Duty Station Manager - Toronto, Canada - Toronto Transit Commission
Description
JOB INFORMATION
Requisition ID: 7965
Number of Vacancies: 2
Department:
Stations Department Various Locations
Salary Information:
$100, $126,172.80
Pay Scale Group: 09SA (CAN/S/K/09SA)
Employment Type: 1 Permanent & 1 Temporary until approximately December 2024
Weekly Hours: 40,
Off Days:
Rotating
Shift:
Rotating
Posted On:
June 28, 2023
Last Day to Apply:
July 5, 2023
Reports to:
Group Station Manager
The Toronto Transit Commission (TTC) is North America's third largest transit system and has been recognized as one of the top places to work in the GTA.
The TTC's recruitment efforts are directly aligned to its mission of providing "a reliable, efficient, and integrated bus, streetcar and subway system that draws its high standards of customer care from our rich traditions of safety, service and courtesy.
"General Accountability:
- Supports the management and guidance of supervisory staff and hourly rated employees and facilitates a positive experience for the customer through revenue purchases and process opportunities. Ensures a safe, clean, efficient, comfortable and secure environment at Stations and oversees the execution of service level agreements directly and/or through delegation to others.
This position works on rotating shifts and off days, and may be required to work at various locations.
Key Job Functions:
- Manage proactively all aspects of transit including operating equipment, services and staff to ensure customers enjoy a high quality of service at every touchpoint during transit.
- Lead and resolve emergency situations related to incidents at stations and ensure consistent safety of employees and customers. Coordinate with concerned emergency and security personnel at the incident site to mitigate risks.
- Assist the Supervisor with people leadership, resource management, training and performance management of staff. Work on improving relationship management and consequently improve levels of customer service.
- Assist the Supervisor in ensuring the executed Service Level Agreements are adhered to by all parties. Raise concerns with appropriate parties and follow up to ensure matters are fully addressed.
- Submit recommendations as well as assist in the development and implementation of new policies and strategies; schedules, service performance, regulations, signage, etc. to improve overall customer service.
- Act as liaison with the local community to understand concerns and issues. Liaise with outside agencies to coordinate activities during emergency situations and/or special events.
- Investigate and report any claim or occurrence that may lead to legal actions against TTC.
- Keep related Departmental Management (Transportation, Maintenance, Planning) abreast of ongoing activities or unusual problems. Participate in regular operational meetings
- Coordinate new projects and special events, e.g. arranging plain clothes followups.
- Perform administrative tasks such as running payroll, scheduling, etc.
- Promotes a respectful work and service environment that supports diversity, inclusion, and is free from harassment and discrimination. Helps to build an inclusive and accessible work and service environment for all employees and customers. Ensures the needs of employees and customers are accommodated in accordance with TTC's commitments and obligations under the Ontario Human Rights Code (OHRC) and Related Orders, the Accessibility for Ontarians with Disabilities Act (AODA), and TTC's policies
Skills:
- Manage human resources
- Gather information and conduct research
Education and Experience:
- Completion of a postsecondary college diploma or university degree in a related discipline or a combination of education, training and experience deemed to be equivalent.
Additional Requirements:
- Strong understanding of business practices and procedures
- Good understanding of safety legislation and procedures, as well as experience working in a safety critical environment
- Demonstrated ability to effectively manage a group of employees in a customer focused setting
- Experience in building relationships and working with a union
- Knowledge of standards for customer service delivery and demonstrated ability to provide effective customer service
- Sound knowledge of various relevant legislation, i
e:
Occupational Health and Safety Act, Human Rights Code, etc.
- Superior communication, influencing and interpersonal skills, verbally and in writing
- Superior investigative and problem solving skills
- Knowledge of HR policies and procedures and familiarity with various Collective Bargaining Agreement at the TTC
- Strong supervisory and human relation skills
- Experience in conducting investigations to determine root cause and analysis
- Must be subway qualified or possess
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