Business System Manager - Pega Fraud & Security

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
• Led systems conversions and deconversions

Communication

• Relates well with all levels of the organization and builds appropriate rapport
• Buils 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

Skills

• Ability to establish a mutual understanding with team members
• Ability to decide and act without having the total picture
• Ability to easily pose future scenarios
• Ability to 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

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

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