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Position: Supervisor, Compliance Services
City: Toronto
Province: Ontario
Location: 

 


  


METROLINX


www.metrolinx.com


www.gotransit.com


 SUPERVISOR, COMPLIANCE SERVICES

$67,912 to $85,305 per annum

with an excellent benefits package, including OMERS Pension Plan




Metrolinx, an agency of the Government of Ontario, and its operating division, GO Transit, have a vision to bring about an integrated, customer-focused transportation system that enhances prosperity, sustainability and quality of life for the GTHA region.

We are seeking an individual who will bring creativity, enthusiasm and innovation to our new program for resolving fare and parking disputes in a way that anticipates, understands and continuously exceeds our customers’ expectations. You will lead a team of professionals in the administration and day-to-day operation of the Compliance Services Office including the management of charges under the Provincial Offences Act and violation notices issued under the Metrolinx Act, 2006 and its Administrative Fee Regulation.

As the Supervisor of Compliance Services, you will be responsible for:



Overseeing the delivery of excellent service to customers wishing to dispute charges laid under the Metrolinx Act, 2006 for contravention of by-laws governing payment of fares and parking of vehicles by consistently aligning the work in the context of the people and the public purpose we serve.



With high energy and commitment reflecting the importance of the work, effectively coach and mentor staff to ensure the program is accountable and transparent for its decisions and process.



Working with internal and external stakeholders to actively seek opportunities to collaborate and bring forward new ideas that resolve complexity to provide an easy experience to customers, and embrace innovation to achieve success of the program.



Developing, documenting, and implementing Compliance Services unit operating policies and procedures for recording, investigating, monitoring and reporting of all dispute related offences/charges laid by Provincial Offences Officers.



Designing and implementing effective strategies and procedures to exceed customers’ expectations in a manner that ensures fair, efficient and timely resolution of disputes.



Overseeing hearings held pursuant to the “Administrative Fees Regulation” in accordance with the Statutory Powers Procedure Act.

Location: 20 Bay Street, Toronto

Qualifications: Thorough knowledge of Statutes, by-laws, policies and procedures pertaining to Provincial Offences and regulatory law normally attained through completion of a college diploma in Police Foundations, Paralegal Studies or any combination of education, training and experience deemed equivalent. Minimum six (6) years in progressive roles involving Law Enforcement or Legal experience with particular emphasis on supervisory skills, coaching and mentoring skills, resolving disputes and providing excellent customer service:



Sound problem-solving, negotiating and decision making skills with the demonstrated ability in handling and resolving difficult situations in a professional manner.



Various statutes including the Metrolinx Act, 2006, Provincial Offences Act, Statutory Powers Procedure Act, Evidence Act and any other statutes relative to the job function.



Report development, including charts, graphs, and progress reports, case management, database and file system management.



Developing and delivering presentations, both oral and written.



Organizational and analytical processes.

Specialized training in Management or Supervisory courses and Alternative Dispute Resolution Mediation Skills would be an asset.

Applications or resumes must be received by the Human Resources Office, Metrolinx, 20 Bay Street, Suite 600, Toronto, M5J 2W3, email: humanresources@gotransit.com, no later than July 28, 2010, quoting File Number 10-178.

www.metrolinx.com ~ www.gotransit.com

by H.R. July 15, 2010


 


REVIEW AND RESOLUTION OFFICER


$60,101 to $75,491 per annum with an excellent benefits package,


including OMERS Pension Plan




Metrolinx, an agency of the Government of Ontario, and its operating division, GO Transit, have a vision to bring about an integrated, customer-focused transportation system that enhances prosperity, sustainability and quality of life for the GTHA region.

We are seeking an individual who will bring creativity, enthusiasm and innovation to our new program for resolving fare and parking disputes in a way that anticipates, understands and continuously exceeds our customers’ expectations. You will engage and respond to customers who wish to dispute violation notices issued under the Metrolinx Act, 2006 and its Administrative Fee Regulation. As the Review and Resolution Officer, you will be responsible for:



Serving as the first level adjudicative and dispute resolution officer, delivering exceptional customer service with a high degree of ethical and professional acumen while maintaining high standards of consistent by-law application and review.



Effectively and thoughtfully resolving disputes with GO Transit customers involving matters under the Administrative Fees By-law and corporate by-laws with empathy, understanding, and fairness.



Ensuring high ethical standards and professional demeanour are maintained in a stressful, high volume work environment.



Establishing and maintaining work procedures and practices that ensure the timely, transparent and fair review of matters in dispute in a manner that supports the principles of procedural fairness, equity and impartiality.



Developing and maintaining appropriate and accurate methods of tracking statistical information, review and resolution outcomes, and any other actions taken to ensure accountability.

