Post on 30-Jul-2016
description
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 Barnhardtbarnhardt@biznespolska.pl
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
CEE Shared Services and Outsourcing Directory
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
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
8
Pola
nd: W
arsa
w
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
Number of employees: 55
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
Number of employees: 531
Services offered: SSC: F&A
Contact: Richard Piskorz, Head of AFS Operations
Britenet Sp. z o.o.Year started: 2006
Number of employees: 130
Services offered: IT(software development, testing)
Contact: Tomasz Dziki
Capgemini Polskatel.: 224647132
Year started: 1996
Number of employees: 6370
Services offered: F&A, IT Services/Software
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
Number of employees: 500
Services offered: SSC: F&A, IT Services/Software
Development, HR or Payroll, Data Analytics/
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
Number of employees: 3545
Services offered: SSC: F&A, IT Services/Software
Development, HR or Payroll, Data Analytics/
Management, Logistics/Supply Chain, Customer
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
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
10
Pola
nd: W
arsa
w
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, jbk@kmd.dk
11
CEE Shared Services and Outsourcing Directory
2016 www.ceeOutsourcingAwards.com
Pola
nd: W
arsa
w
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+
Services offered: CC, telemarketing
Connectistel.: 225390840, +48 22 222 5000
Year started: 1996
Number of employees: 250
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
Services offered: SSC: F&A
Contact: Anna Jankowska, Director
Devonshire sp. z o.o.Global HQ: UK
tel.: 22 820 93 60
Number of employees: 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
Number of employees: 300+
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
Number of employees: 200
Services offered: SSC: F&A
Contact: Bjorn Dumortier, Director Financial Services
Group
SSC Linklaters Poland Sp. z o.o.Global HQ: UK
tel.: 603800903
Year started: 2014
Number of employees: 10+
Services offered: SSC: F&A, Data Analytics/
Management, Customer Support/Call Centre/
Telemarketing, Legal Services
Contact: Małgorzata Stachowicz, Shared Service
Centre Manager
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
12
Pola
nd: W
arsa
w
Lionbridge Polandtel.: +48 22 397 00 21, 48228659900
Year started: 1990
Number of employees: 665
Services offered: IT Services/Software Development,
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
Number of employees: 834
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: anna-a.jankowska@db.com
13
CEE Shared Services and Outsourcing Directory
2016 www.ceeOutsourcingAwards.com
Pola
nd: W
arsa
w
Andrzej Kroc, General Manager
SSC Mettler-Toledo sp. z o.o.tel.: 22 440 67 00
Services offered: SSC: F&A
Contact: Mariusz Sej , Head IT Shared Service Center
SSC MMC Eastern Europe Accounting OperationsGlobal HQ: USA
tel.: (22) 456 42 00
Year started: 2015
Number of employees: 100+
Services offered: SSC: F&A, HR for EMEA
Contact: Agnieszka Wladysiak, Head of Operations
SSC MoneyGramGlobal HQ: USA
tel.: 22 440 6825
Services offered: SSC: F&A
Contact: Andrzej Wilk, Senior Vice President, Shared
Services
OEXtel.: 22 377 10 00
Year started: 2011
Number of employees: 10000
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
Services offered: BPO
Contact: Joanna Galuba, PR
SSC Oriflame Global Shared Services FinanceGlobal HQ: Sweden
Year started: 2010
Number of employees: 100+
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
and OutsourcingAwards2016
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
14
Pola
nd: W
arsa
w
SSC Pandora Jewelry Shared Services tel.: +48 22 206 5800
Year started: 2012
Number of employees: 150
Services offered: SSC: F&A
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
Number of employees: 22
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
Number of employees: 1200+
Services offered: SSC: IT, procurement, F&A. Warsaw
GBS is 2nd biggest in EMEA region.
Contact: Janusz Dziurzynski, Director
Provident PolandGlobal HQ: UK
Number of employees: 600+
Services offered: CC, telemarketing
SSC PwC Polska sp. z o.o.tel.: +48 22 746 4000, 48519507542
Number of employees: 25
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
Number of employees: 120
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
Number of employees: 1850
Services offered: SSC: IT Services/Software
Development, HR or Payroll, Data Analytics/
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
Number of employees: 200
Services offered: Software development for ICT& TV
SAT
SSC Schneider Electric - EMEA Finance Shared ServicesGlobal HQ: Germany
tel.: +48 (22) 3145519
Services offered: SSC: F&A
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
Services offered: IT Services/Software Development,
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
Services offered: SSC: F&A
Contact: Jacek Bialas, EMEA Business Services Director
SSC Technicolor Polskatel.: 22 702 75 30
Services offered: SSC: F&A
Teleperformance Polska Sp. z o.o.Global HQ: France
tel.: 48 22 4687018
Year started: 1997
Number of employees: 550
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
and OutsourcingAwards2016
15
CEE Shared Services and Outsourcing Directory
2016 www.ceeOutsourcingAwards.com
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
Number of employees: 450+
Services offered: SSC: F&A
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
and OutsourcingAwards2016
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
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
Number of employees: 100
Services offered: Finance, Accounting, IT Services
Contact: Ramesh Appadurai Phillips
Xerox Sp. z o.o.Year started: 2003
Number of employees: 225
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
Number of employees: 26
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
Services offered: SSC
SSC Centrum Finansowo – Księgowe Grupy Żywiec S.A.tel.: 33 826 20 00
Number of employees: 154
Services offered: SSC
SSC Cooper-Standard Automotive Polska Sp. z o.o.Number of employees: 60
Services offered: SSC
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
CEE Shared Services and Outsourcing Directory
2016 www.ceeOutsourcingAwards.com
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
Services offered: SSC
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
and OutsourcingAwards2016
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
18
Pola
nd: B
ydgo
szcz
Number of employees: 539
Services offered: ITContact: Andrzej Dulka , President
Alcatel - Lucent Polska Sp. z o.o.tel.: 52 349 10 00, 48225155000
Year started: 2006
Number of employees: 539
Services offered: ITContact: Mariusz Kielich, Kierownik ds. komunikacji i PR
Asseco Poland S.A.tel.: 0048 52 327 48 00
Year started: 2012
Number of employees: 330
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
Number of employees: 200
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
Number of employees: 250
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
Number of employees: 60
Services offered: ITContact: Wiesław Łącki , Vice President of the Board
Bazy i Systemy Bankowe S.A.tel.: 52 325 13 00
Year started: 1994
Number of employees: 60
Services offered: IT
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
Number of employees: 101-500
Services offered: SSC, F&A
Contact: Grażyna Rucinska
Centrum Operacyjne Sp. z o.o.tel.: 52 349 94 32
Services offered: Finance
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
Number of employees: 80
Services offered: ITContact: Bożena Chmielarczyk – CEO
Genesys Telecommunications Laboratories Sp. z o.o.tel.: 51 911 61 60
Year started: 2012
Number of employees: 30
Services offered: ITContact: Stanton Roger , President of the Board
Grant Thornton FPA Outsourcing Sp. z o.o.tel.: 69 199 87 02
Services offered: Finance
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
Services offered: Finance
Livingston Poland Sp. z o.o.tel.: 52 583 14 04
Year started: 2008
Number of employees: 30
Services offered: Finance
Contact: Peter Luit, Member of the Board
Logon S.A.tel.: 52 326 00 00
Services offered: IT
Mobica Limited Sp. z o.o.tel.: +48 52 5225728
Year started: 2011
Number of employees: 60
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
Services offered: Call Center
Postdata S.A.tel.: 52 370 57 57
Year started: 1995
Number of employees: 30
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
CEE Shared Services and Outsourcing Directory
2016 www.ceeOutsourcingAwards.com
Pola
nd: B
ydgo
szcz
tel.: 52 308 20 14
Services offered: SSC, F&A
SDL Poland Sp. z o.o.tel.: 52 582 44 00
Year started: 2012
Number of employees: 190
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
Services offered: IT
TEL-DATtel.: 52 341 97 00
Year started: 1996
Services offered: IT
Teleplan Polska Sp. z o.o.tel.: 52 364 62 00
Year started: 2010
Number of employees: 300
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
and OutsourcingAwards2016
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
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
Contact: Jakub Kłoczewiak , President of the
Management Board
CzęstochowaCall Center Inter Galactica (branch)Year started: 2002
Services offered: Call Center, research
Telbridge (branch)Year started: 2007
Services offered: Call Center
TRW AutomotiveYear started: 2007
Number of employees: 190
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
Services offered: Finance, Accounting SSC
Contact: Robert Pielka
SSC ArcelorMittal Shared Services Centre EuropeGlobal HQ: India
tel.: + 48 327772558, 48668460053
Year started: 2008
Number of employees: 600
Services offered: SSC: F&A, Data Analytics/
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
Number of employees: 65
Services offered: Biuro Techniczne i Logistyczne
Contact: Artur Leonowicz
Info Power Sp. z o.o.Year started: 2000
Number of employees: 42
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
Number of employees: 150
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
Number of employees: 330+
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
Number of employees: 330+
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
and OutsourcingAwards2016
21
CEE Shared Services and Outsourcing Directory
2016 www.ceeOutsourcingAwards.com
Pola
nd: G
dańs
k
Services offered: IT services
AtenaYear started: 1991
Number of employees: 500
Services offered: IT
Bank BPH/GE CapitalYear started: 1997
Number of employees: 2900
Services offered: Finance
SSC Bayer Service Center GdańskGlobal HQ: Germany
tel.: 48 58 772 90 00
Year started: 2012
Number of employees: 200
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
Number of employees: 500+
Services offered: Call Center
SSC ENERGA Centrum Usług Wspólnychtel.: +48 58 771 86 01
Year started: 2011
Number of employees: 330
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
Number of employees: 200+
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
Number of employees: 60+
Services offered: ITContact: Lech Babula, Software Service Centre Manager
First Data Global Services Ltdtel.: 48 58 763-67-00
Year started: 2007
Number of employees: 130
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
Number of employees: 200
Services offered: IT
SSC Hempel A/Stel.: 58 521 89 00
Year started: 2010
Number of employees: 765
Services offered: SSC: F&A, IT
Contact: Daria Pawlikowska, Shared Service Center
Manager
HK Finance&AccountingYear started: 2005
Number of employees: 50
Services offered: Finance and accounting
HumaxYear started: 2005
Number of employees: 10Services offered: R&D
IBMYear started: 2009
Number of employees: 100
Services offered: Consulting, application services, IT
ImplixYear started: 2007
Number of employees: 180
Services offered: IT
Intel Technology Poland Gdansktel.: 58 766 11 11
Year started: 1998
Number of employees: 1000
Services offered: IT
