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Senior Learning Manager, Global Card Customer Service Organization

Capital One


Location:
Richmond, VA
Date:
07/20/2017
2017-07-202017-08-19
Job Code:
capitalone2-R27165
Categories:
  • Customer Service/Call Center
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Job Details

Company Capital One

Job Title: Senior Learning Manager, Global Card Customer Service Organization

JobID: capitalone2-R27165

Location: Richmond, VA, 23261, USA

Description: Locations: VA - Richmond, United States of America, Richmond, Virginia



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.



Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.



Senior Learning Manager, Global Card Customer Service Organization



**Senior Manager, Learning and Development**



**Our Company**



**Our Role**



This Senior Manager role will lead the learning and development solutions for our Global Credit Card Customer Service Organization . We have a very robust learning program for this associate population, also known as our Contact Center group. It is both broad and complex. This individual will thrive in an environment where multiple programs and a variety of business partners are involved, and will navigate those dynamics and complexities well. This individual will be responsible for curriculum design, strategy, and process innovation. They will need build relationships with HR Consultants and Line of Business Leaders to consult on the successful development, implementation, and evaluation of our large portfolio of programs.



We want someone to come to the table with an innovative mindset and forward leaning ideas that can continue to help the programs grow and succeed. The best candidate will be passionate about technology and shaking up the way we work to deliver an incredible associate experience.



**In this role you will:**



+ Lead a highly dynamic and multi-disciplinary team to manage and enhance frontline agent training programs.

+ Collaborate with internal partners. Develop and nurture relationships with key internal stakeholders in support of Capital One’s lines of business within the credit card contact center organization.

+ Take industry analysis, user feedback, analytics and best practices into consideration when driving program strategy.

+ Proactively meet with internal business clients to fully understand their business strategies and learning needs.

+ Identify and design integrated learning solutions, in conjunction with Subject Matter Experts, to fill performance and development gaps using adult learning methodologies and training techniques.

+ Actively provide thought leadership to line of business leaders by knowing their day-to-day business and responding to learning requests.

+ Manage large learning projects.

+ Conduct research and remain up to date on external vendor solutions.

+ Stay abreast of new and emerging technologies and matching the appropriate technology to a specific learning opportunity or challenge.

+ Anticipating and meeting the training and development needs of a global workforce and contributing to talent development where the organization most needs it.



+ Monitor the work of other learning resources working on mutual projects and provide feedback, coaching and guidance as needed.

+ Demonstrate the value and impact of learning by using metrics that are meaningful to business and using data analysis to measure the effectiveness and efficiency of learning and development.



+ Provide strategic direction and coaching for team; develop a team of inclusion and diversity

+ Contribute to the growth and development of internal team members by sharing new learning techniques and best practices in the learning industry.



**Here’s what you’ll need to be successful:**



+ Blend of strategic and tactical thinking, creative and analytic reasoning.

+ Serve as subject matter expert, contributing practitioner, thought leader, career guide and mentor to teams.

+ Exceptional communication skills.

+ Willingness to roll up sleeves and work in a highly team oriented environment.

+ Collaborative, team player attitude with the ability to navigate and influence the organization.

+ Regularly and systematically use data to uncover opportunities, track product performance, and drive decision making.

+ Ability to combine a strong quantitative background to support data-informed decision making with gut-based decisions.

+ Entrepreneurial ability to identify and prioritize opportunities in highly ambiguous contexts.

+ Support and contribute to program curriculum strategy and development (learning events, networking).

+ Manage and implement all program development modules, continuing collaborating with Program Coordinator to ensure effective management of program.

+ Set strategy for program dates, space needs and required resources.

+ Prep Executive Speakers and Instructors for the learning events.

+ Track record of defining strategy, creating advocacy/alignment and being accountable for outcomes.



**Basic Qualifications:**



+ Bachelor's Degree

+ At least 3 years of experience working in the learning & development industry

+ At least 3 years of experience in learning consultation

+ At least 3 years of experience in learning curriculum design and development

+ At least 3 years of experience managing the execution of training programs



**Preferred Qualifications:**



+ Bachelor's Degree in Adult Education or Human Resources

+ 5 years of experience in training needs assessment and design

+ 5 years of experience in client consulting / performance consulting

+ 5 years of leading project teams

+ 3 years of experience in Commercial Banking



**Location:** Richmond, VA



**Contact Info:**



Florencia Luchini-Baxter



Executive Recruiter, Sourcing & Research Group



703.744.0343



florencia.luchinibaxter@capitalone.com



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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