Costa Rica: A Shared Service HUB. What s next? Vanessa Gibson Corporate Development & Investment Climate

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1 Costa Rica: A Shared Service HUB. What s next? Vanessa Gibson Corporate Development & Investment Climate

2 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 postestablishment 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)

3 1. Costa Rica, a country that has evolve as a Corporate Service Hub

4 Source: CINDE based on data from BCCR, IMF and TRADEMAP, Costa Rica leads value-added service exports in the Latin American region Exports of Telecommunications, computer, information, and other services as % of GDP Costa Rica 6,8% Honduras 1,5% Panama 1,5% Nicaragua Uruguay 1,4% 1,4% Main indicators (Data for 2015) Costa Rica Honduras Uruguay Brazil Argentina Colombia Peru Brazil Argentina El Salvador 1,1% 1,1% 1,0% Service exports as a percentage of total country s exports 44% 24% 27% 15% 20% 17% 16% Guatemala 0,9% Bolivia Colombia 0,4% 0,4% Total service exports per capita $1,594 $317 $879 $165 $322 $150 $195 Peru Venezuela Paraguay 0,3% 0,1% 0,1% Total non-tourism services exports per capita $915 $240 $359 $137 $220 $62 $91

5 From Agriculture to an Industry and Services-based economy: IT & IT enabled services, and other business services exports represent 6.2% of the GDP 10% 9,1% 8% 6% 6,2% 5,2% 4% 2% 0% 1,3% IT & IT enabled services and other business services Agriculture Source: CINDE based on data from BCCR and PROCOMER, 2015

6 Great Potential 1 st High-Tech exporter of industrial products in Latin America, 5 th worldwide CINDE based on data from the World Development Indicators 2016, World Bank 1 st Country for future FDI in Central America and the Caribbean 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 1 st 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 Costa Rica is among the top 5 Global Best to Invest countries in Latin America The Global Best to Invest, Site Selection Magazine 2016.

7 2. More than 140 companies has established successful Corporate Services operations in Costa Rica. Almost 70 Shared Services & Back Offices

8 World-renowned companies EXPANDING in Costa Rica

9 1. Finance & Accounting Shared Services & Back Offices processes 2. Software Develop. Shared Services Back Office 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 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 Human Resources: Ex-pat Relocation & Training Payroll Regional Recruitment Talent Management Travel & Entertainment Benefits and compensations Global Procurement: Procurementto-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 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)

10 Global centers of excellence serving the world in more than 10 different languages North America Europe Asia End-to-end centers offering services 24x7x365 in English, Portuguese, French, German, Italian, Spanish, Malay, Japanese, Dutch, Polish, Czech, Finnish, Mandarin Costa Rica South America Africa

11 3. An increasing productivity, that allows companies to grow with the right talent

12 A growth of 29% since 2005 Increased productivity in the Services sector Average output per employee 2014 $45K 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 $35K 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: Data for companies attracted by CINDE Source: CINDE, Data comes from survey conducted in July 2015 by PwC

13 Shared Services & Back Offices demographics SSC & BO associates academic background Other MSc. Technical highschool Complete highschool University students University graduate 0,00% 10,00% 20,00% 30,00% 40,00% 50,00% 60,00%

14 4. Fast pace evolution, from GBS, COE to What s next?

15 Services- from a site location perspective Low cost labor Access to highly Skilled labor pool Back office Customer contact Common Corporate functions Knowledge Services and decision analysis Research & Development 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

16 Key Trends impacting financial services Source: Virtusa. Dec. 2015

17 These trends are driving four key business imperatives Source: Virtusa. Dec. 2015

18

19 SSC next generation of labor pool? Transactional Analytical & Decision process Source: HFS Research. 2015

20 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 Web - Digital Design User experience Content Management Engineering Optics Electronic packaging Modeling - Design Regulatory / Quality New materials Surface treatments Plastic Processing Molds Design and Construction Molds repair and maintenance

21 International Strategic Academic Alliances Program (ISAA) 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. 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

22 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!!!

23 Thank you!

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