TTC’s Group Station Managers to focus on customers, service excellence
April 18, 2013
The Toronto Transit Commission announced details of its new station management model April 18, introducing its six, new Group Station Managers (GSMs) as part of its continuing commitment to modernize and transform the TTC.
Chair Karen Stintz and CEO Andy Byford introduced the GSMs – a new position at the TTC – at an event at Victoria Park Station. Five of the six GSMs appointed come from outside the TTC. Each is responsible for a group of subway stations in six zones (North Yonge and Sheppard; Bloor-Danforth East and SRT; Central; Downtown Yonge; Bloor-Danforth West; and University-Spadina) where the four women and two men will lead a group of employees in providing excellence in customer service, while ensuring a safe, clean, efficient and secure transit system for the TTC’s 1.7 million daily riders.
The introduction of Group Station Managers is a 2013 Customer Charter commitment introduced on Feb. 28.
TTC Chair Karen Stintz said: “The GSMs will develop positive relationships and partnerships with our customers, employees, City Councillors and with the communities in which our stations are located, including Business Improvement Areas. I am pleased to be part of this exciting, new era in customer service at the TTC.”
The GSMs will oversee teams of duty station managers, station supervisors, janitors and station collectors. This new model includes standardizing the reporting relationships for greater efficiency and response to customer needs.
“One of our key Customer Charter commitments was the appointment and announcement of Group Station Managers,” said TTC CEO Andy Byford. “I am pleased we have done that today. These women and men will help establish a new level of customer service where it matters most: on the frontline, in our stations. The GSM role is based on a job that I did in London and I know that it is what we need in order to drive up performance and transform customer satisfaction at our subway stations. To me, it is a key enabler to delivery of our vision of making the TTC a transit system that makes Toronto proud.”
Group Station Managers
Bo Koch – Bloor-Danforth West (Bathurst to Kipling)
and managing products and business teams as a product manager at a large, global bank in New York City. She has also worked as a management consultant in Europe providing strategic consulting with a top five global management consulting firm. She is fluent in several Asian and European languages.
Cameron Penman – Central (Castle Frank to Spadina)
Shelley Pickford – Bloor-Danforth East/SRT (Broadview to McCowan)
Michael Sosedov – North Yonge/ Sheppard (Finch to St. Clair; Sheppard line)
Ellen Stassen – University-Spadina (Downsview to Osgoode)
During her time with Canada’s largest regional airline, she was instrumental in implementing a zone management system for regional airports. She was the corporate representative on local operating committees and public interest groups involving many diverse stakeholders.
Eve Wiggins – Downtown Yonge (St. Andrew to Summerhill)
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