Branch Growth & Customer Experience Lead

Santander Consumer USA Inc.; Jackson, Northern (NJ, KY); Hybrid; USD 60,000 - 103,000; Full time

Job summary

Santander Consumer USA Inc. is seeking a Branch Manager in New Jersey to oversee branch performance, coach a sales team, and drive customer satisfaction while ensuring regulatory compliance.

The role requires strong leadership, relationship-building, and a track record in retail banking sales management. It offers opportunities to lead digital initiatives and improve branch operations within a fast-paced environment.

Qualifications

• 3+ years retail banking sales management or related operations experience.
• 5+ years experience in retail sales management.
• 12+ months Santander experience in branch management.
• 3+ years experience selling products/services in incentive-based environment.
• Proven sales leadership in a Branch Manager or similar role.
• Strong relationship-building and customer-centric approach.
• Excellent leadership, team management and customer service.
• Strong communication, consultative and influence skills.
• Ability to educate customers about digital tools and platforms.
• Ability to make data-driven decisions.

Responsibilities

• Direct overall branch performance, leading team to achieve sales targets, optimize operations, and enhance customer satisfaction.
• Develop and implement sales strategies to grow revenue and market share.
• Motivate sales teams to manage a pipeline of prospects and customers.
• Engage in consultative conversations with customers to offer tailored solutions that improve financial well-being and loyalty.
• Analyze branch performance data to drive strategic decisions and improve operations.
• Coach and develop team members, set expectations, and drive professional development.
• Hire, retain and motivate branch colleagues across all job families.
• Manage branch scheduling to balance branch needs with employee availability.
• Utilize digital technologies and platforms to enhance customer interactions and promote self-service.
• Provide an elevated customer experience and simplify processes.
• Manage escalated customer problems and provide solutions.
• Communicate clearly with customers in person, by phone, or digitally.
• Accountable for risk management and regulatory compliance.
• Responsibilities may extend to nearby branches based on business needs.

Skills

Relationship building

Leadership

Customer service

Problem solving

Coaching and development

Communication skills

Data-driven decisions

Digital literacy

Education

High school diploma or GED

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

Santander Consumer USA Inc. is seeking a Branch Manager in New Jersey to oversee branch performance, coach a sales team, and drive customer satisfaction while ensuring regulatory compliance.

The role requires strong leadership, relationship-building, and a track record in retail banking sales management. It offers opportunities to lead digital initiatives and improve branch operations within a fast-paced environment.