Ensure the branch operates efficiently and securely while delivering exceptional customer experiences and fostering team member growth
Oversee risk controls by ensuring compliance with policies, procedures, and regulatory requirements
Minimize operational risks tied to cash handling and transactions
Enhance the customer experience by ensuring smooth transaction processing, resolving issues promptly, lobby management and creating a welcoming environment
Serve as a trusted expert, providing clarity on policies, guidance on execution and assistance with escalations
Assist customers with various transactions, including deposits, withdrawals and payments
Oversee operational risk control measures to safeguard branch assets, including Vault and ATM custodianship
Ensure an elevated customer experience, delivering personalized, seamless, and attentive service
Effective lobby management to optimize customer flow and engagement
Build and maintain strong relationships with customers to elevate their banking experience and foster loyalty
Engage customers through digital platforms to enhance customer interactions and educate them on self-service options
Conduct cash counts and maintain accurate audit logs
Support the teller line, use coaching tools, and provide feedback to ensure efficient and accurate transactions
Communicate clearly and effectively with customers in person, over the phone, or through digital channels
Utilize data-driven decision-making to improve branch performance and operational efficiency
Assist colleagues in achieving their developmental goals and career aspirations.

Requirements

High school diploma, GED or equivalent education - Required
3+ Years Demonstrated successful experience in branch banking or a related operations/support function - Required
12+ Months Demonstrated successful Santander experience related to the essential functions and responsibilities of the Branch Operations Manager role.
District Executive, District Operations Manager and Region President endorsement of performance - Required
18+ Months Cash handling experience - Required
18+ Months Customer service experience within a high volume, fast paced and constantly changing environment - Required
Proficient in cash handling and maintaining audit logs
Excellent customer service skills and a passion for helping others
Proven ability to build relationships and enhance customer experience
Strong problem-solving skills with a proactive approach to issue resolution
Proficient in using digital tools and technology to enhance customer engagement
Strong knowledge of company policy, compliance regulations, risk management and loss prevention
Ability to work in a fast-paced environment and manage multiple priorities
Excellent communication, consultative and influence skills both verbal and written
Self-motivated to succeed in a goal driven environment
Ability to interact with integrity and professionalism with customers and employees
Computer proficiency and basic math skills
Ability to work branch hours, which can include weekends and evenings.

Benefits

Fair and competitive rewards package
Health insurance
Retirement plans
Paid time off
Flexible work arrangements
Professional development opportunities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

cash handlingaudit logscustomer servicetransaction processingrisk managementcompliance regulationsdata-driven decision-makingdigital toolsproblem-solvingrelationship building

Soft Skills

communicationconsultative skillsinfluence skillsself-motivatedintegrityprofessionalismteam member growthproactive approachcustomer engagementlobby management

Certifications

high school diplomaGED