Operations Manager

The Niagara Association of REALTORS (NAR) is seeking a dynamic, detail-oriented Operations Manager to oversee the daily operations and ensure the smooth functioning of the association’s Core Services team and department.

Summary:

Reporting to the Executive Officer (EO), the Operations Manager of the Niagara Association of REALTORS (NAR) plays an integral role in managerial support and oversight of the Association’s services to its Members.

This role directly supports the Executive Officer and is crucial for maintaining high standards in MLS and Technology Services, Member Services, and Special Projects. As a direct report to the Executive Officer, the Operations Manager will manage team performance, ensure efficient operations, handle escalated member inquiries and complaints, coordinate professional standards and arbitration cases, and oversee facilities management. Confidentiality, professionalism, and a strong focus on human resources are critical to success in this role, as the Operations Manager will handle sensitive information and oversee a team that directly impacts the association’s members and mission.

Key Responsibilities:

• Team Leadership and Management
• Provides oversight, guidance, and leadership to the Core Services team, which includes MLS and Technology Services, Member Services, and Special Projects.
• Sets goals, conducts performance reviews, and fosters a collaborative work environment with a proven track record of leading successful teams.
• Acts as a point of escalation for member inquiries and complaints, ensuring prompt and effective resolution while maintaining confidentiality and professionalism.
• Core Services Oversight
• Ensures Core Services meet the high standards set by NAR for member satisfaction and support, especially in MLS systems, member services, and technology support.
• Oversees the scheduling and compliance of member technology training programs, ensuring they align with NAR standards and regulatory requirements.
• Coordinates the onboarding process for new members, ensuring a smooth and welcoming experience that encourages engagement and retention.
• Ensures all initiatives and updates from the Core Services Team are effectively communicated to the NAR Members.
• Professional Standards and Arbitration Coordination
• Serves as the coordinator for professional standards and arbitration files, ensuring adherence to policies, procedures, and ethical guidelines.
• Acts as a liaison for members in professional standards and arbitration cases, upholding the association's commitment to professionalism and confidentiality.
• Operations, Facility, and Resource Management
• Manages the day-to-day operations of NAR’s office facility, ensuring the building is well-maintained and complies with all safety standards and codes.
• Oversees office and store supplies, ensuring inventory levels meet operational needs and budget constraints.
• Acts as Office Manager, maintaining a productive, organized, and positive office environment for staff and members.
• Human Resources and Confidentiality
• Ensures strict confidentiality in handling sensitive member and staff information, including but not limited to membership information, professional standards, arbitration cases, and HR matters.
• Assists with human resources functions, including recruitment, onboarding, and supporting staff development within the Core Services team.
• Demonstrates a strong knowledge of human resources best practices, with a commitment to fostering an inclusive and compliant workplace.
• Member Engagement and Satisfaction
• Actively supports initiatives to enhance member engagement and satisfaction, aligning with the strategic goals of the Executive Office.
• Ensures Core Services activities are designed to maximize member value, meeting or exceeding the standards and expectations set by the Executive Officer.

Qualifications:

Education: Bachelor’s degree in Business Administration, Operations Management, Human Resources, or a related field; equivalent experience will be considered.

Experience: Minimum of 3-5 years in operations management, preferably within a not-for-profit, association, or trade organization environment.

Skills:

• Strong leadership and team management abilities, with a proven record of leading successful teams.
• Excellent problem-solving and decision-making skills, with the ability to handle escalated issues professionally.
• Knowledge of MLS and real estate technology services is an asset.

Additional Assets:

• Experience with bookkeeping and payroll management.
• Strong knowledge of human resources principles and practices.
• Exceptional commitment to confidentiality and discretion in handling sensitive information.
• Proficiency in Microsoft Office Suite and familiarity with CRM and association management software.
• Exceptional interpersonal and communication skills, with a member-centric approach.
• Ability to manage multiple priorities and projects simultaneously in a fast-paced environment.

Working Conditions:

• Scheduled work week will be Monday to Friday 8:30am to 4:30pm in office with the flexibility to facilitate Association events and meetings outside of the normal workday.
• Opportunity to work within a community-focused, not-for-profit trade association dedicated to professional growth and advocacy for REALTORS and housing attainability in Niagara.

Job Types: Full-time, Permanent

Pay: $52,000.00 per year

Benefits:

• Dental care
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Vision care

Flexible language requirement:

• French not required

Schedule:

• Monday to Friday

Experience:

• Human resources: 1 year (preferred)
• Microsoft Office: 1 year (preferred)
• Operations management: 1 year (required)
• Team management: 1 year (required)

Work Location: In person