Branch Operations Manager, Conshohocken, Pa
About The Position
The Branch Operations Manager ensures the branch operates efficiently and securely while delivering exceptional customer experiences and fostering team member growth. The role oversees risk controls and compliance with policies, procedures, and regulatory requirements to minimize operational risks associated with cash handling and transactions. It also supports smooth transaction processing, prompt issue resolution, effective lobby management, and a welcoming branch environment. The manager serves as a trusted expert by clarifying policies, guiding execution, and assisting with escalations. Responsibilities may extend to supporting nearby branch locations based on business necessity or branch designation.
Requirements
- High school diploma or GED.
- At least 3 years of successful experience in branch banking or a related operations/support function; alternatively, at least 12 months of successful Santander experience related to the role's essential functions and responsibilities, with endorsement of performance from the District Executive, District Operations Manager, and Region President.
- At least 18 months of cash handling experience.
- At least 18 months of customer service experience in a high-volume, fast-paced, and constantly changing environment.
- Proficiency in cash handling and maintaining audit logs.
- Excellent customer service skills and a passion for helping others.
- Ability to build relationships and enhance the customer experience.
- Strong problem-solving skills and a proactive approach to resolving issues.
- Proficiency using digital tools and technology to enhance customer engagement.
- 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 verbal and written communication, consultative, and influence skills.
- Self-motivation 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.
- Legal authorization to work in the United States full-time without employer sponsorship to commence employment.
Nice To Haves
- Established work history or equivalent demonstrated through a combination of work experience, training, military service, or education.
- Preferred experience with Microsoft Office products.
Responsibilities
- Assist customers with deposits, withdrawals, payments, and other transactions.
- Oversee operational risk controls to safeguard branch assets, including vault and ATM custodianship.
- Deliver personalized, seamless, and attentive customer service.
- Manage the lobby to optimize customer flow and engagement.
- Resolve customer issues promptly and effectively.
- Build and maintain customer relationships to improve banking experiences and foster loyalty.
- Engage customers through digital platforms and educate them about self-service options.
- Conduct cash counts and maintain accurate audit logs.
- Support the teller line, use coaching tools, and provide feedback to promote efficient and accurate transactions.
- Communicate with customers in person, by phone, and through digital channels.
- Use data-driven decision-making to improve branch performance and operational efficiency.
- Support colleagues in achieving developmental goals and career aspirations.
- Support nearby branch locations when business needs or branch designation require it.
Benefits
- A rewards package described as fair and competitive.
- Benefits designed to support employees, their families, and their well-being.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
