ADECCO BULGARIA MANAGED SERVICES

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A

DECCO

B

ULGARIA

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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

Overview Adecco Bulgaria

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Our vision

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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

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Major clients

HP

IBM

Unicredit Bulbank

SG Express bank

Grand Mall Varna

Solmelia Hotels Chain

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Services range

Managed services

Project management

Permanent placement

Temporary staffing

Onsite services

Payroll

Outplacement

Try & Hire

Mass Recruitment

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Our vision

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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 cycle

Maximize value to the client

• Flexible Staffing

• Adecco Thought Leaders Available • Client Manages Project Deliverables • Adecco ensures resource availability at key

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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

• 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

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Proven BPO model: client and Adecco responsibilities

Client

Adecco

Strategic planning

Processes

Human Resources

Service level agreements

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IT & Communications

SLA Control

Training support

Customer satisfaction

Quality

Ongoing training

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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

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

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Our vision

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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 Hours of operation 24x7

Project scope • Two levels of IT expertise: 1st _{and 2}nd _{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.

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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

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Hours of operation 24x7

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

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Adecco Bulgaria: Adecco UK IT Service desk

Project End user support and IMAC

Experience 1 year

Client Adecco UK

Size 30 and growing Hours of operation 12x5

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

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 2010}

Total new headcounts planned for 2010: 30-40

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Our vision

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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

- 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

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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

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External

3 Rare

10 – 20

Standard

++

> 8

weeks

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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

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

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

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

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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

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

29 Chinese (Mandarin)

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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

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Payroll administrators

Order to cash administrators

Financial analysts

Procurement specialists

~ 10

~ 20

~ 10

~ 50

• Dutch

• Portuguese

• Russian

• Hungarian

• Finnish (procurement)

• Swedish (procurement)

• Norwegian (procurement)

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Our vision

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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) D e s c ri p ti o 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

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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

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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

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Secondary and rare languages: external sources

Bulgaria

Adecco International

Mobility Project

Hungary

Romania

Serbia

Poland

Czeck

AISEC

Elevation Enterprises

Partnership networks

Adecco Web

International Adecco database

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Our vision

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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

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Our vision

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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

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Adecco Bulgaria Communications

Map

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Teodora Lilova

Email:

[email protected]

Mobile: +359 888 66 80 36

Contacts

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