Operation Center

Operations Center activities are carried out in line with the Bank's objectives of efficiency, digitalization, and operational resilience. In this context, reducing repetitive manual processes, standardizing workflows, and enabling end to end automation are prioritized. While the effective use of RPA technology reduces operational workload, operational efficiency is enhanced through the simplification and improvement of workflows.

Artificial Intelligence and RPA Applications

As of 2025, a total of 98 processes across 8 business families and 21 departments have been automated throughout the Bank using RPA technology. Through robots integrated with core banking systems, processes such as enforcement, inquiry, fund transfers, lien releases, and enforcement package controls are carried out automatically. In addition, data has been integrated from applications such as Fidelity, EDM KEP, PTT KEP, and FinArt, enabling cross platform integration; reports are generated and delivered electronically to relevant business units and branches. Furthermore, official correspondence received from public institutions is processed and workflows are managed through the core banking system, contributing to shorter processing times.

Within the scope of digitalization and artificial intelligence initiatives, the documentation infrastructure for the implementation of an AI supported Virtual Assistant project has been established, and completion of server installations by Ziraat Technology is awaited. In addition, development efforts for the new Fraud Tool are ongoing, aiming to enhance the effectiveness of the fraud module through the use of artificial intelligence technologies.

As part of the expansion of RPA technology, collaborative efforts are carried out with other business lines and business families within the Bank. Processes related to the renewal of queue management devices are being conducted in coordination with the Information Technologies Department. The development of the Virtual Assistant chatbot continues in collaboration with Ziraat Technology, while regular training sessions are provided to branch operations personnel. The use of RPA and artificial intelligence technologies has initially been implemented within the Information Technologies and Operational Transactions business family, and the rollout of these applications across the Bank is ongoing.

Digitalization in Operational Processes

Within the scope of digitalizing operational processes, various applications serving different functions have been implemented under the following areas:

• Enabling account opening for all legal entity customers with sole authorization through digital document approval
• Monitoring transactions conducted via ADK on a 24/7 basis
• Completion of system enhancements for the transfer of dormant accounts to the SDIF
• Automatic transfer of denominations counted by cash counting machines to transaction screens
• Automatic rejection of transfers to risky beneficiary accounts through BKM SIPER integration

Through these applications, it is aimed to shorten processing times, reduce the risk of manual errors, and strengthen security and control mechanisms within operational processes.

In 2025, significant improvements were implemented to enhance customer experience and operational efficiency. Account opening through digital document approval was enabled for all legal entity customers with sole authorization, and bulk customer data inquiry and verification processes were improved. Account opening screens were simplified, contact account opening screens were unified, and an automatic block removal process following digital document approval was introduced. In addition, responses to correspondence with registered electronic mail addresses were enabled to be sent via KEP, resulting in financial and operational savings.

Operational Transformation Project

Within the scope of the Operational Transformation Project, numerous initiatives were carried out in 2025 focusing on process optimization and traceability. Copy paste and footnote features were introduced in the Document Management System.

Information processes related to cheque and promissory note transactions were improved, and the cheque standardization project was implemented to establish a more traceable structure. Progress related to branch and head office performance scorecards is regularly monitored through robotic processes included in the project scope.

Disaster and Emergency Preparedness

In line with the Emergency and Disaster Action Plan, efforts are ongoing to ensure the Bank's operational continuity in the event of disasters and emergencies. In 2025, procurement processes were initiated for three satellite phones to be used in emergency situations. In addition, Emergency Operations Center testscompleted in the previous period have strengthened preparedness against information system disruptions.

Future Plans

In the upcoming period, it is aimed to increase the use of advanced technologies in Operations Center activities. In this context, the implementation of agent based artificial intelligence (Agentic AI) and large language model (LLM) technologies is planned to simplify operational processes, minimize risk factors, and enhance customer satisfaction by increasing processing speed. It is also targeted to make the Virtual Assistant Project available to all personnel, to implement the new Fraud Tool, and to complete development requests under the Operational Transformation Project. Furthermore, within the scope of the Emergency and Disaster Action Plan, the procurement of two panel vans, ten living containers, and two container branches is planned. Integration of the Ziraat Cash Request Application will be implemented to enable the management of cash group transactions from a single screen. SGK e enforcement integrations will be established to automate fund transfer processes related to SGK enforcement cases. Process improvement initiatives will also be carried out for passbook and safe deposit box screens. In addition, it is planned to establish an advanced reporting infrastructure for robotic processes.