Overview

Job Location:
Los Angeles, CA – University Park Campus

Job Summary

The Solution Center Lead (Tier 1) will oversee a team of Solution Center Associates responsible for serving as the first point of contact for most employees reaching out to HR with questions. This role will ensure Solution Center Associates open cases, document issues and resolutions, and escalate to appropriate higher-tier Solution Center teams in a timely and efficient manner. The Solution Center Lead (Tier 1) will also be responsible for monitoring and overseeing the team’s performance, training, and development. Through deep involvement in the day-to-day operations, the Solution Center Lead (Tier 1) is encouraged to identify opportunities for process improvement or automation. An ideal candidate for this role will demonstrate leadership, flexible communications and effective listening skills, eagerness to absorb knowledge, and an ability to learn new skills quickly. The lead will be responsible for backing up the HR Solution Center Manager (Tier 1). This role will help enable USC’s vision while championing USC’s culture and values.

Minimum Qualifications

The candidate for the position of Solution Center Lead (Tier 1) must meet the following qualifications:

  • Bachelor’s degree in business administration, computer science, psychology, communications, or another related field, or combined experience/education as substitute for minimum education.

  • Five or more years of experience in one or more of the following fields: human resources, customer service, solution center delivery.

  • One or more years of experience leading teams in a management or leadership role.

  • Demonstrated experience providing high-quality customer service in HR.

  • Excellent organizational and analytical skills, and the ability to think strategically and creatively.

  • Excellent conflict management skills and ability to defuse difficult situations.

  • Ability to mentor staff on human resources policies, procedures, processes, laws and regulations.

  • Experience mentoring junior employees.

  • Ability to assist in the development and modification of HR guidelines, procedures, policies, and documentation within the department and university.

  • Demonstrated ability to effectively manage time, prioritize tasks, work independently, and maintain confidentiality of all clients and information.

  • Demonstrated project management skills.

  • Strong communication skills, proven track record of building strong collaborative relationships with stakeholders.

  • Excellent interpersonal skills, emotional intelligence, and relationship-building abilities.

  • Ability to use sound judgment in making decisions with minimal supervision.

  • Experience using case management systems including dashboard tracking, team performance reporting.

  • Demonstrated experience working in fast-paced environments with rapidly changing priorities, able to triage requests and inquiries and route them to appropriate parties.

  • Proficiency with Microsoft Office applications (Word, Excel, Outlook, PowerPoint).

  • Experience with HRIS, case management, employee portal, knowledge management, learning management or records management tools (e.g., Workday, ServiceNow).

Preferred Qualifications

The ideal candidate for the position of Solution Center Lead (Tier 1) has the following qualifications:

  • Advanced degree in business administration, computer science, psychology, communications, or another related field.

  • Seven or more years of experience in one or more of the following fields: human resources, customer service, solution center delivery.

  • Two or more years of experience leading teams in a management or leadership role.

  • Experience in higher education.

  • Experience reporting and presenting findings after analyzing information or data.

  • Demonstrated dedication to service excellence and commitment to providing clients with accurate and thoughtful solutions in a punctual manner.

  • Strong project planning and management skills and demonstrated ability to manage multiple workstreams simultaneously.

  • Experience building and managing teams and providing consistent feedback to achieve results in line with strategic goals.

  • Experience working with Workday HCM and/or ServiceNow.

Job Responsibilities

The candidate for the position of Solution Center Lead (Tier 1) will be responsible for:

  • Providing leadership and guidance day-to-day to Tier 1 Solution Center Associates. Possessing an understanding of USC’s business and how the Solution Center enables the HR organization’s success. Demonstrating an in-depth knowledge of HR policies and leading practices as it relates to the Solution Center and supporting customer needs. Triaging escalated cases, guiding team in resolving cases, and monitoring team performance. Training and coaching Associates to support successful service delivery.

  • Possessing a strong, broad understanding of the HR department and its core functions. Providing clear, efficient, and courteous support to university employees who reach out to HR with questions about benefits, compensation, payroll, policies, and other HR-related matters. Maintaining organized records of employee cases by providing diligent follow-ups and resolving cases in a timely manner.

  • Serving as a welcoming first point of contact for HR knowledge. Providing accurate and timely information to employees and assisting Solution Center Associates in triaging or escalating requests to Tier 2. Tracking team performance and case resolution metrics, keeping Solution Center Manager (Tier 1) informed and updated of Associates’ performance. Producing high-quality deliverables as necessary on schedule.

  • Delivering clear and professional written and verbal communications. Demonstrating active listening skills and empathy in understanding employees’ unique needs. Maintaining courtesy and professionalism as a public-facing representative of the HR organization. Ensuring that Solution Center Associates are working in concert while delivering outstanding customer service to employees. Maintaining attentive and responsive lines of communication with the broader team to provide and receive latest updates and keep the team informed of individual progress and challenges.

  • Demonstrating resourcefulness when facing unfamiliar requests by proactively determining next steps toward resolution. Expanding HR knowledge through continuous learning opportunities. Soliciting constructive feedback and insights from Solution Center leadership and proactively incorporate suggestions into continuous improvement of work. Providing constructive performance feedback and mentorship to Solution Center Associates.

  • Supporting efforts to gather data for informing system and process improvements. Demonstrating sound judgment in ranking competing priorities and making decisions with minimal guidance. Escalating roadblocks or issues to appropriate colleagues. Supporting Solution Center Associates in problem solving as needed and ensuring team provides accurate, timely, and quality responses to customers.

  • Developing trusting, credible relationships from demonstrated ethical judgment, behavior, and practiced confidentiality. Promoting an environment that fosters inclusive relationships and creates unbiased opportunities for contributions through ideas, words, and actions that uphold principles of the USC Code of Ethics.

  • Directly contributing to and communicating to Associates the strategic goals set by the team, department, and university. Demonstrating, through words, actions, and ideas, alignment to USC’s strategic plan and the HR organization’s strategic plan. Enabling the university to fulfill its academic and people missions through enhanced HR service.

  • Performing other related responsibilities as requested and when necessary. The university reserves the right to add or change duties at any time.

The University of Southern California is an Equal Opportunity Employer

Minimum Education:
Bachelor’s degree

Minimum Experience:
5 years

Preferred Education:
Bachelor’s degree

                                                  

USC is an equal opportunity, affirmative action 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 will consider for employment all qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring ordinance. 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 (213) 821-8100, or by email at [email protected].  Inquiries will be treated as confidential to the extent permitted by law.

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