Branch Operations Manager, Sharswood, Philadelphia, PA

Banco Santander • Philadelphia, PA

2d • Onsite

About The Position

As a Branch Operations Manager at Santander, you ensure the branch operates efficiently and securely while delivering exceptional customer experiences and fostering team member growth. You oversee risk controls, ensuring compliance with policies, procedures, and regulatory requirements, and minimizing operational risks tied to cash handling and transactions. The role also includes supporting smooth transaction processing, prompt issue resolution, effective lobby management, and a welcoming branch environment. You serve as a trusted expert by explaining policies, guiding execution, and assisting with escalations.

Responsibilities may extend to supporting nearby branch locations based on business necessity or branch designation. The role requires working branch hours, which can include weekends and evenings. Applicants must be legally authorized to work in the United States on a full-time basis without requiring employer sponsorship to commence employment. The posted annual base pay range is $38,250 to $64,000, with exact compensation varying based on skills, experience, training, licensure, certifications, and location.

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 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 requiring 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 enhance banking experiences and foster loyalty.
• Engage customers through digital platforms 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 promote efficient and accurate transactions.
• Communicate with customers in person, over the phone, and through digital channels.
• Use data-driven decision-making to improve branch performance and operational efficiency.
• Assist colleagues with developmental goals and career aspirations.
• Support nearby branch locations when required by business necessity or branch designation.
• Ensure branch operations comply with company policies, procedures, and regulatory requirements.

Benefits

• The employer describes a competitive rewards package and benefits designed to support employees, their families, and well-being; specific benefit offerings are not detailed in the posting.

What This Job Offers

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