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Axa Wealth to restructure adviser support function

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Axa Wealth is restructuring its adviser support team which will see the total number of staff increase from 195 to 205, although it warns job losses are likely as it cuts face-to-face support. 

The company will merge the internal sales team and specialist products proposition sales team.

Axa says the move is designed to improve customer experience for advisers using its specialist products line.

It will also double the total number of staff in customer-facing online and remote roles from 40 to 80. 

Axa says some staff will be redeployed as part of the restructure, and that there will be job losses, though it could not say how many. Axa says it is likely face-to-face support will decrease as the firm plans to allocate more resources to remote support. 

The changes include the introduction of a new telephone-based support team. It will replace the existing adviser support unit.

Axa’s online support service will also add a web chat facility and a mobile app next year. 

The firm says the changes are the result of consultation with advisers and that decisions on future recruitments or redeployments of existing staff will be based on adviser feedback.

Axa Wealth head of operations Mark Links says: “When it comes to adviser servicing our new dedicated client service teams are equipped to support all our partner firms. Accessibility is key.”

Derbyshire Booth managing director Greg Heath says: “The more providers move toward a remote support model, the more it creates an additional barrier. Some advisers may prefer it, but for me the face to face element is important.” 

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