Associate Partner, Solution Center

University of Southern California•Los Angeles, CA

About The Position

The Associate Partner, Solution Center serves as the first point of contact for university employees, retirees, and candidates who contact the USC HR Solution Center by phone or email. In this fast-paced environment, the role provides resources and solutions for a variety of HR inquiries, completes transactions, and escalates requests to Tier 2 when specialized support is needed. The position uses a case management solution to document issues and resolutions, manage case information, maintain accurate employee data, and support personnel-file management. The successful candidate delivers high-quality, courteous customer service; communicates flexibly and professionally; listens actively and empathetically; and learns new information and skills quickly. The role also identifies potential process improvements or automation opportunities, supports HR system and process improvement efforts, and contributes to USC’s culture, values, and strategic goals.

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.
Demonstrated data-entry skills and proven words-per-minute speed.
Demonstrated organizational, analytical, strategic, and creative skills.
Ability to work independently and proactively as a team-oriented self-starter.
Demonstrated interpersonal skills and discretion when handling confidential information.
Experience working on teams and the 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: bachelor’s degree; combined experience and education may substitute for the minimum education requirement.

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 relevant 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 inquiries and routing them 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, and enter required information to maintain clear case records.
Update cases during Tier 1 resolution with information gathered through customer follow-ups.
Serve as a welcoming first point of contact for HR information and knowledge.
Provide accurate and timely information or escalate requests to Tier 2 for specialized support.
Maintain clean and accurate employee records and personnel files through precise data entry and document management.
Communicate clearly and professionally in writing and verbally, using active listening and empathy to understand employees’ needs.
Represent the HR function in customer interactions.
Ask questions and seek support when requests are unfamiliar; proactively determine next steps toward resolution.
Maintain responsive communication with the broader team, sharing updates and progress or challenges.
Expand HR knowledge through continuous learning and incorporate constructive feedback into work.
Support gathering data for system and process improvements.
Use sound judgment to rank competing priorities and make decisions; escalate roadblocks or issues to the Solution Center Lead (Tier 1) as needed.
Build trustworthy relationships through ethical conduct, sound judgment, and confidentiality.
Promote inclusive relationships and unbiased opportunities for contributions consistent with the USC Code of Ethics.
Support strategic goals of the team, department, and university and align work with USC’s and HR’s strategic plans.
Help enable the university’s academic and people missions through enhanced HR service.
Perform other related responsibilities as requested; duties may be added or changed by the university.