Hallmark’s Employee Relations Department provides day-to-day human resources support to Hallmark and its subsidiaries. The Employee Relations Department works collaboratively with employees and managers to address and resolve employee relations issues, administer and interpret employment policies, investigate and address employee questions and concerns, provide coaching to managers and employees, support employee transitions, assist with life events, and administer Hallmark’s Dispute Resolution Program.
The Hallmark HR Service Center is an integral part of the Employee Relations Department. The HR Service Center provides customer service to employees on a broad range of policy, benefit, retirement, leave of absence, and compensation questions and issues. The HR Service Center provides Tier I resolution of most employment-related inquiries. It plays an important role in ensuring that Hallmark’s workplace remains best-in-class, and that employee questions and concerns are addressed in a timely and appropriate fashion.
The HR Manager – Service Center will be responsible for managing Hallmark’s HR Service center. The HR Service Center provides service on a variety of transactional HR topics in order to maximize efficiency, increase consistency of delivery and to allow for greater HR strategic delivery in other parts of the division.
The position will manage the daily activities of the HR Service Center to provide professional and knowledgeable service and timely issue resolution. The incumbent will partner with HR centers of excellence in order to provide accurate, up-to-date information, appropriate training to HR Service Center representatives and a seamless escalation process. The incumbent will manage a team that provides support to approximately 26,000 full-time and part-time employees and also supports 5,000 Hallmark retirees. They will be responsible for providing performance feedback, monitoring call volume, responding to technical issues and adjusting team schedules on a daily
The incumbent will also manage leave administration. The HR Service Center serves as the central contact for all leave of absence programs for employees Hallmark Cards, Inc. (all locations), Hallmark Marketing Company, LLC, Hallmark Retail, LLC, Hallmark Labs, Crown Center and Halls. The HR Service Center is a resource for employees and managers on leave questions and issues and they serve as the primary interface with Hallmark Medical, Benefits and Payroll on leave requests and processing.
This role will be responsible for the administration and maintenance of all HR Service Center technology, including the phone system, call tracking software and leave administration systems and reports. The incumbent must work with HR centers of excellence to ensure data provided to the HR Service Center and all related information on the Hallmark intranet is available and accurate. Further, the role will monitor, manage, and report service center metrics to ensure compliance with service level targets.
The incumbent is also responsible for distributing all email communication to employees and managers related to HR Service Center topics, including pay, benefits, policy changes, online training, performance management and HR direct. The incumbent will have an opportunity to work with managers throughout HR and Payroll as Hallmark continues to evolve and expand its approach for supporting managers and employees. The incumbent will be exposed to a wide variety of HR issues and will develop a working knowledge of Hallmark’s employee relations, benefits, retirement, performance management, training, payroll and employment policies and practices. Working independently, dealing with ambiguity, partnering effectively with others and managerial courage will be required of this role. Learning a variety of new and existing technologies and applications is a key day-to-day responsibility of this role.
The HR Manager – Service Center will join an experienced team of human resources professionals and will report directly to the Human Resources Director – Employee Relations.
To be considered an applicant for this position you must show how you meet the basic qualifications of the job in a resume or document you upload, or by completing the work experience and education application fields. Accepted file types are Microsoft Word (DOC or DOCX), PDF, HTML, or TXT. Individual file size attachment limit is 10 MB.
In compliance with the Immigration Reform and Control Act of 1986, Hallmark Cards, Inc. and its subsidiary companies will hire only individuals lawfully authorized to work in the United States. Hallmark does not generally provide sponsorship for employment. Employment by Hallmark is contingent upon the signing of the Employment Agreement, signing of an agreement to arbitrate in connection with the Hallmark Dispute Resolution Program, completing Form I-9 Employment Eligibility Verification, passing the urinalysis drug screen, education verification and satisfactory reference and background checks.
Bachelor’s degree OR 5 years+ HR-related experience OR 2 years+ managing an HR-related call center
Experience in process improvement and change management
Demonstrated ability to identify problems, develop recommendations or solutions and implement change
Prior experience managing an HR-related Call Center environment or people management experience
5 or more years of Human Resources experience
HRIS (Oracle preferred) and help desk tracking technology experience
Experience in team dynamics and development
Comfort with ambiguity and change
Strong organizational skills with attention to detail
Proficient technology skills; ability to learn and translate system needs, requirements and capabilities
Strong leadership presence
Ability to exercise sound judgment and demonstrate the highest degree of professionalism
Excellent oral and written communication skills
Analytical, interpersonal, problem solving and project management skills
Ability to simultaneously manage a variety of assignments, work quickly and effectively under time pressures, and prioritize responsibilities and work flow based on the company’s strategic goals
Demonstrated composure and ability to handle stressful and sensitive situations
Hallmark is an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, color, religion, sex, age, pregnancy, national origin, physical or mental disability, genetics, sexual orientation, gender identity, veteran status, or any other legally-protected status. Principals only please.