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 Family Description: Responsible for the day-to-day operations of the company's business units. Aims to deliver superior service to clients by driving and optimizing the effectiveness and efficiency of people, processes and technology thereby enhancing financial performance, increasing investment capacity, and managing risk. Builds the sustainable repeatable capabilities that support delivery of the highest standards of service and execution. Analyzes and reviews data tools, business processes and operational standards to execute service delivery. Evaluates and ensures that operations meet company objectives, business needs, service agreements and relevant requirements. Researches and monitors external landscape to identify developments and translate them into operational implications for the company. Responsibilities: 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 Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education: H.S. Diploma (Required) Work Experience: demonstrated successful experience as a Teller; District Executive and Region President endorsement of performance, Internal Candidates: 12+ months (Required) demonstrated successful experience in branch banking, or a related operations/support function, External Candidates: 3+ years (Required) Skills and Abilities: Broad knowledge of Company policies and procedures, services and products Extensive knowledge of branch operations and regulatory requirements Excellent organizational, communication and interpersonal skills Excellent cash-handling skills, and the ability to maintain and balance a cash drawer Good analytical and problem-solving skills Self-motivated to succeed in a goal driven environment with the desire to motivate & coach others to succeed Strong organizational, time management and prioritization skills Proven ability to demonstrate exceptional customer service Ability to interact with varying customers (consumer to small business) and to effectively handle difficult customer conversations Computer literate with proficiency in Microsoft Word and Microsoft Excel