Manager, Service Delivery Masters Council

Job Classification:
Project Mgmt, Transformation & Strategy - Project Mgmt, Transformation & Strategy

The Manager, Masters Council Program will lead the day-to-day execution and continuous improvement of the Masters Council (MC) program-a 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.
• Cross-Functional 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.

• 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.

• 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.

• 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 Programsincluding 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.