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Knowledge and Learning, Process Manager
Posted on 6/9/2022
Toronto, ON, Canada
Experience Level
Desired Skills
Customer Service
  • Curiosity: You will be driven to proactively seek information and the best solutions for our agents
  • Collaboration: You will partner across the enterprise to make sure the right content and learning decisions are made
  • Confidence: You will drive significant results that will influence the experience of millions of customers
  • Meticulousness: You will hold a high bar for information delivery and the way the team approaches the content management lifecycle
  • Leadership: You will prioritize people leadership and successfully empower, include and inspire your team members, ensuring their development and performance is well supported
  • Growth: One of your main tasks is to form a culture of growth, collaboration and innovation within the Learning Experience Design and Knowledge Management teams and you will be a crucial part of achieving this objective
  • Influence and drive the experiences for how users interact with knowledge content
  • Use content diagnostic data to understand how content is performing and lead efforts to improve existing usage, developing new content ideas for the future
  • Embed data collection and feedback mechanisms throughout our learning solutions to generate data-driven, actionable insights into the Associate Learning Experience. Lead efforts to drive continuous performance improvement from those insights
  • Understand how the content solutions delivery and learning experience processes are performing and lead continuous improvement efforts
  • Interact with upstream and downstream stakeholders to elevate the value and successes of your teams to the broader organization
  • Create comprehensive and easy to follow processes for all sites to follow in a consistent, reliable manner
  • Influence decisions being made to incorporate more innovative ways of learning experience design for customer service associates Create instructional materials (e-learning, videos, software tutorials, user guides, job aids, audio and video scripts, storyboards, assessments, etc.) that transform technical information into professionally written, engaging instruction for call centre associates
  • Partner with operations and program leaders to align our knowledge and learning programs with the expected business outcomes
  • Analyze department performance and report out to Senior Leadership on opportunities for improvement and executing on the plan
  • Coordinate multiple priorities and demonstrate initiative in completing projects
  • Manage and lead a team of associates with a focus on development to build the potential future leadership and bench strength in the Servicing Operations network
  • 2-3 years of experience in content management or Instructional Design
  • Degree
  • Leadership within a high-performing Service Delivery team
  • Experience working with outsourced partners
  • Our customers: You will learn about the experience of our customers, as if you were an agent taking a call yourself. You'll learn what questions customers have, how they interact with our products, and what their information needs are, to ensure their inquiries are resolved the first time
  • Our agents: You will learn what our agents do, how they do it, and what challenges they face
  • Our business: You will learn about our systems, platforms, products and policies
  • Our partners: You will partner with product, tech, ops, and business leads and learn how to support their learning and information sharing needs
  • Have a deep understanding of both user and content needs, in order to develop content and learning strategy, design, for executing those needs
Desired Qualifications
  • Degree in Communications, Library Science, Information Management, Computer Science, or, Bachelor's in Education or Instructional Design; or at least 5 years of experience being a learning experience designer or content manager in Financial Services or other large corporate environment
  • Strong project and content management skills and have a proven track record developing multi-purpose learning content
  • 1-2 years process management experience
  • At least 5 years of management/supervisory experience in a call centre or operational environment
  • Proven ability to work in fast paced environment without supervision
  • Excellent analytical, organizational and project management skills
  • Effective problem solving and strong interpersonal skills
  • Certified Performance and Learning Professional (CPLP) or similar industry certification
  • Possess a talent for concise, audience-targeted instructional development. A strong knowledge of adult learning theory and instructional systems will be an asset
Capital One

10,001+ employees

Sixth largest bank and financial service provider
Company mission
Capital One was founded on the belief that no one should be locked out of the financial system. Their deep commitment to financial inclusion is reflected in their business, community partnerships, philanthropy, and most importantly, support for customers. Capital One is on a mission to change banking for good.
  • Medical, Dental, & Vision coverage
  • Onsite Health Centers
  • Prescription saving with network of local pharmacies
  • Stock Purchase Plan
  • Education Assistance
  • 401(k)
  • Flexible Spending Accounts
  • Life and Disability insurance
  • Generous paid time off + corporate & floating holidays
  • Registered dieticians on site, cooking classes and free virtual fitness classes
  • Employee Assistance Program
Company Values
  • Creating financial tools that enrich lives
  • Building thriving communities
  • Advocating for an inclusive society
  • Do the Right Thing