First Horizon Client Services - Site Leader

First Horizon Client Services - Site Leader

Job Category: Customer Service

Requisition Number: FIRST014525

Location: On site at location listed in job posting. THIS ROLE IS LOCATED ON-SITE IN Winston Salem, NC. IT IS NOT A REMOTE NOR HYBRID ROLE.

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 site leader is responsible for tactical execution of FHCS operations strategy. This role drives client and associate satisfaction and retention by optimizing the performance of the client services team. This leader is expected to collaborate with other site leaders and line of business managers across the contact center banking organization, recognizing the First Horizon purpose to 'help our clients unlock their full potential with capital and counsel.'

Essential Duties and Responsibilities:

• Foster our FirstPower culture where associates can grow, make an impact and are empowered to bring innovative ideas.
• Provide leadership, mentorship, and development opportunities for the Client Service team.
• Lead, coach, motivate, and develop front-line leadership. Responsible for one-on-one meetings, performance appraisals, growth opportunities and attracting new talent.
• Provide seamless support, timely responses and promote consistent delivery across multiple sites.
• Analyze team service trends to identify training opportunities, process improvement and ensure feedback/coaching is delivered to promote growth and success.
• Set clear performance expectations and manage accountability.
• Perform to operational goals, processes and meet SL expectations to optimize client satisfaction and overall experience.
• Provide oversight for department processes to ensure adherence to regulatory requirements, corporate policy, and industry standards.
• Lead site-level oversight of fraud loss performance, partnering with operations teams to monitor associate driven loss trends, support controls and drive accountability for fraud mitigation.
• Participate in day-to-day activities to ensure customer expectations are met.

Supervisory Responsibilities:

• Responsible for directing, coordinating, and evaluating designated units or certain personnel in accordance with the organization's policies and applicable laws. Responsibilities may include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; providing pay change recommendations; disciplining employees; addressing complaints and resolving problems.

Qualifications:

• Bachelor's degree or equivalent professional experience required.
• Minimum of 5+ years of experience leading leaders in a dynamic, performance driven environment.

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.

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

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.