head of Business Service Center

Tel.: 71 784 57 94 | Global HQ: Belgium | Business type: SSC | Top local manager: Eveline Regina Soenen, Prezes

SSC REC Global

SoftServe

SSC Viesmann

Tel.: 71/ 36 07 100 www.viessmann.pl | Global HQ: Germany | Business type: SSC

SSC Red Embedded Group | Global HQ: UK | Business type: SSC | Top local manager: Chris Thornborrow, General Manager

SSC Soenen Polska

BPO Softsystem Tel.: 17 875 13 00 | Business type: BPO | Full time employees: 51-100 | Services provided: R&D

SSAB | Top local manager: Anna Barnowska, Site Manager

54 www.ceeOutsourcingAwards.com

Tel.: 71 714 80 09 | Global HQ: USA | Business type: SSC | Top local manager: Radek Majda, Sr. Director, Board President for Wroclaw Site

2018

Zabrze Poland

Manager’s Profile

Dominik Kaminski Global PTP Manager, Avon Global Shared Services, Warsaw Parent Company: Avon Products Inc., London UK

Your company’s operations in CEE? Our Global Shared Service Centre is based in Warsaw. Currently we co-operate with our BPO partner who performs the financial/ accounting operations for Avon worldwide. However we still have MDM process and Customer Relations Centre in-house. We are now in the process of setting up a GBS. Explain why your company set up operations here, and any specific factors that influenced the company’s decision: It’s hard to say for me as I joined the company in 2008 so 3 years after the decision was made by our HQ to establish the SSC in Warsaw, Poland. How will your operations develop in the next 2-3 years? Until 2015 all finance/accounting operations were performed in our SSC. Then the company made the decision to transition some activities to our BPO Partner in India. Now we are in the process of establishing a GBS which will also cover other processes like: HR, IT and Marketing. RPA and Process Automation – please tell us what your company is doing in this space.

SSC West Wood Product International Tel.: 71 357 07 35 | Global HQ: Belgium | Business type: SSC | Top local manager: Augustinus Luciaan Beirinckx, Prezes

I’m not involved in these activities so can’t give you any comment. 3 specific bits of advice to other firms considering setting up in CEE. My advice is to transition more complex tasks/activities/operations and the ones which have language dependency to Poland and to move simple operations to a BPO in locations like India or Philippines with an agreement that they will provide process automation and efficiency within certain period of time. Employee Issues – and what are the employment challenges in the coming years. Now we have around 60 employees on board. Before, when the operations were in our centre, there were 120+ associates. Now we have and require different employee’s profiles and skills: with an experience in PTP or RTR areas, with analytical, VBA skills,

SSC Xylem Shared Services

SSC Western Equipment for Sports and Other Technologies Polska Tel.: 71 346 44 00 | Global HQ: Poland | Business type: SSC | Top local manager: Philippe Marie Schroeijers, Prezes

Zabrze

Tel.: 697 660 006 | Business type: BPO | Full time employees: 150 | Services provided: HR Service Center

2018

I joined Avon Shared Service Centre in 2008 as the Accounting Specialist for Fixed Assets in RTR team. After 2 years I was promoted to the position of Payments Supervisor and managed the team of 4 associates. Then I took over our T&E back office team and managed 10 employees in total. In 2015 when we transitioned the operations to our BPO partner, I became the Global PTP Controller and since February 2017 I’m the Global PTP Manager reporting to GSS Director.

local manager: Adrian Copland, Head Of European Shared Services

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

BPO Wipro

Biggest surprises about operating an SSC centre in CEE. Positives: Very good talent pool on Warsaw’s market, people well-educated with multi-language skills. SSC in Warsaw/Poland can be reached from HQs from Western Europe within 2-3 hours flight. Negatives/Improvements needed: Big competition on Warsaw’s job market due to many SSCs. It’s difficult to hire a good specialist for reasonable salary and the recruitment lead time is sometimes 2-3 months while you can lose your associate who works relatively shortly within 2 weeks/1 month.

CEE Shared Services and Outsourcing Directory

with willingness to travel, with experience in working with people from different cultures (we co-operate with the colleagues from India on a daily basis). In my opinion, it’s difficult to find such person on Warsaw’s job market mainly due to big competition and increased demands of young people who want to earn a lot but have small experience or are just after studies. It makes your recruitment process difficult and time-consuming.

SSC NMC Polska Tel.: 32 373 24 40 | Global HQ: Belgium | Business type: SSC | Services provided: | Top local manager: Joseph Burtscheidt, Prokurent

Zielona Góra BPO ABD | Business type: BPO

55 www.ceeOutsourcingAwards.com

Lithuania Vilnius

SSC Ahlstrom Munksjo

CEE Shared Services and Outsourcing Directory

SSC Asseco Lietuva

SSC Benify

BPO Atea

Tel.: +370 5 239 78 30

Klaipeda Population: 2,898

Exadel LT GreenCarrier Omega technology

Panevezys Royal Unibrew Services Norian Accounting

Radviliškis [20]

SSC British Foreign and Common Wealth

Panevėžys

Klaipėda

[98]

SSC Citco

Kaunas Kaunas

Adform AL-KO Vehicle Technology Bentley Systems Callcredit Centric DAT Dematic Limited

Vilnius

[307]

Devbridge Festo GeoPhy Intermedix Micro Matic SSC NFQ Technologies NKT holding Nortal

Adform Affecto Ahlstrom Munksjo Asseco Lietuva, UAB Atea Barclays Technology Centre Limited Benify Bentley Systems Booking.com British Foreign and Common Wealth Citco

Runway International TGW Timetravels Transcom Worldwide Unicall Virtustream Visma

Clarivate (ex. MarkMonitor) Cognizant Technology Solutions Lithuania Cowi CSC Telecom CSD Engineers Danske DGITL Danske GSL Devbridge DXC (CSC+HP) EIS Group Euromonitor International Exadel LT

SSC Booking.com | Global HQ: USA | Date started: 2017 | Business type: SSC/BSC | Services provided: Client Services

[159]

VILNIUS [528]

SSC Clarivate (ex. MarkMonitor) EY IBM Lithuania Inwido Support Leinonen Lithuania Lindorff (Intrum) Matrix Software Baltic Nasdaq Nielsen & Nielsen Nokia Networks Nortal OpusCapita Accounting Outokumpu PandaConnect

Paroc Oy Ab Payobin PWC Revel Systems Schüco International KG SEB Shared Service Center SERMO (ex. WorldOne) Sinectra Skandia Operations Center Superoffice Swedbank Global Services Teleperformance Telia

TIA Technology Tieto Transcom SSC Transcom Worldwide Turkish Airlines UBER Visma Western Union Western Union Processing Lithuania, UAB WIX World Courier

Population figures in thousands

www.ceeOutsourcingAwards.com

2018

Lithuania Vilnius

SSC Cowi

BPO DXC (CSC+HP)

EIS Group

SSC CSD Engineers

CEE Shared Services and Outsourcing Directory

SSC Lindorff (Intrum)

Matrix Software Baltic

Nasdaq

BPO Nielsen & Nielsen

SSC Nokia Networks

Winner

Engineering | Top local manager: Julija Adomavičienė, Director

Most “Dynamically Developing” City – CEE

Vilnius (Lithuania)

CEE

• 36% growth from Jan 2016 to Dec 2017 in number of new jobs created. • Companies are choosing Vilnius for more highly advanced projects and tasks, including Centres of Excellence.

Shared Services and Outsourcing Awards

2018

www.ceeOutsourcingAwards.com

2018

Vilnius Lithuania

http://www.norian.lt | Full time employees: 223 | Services provided: BPO F&A | Top local manager: Lina Maroščikienė, General Manager

Nortal

SSC Revel Systems

PwC Tel.: 370 5 239 2300

automation, renewable energy and building automation.

SSC Superoffice

SSC Swedbank Global Services

SSC SEB Shared Service Center | Global HQ: Sweden | Date started: 2008 | Business type: SSC/BSC | Full time employees: 924 | Services provided: F&A, IT, Client ServicesProcurement, Big Data Analytics | Top local manager: Rūta Jasiulionienė, Head of SEB Shared Service Centers in Vilnius (Lithuania) and Riga (Latvia)

Winner

CEE Shared Services and Outsourcing Directory

Norian Accounting

Shared Services Firm of the Year – Baltics

Danske Bank Global Services Lithuania (GSL)

CEE

Shared Services and Outsourcing Awards

• Today 18% of GSL processes are high-value adding services, with exceptional competence delivery. • 100% growth in last 2 years (employees). • 17 global units, more than 60 global teams.

2018

59 www.ceeOutsourcingAwards.com

Lithuania Kaunas

CEE Shared Services and Outsourcing Directory

1956 | Services provided: F&A, HR, IT, Client Services, Procurement, Robotics | Top local manager: Sarunas Suipis, Managing Director

SSC Western Union Processing Lithuania eMail: lt-info@westernunion.com | Global HQ: Denver, USA | Date started: 2010 | Business type: SSC/BSC | Full time employees: 2000 Dec 2017 / 2200 Dec 2018 | Services provided: Finance/ Accounting | Additional services provided from CEE: Anti Money Laundering Compliance; Digital Operations; Marketing; Operations; Information Technology; Human Resources | Languages spoken: English, Spanish, French, German, Norwegian, Dutch, Sweden, Russian, Latvian, Portuguese, Arabic, Korean, etc. (35 languages) | Geographical scope: Global | Expansion plans: N/A | Top local manager: Sarunas Suipis, General Manager | Top HR Manager: Zivile Valeisiene, HR Director

Centric

WIX

| Global HQ: Netherlands | Date started: 2017 | Business type: Hybrid | Services provided: IT, Client Services

| Global HQ: Denmark | Date started: 2017 | Business type: SSC/BSC | Services provided: Client Services

SSC DAT

SSC UBER

SSC World Courier

SSC Dematic Limited

| Global HQ: USA | Date started: 2017 | Business type: SSC/ BSC | Services provided: F&A

Visma

Kaunas

Western Union Tel.: +370 65678608 | Global HQ: USA | Date started: 2010 | Business type: CoE | Full time employees:

Adform

Devbridge

Festo Tel.: +370 37 321314

Winner Business Centre Manager of the Year – SSC – CEE

Western Union Processing Lithuania – Saruna Suipis

CEE

Shared Services and Outsourcing Awards

2018

www.ceeOutsourcingAwards.com

2018

Kaunas Lithuania

Manager’s Profile

Marius Ivanauskas Country Manager Telia Company Global Services Lithuania Parent Company: Telia, Stockholm, Sweden

3 specific bits of advice to other firms considering setting up in CEE. • Get the operating model right from the very beginning and have clear understanding where in the value chain within the organization you want this center to be. • Have a clear location strategy and think about sustainability on how functions will groom and look like in 24-36 months from the establishment. • Do not be afraid to put senior functional management roles into the site – it will pay off.

Your company’s operations in CEE? We’re a leading Nordic and Baltic telecommunications provider founded more than 150 years ago, with currently more than 20.000 employees across numerous countries. Our only GBS center is in Vilnius, Lithuania that we have established 9 months ago. Currently we have more than 200 people operating within multiple domains from Procurement to Data Science and IT. Lithuania is being seen as a strategic site to drive change within the company and host strategic centralized services for the Group. Explain why your company set up operations here, and any specific factors that influenced the company’s decision: In mid-2017 Telia Company has decided to drive huge operational model change and this lead to the need to establish its first GBS center within the company – we have chosen Vilnius, Lithuania to do it. The nature of Telecommunications industry is that you have to be on the front-foot of Technology to ensure right customer service offering therefore Vilnius with its wide and, at the same time, experienced talent pool is a perfect location for Telia Company Global Services. Furthermore one of the points for decision was that we have huge business

Employee Issues – and what are the employment challenges in the coming years. Currently we have more than 200 people, planning to grow to 500-600 over coming two years. presence here. Considering that it is the first such establishment in the organization, the center will be fully multifunctional covering whole range of domains from IT to Procurement, employing more than 500 people over next couple years. RPA and Process Automation – please tell us what your company is doing in this space.

During last 15 years I’ve been working in international organizations in various leadership roles being responsible vast number of technology functions and domains. Before joining Telia Company I’ve spent 3 years in Danske Bank being responsible for establishment and development GBS competency center in Lithuania that employs circa. 800 people and covers more than 30 different IT functions and new product development units.

Winner

CEE Shared Services and Outsourcing Directory

We’re hosting a Robotics Center of Excellence for Telia Company currently employing 20+ people working solely on wide range of robotics, cognitive computing and AI related activities. So far we’ve deployed more than 500 different type of robots within the organization delivering significant savings.

Top Public Sector Initiative of the Year

CEE

Shared Services and Outsourcing Awards

Invest Lithuania (Vilnius), Ministry of Economy, President of the Republic of Lithuania • Provides information for highly qualified experts about job opportunities in Lithuania. • Exceptional Public Sector initiative involving more than 60 participating parties in the CEE region.

2018

61 www.ceeOutsourcingAwards.com

Lithuania Klaipeda

SSC Intermedix

CEE Shared Services and Outsourcing Directory

SSC NKT holding | Global HQ: Denmark | Date started: 2017 | Business type: SSC/BSC | Services provided: F&A

BPO Runway International

Visma

BPO Transcom Worldwide

SSC Omega technology

Winner

Top Robotics/RPA Implementation of the Year

Western Union Processing Lithuania

CEE

Shared Services and Outsourcing Awards

• The RPA COE team is fully created having Head of Robotics in each region (Lithuania and Costa Rica). • Processes automation is being deployed within 8-12 week cycles.

2018

www.ceeOutsourcingAwards.com

2018

Riga Latvia

SSC Cabot Latvia

SSC Amplexor Latvia (former Euroscript Baltic)

Baltijas Datoru Akadēmija

| Global HQ: Latvia | Date started: 2003 | Business type: ITO | Full time employees: 31

BPO BPO Services Tel.: +371 67 780 808 https://www.bposervices.lv

SSC Citadele Banka https://www.citadele.lv/en | Global HQ: USA | Business type: SSC | Services provided: IT, Finances | Top local manager: Santa Purgaile

Riga

Population: 1,979

Accenture Latvijas filiāle Allnex Latvia Amplexor Latvia (former Euroscript Baltic) Arvato Systems Latvia ATEA Global Services Baltic Technology Group Baltijas Datoru Akadēmija BPO Services Cabot Latvia Circle K Business Center (Statoil F&R) Citadele Banka Containerships Cytec Latvia, Ltd

Danfoss DATA Factories DEAC DNB Bank ASA Elfa Distrelec Elva Baltic EVRY Evry Latvia Exigen Services Latvia FactSet Fitek (former OpusCapita) Genpact Latvia Idea Port Riga If Insurance Intrum Global Technologies

Lattelecom BPO Lattelecom Technology Latvijas Tālrunis MSC Shared Service Center Riga Nordic Backoffice OpusCapita Competence Center PrimeraAir Nordic Proof IT PwC Riga Accounting Hub Runway Runway Group SEB Shared Service Center Riga

SERGEL Simplika Solvay Business Services Latvia Solvay Latvia (Cytec) Swedbank Taxi Kurir Riga Tele2 Shared Service Center Tieto Global Shared Service Centre Tieto Latvia Tieto Latvia Transcom Worldwide Latvia Visma Enterprise Visma Labs Webhelp Latvia Zalaris HR Services Latvia

SSC Cytec Latvia, Ltd

CEE Shared Services and Outsourcing Directory

Riga

Tel.: 371 6 7118977 | Global HQ: USA | Business type: SSC | Full time employees: 198 | Services provided: Multifunctional SSC in Riga provides finance, human resource, information technology and procurement services to Cytec facilities in the European and North American regions. | Top local manager: Valdislavs Sorokins, Continuous Improvement Manager

SSC Danfoss

RIGA [735]

Liepaja Baltik IT

Liepāja [86]

Daugavapils LatInSoft

Daugavpils [111]

BPO DATA Factories

Population figures in thousands

2018

www.ceeOutsourcingAwards.com

CEE Shared Services and Outsourcing Directory

Latvia Riga

BPO DEAC

SSC Evry Latvia

SSC If Insurance

Tel.: +371 67072100 | Global HQ: Latvia | Date started: 2009 | Business type: ITO/ BPO | Full time employees: 100

SSC DNB Bank ASA

Exigen Services Latvia

SSC Elfa Distrelec

BPO FactSet

SSC EVRY Tel.: 37167371210 eMail: info-latvia@evry.com www.evry.com | Global HQ: Oslo, Norway | Business type: SSC/BSC | Services provided: IT/Digital Services | Additional services provided from CEE: Finance & Accounting HR Shared Services Sales Support | Primary sector(s): IT | Top local manager: Fredis Bikovs, General Manager | Top HR Manager: Baiba Veilande, HR and Administration Manager

BPO Genpact Latvia | Global HQ: Luxembourg | Business type: BPO | Full time employees: 30 | Services provided: Call Center

Winner

BPO Latvijas Tālrunis Tel.: +371 67 770 711 https://www.latvijastalrunis.lv | Global HQ: Germany | Date started: 2003 | Business type: BPO | Full time employees: 49

Top CSR initiative of the Year – CEE

Girls make IT happen (Tele 2 Latvia)

CEE

Shared Services and Outsourcing Awards

• Provides 100 scholarships for girls in 3rd and 4th grades within LearnIT programme.

