Lithuania's business services report 2018 - Invest Lithuania

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Lithuania's business services report 2018 - Invest Lithuania
Lithuania’s
business
services
report
2018
Lithuania's business services report 2018 - Invest Lithuania
Table of
contents

           PREFACE                             2

           INDUSTRY OVERVIEW

           1/     Location                     4

           2/     Sector growth                6

           3/     Saturation                   7

           4/     Sector overview              8

           SURVEY FINDINGS

            5/    Markets covered              10

            6/    Functions                    12

            7/    Languages used               15
                                                        1
            8/    Programming languages        16

            9/    Robotic process automation   17

           10 /   Attrition rate               18

           11 /   Training                     18

           12 /   Benefits                     19

           13 /   Wages & wage growth          20

           14 /   Education level              22

           15 /   Cooperation with             23
                  educational institutions

                                                    TA B L E O F C O N T E N T S
           ADDITIONAL INFORMATION

           16 /   Real estate                  24

           17 /   Work in Lithuania            25
Lithuania's business services report 2018 - Invest Lithuania
Preface

              Dear Ladies and Gentlemen,

              It is a great honor and pleasure to         GBS sector is its ability to offer
              introduce what is already our 4th           companies the skills and competences

                                                                                                                                      INDUSTRY OVERVIEW
              Lithuanian Business Services Report,        needed to deliver a diverse set of
              in which we present and describe the        functions and services under one roof.
              Global Business Services industry in        Businesses are increasingly turning to
              Lithuania.                                  Lithuania as a destination of choice for
                                                          centers supporting high-end projects
              2017 was a great year for the GBS           and functions, and for the establishment
              sector with 1,600 new positions             of Centers of Excellence in certain fields,
              created, 17% sector growth, and             such as RPA.
              a 12.5% increase in the number of
              employees.                                  More than this, the desire and capacity
                                                          to innovate and improve processes
              A number of key trends emerged,             using the latest technology was very
              indicating that the Lithuanian GBS          pronounced in our findings. Almost
              sector has hit real maturity. Its profile   half of the GBS centers we surveyed
              became more global in 2017, with            are actively developing RPA solutions
              Western European companies                  themselves (48%), while 47% of GBS
              increasing their market share. Although     centers already use advanced RPA
              the Scandinavian market still retains a     solutions. In fact, 31 robots are deployed
              significant presence, in 2017 French        on average per GBS center in Lithuania.
              and German became the leading
              spoken languages in centers after           We trust this report will provide a
              English.                                    valuable insight into our sector as a
                                                          whole, and demonstrate why Lithuania
              It is also becoming evident that the        is the ideal location for forward-thinking
              main value driver of the Lithuanian         businesses.
2

                                                          LAISVIS MAKULIS
                                                          Head of Business Services Team

              About the survey                                   Survey data
                                                                 gathered from

                                                                 66%
              Data was collected during April and
              May 2018 by Invest Lithuania.

              46 companies employing nearly 13,000
                                                                 OF ALL CENTERS
              professionals participated in the survey,
              which accounts for 66% of all centers

                                                                 86%
              in the industry and 86% of its total
              labor force.

                                                                 OF THE TOTAL LABOR
                                                                 FORCE IN THE INDUSTRY
                                                                                                        Danske Bank Group Lithuania
                                                                                                        office in Vilnius
Lithuania's business services report 2018 - Invest Lithuania
1/
                                 Location                                                                                                                                Number of
                                                                                                                                                                         centers in
                                                                                                                                                                                                              UNIVERSITIES & COLLEGES

                                                                                                                                                                         each city                                                       Vilnius           17
                                                                                                                                                                                                                                         Kaunas            12
                                                                                                                                                                                                                                         Klaipeda           6

                                2.8
                                TOTAL POPULATION
                                                                                                                                                                                                              STUDENTS
                                                                                                                                                                                                                                         Vilnius         58K
                                                                                                                                                                                                                                         Kaunas          40K

                                                                     M
                                                                                                                                                                                                                                         Klaipeda         9K

                                                                                                                                                                                                              Source: Ministry of Education and Science, 2017-2018

                                800K
                                VILNIUS POPULATION

                                                                                                                                                                                                VILNIUS-KAUNAS HUB

                                560K
                                KAUNAS POPULATION
                                                                                                                                                                                            1.4
                                                                                                                                                                                            POPULATION
                                                                                                                                                                                                            M                100
                                                                                                                                                                                                                               STUDENT POOL
                                                                                                                                                                                                                                                          K

                                320K
                                KLAIPEDA POPULATION

                                Source: Statistics Lithuania, 2018

     4                                                                                                                                                                                                                                                                   5

                                                                                                                                                               The best emerging city for
                                TOTAL SIZE OF THE GBS INDUSTRY                                                                                                 shared services and
                                                                                                                                                               outsourcing in CEE in 2015
                                                                                                                                                               Source: Shared Services &
                                                                                                                                                               Outsourcing Awards, 2015

                                              70
                                              GBS CENTERS
                                                                              ~15,000 SPECIALISTS
                                                                                                                                                                                              The best location for
                                                                                                                                                                                              shared services and
                                                                                                                                                                                              outsourcing since 2014
                                                                                                                                                                                              Source: Shared Services &
                                                                                                                                                                                              Outsourcing Awards, 2018

                                                                                                                                                               Centers co-located
                                                                                                                                                               in Vilnius & Kaunas
I N D U S T RY OV E R V I E W

