ssc business services survey
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Invest Lithuania Market ResearchShared Services and Business Services survey
www.investlithuania.com
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SSC/BPO in 2014:
5 new companies announced their plans to establish their Shared service centres in Lithuania. Additionally, 4 already existing SSCs confirmed their decision to expand. In total these 9 projects will create 1,320 work places.
Combined, the Shared Services industry now consists of 54 international companies employing over 12,000 staff.
Shared Services and Business Services SurveySSC Overview
Publicly announced projects:
Finnish fiber-based materials maker opened a new SSC in Vilnius. The new Service Centre will manage most of Ahlstrom’s finance, accounting and customer service operations in Europe, the middle east and Africa.
Danske Bank, the largest bank in Denmark, has doubled their financial operations centre over the last year.
Lindorff – the Norwegian credit administration company, will create a new SSC for credit management, big data analysis & business intelligence functions.
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Shared Services and Business Services Survey1. Survey Respondents
The aim of the survey: to evaluate the standing of the Shared Services and Business Process Outsourcing community in terms of the most common functions undertaken, salary levels, growth perspectives and other relevant aspects in the field.
Responses: The survey findings were gathered from respondents who employ 50% of the entire SSC sector workforce. This comprised 18 companies, employing over 6,000 people.
Functions: • F&A: Accounts Payable and/or Receivable, Travel
& Expenses, Master Data Management\• IT: Applications Management, Infrastructure
Management, Other IT Services• HR: Payroll, Administration and Reporting, Other
HR Services• Customer Operations: Sales & Account
Management, Helpdesk• Other: Legal Processes, Procurement,
Anti-money laundering, Supply Chain Management
Exports:
average percentage of services exports – 59%-82%
50%SSC
28%BPO
22%Both
24% F&A
22% IT
20% HR
14% Customer operations
20% Other
SSC
BPO
Both
77%-98%
32%-54%
53%-77%
49%SSC
13%
BPO
38%Both
6,000employees
RESPONDENTS’ TYPE OF ACTIVITY
FUNCTIONS SUPPORTED AT LITHUANIAN BUSINESS SERVICE CENTRES
EMPLOYEES OF BUSINESS SERVICE CENTRES
EXPORTS OF SERVICES
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Shared Services and Business Services Survey2. Employment
39%
30-34 yrs
5%
20-24 yrs56%
25-29yrs
SSC BPO Both
<10%<14%
<21%
SSC/BPO BY EMPLOYEES’ AGE GROUPS
TIME NEEDED TO FILL A POSITION
ATTRITION RATE AT BUSINESS SERVICE CENTRES
Average age: 29 years Attrition rate: 10%-14%
The highest attrition rate is within the “both” category as this category contains several call centres.
1 weekStart 2 weeks 3 weeks 4 weeks 5 weeks 6 weeks 7 weeks 8 weeks
F&A
Customer Operations
HR
IT
2-4 weeks
2-4 weeks
4 weeks
4-8 weeks
Where English language is the only prerequisite:
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Shared Services and Business Services Survey3. Education and Languages
6%Secondary schooldiploma
1%Doctoral degree
45%Mastersdegree
48%Bachelor’s degree
46%Up to 6 months
31%More than 1 year
23%6-months -1 year
EnglishSwedishGerman
NorwegianPolish
FinnishFrench
RussianDanishItalian
SpanishPortuguese
EstonianLatvian
100%50%44%39%33%33%33%28%28%28%28%17%17%17%
SSC/BPO EMPLOYEES BY HIGHEST EDUCATION LEVEL ATTAINED
LANGUAGE TRAINING PERIOD IN ORDER TO REACH THE REQUIRED LEVEL
RESPONDENTS PROVIDING SERVICES IN INDICATED LANGUAGES
Languages:
• Most common languages: English, Swedish, German
• 50% of respondents provide services in Nordic languages
Education attainment:
• 94% of employees have Bachelor’s or higher education
• Percentage of employees with Master’s degree exceeds 80% in some companies
Language training:
• 67% of respondents provide language training for employees
• 85% use external resources
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Shared Services and Business Services Survey4. Labour Costs and Benefits
Labour costs
• Average starting salary in the industry – EUR 818
• Avg. salary for mid-level manager – EUR 1,788
Salary growth• Average annual nominal salary growth
2010-2014 – 4.86%
Non-wage benefits• 89% of business service centres offer
non-wage benefits to their employeesSSC BPO Both
825 95
6
700
1,50
8
2,06
6
1,82
3
Starting position (EUR)Mid-level manager (EUR)
Sports/Entertainment
Private health insurance
Life insurance
Private pension schemes
Other
None
11%
11%
22%
44%
67%
83%
AVERAGE GROSS MONTHLY SALARIES
NON-WAGE BENEFITS
Shared Services and Business Services Survey5. Cooperation with Education Institutions
CONTACT US:
• 94% of respondents cooperate with education institutions• 67% cooperate with more than 1 education institution
To find out more about the cooperation opportunities and case studies click here
RESPONDENTS COOPERATING WITH EDUCATION INSTITUTIONS
Kaunas University of Technology
Vilnius University
Vilnius Gediminas Technical University
Vytautas Magnus University
Mykolas Riomeris University
Vilnius College
Lithuanian University of Educational Sciences
ISM University of Management and Economics
72%
61%
50%
39%
11%
11%
11%
6%
Gintvile DambravaiteTeam Lead for Business Services
T: +370 686 59669E: gintvile@investlithuania.comA: Jogailos St. 4 | Vilnius LT-01116 | Lithuania
www.investlithuania.com
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