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ROMANIA 2017SALARY GUIDEBUSINESS SERVICESCENTREShaystalentsolutions.com
Cosmin PătlăgeanuPresidentABSLDear Members and Partners,As the leading organization in the industry of businessservices, with the aim to offer support and insights inthis constantly growing sector, ABSL, in collaborationwith its Strategic Partner, Hays, would like to introducea new Report focused on the salary and compensationsarea in the industry.As the number of employees in the industry is growing sois their mobility. Therefore, it is important to know and beable to respond to their needs, while maintaining a highlevel of performance and promoting a rewarding andstable workplace.I would like to thank Hays for being our trusted partnerin elaborating this report and the member and nonmember companies which responded to our survey.Cosmin PătlăgeanuABSL PresidentThe Romanian shared services and outsourcing markethas experienced significant development in recent years,new investors see Romania as having a strong advantage inthe technical capabilities of its workforce along with their verydiverse language skills. At the same time, already existingbusiness services centres (BSC) are expanding the scopeand complexity of the processes or activities they supportregionally or even globally from Romania. This is driving highdemand for talent in the market, challenging companies toposition themselves as an employer of choice.MałgorzataJasińska-DylaCEE Managing DirectorHays Talent SolutionsLooking to respond to BSC employers’ need to have clearinsights on salary ranges and benefits practices in theirindustry, ABSL have partnered with Hays to conduct the firstsalary and benefits survey directed at the Romanian businessservices market.The report gives an overview of the current salary rangesbeing offered by function, role and seniority – allowingemployers to adjust their current packages and future offersto meet going rates.We would like to thank all those who responded to thesurvey, which has allowed us to create a valuable reportfor the industry. We look forward to continuing this researchin future years.Report prepared by Hays in cooperation with ABSLRomania 2017 Salary Guide 3
METHODOLOGY AND PARTICIPANTSThe first version of the survey design was proposed byHays to ABSL board members. In order to have a betterunderstanding of the key areas of interest companiesmight have, consultation sessions were conducted withseveral ABSL members during which the initial surveyform was adjusted to better meet their needs.The final version of survey was sent to ABSL membersand companies operating in the industry for completion,keeping a strong focus on respondent confidentiality.In total over four-hundred company representativesoperating in Romania received the invitation toparticipate. Respondents were asked to disclose theirlocation by city to make sure the data gathered wasrepresentative of the whole country.The survey covered twenty-one different job roles withthe majority of them being in IT, Finance and CustomerSupport. Each job role had been split by level ofexperience and a short description had been provided oneach of the levels to ensure common understanding withthe respondents. A minimum of six responses wereneeded for each level of experience in order to properlyassess the data and publicise the results.The total number of respondents was nineteen however,one response was eliminated due to lack of consistentdata. Only two responses were collected for Timisoaraand Iasi so these had to be excluded from the final report.4 Romania 2017 Salary GuideSeventeen responses were received for Bucharest but notall of them had data for each job area, so final data wascalculated by using the minimum of six responses foreach job role: Accounts Payable Accounts Receivable General Ledger Customer Service Order Management Supply ChainPlease note that the salary data was collected exactlyas provided by the survey participants, who were taskedwith ensuring the data they provided was accurate. Dueto the anonymity of the survey Hays was not able toverify the validity of the data provided.Unless otherwise stated the salary data is presented asmedian, first quartile and third quartile.For more detail on the survey respondents andorganisations, please review the information describedin the following pages of the report.Romania 2017 Salary Guide 5
