OutsourcingPoland BPO and Shared Services Centers 2012 t 600 BPO, shared services, and outsourcing centers t Top 90 universities in Poland t Profiles of center managers ISSN !"#$-#"%& Table of Contents Publisher: BiznesPolska Media Sp.z o.o. Poland’s outsourcing sector is growing up – and growing East . 4 ul. Długa ##/(), bud. D, lok *)#, ))-&#! Warszawa Poland as a top European shoring destination. 6 tel./fax: )&& +$! *)"& Research Director: Manager’s Profi le . 7 Magdalena Adamczyk [email protected] Tholons 2012 Top 100 Outsourcing Destinations . 12 Marketing Executive: Wiktor Gliński Human assets key to attracting services. 13 [email protected] Ranking: Poland’s Top Universities. 14 President: Thom Barnhardt O! ce space options in Poland’s major cities . 16 [email protected] Taxes, subsidies and other investment sweeteners . 20 Map of Outsourcing, BPO and Shared Services Centers in Poland . 24 List of BPO/SSC Companies in Poland . 26 OutsourcingPoland Interview: The Rise of the Superlocation. 37 BPO and Shared Services Centers 2012 Letter from Editor: In this annual business directory (our !th edition), Outsourcing in Poland, published by BiznesPolska Media, we have tried to provide some insight into emerging trends in the sector in Poland and growth opportunities. " e core of our e# ort has been to provide the most-exhaustive listing of companies in the outsourcing and SSC sector in Poland. Our de$ nitions of outsourcing are deliberately broad, and includes the large sectors of shared service centers, BPOs providing external services, as well as R&D centers, IT and software development, and call centres. " is year, we have a total of %&& $ rms listed. In addition to a big thanks to our research team’s e# orts, led by Magda Adamczyk, I would like to thank PAIZ, the many city o' cials, ASPIRE and ABSL for their content contributions and listings of companies from the sector. t 600 BPO, shared services, and outsourcing centers t Top 90 universities in Poland t Profiles of center managers " e sector in Poland is in good health, and looks set for another several years of strong growth. I would also like to emphasize our distribution. We are pleased to have distribution agreements with the sector’s key players at their major conferences: World BPO Summit in New York in June, SSON Shared Services conference in Stockholm in October and both ABSL and ASPIRE in September, in Sopot and Graphic Design/DTP: Warsaw, respectively. Sławek Parfi anowicz And look for our mobile application on iPad from mid-summer. sparfi anowicz.wordpress.com " om Barnhardt, editor and publisher Distribution: Nordic Shared Services Forum 2012, October, Stockholm Cover Story Poland’s outsourcing sector is growing up – and growing East “Never waste a good crisis” highly-skilled sta+ capable of carrying out Development Programme aims to narrow For the !!! American-owned outsourcing more complex services. the gap between less-developed regions and centers in Poland, the recent weakness “Major interest in Poland is now coming their wealthier neighbors. (See related story: of the Polish zloty is like manna from not just from the Global %##, but the Global Subsidies) heaven. “The crisis will probably bring !#,###”, said Andrew Hallam, founder of AS- Mayors of cities in eastern Poland such as new business to outsourcing companies,” PIRE, the association of outsourcing/shared Kielce, Bialystok, Rzeszow, Lublin and Olsz- said Marcin Tchórzewski, vice president services investors, based in Krakow. He said tyn are aware of the need to support spec of- for Poland of US financial services pro- that while the growth in recent years has ) ce development, build the city’s brand and vider State Street. Employment costs in been spectacular, the best is yet to come. trumpet the potential of their young, well- Poland have decreased significantly since “HQs are no longer asking if it can be educated workforce. the beginning of the year, as the zloty/usd done in Poland, but rather they are asking exchange rate has dropped nearly "#$ in their managers why it can’t be done in Po- Di! erent models and shifting sands favor of the Americans. land”, said one shared services executive at Firms such as EDF, with a strong presence Indeed, the world’s crises seem to be a ASPIRE’s May Outsourcing conference in in Poland with multiple energy-related sub- boon to Poland’s outsourcing businesses. Krakow. “( e shift in perception of Poland sidiaries, have chosen to outsource “with a While the industry employed less than is signi) cant as more multinationals open twist”. Instead of the traditional establish- %#,### people in "##&, the sector’s rapid centres here.” ment of a shared-services centre serving growth in recent years means that employ- western Europe or the world, EDF has set ment may exceed !