IntitecYear started: 2014
Services offered: ITO and IT testing
SSC Jeppesen by BoeingGlobal HQ: USA
tel.: 58 760 61 00
Year started: 1998
Number of employees: 200
Services offered: SSC: IT development
Contact: Rafał Stepnowski , President
Kainos Software Poland Sp. z o. o.tel.: +48 58 333 7171
Year started: 2008
Number of employees: 90
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
and OutsourcingAwards2016
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
22
Pola
nd: G
dańs
k
tel.: 58 773 60 00
Year started: 2013
Number of employees: 165+
Services offered: SSC: F&A, IT Customer support
Contact: Arkadiusz Rochowczyk , Managing director
SSC Lufthansa Systemstel.: 58 3265 400
Year started: 1998
Number of employees: 350
Services offered: SSC
Contact: Ireneusz Zalewski, CEO
SSC Metsä Group ServicesGlobal HQ: Finland
Year started: 2012
Number of employees: 150+
Services offered: SSC: F&A
ireneusz.truszkowski@metsagroup.com
Contact: Ireneusz Truszkowski, General Manager
SSC MOL (Europe) Central Support Unit Sp. z o.o.Global HQ: Japan
tel.: 58 7795810
Number of employees: 2013
Services offered: SSC: F&A
Contact: Reiner Zimbalski, General Manager
NcomputingYear started: 2009
Number of employees: 50
Services offered: IT
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
Number of employees: 30
Services offered: F&A, IT
Contact: Berg Geir Utne, president
OIE SupportYear started: 2012
Number of employees: 130
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
Number of employees: 95+
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
Number of employees: 25
Services offered: R&D
PGS SoftwareYear started: 2014
Services offered: ITO
Playsoft GroupGlobal HQ: France
tel.: 58 341 90 45
Year started: 2006
Number of employees: 100+
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
Services offered: ITO
Contact: Adam Boryniec , Managing Director
PwC Polska - Advisory Center of Excellencetel.: 519506897
Year started: 2015
Number of employees: 150
Services offered: Data Analytics/Management, Legal
Services
Contact: Damian Kalinowski
SSC PZUYear started: 2010
Number of employees: 70
Services offered: SSC: F&A
Qtraveltel.: 58 326-20-00
Year started: 2013
Number of employees: 60
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
Number of employees: 20
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
and OutsourcingAwards2016
23
CEE Shared Services and Outsourcing Directory
2016 www.ceeOutsourcingAwards.com
Pola
nd: G
dyni
a
Number of employees: 50
Services offered: IT and software development
Contact: Leszek Pankiewicz, president
SSC StaplesGlobal HQ: USA
tel.: 58 781 52 00
Year started: 2015
Number of employees: 100+
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
Number of employees: 100
Services offered: IT and software development for this
US-based firm
SSC ThyssenKrupp Group Services Gdansk Sp. z o.o.tel.: 58 763 0052
Services offered: SSC: F&A
Contact: Robert Góra, Manager
TIM Call CenterYear started: 2012
Number of employees: 150
Services offered: Call Centre
TranscomNumber of employees: 1000+
Services offered: Call center
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
Services offered: SSC
Contact: Grzegorz Krzyzanowski, Delivery and
Operations Manager
UTC Fire& Securitytel.: 58 301 38 31
Year started: 2002
Number of employees: 90+
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
Services offered: F&A
Wipro IT Services Gdansktel.: 784-918-950
Year started: 2012
Number of employees: 200
Services offered: IT services
Contact: Fijałkowski Jacek , Country Operation Head
GdyniaADVA Optical NetworkingYear started: 2003
Number of employees: 200
Services offered: R&D
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
Number of employees: 100
Services offered: R&D
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
Number of employees: 120
Services offered: ICT. Several offices throughout CEE
PPG Coating Poland LTDtel.: 58 774 9900
Year started: 2012
Number of employees: 50
Services offered: CC
SSC Sony Pictures Global Business Services Sp. z o.o.tel.: +48 58 667 8200, +48 58 667 8312
Year started: 2009
Number of employees: 195
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
and OutsourcingAwards2016
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
24
Pola
nd: K
atow
ice
SSC ThomsonReuters Europe SAYear started: 2011
Number of employees: 400
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
Number of employees: 500
Services offered: IT, R&D
Contact: Kuba Pancewicz, CEO
GliwiceFuture Processingtel.: 32 461 23 00
Year started: 2000
Number of employees: 550
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
Number of employees: 550
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
Services offered: SSC
SSC Ista Shared Servicestel.: 32 339 71 50
Year started: 2006
Number of employees: 620
Services offered: SSC
Junisoftex Sp. z o. o.
SSC PregisYear started: 2008
Number of employees: More than 100
Services offered: Finance, Accounting SSC
TennecoNumber of employees: 100
Services offered: R&D
TRW AutomotiveContact: John C Plant, President and CEO, TRW
Automotive
WaskoContact: Paweł Kuch , Vice President of the Board
X – solve
GrójecFaureciaNumber of employees: 100
Services offered: R&D
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
Number of employees: 86
Services offered: HR, SSC
Contact: Andrzej Gadaj
Asseco SystemsYear started: 1994
Number of employees: About 44
Services offered: R&D
Bombardier Transportationtel.: 32 730 50 00
Year started: 2001
Number of employees: 100-250
Services offered: R&D
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
Number of employees: 500-1000
Services offered: CS
Contact: Jakub Kłoczewiak , President of the
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
and OutsourcingAwards2016
25
CEE Shared Services and Outsourcing Directory
2016 www.ceeOutsourcingAwards.com
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
Number of employees: under 100
Services offered: IT
Deloitte BPOtel.: 32 508 04 00
Year started: 2008
Number of employees: under 100
Services offered: F&A, HR
Contact: Marek Metrycki , Partner Zarządzający
DisplayLinktel.: 32 721 84 00
Year started: 2008
Number of employees: under 100
Services offered: R&D
Contact: Mariusz Tomaka , President of the Board
SSC Dunlop Conveyor Beltingtel.: +48 32 661 04 80, +48 32 661 04 80
Year started: 2014
Services offered: SSC: F&A, IT Services/Software
Development, HR or Payroll, Logistics/Supply
Chain, Customer Support/Call Centre/
Telemarketing
Contact:
Jakub Daroń, Shared Service Center Head
Enersys
Eniro PolskaYear started: 2001
Number of employees: under 100
Services offered: CS
Contact: Bożena Chmielarczyk , CEO
Ericsson GSDCtel.: 22 691 61 68
Year started: 2009
Number of employees: 100-250
Services offered: IT
Ernst&YoungYear started: 1992
Number of employees: under 100
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
Number of employees: 200-300
Services offered: SSC
Contact: Igor Chalupec, Członek Rady Nadzorczej
FIAT Services Polska
GeneraliYear started: 2011
Number of employees: under 100
Services offered: CS
Grant ThorntonYear started: 2007
Number of employees: under 100
Services offered: F&A
Contact: Tomasz Wróblewski , President of the Board
Grupa ŻywiecYear started: 2011
Number of employees: 250-500
Services offered: CS
HireRight Poland Sp. z o.o.Year started: 2004
Number of employees: 250-500
Services offered: CS, HR, Other
IBMYear started: 2013
Number of employees: 250-500
Services offered: IT, HR, CS
Contact: Ales Bartunek , General Director for Poland
and Baltic States
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
26
Pola
nd: K
atow
ice
ING Services Polandtel.: 32 357 3019
Year started: 2003
Number of employees: 500-1000
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
Number of employees: 250-500
Services offered: SSC: F&A, HR, IT, CS
Kroll OntrackYear started: 2004
Number of employees: under 100
Services offered: IT, R&D
LGBS
Link4 Call Center
MaksimumYear started: 2008
Number of employees: 100-250
Services offered: CS
Mentor Graphicstel.: 32-7315320
Year started: 2005
Number of employees: 250-500
Services offered: R&D, F&A
Contact: Grzegorz Mrugalski, DFT Software
Development Manager
Neubloctel.: 32 201 04 74
Year started: 2009
Number of employees: under 100
Services offered: IT, R&D
Northgate ArinsoYear started: 2003
Number of employees: under 100
Services offered: HR (payroll process outsourcing)
OracleYear started: 2012
Number of employees: under 100
Services offered: IT, CS
OrangeYear started: 2004
Number of employees: 500-1000
Services offered: CS
PERFORM MEDIA POLAND Sp z o. o.tel.: +48 (32) 797 19 48
Year started: 2011
Number of employees: 500
Services offered: IT Software
Contact: RICHARD EDWARD MCMORRIS,
CZŁONEK ZARZĄDU
Poczta Polskatel.: 322532154
Year started: 2012
Number of employees: 250-500
Services offered: CS, DM
Contact: Jerzy Jóźkowiak , President of the
Management Board
Proximetrytel.: 32 200 03 33
Year started: 2006
Number of employees: under 100
Services offered: IT, R&D
Contact: Mirosław Ossysek , General Manager
PwC Service Delivery Center Poland Sp. z o.o.tel.: 519507623
Year started: 2009
Number of employees: 950
Contact:
Paweł Mleczko, Managing Director
Rockwell AutomationYear started: 2006
Number of employees: 250-500
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
Number of employees: 20
Services offered: IT,
Contact: Maciej Topczewski
Sms Metallurgy Polska sp. z o.o.Year started: 2007
Contact: SMS Siemag Aktiengesellschaft, Wspólnik
SteriaYear started: 2007
Number of employees: 500-1000
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
Number of employees: 100-250
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
and OutsourcingAwards2016
27
CEE Shared Services and Outsourcing Directory
2016 www.ceeOutsourcingAwards.com
Pola
nd: K
atow
ice
Ewa Wesoly, Contact center Manager Tenneco
Timken
SSC UnileverYear started: 2008
Number of employees: 250-500
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
and OutsourcingAwards2016
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, jakub.daron@dunlopcb.com
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
28
Pola
nd: K
ielc
e
Number of employees: 250-500
Services offered: SSC: F&A, CS, other
Contact: Anthony Natt
UPCYear started: 2008
Number of employees: 100-250
Services offered: CS
Contact: Christopher F. Biedermann, , Financial
Director UPC Poland
WartaYear started: 2009
Number of employees: under 100
Services offered: CS
Webanywheretel.: 32 630 41 37
Year started: 2012
Number of employees: under 100
Services offered: IT
Wincor NixdorfYear started: 2011
Number of employees: under 100
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
Number of employees: 71
Services offered: IT outsourcing
Contact: Dariusz Borek, President
BC&O Polska Year started: 2001
Number of employees: 65
Services offered: Outsourcing of broadly defined admin-
istrative services
Contact: Mirosław Sroka , President of the Board
BiurexYear started: 1991
Number of employees: 40
Services offered: Financial and accounting, HR
and payroll services
Call Center Inter Galactica Sp. z o.o.Year started: 2002
Number of employees: 500-1000
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, Lalit.Gupta@ngahr.com
29
CEE Shared Services and Outsourcing Directory
2016 www.ceeOutsourcingAwards.com
Pola
nd: K
ielc
e
Centrum Systemów Komputerowych ZETO SAtel.: 41 364 22 00
Year started: 2002
Number of employees: 70
Services offered: IT
ComplexComputers sp. zo.o.tel.: 41 368 06 01
Year started: 1991
Number of employees: 25
Services offered: IT
EduTeltel.: 48 22 610 02 30
Year started: 2013
Services offered: IT
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
Number of employees: 20
INFOVER S.A.tel.: 41 367 85 02
Year started: 2001
Number of employees: 123
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
Services offered: Outsourcing of sales force and call
center services
MJ Sysems Magdalena MichalskaYear started: 2011
Number of employees: 2
(additionally people on specific task contracts
if necessary)
Services offered: IT outsourcing
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.
