Operations as a Service

1. 01

   People operations

   The org against the real decision paths, and who actually owns each function.

2. 02

   Payments and processing

   Processor concentration, chargebacks, and a failover somebody has tested.

3. 03

   Vendor management

   Which relationships the business cannot survive losing, and what the terms say.

4. 04

   The support floor

   Tiering, first-response under load, and the escalation path with a name on the end.

5. 05

   The payout desk

   Request-to-paid time measured rather than stated, and the SLA that holds it.

Bring us in on the whole line, or on one function inside it. The framework below runs the same either way.

1. 01

   Diagnose

   The written org chart against the real decision paths, and every dependency large enough to end a month.

   • Where decisions actually get made, by function
   • Handoffs, and where work waits
   • Processor concentration and chargeback handling
   • Ticket volume against headcount, and payout cycle time

2. 02

   Specify

   Who owns what, in writing, and what happens when the thing you depend on stops.

   • Decision rights by function, and the escalation path
   • The payout SLA, and the desk that holds it
   • A processor redundancy plan and a documented failover
   • The vendor list, and which relationships are load-bearing

3. 03

   Install

   The operating rhythm, the runbooks and the support tiers, built with the people who will own them afterwards rather than written and handed down.

   • The operating cadence, running weekly
   • Runbooks and SOPs, written with their owners
   • Support tiering and a staffed escalation path
   • The second processor, live, with a tested failover
   • Vendor contracts renegotiated where the terms were the risk

4. 04

   Measure

   Payout cycle time, ticket resolution, processor uptime and cost per ticket, each against your own benchmark rather than against an industry average.

   • A KPI set per operational function, with a named source
   • Request-to-paid time, measured rather than stated
   • First-response time, and where it goes under load
   • The Blueprint Engine, trained on your operation and reading it continuously

We design the operation and install it with your leadership. Your team runs it day to day. Risk and compliance are not ours, and we will say so on the call rather than pretend otherwise.