cee shared services and outsourcing directory - 2016

www.CEEOutsourcingAwards.com

Poland

Hungary

Czech

Slovakia

Romania

Lithuania

Latvia

Estonia

Bulgaria

Serbia

2016

CEE Shared Services&OutsourcingDirectory

1186 SSCs and BPOcenters in CEE

FIELDS - LIMITLESS COLLABORATIONKinnarps’ new modular product series Fields is developed and adapted for active workplaces. With sofas, tables, screens and easy chairs, Fields adapts itself to the user. Whether you wish to socialise or need to work undis-turbed, Fields has a space for you.

Fields is designed by the Swedish designer Olle Gyllang from the Stockholm-based Propeller Design AB. A renowned design agency with extensive experience from the fields of product design, industrial design and design strategy.

„The foundation of Fields is a modular flexible system where it is possible to combine components and add functionality based on needs, context and place. We have created the building blocks and possibilities, from which the architects can continue to create good, functional and stylish environments.” says Olle Gyllang.

Fields’ modular and flexible design erases the boundaries between areas for meetings and working alone and con-nects the individual with the group, as well as making it possible for all staff to find their own space to work and be happy in.

More at www.kinnarps.com

ENJOY NEW FIELDS OF DEVELOPMENT!

KINNARPS_REKLAMA_FIELDS_210x297_v2.indd 1 25.04.2016 18:15

FIELDS - LIMITLESS COLLABORATIONKinnarps’ new modular product series Fields is developed and adapted for active workplaces. With sofas, tables, screens and easy chairs, Fields adapts itself to the user. Whether you wish to socialise or need to work undis-turbed, Fields has a space for you.

Fields is designed by the Swedish designer Olle Gyllang from the Stockholm-based Propeller Design AB. A renowned design agency with extensive experience from the fields of product design, industrial design and design strategy.

„The foundation of Fields is a modular flexible system where it is possible to combine components and add functionality based on needs, context and place. We have created the building blocks and possibilities, from which the architects can continue to create good, functional and stylish environments.” says Olle Gyllang.

Fields’ modular and flexible design erases the boundaries between areas for meetings and working alone and con-nects the individual with the group, as well as making it possible for all staff to find their own space to work and be happy in.

More at www.kinnarps.com

ENJOY NEW FIELDS OF DEVELOPMENT!

KINNARPS_REKLAMA_FIELDS_210x297_v2.indd 1 25.04.2016 18:15

ISSN 1643-4692

Publisher: BizPoland Media Group sp. z o.o.ul. Długa 44/50, bud. D, lok 704,00-241 Warszawatel./fax: 022 831 7062

Research: Maria PonomarevaArmina Starowicz

Marketing Executive: Magdalena Jakubowska

President:Thom [email protected]

Graphic Design/DTP: sparfianowicz.wordpress.com

Distribution:

Table of Contents

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

Hungary . . . . . . . . . . . . . . . . . . . . . . . 54

Czech Republic. . . . . . . . . . . . . . . . . . . . 63

Slovakia. . . . . . . . . . . . . . . . . . . . . . . . 68

Romania . . . . . . . . . . . . . . . . . . . . . . . 72

Lithuania . . . . . . . . . . . . . . . . . . . . . . . 77

Latvia . . . . . . . . . . . . . . . . . . . . . . . . . 83

Estonia . . . . . . . . . . . . . . . . . . . . . . . . 87

Bulgaria . . . . . . . . . . . . . . . . . . . . . . . . 90

Serbia. . . . . . . . . . . . . . . . . . . . . . . . . 92

CEE Shared Services&OutsourcingDirectory

2 0 1 6

CEE region builds on strength to move up in global rankings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Tholons 2016 Top 100 Outsourcing Destinations . . . . . . . . . . . . . . . . . . . . . . 94

2 February 2017

At the 4th annual CEE Shared Services and Outsourcing Awards, held on 4 February 2016 at Warsaw’s Hotel Intercontinental, 26 companies, cities and individuals were distinguished for their exceptional per-formance. More than 280 guests from 21 countries – including Mayors and Vice-Mayors – attended the Awards Gala and Forum, which singled out Winners from 136 nominations.

Companies that attended included:ACCA, Accent Business Training, Accent for Professionals, Adaptive Solutions, Adecco, Advisory Group Test HR, AIG, AIG Lincoln, Alliance for Recruitment, Allianz, ANIS Romania, ASPIRE, AVON, Barclays Group Ops Lithuania, Barclays

Tech Ctr Lithuania, Bard SSC, Barona ICT Services Poland, BiznesPolska, Black&Decker, BNP Paribas Sec. Services, Bonnier Business, BP BSC Kft (GBS Europe), BPCC, BPH TFI, Bulgarian Outsourcing Assoc, Buma, Capgemini Polska,

Capita, Capita Poland, CBRE, CBRE Corporate Outsourcing, CenturyLink Poland, CFA, CFA Society, CFA Society Poland, CH2M, Ciklum, Ciklum Poland, Cisco Systems Poland, Citibank, Citibank Europe plc, City of Ketrzyn, City of Lublin,

City of Poznan, City of Vilnius, Coca-Cola, Colliers, Coloplast Business Centre, Conectys, CPL Integrated Solutions, CPL Krakow, Credit Suisse, CSC, Cushman&Wakefield, CzechInvest, Danske Bank Global Services Lithuania, Danske Bank Group Services, Danske Bank Group Services Lithuania , Danske Group IT Lithuania, Deloitte, DELTA Capital Group, Deutsche Services, DHL, Dixons Carphone, Electrolux Poland, Enterprise Lithuania, Europaproperty, Finelia- FORUM ONLY, Genpact Romania, Germany Trade (GTAI), Global Remote Services, Goldman Sachs, Grafton, GSK Services, GTC, HB Reavis, HCL, HCL Poland, Hungarian Outsourcing Assoc, Intermedix, Invest Lithuania, JLL, Kinnarps, KMD,

Latvia (LIAA), Lexmark, MANN+HUMMEL SERVICE, s.r.o., MAYOR - VILNIUS, Mazars, Mettler-Toledo Sp, MoneyGram, NASDAQ, Newsec, NGA Human Resources, NOA (UK), Nowy Styl, Olivia Business Centre, PAIZ, Philips, PM Group, PM Group-FORUM ONLY, Proservartner, PWC, PWC Shared Delivery Centre Katowice, PWCIB, Randstad, RBS, Reed

Hungary, SARIO, Schneider, Siemens, Skanska, Softserve, SSC Exec, SSC Heroes, State Street, Stefanini, Strategic Staffing - Lithuania, Sutherland, Tate & Lyle Global Shared Services, TCS, Tele2 Shared Service Center, Transparent, Trellis (Denmark), Turbine Analytics S.A., UCMS, UM Bydgoszcz, UM Lublin, UM Opole, UPS Global Business Services, Urząd

Komisji Nadzoru Finansowy , Vastint, Verita HR, Viessman R&D Wroclaw, WBJ, Western Union, WNS

CEE Shared Services & Outsourcing Awards Gala

Winners awarded in 26 categories

www.ceeOutsourcingAwards.com

Supporting Partners and Sponsors:

Invest in Poland, ASPIRE, World BPO, NOA, AFI, IAOP, HOA,

ANIS, trellis,EOA,SARIO

Premier Sponsors: CPL, VASTINT

Awards Sponsors:Kinnarps, HCC, Grafton, GTC, CIMA, abt, TATA CS,Adecco, Opole, Bydgoszcz, Vilnius,

softserve, Think Ahead ACCA

Audit Partner: Mazars

Associate Sponsors:SKANSKA, HB Reavis, Invest Lithuania, Randstad, Process

Solutions

Best CSR initiative of the Year 2016

Credit Suisse partnership with Wroclaw Children’s Hospice Foundation

Best University-Business cooperation of the Year 2016

District Authority of Ketrzyn and Shared Services Center for Ketrzyn District

Best Public Sector Project of the Year 2016

Cisco Engineer Incubator Program

Emerging City of the Year – CEE 2016

Kaunas (Lithuania)

Emerging City of the Year – Poland 2016

Bydgoszcz

Most Dynamically Developing City – CEE 2016

Vilnius (Lithuania)

Most Dynamically Developing City – Poland 2016

Tri City

Best Real Estate Advisory Firm of the Year 2016

JLL

Best New Office Development for SSC/BPO Sectors 2016

Olivia Six (Gdansk)

Best Executive Search Firm of the Year 2016

Hays Executive

Best Recruitment Firm of the Year 2016

Randstad Polska Sp. z o.o.

Best General Advisory Firm of the Year 2016

PwC Poland, SSC/BPO CoE Team

Best Business Centre Manager of the Year – BPO 2016

Agnieszka Zygner, Capita Poland General Manager

Best Business Centre Manager of the Year – Shared Services 2016

Terri Gerosa, CSC Poland Head, Citi Service Center Poland

Best Employer of the Year – BPO 2016

CPL Integrated Services - Budapest, Hungary

Best Employer of the Year – Shared Services – CEE 2016

Danske Bank Group IT Lithuania (DGITL) (Vilnius, Lithuania)

Best Employer of the Year – Shared Services – Poland 2016

Credit Suisse Center of Excellence Wroclaw

Best New-entrant SSC of the Year 2016

NASDAQ Vilnius Services

Final Winners :

www.ceeOutsourcingAwards.com

6

CEE Shared Services and Outsourcing Directory

www.ceeOutsourcingAwards.com 2016

Intr

o

Cities across the central and eastern

Europe region continue to improve

their stature among global firms

looking at nearsourcing, outsourcing

or setting up captive business services

centres.

As one can see from the accompanying Tholons Top 100 locations listings, cit-ies across the CEE region continue to improve. While cities within the region compete aggressively against each other to win new international investment, the region as a whole is firmly planted on the global landscape among multination-als – and continues to attract substantial new business-services projects.

Factors driving growth include sus-tained ICT adoption rates, strong techni-cal and languages education, and a gen-erally more skilled and mobile workforce. The ecosystem of support for the SSC/

BPO sector continues to strengthen and the quality of senior-level and mid-level management talent makes it far easier to accelerate a new-entry.

For global corporations, the lure of improved bottom lines is simply too great a reward for service buyers not to explore their options outside of their

home-country, higher-cost markets. Further, the concept itself has become entrenched as a proven method to reduce operational costs and increase efficien-cies, and service buyers will continue to look for stable and resilient markets where good governance and sustainabil-ity are present.

Aside from India, which has been an historically important service provider nation, the last five years has seen the inexorable rise of Poland, Lithuania, Romania, Hungary and Czech, which have leveraged on their otherwise more stable, and calculable service delivery ecosystems, to attract service buyers and

providers alike.Cultural proximity to western Europe

and the US, physical proximity to Europe, superb European language skills, strong IT and technical backgrounds, and still-low operating costs mean that the CEE region is clearly on the “radar screen” in boardrooms across the globe.

CEE region builds on strength to move up in global rankings

“the CEE region is clearly on the “radar screen” in boardrooms across the globe”

7


2016 www.ceeOutsourcingAwards.com

Intr

o

The most dramatic “mover” in the Biggest Movers in the Tholons 2016 Outsourcing Destinations List, are sev-eral cities in Poland. Two cities, Warsaw (25th) and Wroclaw (58th), are amongst the Tholons Top 100 biggest movers. Meanwhile, Kraków is well situated at the 9th spot amongst the Emerged Outsourcing Destinations – and the num-ber one city in Europe. Kraków can boast, once again this year, of some big wins re-cently: Uber’s CoE, Zurich Financial, and Cathay Pacific are top global brands that have recently set up in Kraków.

Warsaw – without any obvious strate-gy behind it - seems to be attracting more financial services firms (Goldman Sachs Technology has big expansion plans), while Wroclaw comfortably continues its embrace of IT and technology firms. Not to be overlooked is the city of Gdansk (and adjacent Gdynia), which has a clear-ly-stated, wise strategy to not focus on any one sector. Poznan – nestled half way between Warsaw and Berlin – is get-ting its fair-share of new projects. And Poland’s third-tier cities are adjusting their strategies – Rzeszow for example is leveraging on its local aviation strength to build a position in business services.

In the Baltics, Lithuania has emerged as a favorite destination, and is play-ing to its strengths to attract more Scandinavian firms, as well as high val-ue-add financial services.

Budapest – a delightful city of more than 2 million – continues to see its SSC/BPO investment numbers grow, and the country aimes to spread the wealth to smaller cities like Debrecen (Flowserve of the US just announced a nearly $20 million investment) and Szeged.

Romania, perhaps the only country to rival the scale of Poland, is coming up strong, with Bucharest’s Class A office developments presaging a significant wave of investment in the business ser-vices sector. Cluj, Timisora and Iasi are some of the secondary cities in Romania that are keenly-aware of the benefits of more investment from this sector.

Czech and Slovakia have parlayed their early leads in attracting manufac-

turing investments to open the doors to large multinationals expanding their business services operations.

Undoubtedly, the services outsourcing industry has contributed to the reshap-ing of the CEE region, and in particular Poland. Poland’s GDP per capita has near-ly doubled in the last decade. A more dy-namic workforce, contributing to a more balanced economic folio, has allowed the country to cultivate fresh opportunities in the services sector. The country has now emerged as a regional leader in the provision of outsourced IT-BPM services – and is keen to attract a next wave of fi-nancial services investment.

The CEE region’s recent success has also been attributed to market-oriented

reforms and institutional building which aim to bridge the “wealth gap” between western Europe and “eastern” Europe.

The region has benefited from the inflow of European Union (EU) invest-ments to the Eastern & Central European region, which in turn has improved in-frastructure – including air connections, which are a key driver for the SSC sector, to not only western Europe both also to the larger commercial markets of US,

India and Asia.Poland has taken a pole position (ex-

cuse the pun) by parlaying its relative economic and political stability, and large and skilled talent pool – the larg-est in Central Europe – to attract the li-on’s share of investment in the region. The country has relatively low costs of doing business with wages and rents lower than most EU member countries. Another obvious draw for Poland with regard to service outsourcing (near-shoring) is its geographical proximi-ty to Western European service buyer markets. Tholons – not alone - remains optimistic on the long-term prospects for Poland, as both a regional and glob-al player. n

“Romania, perhaps the only country to rival the scale of Poland, is coming up strong, with Bucharest’s Class A office developments presaging a significant wave of investment in the business services sector.”

CEE Shared Services & Outsourcing Awards Gala 2017

2 February 2017www.ceeOutsourcingAwards.com



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PolandWarsawSSC ABN AmroGlobal HQ: Netherlands

Number of employees: 300+

Services offered: SSC: IT, F&A, operations

AccentureServices offered: Finance & Accounting BPO, Marketing

BPO, Industry Specific BPO, Application

Outsourcing, Infrastructure Outsourcing

Contact: Wojciech Popławski, Head of BPO

Operations, Poland

Asseco Business Solutions SAServices offered: BPO/ITO

Contact: Wojciech Barczentewicz , President of the

Board

AstraZeneca Pharma PolandNumber of employees: 70+

Services offered: R&D

Atos IT Services Sp. z o.o.tel.: 22 444 6500, 539998100

Year started: 2000

Number of employees: 3531

Services offered: BPO: IT Services/Software

Development, Data Analytics/Management,

Customer Support/Call Centre/Telemarketing

Contact: Katarzyna Walaszczyk

Avon Global Shared Services / Global Centre of ExcellenceGlobal HQ: USA

tel.: 48 22 335 0501, 48789206090

Year started: 2005


Services offered: 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.

Contact: Mariusz Szałaj, GSS Director

Axel SpringerNumber of employees: 300

Services offered: CC, telemarketing

Contact: Edyta Sadowska , President of the Board –

Ringier Axel Springer

SSC BNP Paribas Securities ServicesGlobal HQ: France

tel.: +48 22 38 61 100

Year started: 2010


Services offered: SSC: F&A

Contact: Richard Piskorz, Head of AFS Operations

Britenet Sp. z o.o.Year started: 2006


Services offered: IT(software development, testing)

Contact: Tomasz Dziki

Capgemini Polskatel.: 224647132

Year started: 1996



Development, HR or Payroll, Data Analytics/

Management, Logistics/Supply Chain, Customer

Support/Call Centre/Telemarketing, R&D, Legal

Services

Contact: Marek Grodziński, Dyrektor Europejskiej Sieci

Centrów Business Services, Capgemini

Cargill HR Shared ServicesContact: Katarzyna Wieczorek, EMEA HR Migration

Lead

SSC CBRE Corporate OutsourcingYear started: 2008


Services offered: SSC: F&A, IT Services/Software


Management, Pension/Investment fund

Accounting/Admin, Legal Services

Contact: Maciej Piwowarczyk, Head of EMEA Global

Business Services

SSC Citi Service Center PolandGlobal HQ: USA

Year started: 2005





Support/Call Centre/Telemarketing, Pension/

Investment fund Accounting/Admin, Legal

Services

Contact: Terri Gerosa, Citi Service Center Poland Head

CocaCola Global Poland Services sp. z o.o.Global HQ: USA

tel.: 22 112 36 40

Contact:

Be� Recruitment Firm of �e Y�r

Rand�ad Pols� Sp. z o.o.

Winner

CEE Shared Services

and OutsourcingAwards2016



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Manager’s Profile

Jens BrinkstenCEO KMD Poland (Warsaw) Parent Company: KMD A/S, Denmark.

Please provide a few sentences about what KMD is doing in Warsaw.KMD Poland was established in December 2014 and is today KMD A/S’s (Denmark’s largest IT company) nearshore headquar-ters, covering all nearshore activities with-in CEE, with 275+ people, together with some specialized development units in Ukraine and Russia with 35+ people.

KMD Poland has both high-end devel-opments in e.g. SAP, Xamarin and SAS, among others, together with more stan-dard development in .Net and Java.

The office also performs several SSC activities, with focus on call center tasks and monitoring, plus BPO tasks in finance areas.

The office is built on the philosophy of talent development in an attractive work environment, with focus on the individual person’s needs and competences.

Explain why your company set up operations in Warsaw.KMD Poland acts as both a captive devel-opment center for its mother-company, but also as a SSC and BPO for operational and administrative functions in the KMD Group.

The original Board decision in KMD A/S was founded on the wish to get sourced development closer (nearshore) to Den-mark, and the scarcity of IT resources in Denmark. Poland has some excellent clus-ters of highly-educated IT professionals, which cover the strategic expectations for the future of KMD A/S needs.

What do you foresee in the next 2-3 years?The business has changed a lot, because 3 years ago, KMD A/S was not present in CEE, but today KMD A/S has +310 employees in the region and is rapidly increasing this numbers, expected to be +400 in Q4, 2016.

It is also worth mentioning, that the scope has changed from more routine and maintenance related tasks, to highly compli-cated and sophisticated development tasks.

Do you provide external services to unrelated companies?We are currently investigating the Polish market for potential market entry points,

both in the public and private sector. The strategy is to consolidate our nearshore operation, where we today operate in 6 locations in three countries. Finally, we want to establish competence centers in the technologies in which we operate most, and we have established compe-tence training/academies for young de-velopers, so we can ensure a strong in-flow of highly qualified people internally for the future.

Advice to other firms considering setting up operations in CEE:Make thorough preparations, especially in the home company, because with re-sistance and unprepared people in the home company, the journey will be long. The key preparations are simple, such as a common company language, fully described specifications in the common language and implemented processes and procedures on how to operate in the start-up phase, including communi-cation, clear top management approved strategy, plus openness and honest com-munication to all involved parties, before the project starts.

Create an attractive work environ-ment, so that you attract the right people to the right jobs, with the right compe-tences at the right time, and ensure the best possible onboarding with involve-ment from all parties.

Ensure a full understanding of all in-volved parties’ cultural, human and pro-fessional background, because then the parties will better respect and under-stand each other from the beginning.

Employee Issues.We started with zero people two years ago with plans to be around +370 by year-end 2016. KMD Group in Den-

mark has also realized that there is a lot of highly educated talent in Poland, which can support the KMD Group in relevant SSC/BPO tasks, which has open up some new possibilities, which we will explore and most probably realize inside Call-center services, finance and admin-istrative services, etc., during the next years.

Biggest surprises about setting up in CEE:Positives: The high level of competences and pro-fessional attitude of the staff we have in KMD Poland and the CEE region and ex-traordinary work ethics and work moral. Negatives/Improvements needed: How difficult it can be to get our mother company to accept the high level of com-petences that exist, so they do not just send tedious tasks to the teams in KMD Poland.

Specific cost savings that your firm has achieved:In general we see a saving of between 35 to 50%, which could be higher, if we placed our office outside Warsaw and/or if we had placed the office in a less attrac-tive area and offices.But seen from a productivity angle, then these extra investments have given bet-ter employees and higher productivity, which is why the direct costs may seem high compared with other nearshore countries, but the effective hourly rate (cost per productive unit/hour) shows minimum savings of 50%.

Jens Brinksten has more than 26 years of international experiences in globalization and has established companies in 16 countries. Experiences include: CEO for E&Y in Uzbekistan, Director for KPMG’s Consultancy & Financial Advisory Service in Central Asia, Director for EBRD’s Post-privatization Fund in Uzbekistan, CEO for ScriptServer AB in Sweden and CEO for SimCorp Ukraine Ltd. in Kiev. Jens has also been advisor for a number of interna-tional companies in sourcing questions, and has been teaching in universities in Central Asia, Denmark and Sweden in the subject of globalization and internationalization. Finally, Jens has founded several advisory and out-sourcing companies (ITP4U, TechOutSys and SBAI), with bases in India, Russia and Ukraine, and he still gives speeches and key-notes in different outsourcing events in regard to how to make the successful sourcing and international establishment. Contacts: +48 669 617 630, [email protected]

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Dariusz Szokalski, site manager

Cofely Services Sp. z o.o.Global HQ: France

tel.: 22 518 01 86 - 88

Services offered: Business services

Contact: Krzysztof Grabowski, Site Manager

Commercial Union Call CenterNumber of employees: 250+


Connectistel.: 225390840, +48 22 222 5000

Year started: 1996


Services offered: IT Services/Software Development,

Data Analytics/Management

Contact: Dinko Svetopetric, Business Unit Director

SSC Danone IT Competency Center EMEAtel.: 22 860 8484

Services offered: SSC: IT

SSC Deutsche Services PolskaGlobal HQ: Germany

tel.: 48 22 579 8985, 48 22 579 9130 PR


Contact: Anna Jankowska, Director

Devonshire sp. z o.o.Global HQ: UK

tel.: 22 820 93 60


Services offered: BPO

Contact: Beata Paszko , Divisional Manager

Temporary&Outsourcing

Extor S.A.Global HQ: France

tel.: 22 266 05 50

Services offered: BPO: F&A

Contact: Rafał Strzelecki , CEO

SSC Goldman Sachs TechnologyGlobal HQ: USA

tel.: 22 449 29 71


Services offered: SSC for IT development

Contact: Michael Kennedy , Executive Director

Google PolandGlobal HQ: USA

tel.:

Services offered: Software services

Contact: Łukasz Pietrzak , marketing

Grant Thornton FPA Outsourcing sp. z o.o.tel.: 22 205 48 00

Contact: Monika Smulewicz, Managing director

SSC Jones Lang Lasalle Group Services Sp. zooYear started: 2007



Contact: Bjorn Dumortier, Director Financial Services

Group

SSC Linklaters Poland Sp. z o.o.Global HQ: UK

tel.: 603800903

Year started: 2014


Services offered: SSC: F&A, Data Analytics/

Management, Customer Support/Call Centre/

Telemarketing, Legal Services

Contact: Małgorzata Stachowicz, Shared Service

Centre Manager



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Lionbridge Polandtel.: +48 22 397 00 21, 48228659900

Year started: 1990



Data Analytics/Management, R&D

Contact:

Jacek Stryczyński, VP, Country Head, GDC

Poland & Slovakia

Mazars Polska Sp. z o.o.Global HQ: Poland

tel.: 22 255 52 00

Services offered: F&A, HR or Payroll

Contact:

Emilia Biała, Communication & Marketing

Division

MellonYear started: 2006


Services offered: BPO: IT, Call center, Outsourcing

Contact:

Manager’s Profile

Anna JankowskaHead of Deutsche Services Polska Deutsche Services Polska, Warsaw Parent Company: Deutsche Bank

Deutsche Services Polska is a service centre for Deutsche Bank Group, initially set-up as a nearshore Hub for Finance processes for EMEA region, with focus on Financial Reporting, Analytics and Finance support functions (COO, Proj-ect Management, IT Change). Currently Deutsche Services Polska is specializing not only in Finance but also in Vendor Risk Management, Real Estate Service Delivery and P2P Operations. Also the footprint expanded – from initial EMEA focus, the Centre now provides global services for DB internal clients.

Explain why your company set up operations in Warsaw. DB considered two locations for a near-shore Hub and allowed two countries to onboard Finance processes as a trial. War-saw team not only transferred all tasks within short period of time, but also im-proved processes significantly during the migration phase. The success of the War-saw team was proven and also shown abil-ity for a strong collaboration, partnership and entrepreneurial spirit. Customers value very much that the transfer of pro-cesses to Poland is not only about wage arbitrage but brings efficiencies to the process and increases quality of service.

There was also a wide range of other factors that made Poland a perfect choice for a nearshore centre - highly skilled and multi-lingual graduates; same time zone as headquarters that enables immediate response and project-type of work; high people mobility due to EU membership and lastly - cultural alignment with Eu-rope that is very often emphasizes by EMEA customers.

What changes do you foresee in the next 2-3 years?Initial size of Deutsche Services Pols-ka was planned for 50 employees as

the Hub was considered as a nearhore EMEA centre, for Finance process-es only. Strong reputation in the DB Group attracted other divisions and the planned size of 50 doubled within a year. Currently there are 120 employ-ees in the Hub, with further plans for expansion. Advice to other firms considering setting up SSC/BPO operations in CEE:

The current choice is not only about country but the specific city. Consider carefully complexity of your tasks, skills and languages you require. It may be worth to check tier 2 and tier 3 cities as SSC/BPO became marketable sector that local governments try to attract with incentives.

Employee Issues. Currently there is a wide pool of expe-rienced finance professionals, making the set-up of a new centre relatively easy. Each year there are new investors de-ciding on Poland as destiny location for nearhore/offshore centres and existing ones are constantly increasing the scale. I do not perceive this trend as negative factor and competition that we should be afraid of, as we have constant inflow of well-educated graduates that learn fast

and adopt very easily in an international environment. The biggest challenge is to understand requirements for the role you are looking to locate in Poland and hire right people as mismatch between expectations and reality may cost you in high attrition.

Biggest surprises about operating SSC centre in CEE:Positives: One of the strongest feedbacks is challenging mindset of our employees – not only performing the process at high level but constantly looking for improve-ments. Engagement and ambition is also emphasized, as well as education and lan-guage fluency. Negatives/Improvements needed: With the growth of SSC sector in Poland over the last years, many obstacles were re-moved – e.g. availability of office space that in 1990s was often a showstopper for locating business in tier 2/tier 3 cities, cooperation with local governments has improved, support from PAIZ is avail-able. As always, there are still some el-ements that could be improved – more flexible labour law or simplified taxation rules but this is true for any other sector and not limited to SSC only. Specific cost savings:With any transfer to Poland, you can ex-pect 20-30% savings due to centralization of the service and gains from improve-ments and streamline of the process.

Anna has over 14 years of professional experience gained in international, financial and commercial institutions. Prior to joining DB in 2012, she held various leadership roles in Royal Bank of Scotland, DHL and Siemens (München). As the Head of Management and Analysis department at Royal Bank of Scotland, she was responsible for the set-up of MI department and building operating model. For the last 4 years she has been heading the DB near-shore Centre in Warsaw – Deutsche Services Polska. She holds a Master in Finance&Banking from Łódź University, MA in European Studies from the Europa Universität Viadrina and ACCA Diploma. Conacts: + 48 22 579 8985; mobile: +48 784 533 277; email: [email protected]

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Andrzej Kroc, General Manager

SSC Mettler-Toledo sp. z o.o.tel.: 22 440 67 00


Contact: Mariusz Sej , Head IT Shared Service Center

SSC MMC Eastern Europe Accounting OperationsGlobal HQ: USA

tel.: (22) 456 42 00

Year started: 2015


Services offered: SSC: F&A, HR for EMEA

Contact: Agnieszka Wladysiak, Head of Operations

SSC MoneyGramGlobal HQ: USA

tel.: 22 440 6825


Contact: Andrzej Wilk, Senior Vice President, Shared

Services

OEXtel.: 22 377 10 00

Year started: 2011


Services offered: Sales support, Back office & document

management, E-business, Call & contact center,

Non-core logistics

Contact: Konrad Rochalski

OpusCapita sp. z o.o.Global HQ: Finland

tel.: 22 868 57 30


Contact: Joanna Galuba, PR

SSC Oriflame Global Shared Services FinanceGlobal HQ: Sweden

Year started: 2010


Services offered: SSC: F&A for 19 European subsidiaries.

Contact: Bartek Wieczorek, Director

Be� CSR ini�a�ve of �e Y�r

Credit Suisse partne�hip wi� Wroc�w Children’s Hospice

Founda�on

Winner

CEE Shared Services




14

Pola

nd: W

arsa

w

SSC Pandora Jewelry Shared Services tel.: +48 22 206 5800

Year started: 2012



Contact: Robert Schneyder, Head of Shared Services

SSC PGNiG Serwis Sp. z o.o.tel.: 22 589 45 55

Services offered: SSC for this state-controlled energy

group

Contact: Tomasz Bujak, Członek Zarządu

SSC Primo Polska S.A.tel.: 22 852 45 10

Services offered: SSC

Contact: Marta Waś, Managing Director

Process Solutions Sp. z o.o.tel.: 22 630 86 00

Year started: 2007


Services offered: Bookkeeping and Tax Compliance,

Statutory and International Reporting, Payroll,

Shared service centre support, Interim CFO,

Chief Accountant and Loan Staff

Contact: Tomasz Tąkiel

SSC Procter&Gamble Global Business ServicesGlobal HQ: USA

tel.: 22-590-9898


Services offered: SSC: IT, procurement, F&A. Warsaw

GBS is 2nd biggest in EMEA region.

Contact: Janusz Dziurzynski, Director

Provident PolandGlobal HQ: UK



SSC PwC Polska sp. z o.o.tel.: +48 22 746 4000, 48519507542


Services offered: PwC provides end-to-end consulting

services for SSC/BPO companies. This involves

support in building strategy, feasibility analysis,

designing and implementing centers, as well as

improving performance of already established

SSCs.

Contact: Romek Lubaczewski, Director

SSC PZU Centrum Operacjitel.: +48 (22) 582 42 28

Services offered: SSC for this state-controlled insurer

Randstad Payroll Solutons Sp. z o.o.tel.: 48512352179, (22) 274 10 00


Services offered: HR or Payroll. Randstad Payroll

Solutions (RPS) is a leading provider of payroll

calculation and administration of personnel files

for Client’s employees.

Contact: Katarzyna Plucińska, Managing Director

SSC RBS Global Hub EuropeGlobal HQ: UK

tel.: +48 22 42272345

Year started: 2007


Services offered: SSC: IT Services/Software


Management, Logistics/Supply Chain

Contact: Calum Cooper, Head of GHE

SSC Roche IT Service CentreGlobal HQ: Switzerland

tel.: 22 345 18 88

Year started: 2009

Number of employees: 100-200

Services offered: SSC: F&A, IT

Contact: Pawel Pyszlak, Director

Samsung Electronics PolandGlobal HQ: Korea


Services offered: Software development for ICT& TV

SAT

SSC Schneider Electric - EMEA Finance Shared ServicesGlobal HQ: Germany

tel.: +48 (22) 3145519


Contact: Philip Woodburn, VP Finance Global Shared

Services and Operations

Sii Sp. z o.o.Global HQ: France

tel.: 22 486 37 37

Year started: 2006

Number of employees: 2.2999999999999998224


HR or Payroll, Data Analytics/Management,

Customer Support/Call Centre/Telemarketing.

With over 2,300 engineers, we execute various

technology projects for leading Polish and mul-

tinational companies. We support our clients

within the scope of software development, IT

infrastructure, product engineering, service

desk, training and testing.

Contact: Gregoire Nitot, CEO

SSC Stanley Black & Decker Inctel.: +48 22 46 42 700


Contact: Jacek Bialas, EMEA Business Services Director

SSC Technicolor Polskatel.: 22 702 75 30


Teleperformance Polska Sp. z o.o.Global HQ: France

tel.: 48 22 4687018

Year started: 1997


Be� Unive�i�-Business coopera�on of �e Y�r

Di�ri� Au�ori� of Kętrzyn and Shared Services Center for

Kętrzyn Di�ri�

Winner

CEE Shared Services


15



Pola

nd: W

arsa

w

Services offered: Customer Support/Call Centre/

Telemarketing, Technical support. Delivers

multichannel and multilingual customer service,

technical support and customer acquisition to

the B2C and B2B markets.

Contact: Mariusz Odkała, CEO

Tieto Poland Sp.z o. o.tel.: 717740300

Year started: 2006

Number of employees: about 1100 employees

Services offered: IT services, R&D services, Industry

specific

Contact:

Ireneusz Miski, President of the Board,Country

Manager Poland

SSC TNT Holdings (Poland) sp. z o.o.tel.: 22 771 70 28

Year started: 2014



Contact: Iwona Skwarska , Vice-president of the board

UCMS Grouptel.: +48 22 329 27 00, +48 223292700

Year started: 1995

Number of employees: over 300

Services offered: 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

SSC Velux Global Business Servicestel.: +48 22 33 77 000

Services offered: SSC: GFO organization is spread

across 7 countries (Europe and United States),

supporting finance and account controlling ac-

tivities of over 30 VELUX sales and production

companies.

Contact:

Be� Public Se�or Proje� of �e Y�r

Cisco Engineer Incubator Program

Winner

CEE Shared Services




16

Pola

nd: B

iały

stok

Jarosław Wojnarowski, Director, Global

Front Office

Wipro IT Services Poland Sp. z o. o.tel.: 22 211 06 16

Year started: 2012


Services offered: Finance, Accounting, IT Services

Contact: Ramesh Appadurai Phillips

Xerox Sp. z o.o.Year started: 2003


Services offered: BPO: IT, Managed Print Services

Contact: Kinga Piecuch , President of the Board

BiałystokBIT S.A. Białystok BranchYear started: 2010

Services offered: ITContact: Zdzisław Karwowski, Chairman

Centrum Informatyki \"ZETO\" S.A.Number of employees: 200

Services offered: ITContact: August Kottowicz , Vice President of the

Board

INTRATEL sp. z o.o.Year started: 1997

Number of employees: about 30

Services offered: ITContact: Dariusz Grzegorz Daniliuk, Chairman

Qburst Poland Sp. z o.o.Year started: 2011


Services offered: ITContact: Karol Przybyszewski

SICC s.c. Marcin Zajkowski, Paweł BreśYear started: 2013

Services offered: ITContact: Paweł Breś

SMT Softaware Sp. z o. o. SKA Białystok Branchtel.: +48 71 769 59 00

Year started: 2000

Services offered: IT

Bielsko-Biała4CALL.PL Sp. z o.o. – Grupa DataContact

SSC Aviotel.: 33 813 40 12


SSC Centrum Finansowo – Księgowe Grupy Żywiec S.A.tel.: 33 826 20 00



SSC Cooper-Standard Automotive Polska Sp. z o.o.Number of employees: 60


Contact: Wojciech Pandel

Manager’s Profile

Gregoire NitotCEO Sii Sp. z o.o., Poland

Background on SII? With over 2,300 engineers, Sii is the top IT and Engineering services provider in Poland. We are operating in 8 cities: War-saw, Gdansk, Wroclaw, Cracow, Poznan, Lodz, Katowice, Lublin. We execute var-ious technology projects for leading Polish and multinational companies. We support our clients within the scope of software development, IT infrastructure, product engineering, service desk, training and testing. Established in 2006, we grew from a small one-person startup company to a solid enterprise employing more than 2,300 professionals today. And we plan to hire another 1,000 people in 2016.

