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Team Leader
First Horizon National Corporation
Knoxville, TN, United States
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Description
Performance and Execution Analysts provide a comprehensive assessment of Operations processes in an effort to identify gaps and potential risks; focusing on performance improvement and incident prevention. The primary job functions are composed of: designing and executing review plans, procedures and testing for Operations, documenting testing performed and results achieved, creating and distributing reports to communicate potential issues while ensuring corrective action implemented satisfactorily addresses any issues noted, supporting implementation of new or updated processes by providing feedback on design and validation post rollout, supporting new hire on-boarding, and coordinating responses for internal and external exams.
Requirements
Process Analyst – Team Lead
• 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
• Assists in the design of new and/or expanded reviews; conduct research as needed and perform testing of proposed procedures for Operations to include but not limited to:
◦ New hire on-boarding
◦ Validation of new and/or modified procedures are working as designed post implementation
◦ Business Systems
◦ Third Party Vendors
◦ Merger and Acquisition activity
• Documents testing performed and results achieved
• Drafts reports to communicate potential issues/gaps in processes. Discuss findings with business line management; to include developing an action plan that will satisfactorily address any issues noted.
• Communicates and collaborates with Operations partners to ensure necessary processes and/or procedures are documented to support action plans developed.
◦ Business Line Management
◦ Process Designers
◦ Procedure Developers
◦ Third Party Vendors
• Monitors and assists in the resolution of issues
• Coordinates/assists Operations business lines with exam coordination (Internal/External)
• Professional, respectful and timely communications within working team, business line partners and cross functional departments.
• Maintains a commitment to continuous learning, developing knowledge, and skills to competently and efficiently execute assignments
• Assist the PEM manager in maintaining an effective testing program:
◦ Identifies and reports testing that needs to be expanded to support business line updates
◦ Escalates gaps in processes as identified
◦ Recommendations to improve PEM documented Policy and Procedures
◦ Recommendations of alternative approaches in testing that would promote “preventative” vs. “detective”.
• Ensures timely completion of testing while producing quality work; performs complex reviews with no/minimal guidance
• Participates/represents PEM in special projects as assigned
◦ Communicates progress and impact to future testing to team; ensuring planning for validation is included.
Team Lead (Responsibilities include Process Analyst functions as defined above)
• Leads team with Workflow Management; day to day focus is on executing testing plan to support PEM defined strategies. Responsible for identifying and resolving problems. Ensure daily output meets quality and timeliness standards.
• Coaching and Mentoring- Serves as the Subject Matter Expert – applies knowledge to suggest process improvements that will benefit the department.
• Facilitates and leads teams on the successful execution and implementation of strategic projects
• Oversees the ongoing review of project(s) status; identifies risks and developments, recommends and implements solutions as appropriate. Ensures alignment to strategic priorities.
• Provides an in-depth and detailed support to PEM manager. Acts as a liaison between management and team for project tasks and duties as needed to fulfill department’s future goals for growth.
• Promote an environment that supports diversity and Firstpower culture
◦ Foster team building and collaboration
• Provides management feedback of employee’s ongoing performance to include quarterly and annual Performance Evaluation
Education and/or Work Experience Requirements:
• Excellent verbal and written communication skills, including the ability to effectively communicate with internal customers
• Excellent computer proficiency (MS Office – Word, Excel and Outlook)
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary service
• Ability to work independently and to carry out assignments to completion within parameters of instructions given.
• Excellent organizational and customer service skills
• Experience/working knowledge of multiple business lines supported
• High School diploma required; degree preferred or equivalent experience/working knowledge of multiple business lines supported.
Physical Requirements:
• Basic keyboarding or other repetitive motions
• Lifting/pushing objects
• 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 standard, including meeting qualitative and/or quantitative productivity standards.
Work Hours:
Monday-Friday 8:00am-5:00pm
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