2007 – 2011 ING BANK A.S.TURKEY
SENIOR VICE PRESIDENT
The company is the seventh biggest privately owned bank in Turkey with 359 branches and EUR 7.2
billion of assets.
Markedly improved customers’ perception of the quality of services they received, through driving
improvements, engaging appropriate in-house or external personnel, obtaining commitments to
ongoing improvement and, overall, improving the customer’s experience.
Improved the software development cycle by 10%.
Successfully eliminated security and access leakages.
Decreased IT FTEs and associated technical infrastructure procurement costs by between 30% and
Established enterprise-wide CRM services (Unica).
Successfully aligned and delivered CRM activities during the initial transition period in line with
Took responsibility for the overall health of CRM activities in the bank and demonstrate
the ongoing value to upper management
Oversee the quality of the work done by the technical teams, and drive the discovery of
new projects adding value to the bank
CRM Project board presentation sessions planning and presenting
Driving the execution of the CRM Master plan
Be directly responsible for the results of the CRM implementation without any decrease in
the customer satisfaction
Mentor and manage both the Marketing, ADC and IT team
Software Development, process improvements, MIS reporting, performance management.
2001 – 2007 OYAK BANK, ISTANBUL
SENIOR VICE PRESIDENT
Founded in 1984, Oyak Bank was a leading bank in the Turkish market with 5900 employees and a market
share of approximately 3%. It offered a full range of banking services with a focus on retail banking. The
bank had 1.3 million active retail customers and 13,500 SME customers. In total it had 365 branches
throughout Turkey, with a good representation in all major cities. It was purchased by ING Bank in 2007.
Established a well-founded service delivery philosophy in Oyak Bank, including the introduction of
strategic review reports; initiated quarterly team meetings, influenced the improvement of working
practices and directed service delivery meetings in support of major customers.
Established enterprise-wide data-warehouse (Oracle,MS SQL ) and reporting services
(Hyperion,Oracle, MS SQL).
Managed the information workflow in two IT data rooms facilitating the eventual successful sale to
Successfully managed the IT change during the procurement of Sumerbank by Oyak Bank, later
acquired by ING Bank.
Instrumental member of the team that prepared SLA agreements between Oyak Bank and its
service providers in preparation for the sale to ING.
Software Development, MIS reporting, process improvements.
2000 – 2001 DOGAN ONLINE
Dogan is Turkey’s largest media company.
Implemented the MIS/reporting system and managed the whole CRM process including the call
Increased market share by between 20 and 30%.
Managing call centre operations, customer relations.
1997 – 2000 NCR
DATA WAREHOUSE CONSULTANT
Successfully implemented a number of data-warehouse projects in EMEA region.
Significantly increased customer satisfaction and procurement rates of Teradata.