Home/Global Managed Operations

Twelve service lines
Defined scope Measured KPIs

Managed operations means we own the outcome, not just the seats. Every service line below runs to a defined scope, agreed KPIs and a blended AI + human delivery model — governed by Agent OS™ where AI employees are deployed.

Scope a Managed Service → How Governance Works

Recruitment Operations

End-to-end recruitment administration — sourcing coordination, screening workflows, interview logistics, offer management and pre-boarding. AI-assisted screening always carries human review before any candidate decision.

Time-to-shortlistOffer-to-join rateSubmission quality

HR Operations

Employee lifecycle administration from onboarding to exit — records management, HR helpdesk, letters and documentation, policy query handling and benefits administration across entities and countries.

Query resolution timeData accuracySLA adherence

Sales Development Operations

Pipeline generation operations — account research, list building, outreach execution with approval gates, inbound qualification and CRM hygiene. Humans own every conversation; the operation keeps the funnel full.

Qualified meetings bookedResponse rateCRM data completeness

Customer Support Operations

Tier-1 and Tier-2 support delivery across chat, email and voice — triage, resolution, escalation management and knowledge-base upkeep, with quality sampling and CSAT measurement built into the operating rhythm.

First response timeResolution rateCSAT

Finance & Accounting Operations

AP/AR processing, reconciliations, invoice matching, expense administration and close support. Materiality thresholds and finance sign-off gates keep every number auditable.

Close cycle timeInvoice processing accuracyException rate

IT Service Desk Operations

L1/L2 service desk with 24×7 or follow-the-sun coverage — incident handling, access requests, request fulfilment and problem escalation on your ITSM platform, with privileged actions gated behind human approval.

Mean time to resolveFirst-contact resolutionBacklog age

Data Operations

Data entry, cleansing, enrichment, migration support and quality monitoring. Pipelines monitored, exceptions triaged, and data quality rules enforced so downstream reporting can be trusted.

Data accuracy rateThroughput per FTERework rate

CRM Operations

CRM administration and hygiene — deduplication, enrichment, pipeline data quality, workflow administration and release support across Salesforce, Dynamics and HubSpot estates.

Record completenessDuplicate rateAdmin request turnaround

Procurement Operations

Requisition-to-PO processing, catalogue maintenance, supplier onboarding administration and invoice-query resolution — policy compliance checked on every transaction before commitment.

Req-to-PO cycle timePolicy compliance rateSupplier query SLA

Compliance Operations

Controls testing support, evidence collection, audit documentation preparation and regulatory task tracking. The AI prepares and flags; compliance officers decide — with a complete audit trail throughout.

Evidence readinessControl test coverageFinding closure time

Back-Office Operations

Document processing, order administration, claims support, verification workflows and the operational long tail that consumes enterprise attention — run to defined turnaround standards.

Turnaround timeAccuracy rateVolume capacity

GCC Operations Support

The operational backbone for your capability centre — payroll administration, HR operations, compliance documentation, facilities coordination and delivery reporting, whether we built the GCC or you did.

Payroll accuracyCompliance readinessAttrition vs plan

Start with one service line.

Most clients begin with a single operation, prove the KPI model, then expand. Sensible.

Scope a Managed Service →