2018

www.ceeOutsourcingAwards.com

2018

Riga Latvia

Monthly expense reports Monthly budget vs actuals reports Other management reports upon a request of the owner or manager Accounting policy and report forms.

Marine Payroll: Payrolls to the ship crew Single or multi-currency payroll Local and international payroll payments Reports to clients, employees, statutory bodies and etc. Payroll Tax filings in Latvia (for Latvian seafarers employed on vessels under NIS and Latvian flags) Data validation

PwC Tel.: +371 67 094 400

BPO Riga Accounting Hub Tel.: +371 22014600 eMail: ivo@rigaaccountinghub.com rigaaccountinghub.com | Global HQ: Riga, Latvia | Date started: 2017 | Business type: BPO | Full time employees: 40 | Services provided: Finance/Accounting | Additional services provided from CEE: Accounting: Accounting of primary documents Invoicing Bank and credit card reconciliations Reconciliation of balance sheet accounts Month-end & year end close preparation Payroll processing & tax calculation VAT compliance accounting Accounts receivable management, other services Preparation of financial statements and management accounts Liaison with the client’s auditors Multi-currency reporting Ship Accounting: Control of vessel reports and ensuring preparation of reports, including bunker consumption, accounting of lubricant consumption, accounting of provision, accounting and control of vessel cash account Purchase orders and accounts payable reconciliation

2018

SSC Solvay Business Services Latvia Tel.: +371 67 118 801 eMail: rigasbsoffice@solvay.com www.solvay.com | Date started: 2010 | Business type: SSC/BSC | Full time employees: 200 | Services provided: Finance/Accounting | Additional services provided from CEE: SSC in Riga provides finance, information technology, data management, procurement, customer service, and logistics services to Solvay businesses in the North American and European regions. | Top local manager: Alexandre LEFEU, Riga Site Manager

| Languages spoken: English, Swedish, Norwegian, Russian, Ukranian, Polish, Latvian | Other CEE locations: Lviv, Ukraine | Primary sector(s): BPO, Accounting/ Bookkeeping, Data validation | Geographical scope: Northen Europe, Baltics, Ireland, Singapore, South Africa | Other comments: Created in 2017, Riga Accounting Hub is a leading independent exporter of accounting services in Latvia. Here we have combined the best knowledge of two experienced companies that export accounting and data processing services in Latvia - Ducodot and Nordic Backoffice. | Top local manager: Ivo Urbanovics, Partner

BPO Runway

SSC Tele2 Shared Service Center

Tel.: +371 67 224 437 www.runwaybpo.com | Global HQ: Norway | Business type: BPO

BPO Tieto Global Shared Service Centre Tieto Latvia

Tel.: +371 671 165 65 | Global HQ: Finland | Date started: 2006 | Business type: BPO | Full time employees: 160 | Services provided: In Riga, the company has a full-cycle financial SSC for Oracle-based global Tieto operations: accounting, master data, controlling, process design, ERP support. | Top local manager: Elmars Gengers, Director

BPO SERGEL

Tieto Latvia

SSC SEB Shared Service Center Riga

CEE Shared Services and Outsourcing Directory

www.ceeOutsourcingAwards.com

Latvia Daugavpils

Visma Enterprise Tel.: +371 67116211 | Global HQ: Norway | Date started: 2014 | Business type: ITO/Hybrid | Full time employees: 145 | Services provided: Visma Enterprse develops, implements and supports the ERP system Horizon. Visma Enterprise also provides IT system integration, contract-based development services and works with an extensive range of business analytics and financial planning solutions. | Top local manager: Antra Zalite, Director

Krustkalni Maxima Shared Service Center Latvia https://www.maxima.lv

SSC Visma Labs

CEE Shared Services and Outsourcing Directory

66 www.ceeOutsourcingAwards.com

2018

Tallinn Estonia

Estonia BPO Arvato Services Estonia OU (Bertelsmann) Tel.: +372 610 03 00 | Global HQ: Germany | Business type: BPO | Services provided: Customer Services, Call Center

| Global HQ: Estonia | Date started: 2008 | Full time employees: 502 | Services provided: Euro Live Properties is a subsidiary of Playtech - the world’s largest supplier of online gaming and sports betting software.

SSC Fortum CFS Eesti OU

SSC Blue Travel Services (SAS) Tel.: +372 6677 873 | Global HQ: Sweden | Business type: SSC | Services provided: SAS Group subsidiary Blue Travel Services

Switchboard and CRM services. | Top local manager: Mona Rydén, COO (Sweden)

SSC Hurtigruten Estonia | Business type: SSC | Top local manager: Angel Moledo, Director

SSC Konecranes Tel.: +372 611 27 95 | Global HQ: Finland | Business type: SSC | Services provided: Multi-functional: F&A, IT Services, HR

BPO CGI Estonia

SSC Fujitsu Nordic Shared Services

SSC Kuehne+Nagel

| Global HQ: USA | Business type: BPO | Full time employees: 200 | Services provided: 90% of CGI Estonia’s business is based on software development.

Tel.: +372 627 2300 | Business type: SSC | Services provided: F&A, ITO, HR. Software development projects for Estonian as well as European customers. Fujitsu Estonia has also been a major player in Estonian public sector’s IT sphere development. | Top local manager: Susanna Malja, Head of EMEIA Finance Services

Tel.: 327 261 045 67 | Global HQ: Germany | Business type: SSC | Top local manager: Mart Ambur, Head of IT Centre Tallin/ Member of the Board

CWT Estonia (Carlson Wagonlit) Tel.: +372 6407770 | Global HQ: France | Services provided: BPO: Customer services

H1 Communications

Euro Live Technologies

| Global HQ: Sweden | Services provided: Customer service, Technical support, Telemarketing,

Tel.: +371 66010660

Population: 1,330

Fortum CFS Eesti OU Fujitsu Nordic Shared Services H1 Communications Hurtigruten Estonia Konecranes Kuehne+Nagel

Stora Enso Sunny Business Services Sutherland Estonia Symantec Transcom Viking Line

NATO Cooperative Cyber Defense COE Nortal Orkla Accounting Centre Ramirent Baltics AS Runway Estonia Statoil Fuel & Retail

TALLINN Narva [67] Jõgeva

[6]

Tartu Finnair Shared Services Fortumo

Parnu [46]

BPO Runway Estonia

Tartu

Võru Danpower

Tel.: +372 650 1060 | Global HQ: Finland | Services provided: SSCMultifunctional: F&A, IT Services

Jõgeva

Backoffice Services

2018

Tel.: +372 610 1990 | Services provided: ITO. international high-end software development solutions provider in public and private sector.

Ramirent Baltics

[400]

Population figures in thousands

Nortal

SSC Orkla Accounting Centre

Tallinn Arvato Services Estonia OU (Bertelsmann) Blue Travel Services (SAS) CGI Estonia CWT Estonia (Carlson Wagonlit) Euro Live Technologies, Ltd

SSC NATO Cooperative Cyber Defense COE | Global HQ: USA | Business type: SSC hybrid | Services provided:

CEE Shared Services and Outsourcing Directory

Tallinn

[101]

Võru [13]

Statoil Fuel & Retail Tel.: +372 675 77 00

www.ceeOutsourcingAwards.com

Estonia J천geva

| Global HQ: Norway | Date started: 2010 | Services provided: SSC: regional treasury in Tallinn providing liquidity, funding, risk services to subsidiaries in NO, SE, DK, LT, LV, EE, PL and RU | Top local manager: Kai Realo, head of Statoil Fuel & Retail Eesti

| Business type: SSC | Top local manager: Andreas Remmer, Group CFO

SSC Stora Enso

Tel.: +372 776 0244 | Business type: BPO | Services provided: Accounting, Hosting, Freeware

Tel.: +372 714 00 00 | Global HQ: Sweden | Date started: 2010 | Business type: SSC | Services provided: SSC Multi-functional: F&A, IT Services, HR; help desk, IT services, and internal training team.

CEE Shared Services and Outsourcing Directory

BPO Sunny Business Services Tel.: +372 684 14 00 | Business type: BPO | Full time employees: 85 | Services provided: Accounting, Translation and localization, Legal, IT maintenance and web, Marketing, Property cleaning and management. | Top local manager: Mati Annus, Managing Director

Sutherland Estonia | Global HQ: USA | Services provided: BPO: Customer Support | Top local manager: Diana R채stas, Talent Acquisition Manager

SSC Symantec Tel.: 372 6 390 800 | Global HQ: USA | Business type: SSC | Services provided: Captive: software development for US parent

Transcom Tel.: +372 673 72 00 | Services provided: BPO: Customer care | Top local manager: Katrin Holst, Country Manager

J천geva BPO Backoffice Services

Tartu SSC Finnair Shared Services Tel.: +372 56 656 706 | Global HQ: Finland | Business type: SSC | Full time employees: 150 | Services provided: data management, data processing and accounting services within the group. | Top local manager: Leela Lepik, Managing Director

Fortumo Tel.: +372 682 7500 | Services provided: Lading global provider of direct carrier billing.

Voru Danpower Tel.: +372 786 41 52 | Global HQ: Germany | Business type: Captive | Services provided: Parent company Statwerker Hannover operates call center services for its utilities customers. | Top local manager: Manfred Sch체le, Group MD

SSC Viking Line Tel.: + 372 666 3966

68 www.ceeOutsourcingAwards.com

2018

Prague Czech Republic

Czech Republic BPO Accenture Services

SSC AB InBev Business Centre Tel.: +4202-7207-8763 | Global HQ: Belgium | Date started: 2006 | Business type: SSC | Full time employees: 550 | Services provided: Sales and transactional support for operations across Europe. Performs select activities within Export, Finance and Procurement functions. | Top local manager: Jakub Novotny, Robotics Automation Deployment Lead (RPA project manager)

Alpiq Energy SE SSC Amazon Logistics Prague

BPO ADP Employer Services

| Business type: SSC | Services provided: Logistics | Top local manager: Jonathan Martin Bisek, Operations Manager

Tel.: +420 257 107 511

Ostrava ABB Axa Assistance ČEZ Korporátní služby, s.r.o. CGI IT Czech Republic s.r.o. ComData Czech DHL Express (Czech Republic) DSV ROAD EmbedIT Gordic IBA CZ IBM Česká republika, spol. s r.o K2 ATMITEC MONETA MONEY BANK

Česká Lípa [39]

Population: 10,541

Česká Lípa Johnson Controls

Plzeň

PRAHA

[171]

[1,238]

Pardubice

Foxconn NonStop s.r.o

[91]

Olomouc

Pilsen

ExlService (Schneider Logistics) Salmon Software

Sony DADC Czech Republic – European Service Centre

Rožnov pod Radhoštěm

MANN+HUMMEL

AB InBev Business Centre Accenture Services s.r.o. ADP Employer Services Alpiq Energy SE Amazon Logistics Prague Ariba Czech s.r.o. Atlas Copco Services s.r.o. AXA Assistance Barclays Bluelink International CZ Bodycote SSC CA Technologies - Prague Technology Center CDK Global Clearstream Operations Prague s.r.o. (Deutsche Borse) Cleverlance Covidien AG Crown Worldwide Movers,

[316]

[102]

[404]

Okříšky

Ostrava

Olomouc

Brno

Okříšky

Prague

NetDirect, s.r.o. O2 OKIN Business Process Services PRVNÍ VÍTKOVICKÁ PERSONÁLNÍ s.r.o. Railsformers RWE Zákaznické služby, s. r. o. SIEMENS Stora Enso Wood Products TIETO Czech VÍTKOVICE ACCOUNTING a.s. VÍTKOVICE Doprava, a.s. VÍTKOVICE IT SOLUTIONS a. s., XEROX

Otrokovice [18]

Rožnov pod Radhoštěm ON Semiconductor

Otrokovice LAPP KABEL s.r.o.

s.r.o. CSC D-Ploy (Czech Republic) s.r.o. DHL IT Services eBay Edwards Lifesciences Expedia ExxonMobil Business Support Centre Czechia Guebert Poland sp. z o. o., Czech Branch HCL Technologies Honeywell International (SSC) IBA Group Infosys BPO International SOS Assistance Interoute Czech s.r.o. J&T Services ČR, a.s. Jarden Business Services Group

JNJ Global Business Services, s.r.o. JNJ Global Business Services, s.r.o. John Crane Sigma, a.s. Knorr-Bremse Services Europe s.r.o. Komerční banka, a.s. Lukoil Accounting & Finance Europe Medtronic MSD IT Global Innovation Center NNIT Novartis s.r.o. Novell Oracle Ortho Clinical Diagnostics Czech s.r.o. Panalpina Business Services

(Prague), s.r.o. Pfizer Global Financial Solutions Centre PricewaterhouseCoopers Česká republika, s.r.o. Process Solutions, s.r.o. Regus EMEA Financial Services Center RR Donnelley SAP Business Services Centre Europe s.r.o Savencia Fromage & Dairy Czech Republic, a.s. scanservice a.s. Siemens s.r.o. Sirva SITA Information Networking Computing B.V. Transcom Worldwide Unicredit Group

Brno

ABB ACER Apprise Software AT&T AVG Comdata Deloitte Dixons Carphone CoE, s.r.o. Edwards Group - Finance Shared Services EmbedIT Fabory CZ Holding, s.r.o. FEI (Thermo Fisher Scientific) Financial Express FNZ Gardner Denver CZ + SK, s.r.o. GoodData

Honeywell Technology Solutions IBA CZ IBM Global Services Delivery Centre IMI International (Norgren) IMI Precision Engineering Infosys (Czech Republic) Limited, s.r.o. KBC Group NV Czech Branch, organizační složka Kiwi.com Lear Corporation Lufthansa in Touch Lufthansa InTouch Group Telesales MANN + HUMMEL Service, s.r.o. Mediclinic a.s.

Monster Worldwide CZ, s.r.o. Motorola Solutions CZ NESS NetSuite/Oracle Pixmania PPG Industries Czech Republic, s.r.o. RedHad SAP Services Seznam.cz Software AG Solarwinds TESCO Service Center Xura Y Soft Solutions Zebra Technologies

Population figures in thousands

2018

CEE Shared Services and Outsourcing Directory

Prague

www.ceeOutsourcingAwards.com

Czech Republic Prague

AXA Assistance

CEE Shared Services and Outsourcing Directory

SSC Barclays Tel.: +420 261 097 800 | Business type: SSC | Services provided: F&A

CA Technologies – Prague Technology Center Tel.: +420 226 205 800 | Global HQ: USA | Date started: 2005 | Business type: Hybrid | Full time employees: 400+ | Services provided: F&A, IT, Customer support, and Inside Sales. PTC has become one of CA\\’s key offices in EMEA.

SSC CDK Global | Business type: SSC | Services provided: IT services

D-Ploy (Czech Republic) Deutsche Telekom Services Europe Czech Republic SSC DHL IT Services Tel.: 420 288 800 000 | Date started: 2004 | Business type: SSC | Full time employees: 1300 | Services provided: SSC for IT operations. Belongs to the Global Business Services division of DP DHL which bundles all common and non-businessspecific services and provides them at cost and at world-class service levels to the entire DP DHL group.

