Regional Facility Manager - Union

Metrolinx•Canada,

2d•CA$140,764 - CA$198,828•Onsite

About The Position

Metrolinx is connecting communities across the Greater Golden Horseshoe and 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 Union Station 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. Our Operations & Safety (GO & UP) division promotes diversity, equity, and inclusion by ensuring equal employment opportunities and fostering a supportive workplace culture. Our Customer and Transit Operations Office is seeking a Regional Stations Manager, to provide senior leadership support. Direct and manage face to face customer services operations of GO / UP and PRESTO at over 100+ facilities across the network which includes all rail stations, bus terminals, Park N Ride lots, across the agency network, ensuring delivery of customer service and satisfaction and operational integrity.

Requirements

Demonstrate years of progressive experience leading facility operations and maintenance of customer service and facilities, retail and/or facility management, preferably in a leading transportation/transit sector.
Completion of a degree in Business Administration, Commerce, Engineering – or a combination of education, training and experience deemed equivalent.
Experience 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 operational performance improvement and quality assurance methodologies, best practices, and processes to increase efficiency and effectiveness, and foster continuous improvement of customer services and maintenance operations of GO / UP and PRESTO at the Union Station Campus.
Experience in project management and related systems requirements and development methodologies, to lead and support the delivery of a portfolio of very large inter-dependent projects with high complexity, risk, and organizational impact.
Budget development, risk management and financial management experience and skills to develop and monitor operational budgets.
Leadership and management skills to manage and motivate staff to meet or exceed customer expectations.
Research, analytical and problem-solving skills to research customer segmentation and refine customer service initiatives and improvement programs; evaluate and address contractor and supplier performances and recommend plans for improvement.
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.
Personal resiliency to manage conflicting pressures and address front-line customer-facing issues.
Verbal/written/presentation skills to manage communication with project portfolio stakeholders, resolve issues, and tailor communication style and delivery for a variety of audiences.
Incident Management skills equal to the Incident Management System (IMS) 200 designation, with IMS 300 being preferred

Responsibilities

Accountable for the customer experience, facility operations and cleaning at Union Station Campus, inclusive of the Union Station Bus Terminal, Union Station, UP Express and any future stations added to the Union Station Campus Station Facility Operations divisions
Directs and oversees the development of structure, framework and KPIs to effectively manage facility operations and safety around events, service changes, construction, and service disruptions
Manages the development and implementation of safety plans that focus on prevention of injury. Measures trends and develops mitigation plan to correct gaps in performance.
Establishes the protocols and directs / Manages the response to service recoveries and emergency situations which can include the involvement and cooperation of government agencies (e.g., Ministry of the Environment in the case of fluid spills (MOE), TSSA, Building & Fire Code, etc.).
Ensures the readiness and reliability of the electrical, mechanical, fire and life safety and emergency systems at Union Station
Ensures that Emergency supplies and equipment are kept in a state of readiness.
Is the Metrolinx lead for facility related incidents at Union Station
Accountable to ensuring the Asset Management Plans for Union Station are performed
Leading and/or collaborating in post incident debriefs, managing the development and implementation of improvement plans
Directs the implementation of strategic plans, business plans to ensure successful delivery of business objectives as well as manage risk/mitigation analysis, monitors performance, risk and leads the development and implementation of action plans.
Directs and manages the development of Business Continuity Plans (BCP) plans and exercises to ensure effectiveness and continuity of the business for owned function.
Develops and establishes service and performance standards, benchmarks, reporting and measurement processes to monitor and improve service quality and delivery.
Creates a working environment that is aligned with the organization’s desire to be “an employer of choice”, ensuring that people resources possess the required skills, are properly aligned, and are provided with the resources to do the job.
Oversees 30+ staff (bargaining and non-bargaining) through multiple direct reports, responsible for delivering a high degree of employee satisfaction through appropriate leadership, communication, training and coaching and performance management.
Oversees and support the administration of the facilities contracted services
Chairs the Facility Operations stakeholder committees at Union Station
Plans and develops strategies for managing grievances, arbitration hearings, human rights tribunals and negotiating collective agreements.
Provides senior leadership, oversight and direction to staff, project teams and vendors delivering a portfolio of inter-dependent projects; delivers timely feedback to ensure a cohesive operational unit and the optimum use of team skills; monitors the achievement of performance objectives; develops and implements action plans to address performance gaps.
Provides creative thought leadership with input from others to develop and deploy a strategic vision and connects and aligns projects with strategic corporate goals.