Partner, Solution Center

About the role

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.

Responsibilities

• Process HR transactions accurately and efficiently.
• Prioritize incoming needs from employees based on urgency and level of effort to provide top-level customer support.
• Discern next steps toward resolutions, escalating complex requests for additional support as needed.
• Maintain attentive and responsive lines of communication to keep the team and management informed of individual progress and challenges and to receive the latest updates.
• Understand a broad spectrum of HR processes, policies, and procedures.
• Distill complex human resources information to provide clear, efficient, and courteous support to employees reaching out to human resources with general questions.
• Maintain organized records of employee cases, diligently following up and resolving cases in a timely manner.
• Complete case documentation in a timely manner, adhering to all HR service level agreements (SLAs).
• Expand HR knowledge through continuous learning opportunities.
• Support the development of knowledge articles and helpful information to process specialized transactions.
• Solicit constructive feedback and insights from managers and proactively incorporate recommendations for continuous improvement of work and HR service.
• Leverage experience from daily operations to refine and monitor SLAs with key stakeholders.
• Proactively run reports to analyze data and identify trends in cases to help inform systems and process improvements.
• Support strategic goals set by the team, department and university.
• Mentor lower-level staff.
• Encourage 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.

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

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)

Pay

This position's annual base salary range is $71,710.98 - $93,107.28. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, essential skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.