Job Description

POSITION SUMMARY

The Senior Manager, Off-Street Operations reports to the Director, Off-Street Operations and ensures efficient, effective, safe and customer-centric daily operations in the Toronto Parking Authority\xe2\x80\x99s (TPA) off-street assets. The incumbent is responsible for the overall management and co-ordination of various operation functions within the Off-Street Operations team. Their experience should reflect an understanding of the impact operations performance has in the areas of delivery, cost, and service. This role may require knowledge and deployment of continuous improvement techniques, strong analytical and quantitative skills, excellent communication, interpersonal effectiveness, project management and leadership. The Senior Manager, Off- Street Operations is also involved in human resources matters including labour relations. The Senior Manager, Off- Street Operations will oversee and manage all revenue channels (Off-Street Parking) and deliver the P&L to plan. The role will be focused on ensuring an exceptional customer experience in off-street operations that inspire confidence and feelings of safety and security for our stakeholders.

RESPONSIBILITIES

Operations of Parking Services

• Motivate, direct, coach and develop a diverse, high performing off-street team to meet established goals and organizational capability.
• Routinely review business results with the off-street team to maximize performance.
• Oversee and manage the daily activities of the off-street business to ensure reliable, and consistent operations.
• Be accountable for the effective management, leadership and application of resources (staff, facilities, materials and equipment) within facilities.
• Manage and analyze Key Performance Indicators (KPIs) for the off-street facilities.
• Review of daily reports on KPIs and other business/operations activities for off-street facilities.
• Communicate with stakeholders, including the VP Operations, Operations management and staff, general public, contractors and suppliers, other municipal agencies; represent the TPA at a variety of internal and external meetings.
• Manage according to the TPA\xe2\x80\x99s Collective Agreements and existing policies and programs and handle level 1 and 2 grievances as appropriate.
• Monitor the Off Street pay parking operations to ensure that a high level of maintenance is provided to the parking meters and parking equipment.
• Oversee and monitor special event functions and programs.
• Ensure a high standard of appearance, operation and maintenance of facilities, vehicles and equipment.
• Be accountable for responding to escalated emergency situations that occur with an employee, customer, or property (make safe, delineate hazards, report, follow up etc.) and escalating the occurrence in a timely matter to Directors and VP, Operations.
• Oversee and monitor the implementation of new products and services to TPA facilities.

Project Management

• Responsible for managing the resources, scope, budget, schedule, and quality of deliverables of the assigned programs and/or projects.
• Accountable for on time, on budget, and on scope completion of assigned projects that are compliant with applicable external legislation and internal policies and processes including project governance framework and project management methodology, and provide feedback for continuous improvement as requested.
• Develop broad concepts into executable plans and manage the plans from requirements through design and implementation.

Operational and Strategic Planning

• Develop and implement improved processes, procedures, and policies based on ongoing monitoring. Assess the off-street assets to identify areas for enhanced productivity and efficiency; forecasting human resource requirements; support and recommend new revisions to existing operational standards and tools to ensure service mandates are met.
• Lead change management initiatives that ensure high level of team communications and engagement throughout the process.
• Develop and implement standard operating procedures in collaboration approach with team members.
• Ensure that the strategies developed are being executed on a daily basis.
• Ensure compliance to company policies and standards.

Leadership and Labour Relations

• Oversee and monitor the day-to-day delivery of operations excellence, direction of staff of the TPA\xe2\x80\x99s Facilities Maintenance and Parking Services team through effective leadership, coaching and operational efficiency; ensure effective teamwork, a high level of work quality and group and individual performance of the Facilities Maintenance and Parking Services team; encourage innovative and critical thinking.
• Effectively communicate our TPA Vision, Mission with staff.
• Motivate managers and supervisors by involving them in the business through obtaining their ideas and feedback.
• Build a great place to work; promote a healthy environment.
• Ensure safety plans are adhered to and that all the correct tools and PPE are in place.
• Empower managers and supervisors to use judgement, apply empathy to resolve customer issues.

• Provide training, tools, resources to the teams.

