P. 21-29(HROESS)0919:Layout 1success at Unilever in planning a strategy for HROA Europe, which he co-chairs, identifying must-win battles for the association. (For more on Guy-Joel,

Europe has outstripped its former reputation as a laggard in the HROspace, as companies become more serious about the benefits of out-sourcing. Now, as experts anticipate more growth in Europe than in

any other region, the picture is changing fast, driven by change agents onthe buy side, among advisory firms, and in the ranks of service providerseager to meet the challenges and grow the business for everyone.

According to Everest Group research, Europe’s share in the globalHRO market has increased from 20 percent to 30 percent in terms ofthe number of deals since 2005, and it is outpacing the global market,as well as the North American field. That’s saying quite a lot, as pre-viously the global multi-process HRO industry had been dominatedby North American-headquartered buyers. Out of 225 HRO dealssigned by the end of last year, 70 percent originated in that region.

But Europe is making its move. In terms of Annual Contract Value,Europe saw a growth rate of 31 percent in 2007, while North America’sslice of the pie grew only 13 percent. The lead is likely to widen.

In the pages that follow, we lay out for you the movers and shakerswho are making this possible, whether they were in at the inception ofEurope’s HRO industry or are only now getting involved. Here are thebuyes, the advisors, and the providers who make it all happen.

September 2008 HRO Today 21

HRO Europe Superstars 2008 Feature

www.hrotoday.com

2008 HRO EuropeSuperstars2008 HRO EuropeSuperstarsCONTENTS

USERS/BUYERSPages: 22 – 24The people who need the services theproviders sell to keep business humming.

ADVISORSPages: 24 – 27The sages who bring the buyers and sup-pliers together and broker the deals.

PROVIDERSPages: 27 – 29The folks who make it happen on theground with a growing range of options.

P. 21-29(HROESS)0919:Layout 1 9/26/08 9:41 AM Page 21

Feature HRO Europe Superstars 2008

www.hroeurope.com

Outsourced HR in Europe continues to take off. Listed below are the people who are most responsible for the shift-

ing trends, the buyers who had the vision to understand how outsourcing HR functions could improve their com-

pany’s bottom lines and had the courage to drive the concept forward. The users and buyers listed below include

both the early adopters who started the charge years ago and the later converts who have joined more recently.

ELLY BONDOutsourced Shared Services Manager, HR Shared Services, ChevronLed the oil giant’s journey in HR transformation. Bondwill be speaking at the HRO World Europe conferencein Brussels in November, providing an insider’s look atbuilding and operating HR shared services centers andthe role of HR outsourcing as a tool for HR transforma-

tion. Since she’s been on both sides of the table as buyer and provider, herknowledge of HRO engagements is unmatched.

BEATE HILLMANNProject Manager of Business Re-Engineering andBenchmarking, Infineon TechnologiesKeeps this German electronics giant’s HR efforts fromshorting out. In this role, Hillmann has responsibilityfor Infineon’s operational and organizational structure,headcount reporting, and personnel data analysis, aswell as promoting an effective HR organization. Previ-

ously, she worked in Infineon’s business re-engineering and benchmarkingdepartment in charge of identifying efficiency, standardization, and out-sourcing potential with respect to HR administration and consequently ofall outsourcing activities of the selected HR administration processes. Shehas been with Infineon since 2000, leading HR planning, controlling, andsocial policy.

GUY-JOEL DE LHONEUXVP Global HR Relationship, Unilever This Coca-Cola alumni will co-chair the HRO WorldEurope conference. He adapted a model he used withsuccess at Unilever in planning a strategy for HROAEurope, which he co-chairs, identifying must-win battlesfor the association. (For more on Guy-Joel, see the coverstory of HRO Europe in the Winter 2008 issue.)

MERJA KAMPPARIHead of Global Human Resources, Nokia Siemens Networks

Communicating the HRO message. (No biographicalinformation available.)

ROEL FIOLETVP Business Development Office Corporate, KLM Royal Dutch Airline NVFirst named to this list in 2006, Fiolet was flying highon HRO. Today, he’s still in the stratosphere. (Bio-graphical information not available.)

CYNTHIA KOBELGlobal HR Director, Tetra Pak International

Thirsty for the savings delivered by HRO. (No biogra-phical information available.)

GILL GORDONDirector, Executive Compensation, Schlumberger Ltd. Key player in setting up shared services for HR in Eu-rope, Caspian, and Africa. Since 1985, Gordon hasheld many positions in Schlumberger in operational,staff, and international roles. Prior to that, she workedfor Ford Motor Company. Gordon has been involved in

a number of strategic initiatives in the areas of career development, mo-bility and diversity, as well as acquisitions and divestitures. During thistime, she has spent more than 10 years in expatriate assignments inFrance, Germany, and the U.S.

ANNA MAJKOWSKITeam Leader for HR Wings, World Food Programme HRO’s very own version of sweet charity. Most of Majkowski’s experience and expertise relates to themanagement and implementation of IT systems. Sheholds a master’s degree in electrical engineering, andhas been working in the international environmentfor many years, in both public and private sectors. Pre-

viously, she specialized in the HR related information systems industryand eventually moved to the HR business side. Majkowski is part of ateam influencing HR transformation globally.

PENNY GRIMSHAWDirector of Strategy and Operations, EMEA, MotorolaPushed through HRO initiatives in partnership withprovider ACS. (Biographical information unavailable.)

CARINA MALMGREN HEANDERSenior Vice President of Group Staff Human Resources and Organizational Development, ElectroluxMalmgren Heander assumed her new position duringthe third quarter of 2007. She is based in Stockholm,Sweden. Previously, Malmgren Heander had joinedSandvik in late 2003 and was a member of the GroupExecutive Management team there. She has also been a

vice president of human resources within ABB AB, where she was em-ployed starting 1989. This Superstar gets around, and has extensive expe-rience in various executive positions, but she calls HR home.

