Manager of Broker Care Team

Position Overview:

The Manager of Broker Care is responsible for leading, developing, and managing the Broker Care team while ensuring operational efficiency and exceptional service across all branches. This role oversees office administration, trains team members and brokers on company tools, and facilitates seamless communication between brokers, office managers, and senior leadership.

This position requires a highly adaptable and proactive leader with strong organizational and leadership skills. The role demands flexibility in responding to requests from the CEO, VP of Sales, Designated Broker, and Branch Managers while upholding the highest standards of professionalism and service. As a key leader, the Manager of Broker Care Team is instrumental in driving business growth, fostering broker success, and enhancing the efficiency and effectiveness of the Broker Care Team performance.

This position reports to the VP of Sales and plays a critical role in fostering a strong, efficient, and high-performing office environment and company.

Key Responsibilities

Office Management:

• Branch Operations Oversight: Collaborate with the Office Manager and Branch Manager to ensure the organization and efficiency of all branch office operations.
• Professional Environment Maintenance: Ensure that office operations promote a professional, welcoming, and efficient atmosphere for all staff and brokers.
• Administrative Support: Provide comprehensive support to brokers, staff, and leadership by managing administrative tasks, coordinating resources, and addressing office needs effectively.
• Issue Resolution: Assist the Designated Broker, Branch Managers, and Office Managers in troubleshooting business issues faced by brokers and implementing strategic solutions.
• Record Management: Oversee and maintain all office records, including City Business Licenses and Branch Real Estate Licenses, ensuring they are renewed, active, and appropriately displayed.
• Cultural Engagement: Foster a positive culture by sending anniversary and birthday wishes to broker and staff via email or cards.
• Resource Management: Manage office supplies, technology, and maintenance needs, ensuring that all resources are functional and readily available.
• NWMLS-BVR Pending reports-management
• NWMLS-Active Listing Alerts-Maintain and approve
• NWMLS-Roster approval of all firm broker changes
• NWMLS-Verify and approve Quarterly Roster Verification for all branches.
• Equipment Maintenance: Ensure that all office equipment, including copiers, computers, video screens, conference room technology, lighting, alarms, and iPads, are in working order.
• Cleanliness and Organization: Maintain cleanliness and order in the office, kitchen, and restrooms to ensure a presentable and hygienic environment.

Broker Care Office Operations: 

• Concierge-Level Assistance: Deliver concierge-level support to brokers, maintaining excellent client relations by assisting with listings, documents, marketing materials, technology platforms, and addressing various broker requests or problem-solving needs.
• Customer Service Excellence: Offer outstanding customer service to brokers, customers, and clients, whether in person or via phone, by greeting, acknowledging, and if needed directing them to the appropriate personnel, such as a floor broker, Branch Manager, or appropriate department head.
• Broker Contracts & Personal Files: Ensure and maintain broker contracts by verifying that they are complete and signed, making necessary revisions as directed by the Branch Manager, and ensuring they are acknowledged by the broker. Additionally, ensure that Broker Connect files are properly documented as needed.
• License Management: Keep an active ledger of broker Real Estate Licenses, noting license numbers and expiry dates. Alert brokers via email at least two months prior to their license expiration to provide ample time for renewal classes.
• Invoicing and Record Keeping: Invoice brokers through RSIR Connect for miscellaneous supply purchases, while maintaining up-to-date records in the Google Doc office inventory ledger as changes are made.

Team Leadership:

• Staff Management: Hire, train, coach, and conduct biannual performance evaluations for each Broker Care staff, ensuring their professional growth aligns with company goals. Lead, train, and manage the team to maintain high performance and exceptional service standards. Provide backup support to the Office Manager during office hours and absences, ensuring the team and branch brokers remain informed and supported.
• Personnel Updates: Update the Financial Controller, HR, and Branch Manager via email on personnel changes, including new hires, terminations, payroll upgrades, title changes, and other relevant information.
• Timesheet Management: Review and manage staff timesheets, PTO, and sick leave to ensure accuracy and maintain adequate Broker Care support during absences.
• Training and Development: Ensure all Broker Care Team members and brokers receive proper training on company tools, resources, and best practices
• Document Review Support: Supervise and support staff in reviewing listing documents, preparing marketing collateral, and maintaining compliance with company standards.
• Team Environment Development: Create a positive and engaged team environment by holding regular structured team meetings focused on team development, training, problem-solving, feedback, and open discussion. These meetings promote continuous learning, collaboration, and alignment with company goals.
• Grievance Investigation: Investigate grievances received from brokers, staff members, or customers regarding Broker Care services and troubleshooting as necessary.
• Senior Leadership Participation: Attend and actively participate in senior leadership meetings held by the Executive team.
• Budget and Goal Management: Create and provide ongoing quarterly department and branch budgets, goals, and OKRs while tracking the completion of established OKRs (Objectives and Key Results) using the required program provided by the firm. Participate and submit reports to the Quarterly Executive/Senior Leadership Meeting.
• Liaison Role: Act as a liaison between the Broker Care Team, Senior Leadership Team, and Executive team to ensure clear communication and operational effectiveness.
• Best Practices Implementation: Collaborate with the management team to implement RSIR best practices and drive business growth
• Adaptability to Business Needs: When necessary, exhibit adaptability and flexibility in response to changing priorities and job-appropriate business needs. This position reports to the firm Designated broker and plays a critical role in fostering a strong, efficient, and high-performing office environment and company
• Recruitment and Onboard Oversight: Work closely with the Talent Team to provide five-star onboarding and welcome experience for our new joining brokers, assisting the newcomer in understanding our programs and processes so to ensure they feel comfortable and familiar. Ensure that broker onboarding and orientation are completed at each branch for a seamless transition into the company
• Event Participation: Attend Company and Branch meetings, Senior Leadership meetings, training sessions, and company events to provide ongoing support and education for the company, team, and brokers. Assist with the setup and take-down of events hosted at your branch.

Your Commitment:

• This position is permanent, full-time and operates within business hours at the branch location.
• Identify areas for operational improvement and propose solutions to enhance office performance.
• Maintain confidentiality and professionalism while handling sensitive company information.
• Two weeks On-the-Job Training:
  • RSIR Programs
  • HR Programs
  • NWMLS
  • RSIR Connect
  • Onboarding
  • Necessary Ledgers

Measurements of Success:

• Broker retention metrics year over year.
• Positive branch culture that attracts new brokers measured by broker recruit report.
• Team Member satisfaction and retention.

Preferred Experience:

• Strong team-builder with superb interpersonal and communication skills.
• Self-driven, motivated and result oriented.
• Strong writing skills.
• Impeccable organizational and time management skills.
• Able to manage competing demands and prioritize work in a fast-paced environment.
• Enjoy social interaction.
• Event management experience.
• Post High school education.
• Proficient technology experience with M365, Excel, Outlook, PowerPoint, Publisher.

Required Experience:

• Minimum of 3 -5 years of office management experience in a real estate brokerage setting, or similar business.

Salary : $72,348 - $97,882