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Jobs · Management · New Hampshire

Branch Operations Manager, Pelham, NH

TSB Bank · Pelham, NH · 1 mo ago
Management$38k/yrFull-time

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, managing lobbies, resolving issues, and engaging customers through digital platforms.

Responsibilities

  • Ensure branch operations are efficient and secure
  • Oversee risk controls to minimize operational risks tied to cash handling and transactions
  • Enhance customer experience by ensuring smooth transaction processing and prompt issue resolution
  • Serve as a trusted expert, providing clarity on policies, guidance on execution, and assistance with escalations
  • Aid customers with various transactions, including 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
  • Aid 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

What You Bring

  • High school diploma or GED
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

What Else You Need To Know

  • The base pay range for this position is posted below and represents the annualized salary range. 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 and certifications and location.
  • Minimum Base Pay Range: $38,250.00 USD
  • Maximum Base Pay Range: $64,000.00 USD

Risk Culture

We embrace a strong risk culture and all of our professionals at all levels 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. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status or any other characteristic protected by law.

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.

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