Explain why your company set up operations in Poland.Specific factors why we chose Poland as an offshore center: • Stability and neutrality (free of local

conflicts, stable political system and healthy economy)

• Security (membership with EU, NATO, OECO, WTO, Schengen Zone, UN, OSCE, OCE, ICRC)

• Cost-effective country (competitive prices, labour cost)

• Extensive foreign language skills (mul-ticultural work environment)

• Easily accessible (located in the heart of Continental Europe with many direct flights through international airports)

• High level of education (2 million stu-dents including over 225,000 students in engineering, computing, mathemat-ics, statistics)

What specific services do you provide?We provide external IT & Engineering services in terms of Application Devel-opment, Service Desk, End-User Sup-port, Testing, Engineering Services and Trainings in different cooperation mod-els: Specialists outsourcing, Team Leasing, Managed services or turn-key solutions – depending on our clients needs. Ex-pansion plans include targeting verticals like the Public sector, and internation-al expansion (USA, Canada, Germany, Netherlands, Denmark)Biggest positive surprises (and biggest negative surprises) about setting up or operating SSC centre in CEE:Positives: • Passionate people• Stability and neutrality• Security• Extensive foreign language skills• Easily accessible• High level of educationNegatives/Improvements needed: • Tax policy• Salary growth

Gregoire is the founder, the owner of 30% shares in Sii Poland and its first employee. He fell in love with Poland in 1999, during his Erasmus Exchange at the Warsaw School of Economics (SGH).

17



Pola

nd: B

ydgo

szcz

Crystall Call Sp. Z o.o. – Grupa Crystal Call a.s. (Słowacja)

SSC EnerSys Sp. z o.o.Number of employees: 100

Services offered: SSC - usługi księgowe i obsługa klienta

EnerSys

SSC Fiat Services Polska Sp. z o.o.tel.: 33 813 21 00


Netia S.A. – Centrum Obsługi Technicznej Grupy Netia

Simio Polska Sp. z o.o. - SIMIO a.s. (Czechy)

Universal Agent S.A. – Grupa DataContact

Borek StrzelińskiInternational Deco Logistics Sp. z o.o.Global HQ: Poland

tel.: 71 392 76 10

Contact: Alex Frank Flamant, Prezes Zarządu

BydgoszczAGNAT Sp. z o.o.tel.: 052 366 77 77

Services offered: Call Center

Contact: Szczepan Gostomczyk , President of the

Board

Alcatel - Lucent Polska Sp. z o.o.tel.: 52 349 10 00, 48225155000

Year started: 2006

Emerging Ci� of �e Y�r – Po�nd

Bydgoszcz

Winner

CEE Shared Services




18

Pola

nd: B

ydgo

szcz


Services offered: ITContact: Andrzej Dulka , President

Alcatel - Lucent Polska Sp. z o.o.tel.: 52 349 10 00, 48225155000

Year started: 2006


Services offered: ITContact: Mariusz Kielich, Kierownik ds. komunikacji i PR

Asseco Poland S.A.tel.: 0048 52 327 48 00

Year started: 2012


Services offered: ITContact: Adam Góral , President of the Board

Astaro

Atos IT Services Sp. z o.o.Global HQ: France

tel.: 52 589 20 00,

Year started: 2008


Services offered: ITContact: Dariusz Baran , Country Manager

Bank BPH S.A. Centrum Korporacyjnetel.: 80 127 42 74

Services offered: Finance

Bank Pocztowy S.A. - Centrum Operacyjne Sp. z o.o.Year started: 2010


Services offered: F&A

Contact: Robert Ratajczak

SSC Banku Pocztowy S.AGlobal HQ: Poland

tel.: (52) 349-91-00

Services offered: SSC, Call Centre

Bazy i Systemy Bankowe S.A.tel.: 52 325 13 00

Year started: 1994


Services offered: ITContact: Wiesław Łącki , Vice President of the Board

Bazy i Systemy Bankowe S.A.tel.: 52 325 13 00

Year started: 1994



Contact: Mariusz Tokarski , President of the Board

Bibby Financial Servicestel.: 52 582 22 23

Year started: 2012

Number of employees: 10Services offered: F&A

SSC Centralny Ośrodek Rozliczeniowy Poczty PolskiejGlobal HQ: Poland

tel.: 523255108, 523255000

Services offered: F$A, SSC

SSC Centrum Operacyjne Grupa Banku PocztowegoGlobal HQ: Poland

tel.: 523499165

Year started: 2010


Services offered: SSC, F&A

Contact: Grażyna Rucinska

Centrum Operacyjne Sp. z o.o.tel.: 52 349 94 32


Contact: Krzysztof Ratajczak , President of the Board

Contact Center Sp. z o.o.tel.: 52 599 12 50

Year started: 1999

Number of employees: in Poland: 5915

Services offered: Call center

Contact: Jakub Kłoczewiak , President of the

Management Board

Eniro Polska Sp. z o.o.tel.: 52 510 54 00


Services offered: ITContact: Bożena Chmielarczyk – CEO

Genesys Telecommunications Laboratories Sp. z o.o.tel.: 51 911 61 60

Year started: 2012


Services offered: ITContact: Stanton Roger , President of the Board

Grant Thornton FPA Outsourcing Sp. z o.o.tel.: 69 199 87 02


Contact: Tomasz Wróblewski , President of the Board

Jabil Global Services Poland Sp. z o.o.tel.: 52 525 90 00

Services offered: ITContact: Bogusław Kardas , President of the Board

Kujawsko - Pomorskie Regionalne Centrum Korporacyjne PEKAO S.A.tel.: 52 325 42 22


Livingston Poland Sp. z o.o.tel.: 52 583 14 04

Year started: 2008



Contact: Peter Luit, Member of the Board

Logon S.A.tel.: 52 326 00 00


Mobica Limited Sp. z o.o.tel.: +48 52 5225728

Year started: 2011


Services offered: ITContact: Stammers Nicholas Leet , President of the

Board

SSC OponeoGlobal HQ: Poland

tel.: 52 374 03 00

Services offered: SSC, Call Centre

OPTIMO-INVEST Sp. z o.o. Sp. komandytowo-AkcyjnaGlobal HQ: Poland

tel.: 695872000

OrangeNumber of employees: 100


Postdata S.A.tel.: 52 370 57 57

Year started: 1995


Services offered: ITContact: Piotr Zawicki , Vice President of the Board

Przedsiębiorstwo Informatyki ZETO Bydgoszcz S.A.tel.: 52 323 23 00

Services offered: ITContact: Stanisław Jentczak, President

SSC PZU S.A.Global HQ: Poland

19



Pola

nd: B

ydgo

szcz

tel.: 52 308 20 14


SDL Poland Sp. z o.o.tel.: 52 582 44 00

Year started: 2012


Services offered: ITContact: Haeussler Albi Thomas, President

Soft BlueNumber of employees: 10Services offered: IT

Sunrise System Sp. z o.o.tel.: 52 525 25 25

Year started: 2011

Number of employees: About 150

Services offered: IT, Call centre

Contact: Paweł Rybak, President of the Board

T KompNumber of employees: 30


TEL-DATtel.: 52 341 97 00

Year started: 1996


Teleplan Polska Sp. z o.o.tel.: 52 364 62 00

Year started: 2010


Services offered: ITContact: Andrzej Klesyk , President PZU

BytomContact Center Liberty

ChorzówBiuro Projektowania Systemów Cyfrowych (BPSC) SA

BSS Polska Sp. z o.o.Contact: Karol Ptasznik , President of the Board

Be� General Advisory Firm of �e Y�r

PwC Po�nd, SSC/BPO CoE T�m

Winner

CEE Shared Services




20

Pola

nd: G

dańs

k

OEX/ArchidocServices offered: BPO, ITO

Contact: Konrad Rochalski , President of the Board

CiechanówContact Center sp. z o.o.Year started: 1999

Number of employees: In Poland: 5915

Services offered: Telesales, sales support, databases,

call centre, debt recovery, marketing research,

office services, voice recordings, business

consultancy, handling overflow traffic, contact

centre virtualisation


Management Board

CzęstochowaCall Center Inter Galactica (branch)Year started: 2002

Services offered: Call Center, research

Telbridge (branch)Year started: 2007


TRW AutomotiveYear started: 2007


Services offered: Accounting services

Contact: Robert Głowacki

Dąbrowa GórniczaSSC Alba Polska Sp. z o.oNumber of employees: 50

Services offered: Finance, Accounting SSC

Contact: Dorota Dela

SSC Alba Polska Sp. z o.oNumber of employees: 50


Contact: Robert Pielka

SSC ArcelorMittal Shared Services Centre EuropeGlobal HQ: India

tel.: + 48 327772558, 48668460053

Year started: 2008



Management, Legal Services

Contact: Edwin Bennaars, Head of Shared Services

Centre Europe

DHL LogisticNumber of employees: More than 200

Services offered: Logistic Outsourcing

WiproNumber of employees: 140

Services offered: Finance, Accounting Outsourcing

Contact: T K Kurien , CEO &Member of the Board,

Wipro Ltd.

DomaniówPalef sp. z o.o. Global HQ: Poland

tel.: 71 301 81 10

Contact: Willem Louis Everaert , Prezes

ElblągBest S. A.

FLSmidth MAAG Gear AGtel.: 55 236 47 30

Year started: 199


Services offered: Biuro Techniczne i Logistyczne

Contact: Artur Leonowicz

Info Power Sp. z o.o.Year started: 2000


Contact: Jerzy Olszewski , Vice President of the Board

OPEGIEKA Sp. z o.o.Year started: 1984

Number of employees: 110Contact: Beata Górska

GdańskAcxiom Global Service Center PolskaGlobal HQ: USA

tel.: 58 781 34 00

Year started: 2007


Services offered: BPO: IT. Focus includes Data Center

Outsourcing.

SSC Arla Global Financial Service Centre Sp. z.o.o.Global HQ: Denmark

tel.: 58 763 84 00

Year started: 2008


Services offered: SSC: F&A, HR, Global Master data,

procurement, tax, internal control

Contact: Anton Blokland, Global Director

SSC Arla Global Financial Service Centre Sp. z.o.o.Global HQ: Denmark

tel.: 58 763 84 00

Year started: 2008


Services offered: SSC: F&A, HR, Global Master data,

procurement, tax, internal control

Contact: Marcin Tchorzewski, General Manager

- Poland

AssecoNumber of employees: 1000

Mo� Dynamically Developing Ci� – Po�nd

Tri Ci�

Winner

CEE Shared Services


21



Pola

nd: G

dańs

k

Services offered: IT services

AtenaYear started: 1991



Bank BPH/GE CapitalYear started: 1997



SSC Bayer Service Center GdańskGlobal HQ: Germany

tel.: 48 58 772 90 00

Year started: 2012


Services offered: SSC: F&A, GL, A/P, A/R, Travel.

Contact: Remigiusz Wojciechowski, Head of Service

Center Gdansk

Cognizant Technology SolutionsGlobal HQ: USA

Services offered: BPO: provider of consulting, informa-

tion technology and business process services.

Competence Call Center Global HQ: Austria

tel.: 58 882 20 00

Year started: 2014



SSC ENERGA Centrum Usług Wspólnychtel.: +48 58 771 86 01

Year started: 2011


Services offered: SSC for this government-controlled

energy company, serving 8500 employees and 7

subsidaries: F&A, HR, Procurement

Contact: Grzegorz Radwański, Prezes Zarządu

SSC EPAM Systems (Poland) Sp. z o.o.tel.: +48 12 222 02 02


Services offered: SSC: Software Engineering. Offices in

Poland in Gdansk and Krakow.

Contact: Michał Lisiecki, Poland Country Manager at

EPAM Systems

Fineos Software Service Centretel.: 58 881 35 01

Year started: 2009


Services offered: ITContact: Lech Babula, Software Service Centre Manager

First Data Global Services Ltdtel.: 48 58 763-67-00

Year started: 2007


Services offered: Finance, SCM, IT, PM, HR

Contact: Janusz Diemko , President of the Board

GoyelloGlobal HQ: Netherlands

tel.: 58 732 77 71

Services offered: BPO: IT services

Contact: Peter Horsten, Founder

Gratka TechnologieYear started: 2009



SSC Hempel A/Stel.: 58 521 89 00

Year started: 2010



Contact: Daria Pawlikowska, Shared Service Center

Manager

HK Finance&AccountingYear started: 2005


Services offered: Finance and accounting

HumaxYear started: 2005

Number of employees: 10Services offered: R&D

IBMYear started: 2009


Services offered: Consulting, application services, IT

ImplixYear started: 2007



Intel Technology Poland Gdansktel.: 58 766 11 11

Year started: 1998



IntitecYear started: 2014

Services offered: ITO and IT testing

SSC Jeppesen by BoeingGlobal HQ: USA

tel.: 58 760 61 00

Year started: 1998


Services offered: SSC: IT development

Contact: Rafał Stepnowski , President

Kainos Software Poland Sp. z o. o.tel.: +48 58 333 7171

Year started: 2008


Services offered: ITContact: Stephan Sakowicz, Head of Operations,

Gdansk

SSC Kemira Gdańsk sp. z o.o.Global HQ: Finland

Be� New Office Development for SSC/BPO Se�o�

Olivia Six (Gdańsk)

Winner

CEE Shared Services




22

Pola

nd: G

dańs

k

tel.: 58 773 60 00

Year started: 2013


Services offered: SSC: F&A, IT Customer support

Contact: Arkadiusz Rochowczyk , Managing director

SSC Lufthansa Systemstel.: 58 3265 400

Year started: 1998



Contact: Ireneusz Zalewski, CEO

SSC Metsä Group ServicesGlobal HQ: Finland

Year started: 2012



[email protected]

Contact: Ireneusz Truszkowski, General Manager

SSC MOL (Europe) Central Support Unit Sp. z o.o.Global HQ: Japan

tel.: 58 7795810



Contact: Reiner Zimbalski, General Manager

NcomputingYear started: 2009



Nearshoring Solutionstel.: 58 341 56 39

Year started: 2012

Number of employees: 75Services offered: ITO and IT design

Nordic Servicestel.: 58 341 84 58

Year started: 2012


Services offered: F&A, IT

Contact: Berg Geir Utne, president

OIE SupportYear started: 2012


Services offered: Call center for US group Online

Interactive Education. Support functions that

operate from Gdańsk include A/R, Collections,

Registrar, Product Development, Student

Support and Transcript Evaluation.

OKE Softwaretel.: 58 321 72 46

Year started: 1996


Services offered: IT. Teams develop and implement in-

novative IT solutions for our partners in Europe

and the United States.

PBP ENAMORtel.: 58 690 17 00

Year started: 1989



PGS SoftwareYear started: 2014

Services offered: ITO

Playsoft GroupGlobal HQ: France

tel.: 58 341 90 45

Year started: 2006


Services offered: Mobile games, mobile applications for

this France-based games developer.

Contact: Pierre Olivier Monteil

PowelGlobal HQ: Norway

tel.: +47 481 64 566

Year started: 2014


Contact: Adam Boryniec , Managing Director

PwC Polska - Advisory Center of Excellencetel.: 519506897

Year started: 2015


Services offered: Data Analytics/Management, Legal

Services

Contact: Damian Kalinowski

SSC PZUYear started: 2010



Qtraveltel.: 58 326-20-00

Year started: 2013


Services offered: CC

Schibsted TechGlobal HQ: Norway

Year started: 2014

Services offered: ITO with offices in Krakow and Gdansk

Sigardentel.: +48 58 739 64 88

Year started: 2008


Services offered: R&D. SiGarden is the innovative design

house and provider of advanced embedded

boards and modules that are used in automa-

tion, health care and mission critical applications.

Sii GdanskGlobal HQ: France

tel.: 58 321 78 00

Services offered: IT development branch

SolwitGlobal HQ: Poland

tel.: 58 770 34 90

Year started: 2012

Be� Business Centre Manager of �e Y�r – BPO

Agniesz� Zygner, Capita Po�nd General Manager

Winner

CEE Shared Services


23



Pola

nd: G

dyni

a


Services offered: IT and software development

Contact: Leszek Pankiewicz, president

SSC StaplesGlobal HQ: USA

tel.: 58 781 52 00

Year started: 2015


Services offered: SSC: Procurement, IT

Contact: Piotr Kiszkis, MD

State Street BankGlobal HQ: USA

Year started: 2015

Services offered: This is the expansion office of State

Street (Krakow).

Contact: Alexander Ticehurst, Director

SynopsysGlobal HQ: USA

tel.: 58 761-40-00

Year started: 2001


Services offered: IT and software development for this

US-based firm

SSC ThyssenKrupp Group Services Gdansk Sp. z o.o.tel.: 58 763 0052


Contact: Robert Góra, Manager

TIM Call CenterYear started: 2012


Services offered: Call Centre

TranscomNumber of employees: 1000+


Unifeedertel.: 58 350 07 10

Year started: 2014

Services offered: Logistics

Contact: Michal Wykowski, Country Manager

SSC UST-GlobalGlobal HQ: USA

tel.: 58 769 51 61

Year started: 2014


Contact: Grzegorz Krzyzanowski, Delivery and

Operations Manager

UTC Fire& Securitytel.: 58 301 38 31

Year started: 2002


Services offered: R&D centre for buildings with focus on

\"smart\" technology

Willistel.: 58 732 68 00

Year started: 2010

Number of employees: App. 10 currently


Wipro IT Services Gdansktel.: 784-918-950

Year started: 2012


Services offered: IT services

Contact: Fijałkowski Jacek , Country Operation Head

GdyniaADVA Optical NetworkingYear started: 2003



Asseco Poland SAYear started: 1991

Services offered: ICT

BESTYear started: 1994

Number of employees: App. 500 (in Gdynia and Elbląg)

Services offered: Call center and Outsourcing of debt

collection

Det Norske VeritasGlobal HQ: Norway

Year started: 2010



Contact: Michał Gronert, Head of Section / Senior

Engineer, Maritime and Oil&Gas Section Poland

Fluggertel.: 58 340 2800

Year started: 2012

Number of employees: 20 (100)

Services offered: F&A, IT, HR, Procurement

Contact: Malgorzata Undzillo-Haverberg, Country

Manager

MisysGlobal HQ: USA

Year started: 2012


Services offered: ICT. Several offices throughout CEE

PPG Coating Poland LTDtel.: 58 774 9900

Year started: 2012



SSC Sony Pictures Global Business Services Sp. z o.o.tel.: +48 58 667 8200, +48 58 667 8312

Year started: 2009


Services offered: SSC:F&A, HR or Payroll, Data

Analytics/Management

Contact: Michał Gryglewski, VP - Global Business

Services

Be� Business Centre Manager of �e Y�r – Shared Services

Terri Gerosa, CSC Po�nd H�d, Ci� Service Center

Po�nd

Winner

CEE Shared Services




24

Pola

nd: K

atow

ice

SSC ThomsonReuters Europe SAYear started: 2011


Services offered: SSC: ITO, media

Contact: Pawel Szymanski , Service Delivery

Management EMEA, Managed Services,

TechOps

Young Digital PlanetGlobal HQ: Finland

tel.: 58 768 22 22

Year started: 1990


Services offered: IT, R&D

Contact: Kuba Pancewicz, CEO

GliwiceFuture Processingtel.: 32 461 23 00

Year started: 2000


Services offered: Software Development, Mobile

Applications, Web Applications, Desktop

Applications, Agile IT Outsourcing

Contact: Jarosław Czaja

Future Processingtel.: 32 461 23 00

Year started: 2000


Services offered: Software Development, Mobile

Applications, Web Applications, Desktop

Applications, Agile IT Outsourcing

Contact: Jarosław Kacprzak, PR Manager

SSC General MotorsNumber of employees: About 100


SSC Ista Shared Servicestel.: 32 339 71 50

Year started: 2006



Junisoftex Sp. z o. o.

SSC PregisYear started: 2008

Number of employees: More than 100


TennecoNumber of employees: 100


TRW AutomotiveContact: John C Plant, President and CEO, TRW

Automotive

WaskoContact: Paweł Kuch , Vice President of the Board

X – solve

GrójecFaureciaNumber of employees: 100


Katowice4EverNET Sp. z o.o.Year started: 2002

Number of employees: under 100

Services offered: CS

Contact: Marta Kozakowska-Kędzierska , Managing

Director

Alan Systems

Alba PolskaContact: Robert Pielka, Member of the Board

Alba PolskaContact: Krzysztof Gruszczyński, Country Manager

Aldec ADT

SSC Arinso People Services Sp. z o.o.Year started: 2006


Services offered: HR, SSC

Contact: Andrzej Gadaj

Asseco SystemsYear started: 1994



Bombardier Transportationtel.: 32 730 50 00

Year started: 2001



Contact: Janusz Kućmin , Chief Country Representative

CapGemini Polska sp.z o.o.tel.: (32) 769 30 00

Services offered: BPO: F&A, IT, etc.

Contact: Marcin Nowak , Delivery Centre Director CEE;

Head of Global Distributed Smart Services

COIG S.AContact: Paweł Kuch , President of the Board

Contact CenterYear started: 1999




Management Board

Cooper Standard Automotive PolskaContact:

Be� Employer of �e Y�r – Shared Services – Po�nd

Credit Suisse Center of Excellence Wrocław

Winner

CEE Shared Services


25



Pola

nd: K

atow

ice

Wojciech Pandel, Sr. Finance Director, Europe

CYCLAD Polska Sp. z o.o.tel.: 32 746 30 00

Year started: 2008



Deloitte BPOtel.: 32 508 04 00

Year started: 2008


Services offered: F&A, HR

Contact: Marek Metrycki , Partner Zarządzający

DisplayLinktel.: 32 721 84 00

Year started: 2008



Contact: Mariusz Tomaka , President of the Board

SSC Dunlop Conveyor Beltingtel.: +48 32 661 04 80, +48 32 661 04 80

Year started: 2014


Development, HR or Payroll, Logistics/Supply

Chain, Customer Support/Call Centre/

Telemarketing

Contact:

Jakub Daroń, Shared Service Center Head

Enersys

Eniro PolskaYear started: 2001



Contact: Bożena Chmielarczyk , CEO

Ericsson GSDCtel.: 22 691 61 68

Year started: 2009



Ernst&YoungYear started: 1992


Services offered: BPO, F&A, HR

Contact: Jacek Kędzior , Managing partner of the EY

SSC Eton Park Capital Management/Ruchtel.: +48 22 693 70 00



Contact: Igor Chalupec, Członek Rady Nadzorczej

FIAT Services Polska

GeneraliYear started: 2011



Grant ThorntonYear started: 2007



Contact: Tomasz Wróblewski , President of the Board

Grupa ŻywiecYear started: 2011



HireRight Poland Sp. z o.o.Year started: 2004


Services offered: CS, HR, Other

IBMYear started: 2013


Services offered: IT, HR, CS

Contact: Ales Bartunek , General Director for Poland

and Baltic States



26

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ING Services Polandtel.: 32 357 3019

Year started: 2003


Services offered: IT, CS, R&D

IT4QYear started: 2008

Number of employees: 15Services offered: BPO, ITO

Contact: Wojciech Marciniak , Member of the Board

SSC Katowicki Holding Węglowytel.: 32 420-4090; 32 420 4142

Year started: 2012


Services offered: SSC: F&A, HR, IT, CS

Kroll OntrackYear started: 2004



LGBS

Link4 Call Center

MaksimumYear started: 2008



Mentor Graphicstel.: 32-7315320

Year started: 2005


Services offered: R&D, F&A

Contact: Grzegorz Mrugalski, DFT Software

Development Manager

Neubloctel.: 32 201 04 74

Year started: 2009



Northgate ArinsoYear started: 2003


Services offered: HR (payroll process outsourcing)

OracleYear started: 2012


Services offered: IT, CS

OrangeYear started: 2004



PERFORM MEDIA POLAND Sp z o. o.tel.: +48 (32) 797 19 48

Year started: 2011


Services offered: IT Software

Contact: RICHARD EDWARD MCMORRIS,

CZŁONEK ZARZĄDU

Poczta Polskatel.: 322532154

Year started: 2012


Services offered: CS, DM

Contact: Jerzy Jóźkowiak , President of the

Management Board

Proximetrytel.: 32 200 03 33

Year started: 2006



Contact: Mirosław Ossysek , General Manager

PwC Service Delivery Center Poland Sp. z o.o.tel.: 519507623

Year started: 2009


Contact:

Paweł Mleczko, Managing Director

Rockwell AutomationYear started: 2006


Services offered: F&A, HR, IT, CS, R&D

Contact: Sławomir Szpak , Operational Director

Rockwell Automation in EMEA Region

Siitel.: 32 661 41 91

Year started: 2014


Services offered: IT,

Contact: Maciej Topczewski

Sms Metallurgy Polska sp. z o.o.Year started: 2007

Contact: SMS Siemag Aktiengesellschaft, Wspólnik

SteriaYear started: 2007


Services offered: ITContact: Bruno Boquet, Dierctor Steria Polska

SygnityContact: Krzysztof Ducal , Vice President of the Board

SygnityContact: Janusz R. Guy , President of the Board

TELE-FONIKA KableYear started: 2012


Services offered: F&A, CS

Contact: Ryszard Pilch , President of the Board

Teleperformance GermanyContact:

Mo� Unique Services Provider– Po�nd

Capita Pols�(Kraków / Łódź, Po�nd)

Winner

CEE Shared Services


27



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nd: K

atow

ice

Ewa Wesoly, Contact center Manager Tenneco

Timken

SSC UnileverYear started: 2008


Services offered: SSC: F&A, CS, other

Contact: Harm Goossen, President of the Unilever CEE,

Unilever Poland

SSC UnileverYear started: 2008

Be� IT Services Firm of �e Y�r– CEE

SoftServe

Winner

CEE Shared Services


Manager’s Profile

Jakub DarońHead of Shared Service Center Dunlop Conveyor Belting – Katowice Parent Company: Fenner Dunlop PLC, Hull, UK

What’s Dunlop doing in Katowice? The Shared Service Center in Katowice was established in 2014 and serves all Dunlop Conveyor Belting loacations in EMEA region. We cover customer ser-vice as well as back office activities, IT sup-port, marketing, HR and payroll. We are also preparing to start Account Payable and Accounts Receivable operations this year. Our employees provide service in 11 languages and cooperate with 10 Fenner Dunlop locations across EMEA region.We plan to have over 50 employees this year.

Explain why your company set up operations:Setting up the SSC team in Katowice in Poland was based on the following factors: attractive and diverse labour market and availability of skills, salary arbitrage vs other locations in Poland and CEE, proximity, cultural similarity and prospects of development of the country.

How has your business changed in CEE over the last 2-3 years?We have been growing steadily over the last 2 years and plan to continue this

growth. The decision to start SSC is now seen as an excellent step. We see how-ever that more an more companies are coming to Katowice and this influences already our attrition rate. Therefore – we put strong emphasis on talent man-agement and retention as well as devel-opment of strong leadership.

Specific bits of advice to other firms considering setting up SSC/BPO operations in CEE:Be aware that there are more and more players on the market and in some loca-tions the competition is becoming very tight. This impacts already the costs and therefore it is essential to realize what skills are needed and what is expected maximum budget involved. There are still places where cost vs quality ratio is very attractive.

Employee Issues. We started with 10 people in 2014 and we want to reach 50 this year. We are planning to migrate more and more strategic processes to SSC as the ones already existing are very effective. Avail-ability of skills on the market is sufficient and salary increase pressure is not as big as in main big locations in CEE. We focus on building a “Customer first” mindset within the team.

Biggest positive surprises about operating SSC centre in CEE:Positives: People engagement is some-thing really amazing especially when we manage keep the talents with us. Ability to cooperate with different cultures also helps a lot within our SSC operations.Negatives/Improvements needed: I still see some possible improvements with-in the labour law and regulations. Hiring non-EU citizens, contracts flexibility and tax regulations are areas which are still not up to European standards.

Specific cost savings that your firm has achieved:The figures are confidential but we have improved a lot our customer experience by accelerating the enquiry to offer speed and therefore became more competitive. We also gained the fresh look on all pro-cesses by new people and managed to create savings thanks to continuous im-provement projects which were started.

Before joining Dunlop Jakub held various positions at Danone, Stanley Black & Decker and Shell. Was responsible mainly for customer operations team management, continuous improvement projects and processes migrations. Graduated from University of Economics in Poznan and Warsaw School of Economics. Has also MBA title from Oxford Brookes University. Contacts: +48 32 661 04 80, [email protected]



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Services offered: SSC: F&A, CS, other

Contact: Anthony Natt

UPCYear started: 2008



Contact: Christopher F. Biedermann, , Financial

Director UPC Poland

WartaYear started: 2009



Webanywheretel.: 32 630 41 37

Year started: 2012



Wincor NixdorfYear started: 2011


Services offered: ITContact: Mirosław Janik , President of the Board

ZETO Katowice

KętrzynPhilipsServices offered: R&D

KielceAlbitYear started: 1991

Number of employees: 13Services offered: IT outsourcing

Altar Sp. z o.o.Year started: 1990


Services offered: IT outsourcing

Contact: Dariusz Borek, President

BC&O Polska Year started: 2001


Services offered: Outsourcing of broadly defined admin-

istrative services

Contact: Mirosław Sroka , President of the Board

BiurexYear started: 1991


Services offered: Financial and accounting, HR

and payroll services

Call Center Inter Galactica Sp. z o.o.Year started: 2002


Services offered: Outsourcing of sales force and call

center services

Contact: Pavlo Polishchuk , Project Manager

Manager’s Profile

Lalit Kumar GuptaRegional Operations Director & Mgmt. Board Member NorthgateArinso Poland Sp. z o.o. (NGA HR) – Katowice Parent Company: NGA Human Resources, UK.

Background on NGA in Katowice? NGA HR is based in Katowice, Poland for last 13 years. The organization is a unique service provider in the region which help/support its customers to transform their HR function by provid-ing HR Technology, Outsourcing and Consulting. NGA Poland office has more than 200 employees and concentrates on DACH, EE and Russia region.

NGA is working on building HR relat-ed capabilities (COE) within our Poland office i.e. HR experts on several coun-tries (Germany, Switzerland, Austria, Russia etc.) especially complex ones with legislations and legal changes. NGA al-ready has capitalized and plan to achieve, a saving of more than a million GBP in coming FY with few such activities.

Explain why your company set up operations in Katowice:NGA opened its Katowice Deliver cen-ter for several reasons:

• available talent pool in Silesia region• excellent infrastructure and office

space available in the city and growing• very well connected to bigger cities

(Krakow, Wroclaw) • to be close to out customer’s local

presence where we have lots of cus-tomers in Malopolskie region.

3 specific bits of advice to other firms considering setting up SSC/BPO operations in CEE:Invest in Talent and local candidate Pool. Work as close as possible with local ed-ucational & government institutions to build a strategy around growth. Work

with and not against, competitors and similar organizations.

Employee Issues.NGA HR has been growing over the last few years and will continue to do so in Po-land. NGA HR growth doesn’t only mean in headcount/FTEs but also the market share in the region. We are definitely look-ing at opportunities to have more skill-based services in Poland in coming years and expand capabilities. Talent pool in Katowice/Poland is great. It is a place with lots of young and ambitious people. Of course it has to be channelized appropri-ately way so that everyone can capitalize on existing and upcoming opportunities.

Biggest surprises about operating in Katowice:Positives: Excellent and skilled talent pool, support and willingness of government to grow business and opportunities etc.Negatives/Improvements needed: Educa-tional system needs to come close to this in-dustry to work on demand vs. supply issues.

Lalit Gupta has been working with NGA for over 2 years now and leading Eastern Europe and Russia along with Poland. Lalit has been living in Poland for about 8 years. Lalit has an extensive ITO, BPO experience with focus on Business Management. Contacts: + 48 887 886 700, [email protected]

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Centrum Systemów Komputerowych ZETO SAtel.: 41 364 22 00

Year started: 2002



ComplexComputers sp. zo.o.tel.: 41 368 06 01

Year started: 1991



EduTeltel.: 48 22 610 02 30

Year started: 2013


F.U.H Older (usługi Call Centre dla Play)Contact: Dariusz Goch

Impel Business Solutions oddział KielceNumber of employees: 8 (locally in Kielce)

Services offered: Financial and accounting, HR and

payroll services

INFONETAX Sp. z o.o.tel.: 41 344 52 24

Year started: 2007


INFOVER S.A.tel.: 41 367 85 02

Year started: 2001


Kolporter INFO SANumber of employees: 2009 - 113

Services offered: Helpdesk , Call Center,

Oprogramowanie dedykowane realizowane na

zamówienie , Outsourcing IT

Contact:

Jarosław Ambroziak , President

Mansourcing Sp. z o.o.tel.: 600955123

Year started: 2012

Number of employees: approx. 50

Services offered: IT outsourcing,

HR outsourcing

(including recruitment, training, etc.)

MedicoverYear started: 2007

Number of employees: approx. 100


center services

MJ Sysems Magdalena MichalskaYear started: 2011


(additionally people on specific task contracts

if necessary)


Manager’s Profile

Paweł MleczkoManaging Director PricewaterhouseCoopers Service Delivery Center Poland Sp. z o.o. What is PwC Service Delivery Center doing?

PwC Service Delivery Center in Kato-wice provides professional services for multiple PwC network firms, predomi-nantly in EMEA region. We support en-gagement teams across two main lines of services: assurance and tax. Recently we have also commenced service delivery related to back office functions (Inter-nal Firm Services). Our scope of work is constantly evolving and expanding both geographically and in terms of com-plexity. Since our inception in 2009 we have been experiencing a very dynamic growth. Currently the center employs nearly 1,000 staff.

Why Katowice?Katowice is the capital of the Silesian re-gion and is one of the major business, in-dustrial and trade centres of Poland. It is also one of the largest university centres and it is ranked very high both in terms of number of students/graduates and quality of education. This includes also availability of language skills necessary for the SDC business. The region proves to be dynamic, vibrant and provides excel-lent infrastructure. A lot is being done in

order to change the image of the region and increase its attractiveness and posi-tive perception. These actions gradually bring positive effects. Over last six years we were able to build a solid, reputa-ble and sustainable organization which proves our choice of Katowice was the right one.

