ADECCO BULGARIA MANAGED SERVICES

Transcription

1 ADECCO BULGARIA MANAGED SERVICES

2 Agenda 1. Adecco Bulgaria overview 2. Processes and models 3. Current IT projects overview 4. Recruitment capabilities and experience 5. Our recruitment approach 6. Facilities and Communications 7. Contacts Slide 2

3 Our vision Adecco Bulgaria Overview

4 Overview 12/ / / / / /2010 Start of Bulgarian operations as Ajilon Bulgaria 100% ownership of Adecco Corporation ~ 300 employees Start of the biggest service desk project (GSD) Official start of the branch network Sofia branch opened ~ 500 employees Varna branch opened ~ 600 employees ~ 750 employees ISO certification of managed services in progress Adecco Training introduced as a brand to the Bulgarian market 2 new branches: Plovdiv and Bourgas Slide 4

5 Major clients HP IBM Unicredit Bulbank SG Express bank Grand Mall Varna Solmelia Hotels Chain Air Liquide Slide 5

6 Services range Managed services Project management Permanent placement Temporary staffing Onsite services Payroll Outplacement Try & Hire Mass Recruitment Slide 6

7 Our vision Processes and Models

8 Our outsourcing process Adecco Bulgaria provides consulting services across the Service Delivery Continuum. This flexibility allows us to: Project Based Adecco Owns Project Deliverables Adecco Provides Thought Leadership Adecco Provides Technical leadership Adecco Project Director Manages Engagement Provide customized solutions tailored to the individual needs of our clients Leverage our experience, technology and thought leadership throughout the project life cycle Maximize value to the client Project Based Flexible Staffing Adecco Thought Leaders Available Client Manages Project Deliverables Adecco ensures resource availability at key milestones Transaction Based Single or Multiple Resources Client Manages Project & Timelines Slide 8

9 Adecco Bulgaria Services Landscape Degree Outsourced Managed people service Managed project service Unit Based Billing (UBB) Service completely managed by the client Recruitment, Payroll & Administration services provided by Adecco Appropriate Training and Skills development delivered by Adecco Adecco responsibility for the people quality Client responsibility for quality of the service Price per person Client s ownership of service to customer Complete operations management by Adecco Headcount/Staffing delivered by Adecco Appropriate Training and Skills development delivered by Adecco Adecco responsibility for the quality of the service Price per FTE Client s ownership of service to customer Client owns the process delivery framework Complete operations management by Adecco Required level of staffing managed by Adecco Career path and skill development management by Adecco Quality management by Adecco Unit Based Billing applied Slide 9

10 Proven BPO model: client and Adecco responsibilities Client Adecco Strategic planning Processes IT & Communications SLA Control Training support Human Resources Service level agreements Customer satisfaction Quality Ongoing training Slide 10

11 Adecco Responsibilities Drilldown Adecco responsibilities Workforce supply People management SLA and KPIs delivery Ongoing training activities Knowledge retention Integration in the local career development framework Contractually defined Induction Low labor cost, incl. VAT savings Labor cost Quality Process High quality education Customer satisfaction Technical Very good written and spoken English Ongoing improvements Soft skills Slide 11

12 Our vision Current IT Projects Overview

13 Adecco Bulgaria: Global Service Desk project card Project Experience Client Managed service 2 years Hewlett Packard Size ~200 End customers Hours of operation Ericsson, Syngenta, Konecranes, General Electric (70,000+ end users) 24x7 Project scope Planned next steps Two levels of IT expertise: 1 st and 2 nd Line Technical support analysts Languages distribution: 100 English, 30 German, 30 French, 20 Italian, 10 Spanish, 10 Russian ~ people coming to Bulgaria in 2010 on 4 different projects. HP GSD Proposal Slide 13

14 Adecco Bulgaria: server and applications support project card Project Experience Client Size End customers Hours of operation Project scope Planned next steps 2 managed services projects 3 years Hewlett Packard ~350 and growing Nokia, Panasonic, Ericsson, Bank of Ireland, Commerzbank, Danske Bank, Anglo American, Adecco, etc. 24x7 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 ~ people coming to Bulgaria in 2010 on 3 different projects HP GSD Proposal Slide 14

15 Adecco Bulgaria: Adecco UK IT Service desk Project End user support and IMAC Experience Client Size Hours of operation 1 year Adecco UK 30 and growing 12x5 Project scope Level of IT expertise: 1 st line technical support analysts IMAC support Planned next steps Spring 1 st level support integration: Q Adecco UK 2 nd level support integration: Q MPS Group 2 nd level support integration: Q2-Q Total new headcounts planned for 2010: HP GSD Proposal Slide 15

