Editorial Archive

New era dawns at TTC with introduction of Group Station Managers

4/19/13 6:00 AM

Yesterday (April 18, 2013), TTC Chair Karen Stintz and I unveiled the TTC’s six new Group Station Managers (GSMs).

The GSM role brings accountability to the management of our subway network. In fact, the role is based on a job that I once held in the London Underground.

Our GSMs will manage customer service and safety, staff performance, selling fares and facility management for their group of stations and associated bus and streetcar interchanges.

Over the coming months, we will progressively build stable teams so that staff has a sense of pride in their stations and customers get to know their local team. The GSMs will work with local community groups and Councillors to put the pride back into the TTC.

In creating Group Station Managers, I wanted to infuse new thinking and fresh blood into the TTC. Five of the six GSMs are new to the TTC with backgrounds in aviation, consultancy and customer service. Four out of the six are women. I’m confident this team will give our station staff inspirational leadership and make the TTC culture customer-led.

This milestone also delivers one of the promises that I made as part of our new Customer Charter. I’m pleased to say that a lot of hard work has delivered all nine of the Charter commitments due during the first quarter of this year. You can find the full progress report on our website at ttc.ca.

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