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About the Role

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.

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.

Requirements

High school diploma or GED - Required
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 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.
Established work history or equivalent demonstrated through a combination of work experience, training, military service, or education.
Preferred experience in Microsoft Office products.
Applicants must be legally authorized to work in the United States on a full-time basis without requiring employer sponsorship to commence employment.

Skills

Cash handling
Maintaining audit logs
Customer service
Relationship building
Problem-solving
Digital tools and technology proficiency
Data-driven decision-making
Company policy knowledge
Compliance regulations knowledge
Risk management
Loss prevention
Communication skills
Consultative skills
Influence skills
Basic math skills
Microsoft Office products

Location

Flagship Manhattan, NY
United States of America

Work Type

Full-time

Experience Level

3+ Years experience in branch banking or related operations/support
12+ Months Santander experience
18+ Months cash handling experience
18+ Months customer service experience

Education Level

High school diploma or GED

Salary/Compensations

$38,250.00 USD - $64,000.00 USD

Benefits

Fair and competitive rewards package
Benefits designed to support you, your family and your well-being, now and into the future

About the Company

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.

Equal Opportunity

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.