Following on from the introduction of the Member Services teams and new regional support team of 10 highly experienced relationship managers, Personal Touch has made changes to its head office structure to deliver the customer focus that advisers have asked for.
The following changes have been made:
- Risk Assessment, Sales Quality Review and Paraplanning have been brought together into a member-focused division called Service Delivery. Toolbox, Personal Touch’s award-winning systems solution, will also form part of the Service Delivery function. An experienced service delivery board level appointment will be made to lead this new area.
- Compliance and Risk have been brought together as a new division. This will enhance the Personal Touch approach to support long-term IFA and broker compliance needs with a simple and straightforward approach. Helen Gasser, previously risk director and group solicitor, has been appointed as risk and compliance director and will lead this division. Gasser has a reputation for providing peace of mind by delivering straightforward commercial advice to regulated businesses.
- Training and Competency has refocused in order to help to develop the businesses of Personal Touch members. The distributor will now focus on working with members to identify coaching and training needs for individuals and teams. This will help to build solutions to support the growth of their businesses. Karen Pearson, HR and development director at Personal Touch, will oversee Training and Competency moving forward.
Doug Crawford, Personal Touch CEO, said:
“Since I joined Personal Touch, I have been meeting with our community of IFAs and brokers to find out how we can help them to develop their businesses.
“The changes we have put in place get to the core of the way Personal Touch is approaching the challenges and opportunities our members face. I am confident that they will feel the benefits of our restructure in their businesses and their ability to meet customer needs.”