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
30
Pola
nd: K
rakó
w
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
Number of employees: 20
Services offered: IT outsourcing
SanekYear started: 2009
Number of employees: 90 (countrywide)
Services offered: Outsourcing of sales force and call
center services
Simple OutsourcingYear started: 2009
Number of employees: 20
(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
Services offered: Outsourcing of sales force and call
center services
Contact: Tomasz Ziemniak , Managing Director
Transition Technologiestel.: +48 41 24 97 880
Year started: 2014
Number of employees: 100
Services offered: IT
UCMS Group Polandtel.: 22 329 29 00
Year started: 2013
Number of employees: 24
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
Services offered: SSC
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
Services offered: SSC: IT
Alexander Mann Solutions Poland Sp. z.o.o.tel.: 12 290 78 00
Year started: 2004
Number of employees: 635
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
Services offered: BPO
SSC Amway Business Center EuropeGlobal HQ: USA
tel.: 48123795400
Year started: 2010
Number of employees: 300
Services offered: SSC: F&A, IT Services/Software
Development, HR or Payroll, Data Analytics/
Management, Customer Support/Call Centre/
Telemarketing. ABCE is multifunction captive
servicing Europe in Finance, Marketing, IT,
Customer Service, and number of other highly
specialized services.
Contact: Wojciech Karpinski, Center Head
Antenna Volantis SytemsNumber of employees: 2014
Services offered: IT
Aon Hewitttel.: 48 12 290 97 00
Number of employees: 2014
AprisoNumber of employees: 2014
Services offered: BPO, IT
AVEREAST GROUPYear started: 2014
Services offered: IT
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:
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
32
Pola
nd: K
rakó
w
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
Number of employees: 1000
Services offered: SSC: F&A, IT Services/Software
Development, HR or Payroll, Data Analytics/
Management, Customer Support/Call Centre/
Telemarketing
Contact: Ramon Tancinco, Director of IT Services
Clifford ThamesYear started: 2014
Number of employees: 500
Services offered: BPO, Business Analytics
ComarchNumber of employees: 1000
Services offered: ITContact: Janusz Filipiak , President of the Board
Communication FactoryNumber of employees: 100
Services offered: Call Center
Contact 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
Contact: Jakub Kłoczewiak , President of the
Management Board
Deloitte BPOYear started: 2008
Number of employees: 13
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
Services offered: SSC: F&A
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
and OutsourcingAwards2016
33
CEE Shared Services and Outsourcing Directory
2016 www.ceeOutsourcingAwards.com
Pola
nd: K
rakó
w
Ericpol TelecomYear started: 2014
Services offered: BPO, IT
Contact: Paweł Szczerkowski
ESETYear started: 2014
Services offered: BPO, R&D
SSC Euroclear Bank S.A.Global HQ: Belgium
tel.: 12-363-9710
Year started: 2013
Services offered: SSC: F&A
Contact: Geert Desmedt, GM
Euroscript Polandtel.: 600-288-500 mobile
Services offered: BPO
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
Number of employees: 150
Services offered: R&D engineering
Fortis BankNumber of employees: 50
Services offered: Clearing Center
FQS Poland (Fujitsu)Year started: 2014
Services offered: BPO, R&D
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
Services offered: SSC
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
Number of employees: 65
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
Number of employees: 900
Services offered: SSC: F&A, Data Analytics/
Management.
Modern officecomplex
ul. Czerwone MakiKrakow
Special Economic Zone
+48 12 295 08 08 www.dotoffice.com.pl
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
34
Pola
nd: K
rakó
w
Contact: John Lyons, Director, Financial Shared Services
Hewitt AssociatesServices offered: BPO, HR
SSC Hitachi Data Systemstel.: 48 12 3831 623
Year started: 2007
Number of employees: 270
Services offered: SSC: F&A, IT Services/Software
Development, HR or Payroll, Data Analytics/
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
Services offered: BPO, IT
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; douglas.jones@ch2m.com
35
CEE Shared Services and Outsourcing Directory
2016 www.ceeOutsourcingAwards.com
Pola
nd: K
rakó
w
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
Services offered: BPO
LastminuteServices offered: BPO
SSC Lufthansa Global Business ServicesGlobal HQ: Germany
tel.: +48 (12) 334 80 00
Number of employees: 500+
Services offered: SSC: F&A, HR, Revenue Accounting,
Procurement for whole Lufthansa Group.
Contact: Lars Christophers, General Manager
Lumessetel.: 48123421400
Services offered: ITO
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
Number of employees: 1926
Services offered: IT Services/Software Development
Contact: Wojciech Mach, Managing Director Luxoft
Central Europe
Metrosoft PolandYear started: 2014
Services offered: BPO, IT
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
Services offered: R&D
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
36
Pola
nd: K
rakó
w
SSC PMI Service Center EuropeServices offered: SSC: F&A
PNO ConsultantsServices offered: BPO, Business Analytics
SSC Premier Farnell (Element 14)tel.: 12 349 7000
Services offered: SSC
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
Number of employees: 330
Services offered: SSC: F&A, IT Services/Software
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
Services offered: BPO, R&D
SercoYear started: 2014
Services offered: BPO
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
Number of employees: 120
Services offered: IT, Automatyka
Software MindYear started: 2014
Services offered: BPO, IT
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
Number of employees: 2800
Services offered: Pension/Investment fund Accounting/
Admin
Contact: Scott Newman, Director
Stefaninitel.: 3226202023, 3226202020
Number of employees: 21000
Services offered: IT Services/Software Development,
Customer Support/Call Centre/Telemarketing
Contact: Andreea-Dana Stanescu, VP Service
Delivery EMEA
TechTeam GlobalServices offered: BPO
TeleinventionServices offered: BPO
SSC Tesco PolandYear started: 2014
Services offered: SSC, F&A
UBS Poland SCtel.: 12 399 7027
Contact: Małgorzata Szoka, Internal and External
Communication Director
SSC UPM KymmeneGlobal HQ: Finland
Services offered: SSC: IT
Contact: Andre Faust, Direcor, SSC Krakow
SSC Vesuvius (Cookson)Services offered: SSC
Wyse TechnologyYear started: 2014
Services offered: R&D
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
and OutsourcingAwards2016
37
CEE Shared Services and Outsourcing Directory
2016 www.ceeOutsourcingAwards.com
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
Services offered: SSC
Contact: Grzegorz Okrasa, Area Sales Manager
AccentureYear started: 2005
Number of employees: 80
Services offered: IT
AccentureYear started: 2013
Number of employees: 100
Services offered: Consulting, IT
Contact: Witold Rogowski , Managing Director
ACS Solutions Poland/XeroxYear started: 2001
Number of employees: 150
Services offered: Finance and accounting
Agreeya Mobility Poland Sp. z o.o.tel.: 60 830 30 02
Services offered: R&D
AMG.netYear started: 2014
Number of employees: 100
Services offered: IT, Customer Care
AryngaYear started: 2013
Number of employees: 40
Services offered: IT, R&D
Atos OriginNumber of employees: 85
Services offered: Finance and accounting
Bank Pekao SANumber of employees: 300
Services offered: Back-office, call centre
SSC Barry Callebauttel.: 42 683 77 00
Services offered: SSC
Contact: Anna Magier, Dyrektor ds. Personalnych
BMSServices offered: IT, R&D
SSC Bosch&Siemenstel.: 42 272 86 65
Services offered: SSC
Contact: Gerard Mertens, Quality manager
SSC BRE Centrum operacjiServices offered: SSC
Contact: Barbara Tkaczyk, specjalista w firmie BRE
Centrum Operacji
SSC BSHYear started: 2013
Number of employees: 30
Services offered: R&D, IT, SSC
Contact: Oliver Giersberg , Member of the Board
BSS - Business Support Solution S.A.Year started: 2010
Number of employees: 332
Services offered: Finanse i księgowość
Capita (SouthWestern BPS Poland)tel.: 42 288 07 00
Year started: 2007
Services offered: BPO
SSC Cardif Servicestel.: 42 278 11 23
Services offered: SSC
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
Services offered: SSC
SSC CitiFinancialtel.: 42 / 630 74 21
Services offered: SSC
SSC Clariant IIYear started: 2014
Number of employees: 30
Services offered: SSC, księgowość AR
Contact: Mariusz Kaźmierczak , Head of FSSC AP
Lodz
Comarch S.A.Year started: 2006
Number of employees: 200
Services offered: IT
Contact 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
Contact: Jakub Kłoczewiak , President of the Board
Be� BPO Firm of �e Y�r – Po�nd
Capita Pols�
Winner
CEE Shared Services
and OutsourcingAwards2016
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
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
Services offered: SSC
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
Number of employees: 50
Services offered: IT help desk
Fujitsu Technology SolutionsGlobal HQ: Japan
tel.: +48 42 271 3001
Year started: 2009
Number of employees: 1100
Services offered: F&A, IT Services/Software
Development, Customer Support/Call Centre/
Telemarketing, R&D
Contact: Piotr Jankowski, Head of GDC
GEYear started: 2013
Number of employees: 20
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
Services offered: SSC
GFT Group (Rule Financial)Year started: 2014
Number of employees: 150
Services offered: IT, Finance
SSC Indesit Company Polska Sp. z o.o.tel.: 42 645 50 10,42 645 52 51
Services offered: SSC
Contact: Fabio Pommella, Prezes zarządu
InfosysYear started: 2013
Number of employees: 400+
Services offered: F&A/IT/HR/Management
Contact: Agnieszka Jackowska , Center Head
INTERsoftYear started: 1997
Number of employees: 70
Services offered: IT
LSI Softwaretel.: 42 680 80 90
Number of employees: 130
Services offered: IT/software
MakolabYear started: 1993
Number of employees: 50
Services offered: IT
MbankYear started: 2001
Number of employees: 800
Services offered: Call center, Finance and accounting
SSC McCormick Shared Services Year started: 2014
Number of employees: 100
Services offered: SSC: F&A
Contact: Marta Maruszewska, Site Manager
MobicaYear started: 2007
Number of employees: 70
Services offered: ITContact: Tomasz Krawczynski , Managing Director of
Polish Offices
SSC Nordea Bank Polska S.A.tel.: 42 638 01 50
Year started: 2014
Services offered: SSC
OSTCYear started: 2013
Number of employees: 30
Services offered: Banking & Finance
Contact: Marcin Kaczmarek , Director
SSC PGE Obrót S.A.tel.: 42 675 29 01
Year started: 2014
Services offered: SSC
Contact:
Tomasz Zarzycki, Project Manager at PGE
Obrot SA
SSC Phillipstel.: (22) 571 00 00
Year started: 2003
Services offered: SSC
Pixel Technology
SSC PKO BPYear started: 2014
Number of employees: 200
Services offered: SSC,banking
SSC PolkomtelYear started: 2003
Number of employees: 800+
Services offered: SSC
Contact: Jarosław Andrzej Szczepek , Prezes
Poyrytel.: 42 6380400
Services offered: R&D
Contact: Dariusz Rogala, Project Manager
PrudentialYear started: 2014
Number of employees: 100
Services offered: F&A
SSC PZUServices offered: SSC
Randstad Payroll Solutions Sp. z o.o.Year started: 1998
Number of employees: 50
Services offered: Payroll and HR file administration
Contact: Katarzyna Plucinska , Managing Director
Samsung R&DYear started: 2013
Number of employees: 150
Services offered: IT R&D
SSC Sanitec SSCYear started: 2014
Number of employees: 25
