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.

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 secure, 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

📌 Manager, Operations (Toronto)
🏢 Toronto Parking Authority
📍 Toronto