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Description

Summary:

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.

The Business System Manager (BSM) serves as the central point of contact for the management and oversight of systems used by our Default Servicing team and Lending Services team, including the pay-by-phone system. The BSM is accountable to all associates and stakeholders whose work is impacted by these systems. While this position does not require deep technical expertise, it does require a solid understanding of business system and comfort working with technology platforms and vendors. Prior experience with collections or collections systems is essential. The BSM is responsible for the daily operation of a variety of business systems, overseeing business requirements, defect tracking, communications, system access management, user-acceptance testing, and production certification. This associate plays a key role in identifying solutions for production problems, managing system conversions and de-conversions, supporting new products and enhancements, and ensuring compliance with regulatory changes. The BSM is the primary contact for all business function issues or system affecting supported areas.

The BSM partners closely with the Operations department managers to achieve agreed-upon business objectives, translating those objectives into actionable system requirements in collaboration with the Technology business teams. This associate designs and refines business processes, drives initiatives, and is actively involved in implementation efforts, providing reporting and analysis as needed. The ideal candidate demonstrates exceptional client-focused service, analytical skills, project management expertise, and the ability to remain composed and solution-oriented in a dynamic environment.

Essential Duties and Responsibilities:

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 and 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 line’s 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 scheduled production certification

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 loan operations and default servicing including consumer, commercial and credit cards

• Understanding of business processes and functions for the lifecycle of consumer and commercial loans

• Awareness of regulatory environment and implications

• Experience with ACI or CGI collections and payment systems

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 commitment to quality 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 and/or loan operations experience preferred

Skills:

+ Strong ability to establish mutual understanding and effective working relationships with associates across business areas

+ Demonstrated decision-making skills, including the ability to act with incomplete information

+ Skilled at envisioning and articulating future scenarios and strategies at a high level

+ Able to communicate honestly and constructively, presenting unvarnished truths in a professional and helpful way

+ Excellent verbal and written communication skills, with the ability to tailor messages for diverse audiences

+ Experience with project management or business analysis is beneficial

+ Proficient in organizing, prioritizing, and managing multiple work streams simultaneously

+ Skilled in gathering, documenting, and translating business requirements for technology partners

Abilities:

+ Quickly assess and understand complex situations and system impacts

+ Break down problems into manageable details for effective analysis and resolution

+ Influence and collaborate with associates and business partners, even without formal reporting authority

+ Monitor, interpret, and communicate detailed findings to business and technical partners

+ Clearly communicate ideas, concepts, and recommendations to associates at all levels

+ Adapt readily to change and shifting priorities within a dynamic operational environment

+ Travel as necessary to meet project and stakeholder needs

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.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.