Sales Operations Overview
🎯 Purpose
Sales Operations owns the processes that turn a distribution opportunity into an active, compliant intermediary relationship and a bound policy. This space holds the standard operating procedures, work instructions and checklists used by the Sales Operations team.
📊 Operational overview
Operational performance indicators
- Onboarding cycle target: 10 working days
- CRM data quality target: 99% mandatory field completion
- First-pass onboarding acceptance rate monitored monthly
- Escalation response target: same business day
- Documentation retention compliance: 100%
Continuous improvement focus
- Reduce onboarding delays caused by incomplete intermediary submissions
- Improve cross-functional visibility between Operations and Compliance
- Standardise evidence quality for audit readiness
- Expand workflow automation for onboarding validation tasks
- Monitor recurring onboarding defects through monthly governance reviews
🎯 Scope
- Intermediary (broker and agent) onboarding and lifecycle administration
- Quote and bind support for personal and commercial lines
- Sales pipeline data quality in the CRM
🧭 Process map
Intermediary submits onboarding application and supporting regulatory documentation.
Sales Operations validates submission completeness and routes the file for review.
Compliance and fit-and-proper assessments are performed before activation approval.
CRM records, hierarchy structures and commission agreements are established.
Mandate documentation, credentials and activation activities are completed before the intermediary becomes active.
🛡 Governance and ownership
Section | What you will find |
|---|---|
Intermediary Management | End-to-end onboarding process, application review SOP, CRM work instructions, checklists |
Quote and Bind | Procedures for supporting the quote-to-bind cycle |
🔒 Compliance requirement: All intermediary onboarding records and supporting evidence must be retained in line with the Records Retention Standard and remain audit-accessible.
🌐 Related operational information
- Risk and control mapping for these processes: see the Risks and Controls space, Operational risk register
- Performance measures for onboarding: see KPIs and Performance Measures, KPI definition: Intermediary onboarding cycle time
- Who does what: see Roles and Responsibilities, Operating model and RACI