Branch Operations Manager, West Boylston, MA

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.

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/Responsibilty 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

This Branch Operations Manager will be responsible for West Boylston and Holden branches.

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 in (Req)

Work Experience:
demonstrated successful experience as a Teller; District Executive and Region President endorsement of performance, Internal Candidates: 12+ months (Req)
demonstrated successful experience in branch banking, or a related operations/support function, External Candidates: 3+ years (Req)

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

Diversity & EEO Statements: 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.
 

Working Conditions: Frequent Minimal physical effort such as sitting, standing and walking. Occasional moving and lifting equipment and furniture is required to support onsite and offsite meeting setup and teardown. Physically capable of lifting up to fifty pounds, able to bend, kneel, climb ladders.

Employer Rights: Employer Rights: This job description does not list all of the job duties of the job. You may be asked by your supervisors or managers to perform other duties. You may be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not a contract for employment and either you or the employer may terminate at any time for any reason.