Operations Manager in Toronto at MV Transportation

Date Posted: 5/20/2020

Job Snapshot

Job Description

MV Transportation has been closely following the Centers for Disease Control (CDC) guidelines for personal protection equipment (PPE), which now includes gloves and hand sanitizer in our divisions. Our Procurement team was able to secure an order for more than a half-million masks and other personal protection equipment, which have been sent to our divisions. MV Transportation as a company remains strong and we will be well-positioned to move forward even during these trying times. The safety and well-being of our employees and the passengers we serve remains our #1 priority!

The Operations Manager is responsible for the daily delivery of the Fixed Route service in accordance with contract operating standards that is safe and reliable. The Operations Manager manages the daily operations of the location including the dispatch, reservations and operator staff to ensure that the service is provided on a daily basis according to client expectations, including supply, productivity, efficiency, training, customer service and safety.

Key Responsibilities and Accountabilities:

The following is not intended to be a comprehensive list of the essential functions of the Operations Manager position, but rather a general description of some of the requirements necessary to carry out the duties and responsibilities of this position. The Operations Manager must be able to perform the following tasks, among others:

  • Works with the management team to ensure that the appropriate resources are available in terms of staff and fleet to provide service according to contractual obligations; assists in negotiations between departments to facilitate full service.
  • In conjunction with the General Manager, develops daily operating procedures geared to ensure consistency and that service meets contract requirements and corporate policy and are documented properly
  • Establishes relationships with client and agency contacts to improve community relations and ensure project involvement in program changes and development
  • Works with staff and management to develop a proactive approach to operations problems while fostering positive employee relationships and morale
  • Participates in analysis and review of operating alternatives
  • Monitors vehicle operator performance by spot-checking routes and times of various routes
  • Monitors system performance through operations reports from scheduling, reservations and dispatch staff
  • Prepares required operating reports for client and management staff
  • Provides direct daily supervision of the operations team
  • Identifies, selects, trains, coaches and manages the performance of operations team
  • Assists in the recruitment, selection and training of new operator and office staff employees
  • Communicates clearly each staff member's roles and responsibilities and provides support to help staff accomplish assigned objectives
  • Develops staff and operator schedules fairly, in consideration of collective agreements, according to client demands/requirements while adhering to budget
  • Prepares, verifies and reviews staff schedules and work records for payroll purposes
  • Ensures that all operational line items are managed within budget
  • Ensures all safety regulations are being observed and all training methods are adequate and effective
  • Works with Safety, Maintenance and General Manager to review accidents and incidents to determine cause and preventability and to identify trends that may require additional training resources
  • Ensures individual customer/passenger concerns are responded to in a manner that includes investigation and follow-up as concerns apply to specific employees
  • Participates in and advises senior management regarding labour relations strategies and relationships
  • Represents Company in grievance procedure
  • Respects and maintains the confidentiality of all employee records, business records, client and customer information, data and other information not otherwise available to the public
  • Addresses human resource issues promptly, accordingly and following the principles of progressive discipline where appropriate, emphasizing corrective actions to improve individual performance
  • Determines whether to discipline and apply discipline, including suspensions and terminations, according to company policy
  • Maintains a professional demeanor and appearance a providing consistent example to operations staff
  • Attends training courses and refresher courses as required
  • All other duties as assigned

Working Conditions:

The Operations Manager works primarily in an office environment and may be called upon after hours from time-to-time by office employees or managers, in an emergency, or other reasons as required The job requires the following physical activities: sitting, standing, walking, pushing, pulling, loading and unloading, typing, filing, answering phones.


  • Bachelor's Degree or equivalent knowledge in business administration, logistics or transportation
  • Eight (8) Years management experience in conventional transit, community bus and specialized door-to-door transit operations for persons with disabilities. Management experience of a work group in a different industry may be substituted at the Company's sole discretion
  • Cost control or financial/budgeting experience
  • Minimum of three (3) years experience managing in a unionized environment

Knowledge, Skills, and Abilities:

  • Excellent communication and presentation skills with an ability to influence people at all levels of the organization
  • Highly organized with the ability to handle multiple projects simultaneously while exceeding established goals and objectives
  • Strong leadership skills with the ability to set clear expectations, coach, develop and motivate staff
  • Strong written and verbal communication skills
  • Knowledge of transportation program and local operations
  • Knowledge of client and service performance requirements
  • Ability to hold the respect and confidence of all employees
  • Ability to work independently and objectively
  • Ability to effectively delegate tasks and provide appropriate supervision and follow up to department staff
  • Proficient in Microsoft Office software
  • Ability to provide excellent customer service and present a professional demeanor and appearance
  • Demonstrated ability to manage with a "Safety First" attitude

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of responsibilities, duties and skills required of individuals in the job.

MVT is committed to equity in employment. Our goal is a diverse, inclusive workforce. We strongly encourage applications from women and men, people from racialized communities, visible minorities, persons with disabilities and aboriginal persons. Accommodation is available under the Ontario Human Rights Code. Individuals who need assistance in the application process, or those needing job postings in an alternative format, may contact Human Resources.