WINNERS AWARDED IN 26 CATEGORIES FOR CEE SSO AWARDS – 4 FEBRUARY 2016
More than 300 top execs from 129 companies and 23 countries celebrated this year's top winners at the 4th annual CEE Shared Services and Outsourcing Awards - with more than 50 being international firms from western Europe, Scandinavia, United States, United Kingdom, east Asia and India - interested in setting up, expanding, or fine-tuning their business services centres in central Europe.
Thanks to all the world-class companies that participated!
Most Dynamically Developing City – CEE (excl. Poland)
New SSC/BPO projects announced in 2015:
- Danske Group IT Lithuania. IT SSC for the entire Danske Group with full IT services.
- AIG. F&A, Customer Operations SSC.
- NASDAQ global technology and business support competence center. IT operations and F&A SSC.
- Skandia. Insurance administration, HR, IT and F&A SSC.
- Teleperformance. Contact Center BPO.
- CSD Engineers . IT, F&A, and engineering operations SSC.
Most Dynamically Developing City – Poland
12 Major new projects in just last 15 months:
- Alexander Mann Solutions- RPO
- APL Poland – SSC Logistics
- Avaus Marketing – IT
- Ciklum – IT
- PKO – SSC
- Staples – IT/CS/Logistics/SSC
- State Street – SSC (F&A- inv.banking)
City’s strategy in the SSC/BPO space is Diversification. Instead of focusing on becoming a leader in one or two process groups, Tri City is aiming at widening the scope of supported processes in order to retain flexibility and not overheat any group of talent pool.
Emerging City of the Year – CEE (excl. Poland)
Already established SSC/BPO were expanding immensely:
- Intermedix expansion 300 CS
- NFQ expansion 160 IT
- Festo 30 F&A
- CallCredit 30 IT
- Transcom Worldwide 50 CS.
Currently, service centers employ 1,935 employees in Kaunas. Percentage growth in number of new employees from beginning of 2014 to now is equal to 48%.
Emerging City of the Year – Poland
New SSC/BPO projects announced/started in 2015:
- Finland based NOKIA announced overtaking of Alcatel – Lucent with its 920 staff located in Delivery Centre.
- UK based booking portal – Supercontrol opened.
- German hardware manufacturer Wortmann AG opened as Terra Computer.
Significant growth from existing BPO/SSC operators:
- ATOS IT Services – 400 new jobs in ITO processes
- Mobica – 160 employees in ITO processes
- Alcatel – Lucent now with 920 employees in ITO processes
Shared Services Firm of the Year – CEE
BT Regional Operations Centre – BT ROC Kft. (Budapest)
BT ROC provides services to internal BT business units and directly support customers globally. Some activities performed in the shared service center are back office activities (finance ssc, HR support, cash collections, business admin) but we also own several core services of BTGS (network design, network support, pricing, desk-based sales, service delivery and service management etc.) We are one of the most complex shared services in Hungary with 6 key functions and 11 small / mid-size teams in 2 locations. More than 1700 employees.
Shared Services Firm of the Year – Poland
State Street Bank Poland
- Expanded its operation by a further 500 staff and have migrated several new activities including trade management, Private Equity and Shareholder Tax.
- Commenced an expansion project in Gdansk with office to accommodate more than 1000 staff.
- 2600 employees in Krakow office.
BPO Firm of the Year – CEE
Delivers multilingual and multicultural BPO solutions in over 35 languages from its centers in Romania, Belgium, Philippines and a global network of home-based professionals.
In 2016, it opened a 200-seat location at Sibiu, Romania, and grew headcount in the Philippines six fold. Services offered are based on a proprietary BPaaS platform (ConectysOS) and include: Multilingual Contact Center, Managed User Generated Content Moderation, NOC support and Multilingual Risk Management.
Total number of employees in December 2015: 570.
BPO Firm of the Year – Poland
Capita Plc is the UK’s leading provider of business process management and integrated professional support service solutions. Capita Poland was established in 2011. Starting with only 12 employees, Kraków Business Centre quickly developed, becoming a strong player in the Polish BPO sector with a team of over 470 professionals at the end of 2014. Company growth was accelerated in 2014 by the acquisition of SouthWestern – an Irish contact centre with several sites, including one located in Lodz. The most significant Capita Poland projects are impressive proof of the range and variety of the company’s services: Capita Investor Relations is a premium consultancy Assets Service offered to London City Clients. Capita Pet Insurance is a service delivered to leading UK insurers.
IT Services Firm of the Year – CEE
SoftServe is a leading technology solutions company specializing in software product and application development and services. Our experience stretches from Big Data/Analytics, Cloud, Security and UX Design to the Internet of Things, Digital Health and Digital Transformation. 29 representative offices and development centers in major cities of 12 countries in North America, Eastern and Western Europe. Our clients include: Samsung, SunGard, Bayer, Panasonic, BMC Software, Pearson, Allscripts.
IT Services Firm of the Year – Poland
Sii Sp. z o.o.
Total number of employees at December 2015: 2100. Sii Poland’s engineers are specialists who carry out most complex projects in fields of IT Applications, Mobile Apps, BI, BPM, EAI, SOA, CRM, and ERP.
