Role profile: Distribution Operations Manager
🧭 Role purpose
Owns the operational integrity of distribution processes: intermediary onboarding, quote-and-bind support and the distribution control environment. First escalation point for Sales Operations and the accountable owner for the distribution control register.
⚠️ Control accountability
This role owns distribution control execution integrity and is expected to escalate material control failures, SLA breaches, or unresolved remediation items through the operational governance structure.
✅ Accountabilities
Operationally oversee intermediary onboarding governance, including adherence to agreed cycle-time service levels and evidence retention expectations.
Manage the distribution control register, ensuring control attestations, remediation tracking, and monthly self-assessments are completed on schedule.
Monitor referred-quote operational queues and coordinate escalation handling where service-level thresholds are breached.
Provide transparent reporting into monthly operational governance reviews, including declaration of material process or control failures.
🏛️ Authorities
Authority | Limit |
|---|---|
Approve intermediary activation | Within standard mandate and approved commission codes |
Approve onboarding SLA exceptions | Up to 10 additional working days, with file note |
Commission structure deviations | None — refer to Head of Distribution |
🤝 Key interfaces
- Sales Operations team (direct reports)
- Channel Manager — panel decisions affecting onboarding pipeline
- Compliance — fit-and-proper escalations, screening hits
- Head of Performance and Improvement — scorecard measures and improvement actions
📊 Performance measures
Onboarding cycle time, first-pass completeness, control self-assessment timeliness and overdue-action count, as defined in KPIs and Performance Measures.