ADECCO BULGARIA - tu-plovdiv.bg Bulgaria Managed Services_… · Hungary Romania Serbia Poland Czeck ... AISEC Elevation Enterprises Partnership networks Adecco Web International

ADECCO BULGARIA

MANAGED SERVICES

Agenda

1. Adecco Bulgaria overview

2. Processes and models

3. Current IT projects overview

4. Recruitment capabilities and experience

5. Our recruitment approach5. Our recruitment approach

6. Facilities and Communications

7. Contacts

Overview Adecco Bulgaria

Slide 2

Our visionAdecco Bulgaria Overview

Overview

12/2005

• Start of Bulgarian operations as Ajilon Bulgaria – 100% ownership of Adecco Corporation

05/2007

• ~ 300 employees• Start of the biggest service desk project (GSD)

09/2008

• Official start of the branch network – Sofia branch opened• ~ 500 employees

01/2009

• Varna branch opened• ~ 600 employees

04/2009

• ~ 750 employees• ISO certification of managed services in progress

01/2010

• Adecco Training introduced as a brand to the Bulgarian market• 2 new branches: Plovdiv and Bourgas

Slide 4


Major clients

�HP

�IBM

�Unicredit Bulbank

�SG Express bank

�Grand Mall Varna


Slide 5

�Solmelia Hotels Chain

�Air Liquide

Services range

Managed services

Project management

Permanent placement

Temporary staffing

Onsite servicesOnsite services

Payroll

Outplacement

Try & Hire

Mass Recruitment

Slide 6


Our visionProcesses and Models

Our outsourcing process

• Project Based

• Adecco Owns Project Deliverables

• Adecco Provides Thought Leadership

• Adecco Provides Technical leadership

• Adecco Project Director Manages Engagement

Adecco Bulgaria provides consulting services across the “Service Delivery Continuum”.

Provide customized solutions tailored to the individual needs of our clients Leverage our experience, technology

• Project Based

• Flexible Staffing

This flexibility allows us to:


Slide 8

• Transaction Based

• Single or Multiple Resources

• Client Manages Project & Timelines

Leverage our experience, technology and thought leadership throughout the project life cycleMaximize value to the client

• Flexible Staffing

• Adecco Thought Leaders Available

• Client Manages Project Deliverables

• Adecco ensures resource availability at key

milestones

Adecco Bulgaria Services Landscape

• Service completely managed by the client

• Recruitment , Payroll & Administration services provided by Adecco

• Client‘s ownership of service to customer

• Complete operations management by Adecco

• Headcount/Staffing delivered by Adecco

Degree Outsourced

Managed people service Managed project service Unit Based Billing (UBB)

• Client‘s ownership of service to customer

• Client owns the process delivery framework

• Complete operations management by Adecco

• Required level of staffing managed


Slide 9

• Appropriate Training and Skills development delivered by Adecco

• Adecco responsibility for the people quality

• Client responsibility for quality of the service

• Price per person

Adecco

• Appropriate Training and Skills development delivered by Adecco

• Adecco responsibility for the quality of the service

• Price per FTE

• Required level of staffing managed by Adecco

• Career path and skill development management by Adecco

• Quality management by Adecco• Unit Based Billing applied

Proven BPO model: client and Adecco responsibilities

Client Adecco

Strategic planning

Processes

Human Resources

Service level agreements

Slide 10

IT & Communications

SLA Control

Training support

Customer satisfaction

Quality

Ongoing training


Adecco Responsibilities Drilldown

Workforce supply

Knowledge retention

People management

Integration in the local career

development framework

SLA and KPIs delivery

Contractually defined

Ongoing training

activities

Induction

Adecco responsibilities

Slide 11

Low labor cost, incl. VAT savings

High quality education

Very good written and

spoken English

Labor cost Quality

Customer satisfaction

Ongoing improvements

Process

Technical

Soft skills


Our visionCurrent IT Projects Overview

Adecco Bulgaria: Global Service Desk project card

Project Managed service

Experience 2 years

Client Hewlett Packard

Size ~200

End customers Ericsson, Syngenta, Konecranes, General Electric (70,000+ end users)

Hours of operation 24x7

Slide 13


Project scope • Two levels of IT expertise: 1st and 2nd Line Technical support analysts• Languages distribution: 100 English, 30 German, 30 French, 20 Italian, 10 Spanish, 10 Russian

Planned next steps

~ 120-170 people coming to Bulgaria in 2010 on 4 different projects.

