CAPABILITY MANAGER JOB DESCRIPTION

Few titles in Human Resources carry a broader mandate. The Capability Manager owns the design, deployment, and measurement of organizational learning frameworks that determine how quickly a company's workforce can close skill gaps and absorb strategic change. This role sits at the junction of HR consulting and program delivery, translating business unit needs into structured curriculum, competency maps, and capability assessments. In regulated or globally distributed environments, such as retail banking or industrial technology, that translation must hold across geographies, functions, and seniority layers simultaneously.

As the Capability Manager, you will lead the end-to-end development of capability frameworks and learning programs that directly accelerate workforce readiness and support strategic transformation across the organization. Working within the broader HR or Talent function and engaging regularly with COE leads, senior business leaders, and functional heads, you will own needs analysis, curriculum design, vendor partnerships, and program evaluation from initiation through measurable outcomes.

Career Impact: Professionals who hold this role build recognized expertise in competency architecture and instructional design, earning credibility with executive stakeholders that opens doors to Director of Talent or Head of L&D appointments.

Business Impact: The capability frameworks you design directly determine how fast frontline and functional teams adopt new operating models, with measurable effect on workforce productivity and change initiative success rates.

Growth Opportunity: The combination of global program deployment experience, LMS administration, and COE stakeholder management positions you for senior talent leadership roles across multiple industry verticals.

Company Value: Several employers sourcing for this role offer hybrid or campus-based arrangements with direct access to global HR leadership, providing exposure to enterprise-wide transformation programs not available in narrower L&D roles.

• Design and develop capability frameworks that map functional competencies to business strategy and workforce planning priorities.
• Lead training needs analyses across business units to identify skill gaps, performance deficits, and priority development areas.
• Build and maintain curriculum aligned to identified capability gaps, partnering with internal subject matter experts and external vendors to deliver outcomes.
• Manage the learning management system to organize, deploy, and track program content across global or multi-site populations.
• Evaluate program effectiveness using pre- and post-assessments, knowledge transfer metrics, and return-on-investment reporting.
• Partner with HR COE leads and senior business leaders to align capability programs with transformation initiatives and regulatory change projects.
• Lead and coach a team of learning professionals responsible for designing, delivering, and evaluating learning interventions.
• Develop and maintain stakeholder communication plans to ensure business functions are informed of program progress, priorities, and scheduling.

• Bachelor's degree in Human Resources, Instructional Design, Learning & Development, or equivalent work experience.
• 3 or more years of experience in capability development, organizational learning, or talent management, with demonstrated program ownership across multiple business functions.
• Proven ability to design and facilitate training needs assessments and translate findings into structured capability plans.
• Experience developing curriculum and learning content for both digital and instructor-led delivery formats.
• Demonstrated stakeholder management skills, including mid-to-senior level engagement and the ability to influence without direct authority.
• Strong project management capability, with experience managing multiple concurrent programs against tight deadlines and shifting priorities.
• Working knowledge of learning effectiveness measurement, including assessment design, data analysis, and ROI reporting.

• CIPD, CPLP, or equivalent professional qualification in learning and development or talent management.
• Experience deploying capability programs in a global or multicultural environment, including adaptation for regional workforce differences.
• Background in instructional design methodology, including e-learning development tools such as authoring platforms or LMS configuration.
• Prior experience operating within a Center of Excellence model and coordinating across HR functions, including talent management and total rewards.

• Program completion rate, tracking the percentage of targeted employees finishing assigned capability initiatives on schedule.
• Pre-to-post assessment score improvement, measuring knowledge transfer effectiveness across delivered learning interventions.
• Time-to-competency, tracking how quickly employees reach defined proficiency benchmarks following program participation.
• Stakeholder satisfaction score from business unit leaders rating the quality and relevance of capability solutions delivered.
• Number of capability gaps closed per annual cycle, measured against the documented needs assessment baseline.
• Typical tools: Learning management systems (commonly Workday Learning or Cornerstone); e-learning authoring platforms (commonly Articulate Rise or Storyline).

• Base Salary Range: $95,000 to $130,000 annually, depending on scope and location
• Bonus: 8% to 12% annual performance bonus tied to program delivery milestones
• Equity: Equity uncommon at this level; offered selectively at senior individual contributor level in tech-adjacent firms
• Health Benefits: Medical, dental, and vision coverage; employer contributes majority of premium
• PTO: 15 to 20 days annually, plus standard federal holidays
• Common Perks: Learning stipend, professional certification reimbursement, hybrid work flexibility

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Background check completion is a condition of employment, and candidates must be authorized to work in the United States without sponsorship. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected under applicable federal, state, or local law. Reasonable accommodations will be provided to individuals with disabilities throughout the application and employment process upon request.