SALARY REPORTGENERAL LEDGERACCOUNTS PAYABLEArea description: Creating simple reports, e.g. cash flow; month closing,preparing VAT declarationsArea description: Processing payments, contact with vendors,invoice processingGross monthly salary in RONGross monthly salary in RONPositionnameYears ofexperiencePosition ntant0-1 yrs of exp.Works under the supervision of more seniorcolleagues3 3753 500Accountant1-3 yrs of exp.Works independently, requires little or nosupervision4 500SeniorAccountant3 yrs of exp.Responsible for part of the process, helpsmore junior colleaguesTeam Leader 5-10 FTEsProcessManagermin. 20 FTEsPositionnameYears ofexperiencePosition description1stQuartileMedian3rdQuartile3 875JuniorAccountant0-1 yrs of exp.Works under the supervision of more seniorcolleagues3 2753 5003 9084 7005 438Accountant1-3 yrs of exp.Works independently, requires little or nosupervision4 0544 3755 3695 5005 6005 704SeniorAccountant3 yrs of exp.Responsible for part of the process, helpsmore junior colleagues4 4655 0006 729Responsible for managing a team of 5-10employees, acts as a point of escalation forthe most complicated issues7 5008 1508 365TeamLeader5-10 FTEsResponsible for managing a team of 5-10employees, acts as a point of escalation forthe most complicated issues5 5007 0007 221Responsible for the whole process10 65012 80015 807ProcessManagermin. 20 FTEsResponsible for the whole process9 00010 03813 466Methodology note: 1st Quartile is the value that splits off the lowest 25% of data from the highest 75% Median is the middle number in the dataset, exactly 50% of responses is lower and higher than this value 3rd Quartile is the value that splits off the highest 25% of data from the lowest 75%Methodology note: 1st Quartile is the value that splits off the lowest 25% of data from the highest 75% Median is the middle number in the dataset, exactly 50% of responses is lower and higher than this value 3rd Quartile is the value that splits off the highest 25% of data from the lowest 75%Median is typically used to describe salary data instead of Mean because it is not skewed so much by extremely largeor small values, and so it may give a better idea of a “typical” value.Median is typically used to describe salary data instead of Mean because it is not skewed so much by extremely largeor small values, and so it may give a better idea of a “typical” value.6 Romania 2017 Salary GuideRomania 2017 Salary Guide 7
SALARY REPORTACCOUNTS RECEIVABLECUSTOMER SERVICEArea description: Issuing invoices and notes, collecting receivablesArea description: Communicating with customers by phone, e-mail or chat,answering questions, providing informationGross monthly salary in RONGross monthly salary in RONPositionnameYears ofexperiencePosition ntant0-1 yrs of exp.Works under the supervision of moresenior colleagues3 3503 500Accountant1-3 yrs of exp.Works independently, requires little orno supervision4 000SeniorAccountant3 yrs of exp.Responsible for part of the process, helpsmore junior colleaguesTeam Leader 5-10 FTEsProcessManagermin. 20 FTEsPositionnameYears ofexperiencePosition description4 375JuniorSpecialist0-1 yrs of exp.Works under the supervision of moresenior colleagues4 5005 180Specialist1-3 yrs of exp.4 5005 2006 577SeniorSpecialistResponsible for managing a team of 5-10employees, acts as a point of escalation forthe most complicated issues6 6257 0008 219Responsible for the whole process9 0009 87511 6951stQuartileMedian3rdQuartile3 1883 5923 950Works independently, requires little orno supervision3 4884 5814 7003 yrs of exp.Responsible for part of the process, helpsmore junior colleagues4 2254 8505 515TeamLeader5-10 FTEsResponsible for managing a team of 5-10employees, acts as a point of escalation forthe most complicated issues6 7506 9967 000ProcessManagermin. 20 FTEsResponsible for the whole process9 12510 75013 687Methodology note: 1st Quartile is the value that splits off the lowest 25% of data from the highest 75% Median is the middle number in the dataset, exactly 50% of responses is lower and higher than this value 3rd Quartile is the value that splits off the highest 25% of data from the lowest 75%Methodology note: 1st Quartile is the value that splits off the lowest 25% of data from the highest 75% Median is the middle number in the dataset, exactly 50% of responses is lower and higher than this value 3rd Quartile is the value that splits off the highest 25% of data from the lowest 75%Median is typically used to describe salary data instead of Mean because it is not skewed so much by extremely largeor small values, and so it may give a better idea of a “typical” value.Median is typically used to describe salary data instead of Mean because it is not skewed so much by extremely largeor small values, and so it may give a better idea of a “typical” value.8 Romania 2017 Salary GuideRomania 2017 Salary Guide 9
