Job Description At Metrolinx, we are committed to connecting communities across the Greater Golden Horseshoe. We operate GO Transit and UP Express, as well as the PRESTO fare payment system, and are building new and improved rapid transit systems to get people where they need to go, better, faster and easier. As a Manager, Bus Service Delivery, you will play a key role in managing operational aspects of the Metrolinx bus network. This includes ensuring compliance with provincial regulations, implementing service plans, and promoting safety compliance through responsibilities as a Highway Traffic Act and Hours of Service subject matter expert. You will be responsible for leading by example, prioritizing customer experience, and mentoring team members who operate the processes and systems that ensure the safe and efficient movement of buses. This is a 24/7/365 environment that requires the ability to work all shifts, including days, evenings, overnights, weekends, and statutory holidays. Key Responsibilities • Manage emergency situations and unexpected events, limiting their impact on bus operations, and adhering to the Highway Traffic Act (HTA), Hours of Service (HOS), as well as Metrolinx/business unit policies and procedures. • Lead by example; always taking the safest course; placing the Customer at the centre of our operation by encouraging staff to prioritize the Customer Experience. • Promote safety compliance through responsibilities as a Highway Traffic Act and Hours of Service subject matter expert related to all regulatory and safety compliance requirements, representing Metrolinx to regulatory authorities and other operators on safety and regulatory compliance issues. • Develop strategic and operational frameworks for the continuous improvement and optimization of the business unit. • Mentor and coach team members who operate the processes and systems that ensure the safe and efficient movement of buses; ensuring actions are aligned with regulatory/legislated requirements, corporate policies, and customer expectations. • Support performance and improvement initiatives through the delivery, communication and recovery of business unit best practices in an effort to meet corporate key performance indicators and key success factors. • Develop and implement service disruption recovery plans and communicates with NOC staff to maintain high levels of service reliability, expedite service recovery plans, and minimize passenger delays. • Manage bus network function streams related to the development and execution of daily operations and deliver recommendations to support continuous improvement to improve on-time performance within the business unit. What You Need To Succeed • Interpersonal and oral/written/presentation skills to develop and sustain cooperative working relationships across Metrolinx and with external stakeholders in person and/or through presentations; to engage with external to promote compliance with legislative and regulatory requirements; to prepare reports and briefing material. • Problem solving, critical thinking, and decision-making skills to coordinate emergency responses; oversee and coordinate the implementation of service adjustments that address unforeseen circumstances; ensure cost effective and efficient use of resources when responding to service disruptions and incidents; identify and recommend options for improved services and efficiencies. • In-depth knowledge of transportation operations fundamentals, practices, and applicable legal and regulatory requirements governing passenger bus services (Highway Traffic Act, Hours of Service, etc.) is required, including knowledge of Human Resources legislation (Employment Standards Act, Occupational Health & Safety Act, etc.) and leadership and management experience to monitor and manage employees and contractors, including experience in the application of collective agreement provisions. • Must be able to obtain and maintain a Bus Certification and successful completion of the training program. • Must be able to satisfy fitness-for-duty requirements. Assets • Experience overseeing and coordinating multiple aspects of transit operations. • Completion of a diploma in Business Administration, Transportation, or related field – or a combination of education, training and experience deemed equivalent. • Progressive experience in a transportation control centre or related experience. • Proficiency in MS Office (Outlook, Word, Excel, PowerPoint, etc.) and role specific software to manage advanced technical applications. • Knowledge of business improvement processes and performance indicators to maintain and test compliance and safety system elements and to establish performance standards. • Understanding of project management best practices, including budget and schedule controls, to facilitate collaboration with cross functional teams while engaged in simultaneous projects. • Control Centre experience is an asset. • Experience managing rail operations is an asset.