Prudential plc · 5 hours ago
Manager, Service Delivery Masters Council
Shelton, CT
Full-time
Hybrid
Mid, Senior Level
$114K/yr - $189K/yr
6+ years expPrudential is a leading financial services company, and they are seeking a Manager for the Masters Council Program. This role involves overseeing the execution and continuous improvement of a tiered advisor experience model to deliver strategic service to Financial Professionals, while collaborating closely with Sales leadership and field teams.
Asset ManagementConsultingFinancial ServicesHealth CareInsurance
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
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 $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 plc
We are Prudential. For Every Life, For Every Future.
Founded in 1848Central, Hong Kong Island, HKG
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Thomas W Myers, CLU, ChFC
Chief Executive Officer
Recent News
2025-12-04
Company data provided by crunchbase