SALARY REPORTORDER MANAGEMENTSUPPLY CHAIN (SUPPLY PLANNING)Entering and processing all incoming customer orders, preparing thenecessary documentation and ensuring high data qualityPlanning and ensuring the appropriate level of inventory availability of theassigned materials/finished goods.Gross monthly salary in RONPositionnameYears ofexperiencePosition description1stQuartileMedianJuniorSpecialist0-1 yrs of exp.Works under the supervision of moresenior colleagues3 2753 600Specialist1-3 yrs of exp.Works independently, requires little orno supervision3 925SeniorSpecialist3 yrs of exp.Responsible for part of the process, helpsmore junior colleaguesTeamLeader5-10 FTEsProcessManagermin. 20 FTEs3rdQuartileGross monthly salary in RONPositionnameYears ofexperiencePosition description1stQuartileMedian3rdQuartile3 874JuniorSpecialist0-1 yrs of exp.Works under the supervision of moresenior colleagues3 2753 8674 0504 4004 656Specialist1-3 yrs of exp.Works independently, requires little orno supervision4 1004 5004 9344 6705 3505 724SeniorSpecialist3 yrs of exp.Responsible for part of the process, helpsmore junior colleagues5 0815 5006 407Responsible for managing a team of 5-10employees, acts as a point of escalation forthe most complicated issues6 8817 50010 818TeamLeader5-10 FTEsResponsible for managing a team of 5-10employees, acts as a point of escalation forthe most complicated issues6 5467 0007 476Responsible for the whole process9 50011 62511 938ProcessManagermin. 20 FTEsResponsible for the whole process8 50010 00010 047Methodology note: 1st Quartile is the value that splits off the lowest 25% of data from the highest 75% Median is the middle number in the dataset, exactly 50% of responses is lower and higher than this value 3rd Quartile is the value that splits off the highest 25% of data from the lowest 75%Methodology note: 1st Quartile is the value that splits off the lowest 25% of data from the highest 75% Median is the middle number in the dataset, exactly 50% of responses is lower and higher than this value 3rd Quartile is the value that splits off the highest 25% of data from the lowest 75%Median is typically used to describe salary data instead of Mean because it is not skewed so much by extremely large orsmall values, and so it may give a better idea of a “typical” value.Median is typically used to describe salary data instead of Mean because it is not skewed so much by extremely largeor small values, and so it may give a better idea of a “typical” value.10 Romania 2017 Salary GuideRomania 2017 Salary Guide 11
SALARY REPORTINDUSTRY OVERVIEWMonthly language bonus in the form of lump sum for employees having anadvanced knowledge and working in the selected languagesNon-financial benefits for employees in managerial rolesGross monthly salary in RONLanguage1st QuartileMedian3rd 1300Dutch (incl. Flemish nch0120400140700900For employees in managerial roles, over 75% of respondents said their company was offering a company car for privateuse as a non-financial benefit. In general the other non-financial benefits remain largely the same as for operationalemployees although it seems those in managerial roles have less options available to them.Non-financial benefits for employees in operational rolesAll respondents said their company is offering meal tickets as a non-financial benefit to employees. Other top non-financialbenefits on offer include flexible hours (74%) and extra vacation days (74%). Also, the possibility to work from home wasan option in more than half of the respondents’ companies and 22% of employees were able to keep their benefits duringmaternity leave.100%Meal ticketsPossibility to work flexible hours74%Extra vacation days74%70%Possibility to earn a e healthcare – medical subcriptionPossibility to work at home56%Discounts for various products or services56%Private healthcare – medical assurance44%Education allowance for stuies or external training44%41%Reimbursement for public transport37%Sports/wellness card26%Other (please specify)Keeping the benefits during maternity leave22%Additional life insurance22%4%Company car for private usePortuguese (incl. Brazilian Swedish450100013000275782Turkish12 Romania 2017 Salary Guide0%20%40%60%80%100%120%How many extra holiday days do you offer above the minimal legal requirementThese figures support the previous finding that extra vacation days are the third most popular non-financial benefitoffered by companies. The average number of extra days on offer was five with a range of between two and nine days.Min: 2Max: 9Avg: 5Romania 2017 Salary Guide 13
WORK FOR HUMANS AND ROBOTS?Although as many as nine in ten business service centresin Romania use automation to conduct their business,employment in the industry is still growing rapidly. Theincreasing level of advancement in the processes offeredin Romanian centres means that employers are still lookingfor skilled professionals, while using new technologies forsimple and repetitive processes.The tedious and little developing practices of the accountsreceivable process are no longer synonymous with working inbusiness service centres. Increasingly, robots are taking overthese routine tasks. In many companies, specialised softwareselects the approved invoice, and then checking the documenttype books it directly into the accounting program. The systemalso takes into account the defined exceptions that requiredifferent types of accounting processes. As a result, in anhour’s time it does the job, which