Business Service Center Manager in Memphis, TN at First Horizon National Corporation

Date Posted: 1/13/2020

Job Snapshot

  • Employee Type:
  • Location:
    3451 Prescott Road
    Memphis, TN
  • Job Type:
  • Experience:
    At least 5 year(s)
  • Date Posted:
  • Job ID:

Job Description

The Business Service Center Manager is responsible for the overall direction and daily management of the BSC customer contact teams. The incumbent will provide leadership and administration, ensuring appropriate and efficient internal controls are in place while monitoring expenses and budget.   The leader is tasked with administration of corporate policies and procedures ensuring compliance with applicable laws and regulations. This leader oversees and formulates objectives, goals, strategies and plans to ensure the most effective and efficient work flow possible while assuring that service level expectations are met.

This position can be seated in either Memphis, TN or Knoxville, TN.

The leader is expected to work closely with cross functional business partners to understand customer’s needs and execute with repeatable and sustainable processes. The leader will be tasked with identifying process efficiency opportunities and developing competencies to achieve a well-managed operation that exceeds industry standards.

Ultimately, the preferred candidate should have in-depth knowledge of business banking products, processes and a passion for delivering a superior customer experience.


Essential Duties and Responsibilities:

Key responsibilities are management of the workflow, subordinate staff and strategies for multiple teams; maintaining optimum efficiency, cost effectiveness and ensuring production standards:

•         Customer experience - develop agents to deliver an experience for customers that is simple, fast and right; developing and maintaining agent competencies for a customer centric center that exceeds industry standards.

•         Client-service orientation - skilled in establishing and maintaining a high level of client trust and confidence in the group’s knowledge of and concern for clients’ needs.

•         Develop and maintain an energetic, high performance contact center culture that inspires employee commitment and empowers the bankers to meet the customers’ need in a virtual setting.

  • Maintain and improve contact center operations by monitoring performance, identifying and resolving problems, and initiating process improvement and quality assurance programs
  • Develop best practices to drive enhanced KPI performance.
  • Evaluates and implements continuous improvement strategies to streamline processes and reduce expense.

•         Analyze and execute staffing and vendor support plans to maximize workforce output.

•         Partner with Workforce Management (WFM), Quality Assurance Departments and other supporting areas to develop and implement policies and programs to support the company's business strategies.

•         Efficient staffing management - hiring recommendations; determining workload and delegating assignments; training, monitoring and evaluating performance; and initiating coaching, corrective and disciplinary actions to include terminations.

•         Risk management - work with compliance, data analysis and various cross functional teams to ensure internal processes protect our clients and business from risk.

Education and/or Work Experience Requirements:

Overall core competencies include call

•         Experience creating, leading and growing customer-focused, high performance, metric-driven, service oriented cultures

•         Leadership experience with mergers and acquisitions

•         Problem solving ability, and customer advocacy and/or voice of the customer strategy experience

•         Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers

•         Must have excellent people-management and leadership skills

•         Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service

•         Must have ability to multi-task, manage multiple processes and be a change agent

•         College graduate, minimum 5 years of management experience required

•         Excellent computer proficiency (MS Office – Word, Excel and Outlook)

•         Other desired capabilities are general banking industry business knowledge, critical thinking skills, root cause analysis, adaptability and a “can-do” attitude

Physical Requirements:

•         Ability to safely and successfully perform the essential job functions consistent with or without the ADA, FMLA and other federal, state and local standards

•         Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards

•         Must be able to talk, listen and speak clearly on telephone

Work Hours: Monday thru Friday from 8:00am to 5:00pm


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)