Associate Director of HR & Business Operations

About the Organization

Nationalities Service Center (NSC) serves more than 3,000 immigrants and refugees each year from over 110 countries. We provide comprehensive services in immigration law matters, community transition and integration, access to health and wellness, language proficiency, and job readiness training for immigrants and refugees. NSC’s mission is to welcome and empower immigrants to thrive in our communities and pursue a just future. Our vision is that all immigrants achieve a life of safety and stability, sustainable opportunities, and meaningful community connections.

Position Summary

The Associate Director of HR & Business Operations provides strategic leadership and operational oversight for NSC's Management team across three core areas: Human Resources, Information Technology, and Building Operations. This position leverages pro-bono resources, Board partnerships, and high-performing staff committees to design and implement systems and processes that strengthen NSC's ability to recruit, retain, and develop a skilled workforce, while proactively managing organizational risk and compliance.

The Associate Director directs the screening, interviewing, hiring, onboarding, and orientation of all new staff, ensuring consistency in skill, cultural fit, and workplace conduct across the organization.

In the area of facilities, this position serves as the primary liaison with external contractors and the Condo Association on all matters related to office maintenance and upkeep. On the technology side, the Associate Director serves as the strategic liaison with NSC's third-party IT provider to address priorities related to data management, hardware and software, and server infrastructure.

Overall, this position functions as a key strategic partner to all Directors, driving workflow efficiency and elevating the quality of administrative support across departments. The Associate Director is a member of NSC's Management team and reports directly to the Executive Director, playing an active role in organizational strategy, planning, and other key initiatives as assigned.

Essential Functions

Building Operations

• Direct front desk and reception area operations, including supervision of administrative support staff.
• Develop, update, and maintain internal operational policies and procedures.
• Oversee inventory and requisition of office supplies and maintenance of office equipment.
• Represent NSC in Condo Association activities.
• Lead resolution of building and office maintenance issues through appropriate vendors.
• Lead space planning and building improvement initiatives.

Human Resources

• Build, lead, and institutionalize a formal HR function across the agency, overseeing employee relations and providing strategic policy guidance and support to management.
• Direct the full recruitment and selection process for open positions.
• Maintain and update the employee handbook and related personnel policies and procedures.
• Oversee new hire orientation, including agency acclimation and completion of required documentation.
• Coordinate with outside consultants and partners to deliver comprehensive employee services, including health and wellness benefits.
• Advise senior leadership on organizational design, workforce planning, and succession strategies.
• Manage and continuously improve HR processes and systems, ensuring alignment with organizational goals.

Information Technology

• Oversee and troubleshoot IT and electronic communications needs directly or through consultants.
• Serve as strategic lead on the IT vendor relationship.
• Identify and procure computer hardware and software as needed.

Labor Relations

• Serve as a primary management liaison to the union, maintaining a professional and productive working relationship with union representatives and attending labor-management committee meetings on a regular basis.
• Administer and interpret the collective bargaining agreement (CBA) in day-to-day management practice; advise supervisors on CBA compliance and serve as a key resource for grievance response and resolution.

Management Team

• Lead cross-functional projects that benefit the organization as a whole.
• Collaborate with peers to develop internal policies and procedures.
• Contribute to organizational strategic planning as a member of the Management team.

Management Duties

• Provide direct supervision of reception area staff, exercising independent judgment in day-to-day decision-making.
• Direct work assignments, scheduling, staff development, and training for reception area staff.
• Carry out management responsibilities for reception area staff, including hiring, performance evaluations, disciplinary counseling, salary recommendations, workload distribution, recognition, and employee relations.
• Lead development of NSC's administrative budget as part of the annual budget process, and manage expenditures within approved budget parameters.
• Serve as an active, engaged member of NSC's Management team, contributing to organization-wide strategy and decision-making.