HP GSD Proposal

Adecco Bulgaria: server and applications support project card

Project 2 managed services projects

Experience 3 years

Client Hewlett Packard

Size ~350 and growing

End customers Nokia, Panasonic, Ericsson, Bank of Ireland, Commerzbank, Danske Bank, Anglo American, Adecco, etc.

Hours of operation

Slide 14


Project scope • Three levels of IT expertise: system administration, senior system administration, deep technical support• Supported technologies: Storage, Windows, UNIX, Mainframe, Database, Messaging: Exchange, Lotus Notes• Supported languages: English and German

Planned next steps

•~ 50-100 people coming to Bulgaria in 2010 on 3 different projects

HP GSD Proposal

Adecco Bulgaria: Adecco UK IT Service desk

Project End user support and IMAC

Experience 1 year

Client Adecco UK

Size 30 and growing


Project scope • Level of IT expertise: 1st line technical support analysts

Slide 15

Project scope • Level of IT expertise: 1 line technical support analysts• IMAC support

Planned next steps

• Spring 1st level support integration: Q1 2010• Adecco UK 2nd level support integration: Q2 2010• MPS Group 2nd level support integration: Q2-Q3 2010Total new headcounts planned for 2010: 30-40

HP GSD Proposal

Our visionRecruitment Capabilities and Experience

Adecco Bulgaria: IT potential

IT specialists

Ability to hire over 3 months

Sustainable for 2 years

Software development

- senior developer (3+ years experience) 250 1800

- developers (0-3 years experience) 500 3500

System administration


Slide 17

- senior administrator (3+ years experience) 180 1000

- administrator (0-3 years experience) 250 1800

Hardware skills

− senior engineer (3+ years experience) 25 180

− engineer (0-3 years experience) 125 900

Adecco Bulgaria: language capabilities

# Group Sustainable

volume

Cost Time

to hire

Sourcing

channel

Business

Demand

1 Primary “Unlimited” Standard 1 - 4

weeks

Internal High

2 Secondary 40 – 60 Standard

+

6 - 8

weeks

Internal

+

External

Medium


Slide 18

External

3 Rare 10 – 20 Standard

++

> 8

weeks

External Low

Primary languages defined and detailed

# Language Sustainable

volume*

Cost- TTH Sourcing channel Business Demand

1 English 6000-8000 Standard 1-4 weeks Internal High

2 German 1500-2500 Standard 1-4 weeks Internal High

3 French 840-1200 Standard 1-4 weeks Internal High

4 Italian 480-800 Standard 1-4 weeks Internal & External Medium

5 Russian 3500-5000 Standard 1-4 weeks Internal Medium

6 Spanish 840-1400 Standard 1-4 weeks Internal Medium


Slide 19

6 Spanish 840-1400 Standard 1-4 weeks Internal Medium

7 Serbian 3500-5000 Standard 1-4 weeks Internal Low

8 Greek 350-500 Standard 1-4 weeks Internal Low

9 Turkish 6000-8000 Standard 1-4 weeks Internal Low

10 Romanian 3500-5000 Standard 1-4 weeks Internal & External Low

11 Bulgarian 12000-18000 Standard 1-4 weeks Internal Low

*sustainable over ~2 years – back office and contact center profiles

Secondary & Rare languages defined and detailed

# Language Sustainable

Volume*

Cost TTH Sourcing channel Business

Demand

12 Dutch 30 Standard ++ 5-8 weeks 1. External (95%)

2. Internal (5%)

High

13 Portuguese 40 Standard ++ 5-8 weeks 1. External (95%)

2. Internal (5%)

High

14 Polish 50 Standard + 2-4 weeks External Medium

15 Slovak 20 Standard + 2-4 weeks External Medium

16 Czech 30 Standard + 3-5 weeks 1. Internal (15%)

2. External (85%)

Medium


Slide 20


2. External (85%)

17 Hungarian 80 Standard + 3-5 weeks 1. Internal (15%)

2. External (85%)

Medium

18 Slovene 20 Standard + 3-5 weeks External Medium

19 Norwegian 30 Standard ++ 4-6 weeks External Low

20 Finnish 20 Standard ++ 4-6 weeks External Low

21 Swedish 20 Standard ++ 4-6 weeks External Low

22 Danish 20 Standard ++ 4-6 weeks External Low

Secondary & Rare languages defined and detailed, contd.# Language Sustainable

Volume*

Cost TTH Sourcing channel Business

Demand

23 Flemish 20 Standard ++ 5-8 weeks 1. External (95%)

2. Internal (5%)

Low

24 Lithuanian 20 Standard + 3-5 weeks Internal + External Low

25 Latvian 20 Standard + 3-5 weeks Internal + External Low

26 Estonian 20 Standard + 3-5 weeks Internal + External Low

27 Ukrainian 20 Standard + 3-5 weeks Internal + External Low

28 Croatian 30 Standard + 3-5 weeks External Low


Slide 21


29 Chinese

(Mandarin)