Services offered: SSC: F&A
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
CEE Shared Services and Outsourcing Directory
2016 www.ceeOutsourcingAwards.com
Pola
nd: Ł
ódź
SSC Takeda SCE Sp. z o.otel.: 42 273 20 00
Services offered: SSC
Contact: Zofia Zakrzewska, HR Specialist
Target BPOtel.: 42 253 77 00
Services offered: BPO
Contact: Krzysztof Twardowski , Operations
Director
SSC Tate&Lyletel.: 42 272 46 01
Services offered: SSC
Contact: Milosz Aleksander, Head of Global Shared
Services
Tax Caretel.: +48 22 262 00 00
Year started: 2013
Number of employees: 700
Services offered: Call center, accounting, sale
TechnitelServices offered: IT centre
TelecaYear started: 1999
Number of employees: 150
Services offered: IT
TELMONYear started: 2013
Number of employees: 100
Services offered: Sales & Marketing (Call center)
Contact: Artur Kapacki , President of the Board
TomTom IYear started: 2014
Number of employees: 150
Services offered: VP Customer Care, CS Support
Services
IT
Contact: Krzysztof Miksa , Director Engineering
TRADENETYear started: 2013
Services offered: IT
Transition Technologies S.A., PSC tel.: 42 664 97 20
Services offered: IT
UnicreditoYear started: 2006
Number of employees: 41
Services offered: IT
SSC UPS Global Business Service CenterYear started: 2014
Number of employees: 300
Services offered: SSC: F&A
Veolia Environnement - SAP Center of ExcellenceYear started: 2013
Number of employees: 55
Services offered: SAP
Contact: Adam Wiercioch , Service Delivery Manager
Warta Insurance GroupYear started: 2004
Number of employees: 60
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
Services offered: IT
BZ WBK
Genpact Poland Sp. z o.o.Year started: 2009
Number of employees: 250
Services offered: F&A, OTC, STP
Contact: Calin Avram
Infinitetel.: 81 745 17 50
Number of employees: 101-250
Services offered: R&D
Open Finance CC
Orange Costumer Service
SSC Orange Customer ServiceYear started: 2010
Number of employees: 250
Services offered: SSC
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
Number of employees: 51-100
Services offered: SSC
SSC PKO BPtel.: 815356565
Year started: 2000
Number of employees: 250
Services offered: SSC
Transition Technologiestel.: 81 46 03 470
Year started: 2014
Number of employees: 51-100
Services offered: ITO
Contact: Urszula Kwiatkowska
LubońOEX Business ServicesGlobal HQ: Poland
tel.: 61 886 25 00
Year started: 2011
Number of employees: under 50
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
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
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
Number of employees: 166
Services offered: ITO
Contact: Gabriela Plencler Borecka
Future Processing Sp. z o.o.tel.: 32 461 23 00
Ista Global HQ: Germany
Year started: 2015
Number of employees: 80
Services offered: BPO
Contact: Anna Gładki
SSC Nowa ItakaGlobal HQ: Poland
Year started: 1989
Number of employees: 20
Services offered: SSC
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
Number of employees: 50
Services offered: SSC
R.N.G. Sp. z o.o.Number of employees: Planned 60
Services offered: Call center
Contact: Magdalena Daszkiewicz , Manager
SSC SindbadGlobal HQ: Poland
Year started: 1983
Number of employees: 20
Services offered: SSC
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
Number of employees: 50-100
Services offered: SSC: F&A, SAP,Customer service
Contact: Anna Chrobak
SSC John DeereGlobal HQ: USA
tel.: 61 81 15 196
Year started: 2014
Number of employees: under 50
Services offered: SSC, F&A
Contact: Ken Golden, Director, Global PR Strategy
SSC LorenzGlobal HQ: Germany
tel.: (61) 86 49 700
Year started: 2008
Number of employees: 50-100
Services offered: SSC,F&A/IT
Contact: Carsten Korthaus, Prezes Zarządu
PoznańSSC A. SchulmanGlobal HQ: USA
tel.: 61 668 19 00
Year started: 2015
Number of employees: 50-100
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
Number of employees: 100-200
Services offered: BPO, Customer Operations
SSC ADMGlobal HQ: USA
Year started: 2014
Number of employees: 100-200
Services offered: F&A, SSC
Contact: Agnieszka Dąbrowska, Operations Manager
Administration Personnel ServicesGlobal HQ: Germany
tel.: 61 664 74 26
Year started: 2013
Number of employees: 500-1000
Services offered: BPO, Customer Operations,
Contact: Janusz Jankowiak, Zarząd
Administration Personnel ServicesGlobal HQ: Germany
tel.: 61 664 74 26
Year started: 2013
Number of employees: 500-1000
Services offered: BPO, Customer Operations,
Contact: Tomasz Hadzik, Director
Allegro Global HQ: USA
tel.: 22 832 30 47
Year started: 1999
Number of employees: > 1000
Services offered: IT, e-commerce
Alma (Systemy Informatyczne)tel.: 61 646 09 81
Alphanumeric Systems EuropeGlobal HQ: USA
Year started: 2015
Number of employees: under 50
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
Number of employees: under 50
Services offered: BPO, F&A, HR, HCM, consulting
Contact: Katarzyna Banach, Prezes Zarządu
SSC Bridgestone EBSGlobal HQ: Japan
Year started: 2011
41
CEE Shared Services and Outsourcing Directory
2016 www.ceeOutsourcingAwards.com
Pola
nd: P
ozna
ń
Number of employees: 100-200
Services offered: SSC: F&A, Legal, HR, Controlling, SSC
Contact: Marzena Bobryk
SSC Carl Zeiss Global HQ: Germany
Year started: 2012
Number of employees: 50-100
Services offered: SSC, F&A - AP, AR, FA, GL
Contact: Rainer Wegrath, Managing Director
Carlsberg Shared Services Global HQ: Denmark
Year started: 2006
Number of employees: 200-500
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
Number of employees: 50- 100
Services offered: ITO, IT
Contact:
Tim Oldenburg, Operations Director
SSC Ciber Global HQ: USA
tel.: 61 622 73 81
Year started: 2010, 2014
Number of employees: 200- 500
Services offered: ITO, SSC, F&A, HR (recruitment,
payroll)
Contact: Jarosz Krzysztof , Managing Director
CleengGlobal HQ: Netherlands
Year started: 2015
Number of employees: under 50
Services offered: R&D, IT video solutions
Contact: Tomasz Szadkowski, Services Lead @Cleeng
Cognifide Global HQ: UK
Year started: 2005
Number of employees: 200- 500
Services offered: IT, Software development
Contact: Marcin Stańczyk, Managing Director
Contact CenterGlobal HQ: France
Year started: 1999
Number of employees: 500- 1000
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
Number of employees: 200- 500
Services offered: SSC: F&A
Contact: Krzysztof Luty , Dyrektor
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
42
Pola
nd: P
ozna
ń
Duni EFF SP.z o.o.Global HQ: Sweden
tel.: 48616560701
Year started: 2005
Number of employees: 50
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
Number of employees: > 1000
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
Number of employees: under 50
Services offered: SSC, F&A
Contact:
Marcin Glogowski, European Project Manager
- Finance
FinnchatYear started: 2014
Number of employees: 50
Services offered: online chat
Contact: Kasia Antkowiak, HR manager
SSC Franklin Templeton Investments CenterGlobal HQ: USA
Year started: 2007
Number of employees: 500- 1000
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
Number of employees: 100- 200
Services offered: BPO, F&A
GFT PolandGlobal HQ: Germany
tel.: 61 880 09 01
Year started: 2013
Number of employees: 200- 500
Services offered: ITO, IT
Contact: Marek Bartosik , Site Manager
SSC GlaxoSmithKline Global IT CentreYear started: 2007
Number of employees: 200
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
Services offered: R&D
Grant Thornton Frąckowiak so. Z o.o. sp. k.Global HQ: UK
tel.: 61 625 11 00
Year started: 1993
Number of employees: 200- 500
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
Number of employees: 20
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: Nico.van.meerbeeck@aschulman.com; +48 505 453 497
43
CEE Shared Services and Outsourcing Directory
2016 www.ceeOutsourcingAwards.com
Pola
nd: P
ozna
ń
Contact: Dominika Melon
Holicon Sp. z o.o.Year started: 2004
Number of employees: 900
Services offered: Call Center, Sales center, IT solutions,
Personalized marketing
Contact: Marcin Pankau
Holiday CheckGlobal HQ: Switzerland
Year started: 2011
Number of employees: under 50
Services offered: R&D, IT
Contact: Przemysław Skiba, Director IT International
HuaweiGlobal HQ: China
Year started: 2016
Number of employees: under 50
Services offered: IT, Mobile technologies, R&D
SSC Ikea Shared ServicesGlobal HQ: Sweden
tel.: 61 650 71 00
Year started: 2010
Number of employees: 200- 500
Services offered: SSC: F&A /HR / IT
Contact: Jon Parton
IntitekGlobal HQ: France
Year started: 2014
Number of employees: under 50
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
Number of employees: 200-500
Services offered: SSC, F&A, HR
Contact: Kinga Kurlit, SSC Director
SSC Kennametal ServicesGlobal HQ: USA
tel.: 61 665 65 00
Year started: 2010
Number of employees: 50-100
Services offered: SSC, Customer service
Contact: Robert Mazurek , Finance Manager Central
Eastern Europe
KleffmannGlobal HQ: Germany
tel.: (61) 647-39-74
Year started: 1993
Number of employees: under 50
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
Number of employees: 200-500
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
Services offered: SSC: F&A, IT
Contact: Wojciech Skrudlik, Director of Mars Financial
Service Center Europe
SSC McKinsey EMEAGlobal HQ: USA
tel.: 61 842 1000
Year started: 2011
Number of employees: 500-1000
Services offered: Support for European offices, SSC
Contact: Monika Stachowiak, GM
Mentor GraphicsGlobal HQ: USA
Year started: 2009
Number of employees: under 50
Services offered: R&D, IT
Contact: Grzegorz Mrugalski, Development
Engineering Manager
SSC Newell RubbermaidGlobal HQ: USA
Year started: 2013
Number of employees: 200-500
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
Number of employees: under 50
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
Number of employees: under 50
Services offered: R&D, IT
Contact: Zbigniew Cieluba, General Manager Poland
Opera Software (d. BenQ) OS ASA
SSC OsramGlobal HQ: Germany
tel.: 22 550 23 00
Year started: 2015
Number of employees: under 50
Services offered: HR, SSC
SSC PepcoGlobal HQ: USA
tel.: 61 668 43 00
Year started: 2015
Number of employees: under 50
Services offered: SSC, Customer service, Marketing,
Logistics, procurement
PolarisGlobal HQ: USA
tel.: 60 800 60 08
Year started: 2014
Number of employees: under 50
Services offered: Chemical analysis, R&D
SSC Propex Services GroupYear started: 2013
Services offered: SSC
Contact: Michael Kevin Gorey , President of the Board
Q-PartnersServices offered: R&D
Rule Financialtel.: 61 880 09 01
Year started: 2013
Number of employees: 100-250
Services offered: ITO
Contact: Piotr Kania, Country Manager
SavvisYear started: 2012
Services offered: ITO
SelvitaGlobal HQ: Poland
Year started: 2016
Number of employees: under 50
Services offered: Biotechnology, Pharmaceutics, R&D
SiiGlobal HQ: France
tel.: 61 639 76 80
Year started: 2010
Number of employees: 100 - 200
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
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
Number of employees: 50 -100
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
Number of employees: under 50
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
Number of employees: 200- 500
Services offered: IT, ITO
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
Number of employees: under 50
Services offered: R&D, FMCG
Contact: Sabine Tandela, Director
SSC Veolia Centrum Usług WspólnychGlobal HQ: France
tel.: 61 829 92 60
Year started: 2006
Number of employees: 50-100
Services offered: SSC: IT/F&A/Risk management
Contact: Agata Bąk-Mazurek, Prezes Zarządu
ViaVox Call Contact CenterGlobal HQ: Poland
Year started: 2004
Number of employees: 500 -1000
