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.
The Customer Protection Services division is seeking a Director, Revenue Protection to lead the development, implementation and management of the enterprise revenue protection strategy and revenue enforcement operations. This includes the regional transportation system at over 100+ facilities across the entire network including all rail stations, bus terminals, and Park N Ride lots ensuring delivery of revenue protection and bylaw enforcement in a manner that aligns with our corporate goals and objectives. Reporting into the VP, Customer Protection Services, the Director will be responsible for building and embedding an inclusive and safe culture for all employees, passengers, and public.
What will I be doing?
- Lead the development and implementation of the enterprise revenue protection strategy that will protect the organization’s revenue.
- Direct the continuous improvement of enterprise revenue protection strategies, ensuring the strategy adapts to our growing, changing, complex working environment. This includes reviewing, developing, advising, and updating Metrolinx processes to achieve a fair and consistent customer experience which maximizes the ability to collect revenue.
- Develop strategic revenue protection plans to ensure service changes and expansion conforms to the operational needs of revenue protection and service quality standards/objectives.
- Develop and maintain a scalable business model that sees increasing returns as it invests more in capital, labour and services to meet the business needs maximizing the potential for fare and non-fare revenue while also driving service excellence.
- Develop and track targets against the KPIs for compliance and greater revenue recovered for all rail, bus corridors, and parking including regular operations, special events, and last night trips.
- Develop and implement policies and procedures in compliance with corporate, government and legislative directives and regulations (e.g. program plans, staff and facility safety and security, handling hazards, and maintaining statutory compliance for Administrative Fees (Ontario Regulation 282/10) Provincial Offences Act and Provincial Offences Officers.
- Lead, develop, and implement a customer excellence program and approach to the revenue protection services. Ensure Managers and divisional staff protecting revenue have the correct training to be able to de- escalate situations successfully.
- Direct the team by identifying technical, operational and project risks and develop risk mitigation strategies to eliminate/minimize organizational risks/disruption to the delivery of quality revenue protection services.
- Collaborate with Directors within Protective Services, and other senior internal stakeholders to develop the revenue protection program that aligns with safe organizational delivery.
- Represent the Customer Protection Division as a key stakeholder at multiple cross functional/Divisional planning to establish standards and processes corporately as they relate to Revenue Protection, including monthly senior management reporting on revenue protection
- Advocate for continuous improvement to Revenue Protection activities as they relate to Customer Service.
- Act as an internal advocate for projects; lead remediation plan execution, and monitors and establishes governance and transparency with customers, other business units, local transit, etc.;
- Oversee the development of quality assurance metrics of contractor and supplier performance and review/approves corrective action plans for performance deficiencies;
- Direct the administration of Customer Protective Services uniform & equipment program
- Direct sound logistic management processes for all of CPS in managing inventory, fleet support equipment including vehicles and provides administrative support and vendor relationship management reporting.
- Direct a dynamic team which comprises of non-union and unionize staff, the team consistent of Managers, Supervisors, Coordinators, and Revenue Protection Officers.
- Lead and have oversight of all recruitment activities to ensure all recruitment activities are fair, consistent, and follow the collective agreement terms.
Manages the strategic planning, implementation, service delivery and operation to protect the organizational revenue which includes a functional budget to support service delivery excellence for the revenue protection.
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What Skills and Qualifications Do I Need?
- Completion of a degree in Business Administration, Accounting, Legal Studies, Law, or a related discipline – or a combination of education, training and experience deemed equivalent. Masters would be considered an asset.
- Demonstrated years of progressive senior management experience leading, developing, implementing enterprise revenue protection strategies and operations preferably in a leading transportation/transit sector.
- Must be able to obtain and maintain Provincial Offences Officer appointment, Special Constable Status, Security Level Clearances and IMS certification with the Government of Ontario.
- A valid Ontario Class "G" driver's license is required.
- Leadership/senior level management oversight experience.
- Experience working with unionized employees as well as collective agreements interpretation and application.
- Personal resiliency to manage conflicting pressures and address front-line customer-facing issues.
- Knowledge of security operations and programs, customer service excellence, and transit operations.
- Experience leading audits and developing compliance policies, procedures, processes, tools and training based on industry best practices
- Strong knowledge of business improvement processes, standards, and performance analytics.
- Knowledge of operational performance improvement and quality assurance methodologies, best practices and processes to increase efficiency and effectiveness.
- Experience leading transformational change, risk management and assessment initiatives to adapt to new or changing requirements and lead change throughout the organization.
- 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.
- Knowledge of principles, practices, and trends in public administration, organization, and management; techniques of organizing, program development, and evaluation.
- Knowledge of the Provincial Offences Act, Metrolinx Act, Employment Standards Act, Occupational Health & Safety Act , and applicable provincial statutes as the relate to By-law enforcement activities on the regional transit system.
- Knowledge of Human Resources legislation (e.g. Employment Standards Act, Occupational Health & Safety Act, etc.) to manage and monitor employees and contractors, including experience in the application of collective agreement provisions
- Leadership and management skills to manage and motivate staff to meet or exceed customer expectations.
- Relationship management, partnership building, collaboration skills to work effectively and collaboratively with various internal/external stakeholders and functional groups, in a matrix-oriented environment, to gain cooperation from and influence groups / teams in the achievement of business goals / objectives.
- Budget development, risk management and financial management experience and skills to develop and monitor operational budgets.
- Diplomacy, negotiation and persuasion skills to administer, review, and negotiate vendor contracts, and manage customer protection and crisis management issues.
- Verbal/written/presentation skills to manage communication with internal and external stakeholders, resolve issues, and tailor communication style and delivery for a variety of audiences, including Board and Government level presentations.
Communication, delivering superior results, service focused leadership, experience building a high-performance culture, proven ability to make sound decisions, high personal effectiveness.
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Don’t Meet Every Requirement?
If you’re excited about working with Metrolinx but your past experience doesn’t quite align with every qualification of this posting, we encourage you to apply. You just might be the right candidate for this or other roles. We are always looking for great talent to join our team.
We invite all interested individuals to apply and encourage applications from members of equity-deserving communities, including those who identify as Indigenous, Black, racialized, women, people with disabilities, and people with diverse gender identities, expressions and sexual orientations.
Accommodation:
Metrolinx is an equal opportunity employer and committed to a diverse and inclusive workforce. We are also committed to offering reasonable accommodation to job applicants in accordance with applicable legislation. If you require assistance or an accommodation at any point during the hiring process, please contact us at: 416-202-5601 or email
[email protected].
Application Process:
All applicants must be legally entitled to work in Canada. Metrolinx will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time-sensitive correspondence, we recommend that you check your email regularly. If no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate.
For Internal applicants, with the recent implementation of the Internal Mobility Policy, the internal recruitment process has changed for non-union roles. Candidates must be in their current role for 12 months prior to applying for another role and each applicant must be in good standing (not participating in a Performance Improvement Plan). Please review all provisions of the policy before submitting your application.
Should it be determined that any background information provided is misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.
We thank all applicants for their interest, however, only those selected for further consideration will be contacted.
WE ARE AN EQUITABLE AND INCLUSIVE EMPLOYER.
