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Locations: Various shifts and locations across the GTHA
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.
We embody our values in everything that we do. We Serve with Passion, Think Forward, and Play as a Team. If you can relate, we want to hear from you!
The Customer Proactive Services division is seeking a Manager, Revenue Protection & Logistics to lead and manage the effective and efficient delivery of fare inspection, enforcement, program maintenance and education as well as parking enforcement, citation review/resolution and alternative dispute resolution. The Manager will also be responsible for managing the logistics and marketing for the Customer Protective Services division. The Manager will report into the Director, Revenue Protection.
What will I be doing?
Manages the development, implementation, and management of the enterprise revenue protection strategies and operations onboard and offboard for GO Transit and UP Express systems (in alignment with PRESTO delivery) which includes the regional transportation system at over 100+ facilities across the entire network including all rail stations, bus terminals, Park N Ride lots, ensuring delivery of revenue protection, bylaw compliance in a manner that aligns with our corporate goals and objectives.
Supports the development and maintains a scalable business model that sees increasing returns as it invests more in capital, labor and services to meet the business needs maximizing the potential for fare and non-fare revenue while also driving service excellence.
Supports the development and maintains an optimized, service model(s) to meet changing business needs, maximizing effectiveness through service excellence and customer compliance and satisfaction.
Manages the operation and provides direction for fare inspection, enforcement and customer service strategies and programs that maintain the integrity of the fare revenue system in accordance with legislation, regulatory requirements, and corporate policies.
Take ownership of safety, security, and revenue protection for a specific Metrolinx corridor and its corresponding geographical area. Will act as a cross functional shift Manager, the incumbent will support managing Customer Protection Officers with incidents, de-escalation, safety and customer service issues. As shift Manager leads Customer Protection Officers to deal with incident, de-escalation, safety concerns.
Implements strategic revenue protection plans to ensure service changes and expansion conforms to the operational needs of revenue protection and service quality standards/objectives.
Responsible for building and embedding an inclusive and safe culture for all employees, passengers, and public.
Supports the Director in the development and implementation of programs that will provide value to the enterprise-wide strategy.
Supports the development and implementation of a customer excellence program and approach to the revenue protection program.
Supports in the development and tracking of targets against the KPI for compliance and greater revenue recovered for all rail, bus corridors, and parking including during special events, regular scheduling and last night trips .
Manage, develop, and implement new technology. Review all project plans, lead the procurement, and have oversight of implementation.
Manages the administration of the Security Division uniform & equipment program and related processes to ensure timely outfitting of all uniformed staff working in coordination with the corporate uniform program.
Manages the sound logistic management processes in managing inventory, fleet support equipment including vehicles and provides administrative support services and vendor relationship management reporting.
What skills & qualifications do I need?
Completion of a degree in Business Administration, Accounting, Legal Studies, Law or a related discipline – or a combination of education, training and experience deemed equivalent.
Minimum eight (8) years’ progressive experience in managing, developing and implementing revenue protection strategies and operational planning.
Knowledge and experience in the application of Code of Conduct and rules of procedure and other current laws and their application to provincial and by-law offences, provincial statutes, and case law, including cases relating to prosecutions and appeals and the relevant sections of the Canadian Constitution and Charter of Rights and Freedoms.
Knowledge of the theory, principles, and practices relating to legal advocacy.
Knowledge of security operations and programs, customer service excellence, and transit operations
Knowledge of operational performance improvement and quality assurance methodologies, best practices and processes to increase efficiency and effectiveness, and foster continuous improvement
Experience leading transformational change, risk management and assessment initiatives to adapt to new or changing requirements and lead change throughout the organization.
Research, analytical and problem-solving skills to research customer segmentation and refine customer service initiatives and improvement programs.
Experience leading audits and developing compliance policies, procedures, processes, tools and training based on industry best practices.
Budget development, risk management and financial management experience.
A valid driver’s license in good standing.
Taking an Oath of Public Service, and passing security clearance and a Criminal Records Check are required.
Relationship management, partnership building, collaboration skills to work effectively and collaboratively with various internal/external stakeholders.
Ability to maintain confidentiality and exercise good judgement and discretion when dealing with confidential information and responding to enquires.
Interpersonal and oral/written/presentation communication skills to develop and implement corporate bylaws and supporting with draft legal opinions.
U nusual Working Conditions:
Regular travel to facilities with exposure to inclement weather conditions and difficult road conditions and infrequent exposure to outdoor and potentially hazardous scenes.
A ccommodation:
Accommodation will be provided throughout the hiring process, as required. Applicants must make their needs known in advance.
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. Should it be determined that any background information provided be misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.
Metrolinx employees are required to be fully vaccinated against COVID-19 in accordance with Metrolinx’s Mandatory COVID-19 Vaccination Policy as a condition of being eligible for the recruitment process. Proof of COVID-19 vaccination will be required. If you are not able to obtain COVID-19 vaccination for a reason related to a protected ground of discrimination under applicable human rights legislation, you can request accommodation from Metrolinx.
We thank all applicants for their interest, however, only those selected for further consideration will be contacted.
AN EQUAL OPPORTUNITY EMPLOYER
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