22 HRO Europe Summer 2008


Summer 2008 HRO Europe 23www.hroeurope.com

ALBERT MARTENSGlobal e-HR Manager, Ingka Holdings B.V.

During his tenure at IKEA, he has helped furnish thecompany with the right HRO solutions. (No biographi-cal information available.)

LUIGI PIERLEONIHR GBS—ES Vendor and Customer RelationshipMgr, P&GHRO's most articulate client advocate, Pierleoni hasthe global responsibility for the 10-year contract signedby P&G for the delivery of Employee Services by IBM(payroll, compensation planning, employee benefits,international relocation, travel expense accounting,

sourcing, and administration). He joined P&G 17 years ago and workedin Italy, Egypt, and Central and Eastern Europe, and more recently inGeneva as HR Director for the EMEA headquarters.

YVONNE O'REILLYVP HR Business Partner for Continental Europe,State Street Corp.A colleague of Donna Sinnery, SVP Global Staffing(retired) at State Street, O’Reilly leads the HR chargeforward. (No biographical information available.)

ROBIN MILLSHuman Resources Director, Compass GroupThis Woolworth’s HRO alum took over for Mike Bur-ton as head of HR at goods service company CompassGroup UK and Ireland earlier this year. Formerly headof learning and development, Mills had become HR di-rector of Woolworths. In that role, he was in charge ofa team of 80 and looked after the full HR agenda for

Woolworths, which employs 27,000 people.

JACQUES VANDERMEIRENChief Corporate Officer, EliaElectricity transmission company powered by HRO.Vandermeiren began working at the energy giant in1999, where he is in charge of legal affairs, communica-tions, heritage and the environment, HR, and regula-tory affairs. While managing 1,000 people, he isinvolved in the recruitment and integration of staff and

the establishment of a general policy and objectives for each department.A lawyer by trade, Vandermeiren spent nine years at Electrabel prior tojoining Elia and served as in-house counsel to the distribution departmentat Intercom.

STEVE MELAMEDVP Global HR Operations, AVAYAProviding a network for global HRO, not once, buttwice, and both times with Convergys. A member ofthe “Bell Systems” family since 1988, Melamed origi-nally served in Bell Laboratories as a manager in theoccupational health division. He joined Lucent Tech-nologies at the divestiture, where he was senior man-

ager, supporting occupational health, workers’ compensation, anddisability programs. Melamed transitioned to Avaya from Lucent with agoal of integrating all of HR’s people-facing functions into an HR sharedservices model.

TONY MCCARTHYChief, Human Resources, British AirwaysAs director of people for the Royal Mail, Tony put hisstamp on the UK’s HR scene. Now, his career in HRtakes flight, overseeing 43,000 staff. McCarthy joinedRoyal Mail in January 2003 and was responsible fordelivering the HR agenda for the group andits195,000 employees. His main challenge was leading

a change plan that helped Royal Mail move from a business that lostmore £1 million a day to one that recorded a £537 million profit from itsoperations. Before joining Royal Mail, he was group HR director at BAESystems plc where he had worked since 1978. He has a postgraduatediploma in manpower studies from Salford University and a degree inbusiness from Sheffield Polytechnic.

JEAN-PAUL MAUCHARDHR-IT Partner, Alcatel-Lucent

Mauchard has been with Alcatel-Lucent since 2005,when he began his career there as IT director. He wasnamed IT partner this year and continues his good workin the sourcing arena. He graduated from the Institutd’Administration des Enterprise de Strasbourg in 1982.

ANNA TOMKINSResourcing Operationis Manager, VodafoneConnected to success by attracting a broader range ofemployee skills. She was integral to the engagement be-tween Vodafone and Alexander Mann Solutions, citingflexibility and scalability as her holy grails of RPO. (Nobiographical information available.)

PENNY STOKERVP, Global HR Services, AstraZenecaAttracting and retaining the best in pharma. She wasappointed to her current position earlier this year andoversees the development and implementation ofprocesses and improved technologies that enhance theglobal delivery of human resources. Stoker joined As-traZeneca in July 2004 as vice president, U.S. Human

Resources. During her tenure, she is credited with building an industry-leading workforce and helping to establish a successful strategic directionfor the company’s U.S. business. Prior to joining AstraZeneca, Stoker wasvice president, Organization and Management Development, with Amer-sham PLC, based in the U.K. She also held management positions withCoopers & Lybrand, CIGNA Corporation, and Internet Capital Group.Stoker earned a bachelor’s degree in business and Asian Studies from theUniversity of Maryland, and a master of business administration in ac-counting and international studies from Cornell University. In 2007, shewas chosen by Women 3.0 Magazine as one of the top 100 women in cor-porate America.

NICOLETTE SAYWARDDirector of global HR operations, Whirlpool Corporation HRO's very own spin cycle warns against setting an im-plementation date up front. Sayward has been withWhirlpool for almost eight years, with increasing re-sponsibility for all HR information systems on a globalbasis. Her North American responsibilities encom-

passed total HR solutions—including payroll/pension and benefits designand delivery for all U.S. employees, as well as HR solutions to support allHR processes. She recently relocated to Whirlpool’s European corporateheadquarters in Italy, where she is currently responsible for the HR BPMinitiatives across EMEA.

NATALIE SAINZ-SANZHR Transformation-Operations Director, BP Global HR OperationsAn expert on managing the service relationship to en-sure performance goals are met, she knows all theevolving role of the HR business partner, how to antici-pate and resolve problems before they appear, and howto build an effective and flexible partnership.

