Branch Operations Manager Newkirk Plaza, Brooklyn, NY

About the role

Santander is a global leader and innovator in the financial services industry, evolving from a high-impact brand into a technology-driven organization. As the Sr. Specialist, Branch Operations Manager, you will perform the operations and service functions of the branch, specializing in the branch customer experience through lobby management, transactions, and servicing for retail and business customers. This role acts as a trusted expert on a wide range of policies, providing clarity, guidance on execution, and assistance with escalations. You will serve as the second in command to the branch manager, ensuring fundamental behaviors and routines are executed.

This position will provide support for and travel between the Newkirk Plaza, NY and Flatbush, NY branches.

Responsibilities

• Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.
• Function as the Vault and/or ATM Custodian, including balancing.
• Complete branch currency ordering, maintain negotiable inventory, and maintain audit logs.
• Perform sporadic teller cash counts.
• Act as the second in command to the branch manager, taking a leadership role to ensure fundamental behaviors and routines are executed (e.g., announcing new products and services, customer experience scripting, operations updates, daily plan, key activities).
• Assist branch manager with staff scheduling.
• Provide a variety of transactions for customers, including cashing checks, processing withdrawals, and balancing duties, while identifying sales opportunities and deepening customer relationships.
• Research and resolve account problems in partnership with the Branch Manager.
• Observe end-to-end teller transactions and use coaching tools to help team members improve customer experience.
• Effectively communicate with customers to ensure a great experience, consistently executing Santander’s Customer Experience standards.
• Document changes made to branch policy, cascade information to team members, and proactively inspect and test for operational readiness.

Qualifications

• High School Diploma required.
• 3+ years of demonstrated successful experience in branch banking or a related operations/support function.
• Broad knowledge of Company policies and procedures, services, and products.
• Extensive knowledge of branch operations and regulatory requirements.
• Excellent organizational, communication, and interpersonal skills.
• Excellent cash-handling skills and the ability to maintain and balance a cash drawer.
• Good analytical and problem-solving skills.
• Self-motivated to succeed in a goal-driven environment with the desire to motivate and coach others.
• Strong organizational, time management, and prioritization skills.
• Proven ability to demonstrate exceptional customer service.
• Ability to interact with varying customers (consumer to small business) and effectively handle difficult customer conversations.
• Computer literate with proficiency in Microsoft Word and Microsoft Excel.
• Basic understanding of personal finances and the concept of budgeting.

Working Conditions

Frequent minimal physical effort such as sitting, standing, and walking. Occasional moving and lifting of equipment and furniture may be required to support onsite and offsite meeting setup and teardown. Physically capable of lifting up to fifty pounds, able to bend, kneel, and climb ladders.

Pay

The base pay range for this position is $38,250.00 USD to $64,000.00 USD annually. For hourly positions (non-exempt), the annual range is based on a 40-hour work week. The exact compensation may vary based on skills, experience, training, licensure, certifications, and location.

Benefits

Santander offers a comprehensive rewards package that includes more than just a paycheck. Benefits are designed to support you, your family, and your well-being, now and into the future. For details, visit Santander Benefits.