Job ID #31608: Manager, Transit Support Services

Contribute to the City of Hamilton, one of Canada's largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometers of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason

• Job ID #31608: Manager, Transit Support Services
• Union: Non-Union
• Job Description ID #: 6537
• Close date: Interested applicants please submit your application online at by 4:00 p.m. on December 24, 2025.
• Internal applicants should apply with your work e-mail address. External applicants are considered only after the internal posting process has been completed. Only applicants chosen for an interview will be contacted.
  
  

OVERVIEW

Reporting to the Director of Transit, the Manager of Support Services is responsible for, managing the Fare Revenue program and the general administration of the Division including, Training, and Quality Management Systems.  Will keep the Section current on existing and emerging acts, regulations and legislation, corporate and Section specific policy.  Will project lead, research, survey, consult, author and present recommendation reports on a wide variety of initiatives across the Division to various bodies including Council, Committees and Community associations.

Possess an exceptional record of financial management, business analysis, project management, relationship management, technical and computer competence, customer focus, excellent verbal and written communicator, be self-driven, curious, and results oriented.

GENERAL DUTIES / RESPONSIBILITIES (INCLUDING, BUT NOT LIMITED TO)

Manage all aspects of staff performance by creating and sustaining an organizational culture of high performance; manage and lead staff in all aspects of change

Manages the fare and cash administration activities including fare media distribution, revenues and inventories, revenue collection and processing, planning and administration of fare programs, financial and operational analysis and reporting of fares and revenues and security procedures for fare collection.

Manage the implementation of smartcard technologies advances, including; project team management, development of operational policies & procedures, stakeholder communications,

Manage all bus driving related training activities and adhere to the Ministry of Transportation Driver Certification Program and ensure that all members of the training team are properly certified.

Manage the Divisions' Attendance Management Program.

Manages the accurate and timely timekeeping and payroll activities for ATU Local 107 employees, ensuring compliance with the collective agreement and employment standards,

Negotiates, manages and administers contracts that include University/College Bus Pass contracts, and PRESTO Operating Agreement.

Utilizing the Quality Management Team, lead the development of detailed analysis of data and processes in the Operations, Planning, Maintenance and Specialized Transit groups, including key performance indicators for the purpose of improving quality and lowering cost.

Prepares reports and correspondence and makes presentations to Standing Committees, Sub-Committees, Stakeholder Groups and the general public.

Authors, analyses, reviews and interprets policy reports, policy directives, and position papers from other departments, municipalities, community agencies, consultants, ministries and national and international organizations.

Develops key portions of the Division's annual Capital and Operating budgets including the fare revenue forecast .

Participates in the overall visioning and operational planning and direction of the Transit Division as a member of the Division's Leadership Team.

Develops the strategic direction for divisional extended management team meetings.

Keeps abreast of, and researches and assesses emerging industry trends, best practices and impending legislation.

Liaises and consults with peers, other municipalities and levels of government in the development of policies, procedures, reports, recommendations and professional advice related to all functions (i.e. MTO, MOE, MOL, WSIB, OHSA, HTA and AODA legislation, etc. and various contracted services) existing within the Maintenance, Operations, Fare & Revenue, Specialized Transit and Planning Groups within the Division portfolio. Will be required to lead cross-division working groups for complex issues which cross departmental boundaries.

Develops request for proposals, tenders, and requests for information, evaluates consultant submissions, recommends selection and oversees consultant work/projects.

Facilitates public meetings, stakeholder consultation, focus groups, and/or planning sessions.   

Designs and develops education material and programs for the community. 

Performs other duties as assigned which are directly related to the responsibilities of the position.

Works in accordance with the provisions of applicable Health and Safety legislation and all City of Hamilton corporate and departmental policies and procedures related to Occupational Health and Safety.

QUALIFICATIONS

1. Considerable municipal government experience directly related to public service delivery preferred with a demonstrated understanding of the interface between Staff and Council.
   
2. Extensive business analysis, project management experience, preferably in the area of organizational effectiveness, performance management and continuous improvement.
   
3. Extensive financial analysis, budget development and forecasting experience.
   
4. Able to interpret raw data and undertake detailed analysis to provide key insights.
   
5. An effective communicator, both orally and written, honed through practical experience.
   
6. Highly effective leadership, facilitation, communication, presentation, and interpersonal skills.
   
7. Demonstrated ability to effectively manage relationships in a multi-disciplinary results-oriented environment.
   
8. Excellent organizational, time management and multi-tasking skills.
   
9. Advanced knowledge of Microsoft office suite (Excel, Powerpoint, Word) and the ability to learn and work with custom software applications, for example, Trapeze,

Disclaimer:

Be advised that Human Resources frequently audits resumes of internal/external applicants to ensure/validate information provided is consistent and trustworthy. Falsification of information provided at any time throughout the recruitment process may be grounds for disqualification, and for internal applicants, subject to discipline up to and including termination.

Terms:

The City is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values and Corporate Culture Pillars, the City of Hamilton is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. The City will provide accommodation for applicants in all aspects of the hiring process, up to the point of undue hardship.  If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements.