The University of Southern California (USC) is one of the worldâs leading private research universities.Â Â Â Â An anchor institution in Los Angeles, a global center for arts, technology, and international business, USC is also one of the largest private employers in the City of Los Angeles.Â We are searching for exceptional individuals to help us fulfill our mission: Developing individuals and society as a whole through the cultivation and enrichment of the human mind and spirit.Â
USC Human Resources is currently undergoing a transformation to elevate and modernize processes, policies and technologies. This role is being hired as a part of the transformation to enable certain strategic projectsÂ in high priority, critical areasÂ such as leaves management and other related, ongoing transformational work.Â
The Service Center Manager - Tier 2 leads a team that provides functional knowledge and customer service to University employees with complex issues utilizing the HR Service Center. This role will be responsible for managing the day-to-day operations of the HR Service Center - Tier 2. This group will provide more in-depth knowledge on HR domains, execute additional research as needed to answer customer questions, and liaise with Tier 3 Centers of Expertise and HR Partners as needed to resolve inquiries and avoid escalation. The HR Service Center Manager â Tier 2 will ensure optimal customer solution by identifying priorities, establishing efficient business and technology processes, and upholding quick solution delivery times. This role collaborates with colleagues across the Service Center to develop and maintain an infrastructure that optimizes solution delivery through practiced strategies and uniformed procedures. The HR Service Center Manager will train and influence the team to achieve confident, effective recommendations through an efficient use of resources and continual upgrades of knowledge. This role will execute USCâs vision while championing USCâs culture and values.
The candidate for the position of Service Center Manager- Tier 2 must meet the following qualifications:
Bachelorâs degree in computer science, business administration, communications, or another related field.Â
Seven or more years of experience in one or more of the following fields: human resources, customer service, service center delivery.
Two or more years of experience leading teams in a management or leadership role, particularly in a fast-paced, service-oriented environment.
Proven ability to examine procedures, design new strategies, develop sound protocols and successfully implement new systems.
Experience managing a team where collaboration, motivation, and the knowledge transfer process are critical for success.
Demonstrated excellence providing high-quality customer service in HR.
Experience in Leave/Disability and/or Benefits Administration
Experience working closely with leaders, including identifying needs, developing action plans, identifying deliverables, and presenting results and recommendations.
Experience successfully mentoring staff on human resources policies, procedures, processes, laws and regulations.
Demonstrated ability to effectively manage time, prioritize tasks, work independently, and maintain confidentiality of all clients and information.
Demonstrated project management and continuous improvement skills.
Excellent communication skills, proven track record of building strong collaborative relationships with stakeholders.
Proficiency with Microsoft Office applications (Word, Excel, Outlook, PowerPoint).
Extensive experience with HRIS/HCM, case management, employee portal, knowledge management, or records management tools.
The ideal candidate for the position of Service Center Manager- Tier 2 has the following qualifications:
Masterâs degree in computer science, business administration, communications, or another related field.Â
Ten or more years of experience in one or more of the following fields: human resources, customer service, service center delivery.
Experience in higher education, larger complex organizations and/or IT service management
Four or more years of experience leading teams in a management or leadership role in a fast-paced, service-oriented environment.
Extensive experience managing an HR service center at a complex organization.
Experience developing materials such as quick reference guides to ensure consistency and build confidence in staff.
Ability to lead strategic initiatives in daily operations, providing support as necessary.
Excellent project planning and management skills and demonstrated ability to manage multiple workstreams simultaneously.
Demonstrated experience building and managing exceptional teams and providing consistent feedback to achieve results in line with strategic goals.
Ability to identify knowledge and resource gaps; ability to apply industry trends to create opportunities for development.
Track-record of positive influence of department culture during change through trust-building.
Ability to train staff on emerging industry trends and ensure quality baseline of department knowledge.
IT Infrastructure Library (ITILÂ®) or PHR certification.
Experience working with Workday HCM.
Experience in Leave/Disability and/or Benefits Administration
The candidate for the position of Service Center Manager- Tier 2 will be responsible for:
Understanding and applying human resources best practices and information to contribute to immediate and larger, long-term goals. Commanding a strong understanding of the strategic relationship between Tier 2 HR Service Center support and core business functions.
Managing day to day operations of Tier 2 of the Service Center to drive towards meeting the needs of customers by researching open cases, providing in depth knowledge on HR domains, and liaising with Tier 3 Centers of Expertise and HR Partners. Demonstrating the capacity to create credibility in a wide range of interactions, developing healthy relationships that promote individual and organizational success, and building an effective internal and external network.
Driving optimal customer service and striving to achieve case resolution for more complex issues through customized solutions to meet complex needs of the customer. Emphasizing the importance of service excellence by interweaving it into project details, measurements, and special training of the team. Interacting regularly with stakeholders to collect feedback and ascertain ways to continually improve solutions. Meeting targets in concert with deadlines.
Considering various platforms and opportunities to communicate information to staff, stakeholders, and customers. Utilizing well-developed communication skills that effectively deliver critical information, gather information, and communicate with others of different perspectives. Communicating with Service Center employees to understand workload concerns and provide guidance accordingly. Considering communication beyond HR topics; encompassing issues and concerns of the core business function and connected University departments. Collaborating with Tier 1 HR Service Center Manager to ensure hand offs are executed smoothly and issues are escalated appropriately.
Applying creative problem-solving to address hiring challenges. Collaborating with Service Center Managers/Teams to develop and maintain an infrastructure that optimizes solution delivery (e.g., processes, SOPs, RACIs). Continuously upgrading knowledge, skills, and abilities needed to keep abreast of regulation/policy changes.
Continually monitoring inquiry (call, email, case) metrics for solution delivery improvement, SLAs adherence, and workload concerns leveraging case management dashboards, analytics and reports. Identify and address inquiry trends. Continuing to develop objectivity and critical-thinking skills to make sound judgments based on keen analysis, best practices, and an understanding of preferred outcomes. Supporting escalated cases when necessary.
Employing high ethical management standards creating an equitable workplace. Integrating core values, integrity, and accountability throughout all organizational and HR practices. 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.
Disseminating University and HR strategy and policies to the Service Center team and discussing key elements and individual contributions.Â Helping establish the programming and short-term goals to achieve long-term objectives. Analyzing current and anticipated conditions and limitations that may affect ability to achieve strategic mission. Demonstrating, through words, actions, and ideas, alignment to USCâs strategic plan and the HR organizationâs strategic plan.
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: 7 yearsMinimum Field of Expertise: Bachelorâs degree in business administration, computer science, psychology, communications or other related fields. Seven yearsâ experience in human resources, customer service and/or solution center delivery. Demonstrated experience in an HR solution center or as an HR generalist. Two or more yearsâ experience in a management role, in fast-paced, service-oriented environments where collaboration, motivation and the knowledge transfer process were critical for success. Proven ability to examine procedures, design new strategies, develop sound protocols and successfully implement new systems. Excellent written and oral communication skills, able to maintain a consistently positive attitude and courteous phone and email tone. Excellent conflict management skills, able to defuse difficult situations. Proven strategic, organization, creative and analytical skills. Demonstrated sound judgment, with the ability to work independently and proactively and make decisions with minimal supervision. Experience interpreting and applying pertinent rules and regulations, able to mentor staff on HR policies, procedures, processes and laws. Demonstrated interpersonal skills and emotional intelligence, able to exercise discretion with confidential information. Proficiency with Microsoft Office. Extensive experience with case management systems and with HRIS/HCM, case management, employee portal, knowledge management or records management tools (e.g., ServiceNow, Workday).
USC is the leading private research university in Los Angeles—a global center for arts, technology and international business. With more than 47,500 students, we are located primarily in Los Angeles but also in various US and global satellite locations. As the largest private employer in Los Angeles, responsible for $8 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 across a variety of academic and professional schools and administrative units. As a USC employee and member of the Trojan Family—the faculty, staff, students, and alumni who make USC a great place to work—you will enjoy excellent benefits, including a variety of well-being programs designed to help individuals achieve work-life balance.