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1 * Solvay Business Services
Welcome to SBS Lisbon SC 13th September 2016
2 Solvay Business Services
Evacuation Procedure - Canteen
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Solvay Business Services
...introducing SBS Mission, Vision, Services, Achievements, etc. easily and dynamically.
SBS introductory video
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Solvay Business Services
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Solvay Business Services
Let’s Discover SBS !
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Solvay Business Services
Our Mission is to DELIVER Our Vision is to TRANSFORM
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Solvay Business Services
This Vision is built on 3 strategic objectives: strategic agility & customer centricity; service excellence; talents & innovation
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Solvay Business Services
We are Providing Services
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Solvay Business Services
SBS Contact Center Services
Live support from 7am - 11 pm GMT
Manage in/out contact traffic for Finance and
HR Strategic Processes related requests via
request/ticket tool
Global first point of contact with Internal and External Clients
Providing services in the following languages:
+
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Solvay Business Services
SBS WW Organizational Set-up
Lisbon SC EMEA P. Van Doornick
WW Customer Relations D. Clerbois
WW Process Performance B. Soulié
WW Information Services (IS) J-B Le-Bris
WW Support Functions X. Lancksweirt
SBS General Manager X. Lancksweirt
WW Service Delivery & Strategy G. Mercier
Delivery NAM M. Webb
Delivery LAM M. Silva
Delivery APAC I. Brown
Delivery EMEA J.Pujol
Global Delivery F. Zhang
PtP EMEA M. Pinho
OtC EMEA D. Paiva
RtR EMEA S. Salvado
HtR EMEA E. Martins
EMEA Global Contact Center M. J. Alves
Process Manager PtP T. Duquenne
Process Manager RtR P. Boyer
Process Manager HtR F. Perolini
Process Manager OtC B. Cova
Process Excellence & Data Mgt F. Etcheverry
Service Excellence & Knowledge Mgt F. Etcheverry
RtR ROPM M. Forloni
HtR ROPM W.
Hackelborger
PtP ROPM H. Schwartz
OtC ROPM P. Rebière
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Solvay Business Services
SBS Service Centers Timeline & Awards July 2016 Launch of SBS Transformation
2015 Cytec Integration in Solvay & Riga SC Integration in SBS
15 Jul 2013 Launch of SBS - Solvay Business Services - End-to-End Process Organization
Dec 2012 1st place Best Maturity SSC - Among 100 companies Solvay was
highlighted as 1st for SSC evolution in Brazil by TOTVS Consulting - Awarded to 3S Curitiba
Feb 2012 Upper quartile 2nd Generation SSC (PWC) - Awarded to 3S Global
Feb 2012 3rd position IQPC Award: Best New SSC - Awarded to 3S Global
2012 Geographical expansion to APAC - Set-up of 3S Bangkok Hub
2011 Curitiba ISO Certification (9001: 2008)
Mar 2010 Geographical expansion to LAM - Set-up of 3S Curitiba
2007 Lisbon ISO Certification (9001: 2008)
Sep 2005 Launch/set-up of 3S Solvay Shared Services in Lisbon
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Solvay Business Services
SBS Lisbon SC - HtR Highlights
98% Contractual
KPI’s
+56,000 requests received
AskHR FAQ’s
+9,000 available online
Service provided:
23h/day 5 days a week WW coverage
+ 80% Resolution within SC
+ 16,000 calls received
+ 1 M data updates per year
900 reports produced per year
global team of 47 FTE speaking
9 languages
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Solvay Business Services
SBS Lisbon SC - OtC Highlights
8,0% Overdue (YtD
2015)
5,9% NAM (Sep 2015)
6,8% LAM (Sep 2015)
5.000 active customers
8 languages spoken natively
120.000 customer interactions per year (phone and e-mail)
85.000 Payments/year
Team of 28 FTE
60.000 tickets handled per year
12 hour - average resolution time
SCOPE being increased: logistics, compliance, ...
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Solvay Business Services
SBS Lisbon SC - PtP Highlights
108 PEOPLE !
83% PoT (Payment on Time)
64% DoT (Delivery on Time) 440K Invoices processed / Year
192K Purchase Orders / Year
+ 200 K MASTER DATA
UPDATES PER YEAR
52K Expense Reports / Year
240K Ticket s + 25K Calls
/ Year by people fluently speaking English + 6 other languages
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Solvay Business Services
SBS Lisbon SC - RtR Highlights
Exper ienced Team of 83 Real accounting knowledge
Count r ies & Transversal Exper t t eam s:
Contributes to strategic projects Deliver continuous improvements
Country expertise including specificities
Com pliance
98% Above Group´ s t arget
Provide services to 113 companies in EMEA
Ext ernal Audit Questions & reports 2015: 10 800
60% totally answered in SC
4 Closing days Closing st eps:
On time or early 83% Late 17%
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Solvay Business Services
100% operators has SAP
certification
26% had already worked in an
SSC
65% of our population
is Finance
17% of our population is HR
99% of our population is Graduated
36% of Finance population has
OTOC accounting certification
33% has a Masters Graduation
20% has background in Audit or Consulting (Deloitte, Accenture, PwC, etc.)
SBS Lisbon Population - Technical Competencies
The average age at SBS Lisbon is 34 years old
90% of employees speak 3 or more
languages
At SBS Lisbon 1 in 10 employees was born outside of Portugal.
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17 Solvay Business Services Thank you all!