CHRIS PECKVP HR, UPSGuides HR decisions for more than 10,000 employees.What can Brown do for you? (No biographical information available.)



www.hroeurope.com24 HRO Europe Summer 2008

CHRIS VEROUGSTRAETEHR Director, Reuters Has the inside scoop on HR success in Europe. Beforejoining Reuters, Verougstraete was EVP for human re-sources at Interbrew. He led all aspects of organizationalchange including integrating new acquisitions and man-aging disposals. Prior to that, he was based in Paris asHR director for the telecoms division of Alcatel, a sup-

plier of telecommunications infrastructure. Verougstraete’s other HR posi-tions have included HR director for GEC Alstom and a HR director forMonsanto. He began his career holding various HR roles at Sabena, theBelgian national airline. Verougstraete holds a law degree and an MBAfrom the University of Ghent.

WIM VAN WINDENChief Financial Officer, Philips Electronics NetherlandsSaw the business case for taking HR outside the elec-tronics giant's payroll capabilities. (No biographical information available.)

ALEX WILSONGroup Human Resources Director, BT Group PLCUses HRO to help BT phone home. Wilson joinedBT’s leadership team in July 2002, bringing wide-rang-ing global experience gained in a succession of seniorline and HR management positions in top FMCG com-panies including Ford, Grand Metropolitan, Guinness,and Diageo. He spent two years as SVP HR and Group

Communications at ICI. Wilson has a global perspective gained from hismanagement of business operations across North America, Asia, and Europe, and from having lived and worked in the U.S. for five years. Hisspecialist HR credentials cover many areas of expertise, including organi-zational transformation, change management, industrial relations, peopledevelopment, and compensation and benefits.

KEVIN BARROWJoint Managing Partner, Blake Lapthorn Tarlo LyonsHeads up this firm’s recruitment sector group, amongother things. Barrow joined the firm in 1988 and hasbeen a partner since 1993. He specializes in technologyoutsourcing, HRO, BPO, and employment and regula-tory issues surrounding outsourcing and offshoring. Heleads the HRO group at Blake Lapthorn Tarlo Lyons,

which advises end-users and suppliers in relation to recruitment, payroll,training, and other HR outsourcings. Barrow also has experience in em-ployment law, fundraisings, joint ventures, M&A, project finance, and awide range of general commercial matters.

GILL ANDREWSOutsourcing Lead Partner, Bird & BirdLeads the pack in electronic commerce, IT, data protec-tion, and communications law at this large UK lawfirm. Gill specializes in transactional and advisory workin the communications, e-commerce, and informationtechnology sectors. Her recent expertise includes com-plex telecommunications transactions, virtual network

operator arrangements, B2B exchanges, technology procurements, and ITand communications outsourcings. Most of her work has had an interna-tional element.

P.J. BRUYNIKSChairman—Europe, HR-XML ConsortiumDriving a standard suite of XML specs to help busi-nesses exchange data and insights, Bruyniks startedworking in the IT business more than 18 years ago.Since 1991, he has worked for the staffing companies ofRandstad in 14 different countries, with functions andresponsibilities as a business analyst, project/depart-

ment/change/implementation manager, consultant, and interim IT direc-tor. Besides his work at Randstad, he is deeply involved to bring HR-XMLstandards to Europe and driving the launch of the European HR-XMLConsortium as chairman.

Someone has to guide the buyers in their HRO decisions, and that’s where the advisors come in. On the following

pages are profiles of some of the best guiding lights in the advisory field of HRO. The counselors listed here include

those who have helped to blaze the trail and put together some of the most impressive deals in HRO in Europe, as

well as the new kids on the block who have carried the good work forward.



CHRISTOPHER ("KIT") BURDENPartner and co-head of Technology and SourcingGroup, DLA PiperThis international lawyer is also a trustee of the Out-sourcing Group and recognized as one of the leadingIT and outsourcing legal minds. Kit specializes in theareas of outsourcing and complex technology transac-tions, advising both users and suppliers of IT, and out-

sourcing services and in relation to all aspects of the procurementprocess. His work ordinarily involves him on business critical projects fre-quently valued in the hundreds of millions of pounds. Major clients in-clude UBS, Dixons, TUI, GNER, Gulf International Bank, the BritishCouncil and Pricewaterhouse Coopers. He is identified as a leading ITand outsourcing lawyer by all of the leading legal directories, includingthe Legal 500, Legal Experts and Chambers.

JONATHAN COOPER-BAGNALLMember of PA's Management Group, PA ConsultingInsourcing, outsourcing, or multisourcing, this Super-star delivers. Over the past 15 years, Jonathan has led awide range of complex transformation initiatives wherean appropriate approach to sourcing plays a pivotal rolein completing a successful change. He has conductedsourcing reviews and major outsourcing programs

throughout the USA, Europe, and AsiaPacific, and is now head of PA'sglobal work in sourcing. Working across a broad set of industries, includ-ing Pharma, Finance, Transportation, Energy, Manufacturing, and Gov-ernment, has enabled Jonathan to provide the transfer of knowledge andinsights to help organizations understand and achieve best-in-class solu-tions. This diverse portfolio of clients also provides for comprehensive ex-perience in the development and implementation of the right governanceand service management arrangements. Jonathan worked for a number ofEuropean-based outsourcing organizations before moving to PA Consult-ing in London, to continue in this specialist field. In 2000, he moved toWashington, DC, to develop PA's operations in the U.S. In May 2005, hereturned with his family to the UK.

