Determining Who and Why

Determining Who and Why

Team C is using the job description titled “Operations Production Coordinator” from previous assignment, which involved conducting a job analysis. The selected job description comes from a U.S. based bank company concentrating in home loans, banking and savings, credit cards, and auto and home loans called Capital One. The job description contains the following sections; position details, Job duties, Performance standards, and Job factors. We identified the recruitment and selection methods that we believe are consistent with the Capital One. In addition, a concept map was designed to demonstrate the recruiting steps and the selection criteria that a candidate would go through in the selection process for Capital One.

Position Details and Job Duties

When a company decides to hire an employee its need to decide what position or positions to hire for and the job duties the employee will be responsible to perform. Following are two essential job criteria; a description of the work to be completed and the job skills needed, including the training and experience required for the job (DeBaise, 2010). Capital One Bank decided to hire a position for an Operations Production Coordinator. The position requires an employee to accept inbound calls at a credit card call center. The employee will need strong communication skills to provide world-class experience for Capital One Credit card customers. The employee will update lost or stolen reports and search for merchant credits. The employee will identify trends and defects to develop process improvements for the customer. The employee will escalate any situations appropriately that require immediate attention and collaborate with supporting departments to execute daily processes and operations to meet and exceed the customer’s needs. The employee must be self-motivated and demonstrate the ability to work under limited supervision, along with excellent organizational skills, time management skills, and attention to detail is a must. Employees must exercise excellent customer service skills, the ability to manage multiple tasks, appropriately prioritize workflow, and make sure the job is done in an efficient manner. Every employee must exhibit professionalism with associates at any level and external contacts (Capital One, 2013).

Performance Standards and Job factors

After determining who the best fit for a particular job function is and bringing this new employee into the work environment, the company must set up a measurement system of performance expectations for the new hire. Capital One is a banking and credit card business that operates on financial performance and customer service. Performance standards that align with these objectives will help Capital One to achieve its goals and will help the employee to focus on what is most important for the