                                                                                                                                                                                                                                                                     I N D U S T RY OV E R V I E W
                                 In 2017 the Global Business Services      successfully positioning itself as an      two foreign languages, Lithuania is a
                                 industry in Lithuania grew steadily,      emerging GBS hot spot in CEE. Vilnius      natural choice for companies seeking
                                 both in the number of jobs created        and Kaunas are increasingly asserting      a new GBS location.
                                 and the scope of its operations. At the   their position as a unified GBS Hub,
                                 beginning of 2018, Lithuania’s GBS        with a total population of 1.4M people     The Lithuanian GBS labor pool is truly
                                 sector consisted of 70 GBS centers,       and a student pool of nearly 100K. As      international in its composition, with
                                 employing approximately 15,000            the leading country in terms of higher     14% of the workforce composed of
                                 specialists. While Vilnius remains the    education in the EU, and with 80%          foreigners and Lithuanian repatriates.
                                 first choice for most investors, Kaunas   English proficiency among its youth and
                                 has demonstrated steady growth,           half of its population speaking at least
Lithuania's business services report 2018 - Invest Lithuania
2/
                                Sector growth                                                  3/
                                                                                                    Saturation
                                                                                                The saturation rate in Lithuania remains                   their scope also provides ample            markets quickly and easily. Moreover, in
                                                                                                lower than in other established GBS                        evidence that this low saturation is       the long term low saturation creates a
                                                                                                locations in CEE, making it a favorable                    being leveraged by global businesses       favorable environment for a lower
                                                                                                location for investors conducting                          looking to secure sustainable growth.      attrition rate and sustainable wage
                                                                                                location assessment. The growing                                                                      growth in the industry.
                                                                                                number of companies starting                               This low level of saturation enables new
                                Number of centers:                                              operations in Lithuania and increasing                     investors to enter and scale up in new

                                        2017 /    70

                                        2016 /    60                                            People employed in Global Business
                                                                                                Service centers per 1,000 residents:

                                                                                                                                       Kaunas                      7.8

                                        2015 /    52                                                                                Szczecin                             12.1

                                                                                                                                         Lublin                           14.3

                                                                                                                                        Vilnius                                   23.0

     6                                  2014 /    45                                                                                                                                                                                                 7
                                                                                                                                      Warsaw                                       24.2

                                                                                                                                           Lodz                                    24.5
                                                       Maintaining sustainable growth,
                                                       the Lithuanian GBS industry has
                                                                                                                                       Tri-city                                     26.1
                                                       increased by four times since 2007.
                                        2013 /    36   At the beginning of 2018, Lithuania’s
                                                       GBS sector consisted of 70 GBS                                               Budapest                                         26.3
                                                       centers, achieving annual growth of
                                                       17% in 2017.
                                                                                                                                       Prague                                               31.1
                                        2012 /    32   Vilnius remains the country’s main
                                                       GBS location, growing by 10%
                                                       in 2017, although Kaunas also                                               Bucharest                                                           47.3
                                                       experienced a successful year in
                                                       terms of new business attraction,                                             Wroclaw                                                                         62.7
                                                       and demonstrated industry growth of
                                        2011 /    27   50%.
I N D U S T RY OV E R V I E W

                                                                                                                                                                                                                                                 I N D U S T RY OV E R V I E W
                                                                                                                                       Krakow                                                                                  73.2
                                                       2017 saw both large global
                                        2010 /    23   companies and smaller niche
                                                       enterprises choose Lithuania, an
                                                       accurate reflection of the country’s
                                        2009 /    22   capacity to welcome investors from
                                                       a diverse range of profiles and
                                                       company sizes.
                                        2008 /    19                                            Sources: Business Services Sector in Poland 2017,
                                                                                                Business Services Sector in Czech Republic 2017,
                                                                                                Hungarian Shared Services and Outsourcing insights 2017,
                                                                                                ABSL Outsourcing Industry Report 2017,
                                         2007 /   16   Source: Invest Lithuania, 2018           National Statistics Departments
Lithuania's business services report 2018 - Invest Lithuania
4/
                                Sector                                       By HQ location
                                overview                                     The Lithuanian GBS industry is highly
                                                                             impacted by its close geographical and
                                                                             cultural ties with the Scandinavia region.
                                                                                                                                                   have made it the smart choice for
                                                                                                                                                   Nordic investors, who currently
                                                                                                                                                   employ 39% of the total GBS
                                                                             Altogether, Nordic-owned companies                                    labor pool.
                                                                             comprise nearly half (44%) of all
                                                                             GBS centers in Lithuania. Lithuania’s                                 The US, meanwhile, remains the
                                 By employment                               proven Nordic language skills, business                               leading single investor in Lithuania,
                                 By number of centers                        mindset, and similar working culture                                  employing 35% of the industry.
                                35%

                                                                                                                                                                                           44%
                                      23%

                                                                                                                                                                                                                         SURVEY FINDINGS
                                              20%
                                            17%

                                                                                                                                                                                   39%
                                                         12%

                                                                                                                                                            11%
                                                                 10%
                                                                 10%
                                                       9%

                                                                                                                                               9%
                                                                              9%
                                                                            6%

                                                                                      6%

                                                                                                        6%

                                                                                                                         4%
                                                                                                       4%

                                                                                                                        3%

                                                                                                                                            2%

                                                                                                                                                         2%
                                                                                              3%
                                 USA

                                             Denmark

                                                        UK

                                                                  Sweden

                                                                             Norway

                                                                                          Luxembourg

                                                                                                        Germany

                                                                                                                        Netherlands

                                                                                                                                             Finland

                                                                                                                                                           Other

                                                                                                                                                                                      Nordics
     8                                                                       By sector
                                                                             The Lithuanian GBS industry is                                        GBS industry has experienced strong
                                                                             dominated by investors from three main                                growth in the number of centers
                                                                             sectors. GBS centers established by                                   established by manufacturing, logistics
                                                                             financial services companies currently                                and engineering companies, which now
                                                                             employ more than half of the total                                    account for nearly one-third of all GBS
                                                                             workforce and account for 20% of all                                  centers in the industry.
                                                                             centers. In recent years, the Lithuanian

