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. Our Bus Business and Strategy office is looking for a Senior Manager who will be responsible to lead the Bus Transformation Program, and Service Vetting (part of the broader service planning process) under the direction of the Director, Training & Workforce Management, and will ensure the timely and effective delivery of all key initiatives linked to the Transformation and Service Planning, and the continuous improvement of all of the supporting processes. What will I be doing? Leads the Bus Transformation and Planning strategy update process (Plan-Do-Check-Act), managing the development long-term strategic plans to be delivered by Bus Services operating pillars: Bus Operations, Bus Fleet Maintenance, and Bus Facilities. Provides strategic advice to Director, VP, COO and Bus Services Leadership to set the vision and roadmap that will realize Bus Services vision of Regional Express Bus while ensuring a consistent approach to service planning, operational excellence, and customer satisfaction. Manages the ongoing review of the strategy and planning process with Bus Services Senior Leaders and other internal stakeholders ensure alignment and integration of divisions/business plans to deliver the 3-year Transformation Plan outcomes. Responsible for the critical analysis of Bus Transformation key performance indicators, and to lead the cross-divisional review of continuous improvement opportunities and actions. Leads the executive team through the transformation planning process to define and refine Bus Services approach to Program Management, and Change Management (People, Process, Technology, Structure, Culture). Delivers strategic advice, expertise and recommendations to the Director, Training & Workforce Management, and the Vice President, Bus Operations, Metrolinx executive and corporate business units, utilizing influence and persuasion to promote the acceptance and adoption of innovative ideas and customer service improvements. Articulates and manages the deployment of medium- to long-term strategies to deliver Bus operations change program, and service plan, aligned with the 3-Year plan as well as the corporate vision and overall goals. Leads the development and improvement of the 9-step service planning process to deliver service in line with the 10-Year Strategy, customer insights, and P&L goals; monitors and analyzes customer data to build a service plan to better meet customer needs. Leads the operationalization of transformation and service strategies through the development, testing, and deployment of projects supported by rigorous research, analysis, and solid business case creation. Leads the development, implementation and dissemination of key performance indicators, trends, forecasts, and metrics to actively monitor Bus Transformation; sets service standards, directs continuous improvement, and informs executive decision-making. Works closely with the Director, Training & Workforce Management to deliver the annual planning cycle, and all deliverables related to transformation & change. Directs and guides the identification of opportunities and roadblocks to transformation (program, change and service); applies political acuity, tact, and relationship management to ensure risks are detected, assessed, managed and/or resolved; monitors development and implementation of mitigation plans to maximize opportunities. Prepares for and presents projects and initiatives for the Bus Senior Management, Metrolinx Senior Management Team, and the Metrolinx Board. What Skills and Qualifications Do I Need? Completion of a degree in Business or a related discipline – or a combination of education, training and experience deemed equivalent. Demonstrated years of experience in managing complex change efforts and/or business process improvements, including leading a department or managing a business unit, preferably in the public sector. Project Management Professional (PMP) is an asset. 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 project management and related systems requirements and development methodologies, to support the delivery of a portfolio of very large inter-dependent projects with high complexity, risk, and organizational impact; experience with leading and managing project development, project progress, related staff and project resources, monitoring project activities for adherence to timelines, and monitoring project performance results, ensuring alignment with corporate project management methodologies and processes. Budget development and financial management experience and skills to develop and monitor regional and operational budgets. Leadership and management skills to manage and motivate staff to meet or exceed customer expectations. 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. Leadership and management skills to manage and motivate a team/unit as well as cross functional teams and set high standards and clear expectations. Vendor and contract management, negotiation and influencing skills to advise on procurement strategies and negotiate contractual obligations and amendments with vendors. Effective written, oral, presentation and interpersonal skills to articulate and present advice, options and recommendations to senior management, executives and business clients on fare systems/fare collection programs, projects and technology solutions. Knowledge of policy development, budget control, risk and change management, and project management principles and methods to lead and manage strategic/business planning programs, projects and continuous improvement initiatives. Knowledge and experience with the Project Management Body of Knowledge (PMBOK) is an asset. Training in change management or knowledge of change management methodologies and best practices would be an asset. Experience managing stakeholder and vendor relations to develop, establish, and manage external resources, and monitor contract compliance. Work occasionally involves short periods of intense audio/visual concentration. Depending on type of transformation or meetings, may be required to travel to different locations for purposes of meetings. May be required to be available outside regular office hours as required to address demanding, pressing, imminent, priority business concerns of a critical, and urgent time sensitive nature. 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