Branch Growth & Customer Experience Leader

Santander Consumer USA Inc.; New York (NY); On-site; USD 60,000 - 103,000; Full time

Job summary

Santander Consumer USA Inc. in New York seeks a Branch Manager to oversee daily branch operations, coach a sales-focused team, and ensure exceptional customer experience while meeting financial goals.

You will lead recruitment, develop sales strategies, and drive compliance with banking regulations. This role requires strong leadership, data-driven decision making, and the ability to manage multiple priorities in a fast-paced environment.

Qualifications

• High school diploma or GED required.
• Bachelor’s Degree in related field or equivalent demonstrated through work experience, training, military service, or education - Preferred.
• 3+ Years Demonstrated successful experience in Retail Bank sales management or related bank operations/support function - Required.
• 5+ Years Experience in Retail sales management or equivalent demonstrated through a combination of work experience, training, military service, or education - Required.
• 12+ Months Demonstrated successful Santander experience related to the essential functions and responsibilities of the Branch Manager role. District Executive, District Operations Manager and Region President endorsement of performance - Required.
• 3+ Years Experience selling products and/or services in an incentive-based environment - Required.

Responsibilities

• Direct overall branch performance, leading team to achieve sales targets, optimize operational processes and enhance customer satisfaction.
• Develop and implement sales strategies to grow revenue and market share.
• Motivate sales teams to effectively manage a pipeline of prospects and customers.
• Engage in consultative conversations with customers to offer tailored solutions that enhance their financial well-being, foster customer loyalty and increase branch productivity.
• Analyze branch performance data to drive strategic decisions to improve branch performance and operational efficiency.
• Coach and develop team members, setting clear expectations, enhancing performance and fostering professional development.
• Responsible for hiring, retaining and motivating branch colleagues across all job families within the branch.
• Accountable for managing branch scheduling to balance branch needs with employee availability.
• Utilize digital technologies and platforms to enhance customer interactions, educate them on self-service options and drive business outcomes.
• Provide an elevated experience, simplifying processes for customers while ensuring exceptional customer service.
• Manage escalated customer problems and provide effective solutions.
• Communicate clearly and effectively with customers in person, over the phone, or through digital channels.
• Accountable for risk management and compliance within a complex business environment, ensuring adherence to all company policies and regulatory requirements.
• Responsibilities may extend to supporting nearby branch locations based on business necessity.

Skills

Leadership

Customer service

Communication

Coaching

Relationship-building

Problem-solving

Data-driven decisions

Team management

Education

High school diploma or GED

Bachelor’s Degree (related field) or equivalent

Tools

Microsoft Office

Job description

Santander Consumer USA Inc. in New York seeks a Branch Manager to oversee daily branch operations, coach a sales-focused team, and ensure exceptional customer experience while meeting financial goals.

You will lead recruitment, develop sales strategies, and drive compliance with banking regulations. This role requires strong leadership, data-driven decision making, and the ability to manage multiple priorities in a fast-paced environment.