--- title: Operating model and RACI slug: roles-and-responsibilities/operating-model-and-raci icon: {"lucideIcon":"ChartNetwork"} docTags: createdAt: 2026-08-17T11:16:10.150Z --- ## 🧭 Purpose Single reference for who is accountable, responsible, consulted and informed across the operational processes documented in this workspace. Process documents link here rather than restating ownership locally. :::hint{type="info"} **ℹī¸ Governance scope** This reference defines formal accountability alignment across operational governance processes and is intended to support standardized escalation, assurance, and performance-management activities. ::: ## 🏛ī¸ Level 1 accountability map | Process area | Accountable | Responsible team | | ----------------------------- | ----------------------------------- | --------------------------- | | Intermediary onboarding | Distribution Operations Manager | Sales Operations | | Channel and panel management | Head of Distribution | Channel Management | | Customer onboarding and KYC | Customer Operations Manager | Customer Operations | | Underwriting referrals | Underwriting Operations Manager | Underwriting Operations | | Policy administration | Policy Administration Team Lead | Policy Administration | | Claims operations | Claims Operations Manager | Claims Operations | | Premium and commission cycles | Finance Operations Manager | Finance Operations | | Control self-assessment | Distribution Operations Manager | Control owners per register | | KPI dictionary and scorecards | Head of Performance and Improvement | Performance team | | Continuous improvement system | Head of Performance and Improvement | All teams | ## 📘 RACI conventions used in this workspace ::::WorkflowBlock :::WorkflowBlockItem **Single accountable owner assigned** for each operational process area to support governance clarity and escalation ownership. ::: :::WorkflowBlockItem Responsible functional teams execute day-to-day operational activities and maintain process evidence. ::: :::WorkflowBlockItem Consulted and informed stakeholders participate through monthly operational review, control forums, and remediation tracking. ::: :::WorkflowBlockItem Governance updates become effective only once this reference document is formally updated and published. ::: :::: :::ExpandableHeading ## 🧭 Governance application guidance This workspace applies a single-accountability governance model to operational processes, controls, and escalation ownership. Teams should reference this document before creating local ownership statements to avoid conflicting accountability definitions across operational procedures and control documentation. ::: ## 🔄 Change process Role changes are proposed at the ops review and take effect only when this document is updated — the RACI in force is the one published here, not the one in anyone's inbox.