Manager, Transit Operations - Transit Control & Route Supervision

Job Summary

Reporting to the Senior Manager of Transit Operations, you will contribute to the delivery of the highest quality services to the people of Mississauga. Responsible for managing, the Transit Control Centre, communication to Operators, Customers, Transit Maintenance, 
Transit Leadership team, Attendance Management and training of Transit Control and Mobile Route Supervision staff. Your leadership will transform your area into a high-performance team supporting front-line service delivery. You will provide advice and guidance to Operations Supervisors on the consistent application and interpretation of corporate policies, the collective bargaining agreement, and Health & Safety while utilizing human resources principles, processes and protocols. The Manager, Transit Operations - Transit Control & Route Supervision will manage Operations Supervisors to provide leadership to a team of transit controllers and front-line route supervisors by managing daily transit service delivery reliability, field operations and also be responsible for developing the Transit Control Centre as Operations Communication Hub and Emergency Management Centre.

Duties and Responsibilities

•    Provide performance management, advice and guidance to Operation Supervisors, and Transit Control and mobile Route Supervisors working in 24/7 & 365 days operational environment. 
•    Manages Transit Control and Mobile Supervision team resources, activities, and budget. Prepares short and long-range operational strategies and programs, including an annual work plan to ensure current and future Transit Control operational and environmental requirements are met. 
•    Assess problems and opportunities, make recommendations to key stakeholders to continuously improve on emergency response and communication process and offer advice and guidance to support business goals and interests.
•    Develop and Manage policies, procedures, standards, operational rules, and regulations (Incident/Accident notification, Emergency notification system, Customer communication, Emergency Response protocols etc.) to ensure safety standards are met and transit service reliability commitments are maintained without any disruptions for 24/7 and 365 days.
•    Work collaboratively with Customer Service, Operations Report & Allocation Office, and Transit Maintenance to effectively manage daily transit service reliability and operational communications.
•    Manage Labour Relations issues, including grievances.
•    Participate in Health and Safety related matters ensuring operational policies and procedures are adhered to.
•    Provide direction to Operations Supervisors to develop training strategies and quality assurance programs for improving team and employee performance by actively managing stats and key performance indicators of Transit Control & Route Supervision and service delivery, and implementing new and innovative ideas to maximize the effectiveness of Transit Operations Team working with other Operations Managers. 
•    Participate in various city-wide and divisional strategic projects to provide Operational input.
•    Other duties as assigned.

Skills and Qualifications

•    Post Secondary degree in the field of Emergency Management, Business Management, or a related discipline.
•    Knowledge, experience and expertise in the areas of control centre or 24/7 operations communication centre is required.
•    Minimum five (5) years’ experience in a management role and minimum eight (8) years’ experience with control centre, front-line staff management and labour relations.
•    Additional experience in an 24/7 & 365 days operations environment is strongly preferred.
•    Experience with managing labour and employee issues is an asset. 
•    Solid understanding of public transportation/transit industry and trends is highly desirable.
•    Ability to solve complex issues, in a multi-disciplinary context.
•    Excellent oral and written communication skills, including presentation skills along with ability to develop Operational strategy and policy and Standard Operating Procedures (SOPs).
•    Excellent time management and organizational ability.
•    Demonstrated strong project management skills balanced with a pragmatic, results-oriented approach. Demonstrated leadership ability for coaching, developing and leading a team through times of continuous change while maintaining a positive, healthy and productive work environment.
•    Tact and diplomacy to deal with internal and external stakeholders including Members of Council, the public and community groups.
•    Proficient computer skills and strong working knowledge of the Collective Agreement.
•    Strong working knowledge of all relevant legislation including ESA, OHR, WSIB, OHSA, HTA and Operator licensing requirements.
•    Primarily office environment: on call 24 hours/day for critical occurrences.
•    Must have a valid driver’s licence with clear abstract along with a clean Criminal Record acceptable to the City.
•    Ability to travel to various locations.