Services offered: IT/contact center, BPO/ITO
Contact: Marcin Pankau, CEO
SSC Volkswagen PoznańGlobal HQ: Germany
tel.: 61 876 18 36
Year started: 2015
Number of employees: under 50
Services offered: SSC, F&A
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
Number of employees: 60
Services offered: SSC: F&A, IT Services/Software
Development
Contact: Izabella Maczkowska-Ciborowska, CEE
Finance Director/SSC Director
WikiaGlobal HQ: USA
Year started: 2007
Number of employees: under 50
Services offered: R&D, IT
Contact: Andrzej Swędrzyński, Director, Programming
ZETO S.A.Global HQ: Poland
tel.: 61 854 02 00
Year started: 1965
Number of employees: 50 -100
Services offered: IT, ITO
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
Number of employees: 100- 200
Services offered: IT, ITO
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
Number of employees: 30
Services offered: Digital Archiving
RadomCentrum Przetwarzania Danych Ministerstwa Finansów
Energetyczne Centrum S.A.Year started: 2010
Number of employees: 100
Contact: Dariusz Chlastawa
Europe Calling Sp. z o. o.tel.: 48 368 24 55
Year started: 2007
Number of employees: 96
Services offered: Call Centre, Back Office Service
Contact: Grzegorz Bruski
Idea Call CenterYear started: 2013
Number of employees: 150
Contact: Vlado Bogdanov
Iron Mountain – Centrum Przetwarzania DanychYear started: 2009
Number of employees: 250
Contact: Iwona Wałach
Multimedia Interactive Sp. z o.o.Year started: 2012
Number of employees: 300
Contact: Kamal Sitkowski , Attun
SMG/KRC – Call CentreYear started: 2008
Number of employees: 500
Contact: Wojciech Hołdakowski
Telbridge RadomYear started: 2007
Number of employees: 200
Contact: Artur Bakuła
45
CEE Shared Services and Outsourcing Directory
2016 www.ceeOutsourcingAwards.com
Pola
nd: S
zcze
cin
TelecentrumYear started: 2003
Number of employees: 40
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
Number of employees: 300
Services offered: Call center (business travel)
Contact: Małgorzata Kędzierska-Czapla
Centrum Usług Finansowych ACP Pharma S.A.Year started: 2010
Number of employees: About 80
Services offered: Finance, service ACP PHARMA Group
Contact: Daniel Pitrus , Director CUF
Centrum Zastosowań Informatycznych
ContactPointYear started: 2003 Poland, 2006 Rzeszów
Number of employees: About 600
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
Number of employees: 200
Services offered: R&D
Contact: Raul Tapesko
ICN Polfa RzeszówYear started: 1997
Services offered: Call centre
Contact: Alicja Syrek
ICN Polfa RzeszówYear started: 1997
Services offered: Call centre
Contact: Mariusz Gajowniczek, President
Mobica Ltdtel.: 17 717 65 38
Year started: 2015
Number of employees: 130
Services offered: IT (software engineering)
OPTeam S.A.
SSC PKO BPYear started: 2015
Number of employees: 150-250
Services offered: Call Center
SSC : Banking March 2015
Pratt&Whitney
Reslogistictel.: 17 772 58 00, 661617652
Year started: 2014
Services offered: TSL (Logistics, Transport)
Sanofi AventisYear started: 2006
Number of employees: 190
Services offered: Call centre
Contact: Marynika Woroszylska-Sapieha ,
President, General Manager
Soft SystemYear started: 1990
Number of employees: About 300
Services offered: Call centre
Contact: Liliane Saberin – President
Unicall Communicationtel.: 734167777
Number of employees: 90
Services offered: BPO/CC
Contact: Marcin Łukaszik, sales manager
ZETO-RZESZÓW Sp. z o.otel.: 17 852 13 55
Number of employees: 100
Services offered: ITContact: Adam Jan Żarnowski , Członek Rady
SandomierzPilkington Automotive
Szczecinarvato BertelsmannGlobal HQ: Germany
tel.: 91 351 85 00
Year started: 2004
Number of employees: 290
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
Number of employees: 220
Services offered: ITContact: Jacek Lisowski , Członek Zarządu
brightONEtel.: 91 814 45 55
Year started: 2013
Number of employees: 140
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
Number of employees: In Poland: 5915
Services offered: Telesales, sales support, databases,
call centre, debt recovery, marketing research,
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
46
Pola
nd: S
zcze
cin
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, plwofa@coloplast.com
47
CEE Shared Services and Outsourcing Directory
2016 www.ceeOutsourcingAwards.com
Pola
nd: S
zcze
cin
office services, voice recordings, business
consultancy, handling overflow traffic, contact
centre virtualisation
Contact: Jakub Kłoczewiak , President of the
Management Board
ConvergysGlobal HQ: USA
tel.: 91 488 13 23
Year started: 2005
Number of employees: 270
Services offered: CC
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
Number of employees: 140
Services offered: SSC: F&A
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
Services offered: BPO
Genpact PL Sp. z o.o.Year started: 2013
Number of employees: 100+
Services offered: F&A, Procurement, Banking Services,
Customer Services
Contact: Pascal Henssen
HuuugegamesGlobal HQ: Finland
tel.: 91 455 31 50
Year started: 2002
Number of employees: 85
Services offered: ITContact: Małgorzata Juzefowicz
Marine Technology Centre Co.tel.: 918310935
Year started: 1971
Number of employees: 100
Services offered: R&D
SSC Metro Services PLGlobal HQ: Germany
tel.: 91 486 66 00
Year started: 2012
Number of employees: 95
Services offered: SSC: F&A
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
Number of employees: 50
Services offered: R&D
Contact: Daniel Jabłoński , Chief Operating Officer
Stream Global ServicesYear started: 2005
Number of employees: 280
Services offered: Call center
Sunrise financeGlobal HQ: Poland
tel.: 66 408 02 20
Year started: 2012
Number of employees: 120
Services offered: BPO/IT
Contact: WOJCIECH KRZYSZTOF KARBOWSKI
, PREZES ZARZĄDU
Tieto Poland Sp. z o. o.Global HQ: Finland
tel.: 918144555
Year started: 2006
Number of employees: 300
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
Number of employees: 350
Services offered: SSC: F&A
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
Number of employees: 20
Services offered: F&A
ToruńAllegro IT CenterYear started: 1999 (since 2008 in Toruń)
Number of employees: ca 50 (in Toruń)
Services offered: IT
CemtelYear started: 2000
Number of employees: 70
Services offered: Customer support
CTDPYear started: 1999
Number of employees: ca 1000 (in 2008)
Services offered: Customer support
Cyfrowy PolsatYear started: 1992 (since 2010 in Toruń)
Number of employees: ca 300 (in Toruń)
Services offered: Customer support
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
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
48
Pola
nd: W
rocł
aw
OpusCapita Sp. z o.o.tel.: 48502777411
Year started: 2008
Number of employees: 700
Services offered: BPO: F&A, IT Services/Software
Development, HR or Payroll
Contact: Jarosław Tkaczyk, Managing Director
TelbridgeYear started: 2002
Number of employees: ca 540 (in 2012)
Services offered: Customer support
TelmonYear started: 2011
Number of employees: ca 350
Services offered: Customer support
WroclawSSC BD (Becton Dickinson) Shared Servicestel.: 48717576000
Year started: 2010
Number of employees: 250+
Services offered: SSC: F&A, IT Services/Software
Development, HR or Payroll, Data Analytics/
Management, Logistics/Supply Chain, Customer
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
Number of employees: 600
Services offered: Banking operations - Santander group
shared services
Contact: Dariusz Bazeli, General Manager
getsixtel.: +48 71 388 13 01
Year started: 2007
Number of employees: 90
Services offered: BPO: F&A, IT Services/Software
Development, HR or Payroll
Contact: Claus Frank, Partner
QIAGEN Business Services Sp. z o.o.tel.: 71 710 75, 887333104
Year started: 2012
Number of employees: 166
Services offered: IT Services/Software Development,
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
Number of employees: 250
Services offered: SSC: F&A, IT Services/Software
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
Services offered: R&D
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
Number of employees: 400+
Services offered: SSC:F&A
Contact: Martin Ring, MD
brightONEtel.: 91 814 45 55
Number of employees: 250
Services offered: R&D
Contact: Jakub Borowczyk, Head of Business
Development
Capgemini, Software Solutions Centertel.: +48 (71) 756 00 01
Year started: 2004
Number of employees: 500
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
Number of employees: 564
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
Services offered: IT
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
CEE Shared Services and Outsourcing Directory
2016 www.ceeOutsourcingAwards.com
Pola
nd: W
rocł
aw
Number of employees: 65
Services offered: R&D (Whitegoods)
Contact: Juergen Hirath
Dolby Poland Sp. z.o.o.tel.: +48-71-7352-300
Year started: 2012
Services offered: R&D
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
Number of employees: 560+
Services offered: F&A, IT Services/Software
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
Services offered: ITO
Contact: Bartosz Fudala
SSC IBM Global Services Delivery Centre Poland Sp. z o.o.Year started: 2010
Number of employees: 2000
Services offered: SSC IT
Contact: Stefan Stangret
ImpelYear started: 1991
Services offered: BPO (HR, IT, F&A)
Contact: Konrad Korczak, Drektor, Accounting Services
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
50
Pola
nd: W
rocł
aw
Infusiontel.: (+48) 12 341 9730
Year started: 2012
Services offered: ITO
IrevnaNumber of employees: Planned 100
Services offered: KPO Center (Mathematics)
SSC JP WeberYear started: 2004
Services offered: SSC: F&A
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
Services offered: R&D
Contact: Christoph Müller
MphasisGlobal HQ: India
Services offered: HR, Accounting
Nokia Solutions and NetworkGlobal HQ: Finland
tel.: 71 777 41 30
Number of employees: 900
Services offered: IT R&D
Objectivity Bespoke Software Specialists Sp. z o.o.Global HQ: UK
tel.: +48 71 7494 000
Services offered: IT
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
Number of employees: 150
Services offered: IT R&D
Contact: Erik Harrell, President
SSC Parker Hannifintel.: 71 38 20 100
Year started: 2013
Services offered: SSC: F&A
Piekielnik Business ConsultingGlobal HQ: Poland
tel.: 691370590
Contact: Tomasz Piekielnik, CEO, Partner
PPGYear started: 2010
Services offered: R&D
Contact: Anna Łatoszyńska
QADNumber of employees: 50
Services offered: R&D
Contact:
51
CEE Shared Services and Outsourcing Directory
2016 www.ceeOutsourcingAwards.com
Pola
nd: W
rocł
aw
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
Number of employees: 260
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
Number of employees: 222
Services offered: IT, Software development services
Contact: Krzysztof Kuliński
RinfYear started: 2003
Services offered: ITO
Contact: Aleksander Lewicki
SSC RuukkiYear started: 2005
Number of employees: 50
Services offered: SSC: F&A
SSC Santander Consumer BankNumber of employees: Planned 300
Services offered: SSC
Contact: Sebastian Łękawa
Siemens AGGlobal HQ: Canada
tel.: 71 777 15 42
Number of employees: 50
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
Number of employees: 150-200
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
Services offered: SSC
SSC UBS Business Solution CenterGlobal HQ: Switzerland
Year started: 2015
Services offered: SSC: F&A
Contact: Grzegorz Pabian, Director
UNIT 4 TETAtel.: +48 71 323 40 00
Year started: 2014
Services offered: IT
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
Number of employees: 40
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
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
Pola
nd: C
ityN
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.