20 Standard + 5-8 weeks Internal + External Low

Adecco Bulgaria: history of recruitment

Back office and contact center

Accounts payable

Accounts receivable

~ 650

~ 10

~ 40

Profile # Languages:

• English

• German

• French

• Spanish

• Italian

• Dutch


Slide 22

Payroll administrators

Order to cash administrators

Financial analysts

Procurement specialists

~ 10

~ 20

~ 10

~ 50

• Dutch

• Portuguese

• Russian

• Hungarian

• Finnish (procurement)

• Swedish (procurement)

• Norwegian (procurement)

Our visionOur Recruitment Approach

Recruitment process & channels

Executive Summary

Main sourcing channels Recruitment Process

• Local Adecco branches: Sofia and Varna

• AW ( Adecco Web – global recruitment database)

• Local and Global job portals

•Social sites – Xing, LinkedIn, Facebook,

•Advertisements (online/offline)

Back office and

Contact center agents

• Dedicated team

focused on preselection

of candidates and

Supervisory roles

• 90% internal

promotions

• 10% external

(interviews)

Des

crip

tio

n

•Advertisements (online/offline)

•Universities career centers

•Refer a friend program (RAF)

• Adecco Group potential (International mobility)

• Supplier network

• Industry associations and organizations

• Recruitment events

of candidates and

building constantly

pipeline

• Initial screening of

candidates (language &

technical validation)

• Assessment centers

with all approved people

after initial screening

(interviews)

Assessment centers - overview

Split of responsibilities between recruitment and

project team

Excellent pre-selection methodology

Powerful method

How do we sustain the average hires per month and the time-to-hire commitments?

Efficient More than 50% of the candidates are hired

Powerful method for mass

recruitment


Slide 25

Assessment centers - process

Phase I - -pre-selection

• Advertising• Pre-screening via phone• Online tests on language and other profile-specific capabilities• Invitations extended to successful candidates

• 2-3 hours depending on the profile• Maximum number of attendees – 20• Company participants: recruiters, business managers and project Phase II -

assessment• Company participants: recruiters, business managers and project

experts

Phase III -decision

• Defined assessment criteria• Different opinions about each candidate• List with potential hires • Offers extension on the following day


Slide 26

Secondary and rare languages: external sources

Bulgaria

Adecco International

Mobility Project

Hungary Romania Serbia Poland Czeck


Slide 27

� AISEC

� Elevation Enterprises

Partnership networks Adecco Web

� International Adecco database

� Mobility willingness marked

Our visionFacilities

Office Space

• Adecco Bulgaria Head Office consist of several connected open space leased units with total of 2886m². The open space format allows great flexibility in terms of staff location and relocation, combining or dividing projects and workgroups.

• Currently Adecco Bulgaria has about 68 unoccupied working places ready to be set up for upcoming projects.

• Every new project could be provided with all necessary equipment and infrastructure.and infrastructure.

• All working places are power backed up by UPS and Power Generator.

• Each Leased unit has its own set of toilets and kitchen and independent entrance.

• Entire office is covered by proximity cards Access Control System. The building has 24/7 live security

Office Floor

Our visionCommunications

Communications• Adecco Bulgaria has an advanced and versatile communication

system based on Cisco Call Manager 7.

� IP based telephony� allows great flexibility when hosting different projects� can fulfill wide range of specific requirements for every project� Compatibility with the major Call Center software

• The head office location provides excellent connectivity options as well as electrical power independence.� fiber optic or copper connectivity� wide range of telecom providers� high bandwidth availability� UPS coverage of the entire office� Power Generator backup

Adecco Bulgaria Communications Map

Teodora Lilova

Email: [email protected]

Mobile: +359 888 66 80 36

Contacts

Slide 34

Ivaylo Slavov

Email: [email protected]

Mobile: +359 888 66 80 99


Documents

ADECCO BULGARIA - tu-plovdiv.bg Bulgaria Managed Services_… · Hungary Romania Serbia Poland Czeck ... AISEC Elevation Enterprises Partnership networks Adecco Web International