Branch Operations Manager, Westford, MA

Branch Operations Manager Location: Westford, MA, United States of America. Job Overview Santander is a global leader in financial services, evolving toward a technology‑driven organization. As Branch Operations Manager, you will ensure the branch operates efficiently and securely while delivering exceptional customer experiences and fostering team member growth. You will manage risk controls, oversee cash handling and transaction processes, lead lobby management, and support teller operations. The role includes enhancing customer experience through smooth transaction processing, digital engagement, and resolving issues promptly. Responsibilities Ensure branch operations are efficient, secure, and compliant with policies, procedures, and regulatory requirements. Oversee risk controls to minimize operational risks tied to cash handling and transactions. Enhance customer experience by ensuring smooth transaction processing and resolving issues promptly. Manage lobby to optimize customer flow and create a welcoming environment. Act as a trusted expert, providing clarity on policies and guidance on execution. Assist customers with deposits, withdrawals, and payments. Oversee operational risk control measures to safeguard branch assets, including vault and ATM custodianship. Build and maintain strong relationships with customers to elevate loyalty. Engage customers through digital platforms to educate them on self‑service options. Conduct cash counts and maintain accurate audit logs. Support teller line, use coaching tools, and provide feedback for efficient transactions. Communicate clearly with customers in person, over the phone, or via digital channels. Use data‑driven decision‑making to improve branch performance and operational efficiency. Assist colleagues in achieving developmental goals and career aspirations. Support nearby branch locations as business necessity dictates. Qualifications High school diploma or GED (required). 3+ years of demonstrated experience in branch banking or a related operations/support function, OR 12+ months of Santander experience in related functions. 18+ months of cash handling experience. 18+ months of customer service experience in a high‑volume, fast‑paced environment. Proficiency in cash handling and maintaining audit logs. Excellent customer service skills and passion for helping others. Strong relationship‑building skills and ability to enhance customer experience. Proactive problem‑solving skills with a focus on issue resolution. Ability to use digital tools and technology to enhance customer engagement. Data‑driven decision‑making to improve operational outcomes. Strong knowledge of company policy, compliance regulations, risk management, and loss prevention. Ability to work in a fast‑paced environment and manage multiple priorities. Excellent communication, consultative, and influence skills, both verbal and written. Self‑motivated to succeed in a goal‑driven environment. Professionalism and integrity in interactions with customers and employees. Computer proficiency and basic math skills. Availability for branch hours, including weekends and evenings. Certifications No certifications are required for this position. Salary Base Pay Range: Minimum $38,250.00 USD – Maximum $64,000.00 USD (annualized). Benefits Benefits include a competitive rewards package, comprehensive health coverage, retirement plans, paid time off, and employee wellness programs tailored to support you and your family. EEO Statement 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 The role involves frequent minimal physical effort such as sitting, standing, and walking. Occasional light lifting and moving of equipment may be required. Employment Notes This job description does not list all duties of the role. Other duties may be assigned as needed. The employer may revise this description at any time. It is not a contract for employment, and either party may terminate the employment at any time for any reason. #J-18808-Ljbffr Banco Santander SA