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Thanks to Harvinder Rattan for the summary Notes:!
Day 1 at CEE Business Services Summit Day 1 at the European Business Services Association conference in Warsaw delivered exactly what the region’s shared services and GBS leaders need right now: honest perspectives, practical lessons, and a clear view of where the industry is heading. Here are my key takeaways: ? Transformation is a Leadership Sport (Not a Tech Project) The opening keynote from Blagovesta Karemova and Artur Techmański (Danone) set the tone with a candid look at large-scale transformation. The message was clear: sustainable change is built on disciplined execution, strong governance, and continuous decision-making — with technology as an enabler, not the driver. ? Resilience Isn’t Theoretical - It’s Operational Oleh Chaharyn (PwC, Lviv) delivered a powerful reminder that resilience must be designed into delivery models and talent strategies, not treated as a contingency plan. ? The nominations showed how leading organisations are combining automation, operating model change, and and strengthening employer branding. ? CX in the AI Era = Smart Tech + Human Judgment Great insights from Yosif Faydoli (Concentrix) on designing customer experience that blends AI, data and people, not choosing one over the other. ? Skills Are Now a Strategic Priority The AI workshop with Rakesh Sangani reinforced that data literacy, automation thinking, and AI fluency are quickly becoming core skills in GBS, not specialist capabilities. Closing Keynote Panel: The Future of Financial Services GBS A strong finish to Day 1 with Dobrawa Gawęcka (JPMorgan Chase), Piotr Tatar (BNP Paribas CIB) and Aneta Kocemba (Societe Generale), moderated by Harry Virdee BEM Virdee. The panel shared some very clear, practical messages: ✅ Poland and CEE have real momentum as GBS locations — strong talent, proximity to Western Europe, and a mature ecosystem continue to make the region strategically relevant. ✅ Transformation must stay continuous and disciplined — not a one-off programme, but a permanent way of running GBS organisations. ✅ People are at the centre of change — the real priority is helping employees build new skill sets, progress with change, and feel empowered by it. ✅ And importantly, GBS centres in this region are no longer just supporting change — they are helping drive global change across their organisations. The discussion was also refreshingly honest about the challenges: rising costs, pressure on the labour-arbitrage model, and intense competition for skills mean the value proposition has to keep evolving — from cost to impact, from delivery to leadership. Day 2 CEE Business Services Summit, Warsaw Here’s what stood out. Geopolitics = Strategy, Not Background Noise CEE is moving from a cost location to a resilience, regulatory and capability hub. Location strategy today must factor in cyber, energy, talent mobility and political alignment — not just salary benchmarks. Leading in 2026 – The Practical Playbook Rakesh Sangani’s message was refreshingly direct. If you want to lead: 1️⃣ Build a proper skills matrix — know your capability gaps. 2️⃣ Hire a data analyst — data fluency is foundational. 3️⃣ Embrace AI deliberately — clarity > hype. 4️⃣ Define your end-to-end value outcomes. 5️⃣ Build the right operating model — and train your people continuously. This is leadership discipline, not tech enthusiasm. GBS Is Evolving — Fast PwC: The Evolution of hashtag#GBS GBS used to focus on cost and efficiency. Now it’s about competitive advantage and digital acceleration. Centres are widening scope, embedding process excellence, refining delivery models and building next-gen expertise. We’re seeing this directly at Belvedere Recruitment — increasing demand across Poland and CEE - supporting GBS organisations hiring for: • data leaders • risk specialists • automation experts • transformation capability This is no longer labour arbitrage. It’s capability arbitrage. The Human Layer of Change: Oscar Reitsma’s session was a timely reminder: We optimise processes. We analyse data. But many GBS decisions are still shaped by unspoken emotional drivers. Scaling empathy in transformation isn’t “soft”. It’s essential if you want adoption to stick. New Entrants: The Enduring Appeal of Talent in CEE & Baltics The closing panel, expertly moderated by Elias van Herwaarden (LocationPerspectives), reinforced a powerful message: despite AI disruption, wage pressure and global volatility, talent in CEE and the Baltics remains the decisive factor for new investors. New entrants aren’t coming for “cheap labour” — they’re coming for depth of capability, multilingual strength, technical education, cultural alignment and resilience. In a tight competition judged by a 29-member VIP Jury and attendee votes, congratulations to all winners and participants — the quality across CEE & Baltics is genuinely world-class. We have compiled highlights from the Jury Package, and comments from both Jury members and Attendees, to demonstrate achievements of the winners.
