Branch Operations Manager

The Branch Operations Manager performs the operations and service functions of the branch, including adherence to all security, reconciliation, monitoring and balancing policies and procedures. S/he specializes in our branch customer experience through lobby management, transactions, and servicing for retail and business customers. As a branch leader, the Branch Operations Manager acts as a trusted expert on a wide range of policies providing clarity, guidance on execution, and assistance with escalations. USA Job Function Description: Responsible for the administration and day-to-day operations of branches by resolving customer issues, generating new referral business and accounts, and promoting banking products to new and existing clients. Ensures compliance with policies, procedures and federal and state regulations. May participate in community affairs to enhance the company's visibility and discover new business opportunities. Focuses on providing high quality customer service and responsible for maintaining the operational soundness of the assigned branch under the direction of the Branch Manager. Essential Functions/Responsibility Statements: Adheres to applicable compliance/operational risk controls in accordance with Company and/or regulatory standards and policies Functions as the Vault and/or ATM Custodian, to include balancing Completes branch currency ordering, maintains negotiable inventory, and maintains audit logs Performs sporadic teller cash counts Acts as the second in command to the branch manager, taking a leadership role to ensure fundamental behaviors and routines are executed. For example, announces new products and services, customer experience scripting, operations updates, daily plan, key activities to accomplish for the day Assists branch manager with staff scheduling Provides a variety of transactions for customers, including typical consumer transactions i.e., cashes checks and processes checking and savings account withdrawals and balancing duties, etc., while seeking opportunities to develop customer relationships and identify sales opportunities; utilizes basic sales techniques to deepen existing customer/prospect relationships Researches and resolves account problems in partnership with Branch Manager Observes end to end teller transactions and using coaching tools, prompts to help team members improve customer experience in branch Effectively communicate with customers to ensure a great customer experience, consistently executing the behaviors required to deliver respect through Santander’s Customer Experience standards Document changes made to branch policy, cascading information to team members and proactively inspecting and testing for operational readiness.