Role Overview
The Sales Operations Manager is responsible for designing, executing, and optimising the operational framework that underpins mortgage sales performance. This role acts as the commercial engine room—ensuring pipeline velocity, data integrity, process efficiency, and sales enablement across brokers, BDMs, Mortgage Managers and internal teams.
You will translate strategy into execution by building scalable systems, improving conversion and settlement outcomes, and providing actionable insights that drive revenue growth. The role is equal parts commercial, analytical, and operational.
Key Responsibilities
Sales Performance & Pipeline Management
- Own end-to-end pipeline governance from application through to settlement.
- Identify bottlenecks and implement process improvements to lift conversion and turnaround times.
- Partner with the sales team to embed best-practice sales cadence and discipline.
Systems, Data & Reporting
- Own CRM and sales technology configuration, hygiene, and optimisation.
- Build dashboards and reporting that provide real-time visibility of performance, forecast accuracy, and risk.
- Establish clear KPIs across acquisition, conversion, approval, and settlement.
- Create monthly sales performance reporting for BDMs, including pipeline health, conversion metrics, settlement outcomes, and activity benchmarks, with clear insights and coaching opportunities.
Sales Enablement
- Develop and maintain playbooks, onboarding frameworks, and sales tools.
- Ensure teams are equipped with clear processes and workflows.
- Support training initiatives in partnership with Sales and Credit leadership.
Mortgage Operations & Governance
- Own the development and continuous improvement of mortgage management frameworks across the sales lifecycle.
- Lead accreditation management, including onboarding, lifecycle management, and audit readiness across all broker channels.
- Build, scale, and lead the Manila-based accreditation team, ensuring clear SLAs, quality standards, and performance benchmarks.
- Ensure all monthly and annual broker audits are completed in line with regulatory, aggregator, and internal requirements.
- Act as the operational owner for sales-related projects, including system implementations, process redesign, and channel expansion initiatives.
- Establish and maintain governance controls that protect the business from accreditation, compliance, and operational risk.
Cross-Functional Leadership
- Act as the operational bridge between Sales, Credit, Settlements, Compliance, and Marketing.
- Drive alignment on SLAs, handoffs, and performance standards.
- Lead continuous improvement initiatives across the sales lifecycle.
Key Outcomes
- Increased application-to-approval and approval-to-settlement conversion.
- Reduced cycle times across the sales and credit lifecycle.
- Improved forecast accuracy and executive visibility.
- A scalable, repeatable sales operating model.
- Strong accreditation governance with audit-ready processes.
Experience & Capability
- 2+ years’ experience in sales operations, commercial operations, or revenue operations within mortgages, financial services, or broker distribution channels.
- Deep understanding of the mortgage lifecycle and broker-led distribution models.
- Strong CRM and sales analytics capability (e.g., Salesforce, HubSpot, or Snowflake).
- Proven ability to design and implement scalable processes in high-growth, regulated environments.
- Commercially minded with strong data literacy and executive communication skills.
- Comfortable influencing senior stakeholders and driving change without direct authority.
Personal Attributes
- Highly structured and detail-oriented.
- Commercially pragmatic with a bias for execution.
- Confident operator in complex, regulated environments.
- Resilient, adaptable, and outcome-focused.
