Service Bureau Manager

Job Locations CA-Edmonton
Job ID
2020-1149
Category
Project Management
Type
Permanent Employee

Overview

Vix Technology is an industry leader in transport ticketing, implementing and managing automated fare collection, payments, access and passenger information systems. Our solutions help transport authorities ease passenger movement and embrace new innovations, to provide the most efficient transit system possible for their passengers.

 

Vix is seeking an energetic, entrepreneurial leader who isn’t afraid to roll their sleeves up for one of the most exciting global AFC (Automated Fare Collection for those not in the know…) projects currently being established in Edmonton.

 

Vix Technology is a market leader in providing transit riders around the world a better passenger journey through a seamless and cashless journey. 

Vix has been selected by the City of Edmonton to design, develop, deploy, and maintain a Regional Smart Fare System (RSFS) for the Edmonton region.

The RSFS allows riders to pay for transit using a variety of methods including credit cards, debit cards, other compatible smart cards and smart devices. The tap and go fare payment system makes paying for transit as simple as buying a cup of coffee. It also makes travel across the Edmonton Metropolitan Region easier for customers since one account could be used on all participating transit systems, including Edmonton, St. Albert and Strathcona County.


The role of Service Bureau Manager is critical to the success of the project with the successful applicant holding primary responsibility for designing, establishing, and managing the Vix Service Bureau to support the RSFS. The initial tasks for the role include familiarization with the contracted service requirements and working with other Vix departments to assist with the service design. The support will be conducted through a variety of methods including direct hires, temporary workers, contractors, and third parties. The Vix Service Bureau Manager will oversee the day-to-day operation of the system, interface with the Customers (regional transit agencies), and be accountable to ensure the various Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are met on a monthly basis.

Responsibilities

The success of Vix Service Bureau Manager will be measured by the overall success of the RSFS Project Deliverables:

  • Customer Satisfaction (both transit riders and transit agency)
  • Timeliness of Reporting
  • Field Equipment Reliability
  • Achievement of KPIs and SLAs
  • Process development and continuous improvement; implement best practices in management of fare systems
  • Cost control

Key Responsibilities and Duties:

The following responsibilities and duties are a representative summary of the primary duties and responsibilities. Successful candidate may not be required to perform all duties listed and may be required to perform additional, position-specific duties.


General Operational Management

  • Ensure proper and efficient running of the Service Bureau as a distinct business unit with responsibility and accountability for P&L, cost control and reporting.
  • Collaborate with other Vix departments and in some cases directly supervise and manage day to day RSFS System operation (system operations, fare policy configuration, release testing and User Acceptance Testing (UAT), customer service call centre, educational institution and employer relations, fare media distribution and fulfillment).
  • Represent Vix’s interest in negotiating with vendors, service providers, and participating transit agencies; provides feedback, proposes actions, and requests resources on behalf of the Vix Service Bureau.
  • Coordinate internal and external resources to meet all contract scope and schedule requirements or negotiate revisions as required.
  • Develop and monitor operational budgets, work schedules, and progress reports for the RSFS system.

 Field Equipment Support 

  • Oversee Vix employees and third-party subcontractors to maintain and repair field equipment including: Point-of-Sale (POS), Ticket Vending Machine, Bus and Rail Fare Validators, Fare Enforcement Handheld Inspection Devices (trouble-call repair, preventative maintenance, fare equipment reliability, and component/parts for internal repairs through the use of Vix’s GSMT or JIRA reporting systems.
  • Successfully control assets and procure spare parts; ensures agencies and third-party subcontractors have enough parts to swap, repair, and maintain field equipment.
  • Participate in hardware end of life decisions to ensure system performance for a long-term operating period.
  • Provide technical guidance, and act as liaison to transit agencies and third-party subcontractors for the coordination of equipment installations and repair.