                                                       Financial services                                                                                           53%
                                                                                                                  20%

                                                                                                                    23%
                                              Information technologies
                                                                                                                                      30%
I N D U S T RY OV E R V I E W

                                                Business, information &                                16%
                                                communication services                                  17%

                                            Manufacturing, logistics &                     8%
                                                         engineering                                                             29%

                                                       Tourism & foreign         0.2%
                                                                                                                                                                       By employment             Green Hall 2 Business
                                                             government              4%
                                                                                                                                                                       By number of centers      Center in Vilnius
Lithuania's business services report 2018 - Invest Lithuania
5/
                        Markets covered                                                                                                       26%   SERVE 3        Top 10 European countries:
                                                                                                                                                    OR MORE
                                                                                                                                                    REGIONS        United Kingdom                                65%

                                                                                                                                              41%
                        Regions covered by        Europe remains the key market served      well positioned and developed to serve
                                                                                                                                                    SERVE 10       Sweden                                       61%
                        share of centers:         by Lithuanian GBS centers, with the       as a truly global base that ensures
                                                  strongest focus given to Scandinavia –    the provision of smooth and effective                   OR MORE        Denmark                                  59%
                                                  80% of centers provide services to this   support.                                                COUNTRIES
                                                                                                                                                                   Norway                                  54%
                                                  region. The Lithuanian GBS sector is
                                                                                                                                                                   Finland                            48%
                                                                                                                                                                   Lithuania                          46%

                                                                                                                                                                   Germany                           43%
                                                                                                                                                                   Netherlands                33%
                                                                                                                                                                   Portugal                   33%

                                                                                                                                       LT                          Latvia                    30%

                                                                                                                                     GMT +2

                                                    96                         %
                                                                                                                                                                                 Top 5 Asian countries:
                                                                                                                                                                                 Singapore                      11%

                                                                                 EUROPE                                                                                          India                     9%
                                                                                                                                                                                 China                7%
                                                                                                                                                                                 Hong Kong      4%
                                                                                                                                                                                 Japan          4%

10                                                                                                                                                                                                                     11

                        39             %NORTH
                                        AMERICA
                                                                                                                                                    24          %
                                                                                                                                                                ASIA
SU RVEY FI N D I NG S

                                                                                                                                                                                                                       SU RVEY FI N D I NG S
                         20           %
                                      SOUTH
                                      AMERICA                                                          15          %
                                                                                                                   AFRICA                           24          %
                                                                                                                                                                AUSTRALIA,
                                                                                                                                                                OCEANIA
Lithuania's business services report 2018 - Invest Lithuania
6/
                        Functions
                        Share of centers performing function:

                                          Software Development (Back end)                                                    50%                               Recruitment                              33%

                                          Software Development (Front end)                                              48%                      Administration & Reporting                       26%

                                                                                                                                   HR
                                                           IT Service Desk                                       41%                                                 Payroll                    22%

                                               Infrastructure Management                                        39%                                Compensation & Benefits                  20%

                                         Big Data Analytics / Data Science                                      39%
                        IT

                                            Software Development (Mobile)                                  35%

                                                     Business Intelligence                                 35%

                                         Application Lifecycle Management                                 33%

                                                              Cybersecurity           17%    17%                                                  Banking Specific Services         11%

                                                                                                                                   BFIS
                                                               Engineering       4%                                                             Insurance Specific Services     9%

                                                                                                                                                 Financial Specific Services    9%

                                                         Accounts Payable                                               48%

                                                     Accounts Receivable                                                48%

                                                                  Reporting                                            46%
12                                                                                                                                                                                                                  13
                                                            General Ledger                                                                                         Analytics                                  43%
                                                                                                                 41%
                                                                                                                                                                   Robotics                       26%
                                                     Business Controlling                                       39%
                        F&A

                                                        Travel & Expenses                                                                          Business Transformation                       24%
                                                                                                          33%
                                                                                                                                                   Knowledge Management                     20%
                                                 Master Data Management                             28%

                                                                                                                                                                  Marketing                 20%
                                                                   Treasury                 15%

                                                                                                                                   OTHER
                                                                                                                                                 Supply Chain Management                    20%
                                                                       Audit           11%

                                                                                                                                                        Engineering (Non-IT)              17%
                                                   Anti-Money Laundering         4%

                                                                                                                                                                       R&D                17%

                                                                                                                                                    Document Management              13%

                                                                                                                                                           Legal Processes          11%
SU RVEY FI N D I NG S

                                                                                                                                                                                                                    SU RVEY FI N D I NG S
                                                                                                                                           Capital Markets Specific Services   7%

                                                       Customer Helpdesk                                  33%                                                         Other     9%
                        CO

                                                      (Back office operations)

                                      Sales & Account Management Support                           26%
Lithuania's business services report 2018 - Invest Lithuania
7/
                                                                                                                                                                           Languages
                                                                               The vast majority of Lithuanian GBS          Lithuanian centers have displayed
                                                                               centers are multifunctional, providing       a tendency to include more diverse                                                       Lithuanian GBS centers remain highly        Nordic languages. This is due in part
                                                                               at least two streams of services to their    functions and operations into                                                            multilingual. 43% of all centers serve in   to the increased flow of investment
                                                                                                                                                                                                                     five or more foreign languages. English     and entrance of new companies from