SSC eBay | Date started: 2008 | Business type: SSC | Full time employees: 100+ | Services provided: SSC: Analysis and marketing

SSC Edwards Lifesciences | Global HQ: USA | Business type: SSC | Services provided: F&A | Top local manager: Petr Vašek, Finance Director EMEA / CM Czech Rep

BPO Infosys BPO | Business type: BPO | Full time employees: 400 | Services provided: BPO | Top local manager: Petra Ševčíková, Operations manager

J&T Services ČR SSC Jarden Business Services Group Tel.: +420 284814250 | Global HQ: USA | Date started: 2015 | Business type: SSC | Full time employees: 100+ | 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. | Top local manager: Radka Bellissimo, Head of SSC

SSC ExxonMobil Business Support Centre Czechia

SSC JNJ Global Business Services Tel.: +420 227 012 111 | Global HQ: USA | Date started: 2006 | Business type: SSC | Full time employees: 300+ | Services provided: GFS EMEA is one of 5 Johnson & Johnson Global Financial Services organizations supporting the major financial processes of Johnson & Johnson EMEA Operating Companies. Processes include: P2P, A/P (N.America), AtR (Reporting, VAT, FA,Inv) as well as Invoice to Cash for the MD&D EMEA business. | Top local manager: David Mansfeld, Managing Director, Global Services, EMEA

Fleetcor Czech Republic Guebert Poland, Czech Branch

SSC Cleverlance

Tel.: +420 236 073 100 | Business type: SSC | Full time employees: 150 | Services provided: F&A, operations, and other strategic services for the company network in EMEA. | Top local manager: Olga Bartonova

BPO IBA Group | Date started: 1999 | Business type: BPO | Full time employees: 2600+ | 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 | Top local manager: Sergei Levteev, Group Chairman

Tel.: +420 266 177 166 | Business type: SSC | Services provided: BPO | Top local manager: Jiri Kostlan, Project Manager

SSC Covidien AG

Crown Worldwide Movers

www.ceeOutsourcingAwards.com

John Crane Sigma SSC Knorr-Bremse Services Europe | Business type: SSC | Top local manager: David Bohm, Head of Regional Businesss Service Europe

2018

Czech Republic Prague

Manager’s Profile

In the next 2-3 years, we foresee further growth of our global network of offices and the expansion of the share of projects that deal with new technologies. RPA and Process Automation – please tell us what your company is doing in this space. IBA Group provides Smart RPA services based on Artificial Intelligence and Machine Learning for customers worldwide. In 2018-2019, we are planning to expand the RPA services and to launch our own RPA solutions. We expect that our services and solutions release up to 30-40 percent of back office employees from repetitive operations, enabling them to focus on complicated and creative tasks. In terms of revenue, we intend to expand this line of business at least twofold.

Sergei Levteev

CEE Shared Services and Outsourcing Directory

Chairman of the Board of Directors IBA Group Offices in 12 countries. In CEE: Czech Republic, Belarus, Slovakia, Bulgaria, Russia, and Ukraine. Parent company: IBA Group, Prague, Czech Republic

Your company’s operations in CEE? IBA Group is one of the largest IT service providers in Eastern Europe. ITO is our major specialization on the global market. We focus on mainframe systems, enterprise applications, SAP solutions, CAMSS (cloud, analytics, enterprise mobility, social media, and security) technologies, and Robotic Process Automation (RPA). IBA Group serves customers in more than 40 countries. The clients are global giants like IBM, Goodyear, Fujitsu Technology Solutions, and Rockwell Automation, as well as many other large-scale and medium-sized businesses. The largest IBA Group’s development centers are based in Belarus, namely Minsk and Gomel. In the Czech Republic, IBA Group has development centers in Brno, Prague, and Ostrava. We have also minor development centers in Bratislava, Slovakia, and Burgas, Bulgaria. Give us some background on your company. As our management and most of our employees originate from and live in Eastern Europe, the major part of our business is located in the CEE region. IBA Group was founded in 1993 in Minsk, Belarus. The country’s reputation for scientific and IT excellence, and its competitive labor market attracted numerous IT vendors. IBM was one of those vendors that came to Minsk more than 25 years ago and became a co-founder of the International Business Alliance (IBA). In 1998, IBM

Komerční banka SSC Lukoil Accounting & Finance Europe Tel.: 420-257-414-444 | Global HQ: Russia | Date started: 2012 | Business type: SSC | Services provided: F&A. Lukoil relocated this SSC from Finland to Prague. | Top local manager: Petr Pruner, Director of Operations

BPO Medtronic Tel.: +420 236 073 100 | Business type: BPO

withdrew its share and IBA began growing independently. In 2005, the company relocated its headquarters to Prague, Czech Republic. The reason for the move was to become a real near-shore IT service provider for European customers. How will your operations develop in the next 2-3 years? The IT industry is evolving at a very rapid pace. The last years brought a completely new buyer to the limelight. The buyers are mobile, software-savvy, and innovation-oriented. New trends are coming to life, including artificial intelligence (AI), robotics, atomically precise manufacturing, and the Internet of Everything (IoE). IBA Group proceeded with diversification of its service portfolio and adoption of new technologies, including CAMSS, Internet of Things (IoT), and RPA. In the last three years, we opened offices in Bratislava and Ostrava, and expanded the office in Prague. In 2016, IBA Group opened its own campus in Belarus’ High Tech Park with modern office facilities, a data center, and a fitness center. This year, we set up an office in Bulgaria.

| Global HQ: USA | Business type: SSC | Full time employees: 200+ | Services provided: IT specialists.

NNIT Novartis s.r.o. SSC Novell | Business type: SSC | Services provided: BPO/IT services | Top local manager: Maros Mihalič, Country Manager

SSC Oracle Tel.: +420 221 438 150

SSC MSD IT Global Innovation Center

3 specific bits of advice to other firms considering setting up in CEE. Eastern Europe has good infrastructure and excellent connections with major European cities. Its labor market is competitive and countries in Eastern Europe have an inflow of young talent. However, human resources are limited and in terms of IT, it would be easier to make a partnership with a local IT company than to set up a new legal entity. Biggest surprises (positive and negative) about operating in CEE. Educated workforce, attractive cities, and government regulations that support the development of the IT industry are among the positive surprises. Improvement is needed to achieve deeper penetration of Western European languages in CEE.

Sergei Levteev has been IBA CEO since the company’s inception in 1993. In 2005, he was elected Chairman of the Board of IBA Group. Mr. Levteev spearheads all aspects of the company’s business efforts, including overall vision and strategy. During his tenure, a small firm evolved into an international group of 2,500+ employees.

SSC Pfizer Global Financial Solutions Centre Tel.: 420 283 004 111

Tel.: 420 277 026 000

www.ceeOutsourcingAwards.com

2018

Brno Czech Republic

GoodData

PricewaterhouseCoopers

ABB

| Business type: SSC | Services provided: R&D center. The largest research and innovation centre in Central Europe, working on Aircraft Technologies and Automotive Systems

BPO Process Solutions

SSC ACER

IBA CZ

Tel.: +420 222 740 000 | Business type: BPO | Services provided: F&A | Top local manager: Tomas Frkal

BPO IBM Global Services Delivery Centre

Tel.: +420 222 191 100 | Date started: 2008 | Business type: SSC | Full time employees: 215 | Services provided: SSC: F&A, HR

Apprise Software

AT&T

IMI International (Norgren)

SSC RR Donnelley

AVG

SSC Regus EMEA Financial Services Center

Tel.: +420-257-409-011 | Business type: SSC | Services provided: F&A | Top local manager: Soňa Houtová, HR Manager

Sirva SSC SITA Information Networking Computing

Comdata Deloitte Dixons Carphone CoE

BPO Infosys (Czech Republic)

SSC Edwards Group - Finance Shared Services Tel.: +420 776 793 732 | Global HQ: USA | Business type: SSC | Full time employees: 145 | Services provided: F&A (also oversees S. Korea)

EmbedIT

Fabory CZ Holding

BPO Transcom Worldwide

FNZ

SSC IMI Precision Engineering Tel.: +420 532 278 111 | Business type: SSC | Full time employees: 30 | Services provided: F&A | Top local manager: Vlasta Svitakova, HR Manager Eastern Europe

FEI (Thermo Fisher Scientific) Financial Express

KBC Group NV Czech Branch Kiwi.com Lear Corporation SSC Lufthansa InTouch Group Telesales Tel.: +420 515 503 160 | Date started: 2005 | Business type: SSC | Full time employees: 300 | 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 | Top local manager: Roman Tesar, MD

MANN + HUMMEL Service SSC Mediclinic

SSC Unicredit Group

SSC Monster Worldwide CZ

Tel.: +420 221 112 111

2018

CEE Shared Services and Outsourcing Directory

Brno

SSC Honeywell Technology Solutions

www.ceeOutsourcingAwards.com

Czech Republic Ceska Lipa

Company Profile

AXA Assistance s.r.o.

380 at Dec 2016; 490 at Dec 2017; 545

year from 2013, when reaching EUR 125M

projected 2018 YE

in 2017).

Prague, Czech Republic

City Locations: Prague, Warsaw, Ostrava Local top director: Jan Čupa, CEE CEO, Renata Debińska Deputy CEO Poland

CEE Shared Services and Outsourcing Directory

Global director for CEE: Jan Čupa, CEE CEO Company’s locally-based activities and services: Assistance services for insurance and other financial institutions as well as selling its own B2C assistance and insurance products. In service lines, where we established fully fledged SSC operations we grew our productivity on average by 14% and reduced the overall operations costs on average by 18%. Total number of employees:

NESS

Employee, environmental, or CSR initiatives of the SSC: Merging Polish and Czech teams in all business lines via the targeted program. Supporting disabled charities especially via Mental Caffe and and assistance dogs training projects.

| Global HQ: Germany | Business type: SSC | Full time employees: 30 | Services provided: IT and F&A. In Germany, IDS Scheer is among the top 10 IT service providers.

Okříšky

Solarwinds SSC TESCO Service Center

SSC MANN+HUMMEL Service Tel.: +420 568 898 181 | Global HQ: Ludwigsburg, Germany | Business type: SSC | Full time employees: 292 | Services provided: F&A, IT Services/Software Development, HR, Data Analytics, R&D, Pension/Investment fund Accounting/Admin | Top local manager: Bernd Boketta, Vice President and Managing Director

Pixmania

SSC PPG Industries Czech Republic

Xura

SSC ExlService (Schneider Logistics)

Y Soft Solutions

Tel.: +420 585 577 111 | Business type: SSC | Full time employees: 173 | Services provided: SSC (fin/acc/CCC)

NetSuite/Oracle

RedHad SAP Services Seznam.cz

Major Achievements of the SSC in 2017: Transfering services from Warsaw and Prague to Ostrava without any qualitative and quantitative service disruptions, while also supporting and embracing the fast business growth (more than 25% year over

Zebra Technologies

Ceska Lipa SSC Johnson Controls Tel.: +420 567 322 883-5 | Business type: SSC | Full time employees: 110+ | Services provided: F&A, HR, IT services in European languages

SSC Software

Olomouc

SSC Salmon Software Tel.: +420 775 995 661 | Business type: SSC | Top local manager: Gary Thomas, Managing Director

SSC Schneider Logistics Tel.: +420 281 088 111 | Business type: SSC | Full time employees: 230 | Services provided: Financial and accounting services

Tel.: +420 543 524 666

www.ceeOutsourcingAwards.com

2018

Ostrava Czech Republic

ABB

| Services provided: clearance of private and corporate customers, call customer care, handling reklepmací, offering products and services company

| Services provided: process automation, IT

Axa Assistance | Services provided: providing assistance insurance products

ČEZ Korporátní služby | Services provided: transport services, management of movable and immovable property, administrative support services, accounting, payroll calculation and personnel

CGI IT Czech Republic | Date started: 2015 | Business type: Hybrid | Services provided: BPO: IT services

DHL Express (Czech Republic) | Services provided: accounting, tax accounting, consulting, marketing, road transport, trade and services

DSV ROAD | Services provided: International and domestic transportation

EmbedIT | Services provided: IT Services

Gordic

BPO OKIN Business Process Services Tel.: +420 724 614 658 | Global HQ: Czech | Business type: BPO | Full time employees: 1500 | Services provided: BPO: sales support, project management and coordination of deliveries, technical and customer support

PRVNÍ VÍTKOVICKÁ PERSONÁLNÍ | Services provided: HR services

Railsformers | Services provided: development of internet and intranet systems and web applications

RWE Zákaznické služby | Services provided: matters related to the collection of gas and electricity

SIEMENS | Services provided: services in accounting, purchasing and HR for other countries of Siemens

NonStop Tel.: +420 466 266 720 | Business type: Hybrid | Full time employees: 40 | Services provided: BPO: Recruitment and training | Top local manager: Kevin Smith, Founder

Pilsen SSC Sony DADC Czech Republic – European Service Centre Tel.: 420-377-169-240 | Global HQ: Japan | Business type: SSC | Services provided: F&A, procurement, call centre

Roznov pod Radhostem

Stora Enso Wood Products

SSC ON Semiconductor

| Global HQ: Finland | Business type: Hybrid | Full time employees: 120+ | Services provided: ITO: IT services and software development

Tel.: 420 571 753 111 | Business type: SSC | Full time employees: 94 | Services provided: F&A, supply mng, logistics, HR and Design center ( Computing, Consumer, Power Supply, LED Lighting, Portable)

| Services provided: IT and accounting methodology

IBA CZ

VÍTKOVICE ACCOUNTING | Services provided: accounting

CEE Shared Services and Outsourcing Directory

Ostrava

| Services provided: IT, Mobile application

IBM Česká republika

VÍTKOVICE Doprava | Services provided: logistics

| Services provided: IT Services

K2 ATMITEC

VÍTKOVICE IT SOLUTIONS | Services provided: IT services

| Services provided: IT Services

MONETA MONEY BANK | Services provided: support staff, offering products, approval of loan products, support staff outlets, answering questions

XEROX | Services provided: customer care, telesales, administration, technical support

Otrokovice

NetDirect

SSC LAPP KABEL

| Services provided: providing software, consultancy in hardware and software, technical consultancy, professional courses, advertising and commercial activities

Tel.: 420 573 501 000 | Global HQ: Germany | Business type: SSC | Full time employees: 55 | Services provided: F&A. Lapp Systems GmbH is owned by the Lapp Group specialising in customised cable and line system assemblies.

2018

www.ceeOutsourcingAwards.com

Slovakia Bratislava

CEE Shared Services and Outsourcing Directory

Adient

SSC Amazon

| Top local manager: Eugen Mladosievič, Senior Manager Business Continuity Planning and Data Privacy

SSC Air Dispatch | Global HQ: UK | Business type: SSC | Services provided: Air Dispatch CLC opened a centralised load control (CLC) centre in January 2016. The company is the world’s leading provider of specialist load control services to airlines. | Top local manager: Nick Yeadon, Managing Director, Air Dispatch CLC

Piešťany ON Semiconductor

[42]

AT&T Global Network Services Slovakia Embraco Holcim Business Services LafargeHolcim European Business Services T-Systems Slovakia, s.r.o

Považská Bystrica

Maccafferi Central Europe

Danfoss Power Solutions a.s.

Senica

Banská Bystrica [79] Gemerska Horka

Piešťany

[20]

[30]

Banská Bystrica

Trnava

O2 Telefonica

[66]

BRATISLAVA [433]

Kosice

Považská Bystrica

Senica

Peikko Business Shared Services

Population: 5,421

Schaeffler Slovensko

[81]

Danfoss Power Solutions a.s.

Trnava

Zilina

Žilina

Považská Bystrica

Nitra [90]

SSC AT&T Global Network Services Slovakia Tel.: 421-2-69257211 | Global HQ: USA | Date started: 1999 | Business type: SSC | Full time employees: 2716 | Services provided: CC for Sales, Technical Support, Customer Service, SSC for Finance, Accounting, Billing | Top local manager: Gabriel Galgoci, Slovakia Country General Manager & Director Client Network Operations Management

Nitra

Košice [233]

[1.3]

Gemerska Horka SCA Hygiene Products Slovakia

INS Data Osram

Bratislava

Accenture Services Achilles Information Slovakia Air Dispatch Allianz Business Services Amazon AT&T Global Network Services Slovakia Atos Convergence Creators Austrian Airlines SSC BASF

Covestro Dell DELL European Business Centre Deutsche Telekom Services Europe Slovakia s.r.o. Deutsche Telekom Services Europe Slovakia DuPont Slovakia (Danisco Slovakia) Emerson Network Power/Vertiv Faurecia Slovakia SSC

First Data Geodis Calberson Slovensko Global Blue Henkel Hewlett-Packard Slovakia IBM (ISC) ING Global Services and Operations, Bratislava Johnson Controls International Bratislava

KONE LafargeHolcim LENOVO European Global Supply Chain Centre Mondelez European Business Services Centre Mondelez European Business Services Centre Orange Business Services PWC Shared Services Centre

Quintiles Slovakia Siemens PSE s.r.o., Slovakia Sutherland Global Services Swiss Post Solutions Swiss Re SwissRe Business Services Uniqa GSC WMD CEE s.r.o. Yanfeng Automotive Interiors Zurich Insurance Company SSC

Population figures in thousands

www.ceeOutsourcingAwards.com

2018

Bratislava Slovakia

Company Profile

Holcim Business Services, s.r.o Kosice, Slovakia

Local top directors: Lukas Schärer, CEO; Lea Bodnarova, HR Manager;Laszlo Mocsy, Head of Operations; Tomas Dubecky, Finance & Performance Manager

Date SSC started activities: January 2014 Company’s global activities: LafargeHolcim is the leading global building materials and solutions company serving masons, builders, architects and engineers all over the world. As urbanisation increasingly impacts people and the planet, the Group provides innovative products and building solutions with a clear commitment to social and environmental sustainability. With leading positions in all regions, LafargeHolcim employs around 90,000 employees in more than 80 countries and has a portfolio that is equally balanced between developing and mature markets. Company’s locally-based activities and services: Holcim Business Services (our European Business Services) is part of LafargeHolcim group, world leader in building materials industry. EBS offices located in the heart of Košice have a highly modern architecture with exposed concrete and specific elements, referring to LafargeHolcim operations and products. Here, a staff of professionals is providing support to partner group companies in Europe from financial transactions, such as accounting, invoicing and master data maintenance to HR administration. These are concentrated in five main streams: Record to Report (R2R), Order to Cash (O2C), Purchase to Pay (P2P), Hire to Retire (H2R), Master Data (MD). Our BSC was established in 2014 and is current-

ly providing support to customers in 20 countries. Total number of employees: 400 at Dec 2017. Major Achievements of the SSC: The SSC with very fast growth from a small center for a few entities in Slovakia and Hungary to the center of 400 employees for more than 20 countries across the Europe onboarded is providing business services to LafargeHolcim companies. We were able to take over the processes along the countries with their different country specific requirements, standardize it, take ownership of them and bring the 11% efficiency every year by continuous improvement initiatives. Also the center sustains with the number of employees for 2 years with rapidly increasing the scope of countries and scope of services. December 2015 - 360 FTEs - 10 countries onboarded December 2017 - 370 FTEs - 21 countries onboarded Employee, environmental, or CSR initiatives of the SSC: Our employees are active in proposing Green office approach driven by Eco-ambassadors volunteer group. They drive recycling and waste separation in the office, organise volunteering activities such as trees planting for Cancer centre where company leadership team is also involved. They took initiative

in increasing the awareness of energy consumption and proposed a campaign to reduce it. EBS supports them with communication tools, budget and employees recognised the effort by nominating the Eco leaders in Best example Employee Award. Eco part is integrated in All-hands-on meetings and in presentations on Christmas parties as a part of our culture. Additional insights on Shared Services center: In 2017 we had our first round of Lean Six Sigma projects, through which we provided development opportunity for our employees through the departments and created an added value and cost saving through projects applied all over whole Europe. We are also heading in the direction of automation for the operational processes by developing robotics model and we are currently working on creating a separate Robotics department to continue development in this area in upcoming year 2018. We actively support development of our employees through our internal academy, where also employees without experience can develop themselves in various soft & hard skills areas. Our employees are also actively participating on international projects, such as support to creation of a Shared Service Center LafargeHolcim for middle east & Africa; supporting our corporate headquarters in Switzerland or leading different projects connected with the country onboarding or optimization.

