Digital Banking Operations Processing Manager

Description

Location:

On site at location listed in job posting.

Job Summary:

This resource will supervise the staff performing the day-to-day operational processing tasks related to money movement within the Digital Banking Group (which provides online and mobile banking for consumer and small business clients) and will report to the SVP and Manager of Digital Banking Risk & Operations. Processes that the staff will perform include mobile deposit reviews, handling of bill payment service requests and bill payment fraud claims, settlement activities for online transfers and Zelle payments, and other processes related to online and mobile banking. The Manager will provide staff supervision and support, and oversight for the relevant processes, ensuring timely, accurate and appropriate execution of the daily processes. Other duties of the manager will include tuning existing processes for optimal performance (effectiveness, efficiency, etc.) and implementing new processes where necessary. Additionally, the manager will work closely with the Digital Banking Risk & Operations Group Manager to provide the necessary levels of transparency and reporting around the day-to-day processes and performance thereof. The resource will also work closely with other team members within Digital Banking and various Retail Banking stakeholders on projects or initiatives which involve or impact digital banking money movement processing.

Key Job Duties & Responsibilities:

In addition to what’s noted above, responsibilities will include but are not limited to the following:

Train, coach, and supervise staff in providing operational services to Digital Banking, to other internal stakeholders (e.g., contact center banking, banking center managers), and to Digital Banking customers as it relates to mobile deposits, bill payments, and other money movement activities.

Ensures appropriate procedures are documented, maintained, and applied. Evaluates and coordinates daily work/activities to meet established service level agreements in place and achieve expected goals and strategies. Provides oversight for the relevant processes, ensuring timely, accurate, and appropriate execution that is consistent with relevant procedures.

Oversees the preparation and timely completion of routine and special reports/metrics. Ensures that all reports are accurate and comply with departmental standards.

Serves as a champion and subject matter expert for the relevant processes. Spends adequate time learning and maintaining knowledge of First Horizon's core digital banking solution, and the back-end systems that are relevant to the processes the supervised staff will perform, and how to research items within them. Identifies opportunities for improvement, efficiency, or better customer experience, and works with manager, staff, and stakeholders to implement such.

Serves as an escalation point for the supervised staff, and coordinates timely handling of questions, issues, or anomalies that may surface which standard procedures don't address, and that need review and business decisioning.

Interfaces vendor(s) and maintains appropriate model documentation to satisfy Model Risk Management policy and regulatory requirements. Interfaces with the banks’ Model Risk Management team for model reviews.

Interfaces with other Corporate Risk Management partners (i.e., Compliance, Enterprise & Operational Risk Management) and Internal Audit on relevant activities (e.g., reporting, risk assessments, control reviews, audits, etc.).

Skills & Requirements:

Must be a self-starter, motivated to learn and take ownership of role, and able to execute without constant supervision.

Strong analytical and critically thinking skills, and able to work well under pressure.

Ability to successfully prioritize and balance daily work with the macro/big picture goals.

Strong listening and communication skills, and a client-centric continuous improvement mindset.

Bachelor’s degree in a business-related field.

Proficiency with MS-Office software products.

Experience managing a team of direct reports.

At least one (1) year of experience on an internet/mobile/virtual banking team or in a dedicated support role for one of those teams.

At least five (5) years of experience in banking operations or in client/banker support functions.

Experience managing staff that are remote

(preferred)

.

Experience with executing, building/implementing, or overseeing certain fraud-related processes such as fraud claims handling, etc.

(preferred)

.

Experience developing and implementing process automation, quality control activities, and performance-based metrics

(preferred)

.

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.

Follow Us

Facebook

-- facebook.com/FirstHorizonBank

Twitter

-- twitter.com/FirstHorizonBnk

LinkedIn

-- linkedin.com/company/first-horizon-bank

Instagram

-- instagram.com/first_horizon

YouTube

-- youtube.com/channel/UCEVs5OMj-b0H9Dr5Q209_-Q

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
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