Director, Farecard Technology

Career Opportunity

Reporting to the Head, Farecard, you will manage the day-to-day operation of the TTC’s fare collection system and is responsible for quality assurance and operational readiness for projects in the TTC Farecard “Presto” Program. You will be accountable for the availability, reliability and continuous improvement of the fare collection system.
The Presto Program is an automated fare collection system using smartcard technology allowing cardholders access to transit travel throughout the Greater Toronto and Hamilton Area and Ottawa.
As Director, Farecard Technology, you will work and collaborate with the service provider to support and improve current availability and reliability of the existing fare collection system and modernize the system by implementing Account Base fare collection central backend system and open payment with ability to pay transit fares using contactless payment cards and mobile wallet.

What You Will Do

• You will manage and provide leadership to the Operation and Quality Assurance Teams in the Farecard Department.
• Oversee day-to-day fare card operations with comprehensive understanding of the business and technical environment. Assess and identify operation issues. Identify any issues and errors in Service Level Agreement (SLA) reporting and ensure all issues are rectified by the service provider in a timely manner.
• Participate in Operational roadmap planning.
• You are responsible for operational readiness of all projects. Facilitate transitioning of projects to steady state support.
• When appropriate, provide feedback on proposed business architecture of solution. Identify risk and impact associated with various project solution and implementation options. Define and execute operation change management.
• You will provide resources and manage the delivery and quality of the work packages as defined in projects / programs.
• Develop an effective and efficient delivery model that can meet operational and delivery objectives.
• Develop technical and supervisory competency.
• You will facilitate and support the change management process for project delivery
• Liaise and maintain relationships with service providers / vendors and collaborates with internal stakeholders as required.
• Participate in joint assessments, viability assessments, roadmap validation to determine and/or validate scope and risk profiles of initiatives.
• You will participate in procurement activities as required. Co-ordinate the completion of the specifications documentation in a Request for Information (RFI) and/or Request for Proposal (RFP) document.
• Participate in vendor contract negotiations and ongoing contract management.
• Assist in preparing Board reports.
• Liaises and collaborates with the service provider and TTC staff to co-ordinate/integrate related activities and meet the TTC’s fare collection system requirements.
• Provide necessary reports and recommendations to the Head - Farecard and TTC as a whole
• Substitutes for the Head, Farecard when required
• You will participate in the TTC's Customer Service Ambassador program as required.

What Skills Do You Bring?

What Qualifications Do You Bring?

• Your educational background and University Degree in Business Administration / Computer Science / Engineering or related discipline; or a combination of education, training and experience deemed to be equivalent combined with extensive related work experience in technology operations is integral and will contribute to the success in this role.
• Your application will demonstrate extensive knowledge in transit payment technology operation and experience in managing operational service levels.
• Knowledge of automated fare collection concepts and demonstrated experience related to digital payment
• Demonstrated experience in contract / vendor management.
• Your application will also demonstrate a proven record in defining operational goals and objectives that align with strategic direction.
• Possess strong business acumen with highly developed management, supervisory and communication skills.
• Excellent analytical and problem solving skills
• Ability to introduce and manage change effectively.
• Your application will demonstrate strong leadership with the ability to manage staff engaged in a variety of activities with regard for quality, accuracy, effectiveness and efficiency.
• You will have a technical background, with sufficient depth and breadth to provide requirements and participate in vendor and system procurement and evaluation.
• Practical experience and working knowledge of MS office Suite including Word, Excel, Power Point, MS Project / MS Project Online, Sharepoint.
• Comprehensive knowledge of all facets related to the development and implementation of major information systems projects and quality assurance principles and practices.
• Familiarity with payment devices and related technical standard and issues.

What We Offer

• Commitment to creating a diverse, equitable and inclusive culture that promotes a sense of belonging and represents and reflects the needs of the communities we serve.
• A flexible, hybrid work approach that allows colleagues to find balance between their professional and personal lives and making the most of the benefits of working remotely and purpose-driven in-person collaboration opportunities.
• One of the great benefits of being a full-time TTC employee is becoming a member of TTC defined pension plan.
• A comprehensive package that covers health, dental, vision and more.
• Support for professional development opportunities for all colleagues through a broad range of learning programs that include in-person and online training, leadership development, and support for colleagues’ well-being.