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Director (Head) of Learning, Card Contact Center Organization

Capital One


Location:
McLean, VA
Date:
03/23/2017
Job Code:
capitalone2-R19241
Categories:
  • Management
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Job Details

Company Capital One

Job Title: Director (Head) of Learning, Card Contact Center Organization

JobID: capitalone2-R19241

Location: McLean, VA, 22106, USA

Description: McLean 1 (19050), United States of America, McLean, Virginia



Director (Head) of Learning, Card Contact Center Organization



This role would be Head of Learning for its global Credit Card Customer Experience organization. Easily one of the largest communities within the company, this organization encompasses more than 16,000 Capital One and outside vendor contact center agents. The group assists customers with a wide variety of important activities, including but not limited to account servicing, dispute resolution, and fraud resolution.



Given that Capital One is in the midst of an exciting transformation to become a more technologically and digitally centered company, this group is shifting its activities to focus on more complex types of customer assistance as part of the ongoing change. It is imperative that Capital One find a strategic Learning team leader who can envision and execute upon an innovative, best practices oriented, and results focused learning agenda to support the journey.



Responsibilities include:



+ Develop and deliver learning and development strategies aligned with business priorities for the Credit Card Customer Experience Organization

+ Assess and identify related current and future organizational training and development needs

+ Develop innovative training solutions which leverage knowledge of adult learning best practices, utilize multiple learning modalities, utilize different delivery methods as appropriate

+ Lead large scale training projects and initiatives

+ Prioritize training efforts and effectively allocate resources

+ Collaborate with other Capital One learning leaders to drive efficiencies

+ Lead and develop a team of learning professionals

+ Create and maintain training budgets

+ Track and report on training effectiveness and return on investment

+ Build and maintain relationships with external training vendors for training content and delivery



Basic Qualifications:



Bachelors Degree or military experience



At least 2 years of experience in Management of a Corporate Learning/Training Function



At least 2 years of experience in Client Consulting



At least 5 years of experience in People Management



Preferred Qualifications:



Masters Degree



At least 5 years of experience in Management of a Corporate Learning/Training function



At least 1 year of experience in Management of a Corporate Learning/Training organization with operations outside the United States



At least 1 year of experience in a learning/training organization serving contact center populations



At least 10 years of experience in Human Resources



At least 5 years of experience in Client Consulting



At least 7 years of experience in People Management



At this time, Capital One will not sponsor a new applicant for employment authorization for this position.



At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.                                               


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