The Capability Manager delivers end-to-end coordination of product-related activities and release oversight across a matrix environment of four to six direct reports. Working with the Capability Area Manager and cross-functional teams, the role advances business vision through Agile processes while serving as the recognized voice of the customer to drive alignment between internal stakeholders and product outcomes.

Key Responsibilities

• Support end-to-end coordination and alignment for product-related activities.
• Drive business work within the Agile process, sharing business vision.
• Provide oversight of release activities including communication, documentation, training, and release notes.
• Work with the Capability Area Manager to understand initiatives and capabilities.
• Represent company culture, missions, and values, demonstrating exemplary customer service with internal and external team members.
• Act as a recognized voice of the customer to the team, on behalf of the business.
• Lead 4-6 direct reports within a matrix environment across cross-functional teams.

Required Qualifications

• Bachelor's degree in a relevant field.
• 5+ years of work experience in software development.
• 3+ years working in the healthcare service industry.
• 1+ years working with Agile processes, including development of user stories and gathering business requirements from stakeholders.
• Ability to work collaboratively and influence others across all levels of the organization.
• Experience working with management to define problems and prioritize work.
• Willingness to travel up to 5% as needed quarterly.

Embedded within the Digital function, the Digital Conversion Capability Manager drives capability and process improvements across conversion platforms, including analytics, audience management, and content management tools. Working closely with internal and external stakeholders, the role coordinates resolution of technical issues, facilitates training and enablement events, and contributes to the analytics framework and governance strategy that underpins digital performance.

Core Functions

• Drive effective use of optimization tools and technologies within the Digital function.
• Manage and implement delivery of digital projects and initiatives.
• Coordinate and resolve technical issues with internal and external stakeholders.
• Plan and facilitate relevant training and events to drive enablement of conversion capability.
• Contribute to the development of the digital analytics framework, governance, and strategy.
• Coordinate communication of releases, outages, and incidents impacting conversion capability.

Qualifications & Experience

• Hands-on experience with digital conversion optimisation platforms, including analytics, audience management, and content management tools.
• Experience in data analysis and reporting, with the ability to identify issues and make recommendations.
• Knowledge of personalisation and experimentation principles.
• Experience delivering content or digital experiences on websites and mobile apps.
• Highly organised approach to problem-solving and prioritisation.
• Strong communication and stakeholder management skills, with the ability to articulate complex information to diverse audiences and external vendors.
• Flexible to adapt in a fast-paced environment.

Reporting to senior transformation team members, the CRM Capability Manager shapes the product development life cycle for contact centre technology, ensuring it meets the requirements of both colleagues and clients. Partnering with leaders and end users across the business, the role oversees multidisciplinary teams to deliver product evolution aligned with business and regulatory requirements, directly enabling a market-leading client service experience.

Primary Duties

• Manage the product development life cycle to ensure it meets the requirements of both colleagues and clients.
• Support the creation and delivery of the product development strategy in partnership with senior transformation team members.
• Oversee multiple teams to deliver products and ensure product evolution aligns with business and regulatory requirements.
• Collaborate with leaders and end users across the business to maintain alignment on product direction.
• Establish key features of tooling and use internal and external insights to create specifications and prototypes for a market-leading client service experience.

Skills & Qualifications

• Proven experience in product management or a related role, with strong knowledge of the product development life cycle.
• Expert technical background in contact centre technology.
• Understanding of business drivers, KPIs, stakeholder motivations, and commercial metrics.
• Ability to analyse complex data to identify colleague and client requirements.
• Proven ability to manage and supervise multidisciplinary and cross-functional teams.
• Strong leadership and project management skills.
• Excellent verbal communication and partnership skills.

Sitting at the intersection of Sales and Marketing, the Capability Manager builds and maintains a unified global eRetail capability strategy, translating it into operational roadmaps and playbooks for regional commercial teams. Operating across functions including Marketing, Media, and Finance, the role drives ePICOS and eAudit tool implementation, leads the community of eRetail experts, and benchmarks performance to fuel growth across global markets.

Duties

• Develop and design the global eRetail capability strategy and translate it into an operational plan and roadmap for focused OpCos.
• Build a unified language and approach for eRetail teams across Sales and Marketing, keeping playbooks and toolkits current and relevant for all regions.
• Drive ePICOS and eAudit capabilities, including tools, implementation, and compliance.
• Lead and maintain the community of eRetail experts, organising and facilitating training.
• Benchmark performance against critical capabilities and advise on channel strategy and capability journeys for all OpCos.
• Ensure key stakeholders across OpCos in scope maintain focus and resources behind the eRetail capability agenda.
• Actively engage with Marketing, Media, and Finance functions to ensure an end-to-end approach.

