Branch Operations Leader: Elevate Customer Experience & Risk

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

Job summary

Santander Holdings USA Inc is seeking a Branch Operations Manager to ensure efficient, secure branch operations and exceptional customer experiences. You will lead risk controls, lobby management, and staff development while supporting multiple branches.

The role requires extensive cash handling, customer service excellence, and compliance with policies. Travel between Oregon Pike and Lancaster City branches is expected as needed.

Qualifications

• High school diploma or GED required.
• 3+ years demonstrated experience in branch banking or a related operations/support function.
• 18+ months cash handling experience required.
• 18+ months customer service experience in high-volume environment required.
• Proficient in cash handling and maintaining audit logs.
• Strong knowledge of company policy, compliance, risk management and loss prevention.

Responsibilities

• Assist customers with deposits, withdrawals and payments.
• Oversee operational risk control measures and vault/ATM custodianship.
• Deliver elevated, personalized customer service and lobby management.
• Resolve customer issues promptly and build relationships to enhance banking experience.
• Engage customers via digital channels and educate them on self-service options.
• Conduct cash counts and maintain accurate audit logs.
• Support teller line, coach staff, and ensure accurate transactions.
• Travel between Oregon Pike Branch and Lancaster City Branch to provide support.

Skills

Customer service

Cash handling

Audit logs

Data-driven decisions

Communication skills

Problem solving

Time management

Coaching

Interpersonal skills

Digital tools proficiency

Integrity & professionalism

Adaptability

Banking compliance

Education

High school diploma or GED

Tools

Microsoft Office

Job description

Santander Holdings USA Inc is seeking a Branch Operations Manager to ensure efficient, secure branch operations and exceptional customer experiences. You will lead risk controls, lobby management, and staff development while supporting multiple branches.

The role requires extensive cash handling, customer service excellence, and compliance with policies. Travel between Oregon Pike and Lancaster City branches is expected as needed.