Job Title

ROLE PURPOSE The Operations Manager is responsible for overseeing daily transit operations to ensure safe, reliable, and customerfocused service delivery. This role provides leadership to the Operations team, including Scheduler, Facility, and Radio Dispatch Supervisors, as well as call takers. The Operations Manager ensures that all vehicles are operated in compliance with safety standards, service requirements, and organizational policies. Key responsibilities include monitoring driver performance and operational trends, maintaining accurate and uptodate performance metrics, and supporting continuous improvement initiatives. The Operations Manager also collaborates closely with the General Manager to maintain strong working relationships with the client, drivers, internal departments, union representatives, and external vendors. This position plays a critical role in fostering a positive workplace culture, ensuring service quality, and supporting the overall success of the transit operation. KNOWLEDGE AND SKILLS Putting together bids for drivers and attendants in a union location Previous driving experience preferred in the fixed and/or paratransit industry Must be customer-focused with the ability to inspire your team with commitment and enthusiasm Have the ability to identify and solve problems in a structured and analytical way Support custom dispatch EXPERIENCE AND QUALIFICATIONS A minimum of four (4) years management experience in a Fixed Route / Paratransit route system. Experience with profit/loss responsibility and accountability for safety and performance Evidence of experience and accountability for emergency planning, incidence response and safety management in a Fixed Route/Paratransit route environment Union and contract negotiation experience Call center and Dispatch experience KEY ACCOUNTABILITIES Strategy & Governance Ability to quickly become an expert in the operating contract, collective bargaining agreement, and P&L. Intimate understanding of how operational ratios/performance indicators translate into safety excellence, financial performance, contract compliance, and customer satisfaction. Work well as part of a team Supervises daytoday operations and administrative activities; providing liaison between client and company and facilitates problem solving between departments. Ensure safety practices and applicable regulations are obeyed by all employees. Coordinates routinely with BC Transit ensuring facilities and buses are maintained to BC Transit safety and environmental standards. Ensures positive employee/labor relations, fosters employee engagement/recognition, administers department discipline, and resolves employee grievances. Coordinates the scheduling for both operators, bus attendants, dispatchers and supervisors in the operations department. Understands, interprets, and applies related laws, rules, regulations, policies, procedures, budgets, and labor/management agreements. Strategic Planning and mobilization Manages the operations department commence passenger services safely, on time, on budget and meeting the required contractual milestones. Assist with developing the annual business plan within the wider KTA plan, including a look back at the bid and looking forward, taking into account what has changed. Report monthly to the relevant Manager on the department overall performance, encompassing all KeoLife pillars. Safety Be Accountable for the departments organizational safety performance. Ensure all relevant statutory and regulatory safety policies are applied and adhered to. Ensure Safety governance is in place, continuously bringing safety performance and adherence to processes to the forefront. Contribute to the safety culture through displaying exemplary safetyoriented behaviors. Operational Performance Accountable for the planning, delivery and continuous improvement of the passenger delivery service, as specified by the General Manager and/or client. Responsible for monitoring and continuous improvement of the operations department. Monitor, report and actively improve the operational performance of the organization, such as OTP, service delivery, revenue hours/mileages delivery. Work in collaboration with our client and our communities to plan and deliver special event services. Customer Satisfaction Accountable for the departments overall customer experience. Implement, monitor and maintain customer centric processes (passenger information, passenger experience and passenger feedback as a minimum), bringing Keolis best practices in the organization and ensuring continuous improvement in every customer experience. Lead a customeroriented culture where all staff think like a passenger. Assure the investigation, response and procedure improvements occur as they relate to customer comments. Employee Engagement Set the tone of leadership throughout the department through implementation of the Keolis management principles. Lead an engaging culture where each individual is able to work to their full potential in the aligned delivery of the business objectives. Build the talent pool to ensure future capability to deliver the organizational business plan. Lead the Union relationship: Understand and monitor compliance to the CBA, manage union relationships to be productive and enable winwin outcomes. Drive an improvement in the employee experience enabling improvements in all employee related KPIs including: employee turnover, unplanned absenteeism, driver headcount. Drive employee survey participation and deliver local action plans to continually improve employee experience and engagement. Economic Performance Deliver financial requirements for account payable, client billing, payroll of all drivers, Bus attendants, and operations team, monthly analysis and reporting in a timely and accurate manner, and in accordance with policy and process. Monitor and manage costs of the organization to ensure delivery against the authorized budget. Drive financial improvement across key drivers of performance: Lead improvement in key revenue streams, such as liquidated damages and delivery of revenue hours/mileage. Drive the critical link between labor performance and financial performance, ensuring a strong understanding and alignment of the operational decisions to our financial performance without compromising safety, operational performance and employee engagement. Monitor and drive improvement in organizational claims management, ensuring best value for money is achieved within the context of the organizations safety performance. Client Relationship and external relationships Accountable for the quality of relationship with the client. Identify opportunities to improve delivery against the contract within the shareholder expectations to develop winwin outcomes for operator and client in accordance with our value of we commit. Growth and commercial development Representing Keolis to local public transport agencies and private entities in order to build Keolis market reputation. Wage range 8595k, plus benefits About Keolis Keolis provides mobility to over 3.4 billion passengers annually across 15 countries, operating everything from commuter trains and automated metros to shared bicycles. In Canada, Keolis employs nearly 1,857 people who operate light rail vehicles, urban buses, intercity coaches, and airport shuttles. With the recent acquisition of Pacific Westerns Transit and Motorcoach divisions, Keolis has officially expanded into Western Canada, bringing global expertise and a fresh commitment to safe, reliable, and passengerfocused service across Alberta and British Columbia. Each year, Keolis Canada helps over 12 million passengers reach their destinations smoothly and safely. #J-18808-Ljbffr