Requirements

• Bachelor's degree or university-level qualification.
• Minimum 2 years of OpCo experience in a commerce-related function such as marketing, trade marketing, or sales.
• Experience in eRetail or eCommerce across sales, media, or marketing is an advantage.
• Experience working with cross-functional teams, building relationships, and synthesising complex information into digestible formats.
• Proficiency in Microsoft Office, Power BI, and digital analytics tools.
• Fluent written and spoken English.

A key member of the Learning and Digital Transformation team, the Senior Capability Manager leads the development of enterprise-wide digital adoption strategy and governance models, including training delivery and vendor management across operating units. Collaborating across SDLC stages with program and project managers, the role shapes the organisation's digital reach and aligns adoption platform technologies with existing accelerator and innovation functions to produce measurable results.

Functions

• Navigate a large enterprise, build relationships, and develop a firm understanding of unique business needs across operating units.
• Make product-impacting decisions in alignment with enterprise business strategies and governance.
• Establish overall vision and digital adoption strategy, developing positions to extend the digital reach of the organisation.
• Establish and maintain best practices, framework builds, and support standards, while continuously refining delivery and governance models.
• Deliver training to support digital adoption and resource upskilling.
• Manage vendors and oversee pipeline and opportunity evaluation.
• Track and govern digital adoption platform technologies, aligning with existing accelerator or innovation functions.

Experience & Qualifications

• 2+ years of experience in digital adoption platforms or equivalent digital transformation and strategy roles.
• 3+ years of experience at a management consulting firm working on external client engagements, including healthcare projects.
• 4+ years of experience in process mapping, business planning, and execution, with strong project management skills.
• 2+ years of experience across SDLC stages including design, development, and testing, with structured project management experience leading systems integration or package implementation.
• Experience in developing measurable work plans and directing program and project managers across scheduling, budgeting, and reporting activities.
• Advanced proficiency in Microsoft Excel and PowerPoint.
• Intermediate proficiency in data reporting tools.
• Ability to work independently in ambiguous environments and produce results under time constraints.

Building the Master Training Matrix and delivering site-wide capability programs depends on the Operations & Capability Manager, who analyzes, designs, develops, implements, and evaluates all training aligned with business objectives and site mission. Based within a manufacturing environment and working with the NA Director of Capability Building, the role assesses role profiles for compliance adherence, maintains training records and facilities, and links every program to measurable performance improvements.

Accountabilities

• Analyze, design, develop, implement, and evaluate all capability building programs aligned with business objectives and site mission.
• Develop practical, theoretical, and technical training content, including facilitation notes and job aids.
• Prepare training module content and maintain training facilities and equipment in safe working order.
• Work with the NA Director of Capability Building to deliver strategic and tactical site improvement objectives.
• Assess job descriptions and role profiles to identify skills and knowledge required for legislative and compliance adherence.
• Conduct business training needs assessments and lead the development of the Master Training Matrix for all crews and departments.
• Maintain training records in the training database and create pre- and post-assessments for training initiatives.

Technical Qualifications

• 3-5 years of experience in a training role, with manufacturing experience and technical training preferred.
• Proven track record of linking training programs to measurable performance improvements.
• Experience leading a multi-faceted training budget.
• Project management experience with demonstrated delivery against objectives.
• Awareness of workplace safety standards and manufacturing environment requirements.

As the ME Functional Capability Manager, this role defines how manufacturing engineering will be performed and how compliance will be assured based upon the APQP Framework for Zero Defect Manufacturing. The manufacturing engineering function relies on this work to deliver the ME capability roadmap through programs of work, budget management, and KPI reporting to ME senior leadership, while representing the organisation externally for talent recruitment and capability funding.

Activities

• Define and deliver plans to realise the ME capability roadmap, including KPIs developed with stakeholder input.
• Develop and deploy ME standards in accordance with the APQC framework.
• Own and manage relationships with external partners delivering capability development projects.
• Coordinate and schedule appropriate training to support ME capability development.
• Develop and deliver a communications strategy for the global ME community, including maintaining the community communication platform.
• Develop relationships with external funding bodies to maximise value for capability programs.
• Represent the organisation externally for talent recruitment and support continuous improvement initiatives with budgetary responsibility for agreed financial savings.

Position Requirements

• Bachelor's degree in Engineering or equivalent experience.
• 5+ years of experience in Operations or Engineering, including Continuous Improvement and Lean, with experience leading projects.
• Experience with APQP frameworks, RCCA, and manufacturing engineering standards.
• Project and program management experience, with knowledge of ME IT tools and systems preferred.
• Experience working internationally across different departments and geographies.
• Strong communication and influencing skills, with the ability to engage senior business leaders.
• Fluent written and spoken English.
• International travel capability required.

