Learning Manager - Training Delivery

Capital One
Richmond, Virginia
May 13, 2022
Jun 12, 2022
Full Time
Locations: VA - Richmond, United States of America, Richmond, Virginia

Learning Manager - Training Delivery

Who we are:

We support the people who support our customers. When customers need help they reach out to a large network of super-talented agents who have to confidently handle anything that is thrown at them. We help those agents to know the best thing to say or do to help our callers.

Why we need you: We recognize how important having the right preparation and training at the right time is in influencing agent performance. We are elevating our virtual learning experience. We need folks like you who are passionate about having exceptional learning & development practices and who find being critical to the success of agent performance thrilling!

What we value:
  • Curiosity: You will seek best practices and be driven to learn about emerging learning & development techniques and tools.
  • Collaboration: You will partner across the enterprise to balance urgency and quality and make sure agents are well prepared for performing in their job and supporting our customers.
  • Kindness: Change can be hard. You will demonstrate empathy and optimism.
  • Confidence: You will deliver significant results that will influence the experience of millions of customers.

What you will do:
  • Identify training needs, recommend and implement training solutions, evaluate and measure effectiveness.
  • Lead initiatives and manage change to contribute to the overall effectiveness of training and development
  • Set strategy and pitching recommendations at the LOB level leveraging above tasks, in line with long term vision and bigger holistic L&D picture.
  • Manage team resource capacity, provides clear prioritization of requests for the team, manage the associates learning capacity holistically.
  • Establish and maintain relationships with business partners and stakeholders, seen as a trusted advisor and coach, comfortable presenting up to VP/HRCs, ability to speak with MVP as well, ability to leverage relationships in challenging times.
  • Model and ensure Team Leaders are exemplifying the enterprise Leadership expectations (Inspire, Empower, Include)
  • Help managers develop their team members through coaching and development
  • Lead the development and continuous improvement of a comprehensive training strategy ensuring strategic alignment of training and development with business goals.

Behaviors you should demonstrate:
  • Customer Focus, active listening, empathetic, open minded, ability to ask open ended strategic questions
  • Results Focus, ability to say no when not the right solution, educate internal clients on root cause findings, has foresight for the business beyond current outcomes.
  • Strong Communication, ability to ask difficult questions, facilitate a robust discussion while navigating the room and audience, data backed storytelling
  • Travel as needed (up to 15% at times) to other company locations for training purposes
  • Think big picture and connect the dots on vision and strategy across the organization, be comfortable making recommendations while leveraging findings.

Basic Qualifications:
  • High School Diploma, GED or equivalent education
  • At least 3 years experience in training or development
  • At least 3 years experience managing a group of learning professionals
  • At least 2 years experience using Google Suite

Preferred Qualifications:
  • Master's Degree
  • At least 5 years experience in training, instructional design or development
  • At least 5 years experience managing a group of learning professionals

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

No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City's Fair Chance Act; Philadelphia's Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).

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