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
SandomierzPilkington Automotive
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.
Centrum Zastosowań Informatycznych
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
CEE Shared Services and Outsourcing Directory
2016 www.ceeOutsourcingAwards.com
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.
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
SandomierzPilkington Automotive
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.
Centrum Zastosowań Informatycznych
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
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
54
Hun
gary
HungaryBudapestSSC AB InBevGlobal HQ: USA
Year started: 2006
Number of employees: 150
Services offered: SSC: F&A, HR, IT, Logistics
Accenturetel.: 3613273700
Year started: 1992
Number of employees: 260
Services offered: BPO: F&A, etc.
SSC AcelityGlobal HQ: USA
tel.: 36-1-880-2501
Year started: 2010
Number of employees: 250+
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
Number of employees: 115+
Services offered: SSC Centre of Excellence: F&A, IT, HR
Contact: Emese Szakacs, Director
AgodaYear started: 2011
Number of employees: 148
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
Number of employees: 100+
Services offered: SSC: F&A
Contact: Duncan Johnson, Managing Director
Avayatel.: +36 1 238 8200
Year started: 2001
Number of employees: 150
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
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
56
Hun
gary
SSC Avis Budget Group BSC Kft. Global HQ: USA
tel.: +36 (1) 887 1401
Year started: 2003
Number of employees: 1000+
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
Number of employees: 900
Services offered: SSC: F&A
Contact: Balazs Fertig, Talent Engagement Manager
SSC Celanese BBSCGlobal HQ: USA
tel.: +361-627-7400
Year started: 2007
Number of employees: 450+
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
Number of employees: 300
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
Number of employees: 1200
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 soma.demeny@ge.com
57
CEE Shared Services and Outsourcing Directory
2016 www.ceeOutsourcingAwards.com
Hun
gary
CloudAgents (COMFORCE Zrt.)tel.: 3619995300, 3619995300
Year started: 2008
Number of employees: 400
Services offered: Customer Support/Call Centre/
Telemarketing. Provides a global solution for
multilingual customer service in a pay-per-use
model with home-based agents around the
globe.
Contact: David Papp, CEO
Cognizant Delivery CenterGlobal HQ: USA
tel.: 361-456-7000
Year started: 2008
Number of employees: 440
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
Number of employees: 200+
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
Number of employees: 60
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
Number of employees: 770
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
Number of employees: 150+
Services offered: Contact center: Logistics/supply chain
Diageo Business ServicesGlobal HQ: UK
tel.: +361-412-9511, 36308169478
Year started: 2002
Number of employees: 1200
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
Number of employees: 570
Services offered: manpower leasing
Eaton - EMEA Business Service Centertel.: 3614999015
Year started: EMEA BSC: July 2015
Number of employees: 150+
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
Services offered: Call Center
Contact: Laszlo George
SSC Emirates SSCYear started: 2014
Number of employees: 300+
Services offered: SSC: Customer service
Contact: Gabor Horvath , Country Manager
ESABGlobal HQ: UK
tel.: +361-382-1200
Year started: 2010
Number of employees: 140
Services offered: Finance, IT
outsourcing, service desk, logistics, procurement
SSC ExxonMobil BSCGlobal HQ: USA
tel.: +36 1 298 5000
Year started: 2004
Number of employees: 1400
Services offered: SSC: F&A, IT services, administrative,
logistics
FAO (UN) Regional Office for Europe and Central AsiaYear started: 2007
Number of employees: 125
Services offered: Regional Centre: F&A, HR
SSC GE Global Operations CenterGlobal HQ: USA
Year started: 2014
Number of employees: 1600
Be� Employer of �e Y�r – Shared Services – CEE
Danske Bank Group IT Li�uania (DGITL) (Vilnius,
Li�uania)
Winner
CEE Shared Services
and OutsourcingAwards2016
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
58
Hun
gary
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
Number of employees: 300
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
Number of employees: 140
Services offered: BPO/Call center: Customer Support,
IT support
SSC Givaudan Finance Servicestel.: +361-880-5000, 36 1 880 5003
Year started: 2011
Number of employees: 131
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
Number of employees: 165
Services offered: Finance
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
Number of employees: 1650+
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
Number of employees: 2300
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
Number of employees: 350
Services offered: SSC: IT services
SSC KLM Financial SSCGlobal HQ: Netherlands
Year started: 2006
Number of employees: 120
Services offered: SSC: F&A
SSC Lexmark International Technology Hungary, Ltdtel.: +36-1-501-7228, +36-1-501-7300
Year started: 2008
Number of employees: 350+
Services offered: Captive SSC: F&A, IT Services/
Software Development, HR or Payroll, Data
Analytics/Management, Logistics/Supply Chain,
Customer Support/Call Centre/Telemarketing
Contact: Peter Csucska, Managing Director
SSC Media Services GroupGlobal HQ: Germany
tel.: 36 (1) 270 20 40
Year started: 1997
Number of employees: 40+
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
Number of employees: 315
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
and OutsourcingAwards2016
59
CEE Shared Services and Outsourcing Directory
2016 www.ceeOutsourcingAwards.com
Hun
gary
Zsolt Szmolinka, Head of Service Delivery
Europe
SSC MOL GroupGlobal HQ: Hungary
tel.: +361-371-9536
Number of employees: 450
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
Number of employees: 800
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
Number of employees: 60
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.
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
60
Hun
gary
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
Number of employees: 250
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
Number of employees: 160
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
Number of employees: 200
Services offered: Customer Support/Call Centre/
Telemarketing
Contact: Zsolt Lakatos, CEO
Process SolutionsGlobal HQ: Hungary
tel.: +361-451-7100
Year started: 2002
Number of employees: 250+
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: zsgombkoto@mvm-konto.hu
61
CEE Shared Services and Outsourcing Directory
2016 www.ceeOutsourcingAwards.com
Hun
gary
Andras Szalai
SSC Roche SSC BudapestGlobal HQ: Switzerland
tel.: 36 1 461 8900
Year started: 2006
Number of employees: 352
Services offered: SSC: Finance, HR
SSC SAP Global Support CenterYear started: 2005
Number of employees: 550+
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
Number of employees: 300+
Services offered: BPO: F&A, Call-centre.
Systemax Business ServicesGlobal HQ: USA
Year started: 2013
Number of employees: 400
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
Number of employees: 1300+
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
Number of employees: 350+
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
Number of employees: 101
Services offered: BPO: Accounting, Payroll, HR
Contact: Kakuk Bela , CEO
SSC UNHCRtel.: 36 1 336 3060
Year started: 2008
Number of employees: 250
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.
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
62
Hun
gary
Contact: Mark Beatty, Global Director
Unisys Global Servicestel.: 361-801-0300
Year started: 2006
Number of employees: 700+
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
Number of employees: 10
SSC Vodafone Shared Services B-pestGlobal HQ: UK
tel.: 361-882-1000
Year started: 2014
Number of employees: 1500+
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
Number of employees: 350
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
Number of employees: 80
Services offered: IT Services, Customer Support,BPO
SSC National Instrumentstel.: +36 52 515 400
Year started: 2006
Number of employees: 120
Services offered: SSC: F&A
Contact: Alex Davern, CFO, EVP, National Instruments
NyiregyhazaSSC LegoGlobal HQ: Denmark
Number of employees: 50+
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
Number of employees: 250
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
Number of employees: 50
Services offered: European Sales Center; process auto-
mation technologies,
SSC HarmanYear started: 2010
Services offered: SSC: F&A
SSC Visteontel.: 36 22 530 300
Year started: 2005
Number of employees: 223
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
Number of employees: 1150
Services offered: SSC + CoE: F&A, IT Services, HR,
Data Analytics, Customer support
Contact: Fabrice Duquesne, General Manager
63
CEE Shared Services and Outsourcing Directory
2016 www.ceeOutsourcingAwards.com
Czec
h R
epub
lic
Czech RepublicPragueSSC AB InBev Business CentreGlobal HQ: Belgium
tel.: 4202-7207-8763
Year started: 2006
Number of employees: 300
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
Number of employees: 1700
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
Number of employees: 650
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
Number of employees: 200
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
Number of employees: 160
Services offered: Call Center
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
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
64
Czec
h R
epub
lic
Barclaystel.: 420261097800
Services offered: Financial and accounting services in
European languages
BlueLink InternationalGlobal HQ: France
tel.: 420296341311
Year started: 2003
Number of employees: 500
Services offered: Call Center
Contact: Simona Benešová, Site Manager
SSC Bodycote SSCGlobal HQ: UK
tel.: 420-2-2888-1328
Year started: 2012
Number of employees: 65
Services offered: SSC: F&A
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
Number of employees: 300+
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
Number of employees: 185
Services offered: SSC: F&A
Contact: Borries Armin, General Manager
Cleverlancetel.: 420266177166
Services offered: BPO
Contact: Drotarova Zuzana, Project Manager
Covidien AG, organizacni slozkatel.: 420236073100
Number of employees: 150
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
Number of employees: 800
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
Number of employees: 1300
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
Number of employees: 45
Services offered: SSC: Analysis and marketing
SSC Edwards LifesciencesGlobal HQ: USA
Services offered: SSC: F&A
Contact: Petr Vašek, Finance Director, EMEA
SSC ExpediaGlobal HQ: USA
tel.: 420226256800
Year started: 2014
Number of employees: 200
Services offered: SSC: F&A, CSC
SSC ExxonMobil Business Support Centre CzechiaGlobal HQ: USA
tel.: 420221457000, +420 221457041
Year started: 2003
Number of employees: 1200
Services offered: SSC: Customer services, procurement,
credit, accounts payables
HCL TechnologiesGlobal HQ: India
Year started: 2015
Number of employees: 130
Services offered: BPO (IT)
SSC Honeywell International (SSC)Global HQ: USA
tel.: 420242442111
Number of employees: 500
Services offered: SSC: F&A, R&D, Supply Chain manage-
ment, customer support
Icon Communication CenterGlobal HQ: UK
tel.: 420221709201
Number of employees: 300
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
Number of employees: 100
Services offered: SSC: F&A
SSC Interoute Czech s.r.o.Global HQ: UK
tel.: 420225353111
Year started: 2005
Number of employees: 300
Services offered: SSC: Call center/Customer support
for European languages.
SSC Jarden BSGGlobal HQ: USA
tel.: +420 284814250
Year started: 2015
Number of employees: 100+
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
Number of employees: 300+
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.
