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Business System Manager - Pega Fraud & Security

First Horizon Bank

Memphis, TN

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JOB DETAILS
SKILLS
Acceptance Testing, Analysis Skills, Banking Operations, Banking Services, Best Practices, Business Analysis, Business Case, Business Development, Business Processes, Business Services, Business Skills, Business Solutions, Business Strategy, Business Support, Cartography, Communication Skills, Content Development, Credit Cards, Customer Experience, Customer Relations, Customer Service Software, Disaster Recovery, Diversity, Facebook, Financial Services, Identify Issues, Industry/Trade Analysis, Loans, Operations Management, Presentation/Verbal Skills, Process Development, Process Improvement, Production Schedule, Project/Program Management, Public/Media/Press/Analyst Relations, Quality Assurance, Regulations, Root Cause Analysis, Service Level Agreement (SLA), Status Reports, System Operations, Systems Administration/Management, Technical/Engineering Design, Testing, Time Management, Training/Teaching, Training/Teaching Materials, Vendor/Supplier Selection, Willing to Travel, Writing Skills
LOCATION
Memphis, TN
POSTED
5 days ago
Location: On site at location listed in job posting.

Hours: Monday through Friday, 8am - 5pm

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.

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 schedules production certification
  • Leads systems conversions and deconversions

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
  • Delivers timely end-user system communications for ongoing updates and emergency events
  • Communicates with manager proactively regarding any capacity issues or opportunities


Knowledge:
  • 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

Education and/or Work Experience Requirements:

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
  • Strong process mapping skills preferred
  • 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, positions, and decisions

Job Qualifications
  • 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


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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About the Company

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First Horizon Bank