Branch Operations Leader Elevate Customer Experience

santander; Philadelphia (Philadelphia County); On-site; USD 65,000 - 90,000; Full time

Job summary

Santander is seeking a Branch Operations Manager at Sharswood, Philadelphia, PA. You will lead daily branch operations, oversee risk controls, and ensure an elevated customer experience through effective lobby management and staff coaching.

Ideal candidates bring 3+ years in branch banking, strong cash handling and customer service skills, and the ability to use data and digital tools to drive performance. Weekend/evening hours may apply.

Qualifications

• 3+ years in branch banking or related ops role.
• 12+ months Santander experience related to core functions.
• 18+ months cash handling experience.
• 18+ months customer service in a high-volume environment.
• Proficient in cash handling and maintaining audit logs.
• Strong customer service and problem-solving skills.
• Ability to use data and digital tools to improve outcomes.
• Knowledge of policy, compliance, risk and loss prevention.

Responsibilities

• Assist customers with deposits, withdrawals and payments.
• Oversee operational risk controls to safeguard branch assets (Vault/ATM).
• Deliver personalized, seamless customer service.
• Effective lobby management to optimize customer flow.
• Resolve customer issues promptly and effectively.
• Build and maintain relationships to elevate the banking experience.
• Engage customers through digital channels and educate self-service options.
• Conduct cash counts and maintain audit logs.
• Support teller line and provide coaching to ensure accuracy.
• Communicate clearly with customers in person, by phone, or online.
• Use data-driven decisions to improve branch performance.
• Assist colleagues in achieving development goals.

Skills

Customer service

Communication skills

Cash handling

Data analysis

Problem solving

Digital literacy

Loss prevention knowledge

Education

High school diploma

Tools

Microsoft Office

Job description

Santander is seeking a Branch Operations Manager at Sharswood, Philadelphia, PA. You will lead daily branch operations, oversee risk controls, and ensure an elevated customer experience through effective lobby management and staff coaching.

Ideal candidates bring 3+ years in branch banking, strong cash handling and customer service skills, and the ability to use data and digital tools to drive performance. Weekend/evening hours may apply.