Principal Associate, Process Manager- Servicing Training Consultant

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.
The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
Plano, TX: $98,900 - $112,900 for Principal Process Manager
Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate's offer letter.
This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.
Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
This role is expected to accept applications for a minimum of 5 business days.
No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. 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 [email protected] . 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 [email protected]
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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).