Location: 20 Bay Street, Toronto

Qualifications: Thorough knowledge of Statutes, by-laws, policies and procedures pertaining to Provincial Offences and regulatory law normally attained through completion of a college diploma in Police Foundations, Paralegal Studies or any combination of education, training and experience deemed equivalent. Minimum of four (4) years of related Law Enforcement or Legal experience with particular emphasis on resolving disputes and providing excellent customer service that includes direct exposure to, or working knowledge of:



High customer-focused orientation, with a demonstrated ability to work under stress with tight timelines while maintaining exceptional customer service.



Sound problem-solving, negotiating and decision-making skills with demonstrated ability in handling and resolving difficult situations with diplomacy, tact and professionalism.



Proficiency in interpreting and applying legislation in an impartial manner. An ability to apply “charge screening” principles to matters in dispute in order to resolve matters consistently.



Case management experience, working knowledge of databases and case tracking software applications.



Excellent communication, interpersonal and presentation skills, with the ability to structure information clearly, concisely and logically.

Specialized training in Alternative Dispute Resolution and/or Mediation Skills would be an asset.

Applications or resumes must be received by the Human Resources Office, Metrolinx, 20 Bay Street, Suite 600, Toronto, M5J 2W3, email: humanresources@gotransit.com, no later than July 28, 2010, quoting File Number 10-179.




Only those selected for an Interview will be contacted.

AN EQUAL EMPLOYMENT OPPORTUNITY

www.metrolinx.com ~ www.gotransit.com

Issued for Distribution

by H.R. July 15, 2010


 


COMPLIANCE SERVICES COORDINATORS




$49,001 to $61,549 per annum with an excellent benefits package,


including OMERS Pension Plan




Metrolinx, an agency of the Government of Ontario, and its operating division, GO Transit, have a vision to bring about an integrated, customer-focused transportation system that enhances prosperity, sustainability and quality of life for the GTHA region.

We are seeking two individuals who will bring creativity, enthusiasm and innovation to our new program for resolving fare and parking disputes in a way that anticipates, understands and continuously exceeds our customers’ expectations. You will provide courteous, efficient and effective coordination of all day-to-day activities related to the Compliance Services Office and the administration of all provincial charges issued by the Transit Safety Office including violations under the Metrolinx Act, 2006 Administrative Fees Regulation.

As a Compliance Services Coordinator, you will be responsible for:



Processing financial transactions related to the Administrative Fees Program, while maintaining the GO Transit brand in the most positive light possible under varied circumstances.



Acting as the Administrative Hearing Clerk, coordinating reviews and hearings to resolve disputes under the Metrolinx Act, 2006.



As a first level of contact provide GO Transit customers and the general public meaningful information on the policies and procedures related to parking and fare matters, and the Administrative Fee Regulation, in a manner that adds value to the customer service experience.



Organizing and maintaining accurate, up-to-date financial and provincial offence and violation records and files, monitoring the status of all cases including ensuring notices and dispositions are updated and processed in accordance with the Administrative Fees Regulation. All other administrative duties that contribute to the progress of cases in the court system and the Administrative Fees Program.

Location: 20 Bay Street, Toronto

Qualifications: Thorough knowledge of Statutes, by-laws, policies and procedures pertaining to Provincial Offences and regulatory law normally attained through completion of a college certificate in Legal Administration or Court Support Services education or any combination of education, training and experience deemed equivalent. Minimum one (1) year experience dealing with customers in a dispute resolution capacity, that includes direct experience and exposure to, or demonstrating working knowledge of:



High customer-focused orientation, with a demonstrated ability to work under stress with tight timelines while maintaining exceptional customer service



Excellent communication, interpersonal and presentation skills, with the ability to structure information clearly, concisely and logically in a public courtroom setting during hearings



Handling conflicts or disputes courteously and effectively with the public, to the mutual satisfaction of the customer and GO Transit



Managing cash transactions and reports, computer applications and management information systems, including proficiency in data entry and report generation using database and spreadsheet software



Use and set-up of audio-visual equipment



Legal terminology and the functions and rules of Administrative Hearings, including ability to understand relevant statues, regulations, tariffs, manuals and schedules



Organizational skills with demonstrated ability to prioritize and plan work effectively

 


Applications or resumes must be received by the Human Resources Office, Metrolinx, 20 Bay Street, Suite 600, Toronto, M5J 2W3, email: humanresources@gotransit.com, no later than July 28, 2010, quoting File Number 10-180.




www.metrolinx.com ~ www.gotransit.com

by H.R. July 15, 2010

Contact: Human Resources
DatePosted: 19/7/2010
DateExpires: 28/7/2010
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