Atos Convergence Creators

SSC Austrian Airlines SSC

SSC BASF

| Top local manager: Miroslav Uríček, CEO

Tel.: 421-2-49402100 | Global HQ: Austria | Business type: SSC

Tel.: 421-2-58266111

2018

www.ceeOutsourcingAwards.com

CEE Shared Services and Outsourcing Directory

Global director for CEE: Roland Kohler

Slovakia Bratislava

Covestro | Top local manager: Martina Šebestová, HR

CEE Shared Services and Outsourcing Directory

SSC Dell Tel.: +421 2 5750 8040 eMail: kariera@dell.com | Global HQ: Austin, US | Date started: 2002 | Business type: SSC/BSC | Full time employees: 2000 | Services provided: Finance/Accounting | Additional services provided from CEE: Marketing Sales Tech. support Customer Service | Languages spoken: 20 different languages | Top local manager: Stephen Caulfield, CoSite Lead, Services Vice President | Top HR Manager: Silvia Jelenikova, HR Director CEE Region

SSC Geodis Calberson Slovensko Tel.: +421 2 4025 5111 | Global HQ: France | Business type: SSC | Full time employees: 75 | Top local manager: Nicolas Mialon, General Manager

Global Blue Tel.: +421 232 222 514 | Global HQ: Switzerland | Business type: Hybrid | Full time employees: 200 | Top local manager: Ivana Babačová, HR & Administration Manager

SSC DELL European Business Centre

BPO Hewlett-Packard Slovakia

SSC Deutsche Telekom Services Europe Slovakia

| Global HQ: Bratislava | Date started: 2000 | Business type: SSC | Services provided: F&A, IT Services/Software Development, HR, Data Analytics, Locistics, Customer Support | Top local manager: Paul Burt, IBM ISC Managing Director & Location Enablement & Operations

SSC DuPont Slovakia (Danisco Slovakia) Tel.: 421-2 32252200 | Business type: SSC | Full time employees: 103

DXC.technology | Top local manager: Martina Laurenčíková, Assistant to Country Director

SSC IBM (ISC)

SSC ING Global Services and Operations, Bratislava Tel.: 421-2-59346498 | Global HQ: Netherlands | Business type: SSC | Top local manager: Gyorgy Orlov, General Manager

| Global HQ: China | Date started: 2005 | Business type: Hybrid | Full time employees: 600 | Services provided: Customer, Technical Assistance Centre | Top local manager: Breffni O’Donovan, Lenovo Bratislava Site Leader and Executive Director of EMEA Customer Fulfillment

SSC Mondelez European Business Services Centre Tel.: +421 2 32317000 eMail: ebscreception@mdlz.com | Global HQ: USA | Date started: 2004 | Business type: SSC/ BSC | Full time employees: 300 | Services provided: Finance/ Accounting | Additional services provided from CEE: IT Services Logistics Finance Center of Expertise

Quintiles Slovakia Tel.: +421 2 68 201 611 | Global HQ: USA | Business type: Hybrid | Services provided: providing expert clinical services and innovative solutions for pharmaceutical companies, Our office houses highly trained clinical monitors.

BPO Sutherland Global Services

SSC Emerson Network Power/Vertiv

SSC KONE

| Global HQ: USA | Business type: BPO | Services provided: Sutherland Slovakia began operations in 2014 and is a global provider of business process and technology management services. We are one of the largest, independent BPO companies in the world.

LafargeHolcim

Swiss Post Solutions

| Top local manager: Júlia Kočišová, Internal Communication Specialist

| Top local manager: Ondřej Holík, Managing Director

SSC Faurecia Slovakia SSC Tel.: 421-2-68286469 | Global HQ: France | Business type: SSC | Top local manager: Peter Dvorňák, CEO

LENOVO European Global Supply Chain Centre Tel.: 421-2-68688001

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Swiss Re | Top local manager: Ondrej Bobot, Head of Recruitment

2018

Banská Bystrica Slovakia

SSC SwissRe Business Services

Embraco

| Global HQ: Brazil | Business type: Hybrid | Full time employees: 100 | Top local manager: Matúš Ondrejčo, HR

Senica

SSC Holcim Business Services

Tel.: +421 2 20 24 00 56 | Global HQ: Italy | Business type: SSC | Services provided: The company Maccaferri Central Europe, with headquarters in Slovakia, provides commercial and technical support for the region of Central Europe and the Balkans, and through its subsidiaries for Germany, Scandinavia, Iceland, Poland, Romania, and Hungary. | Top local manager: Antonio Canfora, Managing Director

| Top local manager: Tibor Zalabai, Managing Director

SSC Yanfeng Automotive Interiors Tel.: +421 248 298 111 | Global HQ: China | Business type: SSC | Full time employees: 70 | Services provided: F&A. In 2015 the Interiors product group of Johnson Controls’ Automotive Experience business unit became part of the joint venture company Yanfeng Automotive Interiors

SSC Zurich Insurance Company SSC | Global HQ: Switzerland | Business type: SSC | Full time employees: 53 | Services provided: Zurich Captive Slovakian branch supports functional service delivery leaders to support delivery of compliant Business Operations and local compliance to Zurich Management | Top local manager: Wolfgang Fischer, CEO

Gemerska Horka SSC SCA Hygiene Products Slovakia Tel.: 421 5 87860200 | Global HQ: Sweden | Business type: SSC | Full time employees: 30 | Top local manager: Vladimír Veselý, Country Manager

Košice SSC AT&T Global Network Services Slovakia Tel.: 421-2-69257211 | Global HQ: USA | Date started: 1999 | Business type: SSC | Full time employees: 2716 | Services provided: CC for Sales, Technical Support, Customer Service, SSC for Finance, Accounting, Billing | Top local manager: Gabriel Galgoci, Slovakia Country General Manager & Director Client Network Operations Management

2018

SSC LafargeHolcim European Business Services eMail: julia.kocisova@lafargeholcim.com www.lafargeholcim.ebs.eu | Business type: SSC/BSC | Services provided: Finance/ Accounting

Trnava SSC Peikko Business Shared Services Tel.: 421-3-13212133 | Global HQ: Finland | Business type: SSC | Top local manager: Livia Madaraszova, Director, Shared Services

Zilina SSC Schaeffler Slovensko Tel.: +421 4 14205911 | Global HQ: Germany | Business type: SSC | Full time employees: 40

Nitra INS Data Tel.: 421 3 77760100 | Global HQ: Austria | Business type: Hybrid | Services provided: Part of UNIQA Group Austria. The firm is divided into Software Service (SWS), Cross-Border Service (CBS) and Back Office Service (BOS) Section. The SWS Section develops and maintains software for commercial insurance companies belonging to the UNIQA group.

SSC Osram Tel.: +421 (0)35 / 6464111 | Global HQ: Germany | Business type: SSC | Top local manager: Roman Slobodnik

CEE Shared Services and Outsourcing Directory

Uniqa GSC

SSC Maccafferi Central Europe

Považská Bystrica SSC Danfoss Power Solutions Tel.: +421424301108 | Date started: 1995 | Business type: SSC | Full time employees: 55 | Services provided: F&A, IT Services/Software Development, R&D | Top local manager: Jana Briffa, Director, European Service Center

79 www.ceeOutsourcingAwards.com

Hungary Budapest

Digital Services | Additional services provided from CEE: Finance/Accounting Purchasing HR Operations | Languages spoken: English, German, French, Italian, Spanish, Dutch, Finnish, Norwegian, Polish, Hungarian, Romanian | Geographical scope: global scope, certain services are for the EMEA region | Expansion plans: 50% growth, new functions, service portfolio expansion | Top local manager: Emese Szakacs, Director AGCO Shared Services

CEE Shared Services and Outsourcing Directory

Solutions Hungary Kft. Computacenter Corning Hungary Kft. CPL Jobs Kft. CRH (Holcim) Cushman & Wakefield Shared Service Center DHL Supply Chain Hungary Ltd. Diageo Business Services Docler SSC E-Sense E.ON Ügyfélszolgálati Kft. Eaton - EMEA Business Service Center ECOLAB Ellerton Call Centers Kft. Emirates (SSC) Enterprise Services Hungary Enterprise Services

BPO Avaya

Magyarország kft. EPAM System Kft. ESAB ExxonMobil BSC FAO (UN) FrieslandCampina Service Centre EMEA Kft. GE Global Operations Getronics EMEA Távolsági Szolgáltató Zrt. Givaudan Finance Services Greif BSC Europe Kft. Grundfos Financial Shared Services Szolgáltató Hellmann Shared Service Center Kft. IBM Capital (Hungary Kft.) IBM International Shared Service Center IFRC IT Services Hungary Kft.

KBC Global Services KCI Hungary KLM Financial SSC KPMG Global Services Hungary Lexmark International Technology Hungary Liferay Hungary Kft. LogMeIn Lufthansa Technik Budapest Kft. MÁV Szolgáltató Központ Merlin Misco Business Services MOL Magyarorszag pénzügyi Szolgáltató Morgan Stanley Magyarország Elemző MVM Group (Hungarian Power Companies) Mylan European GBS

Szentendre Budaörs

FORD

Center Nokia Solutions and Networks Kft. Nu Skin Eastern Europe NXP Pactera Technology Photel Kommunikációs Zrt. Process Solutions Randstad Sourceright Kft. Roche (SSC) Szolgáltató (Európa) Kft. RSM DTM Hungary (BPO Hungary) Safeguard World Hungary SAP Global Support Center SAPA Profiles Kft. Sony Europe Sykes Közép-Európa Kft. Syngenta Services Magyarország Kft. T-Systems

Tata Consultancy Services Tech Mahindra Limited TMF Group Transcom Hungary Kft. Ubiquity Global Services Hungary UNHCR United Nations High Commissioner for Refugees Unicall Communication Group Kft. UNICEF Global SSC Unisys Global Services Viacom International Hungary Kft. VSSB Vodafone Szolgáltató Központ Budapest Zrt. WHO World Health Organization

Szentendre

Budaörs BUDAPEST [1,740] Törökbálint Törökbálint Telenor Common Operation Székesfehérvár [102] Székesfehérvár Szolnok Vasvár Székesfehérvár Arconic [74] TetraPak

[4]

Vasvár Enterprise Services Magyarország Tata Consultancy Services

Emerson Process Management Kft. Harman International IBM DSS Kft. SAPA Profiles Kft. Visteon

Hódmezővásárhely Villeroy & Boch

Paks Pécs Aldi Magyarország Élelmiszer Convergys Hungary E.ON Ügyfélszolgálati IT Services Hungary Unisys Global Services

Pécs [157]

Tel.: +36 1 238 8200

Budapest Accenture Kft. AGCO Agco Hungary Kft. Agoda International Hungary Kft. Albemarle Magyarország Avaya Avis Budget Group BSC B. Braun Medical zrt. BDO Hungary BlackRock Hungary Kft BP BSC Kft. BT (British Telecommunications) BT ROC Kft. Celanese BBSC Celergo Celergo Hungary Kft. Citibank Europe Plc. CloudAgents Zrt. Cognizant Technology

[20]

Enterprise Services Magyarország kft. United Call Centers VSSB Vodafone Szolgáltató Központ Budapest Zrt.

Miskolc

Nyíregyháza Lego Raiffeisen Bank

Nyíregyháza

[118]

Debrecen

[208]

Békéscsaba

Hódmezővásárhely [47] Szeged

Miskolc

[64]

BT ROC Kft. E.ON Ügyfélszolgálati Kft. Flowserve Hungary Services Kft. IT Services Hungary Kft. Merlin National Instruments Hungary Kft. Transcosmos Informatikai Rendszer Támogató Szolgáltató Kft.

Bekescsaba Budapest Bank Zrt.

[162]

Szeged Paks Nemzeti Üzleti Szolgáltató

IT Services Hungary Provident Pénzügyi

Population: 9,849 Population figures in thousands

www.ceeOutsourcingAwards.com

2018

BONARKA 4 BUSINESS BUILDING H

SILESIA TOWERS  KATOWICE, POLAND

 KRAKOW, POLAND

MILLENNIUM GARDENS

LAKESIDE AKESID PARK P RK II..

 BUDAPEST, HUNGARY

 BRATISLAVA, BRA RATI TISL SL S LAV VA, A SLOVAKIA SLO LOVA VAKI VA KIA KI A

THE REAL ESTATE WWW.TRIGRANIT.COM

Hungary Budapest

| Date started: 2001 | Business type: BPO | Full time employees: 150 | Services provided: global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services. | Top local manager: György Gombár, Country Manager

B. Braun Medical

CEE Shared Services and Outsourcing Directory

| Top local manager: András Csató , CFO

BDO Hungary | Top local manager: Péter Hajnal , Managing director, Partner

SSC BlackRock Hungary Tel.: +36 1 686 0000 | Date started: 2017 | Business type: SSC | Top local manager: Melanie Seymour, Managing Director

SSC BT (British Telecommunications) eMail: bt.roc.communications@bt.com https://sscheroes.com/company/bt-hungary | Global HQ: London, United Kingdom | Date started: 2007 | Business type: SSC/BSC | Full time employees: 2400

| Services provided: Others | Additional services provided from CEE: In our Budapest and Debrecen offices more than 2,400 colleagues support global business operations in 11 main units. Most of the activities are centred around Customer Service, Service Assurance, Finance, HR, Inside Sales, Network Design and Project Management. | Languages spoken: 20 | Other CEE locations: Debrecen | Primary sector(s): Telecommunications | Top local manager: Zoltan Szabo, General Manager | Other manager(s): Mate Fazekas, Head of employer branding

BPO Celergo Tel.: +36.21.2353746 eMail: sales@celergo.com www.celergo.com | Global HQ: Deerfield, IL, United States | Date started: 2012 | Business type: BPO | Full time employees: 150 | Services provided: Finance/Accounting | Languages spoken: 40+ languages | Primary sector(s): Global Managed Payroll Services | Geographical scope: 150+ countries globally | Other comments: Founded in 2004, Celergo provides a unique combination of technology and services to global employers with employee populations in three or more countries. With capabilities to execute payroll compliantly in 150+ countries, Celergo serves over 200 clients from Fortune 100 companies in dozens of countries, to small and mid-size companies and those just embarking on

Winner

their global expansion. Our mission, at its core, is to create the happiest clients and the simplest payrolls. | Top CEE Manager: Attila Tamas, Director of Client Services | Top local manager: Timothy Callahan, Chief Executive Officer | Other manager(s): Michele Honomichl, Chief Strategy Officer, Founder | Top HR Manager: Terry Adams, Sr. Director of Compliance and Human Resources

BPO CloudAgents Tel.: +3619995300 | Date started: 2008 | Business type: BPO | Full time employees: 400 | Services provided: Customer Support/ Call Centre/Telemarketing. Provides a global solution for multilingual customer service in a payper-use model with home-based agents around the globe. | Top local manager: Szmolinka Zsolt, CEO

Cognizant Technology Solutions Hungary | Date started: 2007 | Services provided: IT/Digital Services | Additional services provided from CEE: IT Service Desk; HR, ADMIN, FINANCE | Top local manager: Farhat Nooruddin, European Delivers Centers / Country Manager

SSC Computacenter Tel.: +36 1 777 7488 eMail: @computacenter.com www.computacenter.com

Top Employer Branding Initiative

BT ROC (British Telecommunications Regional Operational Centre) Hungary

CEE

Shared Services and Outsourcing Awards

• 700% visitor boost on our career page • 1000% boost in the monthly visit rates of the company profile micropage • 300% more delivered CVs on jobfairs

2018

www.ceeOutsourcingAwards.com

2018

CEE Shared Services and Outsourcing Directory

Hungary Budapest

| Global HQ: Hatfield, UK | Date started: 2014 | Business type: SSC/BSC | Full time employees: 550 | Services provided: Finance/Accounting | Additional services provided from CEE: * Global Service Desk - Operations Support * Reporting Business Analysts - Global Team * Procurement * Project management - Financial Reporting and Support * Automation - (Robotics) Technical Development Team * Global Inside Sales - Supply Chain * Service Billing Management & Operations * Tooling - Technical Analysis & Tooling Development * Knowledge management & Training * Change Management & Project Coordination | Languages spoken: 14 languages supported representing many EU languages. | Other CEE locations: Poznan, Poland | Primary sector(s): IT SERVICES | Geographical scope: Global | Expansion plans: Further scope expansion for BSC services & global IS support services | Other comments: Please see our careers site for current openings and to submit an application for a position. | Top local manager: James Nelson, Head of Shared Services | Other manager(s): Dennis Hamaker, Head of Operations - Global Service Desk | Top HR Manager: Renata Szabo, HR Manager

CRH (Holcim) | Top local manager: Ágoston Papp , Managing Director

SSC Cushman & Wakefield Shared Service Center Tel.: +36 1 268 1288 | Business type: SSC | Services provided: Accounts Payable, Accounts Receivables and Data management. | Top local manager: Tamás Polster, Head of Strategic Consulting EMEA

SSC Docler SSC Tel.: 36-1-432-3000 | Business type: SSC

| Top local manager: Dénes Osztroluczky , Managing Director

Tel.: +36 1 501 54 60

| Top local manager: Béla Tóth , Managing Director

SSC Eaton – EMEA Business Service Center Tel.: +3614991000 | Global HQ: EMEA HQ: Morges, Switzerland | Date started: 2015 | Business type: SSC | Full time employees: 400 | Services provided: EMEA Services: HR, SCM, IT, Finance, Customer Care, Sales support, Commercial management as well as internal functional support (Audit, Compliance, Data protection). | Top local manager: Csaba Szende, Human Resources Leader – EMEA BSC

SSC ECOLAB Tel.: + 36-1-880-5610; +36 1 880 5601 | Date started: 2006 | Business type: SSC | Full time employees: 250 | Services provided: BSSC is a Centre of Excellence for Order to Cash and Procure to Pay services for Ecolab | Top local manager: Gabor Masat, Director, SSC

BPO Ellerton Call Centers. Tel.: +3630 870 8080 | Date started: 2012 | Business type: BPO | Services provided: Call Center | Top local manager: László György, Managing Director

BPO Enterprise Services Hungary

E-Sense

BPO CPL Jobs

E.ON Ügyfélszolgálati

Winner IT Services Firm of the Year – CEE

EPAM Systems (Hungary)

CEE

• Started in Belarus in early 1990s. • Now more than 24,000 employees worldwide • Share price rose from $20 to $120 over last 5 years.

Shared Services and Outsourcing Awards

2018

www.ceeOutsourcingAwards.com

2018

Budapest Hungary

Dorottya Németh Site Director, Harman, Székesfehérvár, Hungary Parent Company: Harman International Corp, Stamford, USA

Your company’s opeations in CEE? Harman Financial Services is based in Székesfehérvár, Hungary. Our department has been providing Employee, HR and Payroll Services in EMEA for 17 countries for all of the core business lines in Harman. We have implemented lately also the Payroll Accounting. We started our first transition in September 2016. We have 25 FTEs. At this stage we focus on the payroll content development to sustain high quality services for our business stakeholders. Explain why your company set up operations here, and any specific factors that influenced the company’s decision: Harman has already Manufacturing Sites in Székesfehérvár, Hungary and Harman also started to set up the Finance Services Shared Service Center couple of years ago. Good pool of foreign language speaking candidates, distance from Budapest, lower cost of employment, excellent infrastructure. How will your operations develop in the next 2-3 years? Harman SSC EU HR/Payroll is new on the market, but I was happy to join because the smaller size of the SSC and the non Budapest location let me to focus on the quality and creation of a true learning organization. I foresee in the next 2-3 years, that new SSCs are expanding in the Hungarian countryside and

services, document-management | Top local manager: Dion Weisler, President & CEO

BPO EPAM System Tel.: +36-1-327-7400 | Business type: BPO | Top local manager: Bence Vinko, Managing Director - CEE region

the bigger development of HRIS functions and HR Analytics. RPA and Process Automation – please tell us what your company is doing in this space. Harman focuses also the Process Automation tasks, however we are at an early stage to introduce RPA functionalities. There were a lot of acquisitions, mergers in the past years, so now we need to standardize and consolidates our processes first. 3 specific bits of advice to other firms considering setting up in CEE: Focus on understanding the business to be able to act as a partner. Create a safe environment for your employees to be open for being a member of a learning organization. Know your future employees and involve them in your decision making processes. Optimize operations; Brand also your jobs; Introduce learning organization model. Employee Issues – and what are the employment challenges in the coming years.

SSC ExxonMobil Business Support Center Tel.: +36 1 344 3400 eMail: RecruitmentHU@exxonmobil.com; BudapestBscCommunication@exxonmobil.com www.exxonmobil.com

2018

Biggest surprises (positive and negative) about operating an SSC centre in CEE. Positives: Good local career opportunities using language and intercultural skills. Negatives/Improvements needed: Too many changes, uncertainties: operations are coming then going to India/Singapur, etc., sometimes it is difficult to be resilient. Lack of real partnership from core business, beyond cost saving and standardization lack of interest in offering the same opportunities. 2016 – Head of HR/Payroll Services at Harman International: set up the new SSC in Székesfehérvár, Hungary, CEE SSC Awards Winner: New Entrant of the Year, 2018. 2014: Managing Director Mol HR Services: reorganization, implementing HR Partner Support, International Mobility, English language services in the portfolio. 2012: Tetra Pak, Reward Manager in EMEA: implementation of Reward processes, salary tool, job evaluation, marker research, etc. 2006: Convergys (NGA): various functions for Whirlpool Operations

| Date started: 2004 | Business type: SSC/BSC | Full time employees: 1500+ | Services provided: Finance/Accounting | Additional services provided from CEE: Controllers, IT, Fuels and Lubes Customer Service, Upstream Commercial and Tax. The center provides a wide range of services to ExxonMobil businesses regionally in Europe, Africa and the Middle East, while some services are provided across the globe.

languages | Primary sector(s): Oil, gas, energy | Geographical scope: EAME, Global

With over 55 nationalities present in our office, we enjoy an open, inclusive and supportive work environment.

FrieslandCampina Service Centre EMEA

ExxonMobil is the world’s largest publicly traded international oil and gas company. Today ExxonMobil operates in more than 100 countries, on 6 continents, with about 70.000 employees, and is best known by the brand names: ExxonMobil, Esso and Mobil. | Languages spoken: 9 business

My department has 25 employees, from 0 to 25 we reached since 2016 September. I think we can grow further in the coming years, might be doubling. Employee skills: more used to multitasking, tech savies, but less analytical or diving deep. Worklife integration becomes more and more important, but leadership will go back to the consultant model from delegation/coaching focused, as results will be more important in performance management than time factors. Benefit landscape: companies need to provide tailor-made packages based on the lifestyle of the employees. Health insurance and pension plans will become more used. Finding and keeping good employees: employer branding is essential, internal trainings become more important.

CEE Shared Services and Outsourcing Directory

Manager’s Profile

| Top local manager: Pieter van der Velden, CFO

SSC GE Global Operations

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Hungary Budapest

Commercial & Cash Legal | Languages spoken: 30+ languages | Other CEE locations: Prague, Elbag, Warsaw, Bucharest, etc. | Primary sector(s): Power, Aviation, Healthcare | Other operations: Captive SSC | Geographical scope: Europe & Russia CIS, and some Global services | Other comments: Budapest: 2000 employees | Top local manager: Bjorn Bergabo, General Manager | Other manager(s): Michael Pinto, Site Leader, Vaci Greens Budapest | Top HR Manager: Ilona Barcza, HRM, Europe

SSC Getronics EMEA

CEE Shared Services and Outsourcing Directory

SSC Hellmann Shared Service Center.

SSC KCI Hungary

| Date started: 2016 | Business type: SSC | Top local manager: Eloed Sata, Managing Director

IBM Capital | Top local manager: Alan Knight, Budapest CoE Site Executive

IBM Hungary International Shared Service Center eMail: isscv@hu.ibm.com | Date started: 2004 | Business type: Hybrid | Services provided: Finance/Accounting | Additional services provided from CEE: HR, Procurement, CIO, Q2C, Indirect Tax | Languages spoken: 35+ | Top local manager: Edina Drabik, Managing Director

International Federation of Red Cross and Red Crescent Societies Tel.: 3612454400 | Date started: 2017 | Services provided: IT/Digital Services | Additional services provided from CEE: Procurement Services | Top local manager: Elias Ghanem, Director

KPMG Global Services Hungary | Top local manager: Michael Krell, Partner

SSC Lexmark International Technology Tel.: +36-1-501-7228 | Date started: 2008 | Business type: SSC | Full time employees: 350+ | Services provided: F&A, IT Services/Software Development, HR or Payroll, Data Analytics/ Management, Logistics/Supply Chain, Customer Support/Call Centre/Telemarketing | Top local manager: Péter Csucska , Managing Director

Liferay Hungary | Top local manager: Zsolt Balogh , General Manager

Winner New-entrant SSC of year

Harman (Székesfehérvár, Hungary)

CEE

Shared Services and Outsourcing Awards

2018

www.ceeOutsourcingAwards.com

2018

Budapest Hungary

| Global HQ: Germany | Top local manager: Sándor Szomora , CEO

Credit Risk and Documentation. | Top local manager: László Hajdu-Németh , Executive Director

SSC MVM Group (Hungarian Power Companies)

MÁV Szolgáltató Központ | Top local manager: Viktor Zala , Managing Director

SSC Merlin Tel.: +36 1 815 4500 | Date started: 2010 | Business type: SSC | Full time employees: 315 | 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. | Top local manager: Zsolt Szmolinka, Head of Service Delivery Europe

SSC Morgan Stanley Tel.: +36 1 881 4000 | Global HQ: USA | Date started: 2006 | Business type: SSC | Full time employees: 1500+ | Services provided: SSC: F&A, Data Analytics, provides support across variety of services including IT, Financial Control, Operations,

| Global HQ: Hungary | Business type: SSC | Full time employees: 60 | Services provided: Largest state-owned company in Hungary. SSC: Treasury, Controlling, Accounting and Tax and CAPEX Allocation activities of the MVM Group, | Top local manager: Laszlo Szabo, Finance Director

National Instruments | Date started: 2005 | Services provided: Client Contacts/ Services | Additional services provided from CEE: Finance/ Accounting IT HR | Top local manager: Laszlo Abraham, Geneal Manager, NIH

Winner

provided: Client Contacts/Services | Languages spoken: English, French, Spanish, Dutch, German, Italian, Portuguese, Chinese, Slovak, Czech, Polish and Hungarian. | Primary sector(s): Cosmetics | Top HR Manager: Lilla Szerencsi, Regional HR Manager, CEE

BPO Pactera Technology Hungary | Date started: 2014 | Business type: BPO | Full time employees: 230 | 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). | Top local manager: Antonio Montomoli, Vice President

Shared Services Firm of the Year – CEE

CEE Shared Services and Outsourcing Directory

Lufthansa Technik Budapest

Avis Budget Group, Budapest, Hungary

CEE

Shared Services and Outsourcing Awards

• 1200 employees supporting our customers in 12 different languages. • largest back office processing center for Avis globally. • Improve WC for group by faster cash collection and increased revenue.

2018

87 www.ceeOutsourcingAwards.com

Hungary Bekescsaba

CEE Shared Services and Outsourcing Directory

provided: Finance/Accounting | Additional services provided from CEE: Bookkeeping Monthly Closing and International Reporting Tax Compliance Statutory Reporting Payroll Loan staff services (wide range) Shared service centre support Fast clean-up Decision support Business financial control & Budgeting Training Process mapping & Internal control Standardisation of accounting systems & process New business start-up support M&A support Wind-up & Liquidation support Corporate administration Software solutions | Languages spoken: English | Other CEE locations: Bratislava, Bucharest, Prague, Warsaw | Primary sector(s): 40+ industries | Geographical scope: Europe | Top CEE Manager: Andrew Majlath, Managing Director | Top local manager: János Babos, Managing Director | Other manager(s): András Szalai, Managing Director | Top HR Manager: Dóra Kis, HR Director

Randstad Sourceright | Top local manager: Sándor Baja , Managing Director

RSM DTM Hungary (BPO Hungary) | Top local manager: Balázs Horváth , Client Relations

BPO Safeguard World Hungary Tel.: +36 1 444 0700 | Business type: BPO | Top local manager: Szilveszter Bujdosó , Budapest Service Center Leader

SSC Ubiquity Global Services Hungary

| Top local manager: Cuneyt Kayacan, Head of Sales Business Operations

| Business type: SSC | Top local manager: Sagar Rajgopal, Managing Director

Sykes Közép-Európa

SSC UNHCR United Nations High Commissioner for Refugees

Syngenta Services Magyarország | Top local manager: Chris Langley, Head of Finance SSC

Tata Consultancy Services Tel.: 36 1 886 8000 eMail: hungary.info@tcs.com www.tcs.com | Global HQ: India, Mumbai | Date started: 2004 | Full time employees: 2000 | Services provided: IT/Digital Services | Additional services provided from CEE: We function as a full stakeholder to business, offering a consulting-led approach with an integrated portfolio of technology led solutions that encompass the entire Enterprise value chain. | Languages spoken: English, German, Russian, Spanish, French, Italian, Swedish, Dutch, Czech, Slovak, Polish, Roman, Greek, Hebrew, | Other CEE locations: Warsaw, Bratislava | Other operations: Consulting services | Geographical scope: Worldwide | Top CEE Manager: Prabal Datta, Managing Director CEE | Top local manager: Prabal Datta, General Manager, Delivery Center Head | Other manager(s): Edit Bencsik, Head of Marketing | Top HR Manager: Gabriella Zaharia, Head of HR

Unicall Communication Group | Top local manager: Jan Koncsol , Country General Manager

UNICEF Tel.: 3617909333 | Services provided: Finance/Accounting | Additional services provided from CEE: UNICEF Global Shared Services Centre | Top local manager: Mark Beatty, Director

Unisys Global Services Tel.: 361-801-0300 | Date started: 2006 | Business type: Hybrid | Full time employees: 700+ | Services provided: ITO: provides outsourcing services, system integration and consulting services, infrastructure services, maintenance services and high-end server technology. | Top local manager: Éva Bancze , Office Manager

SSC Viacom International Hungary | Date started: 2010 | Business type: SSC | Full time employees: 10 | Top local manager: Balázs Tóth , Director

SSC WHO World Health Organization

| Business type: Hybrid | Top local manager: Mohan Palaiyakkarar, Sr network manager

| Business type: SSC | Top local manager: Franceso Moneta, Head of World Health Organization Budapest Centre

SSC SAP Global Support Center

BPO TMF Group | Business type: BPO | Top local manager: Orsolya Ignácz , Director Client Services

Tel.: +36 1 287 8109 | Business type: Hybrid | Top local manager: Tamás Sipics , Finance Director

Tech Mahindra Limited

| Date started: 2001 | Business type: SSC | Full time employees: 445 | Services provided: supporting services mainly to European SAP clients and SAP division and daughter companies. | Top local manager: Balázs Ablonczy , Managing Director

SAPA Profiles

Sony Europe

BPO Transcom Tel.: 36 1 336 5000 | Date started: 2005 | Business type: BPO | Full time employees: 350+ | Services provided: BPO: customer support, call center. In addition to the Operations area, Budapest is also one of Transcom’s global IT Support centers. | Top local manager: Tamas Gabor, Country Manager

www.ceeOutsourcingAwards.com

Bekescsaba Budapest Bank | Top local manager: Nikolett Bohus , Communications Manager

