Manager Transportation Operations & Maintenance (Claims And Investigations)

City of Toronto•Union, NJ

22d•Onsite

About The Position

Guided by a vision to provide a safe, efficient and effective transportation system that serves residents, businesses and visitors in an environmentally, socially and economically sustainable manner, the Transportation Services Division plans, constructs and manages transportation infrastructure within Toronto’s public right-of-way, including roads, sidewalks, cycling infrastructure, bridges and laneways. If you are a strategic, politically astute operations leader with experience in transportation operations, risk management, claims, investigations, and municipal service delivery, this is an exciting opportunity to join Transportation Services as Manager, Transportation Operations & Maintenance. In this leadership role, you will provide strategic oversight of road maintenance, winter operations, emergency response, claims, and risk mitigation activities; lead and develop multidisciplinary teams; manage operational and financial resources; foster strong stakeholder relationships; and ensure safe, efficient, compliant, and customer-focused service. Reporting to the Director, Winter and Seasonal Services, the Manager, Claims and Investigations will provide strategic and operational leadership for the Division’s city-wide claims management, right-of-way patrol, field investigation, inspection, and emergency response functions. The role provides oversight of claims investigations, field operations, and infrastructure monitoring programs, establishing standards, performance measures, and risk management practices while ensuring compliance with legislative, legal, and records management requirements. Responsibilities include overseeing complex and high-risk claims and operational incidents, coordinating cross-divisional responses to infrastructure hazards and public concerns, ensuring the effective collection and preservation of evidence for insurance, risk management, and legal processes, and monitoring service quality, timeliness, and outcomes. The Manager drives continuous improvement, promotes a culture of safety, accountability, customer service, and operational excellence, and safeguards the City’s operational, financial, and legal interests.

Requirements

Post-secondary education in Civil Engineering, Transportation, Planning, Public Administration, Risk Management, Law Enforcement or a related discipline, or an equivalent combination of education and experience.
Considerable experience in management, leading operational, technical, inspection, investigation, claims, compliance, or road-maintenance functions in a complex public or private sector organization.
Considerable experience leading, motivating, and developing teams, with an emphasis on continuous improvement, accountability, employee engagement, and high performance.
Considerable experience conducting or overseeing field investigations, infrastructure inspections, evidence collection, incident documentation, compliance audits, or claims-related investigations.
Experience with insurance, claims, risk management, or legal processes, including the preparation and preservation of accurate, objective, and defensible records.
Experience applying legislation, regulations, standards, policies, and procedures related to roads, transportation infrastructure, municipal operations, or public safety.
Knowledge of, and ability to interpret and apply, relevant federal, provincial, and municipal legislation, regulations, by-laws, policies, standards, and operational guidelines related to transportation operations, public safety, municipal infrastructure maintenance, claims and risk management, records management, privacy, occupational health and safety, labour relations, and regulatory compliance.
Knowledge of contract management and procurement, including developing specifications, monitoring contractors, controlling expenditures, and addressing non-compliance.
Familiarity with managing road maintenance, winter operations, right-of-way inspections, or other transportation-related services.
Familiarity with developing, administering, and monitoring annual operating and capital budgets.
Excellent analytical and problem-solving skills, with the ability to assess risk, interpret evidence, determine root causes, and recommend appropriate corrective action.
Excellent written and verbal communication skills, including experience preparing investigation reports, briefing notes, correspondence, presentations, and Committee or Council reports.
Excellent customer-service, interpersonal, negotiation and conflict-resolution skills, with the ability to manage sensitive and contentious matters professionally.
Ability to exercise discretion, initiative, innovation, strategic thinking, and creativity in problem-solving.
Familiarity with leading organizational or operational change and implementing new processes, technologies, or service-delivery approaches.
Familiarity in issues management and resolving complex or contentious matters involving competing political, community, operational and stakeholder interests.
Ability to establish effective working relationships with employees, the public, elected officials, contractors, external agencies, and other levels of government.
Ability to provide leadership during emergencies, severe-weather events, and other time-sensitive operational situations.
Possession of and ability to maintain a valid Province of Ontario Class “G” Driver’s Licence, with access to a personal vehicle as required.

Responsibilities

Provide strategic oversight of road maintenance, winter operations, emergency response, claims, and risk mitigation activities.
Lead and develop multidisciplinary teams.
Manage operational and financial resources.
Foster strong stakeholder relationships.
Ensure safe, efficient, compliant, and customer-focused service.
Provide strategic and operational leadership for the Division’s city-wide claims management, right-of-way patrol, field investigation, inspection, and emergency response functions.
Oversee claims investigations, field operations, and infrastructure monitoring programs.
Establish standards, performance measures, and risk management practices.
Ensure compliance with legislative, legal, and records management requirements.
Oversee complex and high-risk claims and operational incidents.
Coordinate cross-divisional responses to infrastructure hazards and public concerns.
Ensure the effective collection and preservation of evidence for insurance, risk management, and legal processes.
Monitor service quality, timeliness, and outcomes.
Drive continuous improvement.
Promote a culture of safety, accountability, customer service, and operational excellence.
Safeguard the City’s operational, financial, and legal interests.