Branch Operations Leader: Elevate Customer Experience

Santander Holdings USA Inc Careers; Hershey (PA); On-site; USD 38,000 - 64,000; Full time

Job summary

Santander Holdings USA Inc is seeking a Branch Operations Manager to lead daily branch performance, ensure secure operations, and deliver exceptional customer experiences. You will guide staff, manage risk controls, and optimize lobby flow while fostering team growth.

The role emphasizes cash handling accuracy, high-volume service, and effective use of digital tools to engage customers and improve outcomes across Lebanon Plaza Hershey Cocoa branches and surrounding locations.

Qualifications

• High school diploma or equivalent work experience required.
• 3+ years branch banking or related operations experience.
• 12+ months Santander experience in relevant functions with endorsements.
• 18+ months cash handling experience.
• 18+ months customer service in high-volume environment.
• Proficient in cash handling and audit logs.
• Strong communication and relationship-building skills.
• Ability to make data-driven decisions and use digital tools.
• Knowledge of policy, compliance, risk management and loss prevention.
• Ability to work in fast-paced environment and multi-task.

Responsibilities

• Assist customers with deposits, withdrawals, and payments.
• Oversee risk controls and vault/ATM custodianship.
• Deliver elevated customer experiences and lobby management.
• Resolve customer issues promptly and effectively.
• Build relationships to elevate banking experiences.
• Engage customers via digital platforms and self-service options.
• Conduct cash counts and maintain audit logs.
• Support teller line and coaching for accurate transactions.
• Communicate clearly with customers across channels.
• Use data to improve branch performance and efficiency.
• Help colleagues achieve development goals.
• May support nearby branches as needed.

Skills

Cash handling

Customer service

Audit logs

Data-driven decisions

Digital tools

Policy compliance

Communication skills

Relationship building

Multi-priority management

Education

High school diploma

Tools

Microsoft Office

Job description

Santander Holdings USA Inc is seeking a Branch Operations Manager to lead daily branch performance, ensure secure operations, and deliver exceptional customer experiences. You will guide staff, manage risk controls, and optimize lobby flow while fostering team growth.

The role emphasizes cash handling accuracy, high-volume service, and effective use of digital tools to engage customers and improve outcomes across Lebanon Plaza Hershey Cocoa branches and surrounding locations.