What is the future of the BPO/SSC industry in Poland? We are talking to Scott Newman, Branch Manager and Member of the Board of State Street Bank GmbH in Poland.

How has the company and the BPO/SSC business already been impacted by the coronavirus pandemic?

Like several businesses in the sector, we carry out routine scenario tests as part of our continuing business continuity preparations and, as such, most of our workers employed in Poland have always had the opportunity to work remotely. This has helped to train us for these extraordinary times and to deploy our global operating model. This, in essence, made it easier for such operations to be moved to various areas, such as Poland, in order to ensure the quality of operation for our global clients.

How has the way people who serve in those organisations changed? Is the industry responded quickly to the new conditions?

Via a mixture of readiness and preparedness, including tested business continuity processes and organisational resilience actions, our day-to-day service obligations have remained relatively uninterrupted amid unprecedented demand levels.
If we try to navigate COVID-19, we are both adapting to new ways of functioning. As such, organisations are expected to embrace more flexible systems, greater technological leverage, and more competition and multinational cooperation.

What are the consequences of the coronavirus pandemic on this industry? What will be the future of this sort of organisation?

The pandemic has prompted many companies to embrace a modern and quick way of operating. The way we've done and spoken to our customers to solve challenges gives a blueprint about how we need to do things better in the future. We all have emergency relief plans, but these plans would be more interdependent. In addition, the way we approach work from home has shifted fundamentally from efficiency and capacity viewpoint and would drive strategies for digital transformation.

In Poland, many foreigners work in joint service centres. What is the relevance of the present situation for them?

There is no textbook that teaches you how to navigate a quickly evolving public health, economic and financial market crisis like COVID-19. However, the health and welfare of all workers is a concern for all companies when faced with this particular obstacle. Communication is a crucial weapon that should be used in a moment where they can feel stressful. At State Street, we maintain an enhanced degree of contact with colleagues and friends to ensure continuous support for each other and to help avoid feelings of alienation.

What are the opportunities for hiring foreigners in Poland? What are your thoughts?

There will always be openings for expatriate jobs in Poland because of the language skills and experience they contribute to the organisation.