Here are 3 summary bullet-points per Winner: Top Employer Branding Initiative Rocket Software Lithuania
Top IT Outsourcing Services Partner in CEEStefanini Group
Emerging City of the YearKaunas
Most-Promising New-Entrant “Business Services” InvestorDANONE
Best City: “After-Care Investor Services”Vilnius
Business Centre Director – GBS – CEEAtea Global Services
Business Centre Director – GBS – PolandSterling
Top CSR Initiative – HungaryEpta International
Top CSR Initiative – RomaniaBooking Holdings Romania
Top CSR Initiative – Baltics/CEECencora Lithuania
Top CSR Initiative – PolandHEINEKEN Global Shared Services
Most Vibrant Employer – BulgariaElevate Change
Most Vibrant Employer – HungaryTATA Consultancy Services (Hungary)
Most Vibrant Employer – LatviaGoCardless
Most Vibrant Employer – LithuaniaNasdaq
Most Vibrant Employer – PolandŻabka Polska
Most Vibrant Employer – SlovakiaHolcim European Business Services
Best University–Business Cooperation – Hungary & Slovakia IBM International Services Centre s.r.o. (Slovakia)
Best University–Business Cooperation – BalticsMSC Shared Service Center Riga
Best University–Business Cooperation – PolandPwC Service Delivery Center
Top GBS Transformation Initiative of the Year – CEEElevate Change
Top GBS Transformation Initiative of the Year – BalticsDexcom
Top GBS Transformation Initiative of the Year – PolandDANONE
Top AI Application or Implementation Project of the Year (3 Winners):Roche Services & Solutions EMEA (Riga & Budapest)
231 top execs from 97 Business Services Centers across CEE and Baltics attended the 14th annual CEE Business Services Summit & Awards. 82 top companies were Short-Listed as finalists in 24 Awards categories. 100+ Photos here. In a tight competition among world-class firms, votes from our 29-member VIP Jury were combined with our Popular Vote from all attendees via the Brella platform. The combined voting distinguished the following Winners: Top Employer Branding Initiative: Rocket Software Lithuania Top IT Outsourcing Services Partner in CEE: Stefanini Group Emerging City of the Year: Kaunas Most-promising New-entrant “Business Services” Investor: Danone Best City: “After-Care Investor Services”: Vilnius Business Centre Director – GBS – CEE: Atea Global Services Business Centre Director – GBS – Poland: Sterling - Harry Virdee Top CSR Initiative – Hungary: Epta International Top CSR Initiative – Romania: Booking Holdings Romania Top CSR Initiative – Baltics/CEE: Cencora Lithuania Top CSR Initiative – Poland: HEINEKEN Global Shared Services Most Vibrant Employer – Bulgaria: Elevate Change Most Vibrant Employer – Hungary: TATA Consultancy Services Most Vibrant Employer – Latvia: GoCardless Most Vibrant Employer – Lithuania: Nasdaq Most Vibrant Employer – Poland: Żabka Polska Most Vibrant Employer – Slovakia: Holcim European Business Services Best University-Business Cooperation – Slovakia: IBM International Services Centre Slovakia Best University-Business Cooperation – Baltics: MSC Shared Service Center Riga Best University-Business Cooperation – Poland: PwC Service Delivery Center Top GBS Transformation Initiative of the Year – CEE: Elevate Change Top GBS Transformation Initiative of the Year – Baltics: Dexcom Top GBS Transformation Initiative of the Year – Poland: Danone Top AI Application or Implementation Project of the Year (3 Winners, reflecting the significance of AI to the GBS sector): Roche Services & Solutions EMEA (Riga & Budapest), Tesco Business Solutions, and Devoteam. Achievements of the Winners (3 bullet point for each entry) - posted here. This 14th annual event was organized by European Business Services Association and CEE Business Media, and MC'ed by Thom Barnhardt. The Awards were preceded by the 2-day Summit, with 36 Panelists and Speakers (on topics such as AI-applied to GBS sector, GBS Transformation, Geopolitics of the CEE region, Resilience and Adaptation, FDI Masterclass, Financial Services Panel, and