Branch Operations Leader: Customer Experience & Compliance

United States Digital Space LLC; Harrisburg (Dauphin County); On-site; USD 38,000 - 64,000; Full time

Job summary

Santander is seeking a Branch Operations Manager to oversee operations at Lebanon Plaza and Hershey Cocoa branches. You will manage risk controls, ensure compliance, and deliver exceptional customer experiences while coaching staff and optimizing lobby flow.

Ideal candidates have cash handling and customer service experience in a high-volume environment, plus strong communication and data-driven decision skills. This role involves weekend/evening hours and collaboration across branches.

Qualifications

• High school diploma, GED or equivalent work experience - Required.
• 3+ years demonstrated successful experience in branch banking or a related operations/support function - Required.
• 12+ Months Santander experience related to the essential functions and responsibilities of the Branch Operations Manager role. District Executive, District Operations Manager and Region President endorsement of performance - Required.
• 18+ Months Cash handling experience - Required.
• 18+ Months Customer service experience within a high volume, fast paced and constantly changing environment. - Required.
• Proficient in cash handling and maintaining audit logs.
• Excellent customer service skills and a passion for helping others.
• Proven ability to build relationships and enhance customer experience.
• Strong problem-solving skills with a proactive approach to issue resolution.
• Proficient in using digital tools and technology to enhance customer engagement.
• Ability to make data-driven decisions to improve operational outcomes.
• Strong knowledge of company policy, compliance regulations, risk management and loss prevention.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Excellent communication, consultative and influence skills both verbal and written.
• Self-motivated to succeed in a goal driven environment.
• 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

• Assist customers with various transactions, including deposits, withdrawals and payments.
• Oversee operational risk control measures to safeguard branch assets, including Vault and ATM custodianship.
• Ensure an elevated customer experience, delivering personalized, seamless, and attentive service.
• Effective lobby management to optimize customer flow and engagement.
• Resolve customer issues promptly and effectively.
• Build and maintain strong relationships with customers to elevate their banking experience and foster loyalty.
• Engage customers through digital platforms to enhance customer interactions and educate them on self-service options.
• Conduct cash counts and maintain accurate audit logs.
• Support the teller line, use coaching tools, and provide feedback to ensure efficient and accurate transactions.
• Communicate clearly and effectively with customers in person, over the phone, or through digital channels.
• Utilize data-driven decision-making to improve branch performance and operational efficiency.
• Assist colleagues in achieving their developmental goals and career aspirations.
• Responsibilities may extend to supporting nearby branch locations based on business necessity or as required based on branch designation.

Skills

Cash handling

Customer service

Data-driven decisions

Audit logs

Policy knowledge

Communication

Problem solving

Digital tools

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Santander is seeking a Branch Operations Manager to oversee operations at Lebanon Plaza and Hershey Cocoa branches. You will manage risk controls, ensure compliance, and deliver exceptional customer experiences while coaching staff and optimizing lobby flow.

Ideal candidates have cash handling and customer service experience in a high-volume environment, plus strong communication and data-driven decision skills. This role involves weekend/evening hours and collaboration across branches.