##,### by year-end "#!". Pressure valve of Eastern Poland up a shared services centre for only its Pol- And as the world takes notice of Poland’s po- As the traditionally-strong outsourcing cit- ish subsidiaries, deftly dodging the potential tential and performance, the quality of jobs ies such as Krakow and Wroclaw continue political fallout of “outsourcing” jobs from are moving upscale, and the distribution of to attract new investment and higher value- France. ( e emphasis in this model is on jobs is spreading throughout the country, added jobs, such as ) nancial analysis and operating e, ciencies, not labor cost savings. BPOs and SSCs BPOs particularly north and east. mobile technology R&D, smaller Polish cities Polish ) rms are also increasingly aware of According to research by ABSL (Associa- are keenly aware of the ) nancial and political the advantages and e, ciencies to be gained tion of Business Services Leaders), '& new advantages of landing new business services through consolidation and bundling of jobs service centres and over "# new investors investors. Comparable to a pressure valve, in one location. While the labor cost advan- came to Poland in "#!!, with American in- cities like Kielce and Lublin are keen to at- tages may be minor, the operating e, cien- vestors leading the pack. tract jobs that cities like Krakow might now cies and reduction of o, ce costs can be sig- “( e global crisis has worked to our ben- eschew, such as call centres and rote busi- ni) cant value drivers. ( e recent opening in Poland e) t by giving us the prospect of further ness processes. And Eastern Poland, a fab- Pila, a relatively small town north of Poznan, growth in our industry and the creation of ricated construction of Poland’s poorest ) ve of an outsourcing centre for a Polish energy new jobs in Poland”, said Marek Grodzinski, voivods, is tapping into substantial subsidies utility is another sign of the growing aware- Vice-President BPO, Capgemini Poland. from the European Union, whose Regional ness of the advantages of outsourcing for While the “American” crisis rattled the Polish ) rms. world in "##&-"##*, the “European” crisis is And much like Poland is “east” for west- now centre-stage, unsettling capital markets ern Europe, east for Polish ) rms is eastern Outsourcing and threatening the very existence of the Eu- Poland and Ukraine, where wages are sub- ropean Union. Yet as Poland’s outsourcing stantially lower than in major Polish cities. sector bene) ted from the American crisis by Accounting Plaza, recently acquired, last boosting its employment numbers, it looks year set up operations in the Ukrainian city set to bene) t from the European crisis as of Lwow, which is attractive to Polish ) rms well. Certainly not immune to the troubles since a large percentage of the population of its western European neighbors and ma- speaks Polish. And Impel, the Wroclaw- jor trading partners, Poland’s exclusion from based outsourcing ) rm, recently announced the Eurozone - once a source of shame - has expansion plans for Ukraine and Russia. now become a source of safety. Public-sector outsourcing is virtually non- American ) rms were forefront in the pe- existent, and presents another opportunity riod "##*-"#!! in their quest to reduce costs. for growth, as state-owned enterprises are Scouring the globe, many chose to outsource squeezed between budgetary constraints jobs to traditional locations such as India. and a growing awareness that they must Yet those with a major European presence improve their return on assets. While the have found that Poland’s proximity to west- US and UK governments are a major force ern Europe –geographically and culturally – in outsourcing (everything from real estate provides an advantage that non-European management, cleaning, document manage- locations can not provide. ment and storage, ) nance and accounting, Poland has reached a point where it is able and HR/personnel), the Polish government to o+ er both competitive labor rates and and its various ministries and departments ! Cover Story are just now waking from a long slumber and Singh, founder of the Indo-Polish Cham- HR/compliance, procurement, and real es- being forced to consider outsourcing more ber of Commerce, which organizes bilateral tate asset management. services. trade conferences and events between Po- “Many of the centers are the headquar- land and India each year. ters of outsourcing organizations for Europe Indians coming Another advantage for Poland, according or the EMEA region”, said Andrew Hallam of Another emerging player in Poland’s out- to Singh, is that Poles do not need visas to ASPIRE. sourcing sector are the Indians. While the travel around the EU, they are in the same Indeed in early spring, BNY Mellon, a Americans’ expansion has been largely driv- time-zone as western Europe, and share le- provider of investment management and in- en by cost-reduction and smoother interac- gal, linguistic and cultural characteristics vestment services, announced plans to open a new Global Delivery Centre in Wrocław, HQs are no longer asking if it can be done where sta+ will work in the areas of fund ac- counting and investment operations.