Branch Operations Management, Greater Worcester Area, Worcester, MA

Banco Santander•Worcester, MA

About The Position

Santander is a global leader and innovator in the financial services industry and is evolving from a high-impact brand into a technology-driven organization. Our people are at the heart of this journey and together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what’s possible. This is more than a strategic shift. It’s a chance for driven professionals to grow, learn, and make a real difference. If you are interested in exploring the possibilities We Want to Talk to You! As a Branch Operations Manager, you ensure the branch operates efficiently and securely while delivering exceptional customer experiences and fostering team member growth. You oversee risk controls by ensuring compliance with policies, procedures, and regulatory requirements, minimizing operational risks tied to cash handling and transactions. This role includes enhancing the customer experience by ensuring smooth transaction processing, resolving issues promptly, lobby management and creating a welcoming environment. You serve as a trusted expert, providing clarity on policies, guidance on execution and assistance with escalations. This role will provide support for and travel between 2 local Branches.

Requirements

High school diploma, GED: or equivalent education - Required.
Bilingual Spanish language skills preferred.
3+ Years Demonstrated successful experience in branch banking or a related operations/support function - Required.
(OR) 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 - Required.
(AND) 18+ Months Cash handling experience - Required.
(AND) 18+ Months Customer service experience within a high volume, fast paced and constantly changing environment. - Required.
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.
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.

Nice To Haves

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

Responsibilities

Assist customers with various transactions, including deposits, withdrawals and payments.
Oversee operational risk control measures to safeguard branch assets, including Vault and ATM custodianship.
Ensure an elevated customer experience, delivering personalized, seamless, and attentive service.
Effective lobby management to optimize customer flow and engagement.
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.
Assist colleagues in achieving their developmental goals and career aspirations.
Responsibilities may extend to supporting nearby branch locations based on business necessity or as required based on branch designation.