                                                                                                                                                                           used
                                                                               clients. Multifunctionality is becoming      their activities. Functions such as
                                                                               increasingly integrated within the initial   Cybersecurity, Engineering, Anti-Money                                                   is the most popular language spoken,        Western Europe with a strong focus
                                                                               operational scope of new GBS centers.        Laundering, Audit, Capital Market                                                        especially in GBS centers focusing on       on their home markets: German and
                                                                               Meanwhile, established centers are           services and Robotics are increasingly                                                   IT.                                         French-speaking clients are each served
                                                                               also broadening their functions.             playing an important role in Lithuanian                                                                                              by 38% of GBS centers, respectively.
                                                                               As the GBS industry has grown,               GBS operations.                                                                          Western European languages for
                                                                                                                                                                                                                     the first time have gained a lead over

                        Share of centers by number                                           59%                                                                                                                     36%
                        of functions performed:                                                                                                                            Share of centers by number
                                                                                                                                                                           of languages spoken:
                                                                                                                                                                                                                                                       27%

                                                                                                                                                                                                                                                16%
                                                                                    15%               17%                                                                                                                  13%
                                                                                                                  9%        OF CENTERS ARE
                                                                                                                            MULTIFUNCIONAL, PERFORMING                                                                              7%
                                                                                                                            TWO OR MORE FUNCTIONS                                                                                         4%
                                                                                      1      2-4       5-7        8+
                                                                                                                                                                                                                                                                 THE LARGEST NUMBER
                                                                                           Number of functions                                                                                                        1        2    3      4     5     >6        OF LANGUAGES USED
                                                                                                                                                                                                                               Number of languages               IN A SINGLE CENTER

                                                                               Reflecting global trends, the Lithuanian     industry, currently employing
                                                                               GBS industry is increasingly shifting        one-third of Lithuania’s total GBS
                                                                               towards ICT and various other digital        workforce. Customer operations                 Share of centers by       English                                                                                      96%
                                                                               operations. IT is the leading field          and Finance and accounting                     language spoken:
                                                                                                                            operations also figure highly.
14                                                                             of operations within the local GBS                                                                                     French                                            38%                                                15
                                                                                                                                                                                                     German                                             38%

                        Share of employees                                                                                                                                                          Swedish                                            36%
                        by function:
                                                                                                                                                                                                 Norwegian                                       29%
                                                                          IT                                       29%
                                                                                                                                                                                                       Italian                                 24%
                                            Customer operations*                                                 25%
                                                                                                                                                                                                    Russian                                    24%
                                                                     F&A                            17%
                                                                                                                                                                                                      Danish                               22%

                                                                          HR      2%                                                                                                                 Finnish                               22%

                                               Engineering (non-IT)               2%                                           Compliance                                                           Spanish                               20%

                                                                                                                               Legal
                                                        Procurement              1%                                                                                                                    Polish                            18%
                                                                                                                               Risk Management
SU RVEY FI N D I NG S

                                                                                                                                                                                                                                                                                                           SU RVEY FI N D I NG S
                                                                   Other                                 24%                   Sales & Marketing Support                                       Portuguese                      7%

                                                                                                                               Digital operations                                                Hungarian                     7%
                                                                                                                               Communications
                                                                                                                                                                                                 Slovakian                4%
                                                                                                                               Business Support
                                                                                                                               Administration                                                           Other                      11%
                                                                                                                                                                                           (Dutch, Greek, Latvian)
                        *Customer operations cover not only call center
                        functions but also the broader scope of overall
                        customer operations.
8/
                        Programming                                                                                                                                 9/
                                                                                                                                                                         Robotic process
                        languages                        As a result of its high-quality IT
                                                         infrastructure and eagerness to develop
                                                                                                         the IT market. In recent years there has
                                                                                                         been an increase in people entering
                                                                                                                                                                         automation
                                                         local talent, the local GBS industry is         various IT re-training programs to join
                                                         naturally focused on the ICT industry.          the growing Lithuanian IT labor pool.                           The majority of GBS centers in Lithuania
                                                                                                                                                                         deploy RPA tools and are active in
                                                         Lithuanian talent tends to follow the           An average center uses at least six                             developing those tools themselves.
                                                                                                                                                                                                                                               ROBOTS DEPLOYED AT
                                                         latest trends in the IT industry and is         different programming languages, with                           67% of centers use RPA in their daily
                                                                                                                                                                                                                                               GBS CENTERS ON AVERAGE
                                                         highly willing to re-qualify and enter          the number of languages used in some                            operations, and almost half of those are
                                                                                                         centers exceeding ten.                                          involved in developing solutions in-house
                                                                                                                                                                         using local talent. The most popular
                                                                                                                                                                         RPA software providers are Blue Prism,
                                                                                                                                                                         UiPath, and Automation Anywhere.