• Ensure a high standard of attendance, appearance and conduct of management and field operations personnel, including adherence to the TPA\xe2\x80\x99s Core Values, policies, operating procedures and standards.
• Model behaviour that embodies the organization\xe2\x80\x99s Core Values and support its success in ensuring operational excellence, through effective leadership, teamwork, collaboration and communication.
• Work closely with management to effectively manage staffing and individual performance, performance management, progressive discipline, training and development and staff retention, within the framework of the Collective Agreement.
• Ensure and promote a safe and healthy work environment through compliance with applicable employment legislation including but not limited to, Occupational Health and Safety Act and Regulations and Joint Health and Safety Committees (JHSC), Employment Standards Act, Ontario Human Rights Code.
• Maintain up-to-date knowledge of the parking and facilities maintenance industries and involvement of city agencies.

Budgetary Responsibilities

• Responsible for the effective planning, management and control of oversight of allotted TPA resources (financial, staff, facilities, materials, vehicles and equipment) for the off-street facilities team

QUALIFICATIONS:

• A university degree or college diploma or combination of equivalent experience
• Minimum of eight (8) years\xe2\x80\x99 experience in an operations management role; experience in facilities or parking is an asset but not essential
• Experience managing a team in a unionized environment, with at least five (5) years in a leadership position.
• Ontario Class "G" driver\xe2\x80\x99s license in good standing
• A commitment to professional development and continuous learning
• Experience coaching, developing and motivating staff
• Extensive customer service experience
• Demonstrated proficiency with MS Office
• Proven good and sound judgement

• Expertise in key business drivers used to gauge the effectiveness and performance of an internal group
• Ability to collaborate cross functionally and coordinate efforts around continuous improvement
• Detail oriented with the ability to handle competing priorities while remaining flexible and adaptable in a complex and changing work environment
• Strong organization and time management skills
• Demonstrated project management and conflict resolution skills.
• Excellent interpersonal skills with the ability to establish and maintain good working relationships; able to maintain a calm, professional approach when dealing with difficult situations.
• Excellent communication skills, including verbal communication and written communication skills to draft clear and concise correspondence and formal reports
• Developed decision-making, creativity, critical thinking and problem-solving skills to develop solutions and appropriate responses to problems in the face of conflicting needs
• Strong working knowledge of employment laws, including Occupation Health and Safety Act, Regulation for Industrial Establishments, WHMIS regulations, Employment Standards Act and Human Rights Code, Collective Agreements
• A commitment to professional development and continuous learning.
• Experience delivering structured and formalized coaching to staff along with interviewing and performance management.
• Demonstrated proficiency with MS Office.

Experience in developing and managing budgets.

• Our operations are 24/7 schedule. Must have the ability and willingness to periodically visit our sites according to our operations schedule.
• Internal candidates: No new or reclassified employee with less than one (1) year\xe2\x80\x99s continuous on the job service may apply.

** NOTE**

As employees we all share in maintaining a safe environment for customers and visitors and a safe work environment for TPA employees. This environment always promotes and exemplifies our Core Values of Excellence, Innovation, Collaboration, Service, Respect and Commitment.

TPA is committed to upholding the values of equity, diversity, anti-racism and inclusion in the delivery of its services and workplaces. TPA is committed to fostering a diverse workforce that is representative of the community it serves at all levels of the organization, and supports an inclusive environment. TPA welcomes applications from members of groups with historical or current barriers to equity, including but not limited to Black and racialized groups, women, Indigenous peoples, persons with disabilities, people from the LGBTQ(IA2S+) community, and others with the skills and knowledge to productively engage with diverse communities. We seek to maintain our commitment to excellence and recognize that increasing the diversity of our employees supports this objective. We are dedicated to equal opportunity.

TPA encourages applications from all qualified applicants and is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (\xe2\x80\x98AODA\xe2\x80\x99). If you require accommodation for disability during any stage of the recruitment process, please notify Human Resources.

TPA has an Employment of Relatives Policy which controls relatives of current employees from being hired, assigned, transferred or promoted into positions where there is a conflict of interest due to relationship. Should you be selected for an interview, you will be asked to disclose the name, relationship and position of any relative who is a current TPA employee.

We thank all applicants; however, only those selected for an interview will be contacted.

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Toronto Parking Authority