Principal Associate, Process Manager- Servicing Training Consultant

We are seeking a teammate to serve as a learning & development consultant. The talented individual who joins this team will work closely with business leaders, product and process owners  to consult, design, develop, deliver, manage and analyze learning experiences, as well as building strong relationships with business partners and team members. Working with this group you will personally see Capital One’s dedication to the associate population and our passion for developing our people. 

As part of the Servicing Training Pod, our mission is to Delight our Customers by Delivering an Iconic Training Experience.  We inspire and empower our learners by being passionate about learning and development experiences that fuel call center agents to be great in their role and with our customers.  We are responsible for designing and delivering learning solutions that meet the needs of our learners and our customers.  We collaborate with other Financial Services LOB’s and Enterprise Learning & Development to integrate business needs into our learning solutions.

Our team is searching for a Learning Consultant who loves problem solving, making connections across divisions, strategizing and working with others to meet call center learning needs.

Ideally, this person would:

• Consult with multiple teams and stakeholders to assist in meeting the learning needs of associates across multiple lines of business

• Lead content and curriculum curation on initiatives associated with Servicing, including job specific and reinforcement training associated with call center training, and consulting with vendor operations for other FS LOBs, amongst other areas of learning 

• Aggregate learning needs across the organization to identify gaps, needs, and opportunities for enhancements in learning solutions at the Servicing level

• Measure Servicing learning impact through assessments and data analysis to make recommendations for enhancements

• Facilitate consistent communication between the Servicing Training Pod and Line of Business teams to inform strategy for learning solutions

• Work autonomously with minimal supervision but is an overall collaborative and positive team player

• Develop and maintain relationships with internal and external stakeholders

• Demonstrate a proven track record of strategic partnerships to remain informed on projects and initiatives across an organization 

• Possess a strong attention to detail and results oriented, ability to meet objectives and handle multiple deadlines and priorities, communicate tradeoffs, provide solutions for identified problems and multi-task 

A Typical Day Might Look Like This:

• Connecting with the Servicing Training Pod Lead to align on stakeholder needs, team prioritization, and how it connects with the pod’s vision

• Meet with partners across the organization to align on learning strategies coming out of their lines of business or programs

• Curate content that meets the needs identified by key stakeholders and partners

• Review learning strategies to identify opportunities to enhance upon or build new Enterprise learning solutions

• Study and become well versed in all learning solutions and curriculum at the Enterprise level

• Build relationships by networking with people across the organization

• Thinking ahead on communication needs, strategy and roll out to keep all parties informed and organized

We recognize that many life paths can contribute to interest in this role. We value all experience, whether gained in a classroom or through other paths, and invite everyone who meets the qualifications to apply for this role.

Basic Qualifications

• High School Diploma, GED, or equivalent certification

• At least 4 years of experience in adult learning or at least 4 years of experience in learning and development or a combination 

• At least 4 years of experience in client consulting 

• At least 4 years of experience in Project Management, Program Management, or Process Management or a combination 

• At least 2 years of experience in Google G Suite applications

Preferred Qualifications

• 3+ years supporting Auto Finance, Business Process Outsourcing, or a combination

• 1+ year of experience developing training content using the Articulate 360 suite of products

• 2+ years of experience with online learning platforms (examples include: Adobe Connect, Zoom)

• 2+ years of experience working with graphics tools (examples include: Adobe Photoshop, Adobe Illustrator)

• 2+ years of  experience with video editing tools (examples include: Adobe Premiere, Camtasia)

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