Partner, Solution Center

University of Southern California; Los Angeles (CA); On-site; USD 72,000 - 93,000; Full time

Job summary

University of Southern California is seeking a Solution Center Partner to deliver HR services and support to managers and employees in Los Angeles. The role focuses on transactions, process improvement, and knowledge resources while aligning with USC’s ethics and service standards.

The position emphasizes SLA adherence, continuous improvement, and mentoring junior staff within USC Human Resources, supporting strategic goals for the university.

Qualifications

• Bachelor's degree required.
• 3 years HR and/or customer service experience.
• HR service center or HR generalist experience preferred.

Responsibilities

• Processes HR transactions accurately and efficiently.
• Prioritizes incoming requests based on urgency and effort for top-level support.
• Escalates complex requests when needed and maintains timely case documentation.

Skills

HR service center experience

Data entry skills

Communication skills

Independent working

Microsoft Office

Education

Bachelor's degree

Bachelor's degree in Business Administration

Bachelor's degree in Psychology

Bachelor's degree in Communication

Tools

ServiceNow

Workday HCM

Job description

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.

Job 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.

Minimum Qualifications

• 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.

Preferred Qualifications

• 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).

Minimum Education

• Bachelor's degree
• Additional Education Requirements
• Combined experience/education as substitute for minimum education

Preferred Education

• Bachelor's degree Business Administration
• Bachelor's degree Psychology
• Bachelor's degree Communication

Minimum Experience

• 3 years human resources and/or customer service

Preferred Experience

• 5 years human resources, customer service and/or higher education

Minimum Skills

• 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.

Preferred Skills

• 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.

This position's annual base salary range is $71,710.98 - $93,107.28.

USC is a leading private research university located in the heart of downtown Los Angeles – a global center for arts, technology and international business. As the largest private employer in the city – responsible for more than $5 billion annually in economic activity in the region – we offer the opportunity to work in a dynamic and diverse environment, in careers that span a broad spectrum of talents and skills. As a USC employee, you will enjoy excellent benefits and perks, and you will be a member of the Trojan Family - the faculty, staff, students and alumni who make USC a great place to work.

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. Please refer to the Background Screening Policy Appendix D for specific employment screen implications for the position for which you are applying. 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 [e-mail]. Inquiries will be treated as confidential to the extent permitted by law. Notice of Non-discrimination Employment Equity Read USC’s Clery Act Annual Security Report USC is a smoke-free environment.