Branch Operations Manager

Description:

Santander Bank, N.A. is seeking a highly motivated Branch Operations Manager to oversee the operational efficiency, compliance, and customer experience of its Norwood branch while also supporting the Westwood branch. This role is critical in ensuring that branch activities run smoothly, securely, and in full compliance with regulatory and internal standards, while also fostering a positive, customer-focused environment.

The Branch Operations Manager will be responsible for supervising risk controls, managing operational processes, and guiding team members to deliver seamless customer service. This position also involves enhancing customer experiences through digital engagement, issue resolution, and relationship building, while supporting the professional growth and development of branch employees.

Key Responsibilities:

• Oversee daily branch operations, ensuring efficiency, compliance, and risk control with respect to cash handling, vaults, and ATMs.

• Supervise teller operations and provide coaching, training, and performance feedback to enhance service delivery and accuracy.

• Deliver exceptional customer service by resolving escalated issues, managing lobby operations, and ensuring smooth customer flow.

• Build strong customer relationships, fostering loyalty and trust while educating clients on digital tools and self-service platforms.

• Maintain accurate cash counts, audit logs, and operational documentation.

• Utilize data-driven insights to improve branch performance and efficiency.

• Serve as a trusted expert, ensuring compliance with Santander’s policies, regulatory guidelines, and risk management standards.

• Provide leadership and mentorship to team members, helping them achieve their career development goals.

• Support nearby branch operations when necessary, based on business needs.

Required Qualifications:

• High school diploma, GED, or equivalent education.

• Minimum 3+ years of successful experience in branch banking or related operations.

• At least 18 months of experience in cash handling and customer service in a fast-paced environment.

• Strong knowledge of compliance regulations, risk management, and loss prevention practices.

• Excellent communication and customer service skills with proven relationship-building ability.

• Proficiency with digital tools, Microsoft Office products, and branch banking systems.

• Ability to make sound, data-driven decisions to enhance operational outcomes.

• Flexibility to work branch hours, including weekends and evenings.

Preferred Qualifications:

• Experience in Microsoft Office products.

• Established work history or equivalent demonstrated through work, training, or military service.

Compensation & Benefits:

• Annual base salary: $34,500 – $60,000 (monthly equivalent: $2,875 – $5,000).

• Comprehensive benefits package including medical, dental, vision, retirement plans, life insurance, tuition reimbursement, paid time off, and parental leave.

• Career development opportunities within a global financial services leader.