Senior Advisor, Operational Performance

Career Opportunity

Looking for a new and exciting job opportunity? We are looking for a Senior Advisor, Operational Performance to join our team!

As a Senior Advisor, Operational Performance you will be responsible for supporting the Transportation & Vehicles Group with respect to service reliability and performance initiatives. You will work with operations, safety and customer experience data related to bus, subway, streetcar and wheel-trans operations. Providing strategic assistance to Management with respect to service performance issues and bringing forward strategic and innovative solutions. Leading the development and delivery of service reliability initiatives as well as transforming data analyses into operational strategies and actionable insights.

What You Will Do

• Closely monitor operational performance and service reliability, identify existing and emerging issues, investigate root causes and prepare action plans for addressing them.
• Support the development and management of a comprehensive Performance Management Framework for surface and subway operations, including the development of dashboards and operational performance metrics.
• Provide assistance and advice to Divisional and Transit Operations Management with respect to operational performance techniques and strategies. This includes the identification of operational challenges and preparing action plans and recommendations for addressing them.
• Provide mentorship as well as technical guidance and subject matter expertise to support the Analyst, Operational Performance and Advisors, Operational Performance, in delivering holistic, accurate and actionable analyses that are scalable and easy to reproduce.
• Develop and support the implementation of standards, programs and procedures designed to ensure Operator compliance with established schedule adherence expectations.
• Apply expertise in transit operations, quantitative data analysis, data mining and data visualization to help understand, quantify and communicate operational performance problems and solutions.
• Providing feedback to Service Planning on service plans to maximize the positive impact to the customer experience.
• Identify process gaps and business improvement opportunities by reviewing dashboards and deep diving into untapped data.
• Conducts and/or directs various analyses and cost/benefit studies of operations, including interpreting results of studies as well as developing and recommending alternatives to correct deficiencies and improve operational efficiency.
• Prepares and monitors performance measures for various aspects of the business to ensure safety, efficiency and quality of services provided.
• Recommends priorities and assists departmental staff with respect to critical areas for improvement.
• Represent the section on internal and external committees and deliver presentations to senior management and external stakeholders.
• Researches information and develops reports and presentations to outline and clarify complex operational performance-related issues.
• Integrate and articulate complex data analyses and insights into a clear and simple format to support Senior Management in making decisions.
• Participation in the TTC Customer Service Ambassador Program.
• Responsible for treating passengers and/or employees with respect and dignity and ensuring the needs of passengers or employees with disabilities are accommodated and/or addressed (if applicable and within their area of responsibility) in accordance with the Ontario Human Rights Code and Related Orders so that they can fully benefit from the TTC as a service-provider and an employer.

What Skills Do You Bring?

What Qualifications Do You Bring?

• A University Degree, or College Diploma in a related discipline (i.e., Business Administration, Statistics, Planning, Geography) or a combination of education, training, and experience deemed to be equivalent (combined with a few years of similar or related work experience).
• Experience leveraging data to develop operationally sound and cost-benefit sensible action plans.
• Demonstrated ability to analyse and integrate large amounts of data from various sources.
• Comprehensive knowledge of streetcar, bus and subway transportation principles, and the operations of the Streetcar, Bus and Subway Transportation Departments;
• Sound knowledge of relevant government legislation (e.g. Occupational Health and Safety Act, Human Rights Code, etc.) and an extensive body of rules, procedures and operational issues related to areas of responsibility;
• Good knowledge of budgetary principles, research methods and techniques.
• Sound judgement; superior oral communication and writing skills; good public speaking and presentation skills; excellent administrative, investigative, analytical and problem solving skills; well-developed organizational and interpersonal skills;
• Ability to develop, recommend and implement operation and administrative policies, procedures, standards, rules and performance measures;
• Ability to track multiple projects and make sound business decisions in a timely fashion to adapt to changing situations;
• Must have sound knowledge of statistical methods and techniques.
• Must have experience working with large volumes of data.
• Strong working knowledge of Microsoft Excel.
• Knowledge of at least one interactive data visualization software (e.g. MicroStrategy).
• Must be able to work independently and within a team environment.
• 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 must develop, a knowledge of corporate and departmental policies and procedures applicable to the work performed.
• Experience using Python and ArcGIS is considered an asset.
• Experience in the public transportation industry is considered an asset.

What We Offer

• Commitment to creating a diverse, equitable and inclusive culture that promotes a sense of belonging and represents and reflects the needs of the communities we serve.
• A flexible, hybrid work approach that allows colleagues to find balance between their professional and personal lives and making the most of the benefits of working remotely and purpose-driven in-person collaboration opportunities.
• One of the great benefits of being a full-time TTC employee is becoming a member of TTC defined pension plan.
• A comprehensive package that covers health, dental, vision and more.
• Support for professional development opportunities for all colleagues through a broad range of learning programs that include in-person and online training, leadership development, and support for colleagues' well-being.

Commitment to EDI

The TTC is committed to upholding the values of equity, diversity, anti-racism and inclusion in the delivery of its services and in its workplaces. The TTC is committed to fostering a diverse workforce that is representative of the communities it serves at all levels of the organization, and supports an inclusive environment where diverse employee and community perspectives and experiences bring value to the organization. The TTC encourages applications from all applicants, including members of groups with historical and/or current barriers to equity, including but not limited to, Indigenous, Black and racialized groups, people with disabilities, women and people from the LGBTQIA+ community. The TTC values and supports an inclusive and barrier-free recruitment and selection process. Accommodations for applicants are available upon request throughout the recruitment and selection process, including for those who identify as having a disability. Please contact Talent Management at (416) 393-4570. Any information received related to an accommodation will be addressed confidentially.