Branch Operations Manager, West Boylston, MA at Santander

West Boylston, Massachusetts, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, BankingIndustries

Requirements

High school diploma, GED, or equivalent education - Required
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, with 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

Responsibilities

Ensure the branch operates efficiently and securely while delivering exceptional customer experiences and fostering team member growth
Oversee risk controls by ensuring compliance with policies, procedures, and regulatory requirements, minimizing operational risks tied to cash handling and transactions
Enhance the customer experience by ensuring smooth transaction processing, resolving issues promptly, lobby management, and creating a welcoming environment
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
Manage lobby effectively 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
Support nearby branch locations based on business necessity or as required by branch designation

Skills

Regulatory Compliance

Risk Management

Cash Handling

Transaction Processing

Customer Service

Lobby Management

Vault Custodianship

ATM Custodianship

Operational Controls

Santander

Provides banking, investment, and insurance services

About Santander

Santander Bank provides a variety of financial services to individuals, small businesses, and large corporations in the United States. Its offerings include savings and checking accounts, loans, credit cards, and investment products. The bank also has specialized services through Santander Investment Services and insurance products via Santander Securities LLC. Santander stands out from its competitors by focusing on community growth, committing $13.6 billion to support initiatives like the 'Cultivate Small Business' program, which aids early-stage entrepreneurs, especially from underrepresented groups. The bank generates revenue through interest on loans, service fees, and commissions, while promoting responsible banking practices and financial education. Santander's goal is to empower individuals and businesses, enhance community prosperity, and provide comprehensive financial solutions.

Boston, MassachusettsHeadquarters

1902Year Founded

$75MTotal Funding

POST_IPO_DEBTCompany Stage

Fintech, Financial ServicesIndustries

10,001+Employees

Benefits

Health, dental, & vision

401k

Flexible PTO

Parental & sick leave

Discounts: technology, travel, auto, fitness, & tuition

Risks

ISO 20022 transition may challenge smaller business partners.

'Quishing' attacks pose a growing threat to consumer security.

Openbank faces competition in the U.S. high-yield savings market.

Differentiation

Santander's Openbank offers a 5.00% APY high-yield savings account nationwide.

The bank's Inclusive Communities Plan pledges $13.6 billion for community initiatives.

Santander's ISO 20022 adoption enhances operational efficiency and data management.

Upsides

Openbank's high-yield savings account attracts more U.S. customers.

Santander's renewable energy financing highlights commitment to sustainable investments.

Proactive cybersecurity measures enhance customer trust and protect digital assets.

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