Executive Director, Transit Enforcement and Fare Collection

Position Summary

Reporting to the Chief Strategy & Customer Officer, the Executive Director of Transit Enforcement and Fare Collection is responsible for providing strategic leadership to all areas of Fare Collection including the overall planning and management of various functional areas, operations, and partnership governance.

As a member of the TTC Executive, the Executive Director will ensure the effective development and delivery of a best-in-class customer experience; the efficient operations of daily collections and contract management; the successful maintenance and operations of revenue security equipment, as well as governance and compliance of fare revenue protection.

In support of the TTC's goals for the continued modernization of fare collection and operational security, the Executive Director will lead a diverse team of Department Heads and staff to ensure a high level of performance, quality, and customer experience. This role will also establish and consolidate related budgets, goals and objectives as part of the Chief Strategy & Customer Officer's multi-year business plan.

Our ideal candidate is an innovative and solution-driven leader who brings a strategic approach, strong business and financial acumen, exceptional relationship-building abilities, and technical expertise. Experience interfacing with various internal and external stakeholders including municipalities, government agencies, and the public will be key for this role.

Scope & Responsibilites

The duties of this role will include but are not limited to the below:

• Oversee the development, implementation and maintenance of all Fare Collection programs and services.
• Lead and/or oversee the development of strategic policies, procedures, programs, guidelines and standards in the best interests of Customer Experience, the TTC and in accordance with all applicable legislation.
• Coordinate and/or approve all portfolio initiatives through annual business planning, long term planning and Budget planning (Operating and Capital) processes.
• Oversee and direct the development of an appropriate operating and capital budget for the Departments comprising Fare Collection.
• Ensure an effective quality assurance program for the Fare Collection Departments
• Monitor and adjust business activities to manage within budget allocations and in the best interest of the TTC.
• Ensure the development of detailed strategic Goals and Objectives for Fare Collection that are aligned with the overall TTC direction and corporate plans.
• Provide timely reporting of financial and performance results, including any significant cost, security, safety or human resources management issues to the Chief Customer Officer or members of the Executive as appropriate.
• Ensure the development and maintenance of effective information technology systems and best practices.
• Act as a resource, providing consultation, direction, advice, guidance and technical expertise on issues that fall within the scope of Fare Collection in a timely and accurate manner.
• Participate and/or represent the TTC at meetings and conferences as required.
• Promotes a respectful work and service environment that supports diversity, inclusion, and is free from harassment and discrimination. Provides leadership in the development and implementation of inclusive and accessible policies, programs and/or services for employees and customers in accordance with TTC's commitments and obligations under the Ontario Human Rights Code (OHRC) and Related Orders, the Accessibility for Ontarians with Disabilities Act (AODA), and TTC's policies.

Key Skills & Experience

• Demonstrated experience in a senior role directing production technology operations, preferably in the electronic payments/ecommerce industry.
• A strong leadership approach with a demonstrated ability to effectively lead and manage a multidisciplinary team consisting of members internal and external to the department.
• Superior analytical and problem solving skills; with a proven record in formulating complex budgets, strategic goals and objectives, policies and long-range programs.
• Highly-developed management, organizational, decision-making, interpersonal and communication skills.
• Experience working within a large, diverse and political corporate environment, preferably for a comparable public or quasi-public sector organization.
• Possess a deep commitment to continuous learning due to the complexity and rate of change inherent to the field.
• Technical program management experience managing multi-disciplinary staff.
• Extensive knowledge and practical experience related to vendor and contract management considered an asset.
• Broad knowledge and practical experience related to financial and payment industry standards and certification requirements considered an asset.
• In-depth knowledge of procurement practices as they relate to government and/or transit based organizations. Experience preparing RFI's and RFP's considered an asset.
• Must have or rapidly acquire a comprehensive knowledge of the Ontario Human Rights Code and Related Orders including disability accommodation and accessibility requirements pertaining to passengers and employees.
• Must have or rapidly acquire knowledge of the TTC's organizational structure, functions, policies, procedures and collective bargaining agreements and regulations related to area of responsibility.

Education & Professional Credentials

• University Degree in Business Administration, Computer Science, Electrical Engineering or equivalent, combined with extensive and progressively responsible senior experience in a large, diverse and matrixed corporate environment, ideally in a comparable public-sector organization OR a combination of education, training and experience deemed to be equivalent.

Core Competencies

• Problem-Solving & Analysis
• Innovation & Results-Oriented
• Negotiation & Influencing Skills
• Interpersonal Effectiveness & Customer-Service Focus
• Teamwork & Communication
• Financial Planning & Budgeting