Business Systems Manager - Fraud

First Horizon Bank•Memphis, TN

15h•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) 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.

Requirements

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.
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
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
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
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.

Nice To Haves

Jira knowledge is a plus.
System implementation experience with payment/deposit systems 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, 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 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
Manages end-user system communications
Communicates with manager proactively regarding any capacity issues or opportunities