Financial Operations

  • Oversee revenue reporting processes, implement effective internal controls and systems for monitoring, collecting, accounting for and reporting revenue and the reconciliation of RSFS revenues.
  • Ensure production all appropriate revenue reports on a daily, weekly, monthly and annual basis.
  • Ensure all annual audits and PCI compliance reports are completed and issued on-time.

Fare Media Control and Distribution 

  • Ensure the timely ordering, stocking, control, security, and distribution of fare media to sales channels.
  • Oversee the timely fulfillment of card orders to individuals from the website.

Transit Agency Relations 

  • Ensures on-time completion all contractual deliverables as required under the RSFS contract.
  • Participate in regional committee meetings to discuss project issues and to evaluate performance of the Vix services provided under the RSFS contract.
  • Ensure the usability of and coordinate access to the RSFS Test Lab.
  • Communicate and coordinate with agency stakeholders to ensure their needs are addressed.
  • Develop and deliver regularly on operational status, issues, and SLA/KPI implications for Vix.
  • Develop policies and procedures for RSFS support practices; and assist and support the development of plans in alignment with participating agency goals and Vix strategic plans.

 Other

  • Develop a high level of coordination between the Customer Service Call Centre (Austin, TX) and the VSB.
  • Other duties as assigned.

Physical Demands / Work Environment: 

  • Work is performed in a standard office environment with occasional work in transit operating environments including bus yards, buses, and light rail stations.
  • Subject to standing, walking, bending, reaching, stooping, and lifting of objects up to 25 pounds.
  • The Agency promotes a safe and healthy work environment and provides appropriate safety and equipment training for all personnel as required.
  • Key relationships for this role are:
  • Service Delivery Manager: Work closely with the Service Delivery Manager who will assume responsibility for the customer once the project delivery phase is completed.
  • Americas Head of Service Operations: Work closely with the Service Operations Manager who will assume responsibility for the systems and solutions once the project delivery phase is completed to achieve KPI results.
  • Operations Accountant: Work closely with the Operations Accountant to ensure all financial reporting for the financial reconciliation and revenue apportionment are accomplished.

Qualifications

Skills & Qualifications

Essential

  • Bachelor’s Degree in business administration, public administration/public policy, planning, or closely related field
  • Significant experience negotiating with vendors, and implementing new hardware, software, and data communication networks; preferably in transit related projects or revenue/fare collection systems
  • Utilizing personal computer software programs affecting assigned work and in compiling and preparing spreadsheets and reports
  • Establishing and maintaining effective working relationships with other department staff, management, vendors, transit agencies, community groups, and the general public

Desirable 

  • Installing and testing new hardware, software, and data communication networks
  • Formal conflict resolution training
  • Six Sigma experience
  • Experience with reading/understanding complex contracts

Knowledge & Experience

Essential

  • 10 years’ progressively more responsible experience in management that includes developing and monitoring budgets, work schedules, planning and directing the work of consultants, contractors, and staff
  • 7+ years’ experience in a customer facing capacity
  • 3+ years working within an ITIL environment
  • Knowledge of transit, transportation, ITS, or tolling.
  • Passion for efficiency in operations
  • Experience being accountable for large global systems with SLAs values exceeding $100,000 CAD per month.
  • Experience working with systems with extensive integration points involving multiple vendors.
  • Strong problem-solving ability
  • Excellent leadership and people management skills
  • Demonstrated ability to be flexible to work off-shift hours
  • Strong ability to prioritize and organize work for self and teams 

 Desirable

  • Experience working in a global project delivery organization
  • Comfort working in a matrix organization
  • Experience pricing change orders with primarily labour

Please provide details on your current salary and benefits package, where applicable, and your expectations in your covering letter/email, along with the submission on your CV.

When submitting an application, please kindly confirm your eligibility to work in the USA and please provide details of your visa if applicable.

Please note, only successful applicants will be contacted.

Vix Technology is an Equal Opportunities Employer that seek to employ a workforce which reflects the diverse communities we operate within.

STRICTLY NO AGENCIES - Unsolicited resumes submitted to VIX will not warrant a fee to be paid.

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