Director of Service Excellence @ SEI Investments
Walter Morales leads the Service Excellence program at SEI’s US Private Bank and Trust company Wealth Management platform. For over 18 years he has served in various capacities in the financial industry ranging from Six Sigma expert, product management, to program management. His current focus is on the maturity lifecycle service based organizations go through to achieve high client value and satisfaction. He has developed and deployed the Service Excellence maturity model currently used to transform legacy qualitative service management processes into a quantitative and information driven service management system. From 2014 he has implemented the Client Service Management strategy deployed in both US and UK markets. The Client Service Management strategy combines industry leading technology with process design best practices to create a measurable and value added service management experience for our clients. Currently, Walter is leading the next phase of statistical data modeling that will aid the development of client centric processes and services.