Branch Operations Manager, Flagship Manhattan, NY

About the role

Santander is a global leader and innovator in the financial services industry and is evolving from a high-impact brand into a technology-driven organization. Our people are at the heart of this journey and together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what's possible. This is more than a strategic shift. It's a chance for driven professionals to grow, learn, and make a real difference.

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.
• Assist colleagues in achieving their developmental goals and career aspirations.
• Responsibilities may extend to supporting nearby branch locations based on business necessity or as required based on branch designation.

Qualifications

• High school diploma or GED - Required
• 3+ Years Demonstrated successful experience in branch banking or a related operations/support function - Required. (OR) 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.
• 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.
• Applicants must be legally authorized to work in the United States on a full-time basis without requiring employer sponsorship to commence employment.

Preferred experience

• Established work history or equivalent demonstrated through a combination of work experience, training, military service, or education.
• Preferred experience in Microsoft Office products.

Pay

Minimum Base Pay Range: $38,250.00 USD Maximum $64,000.00 USD. Exact compensation may vary based on skills, experience, training, licensure and certifications and location.