Field Operations Duty Manager

**Marketing Statement**:
Join a company that has been a part of moving Metro Vancouver for over 35 years.

British Columbia Rapid Transit Company Ltd. (BCRTC) maintains and operates the Expo and Millennium SkyTrain Lines from our central facilities in south Burnaby. Our services connect downtown Vancouver to the cities of Burnaby, New Westminster, Coquitlam, Port Moody and Surrey. With the future expansion of both the Expo and Millennium Lines gathering pace, infrastructure renewal and new asset acquisition projects underway, this is an exciting time to join our team of over 1,200 dedicated employees, working on one of the longest fully-automated rapid transit systems in the world.

Our work encompasses roles such as administration, engineering, elevator and escalator maintenance, field operations, vehicle maintenance, and wayside (station and guideway) maintenance.

When you work for SkyTrain, not only will you help move Metro Vancouver, you will also have access to comprehensive benefits including paid vacation, medical benefits, transit passes, training and more. We are a proud equal opportunity employer, committed to a diverse and inclusive workforce.

Come explore what makes us one of BC’s Top Employers

**Responsibilities**:
PRIMARY PURPOSE

The Field Operations Duty Manager is on-shift manager accountable for managing Field Supervisors and SkyTrain Attendants (STAs) in service delivery for SkyTrain Field Operations.

KEY ACCOUNTABILITIES

Manages all Field Operations activities on their assigned shift which includes:
Ensuring all field activities are logged and recorded; reviews and authorizes shift reports and conducts accident/incident and safety investigations and debriefings.

Continuous monitoring of service delivery, including operational performance in areas such as customer service, train operations, passenger security, and station fault correction, ensuring appropriate service levels are maintained, and recommends changes to service levels as necessary. Ensures adequate supply of equipment and materials to STAs. Follows-up on reports of deficiencies by STAs.

Investigating customer complaints against employees, which includes bringing forward recommendations to Directore, Rail Operations, following up with customers, and implementing any action items.

Manages an assigned team of Field Supervisors, which includes scheduling; recruitment; performance management including annual performance reviews; monitoring employee compliance with all applicable requirements, policies and procedures; managing of grievances and employee complaints; formal discipline and termination. Manages performance of on-duty STAs for their assigned shifts which includes coaching, counseling and participating in disciplinary reviews or actions as required.

Assists Director, Rail Operations with identifying training needs, recommends training program requirements and assists with developing and instructing courses as required. Ensures all STAs meet training requirements and takes remedial actions where necessary.

Ensures safety in the workplace, including scheduling and conducting safety meetings/seminars as required. In conjunction with the Safety representative, conducts quarterly safety inspections of station facilities.

Provides input into Field Operations policies and procedures, including Safety Procedures. Brings forward areas of concern to Director.

Participates, as required, on internal, external and employer/employee committees to develop coordinated operating procedures for BCRTC and related customer service issues.

Provides STA resources to assist various departments in maintenance activities, where necessary.

**Qualifications**:
EDUCATION AND EXPERIENCE:
Completion of a Management Certificate Program (including courses in labour relations, conflict resolution, supervisory techniques and management principles). An equivalent combination of education and experience may also be considered. Five (5) years experience in progressively responsible positions which include supervisory experience in an operational service capacity where strong supervisory and communication skills have been developed.

OTHER REQUIREMENTS:
Solid management and leadership skills

Excellent organization and time management skills

Excellent interpersonal and customer service skills

Solid written and verbal communications skills

Solid working knowledge of standard office tools including word processing, and spreadsheet software.

Previous experience in responding to emergency situations in an operations environment is preferred.

Familiarity with SkyTrain Field Operations procedures and the TransLink service environment is preferred.

Must be able to qualify and pass STA training to operate all SkyTrain vehicles and maintain associated qualifications.

Must be able to qualify and pass in SkyTrain Field Operations procedures.

Valid Class 5 BC Driver’s license

**Other Information**:
Recruitment Process: An applicant will be re