PAUL CONNOLLYSenior Analyst, NelsonHallDeveloping business and analyzing the data for this re-search firm across Europe, Paul joined NelsonHall in2002, specializing initially in the public sector, and de-veloping NelsonHall’s BPO Case Study series. With 25years’ industry experience, Paul has held senior man-agement, business development, and principal analyst

positions with leading research and technology firms in the U.K. and theU.S. Immediately prior to NelsonHall, Paul was the U.K. knowledge man-ager for McKinsey & Company’s business technology practice. Paul has aBSc (Hons) degree from the University of Manchester.

RICHARD CRESPIN,Global Executive Director, HROALeading the HROA’s growth in the global realm,Richard Crespin is also the chairman of SharedXpertiseLLC. The SharedXpertise Forums help organizationstransform by sharing their expertise through research,education, online and offline networking, informationportals, and associations in HR, Finance, Procure-

ment,Real Estate and other business functions. The SharedXpertise Fo-rums (formerly the SBPOA), include the SharedXpertise Leaders Forum(an elite organization for the seniormost sourcing executives and practi-tioners), SharedXpertise HR Forum which manages the HROA andHROA Europe, SharedXpertise F&A Forum, and the SharedXpertise Pro-curement & Supply Chain Forum.

JEFF CROYLEPartner,TPIPushing the global agenda of HR transformation, as a part-ner in TPI’s HR practice, Jeff assists clients with the evalua-tion, negotiation, implementation, and management ofvarious HR outsourcing-related initiatives. Jeff has morethan 25 years of human resources and benefits outsourcingand consulting experience.

MIKE FRIENDResearch Manager, European Business Services, IDCStill one of Europe’s top analytical minds in the HROsector, as the head of IDC’s European HR Services re-search practice, Friend provides his clients with regularcommentary, insight, and strategic consulting servicesrelating to the HR consulting, payroll, benefits out-sourcing, and HR business process outsourcing markets.

He also manages IDC’s European BPO market research, which he has ledsince its launch in 2002. He is a frequently quoted analyst and speaker atBPO and HR services events. He is also co-author of Technology and Off-shore Outsourcing Strategies, published by Palgrave McMillan. Friend is afluent German speaker and holds a European Business BA (Hons) degreefrom Nottingham Trent University.

RUDI DE ROECKProject Director, EquaTerraFormerly a moving force for HRO at Coca-Cola Enterprises for Europe, now Rudi guides Fortunte 500 companies that want to outsource general and administrative functions. (No biographical informa-tion available.)

PAUL DAVIES,Consultant, Debunk GmbHAll-around expert to the outsourcing world at large,Davies is an independent advisor in HR services andoutsourcing. He has two decades’ experience of laborrelations and human resource management in NorthAmerica and Europe, the majority of this time spent insenior global and regional roles at General Motors. Be-

fore launching Debunk GmbH in 2005, he was responsible for the HRoutsourcing and transformation efforts at GM Europe and has, as a practi-tioner, been at the operational end of HR outsourcing since 1997.

ANTHONY HESKETHDeputy Director Centre for Performance-led HR,School of Management, Lancaster UniversityManaging and measuring human capital, and speakingat this year's HRO World Europe conference, Hesketh-focuses his research on capturing the impact of transfor-mational outsourcing on organizational performance.An expert in talent management, he researches and

consults with some of the world’s leading organizations on outsourcing,human capital management, and its measurement. Recent books includeThe Mismanagement of Talent (Oxford University Press, 2004) and Under-standing the Performance of HR (Cambridge University Press, 2006). He isthe director of the Centre for Performance-Led HR at Lancaster, an ad-viser to the HROA Europe Board, and collaborates with the newly formedSBPOA University.

PHILIPPE GLUNTZChairman emeritus, HRO Association EuropeHROA’s European elder statesman, he formerlychaired the HROA Europe and is president of ParisBusiness Angels. Gluntz was formerly president ofADP Europe, vice president of Capgemini, and a COOat Alcatel NV. He spent most of his career as a C-level executive of computer services companies. He

was instrumental in the start-up of GSI, European leader in IT and pay-roll outsourcing, which was sold in 1995 to ADP Employer Services. AtADP, he served as CEO for Europe and corporate vice president until2002, when he was appointed non-executive chairman. Gluntz alsoheaded one the largest mergers of the 80’s, between Alcatel-CIT(France) and I.T.T. Telecom (U.S.), leading to the creation of the cur-rent Alcatel Group, where he served as COO from 1986 to 1991. He is aboard member of several IT companies, and is heavily involved in theventure capital market, along with his academic teaching. Gluntz gradu-ated from l’Institut d’Etudes Politiques de Paris with a degree in Econom-ics and holds a Ph.D. in management from Vanderbilt University.




RICHARD LISTERPartner,Freshfields Bruckhaus DeringerAn outspoken advocate for BPO customers in a widerange of jurisdictions in Europe and farther afield, theLondon-based Lister specializes in a range of commer-cial work including outsourcing, offshoring, manufac-turing, and technology-related transactions. He hasworked for customers and vendors on multi-jurisdic-

tional outsourcing and offshoring deals including ABN AMRO, GoldmanSachs, Compass Group, Deutsche Bank, Lehman Brothers, the U.K.’s Na-tional Health Service, and Hewlett-Packard. He heads the firm’s globaloutsourcing and offshoring practice and is a member of the internationalprivacy group. Lister qualified in 1991 at Berwin Leighton, where he be-came a partner in 1997.

PHIL MORRISManaging Director, Europe, Morgan ChambersPhil is a founding director of Morgan Chambers andfurther to the acquisition of Morgan Chambers byEquaTerra, became managing director, Europe. He isresponsible for the development and delivery of con-sultancy services across Europe. With previous “sup-ply-and-demand” experience in IT and BPO, his

specialties are sourcing strategy development, complex/global deals andfinancial services. Rejuvenating damaged relationships and reposition-ing contracts are key passions, too.

