Location: On site at location listed in job posting.
At First Horizon Bank Operations, we are on a mission to deliver a seamless customer experience. We are passionate about doing things right and doing the right things. We collaborate with each other and with our internal business partners to delight our customers. We believe in creating an environment where everyone’s ideas are valued so that the team operates at its best. Our team members serve with humility and a deep commitment to their responsibility to be the best at serving their customers one opportunity at a time.
Summary:
The Manager, Business System Management is responsible for the oversight, coordination and management of the department. The department is composed of Business System Managers (BSMs) who are responsible for key systems, having primary responsibility for managing these systems and is accountable to system stakeholders. The BSMs manage the daily functions of key systems to include oversight of business requirements, defect fixes, communications, system access, user acceptance testing, quality assurance testing and production certification. BSMs play a key role in tracking and defining solutions and client remediation for production problems, conversions, deconversions, new products, enhancements and regulatory changes. BSMs are the primary contacts for issues or changes related to system functionality.
BSMs partner with business unit managers in Operations to deliver agreed upon business objectives. BSMs analyze objectives, translate them into system requirements with the Technology Business Analyst, design business processes and drive initiatives to support these processes. BSMs also analyze, measure and report on the status of implementation efforts.
The manager is charged with developing and executing strategies that deliver efficient operational processes, limit operational risks and deliver process automation. The ideal candidate possesses impeccable customer service skills, excellent problem-solving skills and the ability to maintain poise under pressure. The manager is accountable for leading the team and managing all activities in which the team is engaged.
Essential Duties and Responsibilities:
- Supervises subordinate staff including hiring recommendations; determining workload and delegating assignments; training, monitoring and evaluating performance; and initiating coaching, corrective and disciplinary actions to include terminations.
- Develops, reviews, and recommends overall operational systems and procedures relating to deposit and payment operations activities.
- Manages key vendor relationships where appropriate including SOC I and SOC II, Quality, and Risk Assessments
- Plays a key role in supporting major projects related to deposit and payment operations which include hardware replacement and software upgrades.
- Establishes and refines processes, as necessary, to promote optimum efficiency and ensure desired production standards are achieved.
- Escalates as needed to clear obstacles impeding the team’s progress.
- Hires contract resources as needed for larger projects.
- Responsible for the bank’s EOY tax reporting.
- Owns SOX controls for critical systems.
- Responsible for monthly reporting on team’s technology and non-technology initiatives.
- Responsible for BWise exception tracking and resolution.
- Establishes and maintains a work environment that is motivational and participative; promotes an environment that supports diversity and Firstpower culture.
- Exercises a wide range of decision-making control when presented with multi-faceted factors; identifies, resolves and escalates problems in collaboration with stakeholders.
- Maintains a commitment to continuous learning, developing knowledge and skills to competently and efficiently execute job duties.
- Leads with a collaborative work style.
- Interacts professionally with both executives and peers across the organization.
Education and/or Work Experience Requirements:
- At least 5 years of previous banking or operations experience preferred
- Knowledge of deposit and payment operations business processes and functions
- Awareness of regulatory environment and implications
- Project Management, Scrum Master, Agile Product Owner, or Business Analyst experience beneficial
- Excellent verbal and written communication skills
- Excellent computer proficiency (MS Office – Word, Excel, Outlook, and Visio)
- Strong analytical skills
- Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary service
- Ability to work independently and to carry out assignments to completion within parameters of instructions given
- Excellent organizational and customer service skills
- Bachelor's degree or related experience/working knowledge of banking/operations
Physical Requirements:
- Basic keyboarding or other repetitive motions
- Lifting/pushing objects
- Must be able to talk, listen and speak clearly on telephone
- Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards
- Ability to safely and successfully perform the essential job functions consistent with or without the ADA, FMLA and other federal, state and local standard, including meeting qualitative and/or quantitative productivity standards.
Hours:
- Monday - Friday
- 8:00 AM - 5:00 PM
About Us:
First Horizon is a leading regional financial services company, dedicated to helping our clients, communities and associates unlock their full potential with capital and counsel. With $81.7 billion in assets as of December 31, 2023, we serve clients through a team of approximately ~7,300 associates and ~418 banking centers throughout the southeastern United States. Headquartered in Memphis, TN, the banking subsidiary First Horizon Bank operates in 12 states across the southern U.S. First Horizon has been recognized as one of the nation’s best employers by Fortune and Forbes magazines and a Top 10 Most Reputable U.S. Bank.
Benefit Highlights:
- Medical with wellness incentives, dental, and vision
- HSA with company match
- Maternity and parental leave
- Tuition reimbursement
- Mentor program
- 401(k) with 6% match
- More -- FirstHorizon.com/First-Horizon-National-Corporation/Careers/Our-Benefits
Corporate Diversity Commitment:
We remain committed to creating a more equitable society, and that starts with our associates, our clients, and the communities we serve. We do this by elevating equity, providing capital and counsel, and committing to excellence in everything we do.
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