Summary
Overview
Work History
Education
Skills
Gastronomy, Surfing, Snowboarding, Travelling
Timeline
Generic
Ádám Madarász

Ádám Madarász

Senior Knowledge Management Lead For FinCrime
Budapest,BU

Summary

Experienced Senior Lead specialising in Customer Experience, Operations, and Financial Crime with a global track record in the Fintech industry. Renowned for building high-performing teams that consistently deliver exceptional results and exceed customer expectations.

Demonstrated success in implementing impactful initiatives focused on performance management, continuous improvement, talent retention, governance structures, and leadership development.

Possessing a strong customer-first mindset, well-versed in best practices for managing operations, driving continuous improvement, and overseeing end-to-end processes, along with global projects in people and performance management.

Achievements in Customer Experience strategies and projects reflect my belief that the foundation of Operational Excellence is rooted in the commitment to continuously developing and empowering teams, fostering trust, and establishing clear structures and processes.

I thrive in analytical, creative, and strategic roles, such as shaping the global vision and defining the direction for Operational and Service Delivery teams. I place special emphasis on employee engagement and satisfaction, as I believe this is the key to achieving customer satisfaction.

Overview

11
11
years of professional experience

Work History

Senior Knowledge Management Lead for FinCrime

Wise
Budapest
01.2024 - Current
  • Responsible for developing and executing Knowledge Management Strategy for Global FinCrime Operations Teams, comprising over 800 full-time employees across AML, Fraud, Sanctions and Reporting teams hence improving operational efficiency in Financial Crime investigations.
  • Managed and improved documentation of operational workflows, mitigating knowledge loss by implementing effective Knowledge Retention Cycle.
  • Currently leading and supporting a team of 4 Knowledge Management Leads with 12 experts in each team to ensure implementation of efficient, sustainable Knowledge Management Strategy while keeping my teams lean.

Head of Strategy & Operations, Co-founder

Okkul Eyewear
Budapest
04.2020 - 02.2024
  • Drove process improvements that led to cost savings and increased profitability for the company.
  • Develop and implement strategic plans to identify and enter new markets, analysing market trends, customer needs, and competitive landscapes.
  • Collaborate with cross-functional teams to tailor product offerings and marketing strategies to local preferences and regulations.
  • Establish partnerships and alliances with key local stakeholders to facilitate market entry and growth.
  • Oversee the development and optimisation of manufacturing processes to enhance product quality and efficiency.
  • Implement cost-effective manufacturing techniques and technologies, focusing on sustainability and scalability.
  • Coordinate production to ensure new product designs are efficiently transitioned into manufacturing.

Global Knowledge Management Lead for FinCrime

Wise
Budapest
02.2023 - 12.2023
  • Building process databases, monitoring, measuring impact and coordinating how knowledge is captured, shared and applied within the organisation.
  • Working closely with cross-functional teams to coordinate knowledge dissemination efforts and ensure alignment with organisational goals within the Financial Crime division.
  • Leading large knowledge base and process redesign projects with Agile Project Management approach, building process directories for both audit and agent case handling purposes.
    Successfully supported and led the team through people and performance management, organising training, coaching and mentoring.
    Successfully managed high-impact projects focused on optimising operations and enhancing collaboration across global and FinCrime teams. Provided critical 24/7 support during the highest severity category incidents, effectively stabilising situations and mitigating risks with positive feedback from FinCrime Operations Heads.
  • Developed robust Capacity Management Plans, ensuring balanced workloads and improved SLAs, receiving positive feedback from team leads across the organisation.
  • Improved communication and collaboration between cross servicing and investigations teams by identifying communication gaps and streamlining processes.

