2012 - Present
Analyzing and determining business requirements, designing systemic and nonsystemic process and user interfaces, carrying out analyses with IT department, testing on UAT and Pre-Production, tracking and reporting production performance, preparing user’s manual and circulars, training users. Some of puclicly-known projects : Esnafa SMS Kredi, Esnafa WEB Kredi, Bir günde Esnaf Kredisi.
Developing decision support systems which are currently handling more than %50 of the workload via automatic decision-making, reducing overall operational and sunk costs.
Analyzing customer behavioral data on regular basis to monitor and detect changing trends, business needs, setting and implementing business strategies accordingly.
Carrying out KPI and SLA calculations, analyzing data to set objectives and target, reporting to Budget, Quality Management and upper management, analyzing the realized values periodically for continuous improvement.
Managing workload of the department, taking action due to changing conditions, ensure that SLAs, KPIs and other performance indicators are achieved.
Replying issues&offers arose, developing solutions both for Solution Center and branches.
Consulting to demanding departments about the corporate loans process and policies.
Training branch and head office personnel about the changes and updates on corporate loans system.
Working with marketing department to determine appropriate customers from the customer database for various marketing campaigns and crm activities, executing their operations on corporate loan system (credit cross-sell, prolonging validity date etc.), reporting the outputs for the customers to be contacted.
Worked with third party consultant firm for benchmarking and comparative analyses; gathering data from the concerning departments and consolidating it to desired format, analyzing the feedbacks.