Location: On site at Knoxville, TN., Memphis, TN., or New Orleans, LA.

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 Procedure Developer partners with multiple business lines through creating and maintaining procedures, providing support for rollout of new products, policies and systems, SharePoint Support, and supporting business unit training efforts.  Works independently with little supervision and works directly with operations leadership and staff to observe and document detailed procedures.  Acts as a leader by taking responsibility to identify and resolve issues through collaboration.

Essential Duties and Responsibilities:

Produces detailed procedure documentation that is used by operational personnel to perform daily job functions and is provided to both internal and external auditors and examiners. Documentation is accomplished through investigation of processes, understanding requirements documents, researching outstanding issues, and identifying gaps. Coordinates reviews and approvals of new or updated procedures with operational managers and appropriate business partners (Legal, Compliance, Risk, Audit). Leads periodic procedure reviews with operational managers. Procedure Developer is responsible for scheduling meetings, setting agenda, and presenting information that will either be updated or has been published. Produces and distributes communication of new or updated procedures, including maintenance of procedure change tracking log and archiving of procedures. Creates detailed job aids, which often include system screen shots, to support procedures. Trains users on new or updated procedures (primarily delivered 1 on 1 or via team huddles). Partners with the Talent Center of Excellence on larger change management initiatives. Performs User Acceptance Testing for system updates. Provides production support and troubleshooting. Creates and manages SharePoint sites for supported operational areas; includes job aids and forms on lender-facing site. Relates well with all levels of the organization and builds appropriate rapport. Exercises a wide range of decision-making control when presented with multi-faceted factors; ability to identify, resolve and escalate problems in collaboration with stakeholders. Communicates and collaborates with business partners to ensure necessary process and/or procedures are documented to support action plans developed. Operations Leadership Business Systems Managers Line 1 Quality Control Legal Compliance Internal Audit Line of Business Partners Third Party Vendors Communicates with manager proactively regarding any capacity issues or opportunities

Education and/or Work Experience Requirements:

Excellent written, verbal and presentation skills Strong Microsoft Office (Word, PowerPoint, Excel) skills Basic understanding of deposit and lending processes and functions In-depth knowledge of one or more banking operations functions preferred Ability to work independently and to use judgement and decision-making skills Ability to work on multiple projects at once Exhibits a high level of ownership and accountability to meet deadlines Utmost commitment to quality Strong customer orientation Awareness of regulatory environment and implications Bachelor’s degree or related experience

Physical Requirements:

Basic keyboarding or other repetitive motions Must be able to talk, listen and speak clearly on telephone Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards Ability to safely and successfully perform the essential job functions consistent with or without the ADA, FMLA and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards

Hours:

Monday - Friday 9:00 AM - 5:00 PM

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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