Location: Memphis, TN | Birmingham, AL | New Orleans, LA | Charlotte, NC | Raleigh, NC | Orlando, FL | Knoxville, TN
Hours: Monday through Friday, 8AM - 5PM
Summary: 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.
The Operations Business Systems Manager (BSM) is responsible for optimizing the lifecycle, adoption, and value realization of AI-enabled tools and business systems within First Horizon’s Operations organization. This role serves as a bridge between business stakeholders and delivery teams, translating operational needs into business and technical requirements, maintaining a prioritized product backlog, and maximizing ROI for the department through the disciplined use of AI, automation, and advanced analytics.
The BSM partners closely with stakeholders and Agile team members to contribute to efficiency gains and enhanced associate experience through technology.
Key Responsibilities:
- Serve as Product Owner for AI-enabled business systems and tools, maintaining a prioritized backlog aligned with Operations goals and user feedback.
- Lead requirements elicitation, user story development, acceptance criteria definition, and participate actively in Agile ceremonies (e.g., sprint planning, reviews, retrospectives).
- Champion the use of AI and automation to solve business challenges, drive adoption, and deliver measurable business outcomes.
- Oversee the end-to-end management of Operations Agentic AI SDLC, including requirements documentation, testing, deployment, enhancements, and end-user support.
- Monitor performance metrics and user adoption to ensure value realization against defined KPIs and cost savings objectives.
- Identify and implement opportunities for process improvement, automation, and elimination of manual work.
- Coordinate with Line 1 Risk to ensure that systems and related processes comply with operational risk and business control standards.
- Support changes and enhancements through robust change management practices, effective end-user communication, clear documentation, and training.
- Build strong partnerships with business stakeholders, end users, IT, vendors, and other support teams to understand needs and drive alignment.
- Collaborate with EPIC Culture partners to ensure an inclusive, ethical, and associate-centric approach to technology-enabled change.
Skills & Qualifications:
- Bachelor’s degree in Business, Operations, Information Systems, Computer Science, or related field; advanced degree preferred.
- 5+ years’ experience in business systems management, product ownership, business analysis, or agile project management, preferably in a financial services or operations environment.
- Demonstrated experience implementing or managing AI, automation, or analytics solutions.
- Understanding of operational risk, compliance, and regulatory requirements in a banking context.
- Excellent analytical, communication, problem-solving, and stakeholder management skills.
- Agile (Scrum or Kanban) certification or experience strongly preferred.
Success Metrics:
- Achievement of Operations’ annual cost savings and efficiency goals through AI initiatives.
- Quality SDLC management metrics including low numbers of missed requirements, critical defects, and critical production incidents. Low exception rates for deployed agents in production.
- High adoption and satisfaction rates for new and enhanced business processes, as measured by user feedback.
- Compliance with operational risk and business control standards in all technology initiatives.
Skills Required
- Bachelor's degree in Business, Operations, Information Systems, Computer Science, or a related field
- 5+ years of experience in business systems management, product ownership, business analysis, or agile project management
- Experience implementing or managing AI, automation, or analytics solutions
- Understanding of operational risk, compliance, and regulatory requirements in banking
- Excellent analytical, communication, problem-solving, and stakeholder management skills
- Advanced degree
- Agile certification or experience, including Scrum or Kanban
First Horizon Bank Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about First Horizon Bank and has not been reviewed or approved by First Horizon Bank.
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Retirement Support — Retirement offerings include a 401(k) plan with company matching contributions up to 6% of pre-tax income, alongside FSA/HSA options and a defined benefit pension plan. Stock purchase and equity programs (including options and RSUs) also add to longer-term wealth-building opportunities for eligible employees.
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Parental & Family Support — Parental leave is available for childbirth, adoption, foster parenting, or surrogacy, and adoption reimbursement is included in the package. These family-building benefits broaden support beyond traditional maternity/paternity leave structures.
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Wellbeing & Lifestyle Benefits — Wellbeing support includes an internal wellness program, an employee assistance program, and access to a digital wellness platform. Group life insurance and disability coverage (including no-cost options) strengthen financial protection and day-to-day support.
First Horizon Bank Insights
What We Do
When we opened our doors in 1864 on North Court Street in Memphis, we had a simple mission: to provide the best service to our customers, one opportunity at a time. In the 150 years that followed, our communities transformed and expanded. We’ve seen our business and banking in general grow and adapt to the changing needs of customers through the years. But one thing that will always remain constant is our commitment to financial integrity and to helping our customers take good care of their money.
