Regional Manager, Customer Protection

Metrolinx•Canada,

4d•CA$140,764 - CA$198,828•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 Union Station Office and a Regional Office in either the East or West Regions. 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. We support this commitment by providing: Competitive Pension Plan Employee learning & development programs and reimbursement Recognition of prior Public Service for Vacation Entitlement Employee Assistance and Wellness Benefit Programs Parental Leave top-up, lactations accommodation and childcare partnerships Menopause Policy Employee Resource Groups

Requirements

Completion of a degree in Business Administration, Criminology, Legal Studies, Law Psychology or similar – or a combination of education, training and experience deemed equivalent.
Demonstrated years of progressive experience leading leaders, specifically in public safety operations and crisis incident management, large crowd management strategies preferably in a leading transportation or law enforcement sector.
Ability to obtain Special Constable Status. Secret Clearance. Level 300 IMS
A valid Ontario Class "G" driver's license is required.
Experience leading transformational change, risk management and assessment initiatives to adapt to new or changing requirements and leading 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
Extensive experience leading and managing both unionized and non-unionized employees, with demonstrated expertise in the interpretation, application, and administration of collective agreements. Candidates must possess strong knowledge and experience in human resources processes, including performance management, attendance management, workplace investigations, discipline, conflict resolution, grievance management, accommodation, return-to-work programs, employee development, and talent management within complex operational environments. Experience fostering positive labour relations while ensuring compliance with employment legislation, organizational policies, and collective agreement provisions is essential.
Diplomacy, negotiation and persuasion skills to administer, review, and negotiate vendor contracts, and manage customer service and facilities management issues;
Leadership and management skills to manage and motivate a team/unit as well as cross functional teams and set high standards and clear expectations
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 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;
Strong understanding of police operations and comfort in liaising with police and other partnering agencies.

Nice To Haves

Senior Leadership in law enforcement will be an asset.

Responsibilities

Leads the Duty Managers and ensures that Customer Protection Officers, Station Safety Ambassadors and Revenue Protection Officers are working together to deliver on the CPS Mandates.
Collaborates with stakeholders, such as the NOC, Station Operations, Emergency Services, City of Toronto Operations, Property Management and Security, Emergency Services and other stakeholders and contractors, to provide support and assistance in delivering safe, efficient, and effective services in timely manner.
Establishes and maintains strong partnerships with external safety and security stakeholders to ensure efficient protection of the right of way, Metrolinx property, equipment, staff and the public.
Assists the Director CPS in the development and implementation of policies and procedures in customer protection with corporate, government and legislative directives and regulations (e.g. program plans, staff and facility safety and security, handling hazards, and maintaining statutory compliance.
Directs a dynamic team which comprises of non-union and unionize staff, the team consistent of Duty Managers, Customer Protection Officers, K9 Officers, Revenue Protection Officers and Station Safety Ambassadors.
Manages relationships and establishes operating protocol and liaises with regional and municipal police services as well as Railway Police agencies (e.g. Canadian National Railway (CN), and Canadian Pacific Railway (CP) Police and the Ontario Provincial Police (OPP)), to ensure timely response to emergency occurrences and concerns.
Represents Metrolinx in discussions with other regulatory authorities, standards bodies and agencies, and influences and negotiates when appropriate to support Metrolinx innovation and excellence;
Builds collaborative relationships with organizational leadership and gains trust with stakeholders (e.g. customers, other business units, tenants, local transit) to foster good relations, gain support, develop resources, drive results, realize project outcomes, manage conflicts, and represent the needs of customers, stakeholders, operations, and maintenance.
Accountable for the successful implementation of plans, best practices and strategies to drive change and instil a working culture of inclusion, safety and customer service that drives continuous improvement initiatives to support and foster the advancement of customer service change management initiatives
Monitors the daily operation of all Customer Protection activities in the assigned line through reports generated by a variety of media, and by direct observation of staff behaviors and interactions, to ensure the necessary adjustments are made to meet immediate service needs and quality standards.
Oversees bargaining and non-bargaining staff, responsible for delivering a high degree of employee satisfaction through appropriate leadership, communication, training and coaching and performance management; Makes strategic decisions with respect to hiring and building the CPS and Logistical team, ensuring team’s skills and capabilities are cohesively contributing to team objectives, support performance management and development for all staff.
Implements employee engagement initiatives and builds a culture that inspires the leadership and front line staff of Customer Protection Operations to empower staff, enable idea generation, feedback and decision making.
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.