Prudential Financial

Manager, Service Delivery – Masters Council

Prudential Financial

full-time

Posted on:

Location Type: Hybrid

Location: Shelton • Connecticut • Pennsylvania • United States

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Salary

💰 $114,500 - $188,900 per year

About the role

  • 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

Requirements

  • 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
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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
service operationscustomer experiencedistribution enablementtiered service modelsVIP programsoperational metricsscorecard reporting
Soft Skills
cross-functional leadershipcommunication skillscollaborationcoachingcareer developmentperformance expectationsteam buildingcontinuous improvement