Branch Operations Leader: Customer Experience & Risk

Santander Consumer USA Inc.; Ewing Township (NJ); On-site; USD 38,000 - 64,000; Full time

Job summary

Santander Consumer USA Inc. is seeking a Branch Operations Manager to oversee daily branch activities, ensure security and compliance, and deliver outstanding customer experiences.

You will manage risk controls, vault/ATM custody, and lobby flow while coaching teammates to perform at their best. This role requires cash handling expertise, strong communication, and the ability to use data-driven insights to improve performance.

Qualifications

• High school diploma, GED- Required.
• 3+ Years Demonstrated successful experience in branch banking or a related operations/support function - Required. (OR)
• 12+ Months Demonstrated successful 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. (AND)
• 18+ Months Cash handling experience - Required. (AND)
• 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

Branch operations management

Customer service

Cash handling

Risk & compliance

Data-driven decisions

Communication skills

Education

High school diploma, GED- Required

Job description

Santander Consumer USA Inc. is seeking a Branch Operations Manager to oversee daily branch activities, ensure security and compliance, and deliver outstanding customer experiences.

You will manage risk controls, vault/ATM custody, and lobby flow while coaching teammates to perform at their best. This role requires cash handling expertise, strong communication, and the ability to use data-driven insights to improve performance.