Partner, Solution Center

University of Southern California • Los Angeles, CA

9d

About The Position

The Solution Center Partner provides specialized human resources (HR) transactional support and serves as a key resource in delivering efficient, consistent, and high-quality HR services. The role partners with managers to develop and maintain processes and infrastructure that optimize service delivery, including standard operating procedures and responsibility assignment matrices. The Solution Center Partner monitors service delivery metrics, manages workload priorities, supports adherence to established service-level agreements while identifying opportunities for continuous improvement and provides escalated support for employee inquiries, with further escalation to tier 3 centers of expertise as needed. The role may specialize in an HR functional area, such as leaves of absence, benefits and wellbeing, or labor and employee relations, applying subject-matter expertise to develop knowledge resources that support first-tier issue resolution and employee self-service. The Solution Center Partner champions the university’s vision, culture, and values while contributing to a responsive, service-focused HR experience.

Requirements

• Bachelor's degree
• 3 years human resources and/or customer service
• Combined experience/education as substitute for minimum education
• Experience in an HR service center or as an HR generalist.
• Demonstrated data entry skills and proven words-per-minute speed.
• Excellent written and oral communication skills and the ability to maintain a consistently positive attitude and courteous phone and email tone.
• Proven strategic, organizational, creative and analytical skills.
• Demonstrated sound judgment with the ability to work independently and proactively and make decisions with minimal supervision.
• Demonstrated interpersonal skills and the ability to exercise discretion with confidential information.
• Extensive experience working on teams with the ability to ask for help and to provide support and guidance on projects.
• Experience working in fast-paced environments with rapidly changing priorities and the ability to triage requests and inquiries and route them to appropriate parties.
• Proficiency with Microsoft Office.

Nice To Haves

• Bachelor's degree in Business Administration, Psychology, or Communication.
• 5 years human resources, customer service and/or higher education
• Demonstrated experience with case management systems and HR software (e.g., ServiceNow, Workday HCM).
• Excellent conflict management skills with the ability to defuse difficult situations.
• 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.

Responsibilities

• Processes HR transactions accurately and efficiently.
• Prioritizes incoming needs from employees based on urgency and level of effort to provide top-level customer support.
• Discerns next steps toward resolutions, escalating complex requests for additional support as needed.
• Maintains attentive and responsive lines of communication to keep the team and management informed of individual progress and challenges and to receive the latest updates.
• Understands a broad spectrum of HR processes, policies, and procedures.
• Distills complex human resources information to provide clear, efficient, and courteous support to employees reaching out to human resources with general questions.
• Maintains organized records of employee cases, diligently following up and resolving cases in a timely manner.
• Completes case documentation in a timely manner, adhering to all HR service level agreements (SLAs).
• Expands HR knowledge through continuous learning opportunities.
• Supports the development of knowledge articles and helpful information to process specialized transactions.
• Solicits constructive feedback and insights from managers and proactively incorporates recommendations for continuous improvement of work and HR service.
• Leverages experience from daily operations to refine and monitor SLAs with key stakeholders.
• Proactively runs reports to analyze data and identify trends in cases to help inform systems and process improvements.
• Supports strategic goals set by the team, department and university.
• Mentors lower-level staff.
• Encourages a workplace culture where all employees are valued, value others and have the opportunity to contribute through their ideas, words and actions, in accordance with the USC Code of Ethics.

Benefits

• USC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other characteristic protected by law or USC policy.
• USC observes affirmative action obligations consistent with state and federal law.
• USC will consider for employment all qualified applicants with criminal records in a manner consistent with applicable laws and regulations, including the Los Angeles County Fair Chance Ordinance for employers and the Fair Chance Initiative for Hiring Ordinance, and with due consideration for patient and student safety.
• We provide reasonable accommodations to applicants and employees with disabilities.
• Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact USC Human Resources by phone at [phone], or by email at [email protected] . Inquiries will be treated as confidential to the extent permitted by law.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level