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First Horizon Bank · 16 hours ago

Digital Technology Support Performance Manager

Knoxville, TN

Full-time

Onsite

Mid, Senior Level

3+ years exp

First Horizon Bank is a leading regional financial services company dedicated to helping clients unlock their full potential. The Performance Manager is responsible for coaching and developing Digital Technology associates to ensure high job performance and deliver a best-in-class client experience.

BankingFinanceFinancial ServicesRisk Management

H1B Sponsor Likely

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

Qualification

Bank product service experienceCoachingDevelopmentCustomer communicationPerformance managementComputer proficiencyTeam collaborationPositive attitude

Required

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)

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

Benefits

Medical with wellness incentives, dental, and vision

HSA with company match

Maternity and parental leave

Tuition reimbursement

Mentor program

401(k) with 6% match

Company

First Horizon Bank

Glassdoor3.6

First Horizon Bank provides personal, business, and corporate banking, and private client services, to families and businesses.

Founded in 1864

Raleigh, North Carolina, USA

5001-10000 employees

https://www.firsthorizon.com/pmc

H1B Sponsorship

First Horizon Bank has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (36)

2024 (31)

2023 (15)

2022 (17)

2021 (19)

2020 (16)