Capital ideas (HR at Capital One)
Capital ideas (HR at Capital One)
Nottage A. Human Resources, November 2006, Start page: 24 (Pages 2)
Purpose – Interviews Siobhan Sheridan, HR director at Capital One, the global credit card provider, about the approach taken to human resource management at the company. Design/methodology/approach – Discusses how the outsourcing of some human resources functions to Accenture was handled; the challenges of human resource management in a business that is largely based on call centres, particularly the approach taken to recruitment; and the development of the company’s European university, which trains and develops Capital One’s employees. Findings – Highlights the data-driven approach to selecting employees as an innovative human resource management practice. Also cites the practice of using company managers to deliver training programmes on the company’s intranet-based university as being particularly effective. Originality/value – Describes the human resource management practices used at Capital One. ISSN: 0964-8380 Reference: 36AA044
Keywords: Call centres, Financial services, Human resource management,Recruitment, United Kingdom
