Job Description

:Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto\'s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.At Metrolinx, equity, diversity and inclusion are essential to living our values of serving with passion, thinking forward and playing as a team.As an integral part of our organization, your role will involve a commitment to support a 24/7 operational environment. This entails being available for on-call and onsite responsibilities beyond the standard work week. Your flexibility will be essential to this position as your schedule may require you to work on weekends, evenings, nights, holidays to support major track closures (MTCs), critical incidents and special events. It\'s important to note that this schedule is subject to change based on Metrolinx\'s operational needs and the evolving demands of our industry.Our Customer and Transit Operations Office is seeking a Regional Stations Manager, to provide senior leadership with Support. Direct and manage face to face customer services operations of GO / UP and PRESTO at over 100+ facilities across the network which includes all rail stations, bus terminals, Park N Ride lots, across the agency network, ensuring delivery of customer service and satisfaction and operational integrity.What will I be doing?

• Accountable for the customer experience and customer service delivery and cleaning at Stations, Bus Terminals, and Park & Rides
• Directs and oversees the development of structure, framework and KPIs to effectively manage customer experience and safety around events, service changes, construction, and service disruptions.
• Manages the development and implementation of safety plans that focus on prevention of injury. Measures trends and develops mitigation plan to correct gaps in performance.
• Establishes the protocols and directs / Manages the response to service recoveries and emergency situations which can include the involvement and cooperation of government agencies (e.g., Ministry of the Environment in the case of fluid spills (MOE), TSSA, Building & Fire Code, etc.).
• Leading and/or collaborating in post incident debriefs, managing the development and implementation of improvement plans.
• Directs the implementation of strategic plans, business plans to ensure successful delivery of business objectives as well as manage risk/mitigation analysis, monitors performance, risk and leads the development and implementation of action plans.
• Directs and manages the development of Business Continuity Plans (BCP) plans and exercises to ensure effectiveness and continuity of the business for owned function.
• , Develops and establishes service and performance standards, benchmarks, reporting and measurement processes to monitor and improve service quality and delivery.
• e.g. calibration walk through of stations with leadership team, set standard for self-serve rate,
• to ensure done, accurately, compliance, mitigation, and corrective actions if non-compliant with standards
• set goals, objectives and expectations, standards, strategic and divisional objectives, for the team.
• pivot based on CSAT scores.
• Creates a working environment that is aligned with the organization\'s desire to be \xe2\x80\x9can employer of choice\xe2\x80\x9d, ensuring that people resources possess the required skills, are properly aligned, and are provided with the resources to do the job.
• Oversees 100+ staff (bargaining and non-bargaining) through multiple direct reports, responsible for delivering a high degree of employee satisfaction through appropriate leadership, communication, training and coaching and performance management.
• Plans and develops strategies for managing grievances, arbitration hearings, human rights tribunals and negotiating collective agreements.
• Provides senior leadership, oversight and direction to staff, project teams and vendors delivering a portfolio of inter-dependent projects; delivers timely feedback to ensure a cohesive operational unit and the optimum use of team skills; monitors the achievement of performance objectives; develops and implements action plans to address performance gaps.
• Provides creative thought leadership with input from others to develop and deploy a strategic vision and connects and aligns projects with strategic corporate goals.

What Skills and Qualifications Do I Need?

• Demonstrate years of progressive experience leading customer service operations and maintenance of customer service and facilities, retail and/or facility management, preferably in a leading transportation/transit sector.
• Completion of a degree in Business Administration, Commerce, Engineering - or a combination of education, training and experience deemed equivalent.
• Experience leading transformational change, risk management and assessment initiatives to adapt to new or changing requirements and lead change throughout the organization, reflecting on lessons learned to analyze, evaluate, and define problems/challenges, identify alternatives, and make timely decisions to manage risk and address issues.
• Knowledge of operational performance improvement and quality assurance methodologies, best practices, and processes to increase efficiency and effectiveness, and foster continuous improvement of customer services and maintenance operations of GO / UP and PRESTO at over 70 facilities across a region.
• Experience in project management and related systems requirements and development methodologies, to lead and support the delivery of a portfolio of very large inter-dependent projects with high complexity, risk, and organizational impact.
• Budget development, risk management and financial management experience and skills to develop and monitor operational budgets.
• Leadership and management skills to manage and motivate staff to meet or exceed customer expectations.
• Research, analytical and problem-solving skills to research customer segmentation and refine customer service initiatives and improvement programs; evaluate and address contractor and supplier performances and recommend plans for improvement.
• Diplomacy, negotiation, and persuasion skills to administer, review, and negotiate vendor contracts, and manage customer service and facilities management issues.
• Knowledge of the Employment Standards Act, Occupational Health & Safety Act, and applicable building codes to monitor and manage employee and contractor risk during execution of customer service initiatives.
• Personal resiliency to manage conflicting pressures and address front-line customer-facing issues.
• Verbal/written/presentation skills to manage communication with project portfolio stakeholders, resolve issues, and tailor communication style and delivery for a variety of audiences.

Don\'t Meet Every Requirement?If you\'re excited about working with Metrolinx but your past experience doesn\'t quite align with every qualification of this posting, we encourage you to apply. You just might be the right candidate for this or other roles. We are always looking for great talent to join our team.We invite all interested individuals to apply and encourage applications from members of equity-deserving communities, including those who identify as Indigenous, Black, racialized, women, people with disabilities, and people with diverse gender identities, expressions and sexual orientations.Accommodation:We value the unique skills and experiences each person brings to Metrolinx and are committed to creating and maintaining an inclusive and accessible environment. We are committed to the requirements of the Accessibility for Ontarians with Disabilities Act so if you require accommodation during the hiring process, please let our Recruitment team know by contacting us at: 416-202-5601 or email .Application Process:All applicants must be legally entitled to work in Canada. Metrolinx will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time-sensitive correspondence, we recommend that you check your email regularly. If no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate.For Internal applicants, with the recent implementation of the Internal Mobility Policy, the internal recruitment process has changed for non-union roles. Candidates must be in their current role for 12 months prior to applying for another role and each applicant must be in good standing (not participating in a Performance Improvement Plan). Please review all provisions of the before submitting your application.Should it be determined that any background information provided is misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.We thank all applicants for their interest, however, only those selected for further consideration will be contacted.WE ARE AN EQUITABLE AND INCLUSIVE EMPLOYER.#LI-SC1

Metrolinx