Branch Operations Manager, Reading, MA

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 by ensuring compliance with policies, procedures, and regulatory requirements
• Minimize operational risks tied to cash handling and transactions
• Enhance the customer experience by ensuring smooth transaction processing, resolving issues promptly, and lobby management
• 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
• Deliver personalized, seamless, and attentive service
• Optimize customer flow and engagement through effective lobby management
• 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

Qualifications

• 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
• District Executive, District Operations Manager and Region President endorsement of performance
• 18+ Months Cash handling experience
• 18+ Months 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
• Prominent problem-solving skills with a proactive approach to issue resolution
• Proficient in using digital tools and technology to enhance customer engagement
• Proven 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

What You Bring

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

It Would Be Nice For You To Have

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