Summary

Description and responsibilities of the Operations and Finance Seat Description. The lists are example-only and not comprehensive.

Accountability Chart

For a brief version of all team member responsibilities, you can view our team’s Accountability Chart.

Two Seats, One Person

Our Operations (“Ops”) and Finance positions have traditionally been held by one person (Chelsea Angus), working 15 hours/week. The time needed for these seats will expand and eventually the two seats will be held by different people.

Operations

Responsibilities.

• Client onboarding, satisfaction and retention

  • Onboarding - Would include things like sending new clients their intake forms and keeping in touch to make sure that these are complete, particularly for Sellers. Showing clients how to use REALM and ShowingTime.

  • Satisfaction - Checking in with clients to ensure that they understand what happens next and being a main point of contact for questions, particularly for Sellers.

  • Retention - Asking for referrals and reviews. Doing post-close check-ins with clients. Inviting clients to events.

• Listing Process - Guardian of the Listing Process and Listing Checklists. Sales and Marketing may be consulted for input, but Ops makes sure that the experience is high-quality and repeatable, particularly from handoff to close. Also:

  • Coordinates professionals like stagers, painters, pre-list home inspections and cleaners

  • Coordinates installation and removal of signs, lockboxes

  • Moves documents to lawyers, lenders, etc.

  • Creates closing gifts and arranges delivery

  • Collects client FINTRAC information

  • Updates FUB deals.

• Buyer Process - Guardian of the Buyer Process and Buyer Checklists. Sales and Marketing may be consulted for input, but Ops makes sure that the experience is high-quality and repeatable, particularly from handoff to close. Also:

  • Collects client FINTRAC information

  • Covers showings for Nick or Karim occasionally (if licensed)

  • Creates closing gifts and arranges delivery

  • Moves documents to lawyers, lenders, etc.

  • Updates FUB deals.

• LMA - Leading, Management and Accountability

  • Responsible for delegating as needed

  • Accountable for completing quarterly Rocks for this seat

Finance

Despite being called “Finance,” the responsibilities of this role go beyond counting financial measures. It can be thought of as a role that measures the actions of the rest of the team, and coordinates many of the non client-facing and non money-generating functions. Responsibilities include:

• Invoices and Accounts Receivable

  • Coordinate with our accountant, Kaitlin Kirk, to keep track of income and expenditure for the team.

  • Ensure all files in Faltour are complete and compliant

• Office Management

  • Purchase and organize office equipment, software, tools for the team

  • Arrange and organize the office space, keeping it tidy and ready for work

• Budget and Reporting

  • Report on budget to leadership team.

  • Project future budgets to allow for growth

• IT (Information Technology)

  • Manage passwords and access for team software

  • Audit and recommend new software or discontinuing software

  • Keep team Wiki up-to-date

• HR (Human Resources)

  • Create job descriptions and keep them up-to-date

  • Post help wanted ads online

  • Screen and shortlist interview candidates

  • Interview candidates with help from Nick

  • Onboard new hires

  • Offboard departing team members

• LMA

  • Delegate responsibilities where appropriate

  • Complete quarterly rocks for this seat.