Manager, Operations

ABOUT THE ROLE

The Manager, Operations (MO) reports to the Associate Director, Parking Operations and represents the 24 hour per day, seven (7) days per week management presence, representing the senior management team after hours. While on shift, the Manager, Operations is the day-of operational Manager, responsible for leading the frontline Operations team, the safe and efficient execution of the daily work plan, and managing urgent and emergency issues. The Manager, Operations will oversee all revenue channels (On-Street and Off-Street Parking) and deliver the P&L to plan. The Manager, Operations will be focused on an exceptional customer experience in facilities that inspire confidence and feelings of safety and security and will champion and model our customer-centric approach to the delivery of our services.

RESPONSIBILITIES

Operations of Parking Services
- Oversee and coordinate the daily activities of the business to ensure reliable, and consistent operations.
- Accountable for the effective management, leadership and application of resources (staff, facilities, materials and equipment).
- Meet and exceed Key Performance Indicators (KPIs).
- Prepare of daily reports on KPIs and other business/operations activities.
- Communicate with the VP, AD, Directors, Managers and Staff, general public, contractors and suppliers, other municipal agencies; represent the TPA at a variety of internal and external meetings.
- Manages according to the company’s Collective Agreements and existing policies and programs and handles level 1 grievances.
- Monitor the On-street and Off Street pay parking operations to ensure that a high level of maintenance is provided to the parking meters and parking equipment.
- Oversee and support special event functions and programs.
- Ensure a high standard of appearance, operation and maintenance of facilities, vehicles and equipment.
- Accountable for responding to emergency situations that occur with an employee, customer, or property (make safe, delineate hazards, report, follow up etc.) and escalating the occurrence in a timely matter to Directors and VP.
- Oversee the implementation of new products and services to TPA facilities.
- Respond and follow through any employee or customer concerns or inquiries.
Operational and Strategic Planning
- Develop and foster improved processes, procedures, and policies based on ongoing monitoring. Assess the business to identify areas for enhanced productivity and efficiency; forecasting human resource requirements; support and recommend new revisions to existing operational standards and tools to ensure service mandates are met.
- Lead change management initiatives that ensure high level of team communications and engagement throughout the process.
- Develop and implement standard operating procedures in collaboration approach with team members.
- Ensure that the strategies developed are being executed on a daily basis.
- Model and enforce company policies and standards.
Leadership and Labour Relations
- Develop and oversee the day-to-day delivery of operations excellence, direction of staff of the TPA’s Facilities Maintenance and Parking Services team through effective leadership, coaching and operational efficiency; ensure effective teamwork, a high level of work quality and group and individual performance of the Facilities Maintenance and Parking Services team; encourage innovative and critical thinking.
- Effectively communicate our TPA Vision, Mission with staff.
- Motivate staff by including them in the business. Through the gathering of ideas and feedback.
- Build a great place to work; promote a healthy environment.
- Ensure safety plans are adhered to and that all the correct tools and PPE are in place.
- Create the best experience for our customer.
- Empower staff to use judgement, empathy when assisting a customer.
- Provide training, tools, resources to the teams.
- Ensure a high standard of attendance, appearance and conduct of management and field operations personnel, including adherence to the TPA’s Core Values, policies, operating procedures and standards.
- Model behavior that embodies the organization’s Core Values and support its success in ensuring operational excellence, through effective leadership, teamwork, collaboration and communication.
- Work closely with management team and supervisors to effectively manage staffing and individual performance, performance management, progressive discipline, training and development and staff retention, within the framework of the Collective Agreement.
- Ensure and promote a safe and healthy work environment through compliance with applicable employment legislation including but not limited to, Occupational Health and Safety Act and Regulations and Joint Health and Safety Committees (JHSC), Employment Standards Act, Ontario Human Rights Code.
- Maintain up-to-date knowledge of the parking and facilities maintenance industries and involvement of city agencies.
Budgetary Responsibilities
- Responsible for the effective planning, management and control of oversight allotted TPA resources (financial, staff, facilities, materials, vehicles and equipment).
- Complete other duties as assigned.
QUALIFICATIONS
- A university degree or college diploma in Business or Operations Management is considered an asset.
- Minimum five (5) years’ experience in a facilities operations and/or parking management role; minimum 3 years in a supervisory role, preferably in a unionized environment.
- Must possess valid Class "G" Driver's License for the Province of Ontario.
- A commitment to professional development and continuous learning.
- Experience delivering structured and formalized coaching to staff along with interviewing and performance management.
- Experience in developing and managing budgets.
- Customer service experience.
- Demonstrated proficiency with MS Office.
- Good and sound judgement.
- Critical thinking and problem-solving skills.
- Detail oriented with the ability to handle competing priorities while remaining flexible and adaptable in a complex and changing work environment.
- Strong organization and time management skills.
- Demonstrated project management and conflict resolution.
- Excellent interpersonal skills with the ability to establish and maintain good working relationships; able to maintain a calm, professional approach when dealing with difficult situations.
- Excellent communication skills, including verbal communication and written communication skills to draft clear and concise correspondence and formal reports
- Developed decision-making, creativity, critical thinking and problem-solving skills to develop solutions and appropriate responses to problems in the face of conflicting needs.
- Strong working knowledge of employment laws, including Occupation Health and Safety Act, Regulation for Industrial Establishments, WHMIS regulations, Employment Standards Act and Human Rights Code, Collective Agreements.
- Must be able to work rotating shifts including days, afternoons, nights and weekends, have the availability to be on call, and occasionally work extended hours.
- Internal candidates: Employees must have at least one (1) year of continuous service in their current role to be eligible for application.

JOB INFORMATION
Vacancies: 1 Position
Salary Range: $94,824-$111,558

AI may be used as a support tool in our hiring process. All final decisions are made by trained staff.
 
About the Toronto Parking Authority

Toronto Parking Authority (TPA) is the largest municipal parking operator in North America, third largest bike share operator and largest operator of municipally owned EV charging in Canada. At the Toronto Parking Authority, we aspire to create a seamless customer experience that delivers on choice, ease, and speed through the City. We are proud to be a major strategic asset for the City in supporting Toronto’s Mobility goals. Our advancements, such as enhancements to the Green P app, the expansion of Bike Share Toronto and establishment of a new systems operating centre reflect our commitment to innovation and service excellence.