65
CEE Shared Services and Outsourcing Directory
2016 www.ceeOutsourcingAwards.com
Czec
h R
epub
lic
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
Services offered: BPO
Contact: Marketa Kolačkovská, Learning
&Development Manager, Customer Care &
Supply Chain
SSC MonsterGlobal HQ: USA
tel.: 420234775000
Year started: 2004, 2008
Number of employees: 400
Services offered: SSC: F&A
Contact: Jiri Klimas, Vice President, EU Finance and
Accounting
MSD IT Global Innovation CenterGlobal HQ: USA
tel.: 420277026000
Number of employees: 100+
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
Number of employees: 700
Services offered: SSC: F&A
Contact: Zuzana Stihlova, Head of Marketing
SSC Panalpina CzechGlobal HQ: Germany
tel.: :+420 235 031 111
Year started: 2013
Number of employees: 160
Services offered: SSC: F&A
Contact: Jan Beck, Country Head of Finance
SSC Pfizer Global Financial Solutions centre Global HQ: USA
tel.: 420283004111
Year started: 2015
Number of employees: 150
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
Services offered: BPO: F&A
Contact: Tomas Frkal, Country Manager, Czech
SSC Regus EMEA Financial Services Centertel.: 420222191100
Year started: 2008
Number of employees: 215
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
Number of employees: 750
Services offered: SSC: F&A
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
Number of employees: 1200
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
Number of employees: 2000
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
Number of employees: 250+
Services offered: SSC: F&A, IT Services
Transcom Worldwidetel.: 420 221507811
Year started: 2006
Number of employees: 100
Services offered: Call Centre
Contact: Zbyněk Kadidlo, General Manager, Czech and
Slovakia
SSC Unicredit GroupGlobal HQ: Italy
tel.: 420221112111
Year started: 2005
Number of employees: 260
Services offered: SSC: Transaction services
BrnoACER Global HQ: ROC Taiwan
tel.: 420531027777
Year started: 2005
Number of employees: 100
Services offered: Call Centre: Service and support
Dixons Retail SSCtel.: 420724173085, 420543123142
Year started: 2007
Number of employees: 520
Services offered: F&A, IT Services/Software
Development, HR or Payroll, Data Analytics/
Management, Logistics/Supply Chain, Customer
Support/Call Centre/Telemarketing
Contact: Petter Frisell, GM
SSC Edwards Group - Finance Shared ServicesGlobal HQ: USA
tel.: 420776793732
Number of employees: 100
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
Services offered: SSC: F&A
Contact: Jan Pokorný, Director SSC
Honeywell Technology SolutionsServices offered: R&D center. The largest research and
innovation centre in Central Europe, working
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
66
Czec
h R
epub
lic
on Aircraft Technologies and Automotive
Systems
IBM Global Services Delivery Centre tel.: 420272131111
Year started: 2001
Number of employees: 3700
Services offered: BPO: F&A, ITO,
Contact: Vladislav Doktor, Corporate Communications
SSC IMI Precision Engineeringtel.: 420532278111
Number of employees: 30
Services offered: SSC: F&A
Contact: Vlasta Svitakova, HR Manager Eastern
Europe
Infosys BPO s.r.o.Global HQ: India
tel.: +420 542 212406
Year started: 2004
Number of employees: 450
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
Number of employees: 300
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
Number of employees: 360
Services offered: SSC:F&A
Contact: Ondrej Merta, Marketing manager
SSC MonsterGlobal HQ: USA
tel.: 420234775000
Year started: 2004, 2008
Number of employees: 400
Services offered: SSC: F&A
Contact: Jiri Klimas, Vice President, EU Finance and
Accounting
SSC Motorola Solutions CZGlobal HQ: USA
tel.: +420 5 3333 6000
Year started: 2003
Number of employees: 260
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
Number of employees: 300
Services offered: SSC: F&A
Contact: Eva Drgacova, HR
SSC Software AGGlobal HQ: Germany
tel.: 420543524666
Number of employees: 30
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
Number of employees: 250+
Services offered: SSC: F&A, IT Services
Ceska LipaSSC Johnson Controlstel.: +420 567 322 883-5
Number of employees: 90
Services offered: SSC: F&A, HR, IT services in European
languages
Kutna HoraSSC Foxconntel.: 420466057200
Year started: 2006
Number of employees: 60
Services offered: SSC: F&A
Contact: Jitka Kratochvílová , HR Director EMEA
OkříškySSC MANN+HUMMEL Service s. r. o.tel.: 420568898135, 420568898181
Year started: 2007
Number of employees: 280
Services offered: SSC: F&A, IT Services/Software
Development, HR or Payroll, Data Analytics/
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
Number of employees: 173
Services offered: SSC (fin/acc/CCC)
Salmon Softwaretel.: 420775995661
Contact: Gary Thomas, Managing Director
Schneider Logisticstel.: 420281088111
Number of employees: 230
Services offered: Financial and accounting services
67
CEE Shared Services and Outsourcing Directory
2016 www.ceeOutsourcingAwards.com
Czec
h R
epub
lic
OstravaCGI IT CzechYear started: 2015
Services offered: BPO: IT services
ComDataGlobal HQ: Italy
Year started: 2012
Number of employees: 900+
Services offered: Call centre, especially focused on tele-
com sector, in particular for Vodafone Czech
GE MoneyGlobal HQ: USA
Year started: 2006
Number of employees: 750
Services offered: Call center
OKIN Business Process ServicesGlobal HQ: Czech
tel.: 420724614658
Number of employees: 1500
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
Number of employees: 120+
Services offered: ITO: IT services and software
development
TietoGlobal HQ: Finland
tel.: 420597159900
Year started: 2004
Number of employees: 2000
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
Number of employees: 55
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
Number of employees: 60
Services offered: SSC: F&A
Contact: Jitka Kratochvílová , HR Director EMEA
NonStop s.r.otel.: 420466266720
Number of employees: 40
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
Number of employees: 94
Services offered: SSC (F&A, supply mng, logistics, HR)
and Design center ( Computing, Consumer,
Power Supply, LED Lighting, Portable)
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
68
Slov
akia
SlovakiaBratislavaAccenture ServicesGlobal HQ: UK
tel.: 421-2-59290290
Year started: 1992
Number of employees: 600
Services offered: Technical Support & Centre for
Technology Solutions
Contact: Peter Škodný, Country Managing Director
SSC Achilles Information SlovakiaGlobal HQ: UK
tel.: +421-2-54640770
Number of employees: 40+
Services offered: SSC
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
Number of employees: 168
Services offered: SSC for Finance, IT
Contact: Sven Rossbach
AmazonGlobal HQ: USA
tel.: 421-2-32324012
Year started: 2011
Number of employees: 483
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
Number of employees: 2716
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
Number of employees: 50
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
Population figures in thousands
69
CEE Shared Services and Outsourcing Directory
2016 www.ceeOutsourcingAwards.com
Slov
akia
Edita Hippova, Managing Director
DELL European Business CentreGlobal HQ: USA
tel.: 421-2-57508040
Year started: 2001
Number of employees: 1856
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
Number of employees: 361
Services offered: SSC: Telecom Support
Contact: Sven Erdmann, General Director
DuPont Slovakia (Danisco Slovakia)tel.: 421-2 32252200
Number of employees: 103
Emerson Network PowerGlobal HQ: USA
Year started: 2004
Number of employees: 130
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
Number of employees: 452
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
Number of employees: 200
SSC HenkelGlobal HQ: Germany
tel.: 421-2-50246111
Year started: 1991
Number of employees: 1300
Services offered: SSC for Accounting
Contact:
Christian Schulz , Head of SSC
Hewlett-Packard SlovakiaGlobal HQ: USA
tel.: 421-2-57525111
Year started: 2000
Number of employees: 1800
Services offered: Hardware B2B Support, Application
Management
Contact: Martin Sura
IBM (ISC)Global HQ: USA
tel.: 421-2-49541111
Year started: 1992
Number of employees: 4108
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
Number of employees: 1700
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
Number of employees: 400
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
Number of employees: 600
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
Number of employees: 600
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
Number of employees: 280
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
Number of employees: 1058
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
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
70
Slov
akia
Number of employees: 700
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
Number of employees: 70
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
Number of employees: 53
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
Number of employees: 95
Services offered: Customer Service Call centre
Orange Business ServicesGlobal HQ: France
tel.: 421-2-38190684
Year started: 1996
Number of employees: 280
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
Number of employees: 30
Contact: Vladimír Veselý , Country Manager
KosiceSSC AT&T Global Network Services SlovakiaGlobal HQ: USA
tel.: 421-2-69257211
Year started: 1999
Number of employees: 2716
Services offered: CC for Sales, Technical Support,
Customer Service, SSC for Finance, Accounting,
Billing
Contact: Gabriel Galgoci
EmbracoGlobal HQ: Brazil
Number of employees: 100
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
CEE Shared Services and Outsourcing Directory
2016 www.ceeOutsourcingAwards.com
Slov
akia
Number of employees: 3700
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
Number of employees: 284
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
Number of employees: 65
Services offered: EMEA & AMR Customers Service
Centre
Považská BystricaDanfoss Power Solutions a.s.tel.: 421424301108, 421424301111
Year started: 1995
Number of employees: 55
Services offered: F&A, IT Services/Software
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
Services offered: SSC
Contact: Livia Madaraszova, Director, Shared Services
ZFGlobal HQ: Germany
tel.: +421 33 5959 111
ZilinaSchaeffler SlovenskoGlobal HQ: Germany
tel.: +421 4 14205911
Number of employees: 40
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
72
Rom
ania
RomaniaBucharestADP Centre of ExcellenceYear started: 2014
Number of employees: 300+
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
Services offered: SSC
Contact: Eva Elges, Managing Director
SSC Carestream - EAMER Shared Service Centertel.: +402-1539-7100
Number of employees: 120+
Services offered: SSC
Contact: Adriana Raducu, office.bucharest@carestream.
com
Computer Generated Solutions, Inc. (CGS)tel.: +40-21-527-0000
Services offered: BPO
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
Services offered: Customer Support/Call Centre/
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
Population figures in thousands
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
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
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
Number of employees: 400
Services offered: Customer Support/Call Centre/
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
Number of employees: 3000+
Services offered: SSC
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, viorel.cucu@misys.com
75
CEE Shared Services and Outsourcing Directory
2016 www.ceeOutsourcingAwards.com
Rom
ania
Services offered: SSC
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
Services offered: SSC
Contact: Christian Benda, SSC Manager
SSC Oracletel.: 40213039639
Services offered: SSC
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+
Services offered: SSC
Contact: Paun Dorina, Director, Transition and
Optimisation
Softvisiontel.: 40364401400
Services offered: ITO
Contact: George Stan, Director General ...
