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Operations Manager, Real Estate Team

2 weeks ago

Etobicoke, Canada Team Sur Real Estate Full time

**About Us — Team Sur Real Estate**

Team Sur Real Estate is a boutique, growth-oriented residential real estate team in the Greater Toronto Area. We currently have 5 agents and a lean structure. Our mission is to deliver outstanding client experience, strong results, and to build a reputable, scalable real estate brand. As we grow, we need someone who can take ownership of operations, back-end systems, and strategic initiatives (especially recruiting) so that our agents can focus on revenue-generation and client work.

**Role Overview**

As Operations Manager, you will be the engine behind our team: managing day-to-day administrative, operational, and growth functions, while building scalable systems for long-term expansion. Your goal is twofold:

- **Operational Excellence** — ensure the team runs smoothly, with mínimal friction, compliance, and administrative burden.
- **Growth & Recruitment** — partner with leadership to recruit, onboard, and retain high-performing agents; support marketing and business development initiatives.

You will interact daily with agents, vendors, external partners, and leadership; the role requires both tact and execution.

Key Responsibilities

Below is a non-exhaustive list of what you’ll handle (or lead):
**A. Operations & Systems / Process Management**
- Map, document, and refine internal processes (e.g. lead intake, client followup, listing process, transaction flow, post-closing)
- Develop and maintain an operations manual or playbook (so that processes are repeatable)
- Oversee CRM, lead management, project management tools, document storage (ensure integrations, data hygiene, automations)
- Ensure compliance: documentation, contract review, deadlines, disclosure, record-keeping
- Oversee listing support: coordinate photography, staging, vendor relationships, signage, listing media, property information input
- Manage transaction coordination: monitor offers, inspections, financing, legal, closing — provide oversight or fill gaps as needed
- Vendor management: negotiate, manage, and audit vendors (e.g. photographers, stagers, cleaners, contractors)
- Oversee office administrative functions: supplies, facilities, equipment, IT, office policies

**B. Financial & Reporting**
- Assist / lead bookkeeping, commission tracking, accounts payable / receivable, payroll (if applicable)
- Prepare monthly, quarterly, annual reports: revenue, budget vs actual, operational KPIs
- Monitor metrics and key performance indicators (KPIs) tied to team growth, lead flow, conversion, cost per lead, agent productivity
- Identify cost-savings or process efficiencies

**C. Growth & Talent / Recruiting**
- Develop and execute a recruitment strategy for attracting real estate agents (prospects, advertising, outreach, screening)
- Onboard newly recruited agents: orientation, training, alignment with systems, mentoring support
- Design and maintain training & development paths for agents / administrative staff
- Maintain retention strategies: support, feedback loops, performance check-ins
- Coordinate marketing or branding support for recruitment (help create materials, landing pages, social posts)

**D. Communication, Leadership & Support**
- Serve as the internal “glue” — coordinating among agents, ensuring communication is clear and timely
- Act as a sounding board and second-in-command to leadership, helping prioritize initiatives, projects, and resource allocation
- Proactively flag issues (client escalations, process breakdowns, resource gaps) and propose solutions
- Lead or assist special projects (e.g. expanding to new regions, partnerships, team events)
- Ensure a superior client experience by auditing or overseeing all client touchpoints

**Key Metrics / Success Criteria**

In your first 6 to 12 months, success might be measured by:

- Smooth operational flow: mínimal “fires” or missing contract deadlines
- Clean data in CRM and improved lead follow-up rates
- Reduced administrative time burden on agents / leadership
- Number of agents recruited and successfully onboarded
- Agent performance / retention
- Financial KPIs: margin improvement, cost control, forecast accuracy
- Client satisfaction (e.g. fewer complaints, higher referral rate)
- Implementation of scalable systems / automation

**Required Qualifications & Skills**
- 3+ years experience in operations, project / program management, or administrative leadership (preferably in a real estate team, brokerage, or related field)
- Strong organizational, process, and systems thinking skills
- Comfort with tech: CRM platforms (e.g. Salesforce, HubSpot, FollowUpBoss, etc.)
- Exceptional communication, interpersonal, and stakeholder management skills
- Ability to manage multiple priorities, deadlines, and shifting demands
- Self-starter, proactive, resourceful, and solutions-oriented
- Data-driven mindset: ability to use metrics to drive decisions
- Some financial literacy / budgeting / bookkeeping experience
- Recruitment / training exper