Branch Operations Manager, Oregon Pike, Lancaster, PA

About the role

The Branch Operations Manager at Santander ensures the branch operates efficiently and securely while delivering exceptional customer experiences and fostering team member growth. This role involves overseeing risk controls, enhancing the customer experience, effective lobby management, and assisting customers with various transactions.

Responsibilities

• Ensure the branch operates efficiently and securely
• Oversee risk controls to minimize operational risks tied to cash handling and transactions
• Enhance the customer experience by ensuring smooth transaction processing, resolving issues promptly, and managing the lobby
• Serve as a trusted expert, providing clarity on policies, guidance on execution, and assistance with escalations
• Aid customers with deposits, withdrawals, and payments
• Oversee operational risk control measures to safeguard branch assets, including Vault and ATM custodianship
• 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
• Affirm colleagues in achieving their developmental goals and career aspirations

Qualifications

• 3+ years of demonstrated successful experience in branch banking or a related operations/support function
• 12+ months of 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
• 18+ months of cash handling experience
• 18+ months of customer service experience within a high volume, fast-paced, and constantly changing environment
• 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
• Prioritize 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 verbally and in writing
• 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

We offer a comprehensive benefits package that supports your well-being and growth. This includes health insurance, retirement plans, and a variety of programs designed to help you thrive both personally and professionally.

Pay

The base pay range for this position is $38,250.00 USD to $64,000.00 USD annually.

Schedule

This position requires working branch hours, which may include weekends and evenings.