PMA Companies · 1 day ago
Client Services Director
Blue Bell, PA
Full-time
Hybrid
Senior Level, Lead/Staff
10+ years expPMA Companies is a shared services center for Old Republic International strategic operating companies, providing essential support functions. The Client Services Director is responsible for building strong relationships with clients, ensuring high-quality service delivery, and managing projects to develop client solutions while adhering to service agreements and performance standards.
Financial ServicesInsurance
Responsibilities
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
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
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
Qualification
Required
Ten years of experience leading functions and initiatives that support the operations of admitted commercial property and casualty or accident and health insurance carriers
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
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
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
Preferred
Experience in multiple markets, including excess and surplus lines, is highly preferred
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
Experience providing support in a shared services environment is highly desirable
Residing in the Philadelphia area is desirable, but not required
Company
PMA Companies
PMA Companies provide risk management solutions and services.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2010-10-06Acquired
Leadership Team
Derek Hopper, CPCU
President and Chief Executive Officer
Irina Simpson
Senior Vice President & Chief Claims Officer
Recent News
2025-10-14
Company data provided by crunchbase