Managing Director, Head of Service Experience

SEI • Upper Providence Township, PA

2d • Hybrid

About The Position

SEI’s Wealth business is seeking a qualified leader to serve as Head of Service Experience. This role reports to the Head of the Wealth business and will be responsible for elevating and transforming our service model through scalable automation, technology enhancements, process optimization, and a relentless focus on client experience, while leading the team of service representatives. The successful candidate will champion innovative solutions, streamline service operations, and design a service offering that is best-in-class and future-ready for SEI’s Wealth business. This is an ideal opportunity for an accomplished leader who is eager to shape the future of advisor service models, has a deep understanding of the U.S. financial advisor business and associated service models and strategy, and is passionate about amplifying organizational culture and engagement. This role is SEI Headquarters based in Oaks, Pennsylvania.

Requirements

• A minimum of 10 years of progressive experience in asset/wealth management, fintech/custody platforms, or related financial services client service or solutions, including management roles.
• Bachelor’s degree in Business, Finance, Economics or in a related field, or equivalent experience.
• Deep familiarity with the U.S. advisor business—including both Broker/Dealer and RIA channels—including home‑office decision processes, product shelf architecture, advisor practice models, and platform integrations.
• Proven track record in process engineering, service automation, or similar disciplines.
• Excellent leadership, communication, and presentation skills; adept at communicating business outcomes for diverse audiences.
• Established success in leading a team and both recruiting and developing talent, with a keen passion for employee engagement and growth.
• Track record of innovation and cross-functional collaboration.
• Ability to set appropriate outcomes, measure those outcomes, and be accountable to delivery.
• Experience managing multiple priorities and achieving results in a dynamic environment.

Nice To Haves

• Someone who will embody our SEI Values of courage, integrity, collaboration, inclusion, connection and fun. Please see our website for more information. https://www.seic.com

Responsibilities

• Define and execute a forward-thinking service approach and strategy that prioritizes automation and technology to deliver scalable, efficient, and high-quality client experiences.
• Influence an enterprise-wide automation strategy by identifying and remediating manual processes and developing business cases for investment.
• Lead, mentor, and develop a team of service managers, fostering a culture of innovation, accountability, and continuous improvement.
• Oversee the implementation of cutting-edge technologies (AI, chatbots, machine learning, etc.) to automate and enhance service delivery.
• Liaise between service, operations, and technical teams to identify, scope, and deliver best-in-class tools and solutions.
• Partner with Sales, Investment Product Development, Technology Product Development, and other stakeholder groups to proactively update policies, refine service models, and identify opportunities for further automation and efficiency.
• Develop and maintain key performance indicators (KPIs) and dashboards to provide transparency and measure outcomes across the Advisor business and represent progress with transparency to executive leadership.
• Drive policy changes around client segmentation and service levels, ensuring support and implementation across all pillars.
• Champion a client-first mindset that aligns all service enhancements and automation initiatives with a focus on delivering exceptional advisor and client experiences.
• Contribute to the overall leadership and strategy of the Advisor business, both within and outside of the Service organization, by collaborating closely with Sales, Marketing, Product, and Operations teams to deliver integrated go-to-market strategies, seamless client experiences, and alignment on growth objectives.

Benefits

• comprehensive care for your physical and mental well-being
• a strong retirement plan
• tuition reimbursement
• a hybrid working environment for most roles
• support for working parents
• flexible Paid Time Off (PTO) so you can relax, recharge and be there for the people you care about.
• Benefits include healthcare (medical, dental, vision, prescription, wellness, EAP, FSA), life and disability insurance (premiums paid for base coverage), 401(k) match, education assistance, commuter benefits, up to 11 paid holidays/year, 21 days PTO/year pro-rated for new hires which increases over time, paid parental leave, back-up childcare arrangements, paid volunteer days, a discounted stock purchase plan, investment options, access to thriving employee networks and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1,001-5,000 employees