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 🔎 operational guidance and quality controls all onboarding activities must be traceable through crm activity history and attached evidence escalations involving licensing uncertainty or sanctions concerns must be prioritised ahead of standard onboarding activities ensure role segregation is maintained between review and activation activities review recurring onboarding exceptions during operational governance forums to identify process improvement opportunities validate kpi reporting inputs monthly to ensure performance reporting integrity 🌐 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