Branch Operations Manager, Cranston, RI

The Role

The Branch Operations Manager ensures the branch operates efficiently and securely while delivering exceptional customer experiences and fostering team member growth. Key responsibilities include overseeing operational risk control measures, managing customer transactions, and engaging with customers through various channels.

Responsibilities

• 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.
• Resolve customer issues promptly and effectively.
• 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.
• Aid colleagues in achieving their developmental goals and career aspirations.

Requirements

• 3+ Years Demonstrated successful experience in branch banking or a related operations/support function.
• 12+ Months Demonstrated successful Santander experience related to the essential functions and responsibilities of the Branch Operations Manager role.
• 18+ Months Cash handling experience.
• 18+ Months Customer service experience within a high volume, fast paced and constantly changing environment.
• Bilingual Spanish language skills (preferred).
• 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.
• Ability to make data-driven decisions to improve operational outcomes.
• 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.

Qualifications

• High school diploma, GED or equivalent - Required.

Benefits

Comprehensive benefits package including health coverage, PTO, and retirement planning. Santander also offers opportunities for professional development through early careers programs.

Risk Culture

We embrace a strong risk culture and all professionals are expected to take a proactive and responsible approach toward risk management.

EEO Statement

At Santander, we value and respect differences in our workforce. We actively encourage everyone to apply. Santander is an equal opportunity employer.

Working Conditions

Frequent minimal physical effort such as sitting, standing, and walking is required for this role. Depending on location, occasional moving and lifting light equipment and/or furniture may be required.