---
title: Role profile: Distribution Operations Manager
slug: roles-and-responsibilities
icon: {"lucideIcon":"UsersRound"}
docTags: 
createdAt: 2026-08-17T11:16:10.387Z
---

## 🧭 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.

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**⚠️ 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.
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## ✅ Accountabilities

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Operationally oversee intermediary onboarding governance, including adherence to agreed cycle-time service levels and evidence retention expectations.
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Manage the distribution control register, ensuring control attestations, remediation tracking, and monthly self-assessments are completed on schedule.
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Monitor referred-quote operational queues and coordinate escalation handling where service-level thresholds are breached.
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Provide transparent reporting into monthly operational governance reviews, including declaration of material process or control failures.
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## 🏛️ 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

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## 🧾 Records and evidence expectations

Operational evidence associated with onboarding approvals, SLA exceptions, control attestations, and remediation tracking should be retained in accordance with applicable operational retention schedules and audit requirements. Exceptions should include a documented rationale and approving authority.
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## 📊 Performance measures

Onboarding cycle time, first-pass completeness, control self-assessment timeliness and overdue-action count, as defined in **KPIs and Performance Measures**.