Business System Manager - Pega Fraud & Security

First Horizon Bank•Memphis, TN

5h•Onsite

About The Position

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) for Pega Fraud and Security has primary responsibility for managing these systems. The BSM is accountable to all system stakeholders that use or are affected by the use of these systems. The BSM manages the daily functions of these systems 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(s). The BSM partners with business unit managers in Operations 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 also analyzes, measures and reports on the status of implementation efforts.

Requirements

Bachelor’s degree or related experience
5 or more years’ system implementation and/or operations experience
Experience with Pega Smart Disputes and Pega Customer Service applications
Utmost commitment to quality
Strong customer orientation
In-depth knowledge of multiple operations areas and functions
Understanding of business processes and functions for loans, deposits, and other products
Knowledge of multiple payment rails such as credit card, debit card, Zelle, Bill Pay, check, and ACH.
Awareness of regulatory environment and implications
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
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, positions, and decisions

Nice To Haves

Strong process mapping skills preferred
Project Management or Business Analyst experience beneficial

Responsibilities

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
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 schedules production certification
Leads systems conversions and deconversions
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
Delivers timely end-user system communications for ongoing updates and emergency events
Communicates with manager proactively regarding any capacity issues or opportunities