Director, Client Services

The Director, Client Services will oversee a dynamic team of HR Partners (HRPs) supporting multiple clients at the university. The role will co‑define talent strategy, guide HR Partners as thought partners, and ensure the team is equipped with data, analytics, policy, and industry knowledge to serve their clients effectively. Responsibilities Understanding and applying leading HR practices and key data to contribute to the client unit’s near‑ and long‑term strategies and goals. Possessing an understanding of the strategic role of HR Partners and enabling a unit’s strategy and goals. Applying deep knowledge of HR client services, employee relations, talent management, compensation, learning and development, organizational development and design, change management and community belonging to guide the team in providing strategic direction to units. Demonstrating credibility and workforce strategy and analytics expertise in all interactions with client unit leadership. Delivering forward‑thinking, world‑class HR support to units and understanding their business needs. Driving the use of people analytics to enable data‑driven decision making. Defining the HR and people strategy for the client unit based on leading industry practices and data. Equipping the HR team with tools necessary to act as an outstanding strategic advisor. Working with HR centers of expertise to transform the in‑unit HR role from tactical to strategic, including assessments, gap analysis, learning initiatives and communication plans. Interweaving service excellence into projects, measurements, and team development/training. Collecting feedback from stakeholders and continually improving client services delivered. Creating HR systems and business processes with stakeholders and customers in mind. Meeting deliverables according to planned deadlines. Ensuring stakeholder buy‑in for processes and strategies. Effectively communicating and presenting to stakeholders at various levels. Engaging with HR leaders to stay current on policy and expertise changes. Consistently communicating with direct reports and HR customers to understand challenges and opportunities. Gathering structured feedback from HR customers to enhance programs and ensure consistency in approach. Providing feedback to the HR Solution Center for continuous improvement of transactional services and knowledge content. Maintaining regular touchpoints with centers of expertise to keep the HR partners current on data, analytics, policy and industry knowledge. Providing innovative guidance and recommendations to unit leaders based on leading practices and data. Continuously upgrading knowledge, skills and abilities to stay current on regulation and policy changes. Overseeing a team of HR Partners and providing strategic direction and leadership. Partnering with HR customers, unit leaders and HR Partners to define learning, career mobility opportunities and succession plans. Employing high ethical and equitable management standards to create a high‑performing, engaged team. Developing objectivity and critical‑thinking skills to make sound judgments based on analysis and leading practices. Escalating HR issues in a timely manner when necessary. Integrating USC’s unifying values, including integrity and accountability, throughout all HR practices. Establishing credible relationships based on ethical judgment, confidentiality and demonstrated values. Upholding principles of the USC culture and values, including the Code of Ethics, to promote community and contribution opportunities. Disseminating unit, university and HR strategies to the unit HR team and discussing key elements and responsibilities to deliver on those strategies. Establishing near‑ and long‑term HR strategies and goals to achieve desired outcomes. Analyzing conditions and limitations that may affect strategic outcomes. Defining standards and operating procedures with colleagues in Client Services to improve efficiencies and partnerships. Reassigning staff responsibilities as needed to avoid challenges or roadblocks to success. Aligning words, actions and ideas with 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. Minimum Qualifications Bachelor’s degree in business administration, organizational design and development, psychology, human resources, industrial relations, or another related field. Ten or more years of experience in human resources, human capital management, HR employee and labor relations or talent management. Four or more years of experience leading teams in a management or leadership role. Strong knowledge of total rewards, recruitment, employee and labor relations, talent management, continuous process improvement, change management, training, community and belonging strategies, workforce planning and organizational development. Ability to consult with business/organizational units on strategic talent management, workforce planning, talent assessments and performance management. Experience guiding a team with demonstrated values and leadership skills. Relationship building skills to work effectively with individuals at all levels. Strong presentation, communication and teaming capabilities, and high‑level writing ability. Planning and organizational skills, effective time management and a growth mindset. Knowledge of labor and employment laws and compliance. Familiarity with federal and state laws including ADA, ADEA, COBRA, EEOC, ERISA, FLSA, FMLA, HIPAA, OSHA, Pension Protection Act, Title VII, USERRA, CFRA, DFEH, IWC, PDA, Paid Family Leave, SDI and wage orders. Discretion in handling confidential information. Strong oral and written communication skills, tailored to various audiences. Proficiency with Microsoft Office (Word, Excel, Outlook, PowerPoint). Preferred Qualifications Advanced degree in business administration, organizational design and development, psychology, human resources, industrial relations or a related field. Twelve or more years of experience in human resources, human capital management, HR employee and labor relations or talent management. Experience in higher education and/or serving as a consultative advisor to business leaders. Six or more years of experience leading teams in a management or leadership role. Knowledge of industry trends and leading practices in HR client service methodologies, including data‑driven problem solving, influencing at all levels, and serving as a trusted coach. Proven experience creating business and action plans that transform the HR Partner role from tactical to strategic. Ability to interface with all levels of the organization, influence decision makers and manage expectations. Client‑relationship management skills and consultative relationship building experience. Consensus decision‑making environment experience. Team‑based management style that drives change while maintaining an ethical, equitable, consistent and team‑focused environment. Mentoring and developing staff, outlining goals and providing support and performance measures. Applying strategic initiatives in daily operations and providing guidance as needed. Experience in a unionized environment. Relevant certifications such as CIPD, CPLP, ODCP, SHRM‑CP/SHRM‑SCP, PHR/SPHR or other similar credentials. Compensation & Benefits Annual base salary range: $169,000 – $176,575. USC offers a broad range of benefits and perks to support employee well‑being, including health, wealth and family benefits as part of the overall total rewards package. Equal Employment Opportunity The University of Southern California 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. #J-18808-Ljbffr University of Southern California