would take a human all dayto do. In addition, it does the job without errors.A CHANCE, NOT A THREATThe introduction of automation and modern technologyis designed to eliminate simple tasks that causedissatisfaction and high staff turnover. For industrycompanies it is employees who are most important,because more than three quarters of the players on themarket are planning to increase employment in the nearfuture. At the same time, the automation which is beingused on an increasing scale, is forcing us to define certainpositions and areas of the centres’ activities.The introduction ofautomation and moderntechnology is designed toeliminate simple tasks thatcause dissatisfaction andhigh staff turnover.14 Romania 2017 Salary GuideOur global scaleand in-depth localknowledge, theresearch methodologywe use together withour extensive candidatenetworks all combine tohelp you achieve yourhiring objectivesAccording to our survey as well as the most recent ABSLOutsourcing Industry Report close to 90% of companies inthe modern business services industry are already using eitherbasic, robotic, autonomic or advanced process automationin their services. Most of them use the machines for routine,manual tasks at the first and second levels of advancement.Now that the service centres in Romania are effectivelyseeking to support more complex and profitable processes,those less advanced are increasingly subject to automation.Companies specialising in the outsourcing of businessprocesses are pioneers in technology automation, becausethanks to them they are becoming more competitive. Itis estimated that in the modern business services sector,currently about 10% of tasks are automated, and thisnumber will continue to rise.According to business services market experts, automationis not a threat – and it will not become one for a long time –to employees and their jobs. Increasingly higher proportionof projects supported in Romania are advanced processes,which at the present stage of technological developmentcannot be entrusted to software. These are processes thatrequire expertise, solid competence or direct contact withanother person, often conducted in many foreign languages.Therefore, business service centres will continue to employexperts and polyglots, and rely more on automation ofstandard and repetitive processes, which do not require,or only partially require human involvement. Automationis increasingly supported by powerful technologies - manytools no longer need, or require minimal programming skills,which increases their availability. Ultimately, however, it isthe human who is the highest authority, ensuring the properquality of automated processes.Romania 2017 Salary Guide 15
INDUSTRY OVERVIEWSectorNumber of locations in RomaniaThe majority of respondents work for Commercial and Professional Services companies (28%), followed by InformationTechnology and BPO companies.The majority of companies surveyed are based in one (41%) or two (34%) locations in Bucharest.45%Commercial & Professional Services (i.a. BusinessSupport Services, HR Services, Legal Services,Research & Consulting Services)Telecommunication41%28%40%19%Information Technology34%35%13%Other (please specify)30%Energy, Materials & Utilities (i.a. Oil & Gas, Chemicals,Paper & Forest Products, Metals & Mining)9%Consumer Goods & Services (i.a. Automobiles & AutoParts, Food & Beverages, Media, Retailing, Leisure)9%BFSI: Banking, Financial Services, Insurance9%25%20%15%6%Industrial GoodsTelecommunication Services3%Transportation (i.a. Airlines, Logistics)3%0%13%10%6%6%FourFive and more5%0%5%10%15%20%25%30%Only oneTwoThreeEmploymentAverage level of voluntary attritionThe large majority of respondents came from companies with over 100 full-time employees (90%) while 23% of thesewere companies with more than 1,000 full-time employees.25% of the respondents said their company has an average voluntary attrition level of 21-25%. While 21% reportedaverage of attrition over 30%, more than 50% of the respondents companies’ have an average of voluntary attritionbelow 20%.23%More than 1,000 FTEs750-1,000 FTEs30%13%20%7%500-740 FTEs15%17%250-500 FTEs18%14%10%30%100-250 FTEs14%7%7%7%7%31-35%36-40%More than 40%5%10%Less than 100FTEs25%25%0%0%16 Romania 2017 Salary -25%26-30%Romania 2017 Salary Guide 17
