Digital Banking - Operations Processing Manager in Memphis, TN at First Horizon National Corporation

Date Posted: 11/9/2020

Job Snapshot

  • Employee Type:
  • Location:
    3451 Prescott Road
    Memphis, TN
  • Job Type:
  • Experience:
    2 to 4 years
  • Date Posted:
  • Job ID:

Job Description

Supervise the staff performing the day-to-day operational processing tasks in the Digital Banking Group, which provides online and mobile banking for consumer and small business clients. Processes that staff will perform include mobile deposit reviews, handling of bill payment claims, and other processes related to online and mobile banking.  Provides oversight for the relevant processes, ensuring timely, accurate and appropriate execution of the daily processes.  Works with manager to provide the necessary levels of transparency around the day-to-day operational processes.

Job Duties & Responsibilities:

  • 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.
  • Ensure appropriate procedures are documented, maintained, and applied. Evaluates and coordinates daily workflow/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.
  • Oversee the preparation and timely completion of routine and special reports. Ensures that all reports are accurate and comply with departmental standards.
  • Serve 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 and staff to implement such. 
  • Serve 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.

Skills & Requirements:  

  • Bachelors Degree
  • 2 - 4 years of work experience in a business or professional environment
  • Experience as a team lead, supervisor, or manager of other resources
  • Proficient with using online and mobile banking solutions
  • Proficient with Microsoft office computer software (Outlook, Excel, Word)
  • Good written and oral communication skills
  • Good organizational and customer service skills
  • Works well under pressure
  • Banking or financial institution work experience (preferred)
  • Digital banking related work experience (preferred)

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)