16 Our vision Recruitment Capabilities and Experience

17 Adecco Bulgaria: IT potential IT specialists Software development Ability to hire over 3 months Sustainable for 2 years - senior developer (3+ years experience) developers (0-3 years experience) System administration - senior administrator (3+ years experience) administrator (0-3 years experience) Hardware skills senior engineer (3+ years experience) engineer (0-3 years experience) Slide 17

18 Adecco Bulgaria: language capabilities # Group Sustainable volume Cost Time to hire 1 Primary Unlimited Standard 1-4 weeks 2 Secondary Standard + 3 Rare Standard weeks > 8 weeks Sourcing channel Internal Internal + External External Business Demand High Medium Low Slide 18

19 Primary languages defined and detailed # Language Sustainable volume* Cost- TTH Sourcing channel Business Demand 1 English Standard 1-4 weeks Internal High 2 German Standard 1-4 weeks Internal High 3 French Standard 1-4 weeks Internal High 4 Italian Standard 1-4 weeks Internal & External Medium 5 Russian Standard 1-4 weeks Internal Medium 6 Spanish Standard 1-4 weeks Internal Medium 7 Serbian Standard 1-4 weeks Internal Low 8 Greek Standard 1-4 weeks Internal Low 9 Turkish Standard 1-4 weeks Internal Low 10 Romanian Standard 1-4 weeks Internal & External Low 11 Bulgarian Standard 1-4 weeks Internal Low *sustainable over ~2 years back office and contact center profiles Slide 19

20 Secondary & Rare languages defined and detailed # Language Sustainable Volume* Cost TTH Sourcing channel Business Demand 12 Dutch 30 Standard weeks 1. External (95%) 2. Internal (5%) 13 Portuguese 40 Standard weeks 1. External (95%) 2. Internal (5%) 14 Polish 50 Standard weeks External Medium 15 Slovak 20 Standard weeks External Medium 16 Czech 30 Standard weeks 1. Internal (15%) 2. External (85%) 17 Hungarian 80 Standard weeks 1. Internal (15%) 2. External (85%) *sustainable over ~2 years back office and contact center profiles High High Medium Medium 18 Slovene 20 Standard weeks External Medium 19 Norwegian 30 Standard weeks External Low 20 Finnish 20 Standard weeks External Low 21 Swedish 20 Standard weeks External Low 22 Danish 20 Standard weeks External Low Slide 20

21 Secondary & Rare languages defined and detailed, contd. # Language Sustainable Volume* Cost TTH Sourcing channel Business Demand 23 Flemish 20 Standard weeks 1. External (95%) 2. Internal (5%) 24 Lithuanian 20 Standard weeks Internal + External Low 25 Latvian 20 Standard weeks Internal + External Low 26 Estonian 20 Standard weeks Internal + External Low 27 Ukrainian 20 Standard weeks Internal + External Low 28 Croatian 30 Standard weeks External Low 29 Chinese (Mandarin) Low 20 Standard weeks Internal + External Low *sustainable over ~2 years back office and contact center profiles Slide 21

22 Adecco Bulgaria: history of recruitment Profile Back office and contact center Accounts payable Accounts receivable Payroll administrators # ~ 650 ~ 10 ~ 40 ~ 10 Languages: English German French Spanish Italian Dutch Portuguese Order to cash administrators ~ 20 Russian Hungarian Financial analysts ~ 10 Finnish (procurement) Swedish (procurement) Procurement specialists ~ 50 Norwegian (procurement) Slide 22

23 Our vision Our Recruitment Approach

24 Recruitment process & channels Executive Summary Main sourcing channels Recruitment Process Description 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) Universities career centers Refer a friend program (RAF) Adecco Group potential (International mobility) Supplier network Industry associations and organizations Recruitment events Back office and Contact center agents Dedicated team focused on preselection of candidates and building constantly pipeline Initial screening of candidates (language & technical validation) Assessment centers with all approved people after initial screening Supervisory roles 90% internal promotions 10% external (interviews)

25 Assessment centers - overview How do we sustain the average hires per month and the time-tohire commitments? Split of responsibilities between recruitment and project team Excellent pre-selection methodology Powerful method for mass recruitment Efficient More than 50% of the candidates are hired Slide 25

26 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 Phase II - assessment 2-3 hours depending on the profile Maximum number of attendees 20 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

27 Secondary and rare languages: external sources Adecco International Mobility Project Bulgaria Hungary Romania Serbia Poland Czeck Partnership networks Adecco Web AISEC Elevation Enterprises International Adecco database Mobility willingness marked Slide 27

28 Our vision Facilities

29 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. 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

30 Office Floor

31 Our vision Communications

32 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

33 Adecco Bulgaria Communications Map

34 Contacts Teodora Lilova Mobile: Ivaylo Slavov Mobile: Slide 34