Associate Partner, Solution Center

University of Southern California•Los Angeles, CA

4d•$30 - $33

About The Position

The Associate Partner, Solution Center serves as the first point of contact for employees, retirees, and candidates contacting the USC HR Solution Center by phone or email. The role responds to general HR inquiries, provides resources and solutions, completes transactions, and escalates requests to Tier 2 when specialized support is needed. It uses a case management solution to document issues, resolutions, follow-ups, and case information, and supports accurate employee data entry and personnel-file maintenance. The position also contributes to identifying opportunities for process improvement or automation and helps enable USC’s vision, culture, values, and HR service goals. The role calls for a customer-service-oriented, flexible communicator who listens empathetically, learns quickly, uses sound judgment, protects confidential information, and works collaboratively while also taking initiative. The position supports the strategic goals of the team, department, and university and may include other related responsibilities as requested. USC reserves the right to add or change duties at any time.

Requirements

Extensive applicable experience in human resources, customer service, or another related field.
Strong written and verbal communication skills and a consistently positive, courteous phone and email manner.
Efficient data-entry skills and high words-per-minute speed.
Organizational and analytical skills, with the ability to think strategically and creatively.
Ability to work independently and proactively as a team-oriented self-starter.
Interpersonal skills and discretion when handling confidential information.
Experience working on teams and ability to ask for help and provide project support and guidance as needed.
Proficiency with Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
Minimum education listed: bachelor’s degree; combined experience and education may substitute for minimum education.

Nice To Haves

Bachelor’s degree in business, psychology, communications, or a related field.
Three or more years of experience in human resources, customer service, or higher education.
Familiarity with case management systems.
Experience developing guidelines, policies, documentation, and procedures.
Ability to interpret and apply pertinent rules and regulations and identify and implement continuous process improvements.
Experience analyzing large datasets and reporting and presenting findings.
Experience in fast-paced environments with rapidly changing priorities, including triaging requests and routing inquiries to appropriate parties.

Responsibilities

Provide clear, efficient, and courteous phone and email support to university employees with general HR questions.
Open cases, complete Workday transactions, document required information, and update cases throughout the Tier 1 resolution process, including information from customer follow-ups.
Serve as a welcoming first point of contact for HR information, provide accurate and timely responses, and escalate requests to Tier 2 when appropriate.
Maintain clean and accurate employee records and personnel files through precise data entry and document management.
Communicate professionally in writing and verbally, listen actively and empathetically, and represent the HR function in customer interactions.
Ask questions and seek support for unfamiliar requests; proactively determine next steps toward resolution.
Maintain communication with the broader team, sharing updates and progress or challenges.
Expand HR knowledge through continuous learning and incorporate constructive feedback into work improvements.
Support collection of data for system and process improvements; use sound judgment to prioritize competing work and escalate roadblocks to the Solution Center Lead (Tier 1).
Build trusting relationships through ethical conduct and confidentiality, and promote inclusive, unbiased participation consistent with the USC Code of Ethics.
Support team, department, university, and HR strategic goals and enable USC’s academic and people missions through enhanced HR service.
Perform other related responsibilities as requested and when necessary.