StefaniniNumber of employees: 1000+
Services offered: BPO
Contact: Andreea Stanescu, Operations Director
Europe
Teleperformancetel.: 40214010800
Services offered: BPO
Contact:
Edmona Popescu, CEO
TELUS Internationaltel.: 40743027006, 40741063174
Year started: 2007 in Romania
Number of employees: 1,000 locally and 20,000 globally
Services offered: IT Services/Software Development,
Customer Support/Call Centre/Telemarketing
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
Services offered: BPO
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: bpelinescu@luxoft.com, +4021.203.66.07
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
76
Rom
ania
WNS Global ServicesServices offered: BPO
Contact: Akexandra Litu..., Sr.Group Manager
ClujBOMBARDIER TRANSPORTATION SHARED SERVICES ROMANIA S.R.L.tel.: 40212536720
Number of employees: 2000+
Contact: Eva Elges, Managing Director
SSC EMERSONtel.: +40 (364) 731000
Year started: 2006
Number of employees: 1350
Services offered: SSC
Contact: Calin Banciu, General Manager
Genpacttel.: 0372.066.066, 0372.066.973
Services offered: BPO
Contact: Monica Bristena, Recrutment&Employer
Branding
SSC Office Depot Service Center S.R.L.tel.: +40 (0) 364 711 521
Year started: 2007
Number of employees: 515
Services offered: SSC
Contact: Giulio Medda, Director Share Service Center
Europe
IasiSSC Amazon Development Center Romaniatel.: (4023)2406518
Year started: 2005
Services offered: SSC
Contact: Lucian Vornicu, Managing Director Amazon
Development Center
CapgeminiYear started: 2009
Services offered: BPO
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
Number of employees: 600+
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
Services offered: SSC
Contact: Armen Stepanyan, Process Improvement
SSC Continental Automotivetel.: 40-256-25-15-05
Services offered: SSC
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
CEE Shared Services and Outsourcing Directory
2016 www.ceeOutsourcingAwards.com
Lith
uani
a
LithuaniaVilniusAdformGlobal HQ: Denmark
Year started: 2006
Number of employees: 444
Services offered: IT - Digital Advertising software
AffectoGlobal HQ: Finland
tel.: 370 5 212 3712
Year started: 1991
Number of employees: 230
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
Number of employees: 73
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
Population figures in thousands
Vilnius
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
78
Lith
uani
a
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
Number of employees: 346
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
Number of employees: 1300
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
Number of employees: 268
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
Number of employees: 402
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
Number of employees: 402
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
Number of employees: 149
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
Number of employees: 36
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. przemyslaw.siuda@aig.com; +370 699 19691
79
CEE Shared Services and Outsourcing Directory
2016 www.ceeOutsourcingAwards.com
Lith
uani
a
Services offered: SSC of Swiss engineering firm. IT, F&A,
engineering
SSC Danske Global Services LithuaniaGlobal HQ: Denmark
Year started: 2012
Number of employees: 816
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
Number of employees: 400+
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
Number of employees: 183
Services offered: BPO: IT, Data Analytics
SSC EYGlobal HQ: UK
tel.: 370 5 274 2200
Year started: 2002
Number of employees: 60
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
and OutsourcingAwards2016
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
80
Lith
uani
a
Year started: 2007
Number of employees: 81
Services offered: BPO/ITO
IBM LithuaniaGlobal HQ: USA
tel.: :+370 5 278 6600
Year started: 2005
Number of employees: 258
Services offered: IT
SSC Inwido SupportGlobal HQ: Denmark
tel.: 370 5 275 3254
Year started: 2002
Number of employees: 41
Services offered: SSC: Technical support
Contact: Julija Adomavičienė, Director
SSC Leinonen LithuaniaGlobal HQ: Finland
tel.: 370 5 237 5040
Year started: 2006
Number of employees: 60
Services offered: SSC:F&A
SSC LindorffGlobal HQ: Norway
tel.: +370 5 252 6690
Year started: 2014
Number of employees: 160
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
Number of employees: 83
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
Number of employees: 131
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
Number of employees: 188
Services offered: BPO: Analytics and Market research
Contact: Inga Ilkyte, Managing Director
OpusCapita AccountingGlobal HQ: Finland
tel.: 370-5-2339007
Year started: 2005
Number of employees: 129
Services offered: BPO: F&A
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
and OutsourcingAwards2016
Be� New-entrant SSC of �e Y�r
NASDAQ Vilnius Services
Winner
CEE Shared Services
and OutsourcingAwards2016
81
CEE Shared Services and Outsourcing Directory
2016 www.ceeOutsourcingAwards.com
Lith
uani
a
tel.: 370 5 2740 000
Year started: 2012
Number of employees: 50
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
Number of employees: 24
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
Number of employees: 663
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
Number of employees: 675
Services offered: BPO: Call Centre
SSC Swedbank Global ServicesGlobal HQ: Sweden
tel.: 370 5 268 44 44
Year started: 2013
Number of employees: 250
Services offered: SSC: IT, F&A
Contact: Aurimas Mazdzierius, Centre Manager
TeleperformanceGlobal HQ: France
Year started: 2015
Number of employees: 68
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
Number of employees: 74
Services offered: SSC: Insurance admin, F&A, IT, HR
Contact: Tommy Fagerlund, Director
TietoGlobal HQ: Finland
tel.: 370 5 237 4000
Year started: 1999
Number of employees: 128
Services offered: BPO: IT services,IT consulting
Contact:
Tomas Vitkus, CEO
Transcom WorldwideGlobal HQ: Luxemburg
tel.: +370 5 236 3377
Year started: 2002
Number of employees: 800+
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
Number of employees: 1509
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
Number of employees: 148
Services offered: SSC: Data Collection and Customer
Support
KaunasSSC Callcredit Operations, UABGlobal HQ: UK
tel.: +37 (0) 655 511 27
Year started: 2011
Number of employees: 142
Services offered: SSC: IT support
Dematic Limitedtel.: +370 37 328 410
Year started: 2011
Number of employees: 36
Services offered: IT, engineering
Mo� Unique Services Provider – CEE
Nasdaq Vilnius Services(Vilnius, Li�uania)
Winner
CEE Shared Services
and OutsourcingAwards2016
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
82
Lith
uani
a
SSC FestoGlobal HQ: Germany
tel.: +370 37 321314
Year started: 2005
Number of employees: 219
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
Number of employees: 630
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
Number of employees: 41
Services offered: SSC: F&A, IT, HR, BI
Unicall (Kaunas Communication)Global HQ: Norway
tel.: 370 37 408574
Year started: 2008
Number of employees: 77
Services offered: BPO: Call centre
Contact: Neringa Sidaraviciute, Country Manager
KlaipedaSSC GreenCarrierGlobal HQ: Sweden
tel.: +370 46 246999
Year started: 2013
Number of employees: 23
Services offered: SSC: F&A
Contact: Marijus Zilinskas, HR contact
Omega TechnologyGlobal HQ: Norway
tel.: +370-46-301213
Year started: 2006
Number of employees: 25
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
Services offered: F&A
KPMGYear started: 1994
Services offered: multifunction
Lintel (TEO Group/TeliaSonera)Global HQ: Sweden
Year started: 1992
Number of employees: 713
Services offered: Call Centre
Runway BPOGlobal HQ: Norway
Year started: 2009
Number of employees: 97
Services offered: BPO: Call Centre, etc.
Emerging Ci� of �e Y�r – CEE
Kaunas (Li�uania)
Winner
CEE Shared Services
and OutsourcingAwards2016
83
CEE Shared Services and Outsourcing Directory
2016 www.ceeOutsourcingAwards.com
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
Number of employees: 580
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
Number of employees: 80
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
Number of employees: 330
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
Population figures in thousands
Riga
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
84
Latv
ia
C.T.Co.Number of employees: 366
Services offered: IT solutions and services
Cabot LatviaGlobal HQ: USA
tel.: +371 67050700
Year started: 2014
Number of employees: 125
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
Number of employees: 198
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
Number of employees: 100
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 kim.leandersson@tele2.com
85
CEE Shared Services and Outsourcing Directory
2016 www.ceeOutsourcingAwards.com
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
Number of employees: 180
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
Number of employees: 20
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
Number of employees: 120
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
Number of employees: 330
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
Number of employees: 106
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
Number of employees: 120
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
Number of employees: 143
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
Number of employees: 240
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
Number of employees: 20
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
Number of employees: 133
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
Number of employees: 460
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
Number of employees: 530
Services offered: F&A, IT Services/Software
Development
Contact: Kim Leandersson, General Manager
Tele2 Shared Service Center, Ltd Global HQ: Sweden
tel.: + 371 670 607 64
Year started: 2004
Number of employees: 500
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
Number of employees: 160
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
Number of employees: 528
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,
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
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
Number of employees: 198
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
Number of employees: 50
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
Number of employees: 81
Services offered: Delivers comprehensive HR and
payroll services across Northern Europe, the
Baltics and Poland.
DaugavpilsLatInSoft.Ltdtel.: +371 654 232 88
Number of employees: 44
Services offered: BPO: F&A
Contact: Sergejs Simonovs, Director
LeipajaBaltik ITGlobal HQ: Italy
Year started: 2008
Number of employees: 97
Services offered: IT design, development and support
ValdlaučiSEB Service CentreGlobal HQ: Sweden
tel.: +371 2666877
Year started: 2006
Number of employees: 320
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
CEE Shared Services and Outsourcing Directory
2016 www.ceeOutsourcingAwards.com
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
Number of employees: 502
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
Number of employees: 160+
Services offered: SSC:F&A
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
Population figures in thousands
Tallinn
Riga
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
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
Number of employees: 60+
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
Services offered: BPO
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
Number of employees: 85
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
Number of employees: 150
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:tomq@noa.co.uk | +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
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
90
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
Number of employees: 370
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
Number of employees: 540
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
Number of employees: 280
Services offered: SSC: Finance, Accounting services
CSMStel.: 35924896908
Number of employees: 250
Services offered: customer interaction service, Back
Office Transaction
EUROCCOR JSCtel.: +359 2 9037706
Number of employees: 450
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
Number of employees: 4100
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
CEE Shared Services and Outsourcing Directory
2016 www.ceeOutsourcingAwards.com
Bul
gari
a
IBM Bulgaria Ltd tel.: +359-2-973-3171
Year started: 2007
Number of employees: 580
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
Services offered: SSC
Sitel Bulgaria EOODtel.: +359 2 819 9604
Year started: 2006
Number of employees: 575
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
Number of employees: 330
Services offered: Customer interaction services
Sutherland Global ServicesGlobal HQ: USA
tel.: + 359 2 936 68 00
Number of employees: 280
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
Number of employees: 60
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
Number of employees: 400
Services offered: SSC/BPO hybrid: F&A
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
92
Serb
ia
SerbiaBelgradeBiters Servicetel.: +38111-41-41-142
Year started: 2012
Number of employees: 100+
Services offered: Contact center
Contact: Saverio Strani, Director
EuronetGlobal HQ: USA
tel.: +381 11 308 2300
Year started: 1995
Number of employees: 98
Services offered: BPO: EFT, epay and Money Transfer
Contact: Dragan Spanovic, Country Manager
First Datatel.: +381 11 20 71 100
Number of employees: 78
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
Number of employees: 400+
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
Number of employees: 225+
Services offered: BPO
Contact: Roberto Boggio, General Manager,
Central&South Europe Region
Trizmatel.: +381 11 3537 500
Year started: 2002
Number of employees: 430
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
Number of employees: 430
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
Population figures in thousands
Budapest
93
CEE Shared Services and Outsourcing Directory
2016 www.ceeOutsourcingAwards.com
Serb
ia
CEE Shared Services & Outsourcing Awards Gala
2017
2 February 2017www.ceeOutsourcingAwards.com
94
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
Top
Des
tina
tion
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
95
CEE Shared Services and Outsourcing Directory
2016 www.ceeOutsourcingAwards.com
Top
Des
tina
tion
s
Rank Movement 2016 from 2015 Region Country City
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
CEE Shared Services and Outsourcing Directory
www.ceeOutsourcingAwards.com 2016
Top
Des
tina
tion
s
Rank Movement 2016 from 2015 Region Country City
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
CEE Shared Services and Outsourcing Directory
2016 www.ceeOutsourcingAwards.com
Rank Movement 2016 from 2015 Region Country City
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