                                                                                                                                                                         2.3
                                                                                                                                                                         OF TOTAL GBS
                                                                                                                                                                         WORKFORCE
                                                                                                                                                                                              %
                                                                                                                                                                         ARE ROBOTS

                                                                                                                                        Wix.com office in Vilnius
                                                                                                                                                                         67
                                                                                                                                                                         GBS CENTERS USING
                                                                                                                                                                         RPA SOLUTIONS
                                                                                                                                                                                          %
16                                                                                                                                                                                                                                                                      17
                        Share of centers          SQL                                                                                        85%
                        by programming

                                                                                                                                                                         48                %
                        language used:      JavaScript                                                                               78%

                                                 Java                                                                                78%

                                                 .NET                                                                  63%                                               GBS CENTERS
                                                                                                                                                                         DEVELOPING RPA
                                                   C#                                                    48%                                                             SOLUTIONS IN-HOUSE

                                                 C++                                               41%

                                               Python                                              41%
                                                                                                                                                                         Share of centers by level
                                                 PHP                                      33%
                                                                                                                                                                         of RPA:
                                                Scala                 11%
                                                                                                                                                                                        Basic Process Automation                         32%
SU RVEY FI N D I NG S

                                                                                                                                                                                                                                                                        SU RVEY FI N D I NG S
                                                                                                                                                                         (simple VBA scripts, spreadsheet based, simple data)
                                   Ruby/ Ruby on rails                11%
                                                                                                                                                                                     Robotic Process Automation
                                                                                                                                                                                     (RPA tools, simple rules, structured data)
                                                                                                                                                                                                                                                  45%
                                                    C            7%
                                                                                                                                                                                  Advanced Process Automation
                                               SWIFT          4%                                                                                                                          (pre-cognitive & cognitive solutions)   10%

                                                Other                               26%                                                                                         Autonomic Process Automation
                                                                                                                                                                              (automation of complex rules, unstructured data)     13%
10 /
                           Attrition                                                              As many Lithuanians are eager to work
                                                                                                  for international companies so that
                                                                                                  they can build their careers on a global
                                                                                                                                                performed. Centers performing wide
                                                                                                                                                range of complex functions with
                                                                                                                                                significant number of senior positions
                                                                                                                                                                                            12 /
                                                                                                                                                                                                   Benefits                                           It is not only additional professional
                                                                                                                                                                                                                                                      training that incentivizes local GBS
                                                                                                                                                                                                                                                      talent, they are also keen to secure
                                                                                                                                                                                                                                                                                                     to addressing the needs of their
                                                                                                                                                                                                                                                                                                     employees, with the most popular
                                                                                                                                                                                                                                                                                                     and appreciated benefits being

                           rate                                                                   level, GBS centers are consistently
                                                                                                  recognised in polls as the most desirable
                                                                                                  employers in the country. This enables
                                                                                                                                                experienced substantially lower attrition
                                                                                                                                                rates. Most of the Customer contact
                                                                                                                                                centers focusing on simple tasks
                                                                                                                                                                                                                                                      a healthy work-life balance. In this,
                                                                                                                                                                                                                                                      GBS centers are highly responsive
                                                                                                                                                                                                                                                                                                     private health insurance and
                                                                                                                                                                                                                                                                                                     sports packages.

                                                                                                  centers to attract the best talent from       indicated higher attrition rates, as they
                                                                                                  the market and retain it for a long time.     provide work opportunities for fresh               Share of centers by
                                                                                                                                                graduates and students. These centers              benefits provided:
                                                                                                  Attrition rate highly correlates with the     act as a first stepping stone for young
                                                                                                  complexity and maturity of the functions      professionals starting their careers.                           Private health insurance / medical pack                                                                                 80%

                                                                                                                                                    73
                                                                                                                                                                                                                                            Sports / entertainment                                                                72%

                                                                                                                                                                              %
                           Share of centers by
                           attrition rate:                                             =21%                                          28%            27% BY FOREIGN MANAGERS
                                                                                                                                                                                                                      Preferential share purchase options                             13%

                                                                                                                                                                                                            Child / infant care subsidies, kindergarten                          7%

                                                                                                                                                                                                                                                              Other

                           Training
                                                                                                                                                                                                                                                                                               24%
  11 /                                                                                            Even though most employees are
                                                                                                  highly educated, additional training
                                                                                                                                                responding in kind and offering a
                                                                                                                                                wide range of training to their staff.
                                                                                                  and development opportunities are             Such investment is observed to
                                                                                                  viewed as a real incentive. The high          have had positive overall effects –
                                                                                                  level of staff requests for training is       with results ranging from increased
                                                                                                  something that was noted by a number          productivity and effective teamwork
                                                                                                  of our respondents, with the sector           to higher retention rates.
                           Share of centers by
                           training provided:

18                                                                                                                                                                                                                                                                                                                                            19
                                             Managerial coaching                                                                                                                   78%

                                                             Soft skills
                        (incl. social communication, emotional intelligence)                                                                                                   74%

                                             Project management
                                 (e.g. PMP, Agile, Scrum, Prince, Prince 3)                                                                          48%

                                                 Language training                                                                                  46%
                                                      (without certification)

                                                 Language training                                                                            41%
                                                         (incl. certification)

                         Computer and internet technology                                                                              35%
                                                           (e.g. CISA, ITIL)

                                                 Business analysis                                                              28%
                                                     (e.g. 6 Sigma, CBAP)

                                                        RPA Training                                                            28%
SU RVEY FI N D I NG S

                                                                                                                                                                                                                                                                                                                                              SU RVEY FI N D I NG S
                                                               Financial                                                       26%
                                     (e.g. CIMA, CIA, ACCA, CFA, GAAP)

                                                         Supply chain                                     7%
                                                                   (e.g. APICS)

                                                             Marketing                               2%
                                                                                     (e.g. CIM)

                                                                                       Other                      15%
                                                                                                                                                                                                   Danske Bank Group IT office in Vilnius
13 /
                        Wages & wage growth                                                                                                                   AREA                      POSITION
                                                                                                                                                                                                                Gross salary range in Vilnius, €

                                                                                                                                                                                                                MIN.          AVG.           MAX.
                                                                                                                                                                                                                                                     Gross salary range in Kaunas, €

                                                                                                                                                                                                                                                     MIN.          AVG.          MAX.

