Communications and Corporate Security and Shalon

Kelley Daviss is Executive VP of Human Resources, Communications and Corporate Security at Lendmark Financial. In nearly 11 years with the company, she has led HR, corporate communications, security and learning and development. She focuses on attracting top talent, supporting employee growth and sustaining a strong, service-driven, relationship-based culture. She views HR as a strategic function that empowers people to deliver meaningful customer outcomes.

Shalon Travis is Senior VP of Talent Acquisition and HR Systems. Over her 12-year tenure, she has led direct and contingent hiring and oversees HR systems, reporting and budgeting. She focuses on building talent pipelines and aligning HR technology with business strategy.

In this article, Shalon and Kelley share how Lendmark is evolving HR to support rapid growth across a decentralized workforce. Their approach combines data-driven hiring, purposeful leadership and a people-first mindset to align culture, technology and talent for long-term impact.

Responding to Shifting Expectations: AI, Skills and Candidate Experience

Shalon: Talent acquisition has changed. Candidates expect relevance, clarity and purpose—not just speed. That shift has pushed us to rethink hiring, connecting and planning.

We started by investing in technology to manage volume without losing the human touch. It began with text-to-apply and realtime messaging. Next, we’re expanding into resume screening, interview scheduling and early assessments. The aim is to simplify without removing the personal element.

“We’re building a system based on clarity, speed and opportunity. It’s about shaping a workforce that reflects where we’re headed, not just where we’ve been”

We’ve also moved past traditional credentials. Titles and degrees don’t always signal capability. What matters more is potential. Our contingent labor program brings in contractors with adaptable skills and supports their growth. About a quarter of those contractors convert to full-time employees and we anticipate that number to continue rising.

Internal recruiting has been another game changer. We no longer rely on external staffing agencies to identify contractors. Instead, we source talent ourselves and look for candidates with transferable skills who might not have been qualified for our roles in the past.. Those with customer service or cash-handling experience often do well in our entry-level customer service positions. We place over 400 contractors yearly and around 100 become full-time roles. That gives us control, speed and deeper insight into our talent and helps support production in the field.

We’ve also reshaped the candidate experience. Better communication, faster responses and a more thoughtful interview process have made a real difference. At the same time, we’ve strengthened our employer brand through career fairs, social media, industry events and community involvement.

“Growth at this pace demands connection by design. We get there through better tools, stronger communication and a team willing to challenge the status quo”

We’re building a system based on clarity, speed and opportunity. We’re shaping a workforce that reflects our future direction. Kelley: That focus has made us faster and more intentional. By managing our pipeline, we rapidly scale and adapt in real time. It’s leaner, smarter and better aligned with our long-term goals.

Scaling HR Across Locations: Prioritizing Consistency and Connection

Kelley: Some assume decentralization weakens consistency, but our experience shows otherwise. When I joined Lendmark, we had 96 branches and 500 employees. Today, we have over 525 branches across 22 states and over 2,300 employees. Growth at that pace demands connection by design.

We stay aligned through clear, regular communication. Monthly all-hands HR calls keep everyone informed, highlight wins and surface lessons. Guest speakers from across the business help the team see beyond their roles and understand how it fits together.

That alignment extends to individuals. One-on-ones and regular touchpoints ensure that support feels personal. People stay connected not just to information but also to each other.

Automation has helped us grow without adding friction. Streamlining routine tasks lets teams focus on what matters. When jobs run smoothly, service improves. It’s a direct link. Better systems create better outcomes.

We’ll keep scaling by listening closely, communicating often and building tools that support our people. That’s how we grow without losing and that's what makes the work meaningful.

Spotting Burnout Beneath High Performance: Leading with LEND Values

Shalon: Our leadership culture centers on our LEND values—Loyal, Engaging, Nurturing and Decisive. These aren’t just words. They guide how we support our teams and recognize the early signs of burnout, especially when performance remains high on the surface.

We look for subtle shifts like emotional distance, irritability, absenteeism or changes in motivation. Building personal relationships helps us notice when something’s off. We often talk about wellness and encourage people to take time when needed. Stepping back isn’t a setback. It’s part of staying strong for the long run.

Kelley: LEND was the first thing I thought of when I saw this question. Our teams deliver exceptional results, but stress can fly under the radar in that culture if you’re not paying close attention.

What makes the difference is how fully our people embody those values. They care about team success as much as their own. That mindset shaped how we lead and invest in mental health. Our wellness programs keep evolving to meet real needs, not just check boxes. Being an employer of choice means doing the work every day, not just saying the words.

Preparing for What’s Next: Smarter Systems, Deeper Engagement

Shalon: We selected an HRIS with the clear goal of building systems that support our current needs and future growth. With more than 525 locations and 2,300 employees, scale isn’t optional. It’s essential as we grow.

We use Workday to centralize key data and create executive dashboards that track headcount, open requisitions, time to fill and revenue per employee. These insights will help leaders make faster, better-informed decisions. We’re also working to streamline workflows and improve data sharing across teams. Clean data leads to smart growth.

Kelley: While Shalon leads system transformation, we’ve rethought communication. As we scaled, it became clear that our tools hadn’t kept up with the pace of the business or the expectations of our people.

That led to Lendmark Engage, our new intranet platform. It’s personalized, intuitive and built to keep employees connected to what matters. People see content tailored to their roles, interests and teams. It’s simple to navigate, easy to use and grounded in the belief that internal communication should feel as modern and meaningful as any customer experience.

The response has been overwhelmingly positive. More than a tool, it’s become a way to reinforce culture and strengthen connections across a growing organization.

Advice for HR Leaders: Tell the Story, Build the Team

Shalon: If I had to distill what’s made the most significant difference, it would come down to three things. First, clarify your vision. Ensure your message aligns with the business and tells a story people can rally behind. When that’s clear, you’re not just seen as HR but as a strategic partner.

Second, use data to strengthen that story. Metrics give your work weight. They help others see the impact, not just the effort. Third, take risks. Growth doesn’t happen in your comfort zone. To lead purposefully, you must stretch, challenge assumptions and be willing to go first.

Kelley: I agree with all that and would like to add one more. Surround yourself with the right people. Build a team that’s skilled, curious, thoughtful and bold enough to challenge the status quo.

You need people who think, not just agree. When that’s in place, everything changes. Ideas improve. Results strengthen. Culture deepens. Talent shapes the foundation and getting that right sets the stage for real impact.