Branch Operations Leader - Customer Experience & Risk

Santander US; Boston (MA); On-site; USD 38,000 - 64,000; Full time

Job summary

Santander US is seeking a Branch Operations Manager to ensure efficient, secure branch operations and exceptional customer experiences. You will oversee cash handling, lobby management, and risk controls while coaching staff and maintaining audit logs.

The role emphasizes data-driven decision-making, strong communication, and building lasting customer relationships across multiple channels. Weekend/evening hours may be required as part of branch operations.

Qualifications

• Minimum 3+ years in branch banking or operations/support.
• 12+ months Santander experience in relevant functions.
• 18+ months cash handling experience.
• 18+ months customer service in high-volume, fast-paced environments.
• Proficiency in cash handling and maintaining audit logs.
• Excellent customer service and relationship-building skills.
• Ability to use data-driven approaches to improve outcomes.
• Strong knowledge of policies, compliance, risk management and loss prevention.
• Willingness to work in a fast-paced environment with multiple priorities.

Responsibilities

• Assist customers with deposits, withdrawals, and payments.
• Oversee risk controls to safeguard branch assets (Vault/ATM custodianship).
• Deliver elevated customer experiences with personalized service.
• Manage lobby to optimize customer flow and engagement.
• Resolve customer issues promptly and effectively.
• Build and maintain strong customer relationships and loyalty.
• Engage customers via digital channels to promote self-service options.
• Perform cash counts and maintain accurate audit logs.
• Support teller line and provide feedback for accurate transactions.
• Communicate clearly with customers in person, phone, or digital channels.
• Use data-driven decisions to improve branch performance.
• Assist colleagues in achieving development goals.

Skills

Customer service

Cash handling

Communication

Data-driven decisions

Problem solving

Relationship building

Education

High school diploma or GED

Tools

Microsoft Office

Job description

Santander US is seeking a Branch Operations Manager to ensure efficient, secure branch operations and exceptional customer experiences. You will oversee cash handling, lobby management, and risk controls while coaching staff and maintaining audit logs.

The role emphasizes data-driven decision-making, strong communication, and building lasting customer relationships across multiple channels. Weekend/evening hours may be required as part of branch operations.