Ozgur Ay Email & Phone Number

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.
• 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.

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.
• 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.
• 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.
• 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.

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.
• 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.

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.
• 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.

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

Private High School