Sales Operations Specialist

The role is responsible for ensuring sales processes, lead allocation, reporting, quality assurance, and performance monitoring are executed effectively to enable team success.

The successful candidate will work closely with the Training & Relationship Manager to provide visibility into team performance, ensure leads are distributed appropriately, maintain accurate reporting, identify performance risks, and support continuous operational improvement.

This role incorporates key elements of sales enablement, sales operations, reporting, process optimization, and quality assurance. It draws on many of the Sales Enablement responsibilities already established within the organization, particularly around reporting, process improvement, documentation, communication, and analytics.

Key Responsibilities

• Manage the allocation and distribution of leads to Relationship Managers.

• Ensure fair, accurate and timely assignment of opportunities.

• Monitor lead utilization and identify inactive or neglected leads.

• Support the implementation and maintenance of sales processes and workflows.

• Ensure Relationship Managers have access to the tools, systems, information, and resources required to perform effectively.

• Maintain operational documentation, process guides, and workflow instructions.

• Help minimise administrative tasks performed by Relationship Managers, allowing them to focus on client acquisition and activation activities.

• Support the implementation of sales incentive, recognition, and performance programs.

Performance Reporting & Analytics

• Produce daily, weekly, and monthly performance reports.

• Maintain dashboards tracking: Lead assignments First-Time Deposits (FTDs) Activations Deposit performance Conversion rates Individual and team productivity

• Analyse commercial and performance data to identify trends and opportunities for improvement.

• Highlight performance gaps and operational bottlenecks to management.

• Prepare management reports and presentations for leadership review.

• Support forecasting and capacity planning activities.

Quality Assurance

• Conduct quality reviews of Relationship Manager activities.

• Monitor adherence to company policies, procedures, and regulatory requirements.

• Verify the quality and validity of acquired clients and activations.

• Identify suspicious, duplicate, fraudulent, or low-quality activity.

• Review CRM activity and engagement levels to ensure appropriate effort and follow-up.

• Escalate quality concerns and compliance issues to the Training & Relationship Manager.

• Support corrective actions and process improvements based on QA findings.

Team Monitoring & Performance Support

• Monitor daily sales activity levels.

• Track key productivity indicators including: Calls made Leads contacted Follow-up activity FTDs generated Activations achieved

• Alert management when performance indicators suggest: Reduced productivity Lack of engagement Decreasing conversion rates Declining activity levels

• Support coaching initiatives by identifying specific development opportunities through performance data.

Key Performance Indicators (KPIs)

The role will be measured on:

• Accuracy and timeliness of reporting

• Lead assignment efficiency

• CRM data quality

• Reporting and dashboard utilisation

• Quality assurance compliance scores

• Reduction of invalid or low-quality activations

• Identification and escalation of performance risks

• Operational process improvement initiatives delivered

• Stakeholder satisfaction

**KEY SKILLS AND EXPERIENCE

Essential:**

• Fluent in English. Any additional languages considered an advantage.

• Excellent time-management skills.

• Computer literate – Data Analysis & visualization. Good knowledge of MS Office and Outlook is essential.

• Knowledge of CRM, Outlook and Meta Trader platforms will be considered an advantage.

• Discretion in handling sensitive information with client data.

• Previous experience in similar position will be considered an advantage.

• Excellent oral and written communication skills, and the ability to effectively network with stakeholders, handle multiple tasks and track and report on progress.

• Strong interpersonal and problem-solving skills.

• Self-motivated with a willingness to work autonomously in a fast-paced and high-pressured environment with the ability to multi-task.

• Be proactive, show initiative and desire to drive continuous improvement.

• Energetic team player, with a positive outlook in the workplace.

Desirable:

• Experience within fintech, financial services, brokerage, payments, consumer acquisition, telecommunications, or performance-based sales environments.

• Knowledge of Creatio, or similar CRM systems.

• Experience building dashboards and performance reporting.

• Understanding of sales funnel and conversion analysis.