Metrolinx
    Published
    July 4, 2024
    Location
    20 Bay Street, Toronto, Canada
    Category
    Job Type

    Description

    Contract Up to 12 months

    Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.

    At Metrolinx, equity, diversity and inclusion are essential to living our values of serving with passion, thinking forward and playing as a team.

    PRESTO is an electronic transit fare payment system in the Greater Toronto, Hamilton and Ottawa areas that eliminates the need for tickets, passes and cash. PRESTO serves more than 5 million customers across 11 transit agencies and processes over $2.5 billion in fares through 67 million boardings per month (pre-pandemic). Today, PRESTO offers one of the most globally advanced fare payment systems in the world having delivered new ways to pay for customers, including real time PRESTO Contactless with credit and Interac debit and PRESTO in Mobile Wallet across its transit agency clients, including the Toronto Transit Commission (TTC). Enhancing the customer experience through continuous improvement while working with our transit agency clients to support their needs, and maintaining a system that performs exceptionally, continue to drive PRESTO toward making transit better for all.

    Our PRESTO’s Client Office is looking to hire a Client Account Manager, reporting into the Director, Clients. This role will have a primary focus to support the day-to-day delivery of PRESTO’s fare collection services for Metrolinx Transit Agencies. Working closely with the Service Delivery/Operations team, and the Client team, the Client Account Manager will conduct regular client business reviews, participate and/or lead client meetings, advocate internally for integration of new client requirements through change management processes. Guide and assist with coordinating delivery of business priorities, plans, products, and services to/for the assigned client portfolio. Collaborate with internal stakeholders to support resolution of common business as usual Operational system challenges.  A critical thinker with strong business acumen, the Client Account Manager will support the execution and continuous improvement of business processes required to promote successful delivery of services and contribute to a sustainable client relationship/engagement model, to meet changing client demands in a highly public environment, with an overall mandate to continuously improve client satisfaction.

    What will I be doing?
    • Manage PRESTO priorities for an assigned external client managed services portfolio aligned to business strategies and plans. Oversee monthly/annual service agreements that outline PRESTO deliverables and service levels.  Participate in regular client service and business review meetings to report on and monitor established key performance indicators
    • Develop clear client communications - translating complex information into a client-friendly format
    • Own client satisfaction and ensure that the direct and indirect account team executes on targets successfully
    • Monitor and provide support to established incident, problem and change management processes to ensure the timeliness and accuracy of client communication on updates
    • Develop documentation that clearly articulates business needs translated into tangible business outcomes and monitor deliverables to ensure they meet client requirements
    • Generate and validate business possibilities, coordinate with internal teams to develop recommendations for continuous improvement for the assigned client portfolio
    • Lead the initial triage of client requests with relevant SMEs to assess whether the request is in line with PRESTO strategy, within the client’s and/or PRESTO’s budget, and achievable within the client’s timeframe
    • Manage and help contain risk to the client’s business throughout all aspects of the portfolio, with an emphasis on overall risk awareness ensuring timely and effective correction action and communication
    • Plan and manage the development and review of comprehensive business strategies, problem-solving and issues management for the assigned portfolio
    • Lead by example and encourage an environment of positive collaboration through strong working relationships across business units internally and externally
    What Skills and Qualifications Do I Need?
    • Completion of a degree in a relevant field of study or education and experience deemed equivalent
    • Demonstrated senior experience with leadership responsibilities and direct experience in client account management, client relationship management and/or customer facing roles, in one or more of government, payments, transit, technology, operations and/or business liaison
    • Excellent oral/written communications skills Proficiency in Microsoft Office applications (PowerPoint, Excel, Teams) is a must have
    • Strong negotiation skills with the ability to balance client and internal business interests
    • Strong conflict management skills
    • Comfortable with ambiguity and navigates uncertainty
    • Effective leadership, business savvy and inter-personal skills; excellent time management skills
    • Proactive and a self-starter
    • Ability to manage multiple priorities under tight timelines
    • Stakeholder and vendor management experience to develop and maintain relationships with internal and external stakeholders, and monitor contract adherence
    • Research and analytical skills to identify complex stakeholder relations issues and recommend solutions
    • Expert customer service knowledge and experience, preferably related to business operations and  service delivery best practices
    • Project coordination/management experience
    • Detail and results-oriented, with a ‘can do’ attitude
    Don’t Meet Every Requirement? 
    If you’re excited about working with Metrolinx but your past experience doesn’t quite align with every qualification of this posting, we encourage you to apply. You just might be the right candidate for this or other roles. We are always looking for great talent to join our team.
    We invite all interested individuals to apply and encourage applications from members of equity-deserving communities, including those who identify as Indigenous, Black, racialized, women, people with disabilities, and people with diverse gender identities, expressions and sexual orientations.
    Accommodation:
    We value the unique skills and experiences each person brings to Metrolinx and are committed to creating and maintaining an inclusive and accessible environment. We are committed to the requirements of the Accessibility for Ontarians with Disabilities Act so if you require accommodation during the hiring process, please let our Recruitment team know by contacting us at: 416-202-5601 or email hr.recruitment@metrolinx.com.
    Application Process:
    All applicants must be legally entitled to work in Canada. Metrolinx will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time-sensitive correspondence, we recommend that you check your email regularly. If no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate.
    Should it be determined that any background information provided is misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.
    We thank all applicants for their interest, however, only those selected for further consideration will be contacted.
    WE ARE AN EQUITABLE AND INCLUSIVE EMPLOYER.

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