What do you foresee in the next 2-3 yearsAfter these six years of constant devel-opment and expansion, I still can see a lot of potential for further growth. Recently the pace of growth has been around 20-30% on the annual basis and I expect we should be able to keep this pace in the three year horizon. Our customers ap-preciate the value and quality we bring to their business and are more and more willing to transfer additional activities and services to the delivery center. This was not that obvious at the very beginning and required a significant effort and hard work from both sides. The trust and rep-

utation we managed to build are now paying off.

Employee IssuesToday we have almost 1,000 staff and the number is expected to increase further. It is quite challenging not only to recruit enough and quality talent but then to ef-fectively onboard, train, retain and keep high quality of delivery at the same time. We have recently implemented a dedi-cated people/team focused programs to boost effectiveness, improve com-munication and increase engagement and ownership. We already see positive changes in teamwork, behaviors and work atmosphere. In my opinion this is very essential in such a quickly growing business.

Biggest surprise The dynamic and power of the SSC/BPO sector in Poland, despite very competi-tive global market. When I started in the industry several years ago, very few peo-ple expected such a scenario. Now such dreams are coming true.

Paweł Mleczko is a Chartered Certified Accountant, member of ACCA (FCCA). He commenced his professional career in 1995 as an auditor in PwC. Since 2003 involved in shared service/outsourcing sector in Poland where he held a variety of high-level positions in a number of organizations. Since 2010 he has been heading the PwC Service Delivery Center in Katowice.



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PctumYear started: 1996

Number of employees: ok..20-30

Services offered: Financial and accounting, HR and

payroll services

Przedsiębiorstwo Techniczno - Informatyczne "ZUBIX" Sp. z o.o.tel.: 41 344 44 47, 344 44 48



SanekYear started: 2009

Number of employees: 90 (countrywide)


center services

Simple OutsourcingYear started: 2009


(out of which

4 in Kielce)

Services offered: IT outsourcing,

HR outsourcing

(including recruitment, training, etc.)

Telbridge Sp. z o.o.tel.: 22 420 56 60

Teledirect Sp. z o.o.Year started: 2007

Number of employees: 25÷35


center services

Contact: Tomasz Ziemniak , Managing Director

Transition Technologiestel.: +48 41 24 97 880

Year started: 2014



UCMS Group Polandtel.: 22 329 29 00

Year started: 2013


Services offered: Payroll, HR, Accounting, BPO

Contact: Ludmiła Kobylińska

Koninarvato services (branch of Bertelsmann Media Sp. z o.o.)Year started: 2010

Services offered: BPO - telesales

Konstantynów Łódzki SSC Clarianttel.: (42) 279-08-03

Year started: 2013


Contact: Agnieszka Olszewska

KrakówABB IT sp. z o.oGlobal HQ: Switzerland

tel.: +48 22 223 86 00

Year started: 2015 (ABB IT)

Services offered: BPO, R&D, IT. ABB Corporate

Research develops latest technology for ABB

Group.

Contact: Mirosław Marian Mirosławski , CEO

Accounting Plaza Central EuropeServices offered: BPO, F&A

Affiliated Computer Services of PolandServices offered: BPO, IT, F&A, Contact Centre

AFSServices offered: Shared Service Center

SSC AkamaiYear started: 2014


Alexander Mann Solutions Poland Sp. z.o.o.tel.: 12 290 78 00

Year started: 2004


Services offered: Integrated Recruitment Process

Outsourcing, Permanent and Non-Permanent

Hiring, Total Talent Management, Recruitment

Administration

Contact: Jola Gantkowska, Director of Operations

SSC Amer Sports Financial Shared Service Global HQ: USA

tel.: (12) 328 39 01

Year started: 2011

Services offered: SSC: F&A for EMEA region

Contact: Herve Hachet, CEO

Amplexortel.: +48 12 254 41 00


SSC Amway Business Center EuropeGlobal HQ: USA

tel.: 48123795400

Year started: 2010





Telemarketing. ABCE is multifunction captive

servicing Europe in Finance, Marketing, IT,

Customer Service, and number of other highly

specialized services.

Contact: Wojciech Karpinski, Center Head

Antenna Volantis SytemsNumber of employees: 2014


Aon Hewitttel.: 48 12 290 97 00


AprisoNumber of employees: 2014

Services offered: BPO, IT

AVEREAST GROUPYear started: 2014


AZSoft S.A, Contact CenterServices offered: BPO, Contact Centre

CapitaYear started: 2014

Services offered: BPO: F&A, IT, HR, Data Analytics,

Logistics/Supply Chain, Call Center, Pet claims,

LPO

Contact: Agnieszka Zygner, MD

Capnor PolandYear started: 2014

Services offered: BPO, Engineering Services

SSC Cathay Pacific Airways LimitedServices offered: SSC

Contact: Bill Brooks, Programme Manager - Project

Connect

CBB Call CenterYear started: 2014

Services offered: BPO, Contact Centre (Call Center)

SSC CH2M HILL SSCYear started: 2014

Services offered: SSC: F&A, IT, R&D

Contact: Doug Jones, Director Shared Services Center

Chatham FinancialYear started: 2014

Contact:



32

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Magdalena Sokolwska, Finance, HR and

Administration

CEZ Polska Shared Service Centertel.: +48 12 277 8325

Contact: Nikola Nagyova, Marketing & Communication

Senior Specialist

SSC Cisco Systems Limitedtel.: +48 12 321 22 39

Year started: 2012





Telemarketing

Contact: Ramon Tancinco, Director of IT Services

Clifford ThamesYear started: 2014


Services offered: BPO, Business Analytics

ComarchNumber of employees: 1000

Services offered: ITContact: Janusz Filipiak , President of the Board

Communication FactoryNumber of employees: 100


Contact Center sp. z o.o.Year started: 1999








Management Board

Deloitte BPOYear started: 2008


Services offered: Bookkeeping, accounting, payroll and

HR administration

Contact: Piotr Żarski , Partner

SSC Delphi SSCServices offered: SSC

Delta Vista PolandYear started: 2014

DigitlandServices offered: BPO, IT

SSC DreamLab Onet.plYear started: 2014

Services offered: SSC, R&D

SSC EcolabServices offered: SSC

SSC EDFGlobal HQ: France

tel.: 22 556 5368

Services offered: SSC: F&A, HRO, CP, ITO, Engineerig

Contact: Marcel Maslej, Finance Director, SSC

SSC Electrolux Centrum Księgowo-Finansowetel.: 12 296 9600

Year started: 2006


Contact: Aleksander Rodycz, General Manager

Element14

Elettric 80Year started: 2014

Services offered: BPO, R&D

EPAM Systems (Poland) Sp. z o. o.tel.: 887499049, 12 222 02 02

Year started: 2011

Services offered: IT Services/Software Development

Be� IT Services Firm of �e Y�r– Po�nd

Sii Sp. z o.o.

Winner

CEE Shared Services


33



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nd: K

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Ericpol TelecomYear started: 2014


Contact: Paweł Szczerkowski

ESETYear started: 2014


SSC Euroclear Bank S.A.Global HQ: Belgium

tel.: 12-363-9710

Year started: 2013


Contact: Geert Desmedt, GM

Euroscript Polandtel.: 600-288-500 mobile


Contact: Adriana Tynor, Managing Director

Evolving OutsourcingYear started: 2014

ExultNumber of employees: 2014

Services offered: IT, F&A

Flying FishServices offered: BPO, IT

FMC TechnologiesYear started: 2014


Services offered: R&D engineering

Fortis BankNumber of employees: 50

Services offered: Clearing Center

FQS Poland (Fujitsu)Year started: 2014


Genpact PL Sp. z o.o.tel.: 12 443 60 00

Year started: 2005 Acquired 2012

Number of employees: 370 +

Services offered: F&A, OTC, STP, EAS

Contact: Calin Avram

SSC Getinge Shared Servicestel.: 12-363-2292


Contact: Agnieszka Obuchowska, Site Manager

SSC Google Operations CentreServices offered: SSC, R&D

SSC Hays Center Of Excellencetel.: 48225845695, +48 12 290 4460

Year started: 2011


Services offered: SSC: HR or Payroll

Contact: Michał Sokołowski, Director Centre of

Excellence

HCL Polandtel.: +48 12 390 9000

Services offered: BPO, IT, F&A

Contact: Beata Kossakowska, Group Manager - HR

HDI RathdowneyGlobal HQ: Canada

tel.: 32 729 9750

Services offered:

SSC HEINEKEN Global Shared Services Sp. z o.o.Global HQ: Netherlands

tel.: 48 12 298 5000

Year started: 2012



Management.

Modern officecomplex

ul. Czerwone MakiKrakow

Special Economic Zone

+48 12 295 08 08 www.dotoffice.com.pl



34

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Contact: John Lyons, Director, Financial Shared Services

Hewitt AssociatesServices offered: BPO, HR

SSC Hitachi Data Systemstel.: 48 12 3831 623

Year started: 2007




Management

Contact: Tomasz Brzostowski, Senior Director, Global

Finance Shared Services

SSC HSBC Service DeliveryYear started: 2014

Services offered: SSC: F&A, IT, HR, Data Analytics,

Customer Support

Contact: Gregory Apostolakis, Site Head

HTS-ComarchYear started: 2014


SSC IAG (International Airlines Group)Year started: 2015

Services offered: SSC: F&A, IT, Procurement. IAG Global

Business Services (IAG GBS) is the central busi-

ness services platform for International Airlines

Group (IAG), one of the world\'s largest airline

groups.

Contact: Raghbir Pattar, Director

IBM Poland Laboratorium Oprogr. & BTO Business Consulting ServicesYear started: 1996

Services offered: Finance & Accounting Services

Contact: Marcin Orłowicz

IBM SWG LabServices offered: ITO

IFSNumber of employees: 50

Services offered: ERP, IT

Manager’s Profile

Doug JonesDirector Krakow Global Shared ServicesCH2M Polska, - Poland, Romania, Georgia, Armenia, Kazakhstan Parent Company: CH2M HILL Engineers, CH2M HILL International; Colorado, USA

Please provide a few sentences about what your company is doing in CEE?CH2M’s largest office in the CEE region is based in Kraków. As of September 2015 CH2M employed 280 engineers and pro-fessionals including procurement, IT, HR, Finance and Accounting. This number has grown significantly since the compa-ny decided to convert Polish operations into a global design and shared services center to support our teams globally. At this point we are one of the largest glob-al centers providing design and business support services to other CH2M offices around the world.

Explain why your company set up operations in Kraków:We wanted to source the best engineering talent whilst continuing to build on our ex-isting team of engineers and professionals based in Kraków, who have already been involved in global projects for the last eight years. High quality of work and excellent education were a strong base to build on.

How will you develop in the next 2-3 years?Our number of employees in CEE has more than doubled over just the last cou-ple of months and will further increase by December 2017. More emphasis was put on expanding the potential of the

team in this region including not only SSC but also engineering in sectors such as industrial and advanced facilities, trans-portation and water. Thanks to flexible working hours, our Procurement, Fi-nance and Accounting, Inside Sales, HR and IT teams are able to serve inter-nal clients adjusting to their time zones which in turn helps us build a strong brand. This growth and investment will continue over the next seven years with support from the government via a grant which will enable us to maintain stable employment.

Do you provide external services to unrelated companies?CH2M’s core business is programme management, engineering design and consulting and these are the areas in which we serve external companies. SSC supports internal teams as well as the needs of client projects, and we antici-pate that will continue in coming years.

3 specific bits of advice to other firms considering setting up SSC/BPO operations in CEE:Establishing SSC operations in this part of the globe it is important to consider the following three factors:1. availability of well educated, multi-lan-

guage candidates 2. stable working environments (cor-

ruption perceptions index, legal and labour regulations)

3. facilities options and reliability of the technology infrastructure

Employee Issues. In Poland, as of April 2016 we employ 650+ permanent employees and over 50 contractors. The majority of them are Polish nationals, but given the growth op-portunity in our sector we are attracting talent from Romania, Portugal, US, Ire-land, UK and many other countries. Both in the engineering and SSC areas this enables us to serve national and interna-tional clients to the highest level.

Specific cost savings that your firm has achieved:We are still early in the process, but we anticipate meeting our financial goals. We are receiving value from a labor arbitrage standpoint, but also anticipate gains over time from increased capacity.

Doug joined CH2M in 2010, having previously worked at Coca-Cola Enterprises and Diebold. He brings over 20 years of leadership experience in the areas of Manufacturing, Operations, HR, IT, and Finance. Married with two boys, Doug enjoys all sports and family activities. Contacts: Phone: +1-303-513-6693; [email protected]

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IG GroupGlobal HQ: UK

Year started: 2015

Services offered: IT services and development for this

global leader in online trading.

Contact: Eoin McCoy, GM

Iloop MobileYear started: 2014

Services offered: BPO, call center

SSC INTERNATIONAL PAPER - POLANDGlobal HQ: USA

tel.: 12 252 60 00

Services offered: SSC: F&A, IT, Contact Centre

Contact: Tomasz Berbeka, President

SSC Johnson & JohnsonServices offered: SSC

KenexaYear started: 2014


LastminuteServices offered: BPO

SSC Lufthansa Global Business ServicesGlobal HQ: Germany

tel.: +48 (12) 334 80 00


Services offered: SSC: F&A, HR, Revenue Accounting,

Procurement for whole Lufthansa Group.

Contact: Lars Christophers, General Manager

Lumessetel.: 48123421400


Lurgi PolandYear started: 2014

Services offered: Engineering Services

Luxoft Poland sp. z o.o.tel.: 12 445 88 00, 12 445 88 00

Year started: 2010


Services offered: IT Services/Software Development

Contact: Wojciech Mach, Managing Director Luxoft

Central Europe

Metrosoft PolandYear started: 2014


ModisServices offered: BPO

SSC Motorola GSCtel.: 12 297 9587

Year started: 2014

Services offered: SSC, R&D, F&A

Contact: Andreas Cioska

Nokia SiemensYear started: 2014

OracleServices offered: ITO

SSC Peason Global HQ: UK

Year started: 2015

Services offered: SSC: F&A, HR

Contact: Anna Smykowska, HR SSC Director

SSC Perkin ElmerServices offered: SSC

Pliva CracowNumber of employees: 100




36

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SSC PMI Service Center EuropeServices offered: SSC: F&A

PNO ConsultantsServices offered: BPO, Business Analytics

SSC Premier Farnell (Element 14)tel.: 12 349 7000


Contact: Richard Musgrove, General Manager

SSC Quorum InternationalServices offered: SSC/R&D

SSC Rolls RoyceYear started: 2014

Services offered: SSC, R&D

Contact: Adrianna Cybulska

SSC RWE Group Business Services Sp. z o.o.Global HQ: Germany

tel.: +49 162 284 5145

Year started: 2014



Development, HR or Payroll

Contact: Andreas Gehrmann, Managing Director

SAB Miller Shared Services

SSC Sappi Shared ServicesGlobal HQ: Finland

tel.: 12 363 28 03

Year started: 2012

Services offered: SSC: 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.

Contact: Adrian Marciszewski, Head of SSC

Schibsted Tech PolskaGlobal HQ: Norway

tel.: 12-222 00 48

Services offered: IT development

Selvita Xerox Business ServicesYear started: 2014


SercoYear started: 2014


SSC Shell Shared Service Centre Polandtel.: 48 22 570 00 00, 12 378 5501

Services offered: SSC, F&A, Contact Centre

Contact: Piotr Dziwok, General Director

Siitel.: 12 390 61 70

Year started: 2011


Services offered: IT, Automatyka

Software MindYear started: 2014


SSC Solar WindsYear started: 2015

Services offered: SSC: R&D centre

State Street Bank PolandGlobal HQ: USA

tel.: 727004304, 12 399 1000

Year started: 2007


Services offered: Pension/Investment fund Accounting/

Admin

Contact: Scott Newman, Director

Stefaninitel.: 3226202023, 3226202020




Contact: Andreea-Dana Stanescu, VP Service

Delivery EMEA

TechTeam GlobalServices offered: BPO

TeleinventionServices offered: BPO

SSC Tesco PolandYear started: 2014


UBS Poland SCtel.: 12 399 7027

Contact: Małgorzata Szoka, Internal and External

Communication Director

SSC UPM KymmeneGlobal HQ: Finland


Contact: Andre Faust, Direcor, SSC Krakow

SSC Vesuvius (Cookson)Services offered: SSC

Wyse TechnologyYear started: 2014


Xerox Business ServicesNumber of employees: 2014

LatchorzewBLOOMING Technologies Sp. z o.o.Contact: Jacek Sikora , President of the Board

Be� Shared Services Firm of �e Y�r – Po�nd

State Street Bank Po�nd

Winner

CEE Shared Services


37



Pola

nd: Ł

ódź

LęborkTIM OutsourcingYear started: 2012

Number of employees: 115Services offered: F&A

ŁódźSSC ABB Sp. Z o.o. Oddział w Łodzitel.: 42 299 30 00


Contact: Grzegorz Okrasa, Area Sales Manager

AccentureYear started: 2005



AccentureYear started: 2013


Services offered: Consulting, IT

Contact: Witold Rogowski , Managing Director

ACS Solutions Poland/XeroxYear started: 2001



Agreeya Mobility Poland Sp. z o.o.tel.: 60 830 30 02


AMG.netYear started: 2014


Services offered: IT, Customer Care

AryngaYear started: 2013



Atos OriginNumber of employees: 85


Bank Pekao SANumber of employees: 300

Services offered: Back-office, call centre

SSC Barry Callebauttel.: 42 683 77 00


Contact: Anna Magier, Dyrektor ds. Personalnych

BMSServices offered: IT, R&D

SSC Bosch&Siemenstel.: 42 272 86 65


Contact: Gerard Mertens, Quality manager

SSC BRE Centrum operacjiServices offered: SSC

Contact: Barbara Tkaczyk, specjalista w firmie BRE

Centrum Operacji

SSC BSHYear started: 2013


Services offered: R&D, IT, SSC

Contact: Oliver Giersberg , Member of the Board

BSS - Business Support Solution S.A.Year started: 2010


Services offered: Finanse i księgowość

Capita (SouthWestern BPS Poland)tel.: 42 288 07 00

Year started: 2007


SSC Cardif Servicestel.: 42 278 11 23


CERI International Sp. z o.o.Year started: 2003

Services offered: Business process outsourcing (BPO),

Customer support services (contact center,

claims), Services activation and administration,

Receivables and payments services, Document

management (scanning, archiving)

SSC Citi Handlowytel.: 42 6127726

Year started: 2005


SSC CitiFinancialtel.: 42 / 630 74 21


SSC Clariant IIYear started: 2014


Services offered: SSC, księgowość AR

Contact: Mariusz Kaźmierczak , Head of FSSC AP

Lodz

Comarch S.A.Year started: 2006



Contact Center sp. z o.o.Year started: 1999







Contact: Jakub Kłoczewiak , President of the Board

Be� BPO Firm of �e Y�r – Po�nd

Capita Pols�

Winner

CEE Shared Services




38

Pola

nd: Ł

ódź

Cybercom Poland

Dalkia Services Sp. z o.o. (Łódź Office)Year started: 2006

Number of employees: 220 (both offices Łódź & Poznań)

Services offered: Finances (AP, AR), Invoicing,

HR&payroll, IT, Risk Management & Insurance

SSC DHL Expresstel.: 42 634 53 45

Year started: 2007


DimarNumber of employees: 100

Services offered: Call centre

Ericpol Telecomtel.: 42 664 25 00

Year started: 2011

Services offered: ITContact: Marek Wodzisławski, Automotive Sales Lead

at Ericpol

FaureciaYear started: 2014


Services offered: IT help desk

Fujitsu Technology SolutionsGlobal HQ: Japan

tel.: +48 42 271 3001

Year started: 2009



Development, Customer Support/Call Centre/

Telemarketing, R&D

Contact: Piotr Jankowski, Head of GDC

GEYear started: 2013


Services offered: Energy, Capital, Home & Business

Solutions, Healthcare, Aviation, Transportation,

Global Growth & Operations

Contact: Jan Leśniak , COE Operational Controller

SSC GE Power Controlstel.: 42 677 71 03

Year started: 2004


GFT Group (Rule Financial)Year started: 2014


Services offered: IT, Finance

SSC Indesit Company Polska Sp. z o.o.tel.: 42 645 50 10,42 645 52 51


Contact: Fabio Pommella, Prezes zarządu

InfosysYear started: 2013


Services offered: F&A/IT/HR/Management

Contact: Agnieszka Jackowska , Center Head

INTERsoftYear started: 1997



LSI Softwaretel.: 42 680 80 90


Services offered: IT/software

MakolabYear started: 1993



MbankYear started: 2001


Services offered: Call center, Finance and accounting

SSC McCormick Shared Services Year started: 2014



Contact: Marta Maruszewska, Site Manager

MobicaYear started: 2007


Services offered: ITContact: Tomasz Krawczynski , Managing Director of

Polish Offices

SSC Nordea Bank Polska S.A.tel.: 42 638 01 50

Year started: 2014


OSTCYear started: 2013


Services offered: Banking & Finance

Contact: Marcin Kaczmarek , Director

SSC PGE Obrót S.A.tel.: 42 675 29 01

Year started: 2014


Contact:

Tomasz Zarzycki, Project Manager at PGE

Obrot SA

SSC Phillipstel.: (22) 571 00 00

Year started: 2003


Pixel Technology

SSC PKO BPYear started: 2014


Services offered: SSC,banking

SSC PolkomtelYear started: 2003



Contact: Jarosław Andrzej Szczepek , Prezes

Poyrytel.: 42 6380400


Contact: Dariusz Rogala, Project Manager

PrudentialYear started: 2014



SSC PZUServices offered: SSC

Randstad Payroll Solutions Sp. z o.o.Year started: 1998


Services offered: Payroll and HR file administration

Contact: Katarzyna Plucinska , Managing Director

Samsung R&DYear started: 2013


Services offered: IT R&D

SSC Sanitec SSCYear started: 2014



Contact: Marta Zawierucha , President of the Board

Scanaqua

Symphony telecaServices offered: IT centre

T-MobileNumber of employees: 700

Services offered: Back-office, contact centre

39



Pola

nd: Ł

ódź

SSC Takeda SCE Sp. z o.otel.: 42 273 20 00


Contact: Zofia Zakrzewska, HR Specialist

Target BPOtel.: 42 253 77 00


Contact: Krzysztof Twardowski , Operations

Director

SSC Tate&Lyletel.: 42 272 46 01


Contact: Milosz Aleksander, Head of Global Shared

Services

Tax Caretel.: +48 22 262 00 00

Year started: 2013


Services offered: Call center, accounting, sale

TechnitelServices offered: IT centre

TelecaYear started: 1999



TELMONYear started: 2013


Services offered: Sales & Marketing (Call center)

Contact: Artur Kapacki , President of the Board

TomTom IYear started: 2014


Services offered: VP Customer Care, CS Support

Services

IT

Contact: Krzysztof Miksa , Director Engineering

TRADENETYear started: 2013


Transition Technologies S.A., PSC tel.: 42 664 97 20


UnicreditoYear started: 2006



SSC UPS Global Business Service CenterYear started: 2014



Veolia Environnement - SAP Center of ExcellenceYear started: 2013


Services offered: SAP

Contact: Adam Wiercioch , Service Delivery Manager

Warta Insurance GroupYear started: 2004


Services offered: Collections center

XEROXYear started: 2013

Number of employees: 15Services offered: BPO, F&A

ZETOServices offered: IT centre

LublinAsseco Business SolutionsServices offered: IT

Britenettel.: 81 527 86 75


BZ WBK

Genpact Poland Sp. z o.o.Year started: 2009


Services offered: F&A, OTC, STP

Contact: Calin Avram

Infinitetel.: 81 745 17 50



Open Finance CC

Orange Costumer Service

SSC Orange Customer ServiceYear started: 2010



Contact: Irmina Bubałło-Wojciechowska, Director

SSC Orange Polska Accounting Operations CentreServices offered: SSC

Contact: Michal Wierzbowski, Director

SSC Pekao Faktoringtel.: 81 445 20 00

Year started: 2012



SSC PKO BPtel.: 815356565

Year started: 2000



Transition Technologiestel.: 81 46 03 470

Year started: 2014



Contact: Urszula Kwiatkowska

LubońOEX Business ServicesGlobal HQ: Poland

tel.: 61 886 25 00

Year started: 2011


Services offered: BPO, Customer Operations,

Document

Management, Marketing

Contact: Przemysław Bogdański, Managing Director

MierzynoCalling PolandServices offered: Call Center

MławaLG ElectronixServices offered: R&D

Nowy SączNexustel.: 534-639-873

Year started: 2013

Services offered: BPO (F&A), IT

OlsztynSSC Centrum Rozliczeniowe Banku CITI HandlowegoServices offered: SSC



40

Pola

nd: P

ozna

ń

France TelecomServices offered: Call center

Transcom Worldwide Poland Sp. z o.o.Number of employees: more than 250

OpoleCapgemini, Infrastructure ServicesGlobal HQ: France

Year started: 2013



Contact: Gabriela Plencler Borecka

Future Processing Sp. z o.o.tel.: 32 461 23 00

Ista Global HQ: Germany

Year started: 2015



Contact: Anna Gładki

SSC Nowa ItakaGlobal HQ: Poland

Year started: 1989



Contact: Piotr Henicz, Wiceprezes Zarządu

SSC NutriciaGlobal HQ: Poland

tel.: 77 40 22 200

Year started: 1962

Number of employees: 18Services offered: SSC

Contact: Iwona Robak, Office coordinator and CSR

Opta data Sp. z o.o.Contact: Wilfried Engel

SSC PZU S.A./PZU Życie S.A.Global HQ: Poland

tel.: 690953093



R.N.G. Sp. z o.o.Number of employees: Planned 60


Contact: Magdalena Daszkiewicz , Manager

SSC SindbadGlobal HQ: Poland

Year started: 1983



Contact: Ryszard Wójcik, Prezes

PoznanArvato services Global HQ: Germany

tel.: 61 652 88 00

Year started: center- 2005

Number of employees: > 1000

Services offered: BPO/ITO, IT (70), Contact center

(600), F&A (50), Debt collection

Contact: Malgorzata Różańska, Kierownik ds. PR i

Marketingu/Rzecznik Prasowy

SSC CEDC InternationalGlobal HQ: Russia

Year started: 2015


Services offered: SSC: F&A, SAP,Customer service

Contact: Anna Chrobak

SSC John DeereGlobal HQ: USA

tel.: 61 81 15 196

Year started: 2014



Contact: Ken Golden, Director, Global PR Strategy

SSC LorenzGlobal HQ: Germany

tel.: (61) 86 49 700

Year started: 2008


Services offered: SSC,F&A/IT

Contact: Carsten Korthaus, Prezes Zarządu

PoznańSSC A. SchulmanGlobal HQ: USA

tel.: 61 668 19 00

Year started: 2015


Services offered: F&A, IT, HR, SSC

Contact: Nico Van Meerbeeck, SSC Finance Manager

Addconnect Contact CenterGlobal HQ: Poland

tel.: 61 624 53 33

Year started: 2012


Services offered: BPO, Customer Operations

SSC ADMGlobal HQ: USA

Year started: 2014


Services offered: F&A, SSC

Contact: Agnieszka Dąbrowska, Operations Manager

Administration Personnel ServicesGlobal HQ: Germany

tel.: 61 664 74 26

Year started: 2013



Contact: Janusz Jankowiak, Zarząd

Administration Personnel ServicesGlobal HQ: Germany

tel.: 61 664 74 26

Year started: 2013



Contact: Tomasz Hadzik, Director

Allegro Global HQ: USA

tel.: 22 832 30 47

Year started: 1999


Services offered: IT, e-commerce

Alma (Systemy Informatyczne)tel.: 61 646 09 81

Alphanumeric Systems EuropeGlobal HQ: USA

Year started: 2015


Services offered: ITO, IT service desk

Analyx

BAE SystemsGlobal HQ: UK

Year started: 2012

Number of employees: 50- 100

Services offered: ITContact: Krzysztof Kuc

Banach OutsourcingGlobal HQ: Poland

Year started: 2014


Services offered: BPO, F&A, HR, HCM, consulting

Contact: Katarzyna Banach, Prezes Zarządu

SSC Bridgestone EBSGlobal HQ: Japan

Year started: 2011

41



Pola

nd: P

ozna

ń


Services offered: SSC: F&A, Legal, HR, Controlling, SSC

Contact: Marzena Bobryk

SSC Carl Zeiss Global HQ: Germany

Year started: 2012


Services offered: SSC, F&A - AP, AR, FA, GL

Contact: Rainer Wegrath, Managing Director

Carlsberg Shared Services Global HQ: Denmark

Year started: 2006


Services offered: F&A, Non-financial: Master data,

Procurment and Suply chain, E-procurment,

SAP consulting, Controlling, Business analysis,

Statistics, Logistics

Contact: Lars Boye Rasmussen, General Manager

CenturyLink Poland Sp. z o.o.Global HQ: USA

tel.: 61 641 41 80

Year started: 2012


Services offered: ITO, IT

Contact:

Tim Oldenburg, Operations Director

SSC Ciber Global HQ: USA

tel.: 61 622 73 81

Year started: 2010, 2014


Services offered: ITO, SSC, F&A, HR (recruitment,

payroll)

Contact: Jarosz Krzysztof , Managing Director

CleengGlobal HQ: Netherlands

Year started: 2015


Services offered: R&D, IT video solutions

Contact: Tomasz Szadkowski, Services Lead @Cleeng

Cognifide Global HQ: UK

Year started: 2005


Services offered: IT, Software development

Contact: Marcin Stańczyk, Managing Director

Contact CenterGlobal HQ: France

Year started: 1999


Services offered: BPO, Contact center, sales, Marketing

research

Contact: Dariusz Sawiński

Dalkia Services Sp. z o.o. Poznan officetel.: 61 829 92 10

Year started: 2006

Number of employees: 220 (in both offices - Poznan &

Lodz)

Services offered: Finance (FA, GL&Reporting), Tax &

Legal, IT & SAP

Contact: Agata Mazurek-Bąk, Prezes Zarządu

Deloitte BPOYear started: 2008

Number of employees: 13Services offered: Bookkeeping, Accounting, Payroll and

HR administration

SSC DFDS Global HQ: Denmark

Year started: 2013



Contact: Krzysztof Luty , Dyrektor



42

Pola

nd: P

ozna

ń

Duni EFF SP.z o.o.Global HQ: Sweden

tel.: 48616560701

Year started: 2005


Services offered: F&A, HR or Payroll

Contact: Krister Gullstrom, General Manager

EgnyteGlobal HQ: USA

Year started: 2014

Number of employees: 50 -100

Services offered: R&D,IT

Contact: Piotr Maliński , Managing Director

Elavon Merchant Services

SSC Enea S.A.Global HQ: Poland

tel.: 61 856 11 36

Year started: 2014


Services offered: SSC: F&A, HR, IT, Customer service

Contact: Krzysztof Kierzkowski, President

SSC EXIDE Technologies SSC Sp. z o.o.Global HQ: USA

tel.: 61 87 86 311

Year started: 2012



Contact:

Marcin Glogowski, European Project Manager

- Finance

FinnchatYear started: 2014


Services offered: online chat

Contact: Kasia Antkowiak, HR manager

SSC Franklin Templeton Investments CenterGlobal HQ: USA

Year started: 2007


Services offered: SSC: Transfer agent/ back office servic-

es/ fund accounting, SSC

Contact: Krzysztof Bronisz , Vice President Operations

Genpact PL Sp. z o.o.Global HQ: India

Year started: 2016


Services offered: BPO, F&A

GFT PolandGlobal HQ: Germany

tel.: 61 880 09 01

Year started: 2013


Services offered: ITO, IT

Contact: Marek Bartosik , Site Manager

SSC GlaxoSmithKline Global IT CentreYear started: 2007


Services offered: SSC, Providing IT services for all

branches of GSK in the world. Center serves

more than 100 countries within the corporation

to manage the remote services and IT infra-

structure company

Contact: Jerzy Toczyski, President of the Board

GraceYear started: 2007


Grant Thornton Frąckowiak so. Z o.o. sp. k.Global HQ: UK

tel.: 61 625 11 00

Year started: 1993


Services offered: F&A, Payroll, Consulting, Audit

Contact: Edward Nieboj, Managing Partner

HedgePole (Polska) Sp. z o. o.tel.: 61 841 00 80

Year started: 2006


Services offered: Price and data collection for hedge

funds, Middle office solutions for hedge funds

and fund of hedge funds investors, Swiss tax in-

come reporting and audit support, Operational

hedge funds due diligence, AIFMD Service

Providers monitoring

Manager’s Profile

Nico Van MeerbeeckSSC Manager A.Schulman Poznan Sp. z.o.o. Parent Company: A.Schulman Inc, Ohio, US

Background:In Poznan, A.Schulman runs a SSC for the EMEA region, covering back office end-to-end processes for 30 legal enti-ties: OTC: credit, collection, A/R; PTP: from PO thru payment; RTR: closing, B/S reviews, Corporate reporting, consolida-tion, audit (financial en SOX). The SSC started in 2016 and are still in ramp-up stage. The goal is to expand our services, covering other areas such as HR, pro-curement, and customer services.

Explain why your company set up operations in Poznan:• university-skilled people, and strong

language skills• close to the German border

• smaller town, therefore we are more visible

Which parts of your operation are possible to be outsourced in the coming 1-2 years?There is no intention to outsource. End-to-end process responsibility is key to be a differentiator in the market.

Employee Issues. No turnover yet! However, it is to be expected. One way to mitigate this is to offer employees “end-to-end” account-ability of what they are doing. This is a stronger driver than just the benefits package.

Biggest positive surprisesabout setting up in CEE:We have had good support from the City Hall during implementation.

Specific cost savings that your firm has achieved:Cost was not the main driver for setting up the SSC. We are more focused on increasing the quality and processes in a company having continuous growth.

