Head, Revenue Protection

1 week ago

Toronto, Canada Toronto Transit Commission Full time

**JOB INFORMATION**
**Requisition ID**: 9152
**Number of Vacancies**: 1
**Department**: Revenue Protection (20000029) - Head & Staff - Revenue Protection (30000516)
**Salary Information**: $143,561.60 - $179,361.00
**Pay Scale Group**: 13SA
**Employment Type**: Regular
**Weekly Hours**: 35 **Off Days**: Saturday and Sunday **Shift**: Day
**Posted On**: February 23, 2024
**Last Day to Apply**: March 8, 2024
**Reports to**:Executive Director

The Toronto Transit Commission (TTC) is North America's third largest transit system and has been recognized as one of the top places to work in the GTA. Guided by a forward-thinking strategic plan, the TTC's vision is to be a transit system that makes Toronto proud. The TTC's recruitment efforts are directly aligned to its mission of providing "a reliable, efficient, and integrated bus, streetcar and subway system that draws its high standards of customer care from our rich traditions of safety, service and courtesy."

**Career Opportunity**:

- Reporting to the Executive Director in the Strategy and Customer Experience Group, this position is directly accountable for developing and implementing strategies and procedures that ensure fare revenue protection through best practices training and deployment of staff and the strategic and efficient placement of resources. The incumbent provides leadership in the delivery of fare inspection activities specifically related to the Revenue Protection Strategy as well as leadership in developing, implementing and monitoring programs aimed at ensuring the Revenue Protection Department’s compliance with TTC’s policies concerning Diversity and Inclusion and Anti-Black Racism. Revenue Protection Department Fare Inspectors are important TTC brand ambassadors; the incumbent must develop deliver and monitor specific training to ensure Fare Inspectors meet the dual objective of revenue protection and brand ambassadors.As leader of an important customer facing operation, the Head, Revenue Protection is responsible for creating and maintaining an early warning system regarding customer complaints, and initiates corrective measures up to and including discipline as appropriate with the findings. Some misconduct investigations may be potential violations of protected human rights grounds resulting in reputational risk to the organization.The incumbent is directly accountable for the planning, directing and coordination of activities for the department. Departmental functions include court administration, fare evasion analysis, and training programs as well as related administrative functions ensuring delivery in an efficient and cost effective manner. Also, provides strategic guidance to develop, update and implement various training programs/standards, policies, procedures, manuals, business plans and performance measures related to the areas of responsibility.The incumbent is responsible for developing and managing relationships with other agencies to ensure best practices are shared and understood. Relationships with external agencies and community organizations are strategic in nature and require integrity and political acuity in order to protect the reputation of the organization.**What You Will Do**:

- Oversees the daily operational efficiency of the department, and ensures all revenue protection related initiatives are addressed through day-to-day activities. This involves:
- Developing and implementing revenue protection deployment strategies and procedures to increase revenue base and reduce fare evasion across all modes;
- Developing plans and procedures to continuously evolve processes and controls in fare inspection and customer awareness;
- Managing revenue protection support strategies through fare inspection activities across all modes of transportation specifically relating to Proof of Payment operation, concession card fraud as well as other programs and strategies to reduce fare evasion;
- Utilizing ridership, revenue, fare dispute, APC, field observations, repeat offender database, concession data, fare purchase data, PRESTO card tap data to identify revenue risks arising from fare evasion or system failures for immediate action and/or informed enforcement;
- Making strategic recommendations by creating priorities and allocating appropriate resource in high risk fare evasion sections of streetcar routes;
- Collaborating with other TTC departments and external organizations and stakeholders i.e. governmental partners, public and private sector organizations on revenue and data related issues;
- Developing strategic and tactical communications;
- Building and maintaining a positive working relationship with a variety of stakeholders including: unions, senior management, board members and city councillor's;
Establish effective and efficient operations by strategically planning, directing and coordinating departmental initiatives and work performance. This involves:
- Ensuring the development of the appropriate budget for

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