TIM PALMERHead, HR sourcing consultancy business, PA ConsultingTim moved from EquaTerra to PA Consulting earlierthis year, and was named Outsourcing Professional ofthe Year, 2007, by the UK’s National Outsourcing As-sociation. He has extensive sourcing industry experi-ence across the HR, F&A, Procurement, Logistics, and

IT functions. Tim’s current work is geared towards the establishment of ahealthy and balanced HRO industry in Europe. He advises buy-side organ-izations on their sourcing activities, and writes and speaks regularly onHRO, educating buyers on how to work best with providers. Previously,Tim held a senior role with one of the big HRO providers. Tim is a found-ing board member of the HROA Europe. He was awarded HR SourcingAdvisor of the Year 2006.

CATHY TORNBOHMResearch VP, Gartner“Personal shopper” to companies looking for the per-fect fit in BPO services, Tornbohm is Gartners’ leadresearch director for BPO in Europe. She helps Euro-pean-based organizations understand which HR out-sourcing vendors are best placed for them to workwith, as well as whether HR BPO is a suitable direc-

tion for their organization to take and whether they are indeed ready toundertake an outsourcing activity. Tornbohm has led research outsourc-ing trends at Gartner for eight years and previously worked at BT’s con-sulting and systems integration business. She holds degrees fromCranfield M.SC., marketing and product management, and De MontfortUniversity B.S., industrial business systems.

RACHAEL STORMONTHVice President, NelsonHallRachael joined NelsonHall in 2000, and in additionto her research management role, her recent responsi-bilities have included leading NelsonHall’s key vendorassessment program, from which she has acquireddeep knowledge of the key vendors in the IT servicesindustry. She has also worked on a variety of custom

research and advisory engagements for clients. Prior to joining Nelson-Hall, her experience included overall responsibility for client serviceswithin a leading services company; strategy consulting with a manage-ment consultancy; sales and marketing within the IT sector; and seniormanagement positions in the public sector.

HOWARD SPODEManaging Director, Advisory Services, NelsonHallFormerly a principal at Alsbridge, he was tapped lastyear by NelsonHall to drive development of the firm'sbuy-side advisory services. With an academic back-ground in psychology, Spode spent his early career asin-house practitioner in organization development. Hemoved into consultancy in 1993, focusing on the man-

agement of major organizational change. He has worked in BPO since themid-90s, and has sold, implemented, and operated deals in the UK, conti-nental Europe, and South America. Spode is a founding member of boththe Price Waterhouse (now IBM) and Ernst & Young (now CG) BPObusinesses. In early 2000s, he established an HRO business serving theU.K. mid-market. At Alsbridge, Spode was a consultant providing expert,independent advice on outsourcing, shared services, and offshoring.

STELIOS MILONAKISSenior Advisor, EquaTerraOnce HR transformation lead at Honeywell, Steliosnow puts his buy-side knowledge to work for an advi-sory icon. Prior to joining EquaTerra, he was principalconsultant at PA Consulting Group. He received hiseducation at the Bradford University School of Man-agement, Nottingham Trent University, and the Uni-

versity of Nottingham. This accomplished business leader has processreengineering and global project management experience. He initiatesand delivers strategic solutions leveraging IT to achieve HR transforma-tion while staying commercially focused and results-driven. An inspira-tional leader who embraces diversity and creates cohesive teams that workeffectively under pressure, he is fluent in Greek and English.

SYNCO JONKERENProject Director HRO / HR Technology, EquaTerraRecently moving to advisory functions from SAP,Synco expands his horizons into more areas of HROwhile always keeping one eye on technology. Hejoined SAP in 2004 as head of HRO strategy to con-tribute to that organization’s BPO program. He has astrong background in HR and technology having

worked 10 years for PeopleSoft where he was responsible for global prod-uct strategy for PeopleSoft’s HCM products. He regularly speaks andwrites on HCM, technology, and HRO around the globe. He is also theinternational editor for the IHRIM Journal and sits on the board of theIHRIM Global Special Interest Group and the newly founded HRO As-sociation Europe. He is a strong believer in the value of technology as anenabler to help HR organizations reach their goals and make a strategiccontribution to their organizations’ objectives.

MARK HODGESExecutive Dierctor, Corporate Development, EquaTerraThis outsourcing pioneer continues to lead major en-gagements in BPO and HRO including Marriott,DuPont, Delta Airlines, Unilever, TXU, Chevron-Tex-aco, Williams Companies, and Whirlpool. Prior toforming EquaTerra, Mark established and led TPI’sBPO practice. In a two-year period, he grew the prac-

tice to represent more than 15 percent of TPI’s revenue. He was also re-sponsible for TPI’s strategy and corporate development function. BeforeTPI, Mark was vice president of strategy and corporate development forExult, the world's first comprehensive HR BPO company. Prior to joiningExult, Mark was the worldwide director of Gartner’s Dataquest IT Serv-ices (ITO and BPO) vendor group. Before Gartner, Mark was COO of G2Research Inc. (G2R), a market research and consulting firm. He and theCEO sold the firm to Gartner in January 1999.

IAN LITHGOWHuman Resources Services Head, PriceWaterhouseCoopersFrom implementing new HR strategies for service de-livery at Tyco, Lithgow has moved to more analyticalclimes. (No biographical information available.)



