Serco Expands Capabilities in the Americas

Jul 11, 2012, 08:49 ET from Serco

ARLINGTON, Va., July 11, 2012 /PRNewswire/ -- Serco, the $7B international managed services company, today announced its commitment to further expand its private sector Business Processing Outsourcing (BPO) capabilities in North and Central America.   In the past year, Serco's new Global Services division has grown to become one of the worlds' top 20 BPO providers.  Serco has focused its efforts on building strong customer loyalty while acquiring the capabilities of international outsourcing vendor Intelenet and specialist contact center and customer service providers The Listening Company in the UK, and Excelior in Australia.   Through its current BPO business in the Americas, Serco has already added over 400 jobs in 2012.   With locations in Fargo, ND and Campbellsville, KY approaching capacity, the company is poised to add additional centers in the U.S. later this year. Serco will also be looking to expand at its Guatemala facility in Central America.

Serco's customers around the world are increasingly looking for more end-to-end services that combine the kind of traditional frontline services that Serco already provides, with the middle and back office operations delivery capability of the new BPO division.  That end-to-end solution makes Serco a different kind of BPO partner - one that can seamlessly integrate essential frontline delivery capabilities with middle and back office operations.  Serco will continue the delivery of mission critical services to the Federal government  and other key frontline customers in North America. 

Serco's new Global Services division in the Americas is led by the following seasoned industry veterans with highly complementary skills:

Steve Sieke has been appointed Chief Executive Officer. Steve brings more than 30 years' experience building and leading high-profile businesses in the federal and private sectors.  Steve's previous role was running Serco's Federal Civilian Services Group, a $600M business focused on providing outsourced essential government services in the Federal, state and local and Canadian markets. Before joining Serco, Steve served as Partner and Federal Civilian Industry leader for IBM Global Business Services and was a long-time Partner with PricewaterhouseCoopers' Washington Consulting Practice, where he led their 1100 member Business Process Improvement and Analysis practice area and oversaw some of the firm's most strategic outsourcing engagements.   

Sas Mukherjee has been appointed Chief Financial Officer and Head of Corporate Development.  Previously, Sas was Chief Sales and Marketing Officer for Intelenet Global Services, acquired by Serco in June 2011. In a career spanning over 22 years, Sas was a Chief Financial Officer at a $38B integrated health delivery system, President at a Globalization and Business Transformation Advisory firm, as well as Partner at a big four management consulting firm where he advised Fortune 50 clients and was founding member of their BPO practice that closed the industry's first billion dollar BPO transaction.

Don Durbin has been appointed Chief Sales and Marketing Officer.  He will be responsible for formulating and executing go-to-market strategies and for building and managing the direct and channel sales teams.  Additionally, Don will be responsible for identifying and closing large opportunities in new and under-served markets.  Don has a 20-year winning track record as Founder and CEO of two start-up system integrators that emerged as industry leaders.  In 2000, he divested his businesses to join the rapidly-expanding global sourcing marketplace.  Since that date, Don has personally sourced, negotiated and closed some of the largest and most complex global outsourcing awards in the industry in senior leadership roles for EDS, CSC and Capgemini.

Vijay Reddy has been appointed Chief Operating Officer and will oversee client managed services delivered from Serco's centers in the U.S. and Central America.  Previously, he was a Senior Vice-President for Intelenet Global Services. Vijay has over 20 years' experience in leading customer service and back office functions for large consumer service organizations. Before joining Serco he was part of organizations like the Standard Chartered Bank, GE Capital and Dell. 

Phil Breddy has been appointed Vice President of Strategic Programs, leveraging the knowledge and expertise of Serco's global industry groups to develop innovative solutions that advance client strategic objectives in the Americas.  Previously, he was a Vice President for Serco's Federal Civilian business group, with responsibility for Serco's strategy and managed services solutions in the Federal, state and local markets. Prior to joining Serco's U.S. business, Phil worked for Serco in the United Kingdom for eight years, where he was responsible for the design of large-scale and innovative technology-enabled managed services solutions in several market sectors.

Christie Cox has been appointed Head of Communications. Christie held a communications management role in Serco's Federal business and will be responsible for driving Serco's brand in the Americas commercial market. She brings over 20 years of communications experience in both private and public sector.

"We are excited about the opportunity to expand our business with the private sector in the United States and Central America," said Steve Sieke, Chief Executive Officer of the Americas region. "There are tremendous opportunities ahead of us. We are fundamentally improving the way our customers serve their customers. We are building new business processes that will continue to innovate, transform and increase efficiency. I look forward to working with our talented team to create exceptional value for our clients and shareholders."

Tom Riall, the CEO for Serco's Global Services division, sees strong growth potential for the U.S. and the rest of the Americas.  In making his announcement, Tom said, "Given the size and strength of the market, we are investing in top industry talent and infrastructure to support our customers' needs.   Steve Sieke is a superb choice to lead the next phase of growth and development in the Americas BPO market.  I am also impressed by the outstanding leadership team that Steve has assembled to offer Serco's global BPO capabilities to this important market."

Serco's Global Services division in the Americas has established its headquarters office in Arlington, Virginia, from where the division already serves a variety of U.S. customers - including industry leaders in Financial Services, Travel, Logistics and Transportation, Hospitality, Retail, Manufacturing and Healthcare.

About Serco's Global Services Division
Serco's Business Process Outsourcing (BPO) capabilities offer middle and back office solutions to public and private sector organizations globally. With a presence in ten countries, 98 locations and a strong workforce of more than 50,000 employees it is among the top 20 global BPO players with onshore, offshore and near shore capabilities in  the US, UK, Europe, Middle East, India, Mauritius, Philippines, Guatemala and Australia. With flexibility in designing solutions to suit client requirements, Serco's BPO capabilities have helped clients to re-engineer processes across industry verticals such as Banking & Financial Services, Travel, Transportation & Hospitality, Healthcare, Logistics, Utility, Retail & Manufacturing, Telecom, IT & Online services, Media, Education and Entertainment. We provide transactional, process and voice support, finance and accounting services, and business transformation consulting, making us strongly placed to provide our customers with a broad range of end-to-end business services.  Serco closely partners with clients to offer a blend of subject matter expertise, operational know-how, innovative technologies and value added services that has provided actionable business insight to its clientele worldwide. As a dynamic global service organization our people have the expertise and intimate knowledge of our customers' markets as well as best practice processes and technologies to exceed expectations. We have the vision, agility and determination to deliver cutting-edge business process solutions and set ever-higher standards in the markets we serve.

About Serco 
Serco is a FTSE 100 international service company, which combines commercial know-how with a deep public service ethos. Around the world, we improve essential services by managing people, processes, technology and assets more effectively. We advise policy makers, design innovative solutions, integrate systems and - most of all - deliver to the public.

Serco supports governments, agencies and private companies who seek a trusted partner with a solid track record of providing assured service excellence. Our people offer operational, management and consulting expertise in the aviation, BPO, defense, education, environmental services, facilities management, health, home affairs, information and communications technology, knowledge services, local government, science and nuclear, transport, welfare to work and the commercial sectors. More information can be found at

Christie Cox
Serco Global Services - Americas