INDUSTRY OVERVIEWPlans to increase headcount in the next yearPlans to expand/reduce activity in the next yearThe expanding activities of companies is influencing theirdecisions on headcount, with 50% of respondents sayingthey will definitely grow their headcount in the next 12months. 27% of respondents also felt their company wouldprobably increase headcount in the next 12 months whileonly 10% said their headcount would remain the same.More than half of the respondents have expressed theintention to expand their local activity in the next 12months. The expansion is linked to either new activitiesfor the same customer (27%) or new activities but for newcustomers (37%). At the same time, 23% of respondentsdeclared that in the next 12 months their company willfocus on stabilizing and optimizing their current activities,regardless of the type of customer they are serving.Only 13% have no plans to change their current activities.Which statement best desbribes the level ofprocess automation in your business centreCompany business modelFollowing the general global trend for automationadoption, the majority of respondents’ companies haveimplemented at least a low level of automation in theirprocesses. However, there is a significant number who arealready working with advanced process automation.Respondents were fairly balanced between the threemain company business models of commercial provider/outsourcing centre, internal unit/captive centre andHybrid model (both internal and external %19%Definitely yesDon’t know yetProbably yesProbably no37%Max: 500Commercial provider/outsourcing centerExpansion of activities – new activites,the same customersAdvanced Process Automation (pre-cognitive& cognitive solutions)Expansion of activities – new activities,new customersNot applicableStabilisation and optimisation of currentactivies (the same of new customers)Basic Process Automation (simple VBA scripts,spreadsheet based simple data)No plans to change current activitiesRobotic Process Automation (RPA tools, simplerules, structured data)The maximum number of new positions respondents expect will be added to their company in the next 12 months is500 FTEs. The average is 154 new positions while the minimum is 25. These numbers support the previous findings onheadcount growth.18 Romania 2017 Salary GuideInternal unit/captive centerAutonomic Process Automation (automationof complex rules, instructed data)New positions added in the next yearMin: 25Hybrid model (both internal and external clients)Avg: 154Approximate number of foreign nationals employed in organisationsThere was a wide range in the number of foreign nationals employed by the respondents’ companies but as the averagewas only four this would suggest expats do not have a significant footprint in these organisations.Min: 0Max: 54Avg: 4.4Romania 2017 Salary Guide 19
INDUSTRY OVERVIEWMAIN RESULT OF THE SURVEYLanguages spoken by customersOn average four foreign nationals are present in therespondents’ company, with the highest number being54. Taking in to account the majority of the BSCs basedin Bucharest are employing bilingual professionals thismay increases the need to hire from abroad. If a companyis experiencing a talent gap one option would be crossborder recruitment while offering relocation support.For 73% of respondents, English is the most frequently spoken foreign language by the customers served by theircompanies. This is followed by French (68%), German (68%) and Spanish %50% of respondents said their company had average voluntaryattrition below 20%. This is similar to the result in the lastyear’s ABSL & KPMG report, indicating stability. This stabilitycan be explained as a consequence of the diverse actions putin place by companies in previous years to retain employees.On the other hand, the high attrition rate in the outsourcingindustry compared to other industries can be explained by theaverage seniority level of employees, as the majority are atentry level and so are more open to other opportunities thansenior colleagues.41%Hungarian36%CzechPortuguese (incl. Brazilian Portuguese)32%Dutch (incl. Flemish kranian5%Hindi5%0%10%20%The survey results suggest that for certain languages(especially Scandinavian ones) the market is candidatedriven. This means companies will have to offer largersalaries and benefits to attract these candidates.19 companies participated in the survey of which17 provided data for Bucharest, employing intotal over 10,000 employees. The companieswere from commercial provider/outsourcingcentre (47%), internal unit/captive centre (37%)and hybrid models (17%).The majority of respondents came from mediumor large companies, 90% had over 100 employeeswhile 23% has more than 1,000.9%CroatianThe top three non-financial benefits offered to operationalemployees were meal tickets, flexible working hoursand extra vacation days. For managerial roles, 75% ofcompanies in the survey offered a company car for privateuse. Many of the benefits on offer were related to flexibility(flexible working hours, option to work from home and aflexible benefits package). This reflects the evolution inworking values of the younger generation who value worklife balance more than their predecessors.Fast Facts18%Slovenian20 Romania 2017 Salary Guide13% of respondents said they worked within an advancedautomation environment while 45% said they workedwithin a low level automation environment. This supportsthe general global trend of automation adoption acrossindustries. It is estimated that 35% of skill sets whichare