Newcomers Panel). Top GBSs from across CEE were also profiled in our Showcase Presentations. Partners and Speakers of the event included: Polish Institute of International Affairs, PWC, Transparent, City of Riga, High Radius, Alcon, LocationPerspectives, IBM Locations International, JPMorganChase, BNP Paribas CIB, Societe General CIB, Proservartner, Universal Investment, and Lapp Business Services. Attendees: Top execs from across the CEE and Baltics region's leading Business Services Centres attended, including from Poland, Lithuania, Latvia, Hungary, Slovakia, Romania, Bulgaria, Ukraine - and also guests from United States, UK, France, Holland, Belgium, Germany, Switzerland, Austria, Finland, Denmark, Italy, India, and Portugal. Companies attending included: ABB, Adaptive Group, AFR, AICPA-CIMA, Alcon Polska, AmCham Slovakia, Antal, Astellas Pharma, Atea Global Services, BALL, Bank Pekao, Belvedere International, BNP Paribas CIB, Booking Holdings Romania, Brenntag, Bystronic, Capita, Carnival Cruise, CEE Business Media Europe, Cencora Business Services Lithuania, CFO Centre, Citco Fund Services Lithuania, City of Riga, Clariant, Concentrix, Cushman Wakefield, Danfoss, Danone, Devoteam, Dexcom Lithuania, DFCG (French CFO Association), Diebold-Nixdorf, Dragsholm Slot - Relais & Châteaux, Eaton, EDP Global Solutions, Elevate Change, Epta International, Equinix, European Business Services Association, Fab Lab Iasi, Forvis/Mazars, Friesland Campina, Gates Corporation, GoCardless, Goodyear, Harmodesk, HB Reavis, Heineken, High Radius, HIPA, Holcim European Business Services, IBA Group, IBA IT Georgia, IBM-Plant Location International, init Germany, Invest in Pomerania, Invest Lithuania, iSPOT, ISS World Services Poland, ista Customer Services Poland, Itelence, Johnson Matthey Global Business Services, JPMorgan Chase & Co., KaunasIN, Ketjen LLC, KLM/Air France, Lapp Group, Lexmark Budapest Competence Center, Locationperspectives, LutherOne, Malecki Executive Search, Metsa Group, Montblanc, Moodys, MSC Shared Service Center Riga, Nasdaq Vilnius Services, Norse Atlantic Airways Latvia, PerkinElmer, PISM, Plus8Soft, Praedictio.ai, Process Solutions, Proservartner, PWC, PwC Germany, PwC Netherlands, PwC SDC Lviv, PwC Service Delivery Center, Qemetica / CIECH Services, Randstad, Riga Investment Agency, Roche Services & Solutions, Rocket Software, Rockwell Automation, SARIO, Scania, SEB Global Services, Securitas, Services financiers, Simcorp, Skanska, Smith + Nephew, Societe General, Societe General Corporate & Investment Banking, Sodexo, Stefanini, Stefanini Poland, Sterling, Tata Consultancy Services, Tesco Business Solutions, Transparent, Trivium Packaging BSC, Europe, Universal Investment, WEIG, Wolves Europe, Żabka Polska. Among the Winners was Blagovesta Karemova, Dyrektor ONE DANONE Business Services (CEN&UKI): „The EBSA awards - for two of our units - confirm the key role our Polish competence centres play in Danone's global operations. They consistently centralize and standardize processes—from transactional operations to end-to-end planning—using advanced analytics and technologies to increase operational efficiency. Both our centres in Warsaw and Katowice already employ over 800 highly qualified experts. It is these experts— planners, analysts, finance specialists, and IT specialists —who drive the strength of our competence centers. I am proud that in both locations we have created a work environment that not only ensures stable employment but, above all, provides real development opportunities in areas that will be crucial for the future.” Save the Date: 24-25 February 2027 for the 15h annual CEE Business Services Summit & Awards. Www.EuropeanBusinessServices.com In 2026 some service centers will close or cut headcount, while new ones – smaller, mostly European and more specialized – will emerge. A major shift driven by artificial intelligence lies ahead, says a new report from XYZ.