                        Both IT and non-IT salary levels grew at                                Average wage growth:                                                               Junior Specialist
                        almost the same rate in 2017. However,                                                                                                                                                    843         1 022          1 217      735          906         1 077
                                                                                                                                                                                   (0-2 years’ experience)
                        a more rapid growth is predicted for IT
                        specialists in 2018.                                                        IT/2017                               6.1%
                                                                                                                                                                                   Specialist                   1 217         1 472          1 727    1 043        1 303          1 563
                                                                                                    IT/2018                                                                        (2-5 years’ experience)
                                                                                                                                                 7.5%
                                                                                                    (projected)
                                                                                                                                                                                   Senior Specialist            1 727         1 988          2 250    1 563        1 830          2 077
                                                                                                                                                                                   (over 5 years’ experience)
                                                                                                                                                        HR PROCESSES
                                                                                                Non-IT/2017                               6.2%                                     Team Leader
                                                                                                                                                                                                                2 250         2 798          3 347    2 077        2 550          3 057
                                                                                                                                                                                   (team of 5-15 people)
                                                                                                Non-IT/2018                             5.3%
                                                                                                    (projected)

                                                                                                                                                                                   Junior Specialist
                        Gross monthly salary (in Eur) at GBS                                                                                                                       (0-2 years’ experience)
                                                                                                                                                                                                                   904         1 084         1 282     750           967         1 184
                        centers for employees who speak English:
                                                                                                                                                                                   Specialist
                                                                                                                                                                                                                  1 369        1 781         2 211   1 228         1 607         2 002
                                                                                                                                                                                   (2-5 years’ experience)

                                                                                                                                                                                   Senior Specialist
                                                                          Gross salary range in Vilnius, €        Gross salary range in Kaunas, €                                                                 2 284        2 653         3 067   2 119         2 520         2 921
                                                                                                                                                                                   (over 5 years’ experience)
                            AREA                 POSITION
                                                                          MIN.          AVG.        MAX.          MIN.          AVG.           MAX.                                Team Leader
                                                                                                                                                                                                                  2 419        2 949         3 479   2 419         2 899         3 379
                                                                                                                                                                                   (team of 5-15 people)

                                                                                                                                                                                   Junior Developer
                                             Junior Accountant                                                                                                   IT                                               1 075        1 424         1 756     892         1 267         1 624
                                                                                                                                                                                   (0-2 years’ experience)
                                             (0-2 years’ experience)
                                                                            787           997        1 207           723          894          1 065
                                                                                                                                                                                   Specialist Developer
                                             Accountant
                                                                                                                                                                                                                  1 854        2 338         2 822   1 673         2 099         2 525
                                                                          1 123         1 433        1 707         1 031        1 239          1 464                               (2-5 years’ experience)
                                             (2-5 years’ experience)
                                                                                                                                                                                   Senior Developer
                                             Senior Accountant                                                                                                                                                    2 865        3 353         3 842   2 665         3 034         3 413
                                                                                                                                                                                   (over 5 years’ experience)
                                                                          1 610         1 903        2 263         1 427        1 655          1 917
                                             (over 5 years’ experience)
                             F&A:                                                                                                                                                  Team Leader
                          AP / AR / GL       Team Leader
                                                                                                                                                                                                                  2 921        3 470         4 020   2 921         3 376         3 832
                                                                                                                                                                                   (team of 5-15 people)
                                                                          1 970         2 342        2 713         1 717        2 032          2 380
20                                           (team of 5-15 people)
                                                                                                                                                                                                                                                                                          21

                                             Junior Specialist
                                             (no experience)
                                                                            740           823           887          656          733            792                               Junior Engineering
                                                                                                                                                                                   Support specialist             1 177        1 331         1 556   1 053         1 227         1 456
                                             Specialist                                                                                                                            (CAD, FEA, CFD,
                                                                            947         1 092        1 307           831          940          1 193                               0-2 years’ experience)
                                             (over 1 year experience)

                                             Team Leader                                                                                                                           Engineering
                          CUSTOMER                                        1 660         1 887        2 115         1 530        1 698          1 868
                                             (team of 5-15 people)                                                                                                                 Support Specialist
                         OPERATIONS                                                                                                                                                                               1 686        1 995         2 304   1 532         1 808         2 083
                                                                                                                                                         ENGINEERING               (CAD, FEA, CFD2,
                                                                                                                                                                                   2-5 years’ experience)

                                             Junior Specialist
                                             (0-2 years’ experience)
                                                                            827           986        1,162           723          861            998

                                             Specialist
                                                                          1 212         1 498        1 785         1 031        1 239          1 464
                                             (2-5 years’ experience)
                                                                                                                                                        Language Premiums:                                                            DK                                    DE
                                             Senior Specialist
                                                                          1 785         1 982        2 291         1 530        1 713          1 896                                                                             FI     NO                             FR
                                             (over 5 years’ experience)                                                                                                                                                                                                         SP
SU RVEY FI N D I NG S

                                                                                                                                                                                                                                                                                          SU RVEY FI N D I NG S
                        PROCUREMENT,
                           ORDER                                                                                                                                                                                                   SE                                      IT
                         MANAGEMENT          Team Leader

                                                                                                                                                                                                                15-20%                               10-15%
                                             (team of 5-15 people)        2 247         2 755        3 262         2 094        2 490          2 887