Senior professional with 20+ years of international experience in building and running Back-office organizations, especially SSC’s. Contacts: [email protected]; +48 505 453 497

43



Pola

nd: P

ozna

ń

Contact: Dominika Melon

Holicon Sp. z o.o.Year started: 2004


Services offered: Call Center, Sales center, IT solutions,

Personalized marketing

Contact: Marcin Pankau

Holiday CheckGlobal HQ: Switzerland

Year started: 2011


Services offered: R&D, IT

Contact: Przemysław Skiba, Director IT International

HuaweiGlobal HQ: China

Year started: 2016


Services offered: IT, Mobile technologies, R&D

SSC Ikea Shared ServicesGlobal HQ: Sweden

tel.: 61 650 71 00

Year started: 2010


Services offered: SSC: F&A /HR / IT

Contact: Jon Parton

IntitekGlobal HQ: France

Year started: 2014


Services offered: Engineering, R&D, IT, BPO

Contact: Frederick Schellenberg, Regional Director

ItelligenceYear started: 1995

Services offered: BPO, ITO

SSC Jeronimo Martins Polska S.A.Global HQ: Portugal

Year started: 2011


Services offered: SSC, F&A, HR

Contact: Kinga Kurlit, SSC Director

SSC Kennametal ServicesGlobal HQ: USA

tel.: 61 665 65 00

Year started: 2010


Services offered: SSC, Customer service

Contact: Robert Mazurek , Finance Manager Central

Eastern Europe

KleffmannGlobal HQ: Germany

tel.: (61) 647-39-74

Year started: 1993


Services offered: BPO, Call Center- marketing research

SSC MAN Accounting Center sp. z o.o.Global HQ: Germany

tel.: 61 886 72 00

Year started: 2006


Services offered: SSC: F&A, HR or Payroll, Logistics/

Supply Chain

Contact: Karol Wawrzynowski, Head of SSC,

Management Board Member

SSC MARS FINANCIAL SERVICES Global HQ: USA

tel.: 797 856 318


Contact: Wojciech Skrudlik, Director of Mars Financial

Service Center Europe

SSC McKinsey EMEAGlobal HQ: USA

tel.: 61 842 1000

Year started: 2011


Services offered: Support for European offices, SSC

Contact: Monika Stachowiak, GM

Mentor GraphicsGlobal HQ: USA

Year started: 2009



Contact: Grzegorz Mrugalski, Development

Engineering Manager

SSC Newell RubbermaidGlobal HQ: USA

Year started: 2013


Services offered: Customer service, HR, SSC

Contact: Tomasz Tomowiak , Senior Regional Manager

SSC O-I Business Service CenterGlobal HQ: USA

tel.: 61 2710 601

Year started: 2014


Services offered: SSC, Management, Marketing F&A

Contact: Moreno Garavaglia, European BSC Director

Open TextGlobal HQ: Canada

tel.: 61 858 00 12

Year started: 2009



Contact: Zbigniew Cieluba, General Manager Poland

Opera Software (d. BenQ) OS ASA

SSC OsramGlobal HQ: Germany

tel.: 22 550 23 00

Year started: 2015


Services offered: HR, SSC

SSC PepcoGlobal HQ: USA

tel.: 61 668 43 00

Year started: 2015


Services offered: SSC, Customer service, Marketing,

Logistics, procurement

PolarisGlobal HQ: USA

tel.: 60 800 60 08

Year started: 2014


Services offered: Chemical analysis, R&D

SSC Propex Services GroupYear started: 2013


Contact: Michael Kevin Gorey , President of the Board

Q-PartnersServices offered: R&D

Rule Financialtel.: 61 880 09 01

Year started: 2013



Contact: Piotr Kania, Country Manager

SavvisYear started: 2012


SelvitaGlobal HQ: Poland

Year started: 2016


Services offered: Biotechnology, Pharmaceutics, R&D

SiiGlobal HQ: France

tel.: 61 639 76 80

Year started: 2010

Number of employees: 100 - 200



44

Pola

nd: P

ozna

ń

Services offered: IT, ITO

Contact: Natalia Buczel , Regional Director

Starter Sp. z o.o.Global HQ: Germany

Year started: 2000


Services offered: BPO, Contact center

Contact: Marek Zefirian , President of the Board

Starter Truck ServicesNumber of employees: 35

Services offered: Call Center - road assistance service in

five languages (English, German, French, Italian

and Russian

Sysnet Global SolutionsGlobal HQ: Ireland

Year started: 2015


Services offered: Cyber security, Compliance manage-

ment, IT

Contact: Krzysztof Olejniczak, Central and Eastern

Europe Team Leader

TalexGlobal HQ: Poland

tel.: 61 827 55 00

Year started: 1989



Contact: Janusz Gocałek , President of the Board

Telcordia Technologies (part of Ericsson)Services offered: R&D

Contact: Michał Wodczak

Unilever PolskaGlobal HQ: UK

Year started: 2007


Services offered: R&D, FMCG

Contact: Sabine Tandela, Director

SSC Veolia Centrum Usług WspólnychGlobal HQ: France

tel.: 61 829 92 60

Year started: 2006


Services offered: SSC: IT/F&A/Risk management

Contact: Agata Bąk-Mazurek, Prezes Zarządu

ViaVox Call Contact CenterGlobal HQ: Poland

Year started: 2004


Services offered: IT/contact center, BPO/ITO

Contact: Marcin Pankau, CEO

SSC Volkswagen PoznańGlobal HQ: Germany

tel.: 61 876 18 36

Year started: 2015



Contact: Patrycja Kasprzyk, Koordynator ds. Public

Relations

W.R.GraceNumber of employees: 20

Services offered: Research Laboratory

Contact: Jacek Walkowiak

SSC Wavin Polska S.A.tel.: 48616225479, 48616225479

Year started: October 2013



Development

Contact: Izabella Maczkowska-Ciborowska, CEE

Finance Director/SSC Director

WikiaGlobal HQ: USA

Year started: 2007



Contact: Andrzej Swędrzyński, Director, Programming

ZETO S.A.Global HQ: Poland

tel.: 61 854 02 00

Year started: 1965



Contact: Marek Majewski , Prezes Zarządu

Poznań Złotniki Business Consulting Center sp. z o.o.Global HQ: Poland

tel.: 61 827 70 00

Year started: 1995



Contact: Bartłomiej Buszczak, Prezes

External Services sp. z o.o.Year started: 2007

Number of employees: Over 30

Services offered: Payroll outsourcing, HR administration

outsourcing

Contact: Michał Szymaczek, Board member

Poznań, Suchy LasMagellan Software Poland S.A.tel.: 61 840 36 01

Year started: 2002


Services offered: Digital Archiving

RadomCentrum Przetwarzania Danych Ministerstwa Finansów

Energetyczne Centrum S.A.Year started: 2010


Contact: Dariusz Chlastawa

Europe Calling Sp. z o. o.tel.: 48 368 24 55

Year started: 2007


Services offered: Call Centre, Back Office Service

Contact: Grzegorz Bruski

Idea Call CenterYear started: 2013


Contact: Vlado Bogdanov

Iron Mountain – Centrum Przetwarzania DanychYear started: 2009


Contact: Iwona Wałach

Multimedia Interactive Sp. z o.o.Year started: 2012


Contact: Kamal Sitkowski , Attun

SMG/KRC – Call CentreYear started: 2008


Contact: Wojciech Hołdakowski

Telbridge RadomYear started: 2007


Contact: Artur Bakuła

45



Pola

nd: S

zcze

cin

TelecentrumYear started: 2003


Contact: Marcin Dygas

Ruda ŚląskaArteria SANumber of employees: 300-500

Services offered: BPO, ITO

Contact: Marcin Marzec , President of the Board

Galluptel.: 32 737 80 01

Rybnik SARE Sp.z o.oGlobal HQ: Poland

tel.: 22 401-37-36

Contact: Magdalena Mendrak

RzeszówAsseco Poland Region Rzeszówtel.: 17 852 31 53

Carlson Wagonlit TravelYear started: 2008


Services offered: Call center (business travel)

Contact: Małgorzata Kędzierska-Czapla

Centrum Usług Finansowych ACP Pharma S.A.Year started: 2010


Services offered: Finance, service ACP PHARMA Group

Contact: Daniel Pitrus , Director CUF

Centrum Zastosowań Informatycznych

ContactPointYear started: 2003 Poland, 2006 Rzeszów


Services offered: Call center, CATI, BPO

Contact: Jarosław Szpryngwald , President of the

Board

Cross JeansNumber of employees: 20

Services offered: R&D software

SSC Deloitte Central Europe Business Services Centertel.: +48 (0) 17 220 91 00

Year started: 2015

Services offered: SSC: IT Services/Software

Development, Pension/Investment fund

Accounting/Admin

Contact: Jakub Lubelski

Hamilton Sundstrandtel.: 17 888 20 00



Contact: Raul Tapesko

ICN Polfa RzeszówYear started: 1997


Contact: Alicja Syrek

ICN Polfa RzeszówYear started: 1997


Contact: Mariusz Gajowniczek, President

Mobica Ltdtel.: 17 717 65 38

Year started: 2015


Services offered: IT (software engineering)

OPTeam S.A.

SSC PKO BPYear started: 2015



SSC : Banking March 2015

Pratt&Whitney

Reslogistictel.: 17 772 58 00, 661617652

Year started: 2014

Services offered: TSL (Logistics, Transport)

Sanofi AventisYear started: 2006



Contact: Marynika Woroszylska-Sapieha ,

President, General Manager

Soft SystemYear started: 1990



Contact: Liliane Saberin – President

Unicall Communicationtel.: 734167777


Services offered: BPO/CC

Contact: Marcin Łukaszik, sales manager

ZETO-RZESZÓW Sp. z o.otel.: 17 852 13 55


Services offered: ITContact: Adam Jan Żarnowski , Członek Rady

SandomierzPilkington Automotive

Szczecinarvato BertelsmannGlobal HQ: Germany

tel.: 91 351 85 00

Year started: 2004


Services offered: IT, lettershop, logistic conract center &

back office, loyalty programs, financila services

Contact: Tomasz Wasikowski, Contact Center

Manager

BL Stream Sp. z o.oGlobal HQ: Finland

tel.: (71) 723-21-80

Year started: 1999


Services offered: ITContact: Jacek Lisowski , Członek Zarządu

brightONEtel.: 91 814 45 55

Year started: 2013


Services offered: ITContact: Daniel Jabłoński , President of the Board

SSC Coloplast Shared Services Sp. z o.o.Global HQ: Denmark

tel.: 91 881 7500

Year started: 2009

Number of employees: 175Services offered: SSC: F&A

Contact: Wojciech Faszczewski, General Manager

Contact Center Sp. z o.o.Year started: 1999






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Manager’s Profile

Wojciech FaszczewskiVice President Coloplast Business Centre, Szczecin Parent Company: Coloplast A/B, Denmark

Background on Coloplast operations. We support Coloplast worldwide within areas of Finance/Accounting/Controlling, Customer Administration, Sales Admin-istration, Procurement, IT, Digital Mar-keting, Global HR, Masterdata, Intellec-tual Property. Our journey began in late 2009 and since then we have grown to approximately 280 employees.

Explain why your company set up operations in Szczecin: During feasibility studies we focused on selective criteria such as access to the talent pool, proximity to our key mar-kets (Denmark, Germany), general in-frastructure - and Szczecin came out as our top choice. Additional advantage was that at that time competition from oth-er SSC-type of companies was limited which made the start-up phase relatively smooth. On the other hand, know-how in the market re SSC was very limited so quite challenging to attract employees and to build up an expertise.

How will your business change in the next 2-3 years?We have doubled our business in terms of numbers of employees, we have added new areas that we support and spread our geographic coverage that to-day accounts for around 80-90% of Col-oplast business. Looking forward, our main focus will be on unlocking additional values from the setup that we have and diversity of processes under one roof. We will also continue to standardize and make processes more efficient.

Do you provide external services to unrelated companies, and which parts of your operation are possible to be outsourced?From the very beginning we are work-ing with external service providers in the areas of local VAT/Intrastat/CIT and oth-er local taxes. We need to be compliant all the time and frequencies of changes across different countries require specific expertise to follow and properly apply to our business. Therefore, we had decided to outsource this area. As of today, out-sourcing is not on my agenda, however,

from time to time we test different solu-tions which are coming to the market.

Specific bits of advice to other firms considering setting up SSC/BPO operations in CEE:• Choose location wisely based on your

strengths, weaknesses and needs.• Find your own way and setup that

fits your company culture, model etc. Build your own opinion how to do this based on different inputs but don’t rely solely on consultants.

• Invest in people from day one. They will drive your business above expec-tations.

• (bonus one) Give the mandate to SSC leaders to make changes, to run the business and to make an impact on your company. Support them.

Employee Issues. Over the last 1-2 years we have doubled our team and today we employ approx. 280 people. I don’t expect similar level of growth going forward but rather fo-cusing on developing our people. Our development index shows that approx. 30% of our people either move to take interesting jobs in other areas or are in-ternally promoted to more senior roles. I also have several cases when people moved to take up senior positions at an-other Coloplast subsidiary.

General landscape on employment market is changing over time. I have peo-ple from generations X, Y, Z, C that have a different approach toward work. Each of my leaders needs to know how to work with teams with such diversity, and focus them on the same goals.

Biggest surprises about operating SSC centre in CEE:Positives: I believe Poland has the most talented, brilliant people and when you match them with proper jobs and cre-ate a work atmosphere, they will do an extraordinary job with passion. Col-oplast knew that at the beginning but over years this was proven beyond ex-pectations. Negatives/Improvements needed: Being located in Szczecin, it requires lots of ef-fort from local companies to attract top candidates from other parts of Poland. Especially that this region is fantastic for work-life balance. It has everything that young people could dream of. I would expect more creative, continuous initia-tives to promote this region and the city of Szczecin.

Specific cost savings that your firm has achieved:We are an owner of processes that we perform. For instance, when we started with moving accounting/finance activities to the Business Centre, we have done it 100% so no people have been kept locally to do this job. Today, we have a full accountability for accounting in Col-oplast which brings lots of benefits such as transparency, standard quality, and faster integration of changes across the whole Coloplast or improving ERP sys-tem to list just few of them. We can take up projects together with procurement or Corp Finance related to improving Working Capital or with commercial side on improving DSO. Our CFO is visit-ing the Business Centre about once per month and within two hours we provide him with update on all countries.

Currently Vice President/Managing Director at Coloplast Business Centre. Member of CFO man-agement team. Previously held senior management position at Electrolux CEE and various finance roles at Delphi Corporation in USA and Magna Interna-tional in Austria/Canada. MBA from Walsh College, School of Business, USA and BA from Saint Mary’s College, Mi, USA. Married to Anna and father to 2 years old Maria. Contacts: +48785015605, [email protected]

47



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Management Board

ConvergysGlobal HQ: USA

tel.: 91 488 13 23

Year started: 2005



Contact: Ewa Dąbrowska, Site Director at Convergys

CSP Customer Services PolskaYear started: Number of employees: 116Services offered: F&A

SSC Dansk SupermarkedGlobal HQ: Finland

Year started: 2013



Contact: Marcin Kowalczyk, IT Operator

DGS Business Services Sp. z o.o.Global HQ: Denmark

tel.: 91 441-7700

Year started: 2003

Number of employees: 172 n/a

Contact: Maciej Prusinowski , board member

GaveKalYear started: 2008


Genpact PL Sp. z o.o.Year started: 2013


Services offered: F&A, Procurement, Banking Services,

Customer Services

Contact: Pascal Henssen

HuuugegamesGlobal HQ: Finland

tel.: 91 455 31 50

Year started: 2002


Services offered: ITContact: Małgorzata Juzefowicz

Marine Technology Centre Co.tel.: 918310935

Year started: 1971



SSC Metro Services PLGlobal HQ: Germany

tel.: 91 486 66 00

Year started: 2012



Contact: Maria Antoniewska, HR Manager

MobicaGlobal HQ: UK

Year started: 2013

Number of employees: 70 (100 plan)

Services offered: ITContact: Marek Gaborski , Site Manager

Nordic Consulting & Development CompanyNumber of employees: 58

Services offered: ITContact: Paweł Finkielman , President of the Board

REC GlobalYear started: 2014



Contact: Daniel Jabłoński , Chief Operating Officer

Stream Global ServicesYear started: 2005



Sunrise financeGlobal HQ: Poland

tel.: 66 408 02 20

Year started: 2012


Services offered: BPO/IT

Contact: WOJCIECH KRZYSZTOF KARBOWSKI

, PREZES ZARZĄDU

Tieto Poland Sp. z o. o.Global HQ: Finland

tel.: 918144555

Year started: 2006


Services offered: IT services, R&D services

Contact: Artur Perwenis , Director

SSC Unicredit Business Integrated SolutionsGlobal HQ: Italy

tel.: 91 430 2394

Year started: 2008



Contact:

Maria Cristina Molinari

UnizetoGlobal HQ: Poland

tel.: 91480 1201

Year started: 2006

Number of employees: 470 n/ a

Services offered: ITContact: Andrzej Bendig-Wielowiejski, President of

the Board

Tarnowskie GórySitelNumber of employees: 11Services offered: BPO Call Centre

Contact: Danuta Paruzel , President

TczewEATON AUTOMOTIVEYear started: 2005

Number of employees: 10Services offered: R&D

WitaxYear started: 2010



ToruńAllegro IT CenterYear started: 1999 (since 2008 in Toruń)

Number of employees: ca 50 (in Toruń)


CemtelYear started: 2000


Services offered: Customer support

CTDPYear started: 1999

Number of employees: ca 1000 (in 2008)


Cyfrowy PolsatYear started: 1992 (since 2010 in Toruń)

Number of employees: ca 300 (in Toruń)


Grant Thorntontel.: 56 663 7041

Number of employees: 18Services offered: BPO, Outsourcing finansowo-księgowy,

Outsourcing kadr i płac

Contact: Przemysław Polaczek, Managing Partner,

International business centre Director



48

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OpusCapita Sp. z o.o.tel.: 48502777411

Year started: 2008


Services offered: BPO: F&A, IT Services/Software


Contact: Jarosław Tkaczyk, Managing Director

TelbridgeYear started: 2002

Number of employees: ca 540 (in 2012)


TelmonYear started: 2011

Number of employees: ca 350


WroclawSSC BD (Becton Dickinson) Shared Servicestel.: 48717576000

Year started: 2010





Support/Call Centre/Telemarketing. Becton

Dickinson is a global medical technology

company creating specialized devices, solutions

and systems for different needs across the

healthcare continuum.

Contact: Sudheer Kaavil Valappil, Center Director

Geoban S.A.tel.: 58-760-6872

Year started: 2008


Services offered: Banking operations - Santander group

shared services

Contact: Dariusz Bazeli, General Manager

getsixtel.: +48 71 388 13 01

Year started: 2007


Services offered: BPO: F&A, IT Services/Software


Contact: Claus Frank, Partner

QIAGEN Business Services Sp. z o.o.tel.: 71 710 75, 887333104

Year started: 2012



HR or Payroll, Data Analytics/Management,

Logistics/Supply Chain, Customer Support/Call

Centre/Telemarketing

Contact: Malgorzata Karpinska, Senior Director Head

of Business Service Center

SMT Softwaretel.: 71 769 59 00

Year started: 2014

Services offered: IT. Customized software development

SSC XL Catlintel.: +48 71 756 47 00, +48 71 756 47 00

Year started: 2013



Development, HR or Payroll, Legal Services

Contact: Adrian Copland, Head Of European Shared

Services

SSC 3Mtel.: 71 395 96 00

Year started: 2014

Services offered: SSC: ITO,HR, F&A

ACNYear started: 2006

Services offered: BPO (contact centre)

Acturis Poland Sp. z o.o.tel.: 71 330 65 75

Year started: 2013

Services offered: R&D ,IT

Axiom Lawtel.: +48 71 738 3400

Year started: 2014

Services offered: legal advisory

Contact: Kamila Leszczyńska, Office Manager

Ballufftel.: +48 71 382 09 00


Becton DickinsonYear started: 2012

Services offered: BPO (HR)

Contact: Wim De Jonge

BirlasoftServices offered: IT

BL StreamYear started: 1999

Services offered: ITContact: Piotr Anioła

SSC BNY Mellontel.: 71 734 64 02

Year started: 2008


Services offered: SSC:F&A

Contact: Martin Ring, MD

brightONEtel.: 91 814 45 55



Contact: Jakub Borowczyk, Head of Business

Development

Capgemini, Software Solutions Centertel.: +48 (71) 756 00 01

Year started: 2004


Services offered: Systemy IT, SAP

Contact: Piotr Poprawski

Casus FinanceYear started: 1997

Services offered: BPO (HR, IT, F&A)

Contact: Adrian Marszałek

Center of Excellence CREDIT SUISSE (Poland) Sp. z o.o.tel.: +48 71 388 38 71

Year started: 2007


Services offered: Finance & Accounting, HR,

Procurement, Customer Service, Financial

Services, Knowledge Process Outsourcing,

IT Support, Reporting, Design & Publishing

Services

Contact: Arthur Baenziger

Central Europe BPO

CiklumContact: Alexandre Yakovlev, Ciklum Poland Branch

Director

CognianceYear started: 2014


Credit SafeNumber of employees: 50

Services offered: R&D in Financial

Crisil IrevnaServices offered: KPO

CSS CorpServices offered: IT

Diehl Controlstel.: +48 71 7749-765

49



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Services offered: R&D (Whitegoods)

Contact: Juergen Hirath

Dolby Poland Sp. z.o.o.tel.: +48-71-7352-300

Year started: 2012


Contact: Łukasz Bratek

EnabledwareServices offered: BPO

Espotel Poland Sp. z o.o.Year started: 2010

Number of employees: 75Services offered: IT Services/Software Development,

R&D. Espotel is R&D design house specialized in

Embedded Systems incl. Internet of Things and

Production Testing.

Contact: Maciej Sibiński, President

EY Global Services Poland Sp. z o.o.tel.: +48 71 7143000

Year started: 2011



Development, HR or Payroll, Knowledge

management, Project management, Executive

Assistants, Procurement, Creative services

Contact: Dariusz Sus, Global Delivery Services Poland

Leader

Fagor MastercookServices offered: R&D (Whitegoods)

Contact: Ireneusz Bartnikowski

Fresenius Kabi Business Services Sp. z o.o.tel.: +48 71 756 4201

Year started: 2014

Services offered: Medical (BPO F&A,IT)

Contact: Agnieszka Ewa Kuzmicka, SSC Manager

Global e-Business Operations Sp. z o.o. (HP)tel.: 22 777 96 33

Year started: 2005

Services offered: Finance and Accounting, Human

Resources, Payroll, Customer Service,

Marketing

Contact: Agnieszka Orłowska, MD

GoogleYear started: 2007

Services offered: BPO (marketing)

Contact: Radosław Kokot

Gorilla GroupYear started: 2014

Services offered: IT/help desk,software development

Contact: Yevgeniy Shevchenko, MD, CEE Region

HicronYear started: 2006


Contact: Bartosz Fudala

SSC IBM Global Services Delivery Centre Poland Sp. z o.o.Year started: 2010


Services offered: SSC IT

Contact: Stefan Stangret

ImpelYear started: 1991

Services offered: BPO (HR, IT, F&A)

Contact: Konrad Korczak, Drektor, Accounting Services



50

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Infusiontel.: (+48) 12 341 9730

Year started: 2012


IrevnaNumber of employees: Planned 100

Services offered: KPO Center (Mathematics)

SSC JP WeberYear started: 2004


Contact: Marcin Dudarski

KPIT CumminsNumber of employees: 40

Services offered: Accounting Center

KrukYear started: 1998

Services offered: BPO (F&A)

Contact: Piotr Krupa

Luxofttel.: 12 445 88 00

Contact: Bartosz Strożek, Regional Director

McKinsey & Company Konowledge Center Polandtel.: +48 71 393 71 00

Number of employees: Planned 100

Services offered: The Poland Knowledge Center (PKC)

in Wroclaw is one of the fastest-growing

Knowledge Centers at McKinsey. More than 120

knowledge professionals work together across

industries and functions to develop, maintain,

and disseminate knowledge, deliver custom

analytics, and provide diagnostics, benchmark-

ing, and data-management services.

Contact: Mark Lobo

MedserveGlobal HQ: Ireland

SSC MerckYear started: 2014

Services offered: SSC: HR

Contact: Magdalena Bystranowska, HR SSC Head

MinetronicsYear started: 2008


Contact: Christoph Müller

MphasisGlobal HQ: India

Services offered: HR, Accounting

Nokia Solutions and NetworkGlobal HQ: Finland

tel.: 71 777 41 30



Objectivity Bespoke Software Specialists Sp. z o.o.Global HQ: UK

tel.: +48 71 7494 000


Contact: Paweł Grundys, Head of Project Management

Ocado TechnologyGlobal HQ: UK

Contact: Lukasz Brzezowski, Head of Ocado

Technology Wrocław

Opera SoftwareGlobal HQ: Norway

tel.: 71 719 60 00



Contact: Erik Harrell, President

SSC Parker Hannifintel.: 71 38 20 100

Year started: 2013


Piekielnik Business ConsultingGlobal HQ: Poland

tel.: 691370590

Contact: Tomasz Piekielnik, CEO, Partner

PPGYear started: 2010


Contact: Anna Łatoszyńska

QADNumber of employees: 50


Contact:

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Jarosław Jaśkiewicz

SSC Qatar AirwaysYear started: 2012

Services offered: SSC: contact centre

Contact: Dorota Kowalewska, Customer Contact

Centre Manager

REC Globaltel.: 71 711 8011

Year started: 2007


Services offered: ICT, software engineering services

Contact: Krzysztof Kuliński

Red Embeded GroupGlobal HQ: UK

Contact: Chris Thornborrow, General Manager

Remy InternationalServices offered: R&D (Automotive)

Research & Engineering Center Sp. z o.o.Year started: 2007


Services offered: IT, Software development services

Contact: Krzysztof Kuliński

RinfYear started: 2003


Contact: Aleksander Lewicki

SSC RuukkiYear started: 2005



SSC Santander Consumer BankNumber of employees: Planned 300


Contact: Sebastian Łękawa

Siemens AGGlobal HQ: Canada

tel.: 71 777 15 42


Services offered: R&D IT(Software)

Contact: Robert Góral , Director

SMT Softwaretel.: 32 354 9426 (717695917)

Year started: 2002

Services offered: ITContact:

Sebastian Łękawa, President

SoftserveGlobal HQ: Ukraine

tel.: 71 382 28 00

Year started: 2014


Contact: Valentine Dembicki, Business Development

Manager

TechlandYear started: 1991

Services offered: ITContact: Paweł Marchewka

Tequila MobileYear started: 2008

Services offered: ITContact: Wojciech Woziwodzki

Tieto Poland Sp.z o. o.Year started: 2008

Number of employees: May 2011- 1100 employees

Services offered: IT services, R&D services, Industry

specific

Contact: Ireneusz Miski , Country Manager Poland

SSC Toyota Motor EuropeGlobal HQ: Japan

tel.: (71) 359 85 90

Year started: 2015


SSC UBS Business Solution CenterGlobal HQ: Switzerland

Year started: 2015


Contact: Grzegorz Pabian, Director

UNIT 4 TETAtel.: +48 71 323 40 00

Year started: 2014


UTC Aerospace SystemsGlobal HQ: USA

tel.: 71 714 80 09

ViessmannGlobal HQ: Germany

tel.: 71/ 36 07 100

Contact: Tomasz Wronski, Head of Research and

Development

VolvoGlobal HQ: Sweden

tel.: +48 71 302 17 00, 302 17 06

Year started: 2004

Number of employees: 500 (100 in IT)

Services offered: Accounting, administration, IT

Contact: Bengt Lundström

WabcoGlobal HQ: USA

tel.: 71 782 18 88


Services offered: R&D (Automotive)

Contact: Sean Brown, Lean Supplier Development

WhirpoolGlobal HQ: USA

tel.: 22 212 02 00

Contact: Eduard Horbal, Site Leader / President of

Management Board

WiproNumber of employees: 150

Services offered: HR Service Center



Pola

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ame

52

WrocławOpole

Szczecin

Tarnowo PodgórnePoznań

Bydgoszcz

GdańskSopot

Gdynia

ElblągTczew

Toruń

Piła

Olsztyn

Zgierz Piaseczno

Radom

Białystok

Rzeszów

LublinKielce

Cracow

SandomierzDąbrowaGórnicza

Częstochowa

ŁódźWARSAW

Bielsko-Biała

Katowice

Dąbrowa GórniczaAlba Polska Sp. z o.oArcelorMittal Shared Services Centre EuropeDHL LogisticWipro

CzęstochowaCall Center Inter Galactica (branch)Telbridge (branch)TRW Automotive

Gdynia

GliwiceFuture ProcessingGeneral MotorsIsta Shared ServicesJunisoftex PregisTennecoTRW AutomotiveWaskoX – solve

BytomContact Center LibertyChorzówBiuro Projektowania

Systemów Cyfrowych (BPSC)BSS Polska OEX/Archidoc

OpoleCapgemini, Infrastructure ServicesFuture Processing Ista Nowa ItakaNutriciaOpta data PZU/PZU ŻycieR.N.G. Sindbad

Poznań

Łódź

RadomCentrum Przetwarzania Danych Ministerstwa FinansówEnergetyczne Centrum S.A.Europe Calling Sp. z o. o.Idea Call CenterIron Mountain – Centrum Przetwarzania DanychMultimedia Interactive Sp. z o.o.SMG/KRC – Call CentreTelbridge RadomTelecentrum

Szczecinarvato BertelsmannBL Stream Sp. z o.obrightONEColoplast Shared ServicesContact CenterConvergysCSP Customer Services PolskaDansk SupermarkedDGS Business ServicesGaveKalGenpact PL Sp. z o.o.HuuugegamesMarine Technology Centre Co.Metro Services PLMobicaNordic Consulting

& Development CompanyREC GlobalStream Global ServicesSunrise financeTieto Poland Sp. z o. o.Unicredit Business Integrated SolutionsUnizeto

Wrocław

Arvato services CEDC InternationalJohn DeereLorenzA. SchulmanAddconnect Contact CenterADMAllegro Alma (Systemy Informatyczne)Alphanumeric Systems EuropeAnalyxBAE SystemsBanach OutsourcingBridgestone EBSCarl Zeiss Carlsberg Shared Services CenturyLink Poland Sp. z o.o.Ciber CleengCognifide Contact CenterDalkia Services Deloitte BPODFDS Duni EFF SP.z o.o.Egnyte

Elavon Merchant ServicesEnea S.A.EXIDE Technologies SSCFinnchatFranklin Templeton

Investments CenterGenpact PL Sp. z o.o.GFT PolandGlaxoSmithKline Global ITGraceGrant Thornton FrąckowiakHedgePole (Polska)Holicon Sp. z o.o.Holiday CheckHuaweiIkea Shared ServicesIntitekItelligenceJeronimo Martins Polska S.A.Kennametal ServicesKle�mannMAN Accounting CenterMARS FINANCIAL SERVICES McKinsey EMEAMentor GraphicsNewell Rubbermaid

O-I Business Service CenterOpen TextOpera Software OsramPepcoPolarisPropex Services GroupQ-PartnersRule FinancialSavvisSelvitaSiiStarterStarter Truck ServicesSysnet Global SolutionsTalexTelcordia TechnologiesUnilever PolskaVeolia CUWViaVox Call Contact CenterVolkswagen PoznańW.R.GraceWavin Polska S.A.WikiaZETO S.A.

AGNAT Sp. z o.o.Alcatel - Lucent PolskaAsseco Poland S.A.AstaroAtos IT Services Sp. z o.o.Bank BPH S.A. Centrum

KorporacyjneBank Pocztowy S.A. - Centrum

Operacyjne Sp. z o.o.Banku Pocztowy S.ABazy i Systemy Bankowe S.A.Bibby Financial ServicesCentralny Ośrodek

Rozliczeniowy Poczty Polskiej

Centrum Operacyjne Grupa Banku Pocztowego

Centrum Operacyjne Sp. z o.o.Contact Center Sp. z o.o.Eniro Polska Sp. z o.o.Genesys Telecommunications

Laboratories Sp. z o.o.Grant Thornton FPA

Outsourcing Sp. z o.o.Jabil Global Services Poland Sp.

z o.o.Kujawsko - Pomorskie

Regionalne Centrum Korporacyjne PEKAO S.A.

Livingston Poland Sp. z o.o.Logon S.A.Mobica Limited Sp. z o.o.OponeoOPTIMO-INVEST

OrangePostdata S.A.Przedsiębiorstwo Informatyki

ZETO Bydgoszcz S.A.PZU S.A.SDL Poland Soft BlueSunrise SystemT KompTEL-DATTeleplan Polska

ABBAccentureACS Solutions Poland/XeroxAgreeya Mobility Poland AMG.netAryngaAtos OriginBank Pekao SABarry CallebautBMSBosch&SiemensBRE Centrum operacjiBSHBSS - Business Support SolutionCapita (SouthWestern BPS Poland)Cardif ServicesCERI International Sp. z o.o.Citi HandlowyCitiFinancialClariant IIComarch S.A.Contact Center sp. z o.o.Cybercom PolandDalkia Services DHL ExpressDimar

Ericpol TelecomFaureciaFujitsu Technology SolutionsGEGFT Group (Rule Financial)Indesit Company Polska Sp. z o.o.InfosysINTERsoftLSI SoftwareMakolabMbankMcCormick Shared Services MobicaNordea Bank Polska S.A.OSTCPGE Obrót S.A.PhillipsPixel TechnologyPKO BPPolkomtelPoyryPrudentialPZURandstad Payroll Solutions Samsung R&DSanitec SSC

ScanaquaSymphony telecaT-MobileTakeda SCE Sp. z o.oTarget BPOTate&LyleTax CareTechnitelTelecaTELMONTomTom ITRADENETTransition TechnologiesUnicreditoUPS Global Business Service CenterVeolia Environnement - SAP Center

of ExcellenceWarta Insurance GroupXEROXZETO

PiłaPhillips

Bydgoszcz ToruńAllegro IT CenterCemtelCTDPCyfrowy PolsatGrant ThorntonOpusCapita Sp. z o.o.TelbridgeTelmon

SopotAtena

Acxiom Global Service Center Polska

Arla Global Financial Service Centre Sp. z.o.o.


AssecoAtenaBank BPH/GE CapitalBayer Service Center

GdańskCognizant Technology

Solutions

Competence Call Center ENERGA Centrum Usług

WspólnychEPAM Systems (Poland) Sp. z

o.o.Fineos Software Service

CentreFirst Data Global Services

LtdGoyelloGratka TechnologieHempel A/SHK Finance&Accounting

HumaxIBMImplixIntel Technology Poland

GdanskIntitecJeppesen by BoeingKainos Software Poland Sp.

z o. o.Kemira Gdańsk sp. z o.o.Lufthansa SystemsMetsä Group ServicesMOL (Europe) Central

Support Unit Sp. z o.o.NcomputingNearshoring SolutionsNordic ServicesOIE SupportOKE SoftwarePBP ENAMORPGS SoftwarePlaysoft GroupPowelPwC Polska - Advisory

Center of ExcellencePZU

QtravelSchibsted TechSigardenSii GdanskSolwitStaplesState Street BankSynopsysThyssenKrupp Group

Services Gdansk Sp. z o.o.

TIM Call CenterTranscom

ABN AmroAccentureAsseco Business Solutions SAAstraZeneca Pharma PolandAtos IT Services Sp. z o.o.Avon Global Shared Services /

Global Centre of ExcellenceAxel SpringerBNP Paribas Securities ServicesBritenet Sp. z o.o.Capgemini PolskaCargill HR Shared ServicesCBRE Corporate OutsourcingCiti Service Center PolandCocaCola Global Poland Services

sp. z o.o.Cofely Services Sp. z o.o.

