Running the monthly ops review

🎯 purpose procedure for the monthly operations review — the governance point where performance, controls, risks and improvement meet owner head of performance and improvement · cadence monthly, working day 9 · duration 90 minutes 🧭 governance guidance this review is intended to provide operational governance, challenge emerging risks, and maintain accountability for service, control, and improvement outcomes across the operation meeting discussions should remain evidence based and decision oriented 👥 attendees accountable owners per the raci in roles and responsibilities head of distribution, distribution ops manager, customer ops manager, uw ops manager, policy admin team lead, claims ops manager, finance ops manager, plus risk as second line ℹ️ governance expectation delegates attending on behalf of accountable leaders must hold delegated decision making authority for their operational area ✅ procedure 📤 pre review preparation (working day 8) review pack distributed per the approved structure attendees review materials in advance and capture written questions directly on the pack 📊 headline performance review (10 min) chair reviews the consolidated rag summary green items with no challenge or clarification requests are closed without further discussion ⚠️ exception review and challenge (50 min) each amber or red item is reviewed in pack order owners confirm cause, corrective action, accountable owner, and target date discussion focuses on process and control effectiveness rather than individuals 🛡️ control and risk governance (15 min) failed controls and watch risks are reviewed escalation, acceptance, or remediation decisions are formally recorded with named accountability 🚀 improvement pipeline review (10 min) review initiatives at risk, charter variances, and lessons identified including this month’s openly raised operational failure acknowledgement ✅ decisions and action confirmation (5 min) the action log is read aloud before close every action must have one accountable owner and a committed completion date 🧾 records and evidence actions land in the tracked log within 24 hours; overdue ops review actions appear automatically on next month's headline view minutes follow the document control standard in policies and standards