Biatorbágy Aldi Magyarország Élelmiszer | Top local manager: Zoltán Hidvéghy , Director International IT

2018

Budaors Hungary

Emese Szakacs Director, AGCO Shared Services, Budapest Parent Company: AGCO Corporation, Duluth, Georgia, USA

Your company’s opeations in CEE? AGCO’s multi-function Shared Service center is a captive SSC providing services for AGCO businesses wordwide in the areas of IT (enterprise technical and application services, project management, global infrastructure services, service desk), HR (employee lifecycle management) and for businesses in the EMEA region in Indirect Purchasing and Finance (P2P, R2R, FP&A). Opened in 2011 with the plan to be a 50 head SAP development center, the operations has grown by 2018 to 260 employees and 5 functional areas to support. Further expansion is expected in 2018-2019 by diversifying the service portfolio in the existing service delivery areas and including new functions into the Center. Explain why your company set up operations here, and any specific factors that influenced the company’s decision: • Availability of skilled workforce with appropriate experience level and language capabilities. • EU membership, proximity to the main manufacturing operations in Western Europe. • Appropriate infrastructure, low corporate income tax. • Enable lower cost service delivery. • Centralized activities enable standardization and harmonization of business processes across brands and locations as well as regions. How will your operations develop in the next 2-3 years? Over the last 2-3 years we achieved operational excellence with the processes centralized in the SSC: we integrated silo activities, standardized processes across brands and locations, improved productivity and customer experiences. Introducing continuous improvement programs, we continuously increase

efficiency and drove cost savings not only with the processes located in the SSC, but with end-to-end processes. More and more complex and strategic positions are moved to our SSC and new business areas are also looking at opportunities the SSC model can deliver to them. We expect further growth of the SSC by including new functions and expanding the existing portfolio with more cross-functional, cross-brand value added activities as well as services with strategic impact. Focus areas for the next 2-3 years alongside with the transition projects is introduction of new innovative service delivery solutions, new, flexible service models, accelerated implementation of RPA and using and developing cutting edge technology to support digitalization. RPA and Process Automation – please tell us what your company is doing in this space. AGCO started the RPA journey.2017 implementing the first successful pilot robots in Finance and HR. In the meantime we’ve built an inventory of 120 RPA opportunities to be implemented in the next 12-18 month, and established an RPA center of Excellence in the Budapest SSC. We expect a significant increase of active robots in all service delivery areas in the SSC as well as in business processes not centralized in the SSC. 3 specific bits of advice to other firms considering setting up in CEE. • There is never enough change management – do not underestimate the change management impact. It requires a different mindset to work with the SSC. • Thoroughly plan knowledge transfer using all possible methods to capture knowledge especially when processes are not documented. • Define the baseline with the business stakeholders and manage expectations in terms of results. • Optimize using continuous improvement programs and continue with change management. • Embrace new technologies and lead initiatives like RPA etc. Employee Issues – and what are the employment challenges in the coming years.

Budaors

Debrecen

SSC TetraPak Hungaria

SSC BT ROC

2018

Currently we have 260 employees, expected to increase to 300 by the end of 2018. The labor market is very competitive in Hungary, there are skilled and experienced candidates on the market in all service areas, but attracting and retaining them requires focus, speed and good employer branding. More and more candidates with international experience are also available on the market. The benefits landscape is changing, there is a gradual increase in the salaries, but this is not the main factor. Millennials require different benefits, community feeling, values, company culture, flexible work schedules can be a differentiator. Job content, purpose and career opportunities are key for retention. Biggest surprises (positive and negative) about operating an SSC centre in CEE. Positives: incredible level of energy, “can do and will do” attitude, ease of driving change. Negatives/Improvements needed: high stress level in the teams due to pressure from stakeholders outside of the SSC which needs to be managed at all levels. Specific cost savings that your firm has achieved. On average 25% SG&A cost reduction in the areas transitioned to the SSC – this benefit is realized even with investment in new tools and cost of setting-up a modern SSC environment. I am the GM of AGCO Shared Services since June 2013. I joined AGCO in 2011 as Finance Reengineering Manager, EAME/APAC. I’ve been leading finance transformation initiatives, continuous improvement and organizational effectiveness projects in order to optimize Financial Shared Services and improve the Finance Business Support of the AGCO Businesses. Prior to AGCO I held various positions managing Shared Service and CoE set-up, SAP FICO implementations, end-to-end process standardization and improvement projects at AXA in France and Switzerland and various SSC operational roles at General Electric and Genpact in Hungary. I earned a Master in Corporate Finance and Offshoring – Outsourcing diploma from CEU Business School in Budapest and a Diploma in Strategic Marketing from the University of Modern Business Studies in Budapest. I am certified in Project management.

CEE Shared Services and Outsourcing Directory

Manager’s Profile

E.ON Ügyfélszolgálati | Top local manager: Béla Tóth , Managing Director

www.ceeOutsourcingAwards.com

Hungary Hódmezővásárhely

| Top local manager: Zoltán Hidvéghy , Director International IT

IBM DSS

Convergys Hungary

| Global HQ: UK | Business type: SSC | Full time employees: 80 | Services provided: IT Services, Customer Support,BPO

| Top local manager: Andrea Osztóx , Site Director

| Top local manager: Zoltán Zerényi , Client Innovation Centre Executive

E.ON Ügyfélszolgálati

SAPA Profiles

| Top local manager: Béla Tóth , Managing Director

Tel.: +36 1 287 8109 | Business type: Hybrid | Top local manager: Tamás Sipics , Finance Director

CEE Shared Services and Outsourcing Directory

Aldi Magyarország Élelmiszer

SSC Harman International | Date started: 2010 | Business type: SSC | Services provided: F&A | Top local manager: Elisabeth Preiszler, Senior Director Finance Controlling Country Hungary

SSC Merlin

SSC National Instruments Hungary

IT Services Hungary

BPO Transcosmos Informatikai Rendszer

| Business type: BPO | Top local manager: Norbert Kovács , Office Manager

Unisys Global Services

Hódmezővásárhely SSC Villeroy & Boch Tel.: +36 62 530530 | Business type: SSC | Top local manager: Annamária Szabó, SSC Head

Miskolc Enterprise Services Magyarország | Top local manager: Zoltán Czibók , Managing Director

Tel.: 361-801-0300 | Date started: 2006 | Business type: Hybrid | Full time employees: 700+ | Services provided: ITO: provides outsourcing services, system integration and consulting services, infrastructure services, maintenance services and high-end server technology. | Top local manager: Éva Bancze , Office Manager

Szeged IT Services Hungary

| Top local manager: Richárd Kozma , Operations Leader

VSSB Vodafone

Provident Pénzügyi

| Top local manager: Péter Major , Office Manager

| Top local manager: Levente Nemcsók , SSC Manager

Nyiregyhaza

Székely

United Call Centers

SSC Lego Hungaria

BPO ATALIAN Global Services

Tel.: +36 1 887 3890 | Business type: BPO | Services provided: Various

Paks Nemzeti Üzleti Szolgáltató | Top local manager: Zsuzsanna Gombkötő , Managing Director

Pécs

SSC Visteon Tel.: 36 22 530 300 | Date started: 2000 | Business type: SSC | Full time employees: 200 | Services provided: F&A, Logistics/Supply Chain, Customer Support.

Szentendre FORD | Top local manager: Viktor Molnár , Regional Director

Törökbálint Telenor Common Operation | Top local manager: dr. Gábor Kőrösi , Director Regulatory Affairs and Government Relations

Vasvár Enterprise Services Magyarország | Top local manager: Zoltán Czibók , Managing Director

Székesfehérvár SSC Arconic eMail: agota.vizkeleti@arconic.com | Business type: SSC/BSC | Full time employees: 400 | Services provided: Finance/Accounting | Additional services provided from CEE: People Services | Geographical scope: Global | Top local manager: Ágota Vízkeleti, Hub Manager Europe - Financial Shared Services

www.ceeOutsourcingAwards.com

2018

Bucharest Romania

Romania Accace | Top local manager: Bogdan Badea

Accedio (Emcer Consult)

BPO Accenture Services

Adobe Systems

| Top local manager: David Nuescheler

| Top local manager: Stefan Badescu

Acollada (TotalSoft SA)

Accenture - Energyquote

ACS

Advantage Software Factory

| Full time employees: 250

Active Power Solutions

| Top local manager: Vali Dragnuta

| Top local manager: Iulia Balcanu

Iași Amazon Development Center Romania ARCADIS PROJECT ENGINEERING ATEXIS SRL Capgemini CONDUENT FIRE CREDIT SRL Ness Iasi Technology Innovation Center SCC SERVICES ROMANIA SRL UniCredit Business Integrated Solutions (UBIS) XL World

Suceava [106]

Iași

Population: 19,600

Cluj-Napoca [325]

Cluj

[309]

Arvato Bertelsmann Bombardier Transportation SSC Bosch R&D Cluj EMERSON Endava Evalueserve Fortech Genpact HP GeBOC Ikon Soft

Imprezzio Global SRL iQuest Technologies KL Software Napoca Software Office Depot Service Center S.R.L. Recognos Sykes Enterprises Eastern Europe Thomsons Online Benefits Wayfare Yardi Romania

Timișoara [320]

CEE Shared Services and Outsourcing Directory

Bucharest

Galați [299]

Timișoara Alcatel Lucent Bosch Communications Center Continental Automotive

Galați Selir

BUCHAREST [1,950]

Bucharest Accace Accedio (Emcer Consult) Accenture Energyquote Accenture Services Acollada (TotalSoft SA) ACS Active Power Solutions Adobe Systems ADP Centre of Excellence Advantage Software Factory SRL AK Jensen Ltd. Allianz Alstom Finance Shared Services Amway Romania APT ARCHIBUS Solution Center Romania Architected Business Solutions Aristonthermo Shared Service Center Arobs Transilvania Software

2018

Atalian Global Services Attosoft SRL Auchan Automobile Dacia Avaya Axway Romania Be BearingPoint C&A CAFR Call Point Group Cameron Romania Capgemini Carestream - EMEA Shared Service Center Central Europe Technologies Centric IT Solutions CEZ Romania Cisco Class IT Outsourcing CodeSphere Competence Call Center (CCC) Computaris Romania Computer Generated

Concept24 Conectys Conectys Serv Telecom SRL Cosmote CRH CS Communication & Systems CS VISION SRL Cybercom Group AB DB Global Technology Center DB Schenker Global Services Europe SRL DCS FAST LINK SRL Deloitte Deutsche Telekom Business Services SRL DHL INTL. Romania DXC Technology E.ON Business Services Cluj EEU Software Electronic Arts Romania ENEA Services Romania Enel

Enterprise Concept EOS KSI ERB IT SHARED SERVICES SA Ericsson - Global Services Centre evoline EXL SERVICE ExP Group EY Romania Fleming Europe FM Logistic Ford Romania Freescale Semiconductor România Fujitsu GDF Suez Energy Romania Geo Strategies SA Gersim Getronics GFK Gi Group Glencore Global Remote Services GM EON Services Goodyear

Groupe Renault Grup Servicii Petroliere Haufe-Lexware GmbH & Company KG Heineken Henkel Hexaware Hidroelectrica Hitachi Hochland Romania Hoffmann La Roche Holcim Lafarge Honeywell International Services HP GeBOC Huawei HyperCubic IT Outsourcing IBM Global Business Services Imperial Tobacco Group Infineon Technologies Infosys ING Bank Inotec Plus SRL Intel Romania Software Development Center

ISDC Romania IT SIX GLOBAL SERVICES SRL Japan Tobacco International Kapsch Romania Kaufland Kellogg European Services KEPLER-ROMINFO S.A. KPMG Lenovo Liberty Aerospace LIDL Romania Linde Gaz Romania LLP DYNAMICS-SERVICII INFORMATICE S.R.L. Logica CMG Luxoft Romania Mellon Romania Microsoft Molson Coors GBS, Monsanto Motorola Nestle Romania Network ONE D. Neusoft

OMV Petrom S.A. Petrom Solutions Optima Solutions Services Optima Solutions Services Oracle Orange OSF Global Services P4 Cards PayPal Pentalog Software Factory Petrom SSC Pfizer Process Solutions Procter & Gamble GBS Profidata Development România SRL PWC Raiffeisen International Sevices & Payments (CRISP) RHS Company RomSoft Romsys Romtelecom

Saint Gobain Samsung Shared Services Sanofi Schlumberger (Shared Services) Schneider Electric Siemens IT Romania SII RomaniaCVT Silicon Service SIVECO Romania SmartTel Societe Generale European Business Services Softserve Softvision Star Storage StarFoods Steelcase Global Business Centre Stefanini Syngenta Sysgenic Romania TCS Teamnet Teleperformance

Temenos SSC TMF Group Romania Total Global Services TotalSoft Transelectrica Transgaz UniCredit Business Integrated Solutions (UBIS) Unilever Valoris Vauban Veeam Software Vodafone Shared Services Walter Services Waters Romania Waters S.A.S. Webhelp Wind Technologies Wipro Technologies WISE Finance Solutions WIZROM SOFTWARE WNS Global Services Ymens Zitec ZTE Romania

www.ceeOutsourcingAwards.com

Romania Bucharest

AK Jensen Allianz | Services provided: Actuarial

Auchan

Capgemini

| Top local manager: Patrick Espassa

| Global HQ: France | Full time employees: 471 | Services provided: BPO: IT

Automobile Dacia

SSC Carestream - EMEA Shared Service Center

| Top local manager: Jerome Olive

Alstom Finance Shared Services | Top local manager: Mihai Badescu

Avaya

Amway Romania

Axway Romania

Tel.: +402-1539-7100 | Business type: SSC | Full time employees: 120+ | Services provided: F&A, IT, etc. | Top local manager: Alexandra Parascan, Site coordinator

Central Europe Technologies

BearingPoint

Centric IT Solutions | Top local manager: Karim Henkens

| Top local manager: Lucian Darie

| Global HQ: US | Full time employees: 192 | Services provided: SSC: Finance and Consulting

Architected Business Solutions

British American Shared Services Europe

Aristonthermo Shared Service Center

| Services provided: SSC; F&A, Legal | Top local manager: Raluca Costea

Cisco

| Services provided: F&A | Top local manager: Simona Vasilescu, Head of SSC

Business Information Systems (Allevo)

Class IT Outsourcing

| Top local manager: Dorina Preotu

| Top local manager: Bogdan Tudor

C&A

CodeSphere

| Top local manager: Cristian Codrea

| Top local manager: Dan Damian

CAFR

Competence Call Center (CCC)

| Top local manager: Marius Burduşel

| Top local manager: Veronika Weiss

Call Point Group

Computaris Romania

| Top local manager: Xavier Marcenac

| Global HQ: UK | Full time employees: 104 | Services provided: BPO/SSC | Top local manager: Bogdal Danila

| Top local manager: Ioana Enache

APT

CEE Shared Services and Outsourcing Directory

ARCHIBUS Solution Center Romania

Arobs Transilvania Software | Top local manager: Voicu Oprean

Ascendis | Top local manager: Mariana Movila

BPO Atalian Global Services Tel.: +36 1 887 3890 | Business type: BPO | Top local manager: Yves d’Arfeuille, Director South Eastern Europe

Cameron Romania

Attosoft

| Top local manager: Eric Lewis

| Top local manager: Tiberiu Stoicescu

CEZ Romania | Top local manager: Jan Veskrna

Computer Generated Solutions Tel.: +40-21-527-0000

Winner Emerging City of the Year – CEE

Iasi (Romania) • 9,33% from 15.000 to 16.400 employees in IT & Outsourcing industry

CEE

Shared Services and Outsourcing Awards

2018

www.ceeOutsourcingAwards.com

2018

Romania Bucharest

Company Profile

Allianz Technology – Actuarial Support Center

currently offers to other entities in the group five main service types: financial business services, IT services, actuarial services, professional services and HR services.

Bucharest, Romania largest actuarial hub in Romania

Total number of employees: 315 employees in December 2017; 350 employees estimated for end year 2018 Locally-based top director: Alina Ionescu, Head of Branch

CEE Shared Services and Outsourcing Directory

Date started: October 2013 Company’s global activities: As a global line of Allianz, Allianz Technology provides the worldwide family of Allianz companies with in-house services in the fields of IT Infrastructure, Application Platforms and Business Services. Allianz operates as an international insurer on almost every continent. The group has deep roots in its home market: Western, Northern & Southern Europe. In Central & Eastern Europe and Asia Pacific Allianz is one of the leading international insurance companies. With different emphases, it is also present in America and Africa. At the same time, Allianz Technology has its headquarters in Munich and more than 8,000 employees supporting Allianz Group in preserving its leading market position through synergies and innovation from 34 countries around the world.