LESLIE WILLCOCKSProfessor of Technology Work and Globalization,London School of EconomicsHRO’s favorite teacher is still schooling the industry'sup-and-comers. Willcocks’ research interests includework and globalization; outsourcing; IT strategies;evaluation and management; and organizationalchange. He holds a doctorate in information systems

from the University of Cambridge, and for the past 14 years has been theeditor-in-chief of the Journal of Information Technology. He is the co-au-thor of 25 books, including the recently published Global Sourcing of ITand Business Services (Palgrave, 2006). In February 2001, he won thePriceWaterhouseCoopers/Michael Corbett Associates World Outsourc-ing Achievement Award for his contribution to this field. He is a regularkeynote speaker at international practitioner and academic conferences,has extensive consulting experience, and is regularly retained as adviserby major corporations and government institutions.

Of course, outsourcing and shared services wouldn’t even exist without the vendors who provide the services. As

the HRO industry evolves from the merely functional to the strategic, these are the executives who drive the new

products that keep HR humming at its most efficient and cost-effective levels.

ASHOK BILDIKARPresident & Executive Director, Caliber Point BusinessAshok leads Caliber Point, the exponentially growingindependent BPO arm of Hexaware Technologies Lim-ited, as its president and executive director. Ashok'smandate is to establish Caliber Point as a leader in theHRO space. He previously headed Hexaware’s People-Soft practice and was responsible for elevating Hexa-

ware to a position as the No. 1 PeopleSoft service provider operating outof India and the third largest PeopleSoft implementer worldwide. Ashokhas more than 27 years of experience in the IT industry, spanning leadingenterprises like BSES, Philips, and DSQ. He also has IT consulting ex-pertise and has handled consulting assignments in various capacities. Hav-ing graduated in Physics, Ashok completed his masters in ManagementStudies at Pune University. He also has a diploma in Computer Manage-ment from Bombay University.

CHRISTIAN BAADERVP Business Process Outsourcing, SAPBaader took responsibility for the European business de-velopment function of SAPMarkets in early 2000, andhas worked extensively with most of SAPMarkets’strategic marketplace customers in Europe. Before join-ing SAPMarkets, he was responsible for the globalproduct management of SAP’s industry solution for the

telecommunications industry. Prior to that, he pursued a career in man-agement consulting with McKinsey & Co., focusing on project manage-ment engagements in the telecommunications and IT industries. Baaderearned a masters degree in computer science at the Technical Universityof Karlsruhe in 1989 and a Master of Business Administration at INSEADin 1991. In 1997, he completed his Ph.D. in Business Administration atthe Technical University of Berlin.

TIBOR BELESVP Sales EMEA, OracleTibor believes in the potential of HRO and is pursuingit aggressively in his current position. Previously, he wassales director at SAP. He holds degrees from HarvardBusiness School and Slovak Technical University.

ANDREW BINNSManaging Director, Aon ConsultingKeeping the insurance giant’s hand in the EuropeanHRO game, until recently Binns was managing directorof the HR BPO and consulting practice for Aon Con-sulting UK and also chaired the HR outsourcing globalpractice council for Aon Consulting Worldwide. Priorto joining Aon, he was the CEO of Netengines World-

wide Limited, formed from private equity in May 2000 to deliver leadingedge recruitment software for the staffing market across the UK. He wasalso managing director of outsourcing operations across Europe, MiddleEast, and Africa for Compaq. This role was preceded by two years spent asthe managing director of the Digital UK and Ireland outsourcing division.After graduating from the University of Manchester Institute of Scienceof Technology in 1983 with a degree in Management Sciences, Binnsspent 13 years with ICL including senior positions in both sales and serv-ices management.

ROSALEEN BLAIRCEO, Alexander Mann SolutionsAlexander Mann moves from strength to strength, aswitnessed by such deals as the Coors engagement (seecover story, this issue) and the acquisition this year ofCapital Consulting. Blair was named Veuve Clicquot'sBusiness Woman of the Year for 2007, too, which isenough reason by itself to give her Superstar status!

LUC BOSSAERTEVP, NorthgateArinsoFormerly executive vice president business consultingat ARINSO International, Luc has been appointedexecutive vice president for HR business developmentwith global responsibility for business development,demand generation, marketing, and alliances, of themerged unit of NorthgateArinso. He will help drive

the HR business consulting practice across the region, a central part ofNorthgateArinso’s strategy for forward growth.




ISABELLE BRISARDVP Professional Services EMEA, Convergys Employee CareHelping clients drive value from relationships with cus-tomers and employees, she has grown from a spot as vicepresident of HR EMEA at Convergys in 1997 to hercurrent role. (No biographical information available.)

DAN BRENNANVP, EMEA, ExcellerateHRODaniel (Dan) Brennan is vice president of Europe,Middle East, and Africa (EMEA) for ExcellerateHRO.He has leadership responsibility for all operating activ-ities, sales and delivery, and growth initiatives. Dan isalso EDS vice president of EMEA human resources op-erations, with oversight of the company's HR function

in the region. He is based in the UK. Prior to relocating to London, Eng-land, with his family in June 2004, to assume the lead role for HR inEMEA, Brennan was director, human resources, for EDS’ Canada region.In a 14-year career at Xerox Corporation, Brennan held leadership posi-tions as vice president of HR, Canada, and vice president of client opera-tions for Xerox Canada’s outsourcing arm. He earlier advanced through anumber of roles in human resources and sales management. Brennanholds a diploma in human resource management from Niagara College.He also has a bachelor's degree in business administration from YorkUniversity in Toronto.

ROY BROUGHTONDirector International Accounts, AdeccoThe best French-speaking Brit about to make a breakinto RPO, he manages the Paris-based InternationalAccounts team and coordinates global accounts for thegroup. He has progressed over the past decade from apost at senior vice president of global sales at Adeccoto his current responsibilities as director, international

accounts. He holds an honors degree in physics and electronics engineer-ing from the University of Manchester.