1. Service centers and jobs: closures and new openings In 2024–25, several companies announced headcount reductions in their service centers. These included Intel, Credit Suisse, Octopus Energy, HSBC, Fujitsu Technology Solutions, Shell, Pepsi, and Aptiv. NatWest Group announced a complete exit from Poland. During this period, new centers were opened by companies including Klarna, Mercedes, Scania, TRUMPF Huettinger, Stena, Astellas Pharma Capability, Solventum, Virtusa, Genetec, SK Hynix, Tanium, Sterling Outsourcing, and SaarGummi Group. “In January and February we will collect data for the next report, and only then will we have the most up-to-date picture of the market. When we analyze the trends, however, we do not see a decline in the number of newly opened centers. The most likely scenario is that the pace seen in 2024 will be maintained,” says Dariusz Kubacki, managing director of KMD in Poland. Pro Progressio nevertheless forecasts that 2025 will be the first year in which overall employment in the BSS sector declines, albeit at just 1%. One can also expect market consolidation and acquisitions in the CX (customer experience) and financial services segments. If the war in Ukraine does not end, the inflow of new investment will remain slow. 2. What counts as a “large” center Just a few years ago, companies announced projects that ultimately aimed to employ 1,000 people or more. The largest centers operating in Poland today employ several thousand staff each. Capgemini has more than 11,000 employees across several cities; UBS employs over 8,000. Sii, Nokia, Citigroup, EPAM Systems, Comarch, Atos, Nordea, and State Street each employ more than 6,000 people. “Today we are seeing many smaller, highly specialized centers being launched, with target headcounts of fewer than 100 employees. During site visits, investors say they want to open a center employing, for example, 70 specialists with PhDs in a specific scientific field. In their view, that is a large project. And it is – but its size is defined by something entirely different than it was a dozen or so years ago, when corporations were announcing thousands of new jobs,” says Dariusz Kubacki. He notes that giants are appearing less and less frequently. “These are no longer companies from the global TOP 500, but rather from the TOP 2000 – often less recognizable, more niche, highly specialized brands. Many of them come from Europe and are not global corporations. These European firms often operate nowhere outside their home country or region, such as Scandinavia, the DACH area, or the UK and Ireland. Poland is their first location beyond those markets,” says the ABSL representative. Nearshoring is also highlighted by Wiktor Doktór, who likewise expects an increase in investment from Germany and Scandinavia. “Geopolitics and cybersecurity also matter. Countries that are able to secure these areas can expect an increase in FDI from the BSS sector. We firmly believe that Poland is such a location,” says the president of Pro Progressio. Location itself is crucial. “The KMD center that I manage currently employs around 600 people. When the company decided to open an office in Poland ten years ago, proximity to headquarters was key: a one-hour flight. The location of the Warsaw office near a train station seemed less attractive compared with offices closer to Okęcie Airport. Our second office, in Gdańsk, is located right next to the airport terminal – you can walk there. For the management board, that is an ideal location. This is why new investments tend to land in large, well-connected cities. That may pose a challenge for smaller hubs we would also like to develop, such as Bydgoszcz, Toruń, or Lublin,” says Mr. Kubacki. 3. The rise of specialized service centers Specialization is increasingly shaping the sector. “I participated in discussions with a German investment fund whose name I cannot disclose. The fund has a portfolio of a dozen fintechs across Europe. It decided to create a company that provides business services – that is, a center that will serve the other companies. It will help optimize their operations both in terms of costs and organization,” says Dariusz Kubacki. Among the most active sectors, he highlights pharmaceuticals and financial services. “For the past three years, we have observed a trend toward specialization in IT. Regardless of whether the investment comes from an IT company or another sector – such as pharmaceuticals or finance – the IT component is often dominant. In 2024, investments in IT accounted for 42.6% of total investments, while R&D projects made up 26.2%. This means that nearly 70% of all investments were concentrated in these two advanced sectors. That’s a significant share,” notes the manager. 