Branch Operations Manager, Sharswood, Philadelphia, PA

Santander • Philadelphia, PA

1d • $38,250 - $64,000 • Onsite

About The Position

As a Branch Operations Manager at Santander, you ensure that 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. The role includes improving the customer experience through smooth transaction processing, prompt issue resolution, effective lobby management, and a welcoming environment. You serve as a trusted expert, providing clarity on policies, guidance on execution, and assistance with escalations. Responsibilities may also include supporting nearby branches based on business necessity or branch designation.

The role requires working branch hours, which may include evenings and weekends. Frequent minimal physical effort such as sitting, standing, and walking is required. Depending on the location, occasional moving and lifting of light equipment or furniture may be required.

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 a 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 with 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 influencing skills.
• Self-motivation in a goal-driven environment.
• Ability to interact with customers and employees with integrity and professionalism.
• Computer proficiency and basic math skills.
• Ability to work branch hours, which may include weekends and evenings.
• Applicants must be legally authorized 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 transactions, including deposits, withdrawals, and payments.
• 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 the banking experience 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 development goals and career aspirations.
• Support nearby branch locations when required by business necessity or branch designation.

Benefits

• The company describes its rewards package as fair and competitive and says its benefits are designed to support employees, their families, and their well-being. Specific benefits are not listed in the posting.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED