Branch Operations Manager, Westford, 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, 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
• Enhance customer experience by ensuring smooth transaction processing
• Resolve customer issues promptly and effectively
• Manage lobbies to optimize customer flow and engagement
• Build and maintain strong relationships with customers
• Engage customers through digital platforms
• Conduct cash counts and maintain accurate audit logs
• Support the teller line and provide feedback
• Communicate clearly and effectively with customers
• Utilize data-driven decision-making to improve branch performance
• Aid colleagues in achieving their developmental goals
• Support nearby branch locations if needed

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 decision-making 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

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