Commercial Union Call CenterConnectisDanone IT Competency Center

EMEADeutsche Services PolskaDevonshire sp. z o.o.Extor S.A.Goldman Sachs TechnologyGoogle PolandGrant Thornton FPA Outsourcing

sp. z o.o.Jones Lang Lasalle Group Services

Sp. zooLinklaters Poland Sp. z o.o.Lionbridge PolandMazars Polska Sp. z o.o.Mellon

Mettler-Toledo sp. z o.o.MMC Eastern Europe Accounting

OperationsMoneyGramOEXOpusCapita sp. z o.o.Oriflame Global Shared Services

FinancePandora Jewelry Shared Services PGNiG Serwis Sp. z o.o.Primo Polska S.A.Process Solutions Sp. z o.o.Procter&Gamble Global Business

ServicesProvident PolandPwC Polska sp. z o.o.PZU Centrum Operacji

Randstad Payroll Solutons RBS Global Hub EuropeRoche IT Service CentreSamsung Electronics PolandSchneider Electric - EMEA Finance

Shared ServicesSii Sp. z o.o.Stanley Black & Decker IncTechnicolor PolskaTeleperformance Polska Sp. z o.o.Tieto Poland Sp.z o. o.TNT Holdings (Poland) sp. z o.o.UCMS GroupVelux Global Business ServicesWipro IT Services PolandXerox Sp. z o.o.

TczewEaton Automotive

Gdańsk

Warsaw

ElblągBest S. A.FLSmidth MAAG Gear AGInfo Power Sp. z o.o.OPEGIEKA Sp. z o.o.

OlsztynCentrum Rozliczeniowe Banku CITI HandlowegoFrance TelecomTranscom Worldwide Poland Sp. z o.o.

CiechanówContact Center sp. z o.o.

BiałystokBIT S.A. Białystok BranchCentrum Informatyki \"ZETO\" S.A.INTRATEL sp. z o.o.Qburst Poland Sp. z o.o.SICC s.c. Marcin Zajkowski, Paweł BreśSMT Softaware Sp. z o. o. SKA Białystok Branch

Piaseczno Tieto Poland

ZgierzClariant

Asseco Business SolutionsBritenetBZ WBKGenpact Poland Sp. z o.o.InfiniteOpen Finance CCOrange Costumer Service

Orange Customer ServiceOrange Polska Accounting

Operations CentrePekao FaktoringPKO BPTransition Technologies

Lublin


AlbitAltar BC&O Polska BiurexCall Center Inter GalacticaCentrum Systemów

Komputerowych ZETOComplexComputersEduTelF.U.H Older (usługi Call

Centre dla Play)

Impel Business SolutionsINFONETAX Sp. z o.o.INFOVER S.A.Kolporter INFO SAMansourcing Sp. z o.o.MedicoverMJ Sysems Magdalena

MichalskaPctum

Przedsiębiorstwo Techniczno - Informatyczne "ZUBIX"

SanekSimple OutsourcingTelbridge Sp. z o.o.Teledirect Sp. z o.o.Transition TechnologiesUCMS Group Poland

Asseco Poland Region Rzeszów

Carlson Wagonlit TravelCentrum Usług

Finansowych ACP Pharma S.A.


ContactPoint

Cross JeansDeloitte Central Europe

Business Services Center

Hamilton SundstrandICN Polfa RzeszówICN Polfa RzeszówMobica LtdOPTeam S.A.

PKO BPPratt&WhitneyReslogisticSanofi AventisSoft SystemUnicall CommunicationZETO-RZESZÓW Sp. z o.o

CEZ Polska Shared Service CenterKrakówABB IT sp. z o.oAccounting Plaza Central EuropeA�liated Computer Services of PolandAFSAkamaiAlexander Mann Solutions Poland Sp.

z.o.o.Amer Sports Financial Shared Service AmplexorAmway Business Center EuropeAntenna Volantis SytemsAon HewittAprisoAVEREAST GROUPAZSoft S.A, Contact CenterCapitaCapnor PolandCathay Pacific Airways LimitedCBB Call CenterCH2M HILL SSCChatham Financial

Cisco Systems LimitedCli�ord ThamesComarchCommunication FactoryContact Center sp. z o.o.Deloitte BPODelphi SSCDelta Vista PolandDigitlandDreamLab Onet.plEcolabEDFElectrolux Centrum

Księgowo-FinansoweElement14Elettric 80EPAM Systems (Poland) Sp. z o. o.Ericpol TelecomESETEuroclear Bank S.A.Euroscript PolandEvolving OutsourcingExult

Flying FishFMC TechnologiesFortis BankFQS Poland (Fujitsu)Genpact PL Sp. z o.o.Getinge Shared ServicesGoogle Operations CentreHays Center Of ExcellenceHCL PolandHDI RathdowneyHEINEKEN Global Shared Services Sp.

z o.o.Hewitt AssociatesHitachi Data SystemsHSBC Service DeliveryHTS-ComarchIAG (International Airlines Group)IBM Poland Laboratorium Oprogr. &

BTO Business Consulting ServicesIBM SWG LabIFSIG GroupIloop Mobile

INTERNATIONAL PAPER - POLANDJohnson & JohnsonKenexaLastminuteLufthansa Global Business ServicesLumesseLurgi PolandLuxoft Poland sp. z o.o.Metrosoft PolandModisMotorola GSCNokia SiemensOraclePeason Perkin ElmerPliva Cracow PMI Service Center EuropePNO ConsultantsPremier Farnell (Element 14)Quorum InternationalRolls RoyceRWE Group Business Services Sp. z

o.o.

SAB Miller Shared ServicesSappi Shared ServicesSchibsted Tech PolskaSelvita Xerox Business ServicesSercoShell Shared Service Centre PolandSiiSoftware MindSolar WindsState Street Bank PolandStefaniniTechTeam GlobalTeleinventionTesco PolandUBS Poland SCUPM KymmeneVesuvius (Cookson)Wyse TechnologyXerox Business Services

4EverNETAlan SystemsAlba PolskaAldec ADTArinso People Services Sp. z o.o.Asseco SystemsBombardier TransportationCapGemini Polska sp.z o.o.COIG S.AContact CenterCooper Standard Automotive PolskaCYCLAD Polska Sp. z o.o.Deloitte BPODisplayLinkDunlop Conveyor BeltingEnersysEniro PolskaEricsson GSDCErnst&Young

Eton Park Capital ManagementFIAT Services PolskaGeneraliGrant ThorntonGrupa ŻywiecHireRight Poland IBMING Services PolandIT4QKatowicki Holding WęglowyKroll OntrackLGBSLink4 Call CenterMaksimumMentor GraphicsNeublocNorthgate ArinsoOracleOrange

Perform Media PolandPoczta PolskaProximetryPwC Service DeliveryRockwell AutomationSiiSms Metallurgy PolskaSteriaSygnityTELE-FONIKA KableTeleperformance GermanyTennecoTimkenUnileverUPCWartaWebanywhereWincor NixdorfZETO Katowice

Kielce

Rzeszów

Cracow

Sosnowiec

SosnowiecContact Center

Chorzów

Bielsko-Biała4CALL.PLAvioCentrum Finansowo

– Księgowe Grupy ŻywiecCooper-Standard Automotive PolskaCrystall Call EnerSysFiat Services Polska NetiaSimio Polska Universal Agent – Grupa DataContact

Katowice

Ruda ŚląskaArteria

Gliwice

IBM Global Services Delivery Centre Poland Sp. z o.o.

ImpelInfusionIrevnaJP WeberKPIT CumminsKrukLuxoftMcKinsey & Company Konowledge

Center PolandMedserveMerckMinetronicsMphasisNokia Solutions and NetworkObjectivity Bespoke Software

Specialists Sp. z o.o.Ocado TechnologyOpera SoftwareParker HannifinPiekielnik Business ConsultingPPG

QADQatar AirwaysREC GlobalRed Embeded GroupRemy InternationalResearch & Engineering CenterRinfRuukkiSantander Consumer BankSiemens AGSMT SoftwareSoftserveTechlandTequila MobileTieto Poland Sp.z o. o.Toyota Motor EuropeUBS Business Solution CenterUNIT 4 TETAUTC Aerospace SystemsViessmannVolvoWabcoWhirpoolWipro

ADVA Optical NetworkingAsseco Poland SABESTDet Norske VeritasFluggerMisys

PPG Coating Poland LTDSony Pictures Global Business

Services Sp. z o.o.ThomsonReuters Europe SAYoung Digital Planet

Pola

nd: C

ityN

ame

53



WrocławOpole

Szczecin

Tarnowo PodgórnePoznań

Bydgoszcz

GdańskSopot

Gdynia

ElblągTczew

Toruń

Piła

Olsztyn

Zgierz Piaseczno

Radom

Białystok

Rzeszów

LublinKielce

Cracow

SandomierzDąbrowaGórnicza

Częstochowa

ŁódźWARSAW

Bielsko-Biała

Katowice

Dąbrowa GórniczaAlba Polska Sp. z o.oArcelorMittal Shared Services Centre EuropeDHL LogisticWipro

CzęstochowaCall Center Inter Galactica (branch)Telbridge (branch)TRW Automotive

Gdynia

GliwiceFuture ProcessingGeneral MotorsIsta Shared ServicesJunisoftex PregisTennecoTRW AutomotiveWaskoX – solve

BytomContact Center LibertyChorzówBiuro Projektowania

Systemów Cyfrowych (BPSC)BSS Polska OEX/Archidoc

OpoleCapgemini, Infrastructure ServicesFuture Processing Ista Nowa ItakaNutriciaOpta data PZU/PZU ŻycieR.N.G. Sindbad

Poznań

Łódź

RadomCentrum Przetwarzania Danych Ministerstwa FinansówEnergetyczne Centrum S.A.Europe Calling Sp. z o. o.Idea Call CenterIron Mountain – Centrum Przetwarzania DanychMultimedia Interactive Sp. z o.o.SMG/KRC – Call CentreTelbridge RadomTelecentrum

Szczecinarvato BertelsmannBL Stream Sp. z o.obrightONEColoplast Shared ServicesContact CenterConvergysCSP Customer Services PolskaDansk SupermarkedDGS Business ServicesGaveKalGenpact PL Sp. z o.o.HuuugegamesMarine Technology Centre Co.Metro Services PLMobicaNordic Consulting

& Development CompanyREC GlobalStream Global ServicesSunrise financeTieto Poland Sp. z o. o.Unicredit Business Integrated SolutionsUnizeto

Wrocław

Arvato services CEDC InternationalJohn DeereLorenzA. SchulmanAddconnect Contact CenterADMAllegro Alma (Systemy Informatyczne)Alphanumeric Systems EuropeAnalyxBAE SystemsBanach OutsourcingBridgestone EBSCarl Zeiss Carlsberg Shared Services CenturyLink Poland Sp. z o.o.Ciber CleengCognifide Contact CenterDalkia Services Deloitte BPODFDS Duni EFF SP.z o.o.Egnyte

Elavon Merchant ServicesEnea S.A.EXIDE Technologies SSCFinnchatFranklin Templeton

Investments CenterGenpact PL Sp. z o.o.GFT PolandGlaxoSmithKline Global ITGraceGrant Thornton FrąckowiakHedgePole (Polska)Holicon Sp. z o.o.Holiday CheckHuaweiIkea Shared ServicesIntitekItelligenceJeronimo Martins Polska S.A.Kennametal ServicesKle�mannMAN Accounting CenterMARS FINANCIAL SERVICES McKinsey EMEAMentor GraphicsNewell Rubbermaid

O-I Business Service CenterOpen TextOpera Software OsramPepcoPolarisPropex Services GroupQ-PartnersRule FinancialSavvisSelvitaSiiStarterStarter Truck ServicesSysnet Global SolutionsTalexTelcordia TechnologiesUnilever PolskaVeolia CUWViaVox Call Contact CenterVolkswagen PoznańW.R.GraceWavin Polska S.A.WikiaZETO S.A.

AGNAT Sp. z o.o.Alcatel - Lucent PolskaAsseco Poland S.A.AstaroAtos IT Services Sp. z o.o.Bank BPH S.A. Centrum

KorporacyjneBank Pocztowy S.A. - Centrum

Operacyjne Sp. z o.o.Banku Pocztowy S.ABazy i Systemy Bankowe S.A.Bibby Financial ServicesCentralny Ośrodek

Rozliczeniowy Poczty Polskiej

Centrum Operacyjne Grupa Banku Pocztowego

Centrum Operacyjne Sp. z o.o.Contact Center Sp. z o.o.Eniro Polska Sp. z o.o.Genesys Telecommunications

Laboratories Sp. z o.o.Grant Thornton FPA

Outsourcing Sp. z o.o.Jabil Global Services Poland Sp.

z o.o.Kujawsko - Pomorskie

Regionalne Centrum Korporacyjne PEKAO S.A.

Livingston Poland Sp. z o.o.Logon S.A.Mobica Limited Sp. z o.o.OponeoOPTIMO-INVEST

OrangePostdata S.A.Przedsiębiorstwo Informatyki

ZETO Bydgoszcz S.A.PZU S.A.SDL Poland Soft BlueSunrise SystemT KompTEL-DATTeleplan Polska

ABBAccentureACS Solutions Poland/XeroxAgreeya Mobility Poland AMG.netAryngaAtos OriginBank Pekao SABarry CallebautBMSBosch&SiemensBRE Centrum operacjiBSHBSS - Business Support SolutionCapita (SouthWestern BPS Poland)Cardif ServicesCERI International Sp. z o.o.Citi HandlowyCitiFinancialClariant IIComarch S.A.Contact Center sp. z o.o.Cybercom PolandDalkia Services DHL ExpressDimar

Ericpol TelecomFaureciaFujitsu Technology SolutionsGEGFT Group (Rule Financial)Indesit Company Polska Sp. z o.o.InfosysINTERsoftLSI SoftwareMakolabMbankMcCormick Shared Services MobicaNordea Bank Polska S.A.OSTCPGE Obrót S.A.PhillipsPixel TechnologyPKO BPPolkomtelPoyryPrudentialPZURandstad Payroll Solutions Samsung R&DSanitec SSC

ScanaquaSymphony telecaT-MobileTakeda SCE Sp. z o.oTarget BPOTate&LyleTax CareTechnitelTelecaTELMONTomTom ITRADENETTransition TechnologiesUnicreditoUPS Global Business Service CenterVeolia Environnement - SAP Center

of ExcellenceWarta Insurance GroupXEROXZETO

PiłaPhillips

Bydgoszcz ToruńAllegro IT CenterCemtelCTDPCyfrowy PolsatGrant ThorntonOpusCapita Sp. z o.o.TelbridgeTelmon

SopotAtena

Acxiom Global Service Center Polska



AssecoAtenaBank BPH/GE CapitalBayer Service Center

GdańskCognizant Technology

Solutions

Competence Call Center ENERGA Centrum Usług

WspólnychEPAM Systems (Poland) Sp. z

o.o.Fineos Software Service

CentreFirst Data Global Services

LtdGoyelloGratka TechnologieHempel A/SHK Finance&Accounting

HumaxIBMImplixIntel Technology Poland

GdanskIntitecJeppesen by BoeingKainos Software Poland Sp.

z o. o.Kemira Gdańsk sp. z o.o.Lufthansa SystemsMetsä Group ServicesMOL (Europe) Central

Support Unit Sp. z o.o.NcomputingNearshoring SolutionsNordic ServicesOIE SupportOKE SoftwarePBP ENAMORPGS SoftwarePlaysoft GroupPowelPwC Polska - Advisory

Center of ExcellencePZU

QtravelSchibsted TechSigardenSii GdanskSolwitStaplesState Street BankSynopsysThyssenKrupp Group

Services Gdansk Sp. z o.o.

TIM Call CenterTranscom

ABN AmroAccentureAsseco Business Solutions SAAstraZeneca Pharma PolandAtos IT Services Sp. z o.o.Avon Global Shared Services /

Global Centre of ExcellenceAxel SpringerBNP Paribas Securities ServicesBritenet Sp. z o.o.Capgemini PolskaCargill HR Shared ServicesCBRE Corporate OutsourcingCiti Service Center PolandCocaCola Global Poland Services

sp. z o.o.Cofely Services Sp. z o.o.

Commercial Union Call CenterConnectisDanone IT Competency Center

EMEADeutsche Services PolskaDevonshire sp. z o.o.Extor S.A.Goldman Sachs TechnologyGoogle PolandGrant Thornton FPA Outsourcing

sp. z o.o.Jones Lang Lasalle Group Services

Sp. zooLinklaters Poland Sp. z o.o.Lionbridge PolandMazars Polska Sp. z o.o.Mellon

Mettler-Toledo sp. z o.o.MMC Eastern Europe Accounting

OperationsMoneyGramOEXOpusCapita sp. z o.o.Oriflame Global Shared Services

FinancePandora Jewelry Shared Services PGNiG Serwis Sp. z o.o.Primo Polska S.A.Process Solutions Sp. z o.o.Procter&Gamble Global Business

ServicesProvident PolandPwC Polska sp. z o.o.PZU Centrum Operacji

Randstad Payroll Solutons RBS Global Hub EuropeRoche IT Service CentreSamsung Electronics PolandSchneider Electric - EMEA Finance

Shared ServicesSii Sp. z o.o.Stanley Black & Decker IncTechnicolor PolskaTeleperformance Polska Sp. z o.o.Tieto Poland Sp.z o. o.TNT Holdings (Poland) sp. z o.o.UCMS GroupVelux Global Business ServicesWipro IT Services PolandXerox Sp. z o.o.

TczewEaton Automotive

Gdańsk

Warsaw

ElblągBest S. A.FLSmidth MAAG Gear AGInfo Power Sp. z o.o.OPEGIEKA Sp. z o.o.

OlsztynCentrum Rozliczeniowe Banku CITI HandlowegoFrance TelecomTranscom Worldwide Poland Sp. z o.o.

CiechanówContact Center sp. z o.o.

BiałystokBIT S.A. Białystok BranchCentrum Informatyki \"ZETO\" S.A.INTRATEL sp. z o.o.Qburst Poland Sp. z o.o.SICC s.c. Marcin Zajkowski, Paweł BreśSMT Softaware Sp. z o. o. SKA Białystok Branch

Piaseczno Tieto Poland

ZgierzClariant

Asseco Business SolutionsBritenetBZ WBKGenpact Poland Sp. z o.o.InfiniteOpen Finance CCOrange Costumer Service

Orange Customer ServiceOrange Polska Accounting

Operations CentrePekao FaktoringPKO BPTransition Technologies

Lublin


AlbitAltar BC&O Polska BiurexCall Center Inter GalacticaCentrum Systemów

Komputerowych ZETOComplexComputersEduTelF.U.H Older (usługi Call

Centre dla Play)

Impel Business SolutionsINFONETAX Sp. z o.o.INFOVER S.A.Kolporter INFO SAMansourcing Sp. z o.o.MedicoverMJ Sysems Magdalena

MichalskaPctum

Przedsiębiorstwo Techniczno - Informatyczne "ZUBIX"

SanekSimple OutsourcingTelbridge Sp. z o.o.Teledirect Sp. z o.o.Transition TechnologiesUCMS Group Poland

Asseco Poland Region Rzeszów

Carlson Wagonlit TravelCentrum Usług

Finansowych ACP Pharma S.A.


ContactPoint

Cross JeansDeloitte Central Europe

Business Services Center

Hamilton SundstrandICN Polfa RzeszówICN Polfa RzeszówMobica LtdOPTeam S.A.

PKO BPPratt&WhitneyReslogisticSanofi AventisSoft SystemUnicall CommunicationZETO-RZESZÓW Sp. z o.o

CEZ Polska Shared Service CenterKrakówABB IT sp. z o.oAccounting Plaza Central EuropeA�liated Computer Services of PolandAFSAkamaiAlexander Mann Solutions Poland Sp.

z.o.o.Amer Sports Financial Shared Service AmplexorAmway Business Center EuropeAntenna Volantis SytemsAon HewittAprisoAVEREAST GROUPAZSoft S.A, Contact CenterCapitaCapnor PolandCathay Pacific Airways LimitedCBB Call CenterCH2M HILL SSCChatham Financial

Cisco Systems LimitedCli�ord ThamesComarchCommunication FactoryContact Center sp. z o.o.Deloitte BPODelphi SSCDelta Vista PolandDigitlandDreamLab Onet.plEcolabEDFElectrolux Centrum

Księgowo-FinansoweElement14Elettric 80EPAM Systems (Poland) Sp. z o. o.Ericpol TelecomESETEuroclear Bank S.A.Euroscript PolandEvolving OutsourcingExult

Flying FishFMC TechnologiesFortis BankFQS Poland (Fujitsu)Genpact PL Sp. z o.o.Getinge Shared ServicesGoogle Operations CentreHays Center Of ExcellenceHCL PolandHDI RathdowneyHEINEKEN Global Shared Services Sp.

z o.o.Hewitt AssociatesHitachi Data SystemsHSBC Service DeliveryHTS-ComarchIAG (International Airlines Group)IBM Poland Laboratorium Oprogr. &

BTO Business Consulting ServicesIBM SWG LabIFSIG GroupIloop Mobile

INTERNATIONAL PAPER - POLANDJohnson & JohnsonKenexaLastminuteLufthansa Global Business ServicesLumesseLurgi PolandLuxoft Poland sp. z o.o.Metrosoft PolandModisMotorola GSCNokia SiemensOraclePeason Perkin ElmerPliva Cracow PMI Service Center EuropePNO ConsultantsPremier Farnell (Element 14)Quorum InternationalRolls RoyceRWE Group Business Services Sp. z

o.o.

SAB Miller Shared ServicesSappi Shared ServicesSchibsted Tech PolskaSelvita Xerox Business ServicesSercoShell Shared Service Centre PolandSiiSoftware MindSolar WindsState Street Bank PolandStefaniniTechTeam GlobalTeleinventionTesco PolandUBS Poland SCUPM KymmeneVesuvius (Cookson)Wyse TechnologyXerox Business Services

4EverNETAlan SystemsAlba PolskaAldec ADTArinso People Services Sp. z o.o.Asseco SystemsBombardier TransportationCapGemini Polska sp.z o.o.COIG S.AContact CenterCooper Standard Automotive PolskaCYCLAD Polska Sp. z o.o.Deloitte BPODisplayLinkDunlop Conveyor BeltingEnersysEniro PolskaEricsson GSDCErnst&Young

Eton Park Capital ManagementFIAT Services PolskaGeneraliGrant ThorntonGrupa ŻywiecHireRight Poland IBMING Services PolandIT4QKatowicki Holding WęglowyKroll OntrackLGBSLink4 Call CenterMaksimumMentor GraphicsNeublocNorthgate ArinsoOracleOrange

Perform Media PolandPoczta PolskaProximetryPwC Service DeliveryRockwell AutomationSiiSms Metallurgy PolskaSteriaSygnityTELE-FONIKA KableTeleperformance GermanyTennecoTimkenUnileverUPCWartaWebanywhereWincor NixdorfZETO Katowice

Kielce

Rzeszów

Cracow

Sosnowiec

SosnowiecContact Center

Chorzów

Bielsko-Biała4CALL.PLAvioCentrum Finansowo

– Księgowe Grupy ŻywiecCooper-Standard Automotive PolskaCrystall Call EnerSysFiat Services Polska NetiaSimio Polska Universal Agent – Grupa DataContact

Katowice

Ruda ŚląskaArteria

Gliwice

IBM Global Services Delivery Centre Poland Sp. z o.o.

ImpelInfusionIrevnaJP WeberKPIT CumminsKrukLuxoftMcKinsey & Company Konowledge

Center PolandMedserveMerckMinetronicsMphasisNokia Solutions and NetworkObjectivity Bespoke Software

Specialists Sp. z o.o.Ocado TechnologyOpera SoftwareParker HannifinPiekielnik Business ConsultingPPG

QADQatar AirwaysREC GlobalRed Embeded GroupRemy InternationalResearch & Engineering CenterRinfRuukkiSantander Consumer BankSiemens AGSMT SoftwareSoftserveTechlandTequila MobileTieto Poland Sp.z o. o.Toyota Motor EuropeUBS Business Solution CenterUNIT 4 TETAUTC Aerospace SystemsViessmannVolvoWabcoWhirpoolWipro

ADVA Optical NetworkingAsseco Poland SABESTDet Norske VeritasFluggerMisys

PPG Coating Poland LTDSony Pictures Global Business

Services Sp. z o.o.ThomsonReuters Europe SAYoung Digital Planet



54

Hun

gary

HungaryBudapestSSC AB InBevGlobal HQ: USA

Year started: 2006


Services offered: SSC: F&A, HR, IT, Logistics

Accenturetel.: 3613273700

Year started: 1992


Services offered: BPO: F&A, etc.

SSC AcelityGlobal HQ: USA

tel.: 36-1-880-2501

Year started: 2010


Services offered: SSC for this medical services firm: F&A

Contact:

Adriano Cito, VP Finance EMEA - General

Manager Global SSC Budapest

SSC Agco Hungary Kft.Global HQ: USA

tel.: +361-882-8300

Year started: 2011


Services offered: SSC Centre of Excellence: F&A, IT, HR

Contact: Emese Szakacs, Director

AgodaYear started: 2011


Services offered: Customer Service

Centre

Contact: Zsuzsanna Vary, Regional Manager

SSC AlbemarleGlobal HQ: USA

tel.: +361-883-9600, 36 1 883 9602

Year started: 2009



Contact: Duncan Johnson, Managing Director

Avayatel.: +36 1 238 8200

Year started: 2001


Services offered: global provider of business collabora-

tion and communications solutions, providing

unified communications, contact centers,

networking and related services.

Contact: György Gombár, Country Manager

Békéscsaba[64]

Szolnok[74]

Debrecen[208]

Nyíregyháza[118]

Pécs[157]

Budaörs

SzékesfehérvárSzékesfehérvár[102]

BUDAPEST[1,740]

AB InBevAccentureAcelityAgco Hungary Kft.AgodaAlbemarleAvayaAvis Budget Group BSC

Kft. BP European Business

Service CentreCelanese BBSCCelergoCemex SSC

Citi Service CenterCloudAgents (COMFORCE

Zrt.)Cognizant Delivery CenterComputacenter HungaryCorningCPL Integrated Services -

BudapestCushman & Wakefield

Shared Service CenterDHLDiageo Business ServicesDocler SSCE-Sense

Eaton - EMEA Business Service Center

Ellerton Call CentersEmirates SSCESABExxonMobil BSCFAO (UN) Regional O�ce

for Europe and Central Asia

GE Global Operations Center

Genpact Hungary Process Kft.

Getronics Hungary

Givaudan Finance ServicesGreif BSC Europe Kft. GrundfosHellmann Shared Service

Center Kft.HP Enterprise ServicesIBM International Shared

Service Center Intercomp Global ServicesIT Services Hungary Kft. Johnson Controls KBC Global ServicesKLM Financial SSCLexmark International

Technology Hungary, Ltd

Media Services GroupMerlinMOL GroupMorgan StalnleyMVM Group (Hungarian

Power Companies)Mylan European GBS

Center Nalco Hungary BSSC

(Ecolab)Nokia NetworksNXP

Pactera Development Center

Photel Zrt.Process SolutionsRoche SSC BudapestSAP Global Support CenterSapa Shared ServicesSykes HungarySystema

NyíregyházaLegoRai�eisen Bank

BudaörsTetraPak

Budapest

DebrecenBritish TelecomConcentrixFlowserve Hungary Services MerlinNational Instruments

SzékesfehérvárAlcoa Global Business Services (GBS)Emerson Process ManagementHarmanVisteon

Population: 9,849Population figures in thousands



56

Hun

gary

SSC Avis Budget Group BSC Kft. Global HQ: USA

tel.: +36 (1) 887 1401

Year started: 2003


Services offered: SSC: F&A, IT services, HR, Data

analytics.

Contact: Rahul Malhotra, Head of Service Delivery

SSC BP European Business Service CentreGlobal HQ: UK

tel.: 361-866-6300

Year started: 2009



Contact: Balazs Fertig, Talent Engagement Manager

SSC Celanese BBSCGlobal HQ: USA

tel.: +361-627-7400

Year started: 2007


Services offered: SSC: Finance, treasury, Global AP, AR,

GL, Customer Service, Logistics for EU and US

Contact: Petra Czugler, Media

Celergotel.: +361-235-3746

Year started: 2012

Number of employees: 8Services offered: Payroll services provider: Accounting,

Tax compliance, Payroll

SSC Cemex SSCGlobal HQ: Mexico

tel.: 361 215 0874

Year started: 2005


Services offered: SSC: F&A, HR, IT. Mainly support the

European subsidaries of CEMEX in Germany,

France, England, Ireland, Poland and Croatia.

Contact: Kis Csaba , General Manager

SSC Citi Service CenterGlobal HQ: USA

tel.: +361-374-5000

Year started: 2005


Services offered: SSC: Information Technology,

Security, Technology Engineering and Markets

Quantitative Analysis.

Contact: Bea Elod, Director

Manager’s Profile

Soma DeményHR Manager Global Operations and Corporate CEE GE Global Operations (Hungary, Poland, Romania, Czech) Parent Company: General Electric, USA

A few words about GE’s operations in CEE:GE has 5 Regional business HQs, 21 Manufacturing facilities, 6 R&D centers and 1 Global Operations Center in CEE, which provides integrated shared ser-vices to GE businesses across Europe and beyond.

GE has a long history and strong expe-rience of developing centers of excellence and shared services in the country. Skilled workforce with good language skills, devel-oped infrastructure and central location/time-zone along with a rich cultural back-ground and stable economic environment further justify the preference for Hungary. The country is well positioned in interna-tional comparison for the development of CoEs and Shared Services.

From being primarily finance-focused initially, the Center now provides multi-functional captive shared services to GE businesses in over 35 countries through-out Europe, Russia and CIS countries. As the scope of the Center expands and we become more multifunctional, our focus will now broaden from Finance, IT, and HR to hire skilled people in Legal, Tax, Commercial and Supply Chain.• Key functions include: • Commercial Services

• Financial Services• Taxation (VAT and CIT)• Supply chain management• Services• HR Services• Legal• Environment, Health & Safety• Data management

Some advice to other firms considering setting up SSC/BPO operations in CEE:Talent is abundant and the SSC market creates a fast moving and hyper-modern working environment in the region. Our responsibility lies with growing talent in-ternally and avoiding competing by pay-ing higher. As this is a growing industry and CEE offers a cost arbitrage even at inflated compensation levels, the lack of focus and shared responsibility could un-

dermine the region’s competitiveness in the longer run.

Employee Issues. From less than 200 people on two floors in one building and being primarily finance focused, Global Operations today occupies three buildings in an environment-friendly office in Vaci Greens, Budapest.

The campus houses 1,600+ Global Operations employees of which 63% are women. The multicultural staff speaks 37 different languages comprising 80% Hun-garians and 20% from 51 other national-ities. Our plan is to increase the number of employees to 2000 by 2017.

Biggest positive surprises (and biggest negative surprises) about setting up or operating SSC centre in CEE:The publicity and attractiveness of SSC’s have started to attract a large number of talents from around the world. Our career prospects make people relocate even from Western Europe, which is something we didn’t expect. The market is volatile and therefore somewhat unpre-dictable, despite the general rapid growth of the SSC market. I’ve seen many SSC’s moving out, changing location or closing down in the region.

Soma Demény. Hungarian, degree in Business Stud-ies and HR from Oxford Brookes University. Started career in Deutsche Telekom and moved to GE in 2002 where I worked at various HR roles in various GE businesses also having participated in GE’s HR Leadership Program. I assumed my current role in 2014 as the HRM for CEE. Contacts: +36309305888 [email protected]

57



Hun

gary

CloudAgents (COMFORCE Zrt.)tel.: 3619995300, 3619995300

Year started: 2008



Telemarketing. Provides a global solution for

multilingual customer service in a pay-per-use

model with home-based agents around the

globe.

Contact: David Papp, CEO

Cognizant Delivery CenterGlobal HQ: USA

tel.: 361-456-7000

Year started: 2008


Services offered: BPO: Budapest center provides

near-shore IT Development, IT Infrastructure

Services and BPO support for global customers

in sectors Pharma, Banking, Consumer Goods

and Telecom.

Contact: Kornél Csajtai, Center Head

Computacenter HungaryYear started: 2014


Services offered: Captive: an extension of our main

Barcelona Multilingual Service Centre, expand

our European language capability and provide

a skills pool for the wider Computacenter

business.

SSC CorningGlobal HQ: USA

tel.: +361-481-2300

Year started: 2006


Services offered: SSC: F&A. Corning in Hungary is part

of the global finance function.

Contact: Zsuzsanna Tolgyesi, HR manager

CPL Integrated Services - BudapestGlobal HQ: Ireland

Year started: 2011


Services offered: Cpl Integrated Services offer a full

suite of solutions for Recruitment Process

Outsourcing (RPO), Contingent Workforce

Solutions (CWS), Managed Service Provider

(MSP) programs and Consultancy.

Contact: John Paul McGonigle

SSC Cushman & Wakefield Shared Service Centertel.: +36 1 268 1288

Services offered: previously DTZ SSC.Services include

Accounts Payable, Accounts Receivables and

Data management.

Contact: ORSOLYA NÉMETH, Marketing Manager

DHLYear started: 2011


Services offered: Contact center: Logistics/supply chain

Diageo Business ServicesGlobal HQ: UK

tel.: +361-412-9511, 36308169478

Year started: 2002


Services offered: Finance, administration, billing services

Contact: Ulrica Fearn, GM, GBS

SSC Docler SSCtel.: 36-1-432-3000

Services offered: BPO/SSC.

E-SenseYear started: 2001


Services offered: manpower leasing

Eaton - EMEA Business Service Centertel.: 3614999015

Year started: EMEA BSC: July 2015


Services offered: Eaton’s EMEA Business Service Centre

(BSC) is the newest addition to the company’s

EMEA regional capability, helping to manage

operations across the region.

Contact: Csaba Szende, HR Director

Ellerton Call Centerstel.: +3630 870 8080

Year started: 2012


Contact: Laszlo George

SSC Emirates SSCYear started: 2014


Services offered: SSC: Customer service

Contact: Gabor Horvath , Country Manager

ESABGlobal HQ: UK

tel.: +361-382-1200

Year started: 2010


Services offered: Finance, IT

outsourcing, service desk, logistics, procurement

SSC ExxonMobil BSCGlobal HQ: USA

tel.: +36 1 298 5000

Year started: 2004


Services offered: SSC: F&A, IT services, administrative,

logistics

FAO (UN) Regional Office for Europe and Central AsiaYear started: 2007


Services offered: Regional Centre: F&A, HR

SSC GE Global Operations CenterGlobal HQ: USA

Year started: 2014


Be� Employer of �e Y�r – Shared Services – CEE

Danske Bank Group IT Li�uania (DGITL) (Vilnius,

Li�uania)

Winner

CEE Shared Services




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Services offered: SSC: provides multifunctional integrat-

ed shared services to GE businesses in over 35+

countries throughout Europe and beyond. Staff

speaking a total of 37 languages. 80% of the staff

is Hungarian and the other 20% comprises 50

nationalities.

