Capability Manager, Instructional Design & Knowledge Management

About the position

As with all members of the Citi team, the Learning Experience Design (LXD) Capability Manager is responsible for bringing our firm's Leadership Principles to life every day. At Citi, We Take Ownership and challenge one another to a higher standard in everything we do. We Deliver with Pride, striving for client excellence, controls excellence, and operational excellence. And we recognize We Succeed Together by valuing and learning from different perspectives to surpass stakeholder expectations. The LXD Capability Manager is a responsible for a team of Instructional Designers and Knowledge Management writers in the LXD arm of the US Personal Banking (USPB) Learning organization. This individual will report directly to the head of Learning Experience Design (LXD) and will be primarily responsible for equipping their team members with the skills, knowledge, and tools to deliver functional excellence for Citi's US Personal Banking organization. A successful USPB Learning LXD Capability Manager is a strategic, servant leader who inspires and motivates others. They are authentic, self-aware, highly collaborative, and foster a culture that rewards being courageous, enables risk taking, and cultivates trust and psychological safety. They embrace the USPB Learning team's mission of elevating USPB's capability and performance and. They promote an Agile mindset, making personal growth and development a priority for both themselves and their teams.

Responsibilities

• Lead a team of Instructional Designers and Knowledge Management writers in the development of performance-based learning solutions
• Assess design and development staff capability, identifying and coaching to skill strengths and gaps to improve the overall performance of the team
• Provide direction to Instructional Designers and Knowledge Management writers and help remove environmental obstacles that impede work execution
• Provide technical oversight for the process of creating eLearning and other digital solutions.
• Evaluate quality of learning solutions produced, providing coaching and guidance to the team as needed
• Build and maintain strong relationships across USPB Learning and with business stakeholders to develop and deliver effective learning strategies and solutions that achieve business objectives
• Help team adopt industry-recognized capability standards and best practices
• Conduct performance reviews and recruit, interview, and hire design and development talent as needed.

Requirements

• Minimum 5 years of experience working in Learning and Development
• Direct experience in the domain of technical writing, content design and development (formal education preferred)
• Experience with learning management systems, content repositories, and learning technologies
• Experience managing, coaching, and leading a team of learning professionals strongly preferred
• Excellent leadership, negotiation, influencing, and conflict management skills
• Ability to collaborate and influence in a complex environment: motivating and leading others through change
• Adept at networking, consulting, and building relationships with all levels of management and staff
• Excellent communication, listening and interpersonal skills
• Participation in large scale learning projects (Agile and Waterfall)
• Ability to work independently and identify information and/or resources needed to complete assignments
• Ability to work in a virtual team environment, across multiple time zones and countries

Nice-to-haves

• Technical writing, content design, and development approaches, tools, and philosophies
• People management
• Performance management
• Coaching and feedback
• Operations management
• Agile management
• Strategic, critical, and creative thinking
• Process improvement
• Capacity planning
• Risk management

Benefits

• Medical, dental & vision coverage
• 401(k)
• Life, accident, and disability insurance
• Wellness programs
• Paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays