Operations story

Operations Command Center Case Study

Turning fragmented, high-risk workflows into a data-led daily briefing.

The operational problem

Leadership teams were tracking collections, credit, fraud, and servicing workstreams across disconnected tools. Each day started with manual exports and ad-hoc status calls, creating lag between risk signals and action.

Pain points observed
Ops leadership + frontline leads
  • Teams needed a single view of SLA risk and emerging incidents.
  • Critical queues were hidden behind multiple reporting layers.
  • Stakeholders lacked a shared definition of “healthy” vs. “at risk.”
Target outcomes
Week-over-week impact goals
  • Reduce manual reporting time by 60% with automated metrics.
  • Surface SLA risk within minutes, not hours.
  • Enable fast triage across collections, fraud, and servicing.

Dashboard design choices

The dashboard is structured as a command center that starts with a quick status pulse, then drills into actions, workload, and insight cards. Every section is aligned to how an ops leader runs a daily stand-up.

Information hierarchy
  • Status banner surfaces system health and SLA risk upfront.
  • Overview KPIs anchor attention with the highest-volume queues.
  • Action center ranks work by risk and escalation timing.
Interaction model
  • Filter chips mirror how squads (Atlas, Nova, Pulse, Ledger) operate.
  • Search lets leaders jump directly to a workflow, not a report.
  • Consistent visual language ties alerts, workload, and insights together.

KPI definitions and why they matter

These metrics were chosen to reflect operational readiness, customer impact, and compliance exposure.

Operational readiness
  • System health: Ensures upstream platforms are stable before volume spikes.
  • Data freshness: Confirms metrics reflect near real-time workloads.
  • On-call rotation: Makes escalation ownership visible to every stakeholder.
Risk + customer impact
  • SLA risk items: Predicts compliance exposure before breaches occur.
  • Fraud cases under review: Tracks high-risk volume and triage throughput.
  • Customer satisfaction score: Links operational changes to customer outcomes.