Contact: Peter Molnar, CIO, Global Operations &

Leader of the Hungary IT Center

Genpact Hungary Process Kft. tel.: :+36 1 330 8915

Year started: 2002


Services offered: BPO: F&A, Customer Service, Supply

Chain &Procurement, Sales & Marketing

Analytics, Financial Services Collections/Ops,

Information Technology Services, Enterprise

Application Services.

Getronics Hungarytel.: +36 1 371 7500

Year started: 2004


Services offered: BPO/Call center: Customer Support,

IT support

SSC Givaudan Finance Servicestel.: +361-880-5000, 36 1 880 5003

Year started: 2011


Services offered: SSC: F&A, HR, Data management

Contact: Lóránt Kádár, Finance Manager

SSC Greif BSC Europe Kft. Global HQ: USA

tel.: 36 1 580 8000

Year started: 2013

Number of employees: 15Services offered: SSC: F&A, IT

Contact: Sandor Orban, Business Unit Manager

GrundfosGlobal HQ: Denmark

tel.: +361-272-4115

Year started: 2010



Contact: Flora Kovacs, SSC Director

Hellmann Shared Service Center Kft.Year started: 2016

Contact: Eloed Sata, Managing Director

HP Enterprise ServicesGlobal HQ: USA

Year started: 1991/96


Services offered: BPO services: F&A, IT and

Data-processing

services, document-management

SSC IBM International Shared Service Center Global HQ: USA

tel.: +36-1-777-1055

Year started: 2004


Services offered: SSC: F&A, HR, Customer Support,

Call Center for IBM\'s own operations

Intercomp Global Servicestel.: 36-21-380-1913

Services offered: BPO: F&A, Payroll processing

IT Services Hungary Kft. Global HQ: Germany

tel.: 361-456-5400

Contact: Christopher Wilson, CEO

SSC Johnson Controls Global HQ: USA

tel.: 36 1 459 3700

Services offered: SSC tied to manufacturing operations

Contact: Balint Bacso, Director of Enterprise HR

Operation - APAC & EMEA

SSC KBC Global ServicesGlobal HQ: Belgium

tel.: 36 1 465 4500

Year started: 2008


Services offered: SSC: IT services

SSC KLM Financial SSCGlobal HQ: Netherlands

Year started: 2006



SSC Lexmark International Technology Hungary, Ltdtel.: +36-1-501-7228, +36-1-501-7300

Year started: 2008


Services offered: Captive SSC: F&A, IT Services/

Software Development, HR or Payroll, Data

Analytics/Management, Logistics/Supply Chain,


Contact: Peter Csucska, Managing Director

SSC Media Services GroupGlobal HQ: Germany

tel.: 36 (1) 270 20 40

Year started: 1997


Services offered: BPO: IT services and customer sup-

port; Virtual SSC, digitalization and document

support for media companies (with focus on

DACH countries)

Contact: Mark Pinter, Managing Director

Merlintel.: +36 1 815 4500, +36 1 815 5800

Year started: 2010


Services offered: ITO: IT Service Desk, Customer

Service Centres, Infrastructure & Data Centre

Support. Merlin operates from centres in the

UK, Hungary (Budapest and Debrecen) and

Manila.

Contact:

Be� Shared Services Firm of �e Y�r – CEE

BT Regional Opera�ons Centre (Hungary)

Winner

CEE Shared Services


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Zsolt Szmolinka, Head of Service Delivery

Europe

SSC MOL GroupGlobal HQ: Hungary

tel.: +361-371-9536


Services offered: SSC: F&A, IT services. For 50+

subsidiaries

Contact: Anita Horváth, Process Development Expert

SSC Morgan StalnleyGlobal HQ: USA

tel.: +36 1 881 4000

Year started: 2005


Services offered: SSC: F&A, Data Analytics, provides

support across variety of services including IT,

Financial Control, Operations, Credit Risk and

Documentation.

Contact: Adam Dobbie, Program Manager

SSC MVM Group (Hungarian Power Companies)Global HQ: Hungary


Services offered: Largest state-owned company in

Hungary. SSC: Treasury, Controlling, Accounting

and Tax and CAPEX Allocation activities of the

MVM Group,

Contact: Laszlo Szabo, Finance Director

Manager’s Profile

Gabriella KokaiDirector, European HR Shared ServicesMylan Global HR Shared Services - Budapest Parent Company: Mylan, US

Background on Mylan and operations in CEE: Mylan is a global pharmaceutical compa-ny with Mylan’s European Global Business Services (GBS) Center ocated in Buda-pest. The GBS Budapest team supports transactional services performed by our company’s Finance, Human Relations and Information Technology functions. We are growing our team in Budapest and currently employ approximately 70 employees – 85% of whom are focused on Finance activities and the rest are fo-cused on Human Relations activities.

How did Mylan decide on Budapest? The European GBS Center in Budapest is one of several GBS centers at Mylan. We also have centers in Hyderabad, India, Morgantown, West Virginia, and Canons-burg, Pennsylvania. Budapest was chosen as the location for our European center due to its central location to our compa-ny’s operations in the region. Budapest also is renowned for being unconventional and innovative, which are core character-istics of Mylan. Further, Budapest is high-ly regarded as a regional hub for shared services professionals, many of whom are fluent in multiple languages. This is critical to supporting a global company.

How will your business change in the next 2-3 years? Mylan’s GBS function was established in mid-2014, and our European GBS Cen-ter opened in October 2015. Since that time, we’ve primarily focused on building our team, optimizing our existing process-es and establishing our professional en-

vironment. The next two to three years will be about building upon the base we’ve established, growing our team, expanding the services we provide and driving even greater efficiencies in how we operate.

Our team is a captive shared services organization – we support only My-lan. We have a strong global operations team that we rely on to drive efficiencies across our entire organization.

Specific advice to other firms considering setting up SSC/BPO operations in CEE:When determining a location for a shared services center, it’s important to really get to know the area, its culture and its people. Make sure you work closely with your local government and maintain a good relationship with them. Choose the right leaders to set up your new organization.

At times, it can be beneficial to bring in external support when you are first standing up your shared services orga-nization. Additional support can be used to help cover the temporary increased workload in areas such as project and

migration management during the imple-mentation phase. Contractors also can help support some of the daily opera-tional work for a fixed time period while a process is being stabilized. Interns and student workers can be another great way to augment your staff.Biggest positive surprises (and biggest negative surprises) about setting up or operating SSC centre in CEE:For me, the biggest positive surprise was seeing how developed the CEE region is in terms of technology, real estate and other aspects of the economy. On the other hand, I think there is a huge oppor-tunity for people outside of the region to better understand the opportunities and career paths available in the shared services industry here in Budapest.

Specific cost savings that your firm has achieved.As you know, the goal of any shared ser-vice organization is to improve services while reducing overhead costs. One area where we’ve realized significant cost sav-ings is derived from the location of our European shared service center. The rel-atively low costs to operate here is one of the many reasons why Budapest is such a popular shared services hub with-in Europe.

Another factor that drives cost sav-ings and efficiency is the process-oriented mindset that is typical in a shared services environment. Even though we’re a young shared services team, we now support more than 20 significant global processes across Finance, HR and Information Tech-nology, such as Accounts Payable, Appli-cation Support and Talent Administration. Gabriella Kokai has been working in shared services for more than 10 years. I built my career from being a call center agent to director level through various roles, such as implementation trainer, project manager and operations manager. My main focus area is Human Relations, but I also have experience working within Finance and Supply Chain.



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SSC Mylan European GBS Center Global HQ: USA

Year started: 2015

Number of employees: 75Services offered: SSC for this large generics and special-

ist pharmaceutical firm: F&A, HR

Contact: Gabriella Kokai, Director, European HR

Shared Services at Mylan

SSC Nalco Hungary BSSC (Ecolab)tel.: + 36-1-880-5610; +36 1 880 5601

Year started: 2006


Services offered: BSSC is a Centre of Excellence for

Order to Cash and Procure to Pay services for

Ecolab

Contact: Gabor Masat, Director, SSC

Nokia Networkstel.: +36-20-9777-797

Year started: 2006


Services offered: Technology centre in Budapest

NXPGlobal HQ: Netherlands

tel.: +36 1 382 1900

Year started: 2005

Number of employees: 110Services offered: customer service,

supply chain management

Pactera Development CenterYear started: 2014

Services offered: BPO/ITO: IT services, R&D servic-

es, and BPO services. Its IT services include

consulting and packaged software services (CPS

services), and application development, testing

and maintenance services for custom applica-

tions (ADM services).

Contact: Antonio Montomoli, GM

Photel Zrt.tel.: 36305632322, 3614535300

Year started: 2006



Telemarketing

Contact: Zsolt Lakatos, CEO

Process SolutionsGlobal HQ: Hungary

tel.: +361-451-7100

Year started: 2002


Services offered: payroll, accounting, business

administration

Contact:

Manager’s Profile

Zsuzsanna GombkötőCEO MVM CONTO Financial and Accounting Service Centre Ltd. (Hungary) Parent Company: MVM Hungarian Electricity Ltd., Budapest, Hungary

Please provide a few comments about what your company. The main function of MVM CONTO Financial and Accounting Service Centre Ltd., a subsidiary owned 100% by MVM Ltd., is to provide financial, accounting and HR administration services for the companies of the MVM Group, which we have done since 2007.

How has your business changed in CEE over the last 2-3 years? And what do you foresee in the next 2-3 years?MVM CONTO Ltd. has developed con-stantly during the last two-three years. It has assisted the introduction of a new version of a single, transparent, modern enterprise resource planning system, covering the entire corporate group. SAP 6.0 has started live operation in 2013, in order to improve the transpar-ency of processes and to optimise costs. In the same year, in an effort coordinated by MVM CONTO, the corporate group introduced the unified management of invoices issued by vendors in the SAP VIM (Vendor Invoice Management) sys-tem. In 2015 the first workflow system of the HR service field has been intro-

duced, which improved the security of data flow between the Service Centre and its clients, also ensuring that the data supplies of the clients are logged, can be retrieved and checked rapidly.

Six months ago we launched a new service package under the summary name “Creating transfer pricing docu-mentation”. This means the creation of a new service package, which (based on demand) can include the survey of the contracts, the creation of transfer pricing documentation, as well as targeted data-base research.

For the 2016-2020 period, MVM CONTO Ltd. established a strategy which transforms the Service Centre, in order to become suitable for providing an extended range of services, providing a higher added value, to a wider range of clients, thus implementing the vision of MVM KONTÓ:“2020 Professional SSC,

with the MVM Group being one of its largest Clients”.

Employee Issues. The Company has a headcount of 150, which has not changed significantly in the past two years. A significant change is expected in 2016, when the headcount is expected to increase by 175. In the following year, 2017, we reckon with an additional staff of 70, thus our headcount will reach 395 in 2018.’ Biggest positive surprises (and biggest negative surprises) about setting up or operating SSC centre in CEE. The price/value ratio is high in Hungary, considering that fact that European val-ues and work ethics are present at an ap-propriate cost level. In Hungary currently the rapid changes of regulations and the laws on local taxation pose a major chal-lenge.

As Controlling Director at the Wallis Group, Zsuzsa Gombkötő directed the involvement of 160 com-panies in a controlling system and performed the du-ties of Business Director and Managing Director at certain Wallis subsidiaries, such as Business Director of the solar cell factory Dunasolar and Managing Director of the IT company Navigátor. She worked on real estate projects like the Corvin promenade as Business Director of the Futureal Group for two years. She joined MVM Group in November 2007 to direct the accounting functions. She has been performing the CEO’s duties at MVM CONTO Ltd. since December 2010. Contacts: [email protected]

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Andras Szalai

SSC Roche SSC BudapestGlobal HQ: Switzerland

tel.: 36 1 461 8900

Year started: 2006


Services offered: SSC: Finance, HR

SSC SAP Global Support CenterYear started: 2005


Services offered: SSC: supporting services mainly to

European SAP clients and SAP division and

daughter companies.

Sapa Shared Servicestel.: +36 1 287 8109

Contact: Tamás Szabó, Global Business & Financial

Controller

Sykes Hungarytel.: 36 1 382 1000

Year started: 1999


Services offered: BPO: F&A, Call-centre.

Systemax Business ServicesGlobal HQ: USA

Year started: 2013


Services offered: IT, HR, marketing, finance, sales

Contact: Tamas Tiborcz, Systemax Finance Operations

Director

SSC T-SystemsGlobal HQ: Germany

tel.: +361-452-1400, :+36 1 470 6400

Year started: 2005

Services offered: SSC: F&A. Owned by Magyar Telekom.

Contact: Tibor Rékasi , CEO

Tata Consultancy ServicesGlobal HQ: India

Year started: 2001


Services offered: BPO: Data analytics, logistics/supply

chain, customer support, F&A

Contact: Prabal Datta, General Manager and Delivery

Center Head

Transcomtel.: 36 1 336 5000

Year started: 2004


Services offered: BPO: customer support, call center.

In addition to the Operations area, Budapest

is also one of Transcom’s global IT Support

centers.

Contact:

Gordon Camenzuli, Operations Manager

UCMS Grouptel.: +36-20-77-55-888

Year started: 1995


Services offered: BPO: Accounting, Payroll, HR

Contact: Kakuk Bela , CEO

SSC UNHCRtel.: 36 1 336 3060

Year started: 2008


Services offered: SSC: F&A, supply management. The

center in Budapest operates as the most impor-

tant administration unit of UNHCR in Europe

and provides financial and accounting, payroll,

HR, logistics and communication services to the

organization.

UNICEF Global SSCYear started: 2015

Number of employees: planned 300

Services offered: The Global Shared Services Centre

will serve the entire organization, employ-

ing over 300 staff and operating in multiple

languages. It will deliver a range of administra-

tive services to all UNICEF offices, including

payments and invoice processing, payroll, some

human resources functions, and the Information

Technology helpdesk.



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Contact: Mark Beatty, Global Director

Unisys Global Servicestel.: 361-801-0300

Year started: 2006


Services offered: ITO: provides outsourcing services,

system integration and consulting services, infra-

structure services, maintenance services and

high-end server technology.

Contact: Peter Paal, General Manager

Viacom International Hungary Kft.Year started: 2010


SSC Vodafone Shared Services B-pestGlobal HQ: UK

tel.: 361-882-1000

Year started: 2014


Services offered: SSC: provides finance, accounting, pay-

roll, procurement, helpdesk, technical support

IT and HR services to the European subsidiaries

of Vodafone Group.

Contact: Dénes Láng, Head of Shared Services,

Vodafone Hungary

BudaorsTetraParkGlobal HQ: Sweden

Year started: 2012

DebrecenBritish Telecomtel.: +36-8-0201-396

Year started: 2007


Services offered: Regional Center of Excellence

ConcentrixServices offered: BPO: Outsourcing contact center

SSC Flowserve Hungary Services Global HQ: USA

Year started: 2016

Services offered: Plans to open SSC in 2016: F&A in 10

languages.

Contact: Rory Carrick, Managing Director

MerlinGlobal HQ: UK


Services offered: IT Services, Customer Support,BPO

SSC National Instrumentstel.: +36 52 515 400

Year started: 2006



Contact: Alex Davern, CFO, EVP, National Instruments

NyiregyhazaSSC LegoGlobal HQ: Denmark


Services offered: SSC: IT services

SSC Raiffeisen BankGlobal HQ: Austria

Number of employees: 115Services offered: SSC: F&A, Customer Support, IT

SzékesfehérvárAlcoa Global Business Services (GBS)Global HQ: USA


Services offered: Captive: Procurement, F&A. GBS

covers European and some North-American

Financial and Administrative issues as well,

while the Central Support Services provide the

conditions of operation.

Contact: Graeme Bottger, EVP and President of Global

Business Services

Emerson Process Managementtel.: 36 22 543 600

Year started: 2010


Services offered: European Sales Center; process auto-

mation technologies,

SSC HarmanYear started: 2010


SSC Visteontel.: 36 22 530 300

Year started: 2005


Services offered: SSC: F&A, Logistics/Supply Chain,

Customer Support. Provides centralized sup-

port to the European subsidiaries of Visteon.

SSC BT Global ServicesGlobal HQ: UK

tel.: +36 1 7770600

Year started: 2001


Services offered: SSC + CoE: F&A, IT Services, HR,

Data Analytics, Customer support

Contact: Fabrice Duquesne, General Manager

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Czech RepublicPragueSSC AB InBev Business CentreGlobal HQ: Belgium

tel.: 4202-7207-8763

Year started: 2006


Services offered: SSC: Sales and transactional support

for operations across Europe. Performs

select activities within Export, Finance and

Procurement functions.

Accenture Services s.r.o.Global HQ: USA

tel.: 420221984545


Services offered: BPO: F&A, purchasing, customer

support, HR, etc.

Contact:

Ota Kulhánek, SSC Head

ADP Employer ServicesGlobal HQ: USA

tel.: +420 257 107 511

Year started: 2005


Services offered: BPO: HR and employer services.

Additional office in Plzen.

Amazon Logistics PragueContact: Pavel Ondroušek, Operations Manager

Ariba Czech s.r.o.Global HQ: USA

tel.: 420225372600

Year started: 2004


Services offered: BPO:

SSC Atlas CopcoGlobal HQ: Sweden

tel.: :+420 225 434 000

Year started: 2006

Number of employees: 75Services offered: SSC: F&A, IT, projects, purchasing

Contact: Jan Krejčí, Business Line Manager - CEE

AXA Assistance Global HQ: France

tel.: 420272099990

Year started: 1999



Brno[404]

Olomouc[102]

Chrudim[23]

Kutná Hora[21]

Okříšky

Pardubice[91]

Plzeň[171]

Česká Lípa[39]

Ostrava[316]

Rožnov pod RadhoštěmOtrokovice

[18]

PRAHA[1,238]

Population: 10,541

PragueAB InBev Business CentreAccenture Services s.r.o.ADP Employer ServicesAmazon Logistics PragueAriba Czech s.r.o.Atlas CopcoAXA Assistance BarclaysBlueLink InternationalBodycote SSCCA Technologies - Prague

Technology CenterCDK GlobalCEZ Group

Clearstream Operations Prague s.r.o. (Deutsche Borse)

CleverlanceCovidien AG, organizacni

slozkaCSCDHL IT ServiceseBayEdwards LifesciencesExpediaExxonMobil Business Support

Centre CzechiaHCL TechnologiesHoneywell International (SSC)

Icon Communication CenterInfosys BPOInternational SOS AssistanceInteroute Czech s.r.o.Jarden BSGJohnson & Johnson Global

Business ServicesLukoil Accounting & Finance

EuropeMedtronicMonsterMSD IT Global Innovation

CenterNovellOracle

Panalpina CzechPfizer Global Financial

Solutions centre Process SolutionsRegus EMEA Financial

Services CenterRR DonnelleySAP Business Services Centre

Europe s.r.oSiemens s.r.o.SITA Global ServicesTESCO Service CenterTranscom WorldwideUnicredit Group

Brno

ACER Dixons Retail SSCEdwards Group - Finance

Shared ServicesGardner DenverHoneywell Technology Solutions

IBM Global Services Delivery Centre

IMI Precision EngineeringInfosys BPO s.r.o.Lufthansa InTouch Group

Telesales

Mediclinic a.s.MonsterMotorola Solutions CZPPG Industries Czech Republic,

s.r.o.Software AG

Česká LípaJohnson Controls

Kutna HoraFoxconn

OkříškyMANN+HUMMEL

PardubiceFoxconnNonStop s.r.o

PilsenSony DADC Czech Republic

– European Service Centre

Rožnov pod RadhoštěmON Semiconductor

OtrokoviceLAPP KABEL s.r.o.

OlomoucExlService (Schneider Logistics)Salmon SoftwareSchneider Logistics

Population figures in thousands



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Barclaystel.: 420261097800

Services offered: Financial and accounting services in

European languages

BlueLink InternationalGlobal HQ: France

tel.: 420296341311

Year started: 2003



Contact: Simona Benešová, Site Manager

SSC Bodycote SSCGlobal HQ: UK

tel.: 420-2-2888-1328

Year started: 2012



Contact: Bernd Boketta, Head of SSC, Prague

SSC CA Technologies - Prague Technology CenterGlobal HQ: USA

tel.: :+420 226 205 800

Year started: 2005

Services offered: SSC Hybrid: F&A, IT, Customer sup-

port, and Inside Sales. PTC has become one of

CA\'s key offices in EMEA.

SSC CDK GlobalServices offered: SSC: IT services

SSC CEZ GroupGlobal HQ: Czech


Services offered: SSC for this large Czech energy group

Contact: Petr Podlipný , Director

SSC Clearstream Operations Prague s.r.o. (Deutsche Borse)Global HQ: Germany

tel.: 420296429111

Year started: 2008



Contact: Borries Armin, General Manager

Cleverlancetel.: 420266177166


Contact: Drotarova Zuzana, Project Manager

Covidien AG, organizacni slozkatel.: 420236073100


Services offered: Fin. operations, account. and other

strategic services for the company network in

EMEA.

SSC CSCGlobal HQ: USA

tel.: +420.234.707.211

Year started: 2006


Services offered: SSC: F&A, IT, CCC. EMEA regional

coverage

Contact: Tony Ramsden, Location Operations Manager

Prague and Erfurt Service Desk at CSC

SSC DHL IT Servicestel.: 420 288 800 000

Year started: 2004


Services offered: SSC for IT operations. Belongs to the

Global Business Services division of DP DHL

which bundles all common and non-busi-

ness-specific services and provides them at cost

and at world-class service levels to the entire

DP DHL group.

Operates a state-of-the-art data center housing

hundreds of servers.

SSC eBayYear started: 2008


Services offered: SSC: Analysis and marketing

SSC Edwards LifesciencesGlobal HQ: USA


Contact: Petr Vašek, Finance Director, EMEA

SSC ExpediaGlobal HQ: USA

tel.: 420226256800

Year started: 2014


Services offered: SSC: F&A, CSC

SSC ExxonMobil Business Support Centre CzechiaGlobal HQ: USA

tel.: 420221457000, +420 221457041

Year started: 2003


Services offered: SSC: Customer services, procurement,

credit, accounts payables

HCL TechnologiesGlobal HQ: India

Year started: 2015


Services offered: BPO (IT)

SSC Honeywell International (SSC)Global HQ: USA

tel.: 420242442111


Services offered: SSC: F&A, R&D, Supply Chain manage-

ment, customer support

Icon Communication CenterGlobal HQ: UK

tel.: 420221709201


Services offered: BPO (CCC). Also offices in Olomouc

and Brno

Contact: Helen Hickin, Managing Director

Infosys BPOServices offered: BPO

Contact: Petra Ševčíková, Operations manager

SSC International SOS AssistanceGlobal HQ: UK

tel.: 420222111111

Year started: 2009



SSC Interoute Czech s.r.o.Global HQ: UK

tel.: 420225353111

Year started: 2005


Services offered: SSC: Call center/Customer support

for European languages.

SSC Jarden BSGGlobal HQ: USA

tel.: +420 284814250

Year started: 2015


Services offered: SSC: F&A. Services nearly 30 different

Jarden affiliates operating in more than 20

countries in EMEA. Core scope is related to

transactional back-office activities in A/P, A/R,

GL, Treasury and Customer Service areas.

Contact: Daniela Pavova, SSC Manager

Johnson & Johnson Global Business ServicesGlobal HQ: USA

tel.: 420227012111


Services offered: GFS EMEA is one of 5 Johnson &

Johnson Global Financial Services organiza-

tions 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. Also have Vision Care

Accounts Payables, Invoice to Cash and Bank /

Intercompany back in house from an outsourc-

ing partner.

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Contact: Petr Jelinek, Director GFS EMEA at Johnson &

Johnson

SSC Lukoil Accounting & Finance EuropeGlobal HQ: Russia

tel.: 420-257-414-444

Services offered: SSC: F&A. Lukoil relocated this SSC

from Finland to Prague.

Contact: Petr Pruner, Director of Operations

Medtronictel.: 420236073100


Contact: Marketa Kolačkovská, Learning

&Development Manager, Customer Care &

Supply Chain

SSC MonsterGlobal HQ: USA

tel.: 420234775000




Contact: Jiri Klimas, Vice President, EU Finance and

Accounting

MSD IT Global Innovation CenterGlobal HQ: USA

tel.: 420277026000


Services offered: Center mostly employs IT specialists;

plans to hire another 100. Total investment

exceeds 30 million USD.

Contact: John Westby, AVP, IT Global Innovation Center

NovellServices offered: BPO/IT services

Contact: Maros Mihalič, Country Manager

SSC OracleGlobal HQ: USA

tel.: 420221438150

Year started: 2006



Contact: Zuzana Stihlova, Head of Marketing

SSC Panalpina CzechGlobal HQ: Germany

tel.: :+420 235 031 111

Year started: 2013



Contact: Jan Beck, Country Head of Finance

SSC Pfizer Global Financial Solutions centre Global HQ: USA

tel.: 420283004111

Year started: 2015


Services offered: SSC: F&A. The new centre currently

supports the Russian market and 9 Central and

Eastern European markets.

Contact: Mark McWalter, GFS Executive Manager

Process Solutionstel.: 420222740000


Contact: Tomas Frkal, Country Manager, Czech

SSC Regus EMEA Financial Services Centertel.: 420222191100

Year started: 2008


Services offered: SSC: F&A, HR

RR Donnelleytel.: +420-257-409-011

Contact: Soňa Houtová, HR Manager

SSC SAP Business Services Centre Europe s.r.oGlobal HQ: USA

tel.: 420257118111

Year started: 2005



Contact: Andrea Hepnerova, Global Head of Data

Management, HR at SAP & MD of SAP Business

Services

SSC Siemens s.r.o.Global HQ: Germany

tel.: 420 734265646

Year started: 2003


Services offered: SSC: F&A, HR or Payroll, Logistics/

Supply Chain, Customer Support/Call Centre/

Telemarketing

Contact: Adam Kiwalski, Head Business Shared Services

SSC SITA Global ServicesGlobal HQ: Switzerland

tel.: 420221180111

Year started: 2006


Services offered: SSC: F&A, IT, CC Gustavo Romero

Contact: Gustavo Romero, Director of Service

Operations

SSC TESCO Service CenterGlobal HQ: UK

tel.: 420272087111

Year started: 1999


Services offered: SSC: F&A, IT Services

Transcom Worldwidetel.: 420 221507811

Year started: 2006



Contact: Zbyněk Kadidlo, General Manager, Czech and

Slovakia

SSC Unicredit GroupGlobal HQ: Italy

tel.: 420221112111

Year started: 2005


Services offered: SSC: Transaction services

BrnoACER Global HQ: ROC Taiwan

tel.: 420531027777

Year started: 2005


Services offered: Call Centre: Service and support

Dixons Retail SSCtel.: 420724173085, 420543123142

Year started: 2007





Support/Call Centre/Telemarketing

Contact: Petter Frisell, GM

SSC Edwards Group - Finance Shared ServicesGlobal HQ: USA

tel.: 420776793732


Services offered: SSC: F&A, Call center

Contact: Roman Pavloušek, Global Finance SSC Head

SSC Gardner DenverGlobal HQ: USA

tel.: 420548211685, +420 725336417

Year started: 2011


Contact: Jan Pokorný, Director SSC

Honeywell Technology SolutionsServices offered: R&D center. The largest research and

innovation centre in Central Europe, working



66

Czec

h R

epub

lic

on Aircraft Technologies and Automotive

Systems

IBM Global Services Delivery Centre tel.: 420272131111

Year started: 2001


Services offered: BPO: F&A, ITO,

Contact: Vladislav Doktor, Corporate Communications

SSC IMI Precision Engineeringtel.: 420532278111



Contact: Vlasta Svitakova, HR Manager Eastern

Europe

Infosys BPO s.r.o.Global HQ: India

tel.: +420 542 212406

Year started: 2004


Services offered: BPO: Sales Order Management, F&A,

Insurance Services, Banking

Contact: Jan Skoták, Infosys BPO Regional Center Head

Lufthansa InTouch Group Telesalestel.: 420515503160, 420515503100

Year started: 2005


Services offered: BPO: Customer Support/Call Centre/

Telemarketing. Lufthansa InTouch is a world-

wide network of Lufthansa Service Centers

with headquarters in Berlin. We assist Lufthansa

customers, along with the customers of other

companies within the Lufthansa Group

Contact: Roman Tesar, MD

SSC Mediclinic a.s.tel.: 420549121548

Year started: 2008



Contact: Ondrej Merta, Marketing manager

SSC MonsterGlobal HQ: USA

tel.: 420234775000




Contact: Jiri Klimas, Vice President, EU Finance and

Accounting

SSC Motorola Solutions CZGlobal HQ: USA

tel.: +420 5 3333 6000

Year started: 2003


Services offered: SSC: F&A, CCC, repair centre

Contact: Petr Spinar, Country Manager, Czech Republic

SSC PPG Industries Czech Republic, s.r.o.Global HQ: USA

tel.: 420371791081, :+420 543 552 111

Year started: 2005



Contact: Eva Drgacova, HR

SSC Software AGGlobal HQ: Germany

tel.: 420543524666


Services offered: SSC: IT and F&A. In Germany, IDS

Scheer is among the top 10 IT service providers.

SSC TESCO Service CenterGlobal HQ: UK

tel.: 420272087111

Year started: 1999


Services offered: SSC: F&A, IT Services

Ceska LipaSSC Johnson Controlstel.: +420 567 322 883-5


Services offered: SSC: F&A, HR, IT services in European

languages

Kutna HoraSSC Foxconntel.: 420466057200

Year started: 2006



Contact: Jitka Kratochvílová , HR Director EMEA

OkříškySSC MANN+HUMMEL Service s. r. o.tel.: 420568898135, 420568898181

Year started: 2007




Management, R&D, Pension/Investment fund

Accounting/Admin. The MANN+HUMMEL

Shared Service Centre provides services for

the other branches of the MANN+HUMMEL

Group.

Contact: Richard Auer, Managing Director & Vice

President

OlomoucSSC ExlService (Schneider Logistics)tel.: 420585577111


Services offered: SSC (fin/acc/CCC)

Salmon Softwaretel.: 420775995661

Contact: Gary Thomas, Managing Director

Schneider Logisticstel.: 420281088111


Services offered: Financial and accounting services

67



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OstravaCGI IT CzechYear started: 2015

Services offered: BPO: IT services

ComDataGlobal HQ: Italy

Year started: 2012


Services offered: Call centre, especially focused on tele-

com sector, in particular for Vodafone Czech

GE MoneyGlobal HQ: USA

Year started: 2006



OKIN Business Process ServicesGlobal HQ: Czech

tel.: 420724614658


Services offered: BPO: Order processing and man-

agement, Invoicing, Technical support and

supervision, Customer support, Customer

Support Centre

Contact: Martina Němcová, Director of Operations

Stora Enso Wood ProductsGlobal HQ: Finland


Services offered: ITO: IT services and software

development

TietoGlobal HQ: Finland

tel.: 420597159900

Year started: 2004


Services offered: BPO: IT development and customer

support

Contact: Petr Lukasik, VP, MD Tieto Czech

OtrokoviceSSC LAPP KABEL s.r.o.Global HQ: Germany

tel.: 420573501000, 420 573 501 011


Services offered: SSC: F&A. Lapp Systems GmbH is

owned by the Lapp Group specialising in cus-

tomised cable and line system assemblies.

PardubiceSSC Foxconntel.: 420466057200

Year started: 2006



Contact: Jitka Kratochvílová , HR Director EMEA

NonStop s.r.otel.: 420466266720


Services offered: BPO: Recruitment and training

Contact: Kevin Smith , Founder

PilsenSSC Sony DADC Czech Republic - European Service CentreGlobal HQ: Japan

tel.: 420-377-169-240

Services offered: SSC: F&A, procurement, call centre

Roznov p/RadhostemSSC ON Semiconductortel.: 420571753111


Services offered: SSC (F&A, supply mng, logistics, HR)

and Design center ( Computing, Consumer,

Power Supply, LED Lighting, Portable)



68

Slov

akia

SlovakiaBratislavaAccenture ServicesGlobal HQ: UK

tel.: 421-2-59290290

Year started: 1992


Services offered: Technical Support & Centre for

Technology Solutions

Contact: Peter Škodný, Country Managing Director

SSC Achilles Information SlovakiaGlobal HQ: UK

tel.: +421-2-54640770



Contact: Lucya Kovacikova, site manager

Air DispatchGlobal HQ: UK

Services offered: Air Dispatch CLC opened a central-

ised load control (CLC) centre in January 2016.

The company is the world’s leading provider of

specialist load control services to airlines.

Contact: Nick Yeadon, Managing Director, Air Dispatch

CLC

SSC Allianz Business ServicesGlobal HQ: Germany

tel.: +421 2 6929 4442

Year started: 2006


Services offered: SSC for Finance, IT

Contact: Sven Rossbach

AmazonGlobal HQ: USA

tel.: 421-2-32324012

Year started: 2011


Services offered: Technical Helpdesk & Service Support

Contact: Amanda King

SSC AT&T Global Network Services SlovakiaGlobal HQ: USA

tel.: 421-2-69257211

Year started: 1999


Services offered: CC for Sales, Technical Support,

Customer Service, SSC for Finance, Accounting,

Billing

Contact: Gabriel Galgoci

Austrian Airlines SSCGlobal HQ: Austria

tel.: 421-2-49402100

Contact: Peter Polak, Country Manager

SSC BASFGlobal HQ: Germany

tel.: 421-2-58266111

Year started: 1993


Services offered: SSC for Accounting, IT, HR

Contact:

Banská Bystrica [79]

Nové Mesto nad Váhom[21]

Považská Bystrica[42]

Žilina[81]

Piešťany[30]Trnava

[66]

Senica[20]

Nové Zámky[42]

Nitra[90]

Košice[233]Gemerska Horka

[1.3]

BRATISLAVA [433]

Population: 5,421

BratislavaBratislavaAccenture ServicesAchilles Information SlovakiaAir DispatchAllianz Business ServicesAmazonAT&T Global Network Services

SlovakiaAustrian Airlines SSC

BASFDELL European Business CentreDeutsche Telekom SSCDuPont Slovakia (Danisco Slovakia)Emerson Network PowerFaurecia Slovakia SSCFirst DataGeodis Calberson Slovensko

Global BlueHenkelHewlett-Packard SlovakiaIBM (ISC) ING Global Services and Operations,

BratislavaJohnson Controls International

Bratislava

KONELENOVO European Global Supply

Chain CentreMondelez European Business Services

CentreO2 Business ServicesOrange Business ServicesPWC Shared Services Centre

Quintiles SlovakiaSiemens PSE s.r.o., SlovakiaSutherland Global ServicesSwissRe Business ServicesWMD CEE s.r.o.Yanfeng Automotive InteriorsZurich Insurance Company SSC

Banská BystricaO2 TelefonicaOrange Business Services Kosice

AT&T Global Network Services SlovakiaEmbracoHolcim Business ServicesT-Systems Slovakia

NitraINS DataInsDataOsram

PiešťanyON Semiconductor

Nové ZámkyOsram

SenicaMaccaferi Central Europe

TrnavaPeikko Business Shared ServicesZF

Považská BystricaDanfoss Power Solutions a.s.

ZilinaSchae�er Slovensko

Gemerska HorkaSCA Hygiene Products Slovakia


69



Slov

akia

Edita Hippova, Managing Director

DELL European Business CentreGlobal HQ: USA

tel.: 421-2-57508040

Year started: 2001


Services offered: Finance, Accounting, Marketing, Sales,

Technical Support, Customer Service

Contact: Silvia Jelenikova, Co-Site Lead of Dell GBC &

HR Director CEE Region

SSC Deutsche Telekom SSCGlobal HQ: Germany

tel.: 421-2-55640130

Year started: 2009


Services offered: SSC: Telecom Support

Contact: Sven Erdmann, General Director

DuPont Slovakia (Danisco Slovakia)tel.: 421-2 32252200


Emerson Network PowerGlobal HQ: USA

Year started: 2004


Services offered: Technical Helpdesk

Faurecia Slovakia SSCGlobal HQ: France

tel.: 421-2-68286469

Contact: Daniel Placek , Country Manaager

First DataGlobal HQ: USA

Year started: 1994


Services offered: IT Services

Geodis Calberson SlovenskoGlobal HQ: France

tel.: +421 2 4025 5111

Number of employees: 75Contact: Nicolas Mialon, General Manager

Global BlueGlobal HQ: Switzerland

tel.: 421232222514


SSC HenkelGlobal HQ: Germany

tel.: 421-2-50246111

Year started: 1991


Services offered: SSC for Accounting

Contact:

Christian Schulz , Head of SSC

Hewlett-Packard SlovakiaGlobal HQ: USA

tel.: 421-2-57525111

Year started: 2000


Services offered: Hardware B2B Support, Application

Management

Contact: Martin Sura

IBM (ISC)Global HQ: USA

tel.: 421-2-49541111

Year started: 1992


Services offered: Accounting, Financing, B2B Support,

Customer Service

Contact: Branislav Sebo, CGM IBM Czech republic,

Central EBU Leader

ING Global Services and Operations, BratislavaGlobal HQ: Netherlands

tel.: 421-2-59346498

Contact: Gyorgy Orlov, General Manager

SSC Johnson Controls International BratislavaGlobal HQ: USA

tel.: 421-2-57271111

Year started: 2004


Services offered: SSC: Finance, Accounting, HR, IT, Sales

Contact: Kristina Drobcova, Global Director

Procurement Finance

SSC KONEGlobal HQ: Finland

tel.: 421-2-59221010

Year started: 2004


Services offered: SSC: Accounting, Finance

Contact: Poelmans Jean Marc, VP Shared Services

LENOVO European Global Supply Chain CentreGlobal HQ: China

tel.: 421-2-68688001

Year started: 2005


Services offered: Customer, Technical Assistance Centre

Contact: Breffni O\'Donovan, Lenovo Bratislava Site

Leader and Executive Director of EMEA

Customer Fulfillment

SSC Mondelez European Business Services CentreGlobal HQ: USA

tel.: 421-2-49401104

Year started: 2004


Services offered: SSC: Accounting, Financial Services

Contact: Victor Susman, Global Operations Leader -

Employee and Finance Services

O2 Business ServicesGlobal HQ: Spain

tel.: 421 2 2211 2212, 421 2 2211 2211

Services offered: Telecoms

Orange Business ServicesGlobal HQ: France

tel.: 421-2-38190684

Year started: 1996


Services offered: Customer Service Call Centre

Contact: Dana Prekopova, Head Customer Services

and Operations Europe

SSC PWC Shared Services CentreGlobal HQ: UK

tel.: 421904941500

Number of employees: 75Services offered: SSC/Captive for PWC

Contact: Adriana Jonasova, SSC Head

Quintiles SlovakiaGlobal HQ: USA

tel.: +421 2 68 201 611

Services offered: providing expert clinical services and

innovative solutions for pharmaceutical com-

panies, Our office houses highly trained clinical

monitors.

Siemens PSE s.r.o., SlovakiaGlobal HQ: Germany

tel.: 421-2-59704701

Year started: 1993


Services offered: IT Solutions, Technical Support

Contact: Miroslav Uríček, CEO

Sutherland Global ServicesGlobal HQ: USA

Services offered: 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.

SSC SwissRe Business ServicesGlobal HQ: Switzerland

tel.: +421 2 5831 5400

Year started: 2006



70

Slov

akia


Services offered: SSC: Finance, IT

Contact: Peter Hämmerli, Head Global Services

Delivery at Swiss Re

WMD CEE s.r.o.Global HQ: Germany

tel.: +421 2 37700940

Year started: 2016

Services offered: coordination of WMD sales activities

and offer support in projects in the area

Contact: Sven Rossbach, Managing Director

SSC Yanfeng Automotive InteriorsGlobal HQ: China

tel.: 421248298111


Services offered: SSC: F&A. On July 2, 2015 the

Interiors product group of Johnson Controls’

Automotive Experience business unit became

part of the joint venture company Yanfeng

Automotive Interiors

Zurich Insurance Company SSCGlobal HQ: Switzerland


Services offered: Zurich Captive Slovakian branch sup-

ports functional service delivery leaders to sup-

port delivery of compliant Business Operations

and local compliance to Zurich Management

Banská BystricaO2 TelefonicaGlobal HQ: Czech

tel.: 421-2-62020100

Year started: 2002


Services offered: Customer Service Call centre

Orange Business ServicesGlobal HQ: France

tel.: 421-2-38190684

Year started: 1996


Services offered: Customer Service Call Centre

Contact: Dana Prekopova, Head Customer Services

and Operations Europe

Gemerska HorkaSCA Hygiene Products SlovakiaGlobal HQ: Sweden

tel.: 421 5 87860200


Contact: Vladimír Veselý , Country Manager

KosiceSSC AT&T Global Network Services SlovakiaGlobal HQ: USA

tel.: 421-2-69257211

Year started: 1999


Services offered: CC for Sales, Technical Support,

Customer Service, SSC for Finance, Accounting,

Billing

Contact: Gabriel Galgoci

EmbracoGlobal HQ: Brazil


Holcim Business ServicesGlobal HQ: Switzerland

tel.: 421911051078

Number of employees: 75Services offered: supporting Holcim’s CEE cluster with

Book to Report (B2R), Order to Cash (O2C)

and HR Management (HRM) services.

Contact: Laszlo Mocsy, Head of SSC

T-Systems SlovakiaGlobal HQ: Germany

tel.: +421 55/785 35 66

Year started: 2006

71



Slov

akia


Services offered: Within the Deutsche Telekom group,

the Slovak company offers services as an

outsourcer, specializing in corporate clientele in

Germany, in the European Union and further

across the globe.

Contact: Daniel Giebel, Managing Director

NitraINS DataGlobal HQ: Austria

tel.: 421 3 77760100

Services offered: InsData is a subsidiary of the Austrian

insurance concern UNIQA Group Austria. The

firm is divided into Software Service (SWS),

Cross-Border Service (CBS) and Back Office

Service (BOS) Section. The SWS Section de-

velops and maintains software for commercial

insurance companies belonging to the UNIQA

group.

Contact: Reinhard Böck, executive officer, Head of

Cross-Border Service

InsDataGlobal HQ: Austria

tel.: 421-3-77760111

Year started: 1996


Services offered: The firm is divided into Software

Service (SWS), Cross-Border Service (CBS)

and Back Office Service (BOS) Section.

OsramGlobal HQ: Germany

tel.: 00421 (0)35 / 6464111

Contact: Roman Slobodnik

Nové ZámkyOsramGlobal HQ: Germany

tel.: 00421 (0)35 / 6464111

Contact: Roman Slobodnik

PiešťanyON SemiconductorGlobal HQ: USA

Year started: 1998


Services offered: EMEA & AMR Customers Service

Centre

Považská BystricaDanfoss Power Solutions a.s.tel.: 421424301108, 421424301111

Year started: 1995



Development, R&D

Contact: Jaroslav Sedivy, General Manager

SenicaMaccaferi Central EuropeGlobal HQ: Italy

tel.: +421 2 20 24 00 56

Services offered: 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.

Contact: Antonio Canfora, Managing Director

TrnavaSSC Peikko Business Shared ServicesGlobal HQ: Finland

tel.: 421-3-13212133


Contact: Livia Madaraszova, Director, Shared Services

ZFGlobal HQ: Germany

tel.: +421 33 5959 111

ZilinaSchaeffler SlovenskoGlobal HQ: Germany

tel.: +421 4 14205911




72

Rom

ania

RomaniaBucharestADP Centre of ExcellenceYear started: 2014


Services offered: BPO: HR and Payroll. The Bucharest

\"center of excellence\" supports clients using

ADP\'s human capital management solutions,

including access to scalable, highly standardized

services

Contact: TC Kong, Vice President and General Manager

Atalian Global Servicestel.: +36 1 887 3890

Contact: Vincent Vallois, Strategic Development

Director - EMEA

SSC Bombardier Shared Services Centertel.: +40 21 403 44 25


Contact: Eva Elges, Managing Director

SSC Carestream - EAMER Shared Service Centertel.: +402-1539-7100



Contact: Adriana Raducu, office.bucharest@carestream.

com

Computer Generated Solutions, Inc. (CGS)tel.: +40-21-527-0000


Contact: Luiza Grigore, Marketing & PR Manager

Conectystel.: 40312212636, UK +4 480 009 88308; US +1 877

358 9995, EU +32 929 80111

Year started: 2004

Number of employees: projected >700 YE 2017


Telemarketing. Conectys is an outsourcing trail-

blazer providing international scale to challenger

brands and blue-chip companies - 35 languages,

24/7, 5 global locations + Work From Home

staff, 10 industry awards.

Contact: Arnold Cobbaert, CEO

SSC DB Global Technology CenterYear started: 2014

Cluj-Napoca[325]

Sibiu[155]

Iași[309]

Suceava[106]

Timișoara[320]

BUCHAREST[1,950]

IasiAmazon Development Center RomaniaCapgeminiE.On ServiciiNess Iasi Technology Innovation CenterXerox Services EuropeXL World

TimișoaraAlcatel LucentBosch Communications CenterContinental AutomotiveWipro Technologies RomaniaAccentureAriston Thermo Romania SRLHoneywellSchneider Electric

ClujBombardier Transportation

Shared Services Romania S.R.L.EmersonGenpactO�ce Depot Service Center S.R.L.

Population: 19,600


ADP Centre of ExcellenceAtalian Global ServicesBombardier Shared Services

CenterCarestream - EAMER Shared

Service CenterComputer Generated Solutions,

Inc. (CGS)Conectys

DB Global Technology CenterDB SchenkerDeutsche Telekom Business

Services SRLEricsson - Global Services CentreGlobal Remote ServicesHP GeBOCIBM Global Business ServicesKelloggs

Mellon RomaniaOMV Petrom S.A. - Petrom

SolutionsOMV Solutions GmbHOracleProcter & Gamble GBSS&T RomaniaSociete Generale European

Business Services

SoftvisionStefaniniTeleperformanceTELUS InternationalUCMS Group RomaniaVodafone Shared ServicesWalter ServicesWipro Technologies RomaniaWNS Global Services

Bucharest



74

Rom

ania

Services offered: SSC: Centre develops advanced tech-

nology solutions for several of DB\'s activities.

DB SchenkerGlobal HQ: Romania

tel.: +40 31 6303 – 115

Contact: Mateen Memon, GM

SSC Deutsche Telekom Business Services SRLServices offered: SSC

Contact: Nikolai Beckers

Ericsson - Global Services CentreGlobal HQ: Romania

tel.: +40 21 4015 152

Contact: Liam Coffey, Head of GSC Romania

Global Remote ServicesGlobal HQ: Italy

tel.: 40741179233, +40-215.280.482

Year started: 2004



Telemarketing. Broad range of multilingual and

multi-channel contact centres and back office

services delivered to main brands across Europe

Contact: Paolo Marcattilj, Director UK / Shareholder

SSC HP GeBOCYear started: 2005



Contact: Andreea Miha..., Knowledge Manager

SSC IBM Global Business Servicestel.: 40214054268

Manager’s Profile

Viorel-Constantin CucuRegional Facilities Manager for Eastern Europe Misys International Financial Systems (Bucharest-Romania) Parent Company: Misys, with HQ in UK.

What is Misys doing in Romania?We provide the broadest, deepest port-folio of financial services software on the market. Our solutions cover retail and corporate banking, lending, treasury, capital markets, investment management and enterprise risk - with more than 2,000 customers across 130 countries.

Explain why your company set up operations in Romania: Misys R&D centers are established in dif-ferent CEE Europe cities for specific prod-ucts: in Bucharest, Warsaw, Krakow and Gdynia, Budapest and Miskolc, Moscow, Athens, and Istanbul. In Budapest we are developing Digital Channels, Capital Mar-kets in Bucharest and so on. Poland is also a very important R&D operation, especially in Gdynia office. All these locations are on a positive growth trend due to high availabili-ty of various foreign language speakers, high number of college students and graduates, lower costs of employment than in West-ern Europe and last but not least high-qual-ity of the software produced.

How has your business changed and what do you foresee in the next 2-3 years?Misys has been present in Bucharest since 2006. As the company continues to grow business in Romania, the office premises have steadily expanded from 2,200 square meters (in 2013) to the current level of 6,500 square meters. The continued ex-pansion led to this new real estate transac-

tion, done in March 2016, for about 8,000 square meters in a modern office building still under construction, with a total lease agreement of 10 years.

The same expansion situations have been encountered in Gdynia and Buda-pest where expansions are forecasted for the following 2-3 years.

Do you provide external services to unrelated companies? We do not provide yet external services to unrelated companies for the moment but we do have in Bucharest an SSC for internal HR services and a Service Desk for internal IS.

3 specific bits of advice to other firms considering setting up SSC/BPO operations in CEE:• Multi-language capability of the staff

(for example in Bucharest you can find SSC teams with up tp 24 languag-es spoken);

• The mix of high technical skills plus language skills;

• Legislation is more and more harmo-nized with the EU laws, encouraging large investors and international compa-nies, accelerating your start-up and even reducing your implementation costs.

What are your personal observations/opinions about employees skills and capabilities – and how is the benefits landscape changing.When I joined Misys in 2013, our staff was just a little above 200 persons in Bucharest office. Now we are about 600 persons and continue to grow in the same rate. I do believe that the large professional pool of local talents contributed a lot to this. In Bucharest you can easily find professional qualified technical staff and experienced managers and even highly educated lead-ers which can make a difference in busi-ness. Another factor was the openness of the Board who spotted immediately the other advantages of this location.

Biggest positive surprises about setting up or operating SSC centre:The biggest positive surprise for me is the increasing number of SSCs in Roma-nia and in CEE in general and the over-all excellent feedback received about their growing operations. Improvements needed in attracting EU funds in order to create more jobs locally.

More than 19 years experience in Real Estate, Property and Facilities Management in multicultural and international companies (e.g. Philip Morris, British Embassy, Vodafone Romania, Misys). Professional economic studies and Management degree issued by the Romanian-American University and Academy of Economic Studies in Bucharest Romania. Turning 44 in May this year, married over 20 years, proud father of one daughter. 40 0725 234 685, [email protected]

75



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Contact: Hary Olaru, Romania, CE&Baltic Delivery

KelloggsYear started: 2015

Mellon Romaniatel.: + 4 021 408 88 88

SSC OMV Petrom S.A. - Petrom SolutionsServices offered: SSC

Contact: Oana Andreea Bucur (Pelea), Process

&Commercial

SSC OMV Solutions GmbHtel.: +40 21 866 204


Contact: Christian Benda, SSC Manager

SSC Oracletel.: 40213039639


Contact: Sorin Mandrutescu, General manager

SSC Procter & Gamble GBSServices offered: SSC,

Contact:

Florin Nastase, Procurement Operation

Leader

S&T Romaniatel.: +40 21 208 5800

Contact: Mircea Neagu, Country Manager

SSC Societe Generale European Business ServicesNumber of employees: 150+


Contact: Paun Dorina, Director, Transition and

Optimisation

Softvisiontel.: 40364401400


Contact: George Stan, Director General ...

StefaniniNumber of employees: 1000+


Contact: Andreea Stanescu, Operations Director

Europe

Teleperformancetel.: 40214010800


Contact:

Edmona Popescu, CEO

TELUS Internationaltel.: 40743027006, 40741063174

Year started: 2007 in Romania

Number of employees: 1,000 locally and 20,000 globally



Contact: Gregoire Vigroux, Marketing Director

UCMS Group RomaniaServices offered: BPO

Contact: Eliza Dirnu, Marketing Content Executive

Vodafone Shared ServicesYear started: 2014

Walter ServicesYear started: 2007


Contact: Mihai Ilie-Goga, General Manager

Wipro Technologies Romaniatel.: +40-312-261-300, +402 131 181 10

Services offered: ABSL

Contact: Vivek Bakshi, Head, International Operations

(Europe)

Manager’s Profile

Bogdan Pelinescu

Managing DirectorLuxoft Professional Romania, Bucharest (Romania) Parent Company: Luxoft, Zug (Switzerland)

Please provide a few sentences about what your company is doing in CEE.Luxoft is a top quality IT service provider of high-end business solutions to clients across the globe,with deep domain ex-pertise in the finance, telecom, energy, automotive, travel and aviation indus-tries. Luxoft Romania team is growing by up to 500 IT specialists per year in order to comply with the strategic directions which supply IT services for the telecom, financial and automotive sectors. Taking over ITC Networks in 2008, Luxoft Ro-mania positions itself as a major delivery center inside the group, designing high end solutions to address complex busi-ness needs for our clients in the most

relevant verticals, such as Automotive, Financial and Telecom. Explain why your company set up op-erations in Romania:• Nearshore Europe• Low country risks• Attractive cost• Scalable labor pool• Good educational base with high avail-

ability of talent

How has your business changed in CEE over the last 2-3 years? We successfully registered a healthy and sustainable development of our compa-ny. The financial and automotive projects had the most significant evolution, an up-ward trend, which we expect to contin-ue this year.

Employee Issues.In 2015, we posted a 40% increase in the number of employees. Presently Luxoft Romania has over 1600 employees and continues to grow.

Bogdan Pelinescu has been the Managing Director of Luxoft Professional Romania since 2011. He has over 14 years of software engineering experience, five of them in senior management roles. Bogdan started his career in 1997 and joined Luxoft in 2008 with the acquisition of ITC Networks. Bogdan holds a Bachelor of Science degree in Computer Science from the Polytechnic University in Bucharest and a PhD in Economics from INCE, Romanian Academy. Contacts: [email protected], +4021.203.66.07



76

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ania

WNS Global ServicesServices offered: BPO

Contact: Akexandra Litu..., Sr.Group Manager

ClujBOMBARDIER TRANSPORTATION SHARED SERVICES ROMANIA S.R.L.tel.: 40212536720


Contact: Eva Elges, Managing Director

SSC EMERSONtel.: +40 (364) 731000

Year started: 2006



Contact: Calin Banciu, General Manager

Genpacttel.: 0372.066.066, 0372.066.973


Contact: Monica Bristena, Recrutment&Employer

Branding

SSC Office Depot Service Center S.R.L.tel.: +40 (0) 364 711 521

Year started: 2007



Contact: Giulio Medda, Director Share Service Center

Europe

IasiSSC Amazon Development Center Romaniatel.: (4023)2406518

Year started: 2005


Contact: Lucian Vornicu, Managing Director Amazon

Development Center

CapgeminiYear started: 2009


SSC E.On ServiciiServices offered: SSC: E.ON Servicii is the Shared

Service Company for all E.ON companies in

Romania,

Contact: Ana-Maria Matei, General Director

Ness Iasi Technology Innovation Centertel.: 40372805800

Contact: Stefan Rusu, Chief Delivery Officer

Xerox Services Europetel.: (4021)303-3500


Services offered: BPO: Xerox is offering document

management services, as well as IT operations

and business processes externalization for its

clients.

Contact: Gabriel Pantelimon, General Manager

XL Worldtel.: 40232206317

Year started: 2003

Services offered: ITO and software development

TimisoaraSSC Alcatel Lucenttel.: 40256303100

Services offered: SSC/BPO hybrid

Contact: Florin Petolea

SSC Bosch Communications Centertel.: +4025-620-0000


Contact: Armen Stepanyan, Process Improvement

SSC Continental Automotivetel.: 40-256-25-15-05


Contact: Alina Bratu, Public Relations Officer

Wipro Technologies RomaniaServices offered: BPO

Contact: Vivek Bakshi, General Manager - International

Operations (Europe)

Accenturetel.: (4037) 228 - 6000

Services offered: ABSL

Contact: Sergiu Borulea, Country Manager

SSC Ariston Thermo Romania SRLServices offered: SSC

Contact: Simona Vasilescu, General Manager

SSC HoneywellServices offered: SSC

Contact: Mircea Tarta-Arsene, Managing

Director,GES Business Leader

SSC Schneider ElectricServices offered: SSC

Contact: Beatrice Romascanu, Financial Controller

77



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a

LithuaniaVilniusAdformGlobal HQ: Denmark

Year started: 2006


Services offered: IT - Digital Advertising software

AffectoGlobal HQ: Finland

tel.: 370 5 212 3712

Year started: 1991


Services offered: HR, Supply Chain Management, F&A,

Customer Support

Contact:

Karolis Baltrušaitis, CEO

SSC AhlstromGlobal HQ: Finland

tel.: +370 626 38991

Year started: 2014


Services offered: SSC: F&A, customer suppport

AdformA�ectoAhlstromAIGAteaBarclays Technology Centre

LimitedCITCO VilniusCognizant Technology Solutions

Lithuania

Computer Sciences Corporation (CSC)

CowiCSC TelecomCSD EngineersDanske Global Services

LithuaniaDanske Group IT Lithuania

(DGITL)Euromonitor International

EYHPIBM LithuaniaInwido SupportLeinonen LithuaniaLindor�MarkMonitorMatrix Software BalticNasdaqNielsen & Nielsen

OpusCapita AccountingPandaConnectParoc Oy AbPWCRevel SystemsRold& PartnerSEB Shared Service Center,

LithuaniaSinectraStudio Moderna

Swedbank Global ServicesTeleperformanceThule Operations Center

(Skandia)TietoTranscom WorldwideWestern Union, European

Regional Operations CenterWorldOne

KlaipedaGreenCarrierOmega Technology

PanevezysRoyal Unibrew ServicesBarclays BankGrant ThorntonKPMGLintel (TEO Group/TeliaSonera)Runway BPO

KaunasCallcredit Operations, UABDematic LimitedFestoIntermedixMicro Matic SSCUnicall (Kaunas Communication)

Klaipėda[159]

Kaunas[307]

Panevėžys[98]

Radviliškis[20]

VILNIUS[528]

Population: 2,898


Vilnius



78

Lith

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Contact: Daiva Sereikiene, Service Center Manager

AIGGlobal HQ: USA

Contact: Ross McConnell, VP - AIG Global Shared

Services

AteaGlobal HQ: Norway

tel.: +370 5 239 78 30

Year started: 2008


Services offered: BPO: Software and IT Services

Contact: Valdas Jusius, Deputy Director

SSC Barclays Technology Centre LimitedGlobal HQ: UK

tel.: +370-5-251-1532, +370 520 35929

Year started: 2009


Services offered: SSC: BGOL-LT develops IT systems

and infrastructure for Barclays; coordinates

large IT projects and programs; solves IT

incidents, ensures security of bank’s IT systems;

provides services for Barclays’ employees via call

center; develops mobile applications and works

on many other IT issues.

Contact: Ilona Jacevic, Head of Vilnius Service Desk

CITCO VilniusYear started: 2007


Services offered: F&A, Legal Services

Contact: Dziuginta Gruodiene, wprowadził sso2016

and Top Management

SSC Cognizant Technology Solutions LithuaniaGlobal HQ: Norway

tel.: +370 601 91187

Year started: 2007


Services offered: SSC/BPO: Cognizant took over

Storebrand operations in 2015. F&A, IT, other

Contact: Jan Cato Holen , General Manager

Computer Sciences Corporation (CSC)Global HQ: Norway

tel.: 370 697 21101

Year started: 2007


Services offered: CSC Baltic is an IT services and out-

sourcing company, a branch of the CSC global

family.

SSC CowiGlobal HQ: Denmark

Year started: 2012


Services offered: SSC: IT, design, F&A, HR (subsidiary

of the Danish engineering consulting company

COWI A/S.)

Contact: Marius Zubrickas, COO

CSC Telecomtel.: +370 5 210 1790


Services offered: BPO: Call Centre

SSC CSD Engineerstel.: +370 5 2031360

Manager’s Profile

Przemyslaw SiudaVP Ops and General Manager AIG SSC Lithuania Parent Company: AIG, Inc. New York, NY

Background on AIG SSC: Core business support for 14 European countries: UK, France, Spain, Portugal, Germany, Netherlands, Denmark, Swe-den, Norway, Finland, Poland, Bulgaria, Greece, Italy. Functional areas: Insurance Policy Administration, Claims Adminis-tration, Claims Payments, Claims Recov-eries, Global Sourcing and Procurement Services, currently 270 FTEs in Vilnius and 380 FTEs in Sofia.

Explain why your company set up operations in Lithuania: • Consciously not opting for Tier 1 SSC

countries as their typical labour mar-ket features (higher attrition, higher operational cost, competition on a close-to-saturation job market) have been assessed as too high a risk for AIGs insurance operations.

• Governmental incentives in both Lith-uania and Bulgaria significantly helping the business case.

• Availability of Nordic languages in Lithuania.

• Twin-centre operations for BCP pur-poses

How has your business changed and what do you foresee in the next 2-3 years?• For AIG in EMEA this business is only

2.5 years old so no change noted.• Growing importance of automation

foreseen in the next 2-3 years.

Please provide your personal observations/opinions about employees skills and capabilities – and how is the benefits landscape changing.Currently 270 FTEs in Vilnius and 380 FTEs in Sofia (Sofia opened in late 2013 with 5 FTEs, Vilnius opened in mid 2014 with 3 FTEs). We are forecasting the trend to be moving towards more au-tomation and process reengineering so that headcount growth is much less pro-nounced as compared with the previous years in SSC/BPO sector.Biggest positive surprises (and biggest negative surprises) about setting up or operating SSC centre in CEE:Positives: staff quality and language capa-bilities in both Lithuania and Bulgaria.Negatives/Improvements needed: office space market much less mature and agile than in Tier 1 locations.

Przemyslaw Siuda joined AIG in March 2015 as the Site Manager for the Vilnius Shared Service Centre in Lithuania. He is responsible for managing and developing the Service Centre in alignment with the AIG strategy. Przemek has been a shared service and BPO professional since more than ten years, building and expanding service centres. He has held senior management positions at Capgemini and Amway where he helped to develop and implement multi-site, multi-functional strategies for shared services in CEE. [email protected]; +370 699 19691

79



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Services offered: SSC of Swiss engineering firm. IT, F&A,

engineering

SSC Danske Global Services LithuaniaGlobal HQ: Denmark

Year started: 2012


Services offered: SSC: IT, HR, F&A, AML, procurement

Contact: Rosita Vasilkeviciute, Head of Group

Services Lithuania

SSC Danske Group IT Lithuania (DGITL)Global HQ: Denmark

Year started: 2015


Services offered: SSC: responsible for IT development

services for full Danske Bank organization

Contact: Giedrius Dzekunskas , General Manager

Euromonitor InternationalGlobal HQ: UK

tel.: +370 5 243 1577

Year started: 2005


Services offered: BPO: IT, Data Analytics

SSC EYGlobal HQ: UK

tel.: 370 5 274 2200

Year started: 2002


Services offered: SSC: HR, LPO, F&A, other

HPtel.: +370-5-210-3300

Manager’s Profile

Bengt-Ake FagermanCEO of Skandia Liv (Thule) Parent: Swedish life insurance company Skandia

Thule will start operations in Vilnius in 2016. Starting with 70 employees in Lithuania, the company plans to raise this number to 250 within three years.In looking to transfer some of its functions to Eastern Europe, Skandia also considered other cities such as Bratislava, Krakow, Lodz and Riga, but Vilnius was the winner.

Currently, around 30 specialists are completing recruitment procedures, with another 40 set to be hired in the near future. Successful candidates will then begin an intensive course in Swed-ish in July, which will allow them to start work six months later.

Why did Skandia choose Lithuania for its new division?Establishing a division in Lithuania is one of the stages in the company’s develop-ment, which is aimed at improving ser-vice administration and customer care.

We considered countries in the im-mediate vicinity of Sweden. We looked at about ten cities in the Baltic States and Poland, and eventually we chose Vilnius.

The reasons behind this choice include our desire to be cost competitive and our need for a labour force with a good educa-tional background. We also contacted sev-eral other Swedish companies working in Lithuania and asked them for their opinion on operations in Lithuania. Vilnius was cho-sen because it is sufficiently large and has a number of universities.

Since you are opening a division in Vilnius, presumably you will be reducing the number of people employed in Sweden. How did Swedish employees react to this news?I believe that in Sweden we are used to companies transferring divisions to other countries. Skandia is also an international company with divisions all over the world, so this is not new to us. Sure, those peo-ple who lose their jobs because we are opening a division in Vilnius are far from happy, but this is natural. Our main goal is to develop our company, to be strong and competitive, and go forward. In this

manner, we will create new jobs both in Sweden and in Lithuania.

In your opinion, could Lithuania lose its attractiveness due to salaries growing too fast in the near future?We have been carefully monitoring the Lithuanian situation. Lithuania started its growth from a considerably lower sala-ry level than Sweden, and it will take a long time before salaries here reach the Swedish level, even if the pace of growth of Lithuanian salaries is faster.

Did you consider the geopolitical risks when choosing a location for opening your new division?Yes, we did. Sure, the political situation is changing quickly and we see how every-thing has changed in the past two years. Nevertheless, whether we open a new division in Slovakia, Poland or here – the situation will be the same. Perhaps Lith-uania, as a Baltic country, has the least dependence on Russia if we think about national minorities. We can see that the Lithuanian authorities are eager to re-main independent and are successful at doing this.

Mo� Dynamically Developing Ci� – CEE

Vilnius (Li�uania)

Winner

CEE Shared Services




80

Lith

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Year started: 2007


Services offered: BPO/ITO

IBM LithuaniaGlobal HQ: USA

tel.: :+370 5 278 6600

Year started: 2005



SSC Inwido SupportGlobal HQ: Denmark

tel.: 370 5 275 3254

Year started: 2002


Services offered: SSC: Technical support

Contact: Julija Adomavičienė, Director

SSC Leinonen LithuaniaGlobal HQ: Finland

tel.: 370 5 237 5040

Year started: 2006



SSC LindorffGlobal HQ: Norway

tel.: +370 5 252 6690

Year started: 2014


Services offered: SSC for Credit management: BI, F&A,

customer support, other

Contact: Sigute Seemann, Manager of the Centre

MarkMonitorGlobal HQ: USA

Year started: 2007


Services offered: BPO: Software development/ITO.

SSC Matrix Software BalticGlobal HQ: Denmark

tel.: (+370) 52316390

Year started: 1996

Number of employees: 17Services offered: SSC: Software development for the

building industry

NasdaqGlobal HQ: USA

tel.: +370 5 2531455

Year started: 2015


Services offered: Responsible for wide range of IT,

market operations, finance and accounting,

multimedia, cybersecurity, and external and

interal customer support for the full NASDAQ

group globally.

Contact:

Arminta Saladziene, Manager of the centre

Nielsen & NielsenGlobal HQ: USA

tel.: 370 5 2734145

Year started: 1995


Services offered: BPO: Analytics and Market research

Contact: Inga Ilkyte, Managing Director

OpusCapita AccountingGlobal HQ: Finland

tel.: 370-5-2339007

Year started: 2005



Contact: Lina Maroščikienė, General Manager

SSC PandaConnectGlobal HQ: Denmark

Year started: 2014

Number of employees: 7Services offered: SSC: F&A, including financial reporting,

fund service, securities administration and IT

within company\'s own portfolio management

platform.

SSC Paroc Oy AbGlobal HQ: Finland

Be� Employer of �e Y�r – Shared Services – CEE

Danske Bank Group IT Li�uania (DGITL) (Vilnius,

Li�uania)

Winner

CEE Shared Services


Be� New-entrant SSC of �e Y�r

NASDAQ Vilnius Services

Winner

CEE Shared Services


81



Lith

uani

a

tel.: 370 5 2740 000

Year started: 2012


Services offered: SSC: F&A, HR, other

PWCGlobal HQ: UK

tel.: 370 5 239 2300

Year started: 1996

Number of employees: 17Services offered: BPO: HR, LPO, F&A

Contact: Rimvydas Jogela, Country Managing Partner

SSC Revel SystemsGlobal HQ: USA

tel.: 370 5 214 0138

Year started: 2015

Number of employees: 111Services offered: SSC: Customer support, IT, fulfillment

centre, sales support

Contact: Tadas Vizgirda, Director

Rold& PartnerGlobal HQ: Germany

tel.: 370 (5) 212 3590

Year started: 1998


Services offered: BPO: Legal and Consulting

Contact: Tobias Kohler , Director

SSC SEB Shared Service Center, LithuaniaGlobal HQ: Sweden

tel.: 370 521 903 85.

Year started: 2008


Services offered: SSC: IT, HR, F&A, other

Contact: Jurgita Vaitkevičiūtė, Head of Supporting

Services

SSC SinectraGlobal HQ: Italy

Year started: 2015

Number of employees: 15Services offered: SSC: IT, F&A, Engineering. Sinectra

is Italy-based company active in areas of

technological systems, industrial automation,

renewable energy and building automation.

Studio ModernaGlobal HQ: Slovenia

Year started: 2003


Services offered: BPO: Call Centre

SSC Swedbank Global ServicesGlobal HQ: Sweden

tel.: 370 5 268 44 44

Year started: 2013


Services offered: SSC: IT, F&A

Contact: Aurimas Mazdzierius, Centre Manager

TeleperformanceGlobal HQ: France

Year started: 2015


Services offered: BPO: Call centre

Contact: Emmanuel Plovier, CEO

SSC Thule Operations Center (Skandia)Global HQ: Sweden

tel.: +370 612 233 10

Year started: 2015


Services offered: SSC: Insurance admin, F&A, IT, HR

Contact: Tommy Fagerlund, Director

TietoGlobal HQ: Finland

tel.: 370 5 237 4000

Year started: 1999


Services offered: BPO: IT services,IT consulting

Contact:

Tomas Vitkus, CEO

Transcom WorldwideGlobal HQ: Luxemburg

tel.: +370 5 236 3377

Year started: 2002


Services offered: BPO: Customer support, SCM, other

Contact: Vaida Sapole, Operations & Business

Development Director Lithuania

SSC Western Union, European Regional Operations CenterGlobal HQ: USA

tel.: 370 5 259 0214

Year started: 2010


Services offered: SSC: IT, HR, F&A, AML, procurement,

customer support

Contact: Kendra Ricenbaw, Managing Director

SSC WorldOneGlobal HQ: UK

tel.: 370 5 212 5020

Year started: 2003


Services offered: SSC: Data Collection and Customer

Support

KaunasSSC Callcredit Operations, UABGlobal HQ: UK

tel.: +37 (0) 655 511 27

Year started: 2011


Services offered: SSC: IT support

Dematic Limitedtel.: +370 37 328 410

Year started: 2011


Services offered: IT, engineering

Mo� Unique Services Provider – CEE

Nasdaq Vilnius Services(Vilnius, Li�uania)

Winner

CEE Shared Services




82

Lith

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a

SSC FestoGlobal HQ: Germany

tel.: +370 37 321314

Year started: 2005


Services offered: Industrial automatization. SSC for IT,

HR, F&A, customer support, engineering, other

SSC IntermedixGlobal HQ: USA

tel.: 370 37 213306

Year started: 2013


Services offered: SSC: IT, F&A, Customer support,

other

Contact: Lukas Jankauskas, Director Shared Services

SSC Micro Matic SSCGlobal HQ: Denmark

tel.: 370-37-353-310


Services offered: SSC: F&A, IT, HR, BI

Unicall (Kaunas Communication)Global HQ: Norway

tel.: 370 37 408574

Year started: 2008


Services offered: BPO: Call centre

Contact: Neringa Sidaraviciute, Country Manager

KlaipedaSSC GreenCarrierGlobal HQ: Sweden

tel.: +370 46 246999

Year started: 2013



Contact: Marijus Zilinskas, HR contact

Omega TechnologyGlobal HQ: Norway

tel.: +370-46-301213

Year started: 2006


Services offered: BPO/ITO. Omega Technology is a

daughter company of Omega AS, a Norwegian

IT company providing project management

systems and services to the oil and gas industry.

Contact: Vadim Narožnij , MD

PanevezysSSC Royal Unibrew ServicesGlobal HQ: Denmark

tel.: 370-45-505-219

Year started: 2008

Number of employees: 10Services offered: SSC: F&A

Barclays BankYear started: 2009

Services offered: Multifunction

Grant ThorntonYear started: 2004


KPMGYear started: 1994

Services offered: multifunction

Lintel (TEO Group/TeliaSonera)Global HQ: Sweden

Year started: 1992



Runway BPOGlobal HQ: Norway

Year started: 2009


Services offered: BPO: Call Centre, etc.

Emerging Ci� of �e Y�r – CEE

Kaunas (Li�uania)

Winner

CEE Shared Services


83



Latv

ia

LatviaRigaAccenturetel.: +371 670 19700

Services offered: IT delivery, customer support

Contact: Maksims Jegorovs, Director

Accenture, Latvian branchGlobal HQ: USA

tel.: +371 67019700

Year started: 2002


Services offered: Accenture is one of the world’s leading

professional services companies, providing

consulting and outsourcing services in more

than 120 countries.

Accenture Latvian branch provides IT delivery and

customer support, other software consultancy

and supply. Countries served: USA, Scandinavia,

UK, Germany, Switzerland, Austria, Russia,

Greece, Italy and others

Allnex Latvia, LtdGlobal HQ: Belgium

Year started: 2014


Services offered: In Riga Allnex has a shared service

centre which services company’s finance, pur-

chasing, IT and HR functions.

Contact: Zarina Sandra, Director, Shared Services

Center

Atea Global Services, LtdGlobal HQ: Norway

tel.: +371 673 596 00

Year started: 2009


Services offered: The global business services centre in

Riga provides finance & control, HR, procure-

ment, client management, contract manage-

ment and other services to ATEA Group and

other clients.

Contact: Nicolas Albana, Managing Director, Atea

Global Services

BaltCap (bought OpusCapita AS)Number of employees: 64

Services offered: Digitalizes and automates purchasing,

invoice handling and payments, as well as cash

management and supplier financing.

Contact: Olegs Krutikovs, Director

AdformA�ectoAhlstromAIGAteaBarclays Technology Centre

LimitedCITCO VilniusCognizant Technology Solutions

Lithuania

Computer Sciences Corporation (CSC)

CowiCSC TelecomCSD EngineersDanske Global Services

LithuaniaDanske Group IT Lithuania

(DGITL)Euromonitor International

EYHPIBM LithuaniaInwido SupportLeinonen LithuaniaLindor�MarkMonitorMatrix Software BalticNasdaqNielsen & Nielsen

OpusCapita AccountingPandaConnectParoc Oy AbPWCRevel SystemsRold& PartnerSEB Shared Service Center,

LithuaniaSinectraStudio Moderna

Swedbank Global ServicesTeleperformanceThule Operations Center

(Skandia)TietoTranscom WorldwideWestern Union, European

Regional Operations CenterWorldOne

LiepajaBaltik ITValdlauč

LiepajaLatInSoft.Ltd

Liepāja[86]

Daugavpils[111]

RIGA[735]

Population: 1,979


Riga



84

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ia

C.T.Co.Number of employees: 366

Services offered: IT solutions and services

Cabot LatviaGlobal HQ: USA

tel.: +371 67050700

Year started: 2014


Services offered: Cabot is a leading global specialty

chemicals and performance materials company,

with $3.5 billion in annual sales.Cabot’s global

footprint spans 21 countries, with 43 manufac-

turing facilities, eight research and development

facilities, and 23 sales offices. Cabot employs

about 4,600 people worldwide.In Riga, the team

will be responsible for managing Cabot’s EMEA

administrative business needs, such as account-

ing, credit and collections, accounts payable,

purchasing, customer services, transportation,

data management, IT and HR.

Contact: Heather Ellis, Site Manager

SSC Cytec Latvia, LtdGlobal HQ: USA

tel.: 371 6 7118977


Services offered: Multifunctional SSC in Riga provides fi-

nance, human resource, information technology

and procurement services (administrative and

transactional) to Cytec facilities in the European

and North American regions.

Contact: Mike Webb

DEAC, LtdGlobal HQ: Latvia

tel.: +371 67072100

Year started: 2009


Manager’s Profile

Kim LeanderssonGeneral Manager Tele2 Shared Service Center, Riga (Latvia) Parent Company: Tele2, HQ in Stockholm

Background on Tele2 in CEE: In CEE, we are operating in Estonia, Lat-via and Lithuania. In Latvia we also have our SSC operating since 2004. The SSC has since the start been focused on IT & Technology, but during the last couple of years we have added also F&A and some smaller parts around Customer Service and Internet of Things. Tele2 SSC today has approximately 530 FTE, a significant increase considering we employed approx. 280 persons in 2013.

Explain why your company set up operations in Riga.When we first located a service center in Riga in 2004 the main driver was logistics, good infrastructure, cost and in a country where we already had operations. After this we have been through the process a few times to review if Riga is still the best location when we have planned a bigger expansion. Last time was during 2015 and we found that Riga was still good from cost perspective, access to skilled people, logis-tics wise, language wise etc. This time it was also the fact that we already had an existing SSC with considerable size to build upon and leverage on existing OH functions such as HR, IT and administration.

How has your business changed in CEE over the last 2-3 years? Our SSC in Riga has been very much in focus. We have relocated work to Riga from other Tele2 countries and there-fore grown both in number of employ-ees and new areas. This will continue to some extent going forward, but with less

focus on growth and more on automa-tion and process optimization.

Which parts of your operation are possible to be outsourced in the coming 1-2 years?In terms of possible outsourcing a majority of what we do today can be outsourced. There are no major blockers for this, it’s more a question about effectiveness and efficiency in the deliveries. Also, many of the most transactional based services that nor-mally would be the first to be outsourced might instead be candidates for automation.

Advice to other firms considering setting up SSC/BPO operations in CEE:• Get good local knowledge, either in-

house or via a partner. Every location is different and there are always details that need to be handled differently

• Get prepared for that the competi-tion around key resources is fierce.

• Don’t underestimate the cultural dif-ferences and differences in way of communication between SSC and rest of the organization.

Employee Issues. We have approximately 530 employees today which is a big increase from ap-

prox. 280 employees in 2013. We will continue to grow up until approx. 600 FTE by end of this year and I think it will stabilize there. When it comes to levels we see a shift from focus on entry-level positions and transactional tasks to more and more complex tasks and senior po-sitions.

With this we also see a much bigger need to focus on employer branding and creating a good working experience for employees. Salaries are just one part of the benefit package and with bigger competition this part is sometimes hard to compete with. We thus focus a lot on creating a working environment which satisfies the modern employees, we fo-cus on developing great leaders and of course also on developing the employees further.

Biggest positive surprises (and biggest negative surprises) about operating SSC centre in CEE:People are hard working, loyal and En-glish level is very good. The market is sometimes too small, the expertise you need might not exist.

Specific cost savings that your firm has achieved.No hard numbers can be disclosed, but there are of course cost savings as well as efficiency gains from scale of operations as well. An average salary level in Riga is approx. 1/3 of same role in Nordics.

I started working in Tele2 8 years ago as a man-agement trainee. Since then I ’ve been working in multiple different management roles, predominately in the central IT area. In the summer of 2014 I was asked to head up our shared service center in Riga. During this period focus has been on growth, both in number of FTEs and in functional areas we support. Contacts: +46704264038 or [email protected]

85



Latv

ia

Services offered: The IT BPO centre in Latvia offers IT

outsourcing services – collocation of serv-

ers and other equipment, server hire and

collocation, server space hire, data back-up

copying, software hire, operational system

monitoring,etc.

SSC DNB Bank ASA Latvijas FiliāleGlobal HQ: Norway

tel.: +371 670 771 17

Year started: 2012


Services offered: Company has financial SSC in Riga for

providing payment services, account services

and credit services to Norway.

Contact: Ellen Annette Nordli, Head of Section,

Norwegian Production

Elfa Distrelec, LtdGlobal HQ: Switzerland

tel.: +371 67885544

Year started: 2015


Services offered: Company is owned by Dätwyler, the

Swiss industrial group. In Riga, the main focus on

providing financial data processing for all “Elfa

Distrelec” branches.

Evry LatviaGlobal HQ: Norway

Year started: 2013


Services offered: EVRY is one of the largest IT compa-

nies in Norway and the second largest IT ser-

vices company in the Nordic region. In 2013 the

company set the first level IT helpdesk in Riga.

Contact: Erika Mezmale

Exigen Services Latvia, Jsctel.: +371 670 67 777, +371 670 32703


Services offered: IT BPO: comprehensive IT develop-

ment outsourcing. Software development and

maintenance solutions for national government,

cities, and leading companies in sectors financial,

telecoms, transport.

Contact: Guntis Urtans, Head of Delivery, Latvia

Idea Port Riga, JSCGlobal HQ: Latvia

tel.: +371 22837678

Year started: 2007


Services offered: Latvia-based systems integrator provid-

ing skills, teams and pre-integrated solutions in

the areas of CRM, BI, Applications Integration,

Web, Mobile and Custom applications devel-

opment. Customers in Europe, Russia and the

USA.

Intrum Justitia Software DevelopmentCentreGlobal HQ: Sweden

tel.: +371 261 773 11

Year started: 2010


Services offered: Intrum Justitia Software Development

Centre Ltd in Riga is a common software devel-

opment centre for the firm\'s 20 countries.

Lattelecom BPOGlobal HQ: Latvia

tel.: 37167054100

Year started: 2005


Services offered: BPO: Customer services, mar-

ket research. Lattelecom BPO offers client

recruitment, client care and assistance service,

market research, content delivery, advertising,

document processing, credit oversight, salary

bookkeeping and personnel management

services. The company offers its services not

only in Latvia, but for Scandinavian and German

companies.

Contact: Agnese Paegle, Director

Lattelecom Technology,LtdGlobal HQ: Latvia

tel.: +371 670 200 00

Year started: 2003


Services offered: Lattelecom Technology is a provider of

project design and outsourcing services offering

a full range of IT solutions and services – IT

infrastructure solutions, systems integration,

company management solutions, software

design, etc.Di

Contact: Aleksejs Beloglazovs, Director

Nordic Backoffice SIAtel.: +371 22014600, +371 22014600

Year started: 2007


Services offered: HR or Payroll, Data Analytics/

Management. We deliver data validation and

routine-based accounting services to companies

in Northern Europe. www.nordicbackoffice.lv

Contact: Ivo Urbanovics, Managing Director

Runway, LtdGlobal HQ: Norway

tel.: +371 67224437

Year started: 2004


Services offered: Runway Ltd is Runway International

Customer Contact subsidiary in Latvia offering

CRM solutions, technical support, back office,

and Call centre activities.

Contact: Uldis Prieditis, Director

SERGEL, Ltdtel.: +371 676 303 03

Number of employees: 11Services offered: BPO: Credits, accounts receivables,

payables, etc.

SSC Statoil Fuel & Retail Business CentreGlobal HQ: Norway

tel.: +371 670 881 00, +371 670 881 02

Year started: 2012


Services offered: Company has an SSC in Riga which

provides finance & control and HR services

for Statoil Fuel and Retail. Countries served:

Denmark, Norway, Sweden, Latvia, Lithuania,

Estonia, Poland and Russia.

Contact: Lazdina Kristine, Marketing and

Communications Director

Tele2 Shared Service Centertel.: 46704264038, +371 22446388

Year started: 2004



Development

Contact: Kim Leandersson, General Manager

Tele2 Shared Service Center, Ltd Global HQ: Sweden

tel.: + 371 670 607 64

Year started: 2004


Services offered: IT center working on development,

test, analysis and design.

Contact: Kim Leandersson, General Manager

SSC Tieto Global Shared Service Centre Tieto Latvia, LtdGlobal HQ: Finland

tel.: +371 671 165 65

Year started: 2006


Services offered: In Riga, the company has a full-cycle

financial SSC for Oracle-based global Tieto

operations: accounting, master data, controlling,

process design, ERP support.

Contact: Elmars Gengers, Director

Transcom Worldwide LatviaGlobal HQ: Sweden

tel.: 371 67 060 590

Year started: 2004


Services offered: Transcom Latvia offers a wide range

of Transcom’s customer lifecycle management

services: inbound and outbound contacts,

back-office tasks and customer care in social

media. In addition to serving its Latvian clients,



86

Latv

ia

Transcom Latvia acts as a nearshore location for

Transcom’s clients in other European markets

including Denmark, Finland, Norway, Sweden,

Austria, Luxembourg, Switzerland,Germany,

Lithuania, Estonia, and Russia.

Contact: Fredis Bikovs, Director

Visma Enterprise, LtdGlobal HQ: Norway

tel.: +371 67116211

Year started: 2014


Services offered: 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.

Contact: Antra Zalite, Director

Visma LabsGlobal HQ: Norway

tel.: +371 67116211

Year started: 2015


Services offered: Visma is the Nordic region\'s leading

supplier of business software and services to

enterprises of all sizes, the public and private

sectors, operating in 9 countries and employing

more than 6000 employees.

Visma Labs offers high added value services to

other Visma companies in all Nordic region.

Contact: Iveta Bukane, Director

Zalaris HR Services Latvia, LtdGlobal HQ: Norway

tel.: +371 27 525 742


Services offered: Delivers comprehensive HR and

payroll services across Northern Europe, the

Baltics and Poland.

DaugavpilsLatInSoft.Ltdtel.: +371 654 232 88



Contact: Sergejs Simonovs, Director

LeipajaBaltik ITGlobal HQ: Italy

Year started: 2008


Services offered: IT design, development and support

ValdlaučiSEB Service CentreGlobal HQ: Sweden

tel.: +371 2666877

Year started: 2006


Services offered: SEB Service Centre in Riga is globally

supporting SEB’s bank transfer operations,

transfers between business clients and private

persons, securities market, stock exchange ser-

vices (Bloomberg). Countries served are USA,

Sweden, Singapore, Germany, Austria.

Contact: Sigita Aleknavičienė, Business Coordinator

87



Esto

nia

EstoniaTallinnArvato Services Estonia OU (Bertelsmann)Global HQ: Germany

tel.: +372 610 03 00, +372 6100 323

Services offered: BPO: Customer Services, Call Center

Blue Travel Services (SAS)Global HQ: Sweden

tel.: +372 6677 873

Services offered: SAS Group subsidiary Blue Travel

Services

CGI EstoniaNumber of employees: 200

Services offered: Part of global IT and business process

services provider CGI ( 5th fifth largest inde-

pendent IT and business process services firm

in the world).

90% of CGI Estonia’s business is based on software

development.

CWT Estonia (Carlson Wagonlit)Global HQ: France

tel.: +372 6407770

Services offered: BPO: Customer services

Euro Live Technologies, LtdGlobal HQ: Estonia

tel.: +371 66010660

Year started: 2008


Services offered: Euro Live Properties is a subsidiary of

Playtech - the world\'s largest supplier of online

gaming and sports betting software.

Euro Live Technologies provides live streaming

services for some of the world’s leading gaming

operators.

SSC Fortum CFS Eesti OUGlobal HQ: Finland

tel.: +372 682 75 00



Contact: Helje Nurga, Head of Support Services

SSC Fujitsu Nordic Shared Servicestel.: +372 627 2300

Services offered: SSC: F&A, ITO, HR. Software develop-

ment projects for Estonian as well as European

customers. Fujitsu Estonia has also been a major

player in Estonian public sector’s IT sphere

development.

Contact: Susanna Malja, Head of EMEIA Finance

Services

H1 CommunicationsGlobal HQ: Sweden

Services offered: H1 provides a wide range of call centre

services, such as Customer service, Technical

support, Telemarketing, Switchboard and CRM

services.

Contact: Mona Rydén, COO (Sweden)

Arvato Services Estonia OU (Bertelsmann)

Blue Travel Services (SAS)CGI EstoniaCWT Estonia (Carlson

Wagonlit)Euro Live Technologies, Ltd

Fortum CFS Eesti OUFujitsu Nordic Shared

ServicesH1 CommunicationsHurtigruten EstoniaKonecranesNATO Cooperative Cyber

Defense COENortalOrkla Accounting CentreRamirent Baltics ASRunaway GroupRunway BPOStatoil Fuel & Retail

Stora EnsoSunny Business ServicesSutherland EstoniaSymantecTranscomViking Line

TartuFinnair Shared ServicesFortumoPlaytechVoruDanpower

Parnu[46]

Tartu[101]

Narva[67]TALLINN

[400]

Population: 1,330


Tallinn

Riga



88

Esto

nia

SSC Hurtigruten EstoniaServices offered: SSC

Contact: Angel Moledo, Director

SSC KonecranesGlobal HQ: Finland

tel.: +372 611 27 95, +372 6119 062

Services offered: SSC: Multi-functional: F&A, IT Services,

HR

NATO Cooperative Cyber Defense COEServices offered: Our mission is to enhance the capabil-

ity, cooperation and information sharing among

NATO, NATO nations and partners in cyber

defence by virtue of education, research and

development, lessons learned and consultation.

Nortaltel.: +372 610 1990

Services offered: ITO. international high-end software

development solutions provider in public and

private sector.

SSC Orkla Accounting Centretel.: +372 621 90 02

Year started: 2014


Services offered: SSC-Finance/F&A for 13 Orkla busi-

nesses in Norway and Denmark

Contact: Kristiina Koel, Manager

SSC Ramirent Baltics ASGlobal HQ: Finland

tel.: +372 650 1060

Services offered: SSC-Multifunctional: F&A, IT Services

Runaway GroupGlobal HQ: Estonia

tel.: 37 2 6 681 062


Contact: Aleksei Kurov, Contract&Operations Director

Runway BPOtel.: +372 668 10 60, +372 66 81 062

Services offered: BPO: Accounting Services,

Telemarketing, IT Outsourcing, HR Outsourcing

Contact: Ronald Habich, COO

SSC Statoil Fuel & RetailGlobal HQ: Norway

tel.: +372 675 77 00

Year started: 2010

Services offered: SSC: regional treasury in Tallinn provid-

ing liquidity, funding, risk services to subsidiaries

in NO, SE, DK, LT, LV, EE, PL and RU

Contact: Kai Realo, head of Statoil Fuel & Retail Eesti

SSC Stora EnsoGlobal HQ: Sweden

tel.: +372 714 00 00, +372 714 0050

Year started: 2010

Services offered: SSC Multi-functional: F&A, IT Services,

HR; help desk, IT services, and internal training

team.

Sunny Business Servicestel.: +372 684 14 00, +372 684 1404


Services offered: BPO: Accounting, Translation and

localization, Legal, IT maintenance and web,

Marketing, Property cleaning and management.

Contact: Mati Annus, Managing Director

Sutherland EstoniaServices offered: BPO: Customer Support

Contact: Diana Rästas, Talent Acquisition Manager

SymantecGlobal HQ: USA

tel.: 372 6 390 800

Services offered: Captive: software development for

US parent

Transcomtel.: +372 673 72 00

Services offered: BPO: Customer care

Contact: Katrin Holst, Country Manager

Viking Linetel.: + 372 666 3966

Contact: Andreas Remmer, Group CFO

JõgevaBackoffice Servicestel.: +372 776 0244 , +372 514 7496

Services offered: BPO: Accounting, Hosting, Freeware

TartuFinnair Shared ServicesGlobal HQ: Finland

tel.: +372 56 656 706


Services offered: data management, data processing and

accounting services within the group.

Contact: Leela Lepik, Managing Director

Fortumotel.: +372 682 7500

Services offered: Lading global provider of direct carrier

billing. Fortumo payments cover 96 markets and

connect merchants to subscribers of more than

350 mobile operator networks.

Playtechtel.: +372 697 7900

Services offered: Playtech is the world\'s largest online

gaming software supplier traded on the London

Stock Exchange Main Market, offering value

added solutions to the industry\'s leading

operators.

VoruDanpowerGlobal HQ: Germany

tel.: +372 786 41 52

Services offered: Parent company Statwerker Hannover

operates call center services for its utilities

customers.

Contact: Manfred Schüle, Group MD

OtherJeldwentel.: +372 322 9130

Contact: Rainer Tamsalu, Project Manager Baltics

Kühne+Nageltel.: +372 660 09 66

Contact: Mart Ambur, Head of IT Center Tallinn, Board

Member

Manpower Kft.tel.: +372 630 65 65

Register forthe NOA’sCorporate

AccreditationProgramme

“Outsourcing organisations often ask themselves:• Do our service providers perform well?• How do we compare to our competitors?• Are we achieving outsourcing best practice?

Our Corporate Accreditation Programme provides theanswers, giving you the insight you need to achieve world-class outsourcing. It’s based around the NOA’s OutsourcingLife Cycle Model – a framework that has been used,critiqued and refined by over 200 organisations globally.

Corporate accreditation with the NOA will:• Give you a full picture of your organisation’s outsourcing maturity• Pinpoint strengths & weaknesses in your current approach towards outsourcing• Highlight changes to be made to achieve cost savings & service improvements• Assure clients, stakeholders & company heads that you’re outsourcing to the best industry standards

“The BBC undertook corporate accreditation to getexternal expert analysis of our processes and proceduresfor the awarding and governing of our major outsourcedcontracts. We chose the NOA as an external accreditorbecause they are widely recognised as being at the forefrontof contract management.

“In the long term, the NOA’s analysis will initiate thesimplification of some processes, and help us create amore efficient outsourcing lifecycle model… that willremove unnecessary costs from our procurement processand lead to even more efficient contract delivery, givingfurther opportunity to create ongoing value through thelifecycle of our contracts.”

- Jim Hemmington, Director of Procurement, BBC

Prove Your Outsourcing Excellence.Get Accreditation with the NOA.

”Contact the NOA today to start your corporate accreditation journey:[email protected] | +44(0) 207 292 8689 www.noa.co.uk/corporate-accreditation-programme

NOA Accreditation ad A4 28416 aw.qxp_ark 03/05/2016 13:59 Page 1



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Bul

gari

a

BulgariaSofia60Ktel.: 35924620000

Services offered: Customer Service, Back Office, Social

Network Management

Adeccotel.: +359 2 489 83 35

Services offered: Customer interaction services, HR

services

SSC AIG SSC - BulgariaGlobal HQ: USA

Year started: 2013


Services offered: SSC: The centre supports AIG’s

insurance operations in 17 countries across

Europe with Claims, Policy Servicing, Accounts

Receivable, and Travel Assistance services.

Contact: Venislav Iotov, General Manager, Bulgaria and

Romania

Aii Data Processingtel.: + 359 2 8012 666

Services offered: A global company specialising in

content, data and business intelligence services.

Monitoring and analytics, Content and data

indexing, Database services

Bulprostel.: +359 2 489 5725

Year started: 2010


Services offered: 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.

Contact: Ivaylo Slavov, CEO

C3i tel.: + 359 (0) 2 489 81 26

Services offered: C3i is a provider of technology

support services for the life sciences industry.

C3i\'s services include a complete portfolio of

systems integration, technology training, 24/7

multilingual contact center, asset management,

provisioning, and technical site assessments

exclusively tailored for the needs of life sciences

professionals worldwide.

SSC Coca-Cola HBC Bulgaria ADtel.: +359 2 92 14 600


Services offered: SSC: Finance, Accounting services

CSMStel.: 35924896908


Services offered: customer interaction service, Back

Office Transaction

EUROCCOR JSCtel.: +359 2 9037706


Services offered: Call and contact centre services,

Database processing, Outbound calls

EXL Service BulgariaNumber of employees: 145

Services offered: Consulting, Finance, Accounting

Hewlett-Packard tel.: 359 2 969 89 40

Year started: 2006


Services offered: BPO: Customer interaction servic-

es, IT/hardware, software and services to

consumers

Varna[321]

Plovdiv[348]

SOFIA[1,166]

VarnaTaxback.com

Population: 7,202Population figures in thousands

60KAdeccoAIG SSC - BulgariaAii Data ProcessingBulprosC3i Coca-Cola HBC Bulgaria AD

CSMSEUROCCOR JSCEXL Service BulgariaHewlett-Packard IBM Bulgaria Ltd Moneybookers/SkrillSIEMENS ENTERPRISE COMMUNICATIONS

EOODSitel Bulgaria EOODSofica GroupStream International Bulgaria EOODSutherland Global ServicesTelus internationalTravelStoreMaker

So�a

91



Bul

gari

a

IBM Bulgaria Ltd tel.: +359-2-973-3171

Year started: 2007


Services offered: BPO: Business Consulting Services,

Technology Services, Services Financing,

Moneybookers/SkrillServices offered: Back office transaction, Finance/

Accounting services

SSC SIEMENS ENTERPRISE COMMUNICATIONS EOODtel.: +359 2 811 54 50


Sitel Bulgaria EOODtel.: +359 2 819 9604

Year started: 2006


Services offered: Acquisition and Sales, Customer Care,

Customer Retention, Back Office

Contact: Maya Yaneva, Site Director

Sofica Grouptel.: +359 2 400 85 00

Services offered: BPO/HRO/ITO

Contact: Stefan Bumov, General Manager

Stream International Bulgaria EOODYear started: 2007


Services offered: Customer interaction services

Sutherland Global ServicesGlobal HQ: USA

tel.: + 359 2 936 68 00


Services offered: BPO: F&A, Call Centre, HR

Telus internationaltel.: +359 2 931 73 30/31

Services offered: BPO: Multichannel customer

solutions, IT outsourcing, Risk management,

Transformation solutions, Social media solutions

SSC TravelStoreMakertel.: +359 2 480 22 33


Services offered: SSC/BPO hybrid: ITO, Call Centre, HR

SevlievoIdeal Standard InternationalContact: Karolina Sredkov, Financial Services Group

Treasury Manager

VarnaSSC Taxback.comtel.: 359 52 68 68 68

Year started: 2003


Services offered: SSC/BPO hybrid: F&A



92

Serb

ia

SerbiaBelgradeBiters Servicetel.: +38111-41-41-142

Year started: 2012


Services offered: Contact center

Contact: Saverio Strani, Director

EuronetGlobal HQ: USA

tel.: +381 11 308 2300

Year started: 1995


Services offered: BPO: EFT, epay and Money Transfer

Contact: Dragan Spanovic, Country Manager

First Datatel.: +381 11 20 71 100


Services offered: BPO. Payments processor for banks

and finance companies

Contact: Olja Dakic, Managing Director

NCRNumber of employees: 1600

Contact: Vladimir Zivanovic, MD

Siteltel.: +381 11 414 2211


Services offered: BPO: Contact center

Contact:

Aleksandra Petrovic, Site Director Serbia

TelesignGlobal HQ: USA

tel.: +381 11 785 7500

Year started: 2013

Services offered: TeleSign, an Internet security and

authentication leader, opened an Operations

Centre in Belgrade for its mobile services

division, TeleSign Mobile

Contact: Biljana Ivanovic, Center Manager

TranscomYear started: 2014



Contact: Roberto Boggio, General Manager,

Central&South Europe Region

Trizmatel.: +381 11 3537 500

Year started: 2002


Services offered: BPO: IT services, Call center, HR

Contact: Marko Kovacevic, CEO, Member of Board of

Directors

Trizmatel.: +381 11 3537 500

Year started: 2002


Services offered: BPO: IT services, Call center, HR

Contact: Gorana Krizmanic , Business Development

Director

Novi SadNIS Gazprom tel.: +381-64-888-6227

Contact: Nikola Stokic, HR Shared Services Director

Novi Sad[381]

KragujevacKragujevac[212]

Niš[260]

Subotica[142]

BELGRADE[1,762]

Novi SadNIS Gazprom

BelgradeBiters ServiceEuronetFirst DataNCRSitelTelesignTranscomTrizma

Population: 7,147


Budapest

93



Serb

ia

CEE Shared Services & Outsourcing Awards Gala

2017

2 February 2017www.ceeOutsourcingAwards.com

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s

Rank Movement 2016 from 2015 Region Country City

1 - Asia Pacific India Bangalore

2 - Asia Pacific Philippines Manila (NCR)

3 - Asia Pacific India Mumbai

4 - Asia Pacific India Delhi (NCR)

5 - Asia Pacific India Chennai

6 - Asia Pacific India Hyderabad

7 +1 Asia Pacific Philippines Cebu City

8 -1 Asia Pacific India Pune

9 - Europe Poland Kraków

10 +2 Europe Ireland Dublin

11 - Americas Costa Rica San José

12 -2 Asia Pacific China Shanghai

13 - Asia Pacific China Beijing

14 +1 Europe Czech Republic Prague

15 -1 Asia Pacific China Dalian

16 - Asia Pacific Sri Lanka Colombo

17 +2 Asia Pacific Malaysia Kuala Lumpur

Tholons 2016 Top 100 Outsourcing Destinations

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s


18 - Asia Pacific Vietnam Ho Chi Minh City

19 +1 Asia Pacific Vietnam Hanoi

20 +1 Middle East and Africa South Africa Johannesburg

21 -4 Asia Pacific China Shenzhen

22 - Asia Pacific India Chandigarh

23 - Asia Pacific India Kolkata

24 +1 Europe Hungary Budapest

25 +5 Europe Poland Warsaw

26 - Americas Brazil Curitiba

27 -3 Americas Brazil São Paulo

28 -1 Asia Pacific Singapore Singapore

29 -1 Americas Chile Santiago

30 +1 Asia Pacific India Coimbatore

31 -2 Europe Czech Republic Brno

32 - Asia Pacific China Chengdu

33 - Americas Argentina Buenos Aires

34 +1 Americas Uruguay Montevideo

35 +1 North America Canada Toronto

36 +1 Asia Pacific India Jaipur

37 -3 Europe Russia St. Petersburg

38 +5 Europe U.K. Belfast

39 -1 Asia Pacific China Guangzhou

96



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s


40 +2 Middle East and Africa Ghana Accra

41 -2 Europe Romania Bucharest

42 -2 North America Mexico Mexico City

43 -2 North America Mexico Monterrey

44 +1 Americas Colombia Medellin

45 -1 Americas Brazil Rio de Janeiro

46 +1 Asia Pacific China Tianjin

47 -1 North America Mexico Guadalajara

48 - Americas Colombia Bogotá

49 - Europe Slovakia Bratislava

50 - Americas Brazil Brasília

51 +1 Europe Estonia Tallinn

52 -1 Europe Bulgaria Sofia

53 +1 Asia Pacific India Bhubaneswar

54 -1 Europe Slovenia Ljubljana

55 - Asia Pacific Indonesia Jakarta

56 +1 Middle East and Africa South Africa Cape Town

57 +1 Americas Peru Lima

58 +4 Europe Poland Wroclaw

59 +5 Europe U.K. Glasgow City

60 -1 Europe Russia Nizhniy Novgorod

«Sec

tion

Nam

e:»

97




61 +4 Europe Ireland Cork

62 -2 Middle East and Africa Morocco Casablanca

63 - Asia Pacific India Ahmedabad

64 -8 Europe Russia Moscow

65 -4 Asia Pacific China Xi’an

66 +3 Asia Pacific Philippines Davao City

67 -1 Asia Pacific India Thiruvananthapuram

68 - North America USA San Antonio, Texas

69 -2 Asia Pacific Malaysia Penang

70 +3 Asia Pacific Taiwan Taipei

71 - Americas Argentina Córdoba

72 - North America Canada Halifax

73 +2 Americas Colombia Bucaramanga

74 -4 Americas Puerto Rico San Juan

75 +3 Asia Pacific Australia Perth

76 +3 Americas Guatemala Guatemala City

77 - Americas Brazil Recife

78 -2 Middle East and Africa Egypt Cairo

79 +1 North America USA St. Louis, Missouri

80 +1 North America USA Birmingham, Alabama

81 +1 Asia Pacific Philippines Santa Rosa, Laguna

82 +2 Asia Pacific South Korea Seoul

83 - Americas Nicaragua Managua

84 -10 Middle East and Africa Turkey Istanbul

85 +1 Asia Pacific Philippines Bacolod City

86 -1 Asia Pacific Thailand Bangkok

87 - Europe U.K. Leeds (Yorkshire & Humber)

88 - Americas Brazil Campinas

89 - Americas Chile Valparaíso

90 +1 Asia Pacific Philippines Iloilo City

91 +2 Americas Paraguay Asunción

92 +2 Americas Colombia Cali

93 - Asia Pacific Philippines Dumaguete

94 +1 Asia Pacific Philippines Baguio City

95 +1 Europe Serbia Belgrade

96 - Middle East and Africa United Arab Emirates Dubai

97 +1 Asia Pacific Philippines Metro Clark

98 -1 Middle East and Africa Kenya Nairobi

99 - Americas Panama Panama City

100 - Middle East and Africa South Africa Durban

source: Tholons

cee shared services and outsourcing directory - 2016

Documents