Most Unique Services Provider – CEE
Nasdaq Vilnius Services (Lithuania)
At the end of 2014, Nasdaq decided to leverage group assets by establishing a new Technology and Business Support Competence Center in Vilnius – Nasdaq Vilnius Services. Nasdaq Vilnius Services is running a range of business critical operations supporting external and internal clients of the Nasdaq Group in EMEA, Americas and Asia Pacific.
Most Unique Services Provider – Poland
Capita Investor Relations – an unquestionable example of a unique project provided in Poland. Sensitivity of the matter and rigorous qualification requirements transformed the project from a simple IR service to a complex and sophisticated consultancy tailored for the demanding needs of UK high street clients.
Best Employer of the Year – BPO
CPL Integrated Services – Hungary
In 2011 CPLIS developed a strong partnership with HP Hungary to provide service desk and end user support to HP’s multinational customers. In addition to providing the usual benefits, we offer perks that open up opportunities for our employees such as sponsoring their education. Operating with 750 employees, in 2015 we have paid out over 1M EURO in key benefits which is a 20% increase compared to last year. These key benefits including the following: Employee Perks: Meal vouchers, Local Transport Pass, Accommodation Card, Recreation Card, Dining Card, Voluntary health fund contribution, Voluntary pension fund contribution, Culture events voucher, Schooling support voucher and Health Insurance Package that includes 24 hour medical call center.
Best Employer of the Year – Shared Services – Poland
Credit Suisse Center of Excellence Wroclaw
Over 4,000 employees currently residing in our CoE. All major and minor departments of Credit Suisse have their representation in our location in Wroclaw. From supporting front-end, client-facing colleagues to typical back office, administrative activities. Our employees have opportunities to learn and build their careers in the areas of retail, private or investment banking for typical bank-type activities. We also employ numerous lawyers and law-students in order to adhere to the abundant number of regulations that Credit Suisse needs to comply with across all its locations.
Specific benefits that the SSC provides to Employees:
1. Pension Scheme Legg Mason: all Credit Suisse employees are entitled to their total accrued benefit payable under the plan after having completed 3 years pension plan participation.
2. Social Fund benefits – the Fund is dedicated to all employees.
3. Employee Referral Program: our employees have the opportunity to refer their friends who have the expertise, knowledge and leadership skills to join our company. By doing so, they can be eligible for a cash award.
Best Employer of the Year – Shared Services – CEE
Danske Bank Group IT Lithuania (DGITL) (Vilnius, Lithuania)
Total number of employees have grown from 2 at December 2014 to 375 at December 2015. Some benefits include:
- We’re the only Shared Service centre in Lithuania that has on premise gym and provides ability for employees to cultivate healthy living free of charge. Investments reach c200.000 EUR to this.
- We have top of the class health insurance and pension package which was purely designed and defined by our employees that fits their needs.
- Fully paid 7 days of training per year to each employee.
Business Centre Manager of the Year – BPO
Agnieszka Zygner, Capita Poland General Manager
Upon joining Capita Poland in August 2014, Agnieszka Zygner implemented a clear vision of company growth strategy, transforming Capita from a captive business into a powerful sales organization, expanding the company from a single centre to multiple locations in Poland. Capita Poland was thus positioned as a unique BPO player, delivering multi-lingual front office and distinctive, innovative back office services.
Business Centre Manager of the Year – Shared Services
Terri Gerosa, CSC Poland Head [Citi Service Center Poland]
Since Terri joined in 2013 the site grew from 2000 to over 4000 employees. Regional and global decisions to centralize new functions, extend scope of existing services and build more advanced services out of Poland are the proof of the trust that the company has in the CSC Poland Head’s leadership. This center provides services for over 90 countries within more than 50 different business lines. Mature style of leadership, inspirational role model who always push you to seek new, bold and innovative solutions, Always thinking first about people.
Top Recruitment Firm of the Year
Randstad Polska Sp. z o.o.
5 key clients in the BPO/SSC sector: MoneyGram Payment Systems, Staples Polska, The Royal Bank of Scotland, Deutsche Services, AstraZeneca Pharma. Major new clients won in 2015: Staples Europe, AstraZeneca, Pearson, Nationale Nederlanden.
Top Executive Search Firm of the Year
Most important Executive Search projects in 2015: International Consolidated Airlines Group, S.A: Head of Global Business Service Centre; Head of Global Finance Processes. SSC Head for Tate and Lyle Global Shared Services. Management team for Mars Financial Shared Service Centre.
Best new office development for SSC/BPO sectors
Olivia Six (Gdansk, Poland)
- Date completed: May 2015
- GLA/sqm: 17 877 m2
- Major tenants: ThyssenKrupp Global Shared Service Centre, Pomerania Development Agency, Epam Systems, Energa.
General Advisory/Location Advisory
PwC Poland, SSC/BPO CoE Team
The SSC Centre of Excellence team consists of 20 SSC/BPO Practitioners experienced in all aspects of SSC & BPO from Strategy & Feasibility, Implementation and Transition, to Performance Optimisation and Contract re-negotiation on all continents. The team is based in Poland and has worked with over 100 Clients in Poland, CEE and all over the Globe. PwC team provide general advisory services to both SSC and BPO industries, particularly in assistance with:
- SSC/BPO Strategy
- Location Analysis
- Planning and budgeting
- Communication and change management support
- Transition support
- Recruitment planning and support