Nature & Scope:
The Operations Manager is responsible for ensuring that all work submitted by Agents and Regional Manager is completed before or by deadlines and that all work produced by staff members is of superior quality. The Operations Manager is responsible for creating, maintaining and retaining all transaction and employee records within the REIS office pursuant to Dept. of Real Estate and company policy. Additionally, the Operations Manager is responsible for managing, training, motivating and supervising the Brokerage Staff.

The Operations Manager reports directly to the Regional Manager (RM).

Specific Responsibilities (Responsibilities may be delegated to staff members only after Operations Manager develops and demonstrates full knowledge of all responsibilities.)

Administrative Responsibilities

• Maintain all listing and transaction files for every contractual agreement submitted by Agents
• Maintain Agent and employee files per Marcus & Millichap policy
• Continually prioritize and re-prioritize Agent work requests and follow up with staff members and Agents to ensure timely completion and delivery
• Obtain required approvals/initials on documents submitted by Agents per guidelines
• Hire, train, motivate, correct inconsistencies and terminate administrative staff as required
• New Agent orientation, train, distribute Agent learning materials, ensure proper company contract signed, data entry into MNet and obtain network access
• New Assistant orientation, ensure proper company contract signed, enter data into MNet and obtain network access
• New employee orientation, data entry into MNet and obtain network access
• Maintain office web site
• Place newspaper/publication advertising & PR releases, keep updated PR contacts list
• Assist with Agent and/or employee iMpact inquiries and iMpact troubleshooting
• Manage Agent licenses ensuring their renewal and continuous affiliation with Marcus & Millichap
• Assist Agents and/or Agent Assistants with special projects (mailers, flyers, etc)
• Assist RM with special assignments, i.e., presentations, spreadsheets, reports, etc.
• Plan and coordinate Summer and Holiday parties
• Work with RM to create and maintain a clean and organized office
• Strong knowledge of Staff functions (including, but not limited to):
  • Superior phone etiquette and customer service to visitors
  • Data entry and proofreading of all marketing material
  • Ensure timely data entry into MNet of all new activity on listings
  • Document copying, scanning and binding
  • Send and receive information via company email in Outlook
  • Use of postage machine and post office requirements for daily mail distribution/processing
  • Send Research Dept. updates to master client mailing list

Facility Responsibilities

• Maintain and manage the office equipment and facilities including remodels and relocation
• Telephone and voice mail functions, understands vendor / dial-tone provider dynamic
• Toner maintenance on copiers, printers and fax machines, with light facility maintenance and problem solving
• Educate staff members and Agents to ensure proper electronic document storage
• Maintain an organized document storage system with adherence to company records retention policies

Accounting Responsibilities

• Learn SAP policies and procedures and use the system to process payables and transactions (when available)
• Maintain trust account (if applicable) and petty cash funds, including reconciliation to bank statement
• Process Agent Loan Requests, RM Expense Report, Agent Expense Reports and Assistant reimbursement payments

Training Responsibilities (if an Agent Support Trainer [AST] exists in the office, OM monitors AST's training processes and progress ensuring all training is accomplished)

• Learn all software programs associated with Assistant and new Agent tasks
• Learn all software programs associated with staff members tasks
• Train Brokerage Staff on Operations Manager duties and ensure that all staff members are cross-trained on all Brokerage Staff duties
• Facilitate training sessions for staff members on all company software applications
• Manage the office's Agent Support Trainer to ensure new assistants are properly trained within their first few weeks
• Train Assistants and new Agents on office paperwork and policies
• Learn and promote company-produced reports, sales aids and other promotional material

Inter-Departmental Relationships

It is critical that the individual in this position desires and develops a strong working relationship with all managers, agents, and brokerage staff within their own REIS office as well as with the executives and staff in the corporate departments. This individual must possess a "can-do" attitude, display professionalism and a solid work ethic at all times, and set the image for the entire office with respect to agent service, quality of work produced, appearance, etc.

Required Knowledge and/or Experience

• Strong knowledge of MS Office XP
• Excellent interpersonal and communication skills with people of all personality types
• Ability to maintain strict confidentiality
• Self motivated, detail oriented, strong organizational skills
• Ability to supervise and motivate others
• Ability to prioritize multiple projects
• Cost efficiency in decision-making
• Management experience
• Type 50 wpm
• 2-3 years office management experience
• High School Degree. Some college preferred.

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