Commercial Systems Support Team Coach and Performance Manager

Location: On site at location listed in job posting. 

Position Overview:

The Commercial Systems Support Team Coach and Performance Manager plays a crucial role in the operational and individual development of the Commercial Support team. The CPM is responsible for the coaching, engagement, and performance of their direct reports, providing daily team oversight. This leader will work closely with senior leadership team to execute the business strategy and is expected to escalate policies and/or procedure opportunities that would enhance internal partner support. They will also manage operational initiatives and solutions for the team and provide client level issue resolution and management. 

This position offers a unique opportunity to drive client satisfaction and FHB loyalty, leading a team dedicated to meeting the needs of our internal business partners, by delivering on our commitment of excellence, all in a fast-paced and rewarding environment.

Essential Duties and Responsibilities:

• Provides daily management of Commercial Systems Support Specialists to ensure consistent, prompt, and quality support is provided to internal business partners.
• Foster a positive work environment, acting as a role model, living the FHB core values.
• Lead and influence team, setting tone for associates supporting FHB risk culture.
• Partner with HR on related associate issues when needed.
• Promote all forms of diversity and inclusion.
• Motivate and inspire team members to consistently meet and exceed quality standards.
• Collaborate with senior leadership, training, and other internal support partners to identify areas of improvement by identifying trends and process flow opportunities to enhance the overall client experience. 
• Partner with senior leadership as an escalation point for complex client / banker opportunities.
• Plan and lead team meetings, 1:1 sessions and team huddles designed to promote goal achievement and communicate essential information.
• Provide timely feedback and emphasize recognition to team members, encouraging career development through meaningful conversations – demonstrating a strong commitment to developing a robust talent pipeline and succession plan.
• Analyze data, review reports, identify gaps, trends by performing call / case reviews and implement SMART plans to propel forward.

Education and/or Work Experience Requirements:

• Three to five years’ experience in bank product service/operations and management
• BA, BS degree or equivalent in experience
• Two years’ experience written and verbal communications
• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external business partners
• Ability to work independently and to carry out assignments to completion within specified requirements
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing a differentiated customer experience
• Excellent computer proficiency (MS Office, Word, Excel and Outlook)

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, including qualitative and/or quantitative productivity 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.

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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Skills

• Collaboration
• Leadership
• Customer Service
• Change Management
• Coaching

Behaviors

• Team Player: Works well as a member of a group
• Dedicated: Devoted to a task or purpose with loyalty or integrity
• Leader: Inspires teammates to follow them

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)