Business Systems Manager

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 Business System Manager (BSM) has primary responsibility for managing the system(s) supporting Fraud Protection.  Fraud Protection has responsibility for reducing fraud across all transaction rails for our clients.  This includes transaction monitoring to proactively identify and prevent fraud as well as improvement of the client experience when recovering from a fraud event.  The BSM manages the daily functions of the systems that support the fraud protection processes to include oversight of business requirements, defects, communications, system access, user-acceptance testing and production certification.  The BSM plays a key role in defining solutions for production problems, conversions, de-conversions, new products, enhancements and regulatory changes.  The BSM is the primary contact for issues or changes related to business functions supported by the system.   

The BSM partners with business unit managers in Operations, Product Management, Technology and Lines of Business to deliver agreed upon business objectives.  The BSM analyzes those objectives, translates them into system requirements with the Technology BA, designs business processes and drives initiatives to support these processes.  The BSM analyzes, measures and reports on the status of implementation efforts.  The ideal candidate possesses impeccable customer service skills, excellent problem-solving skills and the ability to maintain poise under pressure.

Essential Duties and Responsibilities:

Consultation and Analysis

• Drives initiatives and has primary responsibility for approving business requirements
• Manages definition of business case and approves business requirements and functional designs for system enhancements
• Considers impact to vendor, workflow of existing processes and other related systems
• Uses analytical skills to streamline business processes
• Understands and applies limitations and unique advantages of existing enterprise capabilities
• Analyzes marketplace, industry, company and technology trends and best practices
• Influences external business partners and service providers regarding priorities, software selection, vendor selection, etc.
• Designs and documents business processes to improve efficiency
• Actively listens and interprets requirements and specifications to ensure optimal functional designs and identify potential issues and shortfalls
• Develops solutions to business problems or new business requirements
• Creates maps of current and future processes
• Manages system SLAs, Disaster Recovery, Business Continuity, and user access
• Serves as primary subject matter expert contact for the system
• Defines and drives system strategy to align with organizational strategies
• Researches and analyzes the root cause of system issues

Execution

• Manages multiple initiatives effectively
• Interfaces with technical and non-technical contributors to ensure that deliverables accurately meet business goals
• Develops detailed plans and timelines
• Produces system-related job aids and provides training content for training facilitators
• Performs and coordinates User Acceptance Testing
• Reviews and approves Quality Assurance test plans
• Performs or schedules production certification activities

Communication

• Relates well with all levels of the organization and builds appropriate rapport
• Builds positive relationships with external business partners through personal integrity and through added value as evidenced in project outcomes
• Manages end-user system communications
• Communicates with manager proactively regarding any capacity issues or opportunities

Knowledge

• Knowledge of deposit processing, payment processing, fraud monitoring and bank operations.
• Understanding of deposit account and payment processing functions.
• Knowledge of both Waterfall and Agile project management processes. Jira knowledge is a plus.
• Awareness of regulatory environment and implications.

Education and/or Work Experience Requirements:

• Excellent computer proficiency (MS Office – Word, Excel and Outlook)
• Must be able to work under pressure and meet deadlines while maintaining a positive attitude and providing exemplary service
• Excellent organizational, analytical, and customer service skills
• Bachelor’s degree or related experience
• 5 or more years system implementation and/or operations experience
• System implementation experience with payment/deposit systems preferred

Skills:

• Ability to establish a mutual understanding with team members
• Can decide and act without having the total picture
• Can easily pose future scenarios
• Can present the unvarnished truth in an appropriate and helpful manner
• Excellent verbal and written skills
• Project Management or Business Analyst experience beneficial

Abilities:

• Ability to read situations quickly
• Ability to decompose a problem into detail
• Ability to influence business partners without formal reporting relationships
• Ability to travel as necessary
• Ability to monitor and communicate detailed findings
• Ability to communicate ideas, concepts and positions

Physical Requirements:

• Basic keyboarding or other repetitive motions
• 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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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)