---
title: Sales Operations Overview
slug: sales-operations
icon: {"lucideIcon":"LayoutDashboard"}
docTags: 
createdAt: 2026-08-17T11:14:20.957Z
---

# 🎯 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

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### 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%
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### 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
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# 🎯 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

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Intermediary submits onboarding application and supporting regulatory documentation.
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Sales Operations validates submission completeness and routes the file for review.
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Compliance and fit-and-proper assessments are performed before activation approval.
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CRM records, hierarchy structures and commission agreements are established.
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Mandate documentation, credentials and activation activities are completed before the intermediary becomes active.
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# 🛡 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                                        |

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**🔒 Compliance requirement:** All intermediary onboarding records and supporting evidence must be retained in line with the Records Retention Standard and remain audit-accessible.
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## 🔎 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.
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# 🌐 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