Branch Operations Leader: Elevate Customer Experience

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

Job summary

Santander US is seeking a Branch Operations Manager to ensure the branch operates efficiently and securely while delivering exceptional customer experiences and fostering team growth. You’ll oversee risk controls by ensuring compliance with policies, procedures, and regulatory requirements, minimizing operational risks tied to cash handling and transactions.

You will manage lobby operations, data-driven improvements, and support the teller line, with strong emphasis on audit accuracy and

Qualifications

• 3+ Years Demonstrated successful experience in branch banking or a related operations/support function.
• 12+ Months Santander experience related to Branch Operations Manager responsibilities.
• 18+ Months Cash handling experience.
• 18+ Months Customer service in a fast-paced environment.
• Proficient in cash handling and maintaining audit logs.
• Strong knowledge of policy, compliance, risk management and loss prevention.
• Excellent communication and influencing skills, both verbal and written.
• Ability to make data-driven decisions and work with digital tools.
• Willingness to work branch hours, including weekends and evenings.

Responsibilities

• Assist customers with deposits, withdrawals and payments.
• Oversee operational risk controls to safeguard branch assets (Vault/ATM custodianship).
• Deliver elevated customer experiences with seamless service.
• Lobby management to optimize customer flow and engagement.
• Resolve customer issues promptly and effectively.
• Build relationships to enhance banking experiences and loyalty.
• Engage customers via digital channels and educate self-service options.
• Conduct cash counts and maintain audit logs.
• Support the teller line and coach staff for accurate transactions.
• Communicate clearly with customers in person, phone, or digital channels.
• Use data to drive branch performance improvements.
• Assist colleagues in achieving development goals; support nearby branches as needed.

Skills

Cash handling

Customer service

Data-driven decisions

Policy compliance

Risk management

Communication skills

Leadership

Problem solving

Digital tools

Audit logs

Multi-tasking

Education

High school diploma or GED

Job description

Santander US is seeking a Branch Operations Manager to ensure the branch operates efficiently and securely while delivering exceptional customer experiences and fostering team growth. You’ll oversee risk controls by ensuring compliance with policies, procedures, and regulatory requirements, minimizing operational risks tied to cash handling and transactions.

You will manage lobby operations, data-driven improvements, and support the teller line, with strong emphasis on audit accuracy and