Your head of customer ops just told you that one of his team leads has been routinely approving exceptions above her limit — within outcomes, but outside process. Audit is in six weeks. What do you do?

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Stay specific. One example, told well, beats three told fast. Make your decisions visible — what you chose between. End on what changed, for whom.

Your head of customer ops just told you that one of his team leads has been routinely approving exceptions above her limit — within outcomes, but outside process. Audit is in six weeks. What do you do?

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