---
title: Manage intermediary onboarding
slug: sales-operations/manage-intermediary-onboarding
icon: {"lucideIcon":"Route"}
docTags: 
createdAt: 2026-08-17T11:14:21.246Z
---

# 📊 Process summary

This process takes a prospective intermediary from first application to an active, commission-earning relationship. It is owned by the Distribution Operations Manager and executed by the Sales Operations team.

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**✅ Operational requirement:** Target onboarding cycle time is 10 working days from complete application to activation, measured through the *Intermediary onboarding cycle time* KPI.
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# 📊 Operational overview

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### Key operational indicators

- Onboarding cycle target: 10 working days
- Four-eyes review compliance target: 100%
- First-pass application completeness monitored monthly
- Sanctions escalation target: same business day
- Reviewer-to-activation segregation control adherence: 100%
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:::VerticalSplitItem
### Continuous improvement priorities

- Reduce onboarding rework caused by incomplete intake submissions
- Improve sanctions screening turnaround efficiency
- Increase CRM setup automation and validation controls
- Monitor onboarding decline trends for recurring themes
- Improve activation readiness visibility through workflow reporting
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# 🧭 Process flow

```mermaid
flowchart LR
  A[Application received] --> B[Application review]
  B --> C{Fit and proper?}
  C -- no --> X[Decline with reason code]
  C -- yes --> D[Compliance verification]
  D --> E{Sanctions clear?}
  E -- no --> X
  E -- yes --> F[CRM setup]
  F --> G[Mandate issue and activation]
```

# ✅ Process stages

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:::WorkflowBlockItem
Application received — intermediary submits application with FSP licence details, mandate request and banking information.
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:::WorkflowBlockItem
Application review — completeness and fit-and-proper checks. See child document *SOP: Reviewing intermediary applications*.
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:::WorkflowBlockItem
Compliance verification — regulatory licence validation against the FSCA register, sanctions and adverse-media screening.
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:::WorkflowBlockItem
CRM setup — master record, hierarchy link and commission structure created. See child document *Work instruction: Creating CRM records*.
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:::WorkflowBlockItem
Mandate issue and activation — signed mandate stored, portal credentials issued, welcome pack sent.
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::::

:::hint{type="warning"}
**⛔ Control restriction**

A file that fails compliance verification must be formally declined and recorded with an approved reason code. Files must not remain parked or unresolved.
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# 🛡 Governance and ownership

| Control                                       | Stage                   | Reference                                 |
| --------------------------------------------- | ----------------------- | ----------------------------------------- |
| Four-eyes review of fit-and-proper assessment | Application review      | Control register: Distribution, CTRL-D-03 |
| FSCA licence validation before activation     | Compliance verification | Control register: Distribution, CTRL-D-04 |
| Segregation: reviewer cannot activate         | CRM setup               | Control register: Distribution, CTRL-D-07 |

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## 🔎 Operational guidance and common failure points

- Confirm application completeness early to reduce avoidable rework across onboarding stages.
- Maintain documented evidence for all fit-and-proper and sanctions reviews.
- Escalate unclear licensing or regulatory questions before CRM setup activities begin.
- Monitor pending activations daily to prevent breaches of onboarding service targets.
- Review onboarding quality metrics monthly to identify recurring process gaps or training needs.
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# 🧾 Records and evidence

Cycle time, first-pass completeness rate and decline rate are reported monthly. Definitions live in the **KPIs and Performance Measures** space.