Branch Operations Manager, Hyannis, MA
Hyannis, United States of America
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.
- 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
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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:
High School Diploma or equivalent (Required)
Work Experience:
Demonstrated successful experience as a Teller; Internal Candidates: 12-18 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
- Bilingual Portuguese language skills preferred
- 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
At Santander, we value and respect differences in our workforce and strive to increase the diversity of our teams. 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.
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.
Primary Location: Hyannis, MA, Hyannis
Other Locations: Massachusetts-Hyannis
Organization: Santander Bank N.A.
AN EQUAL OPPORTUNITY EMPLOYER M/F/Vet/Disabled/SO