Branch Ops Leader: Customer Experience & Risk

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

Benefits offered by this job

Benefits package

Job summary

Santander US is seeking a Branch Operations Manager to run efficient, secure branch operations while delivering superior customer experiences. You’ll lead risk controls, guide staff, manage lobby traffic, and ensure accurate cash handling and audits.

The role emphasizes customer-centric service, collaboration across teams, and the use of data-driven decisions to improve branch performance and engagement with digital tools.

Qualifications

• High school diploma or GED required.
• 3+ years of branch banking or related operations experience required.
• 18+ months cash handling experience required.
• 18+ months customer service in high-volume environment required.
• Proficient in cash handling and audit logs.

Responsibilities

• Assist customers with deposits, withdrawals, and payments.
• Oversee risk controls and security of branch assets (Vault, ATM).
• Deliver elevated customer experiences through personalized service.
• Manage lobby flow and engagement for optimal customer experience.
• Resolve customer issues promptly and effectively.
• Build relationships to elevate customer satisfaction and loyalty.
• Engage customers via digital channels to promote self-service options.
• Perform cash counts and maintain audit logs.
• Support teller line and coach colleagues for accuracy.
• Communicate clearly with customers in person, phone, or digital channels.
• Use data to improve branch performance and efficiency.
• Assist colleagues in achieving goals and development plans.

Skills

Customer service

Cash handling

Communication skills

Data-driven decisions

Problem solving

Integrity & professionalism

Digital tools literacy

Team collaboration

Education

High school diploma or GED

Tools

Microsoft Office

Job description

Santander US is seeking a Branch Operations Manager to run efficient, secure branch operations while delivering superior customer experiences. You’ll lead risk controls, guide staff, manage lobby traffic, and ensure accurate cash handling and audits.

The role emphasizes customer-centric service, collaboration across teams, and the use of data-driven decisions to improve branch performance and engagement with digital tools.