Director, Transit Operations - Keolis Grand River

Reporting to the GM of Keolis Grand River (KGR), the Director, Transit Operations will lead a team of keen and dynamic transportation experts from a multi-disciplined background. The Operations team is dedicated to all aspects of transit logistics and operational output of the Region of Waterloo’s successful ION Light Rail Transit (LRT) system. The Operations team is responsible for the successful delivery of daily service levels, and providing the best possible customer experience to the community of Kitchener / Waterloo.

Key Accountabilities

Duties and Responsibilities

• Collaborate with the General Manager and Senior Leadership Team to facilitate reliable operations of the transit system at the highest level;
• Act as the key point of contact for all issues relating to the Operations activities for the light rail transit system, responsible for management and oversight of all Operations and Control Centre staff, processes and procedures;
• Establish and manage Operations and Control Centre processes with the goal of delivering excellent service performance and reliability of operations in accordance with the client’s requirements;
• Lead and keep developing the Operations team, including safety, quality, competence training, proficiency, efficiency and budget;
• Provide leadership through effective goal setting, performance evaluation, delegation and communication to ensure that personnel are well informed of all policies, processes and procedures;
• Lead the furthering of Standard Operations Procedures, the formulation and implementation of timetables and rosters for regular and special-event services, the incident investigation processes (with the Manager, Safety) and the disciplinary processes for the light rail transit system;
• Develop new processes, procedures and training in accordance with our Operations contract to create an effective operation program designed for continuous improvement;
• Act as On Call Manager as required;
• Conduct all work in a safe manner, as outlined in the relevant company directives and procedures;
• Collaborate with multiple Stakeholders, including Contractors, Clients, and Community representatives;
• Conduct all work in line with quality management expectations, as outlined in the relevant company directives and procedures.

Knowledge and Skills

• Proven leadership skills, including the ability to influence senior management, develop safety and quality management mindsets in teammates, and actively engage and coach the workforce in appropriate behaviors and attitudes;
• Demonstrated collaboration skills, ability to engage others, build relationships with others, inspire, and be dedicated;
• Good strategic thinking. problem-solving and analysis abilities;
• Strong working knowledge of relevant health, safety and operation practices and procedures;
• Knowledge and demonstrated application of relevant regulatory requirements;
• Knowledge and demonstrated use of accident investigation methods;
• Excellent interpersonal, verbal and written communication skills, including ability to explain complex issues and report writing;
• Strong time management and organization skills;
• Conduct oneself ethically and be a role model for others to follow.

Experience and Qualifications

• Minimum 10 years of experience in transit operations;
• Proven track record implementing and managing sound Operations processes, procedures, and practices;
• Solid experience in light rail or passenger rail operation activities a strong asset;
• Experienced in Customer Service fundamentals;
• Knowledge in service planning software;
• Demonstrated experience in sustaining a safety management system and/or a quality management system in an Operations setting;
• Experience managing multi-disciplinary teams;
• Proven track record in building and managing team of professionals, and operational experts;
• Solid experience in Labour Relations;
• Some post-secondary education in relevant job requirements (i.e. leadership, human resources management, labour relations, etc.).