ServiceNow
Szilveszter Pálya
Senior Consultant
Budapest
Summary
Results-driven ops and project management pro with 15+ years across shared services, info sec, HR, and payments. Known for building agile teams, leading complex transitions, and making real impact in global environments. Hands-on with process optimization, change, and stakeholder engagement — all while keeping things running smooth and teams growing strong.
Overview
14
14
years of professional experience
1
1
Certification
2
2
Languages
Work History
Senior Consultant & Trainer
ProMan Consulting Ltd
09.2024 - Current
- Design and deliver impactful, tailored project management trainings for clients across industries.
- Help organizations boost project maturity by setting up PMOs and implementing effective project and portfolio management practices.
- Lead end-to-end process improvement initiatives—mapping, modeling, and optimizing workflows to drive efficiency.
- Support organizational development by aligning structures, teams, and processes with evolving business goals.
Nordics Payments & EU Charges Operations Manager
Citi
09.2023 - 09.2024
- Scoped and launched the EU Payment Charges migration project, delivering a clear 120-day roadmap and aligning key stakeholders for timely execution.
- Streamlined operational workflows to reduce backlog across both high-volume/fast-paced and low-volume/complex processes, improving team efficiency.
- Reimagine FVT (Full-Value Transfer) administration and revamped communication flows, cutting client complaints by 20% and boosting daily operations.
- Built strong client relationships through direct engagement with top and at-risk clients, aligning solutions to their key business needs.
- Anticipated and addressed audit risks proactively, ensuring smooth internal and external compliance reviews—while leading and developing the Nordics Payments team of 6.
Nordics Payment Operations Senior Manager
Citi
04.2023 - 08.2023
- Built and scaled a dedicated team of 6 from the ground up, successfully transitioning Nordics payment processes in-house within just 150 days.
- Introduced streamlined communication and new procedures, boosting operational efficiency and cutting client complaints by 20%.
- Proactively tackled compliance and operational risks, ensuring robust and reliable payment operations.
- Cultivated strong partnerships with regional and global teams to harmonize standards and drive consistent performance across markets.
HRSS Onboarding Team Lead
Citi
08.2021 - 03.2023
- Rebuilt and scaled the EMEA HRSS Talent Acquisition Onboarding Team from 6 to 35 Recruitment Coordinators within 120 days.
- Eliminated operational bottlenecks, achieving zero escalations through process improvements and system optimizations.
- Implemented individual and team KPIs/KRIs, driving continuous performance through monthly evaluations and targeted coaching.
- Fostered strong stakeholder relationships to align service delivery with the needs of candidates and hiring managers, ensuring continuous availability.
Information Security Operations Manager
Citi
12.2016 - 08.2021
- Lead 4 high-risk Information Security domains through 5 team leaders managing 60+ analysts, ensuring seamless service delivery.
- Oversee a global 24/7/365 Helpdesk team handling 250+ security processes and act as the primary escalation point for incident management.
- Established and trained a sister-site in Manila to guarantee business continuity and support work-life balance.
- Successfully navigated Remote Access challenges across EMEA and APAC during the COVID-19 pandemic.
- Contributed to the development of the Amelia AI ChatBot by designing 3 key workflows and have led a management development program for aspirants since 2017.
Senior Service Delivery Team Lead
Citi
10.2011 - 12.2016
- Led 3 high-risk Information Security areas through 3 team leaders managing 40+ analysts, ensuring high-quality service delivery.
- Successfully insourced a portfolio of 350+ voice-related applications within 2 years, establishing a Center of Excellence.
- Built and supported a local Remote Access support team in Budapest to enhance operational resilience.
- Presented key achievements and automation proposals to senior management, driving continuous improvement.
Education
Master of Arts - Human Resource Counseling
Budapest Metropolitan University
Budapest 04.2001 -
Bachelor of Arts - Economist in Human Resource
Milton Friedman University
Budapest 04.2001 -
Skills
Project management
Operations management
Strategic planning
Information security
Business analysis
Productivity improvement
Performance benchmarking
Teamwork mindset
Project management
Software
Jira Azure DevOps
Visio
MS Tools (overall)
Certification
Professional Scrum Master™ I (PSM I)
Timeline
Professional Scrum Master™ I (PSM I)
02-2025
Senior Consultant & Trainer
ProMan Consulting Ltd
09.2024 - Current
Nordics Payments & EU Charges Operations Manager
Citi
09.2023 - 09.2024
Nordics Payment Operations Senior Manager
Citi
04.2023 - 08.2023
HRSS Onboarding Team Lead
Citi
08.2021 - 03.2023
Information Security Operations Manager
Citi
12.2016 - 08.2021
Senior Service Delivery Team Lead
Citi
10.2011 - 12.2016
Master of Arts - Human Resource Counseling
Budapest Metropolitan University
04.2001 -
Bachelor of Arts - Economist in Human Resource
Milton Friedman University
04.2001 -
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