HR and payroll for BPO and SSC industries

Challenges in the BPO and SSC industries.

Krakow, Wroclaw, Warsaw, Lodz, Poznan, Katowice, Tricity are Polish cities known not only for their history or tourist attractions, but also associated as the largest centers in Poland concentrating shared services centers (SSC), BPO and Call Center. SSCs or BPOs are far innovative entities with a very strong emphasis on operational efficiency, which involves designing and applying best business practices to handle entrusted processes.

Such units, however, function as legal entities that need to be handled in terms of accounting and payroll. And while payroll, personnel file maintenance, and Social Security filings are mandatory matters, they are completely secondary from the management's point of view. They are simply to be conducted efficiently without involving management in them.

HR and payroll services for BPO and SSC companies

Just like service centers for their clients, the Warsaw and Katowice branches of Aider Polska (MDDP Outsourcing) for service centers apply the best business practices, on the basis of which it designs and provides modern process solutions and cooperation models. It also uses and offers IT applications for employee service, e.g. e-passes, e-journals, e-file, individual e-mail for contacts.

Many employee service issues such as insurance enrollment, benefit enrollment, vacation application, salary slip download, etc. can be handled by a quality external entity. This is because we know that employees want to be treated subjectively at work, they want to be independent and get their affairs done quickly, without unnecessary intermediation and time-consuming tracing of case histories and correspondence.

For already existing centers that want to improve their efficiency and introduce new solutions.
For newly emerging service centers.

Comprehensive HR and payroll support

Entities starting an SSC or BPO business in Poland can count on the support of Aider Poland (MDDP Outsourcing) in a wide range of HR and payroll issues arising at the beginning of the company's launch:

We advise on formal issues (when obligations to develop bylaws arise, what should be the procedures for accounting for business trips, etc., employee transfers - expats)
We pay attention to the relevant provisions of the employment contracts concluded
We prepare documents supporting recruitment e.g.: questionnaires for data collection
We handle non-wage elements of remuneration, packages, sports medical packages, use of company cars, use by employees of shared housing, etc.
We provide support in handling medical preliminary examinations and health and safety training courses
We help make notifications to the authorities
Understanding the pace of activity, we answer current questions, e.g. labor costs, calculation of sample salary, etc.

Specifics of operations in the BPO and SSC industry

The management of such companies is focused on organizational efficiency and profitability of the business, on ensuring continuity and high quality of operations ( regardless of potential turnover, or the number of entities acquired and serviced). In the context of HR, it is interested in managing the company's talent, building the company's organizational culture (corporate DNA), succession (recruitment, induction and rapid performance on the job, career path planning for employees) andreporting on headcount (FTE) and labor costs, analyzing time spent on projects and related client invoicing, rather than day-to-dayHR or payroll tasks.

Employees and team leaders in such companies also have their expectations. They require the least time-consuming relationship with HR (administrative activities) and, at the same time,a high standard of HR services, including IT tools to facilitate daily work.

However, while it is common in SSC or BPOto invest in automating customer service processes - leading to increased margins or improved competitiveness - very often, due to budget constraints, so-called support functions are deprived of modern capabilities. Solutions for employee support and internal use lag far behind those offered to customers. They are limited to email and time recording systems. One could say "the shoemaker walks without shoes."

Benefits for Human Resources Department in SSC / BPO

Maintaining a relatively low HR staffing level
Focusing on issues that support running a business instead of administrative work - all statutory tasks (PIT, ZUS, US) can be handled by Aider Polska (MDDP Outsourcing)
24/7 access to IT tools supporting employee service and work
Elevate employee service to the level of service of own clients

Undoubtedly, clients in the market are expecting better and more modern solutions from SSCs and BPOs. At Aider Poland (MDDP Outsourcing), focusing on innovation and development of proprietary IT tools, we are perfectly able to meet these expectations and offer our clients the highest level of services.