İŞBANK ANNUAL REPORT 2014

ACTIVITIES

İŞBANK

ANNUAL REPORT 2014

Improving business process efficiency

in the Shared Services Center through

the Operational Excellence Program

İşbank has a vision of delivering services

through a leading, innovative, efficient

and low-cost structure in the sense of

centralizing operational transactions.

Conducting operations under ISO 9001

quality certification, İşbank’s Shared

Services Center has provided quality-

focused services aimed at enhancing

customer satisfaction and alleviating

operational workloads at the Bank’s

branches since 2005.

Some of the major activities at the Shared

Services Center include:

EFT and money transfer orders, social

security premium payments and salary

payments of contracted organizations,

foreign currency transfers and SWIFT

transactions,

checks and promissory notes

transactions,

foreign trade operations and foreign

currency transactions,

commercial loan transactions,

credit card operations,

NPL monitoring and tracking operations,

all back-office operations related to

credit cards and POS terminals,

tax, accounting and payment operations,

and

querying and processing demands of

regulatory authorities.

While the number and scope of

transactions of the Shared Services

Center have increased on a daily basis,

work to further improve the processes

there continues unceasingly.

İşbank has achieved significant

improvements through the Operational

Excellence Program, which was initiated

in 2013 with the aim of increasing the

effectiveness and efficiency of business

processes at the Bank. Under this program,

in which processes are individually

examined and improved, approximately

250 transaction types, such as letter of

guarantee and retail loan pricing, were

improved and moved to the new process

tool by end-2014. As a result, the Bank

recorded increases in the effectiveness

and efficiency of operational processes,

significant enough to be reflected in overall

company indicators. The technological

infrastructure related to operational

processes also achieved a more sustainable

structure, and is now open to rapid

development.

Efforts to improve the technological

infrastructure continue.

İşbank continued to invest in the Bank’s

technological systems infrastructure in

2014, as well. During the year, the following

work was carried out:

simplification of software architecture,

improvement of Data Center system

infrastructure to manage business

continuity at international standards.

The Bank plans to put innovations and

improvements into practice in 2015 and

2016.

Highlights of R&D activities

In order to gain a competitive advantage by

increasing the efficiency and quality of the

Bank’s institutional capabilities and banking

applications, strategically important project

activities were carried out in 2014. These

efforts included:

transformation of core banking

applications,

development of processes related to

operational excellence,

extension of the new generation loan

collection tracking and monitoring

program related to non-performing loans,

and

transfer of retail loan allocation

processes to a single platform.

In 2015, as a part of the Bank’s

sustainability strategy, a comprehensive

and long-term IT programwill be

implemented. The program targets the

following:

creating a new data center,

simplifying the technical architecture

platforms used in the information

technology field,

increasing the efficiency of banking data

management, and

renewing the core banking applications

with data quality processes.

In the coming period, the Bank plans

to take necessary steps to establish

new systems infrastructures that will

strengthen the perception of İşbank as

the banking institution that best knows

and understands customers. To this

end, applications and programs that will

transform all of the banking channels

from being transaction-based to being

relationship-based are scheduled for

implementation.

Maintaining a market position as a leading, pioneer and

trustworthy bank, İşbank proactively responds to customer

demands and expectations with innovative and trend-

setting products.