Prudential Financial · 18 hours ago
Manager, Service Delivery Masters Council
Shelton, CT
Full-time
Hybrid
Mid, Senior Level
$114K/yr - $189K/yr
6+ years expPrudential Financial is seeking a Manager for their Masters Council Program to lead the execution and improvement of a tiered advisor experience model. The role involves overseeing service operations and collaborating with Sales leadership to enhance advisor engagement and satisfaction.
Asset ManagementFinanceFinancial ExchangesFinancial ServicesHealth CareInsuranceRetirement
Responsibilities
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
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
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
Develop and maintain program scorecards (TAT, FCR, CSAT, NIGO rates); report insights and drive improvements
Qualification
Required
6+ years in service operations, customer experience, or distribution enablement (financial services preferred)
Experience managing tiered service models or VIP programs
Strong cross‑functional leadership and communication skills, including collaboration with Sales
Data fluency for operational metrics and scorecard reporting
Benefits
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 $1,600 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.
Company
Prudential Financial
Prudential Financial specializes in the fields of investment management, life insurance, and retirement benefits. It is a sub-organization of Prudential Financial.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$1.25BKey Investors
AM Best
2025-03-13Post Ipo Debt· $750M
2024-02-14Post Ipo Debt· $500M
2001-12-13IPO
Leadership Team
Andrew Sullivan
Chief Executive Officer
Yanela Frias
Executive Vice President & Chief Financial Officer
Recent News
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2026-01-19
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2025-12-18
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