Branch Operations Manager, Washington Park, Roxbury, MA

Santander US; Boston (MA); On-site; USD 38,000 - 64,000; Full time

Job summary

Santander US is seeking a Branch Operations Manager to ensure efficient, secure branch operations and exceptional customer experiences. You will oversee cash handling, lobby management, and risk controls while coaching staff and maintaining audit logs.

The role emphasizes data-driven decision-making, strong communication, and building lasting customer relationships across multiple channels. Weekend/evening hours may be required as part of branch operations.

Qualifications

• Minimum 3+ years in branch banking or operations/support.
• 12+ months Santander experience in relevant functions.
• 18+ months cash handling experience.
• 18+ months customer service in high-volume, fast-paced environments.
• Proficiency in cash handling and maintaining audit logs.
• Excellent customer service and relationship-building skills.
• Ability to use data-driven approaches to improve outcomes.
• Strong knowledge of policies, compliance, risk management and loss prevention.
• Willingness to work in a fast-paced environment with multiple priorities.

Responsibilities

• Assist customers with deposits, withdrawals, and payments.
• Oversee risk controls to safeguard branch assets (Vault/ATM custodianship).
• Deliver elevated customer experiences with personalized service.
• Manage lobby to optimize customer flow and engagement.
• Resolve customer issues promptly and effectively.
• Build and maintain strong customer relationships and loyalty.
• Engage customers via digital channels to promote self-service options.
• Perform cash counts and maintain accurate audit logs.
• Support teller line and provide feedback for accurate transactions.
• Communicate clearly with customers in person, phone, or digital channels.
• Use data-driven decisions to improve branch performance.
• Assist colleagues in achieving development goals.

Skills

Customer service

Cash handling

Communication

Data-driven decisions

Problem solving

Relationship building

Education

High school diploma or GED

Tools

Microsoft Office

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.

• 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, or GED - Required

Qualifications

• 3+ Years Demonstrated successful experience in branch banking or a related operations/support function - Required. (OR)
• 12+ Months Demonstrated successful Santander experience related to the essential functions and responsibilities of the Branch Operations Manager role. District Executive, District Operations Manager and Region President endorsement of performance - Required. (AND)
• 18+ Months Cash handling experience - Required. (AND)
• 18+ Months Customer service experience within a high volume, fast paced and constantly changing environment. - Required.
• Proficient in cash handling and maintaining audit logs.
• Excellent customer service skills and a passion for helping others.
• Proven ability to build relationships and enhance customer experience.
• Strong problem-solving skills with a proactive approach to issue resolution.
• Proficient in using digital tools and technology to enhance customer engagement.
• Ability to make data-driven decisions to improve operational outcomes.
• Strong knowledge of company policy, compliance regulations, risk management and loss prevention.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Excellent communication, consultative and influence skills both verbal and written.
• Self-motivated to succeed in a goal driven environment.
• Ability to interact with integrity and professionalism with customers and employees.
• Computer proficiency and basic math skills.
• Ability to work branch hours, which can include weekends and evenings.

Certifications

• No Certifications listed for this job.

It Would Be Nice For You To Have

• Established work history or equivalent demonstrated through a combination of work experience, training, military service, or education.
• Preferred experience in Microsoft Office products.

Work Authorization & Sponsorship

Applicants must be legally authorized to work in the United States on a full-time basis without requiring employer sponsorship to commence employment.

What Else You Need To Know

The base pay range for this position is posted below and represents the annualized salary range. For hourly positions (non-exempt), the annual range is based on a 40-hour work week. The exact compensation may vary based on skills, experience, training, licensure and certifications and location.

Base Pay Range

• Minimum: $38,250.00 USD
• Maximum: $64,000.00 USD

We Value Your Impact

Your contribution matters and it’s recognized. You can expect a fair and competitive rewards package that reflects the impact you create and the value you deliver. We know rewards go beyond numbers. Offering more than just a paycheck our benefits are designed to support you, your family and your well-being, now and into the future. Santander Benefits - 2026 Santander OnGoing/NH eGuide (foleon.com)

Risk Culture

We embrace a strong risk culture and all of our professionals at all levels are expected to take a proactive and responsible approach toward risk management.

EEO Statement

At Santander, we value and respect differences in our workforce. We actively encourage everyone to apply. Santander is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status or any other characteristic protected by law.

Working Conditions

Frequent minimal physical effort such as sitting, standing and walking is required for this role. Depending on location, occasional moving and lifting light equipment and/or furniture may be required.

Employer Rights

This job description does not list all of the job duties of the job. You may be asked by your supervisors or managers to perform other duties. You may be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not a contract for employment and either you or the employer may terminate your employment at any time for any reason.

We are committed to providing an inclusive and accessible application process for all candidates. If you require any assistance or accommodation due to a disability or any other reason, please contact us at [e-mail] to discuss your needs.

AN EQUAL OPPORTUNITY EMPLOYER M/F/Vet/Disabled/SO