Capability Manager owns a portfolio of learning consultancy services for volume business banking functions, including Distribution and Operations, and leads a team of learning professionals who design, deliver, and evaluate motivational learning interventions. Success in the position means maximising the online Learning Management System, managing project and stakeholder communication plans, and leading regulatory change projects that keep the business equipped through shifting priorities and deadlines.

Operational Focus

• Manage relationships and provide learning consultancy services for key business functions in volume business banking.
• Identify, prioritise, and deliver on the learning and development needs of assigned business functions.
• Lead prioritisation and delivery for your area while building the capability of those teams.
• Manage and deliver project and stakeholder communication plans to ensure the Learning Team can support business needs.
• Maximise the potential of the online Learning Management System to create a high-quality learning environment for colleagues.
• Lead a team of learning professionals who design, deliver, and evaluate credible and motivational learning interventions.
• Lead change and regulatory projects that support key business initiatives, managing shifting priorities and deadlines accordingly.

Knowledge, Skills & Abilities

• CIPD, CITP, or equivalent training qualification is advantageous, along with industry qualifications in learning design.
• Extensive knowledge and experience in Learning and Development, including instructional design principles, learning technologies, and talent management.
• Experience in leading and inspiring a team of L&D professionals, including hybrid team management, coaching, and mentoring.
• Experience in project management and mid-to-senior level stakeholder engagement.
• Good knowledge of data analytics, Diversity and Inclusion, and colleague experience.
• Strong ability to influence positively through written and face-to-face communication.
• Ability to plan, organise, and deliver work against tight deadlines while keeping pace with industry trends and design practices.

The Talent Capability Manager produces a global capability framework for key functions including sales, product management, and product marketing, enabling the strategic transition to product leadership. Reporting to the Global Director of Talent Management and working across global COE functions, the role develops three-year capability-building plans, deploys programs globally via the LMS, and measures results through capability metrics aligned with workforce planning requirements.

Key Deliverables

• Work as an internal consultant with COEs, business leaders, and HR leaders to determine key functional capabilities required for strategic transition.
• Develop a common competency framework for key functions including sales, product management, and product marketing.
• Assess the current workforce population against capability frameworks to identify gaps, strengths, and priority areas.
• Develop a three-year capability building plan aligned with workforce planning and short- and long-term talent requirements.
• Partner with functional capability training to design and develop curriculum, prioritising the year-one plan.
• Deploy functional capability programs globally in partnership with HR and business leaders, and administer content on the global LMS.
• Develop key capability metrics, measure results, and share data with stakeholders while maintaining current competency frameworks and curriculum.

Professional Experience

• Bachelor's degree in Human Resources, Management, or a related field.
• 3-5 years of experience in functional capability development.
• Experience in business transformation, change management, and introduction of new technologies and processes.
• Experience in an industrial technology company or a diverse, cross-cultural environment is preferred.
• Training and development needs analysis expertise, including program design, development, and delivery.
• Proficiency in Microsoft Office products.
• Working knowledge of eLearning development software such as authoring tools and LMS platforms advantageous.
• Effective verbal and written communication and presentation skills, with the ability to engage executive leadership.
• Fluent written and spoken English.
• Multicultural exposure and global program experience preferred.

Embedded within an HR and business leadership structure, the Capability Manager advances a comprehensive training strategy that addresses function-wide developmental needs across a global team environment, including e-learning and web-based training modules. Working closely with subject matter experts and external vendors, the role conducts assessments to identify performance and skill gaps, designs capability development programs, and validates knowledge transfer through performance evaluation methods and cost management discipline.

Areas of Ownership

• Identify training needs and implement solutions that evaluate and measure effectiveness across the organisation.
• Lead the development and continuous improvement of a comprehensive training strategy aligned with business goals.
• Collaborate with HR teams and business leaders to understand training and development needs and deploy effective solutions.
• Conduct assessments to define performance, skill, and knowledge gaps and recommend capability development interventions.
• Design and develop programs and curriculum in partnership with subject matter experts and external vendors.
• Establish and maintain performance evaluation methods to validate knowledge transfer and return on investment.
• Drive budgeting, cost management, and a continuous improvement culture within the capability development function.

Education & Experience

• Bachelor's degree in Learning Management, Instructional Design, Human Resource Development, or a related field.
• 8+ years of experience in a development, capability, or training role, including experience within FMCG.
• Experience in e-learning design and development, including web-based training modules.
• Experience working in a global team environment.
• Good project management skills.
• Strong consultative approach with the ability to identify training needs, design materials, and inspire people toward defined objectives.