4. The new workforce: AI natives It is in these sectors that a breakthrough is expected. “Today, over 90% of employees in the sector are so-called digital natives – people well-versed in the digital world. But soon, a new type of worker will enter the market: AI natives. These are individuals who already use artificial intelligence daily in their learning and work. For them, generative AI will be as fundamental a tool as Microsoft Office is for the older generation,” says Dariusz Kubacki. He predicts a shift in the sector’s employment pyramid. Currently, the base is formed by younger, less experienced staff such as recent graduates. In the short term, AI may replace these junior employees. But once the sector adapts to workers who can navigate AI freely, the pyramid will return to its traditional shape. “This is natural, because business has an inherent need for cost optimization. Today, AI is taking over jobs that were created for juniors 5–10 years ago. But once tools and concepts are developed to transform current processes, AI-native employees will be more valuable. They will be better at using and advancing these tools than those who are creating the concepts today. That’s when new positions for juniors will reappear,” explains Mr. Kubacki. According to the ABSL report Business Services Sector in Poland 2025, there has already been a significant increase in the share of more experienced workers from older age groups. In the first quarter of 2025, people aged 35 and older accounted for 46% of sector employment, with specialists dominating the workforce at 54.7%. Over the past three years, employees in Poland’s BSS sector have transitioned from transactional and back-office roles to positions requiring advanced knowledge in mid-office functions. 5. Increasingly advanced services For years, ABSL has observed a shift in the services delivered from Poland: knowledge-based services - so-called KIBS (knowledge-intensive business services) – are on the rise. “These now account for 58.6% of all processes, while mid-office services such as analytics and cybersecurity have exceeded 54%. That’s a significant share, and the proportion of knowledge-intensive services will continue to grow. Services that we currently classify as advanced will soon no longer qualify as such. Some will be supported by tools and will no longer require deep expertise. I believe that reaching a level of 60–70% KIBS will be optimal,” says Dariusz Kubacki. Poland is now among the 20 largest exporters of advanced services globally. Its position in this group grew the most between 2016 and 2023, increasing by 64%. Between 2021 and 2023, the gross value added (GVA) of business services in Poland rose by 46%, from USD 17.8 billion to USD 25.9 billion. This growth outpaced employment, which rose by 22%, signaling that the sector has become more productive, knowledge-intensive, and high-margin. “The value added per job should grow faster than the number of jobs, so that GVA growth exceeds cost growth. This requires education, access to talent, and the stimulation of investment. It’s worth noting where countries that drastically reformed their education systems, significantly reducing STEM foundations, ended up. It turns out that Polish education – which we often criticize as outdated – teaches many useful skills. Without these so-called hard skills, our sector would not exist. That said, they must be complemented by soft skills, such as effective teamwork and communication,” observes Mr. Kubacki. A Manpower survey breaks down which job sectors are rising across the country, highlighting trends and regions seeing the strongest growth.
According to Manpower’s recently released 2026 Employment Outlook Survey, Czech employers are projecting historically strong hiring optimism for this year, a positive sign for the country’s labor market. The staffing and recruitment firm found that far more companies plan to hire rather than fire personnel. For expat workers in Czechia, who account for roughly one-fifth of the country’s workforce according to Czech Statistical Office data, this news is particularly relevant and welcome. Hiring optimism is strongest in technology and IT services; over four in 10 people working in the digital business sector are foreign, so 2026 may offer more job opportunities, greater leverage in salary and role negotiations, and continued demand for international talent as employers compete to fill skills gaps. In total, 38 percent of employers plan to increase staffing levels, 41 percent expect no change, and 18 percent foresee reductions. The resulting Net Employment Outlook (NET; the difference between companies’ plans to hire and fire) is 20 percentage points, up six points from the previous quarter and nine points year on year. Full Story The number of foreigners working legally in Poland has risen to a record 1.29 million, an increase of 8 percent over the past year, the Rzeczpospolita daily reported on 5 February 2026.
