Manager, Service Delivery Masters Council

Shelton, CT - USA

Monthly Salary: $ 114500 - 188900

Posted on: 10 hours ago

Vacancies: 1 Vacancy

Job Summary

Job Classification:

Project Mgmt Transformation & Strategy - Project Mgmt Transformation & Strategy

The Manager Masters Council Program will lead the daytoday execution and continuous improvement of the Masters Council (MC) programa tiered advisor experience model designed to deliver strategic personalized service to qualified Financial Professionals (FPs). This includes oversight of tier benefits service operations routing and advisor communications across Gold Platinum and Titanium tiers ensuring seamless service and measurable outcomes. The role requires close partnership with Sales leadership and field teams to align program and execution with distribution priorities and advisor engagement strategies.

This will be a hybrid role based out of Shelton CT or Fort Washington PA. For exceptionally well-qualified candidates Virtual working arrangement may be considered with expectation of travel as required.

Key Responsibilities

Program Ownership
- Govern MC tiered experiences and benefits across Gold Platinum and Titanium.
- Maintain call flows and service operations ensuring SLA adherence and exceptional advisor experience.
- Drive strategy and execution of the MC program with input from key stakeholders
Team Development & Leadership
- Build lead and inspire a high-performing team of service professionals dedicated to delivering concierge-level experiences for top-tier advisors.
- Foster a culture of excellence accountability and continuous improvement; provide coaching career development and clear performance expectations.
- Ensure team members are equipped with advanced training tools and empowerment to resolve complex advisor needs at first contact.
CrossFunctional Execution
- Partner with all areas of Service Delivery to create seamless service experiences for top producers.
- Work closely with Sales leadership and field teams to ensure program benefits communications and service models support advisor growth and retention goals.
Measurement & Optimization
- Develop and maintain program scorecards (TAT FCR CSAT NIGO rates); report insights and drive improvements.

Qualifications

6 years in service operations customer experience or distribution enablement (financial services preferred).
Experience managing tiered service models or VIP programs.
Strong crossfunctional leadership and communication skills including collaboration with Sales.
Data fluency for operational metrics and scorecard reporting.

Success Metrics

SLA adherence and service performance improvements.
Increased First Contact Resolution and reduced turnaround times.
Advisor satisfaction and engagement.
Documented governance of tiering guidelines and exceptions.
Positive feedback and adoption from Sales leadership and field teams.

What we offer you:

Prudential is required by state specific laws to include the salary range for this role when hiring a resident in applicable locations. The salary range for this role is from $114500.00 to $188900.00. Specific pricing for the role may vary within the above range based on many factors including geographic location candidate experience and skills.

Market competitive base salaries with a yearly bonus potential at every level.
Medical dental vision life insurance disability insurance Paid Time Off (PTO) and leave of absences such as parental and military leave.
401(k) plan with company match (up to 4%).
Company-funded pension plan.
Wellness Programs including up to $1600 a year for reimbursement of items purchased to support personal wellbeing needs.
Work/Life Resources to help support topics such as parenting housing senior care finances pets legal matters education emotional and mental health and career development.
Education Benefit to help finance traditional college enrollment toward obtaining an approved degree and many accredited certificate programs.
Employee Stock Purchase Plan: Shares can be purchased at 85% of the lower of two prices (Beginning or End of the purchase period) after one year of service.

Eligibility to participate in a discretionary annual incentive program is subject to the rules governing the program whereby an award if any depends on various factors including without limitation individual and organizational performance. To find out more about our Total Rewards package visit Work Life Balance Prudential Careers. Some of the above benefits may not apply to part-time employees scheduled to work less than 20 hours per week.

Prudential Financial Inc. of the United States is not affiliated with Prudential plc. which is headquartered in the United Kingdom.

Prudential is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion national origin ancestry sex sexual orientation gender identity national origin genetics disability marital status age veteran status domestic partner status medical condition or any other characteristic protected by law.

If you need an accommodation to complete the application process please email .

If you are experiencing a technical issue with your application or an assessment please email to request assistance.

Required Experience:

Manager

Job Classification:Project Mgmt Transformation & Strategy - Project Mgmt Transformation & StrategyThe Manager Masters Council Program will lead the daytoday execution and continuous improvement of the Masters Council (MC) programa tiered advisor experience model designed to deliver strategic persona...