Operation Center

In 2024, the strategic priorities of the Operation Center included the use of Robotic Automation and Artificial Intelligence (RPA&AI) technology in the Bank, launching the operational transformation project, optimizing operational processes, reducing the number of incoming calls, preparing the Emergency/Disaster Action Process Plan (EDAP Plan), and taking other necessary measures to strengthen the Bank’s resilience.
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In 2024, Ziraat Katılım Operation Center primarily worked on the use of IT and operational transactions business family RPA&AI technology. The Bank aims to increase efficiency in operational work by contributing to the standardization, improvement, and development of workflows for the work and transactions performed manually at the Bank.
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As part of the Operational Transformation project, which was launched in 2024 in line with the Bank’s strategic priorities, the automation, process optimization, virtual assistant, and performance scorecard transformation steps are planned to be completed in 2025.
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Other activities carried out by the Operation Center in 2024 are listed below.

• A 24/7 shift system was introduced to ensure that transactions that can be subject to fraud can be investigated as quickly as possible.

• With the Portfolio Management arrangement under the Branch Operations Coordination, it was ensured that branches are managed/coordinated with operational portfolio distribution.

• Singularization of Cheque Notifications was completed.

• Accounts of individual and single shareholder/authorized legal entity customers started to be opened via digital document approval.

• The query of power of attorney and the check of dismissal of proxy for each transaction made by the proxy such as withdrawal, remittance, EFT, foreign currency transfer, etc. has been enabled to be performed by the system instead of manually.

Emergency Preparedness

In 2024, Business Continuity Plans were updated, along with their annexes, and the relevant changes were approved by the Board of Directors and posted on the Bank’s internal communication portal.
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Ziraat Katılım, which aims to increase its corporate resilience in line with its goal of becoming the leading participation bank of the financial ecosystem, has prepared a Disaster Emergency Process Plan (EDAP Plan) to be prepared for possible Marmara Earthquake and disaster situations.
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The EDAP Plan, which was developed by taking advantage of the experiences gained during the Kahramanmaraş- centered earthquakes that struck on February 06, 2023, aims to minimize the Bank’s, employees’ and customers’ exposure to damage in case of disasters and to minimize the operational, financial, legal, and reputational adverse effects. Under the Plan, preparations have been made for the measures to be taken for the Bank to continue its operations in all disasters/emergencies and the responsibilities and duties of business units and branches have been determined in detail.

In 2024, Disaster Center Tests were conducted and it was ensured that the Bank was ready for any Information Systems interruptions that may occur.

2025 Projects

Under the projects and studies that the Operation Center unit will focus on in 2025, the following matters are planned:

• Increasing operational efficiency by disseminating RPA & AI technology in the Bank’s business and transaction processes,

• Completing the Operational Transformation Project by the end of 2025,

• Launch of the new Fraud Module,

• Completing the Performance Scorecard Integration (ERP) project, which was initiated in accounting operations in line with the goal of digitizing the performance scorecard of the departments under the Operation Center, throughout the Bank,

• Fulfilling the IWT transformations of the screens within the Banking Operations Department,

• Putting the Emergency Disaster Action Plan (EDAP) into effect in case of a possible Marmara Earthquake,

• Transition to Active-Active ODM structure for ODM tests,

• Providing the Virtual Assistant service as a digital solution that can respond quickly, accurately, and uninterruptedly to the needs of employees and, at a later stage, customers, by making use of the Bank’s information resources more effectively,

• Reducing the telephone traffic from branches to the Operations Business Family and other Headquarter units, enabling employees to access the information they need more quickly.