EMEA Senior Team Lead & Operations Management

Wise
Budapest
10.2020 - 01.2023
  • Oversaw the Budapest site across the EMEA region, managing a Customer Support Operations team of approximately 80 agents and leaders.
  • Effectively led and developed a team of 6 Operations Managers in Customer Support. Significantly improved Service Levels from 60% to over 80% on-time responses within the EMEA language teams by implementing a standardised framework for capacity versus demand calculations.
  • Crafted and executed a strategy for organisational restructuring in the EMEA Support Operations team by analyzing key support metrics and the performance of customer issues across assisted channels.
  • Enhanced productivity, efficiency, customer satisfaction (CSAT), and first contact resolution (FCR) by reducing agents' cognitive load through the establishment of issue-based clusters and the formation of teams with highly skilled specialists.
  • Successfully developed and implemented a strategic plan for the EMEA Customer Support Operations teams, covering planning, budgeting, and setting objectives to boost quality, productivity, and efficiency in the region.
  • Expanded the Customer Support Operations team from 120 to over 400 FTEs by designing and executing a recruitment strategy, leading more than 300 interviews in less thank 3 years.

EMEA Customer Support Team Lead

Wise
Budapest
04.2018 - 09.2020
  • Analysed performance metrics to identify areas for improvement and develop action plans accordingly.
  • Consistently exceeded established KPIs related to speed of resolution, customer satisfaction, and team performance.
  • Managed a team of customer support representatives, ensuring consistent quality in service delivery.
  • Mentored new hires for seamless integration into the customer support team.
  • Implemented effective escalation procedures to promptly address urgent or complex customer concerns.
  • Ensuring high level capacity planning to be sure that my team reached weekly and monthly SLAs.

Event & Communications Manager

British Chamber of Commerce in Hungary
Budapest
11.2013 - 03.2018
  • Organize and supervise the execution of Chamber events and coordinate programmes to ensure successful outcomes.
  • Plan and manage both corporate and community events, leveraging strategic event planning skills.
  • Oversee social media activities and manage website content, including invitations, event reports, photos, and news updates.
    Manage electronic newsletters by curating content, writing articles, and overseeing testing and distribution.
  • Maintain effective communication with members, partners, sponsors, and Special Interest Group (SIG) heads.
  • Utilize strong communication and internal communications skills to foster relationships and improve partnership engagement.
  • Apply strategic thinking and team management skills to enhance event execution and member engagement.
  • Develop strategies to improve the Chamber's visibility and outreach through coordinated communication efforts.

Education

Bachelor of Arts - English Language And Literature

Kodolányi János University
Budapest, Hungary
04.2001 -

Bachelor of Science - Business Administration And Management

Budapest Metropolitan University
Budapest, Hungary
04.2001 -

Certification - Astrobiology

HarvardX
04.2001 -

Certification - Solar Systems Astronomy

Arizona University
04.2001 -

Skills

  • Strategy

  • Operations Planning and Management

  • Team Management

  • Process Improvement and Optimisation

  • Lean Manufacturing

  • Customer Service Operations

  • Communications

Gastronomy, Surfing, Snowboarding, Travelling

I’m passionate about surfing and snowboarding, these, alongside my love for gastronomy fuels my travels, as I explore new destinations and savour diverse cuisines. These interests keep me adventurous and curious, adding a fun and dynamic balance to my life.

Timeline

Senior Knowledge Management Lead for FinCrime

Wise
01.2024 - Current

Global Knowledge Management Lead for FinCrime

Wise
02.2023 - 12.2023

EMEA Senior Team Lead & Operations Management

Wise
10.2020 - 01.2023

Head of Strategy & Operations, Co-founder

Okkul Eyewear
04.2020 - 02.2024

EMEA Customer Support Team Lead

Wise
04.2018 - 09.2020

Event & Communications Manager

British Chamber of Commerce in Hungary
11.2013 - 03.2018

Bachelor of Arts - English Language And Literature

Kodolányi János University
04.2001 -

Bachelor of Science - Business Administration And Management

Budapest Metropolitan University
04.2001 -

Certification - Astrobiology

HarvardX
04.2001 -

Certification - Solar Systems Astronomy

Arizona University
04.2001 -

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Ádám MadarászSenior Knowledge Management Lead For FinCrime