Digital Technology Support Performance Manager

Location: On site at location listed in job posting. 

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.

Hours:

• 1:00 PM - 10:00 PM
• Weekdays and Saturday

Position Overview:

The Performance Manager’s primary focus is coaching and developing the Digital Technology associates. In this role, you will be responsible for the team’s overall job performance while adhering to department and company policy and procedures.

Will be responsible for overseeing all functions performed by DTS. Consistently Coaches and supports all Call Center Banking teams with a goal of continuous growth and skill improvement.   

The Performance Manager ensures delivery of a best-in-class client experience, based on the commitment to “Coach in the Moment” for recognizing and meeting the client needs in a virtual environment. Focus on retaining high performing talent with attrition rate within industry standard.

Essential Duties and Responsibilities:

• Motivate and inspire team members to meet and exceed quality standards consistently.
• Consistently Coaches and supports Coach and Performance Managers of Client Services Team with a goal of continuous growth and skill improvement.
• Inspires exceptional performance by managing at an individual level and leading by example.
• Document and track progress of Coaching and Performance Management Team for consist and effective coaching.
• Recognizes and promotes skill progression for high performing Teams.
• Monitors coaching and sustainment for quality exceptions for improvement
• Leads with a sense of urgency and customer obsession.
• Support Team in documenting performance exceptions to include corrective action.
• Collaborate and partner with others as needed to achieve corporate objectives.
• Evaluates progress made by Coach and performance Managers to ensure consistent, documented coaching requirements met monthly along with live call reviews documented.
• Regularly reviewing client feedback, rework, quality of work exceptions and losses to ensure targeted coaching is conducted and documented with consistent follow up.
• Continually monitor associate performance by live call listening
• Conduct periodic competency assessments with CPM to understand current competency level before recommending next skill level.

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 direct customer communications
• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers
• 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
• 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 Corporation is a leading regional financial services company, dedicated to helping our clients, communities and associates unlock their full potential with capital and counsel. Headquartered in Memphis, TN, the banking subsidiary First Horizon Bank operates in 12 states across the southern U.S. The Company and its subsidiaries offer commercial, private banking, consumer, small business, wealth and trust management, retail brokerage, capital markets, fixed income, and mortgage banking services. 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. More information is available at www.FirstHorizon.com.  

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 

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