Operations - RASCI View¶
The Operations function at Simpaisa runs the day-to-day payment platform - monitoring transaction throughput, managing incidents, and ensuring service continuity across all payment channels. Operations is led by the Chief Operating Officer (COO) with execution responsibility sitting with the Head of DevOps (H-DevOps) and DevOps Leads (DevOps.L).
Operations holds Accountable designation on the live payment processing steps (API request receipt, payment routing, channel authorisation, and transaction execution), and executes incident detection, classification, and initial response. The COO is Accountable for stakeholder communication during incidents and for the post-launch review in merchant onboarding.
Primary Processes¶
7.3 Payment Transaction Processing - Collections (Pay-Ins)¶
Operations (H-DevOps) is Accountable for all live transaction processing steps. DevOps.L is Responsible for execution.
Role Key
| Abbreviation | Full Role |
|---|---|
| CTO | Chief Technology Officer |
| COO | Chief Operating Officer |
| CFO | Chief Financial Officer |
| CISO | Chief Information Security Officer |
| CRO | Chief Revenue Officer |
| H-Sett | Head of Settlements |
| H-Treas | Head of Treasury |
| Int.Lead | Integration Lead |
| DevOps.L | DevOps Lead |
| H-DevOps | Head of DevOps |
| San.Scr | Sanctions Screening |
| Comp.An | Compliance/Regulatory Analyst |
| PCP | Payment Channel Partnerships |
| PM | Product Manager |
Process Flow
| Process Step | CTO | COO | CFO | CISO | CRO | H-Sett | H-Treas | Int.Lead | DevOps.L | H-DevOps | San.Scr | Comp.An | PCP | PM |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 1. API request received | I | I | - | I | - | I | - | S | R | A | - | - | - | I |
| 2. Payment method routing | C | I | - | I | - | S | - | C | R | A | - | - | S | C |
| 3. Channel authorisation | I | I | - | C | - | S | - | S | R | A | - | - | C | - |
| 4. Transaction processing | C | I | - | C | C | S | - | S | R | A | R | - | S | - |
| 5. Success / failure notification | I | I | - | - | - | S | - | R | S | A | - | - | S | I |
| 6. Reconciliation | I | C | C | - | C | A | R | - | S | S | - | S | - | - |
| 7. Settlement to merchant | I | C | A | - | C | R | R | - | - | - | - | S | - | - |
7.4 Payment Transaction Processing - Disbursements (Pay-Outs)¶
Operations (H-DevOps) is Accountable for the request receipt, channel routing, funds transfer execution, and confirmation steps.
(Same role key as 7.3 above)
Process Flow
| Process Step | CTO | COO | CFO | CISO | CRO | H-Sett | H-Treas | Int.Lead | DevOps.L | H-DevOps | San.Scr | Comp.An | PCP | PM |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 1. Disbursement request received | I | I | - | I | - | I | I | S | R | A | - | - | - | I |
| 2. Compliance screening | - | I | - | - | A | - | - | - | - | S | R | R | - | - |
| 3. Float / balance check | I | C | C | - | C | S | A | - | - | - | - | - | - | - |
| 4. Channel routing | C | I | - | I | C | S | - | C | R | A | - | - | R | C |
| 5. Funds transfer execution | I | C | I | C | C | S | C | S | R | A | - | - | R | - |
| 6. Confirmation | I | I | - | - | - | S | - | R | S | A | - | - | S | I |
| 7. Reconciliation | I | C | C | - | C | A | R | - | S | S | - | S | - | - |
| 8. Settlement | I | C | A | - | C | R | R | - | - | - | - | S | - | - |
7.11 Incident Management and Escalation¶
Operations detects and classifies all incidents. H-DevOps is Accountable for classification, initial response, and is Supportive throughout investigation and resolution. DevOps.L is Responsible for investigation, resolution, and root cause remediation. COO is Accountable for stakeholder communication.
Role Key
| Abbreviation | Full Role |
|---|---|
| CEO | Chief Executive Officer |
| COO | Chief Operating Officer |
| CTO | Chief Technology Officer |
| CISO | Chief Information Security Officer |
| CRO | Chief Revenue Officer |
| H-DevOps | Head of DevOps |
| DevOps.L | DevOps Lead |
| Princ.Arch | Principal Architect |
| Int.Lead | Integration Lead |
| SQA | SQA Lead |
| PM | Product Manager |
| PMO | PMO Manager |
| Comp.An | Compliance/Regulatory Analyst |
Process Flow
Case-based work (CMMN pattern)
Incident management is inherently case-based rather than purely sequential. While the BPMN diagram above shows the primary happy path, real incidents involve discretionary tasks: the Incident Commander may loop between containment and investigation, pull in additional specialists, or escalate severity mid-flight. A CMMN (Case Management Model and Notation) representation would better capture these ad-hoc behaviours, with the incident as a case folder containing sentries that trigger tasks based on evolving conditions rather than predetermined sequence flows.
| Process Step | CEO | COO | CTO | CISO | CRO | H-DevOps | DevOps.L | Princ.Arch | Int.Lead | SQA | PM | PMO | Comp.An |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 1. Incident detection (NOC / SOC) | - | I | I | I | - | I | R | - | - | - | - | - | - |
| 2. Classification (P1-P4) | - | I | C | C | I | A | R | C | - | S | I | - | I |
| 3. Initial response | - | I | C | C | - | A | R | S | S | - | I | - | I |
| 4. Investigation | - | C | A | C | C | S | R | R | R | S | C | - | C |
| 5. Resolution | - | C | A | C | - | S | R | R | R | R | C | - | - |
| 6. Stakeholder communication | I | A | C | C | C | - | - | - | - | - | R | R | C |
| 7. Post-incident review | - | C | A | C | C | S | R | R | S | S | C | R | C |
| 8. Root cause remediation | - | C | A | C | - | S | R | R | S | S | C | R | - |
Supporting Role Summary¶
Operations is Consulted or Supportive across all strategic and regulatory processes:
| Process | Domain Owner | Operations Role |
|---|---|---|
| 7.2 Merchant Onboarding | Payments | COO: A on lead qualification and commercial terms; A on post-launch review |
| 7.5 Remittance Corridor Activation | Payments | COO: C throughout; A on partner identification |
| 7.7 White-Label Wallet Provisioning | Product | COO: A on ongoing support |
| 7.8 KYC / KYB | Compliance | COO: I on application received; C on EDD |
| 7.9 Sanctions Screening | Compliance / Risk | COO: I on screening trigger, escalation, SAR filing, record keeping |
| 7.10 Settlement and Reconciliation | Finance | COO: I on data aggregation; C on reconciliation, exception investigation, payment execution |
| 7.12 New Market Entry | CEO / Regulatory | COO: C on most steps; A on local team hiring |
| 7.13 Product Development | Product | COO: C on PRD, UAT, deployment, post-launch |
| 7.14 Financial Reporting | Finance | COO: I on transaction data; C on reconciliation; R on board reporting |
| 7.15 Vendor Onboarding | Procurement | COO: C on vendor identification, due diligence; A on commercial negotiation |
| 7.16 Technology Change Management | Technology | COO: I on most steps |