Manager, Security Operations (Corporate Resilience)

Metrolinx•Canada,

2d•CA$110,854 - CA$153,872•Onsite

About The Position

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. This role is an in‑office position based at our downtown location. Our team is highly collaborative, and much of our work benefits from in‑person co‑creation, relationship‑building, and hands‑on partnership with leaders across the organization. Accountable for leadership and oversight of Customer protective Service’s emergency dispatch and CCTV functions, readiness, and execution within GO Operations. This role ensures alignment between proactive security and real-time response management across the enterprise. It is responsible for directing work, governance, and performance expectations for operational execution of security services, contingency preparedness, and CCTV evidence collection, storage, analysis and secure distribution, ensuring processes and systems effectively mitigate risks, prioritizing safety, security and Customer experience.

Requirements

Completion of a degree in Criminal Justice, Emergency Dispatching, Public Safety or a related discipline – or a combination of education, training and experience deemed equivalent.
Demonstrated years of progressive experience in a Control Centre, with 5 years in a leadership role or related experience is an asset.
Experience overseeing and coordinating multiple aspects of security operations.
Certifications or Designations : Must be able to obtain and maintain secret clearance and obtain Canadian Police Information Center (CPI) security clearance.
In-depth knowledge of transportation operations principles, practices, and applicable legal and regulatory requirements governing passenger rail services (e.g. Transport Canada (TC), Canadian Rail Operating Rules (CROR), Ministry of Transportation (MTO), etc.) is required.
Competency in emergency radio communication and systems.
Competency in CCTV functions and systems.
Knowledge of Law Enforcement Tactics, Federal Criminal Law, Provincial law and the Metrolinx By-law.
Knowledge of Human Resources legislation (e.g. Employment Standards Act, Occupational Health & Safety Act, etc.).
Leadership skills to manage, mentor, and develop unit teams; experience in the application of collective agreement provisions to monitor and manage employees and contractors.
Knowledge and understanding of information technology (IT) capabilities and the budget planning and monitoring process.
Project management principles and practices to lead and direct cross functional teams and consultants engaged in simultaneous projects (i.e. development, project progress, related staff and project resources) to monitor project activities for adherence to timelines and project performance objectives.
Well-developed interpersonal and oral/written/presentation skills to assist with the preparation of reports and presentations, new directions, or recent findings in operations studies and present to technical and non-technical audiences.
Non-traditional office environment with moderate mental stress, and physical alertness.
During times of disruption or emergency situations, mental stress and physical alertness may increase from moderate to high for extended periods of time.
Environment is fast paced, with many audible inputs and potential distractions.
Work involves extended periods of intense audio/visual concentration.
This position supports a 24-hour/365-day operation, requiring direct leadership and support by the planning team on various days of the week which may include evening, weekend, and holidays.
Required to work across all shifts, including days, nights, weekends, and statutory holidays and may be required to work from various locations across the GTHA.

Responsibilities

Leads continuous improvement initiatives focused on business improvements for security functions in related to Metrolinx customers and properties.
Technical accountability to develop, implement and oversee process improvements concentrated on best practice, industry standards, and safety compliance that ensure the safety and security of Staff, Customers and assets.
Manages the team responsible for information and communication systems ensuring appropriate response to security incidents, service disruptions or safety situations including the delegation of resources, both in the field and in the Security Operations Center. provide accurate and timely data pertaining to service delivery and planning activities. Utilizes data and business unit metrics to lead teams in identifying opportunities for improvement through root cause analysis and structured problem solving.
Develops and manages processes to gather evidence required to review major events, participate in after action reviews, the system of disclosure of CCTV to law enforcement or other regulatory bodies. Ensure that staff strictly adhere to the Enterprise CCTV Policy and Freedom of Information and Privacy legislation.
Monitors and ensures that the Metrolinx Network Operations Center is notified and included in and major Incidents and consistently updated as to incident status. Participates in Network Operations Center briefings and incident management meetings during major events.
Recommend revisions to operational emergency response plans and manages daily operational related activities. Leads business unit initiatives focused on the development of incident response, safety reporting and contingency planning to support punctual and reliable customer-focused decision-making of security operations.
Reviews technical and functional incident reports to recommend operational changes; identifies weaknesses that could potentially impact safety/security, and customer satisfaction.
Leads team accountable for reviewing post-incident reports and actively participates in post-event reviews for operational changes; identifies weaknesses that could potentially impact service, customer satisfaction, and safety and provides recommendations.
Collaborates with internal stakeholders to manage strategic operational plans that align major events, incidents or project deliverables with ongoing service requirements and passenger / staff safety.
Develops comprehensive contingency plans to support accurate timetables, coordinated field operations, and seamless project execution while maintaining service reliability and operational efficiency.
Leads cross-functional training efforts to ensure a progressive and quality workforce.
Maintains , monitors and tracks data to identify security incident trends and mitigations.
Recommends and implements contingency plans with a potential to impact customers, ensuring consistency in communications, maintenance, and continuous improvement of customer service standards.
Liaises with regulators, external agencies, and emergency personnel, and coordinates response, recovery, and investigation in the event of rail-related emergency situation on the Metrolinx network.
Leads a team accountable for overseeing engagement with third-party contractors to ensure compliance with network operations standards, service level agreements, and operational efficiency. Identifies inefficiencies in third-party operations and works closely with third-party stakeholders to identify and implement continuous improvement initiatives.
Accountable for program management, continuous improvement, and review of the incident control log and Customer Protective Services records system. Accountability includes ensuring incidents are accurately recorded, assessed, and addressed in a timely manner, through prompt documentation of key details, follow-up actions, and resolution status to prevent operational disruptions and support effective incident management. Supports performance and improvement initiatives through the delivery, communication and recovery of business unit best practices in an effort to meet corporate key performance indicators and key success factors.
Strengthens collaboration and knowledge sharing by ensuring reporting and escalation protocols are followed and promoting cross-functional learning opportunities.
Leads the operational planning function by aligning service levels with customer demand and identifying gaps in baseline scheduling, proactively deploying resources and adjusting plans to enhance service efficiency.
Fosters cross-functional collaboration and knowledge sharing by reinforcing reporting and escalation protocols, coordinating learning opportunities, and ensuring teams are aligned on best practices for operational excellence.
Lead front-line supervisors, responsible for a large work group, including the preparation of staff shift schedules for proper coverage of a 24 hour/7 day operation supporting Customer Protective Services functions.
Lead, mentor, and develop a high-performing team by fostering a culture of collaboration, continuous learning, and accountability, ensuring individual and collective growth aligned with organizational goals.
Supervises the activities of staff, ensuring work activities are carried out as assigned and the service is responsive.
Monitors and evaluates staff performance to identify training needs, fostering interchangeable roles and growth opportunities; oversees the annual Performance Management Program and ensures alignment of employee goals with organizational objectives.
Accountable for leading team members who operate the processes and systems that ensure the safe and efficient incident response; ensuring actions are aligned with regulatory/legislated requirements, safety best practice and corporate policies, and customer expectations. Act as a subject matter expert, as required, within Customer Protective Services.