Hybrid Client Solutions Director bei PMA Companies

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.