Build a better you (and a better company) one skill at a time
The skills framework system of performance management and compensation is set up to encourage you to develop your abilities and career through learning and teaching.
How it works
Performance Management
Capital One wants to reward you for developing skills and sharing them with others.
The skills framework includes dozens of skills separated into six pillars.
YOU decide which merits matter most to you—personally and professionally
You self-select skills from the framework as part of onboarding with the help of your manager, noting the skills you're proficient in, the ones you want to improve upon, and skills you haven't prioritized yet.
Why is this important?
When you work on a skill, you’re making a positive impact on...
Your Personal Growth
The Customer Experience
The Whole
Capital One Team
Creating a framework
Explore the framework
Select a pillar to learn more and discover skills.
First Impression
Representing our Capital One brand within our brand standards and guidelines
Demonstrating an ability to adapt to the unique needs of our diverse Customers
Developing an understanding of our local communities to better adapt and complement to the markets we serve
Creating opportunities that inspire more people to learn about Capital One and our Mission
Generating an approachable environment to personally connect with our Customers
Leadership
Bond at a Deeper Level
Bond at a Deeper Level
Investigating opportunities to gain insight and data to drive organizational improvement
Written and oral communication between individual partners (internal or external) and Customers
Written and oral communication between large groups of partners (internal & external) and Customers
Finding new ways to add value through research, exploration, or discovery
Working with Customers to discover new opportunities to use credit wisely, be lifelong savers/investors, and transact with elegant simplicity
First Impression
Guide To Discovery
Guide to Discovery
Guiding Customers to help them navigate the tools and resources that can help add value to their lives
Leveraging your understanding of our servicing capabilities to create Customers that can manage their accounts in a digital first manner
Supporting our Customers in moments that matter to provide low effort solutions for our Customers no matter how high the barrier
Considering all available resources to deliver customized solutions that address local community needs
Effectively and efficiently understanding how to navigate our products and tools with Customers
Bond At A Deeper Level
Continue Connection
Continue Connection
Utilizing unique channels for enhanced engagement with our Customers and the broader community
Staying connected to internal and in-market news and trends to gain a better understanding of how to support our Business/Customers
Understanding your focus, effort, and impact to help better inform your direction and the direction of others
Building meaningful relationships with community partners to add value to Capital One and our communities
Building meaningful relationship with Capital One partners to add value to our Cafés and Capital One overall
Guide To Discovery
Franchise Ownership
Franchise Ownership
Planning ahead to enhance your and your team’s productivity throughout the day
Efficiently and creatively getting the most out of your Associates, your budget, and your network
Preparation and execution on all of your work (events, team goals, Café or Branch goals, Market goals)
Delivering in an organized manner that fully takes into account the concerns from our risk, compliance, and legal teams
Delivering a transparent message, focus on real time feedback, and actively listen to Associates. Willingness to learn and improve – actually applying feedback provided and showing improvement.
Identify opportunities to improve an aspect of their Café or Branch, then taking ownership to engage the right resources to execute, and following up throughout execution
Actively sourcing candidates who are diverse, skilled, and great cultural fits. Promoting employer brand, understanding and participating in full recruiting process, providing feedback to recruiter.
Demonstrating positive attitude, encouraging successes, empathizing with challenges, and developing a collaborative community among teams
Using available information to identify trends and drive value for our Customers and Café or Branch
Investing time to volunteering in your community as well as supporting our mission to Change Banking for Good
Continue Connection
Leadership
Leadership
Can clearly explain purpose behind team, the "why" behind work they do, and the cause and effect of how that work directly and positively impacts customers and ties back to purpose statement. Evolves purpose as it changes over time.
Builds consensus among team members, direct reports, and/or pod then uses it to help them develop and prioritize ideas. Uses team purpose and examples to solve for different points of view. Prioritizes expertise as required.
Accurately estimates time and resource requirements for work involving shared dependencies and multiple people of varying skill levels and profiles. Effectively balances capacity between creating outputs and improving productivity. Ensures that individuals spend time focused on learning how to do their work better.
Designs roles and responsibilities so that team members can perform at their best. Each role presents meaningful work from beginning to end, enables team members to see the impact of their work, and how they can build and develop their skills.
Understands associate's and candidate's skill levels and motivations for positions accurately. Uses questions and cases to gain an accurate understanding of the motivating factors for associate / candidate.
Collects and processes reflection data and learnings to iterate on purpose statement, backlogged ideas, and priorities for the next cycle. Proactively shares progress with stakeholders. Prepares for reflection and what's needed for the next cycle. Considers appropriate time and capacity restraints to allow for adaptive performance.
Identifies potential roadblocks across team initiatives early in the performance cycle and proactively works with the appropriate stakeholders to quickly and permanently remove them. Common roadblocks can be lack of resources, low team or individual motivation, opposition from leader / stakeholders, etc.
Analyzes the performance of a team and accurately pinpoint strengths, opportunities, and root causes. Brainstorms ideas for how the team can improve performance. Does not weaponize the data.
Enables systems that help everyone diagnose performance without weaponizing the data. Actively measures Customer impact. Systems should include qualitative and quantitative components and incorporate economic performance data.
Acknowledges unconscious bias and builds environments that minimize their impact through active listening, tracking, an appropriate balance of appreciative inquiry and advocacy, and valuing the unique perspectives of others
Franchise Ownership
First Impression