Non-Essential Functions

• Attend relevant workshops or participate in professional associations to maintain and expand professional knowledge.
• Adhere to NSC's confidentiality guidelines and ensure appropriate handling of sensitive information.
• Facilitate and attend relevant staff meetings to support communication and goal execution.
• Complete special projects as directed by the Executive Director.
• Perform other duties as assigned within the scope of this position.

Qualifications

• Deep understanding of NSC's mission, goals, and objectives; ability to translate organizational strategy into operational execution.
• Strong knowledge of employment law and HR best practices.
• Proficiency with electronic communication, data management tools, and general office equipment.
• Demonstrated ability to build and maintain productive relationships with business partners to deliver efficient operational support to NSC's programs.
• Excellent written and verbal communication skills, with the ability to engage and influence diverse audiences, including staff, vendors, funders, and community partners.
• Proven ability to manage multiple competing priorities in a fast-paced, deadline-driven environment.
• Proficiency in Microsoft Office and common business software applications.
• Working knowledge of budget preparation, grant administration, forecasting, and fiscal management.
• Strong organizational and analytical skills with close attention to detail.
• Collaborative, solutions-oriented leadership style with a demonstrated ability to build consensus across teams.
• Strong interpersonal skills, with a compassionate, professional, and culturally responsive approach to engaging diverse colleagues, clients, and community partners.
• Demonstrated experience with labor relations principles and collective bargaining processes, including experience working within a unionized environment; ability to engage union representatives and staff with professionalism, consistency, and good faith.
• Adherence to all NSC policies and procedures.
• Attendance at NSC in-service trainings as required.

Experience, Education, and Licensure

Minimum Experience: 6+ years of progressive experience in operations management, human resources, or business administration, including experience directly supervising staff, preferably in a nonprofit setting. Experience in HR, IT, and vendor management strongly preferred.

Minimum Education: Bachelor's degree from an accredited college or university in a related field required; Master's degree preferred.

Working Conditions

The work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Moderate noise level in a primarily indoor office environment.
• Occasional travel to community, partner, and social service locations may be required.
• Occasional travel for conferences, seminars, and meetings.
• Work outside of standard business hours may be required based on organizational needs.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. While performing the duties of this job, the employee will frequently stand; walk; sit; use hands to finger, handle, or feel objects, tools or equipment; reach with hands and arms; balance; talk or hear. The employee will occasionally climb stairs; stoop; kneel; crouch or crawl; taste or smell.
2. The employee must occasionally lift and/or move up to 25 pounds.
3. Operate general office equipment with frequent work at a computer workstation.
4. Specific vision abilities required by the job include frequent reading and close vision; distance vision; color vision; peripheral vision; depth perception; and the ability to adjust focus.

Commitment to Inclusion Statement

NSC is an equal opportunity employer committed to a policy of non-discrimination in all employment practices and does not discriminate based on race, ethnicity, religion, gender, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, nor any other basis protected under applicable law.

LOCATION AND HOURS This is a full-time, in-person position based in our Philadelphia office with potential for hybrid work as team needs allow. Our regular hours are Monday to Friday, 9:00 am to 5:00 pm, and this position requires working occasional evenings and weekends.

BENEFITS The benefits package includes generous vacation and sick leave; paid sabbatical leave; early close Fridays; 83% employer-paid health, dental, and vision coverage; short-term disability, long-term disability, life insurance, 403(b) with an employer match.

While Nationalities Service Center is committed to program sustainability, employment is dependent on the continued availability of funding.

HOW TO APPLY

Please submit a cover letter, resume and complete the online application by going to this link - - https://nscphila.org/about-us/careers.

NOTE: The above statements are intended to describe the general nature and level of work performed by an employee in this position. These statements are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees in this position. Nothing in this position description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Disclaimer

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

The benefits package includes generous vacation and sick leave; paid sabbatical leave; early close Fridays; 83% employer-paid health, dental, and vision coverage; short-term disability, long-term disability, life insurance, 403(b) with an employer match.