Specialist, Complaints & Investigations

Overview

The City of Mississauga's Transit Operations is seeking a detail-oriented Complaints & Investigations Specialist to conduct thorough and objective investigations related to workplace, customer, and operational issues. This permanent role ensures compliance with legislative requirements, supports data-driven decision making, and collaborates closely with Human Resources, Labour Relations, and Legal teams to maintain a respectful and accountable work setting.

Key Responsibilities

• Ensure adherence to complaint and investigation procedures for incidents including collisions, traffic violations, workplace complaints, incident reports, and customer grievances.
• Maintain compliance with City policies such as the Respectful Workplace Policy and relevant legislation by partnering with HR, Labour Relations, and Legal.
• Manage cases per harassment and discrimination prevention policies, employment accommodation, AODA standards, and Occupational Health and Safety Act Section 32.
• Perform comprehensive and defensible investigations, producing reports that clearly summarize factual findings for senior leadership review.
• Generate statistical data and analyze complaint trends to recommend resolutions including education, dispute mediation, or other interventions.
• Identify needs for legislative training or development initiatives and collaborate with HR to implement these efforts and monitor compliance.
• Provide support during meetings outside normal business hours when necessary.
• Track grievances and arbitration referrals, ensuring timely handling aligned with the ATU Collective Agreement.
• Conduct ongoing audits and oversight of complaints to guarantee compliance and proper documentation.
• Report significant findings and suggestions to the Manager, Transit Operations.
• Evaluate effectiveness of interventions, recommending adjustments as needed.
• Prepare documentation for HR Tribunal applications and represent the City at hearings and mediations.
• Engage in continuous professional development to stay current with human rights and employment legislation.

Qualifications and Expertise

• Degree in business administration, human resources, or a related discipline preferred.
• Experience working within a unionized environment.
• At least five years of experience in a fast-paced operational environment.
• Combination of education and relevant work experience may be accepted.
• In-depth knowledge of complaints and investigations procedures, relevant legislation including Human Rights Code, Occupational Health and Safety Act, Bill 132, and Employment Standards Act.
• Strong verbal and written communication skills.
• Demonstrated leadership abilities with capacity for coaching and mentoring.
• Meticulous attention to detail and solid organizational skills.
• Willingness to work flexible schedules, including evenings, early mornings, weekends, and holidays, to support a 24/7 workforce.

Work Conditions

• Position is based in Mississauga Transit facilities.
• Regular work week of 40 hours.
• Hybrid work model requiring three days onsite per week with remote flexibility for remaining days.
• Role supports a 24/7 operational environment, so schedule may include non-standard hours.
• Compensation ranges from $91,701 to $122,268 annually.

Equity, Diversity, and Inclusion

The City of Mississauga is devoted to fostering a diverse and inclusive workplace that mirrors its community. The city promotes equity throughout the employment lifecycle to attract and retain diverse talent.

Accessibility and Accommodations

The City is an equal opportunity employer committed to accessible recruitment. Applicants requiring accommodations during the hiring process are encouraged to communicate their needs to ensure equal participation.