Branch Ops Lead: Elevate Customer Experience & Compliance

Santander US; Ewing Township (NJ); On-site; USD 38,000 - 64,000; Full time

Benefits offered by this job

Santander Benefits

Job summary

Santander US is hiring a Branch Operations Manager in New Jersey to oversee daily branch operations, ensure risk controls, and deliver exceptional customer experiences. You will manage lobby flow, cash handling, audit logs, and support the teller line while coaching staff.

The role requires 3+ years in branch banking or related operations, strong customer service and communication skills, and proficiency with digital tools to drive performance. Full-time, on-site role with competitive benefits.

Qualifications

• 3+ Years Demonstrated successful experience in branch banking or a related operations/support function - Required.
• 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.
• 18+ Months Cash handling experience - Required.
• 18+ Months Customer service experience within a high volume, fast paced 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.

Responsibilities

• 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.

Skills

Customer service

Communication skills

Problem-solving

Data-driven decisions

Team collaboration

Cash handling

Audit logs

Education

High school diploma or GED

Tools

Microsoft Office

Job description

Santander US is hiring a Branch Operations Manager in New Jersey to oversee daily branch operations, ensure risk controls, and deliver exceptional customer experiences. You will manage lobby flow, cash handling, audit logs, and support the teller line while coaching staff.

The role requires 3+ years in branch banking or related operations, strong customer service and communication skills, and proficiency with digital tools to drive performance. Full-time, on-site role with competitive benefits.