Business System Manager - Default Services

First Horizon•Memphis, TN

2d•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. 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.

Requirements

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
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
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
Proficient in organizing, prioritizing, and managing multiple work streams simultaneously
Skilled in gathering, documenting, and translating business requirements for technology partners
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
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.

Nice To Haves

Experience with ACI or CGI collections and payment systems
System implementation and/or loan operations experience preferred
Experience with project management or business analysis is 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 scheduled production certification
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