Concept24 | Top local manager: Andrei Manea

BPO Conectys Serv Telecom

Tel.: +32 929 80111, +4 480 009 88308 | Global HQ: Romania | Date started: 2004 | Business type: BPO | Full time employees: Dec 2017: +900 | Dec 2018: +1,400 | Services provided: Client Contacts/ Services | Additional services provided from CEE: Client Contacts/Services | Additional services provided from CEE:Conectys offers Multilingual Customer Service, Technical Support, User Generated Content Moderation and Network Operations Center services, from strategically chosen delivery locations, in over 35 languages, 24/7/365. Conectys was also awarded Best BPO firm of the Year 2016 and 2014 at the CEE Awards and has been ranked

Company’s locally-based activities and services:

All clients of the ASC are currently entities of the Allianz Group operating outside Romania. The most important ones are Allianz Global Corporate & Specialty, Allianz Technology SE Munich, Allianz RE. The Bucharest Branch of Allianz Technology was founded in 2013 and it

a Top 10 Global Multilingual Outsourcing Vendor by leading analysts. | Expansion plans: Conectys has recently expanded (Q1 2018) to a second site in the Philippines, Iloilo adding 550 seats and growing to a total of 1100 seats in the Philippines. The company also became active in the US, Dallas. | Top local manager: Arnold Cobbaert, CEO

Cosmote | Top local manager: Nikolai Beckers

CRH CS Communication & Systems | Top local manager: Michel Manuel

CS VISION

Unique nature of the services provided: The Actuarial Support Center (ASC) within Allianz Technology Romania is the largest actuarial hub in the country, with a team of almost 60 professionals. It started its activity in 2013, at the same time with the Romanian Branch. It initially provided an extended workbench type of support, moving towards offering project-based support. In the past 4 years, ASC has been expanding its collaborations across the Allianz Group, allowing the other entities to free up their actuaries and to focus on more strategic and top-level business developments. According to the Actuarial Association of Europe, actuaries may start their training after they graduate by joining an actuarial firm, an insurance company or a pension fund as a trainee. Being in an actuarial job will develop certain skills which will help passing the exams. The actuarial profession requires quite a complicated and lengthy accreditation process, which usually starts after graduating a Mathematics, Statistics or Economics degree..

DB Schenker Global Services Europe Tel.: +40 31 6303100 | Global HQ: Berlin, Germany | Date started: 2015 | Business type: GBS/CoE | Full time employees: 600 | Services provided: 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. | Top local manager: Mateen Memon, Managing Director

| Top local manager: Oana Chetves

Cybercom Group

DCS FAST LINK | Top local manager: Loredana Cornea

| Top local manager: Camilla Oberg

www.ceeOutsourcingAwards.com

2018

Bucharest Romania

Manager’s Profile

Roman Zalewski Global Accounts Payable Business Process Owner, Bucharest, Romania Parent Company: The Goodyear Tire & Rubber Co, Ohio, U.S.

Your company’s opeations in CEE? Goodyear as a group is one of the world’s largest tire companies. It employs about 64,000 people and manufactures its products in 48 facilities in 22 countries around the world. Its two Innovation Centers in Akron, Ohio and Colmar-Berg, Luxembourg strive to develop state-of-the-art products and services that set the technology and performance standard for the industry. Goodyear CEE, a sub cluster of EMEA, consists of Poland, Slovenia, Hungary, Czech, Romania (sales), Slovakia. Our factories are located in Kranj, Slovenia, and in Debica, Po-

Deloitte | Full time employees: 500 | Services provided: BPO: F&A

SSC Deutsche Telekom Business Services | Business type: SSC | Top local manager: Nikolai Beckers

land, producing top ranked brands: Goodyer, Dunlop, Debica, Sava, Fulda. Explain why your company set up operations here, and any specific factors that influenced the company’s decision:

How will your operations develop in the next 2-3 years? The first workstream located in Bucharest was simple and repetitive Procurement activities, for a low value, while currently the center is working as a Global Center of Excellence (Middle Office) for multiple workstreams, like Procurement, Account Payable, GL, R2R, T&E. Work that is transitioned to Bucharest is going through simplification and standardization process, and then is being transitioned to the Global center in Manila. Tasks centralized in the Middle Office Work require language skills, market and business knowledge as well as high interaction with local organization.

Geo Strategies | Top local manager: Dorin Rusu

Gersim

Euro-Testing Software Solutions

| Top local manager: Daniel Stefanescu

| Top local manager: Silviu Racuciu

DHL INTL. Romania DXC Technology

Getronics

evoline

GFK

| Top local manager: Bajko Judit

| Full time employees: 600

E.ON Business Services Cluj

EXL SERVICE

| Global HQ: Germany | Full time employees: 463 | Services provided: SSC | Top local manager: Frank Hajdianjak

| Top local manager: Radu Rahovan

EEU Software

Gi Group | Top local manager: Daniele Merlerati

ExP Group

Glencore

| Top local manager: Marc Cannizzo

| Top local manager: Andrei Solomon

Electronic Arts Romania

EY Romania

ENEA Services Romania

| Full time employees: 750 | Services provided: BPO: F&A | Top local manager: Aurelia Costache,

| Global HQ: Sweden | Full time employees: 236 | Services provided: BPO/SSC

Fleming Europe | Top local manager: Martin Valovsky

Enel Entelion Software Enterprise Concept | Top local manager: George Berghe,

FM Logistic Ford Romania Freescale Semiconductor România

CEE Shared Services and Outsourcing Directory

Our Company strategy is to grow our shared service model, with 3 main centers: in Akron, Manila and in Bucharest. In Europe, Romania was placed number one location after a careful investigation of multiple factors: availability of talent, cost, economy (current and prospects), language pool.

GM EON Services | Top local manager: Dragos Barbulescu

Goodyear

| Top local manager: Adrian Purcarea

EOS KSI | Full time employees: 220

Fujitsu

ERB IT SHARED SERVICES

GDF Suez Energy Romania | Top local manager: Eric Stab,

SSC Ericsson - Global Services Centre

Google Groupe Renault Grup Servicii Petroliere | Top local manager: Gabriel Comanescu

Tel.: +40 21 4015 152

2018

www.ceeOutsourcingAwards.com

Romania Bucharest

Haufe-Lexware

HyperCubic IT Outsourcing

Kapsch Romania

| Top local manager: Juergen Thoma,

| Top local manager: Rohan Bogdan

| Top local manager: Dan Roman

Heineken

IBM Global Business Services

Kaufland | Top local manager: Adrian Viman

Henkel

| Business type: | Full time employees: 2172 | Services provided: SSC/BPO hybrid | Top local manager: Bogdan Balaci

Hexaware

Imperial Tobacco Group

| Global HQ: India | Full time employees: 150 | Services provided: BPO:IT

| Top local manager: Robert Dyrbus

| Date started: 2015 | Business type: SSC | Services provided: F&A | Top local manager: Kim Karstensen, GBS EMEA Center Lead

Infineon Technologies

Hidroelectrica

| Top local manager: Reinhard Ploss

| Top local manager: Mihail Stanculescu,

CEE Shared Services and Outsourcing Directory

KPMG

ING Bank

Hochland Romania

KEPLER-ROMINFO | Top local manager: Petrisor Guta

Infosys

Hitachi

SSC Kellogg European Services

| Full time employees: 488 | Services provided: BPO:F&A

| Top local manager: Iosefina Frolu

Lenovo

Hoffmann La Roche

Inotec Plus SRL

| Top local manager: Dan Zamonea

| Top local manager: Sorin Stefan

Holcim Lafarge

Intel Romania Software Development Center

| Top local manager: Daniel Bach

| Top local manager: Monica Ene-Pietrosanu

Honeywell International Services

Ipsos Research

| Top local manager: Mircea Tarta-Arsene

| Top local manager: Alina (Baciu) Stepan

SSC HP GeBOC

ISDC Romania

| Top local manager: Eddy Vermeire

LLP DYNAMICS-SERVICII INFORMATICE

IT SIX GLOBAL SERVICES

Logica CMG

| Top local manager: Aurel Netin

Liberty Aerospace LIDL Romania | Top local manager: Maksymilian Braniecki

Linde Gaz Romania | Top local manager: Oliver Christian Pfann

| Top local manager: Sorin Gavanescu

Huawei | Global HQ: China | Full time employees: 1100 | Services provided: SSC: F&A | Top local manager: Alina Raducan

Japan Tobacco International | Top local manager: Oana Claudia Iacob, Government relations manager

Winner

Luxoft Romania | Full time employees: 1326 | Services provided: BPO/SSC | Top local manager: Bogdan Pelinescu

Most unique services provider – CEE

Allianz Technology – Actuarial Support Center (Bucharest, Romania)

CEE

Shared Services and Outsourcing Awards

• Largest actuarial hub in Romania

2018

www.ceeOutsourcingAwards.com

2018

Bucharest Romania

SSC Mellon Romania

P4 Cards

Schlumberger (Shared Services)

Tel.: + 4 021 408 88 88 | Global HQ: Greece | Business type: SSC | Full time employees: 293 | Services provided: BPO

PayPal

Schneider Electric

| Top local manager: Damien Perillat, Sr Manager, Southern Europe

| Top local manager: Marius Persinaru

Pentalog Software Factory

| Business type: SSC | Full time employees: 600 | Services provided: SSC: R&D

Microsoft | Full time employees: 430 | Services provided: SSC/BPO hybrid: IT & Customer Support

Molson Coors GBS

SSC Siemens IT Romania

| Full time employees: 200 | Top local manager: Monica Jiman, CEO

SII RomaniaCVT

| Top local manager: Willy Dicu, General Manager

Petrom SSC

Monsanto

| Global HQ: Austria | Full time employees: 1122 | Services provided: SSC: IT, F&A

Silicon Service

Pfizer

SIVECO Romania

| Top local manager: Ionela Dumitrascu

| Top local manager: Cosmin Chioreanu

Nestle Romania

| Top local manager: Irina Socol

Process Solutions

SmartTel

| Top local manager: Ferenc Gabor

Network ONE D.

SSC Procter & Gamble GBS

SSC Societe Generale European Business Services

| Top local manager: Razvan Ziemba

| Business type: SSC | Full time employees: 298 | Services provided: SSC: Procurement | Top local manager: Oana Laza, P&Balkans Global Business Leader

Neusoft Tel.: + 40 (0)364-410.111 | Services provided: IT Development | Top local manager: Rares Grecu

Profidata Development România

Novartis

PwC

| Top local manager: Elena Mitova, Managing Director of Novartis Romania, UKR and CIS Countries

| Full time employees: 263 | Services provided: BPO: F&A

SSC OMV Petrom S.A. – Petrom Solutions | Business type: SSC | Top local manager: Oana Andreea Bucur (Pelea), Process & Commercial

BPO Optima Solutions Services Tel.: 0040 21 300 19 45 eMail: office@optimacall.ro www.optimacall.ro | Global HQ: Bucharest, Romania | Date started: 2010 | Business type: BPO | Full time employees: 300+ end 2017, 350+ forecast for end 2018 | Services provided: Client Contacts/Services | Other CEE locations: Iasi, Brasov | Primary sector(s): Telecommunication, Utilities, Financial Services | Top local manager: Daniel Mereuta, Managing Director

SSC Oracle Tel.: +40213039639 | Business type: SSC | Full time employees: 3040 | Services provided: SSC: Tech Support | Top local manager: Sorin Mandrutescu, General manager

Orange OSF Global Services | Services provided: cloud technology consultant and technology integrator serving retail, healthcare, finance, enterprise HR | Top local manager: Ion Georgeta, Financial Manager

| Global HQ: France | Services provided: IT Development

Raiffeisen International Sevices & Payments (CRISP) | Top local manager: Steven van Groningen

RHS Company | Top local manager: Dragos Popescu

Softserve

RomSoft

Softvision Tel.: +40 364 401 400 | Business type: Hybrid | Full time employees: 250 | Services provided: ITO | Top local manager: George Stan, Director General ...

Romsys | Top local manager: Horatiu Berdila

Romtelecom

Star Storage

| Top local manager: Nikolai Beckers

| Top local manager: Catalin Paunescu

S&T Romania Tel.: +40 21 208 5800 | Business type: Hybrid | Top local manager: Mircea Neagu, Country Manager

StarFoods

SSC Saint Gobain

Tel.: +40 364 71 03 81 | Business type: SSC | Services provided: HR, F&A | Top local manager: Bettina PLASSMANN , Managing Director, Global Business Center

SSC Steelcase Global Business Centre

| Business type: SSC

SSC Samsung Shared Services | Business type: SSC | Top local manager: Catalin Iorgulescu, General Manager

Sanofi Tel.: (+40) 21 317 31 36 | Services provided:

| Top local manager: Michalis Orfanoudakis

BPO Stefanini | Business type: BPO | Full time employees: 1152 | Services provided: BPO:Customer Support & IT | Top local manager: Manuel Frade, CEO EMEA Region

Syngenta | Top local manager: George Dragan

2018

CEE Shared Services and Outsourcing Directory

Motorola

www.ceeOutsourcingAwards.com

Romania Cluj

Sysgenic Romania

Unilever

Zurich Insurance

Tel.: +40 265 218397 | Full time employees: 39 | Services provided: Software/IT | Top local manager: Dragos Pahont, CEO

Valoris

Cluj

TCS

Tel.: +40 21 529 9929 | Services provided: Call Center – Outbound | Top local manager: Alexandra Fus, Operations Manager

Arvato Bertelsmann | Global HQ: Germany | Services provided: IT

| Full time employees: 100

Vauban

SSC Bombardier Transportation Shared Service Center

| Top local manager: Bogdan Padiu

Tel.: +40 21 316 4041 | Services provided: BPO/ITO

CEE Shared Services and Outsourcing Directory

Teamnet BPO Teleperformance

Veeam Software

Tel.: +40214010800 | Business type: BPO | Services provided: BPO | Top local manager: Edmona Popescu, CEO

Tel.: +40 372 821 700 | Services provided: Software Dev

BPO TELUS International

SSC Vodafone Shared Services

eMail: andreea.van_den_bosch@rail.bombardier. com http://www.transportation.bombardier.com | Global HQ: Cluj-Napoca, Romania | Business type: SSC/ BSC | Services provided: HR | Top local manager: Andreea Van den Bosch, Head of HR Operations Europe & Global | Top HR Manager: Andreea Van den Bosch, Head of HR Operations Europe & Global

| Date started: 2014 | Business type: SSC | Full time employees: 2000 | Services provided: IT/ContactCtr

Bosch R&D Cluj

Tel.: +40 423 02 95, +40 723 693 eMail: Office.bu@telusinternational.com https://www.telusinternational.com/ | Global HQ: VANCOUVER/CANADA | Date started: 2007 | Business type: BPO | Full time employees: 1200 | Services provided: Client Contacts/Services | Additional services provided from CEE: Voice, e-mail, messaging, Social Media support, outbound sales, education on brand, User safety and Product support, Risk support | Languages spoken: English, French, Spanish, German, Italian, Portuguese | Other CEE locations: SOFIA & PLOVDIV/BULGARIA | Primary sector(s): BPO & ITO | Geographical scope: NORTH AMERICA, EUROPE | Expansion plans: N/A | Top local manager: Gregoire Vigroux, Vice-President Marketing Europe

SSC Temenos SSC | Business type: SSC | Top local manager: Adina Fotachi, Head of Bucharest Shared Services Center

BPO TMF Group Romania Tel.: +40 21 316 6848 | Business type: BPO | Full time employees: 110 | Services provided: BPO | Top local manager: Camelia Nita, Country Director

| Date started: 2007 | Business type: Hybrid | Services provided: BPO | Top local manager: Mihai Ilie-Goga, General Manager

Waters Romania | Top local manager: Gheorghe Neagu

Waters S.A.S.

