Operations Business Systems Manager - Business Transformation

First Horizon Bank · Memphis

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.

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