Branch Operations Manager, Ewing, NJ

Banco Santander•Ewing, NJ

18h

About The Position

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. The role includes enhancing the customer experience through smooth transaction processing, prompt issue resolution, effective lobby management, and a welcoming environment. You serve as a trusted expert by clarifying policies, guiding execution, and assisting with escalations. Responsibilities may also 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 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, 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 customer experience.
Strong problem-solving skills and a proactive approach to issue resolution.
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.
Legally authorized to work in the United States on a full-time basis 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, 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 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, 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 business needs or branch designation require it.
Ensure compliance with company policies, procedures, and regulatory requirements.