Ozgur Ay Email & Phone Number

London, England, Gb

London, England, Gb

London, England, United Kingdom

Ownership and governance of all ITIL and IT service management process & policies for the programs responsible for. Covering all the existing services, any newly acquired entities and 3rd parties in various countries for “Service Readiness”, “Service Management” and “Service Enablement” best practices.Actively worked and played a key role in “New Payment Platforms” which is the recently introduced non-card business of Mastercard. Account-to-account payments, intra-bank money transfers, salary, pension and utility bill payments which are under “national critical infrastructure” and regulated by central banks. • Designed and implemented interim and end state operating models (service design) approved by customers and regulators. Provided technology consultancy to enable regional expansion and growth.• Executed migrations for customers and multiple live applications under the critical national infrastructure category from acquired entities into Mastercard environments with minimal impact on customers.• Created high performing business operations teams and applied ITSM best practices in Turkey, Poland, UK, Denmark, Norway and Ireland for various entities and programs. (50~100+ FTEs in reporting line.)• Decreased the number of incidents significantly implementing enhanced change & incident management, production launch list controls and blame free post-mortem processes.• Increased efficiency while decreasing human error by automation and DevOps practices.

Istanbul - Turkey & Warsaw - Poland

Led the “Business Operations Teams” of Mastercard Payment Transaction Services for Istanbul (Turkey) and Warsaw (Poland) offices as “Assistant General Manager - Country Head of Operations” responsible against the Central Bank. Involved in establishment of the “Business Operations” culture in Mastercard.

Istanbul, Turkey

Planned and led all the functions to re-design and increase the usage, revenue, efficiency and customer satisfaction of the self-service channels. Delivered innovative ideas and solutions regarding customer care.• Unified and simplified the multiple self-service channels/applications under a single application.• Implemented additional services for customers and added sales/collection functions for self-service channels to increase revenue.• Doubled the usage of the alternative delivery channels resulting with a significant decrease in the volume of calls in the call centre which enabled an important cost saving for the company.(Turk Telekom providing fixed line/land line telecommunications services + AVEA providing GSM/Mobile phone operator services + TTNet providing broadband internet and IPTV services.)

Istanbul, Turkey

100M$ E-Commerce start-up company. Equal share joint venture between SK Holdings - South Korea and Doğuş Holdings – TurkeyJoined as a “Subject Matter Expert” during the initial phase of the project to coordinate the needs within the business teams and to lead the technical integration points with various 3rd parties. Accepted the role as the “Service Planning Director” and “Acting CTO” shortly after joining the company, on request from the CEO.Led and managed the multi-cultural IT team, which consisted of Korean and Turkish members, regarding the development, functionality, planning and testing of the e-commerce platform. Not only planned the new requirements and change requests within the teams but also coordinated the technical details with 3rd parties such as logistics, payment systems, payment gateway, accounting, reporting, contact centre.• Planned and managed the IT budget (~15M$/year), led all the IT infrastructure & data-centre related activities, including data privacy and IT security. Managed all the 3rd party IT contractors and vendors.• Executed a successful go-live on the planned date. Created various technology teams from scratch, took over the platform code from the 3rd party contractors to local teams with a smooth transition.• Delivered “Data-warehouse” and “Business Intelligence” projects with the already existing resources to enable critical real-time sales/revenue dashboards and reports for executive management.• Established “IT Governance” and completed the PCI-DSS (Payment Card Industry – Data Security Standards) project in parallel with the growing volumes of credit card transactions on the platform.• Planned and completed a data-centre move due to growing volumes and IT equipment size with minimal downtime and customer impact.

Istanbul, Turkey

Managed a team of analysts responsible for planning, coordination, analysis, design and testing of Audit and Compliance related projects, Fraud Prevention System, System Security Platform and Document Management SystemSome of the major projects involved are as follows :• Implementation of World-Check in customer creation and money transfer processes. (World-Check is an international risk intelligence repository containing detailed profiles of terrorists and those who finance terrorism, money launderers, fraudsters and many other high-risk individuals and entities.)• Design and implementation of a new AML – Anti Money Laundering detection system.• Design and implementation of “Credit Bureau – KKB” inquiry application for “Commercial and Corporate” customers.• Design and implementation of new “TCMB – Central Risk Assessment” - RSB inquiry and reporting facility.• Design and implementation of “Customer Document Scanning and Verification System” infrastructure which is currently integrated with various banking processes.• Document Management and World-Check infrastructure integration for Garanti Luxembourg Branch aligned with the legal requirements of local authorities.• Implementation and integration of various anti-fraud monitoring and predicting solutions provided by Fair Isaac Company)• An intelligent branch queue management system with customer segmentation and sales perspective.

Istanbul, Turkey

Garanti Technology – Business Analysis Dept. Manager – Alternative Delivery ChannelsManaging a team of analysts responsible for “Alternative Delivery Channels” applications including ATM’s, Internet Banking, Mobile Banking and Call Center platforms. Some of the major projects involved are as follows :• Design and implementation of “CepBank” which enables money transfers via SMS and allows non-customers to be the beneficiary. • Implementation of a “Dynamic Product Offering” system allowing users to create targeted marketing campaigns for specific products and customers to be run on ATM’s and internet banking.• Implementing “Cardless ATM Transactions” for the first time in Turkey.• Implementations enabling customers to login to ATM’s and Internet Banking using their legally binding “Digital Signatures” provided from mobile operators, for the first time in Turkey.• Implementation of innovative business logic for many payment transactions with the installation of “Coin dispensers” to ATM’s for the first time in Turkey.• Implementation of IPCC infrastructure to Call Center via CISCO Systems and adding improved features which transformed the “call center” to a “contact center”.• Implementation of a speech recognition project enabling customers to get their credit card PIN’s on the phone without any human operator interaction.• Implementation of Turkey’s first Chinese language ATM application to be used with CUP (China Union Pay) Cards.• Design and implementation of various “Campus Card” and “e-wallet” applications.• Gap analysis to port the Garanti Bank banking software to Budapest Bank (Hungary) by also taking into consideration the local rules and regulations and specific local market needs.• Adaptation and implementation of Garanti Bank banking software into GBI Romania.• TL to YTL and YTL to TL Currency Conversion for all alternative delivery channel applications without any system cut- off time (the unique example in Turkish banking sector)

Istanbul, Turkey

Started in 1995 as a "Management Trainee" and joined the "Business Analysis and System Development" team which was freshly established within the Bank organization.Main roles and responsibilities were analysis, design and testing of new IT needs of the Bank.I was promoted as Project Leader in year 2000.The department merged in to the IT Company of the Group - Garanti Technology - at 01.01.2002Major projects involved were as follows :• Involved in "Business Process Redesign" - (BPR) project of Garanti Bank with IBM Financial Consulting U.K. as a member of the BPR team.• Implementation of MIDAS - KAPITI Banking Software (Currently known as MISYS) to Garanti Bank Malta Branch, including the integrations with Garanti infrastructure in Turkey.• Full responsibility of the EFT - Electronic Funds Transfer system of Garanti Bank on the Business Analysis side.• Full responsibility of ATM Applications as a Business Analyst• New ATM user interface design with NCR Consulting Services during the implementation of multi vendor WOSA/XFS ATM application.• Various implementation and/or enhancement tasks of many credit card applications• Various implementation and/or enhancement tasks of many retail banking applications such as Excess Liquidity Management Account, known as ELMA product.

Master'S Degree (Msc.), Civil Engineering, With Hons.

Private High School