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Costa Rica: A Shared Service - Camscat Services LatAm...CINDE: Costa Rican Investment Promotion...
Transcript of Costa Rica: A Shared Service - Camscat Services LatAm...CINDE: Costa Rican Investment Promotion...
Costa Rica: A Shared Service
HUB …. What´s next?
Vanessa Gibson
Corporate Development & Investment Climate
CINDE: Costa Rican Investment Promotion Agency
• Private, non-profit, non-political organization, founded in 1982
• Declared of public interest by the Costa Rican Government in 1984
• Active promotion of foreign investment, local support, and post-
establishment services
• Extensive experience in strategic sectors such as Life Sciences,
Advanced Manufacturing, Services, Clean Technologies-Renewable
Energy, Food Industry, Light Manufacturing and other projects.
• CINDE is the best national Investment Promotion Agency in Latin
America & Caribbean (Site Selection Magazine 2015)
1.
Costa Rica, a country that has evolve as a
Corporate Service Hub
Costa Rica leads value-added service
exports in the Latin American region
Source: CINDE based on data from BCCR, IMF and TRADEMAP , 2016.
6,8%
1,5%
1,5%
1,4%
1,4%
1,1%
1,1%
1,0%
0,9%
0,4%
0,4%
0,3%
0,1%
0,1%
Costa Rica
Honduras
Panama
Nicaragua
Uruguay
Brazil
Argentina
El Salvador
Guatemala
Bolivia
Colombia
Peru
Venezuela
Paraguay
Exports of Telecommunications, computer, information, and other services as % of GDP - 2015
Main indicators
(Data for 2015)Costa Rica Honduras Uruguay Brazil Argentina Colombia Peru
Service exports as a percentage
of total country’s exports44% 24% 27% 15% 20% 17% 16%
Total service exports per capita $1,594 $317 $879 $165 $322 $150 $195
Total non-tourism services
exports per capita$915 $240 $359 $137 $220 $62 $91
From Agriculture to an Industry and
Services-based economy: IT & IT enabled services,
and other business services exports represent 6.2% of the GDP
Source: CINDE based on data from BCCR and PROCOMER, 2015
1,3%
6,2%
9,1%
5,2%
0%
2%
4%
6%
8%
10%
1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014
IT & IT enabled services and other business services Agriculture
Great Potential
1st High-Tech exporter of industrial products in Latin
America, 5th worldwide
CINDE based on data from the World Development
Indicators 2016, World Bank
1st Country for future FDI in Central America and the
Caribbean
Financial Times: FDI Intelligence, 2015
1st Outsourcing City of Latin America (San Jose)
Top 100 Outsourcing Destinations 2016, Tholons
Top seven City for future FDI in Latin America (San
Jose)
Financial Times: FDI Intelligence, 2015
The top choice among Latin America countries for
establishing a Global Business Services Center
The Hackett Group, 2013
San Jose is the best hub for Life Sciences, Electronics
Manufacturing, Business and Financial Services; and
Information and Technology in Latin America
The World’s Most Competitive Cities 2015, Conway
Costa Rica is among the top 5 Global Best to Invest
countries in Latin America
The Global Best to Invest, Site Selection Magazine
2016.
2.
More than 140 companies has established
successful Corporate Services operations in
Costa Rica. Almost 70 Shared Services &
Back Offices
World-renowned companies
EXPANDING in Costa Rica
Shared Services Back Office
Financial processes
• Accounts Payable/Billing & Billing Adjustments
• Accounts Receivable, Invoicing,& Collections
• Auditing
• Cash Application
• Cost Accounting
• Financial Reports
• Fixed Assets
• General Ledger
• Order-to-Cash
• Purchase-to-Pay
• Record-to-Report
• Revenue Cycle
• Tax Filing and Analysis
• Treasury
Global
Procurement:
• Procurement-
to-Pay
• Bidding
• Purchasing
• Transportation
planning and
execution
• Suppliers
• Inventory
allocation and
management
• Planning
• Forecasting/
Seasonality
• Materials
management
and planning
• Customer order
tracking (credit
hold, order
processing,
claims
Human Resources:
• Ex-pat Relocation & Training
• Payroll
• Regional Recruitment
• Talent Management
• Travel & Entertainment
• Benefits and compensations
Processes Reengineering :
• Business Analysis
• Compliance & Fraud Control
• Research and Data Analysis
• Business Presentation Design
• Portfolio Analysis, Investment Research
• Training
BPO:
• Finance & accounting
• Data center operations
• IT operations (IT helpdesk, IT Security Administration, IT Application Maintenance)
• Network design
• Supply chain
• HRO: Payroll, Benefit and compensation mgmt., retirement assistance and corporate travel
• Facilities services
Financial KPO
Back office support:
• Presentation design, business knowledge analysis, learning services
• Report editing
• Health industry support
• Data Mining/processing
• Logistics processes (auditing freight, international freight payment transactions)