                                                                                                                                                                                                                 DANISH, FINNISH,                     FRENCH, GERMAN,
                                                                                                                                                                                                                 NORWEGIAN, SWEDISH                   ITALIAN, SPANISH
                                                                                                                                                        Source: Alliance for Recruitment, 2018
                                                                                                                                                        Strategic Staffing Solutions, 2018
                                                                                                                                                        Amston Recruitment, 2018
14 /
                        Education                        Lithuania’s GBS sector remains a
                                                         favorable and attractive environment for
                                                         highly educated Lithuanian specialists –
                                                                                                    third of all employees have a master’s
                                                                                                    degree. This demonstrates that the
                                                                                                    country’s best talent is attracted to
                                                                                                                                             15 /
                                                                                                                                                    Cooperation
                        level                            88% of the total workforce possess a
                                                         higher education degree. Nearly one
                                                                                                    the complex operations that the local
                                                                                                    GBS sector has to offer.                        with educational
                                                                                                                                                    institutions                                       Cooperation between business and
                                                                                                                                                                                                       academia is steadily progressing
                                                                                                                                                                                                                                                          relationships with universities and other
                                                                                                                                                                                                                                                          educational institutions. The ways in which
                        Share of employees by                                                                                                                                                          towards long-term working models                   companies cooperate with universities
                        highest level of education:                                                                                                                                                    for the development and utilization of             are becoming more diverse and mature –
                                                                                                                                                                                                       local talent. Instead of various ad-hoc            ranging from the provision of scholarships
                                                                                                                                                                                                       projects, companies are striving to                and internships to joint study programs
                                                                                                                                                                                                       create valuable collaborative                      that address specific market needs.
                                       Doctoral degree    1%
                                                                                                                                                    Share of centers cooperating
                                       Master’s degree                    29%                                                                       with universities:

                                     Bachelor’s degree                                     59%                                                                                               KTU                                    39%                                     VMU                         24%
                                                                                                                                                                  Kaunas University of Technology                                                      Vytautas Magnus University
                                                                                                    EMPLOYEES WITH
                                     Secondary school           12%                                 TERTIARY EDUCATION                                                                     VGTU                                    37%                                     MRU                    15%
                                                                                                                                                             Vilnius Gediminas Technical University                                                    Mykolas Romeris University

                                                                                                                                                                                               VU                                                                         LSMU
                                                                                                                                                                                  Vilnius University                          30%                                                            9%
                                                                                                                                                                                                                                           Lithuanian University of Health Sciences

                                                                                                                                                                                             ISM
                                                                                                                                                        ISM University of Management & Economics                          24%

                                                                                                                                                                                                                              Vilnius                                            Vilnius Gediminas
                                                                                                                                                                                                                              University                                         Technical University

                                                                                                                                                                                                       Vilnius University is the largest and               VGTU is one of the leading universities
                                                                                                                                                                                                       oldest scientific institution in Lithuania.         for technological sciences in the Baltics
                                                                                                                                                                                                       VU is actively engaged with Barclays,               states. VGTU is focused on the fields
                                                                                                                                                                                                       which opened its mobile application                 of ICT, fintech, cybersecurity, smart
                                                                                                                                                                                                       creation lab “Innovation space” at the              cities, urban mobility, engineering, etc.
                                                                                                                                                                                                       university in 2013. VU also cooperates              Examples of its business partnering
22                                                                                                                                                                                                     with the IT services company DXC                    include Danske Bank and Bentley                23
                                                                                                                                                                                                       Technology, which acts as official                  systems’ programs of internships
                                                                                                                                                                                                       partner for some of VU’s bachelor                   and work placements, lectures,
                                                                                                                                                                                                       programs, and opened a university                   industrial PhD programmes and
                                                                                                                                                                                                       lounge zone in 2017.                                student mentoring.

                                                                                                                                                                                                                                                                                      ISM University of
                                                                                                                                                                                                                         Kaunas University
                                                                                                                                                                                                                                                                                      Management &
                                                                                                                                                                                                                         of Technology
                                                                                                                                                                                                                                                                                      Economics

                                                                                                                                                                                                       KTU is the leading university for                   ISM University was the first private
                                                                                                                                                                                                       technology studies in both Lithuania                university to be established in Lithuania.
                                                                                                                                                                                                       and the Baltic region. KTU has been                 It focuses exclusively on Economics,
                                                                                                                                                                                                       actively cooperating with Festo since               Business Management, Politics, Finance
                                                                                                                                                                                                       2014, with the company agreeing to                  and Innovation. ISM University began its
                                                                                                                                                                                                       provide scholarships and organize IT                cooperation with Cognizant Technology
                                                                                                                                                                                                       subject-related seminars and lectures,              Solutions in 2016, when the company
                                                                                                                                                                                                       as well as invite students for internships          started to sponsor Norwegian language
SU RVEY FI N D I NG S

                                                                                                                                                                                                                                                                                                          SU RVEY FI N D I NG S
                                                                                                                                                                                                       at both its Kaunas branch and the                   courses. Both Cognizant Technology
                                                                                                                                                                                                       company’s headquarters in Germany.                  solutions and Transcom provide
                                                                                                                                                                                                       The university has also enjoyed close               scholarships to ISM students.
                                                                                                                                                                                                       and productive collaboration with the
                                                                                                                                                                                                       company Intermedix, which established
                                                                                                                                                                                                       a specialized Innovation and Creativity
                                                                                                                                                                                                       Lab at KTU in 2015.
16 /
                                           Real                                        VILNIUS

                                                                                       Twelve office buildings totaling
                                                                                                                                               KAUNAS