considered important in today’s work environmentwill be subject to change in future. These changes in keyskills required will trigger the development of new roles,particularly within STEM, and will influence a new hierarchyof top soft skills required in the work environment.More than 50% of respondents have said their companyintends to increase headcount in the next 12 months, eitherbecause they are growing their client portfolio or becausethey are diversifying the services they offer to their currentclients. The average headcount of the respondents’ companieswas 154 FTEs although for some companies this was a muchhigher number. We can assume that the companies’ expansionplans have been successful due to the increase in headcount,however, this may create more competition for talent whichmeans employers will need to develop creative candidateattraction strategies and offer strong salary and benefitspackages. This industry is growing at such a rate that there willbe more focus on collaborations and partnerships betweencompanies in the sector going forward.30%40%50%60%70%80%The number of responses made it possibleto calculate salaries in Bucharest for six jobsareas, each structured by seniority level.Romania 2017 Salary Guide 21
WE ARE HAYSHays is the leading global specialist recruitmentgroup placing professional candidates in permanent,temporary and interim positions. We operate acrossthe private and public sectors offering tailor-madecontingency recruitment services, executive searchand recruitment outsourcing solutions.Our combination of deep expertise across a widespectrum of specialised industries and professionsmakes us unparalleled recruiters in the world ofwork. With over 10 000 staff in 250 offices across33 countries, last year we placed around 70,000people into permanent jobs and around 240,000 intotemporary assignments.Every day we help clients simultaneously dealingwith talent shortages in certain markets, whilehaving to reshape workforces in others. The nature ofemployment is also changing fast, with technologicaladvances driving evolutions in the way people work.We understand these complexities and are uniquelypositioned across our markets to solve them.22 Romania 2017 Salary GuideOur global scale and in-depth local knowledge, theresearch methodology we use together with ourextensive candidate networks all combine to help youachieve your hiring objectives. As our partner, you canalso expect a number of added benefits, including marketinsight and benchmarking data from our specialismsalary guides – enabling you to make informed decisions.With over 15 years’ of local experience on the CentralEastern Europe (CEE) market, we have helped tobuild the business services sector and become anunrivalled expert in multilingual recruitment. Havinga largest team of Business Services consultants whorecruited for over 150 centres in the CEE region andour own EMEA Centre of Excellence, we know onlytoo well the difficulties such organizations may face inrecruiting the best talent. Working intensively with GBSorganisations in Romania we have proven our ability todeliver on singular vacancy assignments as well as involume recruitment projects as a Master Vendor or RPOprovider. Our expertise has been acknowledged by theindustry in a form of the Award for the Best RecruitmentFirm of the Year 2013, 2014, 2015 & 2017 and BestExecutive Recruitment Firm of the Year 2016 at the CEEOutsourcing and Shared Services Awards Gala.ABOUT ABSLAssociation of Business Service Leaders in România(ABSL) is the most important organisation representingthe bussiness services sector, bringing togetherthe most important market companies operating inareas such as Shared Services Center (SSC), BusinessProcess Outsourcing (BPO), Information TechnologyOutsourcing (ITO) Research and Development (R & D).The role of ABSL Romania is to support the expansionof the Business Service sector and its transformationinto an important vector of Romania's economic growth.The association achieves its goals by facilitating thecollaboration of the main players, as well as engagingauthorities and interest groups in developing the keyoperational aspects of the industry.The ABSL Romania includes both local and multinationalcompanies, regional and global leaders such as:Accenture Services, Allianz Worldwide Partners, APTResources & Services, Arvato Services Romania, Be ThinkSolve Execute, Capgemini, Central Europe Technologies,Connections Consult, CRH Ciment Romania, DB Schenker,Deloitte Audit, DXC Technology, Ernst & Young, EucomBusiness Language, Genpact Romania, Global RemoteServices,
insights on salary ranges and benefits practices in their . industry, ABSL have partnered with Hays to conduct the first salary and benefits survey directed at the Romanian business services market. The report gives an overview of the current salary ranges . being offered by function, role and seniority - allowing
