Branch Operations Lead: Customer Experience & Compliance

Socket.dev; Acton (MA); On-site; USD 38,000 - 64,000; Full time

Job summary

Santander is seeking a Branch Operations Manager in Acton, MA to lead daily branch operations, ensure secure handling of cash, and deliver outstanding customer experiences. You will oversee risk controls, lobby management, and escalation handling while coaching teammates to support growth and compliance.

The role requires 3+ years in branch banking with strong cash handling, audit logging, and customer service in fast-paced environments.

Qualifications

• 3+ years of branch banking or related operations experience.
• 18+ months cash handling and audit logging experience.
• Strong customer service in high-volume environments.
• Knowledge of policies, compliance, risk management and loss prevention.
• Ability to work weekends/evenings.

Responsibilities

• Assist customers with deposits, withdrawals, and payments.
• Oversee cash handling and vault/ATM custodianship audit logs.
• Provide elevated customer experiences with personalized service.
• Manage lobby flow and create welcoming branch environment.
• Resolve issues promptly and effectively.
• Build relationships to enhance customer experience and loyalty.
• Educate customers on self-service options via digital channels.
• Support teller line and provide coaching for accuracy.
• Communicate clearly with customers in person, by phone, or online.
• Use data-driven insights to improve branch performance.
• Assist colleagues with developmental goals.
• Support nearby branches as needed.

Skills

Branch banking knowledge

Cash handling

Customer service excellence

Data-driven decision making

Communication skills

Integrity and professionalism

Problem-solving

Digital tooling proficiency

Team development & coaching

Education

High school diploma or GED

Job description

Santander is seeking a Branch Operations Manager in Acton, MA to lead daily branch operations, ensure secure handling of cash, and deliver outstanding customer experiences. You will oversee risk controls, lobby management, and escalation handling while coaching teammates to support growth and compliance.

The role requires 3+ years in branch banking with strong cash handling, audit logging, and customer service in fast-paced environments.