---
title: Running the monthly ops review
slug: process-performance-reviews/running-the-monthly-ops-review
icon: {"lucideIcon":"Presentation"}
docTags: 
createdAt: 2026-08-17T11:16:13.884Z
---

## 🎯 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

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## 🧭 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.
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## 👥 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.

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**ℹ️ Governance expectation**

Delegates attending on behalf of accountable leaders must hold delegated decision-making authority for their operational area.
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## ✅ Procedure

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**📤 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.
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**📊 Headline performance review (10 min)**
Chair reviews the consolidated RAG summary. Green items with no challenge or clarification requests are closed without further discussion.
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**⚠️ 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.
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**🛡️ Control and risk governance (15 min)**
Failed controls and Watch risks are reviewed. Escalation, acceptance, or remediation decisions are formally recorded with named accountability.
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**🚀 Improvement pipeline review (10 min)**
Review initiatives at risk, charter variances, and lessons identified including this month’s openly raised operational failure acknowledgement.
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**✅ 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.
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## 🧾 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**.