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Duty Station Manager


Job Opportunity Program
Location: Toronto, Ontario
Posted On: July 15, 2013
Last Day to Apply: August 12, 2013
Employment Type: Full Time

Duty Station Manager

These opportunities within our Service Delivery Group call for safety-minded and customer-focused team leaders who can inspire and promote service delivery excellence underpinned by a safe, clean, efficient, comfortable and secure environment at all TTC Stations.

Guided by a new and ambitious Corporate Plan, the Toronto Transit Commission (TTC) has embarked on a 5-year journey to transform and completely modernize North America’s third largest transit system into a transit system that makes Toronto proud. That’s our vision and that’s where you can make your mark. As a Duty Station Manager, you will be part of the leadership team that will help the TTC realize its mission “to provide a reliable, efficient and integrated bus, streetcar and subway system that draws its high standards of customer care from our rich traditions of safety, service and courtesy.”

Reporting to the Group Station Manager, you will assist in managing and guiding Station Supervisors, Customer Service Agents and other staff in providing World Class Customer Service at TTC Stations. An integral part of your mandate as a Duty Station Manager will be to support the Group Station Manager in facilitating a positive and valued customer experience at all TTC Stations. In this regard, you will assist in overseeing the execution of service level agreements – both directly and through delegation.

KEY ACCOUNTABILITIES

As a Duty Station Manager, you will be specifically responsible for:

  • assisting the Group Station Manager in leading staff by maintaining high standards of performance, productivity and competence through clear direction, effective communication, coaching, performance management, training, development and relationship management to deliver a high level of customer service
  • acting as the Lead in the management of emergency situations arising at the station, and ensuring the safety of employees and passengers
  • treating passengers and/or employees with respect and dignity, and ensuring that the needs of passengers or employees with disabilities are accommodated and/or addressed within the area of responsibility in accordance with the Ontario Human Rights Code and Related Orders so that they can fully benefit from the TTC as a service-provider and an employer.

SKILLS, KNOWLEDGE & EXPERIENCE

Your impressive profile as a Duty Station Manager will include the following highlights:

  • A strong understanding of business and safety legislation, practices and procedures, as well as experience working in a safety critical environment.
  • A demonstrated ability to manage a group of employees effectively in a fast-paced, customer- focused setting, as well as experience in building new relationships and working with a union.
  • Knowledge of relevant policies and procedures, government legislation and regulations as they apply to transit services, including the Collective Agreement, Occupational Health and Safety Act, corporate policies, human rights, discipline process and transportation regulations.
  • Computer literacy, with a good working knowledge of computers and computerized applications related to the work being performed.
  • Exceptional oral and written communication skills.
  • Superior investigative and problem-solving skills to deal with many different areas of emergency response.
  • Strong supervisory and interpersonal skills to promote a harmonious working environment.
  • Well developed organizational and effective time management skills.
  • Excellent administrative, team-building, leadership and decision-making skills.
  • Good public relations and customer service skills.
  • Completion of a post-secondary education in a relevant discipline, or the equivalent, combined with several years of progressive supervisory and operations experience.
  • You must have or rapidly acquire a comprehensive knowledge of the Ontario Human Rights Code and Related Orders, including disability accommodation and accessibility requirements pertaining to passengers and employees.

Annual Salary Range: $86,569 – $108,264 (based on a 40-hour workweek with rotating shifts and off-days)

At the Toronto Transit Commission (TTC), we place a high value on establishing a workplace where people are challenged and respected every day, and we keep Toronto moving with a dedication to service, safety and convenience that is unparalleled in our industry. We invite you to join our team in delivering on our commitment to creating a transit system that makes Toronto proud.

Committed to the principles of employment equity, the TTC encourages applications from Aboriginal people, people with disabilities, racial minorities, and women. We thank all applicants for their interest, but advise that only those selected for an interview will be contacted.

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