Branch Leader - Customer Experience & Growth

Santander; Orleans (MA); On-site; USD 60,000 - 103,000; Full time

Job summary

Santander in Orleans, MA seeks a Branch Manager to lead daily branch operations and drive customer satisfaction while achieving financial goals. You will coach a diverse team, manage sales activities, deepen customer relationships and ensure regulatory compliance.

The role emphasizes data-driven decision making and the use of digital tools to enhance service quality. The ideal candidate will have retail banking sales leadership experience, strong communication skills, and a proven ability to

Qualifications

• 3+ Years Demonstrated successful experience in Retail Bank sales management or related bank operations/support function.
• 5+ Years Experience in Retail sales management or equivalent demonstrated through a combination of work experience, training, military service, or education.
• 12+ Months Demonstrated successful Santander experience related to the essential functions and responsibilities of the Branch Manager role.
• 3+ Years Experience selling products and/or services in an incentive-based environment.
• Proven experience in a sales leadership role, preferably as a Branch Manager or similar position.
• Proven relationship-building skills and a customer-centric approach.
• Excellent leadership and team management skills.
• Excellent customer service skills and a passion for helping others.
• Strong problem-solving skills with a proactive approach to issue resolution.
• Experience in coaching and developing team members.
• Excellent communication, consultative and influence skills both verbal and written.
• Ability to educate and connect customers to technology and share the value of digital tools and platforms.
• Ability to make data-driven decisions to improve performance and operational outcomes.
• Establishes and maintains effective working relationships.
• Ability to create a positive work environment and drive employee engagement.
• Strong knowledge of company policy, compliance regulations, risk management and loss prevention.
• Ability to work in a fast-paced environment and manage multiple priorities.
• 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.

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

Sales leadership

Relationship-building

Customer service

Communication skills

Problem-solving

Coaching and development

Integrity and professionalism

Data-driven decision making

Team management

Digital tools education

Education

High school diploma, GED or equivalent

Bachelor’s Degree in related field or equivalent demonstrated through work experience, training, military service, or education

Tools

Microsoft Office

Job description

Santander in Orleans, MA seeks a Branch Manager to lead daily branch operations and drive customer satisfaction while achieving financial goals. You will coach a diverse team, manage sales activities, deepen customer relationships and ensure regulatory compliance.

The role emphasizes data-driven decision making and the use of digital tools to enhance service quality. The ideal candidate will have retail banking sales leadership experience, strong communication skills, and a proven ability to