ANDREW GRANT CEO, Talent2 InternationalAndrew Grant came to the UK from New Zealand in1989 after completing his Bachelor’s degree in financeand qualifying as a chartered accountant with KPMG.Following three years working for Saudi billionairePrince Khalid Abdullah, he spent six years in invest-ment banking with CSFB in London and Macquarie

Bank in Australia. Andrew made a career change in 1997 and joinedRobert Walters plc in London, initially as COO for its global temporarystaffing and outsourcing businesses, then becoming CEO for the Asia Pa-cific region. Appointed European CEO of TMP (now Hudson) in May1999, he was responsible for over 20 acquisitions and 2,500 staff operatingin 18 countries across Europe. The European business made an operatingprofit of £27m in 2001. Andrew joined Talent Partners in 2006 to lead thedevelopment of the business in the UK and Europe.

JOHN GREENSVP Outsourcing, HR Access SolutionsJohn helped boost HR Access’s business in 2007 by 27percent, raising the bar on HRO. (Biographical infor-mation unavailable.)

NAJAH NAFFAHManaging Director BPO EMEA, EDSAccelerating HRO in Europe, Naffah is responsiblefor ExcellerateHRO sales and add-on business oppor-tunities. Previously, he was managing director ofEDS’ BPO portfolio in EMEA. Prior to joining EDSin 2001, Naffah was vice president for Sabre in Eu-rope, and vice president for document management

and workflow business at Group Bull. He began his career in researchand development at INRIA, where he was awarded the European Re-search award and the Ordre National du Mérite medal from theFrench Government. He earned a Ph.D. in Computer Science fromthe University of Paris, and a degree in Telecommunications Engineer-ing from ENST, Paris.

CHRISTIAN MARCHETTIManaging Director, Accenture HR ServicesAccenture’s global HRO thought leader and the brainsbehind one of the largest HRO contracts ever—theUnilever $1.1 behemoth of 2006—Marchetti joinedAccenture in September 2005, with extensive expertisein outsourcing and client relationships. He is responsi-ble for Accenture’s industry-leading global HRO busi-

ness, which began its history in 2000 from a founding partnership withBT. Marchetti focused the first 10 years of his career on consulting work,specifically with ERP and finance and performance management solu-tions. He was involved in launching the outsourcing capability in West-ern Europe in the late ’90s. He also played a leading role in establishingand building Accenture’s outsourcing practice in Gallia and in shapingthe landmark F&A BPO relationship between Accenture and Rhodia. Hewas awarded the Accenture prize for innovation in 2002 for his outstand-ing achievement. To better support the Rhodia account, he was a key fig-ure in the establishment of Accenture’s delivery centre in Prague, whichtoday provides BPO services in F&A, HR, and procurement to multipleclients across several countries.

ROLF KLEINERSenior Vice President, Outsourcing and ConsultingGroup, Kelly ServicesBringing HRO to the world, from the Americas toEMEA and Pac-Asia, this HR ambassador has builtcross-cultural, cross-functional teams in organizationssmall and large. Before he joined Kelly Services, Kleinerwas a technical marketing representative at IBM. He

graduated from the Eidgenossishe Technische Hochschule Zurich.

KEVIN CAMPBELLGroup Chief Executive – Outsourcing, AccentureHeading up a $7.8 billion outsourcing business formore than 600 clients globally, he leads a team of morethan 50,000 professionals and helps Accenture delivercross-industry and industry-specific services through aglobal network of more than 40 centers worldwide.Kevin focuses on identifying and pursuing new areas of

opportunity for Accenture’s growing BPO capabilities and has opera-tional and client management responsibility for the company’s BPOunits. He is also a member of Accenture’s executive leadership team. Herejoined Accenture in 2005 from Hewitt Associates, where he was mar-ket strategy and development leader of Hewitt’s HR outsourcing business.Prior to that, he was president and chief operating officer of Exult Inc.,which merged with Hewitt in October 2004. He was previously with Ac-centure from 1982 until 1999, at which time he was the partner incharge of outsourcing for the resources operating group, where he helpedpioneer Accenture’s BPO activities. He holds a B.S. from the School ofManagement at Boston College.

MARC BRUZZOVice President, ADP ES EuropeLeading the market with processing, recordkeeping,technology, and best practices. In 2007, ADP signed adeal with Schindler to handle payroll for 16,000 em-ployees across 14 countries in Europe. Cha-ching!

JOHN HINDLEGlobal Marketing and Communications lead, AccentureCo-chair of HROA Europe board, Hindle is helpingtake HRO in Europe to a new level. In his role as headof global marketing and communications at Accenture,he is shaping the evolution of HR on the global stageby getting the right messages out. (See more on Hindlein the HRO Europe cover story, winter 2008.)



TOM OLAVI BANGEMANNSenior Director, European Practice Leader, Answerthink EuropeBilingual: Speaks the language of both HRO andshared services for this subdivision of The HackettGroup. Bangemann has worked on numerous engage-ments in all functions of a company, numbering morethan 40 sourcing projects—including shared services

and outsourcing—covering all the phases of the business process sourcingjourney from pre-assessment through feasibility to optimization of existingshared service and outsourced organizations. He has worked in a range ofindustries and countries, and also appears at conferences as a regularspeaker and panelist. In 2005, he wrote Shared Services in Finance & Ac-counting. He is currently moderating the Hungarian shared service com-munity and advising several other shared service initiatives. This is hisfourth nomination as an HRO Superstar.

MARY-SUE ROGERSGeneral Manager Global HR & Learning Business, IBMThe woman who coined the phrases “lift and shift” and“my mess for less” wasn't born with “HR” stamped onher forehead. She turned an engineering background toher aid in a range of industrial issues. Rogers has con-siderable experience in human capital management ina broad range of areas including strategy, design, and

implementation of new HR service delivery models, HR outsourcing, andincreasing the productivity of people through workforce transformation.Her main focus is on helping leading multinational organizations achievebusiness transformation through changes in processes, people, and sys-tems. With more than 20 years’ experience in business and consulting, shehas assisted a large number of clients in both transforming their HR func-tion and driving talent and performance with the people in the organiza-tion. Rogers has authored columns and whitepapers around e-HR, HRbenchmarking and performance management, HR SSC and outsourcing.She joined IBM more than 17 years ago after working for General Motors,Cummins Engine Company, and Black & Decker.

JEROME TERNYNCKCEO, MrTedThis Frenchman who never lived in France foundedthe company of which he is CEO and is passionatelydevoted to the talent management industry. In the mid-90s Jerome recognized the pressing need to bring HRprocesses into the electronic age. He created a team todevelop the MrTedTalentLink solution suite, an e-re-cruiting and talent management platform to serve all

types of organizations around the world with full local expertise and sup-port. He has nurtured the growth of MrTed which now has more than 15offices located on five continents, with a solution utilized by over 50,000users across 100 countries. Jerome also created The People DifferenceGroup, a recruitment consultancy firm based in Prague. He holds a Mas-ters degree in Business from Dauphine Business University, France.

REBECCA SCHOLLVice President, Corporate Marketing, ACSHRO’s best and brightest multilingualist joined ACS in2004 from Gartner, where she was an analyst. Now, shemanages strategy development, marketing, branding,analyst and media relations for ACS. Scholl is respon-sible for developing ACS’s BPO value proposition inEurope, providing market intelligence, assisting in over-

all European marketing efforts, helping form partnerships, identifying ac-quisition candidates, and developing influential business relationships. AtGartner, she was a principal analyst in charge of BPO research, focusingon HRO, FAO, and offshore outsourcing. She earned an M.S. in manage-ment from the Community of European Management Schools at theÉcole des Hautes Études Commerciales in Paris and a degree in interna-tional economics at the Institut d’Études Politiques de Paris. She is fluentin English, French, Spanish, and Russian.

DOMINIQUE THOMANNVP & General Manager GlobalView Europe, ADP ES EuropeHelped launch the payroll giant’s operations in Pragueto take advantage of the city’s ability to attract askilled, multilingual employee base. (Biographical in-formation unavailable.)

JEREMY TIPPERGlobal Client Development Director, Alexander Mann SolutionsThis founder of Capital Consulting, now a part ofAlexander Mann Solutions, worked to bring the twobusinesses together earlier this year to provide an im-pressive breadth and depth of expertise. Previously, hewas business development director at The Blomfield

Group, and managing director for Robert Walters Resourcing. He earneda degree in banking and finance from Loughborough University.

BILL THOMASHead of Global Outsourcing, HR AccessAfter 15 years at Ceridian, Bill is now head of global out-sourcing with the goal of boosting the development ofHR Access outsourcing strategy across EMEA (Europe,Middle-East and Africa). He will be based in London. Hedescribes his objectives as the development and deploy-ment of HR Access's outsourcing activities worldwide.

BERNARD TOMMASINISVP & GM EMEA, Kelly Services Previously with Accenture, Bernard now manages thestaffing and outsourcing units with European scopefrom his base in Paris. (No biographical informationavailable.)

ANDY VERSTELLEDirector of Operations, Randstad Holding NVAndy helped orchestrate the outsourcing of HRfunctions for electronics giant Phillips in theNetherlands, which pared its workforce from 42,000active employees to 17,000 in a stunning move fol-lowing a series of major divestitures. In evaluatingoutsourcing offerings, Phillips considered several op-

tions, including a global solution, a multi-country solution, and a sin-gle-country solution. It opted for the last option, signing a contractwith Randstad, one of the largest temporary and contracat staffing or-ganizations in Europe, which has evolved over the past several yearsto provide HR outsourcing solutions as well.

RUDY VANDENBERGHEGlobal Accounts Executive, NorthgateArinsoThe thinking-person’s European HRO expert took hisknowledge from Arinso to the newly formed North-gateArinso HRO entity last year following the mo-mentous merger. Vandenberghe develops the businessconsultancy practice and leads international sales formajor companies such as IKEA, Unilever, and Ford,

developing innovative service delivery models. In 2003, he concludedthe first major comprehensive BPO deal in Europe. He is also the found-ing partner and was the managing director of Argus Integrated Solutions(later ARINSO) in the Netherlands. He developed the subsidiary modelfor ARINSO and went on to achieve estimated revenues of nearly €12million and a 120-employee-strong workforce in 1999. He pioneered thebusiness for major customers such as Shell, Fortis, DSM, and the Dutchpublic sector. In 2000, he assumed the role of regional director for theNetherlands and the UK. He stabilized the U.K. subsidiary and installedan organizational growth model which allowed the Dutch operation togrow to 250 people and €26 million in 2001, by far the biggest operationin ARINSO. We expect great things from him, post-merger.

JACQUES VAN DEN BROEKMember of the Executive Board, RandstadEurope’s RPO brand leader’s HRO captain joined Rand-stad in 1988 as branch manager. After joining the exec-utive board in 2004, he took responsibility for Belgiumand Luxembourg, France, Poland, Czech Republic, Slo-vakia, Switzerland, and more. A true pan-European.


Documents

P. 21-29(HROESS)0919:Layout 1success at Unilever in planning a strategy for HROA Europe, which he co-chairs, identifying must-win battles for the association. (For more on Guy-Joel,