As a member of the Calgary Transit (CT) Management Team, you will be expected to foster an inclusive leadership approach that promotes equity, diversity and inclusion, as well as psychological and physical safety. As a strategic decision-maker, you will possess political acumen and have experience in leading transformational change and enabling innovation.
Reporting to the Director of Calgary Transit, the Manager of Transit Service Support will lead Operations Control and Dispatch for Public Transit and Specialized Transit, Operational Service Communication, CTA Customer Service Centre, Contract Management Accountability, Training and Recruitment. The position will contribute to providing a safe, efficient and effective Public Specialized Transit service. This position works in collaboration with departmental partners to lead workplace safety initiatives and safety business processes. Primary duties include:
- Lead a team of approximately 230 employees providing mentorship, coaching, support and development opportunities while fostering a culture of health and safety for customers and employees.
- Respond to grievances, ensuring the collective agreement, employment standards and other legislated requirements are being followed.
- Oversee and distribute resources for optimal organizational design to support new business initiatives.
- Work with the Director, Calgary Transit, and other partners to respond to enquiries from members of Council and the City Manager's office.
- Oversee critical incidents and ensure effective communication and management of incidents, deploy appropriate public safety emergency response and limit service disruption.
- Responsible for the PS100 call centre, dispatching and controlling teams who provide on-road delivery of public and specialized Transit Service, through communication with internal partners and customers.
- Contribute and participate in the development and provision of strategic leadership and overall direction of the business unit. This includes contributing to the creation and execution of strategic business plans, succession planning, strategic financial management and performance management.
- Collaborate with CT divisions to plan, design, and allocate resources for CT's frontline service, ensuring service commitment is met and an efficient Transit service is delivered to the customers.
- Responsible for an effective and impactful communications strategy, with oversight on public statements and communication.
- Oversee the Recruitment and Training section delivering on the staffing and training requirements for CT, including the design and implementation of Employee Development programming.
- Responsible for external service provider contract management and accountability, effectively working with internal and external partners to successfully deliver on our employee and customer commitments.