Branch Operations Manager, Lebanon, PA

Santander Consumer USA Inc.; Lebanon (Lebanon County); On-site; USD 65,000 - 90,000; Full time

Job summary

Santander Consumer USA Inc. seeks a Branch Operations Manager to run a Lebanon, PA area branch, ensuring efficient, secure operations and exceptional customer experiences.

You will oversee risk controls, cash handling, and lobby management while coaching staff to deliver accurate, friendly service and promote digital self-service options.

Qualifications

• High school diploma or GED required.
• Experience in branch banking and cash handling preferred.
• Strong customer service and communication skills.
• Ability to supervise staff and manage operations.
• Knowledge of regulatory requirements and risk controls.

Responsibilities

• Assist customers with deposits, withdrawals, and payments.
• Oversee risk controls and vault/ATM custodianship.
• Deliver personalized, seamless customer service.
• Manage lobby flow and customer engagement.
• Resolve issues promptly and build customer relationships.
• Promote digital self-service options.
• Support teller line and provide coaching feedback.
• Communicate clearly across channels.
• Use data to improve branch performance.
• Support nearby branches as needed.
• Mentor and develop team members.

Skills

Customer service

Operations management

Risk management

Coaching

Data analytics

Cash handling

Education

High school diploma or GED

Job description

It Starts Here:

Santander is a global leader and innovator in the financial services industry and is evolving from a high-impact brand into a technology-driven organization. Our people are at the heart of this journey and together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what’s possible. This is more than a strategic shift. It’s a chance for driven professionals to grow, learn, and make a real difference.

The Difference You Make:

As a Branch Operations Manager, you ensure the branch operates efficiently and securely while delivering exceptional customer experiences and fostering team member growth. You oversee risk controls by ensuring compliance with policies, procedures, and regulatory requirements, minimizing operational risks tied to cash handling and transactions. This role includes enhancing the customer experience by ensuring smooth transaction processing, resolving issues promptly, lobby management and creating a welcoming environment. You serve as a trusted expert, providing clarity on policies, guidance on execution and assistance with escalations.

This position will provide support for the Lebanon Plaza branch and Hershey Cocoa branches.

• 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.

What You Bring:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

• High school diploma, GED: or equivalent work experience - Required