PMA Companies functions as a shared services center for new and emerging Old Republic International strategic operating companies (SOCs), providing centralized, standardized support functions – such as finance, actuarial, IT, compliance, and legal services. This model enables SOCs to concentrate on their core business activities while leveraging the scale, expertise, and efficiencies of PMA.
The Director, Client Solutions, ensures effective partnership between PMA and SOCs (clients). Acting as a strategic liaison, this leader builds trusted relationships internally and externally, ensures the delivery of high-quality shared services, and drives accountability in alignment with service expectations and agreements.
Responsibilities
Client Partnership and Relationship Management:
- Build and maintain strong relationships with clients, serving as their primary point of contact within PMA Shared Services.
- Work closely with client leadership to ensure PMA's services support their strategic goals and operational priorities.
- Act as the internal champion for clients, gathering feedback, identifying service improvement opportunities, and advocating for client needs within PMA.
Service Coordination and Delivery Oversight:
- Build strong, collaborative relationships with PMA’s internal service departments, fostering alignment, mutual respect, and shared ownership of service delivery.
- Develop, document and implement processes that facilitate service delivery.
- Coordinate across PMA’s internal service functions to ensure that services delivered to clients align with agreed-upon Service Level Agreements, performance standards, and evolving client needs.
- Supplement the services of internal teams by taking on and managing specific tasks independently.
Represent and advocate for the priorities, capacity, and constraints of PMA’s internal service teams when managing client expectations and responding to service requests.
Project and Performance Management:
- Lead projects to develop and implement client solutions, including coordination between PMA, clients and Old Republic International.
- Establish metrics and reporting tools to evaluate service delivery and client satisfaction. Analyze performance data to identify trends, gaps, and opportunities for continuous improvement.
- Co-chair semiannual forums with client COOs to drive dialogue and alignment on operational excellence best practices and priorities.
Demonstrate commitment to Company’s Code of Business Conduct and Ethics, and apply knowledge of compliance policies and procedures, standards and laws applicable to job responsibilities in the performance of work.
Preferred Qualifications- Ten years of experience leading functions and initiatives that support the operations of admitted commercial property and casualty or accident and health insurance carriers. Experience in multiple markets, including excess and surplus lines, is highly preferred.
- Practical understanding of insurance financial operations, including premium billing, managing accounts receivable and payable, handling bordereau reports, and generating financial reports.
- Familiarity with systems used for policy, billing, and claim administration. Experience integrating these systems with specialized internal (proprietary) systems is valuable. Prior experience with Guidewire, Duck Creek, One Shield, or Connexure platforms is a significant advantage.
- Knowledge of regulatory requirements related to insurance, such as processing policies, cancelation and nonrenewal conditions, submitting rate, rule, and form filings, appointing producers (agents), and licensing adjusters.
- Experience providing support in a shared services environment is highly desirable.
- Ability to instill confidence and trust at all levels within an organization.
- Ability to liaise with cross-functional stakeholders and manage service delivery across multiple entities or departments.
- Ability to influence without authority and manage through ambiguity.
- Ability to simplify complexity by developing, documenting, implementing and communicating best practices, workflows and reference materials.
- Strong project management and analytical abilities.
- Strong understanding of operational planning, performance metrics, and process improvement methodologies.
- Excellent ability to manage multiple clients and priorities on a continuous basis.
- Excellent research, communication, presentation, and interpersonal skills.
- Ability to travel anywhere in the country up to once a month.
- Residing in the Philadelphia area is desirable, but not required.
Top Skills
What We Do
PMA Companies provides risk management solutions and services, specializing in workers’ compensation and offering property & casualty insurance, in the United States.
Headquartered in Blue Bell, PA, PMA Companies is a member of Old Republic Companies. Old Republic International Corporation (NYSE: ORI) is one of the nation’s 50 largest publicly held insurance organizations.
PMA Companies includes: PMA Insurance Group, specializing in workers’ compensation, and providing other commercial property & casualty insurance products; and PMA Management Corp. and PMA Management Corp. of New England, providing results-driven TPA and Risk Services specializing in workers’ compensation and liability.
We maintain a large client retention rate of 90% or higher and a client satisfaction rate of 96% per an independent survey. At PMA, we still build relationships the "old-fashioned way." Our clients know we care. They know we say what we do and do what we say. And they know that they can count on us to deliver tangible value to their business and to work passionately on their behalf.