The newspaper said that while registered unemployment rose by 0.6 percent in 2025, about 96,000 foreigners entered the Polish labour market. Most foreign workers come from Ukraine, but an increasing number are arriving from more distant countries, officials said. Foreign employment has grown steadily in transport, logistics and the food service, sectors where migrants typically fill low-wage positions, according to Rzeczpospolita. In contrast, foreign specialists account for about 20 percent of the workforce in Poland’s business services sector, the paper reported. Full Story Bosch announced that its Global Business Services centre in Romania, at Timisoara, plans to reduce approximately 510 positions of the existing 1,800 by the end of 2030 as part of a cost-cutting plan that aims to lay off 13,000 employees worldwide across the entire group. The company cited “stagnant demand for services” and “productivity potentials [AI] existing in the service environment” as reasons for the global downsizing.
To protect its competitiveness and continue to invest in innovation, Bosch said it must permanently reduce costs and reorient its organisation accordingly. Bosch Global Business Services Division, which manages various operational services such as accounting, purchasing, and human resources services, will undergo a reorganisation process. “To position itself effectively in the context of the expected stagnant demand for services and taking into account the productivity potentials existing in the service environment, Bosch Global Business Services plans to reduce a total of around 3,400 jobs worldwide by the end of 2030,” according to the company’s press release Checkout.com, a leading global digital payments provider, has announced the establishment of a technology centre in Vilnius. The expansion follows the acquisition of Blue EMI, a Lithuanian electronic money institution, and will see Checkout.com build capabilities in compliance and technology, to serve its operations.
Since its establishment in 2012, Checkout.com has evolved from a fast-growing fintech into a payments infrastructure provider serving some of the world’s largest enterprises, with an expanding geographic presence and global operations. The company enables businesses to accept, process, and optimise digital payments worldwide, with services spanning online card acquiring, multi-currency processing, issuing, fraud detection, and payment orchestration. Checkout.com employs over 2,000 people, with its global headquarters in London. Its clients include eBay, Uber, Pinterest, Vinted, Klarna, Financial Times, HelloFresh, and Sony. The project is co-funded by the European Funds for Pomerania 2021–2027 programme. Support from the European Regional Development Fund amounts to approximately PLN 145 million, with a total project value of PLN 167 million.
The initiative also includes support for SMEs through investment grants for the development of production infrastructure and the implementation of new technologies. The project envisages actions to attract and retain talent, including matchmaking between candidates and employers, labour-market adaptation support, and the promotion of the region as a place conducive to professional development. Beneficiaries include investors, local governments, business-support institutions, universities, and job seekers. The project aims to increase the number of investments and reinvestments in the region—especially in priority sectors—strengthen links between companies, and enhance their competitiveness, ultimately contributing to improvements in the labour market. Projects Delivered by Invest in Pomerania Since the start of the initiative, 30 investment projects have been attracted, including from companies that decided to expand their operations in Pomerania. Support provided under the project contributed to the creation of more than 2,000 new jobs. Among the largest projects completed in 2024–2025 are investments by Scania, Foundever, Leman, Ferchau, HedgeServ, SK Hynix, MEP Solutions, and Openchip. On November 6th, 2025, during the celebration of the 30th anniversary of Mastercard's presence in Poland, the company's management announced its decision to further expand its operations in Poland. This is an important step on the way to strengthening Mastercard's presence in our country and the development of the financial sector and business services. It is also a testament to trust and long-term partnership.
New hubs in PolandMastercard focused on development in two key locations in Poland: Warsaw and Gdańsk. Each of the cenres will have a slightly different role. The hub in Warsaw will deal with strategic consulting, data analysis, marketing and market research. It is here that broadly understood professional services will be provided, supporting Mastercard customers on many levels. The Hub in Gdańsk will become a centre of technological and financial innovation. The teams will work on modern solutions in the area of fintech and open banking, using advanced digital technologies. Over 100 people are currently employed in both locations, and by the end of 2028 it is planned to increase employment to over 300 people in highly specialized positions. The two centres will work closely together, combining analytical, advisory and technological expertise. Thanks to this, Mastercard will be able to effectively develop its offer in Central and Eastern Europe, and Poland will strengthen its position as an attractive place for innovative investments. |
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NEWS CATEGORIESEVENTS11th annual CEE Business Services Awards
Build it or Buy It?: Outsourcing in Poland and Central Eastern Europe BSC Directors VIP WineTastings, June-September 2023 BSC Charity Beach Volleyball Tournaments - June and August 2023 |
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