Shared Services & Back Offices processes1. Finance & Accounting
2. Software Develop.
3. HR Services
4. Information Tech.
5. Logistics Services
6. Sales & Marketing
7. Customer Service
8. Help Desk
9. Reengineering
10. R&D / Design & Digital Production
Costa RicaEnd-to-end centers offering
services 24x7x365 in
English, Portuguese,
French, German, Italian,
Spanish, Malay, Japanese,
Dutch, Polish, Czech,
Finnish, Mandarin
North
America
South
America
Africa
AsiaEurope
Global centers of excellence serving the world in more than 10
different languages
3.
An increasing productivity, that allows
companies to grow with the right talent
Increased productivity in the Services sector
Source: Data for companies attracted by CINDE
Industry demographics:
- 49% in 2015 (Shared Services & Back Offices)
- Total headcount 23,480
- Operations scope: 75% North America, 15% Hemispheric, 10% Global operations.
- Top 5 languages: English, Portuguese, French, German and Spanish.
Talented workforce:
- Friendly and stable workforce
- “Do it better” attitude
- In Costa Rica the accounting processes follow the IFRS -The Public Accountants College and the Costa Rican Chamber of Industries offers IFRS actualization programs
- High number of people certified in SAP, PMI, Six-Sigma, Oracle, Cisco Certifications
Source: CINDE, 2015. Data comes from survey conducted in July 2015 by PwC
A g
row
th o
f 29%
sin
ce 2
005
2005
$35K
2014
$45K
Average output per employee
Shared Services & Back Offices demographics
0,00% 10,00% 20,00% 30,00% 40,00% 50,00% 60,00%
Universitygraduate
Universitystudents
Completehighschool
Technicalhighschool
MSc.
Other
SSC & BO associates academic background
4.
Fast pace evolution, from GBS, COE to ……
What´s next?
Low cost labor
Access to highly
Skilled labor pool
Increasingly complex transactions
•Basic data entry
-Application forms
- data conversion
•Transaction
processing
•Document
management
•Customer relations
-Call Centers
(inbound & outbound)
- online customer
service
•Telemarketing
•Collections
• Shared corporate
services
-Finance/accounting
- HR
- Procurement
- IT
- Help desk
- Maintenance
- Infrastructure
- Application
development
•Research services
•Customer analysis
•Portfolio analysis
•Claims processing
•Risk management
- Credit underwrite
•Content development,
engineering and design
•New product design
• Design specs
• Pilot/prototypes
• Testing
• Production deign
and optimization
Source: McKinsey&Company Global Institute. Off shoring: is it a Win-Win Game? 2003
Back officeCustomer
contact
Common
Corporate functions
Knowledge
Services and
decision analysis
Research &
Development
Services- from a site location perspective
Key Trends impacting financial services
Source: Virtusa. Dec. 2015
These trends are driving four key business imperatives
Source: Virtusa. Dec. 2015
SSC next generation of labor pool?
Transactional
Analytical &
Decision process
Source: HFS Research. 2015
High demand knowledge areas:
Information Technology
• Cloud Computing
• Virtualization
• Cybersecurity
• Big Data & Analytics
• Data Science
• Mobile technology
• Artificial Intelligence &
Cognitive Computing
• Storage
• Other: Linux OS, Android OS
• Software Quality Assurance
Business
• Business Intelligence
/Analytics
• Advanced Financial Analysis
• Investment / Capital Markets
• Supply Chain Management
• Financial Modeling
• Taxes
Engineering
• Optics
• Electronic packaging
• Modeling - Design
• Regulatory / Quality
• New materials
• Surface treatments
• Plastic Processing
• Molds Design and Construction
• Molds repair and maintenanceWeb - Digital Design
• User experience
• Content Management
• Leveraging global academic contacts developed through multinational companies.
• Enabling strategic networking between local and foreign institutions.
• Promoting best practices and experiences exchange between the academia and multinational communities.
• Exploring opportunities such as:
– The development of specific complementary curricula
– Visiting professors program
– Course lectures - workshops, etc.
– Faculty sabbaticals relocation initiatives
– Promotion of post-graduate and post-doctorate programs
Objective: To accelerate the transfer of new knowledge and technologies to academic
institutions for the development of a more sophisticated labor pool in Costa Rica.
International Strategic Academic Alliances Program (ISAA)
Costa Rica expects to aligned with the new wave in SS & BO
The strategy – Building our talent capabilities
- To lead and collaborate in the transformation
of the new SSC model
- Revalidate the pertinence and contribution of
the SSC model in the value stream of the
Company
- To strategically position Costa Rica as
“knowledge based” hub
It´s all about our best resource: Talent!!!
Thank you!