Summary
Overview
Work History
Education
Skills
Timeline
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Koray Mertler

Summary

Seasoned product management professional with over 8 years of experience, progressing from an analyst to a managerial role overseeing various aspects of product management including technical support, change management, and most recently as a Product Owner. Thrives in collaborative environments focused on achieving progress, with a proven track record of independently identifying strategic opportunities and successfully realizing their benefits. Specializes in the shipping and logistics industry but eager to leverage existing skills in a new industry while acquiring new ones.

Overview

5
5
years of professional experience
3
3
years of post-secondary education

Work History

Business Process Management (BPM) Assistant Manager/Product Owner

Ocean Network Express Singapore
04.2024 - Current
  • Organising, preparing and facilitating multiple face to face ‘Service Design/Product Design’ workshops, with global participation. The workshops serve as the primary channel of ideation for the user requirements of the new core system of the company
  • Assigned as an ‘agile’ Product Owner for two development scrum teams based in Vietnam, for the new (in development) system. Responsible for providing a clear product vision, refined user requirements and ultimately the technical output and quality of the teams, ensuring that it is meeting the requirements of the key stakeholders
  • Initiated from idea to execution a communication framework used by myself and adopted by other product owners to regularly collaborate with key business stakeholders to ensure product awareness, engagement and to shape the product development
  • Initiated and designed from idea to execution a roadmap for product release management, a detailed and standardised plan to enable successful release of each ‘Minimum Viable Product’ of the new system

Business Process Management - Manager (transitory role)

Ocean Network Express UK
08.2023 - 03.2024
  • Co-designed and implemented the re-structuring of the BPM team to be ready to support the company in anticipation of significant future organisational changes
  • Put into place multiple working procedures based on the needs of the user community and the strategic objectives of the department
  • Organised and lead workshops with a diverse range of cross-functional stakeholders in the Europe & African region for the collection and substantiation of painpoints and ideas, for the purpose of having them addressed in our new and upcoming core system and to share with our company Global Head Quarter

Regional Service Desk - Manager

Ocean Network Express UK
01.2020 - 08.2023
  • Responsible for the service management and service quality of the team that provided technical support to the company’s core system, with 1000+ users across Europe & Africa
  • Implemented a ‘self-service’ strategy whereby the team created the ‘how to’ guides relevant to the most frequent support requests they would receive from the users. Also implemented a ‘self-service workflow whereby users could directly submit support requests via ServiceNow instead of email
  • Years of optimising the Servicedesk enabled the headcount of the team to gradually reduce from a starting point of 8 full time employees (onshore), to an eventual 2.5 (offshore) employees, whereby I lead the outsourcing to a BPO in Manila, from proposal to execution

Education

Bachelor of Science - Maritime Business and Maritime Law

University of Plymouth
01.2011 - 01.2014

Skills

  • Product Management
  • Agile Methodologies
  • Service Design

Timeline

Business Process Management (BPM) Assistant Manager/Product Owner

Ocean Network Express Singapore
04.2024 - Current

Business Process Management - Manager (transitory role)

Ocean Network Express UK
08.2023 - 03.2024

Regional Service Desk - Manager

Ocean Network Express UK
01.2020 - 08.2023

Bachelor of Science - Maritime Business and Maritime Law

University of Plymouth
01.2011 - 01.2014

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Koray Mertler