Branch Operations & Experience Leader

Santander US; Philadelphia (Philadelphia County); On-site; USD 38,000 - 64,000; Full time

Benefits offered by this job

Santander Benefits

Competitive compensation

Job summary

Santander US in Philadelphia is seeking a Branch Operations Manager to ensure efficient, secure branch operations while delivering exceptional customer experiences and fostering team growth. You will oversee risk controls, audit logs, cash handling, and lobby management, provide guidance on policy execution, and leverage data-driven insights to improve performance across branches.

This role requires strong customer service, communication, and problem-solving skills, with willingness to work

Qualifications

• 3+ Years Demonstrated successful experience in branch banking or a related operations/support function.
• 12+ Months Demonstrated successful Santander experience related to essential functions and responsibilities.
• 18+ Months Cash handling experience.
• 18+ Months Customer service in a high-volume, fast-paced environment.
• Proficient in cash handling and maintaining audit logs.
• Strong knowledge of policy, compliance and risk management.

Responsibilities

• Assist customers with deposits, withdrawals and payments.
• Oversee operational risk controls to safeguard branch assets including Vault/ATM.
• Ensure elevated customer experience with personalized service.
• Effective lobby management to optimize customer flow.
• Resolve customer issues promptly and effectively.
• Build relationships to elevate customer experience and loyalty.
• Engage customers via digital channels and educate on self-service options.
• Conduct cash counts and maintain accurate audit logs.
• Support teller line and coach staff for accurate transactions.
• Communicate clearly in person, over the phone, or digitally.
• Use data-driven decisions to improve branch performance.
• Assist colleagues in achieving development goals.

Skills

Branch banking

Cash handling

Customer service

Audit logs

Data-driven decisions

Communication

Problem solving

Digital tools

Time management

Team coaching

Education

High school diploma/GED

Tools

Microsoft Office

Job description

Santander US in Philadelphia is seeking a Branch Operations Manager to ensure efficient, secure branch operations while delivering exceptional customer experiences and fostering team growth. You will oversee risk controls, audit logs, cash handling, and lobby management, provide guidance on policy execution, and leverage data-driven insights to improve performance across branches.

This role requires strong customer service, communication, and problem-solving skills, with willingness to work