                                                                                                                                               Kaunas office stock increased by
                                                                                                                                                                                             17 /
                                                                                                                                                                                                    Work in
                                           Estate                                                                                                                                                   Lithuania
                                                                                       150,000 sq.m are currently under                        44% in 2017, with 11 office buildings
                                                                                       development in Vilnius. 50% of space is                 (44,000 sq.m) opened. This growth is
                                                                                       pre-let, which means that approximately                 set to continue with 17 new openings
                                                                                       75,000 sq.m are available for rent in                   (99,000 sq.m) scheduled for 2018
                                                                                       2018 and 2019. A further 100,000 sq.m                   and 2019. Most of the space is being
                                                                                       is scheduled for commissioning in 2020,                 built speculatively, providing sufficient            Work in Lithuania is the talent attraction   talent to choose Lithuania for their     employers in Lithuania together with the
                                                                                       including a 60,000 sq.m office campus                   choice for potential occupiers.                      and relocation program initiated by          career path and facilitates relocation   most ambitious candidates, to develop
                                                                                       to be commenced this year by Vastint                                                                         Invest Lithuania in 2017. The program        processes when needed. Work in           the Lithuanian talent ecosystem at a
                                                                                       (IKEA’s real estate development arm).                   Vacancies are expected to increase                   aims to encourage and attract foreign        Lithuania brings the most prominent      national level.
                                                                                                                                               slightly from the current level of 11%
                                                                                       Looking to the future, more than                        due to multiple new speculative office
                                                                                       300,000 sq.m of office space has been                   developments in Kaunas.
                                                                                       designed and is currently awaiting
                                                                                       pre-lease agreements. Vacancies are

                                                                                                                                                                                                                                                                                          9,000
                                                                                       expected to increase slightly in the
                                                                                       coming years, from their current average
                                                                                       of 3%.

                                                                                            Class A average 15.5 EUR/sq.m                           Class A average 12.5 EUR/sq.m                                                                                                         MONTHLY PLATFORM
                                                                                                                                                                                                                                                                                          VISITORS ON AVERAGE
                                                                                            Class B average 12 EUR/sq.m                             Class B average 10 EUR/sq.m

                                                                                            Depending on specific demand and deal structure tenants can expect rent incentives including

                                                                                                                                                                                                                                                                                          70+
                                                                                            fit-out contributions, rent free periods, etc.

                                                                                                                                                                                                                                                                                          INTERNATIONAL COMPANIES
                                                                                                                                                                                                                                                                                          ACTIVE ON THE PLATFORM

                                                                                                                                                                                                                                                                                          207
24                                                                                                                                                                                                                                                                                                                                   25

                                                                                                                                                                                             workinlithuania.lt                                                                           MONTHLY APPLICATIONS
                                                                                                                                                                                                                                                                                          ON AVERAGE

                                                                                                                                                                                                    Top 5 countries visiting the
                                                                                                                                                                                                    Work in Lithuania platform:
                                           Dematic office in Kaunas                    Skandia office in Vilnius

                                           Common tendencies:
A D D I T I O N A L I N F O R M AT I O N

                                                                                                                                                                                                                                                                                                                                     A D D I T I O N A L I N F O R M AT I O N
                                             In both Vilnius and Kaunas, the overall   sports facilities, retail, serviced offices             have a range of options when it comes
                                           quality of office stock is very high as     and co-working, etc.). Sustainable                      to choosing their premises, as well
                                           the markets are dominated by new            development is also a trend, with most                  flexibility when it comes to planning their                                                                        UK
                                           constructions that are driven by the        developers designing and building                       establishment and expansion.                                                                                         47%
                                           needs of demanding tenants who are          in line with either BREEAM or LEED
                                           using space as a tool to attract and        standards.                                                Large-scale schemes are increasingly                                                                             IRELAND
                                                                                                                                                                                                                                                                    8%
                                           retain talent.                                                                                      entering the market. Notable recent
                                                                                         Developers have become                                examples include the Technopolis
                                                                                                                                                                                                                                                                  DENMARK
                                             Most new developments offer               accustomed to a market in which the                     campus, Quadrum, Park town, Business
                                                                                                                                                                                                                                                                    8%
                                           super-efficient space usage and layout      majority of space is let during the                     Stadium, Vilnius Business Garden and
                                           structures, big floor-plates (1,000 sq.m    6 months before and 6 months after                      more. Such office schemes allow
                                                                                                                                                                                                                                                                  NORWAY
                                           and more), and top-tier infrastructure      the building’s commissioning. This has                  large-scale occupiers to establish and                                    USA                                        7%
                                           (choice of restaurants and cafes, comfort   resulted in a great deal of speculative                 plan growth in the same building or                                         9%
                                           for cyclists, car sharing, meeting rooms,   building. This means that tenants                       same campus/area.
Business services team

                                  LAISVIS MAKULIS                          LAURA BALSIUKE
                                  Head of Business Services Team           Senior Investment Advisor

                                  Laisvis.Makulis@investlithuania.com      Laura.Balsiuke@investlithuania.com
                                  +370 (5) 219 4313                        +370 (5) 212 0874

                                  RUTA LABALAUKYTE                         LUKAS INOKAITIS
                                  Senior Investment Advisor                Senior Investment Advisor

                                  Ruta.Labalaukyte@investlithuania.com     Lukas.Inokaitis@investlithuania.com
                                  +370 (5) 204 7801                        +370 (5) 204 7809

                                  MONIKA VILKELYTE                         DALIA LIESYTE
                                  Investment Advisor                       Investment Advisor

                                  Monika.Vilkelyte@investlithuania.com     Dalia.Liesyte@investlithuania.com
                                  +370 (5) 212 0874                        +370 (5) 204 7832

Upes st. 23, Vilnius, Lithuania
info@investlithuania.com
+370 (5) 262 7438

investlithuania.com
                                  ARTUR RTISCEV
                                  Head of Business Development in the UK
Follow us on:
                                  Artur.Rtiscev@investlithuania.com
                                  +44 737 888 8979
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