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)

Bo Koch has a successful track record of delivering exceptional customer service, engaging clients worldwide, securing new business opportunities,
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)

Cameron Penman

Cameron Penman comes to the TTC with a degree in commercial aviation management and more than six years’ experience in customer service, operational management, budgeting, recruitment and employee management while working for Canada’s largest regional airline. He has extensive experience in managing in a diverse workplace and environment where safety is paramount.

Shelley Pickford – Bloor-Danforth East/SRT (Broadview to McCowan)

Shelley Pickford brings more than 25 years’ experience to the role as the lone internal appointee. She joined the TTC in 1988 as a bus and subway operator and has held a variety of increasingly responsible positions, including Route Supervisor, Instructor, Station Manager and Assistant Manager. She was instrumental in developing and delivering the new Customer Service training module while serving as an Instructor.

Michael Sosedov – North Yonge/ Sheppard (Finch to St. Clair; Sheppard line)

Michael Sosedov has more than 30 years’ experience in transportation, including that of bus operator, general manager of a transit agency, and deputy minister of transport for the Government of Moscow Province (Russian Federation). He was instrumental in successfully transforming the transit agencies he worked for into customer-oriented organizations with the implementation of significant customer service improvements, such as automatic fare collection, rapid transit improvements, restoration of transportation hubs and the attraction of private investments in public transit. Most recently, he led the quality management project at PRESTO.

Ellen Stassen – University-Spadina (Downsview to Osgoode)

Ellen Stassen comes to the TTC with more than 15 years of transportation and customer service experience, including transportation operations, customer service, facility management and third party service agreements.
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)

Eve Wiggins is a customer service leader with 20 years in the transportation industry. She has a proven ability to successfully analyze customer needs, identify potential opportunities, and empower and motivate others to develop and implement innovative solutions that meet business requirements. With a career spanning three continents, she specializes in Customer Experience Management, Operations Management and Business Strategy. A former consultant, she most recently held a variety of positions at Toronto Pearson Airport including Manager of Planning & Integration for Service Delivery Terminals, Program Manager of Guest Experience Strategy, Manager of Guest Programs, and Manager of Operations Quality and Customer Service Quality.