Tel.: + 40 372 544 253 | Business type: | Full time employees: 700 | Services provided: R&D | Top local manager: Carmen Alexandra Ranca, HR Business Partner

SSC EMERSON Tel.: +40 (364) 731000 | Date started: | Business type: SSC | Full time employees: 2180 | Top local manager: Calin Banciu, General Manager

| Top local manager: Colm Omahony

Webhelp

SSC Endava

Wind Technologies

BPO Wipro Technologies Romania

Evalueserve

Tel.: +40-312-261-300 | Business type: BPO | Full time employees: 595 | Services provided: BPO | Top local manager: Vivek Bakshi, General Manager - International Operations (Europe)

| Global HQ: Switzerland | Full time employees: 111 | Services provided: IT

| Top local manager: Mihaela Rusu

WISE Finance Solutions

Fortech | Services provided: SoftDev | Top local manager: Călin Văduva

| Top local manager: Bogdan Hossu

SSC Total Global Services

WIZROM SOFTWARE

| Business type: SSC

| Top local manager: Zemy Apfelbaum

BPO Genpact Tel.: +40 372 066 6686 | Business type: BPO | Full time employees: 2811 | Services provided: BPO: Customer Service, Call Ctr, IT | Top local manager: Pascal Henssen, Senior Vice President

TotalSoft

BPO WNS Global Services

| Full time employees: 427 | Services provided: BPO/SSC: SoftDev

Transelectrica

Transgaz

Ymens

Ikon Soft

| Top local manager: Bogdan Balaci

| Global HQ: USA | Full time employees: 30 | Services provided: SoftDev

UniCredit Business Integrated Solutions (UBIS) Tel.: 600 | Full time employees: 1500 | Services provided: SSC

Walter Services

Zitec

HP GeBOC | Full time employees: 1974 | Services provided: SSC/BPO hybrid

| Top local manager: Ionut Voda

Imprezzio Global SRL

ZTE Romania

| Global HQ: US | Full time employees: 59 | Services provided: SoftDev | Top local manager: Tudor Ciuleanu

| Top local manager: Lorian Vintila

www.ceeOutsourcingAwards.com

2018

Galati Romania

BPO Capgemini

| Full time employees: 416 | Services provided: SoftDev | Top local manager: Cornelius Brody

| Date started: 2009 | Business type: BPO | Full time employees: 500 | Services provided:

KL Software

BPO CONDUENT

| Services provided: SoftDev

Recognos

FIRE CREDIT SRL

| Global HQ: USA | Full time employees: 73 | Services provided: SoftDev

| Full time employees: 435

Sykes Enterprises Eastern Europe

Tel.: +40 372 805 800 | Business type: SSC | Full time employees: 298 | Top local manager: Stefan Rusu, Chief Delivery Officer

Napoca Software | Full time employees: 22 | Services provided: SoftDev

SSC Office Depot Service Cente

Tel.: +40 374 165 000 | Full time employees: 1120 | Services provided: BPO | Top local manager: Bogdan Surdea-Blaga, Country Director

BPO Thomsons Online Benefits Tel.: 40-0364 730 110 | Business type: BPO

Wayfare | Global HQ: Holland | Full time employees: 46 | Services provided: SoftDev

Yardi Romania Tel.: +40 264 595 091 | Services provided: IT/SoftDev/ContactCtr | Top local manager: Ruxandra Padure

Timisoara Alcatel Lucent Tel.: +40 256 303 100 | Business type: Hybrid | Services provided: SSC/BPO hybrid | Top local manager: Florin Petolea

Bosch Communications Center Tel.: +4025-620-0000 | Business type: | Full time employees: 686 | Services provided: SSC: IT Support | Top local manager: Raluca Vasiu Partenie, CEO

SSC Continental Automotive Tel.: 40-256-25-15-05 | Business type: SSC | Full time employees: 1600 | Services provided: SSC | Top local manager: Alina Bratu, Public Relations Officer

SSC Ness Iasi Technology Innovation Center

SCC SERVICES ROMANIA SRL Tel.: +40 33 24 03 030 | Full time employees: 925

UniCredit Business Integrated Solutions (UBIS)Â Tel.: 600 | Full time employees: 1500 | Services provided: SSC

XL World Tel.: +40 232 206 317 | Date started: 2003 | Business type: Hybrid | Services provided: ITO and software development

Galati Selir

CEE Shared Services and Outsourcing Directory

iQuest Technologies

| Global HQ: Italy | Services provided: SSC â&#x20AC;&#x201C; IT and Contact Centre

ARCADIS PROJECT ENGINEERING | Full time employees: 264

ATEXIS

| Full time employees: 374

2018

www.ceeOutsourcingAwards.com

Bulgaria Sofia

BPO Aii Data Processing

60K

CEE Shared Services and Outsourcing Directory

Tel.: +35924620000 | Services provided: Customer Service, Back Office, Social Network Management

Tel.: + 359 2 8012 666 | Business type: BPO | Services provided: A global company specialising in content, data and business intelligence services. Monitoring and analytics, Content and data indexing, Database services

BPO Adecco

BPO Bulpros

Tel.: +359 2 489 83 35 | Business type: BPO | Services provided: Customer interaction services, HR services

Tel.: +359 2 489 5725 | Date started: 2010 | Business type: BPO | Full time employees: 540 | Services provided: BULPROS is the leading IT Solutions & Services provider in SEE, specialized in Cloud, Security and Digital Transformation with focus on Technology and Telecommunications, Financial Services and Insurance, Healthcare. | Top local manager: Ivaylo Slavov, CEO

SSC AIG SSC - Bulgaria | Global HQ: USA | Date started: 2013 | Business type: SSC | Full time employees: 500+ | Services provided: The centre supports AIGâ&#x20AC;&#x2122;s insurance operations in 17 countries across Europe with Claims, Policy Servicing, Accounts Receivable, and Travel Assistance services. | Top local manager: Andreeva Yanitsa, Head of Finance, EMEA Shared Services Bulgaria/ Lithuania

C3i Tel.: + 359 (0) 2 489 81 26 | Services provided: C3i is a provider of technology support services for the life sciences industry.

SSC Cocaâ&#x20AC;&#x2018;Cola HBC Bulgaria AD Tel.: +359 2 92 14 600 | Business type: SSC | Full time employees: 280 | Services provided: inance, Accounting services

CSMS Tel.: 35 924 896 908 | Full time employees: 250 | Services provided: customer interaction service, Back Office Transaction

BPO EUROCCOR JSC Tel.: +359 2 9037706 | Business type: BPO | Full time employees: 450 | Services provided: Call and contact centre services, Database processing, Outbound calls

Varna

Sofia 60K Adecco AIG SSC - Bulgaria Aii Data Processing Bulpros C3i Coca-Cola HBC Bulgaria AD CSMS

Services include a complete portfolio of systems integration, technology training, 24/7 multilingual contact center, asset management, provisioning, and technical site assessments.

Taxback.com EUROCCOR JSC EXL Service Bulgaria Hewlett-Packard IBM Bulgaria Ltd Moneybookers/Skrill Siemens Enterprise Communications EOOD Sitel Bulgaria EOOD

Sofica Group Stream International Bulgaria EOOD Sutherland Global Services Telus international TravelStoreMaker

Varna [321]

SOFIA [1,166]

Plovdiv [348]

100

Population figures in thousands

www.ceeOutsourcingAwards.com

Population: 7,202

2018

Sevlievo Bulgaria

EXL Service Bulgaria

Sofica Group

| Full time employees: 145 | Services provided: Consulting, Finance, Accounting

Tel.: +359 2 400 85 00 | Services provided: BPO/HRO/ITO | Top local manager: Stefan Bumov, General Manager

Tel.: 359 2 969 89 40 | Date started: 2006 | Business type: BPO | Full time employees: 4100 | Services provided: Customer interaction services, IT/hardware, software and services to consumers

IBM Bulgaria Tel.: +359-2-973-3171 | Date started: 2007 | Full time employees: 580 | Services provided: BPO: Business Consulting Services, Technology Services, Services Financing,

Stream International Bulgaria EOOD

Sutherland Global Services Tel.: + 359 2 936 68 00 | Global HQ: USA | Full time employees: 280 | Services provided: BPO: F&A, Call Centre, HR | Top local manager: Dimitar Galabov, Country Head

Telus international

| Services provided: Back office transaction, Finance/ Accounting services

SSC SIEMENS ENTERPRISE COMMUNICATIONS EOOD

TravelStoreMaker

Tel.: +359 2 811 54 50 | Business type: SSC | Services provided: IT

Tel.: +359 2 480 22 33 | Full time employees: 60 | Services provided: SSC/BPO hybrid: ITO, Call Centre, HR

Sitel Bulgaria EOOD Tel.: +359 2 819 9604 | Date started: 2006 | Full time employees: 575 | Services provided: Acquisition and Sales, Customer Care, Customer Retention, Back Office | Top local manager: Maya Yaneva, Site Director

Tel.: 359 52 68 68 68 | Date started: 2003 | Full time employees: 400 | Services provided: SSC/BPO hybrid: F&A

| Date started: 2007 | Full time employees: 330 | Services provided: Customer interaction services

Tel.: +359 2 931 73 30/31 | Services provided: BPO: Multichannel customer solutions, IT outsourcing, Risk management, Transformation solutions, Social media solutions

Moneybookers/Skrill

Taxback.com

Sevlievo SSC Ideal Standard International | Business type: SSC | Services provided: F&A | Top local manager: Karolina Sredkov, Financial Services Group Treasury Manager

CEE Shared Services and Outsourcing Directory

BPO Hewlett-Packard

Varna

101 2018

www.ceeOutsourcingAwards.com

Serbia Belgrade

CEE Shared Services and Outsourcing Directory

BPO Contact service | Business type: BPO/Call Centre | Services provided: Contact Centre

SSC NCR

Seavus

Tel.: +381 11 2289453 | Global HQ: Sweden | Business type: Hybrid | Top local manager: Kristina Cvetanov , COO

BPO RHEIN SOLUTIONS DOO

BPO Silver Bell Group

Tel.: +381 11 424 0930 | Business type: BPO/Call Centre | Services provided: Contact Centre | Top local manager: Lars Hopmans , Office Manager

| Global HQ: | Business type: BPO/Call Centre | Services provided: Contact Centre | Top local manager: Marko Dubocanin , Founder, Co-CEO

BPO Cubes | Business type: BPO/Call Centre | Services provided: Contact Centre

Subotica

SSC Etihad Airlines (EAP Shared Services)

[142]

Novi Sad NIS Gazprom

Novi Sad

Population: 7,147

[381]

SSC Euronet

Belgrade

Biters Service Euronet First Data NCR Sitel Telesign Transcom Trizma

BPO Europ assistance

BELGRADE [1,762]

Kragujevac [212] Kragujevac

| Date started: 2012 | Business type: BPO/Call Centre | Services provided: Contact Centre | Top local manager: Laszlo Kalmar, Head of CEE

BPO First data

Niš

[260]

SSC Kuehne+Nagel EMEA Shared Services | Business type: SSC | Full time employees: | Services provided: HR | Top local manager: Radmila Marić, HR Manager

LOUIS BERGER

102

Tel.: +381 11 4040710 | Global HQ: USA | Date started: 2017 | Top local manager: Slav Marjanovic , VP, Eastern Europe

Population figures in thousands

www.ceeOutsourcingAwards.com

2018

Novi Sad Serbia

SSC Telesign Tel.: +381-11-785-7500 | Business type: SSC | Full time employees: 2013 | Services provided: Ops Ctr for mobile services division | Top local manager: Maja Radovanovic, Operations Manager

| Global HQ: Italy | Date started: 2014 | Business type: BPO | Full time employees: 250

Novi Sad SSC NIS Gazprom Tel.: 381-64-888-6227 | Global HQ: Russia | Business type: SSC | Services provided: HR | Top local manager: Goran Lazarevic , Head of Financial Reporting

CEE Shared Services and Outsourcing Directory

BPO Sitel SBA Tel.: +381-11-414-2211 | Business type: BPO | Full time employees: 900 | Services provided: Contact Centre | Top local manager: Aleksandra Petrovic , Regional Performance Director Germany & Eastern Europe

BPO Tnation Tel.: +381 11 6557581 | Business type: BPO | Services provided: IT Outsourcing | Top local manager: Sinisa Medic , CTO/Co-owner

BPO Transcom Tel.: +381 11 3441705

103 2018

www.ceeOutsourcingAwards.com

Ukraine Kiev

Ukraine CEE Shared Services and Outsourcing Directory

Kiev

Kharkiv

SSC Acino Pharmastart

SSC AB InBev

| Global HQ: Switzerland | Business type: SSC | Services provided: F&A | Top local manager: Oleksandr Yablunovskyi, CFO

| Business type: SSC | Services provided: F&A | Top local manager: Stanislav Udovichenko, Finance Director

Lviv

BPO RunwayBPO Tel.: +4790846766 | Global HQ: Norway | Date started: 2017 | Business type: BPO | Full time employees: 150 | Services provided: Call Center Outsourcing, accounting services, telemarketing, it outsourcing, HR outsourcing, tailor made solutions, back office services, data entry, market surveys. | Top local manager: Yuriy Semenov, Managing Director Ukraine

IT Cluster

| Global HQ: Lviv | Date started: 2012 | Business type: ITO | Full time employees: 15 | 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. | Top local manager: Stepan Veselovskyi, CEO

SSC Lufthansa Global Business Services | Global HQ: Germany | Business type: SSC | Services provided: F&A | Top local manager: Lyubomyr Zubrytskyy, Service Manager

Tel.: +3800300331

Population: 42,482

Kiev Acino Pharmastart RunwayBPO

Lviv

Kharkiv

KIEV

Austrian Airlines IT Cluster Lufthansa Global Business Services Nestle PwC RunwayBPO Soft Serve Underdefense Veon Global Services Ukraine

[1,439]

[2,900]

Kharkiv AB InBev

Lviv [728]

Odessa [1,017]

104

Population figures in thousands

www.ceeOutsourcingAwards.com

2018

Lviv Ukraine

Manager’s Profile

is one of the hardest currencies in outsourcing business.

Dr. Lyubomyr Zubrytskyy Service Manager, Head of HR Service Tower in Krakow and Head of Customer Service Center in Lviv Parent Company: Lufthansa Global Business Services and Austrian Airlines

Your company’s operations in CEE? The center in Krakow was established back in 2003, together with two other centers in Mexico and Asia. The scope of services provided in Krakow is as follows: Finance (P2P, O2C, R2R, Revenue Accounting), HR Services, Procurement, as well as a wide pool of functions which require broader expertise in the resp. area (e.g. IT, Project/ Migration Management, Process Management, Controlling etc. (approx. 1.000 employees). The center in Lviv was established in 2008 and is also a part of the center network, offering services in the area of General Reservation & Support, Group Handling, Agency Support and many others (approx. 150 employees).

vices. It is seldom enough that the services are provided in the local language. English, German and other languages are often an important factor. New centers usually need appropriate open space facilities, a convenient transport, and IT infrastructure. Last but not least are the costs. Near-shore centers are usually established at the locations which provide competitive advantages in terms of personnel and infrastructure costs. Both locations Krakow and Lviv fulfil these criteria.

Explain why your company set up operations here, and any specific factors that influenced the company’s decision: My observation was that in few words it is always about people, infrastructure and costs, which robably does not come as a surprise. Availability of a pool of people as potential employees is the first requirement. An indication about its availability can be taken based on the number of universities with the responsible specializations and number of other centers offering similar ser-

How will your operations develop in the next 2-3 years? My overall observation for the centers is permanent growth over the last few years. Only a growing organization can ensure interesting development opportunities for its talents and important knowledge-holders. At the same time the growth is only possible at locations which ensure the proper pool of resources, and which have deserved growth by delivering proper performance, continuity and creating trust from business partners. Trust

SSC Nestle

Call Center Outsourcing, accounting services, telemarketing, it outsourcing, HR outsourcing, tailor made solutions, back office services, data entry, market surveys. | Top local manager: Yuriy Semenov, Managing Director Ukraine

BPO RunwayBPO

Underdefense

| Top local manager: Roman Trukhin, Head of Delivery

2018

Lyubomyr joined airlines industry 12 years ago, out of them 10 years he spent in customer service and shared service centers in Lviv, Krakow and in the headquarters in Frankfurt. My personal experience is related to the centers in Lviv (Customer Service Center, initial set-up, start of operations, increase of service portfolio) and in Krakow (setting-up of a new service tower; establish a service catalogue and governance, key account and contract management).

BPO Soft Serve Tel.: +380-32-240-9999 | Global HQ: Lviv | Date started: 1993 | Business type: ITO/ BPO | Full time employees: 5000 | Services provided: Big Data and AI, devops, consulting, enterprise digital, digital marketing, quality engineering, internet of things, core engineering and experience design | Top local manager: Taras Kytsmey, СEO

SSC PwC

Employee Issues – and what are the employment challenges in the coming years. People are the key factor for the success of organizations where human work stays in the middle of the process. Some basic and special skills should be available in the market (e.g. accounting, MS office, language), at the same time it is also an employer’s tasks to develop its people. It’s all about a good mix between people who are growing with the company and those who bring the external view and challenge/complete the existing company skillset.

CEE Shared Services and Outsourcing Directory

What is your most fascinating experience? People who started on the first day when the center was established, and who made development across different positions and levels climbing to the high management level and being a living proof of concept for fascination “outsourcing”. Another great experience are business partners which developed trust in the BPO/Customer Service and treat the organization as a great opportunity to improve their processes and cost structure, and are willing to give more scope into the near-shore organization.

105 www.ceeOutsourcingAwards.com

A 2n n d n u al

USA–Europe

“Connecting ‘mid-market’ US firms with experienced SSC investors in Central-Eastern Europe”

Strategic Promotion in 43 US Business Journals:

www.SharedServicesEurope.com

Shared Services/ITO Summit & Awards New York City, 20 June 2018

Nominated Companies

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